About REI
This REI store presents a highly inconsistent experience for parents looking to purchase gear for kayaking with their children. While you might encounter exceptionally knowledgeable and patient staff members who are experts in kayaking and other outdoor equipment, there's a significant risk of encountering unhelpful, unengaged general staff and potentially uncooperative management regarding returns or product advice. Parents seeking in-depth, expert guidance on kayaking equipment for kids will find value if they connect with the right staff, but general shopping can be frustrating.
What parents should know
Summarized from real visitor reviews.
Best for: Parents needing expert, in-depth advice on purchasing kayaking gear (e.g., kayaks, PFDs, paddles) for their children, who are willing to seek out specific knowledgeable staff.Families requiring detailed explanations for outdoor equipment setup, such as car cargo boxes for transporting kayaks.Customers who value personalized service and patient guidance for specialized outdoor purchases, and are prepared for potentially inconsistent service elsewhere in the store.Anyone needing bike repairs or service, as the bike shop manager receives high praise.Primarily for parents purchasing equipment for children learning to kayak or participating in family paddling. The mention of 'sit on top kayak' suggests suitability for introducing younger children (e.g., 5+ years old, depending on child's development) to paddling, where knowledgeable staff can guide on age-appropriate gear and safety equipment.
Why families love it
- Access to highly knowledgeable and patient staff members who are experienced kayakers themselves, offering detailed product insights (e.g., on sit-on-top kayaks) for parents seeking appropriate gear for kids.
- Some staff actively help frustrated customers by connecting them immediately with a departmental expert, even if they lack specific knowledge themselves.
- Specific individuals (like Zach for cargo boxes, Allie for bike repairs, the sporting goods guy for kayaks, and a helpful register lady) are highlighted for providing superb service, excellent product information, and a positive shopping experience.
- Staff demonstrate patience and thoroughness, even with complex installations or detailed product explanations.
- Availability of deeply experienced and specialized staff in specific departments (e.g., kayaking, biking, car cargo solutions) who can offer invaluable, personalized advice.
- Staff willing to go out of their way to ensure customer satisfaction, even if it means directing them to another expert.
Insider tips
- **Be Proactive:** Do not wait for staff to approach you; actively seek out assistance, especially if you have specific gear needs for kayaking with kids.
- **Ask for Experts:** If looking for kayaking gear, specifically ask for staff members who are experienced kayakers or work in the sporting goods/water sports department.
- **Verify Product Information:** Do not solely rely on a single staff member's recommendation, especially for significant purchases like shoes or specialty gear; cross-reference information if possible.
- **Prepare for Returns:** If dealing with potential manufacturing defects, be aware that store management might be difficult; consider contacting the product manufacturer directly, as they might have a more accommodating policy (e.g., 'On' shoes accepted claim that REI manager denied).
- **Allow Extra Time:** Given the inconsistent service, plan for potentially longer shopping trips if you need detailed assistance or have to seek out specific staff.
- **Note Staff Names:** If you have an excellent experience with a specific employee, remember their name for future visits or to give positive feedback.
Good to know before you go
- Visiting if you expect consistently excellent and proactive customer service from all staff members, as general service can be poor.
- Shopping if you are short on time and need quick, generic assistance without having to seek out help.
- Relying on the store's management for easy resolution of manufacturing defect claims, as reported experiences were negative.
- Expecting comprehensive product knowledge from every staff member; specific departmental experts are the key.
- Inconsistent and often poor general customer service, with staff observed chatting and not proactively offering help, even when customers clearly need assistance (e.g., locked dressing rooms).
- Crowds
- No specific details on crowd levels are provided. However, observations of staff chatting and not assisting customers (Review 1) could imply either understaffing or periods of low customer engagement, not necessarily high crowd levels directly.
- Value
- The reviews do not mention specific prices. However, the value proposition is highly variable. The expert advice from knowledgeable staff (e.g., experienced kayaker, Zach with cargo boxes) can be invaluable, ensuring parents purchase appropriate and safe gear for their children, thus providing excellent value. Conversely, poor service, misinformation, and difficulty with returns (as seen with the shoe purchase) significantly detract from value, potentially leading to wasted money on unsuitable products or frustrating experiences.
- Accessibility
- No specific accessibility features or accommodations are mentioned in the reviews. Assumed standard retail store accessibility.
- Safety
- Reviews mention a locked dressing room door, which was an inconvenience for a customer trying to try on clothes, rather than a safety feature for an activity. No other safety features relevant to a 'kayaking for kids' activity are discussed, as the reviews are for a retail store.
What parents say
"I was excited to come here for the first time but I will not come back. I went in today to look for a bathing suit and some shoes. I went to go try on the bathing suit and the door was locked. There was a young man and girl chatting and didn’t bother to ask if I needed help even though the doors were clearly locked. I had to go up to them and I greeted them and asked if I could please use the dressing room, the girl did not acknowledge me but only to open the door. I said Thank you and no reply. Just walked away. Later I walked to the shoe dept and again no one asked if I needed help. I’ve wor"
a week ago
"After getting no service for a long while. The guy from sporting goods came over. He was so knowledgeable and patient. I was looking for a sit on top kayak and he was an experienced kayaker. We had a great time talking about kayaks. I found him very well informed and helpful. They didn’t have a kayak I would be interested in. Or I would have bought it from him on the spot. Also, before I hooked up with him a very nice young lady found me irritated because I couldn’t get help. She admitted that she knew nothing about kayaking and got me immediately someone who did. Excellent employee also. Thes"
2 weeks ago
"Don't go to this store if you're looking for a pleasant shoe buying experience and need knowledgeable staff members to help narrow down your decisions on what to buy. I bought a foam shoe (On Cloud) in July for daily use. The salesman at the time recommended this shoe for daily wear and for comfort support. What he did not tell me was the shoe was for running and had a lifespan of 500 miles. Within 1 month of ownership, the sole began to separate on my left foot. I thought it was odd and did not know REI/On had a return policy regarding manufacture defects. I fixed the sole and then within a"
6 months ago
Reviews sourced from public Google data.
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