REI - REI.com Customer Service Ratings at STELLAService

STELLAService's take

REI's message is clear - "educate and outfit for a lifetime of adventure" - a mission statement that resonates commitment to their customers. With a uniquely strong member community, REI.com is the premier destination for outdoor enthusiasts and their equipment needs. The very knowledgeable and helpful support staff make finding the right product effortless, and their commitment to keeping customers satisfied is clear with a 100% satisfaction guarantee. Shipping and returns are simple and we're head over heels for their "anything, any time, no matter what" return policy.

User Experience

Clean and beautifully organized, REI.com's homepage is outstanding. Their search feature and intuitive navigation make site orienteering a breeze. Product pages are terrific with information for customers of all levels (novice/expert), expert tips, detailed customer reviews and great pictures and videos. Add in a smooth checkout and shopping REI.com is a pleasure from beginning to end.

Shipping and Returns

Shipping options are fantastic and customer support representatives are great at handling any shipping questions. Standard delivery is very fast and all boxes include pre-printed sticky labels for easy product returns. And speaking of returns, policies don't get much better than REI's six-word pledge, "anything, any time, no matter what."

Customer Support

In addition to the extensive help section on their website, REI offers phone, email and live chat 19 hours a day, seven days a week. Callers almost never wait on hold and are greeted by REI's totally awesome phone staff. They're super friendly, super helpful, all have personal experience with hiking, climbing and backpacking. All email questions are answered within two hours (!) and responses are just as wonderful as those over the phone. If live chat is your thing, don't worry, live-chat representatives are just as outstanding as those taking phone and email queries. All around, this is what spectacular service looks like.

About REI

REI loves to get outside and play, and they know first-hand the importance of quality outdoor gear. REI stands behind all their products with a 100% satisfaction guarantee, and they design their own line of award-winning REI brand gear and clothing. REI works hard to earn its reputation for quality and integrity every day. Their commitment remains the same as when they started out in 1938: to inspire, educate and outfit for a lifetime of outdoor adventure.