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Hiker01 
Group: Members
Posts: 907
Joined: Jun. 2006
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Posted on: Dec. 13 2012, 2:51 pm |
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REI return is a little misleading, actually was an upgrade. I was standing in line behind a guy who was returning a Big Agnes pad and mountain hardwear jacket. I overheard him tell the sales clerk he purchased them about two years ago. The clerk looked it up using the guy's membership and after several minutes found the purchase had been made back in 2008. The customer apologized for the confusion and told the clerk they were fine it was just time to UPGRADE. The clerk actually told him if he actually got his monies worth out of the product after four years he should consider not returning them. The guy proceeded to get his 250.00 credit and started shopping. I understand the no hassle return policy but I thought this was completely wrong to do. Does anyone else think this is wrong?? I guess no hassle is no hassle.
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| Post Number: 2
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big_load
Group: Members
Posts: 21953
Joined: Jun. 2004
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Posted on: Dec. 13 2012, 2:54 pm |
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I consider that an abuse of the policy.
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tomas
Group: Members
Posts: 2413
Joined: Oct. 2006
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Posted on: Dec. 13 2012, 2:57 pm |
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I'd also consider it an abuse of the policy.
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To strive, to seek, to find, and not to yield.
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EastieTrekker
Group: Members
Posts: 1467
Joined: Mar. 2012
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Posted on: Dec. 13 2012, 3:01 pm |
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(big_load @ Dec. 13 2012, 2:54 pm)
QUOTE I consider that an abuse of the policy.
+1
It's a generous policy, and works great when you sincerely need to use it, but yeah "upgrading" isn't exactly a great reason in my book. In some ways I wish they would refuse returns to folks blatantly stating there's nothing wrong and got 4 years of use out of it...
I was behind someone with a similar story, they were returning a car rack because they bought a new car, and it wouldn't fit anymore, and I quote, "Rather than sell it on eBay I thought you guys could just sell it at the garage sale". The sales associate did say the return policy is not meant to cover a new car that no longer works with the system he bought 3 years ago, but gave him a refund anyway...
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I request all the possible consumer protection organizations, and fight with their injustice. 
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High_Sierra_Fan
Group: Members
Posts: 39795
Joined: Aug. 2005
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Posted on: Dec. 13 2012, 3:02 pm |
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Another vote for abuse.
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| Post Number: 7
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hikerjer
Group: Members
Posts: 9239
Joined: Apr. 2002
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Posted on: Dec. 13 2012, 3:23 pm |
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Absolutely an example of abuse. Sounds like nothing was actually wrong with the gear. REI is pretty generous with returns but accepting BS like this too many times could well force them to change their return policy to the detriment of us all.
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"Too often I have met men who boast only of how many miles they've traveled and not of what they've seen." - Louis L'Amour
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TWinAlbany
Group: Members
Posts: 116
Joined: Oct. 2012
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Posted on: Dec. 13 2012, 3:25 pm |
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Another +1. They should have refused the return as there was no issue with product or satisfaction of the customer.
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QCHIKER
Group: Members
Posts: 1740
Joined: Oct. 2009
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Posted on: Dec. 13 2012, 4:57 pm |
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+1 on that. I've seen this happen too at REI. I'm afraid eventually they will change their return policy.
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| Post Number: 10
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eggs
That's sofa King assume
Group: Members
Posts: 4255
Joined: Nov. 2007
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Posted on: Dec. 13 2012, 5:03 pm |
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I don't know he sounds like he was not completely satisfied with the older gear which would fall under the 100% satisfaction guarantee.
He clearly would be more satisfied with new gear.
REI allowed him to become 100% satisfied again. Win win
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Eggs
Home of the egg
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| Post Number: 11
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OldGuyWalkin
Group: Members
Posts: 158
Joined: Nov. 2012
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Posted on: Dec. 13 2012, 5:14 pm |
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He probably bought more than the refund.
REI puts it in the yard sale and then other REI members buy it.
REI gets 2 happy customers who will buy more later. Short term, loss. Over the long term, I imagine they will more than get their money back.
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| Post Number: 12
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nogods
Group: Members
Posts: 5481
Joined: Sep. 2007
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Posted on: Dec. 13 2012, 5:15 pm |
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If REI return policy stats that they accept a return if you are not satisfied with your purchase at any time. If REI doesn't want to accept returns from people who become unsatisfied at any time they can just change their policy for future sales.
This is totally in REI's control. Why lay blame on the customer?
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High_Sierra_Fan
Group: Members
Posts: 39795
Joined: Aug. 2005
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Posted on: Dec. 13 2012, 5:22 pm |
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" told the clerk they were fine it was just time to UPGRADE. "
I don't read dissatisfaction there, just a calendar reference.
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| Post Number: 15
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Hiker01
Group: Members
Posts: 907
Joined: Jun. 2006
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Posted on: Dec. 13 2012, 5:38 pm |
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I read somewhere they're reviewing their current return policy (can't remember where). He had no complaints about the product, simply wanted to upgrade. I don't blame the customer, REI allows it. If possible I'm sure they would like to cut down on this type of abuse.
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| Post Number: 16
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kimble
Group: Members
Posts: 211
Joined: Jun. 2010
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Posted on: Dec. 13 2012, 6:38 pm |
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A friend of mine works @ an REI in NC, either Raleigh or Durham, I can't remember. Anyway, he said that they were starting to move towards inquiring about why exactly a customer wanted to return something, the idea being that they simply can't accept a return on something based on a customer's whims. If the gear failed, fine. But returning 10-year old heavily used hiking boots because the tread had worn thin is not acceptable - sounds like this is actually attempted somewhat frequently.
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GoBlueHiker
Obsessive Island Hopper...
Group: Members
Posts: 14203
Joined: Jul. 2006
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Posted on: Dec. 13 2012, 7:26 pm |
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Honestly, I'd be fine if REI modifies their return policy to not accept returns for pathetic excuses like this. They could still call it "Satisfaction Guaranteed", since this customer was clearly satisfied, but simply thought it was "time for an upgrade." Maybe, "Satisfaction Guaranteed, But Bullsh!+ No Longer Guaranteed."
Of course, all that will really do is cause the most blatant abusers to be more creative with their return excuses.
I'd be fine with a cap on the time too. Say, if it doesn't fail you within the first two years, you got your money's worth already, no returning it after that. Or something like that.
I'm just rambling here. I'm have zero info about whether this is what REI is leaning towards or not.
- Mike
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Wealth needs more. Happiness needs less. Simplify.
www.RainForestTreks.com
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| Post Number: 20
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treelinebackpacker
Group: Members
Posts: 430
Joined: Aug. 2011
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Posted on: Dec. 13 2012, 7:50 pm |
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I would say, if it ever fails, that's warrant for return if you feel like it shouldn't have failed.
However, I would think a one year return without defect is pretty generous. By then, you know if you like the product or not.
This would cut down on most of the BS.
The idea of the return is you can trust their gear, and they'll stand by it. This would still reflect that, while cutting down on the upgrades.
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nogods
Group: Members
Posts: 5481
Joined: Sep. 2007
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Posted on: Dec. 13 2012, 8:10 pm |
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(reubenstump @ Dec. 13 2012, 7:58 pm)
QUOTE
(eggs @ Dec. 13 2012, 5:03 pm)
QUOTE I don't know he sounds like he was not completely satisfied with the older gear which would fall under the 100% satisfaction guarantee.
He clearly would be more satisfied with new gear.
REI allowed him to become 100% satisfied again. Win win So if I buy a cheap synthetic jacket today and 10 years later decide I want big puffy goose down, they should refund my original purchase? C'mon, be reasonable. Abuse.
If they advertise a 100% satisfaction guarantee and a return at anytime, then it is not abuse, it is merely taking them up on their word.
I might have some sympathy for REI if they were forced by state or federal law to have such a liberal policy. Then we might say people are abusing the letter of the law rather than the spirit.
But the return policy is REI's. If they are being abused by it then they are abusing themselves.
They could go blind from that, but that's their choice.
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| Post Number: 24
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Fatpacking
Group: Members
Posts: 80
Joined: Nov. 2012
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Posted on: Dec. 13 2012, 8:12 pm |
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I was recently at a garage sale and while looking at shoes, found a pair of Keens that had been owned and clearly worn over the 4 years the guy owned them. They were returned with the excuse that they showed excessive wear. Well no sht...they were 4 years old. But there they were for sale in the garage sale. On the same token, I picked up a nearly brand new pair of Keens that were claimed to have been worn once (and I believe it) with the complaint that they hurt the wearers feet. Got them for $10.
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| Post Number: 26
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TDale
Group: Members
Posts: 13340
Joined: Jun. 2005
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Posted on: Dec. 13 2012, 8:31 pm |
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Down here, the term for that is, "low rent trash". Abusive.
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"Sure as I know anything, I know this - they will try again...They'll swing back to the belief that they can make people... better. And I do not hold to that. So no more runnin'. I aim to misbehave."
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justwalkin
Group: Members
Posts: 405
Joined: Nov. 2008
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Posted on: Dec. 13 2012, 9:00 pm |
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(toesnorth @ Dec. 13 2012, 8:52 pm)
QUOTE
(justwalkin @ Dec. 13 2012, 7:16 pm)
QUOTE You're wrong about not blaming the customer. The gradual moral decline over the decades escapes the notice of some, but it is there. There was no need for policy revision in 1970, but there is now. The only reason for such change is the change in the customers themselves. They are less honest (in general) and some apparently don't have a conscience.
Yes, I do blame the customer. On that note: I was shopping at REI in 1970, happily. My satisfaction went down over the years as the quality of the gear went down. Maybe it was due to outsourcing, maybe not, but probably. My morality is still intact but I have returned almost one quarter of the items I've bought at REI due to quality issues. I would probably have returned more but I live 90 miles from a store and return postage is too expensive.
You have a very legitimate point that I agree with. I also don't have much tolerance for junk. I try earnestly to do my homework to minimize my purchase of junk, but some still gets by.
That doesn't explain the unending tales of REI returns for worn out items, bike racks and roof racks from traded in cars, strollers for infants that now walk, childrens' clothing that they grew out of, etc., etc., etc.
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If a day in the mountains is better than a week at work, why aren't I working in the mountains?
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| Post Number: 30
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Hiker01
Group: Members
Posts: 907
Joined: Jun. 2006
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Posted on: Dec. 13 2012, 9:08 pm |
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Sales clerk told me a story about someone who came in and after wearing a shirt for two years needed to exchange it. Why? They needed a bigger size. Not unsatisfied with the product they just ate too many doughnuts.
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