REI
Overview
Expert Summary
Detailed Insights
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.
Key Highlights
- ✓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.
Standout Features
- ⭐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.
- ⭐The potential for a highly positive and informative interaction when connecting with an exemplary employee.
- ⭐REI membership benefits mentioned, although specific details are not provided in the reviews beyond a manager misrepresenting what it covers.
Perfect For
Ideal For
💡Pro Tips from Reviews
- →**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.
Things to Consider
- ⚠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).
- ⚠Lack of basic manners and acknowledgement from some staff members.
- ⚠Sales staff may provide misinformation regarding product use and lifespan (e.g., shoes recommended for daily wear actually for running with 500-mile lifespan).
- ⚠Management can be uncooperative and arrogant when dealing with manufacturing defect claims, denying returns that the manufacturer itself honors.
- ⚠Complaints about poor customer service appear to be systemic, not isolated incidents, suggesting a store-wide issue.
Price & 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 & Special Needs
- •No specific accessibility features or accommodations are mentioned in the reviews. Assumed standard retail store accessibility.
🍎Food & Drink Policy
- •Not applicable, as this is a retail store for purchasing outdoor equipment, not an entertainment venue with dedicated food service for consumption on-site.
🚗Parking Info
- •Parking situation is not mentioned in any of the reviews.
👥Crowd Levels
- •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.
🛡️Safety Features
- •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.
⏰When to Avoid
- • 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.
Pricing/Package/Events
What People Say
What's Great
- Spacious play areas (mentioned in 2 reviews)
Recent Reviews
Anonymous
a week agoI 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 worked in hospitality for 20 plus years and one of my biggest pet peeves is when people don’t acknowledge you or have basic manners. If you go to this stores list of lowest reviews it’s all the of the same complaints so I know this isn’t a one off. I really don’t know how this store is still running. Why would anyone purchase anything from this store after the horrible customer service?
Glyn Owen
2 weeks agoAfter 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. These two people were great. Also, the lady at the register made the whole shopping experience a happy event. I’m sorry I can’t remember their names. The three all went out of their way. I bought a bear horn. Not very many people had my story that day. The first girl knew exactly where it was.
Dan Clark
6 months agoDon'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 another 2-3 months, the other shoe had the same issue. I came back to REI to speak about a manufacture defect refund and I was promptly denied by the manager because they said this was normal "wear and tear". I don't know about you but I have owned several pairs of shoes and never once experienced this issue across many shoe brands. The manager then was very arrogant in my experience of not knowing what the store would actually honor (Personal choice) versus what included from membership (stated in fine print). I would not recommend shopping at this particular REI based off of the misinformation presented by the sales in the shoe department and the manager being rude during my interaction. (Also I went straight to On's website about my claim and it was accepted within 2 hours after providing the same exact evidence that was shown in store) Even though I'm not satisfied with the quality of the shoe, On has terrific customer service and clearly shows a level of professionalism when dealing with customers. Of which Northlake REI is not capable of having.
Josh
2 months agoBike shop manager Allie knows how to carry out REI’s superb service. This store gets all our business because of how well they take care of me. Very happy with how she has handled the repair on my bike and I’m happy I bought the bike from them.
Chris Newtown
10 months agoLet me tell you about Zack: What a fantastic representation of your store and culture. While obviously following the store policies related to providing product information and not directly installing the cargo box, his patience well, I installed it and installing the crossbars and clamps and product information. Pearls were fantastic!!! I've been an REI member for about 10 years and his demeanor approach calmness were fantastic. I just moved to Charlotte and looked forward to this being my go-to REI store. He also made sure to remind me to take a picture of the key number. Zach, I really appreciate your help and assistance!! Zach's approach to interacting with customers is definitely one that should be highlighted and hopefully replicated that solid customer service and enthusiasm for a task and job can still be found!