Note: I don’t know if REI deliberately hides bad products, but their web site policies have that effect.
I need a new day pack. I found the REI Flash 22 pack on sale for $34.59, and at first glance it looked pretty good:
REI Item # 877567:
http://www.rei.com/product/877567/rei-flash-22-pack
Except it had no reviews. How could a popular REI-brand product have no reviews?
So I searched for “REI Flash 22 pack review”. On the first page were these links:
“Original” REI Flash 22 pack listing, REI Item # 862885 (same product as 877567):
http://www.rei.com/product/862885/rei-flash-22-pack#reviewsTab
3.5 stars, 29 reviews, and many complaints about shoulder strap failures. Some reviews include replies from REI promising that future versions of the Flash 22 will be improved. “Thank you for helping us design a better product.”
Older version REI Flash 22 pack at REI Outlet, REI Item # 869020:
http://www.rei.com/product/869020/rei-flash-22-pack-special-buy#reviewsTab
5.0 stars, 2 reviews.
Older version REI Flash 22 pack, REI Item # 844631 (same product as 869020):
http://www.rei.com/product/844631/rei-flash-22-pack#reviewsTab
4.3 stars, 79 reviews, no consistent complaints in the lower ratings.
Note how the REI Item # changes when REI puts the pack on sale.
And if you stumble across old reviews, which have the product photos removed, you can’t tell what version the reviewers discuss. Luckily, a few reviewers posted their own photos, so you can see the (subtle) differences. And with a little Google-fu, you can find old REI photos, e.g. Item # 844631 is at http://www.rei.com/skuimage/844631
I’ve seen similar patterns with other REI offerings.
I’m not going to tell REI how to run their business. I gave up on their fake “co-op” status years ago. It’s a big box retailer of outdoor equipment that provides rebates. And I can choose to shop elsewhere.
Here are some lessons for consumers:
– With some subtle tricks, any online retailer that allows reviews can intentionally or unintentionally manipulate the results.
– Do your own homework! Don’t rely exclusively on reviews hosted on sites trying to sell you the same product.
– Post product photos with your reviews. The same product name can be applied to many different designs, often in a short time frame.
– Beware of popular products that go on sale shortly after introduction.
– You may be beta-testing simple products like day packs. Even from well-known retailers.
– Because of product naming confusion, reviews might be for a different version of the product. That problem is not reflected in this story, but I’ve seen that for many other REI and Amazon reviews.
And, of course, the catch-all lesson:
– Buyer beware.
— Rex
