I went in for a ski and binding fit test after calling the location in advance. During the call, I was informed that this can be done but there might be a wait time depending how busy the store is. When I arrived, a representative confirmed the same and mentioned an approximate wait time of 20 minutes, which I was fine with.
After waiting patiently for about 50 minutes, another staff member asked me to bring my equipment to the fitting area and then stated—quite rudely—that they do not perform this service on the spot. This was confusing, as I had been told both over the phone and in person that the fitting could be done and that I simply needed to wait.
The interaction felt dismissive and unnecessary, and it came across as though I should be grateful they had taken me in at all, which was not the expectation I had based on the information provided earlier.
Had a great conversation with Aaron about different Arc’teryx gear he uses and he suggested some great stuff. Super helpful and friendly, will come here for any gear needs and advice!
Man the store morale was so low. I wonder if the workers have too much on their plate. I came to this location around a month ago and the energy was so lively. I had to do a bunch of shopping for the holidays and I found help in every section. Now it’s so quiet and it was really difficult to find help
I had to get my ski boots stretched and Liam was super helpful in understanding my problem and helping me stretch the boot out! 12/10 would recommend coming here!
REI is my go to store for anything outdoors. The staff actually knows their stuff and always takes time to help. They're definitely one of the reasons why I go to REI. The selection is huge, and I like that they carry quality brands.
I also appreciate the return policy and the membership perks. Great place to shop if you’re into hiking, camping, skiing, or biking.
I needed to return a defective power bank that I had purchased online from REI. Trey made the return and refund process easy and efficient. Plus, he gave me some good advice on replacement products. It's been a while since I've visited this store, but as always, I had a good experience, and am grateful for the knowledgeable and helpful staff. I also bought some socks!
What an amazing shopping experience at this REI. I’ve been to a few storefront locations and this one is by far the best I’ve been to, with full thanks to Aidan. He helped me quickly identify the location of binoculars in the store and instead of leaving me after like most store reps have, he proceeded to offer super thoughtful and personalized advice regarding the different options available for my needs and brought several different models out for us to try (we got to spot the good doggo by the entrance). He also answered my questions with utmost kindness and patience. Thank you Aidan!
5 stars is for the nice employees like Trey and the Asian lady in the store! Here is the comment for Mr Liam: Next time someone wants to buy sun glasses, may be don’t abruptly put things inside and lock and leave. That was not only embarrassing and rude too. Yes, it’s 8pm. But I would have loved to know other options. It’s a good thing another nice lady stopped by. If I wanted “Walmart experience”, I wouldn’t have driven an hour! I needed that friendly REI experience. Ciao.
Wildly mixed service levels. Staff were either exceptionally helpful or completely standoffish. Very odd! Just try till you find someone to help I guess. Good selection of stuff.
Kind of horrible for an REI. I was looking for a pair of sunglasses, and spent about 5 minutes trying to track someone down to get them from a case (they had lots of people working and few customers, but nobody was actually serving the floors). I chose a pair but she didn't want me walking around with them so left them somewhere. When I was ready to go I asked someone not exactly working where I thought she'd left them, and he said they'd be at the cash. Then waited another long time while three cashiers took forever to check out one customer each (mine needed another 2 minutes to deal with shoes left behind). Then they couldn't find the glasses.
I'd understand if they were busy or understaffed. They were neither
They gotta get more staff at the service center. To be clear this is a corporate issue. The techs are kind and knowledgeable but they’re stretched thin. I’ve never had a good service experience. Theres often a 30-60 minutes wait. To alleviate pressure it seems they have salespeople (with very little technical knowledge) do the initial check in and assessment which injects confusion and chaos into the process. My chain was skipping a few months ago, for instance, and the salesperson told me the fix was to “peddle less hard”
I love this REI — I go here all the time for clothes, camping gear, hiking gear, etc and the staff is always lovely. On my last visit, I asked a store associate named Jeremy for advice on a cushy pair of trail runners and his first suggestion was perfect, and not one I had had in mind when I came into the store. These days I’m so used to asking the internet for advice, so it was a great reminder to make it easy on yourself and ask an expert :)
The staff at this store is so, so awesome. Liam helped me fit a backpack that I can carry with my back issues (Liam is a total pro about backpacking and pack setup and weight distribution), Hannah helped me find hiking boots that fit great, and Emilio had great knowledge on rain pants that I purchased. Absolutely recommend going to this store and asking the staff for anything you need help with.
I have read so many people talking about Rei and from UK we don't have the store. Great place for good value equipment. Pleased I visited. Lovely staff helpful and friendly.
I came here to try out a bike after researching online for the best options that fit me. This was especially significant to me as my first-ever bike purchase. Despite coming in a little late, Eric (sp?) helped me out with the bike fitting, and I was pleasantly surprised when the store had one remaining bicycle in inventory, which Eric helped to prepare by installing the lights and U-lock and checking to make sure it was in suitable condition for me to ride home. Thank you for going above and beyond! Can’t wait to come back to this store to buy more accessories.
I went earlier today to get some advice on ski gear, and Mimi was so incredibly knowledgable and helpful. She gave me great advice on what to look out for and how to approach purchasing each piece of gear for my specific skill level and size. I left feeling equipped with all the information I needed to make my purchases and very excited for ski season!
I had a heart warming experience at this store thanks to Himel Patel. He handled a tricky return super efficiently.. and from his manner I could tell he cared about a customer and that he was going out of his way to try his best.. Just knowing that a store you love also cares about its customers and their money .. makes all the difference to the shopping experience.. thanks Himel
If your personal hell is buying something online for a quick pickup but then waiting in a 13-person deep line for 20+ minutes, this is the store for you! Definitely a “never again” experience. Store also seemed sparse, disorganized, understaffed, overall a laughable nightmare. A total opposite experience to other REI’s I’ve frequented. Too bad this is my local one :-( wah wah, Sports Basement and e commerce it is
Went in for a visit today to prepare for a backpacking trip. I was helped by Aaron to find a couple things I needed and asked about the fit of my backpack. He really spent a lot of time with me going over options, fitting me, and showing me how to properly load the pack. I have always found the service at this location great, but today Aaron went above and beyond and I deeply appreciate it. I will be back again and recommend this store to anyone for their outdoor needs.
REI is the best place to collect your gears. However, customer service is really bad. I just called with REI SF customer service about to cancel the item of 1 person tent because I want to purchase 2 person tent. So, when he ask I was telling him I am canceling because I want to purchase another tent . He said I didn’t ask you or I don’t ask you that question or purchase I am like “ oops! You don’t need to give attitude to the customers “ why some people are so rude . Last time I went there , there are 4 employees are nice and very helpful. But some are scary lol looking at customers like aggressively
REI branded products do not offer a lifetime warranty. I would rather pay a bit more for a lifetime warranted product. One year warranty means nothing when most products fail after this period. REI Membership, which should be free has insignificant benefits, typically only 10 % on FULL priced items. It always reads as though the co-op must secure sufficient funding for their cannabis plantations in public lands.
First time visiting this store . Omg they have parking and it’s in San Francisco lol. Store well organized, very clean restrooms section,team smiling everywhere, clearness section is small but you will find literally everything Will definitely go back
In and out in 5 minutes. They've got everything you need here in his two story location. Clothes upstairs, gear down. I went during a weekday and there was no line or wait, lots of workers there to help out. The parking may is normally plentiful, as there is a lot on site with a good amount of space.
Made my third purchase here and have fallen in love with REI. Elijah was super helpful today getting my daughter a new bike and making sure I maximized all the sales possible.
I usually go to REI a lot, and Covid-19 is not going to change that! REI staff has always been smart, skilled and respectful, their Covid process is just another proof of that. Their process is flawless and painless. You order online, receive an email when the package is ready for pick up. In that email you have link to notify your arrival so that they can prepare your package (what car you own, color, in order to identify you on the parking lot). Then they show up with a clean cart, with mask, gloves and disinfectant. You pick up your stuff (with a mask please, respect those nice people), and leave! It is as simple as that. Risk free, fast and efficient. You guys are the best, see you soon, take care.
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