REI

I walked around the store for an hour and wasn't greeted by a single employee out of the dozens that are walking around the floor. I even got pushed out of the way with a ladder while I was sifting through a rack by a lady climbing to get merchandise and she said nothing to me.

The store has lots of merchandise. I can tell you that but I will never go back to this location. The employees here need a massive customer service training. There was an employee in the shoe department that I practically had to jump to try on a pair of shoes. He was knowledgeable and I'm grateful.

Make the Trek to the Berkeley store. It's way better.

Published 2 years ago

Big shout out to Kathy (with the neat beaded lizard thing) who really helped me out in the shoe department. I had already tried on a number of ill-fitting pairs through amazon and went to REI thinking I'd try on yet more ill-fitting shoes when Kathy saw my confusion and measured my feet in that metal-thing and then brought out a number of shoes that she *actively* helped me fit - even being ok with using her hand to test the heel room. Never before has an employee anywhere helped me so much with shoe fitting (usually it's just asking for sizes and then coming back empty-handed with the dreaded we-don't-have-it). She was already helping 3 other customers but really took the time to find something that fit my wonky feet (one wide and short, the other thin and long) and ensuring that the pair fit appropriately. Kathy really went the extra mile and I and my feet are so grateful.

Also shout out to Andrew at reception who pointed out I had a duplicate membership and writing down the numbers I should tell the corporate office so I could merge accounts.

Thanks!!

Published 2 years ago

It took me a year to decide write this review done. Back to 2023, me and my family went to REI in Dublin to buy some ski cloths for my son. While shopping, I tripped over a metal bucket that was carelessly fell in the middle of walking way. As a result of the fall, and I had skin bruise on my right lower leg and 10/10 pain.
The bucket was felt in a way that was not easily visible and posed a significant danger to customers. It supposed clear walk way for customers. There were no warnings or indications that such an obstacle was present, which contributed to the accident. The manager came and asked what happened. I explained and asked for ice pack. She went to somewhere, after 15 mins, she came back, said there is no ice pack available and she asked me to go to Starbucks by myself to ask them for icey????!!!!! She also rule said she would call ambulance if I continue to sit on the floor!?!?! I had so much pain and not able to stand up in next 10 minutes, and she was so ruled and not even provided any care for me or help me. I can’t go hospital because I can’t left my 2 years old and 1 year old babies in the store and they were not allowed to enter hospital with me because they were under 14 by hospital policy. I have to go and find some ice pack for myself.
REI sells outdoor stuffs and they do not have first aid either!!!!! The manager, she was not nice and do not help anything and even didn’t apologized. She even don’t wanna me fill out incident report. How terrible!!! The lack of proper store maintenance and safety measures is concerning, especially in a store that prides itself on providing a positive shopping experience.

Published 2 years ago

I returned 2 camping chairs that I purchased from REI's website to the retail store in the 1 shipping box and packing they came in. Upon returning home, the return receipt showed only 1 chair was refunded. This was likely due to the rep being distracted by the door alarm going off during the return who, after taking both chairs out of the shipping box, went to check on the door and came back to resume the return process. I had to go back to the store and got juggled between 2 other reps because the rep who handled my return wasn't at the counter. Ultimately, I was refunded for the second chair but with zero apology and needlessly wasting an hour of my time, patience, mileage and fuel. I'm sure it was an honest mistake but a rookie mistake as well. Simple math... customer returns 2 items, refund the customer for 2 items.

Published 2 years ago

Decent size store.

The store carries camping equipment, bikes, shoes and outdoor clothing.

The full price items are a bit high, but you could find some pretty good deal during garage sale.

If you pay 20 dollar to join the membership, you will be able to get 10% off for full price items, and have access to the garage sale.

Published 5 years ago

The older white lady in the shoe department was extremely rude to all the customers. Zero customer service skills. She made many of us feel unwelcomed and uncomfortable. First time visiting the store and last.

Published 2 years ago

Awesome store!
Helpful staff and great selection, purchased a Co-oP bicycle today and Al helped us with a smooth checkout process :)

Published 3 years ago

REI program for coop bicycles trade-in is absolutely scam.
Also stuff is not interested in help with that (probably no bonuses) 😕
I don't recommend to buy bicycles there

Published 2 years ago

Can't say enough about how great REI is. If you can't find what you want there, then you can order it online.

Published 2 years ago

Published 2 years ago

Published 2 years ago

REI program for coop bicycles trade-in is absolutely scam.
Also stuff is not interested in help with that (probably no bonuses) 😕
I don't recommend to buy bicycles there

Published 2 years ago

Published 2 years ago

Big shout out to Kathy (with the neat beaded lizard thing) who really helped me out in the shoe department. I had already tried on a number of ill-fitting pairs through amazon and went to REI thinking I'd try on yet more ill-fitting shoes when Kathy saw my confusion and measured my feet in that metal-thing and then brought out a number of shoes that she *actively* helped me fit - even being ok with using her hand to test the heel room. Never before has an employee anywhere helped me so much with shoe fitting (usually it's just asking for sizes and then coming back empty-handed with the dreaded we-don't-have-it). She was already helping 3 other customers but really took the time to find something that fit my wonky feet (one wide and short, the other thin and long) and ensuring that the pair fit appropriately. Kathy really went the extra mile and I and my feet are so grateful.

Also shout out to Andrew at reception who pointed out I had a duplicate membership and writing down the numbers I should tell the corporate office so I could merge accounts.

Thanks!!

Published 2 years ago

Published 2 years ago

Published 2 years ago

Amazing experience with Marc and all his expert advice. Warmly recommended this REÍ and the personal service. Thank you!

Published 2 years ago

Thanks that I got to know HOKA is available here

Published 2 years ago

My favorite place to browse for some great stuff. Can't beat there customer service and product quality.

Published 2 years ago

Published 2 years ago

I returned 2 camping chairs that I purchased from REI's website to the retail store in the 1 shipping box and packing they came in. Upon returning home, the return receipt showed only 1 chair was refunded. This was likely due to the rep being distracted by the door alarm going off during the return who, after taking both chairs out of the shipping box, went to check on the door and came back to resume the return process. I had to go back to the store and got juggled between 2 other reps because the rep who handled my return wasn't at the counter. Ultimately, I was refunded for the second chair but with zero apology and needlessly wasting an hour of my time, patience, mileage and fuel. I'm sure it was an honest mistake but a rookie mistake as well. Simple math... customer returns 2 items, refund the customer for 2 items.

Published 2 years ago

The older white lady in the shoe department was extremely rude to all the customers. Zero customer service skills. She made many of us feel unwelcomed and uncomfortable. First time visiting the store and last.

Published 2 years ago

Today, I went to looking for pairs of shoes, but staff doesn’t allow me to try them on. How can I buy the shoes without trying them on???????

Published 2 years ago

I walked around the store for an hour and wasn't greeted by a single employee out of the dozens that are walking around the floor. I even got pushed out of the way with a ladder while I was sifting through a rack by a lady climbing to get merchandise and she said nothing to me.

The store has lots of merchandise. I can tell you that but I will never go back to this location. The employees here need a massive customer service training. There was an employee in the shoe department that I practically had to jump to try on a pair of shoes. He was knowledgeable and I'm grateful.

Make the Trek to the Berkeley store. It's way better.

Published 2 years ago

It took me a year to decide write this review done. Back to 2023, me and my family went to REI in Dublin to buy some ski cloths for my son. While shopping, I tripped over a metal bucket that was carelessly fell in the middle of walking way. As a result of the fall, and I had skin bruise on my right lower leg and 10/10 pain.
The bucket was felt in a way that was not easily visible and posed a significant danger to customers. It supposed clear walk way for customers. There were no warnings or indications that such an obstacle was present, which contributed to the accident. The manager came and asked what happened. I explained and asked for ice pack. She went to somewhere, after 15 mins, she came back, said there is no ice pack available and she asked me to go to Starbucks by myself to ask them for icey????!!!!! She also rule said she would call ambulance if I continue to sit on the floor!?!?! I had so much pain and not able to stand up in next 10 minutes, and she was so ruled and not even provided any care for me or help me. I can’t go hospital because I can’t left my 2 years old and 1 year old babies in the store and they were not allowed to enter hospital with me because they were under 14 by hospital policy. I have to go and find some ice pack for myself.
REI sells outdoor stuffs and they do not have first aid either!!!!! The manager, she was not nice and do not help anything and even didn’t apologized. She even don’t wanna me fill out incident report. How terrible!!! The lack of proper store maintenance and safety measures is concerning, especially in a store that prides itself on providing a positive shopping experience.

Published 2 years ago

Published 2 years ago

Extremely rude staff. Stay away from this REI if you can. I have always been an REI super fan/ customer, both of their merchandise and staff. This REI is not a nice place at all.

Published 2 years ago

Published 2 years ago

Fine place, a bit low on bike accessories stock though. Could not find a simple bike jersey in my size.

Published 2 years ago

Great store, great staff

Published 2 years ago

While this REI is smaller than the one that used to be in Fremont, I have to say the employees are all very nice and helpful. Seems like all the employees love the great outdoors and is very knowledgeable about the products. Very good store with great experience. I wish they had more products on display so you can try them out.

Published 2 years ago

Published 2 years ago

Do not go here unless you need a super specific item and can't get it from their website. Was hard-sold to twice despite repeatedly declining their promo offer. Did not realize I was entering a car dealership with pushy salesmen. All I wanted was a single pair of gloves for an upcoming kayaking outing and they acted like I was someone needing a yearly membership so I could get a discounted price on a fifty-thousand dollar sleeping bag every six months. Jesus. They must be working on commission. Felt like a cult.

Published 2 years ago

Very well run store. Griffyn helped me with gear for a trip

Published 2 years ago

Published 2 years ago

Just signed up for the REI membership, Clorinda helped us and was so knowledgeable. Customer service was amazing.

Published 2 years ago

Published 2 years ago

Published 2 years ago

Horrible customer service. Pressed the fitting room service request button a couple of times, no response. I eventually walked over to a customer service rep for help and received a crazy amount of attitude. Store wasn’t busy at all, so I don’t understand what warranted the attitude. Three of the workers straight up ignored me, too, upon walking into the store.

Published 2 years ago

Published 2 years ago

Published 2 years ago

Great store if you planning an outdoor adventure. They have everything for hiking,cycling, jogging,camping,shoes, clothes, water containers, coolers, bug spray Everything! Plus a good selection. The stuff you buy here is quality stuff too ! 😀

Published 2 years ago

I'm writing this review with a heavy heart, as I've always believed and cherished REI as a reputable and customer-focused brand. I’ve been a dedicated member of REI for many years and had up to this point consistently been treated with respect and kindness.

Yesterday, however, my faith in REI was entirely shattered due to the overwhelmingly disappointing interaction I had with store manager, Kim.

On my recent visit to the store to return a Yamaha system rack for behind the car, I found myself in a situation I would not have imagined. Kim refused to honor REI's return policy, showing a surprising lack of understanding and respect towards a long-standing customer like me.

To make matters worse, not only was the return policy overlooked, but I was also denied a basic customer service requirement - a printout of my receipt. When I requested Kim to provide me with a printed copy, she outright rejected my request without giving it a second thought. This negligence further magnified my unsatisfactory experience.

What truly upset me was not just the refusal to uphold the return policy, but the distinct rudeness and unprofessionalism that Kim displayed during our interaction. The level of incivility was completely at odds with the decorum I've come to expect from REI over the years. Such an attitude is not just unbecoming of a store manager, but it reflects very poorly on the REI brand as a whole.

Despite claiming a 100% satisfaction guarantee on their online platform, my experience with REI and specifically with Kim, was nowhere near satisfying. A complete contradiction to such a bold claim, it questions the integrity of REI in honoring its stated promises.

This is a plea to REI to look into the matter and ensure that no other customer goes through a similar negative experience. The REI that I've known and loved for their exceptional service and customer respect can, and must do better.

I sincerely hope my feedback will prompt a thorough re-evaluation of staff behavior and adherence to customer satisfaction policies. It would be truly regrettable if such an isolated incident were to tarnish REI's hard-earned reputation.

Published 2 years ago

On 3/23, I went in to the Dublin REI and asked for Julian. Dorn asked me why? I told him that I had been speaking with Julian on the phone, and he suggested I ask for him when I was in the store. I also said I preferred to speak in Spanish. Dorn then motioned with his hands to leave because nobody there spoke Spanish and actually said get out of here. Dorn has no business working with the public and it is shameful for REI to condone such racist behavior. Richie handled my transaction without incident, but I’m very disappointed with REI allowing Dorn to represent them so poorly!

Published 2 years ago

Great selection of shoes and clothing.
Best deals if you become a member.
Highly recommend.

Published 2 years ago

I wouldn’t even waste my time writing about what an awful service I received today in this store . I would just say they have the worst customer service in checkout and return. I will never return to the store for sure.

Published 2 years ago

Has everything I need for camping and biking! Store layout is clean and staff are very helpful. I could just geek out all day looking at the gear.

Published 2 years ago

Published 2 years ago

Always great stuff here at high prices. But, maybe you don't need the very best, so, what do you do? Go to REI to research what is important, then, find what you need at other places, e.g., I needed a sturdy, folding pocket knife with a pocket clip, I lost my Buck knife that was absolutely perfect unwanted to replace it with a $30-$60 knife. REI sales people showed wonderful and very expensive Benchmade knives that cost $250+. No way I was going to buy something that expensive - and lose it. Nothing in the range I wanted and I was about to leave but in the jumble of stock I saw a $20 Coast knife that isn't perfect but satisfied my immediate need. Basically, they have great stuff but sometimes out of my range.

Published 2 years ago

I just had an interesting experience trying to exchange a sweatshirt I bought for my mother for a Christmas present. REI ended up keeping my original sweatshirt that I walked in with that was a size too large (no refund) and I had to buy another that was the needed size for my mother.

I bought the sweatshirt as a Christmas present for my mother about two months back. It was too big for her. I didn’t have a receipt but I hoped I put it on my REI account. After looking up past purchases on my account, we couldn’t find the transaction where I bought the sweatshirt. At this point I said, “that’s on me looks like I just have to buy another”(I’m still in good spirits at this point). I then reached for the original sweatshirt I brought in and at this point the lady checking me out says, “we must have not rang that in you can’t have it back” (definitely slight confused and irritated at this point). I then say, “I bought this and just walked in with the sweatshirt. We just can’t find the receipt. Why are you keeping it?” She then repeats herself. So I say, “whatever keep it I guess I’ll just buy two and get one.”

Published 2 years ago

Published 3 years ago

Can get enough of REI’s gear - like a kid in a candy store!

Published 3 years ago

30$ per wheel (for members) for a tubeless tire install on wheels that are already taped is too much. And they didn't even centre the logos over the valves. Use the Trek store instead

Published 3 years ago

Do not get your skis/boards waxed here!!!

I usually do not write reviews at all but my horrible experience here cannot go unheard. I recently dropped off my skis with them to get them hot waxed before this year’s ski season started. When I got them back, I noticed some major new scratches, scuffs, and even small chunks that were chipped off from the top sides of my skis. For context, I bought these skis brand new in February 2023 and only used them once for the rest of that season. I took them back to the store and the store manager basically argued that these damages were my fault and could only have come from skiing as she insisted that they have a “safe” workshop. I definitely did a full assessment of my skis before dropping them off and would not have caused them any trouble at all if I knew that those damages were from me (learned my lesson to take pictures of my skis before I drop them off to get them waxed at a shop). At the end of it all, the damages were irreversible so I gave up, asked for my wax service refund, and left. I just can’t believe they don’t want to own up to their own mistakes. I understand that accidents can sometimes happen in their workshop but there is no transparency from them whatsoever when it comes to this. Their treatment with my new and expensive skis is just unacceptable.

Published 3 years ago

Bike shop always provides excellent friendly helpful service at great value. All other customer service is always a stellar positive experience as well.

Published 3 years ago

I was looking to purchase socks for a charity. The cashier, Joel must have worked in tech because his customer service was awful. Go to Berkeley or store off Willow Pass Rd. 😔

Published 3 years ago

Published 3 years ago

Published 3 years ago

You should boycott REI. The restrooms are all gender, leaving women and girls unsafe. Watch your wives, daughters and mothers if they use the restroom here. Any man can walk in while they are in there. They pay their employees very low wages which results in bad customer service and rude staff at the stores. Typical big company nowadays. I am cancelling my REI membership and will no longer shop there and especially not this terrible location.

Published 3 years ago

Nice local store, fully stocked with plenty of knowledgeable assistance.

Published 3 years ago

I went on for a bike rack, but I had questions. No one was around except for 2 employees who saw me but were too busy chatting to help. I finally went over to ask if they were available. The woman (dark curly hair) was friendly, but as I asked questions, she really didn't know enough about the bike racks to give me much help. After a bit, an associate from the bicycle shop came out to help a customer with a bike tuneup. He said he was listening, and when he was free, he tried to help (and correct something she had told me), but he was almost on overtime. He was able to pass me off to the bike associate coming on shift, which was good. However , I wasn't quite sure what to ask, and he didn't really know how to qualify me. I also felt like I was being pre judged for how much money I might be willing to spend. Then a customer came in that wanted to trade in a bike, and he had to go help him. So the woman who had sort of helped earlier was there, and he turned me over to her with her being very aware of it. Then he turned to help the bike. Ustomer and she followed after him and left me standing there. I have NEVER had an REI experience like that! This visit I was ignored and dismissed. No one bothered, knew how to, or had the time to educate me on the various racks. I left the store in no hurry to EVER go back.
2 days later, I went to Trek bicycles in castro Valley. I was welcomed, educated, and happily bought a $1000 rack that I absolutely love. I did not intend to spend that much but I was shown all the features and benefits plus assured that when I picked it up they would unbox it, show me how to put it on my vehicle and make sure all my questions were answered. And that's exactly what happened when I picked up the rack.
2 days later, I started getting targeted ads from REI, and the SAME rack is 20% off at REI. Do I care that I spent full price at TREK? NO! I don't want to give my money to a business that doesn't care and can't be bothered. They missed a $1000 sale this time, and I doubt I'll be back for anything else.

Published 3 years ago

I was looking for a mountain bike for my 10-year-old son. We visited several places in the tri-valley area (Pleasanton and Livermore) and did not receive adequate help and information to choose a good bike for him.
We finally went to REI in Dublin and met a nice salesperson (Rebecca) who took the time to explain to us all we needed to know about the correct size and features of the bike. She was professional, knowledgeable, and polite.
We purchased the bike! And my kid is very happy with our choice. In addition, I have REI membership and get special pricing on all repairs.

Published 3 years ago

I wanted to buy shoes but the employees decided other tasks were more important. The lack of customer service makes me regret having bought a membership and supporting a place like this. For how much is spent at a place like this you would think the customer would be the priority. Bye REI. There are too many options to settle for your poor service.

Published 3 years ago

Update: the associate was very rude this time.
Picked bike using curbside pickup. I had very good experience.

Published 3 years ago

Wonderful selection, sales, and staff — though for how busy the store was there was only 2 checkout lines leading to a 15 mins wait before finalizing my purchases

Published 3 years ago

There is an employee with short hair who was very rude to me on 8/29 around 1pm.

I was making a return with another employee and I was confused about what showed up on the price screen. Before I could even finish my sentence, she interrupted me and said “we got it, thanks”. She was not even the one assisting me but she felt the need to let me know how wrong I was and by her own words “confused and annoying”.

I have been a co-op member for nearly 10 years, and this location in particular has been declining in service as of late.

Management: not sure how to address this but thought you should be made aware.

Published 3 years ago

Stopped here to get supplies coming from SFO to Yosemite. Between this and the adjacent Safeway, we got all the things and it made for a convenient stop.

Published 3 years ago

Published 3 years ago

Too small.

Published 3 years ago

Staff were very helpful and friendly. I just got my stuff here at the best price.

Published 3 years ago

I recently went into this REI to see about returning some boots that I used a total of 13 days over 6 weeks and had already began to wear significantly. I used my 45 minute lunch break to drive down there to run this errand and was greeted by a rather rude and unfriendly employee at the cashier. This person immediately began to profile me, making assumptions of how I used them and began to tell me that I “incorrectly used the hiking boots.” I hiked in them!?! I don’t know what else I’m supposed to do with hiking boots? I was so thoroughly shocked by this person’s gross misjudgment of me, their accusations, and their aggressive tone that I simply stood there and kept saying “okay” not sure what else to do. After accusing me of using these shoes improperly, they then refused to accept my return request. I have for sure returned items to REI, this is true. However, I have been a loyal member for a very long time because they have a gracious return policy and I have always turned to REI over the years having spent thousands of dollars in gear and clothing, completely outweighing the amount I have ever returned. I am an Outdoor Educator and go through gear faster than a typical person who purchases gear for recreation. I have also depended on REI as a director of an Outdoor Education program to purchase all of our program gear. While I absolutely love my job, I also don’t get paid very much so spending my money at REI is a choice that usually I am happy to make because of how typically wonderful they are. Though this experience I had with this particular employee at the REI store in Dublin, CA I feel has absolutely changed my perspective on REI. I’m not one to make many google reviews, but this instance really upset me. I don’t find this store to be particularly helpful whatsoever and would argue other stores in the Bay Area are likely more professional and have staff that is more eager to help you out.

Published 3 years ago

Daniel at the bike shop is the man i swear he is an angel from heaven he always comes in clutch and helps me out when i need it most GOD bless him GOD bless Rei 🙏🏼✝️🕊🤍

Published 3 years ago

Published 3 years ago

This place has gotten better over the years.

Published 3 years ago

Published 3 years ago

Go to shop for name brand outdoor and camping items. They always have big sales (July 4th, Labor Day, Memorial Day, etc) so better to wait to buy expensive items.

Published 3 years ago

Our first time at an REI store and we were blown away by Kathy in the shoe department. She was so knowledgeable and helped us feel 100% confident in the shoes we bought. Truly amazing customer service!

Published 3 years ago

Cathy was very helpful in getting the right shoes for my daughter and it was really great when someone spends quality time in making sure you buy the right product for your needs.

Published 3 years ago

Published 3 years ago

Published 3 years ago

Published 3 years ago

Great selection of various items for outdoor needs! But the older woman with gray shoulder length hair was rude and made my family feel uncomfortable after scolding us like a child for trying on the shoe provided at the display. No signs and our first time there, how the heck is anybody supposed to know.

Published 3 years ago

Published 3 years ago

Published 3 years ago

The Dublin store is great, they have a good collection and the staff is very good

Published 3 years ago

Published 3 years ago

Published 3 years ago

Published 3 years ago

Awesome store!
Helpful staff and great selection, purchased a Co-oP bicycle today and Al helped us with a smooth checkout process :)

Published 3 years ago

Love this place and all the representatives. They’re super helpful. The fittings are great and definitely a must for hiking shoes and backpacks.

I had forgotten some of the things I bought at the counter, and I called couple of hours later. They found it and held it until I was able to pick up.

Published 3 years ago

Published 3 years ago

Very helpful staff and good selection! Special shout -out to Pranitha and Renee!

Published 3 years ago

Good location, very helpful and conscientious staff.

Published 3 years ago

I recently had an amazing experience with the repair shop staff at the Dublin Rei location. Even though they were swamped with work and there was a 10-day backlog with current repairs, the staff still took the time to guide me through the right steps to fix my bike in case I needed to make urgent repairs.

Despite feeling nervous about fixing the bike myself, the staff was patient, understanding, and reassuring throughout the entire process. They provided me with clear instructions and lots of helpful tips, and when I shared my lack of confidence on the self repair with Brandon, who immediately took the time to listen to me and make the necessary adjustments. His attention to detail and excellent customer service quickly put my worries at ease, and I felt confident that my bike was safe to ride.

Overall, I am extremely grateful to the staff at the Dublin Rei location for their excellent customer service and taking the time to help me even though they were swamped with work. They went above and beyond to assist me, and I would highly recommend this location to anyone in the area who needs bike repairs. The quality of their service and repairs is outstanding, and their dedication to customer satisfaction is truly impressive. Thank you, Dublin Rei, for the wonderful experience!

Published 3 years ago

Published 3 years ago

Published 3 years ago

It was ok. I was expecting to see more of a selection of shoes for women. Looks like men have a bigger selection. Nice store good selection of bike and camping supplies.

Published 3 years ago

Everyone there seems to be happy and helpful.

Published 3 years ago

REI is great, but this particular location stands above the others for customer service. The lady in the shoe section (sorry I did not remember her name) is super knowledgeable, she made getting the right pair of hiking boots a pleasure,

Published 3 years ago

Nice store but the staff kind of sucked no one would help me and I was trying to get a back pack. But couldn't find anyone. No one came up to me or nothing.

Published 3 years ago

We were here looking for hiking shoes with our membership 20% off coupon and a young man named Ben helped us with a great attitude, he also helped 5 other groups at the same time since it seemed he was the only one in the shoe department.

Published 3 years ago

Complete and utter joke of a store! I placed an order for pick up and before I placed my order I called just to see if they had it in so hopefully it can be same day pick up. Called and they said they had 3 in stock and then when I placed my order, it said pick up in 2 weeks! I had to run to get groceries that same day which is next door to the REI I placed my order and figured since it’s there in store. I walked in and found it what I placed for pick up. Walked and asked if I could just fulfill my order since I’m there and I have the item. They said they have to wait for the item to be shipped and delivered to the store….. It’s in the store! They said I can cancel and just buy the item in store for the same price with my reward money and discount coupon but I have to call customer service to cancel. After this, I’ll probably never shop here again.

Published 3 years ago

Typical REI. Great service.

Published 3 years ago

Published 3 years ago

My favourite shop. A must visit

Published 3 years ago

Good but pricey

Published 3 years ago

Just wanted to share my recent experience trying to do a trade-in at this store so everyone can learn from my mistake. I took a nearly new REI camp pad in and was told that they couldn't find the item on their website so they offered me $18. Unfortunately I am new to the trade in process so I accepted. My mistake. I then stepped outside to check the REI trade in website and found the same pad with a trade in value of $50. I went back to inquire and was told that they knew they were offering it to me lower than what was on their website and that they were surpised I accepted but that it was my fault. Usually REI is so professional and a great place to shop so this surpised me. If you are going to trade-in, please make sure you take a screenshot of the item and don't let them bully you into taking less than the trade in value.

Published 3 years ago

The customer service is very terrible.I would give them 0 star if I could.Not profesdional attitude,always argue and give unnecessary ubsurd suggestions.Thats probably the only one store I had such terrible experience!

Published 3 years ago

Published 3 years ago

Published 4 years ago

Published 4 years ago

Published 4 years ago

Very good visit with my granddaughter. Shopped til we dropped;)

Published 4 years ago

Published 4 years ago

Absolutely incredible customer service and wide selection. Ms. Brooklyn especially!! (Details below.)

Brooklyn was AMAZING today. She helped me navigate through a huge headache of shared family REI accounts confusing together my past purchases and contact details, was empathetic to my situation and exemplary in fixing it, and did it all while being a cheerful and awesome conversation partner for the whole ordeal!

What originally started as a return of a beautiful GoreTex jacket turned into an online order for the jacket and a new REI membership for myself. Except - the Point of Sale glitched and made a duplicate account for me... On top of another pre-existing account under my name that I forgot I made years ago. What a headache! Most places would have just spat out the number "Customer Care's" call center and said to fix it myself.

Folks, Brooklyn figured out the issue, resolved it retroactively and permenantly, and merged all my accounts into a single one with a single purchase history. Amazing. All this while guiding me through each of the steps she was taking, and we exchanged our trail stories of years past.

Brooklyn you were incredible today and my experience with you was indelible. I hope you get to take that trip to Stanislaus Cty sooner than later cause, boy, you deserve it.

Published 4 years ago

Published 4 years ago

Staff always friendly and helpful. REI products are always great quality. Always have great experience in the Dublin location over years.

Published 4 years ago

Published 4 years ago

Published 4 years ago

Published 4 years ago

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Always love it here.

Published 4 years ago

Judith was great in the shoe department. Incredibly knowledgeable and very helpful.

Published 4 years ago

Great selection. Very helpful Sales associate. Will definitely be back.

Published 4 years ago

Just got my tubeless set up done and I couldn't be happier how quickly it was done and how affordable it was (especially if you're an REI member). Just paid for the valves and sealant, no labor cost (perks of being a member too). Make sure you call in before dropping by to see how busy they'll be so you can have an idea when you'll have your bike back. I always stop by REI for my bike stuff since other bike shops can charge an arm and a leg and try to up sell you work you don't need.

Customer service is always great in my opinion and the staff always tries their best to get you help. Why rush? Come an hour or more before they close and you'll be taken care of-no problem. I'm super into comfy hiking clothes so their selection here is just right, their snack selection is very nice, the place is clean, organized, and their hours are super helpful.

Only negative that comes to mind is that they should have more cycling parts in case you want to upgrade your pedals, chain, shifters, etc

Published 4 years ago

I didn't find all the products I wanted because they were out of stock, but I definitely had excellent help trying to find the supposed 1 item of each product I was looking for. Staff product knowledge was also really helpful.

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I ordered some boots online but they didn’t fit well. I brought them in to find something that worked for me and Chuck knocked it out of the park. He helped me with a problem I was having with my toes sliding forward, I tried out a few different pairs and found the right ones. Brooklyn made the exchange super easy and painless, she was great. I’ll be back soon and I’ll be recommending this store to everyone.

Published 4 years ago

Thcie is the best I've met, pronounced chee

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Went here to fix the kids bike. The service was fast, the stuff was nice and helpful

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camping n stuff

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Friendly and knowledgeable staff

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How have I never been to REI?? The store is beautiful. The staff and salespeople are friendly and helpful. I went in to buy a pair of trail running shoes for my wife and ended up buying a pair for myself and we both picked up a pair of OOFAS each as well. Returns are easy. Membership is $30 and comes with a ron of perks. All around great experience!

Published 4 years ago

Very helpful staff

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I really enjoy this store! They have all my hiking & camping needs in one place right here to the point that I have little need to go anywhere else. The staff are helpful and knowledgeable. The store is always clean and well organized. Stock levels are always kept up so I can count on what I need being there when I need it. Always my first choice for supplies!

Published 4 years ago

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Not impressed. Was told high praise of this place. Poor to ok selections. Online shop instead. Prices are not very competitive.

Published 4 years ago

Lots outdoor goods

Published 4 years ago

I was looking for a 0degree sleeping bag . They girl at the front door was so rude and condescending I will never give REI my business . I would think when someone is paying 500$ for a sleeping bag you might want to be nice to the customer even if he looks like a cowboy not an REI model

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It's always a good experience to go into REI. Staff is helpful and knowledgeable. I planned on purchasing a Pizza oven at my local hardware store. Due to some circumstances I could not buy it. REI answered their phone promptly and placed the item on hold. I walked out with a pizza oven and even saved $50*, I enrolled in their member program. The cashier trucked the oven and loaded it onto the back of my car! Thank you REI and your wonderful staff.

Published 4 years ago

Very friendly staff, well stocked and super clean.

Published 4 years ago

Great place to buy hiking equipment. It is a very expensive store with very little discounts. The shoe selection is quite limited and the employees are very friendly to get you the right sizes. When very crowded though, you would need to wait for them to be free.

Published 4 years ago

Horrible customer service!!!

Published 4 years ago

Awesome people. The bike mechanics are extremely nice and helpful. Definitely would go back.

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Great customer service. They were respectful and knowledgeable.

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Great salesman good prices.

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Always fun shopping REI.

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Went to get my backpack fitted and the guy there Sunday afternoon was very helpful. I ended up deciding to buy it another day but I know what to get and how to manage it so thanks !

Published 4 years ago

I had a return that was still within policy but crossed from one calendar year to the next (purchased for Christmas, returned in the New Year). They deducted 10% from the return, saying that amount had already been transferred to an (unused) "Member Reward" certificate -- effectively an in-store merchandise credit that would be sent to me...sometime.

I asked to speak to a Manager and explained that I would like the full amount put back on my credit card, but he refused. He said I could call their 800 number and have the 10% deduction refunded by check. OK, fine -- inconvenient, but close enough.

However, when I called the 800 number, the agent said that was incorrect. Apparently, the previously available "Dividends" could be cashed out as a check, but the new "Rewards" could only be used in-store. After some discussion, she finally agreed to send out a check for the 10% as a one-time courtesy because of the "misunderstanding."

I then asked why part of the refund was being given as a merchandise certificate, rather than an actual refund. She responded that she wasn't going to discuss all of those "technical" terms (?) with me and that she wouldn't answer any further questions. Then she hung up. And I'm still waiting for my check.

To be clear, I have no objection to any return policy that they want to implement, but it has to be clearly disclosed at the time of purchase. My complaint is that their policy promised a "refund," but they actually imposed a hidden penalty of 10% that could only be recovered as a merchandise certificate. Not cool -- merchandise is not money.

Published 4 years ago

Good service and products.

Published 4 years ago

Good place and good service 👍👍👍

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Decent size store.

The store carries camping equipment, bikes, shoes and outdoor clothing.

The full price items are a bit high, but you could find some pretty good deal during garage sale.

If you pay 20 dollar to join the membership, you will be able to get 10% off for full price items, and have access to the garage sale.

Published 5 years ago

Published 5 years ago

Worst customer service ever from REI. FLoor, cashier, the greeter were bad. Never come to this REI again.

Asked staff to get me another jacket because I didn't want the display one ( for a jacket that cost so much I need a new looking one). She seemed very annoyed first. Then bluntly said she didn't want to look for the one in the back.
Then I asked the front lady working as the greeter for assistance. She rather seems perturbed and rude period. Explaining things to me like I was stupid.
Later I picked up a jacket I ordered online, the cashier seemed like she just wanna get rid of me as soon as possible. No eye contact. No smiling. My order was not in a bag. They ended up giving me the display that looked old.
Three rude staff in one day say a lot about the store.

Published 5 years ago

Published 5 years ago

Great service by Michael who helped me in deciding and finalising on the Thule Force XT L roof box for my vehicle. He made us feel so comfortable and rest assured choosing the right roof box. REI Dublin has good people like Michael and will keep coming back for our adventure gears shopping. Thanks again Michael.

Published 5 years ago

They have the stuff!

Published 5 years ago

One of my favorite stores. Great quality stuff.

Published 5 years ago

Awesome place as always, membership seems worth it!

Published 5 years ago

The staff is not aware of the contents of the mask mandate order, the manager included. It’s pretty hard to have a conversation about what’s supposed to be enforced or not if they haven’t read the contents at all.

Published 5 years ago

I overall love REI but this one is absolutely outstanding.
They have the best and friendliest service. Everyone was super helpful and friendly to my toddler daughter, the gave her stickers and made her feel special.
They also have a great product selection and a generous clearance rack

Published 5 years ago

Great store with great employees, but don't go there for any Hoka One-One hiking shoes because they only sell them online.

Published 5 years ago

I have been an REI customer for decades, and the only thing that's constant (for me, at least) is the tension between how much I like the convenience of having everything outdoor in one place versus my annoyance at the inflated prices.

I understand the costs of having a brick-and-mortar presence, and the price of convenience, but, still, it grates on me. It's back to REI when I need something immediately, and their warranty / return policy is good, but I'd like to feel better about patronizing REI.

Especially irksome is the markup on clothing. Decades after the mystique of fabricating specialty clothing is long past, the markup is still there. Sigh.

Published 5 years ago

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Published 5 years ago

REI typically has a great shopping experience. On my last visit I felt as though I was in a high pressure sales environment. Multiple employees pressured me to join the co-op after I declined to join several times.
It was very awkward and will influence how likely I am to return soon. The employees I spoke with were very nice but not knowledgeable about the specific products.

Published 5 years ago

Firstly, very clean store, nicely kept up. Staff are very eager to help…almost too eager though. Everything went well until Diane the cashier. Poor attitude, not even a thank you upon leaving the store. Very serious, zero on the friendliness scale. I’d recommend having a “people person” as the last contact of your store. So much competition nowadays, overall impression was not as good as it could have been with proper staffing and having the right team members. People like Diane belong behind the scenes away from customers.

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Published 5 years ago

The worst REI I've ever been to. Staff doesn't seem to know the products. The store has very limited selection. We will go to the REI in Fremont instead.

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Received much needed help with backpack fitting for camping! Friendly customer service!! Don't forget to sign up for the REI membership for additional benefits :)

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