REI

Okie Deadhead

2024-04

I love me so REI. This last trip, we needed to exchange a gift without a receipt, and the staff made it really easy. I enjoyed walking through the bikes and the backpacks. I have been looking for a new day pack, and REI has many to choose from. They have a great selection of hiking boots and trail shoes. I also enjoyed the clearance selection.

Nicolaj S

2024-04

Great store to see lots of different kinds of equipment. I was hoping to find a decent lightweight tent as well as an ultra light chair on sale, but no luck. Nonetheless, the best equipment and clothing store of its in the area. To get significantly better, you'd need to visit something like Campmor down in New Jersey. Recommended.

Julie C

2024-04

Very cool store to visit, and I like it's location right on the canal path - very convenient for anyone biking the canal to stop for bike repairs.I've found some good deals on hiking boots for my kids here. Going to revisit in the near future because I need a sleeping pad for camping.

T Stephens

2024-04

REI is still a great store. I haven't purchased anything in a while. I'm waiting on coupons. I'm looking for a replacement small backpack. I did see a few that caught my eye. If I can use a coupon that would make the purchase even better.

Jeremy Moose

2023-11

Love this place! Employees are well-informed about the department they're in. Most of them live a lifestyle the REI way. You'll get your questions answered and directed to what you're looking for if you are in a hurry. But, rest assured, because whichever employee is helping you, won't rush you or make you uncomfortable if the place is busy. They'll treat you like you're the only customer in the store. I love it.

Sindi Skiti

2024-01

DO NOT BUY FROM REI. They are literal thieves. If you try to return something by mail they will NOT give you your money back. I shipped my order back to their return facility and it arrived at their facility within 5 days of me paying money to ship it back and they are telling me my “cheque” with my return money “hasn’t arrived yet cause you’re in Canada”. They will make up excuses saying that they mailed a cheque with the money but it has been two months and I have yet to receive this “cheque” I’ve called customer service and all the tell you is “wait two more weeks”. This is literally a scam. Also what kind of 21st century company returns your money through a cheque? My fiancé has a member account with them so I have no idea why they can’t just put my money back in my card. Oh I know why, because they hope that I’ll forget about my return and they can keep my money. Customer service is useless. Their prices are outrageous. The quality of their stuff isn’t that great anyway. So I would just skip this place all together. Thanks for stealing almost $500 from me REI.

Joseph Lynch

2024-01

I had a wonderful experience at the Rochester NY store. The associates were all knowledgeable and cheerful. Calvin was incredibly friendly and helpful in helping me choose a great pair of hiking shoes.

Brittany G

2023-12

Visited the Rochester store in late summer and was greeted and helped by a wonderful and knowledgable sales associate for at least 15-20 minutes while it was a very busy time during the day. They were super helpful and assisted in helping me find the best product(s) for my weekend plans. They happily answered my million questions without annoyance as well! I visit this store frequently and always am greeted and asked if I need help looking for anything.

HammerDownBoating

2023-12

Love the store, unfortunately their lax policy towards shoplifters has made it a dangerous place to shop. Got ran into by a thief running out the door with armloads of merchandise, who then jumped in a car and almost ran over other customers in the parking lot. An EE said their policy is to just let them take whatever they want, and they usually don't bother calling the police anymore, making the thefts commonplace. They just holler at customers to get out of the way, and said usually the thieves wheel out entire racks! Beware if you shop here! Unfortunately these policies and lack of theft deterrents will ultimately end in their demise.

Melissa Stio

2022-05

From their Garage Sale section to pizza ovens 😱, you'll find it with ease at REI. Membership is a one time fee of $20 and gives you all kind of perks, so I definitely recommend getting that if you live near the store.I was on a quest today for a specific gift and one of the associates, Chandra, was there to help me through my purchase. I appreciate her great ideas and believe I found the perfect gift for a special occasion thanks to her!

Sindi and Jeremy

2024-01

My fianceé tried to return two items of clothing back to REI (following all the return guidelines) they received the item and have yet to give us a refund. It is coming onto 3 months now and they keep making excuses saying that they "sent out a cheque" and to "wait two more weeks" (again, it has been 3 months). We will be filing some sort of police report soon cause now it's turned into theft. They have the items we sent back and our money.

Natalie Mertz

2023-09

Customer service is terrible or more accurately, non-existent. At least 5 employees passed me and none asked me if I had questions or needed help. On a quiet weekday afternoon, there are more sales people in the store than customers, wandering, chatting with their co-workers or restocking, but none speaking to any customers that I can see. Even when checking out, the sales person ignored me and continued on with conversation with other sales people. I’ve shopped at other REI’s around the country and experienced excellent customer service, so this Rochester location is very disappointing.

Michael Laird

2023-09

Wow, this is a lot more than a camping store. They have warm fall jackets, very warm winter coats and parkas, colorful leggings in bright colors, backpacks for students returning to school, and much more. It's large and spacious, so I needed help finding a particular hat. The staff was friendly and got me to the right spot quickly.

Seven Squared

2023-07

Large store with a plethora of hiking, camping, backpacking and biking. Some really cool stuff to be found. That said the prices can be a turn off on some products but can be attributed to REI only carrying the highest quality companies. Helpful but not overburdening employees. Some limitations on item availability compared to website. A great place to look around or pick up outdoor recreation goods.

Roy Willman

2023-10

While speed and quality are good, bike repair quotes are not honored here: I came in to have a chain replaced and they looked at the bike and said $42 for the chain and $16 labor, but the bill was $55/$20, evidently because they had to add extra links to the new chain. I was waiting around - they could easily have asked if I approved the additional charges.

A. L.

2023-05

coming to get some biking equipment. great store and friendly customer service

Sue P

2023-07

Beautiful store. However, once we declined the co-op membership the attitude of the cashier changed and we were treated pretty poor. For people who enjoy the outdoors every chance we get, we won't be stopping by this store when we're in town next time.

Dhananjay Joshi

2023-07

Extra 20% deniedThe staff and people were extremely helpful and super friendly but had a strange experience at the cash register. As a new lifetime co-op member I had extra 20% off card along with $30 off card in the last weekend of May2023. The person otc refused taking the extra 20% card on the purchases saying all items are already discounted! I ended up paying full amount. Not happy with this that happened just within weeks of becoming a new member. Hope they take some corrective measures to avoid this in the future with others.

Cresencio del Pino

2023-12

We are avid long distance hikers. Whenever we need new clothes equipment REI staff are Always helpful and courteous.

Jennifer L

2023-05

All of the staff members are super friendly and beyond helpful. We knew what we were going in for and since so many of the staff members have ACTUALLY used the products, they could speak to the usefulness of items and suggest others.The membership program is a great option.Jonathan was great and provided fantastic customer service!

John R Komdat

2023-06

REI excels at quality outdoor clothing and equipment. They support their members with classes from qualified professionals. They also pay their members (for life) ten to twelve percent of their total annual purchases. I’ve been a member for over thirty years and the customer service I’ve gotten from REI is basically “the customer is always right”. The sales people are experts on the products they are selling and have personal experience using those products. No business is selling higher quality outdoor equipment and no business provides better customer service than REI.

Bill Gold

2019-05

REI is just a great place all around. It's so fun just to walk through and look at all the cool stuff. This one is right on the Erie Canal and you can walk right out the back to a fantastic bike path. I posted some photos I took right out the back door.

Nancy I

2023-05

Great experience. We are so appreciative of Viv. She is clearly very knowledgeable about backpacks, and probably all things hiking. She was incredibly helpful and took time making sure we found packs that fit well and even walked us through the features. The story was pretty cool too.

HN

2023-06

I've had positive experiences every time at this location. Staff is super efficient and friendly. I had a great experience with Kyle who was quick to fix a problem with my road bike. Thx!

Md Saiful Islam

2023-05

We went there to purchase an inner tube for fixing a bike. The staff, I suppose Kyle was his name, was really helpful and proactively explained us the process of how to replace an inner tube.I liked the shop overall, lots of cool camping and commuting gears. The location is also very convenient, right next to Costco, and there were ample space for parking.

Kate McGlone

2023-05

Had an issue with ski bindings and customer service was amazing. Everyone who helped us today was incredibly kind, and we are super happy with the outcome. Wonderful experience and staff. Definitely recommend. Thanks again!

jmedley38

2019-05

Outdoor gear and recreational store with large selection of equipment and friendly, helpful staff.

Benjamin Welkens

2023-05

REI is 10/10 right up until you get to the register and tell them you don't want to become a member. So many of the cashiers take it personal, they get all snarky. Not all of them. Aside from that great customer service, great variety, great return policy, great quality, great place.

Chris Lawrence

2023-05

Awesome experience working with the worker to get sneakers. However the e-gift card experience was horrible. I never received the e-card in my email from my sister-in-law (checked my spam and made sure the email address was correct). I only had her receipt with confirmation number.They were not able to issue a new e-gift card on the spot or issue store credit. I had to wait for 45 mins then ended up purchasing the entire order with my CC as I was not able to get the gift card emailed.

Christine Dixon

2023-05

I went in yesterday to look at a backpack. Lisa was great. She helped me with the fitting, answered all my questions, added weight to the pack when I tried it on to make sure it fit well, just a great experience. She knew all about the product and showed me all the pack's features. I was very impressed and will be back.