My review from four years ago is relatively the same. I still think REI is rediculously expensive but I have come to appreciate their other offerings such as classes. Recently I attended a backpacking class. This particular class was free but some do have fees associated with them. It was very informative. Mary covered safety, supplies, gear, etc., that you would need for a extended overnight hiking adventure. She also had a table of the items she was referencing and gave us a chance to sample a pouch meal.
Since I've recently taken up cycling REI was also one of the stops on my bike hunt. In this area I wasn't as impressed. The salesperson was nice and seemed informed but the selection, prices and inventory, seemed limited versus what I had been finding in bike only stores. As far as cycling clothing goes as with everything else in the store if you can catch one of their sales it's worth it.
As far as customer service I have never had a bad experience no matter what area I am browsing. I had to return some items that I bought online and no issues at all.