REI Returns

yes

Yes they are, BUT I've also noticed a marked change in their attitude, at least here at my local store (Ann Arbor, Michigan.)

I have an REI car-camping tent (Kingdom 6) that I purchased about 4 years ago. The thinner mid-pole started to shred this summer and when I called them about it, I got a scripted lecture about how the "only" way this could happen was due to mishandling or improper storage. I love the tent and hadn't criticized it in anyway; I hadn't even asked about them replacing it, in fact. But the guy's condescending attitude was so annoying, I think I'm going to invoke the grandfather-clause and have the whole thing replaced.

Since that phone call, I haven't purchased a single thing at REI. Not convinced that their new policies will end up being an overall positive for them.

I think many of us are now suffering from the many folks who were using the generous return policy to test gear with no intention of actually keeping it. I have seen labels on gear the the used and dented sale like

Brand new BA Copper Spur ; "tent too small"
Brand new SimmerLite stove: "Stove does not simmer"

I took in a Black Diamond avalanche shovel the handle of which had broken. The spring loaded locking pin had sheared off without my noticing during my last snow cave excavation. I had jammed the handle so hard it was no longer possible to disassemble the shovel to attach neatly to my pack.

Although the shovel was purchased 4 years ago, the guy at the service desk said I had abused it. I asked whether REI would do the courtesy of helping me RMAit to BD since REI is in fact a BD dealer and BD as a warranty that involves replacement or repair for a fee. The guy told me no.

Bruce,
My understanding is that if you bought it 4 years ago… before the warranty change… you fall under the 'satisfaction guaranteed, no questions asked' return policy.

Whether it was abused or not is irrelevant….

I have heard that some REI people are confused about that so you might need to educate them… If they don't see the light, ask for the manager. If he/she does not understand 'satisfaction guaranteed', the talk to corporate.

Billy

I had a pair a of fleece from them that I bought. On the first wash the pants pilled egregiously and the jacket's wind laminate stiffened and became obviously loud (I followed the washing instructions properly). They sat in my closet for a year or two as I forgot about them. Went to return them and they gave me a hassle and wouldn't do it…this was even before they changed policies. Went to a different store and the lady took it back without batting an eye.

I've since stopped shopping at my local store and now pretty much only buy garage sale items. They've definitely lost a lot of business due to improper training on their 100% satisfaction guarantee.

I returned a pack and stove (both used) a while back due to issues I was having with them and had no issues returning them.

I do have a new Stoke 29 pack I will be returning shortly so will see how that goes.

I just recently returned a recently-purchased NeoAir XLite and got the new one within a week. No questions asked.

I returned an Exped UL7 with a separated baffle, that I bought 3 years ago. Clearly a manufacturing/design defect. (The Exped warranty is 2 years on the UL line.)

I received a full refund, no questions asked, friendly, and helpful.

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