I've never actually returned anything to REI. I'm saying you don't need a membership to buy items and they don't track your purchases that way.

I wonder if the guy who stole my Novara bicycle returned it to REI for cash.

I purchased my new Lange RX 130's from REI because of their 100% satisfaction Guarantee.  Yes, I probably paid more, but the assurance of knowing if they don't fit properly after actually skiing in them was very much worth it.  I researched boots and went to local boot retailers all around my area.  Many were very good at what they did, but not one retailer was willing to stand behind the fit of the boots.  It is one thing to try on boots in a 70 degree store for an hour or so, but quite different getting the boots on the hill in freezing temps for 8 hours or longer.  I have no intention of returning the boots as they felt great first time out but knowing they have my back is awesome.  I will purchase from REI whenever possible.

 

Brian

Quote:

 

Oh they definitely do.  I wanted to swap a pair of socks to a different size (unused).  I didn't have receipt, they looked up my membership, found the order, reprinted the receipt and was able to process the swap that way.

 

I'm not saying that your way didn't happen, but just that they have different processes for different situations.  Having receipt or looking up the order from your membership if you don't have the receipt is the most mainstream/streamlined way they want you to follow.

 

If they didn't have the order and you don't have a receipt, I'm sure they have exception processes, but might require the management approval if the balances started to get high (just guessing) and it's more complicated for them and you.

 

If you want to live out of the database and off the grid, and not get a membership, membership is not required to shop there.  Receipt will ensure that you get their service.  If you don't have it, then it's YMMV.  They'll try to help within reason, but it's at the store's discretion if they will help.

The idea, if you are "returning" a stolen bike or a ski rack that you've purchased from another merchant at deep discount, you will go to an REI where they don't know you, claim you've lost the receipt, and deny having a membership number.

 

I think they should at  the very least require a receipt for returned items. 

 

yea,so shenanigans on the previous story or side-business plan.

But also I think it's at manager's discretion.  

So if you come in and say you I got a gift for this pair of socks that's $20, and dont have a receipt and want a different model, maybe they'll try to win you over as a customer and accept it for store credit.

I hope you're right. I think the 100% satisfaction or your money back would make more sense if you could prove it was your money that was spent and it was spent at their store, but the story about returning Thule racks purchased elsewhere suggests otherwise.

 

I know people who brag about returning their used Gore-Tex to REI for new stuff every year.

Why shenanigans? I have no idea if it's true or not, but it definitely could have happened. Guys that do those type of things tend to know how to work around the system.

 

 

I had a friend in high school that used to buy video games, play and beat them, and return them for full price - not the type of thing they really allow or they'd never make any money. He had his routine down and answered all their questions in a specific way. And he returned things over and over. Most of the times we'd hang out, we'd have to make a stop at the mall so he could get some cash.

 

I don't doubt that this guy worked the system and returned the racks without a receipt. Maybe if they were used and broken down REI might have given him trouble, but it sounds like he returned them brand new. So the store doesn't even really lose that much (and theoretically keeps a "customer") by accepting them and just reselling.

No membership is required to shop at REI.  Members get a discount.

 

Their return policy (http://www.rei.com/help/returns-and-exchanges) says:

 

 

 

I guess you could possibly conspire with someone who DID buy an item to 'return' something they bought and you didn't, but I'm pretty sure these days they try to cross-check things.

 

I once worked in a retail store where these ad agency folks would come in and buy stuff to be used in TV commercials as props, then they would return them after shooting the commercial.  That actually constitutes "theft of services" if it can be proven and you want to pursue it.  When they did it with big ticket items it messed up the store inventory suddenly having extra stock of something a manager would prefer not to have on hand.

 

One consideration that happens a lot in real world retailing with returns is..  It also depends on who originally sold the item  as much or more than it depends on who happens to be at the counter when you return it.  In addition to the hourly pay retail sales folks get there are often additional incentives for selling certain products or brands, sometimes that is CASH.  If the item gets returned then the employee (and store location) that sold it has to cough up any of those incentives they may have received or were about to for selling the items.  The main part of determining performance and raises is based on what YOU sold that did not come back too.  Returns kill your performance review scores, as an employee, and as a store location.

 

So, if you return something that was purchased at a different store they will find a loophole to send you back to the other location.  If the person at the counter of their friend stands to lose something if you return the product like commissions, they will look for technicalities to send you away unsatisfied.

My situation:

I fly a bunch and have gone through tons of cheap luggage.

 

I finally paid more and got an Eagle Creek bag that has a "No Matter What" return policy. I really like it and so far haven't had a single problem, but it is good to know that if the baggage handlers break a wheel, I already paid for the repairs (basically).

 

 

 

I am looking for another bag and REI has one that is the right dimensions for my equipment. I don't want to abuse the system or cheat, but do you think I could get it and if baggage handlers break it, I can:

 

1. Return it to be fixed or replaced

2. Is that ethical?

 

Would love to hear thoughts.

1) yes and 

2) yes

 

It's part of the deal if you were not satisfied with the product.  You are not abusing the system.   You should realize that even "REI" stuff costs 1/4th or less to manufacture, you are paying to be satisfied, not for the item.

 

It is like if you go to a high end Bar or Restaurant, and if the bartender or chef makes you a drink or dish that you really don't like, and if you bring it up, they will happily dump it and make you something else for no charge.  The cost of the item is just a small part of what you are paying for.  Welcome to first-world living.

Interesting, I used to sell luggage (10 years , many as a store manager) and every single company, including Eagle creek,  had fine print disclaimers for "airline damage" buried somewhere in the "lifetime unlimited" guarantees somewhere.  It is defects, and sometimes wear and tear that is covered, not gross mishandling/abuse.  Often, we did go ahead and repair stuff for good customers that neglected to file a claim with the airline once or twice.  But, if they kept coming back after being told that they should first seek settlement with the airline in that situation we would eventually tell them to take it up with the airline.

 

If it says "no matter what" with no disclaimers buried anywhere then I suppose you might it repaired/replaced eventually.  They may require it be shipped to the manufacturer or service center.  Don't be surprised if you get charged for shipping and handling there.

I don't disagree about being able to return, but using manufacturing costs is kind of deceptive there. It's REI taking the returns, not the manufacturer. Wholesale is typically 50 percent of retail. I don't know about the whole "paying to be satisfied," either.

 

you're right.  There is a tendency of entitlement and most people step over the bounds.

But in this case, the poster seemed too shy to even use the customer service policy within it's limits.

 

I think best advice, if you are uncertain or concerned, just ask REI customer service and they will tell you from the horses mouth before any transactions take place.  

If everything is out in the open, there will be no misunderstandings or concerns about ethics, it will all above board.   They will tell you if what you intend to do is not allowed before you do it.

 

For those curious, not all of Eagle Creek's bags are "no matter what"

 

I have read that some people were charged shipping and some were reimbursed.

 

I asked REI and at first they said "If you have a problem, bring it back" and I asked for clarification on airline damage and they said, "It would be on a case-by-case basis."

 

I guess I am still not confident in REI.

 

In the meantime, when asked about airline damage, Backcountry.com said:

 

 

Sounds even stronger than REI on this issue.

Just thought people might like to know if they are shelling out lots of money for equipment.

I love the wording on Backcountry's return policy. Don't need a four-page thread to figure that one out

Can you imagine if every customer always returned every product for a full refund when it either became unusable or unwanted?  That would be devastating even at premium prices.  They are certainly counting on goodwill or ignorance of people to be happy forever or not bother.  I've seen several companies go bankrupt trying to stick to similar policies.  And, I've seen several pissed off customers standing there with an airline totaled bag wanting the independent retailer to give them a new one because the 100 year old luggage company went bust (or reorganized to a new bankruptcy protected entity) due to replacing everyone else's bags over a 20 year period after initiating similar guarantees.

Nothing ever happens to those extremes so quickly though.   You could also say, can you imagine if every customer withdrew all their money from their accounts at the bank.  Even the government bank stress-tests scenarios are "realistic" where the stock market crashes to 50% not to 0%.

 

The business model works, which is why the business still exists.  If things start to shift, the expectation is it's not going to shift drastically and on the flip of a switch like "cinderella at the ball",  and it's up to the company to adjust their policy as appropriate to stay viable even if it means breaking their obligations through restructuring (such as going bankrupt and re-emerging as a new entity without the obligations).   

 

Of course there are business models that don't work and are a house of cards that explode spectacularly, such as the internet rebate company or online poker, where there are not assets to cover the accounts for withdrawal.  But I don't really see that being the same type where people using REI store's return policy as a holding vehicle account where they intend to return everything they bought ever back for cash at a later date

Edited by raytseng - 3/14/12 at 10:59am

I returned a pair of ski boots once after 4 months!     REI is pretty good about returns.  I had problems with the boots and instead of them passing me off to the boot company (Dalbello, who by the way did not respond to ANY of my emails or return a single call), rei simply gave me a full refund.   Frankly I couldn't believe it, they didn't even argue about it.  

REI gets an A+

Dalbello gets an F, and a never again customer..  

Hey guys,

 

Here's the 411 on the REI return policy from an employee:

 

"100% satisfaction" in the REI guarantee in legal terms definitely is as solid as the backcountry guarantee. If it wasn't, you could sue them for false advertising like that guy in Florida a few years back did over his pants at the dry cleaner.

 

The key is to have a receipt or a membership number where everything you purchase under that number is recorded in a database for future reference. 

 

It doesn't matter the reason for the return at all. They must accept it. They are legally bound by their policy or you could sue them. We've accepted equipment that has clearly been abused or destroyed. Sometimes the staff will call a manager down to try to guilt you into not returning it. All you have to do is be mildly persistent and they will roll over for you. If not and you get a dickish manager, all you have to do is call corporate the next day and they will roll over for you. The managers live in constant fear of the calls from corporate, even when the customer is in the wrong.

 

If you are a member and don't have a receipt, they generally give store credit, but will recognize you if this becomes a repeat thing and then ban you from the store with a no trespassing warning for a year. People routinely return whole car racks when they switch vehicles or a new color of something comes out.

 

The bottom line is this:

If you don't get what you need in a store, get the person's name off their name tag and call the 1-800 number on the website the next day and complain. You'll get what you want... as long as you don't do it repeatedly.

 

So go ahead, return the tent eaten by marmots or ski boots that you just wore out after 20 years. No worries...

 

I think you mean the judge (!!) in DC who tried to sue his dry cleaners for a bajillion dollars when they temporarily lost his pants and then he claimed they weren't his when they got them back.  http://en.wikipedia.org/wiki/Pearson_v._Chung

 

He tried to claim that a "satisfaction guaranteed" sign in their window meant he could sue them for an unlimited amount of money if he was unhappy with their service.  His suit was thrown out of court and he basically lost his six-figure job because of it.

 

That said, from reading the REI guarantee they'd be hard-pressed not to refund your money for pretty much any reason at any time, as long as you could reasonably prove you bought the item from them.

 

From http://www.rei.com/help/guarantee.html :

 

I've been a member for close to thirty years and I do return stuff that I have trouble with, like mattresses that leak or bladders that have leaks. Since I feel it's a Coop with dividends I try to get most everything I need from them. Just recently I bought a Carbon bike from them, and would not hesitate to return it if a problem arose. Otherwise I wouldn't take a chance with a carbon bike if I had to depend on a Manufacturers policy.
I'll buy stuff I hardly need just because it's from REI! I walk in the store or visit an REI store when I'm traveling and walk in like I own the place , being a proud member. I need REI as much as REI needs me. Cracks me up when @ a scratch and dent sale , how many really worn boots there are for resale! A lot of those boots go to third world country's to clothe the needy!
REI ROCKS!

This thread makes me want to apply to REI and ask to work at customer service, just for the privilege of saying "NO refund for YOU" to all you deadbeats*

I've been a member since 1969. First return was this year--a pair of Keen's with delaminating soles. I shoe gooed one but returned them when the other started to fail.  About 2 years old and moderately but definitely used. I'm getting ready to return a pair of Asolo boots with 50 miles on them--the soft rubber soles are nearly worn away at the toe-I guess I'll see if they have anything better first.  Most hiking boots are crap these days. I suspect most REI shoppers are like me--we give stuff back only when there's a good reason to. Goes along with the kind of business and the clientele they attract.  They've been doing it a long time.  In Sacramento they' ve put the other good outdoor stores out of business except for a couple of ski shops, so I guess the policy is working. Interesting how the market works--Fender offers a limited warranty, Martin a lifetime warranty.  I guess they know their customers (and the kinds of places they play.) The point is--the combination of a good policy and a good clientele seems to be working for REI without the help of a lot of internet morality police. Nobody here seems to be abusing the policy (except for the Thule guy--and even there REI doesn't do that bad--they give him a store credit, not cash, and have an item they can sell full price for which they paid the wholesale price of the stuff the guy uses his credit on-. (Not that I'm defending him.)

I was given a jacket over 9 months ago from REI.  I lived in Chicago when I was given the jacket; the jacket is a large and it worked perfectly in Chicago due to having numerous layers.  I now live in Nashville and the jacket is too big due to not needing the extra layers and me losing over 30 lbs over the last 7 months.  Would this be a good reason to return it? 

 

Personally, I couldn't do it, but that's just me. You might feel a whole lot better donating it to a church clothing drive. I did try to take a two seater in to the dealer and ask for a free station wagon exchange when we had a kid though... it didn't work. But your question. It does seem to fall into their policy. As does pretty much everything except murder and mayhem.

 

 

(not really... the part about the two seater.   )

 

It was a 2+2, wasn't it?

 

If that were my reason then I couldn't return it.  Your reason to REI could be "doesn't fit," but my own personal ethics wouldn't let me do it. 

 

Congrats on the 30# weight loss.  

save it. unlike pants, at least the jacket should still fit (i think?). 

If it's an issue of bulk/warmth, you may go visit a very cold climate sometime and want that jacket.