An REI store recently opened in Santa Barbara, so shortly after Christmas I went there to spend my gift money on a new pair of shoes. It was January 2. I bought the shoes for $99 and have been happily wearing them since. A week or two after my visit, it came to my attention the shoes were on sale for $49. I was curious about their exchange/return policy and intended to follow-up with the store as soon as possible. Unfortunately, because of work and transportation issues, it took until today (38-days after purchase) to finally get into the store to inquire.
Upon arrival I learned that they have a 30-day policy on price changes and that I would need the receipt (which was at home in Ojai). Plus, the shoes were now only $35!
It took all of 30-seconds for the store management to review the circumstances and authorize a refund for the difference. Wow, what a treat. Thank you. This is truly how customers should be treated by a retail business and I don't regret for a minute signing up for an REI membership.
Good work Santa Barbara REI. I'll be back.
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One response to “REI Treats This Customer Right”
It's nice to read about GOOD customer service!