REI Banning Some Members From Return Program

If you're an REI member and frequently return items, you might want to think twice before your next purchase. 

According to a new report from KUSA, REI is banning some of its members from returning or exchanging items after finding that they seemingly took advantage of the program. REI senior manager of store communications Katie Barosky that it has so far only affected a very small number of customers. 

"We identified a very small subset of members (less than 0.02 percent of 24,000,000 plus) who demonstrated a clear abuse of our policy," Barosky said. “While they will still be welcome to shop with us, they will no longer be welcome to make returns or exchanges."

Longtime member Lindsey Powell learned via email that her return and exchange privileges have been revoked. The policy was helpful for her as she has a diagnosed foot condition and small feet, allowing her to try on different shoes and sizes before sticking with one. 

"Their whole philosophy is based upon the testing their gear out," Powell told KUSA. "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," she added. 

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The notice from the company broke down just why they flagged her account and won't allow the 12-year member to return or exchange anything moving forward. 

"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 read. "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."

Whether it's at REI or any other store, make sure you double-check their return policy before buying anything.