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Sardine
12-15-2006, 23:09
I ordered holiday gifts for my parents and my sister and her husband this year online at REI.
The usual emails followed: expect delivery on 14 Dec. I didn't look for delivery status until today, Friday, 15 Dec, due to exceptionally busy time this week at work. (REI's website uses USPS for delivery. You can change the delivery agents by calling the 800 number to place your order. Online they offer only USPS. I didn't know this when I placed the order.)
Long story short: to my surprise, USPS's website was reporting the package delivered on the 13th at 2:20 pm!
( I wouldn't have bothered checking if I'd already rec'd the package! )
I went looking for USPS's number for my zip code PO. All I could find on the USPS web site was their 800 number with those ghastly computer generated voices pretending to be human and asking you to say specific words. I rebelled. I only said " I WANT TO SPEAK WITH A HUMAN!"
I couldn't find the local Post Office's phone number on the USPS web site.
REI's order status page gives you their 800 number on the same page. (Here is a major clue to retail philsophy.) I called it. They wanted me to check with the USPS first.
So I made a second effort to locate the local PO for my zip code. I found it, not on the USPS web site, but on Google. (HERE IS A SECOND MAJOR CLUE TO THE VENDOR'S PHILOSOPHY ABOUT ITS CLIENTS.)
I won't go into all the gory details about my conversation with the local PO staff. Suffice it to say, that when I explained my story all she could say was "well!" in a smirkey aren't you and idiot sort of way. They couldn't explain what they'd do to track down the lost package or when I might expect to receive a call back about it.
So I called REI back with my problem, using their 800 number.
REI's telephone customer service rep [hereafter called (((( MY HERO ))))], after hearing my story, says she thinks she can help solve my problem and asks if I'll hold a minute while MY HERO checks.
MY HERO can send a replacement order, over night, on REI's dime, for delivery next Tuesday, but two items are out of stock. I say, I'm not worried about the out of stock problem: lets just find something comparable in price and color and material, we can go up or down 5 or 10 on the price and I'll pay the difference. We find replacement items for the out of stock items. MY HERO states REI'll eat the difference of price and still send it overnight UPS on their dime. (I'll let you know if UPS comes through!)
There are other reasons why I think REI is "DA BOMB" but they'll make me seem biased. My daughter, who works at REI's Atlanta store, had nothing at all to do with this situation and the customer service rep didn't know my daughter worked at the Atlanta store. My daughter got pretty pissed at me for not using her to use her employee discount to get these gifts, when I told her this story this afternoon.
All's I can say is I've never met a retailer like REI for customer service and, yeah, you can get gear for cheaper, but I've NEVER found customer service at any retailer as good as you get at REI

the goat
12-15-2006, 23:12
yeah, they're customer service is pretty damn good. which is a rare thing, imo.

Pacific Tortuga
12-15-2006, 23:47
I've been buying every thing from REI the last six months. Gifts for everyone, birhday's, Christmas, hanukkah, weddings and of course ........ me all at retail prices. I know this is fiscally irresponsible but I keep thinking of the size of my dividend check in early March. I have bought 90% of what I'm carrying already so I will just use the check for this and that as I hike. REI sells the main stream gear and thats fine (i lean towards cottage gear) but I believe in them and their customer service completely. REI is DA BOMB :)

iamscottym
12-16-2006, 00:26
I've had similar experiences with REI. And for their trouble, they get virtually every gear dollar I spend.

Topcat
12-16-2006, 08:32
There is a reason that they are listed as one of the 100 best places to work (and it isnt pay...lol). Some people on Whiteblaze dont like them, but i put them up there as one of my favorite stores. I especially love my dividend.

rafe
12-16-2006, 08:48
I've had mixed success with REI. It seems my mind turns to mush inside that store, and I've bought some really silly gear there. The sales staff will try sell you what they have in the store, and not necessarily what's best for an AT thru-hike. (How would they know, anyway?) OTOH, I've also had the sales staff encourage me to return stuff that I'm not happy with. And so I have... :D I've spent megabucks at REI over the years, so I'm not feeling too guilty about it. It's definitely not the place to go looking for ultralight gear.

Jerm
12-16-2006, 09:02
OTOH, I've also had the sales staff encourage me to return stuff that I'm not happy with.

REI does not stand for Return Everthing Incorporated for nothing!;)

stumpknocker
12-16-2006, 09:03
I love their name brand lite-weight and mid-weight microfiber shirts. I've used the last two for over 5,000 miles without any real signs of wear. My heavy-weight REI shirt almost never gets used because it makes me too warm.

I would wear holes from my backpack in Patagonia Capilene shirts in less than 2,000 miles. I did that several times before I switched to REI brand shirts.

I also know a couple former thru hikers that work at REI in NE Atlanta. :)

chknfngrs
12-16-2006, 09:32
REI is all about heart. The folks who work there (especially in Customer Service) are very good at what they do. REI has excellent customer service. At times, their sales specialists CAN be overbearing and try to fill your cart with things you don't need, but I always talk back and they seem to 'get it' that I don't really need the help.

Retail's not always the best place to work...most of the time, in the retail world and any store for that, if it's nice outside, you're working inside and missng some of the goodness that good weather provides. Benefits are in the employee programs. Also to be a part of the Forbes Top 100 list, my good friend and longtime REI employee said the company has to pay to be involved! Yow!

Sly
12-16-2006, 10:51
I was in the Perimeter store the other day checking out the Antifreeze (down) and Gossamer (primaloft) jackets when the sales person asked if I hiked? Well yeah!

Anyway, she was real helpful and found one out back in the color and size I wanted. Most of the people in the store were great, laid back and not pushy at all.

http://www.rei.com/online/store/ProductDisplay?storeId=8000&catalogId=40000008000&productId=48024690&parent_category_rn=4501424&vcat=REI_SSHP_MENS_CLOTHING_TOC

Almost There
12-16-2006, 11:56
I like REI, if I know what I am looking for. Their customer service and return policy are second to none. One thing, if you are going there for shoes or boots, know what you want, they will try to push boots every time if you are a backpacker.

squeeze
12-16-2006, 16:04
da bomb: (adjective) Great; awesome; extremely cool (http://www.csupomona.edu/~jasanders/slang/gloss.html#cool).

In case anyone else was wondering.

QHShowoman
12-18-2006, 18:24
The sales staff will try sell you what they have in the store, and not necessarily what's best for an AT thru-hike. (How would they know, anyway?)

I can't speak for ALL REI locations, but in the store that I work at, you can't work in the camping, climbing, biking, or paddling departments unless you are pretty experienced in those areas. We have several thru-hikers who work in our store and in addition to working the sales floor, many of them conduct workshops and classes on backpacking, long distance hiking, etc., so they really know their *****, so to speak.

And incidentally, REI was #9 on Forbes Top 100 List last year ... and has been on the Top 100 list EVERY year since Forbes began publishing it. And for a retail store, their pay is nothing to snort at. When I started at REI, I was making more than $3 over the state minimum wage; a year and two raises later, I am almost making DOUBLE the state minimum wage. Not too bad for someone who only works about 15 hours a week and much better than many other retail jobs.

Egads
12-18-2006, 18:51
I shop at REI Atlanta & Online and had good experiences with both. The service is top notch & the staff is knowledgeable of their products.

REI has good sales about 4 times a year & they give members dividends to apply against purchases.


REI Management take notice:
You can't buy any product that is not marketed to the masses.

Don't even think of asking to see a tarptent, quilt, hammock fly, freezerbag coozy, gearskin or any light weight pack, etc...:confused:

Where are the light weight products that thru hikers really want?

Where are the high end brands like Feathered Friends, Western Mountaineering, Mont-Bell, Nunatek?

I like to put my hands on products before I buy them. You can't do this when buying on the internet.

chknfngrs
12-18-2006, 19:46
Egads: REI is not obligated to carry anything. Were I you, I'd contact said vendors and ask them why they aren't in REI. Most likely you'll hear that they're not large enough to turn a profit big enough to make sense for REI to carry them in the first place. That's why you should go through those high-end guys directly.

Alas, to compute your comment on in-hands shopping, I cannot argue with you. Nothing will ever take the place of a outfitter/shop. It makes it harder sometimes to buy all that great stuff, doesn't it!

Jim Adams
12-18-2006, 19:54
Stumpknocker,
I have been using capilene simply because it doesn't retain odor. How is the REI stuff that you were talking about? I will switch in a heartbeat if it works as well and lasts longer!

geek

rafe
12-18-2006, 22:16
I can't speak for ALL REI locations, but in the store that I work at, you can't work in the camping, climbing, biking, or paddling departments unless you are pretty experienced in those areas. We have several thru-hikers who work in our store and in addition to working the sales floor, many of them conduct workshops and classes on backpacking, long distance hiking, etc., so they really know their *****, so to speak.

OK, quick example from the weekend before last. I was allowed to roll out and set up an MSR MicroZoid tent. Glad I got the chance, because it really was too small, even for me... so one more tent to scratch off my short-list. When I asked the associate if they carried single-wall tents, I was told, no, "because they don't work for New England conditions." Now, as I understand it, Tarptents are becoming somewhat popular among thru-hikers, and get rave reviews almost everywhere. Unless I'm quite mistaken (it's happened before ;)) this associate was feeding me a bit of bull.

chknfngrs
12-18-2006, 22:22
I think some REI staff can get carried away with things. They get so excited to talk gear that sometimes they forget some folks don't speak Gearhead.

I also think single wall tents are not preferable in conditions other than dry, arid environments.

ahodlofski
12-18-2006, 22:25
REI is great...be sure to hit the REI.com website...then look for the REIOUTLET tab...they have great deals...sometime insane deals...on there on random gear. I got a Marin county road bike for $699 marked down from $1099 last year. That and a great new ski hat for 5 bucks. YAY!!!

Plus..that dividend check you get back at the end of the year...so sweet.

ahodlofski
12-18-2006, 22:26
Oh yea...be very careful if you ask a question at the store...leave looooots of time for the answer.

rafe
12-18-2006, 22:45
I also think single wall tents are not preferable in conditions other than dry, arid environments.

You think, or you know?

Skidsteer
12-18-2006, 22:56
I think some REI staff can get carried away with things. They get so excited to talk gear that sometimes they forget some folks don't speak Gearhead.

I also think single wall tents are not preferable in conditions other than dry, arid environments.

REI staff speak gearhead?

Next time you visit ask the salesperson if they stock gearskins, snakeskins, LuxuryLites, or a Tarptent Double Rainbow.

If the silence becomes too awkward, just ask 'em where the orange trowels and Leki poles are. :)

Sardine
12-18-2006, 23:55
ok. HUGE CLARIFICATION NEEDED.
MY daughter has never offered and I've never asked her to use her employee discount for myself or anyone else. She and I know the rules. It's a standard joke between me and her, after any shopping trip I make to REI. I wouldn't and didn't mean to imply otherwise. If I could edit or delete the post I would. I don't want to jeopardize my daughter's job! Jeez! If she were in the least bit serious with such a comment, I would be just as serious in telling her she knows the rules as well I do . . .

Sardine
12-19-2006, 00:25
Since I cannot edit posts here, I need to add that I did not in any way mean to imply that my daughter abuses her employee discount. It's a standard joke between me and her every time I tell her I went and did some shopping at REI. She says something like that every time and every time I say "Yeah, right!" or something like that. She and I both know the rules and I wouldn't do anything that would jeopardize her job there. I have never asked her to use it for me or for anyone else and she has never offered to. It was meant as humorous aside, since we all know REI employees get to buy the stuff we like at a discount. I've apologized to her and let people who have called me on the issue know that I know the rules and she knows the rules.

As for the follow up, here it is:

There were no phone calls from the post office after I complained to the supervisor there. Nothing. No indication when they'd get to the bottom of the problem or how. So I left a complaint with the Inspector General.

Last Saturday afternoon I spotted the carrier and I went and told him my story. The package never arrived at my door. There was no key in my box for the package box where they put oversize mail. There was no note that they'd delivered it to the complex's office. Nothing. He tells me he was off on Wednesday, but to meet him at the boxes. He recalls seeing a package in a package box. Sure enough, there it is, in a different bank of mail boxes, a key hanging out of the key hole. Open to the world. Anyone could have taken it. The person who got the key just left it there.

I was able to call REI and cancel the replacement order before they sent it out.

I'm a big fan of REI's customer service and products. I'm an even bigger fan of my daughter. . . . But now I'm really upset that my loose humor could hurt her . . .

Jerm
12-19-2006, 00:41
I have been using capilene simply because it doesn't retain odor.

i don't know what capilene you are talking about? while i love the capilene that i have, it gets stinky rather quickly. i use it for running and can't wear the same shirt days in a row, on the trail it is a different story.

now, the new capilene that goes by 1,2,3 and 4 has a new odor control element. my first piece of it has treated me rather well. 5 day trip, never taking it off, and i still wore it home on the way back from the trail.

the best thing i have now are my new merino wool by icebreaker and patagonia. i have yet to wash either of my new tops and i have had them both for over a month. they just don't retain odor!!!!!!!!!!!

QHShowoman
12-19-2006, 11:08
When I asked the associate if they carried single-wall tents, I was told, no, "because they don't work for New England conditions." Now, as I understand it, Tarptents are becoming somewhat popular among thru-hikers, and get rave reviews almost everywhere. Unless I'm quite mistaken (it's happened before ;)) this associate was feeding me a bit of bull.

Well, traditionally, the train of thought on single-walled tents is that they don't work well in the humid conditions typical of New England -- many lack adequate ventilation which results in terrible condensation. So the sales associate wasn't "feeding you a bit of bull."

However, well-designed tarp tents like those manufactured by Henry Shires (I own a Cloudburst, so I am partial to his tents), are designed to maximize ventilation and minimize condensation and are indeed becoming increasingly popular for use in all sorts of climates.

Had I been your salesperson, I might've offered such information, but clearly, not all sales associates are going to know everything about all products on the market. While there is definitely added value in having a salesperson who has expertise in products beyond the scope of what REI sells, it makes more sense to develop the salesperson's expertise in the products REI DOES sell, first.

rafe
12-19-2006, 11:38
While there is definitely added value in having a salesperson who has expertise in products beyond the scope of what REI sells, it makes more sense to develop the salesperson's expertise in the products REI DOES sell, first.


No quarrels. It's almost instinctive for a sales person to cast aspersions on any product that they don't sell. But I think what it comes down to is that there's really not much market in selling die-hard "ultralight" gear to hiker trash. REI still needs to turn a buck, and most of the bucks come from yuppie weekend warriors. Shiny purple Lexan Nalgenes cost $8.00, but hiker trash knows that an empty Gatorade bottle will do. :D

trail ronin
12-19-2006, 23:29
If you need expert help with boots (And I mean EXPERT) and you live anywhere near Atlanta , go to REI Atlanta (Clairmont road Exit 91 off of 85 ) and ask for Joe Clancy.I drive over 90 minutes and past one other REI store and 4 other outfitters that are closer , just to talk to this guy. He can solve your problems!

stumpknocker
12-23-2006, 21:39
Stumpknocker,
I have been using capilene simply because it doesn't retain odor. How is the REI stuff that you were talking about? I will switch in a heartbeat if it works as well and lasts longer!

geek

Hey Geek, just got around to checking some posts and found your question.

The REI brand shirts don't retain any more odor than the Patagonia's do and they definitely last longer. :)

Pacific Tortuga
12-23-2006, 21:54
Sardine - Donation = Edit could not post without it myself :)

buckowens
12-24-2006, 10:03
REI customer service is spectacular. My story is a Christmas gift for the wife which was due to arrive before Christmas (this one). It was delayed, probably because of the horrible NW weather, and due in the day after Christmas. REI called me, which is in itself amazing, and offered to ship another whole order overnight on their dime. That order was doing great until it got to Louisville and the plane broke. Now all of the packages are coming the same day, which is the day after Christmas. It was not meant to be. As a pilot, I go back to my favorite saying "Time to spare, go by air"... REI sent me a 25 buck off certificate for my trouble as well.

I have found another excellent supplier in basegear.com, which has a pretty good selection, quick shipping and they take PayPal.

Sly
12-24-2006, 10:17
One thing I don't like about REI is the online free shipping to the store. Free is usually good but by the time I drive to the store and back, spend money on gas it's easier and maybe cheaper just to have it delivered.

Even if I lived closer, it's been 2 weeks since I placed the order and it's now just leaving WA state. I suppose they wait until the store itself needs to be resupplied.

troglobil
12-24-2006, 10:29
I agree with you there Sly, I work 10 minutes from REI. I'd rather it be delivered to the house

Pacific Tortuga
12-24-2006, 17:23
I agree with you there Sly, I work 10 minutes from REI. I'd rather it be delivered to the house

I think they work on the premise that getting any impulse shopping hiker in the store is good for them, works on me, :o everytime.

QHShowoman
12-27-2006, 11:51
One thing I don't like about REI is the online free shipping to the store. Free is usually good but by the time I drive to the store and back, spend money on gas it's easier and maybe cheaper just to have it delivered.

Even if I lived closer, it's been 2 weeks since I placed the order and it's now just leaving WA state. I suppose they wait until the store itself needs to be resupplied.


Well, you're certainly not obligated to have the item shipped to the store -- you can elect to have it delivered to your home for a reasonable shipping fee.

When you order an item from REI.com or via the 1-800 number and have it shipped to your local REI store, it is sent with the store's regular delivery via truck from the REI Distribution Center in Sumner, WA, which is why it is free. Most stores have a regular delivery schedule which varies by store and location -- larger stores usually get deliveries 2x a week. It takes about two weeks for the distribution center to pick the items, load them onto the delivery truck, and drive the truck to the retail location.

REI's east coast distribution center (located in Bedford, PA) is slated to open in early 2008 (they've already started construction) and will service all REI retail stores east of the Mississippi River. This will certainly help to cut down the time it takes to ship orders to retail stores.

Sly
12-27-2006, 12:23
Well, you're certainly not obligated to have the item shipped to the store -- you can elect to have it delivered to your home for a reasonable shipping fee.


I know that. Don't get me wrong REI has been great for what they offer. I probably just missed the store's last scheduled delivery which is probably why it's taking so long. I'm still trying to figure it out.

Since I don't need any of the stuff in a hurry I'm not worried. After reading their return policy (where they don't refund shipping) I'll take the time and effort to continued with store pick-ups.

I do have another beef though! Since I'm normally a very frugal shopper and only buy things online on sale with an additional coupon if I can, every thing I seem to buy, isn't eligible for the year end rebate!

Sly
12-27-2006, 12:26
It takes about two weeks for the distribution center to pick the items, load them onto the delivery truck, and drive the truck to the retail location.

Maybe that's the problem. I ordered something from STP yesterday and got a email confirmation hours later that's it's been shipped. For free to the house, no less.

QHShowoman
12-27-2006, 12:59
I do have another beef though! Since I'm normally a very frugal shopper and only buy things online on sale with an additional coupon if I can, every thing I seem to buy, isn't eligible for the year end rebate!

Right. Any item that you buy from REI that is on sale, purchased via the REI Outlet, or discounted 15% or more through the use of coupons or other promotions is NOT eligible for the member refund. It's one of the stipulations of membership in the co-op, just like how your refund is reduced 2% if you pay with a debit or credit card (other than the REI Visa).



I ordered something from STP yesterday and got a email confirmation hours later that's it's been shipped. For free to the house, no less.

But that's the exception at STP, not the norm. STP's shipping and handling is generally based on the amount of your total order, like REI's shipping and handling is. The shipping fees between the two retailers are comparable. The fact that you received free shipping was most likely due to a special promotion you took advantage of. Furthermore, with STP, you have no option but to have your order shipped as it is almost exclusively mail order -- there are only 3 STP outlet stores, all not very conveniently located unless you live in WY or Reno!

Sly
12-27-2006, 13:12
The fact that you received free shipping was most likely due to a special promotion you took advantage of.

Yup, as I said I'm a frugal shopper. I not only got free shipping, but $20 off a $50 order using Google checkout! I also like the fact that STP doesn't charge sales tax! ;)

frequency
12-27-2006, 17:51
I second that emotion - REI is often worth the price differential based on return policy and quality, etc.

ALSO: If you get slightly half way up and need a re-outfitting - go to Harpers Ferry Outfitters. Their prices are very competitive. Their staff is knowledgeable (employs past.thru.hikers) and their service is on par with REI. Sit out on the porch a while and ruminate if you like ... their gear is lightweight and highly specialized. Cannot wait to revisit in March.

Dancer
01-02-2007, 17:45
I like having things delivered to the store even though my nearest REI is an hour away. There are a couple of punk kids in my neighborhood that have been accused of stealing packages by other neighbors. I don't know if it would happen but I don't want to find out. They look shady and I've seen them looking in cars etc.

I drove up to the Raleigh REI to pick up an order and spent $130 last weekend. Staff was friendly and helpful, not pushy. Being a plus sized woman I usually get strange looks in sporting goods stores like "what are you doing here?" The gentleman that helped me acted like it was perfectly normal that I would be a hiker and didn't try to sell me what I didn't need. I didn't get his name but because of him I'll be going back.

Lanthar Mandragoran
01-02-2007, 18:37
I've always wished that REI would setup a location in the KC area, but the closest one is St Louis... ah, well...

On a different note, we do have cabella's and are getting TWO bass pro shops... if you prefer the hunting / fishing parts of the outdoors...

TN_Hiker
02-13-2007, 17:05
Here is another story about REI's great customer service. Approx. a week ago I purchased a large daypack (REI Lookout) on a clearance sale for $60. However, I needed a large which was not stocked in the store, so they ordered it for me and had it shipped to the REI Brentwood location (no shipping charges). Today I went to pick it up and was told the pack was marked down again after I ordered it. The price had been changed to reflect a 50% off. I was totally unaware of the price change until the employee pointed it out. The new price was $25. You know what the did? They refunded me $35!!

John Klein
02-13-2007, 17:46
Their web site says they mail out dividend notices in March. Does anyone here know when in March they usually receive their dividend notices? I'm trying to anticipate making my next purchase(s)...:-?

Nameless
02-14-2007, 00:06
I called REI about dividends recently. I have their credit card, so I recieve a sizable dividend. Since I start my hike March 1st I was hoping to use my dividend before I started hiking.

The lady on the phone said that they usually finish figuring out dividends at the end of February and you should recieve your dividend towards the begining of March.

Also, a little known fact is that you can request a check for your dividend amount. You have to wait until June 1st. I think I'm going to end up doing that this year because I will have trouble targeting REI on the trail, so this way I could spend the money elsewhere.

Always loved REI.
Pink

dmb658
02-12-2008, 22:06
Dividends come out Feb. 24th along with a 20% off coupon

I work at the REI in west hartford in, suprise, Customer service! the one thing i've learned about REI is that we are ALL about customer service and that 99% of the time you will leave happy. FREE shipping can take a while, but it is FREE

just something to keep in mind, and if you have any rei related questions, just send me a pm, i'll let you know whats up!

Lost My Mind
02-12-2008, 23:08
Glad to know when the dividends are coming so I don't have to run to the mailbox everydat! Already have my shopping list ready.

Hoop
02-12-2008, 23:59
quote: If you need expert help with boots (And I mean EXPERT) and you live anywhere near Atlanta , go to REI Atlanta (Clairmont road Exit 91 off of 85 ) and ask for Joe Clancy.I drive over 90 minutes and past one other REI store and 4 other outfitters that are closer , just to talk to this guy. He can solve your problems!


Ditto. Very helpful, no pressure.

Feral Bill
02-13-2008, 00:27
I shop at REI often, but have some issues.

1. REI has huge buying power and sales volume. They could easily include a full range of clothing sizes, but fail to carry anything in talls. They instead carry a vast selection of functionally identical items in s, m, l, and xl sizes. A co-op should serve all sizes of members.

2. REI does not support all the gear that they have sold. They do not, for instance, carry hip belts for external frame packs, or parts (the tank lid gaskets need occasional replacement) for SVEA stoves. They must have sold many thousands of these items over the years.

Still love the service, such as re-fitting my kids packs as they grew.

Bearpaw
02-13-2008, 00:38
I shop at REI often, but have some issues.

1. REI has huge buying power and sales volume. They could easily include a full range of clothing sizes, but fail to carry anything in talls. They instead carry a vast selection of functionally identical items in s, m, l, and xl sizes. A co-op should serve all sizes of members.

2. REI does not support all the gear that they have sold. They do not, for instance, carry hip belts for external frame packs, or parts (the tank lid gaskets need occasional replacement) for SVEA stoves. They must have sold many thousands of these items over the years.

Still love the service, such as re-fitting my kids packs as they grew.

I'm not sure what you're driving at, but spend some time on REI.com and you'll see REI brand clothing offerred in talls in a numer of items. They also offer extended size clothing up to XXXXL in many options.

They can't be expected to carry replacement parts for gear that often is not carried anymore (such as the Svea) , and their generic replacement parts section likely has a number of options that will work on an external frame pack. They would almost certainly arrange a special order if you needed a part.

Some people seem to think REI is as big an operation as Walmart, but the outdoor industry across the board is miniscule next to mass market options like Nike. REI certainly can't make the companies they buy from make extended sizes, and you can't reasonably expect REI to make every clothing item available in ALL sizes. Vasque tried this in their bootline a decade ago and suffered substantial losses.

Feral Bill
02-13-2008, 21:47
I'm not sure what you're driving at, but spend some time on REI.com and you'll see REI brand clothing offerred in talls in a numer of items. They also offer extended size clothing up to XXXXL in many options.

They can't be expected to carry replacement parts for gear that often is not carried anymore (such as the Svea) , and their generic replacement parts section likely has a number of options that will work on an external frame pack. They would almost certainly arrange a special order if you needed a part.

Some people seem to think REI is as big an operation as Walmart, but the outdoor industry across the board is miniscule next to mass market options like Nike. REI certainly can't make the companies they buy from make extended sizes, and you can't reasonably expect REI to make every clothing item available in ALL sizes. Vasque tried this in their bootline a decade ago and suffered substantial losses.

I just checked th REI site. They have zero rain or wind shells in talls, but a couple of fleeces are in there. We (I am a long time member) could do better.

Wise Old Owl
02-13-2008, 21:53
I've had similar experiences with REI. And for their trouble, they get virtually every gear dollar I spend.

Mr Speaker! I second that incredible motion!:banana

zoidfu
02-13-2008, 22:00
Their shipping is terrible. If you want something from them, physically go to the store.

Footslogger
02-13-2008, 22:06
Their shipping is terrible. If you want something from them, physically go to the store.

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Definitely not my experience. Maybe it has to do with where I live (Wyoming) but I have always had GREAT shipping.

'Slogger

Tinker
02-13-2008, 22:08
For what they get paid, they do a great customer service job (I interviewed with them for the Cranston, RI store, and, when I was told what they paid, said I couldn't live on it). I worked at the Reading, Ma. store back in the mid 1980s, and had to leave because I couldn't afford to live on what they were paying back then.
It's a great company for benefits, though.
I shop there regularly and have great empathy for their employees.

zoidfu
02-13-2008, 22:09
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Definitely not my experience. Maybe it has to do with where I live (Wyoming) but I have always had GREAT shipping.

'Slogger

We already had this convo, remember? I want to forward my stuff to your mailbox:D

Footslogger
02-13-2008, 22:11
We already had this convo, remember? I want to forward my stuff to your mailbox:D

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I remember ...bring it on !!

'Slogger

desdemona
02-14-2008, 00:50
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Definitely not my experience. Maybe it has to do with where I live (Wyoming) but I have always had GREAT shipping.

'Slogger

I also noticed though most people here are not from Wyoming (or elsewhere in the West). Hey there another Westerner though!

I like REI, but I can go to the store. I have ordered from them, but that was years and years ago-- before they had many retail stores.


--des

ZEKE #2
02-14-2008, 09:36
I received great boot fitting advise from our REI in Wisconsin.

I was having trouble with my MSR Whisperlite stove and after asking a few questions, I found myself with a store salesman by a rock getting hands on lessons on how to operate, clean and troubleshoot. Amazing customer service.

Three months ago I was in the store looking for Women's UL packs and they carried nothing of the sort. I needed to go to the on-line store. I made an Internet purchase , went to the store to pick it up and discovered that REI now has a complete line of UL Women's backpacks. So I returned my purchase and bought an REI UL 45 liter backpack.

REI rocks!