Outdoor Retailer Banning Some Customers From Returns, Exchanges

A retailer that focuses on outdoor recreation is putting a stop to excessive returns and exchanges. REI has announced that some customers have abused the return policy and will no longer be allowed to make exchanges or returns starting on Wednesday, November 6. REI is one of the top destinations in Colorado to purchase clothing, gear, and supplies for many outdoor enthusiasts in the state.

According to 9 News, this newly enacted ban by the outdoor recreation retailer will affect less than 0.02 percent of the 24 million customers who shop at REI. 9 News interviewed Lindsay Powell, an REI customer, after she received an email stating that she has lost the privilege to return items after an excessive amount of purchases which were returned.

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,” the email reads. “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.

Said the email to Powell from REI. Senior Manager of Store Communications at REI, Katie Barosky, said that a very small amount of members who pay to be a part of the REI Co-op demonstrated very clear abuse to the policy. Noting that these customers will still be welcome to shop with REI, they are no longer allowed to make returns or exchanges.

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Powell shared a spreadsheet of the purchases she made over the years at REI with 9 News, spending almost $11,000 and returning approximately $3,100 worth of items. Some of the items returned were shoes and sandals that were not comfortable and items that claimed to be waterproof but were not.

REI responded to requests about the return ban by 9 News but was told that they cannot provide specific details about how REI determines policy abuse.