Great Customer Service from REI

In 2006, Jen and I bought lightweight, weatherproof 'Taku' jackets from REI. I think we got them on clearance -- mine was around $80, Jen's $65, well under the $150+ jackets in this category usually retail for. Anyway, sometime in 2007, we received recall notices from REI saying that there was a defective zipper and to bring the jackets in for repair. Since our jackets were doing fine, we ignored the notices and just kept on using the jackets. Two months ago, the zipper problem struck both jackets.

Finally, it got cold enough that running with the pit-vent zipper stuck open was unacceptable to me. I took the jackets into REI sans receipt. The REI folks looked up our separately-purchased jackets via our REI membership ids. The recall period had passed, but the assistant manager offered an exchange credit. It soon became clear to her that what I really wanted was a functioning jacket (and not enough store credit to only replace one jacket), so she offered to have the zippers replaced free-of-charge. I picked up the repaired jackets today and they look good. I'll try mine out on tomorrow morning's cold, wet run with Jojo -- expecting all sunshine and rainbows from the Taku.

Thanks REI, that's great customer service!

Sometimes I wonder if paying a little more is worth being able to choose from a wide selection of high-quality products and to be assisted by knowledgeable and passionate employees who are empowered to delight their customers. Today and most days, I definitely think it is worth it.