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Follow up to my REI/hiking pack saga
Old 06-09-2022, 12:29 PM
  #1

Here's the original post.

So I had a dr appt close to the first REI location that I went to. I decided I'd return the pack. I hiked with it again this morning and it was hurting my shoulders, only 2 or 3 miles in. When I walked in the store, I went to the backpack section just to see if there was anyone there who may be helpful in finding a new pack, just to give it one more shot. The guy working in that section today was amazing!! He had me put on the pack I was returning and instantly saw what I was talking about. He said he never would have recommended that pack for me, with how it fit me in the shoulders. He generously spent at least 30 minutes with me. He measured my spine, which no one else did, really taught me how it's supposed to be worn and what to look for. It was obvious that he really cared about me finding a pack that fit correctly and was comfortable! I did find one. It is larger than I was going for. They are having supply chain issues, of course, so there wasn't a huge selection. I bought it and will give it a try. I'm thinking I need to fill it and practice walking up and down the stairs with it to make sure it isn't too large/heavy. Probably would be better if I had more time to hike with it before my trip. But, I'll give it a try! Since I got the first backpack during their sale, they even gave me a discount on this new pack.

I'm going to reach out to the location or corporate and tell them what a great experience I had with this guy (I know his name). This is more like the wonderful REI that I've experienced in the past. I'm trying to decide if I tell them about my negative experience at the other location.

Just thought I'd update since you all were helpful the first time!


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Good
Old 06-09-2022, 12:46 PM
  #2

I hope corporate/local acknowledges to him when you call. I am glad it is resolved.
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Old 06-09-2022, 12:48 PM
  #3

That's the customer service that I would expect from REI! I'm glad you were able to resolve your backpack problem.
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Old 06-09-2022, 01:36 PM
  #4

Glad that someone took the time to care. Your safety and comfort are worth the 30 mins that he spent on you. Hope this one works out for you.
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Old 06-09-2022, 01:55 PM
  #5

I am glad you went back and found someone who both knew what they were doing and cared enough to do it.

Enjoy your trip! What did you guys decide to hike?


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Old 06-09-2022, 02:27 PM
  #6

Quote:
Enjoy your trip! What did you guys decide to hike?
Thanks! We'll be doing many trails around Leadville and most likely Mt.Elbert. We also hope to get to the Maroon Bells area.
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Old 06-09-2022, 02:50 PM
  #7

Hooray, Iím so glad youíre happy.
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trails
Old 06-09-2022, 03:01 PM
  #8

Quote:
We'll be doing many trails around Leadville and most likely Mt.Elbert.
Enjoy your trip! DH and I did a couple of day hikes on challenging trails near Leadville when his niece did the Leadville 100 mile trail run (ultramarathon) 5 years ago. Leadville is such a cute little town. There was a candy shop that had the best butterscotch fudge. I don't remember the name but it was in a cute little cottage. I hope it is still in business.
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Old 06-09-2022, 03:07 PM
  #9

Your perseverance paid off. Good for you.
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Yeah
Old 06-09-2022, 03:19 PM
  #10

So glad you received good customer service. That makes all the difference. I hope the new pack works for you.


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Old 06-09-2022, 03:34 PM
  #11

That sounds more like REI! I suggest you let both corporate and the manager of the location know how wonderful he was.
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Great!
Old 06-09-2022, 04:07 PM
  #12

I am glad you found the customer assistance you needed. I hope it works for you.
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Old 06-09-2022, 04:38 PM
  #13

I’m so glad it worked out. Enjoy your new pack.
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Old 06-09-2022, 06:37 PM
  #14

yea! definitely tell them about this experience, as well as your other 2 duds!
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Old 06-10-2022, 01:50 AM
  #15

Love to hear about good endings. Definitely share all of your experiences with the powers that be at REI. Happy hiking!
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Old 06-11-2022, 03:56 AM
  #16

Glad you went back and it worked out for you! I'd probably just mention that you had been to another REI in the area and we're happy with the experience because it was so different than in the past. Id then mention how wonderful this one was.
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