REI

Went to Reno REI due to my usual store not having HOKAS in my size in stock. I was looking for HOKA Trail shoes. Middle aged, short wiry employee standing around doing nothing in shoe dept. I had to ask him for assistance. I showed him my old pair of HOKAS that I was looking for a replacement. He said he had never seem them before. So I picked out a few different shoes to try on. He offered no assistance in helping me select shoes, offered zero advice. My sister was also with me looking to buy hiking shoes too. He treated her the same way. He seemed bored, disinterested. I selected a 200 dollar pair of shoes. The only time he perked up was when he was trying to sell me an REI Membership, which I didn’t buy. They guy who checked me out was like a Zombie. He said he couldn’t wait to get out of there, complained their device to play music in store was broken. Overall a crap customer service experience. I thought about it when I got home, went back the next day, and returned shoes. Went to Reno Running store, they actually helped me select some new HOKAS, imagine that! REI will not be making any money off me in the future— ever!

Had an AMAZING experience with Deb today! She spent an hour getting my husband and I properly fitted for 35l packs. I had previously bought one online for a backpacking trip through Peru and realized it fit me like a bad bra. I stopped in here today on my way to Truckee; I’m so glad I did! We both walked out with properly fitted Ospreys. I’m very thankful for her patience and answers to all our questions. She knows her stuff! Also, the checkout girls were awesome. Very friendly location. Happy to have bags to test at Frog Lake next week.

Their products are top quality no doubt. I came in to buy a hat which was great and priced just right. I would have given a 5-star rating but the checkout clerk was very pushy when it came to joining their loyalty program. Once I made it clear I wasn’t interested in joining, she instantly became unfriendly.

I recently signed up for my first half marathon. I decided on REI as the place to buy shoes because of the amazing return policy, however the service I received has made me an REI fan for everything outdoor gear. I walked into the shoe department and was greeted by Daisy. When I told her why I was there, she enthusiastically said "a baby runner!" Now, as a 41 year old woman, I could have been offended but her genuine excitement to help me made me excited too. After measuring my foot, asking about my foot strike, and the type of training I do, she set me up with 8 different pairs to try. She told me to test them out, run around the store (literally), and left me to it. I decided on a pair and thanked her for her help, but before I left she warned me about red lining, showed me some amazing stretches, and gave me some of the best encouragement. I did my first long(ish) run today and the difference between these and my old sneakers was astounding. This was the BEST retail experience I’ve ever had and it’s all thanks to Daisy in the Reno store. Give this girl a raise!

Got great help from Dee with a water filter issue I was having. She was super knowledgeable abt the filters and helped me pick out a new one to replace the old one. Also helped me return the old one that was causing problems. Overall incredible service.

I went in looking for a backpack upgrade for longer hikes. I worked with two employees who really were giving it their all (like a good 60+ min) trying different backpacks but they just weren't right for one reason or another. We settled on one that seemed "the most okay" compared to the others but still wasn't quite right. Walking around with the pack on, Dee (she's got a little "Chaotic NPC" pin on her vest) came out of nowhere, asked how I was liking it, noticed it wasn't fitting right, knew what pack it was without looking and said "I think you need XXX pack. Would you be willing to try one more real quick?" She could tell I was so "backpack fatigued" and drained, but willing. She pulled the specific pack off the shelf (one we hadn't yet tried), stuffed it, and it just fit perfectly. It was like wedding dress shopping and having that "aaahhhh~~" clear skies, this is it! moment. She was to the point, wasn't pushy, and clear on what I should / shouldn't want in a pack which was very helpful considering how over backpack shopping I was. If I had to get another pack, I'd search the store specifically for her help. Also in general, I'm fairly new to backpacking and had no idea that backpacks were as specific to a person as shoes are with different sizes of straps, torsos, pieces to velcro to size, etc. Going and getting fitted for a backpack, while exhausting for me, was a really good experience and I'm glad for the service and expertise of the employees.

Bought a camping mattress just under 200 each x2 , the salesman showed me something completely different to what I bought in terms of thickness, literally can feel the ground and and every stone it’s so thing, bad value and marketing. REI Reno for the playa never again