Its REI - a co-op that encourages everyone to get outdoors and gives back 10% of everything you spend. Add to that wonderful staff, a ridiculously large selection and great prices before the discount and it simply cant be beaten. Would give 10 out of 5 stars if I could.
Ryan and the bike shop reps were super helpful and helped tune my bike setup so I can enjoy biking again, pain free!! Thank you so much!!
Picked up a pair of ski boots there today. Staff were super nice and knowledgeable. They were very patient and detailed explaining the ins and outs of the boots. They found the best fitting pair for my feet and my special situations. I am an advanced snowboarder but beginner skier. So its best for me to go with slightly high flex, but not too high since I am not a big person. They taught me the proper way to put the boots on and how to maximize the life of them. This kind of expert advices dont exist on Amazon. In fact, for the few pairs of boots I looked at, REIs prices are super competitive even to the internet only sellers.The store is huge with lots of other outdoor treasures. They also sell bikes and do repairs. Tons of camping stuff.Worth noting that their website is awesome. Its easy to browse stuff on their website, then find out if the item is in stock in the local store. Then just go there to check out the real thing and walk out with it!
New convert to REI/Bay Area outdoor activities. LOVE the co-op membership and the dedication to social justice organizations. The credit card benefits are great. Store specific: good selection, obviously curated, but not always exactly what I need. But thats just me! Lots of other things (like camping supplies) I never knew about. Customer service is A+++
I love REI. I have been a member for a long time and my experience is always good. And its practically the same in every store. Theyre a bit pricey but they provide superb costumer service. I recommend their garage sale section where they sell used equipment for a greatly reduced price.
Very good staff assistance provided from choosing what I like, the choices I have to their on sale products and ordering online.
Great customer service and excellent gear. Be a member.Edit; I have been painfully and obviously followed around the store, even though Im a member and shop here all the time. I will continue to remove one star each time I come in and I know exactly who is in loss prevention because they practically tell me by running to get into apprehending position as Im walking towards the check out line. Sports basement has all the same stuff and cheaper and a bigger selection, which is where I went afterwards today. Ill be sure to really make you guys work for your money next time. Just wait.
Ordered a pair of hiking shoes online and went to the San Carlos location to pick it up on a Saturday afternoon. Every interaction I had from the greeter at the door to the gentleman who helped me with the fitting room to the lady at the online pick up register was nothing but phenomenal. It is a store with great customer service and I had a great experience during my short visit there.
The bike shop rocks! They know their domain and excellent customer service.
Great store for hiking equipment as well as other spots gear.
The staff were a little clueless answering any questions that I had about carabineers. They didnt have any idea what the weight limit or anything else.
Amazing store! I was buying shoes today and associated were awesome! I tried on about 10 pairs and they walked me through differences of hiking shoes. Thank you for your work!
I don’t know how the staff can 🐝 any nicer and helpful.Love the layout of the store. They have a great selection of many things. also,been a member since ‘94.
Loved the shoe guy, didn’t love the returns guy
Friendly, knowledgeable and helpful staff always. Love my trips to REI
Great customer service and nice store layout. Shout out to Lorenzo for his bike expertise.
Good handling of customers in store and shoe fitting during a pandemic. Well thought through process, and excellent service.
Got the things i came for with the great and friendly help of the staff. Until next time!
This is a good large REI and pretty much as you would expect with lots of great outdoor products on hand at okay prices. Staff is super helpful but sometimes very hard to find at this store.
The staff are helpful. Price is right comparing with online purchase. I found my hiking shoes. Very happy with them.
Way tooexpensive. Staff is good. Used to be about backpacking mountaineering., Etc. Now it seems they are about glamping and bottom line. Odd for a none profit
Probably the worst REI store I have been in many years, customer care is definitely not their best feature. Thank you San Carlos anyway
Slim pickins in the store on the last day of their 20% off members sale, but thats to be expected... Friendly staff as usual, always willing to assist :-)
Very helpful staff great selection of running shoes
The staff here is always super helpful. I never hesitate to ask questions about any outdoor activity, because theres always someone super knowledgeable here and willing to help!
Gentlemen in shoe depatmrtment was so knowledgeable in what shoes were best for my foot problems!
Excellent customer service
Its a little bit expensive, but I can see, is good quality
They are going above and beyond when it comes to covid precautions. Good job REI! Keep up the good work!
Awesome customer service. Andy was the man. Will certainly be going back.
Nice, clean store.
REI is a class act. Great Covid-19 protocols and very easy curbside pickup
I love this store. Everyone is really nice. Right now in the time of Coronavirus the stock as a little bit limited, but the staff will help you get what you need if its not in stock.
I would like to preface with saying that I am a long time REI member and have never had a bad experience in any of their other stores. That being said, I have to give a bad review here for bad customer service and staff that were not knowledgeable.Long story short is that they sold my fiance ski boots that wouldnt work with her skis/bindings(we even brought the skis into the store when buying boots to avoid this). We left them there for them to be tuned for safety. We got a call back saying that they werent compatible. When we picked them up they more or less shrugged and wrote down a part number for new outsoles that we needed to source ourselves in order to make the boots work with the bindings. Not great customer service.We did end up ordering the part directly from the manufacturer, but guess what? They were not compatible because they were 5355 outsoles, and the boots are compatible with 9523 outsoles. I figured this out after getting fed up with all the terrible advice we have been getting and went online to figure it all out for myself.In the end, we needed to return the boots, beg for a refund from k2 for the outsoles, and find another shop to buy boots at. Props to REI for such a good return policy. Thats the only reason the review is 2 stars.We wasted a lot of time and money. The whole reason I go to a store like this is for the expert advice and to save time so I dont have to learn everything myself about ski boots and bindings compatibility. Because of the lack of knowledge and poor service I ended up learning a lot about ski boots and bindings, but Im busy and my time means a lot to me. I hate wasting it.
Bleh. Curbside pick up, not really. The email had requested information when I was on site. Then asked for me to call and waited thru the messages. Then it seemed it was still an issue until I just asked if it would be easier for me to just walk in and pick it up myself. Sad.
I was looking for down jackets or parkas since I had trouble with their online site. They had a few, basic colors only. Will probably have to go back to online site.
Great help and great prices while I got my bike fixed up
Customer service is really terrible here. The staff walks aimlessly around this huge store and when you ask for help, the staff doesnt know their products nor do they know the location of the the product if they have heard of it. Staff tries to communicate with one another via walkie-talkie and still thats not helpful. I waited 20 minutes in an aisle waiting patiently and the salesperson who is asked to come assist me never showed up. I used another 10 minutes searching through the web and making a phone call to find an alternative location to find what Im looking for. A young lady walk right past me and then even ask if I needed some help or if anyone has assisted me. TERRIBLE!!!You think during a pandemic and the lack of foot traffic this company would focus on customer service. Then again I guess business is too good for them so it doesnt matter if their clients end up going down the street to their competitor, Sports Basement.
Very helpful employees!
Everyone there was very polite and really knew what they were doing and they were using everything that we need now to stay safe everyone had masks on there was people that or six feet apart they were really nice about it
I went to a lot of bike shops looking for a new bike. The guys were very attentive and had a great selection of bikes as well as knowing everything about them.I couldnt recommend the store enough. They also give you a great deal on bike fittings and theres nearly always a sale.
That’s really bad customer service
They have done a fantastic job managing the pandemic. The team working there were so helpful and kind and kept the store safe and clean.
I had a really positive customer service experience at this REI! I went in to get a membership and buy some gear for an upcoming backpacking trip. While they did not have a specific bear canister in stock at that location, they gave me some very helpful advice: I wanted to purchase the bear canister at the counter and drive over immediately after to a different location to pick it up. They suggested that they could instead call the other location and put it on hold, and I could pay over there - since I wanted to pick it up immediately, the few hours their system would take to process my purchase would be an issue. I agreed to this and they called the other store while processing my membership (and the $20 for $100 promo they had at this time) quickly and easily.
Great service.
Good management of lines at this location. The store itself was not overcrowded and had plenty of space amongst all the customers.
Needed some shoes for trail and hikes. Good sale price so picked them up from REI. The curbside pick was super easy. REI did a great job with that.
REI is a national benchmark in thoughtful outdoor shopping. High standards, knowledgeable staff and thought out training programs .. awesome place.
First time here, loved the place!
Pretty large REI. Parking and access are good.
Good place to buy outdoor gear. Its beneficial only when you are their member, which is super easy and inexpensive to become.This is one of the bigger stores in the bay area and the have a huge collection of items. The number of staff members though seems less because I usually have to find someone to help me and spend a lot of time doing just that. The staff is very helpful though at any REI location. If you have any doubt on what gear to buy, I recommend asking the staff as they will help you out by explaining the positive and negatives of any item.I went for their garage sale in Feb 2018. I was one of the early birds to arrive at 8 am for the sale starting at 10 am. They had a fire, marshmallows, chairs, free bottles and coffee for the early birds. I thought that was super cool. The sale though had a much lesser collection. Also, they kept the garage sale items in different sections of the store instead of laying it out in the open outside which made it difficult to look for stuff.They have ample parking outside and wheel chair accessible entrances. The store is right by the freeway.
Great selection of outdoors equipment, very helpful and kind staff!
Some people must really hate their job. But, why work there? Not going back.
Still a great membership driven gear shop with quality brands, but this is not a place to find casual clothes for tall men. Across all brands (including REI) and styles, the storewide number of pants with an inseam greater than 32 is ....0. Plenty of 42x32 and 38x30 if that works for you.
Excellent with returns and customer service!
Helpful works, lots of things to check out, and fun camping stuff to buy. Their dividend program is an added plus.
Always seems to be really hard to get help. It is hard to track down an employee that will actually get you climbing shoes and the shoes are all in the back. Would reccomend the MV one instead or maybe sports basement?
Excellent customer service, Huge selection of products and overall always a pleasant experience here
Waited five minutes to get help, but staff was passionate and helpful! I bought a Thule carrier from the store. Staff helped me carry the carrier onto my car, although they were not allowed to assemble the carrier for me.
Very nice customer service and have the best stuff for outdoors
Nice place. Easy access, easy parking. Large store lots of choices. Similar to other REI, some time sales rack has great stuff. Easy access just next to highway. Large parking shared with other stores.
I think her name was Lina. She was amazing to work with at the Fox theater-Gemini
Great place to get your outdoor gears. I was there looking for hiking shoes. The employees there were very friendly and helpful. I got helped by this gentleman called Walker, who knew exactly what he was talking about, and he gave me many helpful tips. Also helped me to pick the right shoes for me. So thank you!You can pay $20 to get a yearly membership card.
Helped my son get fitted for a back pack.
Bought my bicycle helmet here. Selection of gear is a bit overwhelming but definitely not a problem. Well lit and clean display of everything. The checkout line could be better displayed / organized for easier access, but not a major pain. Overall great place
I have always received outstanding customer service from REI, this location is no exception. The prices can be high but the products are high quality and built to last. Also, their in house brand delivers value.
Went in to look at a bike that’s when I met Tom. He was super helpful! Found the bike I was looking for and set me up with all the bike things I needed (lights, spare tube, water bottle holder etc.) he had great advice on places to ride and got me more excited to go for a ride. Tom your great!
Definitely get the REI membership if you want to purchase anything. Lots of discounts, and you are able to make exchanges and refunds if you change your mind about any items. Staff here are super nice and helpful. No need to say anything about their product selections - high quality and durable stuff.
Staff are very knowledgeable on the products. They always help you find what fits your needs rather than pressure you into buying the most expensive products. Always a pleasure going to REI
Extremely helpful and knowledgable staff. I went to buy climbing shoes, and the lady actually gave a mini class about the shoes. It was really sweet of her. The shop has a lot of things for trips and sports
Great camping stuff! Anything you could imagine for camping, saw some stuff that Ive never seem in my life. Eye opening visit.
This store is great, full of adventurous objects and gears. You will find what you need for all kind of sports and your trips!Furthermore, John was cool!5*
One of the best REI locations for all your outdoor active needs. They often have great deals on apparel & accessories. I usually stop by prior to traveling abroad. Friendly & helpful staff. Easy parking.
Worth it to go in store and talk to an employee. Amazing, knowledgeable personnel who can personalize your shopping experience for whatever outdoor activity you have planned. I went straight for the bikes and the rep answered all my questions and determined that I didnt need to break the bank for a quality bank.
All the associates are extremely helpful and seem to be extremely knowledgeable. I personally came to look for parts for my fixed gear bicycle which they (at no fault of their own) didnt have. Seems more geared towards road/mtb. Decent place to grab generic things for your bicycle (tubes, locks, tools, etc.)
Store is well laid out and the workers are super helpful! One of them helped me identify what type of sock I needed based on an out of focus picture. He was amazing!
Good selection of gears. I came here couple times although my main store is Mountain View REI, because this one had inventory of things Im looking for. Customer service was good, and parking was easy. Just be wary of driving pattern, I circled around couple times to figure out how to get back to hwy 101
The staff helping us get boots for my sons backpacking trip were incredibly knowledgeable and helpful. We learned a lot from them. The 1-year return policy for boots is pretty amazing and takes the fear out of such a purchase. A couple of the clothing items we wanted werent in stock in his size, but they ordered them for us with free shipping to our home address. This branch of REI (San Carlos) seems better run than the Mountain View one where I had trouble getting any help and the staff didnt seem to know anything about choosing boots.
They NEED to have a separate pick up area for online orders. Waiting over 30mins in the customer service line which barely moves. The cashier line moves faster.
REI is an amazing place to go for all sorts of camping, sporting and just fun equipment. It has so many interesting things that even my kids enjoy shopping there. The staff is always friendly and helpful, many of them are quite knowledgeable and can help select the right sleeping bag, tent, etc.Prices are a bit higher than other places, but the quality of the products and the expertise of the staff are well worth the added premium. And with membership, its possible to get some of that back every year...
A nice REI and a little bigger than the Mountain View store. Staff is friendly and very helpful. The location is a little odd and parking is pretty limited so you usually have to park around the corner.
Great customer service
Waited almost an hour for a bike to be prepped for a test ride - but they forgot about me standing there! Nobody approached me, despite reps walking around.This lack of service wasnt due to one person, it required #teamworkI had already sat on the bike - itjust needed tweaks. They took my ID, asked me to wait. I finally asked after almost an hour, and they had no idea I was waiting. They also didnt have the bike ready. They were nice, and said sorry for the wait, so 2 stars instead of 1. They should have at least offered some expedited service, given the situation, and maybe I would have stayed. I didnt feel like scheduling a test drive for later.fault 1: They dropped the ball.fault 2: Staff never approached me to ask. I was within eyesight of the front checkout as well as the bike desk as I waited in the aisle.fault 3: When they found out, they didnt even try to find a way to make things better.
Really helpful staff. We had the pleasure of working with Allison today. She took her time helping us until we found our favorite hiking shoes. She had great attitude and provided excellent service.
Great store, weve been members for a long while. One negative is their no-pet policy. Kind of strange to keep well-behaved dogs out of an outdoors store.
It sucks because I love the concept of this store and the staff are super knowledgeable and helpful. They helped cater the gear that I needed to finish my backpacking and hiking kits. From stoves to sleeping pads, these employees knew their stuff.However, I finally found the perfect sleeping bag, called in to a store that had it, and had them hold it. When we arrived, the store couldnt find the bag, and no locations within 30 miles had it in stock. Very upsetting, but they price matched a more expensive bag to make up for it.
Great staff
If you need outdoor gear REI is a great place to start. The store is well laid out and the employees generally well versed in the products. However, if you are looking for a specialty item you likely have to look elsewhere. Lines to check out can be long particularly duri the holidays.
I love REI and usually have fantastic customer service experiences. The location in San Carlos however was the worst REI service I’ve encountered. I waited for help with bike racks for more than 30 minutes and was asked if my question was going to be a quick one. If I’m about to drop a grand on a roof system and two bike racks of course I’m going to need some help and would expect the professionals at REI to be accommodating. In addition to the wait in the bike center, I tried the customer service line. I was behind one other individual and gave up after another 15 minutes with no help to either one of us. Disappointed and will not be going back to this location
Easy parking and access. While REI always has nice stuff, you pay a premium for it. Staff is always so nice and helpful too!
Good Covid precautions
I generally really like this store however, a few years ago I purchased a REI brand rain jacket and now the inner lining is flaking off and makes me look like I have dandruff! Customer service wont do anything for me. Should have bought a NorthFace as they guarantee their products for life!
Went in to buy climbing shoes. Staff were nice, knowledgeable and super helpful. Will definitely come back again and recommend to my friends.
REI used to be great. Now they are way overpriced and have less quality. Some stuff is still quite good, but a lot is descending to Walmart quality.
Went in to trade in a backpack I bought on the weekend and although I was happy to explore the options John was keen to help me as well as helping 2 other folks in the area simultaneously. He deftly moved among us answering questions and making suggestions without making any of us feel rushed or ignored.