Very helpful- I went here today to get my first hiking backpack and Keith really took the time to make sure the measurements were correct, that it fit me the correct way, and made sure I was ready for my first hiking trip next weekend. He also helped me find a tent within my price range that was do-able for this particular trip. Awesome service and fun guy to talk to as well- 10/10 recommend this store for your outdoor needs. And the membership benefits arent too shabby either. Thanks Keith for your help today! REI should give you a raise!

Im not a people person and I dont like shopping, but REI can make me appreciate both. The employees are so incredibly helpful. They are genuinely friendly and not in the corporate says I need to smile at people kind of way. They make sure you understand that if the product you select (after making them bring you every shoe in the store) doesnt suit you, for any reason whatsoever, even if its missing tags, boxes, and other original packaging, just bring it back and theyll get you something that works. The discounts may not be as steep as could be had at other places, or online retailers, but how often are you going to get your gear right on the first try? The return policy pays for itself. And to further show the investment of the employees - I was engaged in a return of some items and asking about rental items, to which the employee I was talking to stated that they dont rent the particular gear I was looking for and checked the other nearest REI to see if they did, when another employee chimed in with info that some of that gear was currently available in the garage sale area. She also made sure I understood that garage sale items were only available to members (which I am) and couldnt be returned, but they were at a pretty steep discount. All of this is information that I definitely value. I know Im at risk of sounding like some kind of bot, but I assure you, I am a real person. And I really, really like this store.

Really sad I have been a member since 2015 and called to see if they had a pair of shoes from last weekend still. The lady was very rude and said they’re too busy to go check and I’d have to come in to shop. I live almost a hour away and didn’t want to drive all that way to maybe buy something. I was just there last weekend and bought over $200 worth of stuff. Makes me really sad because I love rei and now I don’t want to shop here anymore. I’ll take my business to other companies that actually have time to help out their customers.

Een an REI member for over 15 years, and in general their customer service has slipped significantly. The Madison REI experience is atypical of their other locations. In store inventory is poor. When problems arise or there are questions management staff defers to policy and is not interested in problem solving. Floor staffing not engaged and just walks by customers not offering assistance. Floor staff gathered in rear of store chatting with customers seeking assistance to no avail. Staff at registers seems to be either under trained or poorly trained. Go elsewhere, or do business strictly on line. Based on my most recent experience all purchases on line shall be returned.

Love this place. I’m like a kid in a candy store when I’m here. Great service and great outdoor stuff. Kinda wish there had some fly fishing stuff here since the Orvis in town closed and there is zero fly fishing stores in Madison now.

Great store with super good staff. Each time Ive been, staff has been great at helping me find what Im looking for. I came in looking for hiking boots/shoes and ended up trying on 8 different pairs because Im fussy about my shoes, and the worker ( a girl with a llama on her vest, forgot to check her name tag) was very patient and helped me figure out which one was best for me. Didnt end up getting anything because the size I wanted wasnt available due to supply issues, but I love this store and will be coming back

Talked me into a membership by offering a 20 dollar card, specifically stating it was good all year. This worked since we are 130 miles from the nearest store. Got here and they told me the gift card is expired and won’t honor it. Last time I sign up for the membership

Professional, knowledgeable and experienced staff. Aswered all my quedtions and gave great advice

Good quality products. Most prices are fair but there can be some great finds if you look. Service is great and store is always clean/organized.

I went into REI today and spent a lot of time looking around.My goal was to purchase a Patagonia daypack and Woolx base layer leggings.Once I was satisfied with my choices I approached the cashier. No one else was in line waiting, and there was a clear plastic shield between myself and the cashier.Regardless of this ideal moment he promptly told me to lift my mask up over my nose. I kindly explained that I have lung cancer and I cant breathe with the mask over my nose.For the record: (I dont even wear a mask over my nose at the Carbone Cancer Institute where I receive my treatments.)I fully expected him to be understanding and ring me up...especially since no one else was in line. Instead, he told me that I could purchase these items online and refused to wait on me.I was stunned and speechless.Does he really think that that choice of his was a good idea to send me shopping online? Putting peoples job security at risk?Other places of business have not turned me away for having my mask below my nose.They have all been understanding of my plight.Needless to say, I wont be ordering those items online that I left at the REI register . Id rather do without them after treatment like this.There are exceptions to the mask mandates, people. Its called, underlining “health issues” unrelated to Covid. Lung cancer and nose coverings dont mix.

Excellent quality merchandise brands & products. Look no further than here for your outdoor needs. The rewards plan is the way to go !! The employees are knowledgeable & friendly.

I have been a member since 1981 in I am very satisfied with the products that I bought at REI.

Great staff, good selection. Love the garage sale items ☺️

Went in to look at some crossbars for a new car. Let me just tell you, Aidan is a GEM! He greeted us promptly, actually walked outside with us to look at the car and helped us pick out the best Yakima bars for our vehicle. Super up front about pricing and not having some items in stock. Give this young man a raise REI!

A very good location to get your hiking gear! The only person we talked to was very knowledgeable and pleasant! The store itself is quite large and offers a wide range of goods, clothes and even bikes. And in the end, it was reasonably priced! Id definitely go back!

Always a great experience at REI. Found exactly what was needed almost immediately. Clean store, well organized, with friendly staff!

Looong time West Madison REI member and shopper. Always my first choice unless theres significant better value elsewhere. This is due to service and store policies. I recently purchased a new mountain bike from this store. Due to supply chain, had to order sight unseen and have it shipped to store. Waited a couple months. Had a very brief exchange when I went to pick it up, knowing REIs bulletproof return and customer support policies. After getting the bike home I noticed a paint chip in the frame. Being my first brand new bike, maybe ever, I was definitely disappointed ($1500 purchase). Called and asked to speak to a store manager (Elisabeth - eschunc). Asked what she could do to remedy the situation. She insisted I bring the bike back in, and that even if I did there would be no discount option for remedy. Frustrating, considering I needed the bike right away and didnt want to wait months for another replacement. Later that night I sent the same issue into the parent company, via email, and within an hour theyd offered three solutions - one being a financial adjustment that was acceptable. So simple for them, but so difficult when discussing directly with this west store manager. Doesnt make any sense. Almost always 5 stars in my experience, but down to 2 based on this situation. This will still be my go-to place due to proximity and overall support. Im happy spending a little more here for items due to normal support after the sale standards. Hope they consider this at west; Im definitely REIs core demographic. Could have been an off-night for this manager, but frustrating and a waste of my time and the stores reputation.

A little pricey but good quality.

Awesome store, staff is super friendly.

John in the shoe department was so incredibly helpful! Great selection, great policies.

Shouts out ziggy, JP, and Mitch for being crafty, committed and calm

This location is very small, which means inventory will be limited. The staff are very helpful, particularly in the shoe department. You can have your online orders shipped here for free, which is pretty awesome. As anybody that has ever been in an REI before would know, the prices are not heavily discounted, but they do have the best return policy in the industry.

Gerry was the best in heling my 9 year old navigate through the store with a gift card. He helped pick out some really cool stuff and my son was so excited. Thank you Gerry for making his day so special!

People are amazing - especially the shoe guy!

Make sure your muzzle covers your entire nose or you cant shop here

Great stuff but pretty expensive.

Took our bikes in for Spring tune-ups and Sam and the crew at REI Madison took the best care of our bikes. They could’ve easily taken our money for some expensive (un-necessary) tune-up repairs. Instead head bike mechanic, Sam, really listened to the problems we were describing and spent time diagnosing the problem — even riding the bike himself to make sure. All told spring tune-ups for for both bikes under $10. On our way out Sam kept offering valuable advice and when he asked some more diagnostic questions he then took the time to put the bike up in his workshop one more time for final adjustments and tune-up. You don’t find service like that in auto-mated online environment or from a “big-box” store. Sam and the rest at REI-Cooperative in Madison gave us five star service. And our bikes are still running well . . .

Great service, great gear, semi expensive prices... The employees can be a bit overwhelming with assistance on sale days.

Love their mask policy and that they actually enforce/follow it. Staff is always friendly! Putting staff and public safety before profits, I will always shop here first!

If you have a medical event here, you will not receive any assistance. Just to be gaslight by the manager that your not actually having a medical event. That you are a threat to national safety. And then be shoved out of the store while you’re having a medical event, to be told what your only options to shop there are online or curbside since you need a moment without a mask so when you’re hyperventilating your not choking on your mask. Never mind that you’re falling, hyperventilating, entire body is shaking, and having trouble breathing, and staying upright. No help with a chair, water, or a call to 911. Just get out of here. Don’t have a seizure you’re a national threat to safety if you do.

REI Madison is a great place to shop during the COVID19 pandemic. Whether it is online or in store I can usually find the outdoor gear I am looking for. In store policies & procedures during the pandemic are probably the most well thought out I have seen anywhere. They obviously meant to ensure best practices to limit transmission of the virus while still allowing us to have a fairly normal shopping experience. The systems were probably established by a team familiar with manufacturing theory of constraints and health & safety.REI Madison has earned my business for years to come.

Love REI theyre prices can be a bit high but if you catch the deals theres alot of value you can get from shopping here

Great cooperative for outdoor sports. The employees and their knowledge of the products keeps us all happy.

I am deaf and had a terrible experience at this store. I unfortunately can not wear a mask due to cochlear implant surgery and after telling the sales manage that this was the case, instead of helping the situation she put her hands to her mouth like she was shouting at me. Completely humiliating me being deaf and makes it into a huge argument because she didnt understand that I cant hear her. Horrible customer service. Learn how to treat deaf people.

This store openly discriminates. Not a good look. Take your business elsewhere to somewhere like Scheels.

Went for some running shoes and got a great pair of Hokas. Got super assistance with no pressure.

Always an adventure ... always fun to browse ...

Very grateful their return policy is generous, and I am hoping people dont abuse it. Dont buy something KNOWING you plan on returning it after using it.

I have been a coop member for over twenty years, (1999) I am sad to say my loyalty has been severed due to the staff over the last dozen times I have went to the store. The staff is very rude on all visits !!! I also dont appreciate the aggressive behavior of the staff, kids masks slip off!!! we parents are doing the best we an with young kids !!! compiled with literally no inventory that fits the season I will shop other places. This is not the REI I remember, and has not been for sometime. The passion seems gone, people seemed checked out or on cruise control -

Love REI, they put my kickstand on my bike for super cheap and with great customer service.

The staff at the Madison WI REI are AWESOME! They were SO patient and helped us not only try on and decide on a backpacking (we are new to it), but answered numerous questions on boots, tents, and other hiking gear.We spent 2 hours in the store and every single staff member was so helpful, patient, knowledgeable, and friendly. They really know the differences between products and give great advice. I could tell they were not just trying to sell a product and get us out. I would continue to shop here just for their customer service alone, but the quality of their stuff is great as well :)

Great store. A little spending but cloths are awesome

REI almost always works well for us. When you ask a question its answered by someone who knows the product or they get someone who does. Maybe its not a discount store, but you know youll get service with the sale

Very friendly staff, Covid-19 precautions are in place, store is well organized & very clean!!

I placed an order online for pick-up and was notified that they cancelled the order since did not have the item anymore. No worries, I placed a new order for shipment to my address. Still have not received my order since they sent it to the wrong address.

The staff are very friendly and helpful, came in to get a pack fitted and grab a headlamp. The whole process was very smooth and I had no issues. Did a few laps around the store while getting fitted, and the store looked very clean and organized.

REI was way more knowledgable and helpful than any other local competitors. They will be getting my continued business.

The most helpful staff staff of any store in the Madison area. Have questions? They will help!

This REI location is amazing! The staff is super friendly and will help you select gear suitable for what kind of camping or outdoor adventure youre trying to have! Their selection is also wonderful.

Very helpful staff. Lots of cool stuff available. Please wear your mask!

Friendly staff, prices are okay.

Soooo many amazing quality gear choices here! I was very impressed as to their adherence to the social distancing guidelines. The customer service is the absolute gold standard for any retailer! Just a great experience!

Small and busy store. Has all the basics.

Great experience returning a Fitbit I ordered on line. Wanted to know what was wrong, but no problem returning it. Lots of neat stuff for the outdoor enthusiast.

I made a quick stop on the way to the boundary waters from Chicago to pick up an online order. Staff was friendly and offered instead or requiring or forcing one. Thanks guys.

Store pickup went perfectly. Be patient, they are quiet busy and there isnt a lot of feedback about the state. Id you have concerns you can call

I went ahead and checked the store website to make sure what I wanted to get was there...showed up nothing..flippin place Is soo picked over its ridiculous..then me and the wife had a store manager confront use about our masks..very rudely...I explained its double layered..no biggie really but the lady was really rude about it..

Quality gear, expert advice, staff are super helpful - I love this store!

This curb side pickup is absolutely outrageous! Here’s the facts, when you arrive, you are not allowed to exit your vehicle, you have to wear a mask with your windows rolled up, the REI employee leaves your paid product(s) on the ground, he/she has to re-enter the building 1st. Then your allowed to exit your vehicle to retrieve your paid products! If you don’t follow REI POLICY/RULES, you will be yelled at!! This is the extreme paranoid society we live in 2020, here’s another fact, it’s been proven, face masks DO NOT protect from any virus (COVID 19). Here’s another Fact! These employees here are plagued with sarcasm that’s extreme. They are filled with hate! REI stay CLOSED PERMANENTLY! Horrible service/experience consistently!

Excellent customer experience!

My husband and I are new members to the REI Co-op. On our second trip to the Madison West Towne store, we tried to buy an REI brand carry-on suitcase. When we went to the counter to check-out, we asked if we could get another bag as the floor model did not have tags and was scuffed on the bottom. The sales associated asked Why would you want tags...you dont need them and where is it scratched? I asked again if he could just look to see if there was another bag in back stock because I would prefer a new one with tags that wasnt a display or had been returned. The sales associate again said that the bag we brought up was fine and didnt check. We asked then if he could order it online and he said it would take time. Getting nowhere, we left and ordered a new bag from Patagonia online in 5 minutes. Buying a suitcase isnt buying a pair of socks... re-tag your restocked merchandise, offer a discount for scratches, or better yet...accommodate your customers request to order online or from another store. I ran an outdoor retail store for years and am used to much more thorough and understanding customer service.

Best outdoor gear and clothing store. Look for sales for great deals. REI branded clothing and gear is high quality. They also sell other high end brands. Staff are very knowledgeable. Out of stock items or sizes can easily be ordered from their website. Lifetime membership usually a good deal because of annual dividend and member coupons.

Super cool store for outdoor enthusiasts! Prices are high but geared towards people who do outdoor activities often, need well made supplies and materials. Helpful staff & clean store.

Employees are very helpful

Sad they dont carry tent poles anymore but when my half dome 2+ cross pole broke... they came through clutch with a half price identical tent on garage sale.

They were great about making a return. The staff was also very helpful around

Absolutely love REI.

Always a pleasure to ship here. Great customer service.

There when the doors opened so very few people around. Found everything I needed. Staff was very friendly and helpful.

Getting ready for trail riding!!

They are doing a good job with social distancing, masks and numbers of people allowed in the store at a time. Be prepared to wait outside (distanced) before going in. But that was much appreciated!

Amazing gear at great prices!

Awesome customer service! I was looking for a new backpack and having a hard time choosing. I spoke with a representative who explained the differences and took the time to measure, fit, and teach me how to make the best adjustments to the pack for different situations. This was by far the best customer service I have received at this type of store. Thank you!!

Great staff. All were very helpful.

So much gear, so little time.

Very helpful, friendly staff. Products are somewhat more expensive than at other camping and sporting goods stores but they are generally much higher quality. I suggest becoming a member when they run the specials on membership. As a member you get special sales, can take certain classes, and can go to garage sales periodically for even better deals on gently used items.

Super friendly, but out of stock of a few tents they were initially saying were the ones I should buy. If you have time, go there for the recommendations but expect to have to order something online.

A good place to get camping gear. Its a little more expensive than online but the return policy makes it worth it. The staff are nice too. Very helpful.

Staff is very rude here and not consistent with the REI brand

Alas, no snowshoes, or cross country skiing equipment, but employees are friendly and helpful.

Got what I came looking for, not in the color I preferred, but good enough for now.

Exceptional customer service. Best quality outdoor gear at typical prices for such things. Great classes & connections to outdoor activities in the area.

Excellent Madison sporting clothes and equipment store. Bike, hike, camp, kayak...

Great, helpful staff. Assisted my husband and I in picking out hiking boots for our first hiking trip.

I was looking for a tent so I stopped in at REI. Having never attempted before or camped like that. I was fortunate enough to run into two people that work there, and they were very knowledgeable. They had some of the tents that I was looking at which helped me make my decision. I think its a great place and they had some fabulous employees.

Dedicated staff and great gear

I was hurriedly preparing for an out-of-state fire assignment, and realized that my decade-old sleeping bag would not be sufficient for the dramatic temperature swings where Id be stationed. The staff here expertly guided me to a sleeping bag that kept me warm and comfortable on 30 degree nights, along with a travel pillow that proved invaluable. Ive never slept better while camping. Thank you REI!

If you go, a weeknight is best if you need time to try a pack or bag. Weekends can be a mad house. REI doesnt carry every brand, or every line from a brand they do carry, but they have high quality REI branded gear to fill in on products they may not carry from a brand name. Lets have it though, REI accessibly IS a brand name. I have piles of their gear, never have a problem with it. I highly recommend using REI store associates vast knowledge of all things outside. Then try to find it online for less, but dont forget the 10% dividend members receive, or the additional 5% for using their card. I have a hard time breathing the service before, during, or after the sale.

Very cheery and helpful staff at the Madison location!

Go in the morning, on a weekday when it isnt busy, and talk to Kay about shoes. She. Is. Amazing. I must have tried in 20 pair of boots before arriving back at the first pair she brought out for me - a pair of Salomon 4d Quests. Kay was not only knowledgable about all things shoes, but an absolute pleasure to chat with. Awesome!

Super knowledgeable staff that will help you with anything you need. They wont guide you to the most expensive thing. Good selection of gear but know that everything here is geared toward high quality and higher prices.

When we went there today, it was very busy, so it took a while to get some help. When someone was available, she was very helpful. I was shopping for hiking boots, & she seemed to know their inventory. I kept fussing about the slightly tight width, & she kept bringing out reasonable alternatives to consider. Finally found a pair that was quite satisfactory. Definitely not cheap, but these will last me for years. Im satisfied.

Great store, clean and helpful staff.

Weve always loved REI. They have nice stuff and usually good customer service. However, if you are an REI Member, they will probably tell you that you dont need a receipt to return things. KEEP THE RECEIPT ANYWAYS. I spent $100 on a solar phone charger a while back and specifically asked about the return policy when I bought it, as I was a bit skeptical of how well it would work. REI told me, as a member, I had 1 year to return it and I didnt need a receipt, as they store all member purchases on their computer system. I thought that was really convenient, and thus, threw the receipt away. I went in last weekend to return the solar charger (it just isnt that practical in Wisconsin... to many trees when youre out in nature that block the sun), but my purchase was not in their system, so they would not allow me to return it. So now Im stuck with a $100 solar charger that I dont really like.So my 1-star rating is a result of that experience. Otherwise, I think REI is a good company. I just feel like they should have accepted my return since it was an error by REI that prevented my return. Lesson learned... HOLD ON TO YOUR RECEIPTS!

Great selection of camping, hiking, and outdoor gear. If you work the discounts right and shop the garage sales, you can get some fantastic deals. Recently, I was able to get a $200 hiking tent for $80 using the online garage sale, Ebates, my REI credit card, and a special promotion REI was running that day. Its a great way to get quality gear on a budget.

REI is more expensive than the big box stores, but they have better merchandise and amazing support. That alone makes me want to buy at REI.They carry everything from bicycles to energy bars, and they usually have several models of every product for you to choose.Their staff is their strongest suit. Experienced people who know the products, how to use them, and how to help their customers to get the most out of the products too.

Pricey but thats what you get for quality goods. I love this place, the staff are friendly and all knowing. Will keep coming back for more.

One of the better REIs Ive been to as far as customer service goes.l

Very knowledgeable staff who make you feel comfortable and assist with what will work best for your outdoor trip. There are many events and classes that are offered through this location.If you enjoy any part of being an outdoor person, this is definitely the store to visit and be surrounded by a staff that is very passionate about adventure and quality.

They persuade you to spend $20 to purchase a membership by offering a $20 gift card. What they dont tell you is that the gift card will expire in 30 days (or less?). I was just told too bad today when I tried to use my gift card, not knowing it had expired. Now there is NO perk to being a member. I feel like I was tricked into spending an extra $20 and will never be back because the prices are too high anyway.