REI

There was a financial issue I experienced, that was on my end/not at all the store’s fault, & management was A+ in helping to get it resolved. It involved a lot of work on their end & Brad & in particular Jason, went above and beyond to help me get it resolved. It’s rare to find such helpful management at any time but especially these days. My husband & I have been very impressed. The store is also very nice inside and had helpful sales associates assist me in finding the right pair of tennis shoes.

On 8/19/23 I went into the Brookfield REI as an REI CO-OP member to return a pair of women’s Terra Canyon sneakers that I purchased on 6/4/23, as I was not satisfied with the quality of the shoes. Upon returning them I encountered a cashier by the name of Nancy who assisted me with the return. The intersection I had with Nancy was not only unprofessional on her account but also incredibly demeaning. I am aware that when bringing in a return, items should be cleaned and I made sure that they were relatively clean but when returning them Nancy disagreed and suggested that I go outside of the store and clean them again, I found this to be an unusual request, but I did it either way just to be cooperative. When returning back to the register she stated “I can’t touch those!” And suggested in a very demeaning manner that I go back out and clean them once again, I refused and asked for a manager to come and assist me with my return. The manager, named William, was able to simply complete my return. This situation could’ve been avoided if Nancy would have handled this in a more professional manner and according to their return policy offered to their co-op members.

When I arrived, I attempted to get assistance ( or for her to help me get assistance ) from an employee chatting with a co worker. When I asked for her help she said that because I interrupted her, she did not feel comfortable assisting me. What happened to greeting a customer? Even the slightest acknowledgement would have been fine. Fear not, Jessica came to the rescue and made my day. I have never had the pleasure of an absolute bush craft expert walking me through all the questions and one offs I needed solved. I walked away with a clear understanding of the products I was interested in purchased most of them. Because of Jessica I will be returning to shop in store. Expertise goes a long way! Thank you.