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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

@golivefree in case you hadn't seen yet, we added curbside pickup at our Chandler, Flagstaff, Paradise Valley, and Tucson REI stores this morning; hope this helps with your new bike!

At REI, we believe time outside is fundamental to a life well lived.
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Amazing! Thank you for the follow up!

when can we return/ exchange items at a store? even curbside helps

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@Steven970 thanks for checking back in. At this time, we are not yet able to accept returns either curbside or in-store. We will certainly provide an update here in the community as soon as this  becomes available. Returns can still be processed through the mail and you can always reach out to our Customer Support team (1-800-426-4840) to discuss your individual situation. We are sorry for this inconvenience.

At REI, we believe time outside is fundamental to a life well lived.
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@REI-JenKI would appreciate this because there is no way to not loose money in an REI return/ exchange without going to a store.

Eric Artz makes it sound like he is doing all the customers a big favor by opening for curbside pick up of orders in time for the REI anniv. sale. Just in time for REI to generate revenue! BUT....if you want to return an item there is no curbside return process. Returns must be by mail at a cost of $8.95 TO THE CUSTOMER! Or you can wait until a store opens, but no indication of when that will happen. Sounds like a win/win for REI.

The longer they wait the more returns are going to pile up and more people will order online and wait until stores open to make returns. I anticipate all REI stores getting slammed with lines around the building of people wanting to make returns the first week they open. The stores are going to go into the negative when they start seeing more items coming back than going out. Hopefully REI offers huge sales opening week, then maybe they will recover some revenue from all those returns.

Seriously, I was a big fan of REI tell I saw how poorly they are handling this situation, but now I am wondering if I will ever shop here again. you are right they act like they have our best interest a heart and how they are working hard to get curbside open for their big sale, like they are doing it for us and not so they can get more money in. I hope the wave of returns when they open puts them under. 

Do you happen to know when the stores in Massachusetts will be opening for curbside pickup? I know the Gov. Baker has allowed all retail business to open for curbside pickup starting yesterday, May 25th. My wife and I wanted to order and pickup two new bikes and were disappointed not to get the sale price that expired yesterday -- we were looking to order online and pickup at the local store whenever they offered curbside pickup.

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Hi there @Digger_Dave!

Thanks for reaching out to us in the Community! 

Unfortunately, we do not have any information to share right now on our Massachusetts stores opening for curbside. However, keep an eye out on our curbside pickup page as things change quickly! There, as well as your local store page are the best places to find updates!

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