REI Return Policy: I feel guilty!

There is always a perennial discussion about REI's return policy. Fact of the matter is, they sell far more items because of their return policy and the extra business they get more than offsets the cost of taking back items that other stores wouldn't. There's a good chance you would have bought a different item at another store if it wasn't for their policy in the first place. How many items have you purchased from REI that you haven't returned? Personally, I have bought a lot of things at REI for the "peace of mind" and have only returned one or two expensive items from them ever.

It's a smart business decision more than a moral one for them. If you are personally comfortable with returning it, then go right ahead. Keep in mind that they sell the items that are returned to them at their used gear sales and recoup a large fraction of the cost of the item that way. Plus somebody else gets a great deal on a piece of gear.

Andrew

Exacty what Andrew said I buy there for the peace of mind of there awsome return policy and they get my business for that reason

Wow! I was not aware of that. I am not in a city with an REI brick and mortar. I assume those used gear sales are exclusive to retail outlets and not online?

I am one who will not exploit a generous return policy with my personal gear experiments. It would be like being in a restaurant returning food because I did not like the taste. I just can not do it.

I can not think of another outdoor gear retailer though that has such a nack of retaining their customer base.

gotta luuuv rei's feed it to a bear and well still take care of it policy …

Their rewards/points program and return policy are genius! You buy the item from them even while another online retailer is offering the product with 10-15% discount to their pricing.

A few of the local independent dealers around where I live and some manufactures think REI is wrecking the industry with their liberal return policy. Because people buying stuff from them expect the same treatment on fully trashed items by the fault of the consumer.

I was at Rei one day and the return that opened my eyes was a women returning two jogger buggies that were at least 3 years old. Used on the beach because of the salt water damage to metal parts running on the beach at low tide and the nylon fabric was really faded and the plastic parts were discolored from sun damage. I even said something to my cashier that could not believe they were giving her new ones. The Cashier just blew me off and rang me up.

I worked for a Pearle Vision and we use to sell no question asked insurance exchanges for one year on spectacles for about $30.00. Patients used this to their advantage they would come in with scratch lens or bent frames month 11 and get a free pair of glasses. The best one I saw was a Patient came in wanted a exchange on a perfect frame and lens and the manager refused to replace them because their was nothing wrong with them. The patient walked out the door and twisted the frame in to a ball and the lens popped out. Then walked back in said their damaged I want my new pair the manager had to give it to him even though it was damage on purpose by the patient.

All the private practice local optometrist hated our liberal return policy and were glad when we finally ditched the insurance program because we were losing to much money.

So one of these days when REi puts all the independents out of business they will stop this policy also.IMHO
Terry

Annnnnndddd that little gift you get in May called a dividends check.

They also don't pay their employees on commission, so they have no incentive to sell you something expensive if something inexpensive will better suit your needs.

They don't have the advantage of cottage manufacturers; you won't find the likes of a Trailstar or Echo at REI, but you can get some good lightweight gear there, like Ibex wool clothing and BD trekking poles. (Even Trangia and Vargo alcohol stoves.)

Hilarious!

My private local optometrist (it is a 5 person practice with two locations) includes a one year frame (specific models) and lens replacement guarantee for free. I go to them instead of a large chain where I'd have to pay for this. :)

I also buy gear from REI and EMS because of their return policy. If it wasn't for that, someone else would likely get my money.

I used to think REI stood for "Really Expensive Inventory".

Now, REI = "Return Every Item".

This is why I bought my CF hiking poles from them, and other things. Peace of mind. I like the sales at the Outlet site, so I can order a couple different sizes of gear or clothing, ship free to store, see what works, and return the rest (or all), NQA.

Don't feel guilty! The cost of REI's return policy is built into the price! On most items, I do a lot of comparison shopping and have found that even considering the dividend, most REI prices are higher. About all I buy there are small stuff (fuel canisters, small plastic containers), items that are fixed price (i.e. the same everywhere), the occasional bargain (i.e. 20% off coupon) and the very occasional pricier item about which I am dubious and think I might have to return after more extensive trial in the field. (Examples: the Neo Air and the Steripen Adventurer.) For most items, I'd far rather patronize the locally owned stores or the online "cottage" manufacturers!

If an item falls apart before the end of its useful life, by all means take it back!

"So one of these days when REi puts all the independents out of business they will stop this policy also.IMHO"

I've been a member of REI for more than 10 years and they've had the same generous return policy the entire time. I don't know how long they've had the policy, but it's been a very long time. If they were ever going to change it they would have done it by now.

I've been an REI member since the early 1980's and, to the best of my knowledge, they've always had that return policy. It was, however, in the 1980's (according to members older than I) that REI shifted from being a great source for climbing and backpacking gear not found elsewhere to becoming a "yuppie" store selling all things to all people (but cutting way back on the variety of backpacking/climbing gear) in multiple retail outlets. There was a move then to elect a board of directors that would reverse this policy and return the company to its roots. We tried, but failed. The return policy may be the only item left from the original REI!

I have seen several local gear shops go out of business shortly after REI added a retail outlet in the area, so I know it does happen!

I really like the REI branded product as well. It is usually so well thought out. And with the warrenty / return policy it gives a lot of piece of mind.

Personally I fully believe that the intent of the policy is to allow you to test out the gear before you commit to keeping it. I found this especially useful with backpacks which even if you go to a store and try it out for an hour or two you really don't know how a backpack will perform until you take it out on a 3 day trip. Same with shoes.

Although I think this policy will limit the amount of lightweight gear as it is inherently less durible.

Do you actively participate in the online reviews of products wihtin REI? How much influence do the reviews have in your decision making? With REI's return policy they make you comfortable to express your opinions freely. Case in point is how the Sahara Convertible pants(newer models) have been slammed. I suspect they can use that information to control product inventory.

:)

I've had really good experiences with REI. They are more in tune with traditional backpacking, but that is where the big $ are. I buy things like pads, Platys, Steripen, stoves, canisters, and foot wear from REI.

Nothing like using a dividend check plus a 20% discount to get something you've wanted for months.

I wouldn't feel bad at all, but then I brought back two pair of Sahara pants for the exact same reason in the past 3 months. The second pair lasted less than 5 days worth of use, all of which was just running around town.

if they did not want you to do it, they would not allow it or they would start a different policy. they charge full price MSRP – everyone at REI is doing all right.

if there is any kind of defect you should take it back, i think that is honest.

if you intentionally break it or have used it for its expected life span then that would be dishonest.

The best one I ever seen was a lady returning 700$ worth of clothes and a bike because she"liked the new years versions better." Everyone in the store was like WTF?

I wouldn't feel guilty at all. I just became a member this year and went to the garage sale. I picked up some good merchandise that other people returned under the policy. Normally, if I buy something anywhere I try to make an informed decision before I buy and live with the consequences, but after going to the garage sale I realized it is part of their marketing strategy/budget and it works.

At the sale someone returned a down sleeping bag that anyone in their right mind would have been embarrassed to return. It looked like it had been dragged behind their truck on the freeway for 10 miles. It was black with dirt and had duct tape on it. But from that I came away with the realization that if I bought something there and it didn't work out that I could bring it back. This really sold me on buying from them guilt free.

I plan on returning a pack I bought for my son that seems to be a little large on him and get a different one this week. Normally, I would have kept it, purchased a different one and waited for him to grow into it. Instead I will get him a new one that he can use and when he grows more, I'll find a new model that he likes instead of using a three year old one. This saves me money because it won't be tied up on something sitting on the shelf.

I also like reading the reviews on the website and find them very helpful in making decisions.

Don't feel bad.

On numerous occasions I helped members return items that 'did not live up to expectation' – like the pair of Vasque Sundowners with gaping holes worn through the outsoles. Obviously the boots were not 'as advertised' because they 'fell apart' after 2 thru hikes on the PCT.

Yes, you heard me right.

One of my favorites was the couple who registered at REI before they got married, took the trip using the gear they got, then decided they wanted the cash more than the gear. $3,500 at the register – no questions asked.

Return Every Item? How about 'Rent Everything indefinitely'?

The Jetboil GCS that came back with the plastic cover melted to the Flux Ring?

'How was I supposed to know to take the plastic thing off?!'

The 20+ year old climbing gear, tents, crampons complete with spiders nests in the front points and an Eddie Bauer down jacket?

'No problem Sir!'

Believe me – your returns will turn not a single head. Once a Member reaches 90% return based upon purchases "The Letter" is sent, asking them to shop elsewhere.

The REI bread and butter is now with 'Rugged Outdoor Fashions' and the 'Family/Comfort Campers' so fear not – they will be in business long after That Really Good Local Gear Shop is gone!

I was waiting for an ex employee to respond. When I call their support group I feel they surely have all my purchases over the years on their computer screen and they know if I am "in the black" for them.

I am feeling better but still might look for a seamstress.

:)

Very astute.

Indeed, when a Member Number is asked for, 9 times out of 10 it is to see if you are a "Special Customer" by calling up your purchase history for the last 8 years.

Believe me – even when there is obvious overuse, but not abuse, of the 100% Guarantee, employees should never even mention it.

As to the quality of the pants in question?

Return them immediately. Exchange them for the current model or apply the credit towards some Ex-Officio or Columbia models of the same type. REI branded gear is, by their own admission, "The right gear for the right price."

Yes, it is good stuff – my REI Powerstretch Tights and Top are some of my favorite gear! My Sahara convertible pants? They never get worn. They simply do not breathe as well as Amphi's or even the Mtn. Hardwear versions. REI Liner Socks? Killer. REI Hiking Socks? Buy Smartwool or Darn Tough.

As long as you do not abuse the system, there should be no guilt. REI claims to be a Co-Op after all – it is YOUR company! If they fall short in any way – let them know!