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  • I always thought REI thrived on customer service. My first trip to this store while living in AZ and I am extremely disappointed. I came in to purchase a roof rack. Checking out well over $500. (Even outdoor "brands" are priced ridiculous). Anyways, I see a sign that says something like, "we offer rack installation at the store". I think to my self, that's awesome. After I pick out all the parts and pieces (by using the "fit guide" book - no one approached me to help). I ask whether I can get my rack installed. The response was oh no, you have to make an appointment for that.... I think to myself - "Im giving you a $500 sale and you're telling me I have to come BACK to have my racks installed?" Yes ma'am they said. That is totally illogical and a waste of my time. And they went on to say that, oh well we got a lot of bikes in the shop today everyone is busy. Really? Well are those bikes due today? Probably not. Why the hell would you not offer same day installation for roof racks and make your customer return to the store for an installation "appointment" at a later date. Not acceptable. Oh, then I called another store in the area and they said they don't even offer weekend installation and their shop is too busy as well. Wow - your customer even PAYS you for installation. It's not even free. So you're refusing my money as well when you could turn my $500 into $550 plus. Now YouTube will get better reviews than my REI store because it'll help me better than people at your store.
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