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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 time outside is fundamental to a life well lived.
118 Replies

Eric Artz: Reopening Our Stores

I could not shop at the Littleton CO store today.  They would not let me in without a mask.

 

You lost a 38 year customer.

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Eric Artz: Reopening Our Stores

@redrocksmarc yes, as noted in our FAQs, to help protect our customers and employees, we do require face coverings.

At REI, we believe time outside is fundamental to a life well lived.
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Eric Artz: Reopening Our Stores

I will not shop at a store that doesn't require masks.  I view the mask as a way to protect others and myself.  Too bad REI doesn't care as much about their customers and staff to do everything possible to slow the spread of the virus.  

Folks should do as they please, but not anywhere near me or my family.

How long will REI continue to do curbside pickup?

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Eric Artz: Reopening Our Stores

@YakAttack thanks for reaching out with your concern. We do not have an end date established for curbside pickup, and are instead looking at ways to keep the service as an option even as we reopen our stores to the public.

At REI, we believe time outside is fundamental to a life well lived.

Eric Artz: Reopening Our Stores

@YakAttack we wanted to circle back and let you know that as of June 19, we will be requiring face coverings for all customers within our stores.

At REI, we believe time outside is fundamental to a life well lived.
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Eric Artz: Reopening Our Stores

Not required. Offered. 

 

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Eric Artz: Reopening Our Stores

@DSchiller we are circling back on this topic and letting customers know that beginning June 19, we will require face coverings for all customers shopping in an REI store.

At REI, we believe time outside is fundamental to a life well lived.
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Eric Artz: Reopening Our Stores

This is a very broad statement which in no way addresses the opening of REI stores. When can we expect to see in store returns being accepted?

Eric Artz: Reopening Our Stores

@dylan3492 we do not yet have an update to share on when in-store returns will be accepted. As soon as we are ready, we will update our local store pages and the FAQs here in the community.

At REI, we believe time outside is fundamental to a life well lived.
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Eric Artz: Reopening Our Stores

Your first statement about reopening said you were waiting until all stores can open nation wide but now you are opening only in Montana? When will stores be opening up in the states that are already allowing them to be opened? why can't you release a list of anticipated dates for stores? why the secrecy? 

Also, when can we do some curbside returns and exchanges?