REI returns...

Just became not so unlimited effective today.

Summary of changes:
- 1 year return policy
- No time limit for defective gear.
- 30 day return policy on outlet purchases.

I think the one year limit for regular returns is completely reasonable, and should only affect people who abuse the system. As for the 30 days on outlet purchases, however, I think that's utter garbage. I've made many outlet purchases that were returned more than 30 days later (bought a few backpacks during a sale, tried them each on different backpacking trips over the course of a couple months, kept the one I liked the most.)

seattletimes.com/html/busin…

To me this is the classic , 'give them (the customer) an inch...' scenario . REI allowed people unlimited returns , and it was abused , shocking . The new policy seems totally reasonable .

Ian Stewart wrote:(bought a few backpacks during a sale, tried them each on different backpacking trips over the course of a couple months, kept the one I liked the most.)

You sir, are an abuser. REI - doesn't stand for RENT EVERYTHING INSIDE.

Well, for everything they've taken away from customers, they've taken more from employees. Why not let the Board of Directors know how you feel? E-mail board@rei.com

While you're at it, why not demand that they work harder to retain knowledgeable and qualified staff by offering a reasonable wage and a guaranteed 32 hours a week for full-time staff? You would think that this is standard operating procedure, as most high-end retailers and outdoor retailers offer this at the least, but not at REI. These two simple fixes would translate into a less frustrating shopping experience for members.

We know how you all feel when you have to wait for 20 minutes to get someone's attention because they're the only one scheduled for an entire department. We know how you feel when you ask a staff member a question that would require some moderate amount of knowledge and experience, but they don't know because they're simply hired because they know *how* to sell a product, rather than how to *use* a product.

Remember, it's a co-op, though mostly in title only these days. Why not ask the Board why the only way to become a board member is to be nominated by another board member? Why not take back ownership of the co-op?

This is a transitional corporate policy. Expect more revisions in a year. The manager of returns is going to deliver a massive margin increase inside of 24 months. Returns are a profit erosion.

"REI - doesn't stand for RENT EVERYTHING INSIDE."

+1

I used to work at and manage for REI. I am glad to see the policy change. I would get so frustrated when I would watch someone bring in a worn out piece of gear or clothing and return it for a new item only to bring that one in when it was worn out. I could access customer shopping history and see trends of certain individuals that were abusing the system and really could do nothing about it. I like the change. If you want to sell your integrity for a couple hundred dollars that is a shame.
REI does not stand for Return Every Item (another one we would joke about)

Agreed that this only affects the people who abuse the system. REI is a business and certainly retains the right to change its policies from time to time. And we the customers retain the right to take our business elsewhere, if we choose. I have been a member for over 20 years and I continue to purchase certain items at REI; usually those that I want to touch and feel beforehand, or if I need something immediately.

Always thought the "use it and then return it" people were pretty tacky.

Turns out they are whiners, too.

The new policy is reasonable, but their prices are terrible. One of the only reasons I still shopped there occasionally was because of the return policy. Seems like the prices are high enough to absorb return abusers.

I think it's worth emphasizing that manufacturer defects/warranty issues will be honored. Most of the new policy is entirely reasonable, and if you can't figure out if something is working for you in a year, there's always eBay and Craigslist.

As Tyler said though, the prices are *not* competitive, even with the dividend structure. I know the return policy was a big incentive for some customers who waver between an online retailer and REI. I don't think that will be completely diminished, but it is a consideration.

People who have never worked the Customer Service counter there would be amazed/dumbfounded at the lengths people go through just to take advantage of the policy.

REI no longer = Return Equipment Indefinitely

prices aren't great, but if you only shop when they do the sales it's about right.

Im glad this is happening. I know many people that abuse the shit out of that policy. The store where I work has a similar return policy on alpine hard good, can be the biggest pain in the ass, because most people think there more experienced than they really are.

On a side note:
I stopped buying things from REI when I was trying to get a new pair of climbing shoes, and like mentioned above I waited for 20 mins to get any help. Once I found someone I had the shoe in hand and told him I would like a 42. He questioned my foot size, I told him i'm like a 9, he responded that a 42 is a size 11........ I said no, so he measured my foot, said I need a 40, I laughed and asked again for a 42, he brought it back, and told me that when I really want to find out what climbing is all about to come find him. I never tried on the shoes, I walked right across the street to wilderness exchange and spent my money there, where yes they can talk above you at times but those guys know there shit, for the most part. Wilderness is my new gear store, thanks guys.

I'd like to hear from bearbreeder regarding this change, as he has vocally bragged on this site about overt abuse of the policy with brilliant defenses such as:

"If it was hurt REI they'd change the policy"

And

"If you don't like me abusing it, don't shop there"

Paul-B wrote:I'd like to hear from bearbreeder regarding this change, as he has vocally bragged on this site about overt abuse of the policy with brilliant defenses such as: "If it was hurt REI they'd change the policy"

Well obviously he was correct. Looks like the policy was hurting them and they changed it.... Not sure why you have a problem with him pointing out the obvious?

Wait until other retailers fallow suit because there isn't any competitive pressure to have a no questions asked policy.

BSheriden wrote: Well obviously he was correct. Looks like the policy was hurting them and they changed it.... Not sure why you have a problem with him pointing out the obvious?

Because it's clearly an abuse of the system. Regardless of the legality of it, it's disgusting to see that people take advantage of a system that's meant to help the customer.

Tits McGee wrote: You sir, are an abuser. REI - doesn't stand for RENT EVERYTHING INSIDE.

I hardly consider trying out a few backpacks, one weekend each, over the course of two months and returning those I don't like to be abusing the return policy. There's a difference between "renting" and "comparing" gear. I did keep one pack in the end.

Keep in mind that the 30 day return policy is from the "date of purchase" which, from online outlet orders, is often no more than 20 days once you've actually received the product.

Ian Stewart wrote: I hardly consider trying out a few backpacks, one weekend each, over the course of two months and returning those I don't like to be abusing the return policy. There's a difference between "renting" and "comparing" gear. I did keep one pack in the end.

I think trying them on (shoes, backpacks or similar) at your house would be fine. You can load up all your gear and see how they fit and pack. Yeah, its not a real world test after many miles, but you returned USED goods. One thing to return a new item with tags that was size tested and can be resold as new.

Your difference between "renting" and "comparing" - renting costs money.

Even without the return policy, the dividend is still a pretty good deal you won't get at other gear shops. Plus, it sounds like now instead of an absolutely one-sided return policy, they still have one that is advantageous to customers. If you walk out of Neptune's with any climbing gear, you own it for life. Sounds like REI will still take stuff back, just not replace it for eternity.