Shopper demands answers after outdoor retailer sends letter scolding customers for ‘abuse’ and gives lifetime ban

SHOPPERS were left confused and demanding answers after a popular outdoor retailer cut off a handful of customers.

REI sent letters calling out select shoppers for abusing its return policy, banning them from making future returns and exchanges.

REI, or Recreational Equipment, Inc., is an American retailer and consumer cooperative that sells outdoor apparel and equipment.

Fans of the store can purchase a $30 lifetime membership that offers perks such as 10% back annually on eligible purchases.

Another benefit of the REI membership is an extended period to make returns.

Some shoppers, however, have been accused of taking advantage of the outdoor retailer’s return policy.

REI sent an email from its policy and standards team on October 30 to several of its members.

“REI recently updated part of its return policy,” the email begins. “To ensure every return is handled with fairness, REI will no longer accept returns if there has been a past abuse of our policy.”

“When we reviewed your account, we found that the number and frequency of returns you have made far exceeds what we typically see from members.

“While we stand behind the gear we sell and recognize that we don’t always get it right, we noticed that this was an established pattern rather than an isolated event.”

The letter proceeded to inform its recipients that while they could still make purchases at REI, they would no longer be eligible to make returns or exchanges beginning November 6.

Katie Barosky, senior manager of store communications, shared that only a small number of REI customers were targeted with the email.

“We identified a very small subset of members (less than 0.02% of 24,000,000 plus) who demonstrated a clear abuse of our policy,” Barosky told local Denver NBC affiliate 9 News.

“While they will still be welcome to shop with us, they will no longer be welcome to make returns or exchanges.”

CUSTOMER CLAPBACK

Lindsay Powell is one of the few REI members who received the email, although she has no idea what she did wrong.

“My biggest complaint is I feel like myself and other members, we’re getting punished for something that we don’t even know what the rule was to begin with,” Powell told 9 News.

She said she did not consider herself a serial returner, sharing a spreadsheet of her transaction history at REI with the outlet.

It revealed that she had spent around $11,000 at the outdoor retailer since 2014 and returned about $3,100 in items.

Powell has a diagnosed foot condition and small feet, so stores frequently do not have her shoe size in stock.

She said she recently ordered multiple pairs of sandals with arch support per her podiatrist’s recommendation but found the shoes uncomfortable.

The REI member also shared that she had purchased gear that claimed to be waterproof and returned it when it wasn’t.

“Their whole philosophy is based upon the testing their gear out,” Powell said. “And you know, if you’re not satisfied with it for any reason, you can bring it back.”

“In my mind, I’m purchasing things and I’m testing either it out to say this is going to work, or it’s not, or I’m purchasing multiple sizes of something to see what’s going to work for me.”

The confused customer responded to REI’s email asking what evidence they had used to determine she had abused the policy.

“We cannot provide specific details about how we determine policy abuse,” responded the company.

CRACKING DOWN

Retail expert Kyle James told 9 News he had seen stories on social media of some REI customers purchasing gear, using it for an arduous hike, and returning it afterward. 

The expert pointed out that an increasing number of retailers were cracking down on their return policies.

“Retailers are kind of pulling back on some of these return products, saying, OK, wait, some people are taking advantage of this,” said James.

“It’s hard for consumers, because when people, quote-unquote, take advantage of some of these policies, it ends up hurting everybody in the long run.”

However, the expert argued that REI should have warned the targeted members before enforcing the new policy.

“You didn’t give these folks some heads up saying, hey, we noticed you’re returning a lot more than our other members – we’re going to put you on probationary period,” he said.

Powell shared she will no longer shop at REI thanks to the new return and exchange ban.

“If we violated their policy – I definitely don’t want to do that, but I also, I would like to know what number are they considering too much,” she said.

“When did we cross that threshold? And no one has been able to tell us that.”

REI isn’t the only retailer under fire.

Costco shoppers are turning to social media to reveal the worst thing about the store.

Plus, Walmart shoppers are demanding answers after claiming the retailer is “ruining the kids’ Christmas” with a delivery debacle.

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