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Eric Artz: Reopening Our Stores

To our co-op community

I’m writing to share some good news. After two months of temporary closures, this week we will begin reopening our stores—just in time to celebrate our 82nd anniversary.  

In some places “opening” will mean curbside service for orders placed online. In others, our doors will open for a limited number of customers. In every case, we’ll be taking precautions for the health and safety of our employees, customers and communities. We’ll have health and safety procedures in place for our store teams, and clear guidance for you on how to shop or do curbside pickup. We’ll also be closely following guidance from national, state and local authorities to make sure we’re operating in compliance with any restrictions in your area.  

We have made significant progress in all of these areas over the last month, and we are ready to begin expanding services in many of our stores. Our hope and expectation is that more than half of our stores will be open for curbside pickup in time for our Anniversary Sale, May 15 - May 25, and a small number of stores will be open for in-store services as well.  

 You can find more details about your local store here 

We’re doing our part to make the curbside and in-store experience as safe as possible for everyone, and we need your help. When you come into our stores, our employees will be wearing face coverings, and we’re going to ask that you wear one too. It’s a simple thing that we can all do right now to take care of one another and, if you forget yours, we’ll have disposable face coverings available. 

For anyone who can’t make it to a store, we’ll keep doing our best to get you all the gear, expertise and inspiration you need through our digital channels. We’re offering all the great deals you’d expect during Anniversary Sale at REI.com. In the coming weeks, we’re also rolling out virtual events and gatherings for members, zero-contact shop services for bicycle maintenance at our stores, a virtual outfitting program and an improved returns process.  

Few things make us happier than serving our customers in our stores. The journey is far from over, but we are making progress, and we’re grateful for your support and understanding right now. To everyone who has reached out with a word of encouragement or has helped support local nonprofits through our Outdoor Emergency Fund, thank you.  

There is a spirit of togetherness that has defined your co-op for 82 years, and as we celebrate our anniversary, I’m reminded that right now it’s more important than ever. Be well and take care.   

My best, 

Eric Artz 

President and CEO, REI Co-op

 

At REI, we believe a life outdoors is a life well lived.
118 Replies

Thanks for the updates, JenK! Will let my cousin know of the details as well.

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@LeeM Thanks for reaching out!

Although we can't share specifics, in case of last minute changes, we do plan to add curbside pickup to additional REI stores around the country later this week, so you may want to stay tuned for locations that may be added near you!

Thanks!

At REI, we believe a life outdoors is a life well lived.
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@LeeM in case you hadn't seen, we are now offering curbside pickup in our St. Louis store! Hope this helps!

At REI, we believe a life outdoors is a life well lived.
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With most of Utah moving from a moderate risk level to a low risk level is there any estimate when stores will open for returns? Curbside service and bike repairs are available but in store returns can’t be made. I received a bike with what appears bent forks I need to return. I bought another bike locally to replace it as I didn’t feel like waiting several more weeks for a replacement. 

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Hi there @Rognperly 

Sorry to hear that you received a bike that was not in rideable condition for you. 

Unfortunately, we do not have a timeline we can share on when stores will begin accepting returns. We encourage you to continue checking your local store page for details and updates. 

At REI, we believe a life outdoors is a life well-lived.
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How about to drop off a return?  

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@denmanwl Thanks for reaching out!

At this time, we are not able to accept returns at our stores that are offering curbside pickup. Your best bet is to wait until your store opens fully and can process your return. Otherwise you can mail your return back to us following the instructions hereWe encourage you to continue checking your local store page for details and updates.

Hope this helps!

At REI, we believe a life outdoors is a life well lived.
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Local store pages have not been updated and continue to not be updated. Contrary to REI employees default response of:

"Your best resources for updates will be our curbside pickup and local store pages. As things are shifting really quickly for us, we'd encourage you to check back often for updates!"

Well, I have been checking back for over a week and not a single update has been made on any local store pages. It seems since no updates are being given the only way to find out anything is to keep asking and keep the pressure on REI.

Is there any more info on store openings and when in store or curbside returns will be accepted?

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I know we will all be happier when stores are open and we can get back to ways that approach normal.  I am sure that opening all the REI stores is a complex procedure, given the many jurisdictions involved.

Patience!!

A worthwhile alternative is to order for home delivery.  This was absolutely super when there was no minimum, but it is really easy to meet the $50 minimum these days.  I urge you to try that alternative until the time when the stores will open.

Now, back to preparing my $50 + order....

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@hikermor thank you, and you're right! We are eager to rejoin our customers in getting outside with great outdoor gear while continuing to prioritize employee and customer health and safety; and, yes, it's pretty complex!

@dylan3492 at this time, while we do expect to add curbside pickup to additional stores later this week, we do not yet have any additional information to share on store openings or curbside returns. As always, we will provide updates to these services on the local store pages and the FAQs here in the community as soon as we have them.

At REI, we believe a life outdoors is a life well lived.
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