Hi @Matthew .  I am not an REI employee, but I have made multiple purchases through the REI Used Gear site, and I have never had any issues with the functionality of the site.  I had an issue with one shipment (the packaging was damaged and an item missing), and, while they were not able to provide a replacement item due to the nature of the inventory, they quickly refunded my money, including the shipping fee.  I believe that the Used site is operated by a separate company working under/alongside REI, so not all site functions, as well as policies/procedures, are exactly the same as on the REI site.

I know how frustrating IT issues can be, but don't let your recent problems navigating the site discourage you from supporting the Used Gear platform. It's a great way to keep gear out of landfills, and I, for one, have snagged some great deals! 

Superusers do not speak on behalf of REI and may have received
one or more gifts or other benefits from the co-op.