I love REI, but recently had a disappointing experience. I bought a new Novara mountain bike in October, rode it one time, and the shock adjustment lever broke off. I took it in immediately hoping that the part could be replaced quickly so that I could get back out riding. The customer service and repair time was so disappointing!
There was no communication on how long it would take to repair the bike, and no one ever called back with repair status, even when I called in. I patiently waited and finally called the Store Manager after over three weeks and complained. Amazingly, I received a call within 30 minutes to say the bike was done!!
Don't be in the bike business if you can't take care of your customers in a timely manner!