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REI Hold times - how long is too long? how long should I wait?

I have been on hold for 2 hours about an exchange for something that came in the wrong size. It's ok, I understand it's a high call volume, but I'm wondering if 2 hours is normal?

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@gcsmith Thank you for reaching out.

We are sorry that you have been on hold for so long. We like to be transparent, so we want to let you know that due to higher-than-usual demand our ability to respond to our customers is taking longer than we’d like. We are still committed to the best possible customer experiences and we’re trying hard to cover all of our customers’ needs.

If we mistakenly shipped you the incorrect item, our sales and customer support team are the right folks to help you. It would be best if you could stay on the call to wait to get helped. We apologize, again, for the inconvenience and thank you for your patience!

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