REI (Recreational Equipment Inc.) in Kent: Outdoor Retail Co-op – Official Customer Support Customer Care Number | Toll Free Number

Recreational Equipment Inc., commonly known as REI, is more than just an outdoor gear retailer—it’s a cooperative movement built on the principles of community, sustainability, and shared passion for the outdoors. With its flagship store in Kent, Washington, REI has become a cornerstone of outdoor recreation in the Pacific Northwest and beyond. For customers seeking assistance with gear, membership benefits, returns, or outdoor adventure planning, REI Kent offers dedicated, world-class customer support. This comprehensive guide provides everything you need to know about REI’s official customer support channels, including toll-free numbers, live chat options, in-store services, and global access—all tailored to help you get the most out of your REI experience.

Introduction – About REI (Recreational Equipment Inc.) in Kent: Outdoor Retail Co-op – Official Customer Support, History, Industries

Founded in 1938 by Lloyd and Mary Anderson, Recreational Equipment Inc. began as a small cooperative of climbers and outdoor enthusiasts who pooled their resources to import high-quality, affordable climbing gear from Europe. What started as a mail-order business selling ice axes and sleeping bags out of a Seattle basement has grown into one of the largest consumer cooperatives in the United States—with over 22 million members and 180+ retail locations nationwide.

The Kent, Washington location—opened in 2007—is one of REI’s largest and most technologically advanced stores. Spanning over 150,000 square feet, the Kent REI store is not just a retail space; it’s an experiential outdoor hub featuring indoor climbing walls, gear demo zones, expert-led workshops, and a full-service repair center. As a member-owned co-op, REI reinvests its profits back into the outdoor community through conservation efforts, trail maintenance, and educational programs.

REI operates across multiple industries: outdoor retail, adventure travel, gear manufacturing and distribution, environmental advocacy, and customer service excellence. Its Kent location serves as a regional hub for customer support, handling inquiries from Washington, Oregon, Idaho, and Alaska. Whether you're a first-time hiker or a seasoned mountaineer, REI Kent’s customer support team is trained to provide personalized, knowledgeable assistance across all product categories—from tents and backpacks to kayaks and cycling apparel.

Why REI (Recreational Equipment Inc.) in Kent: Outdoor Retail Co-op – Official Customer Support is Unique

What sets REI’s customer support apart from other outdoor retailers isn’t just the breadth of services—it’s the philosophy behind them. Unlike traditional retailers focused solely on sales, REI operates as a cooperative where customers are members and stakeholders. This fundamental difference shapes every interaction with customer support.

First, REI Kent’s support team is composed of outdoor enthusiasts who live and breathe the activities they sell. Many team members are certified wilderness first responders, experienced guides, or competitive athletes. This means when you call or visit, you’re not speaking to a script-reading agent—you’re talking to someone who’s hiked the Pacific Crest Trail, kayaked the Colorado River, or climbed Mount Rainier.

Second, REI offers a 100% satisfaction guarantee—no time limit. Whether you bought a sleeping bag five years ago or a pair of hiking boots last month, if it doesn’t meet your expectations, REI will repair, replace, or refund it. This policy is rare in retail and is a cornerstone of their customer support ethos.

Third, REI Kent’s support infrastructure is deeply integrated with its physical store operations. If you call with a question about a tent you purchased, the representative can instantly pull up your purchase history, check inventory at the Kent store, and even schedule a free gear fitting appointment—all in one call.

Fourth, REI prioritizes sustainability in every support interaction. Instead of simply replacing a broken zipper, their repair team will fix it. They offer free gear repair clinics, loaner gear programs for members, and eco-friendly return options. This commitment to reducing waste makes REI’s customer support not just customer-centric—but planet-centric.

Finally, REI Kent serves as a training center for customer service staff across the country. Best practices developed here—like using active listening techniques during gear troubleshooting or offering personalized trail recommendations—are rolled out to other REI locations, ensuring consistent, high-quality support nationwide.

REI (Recreational Equipment Inc.) in Kent: Outdoor Retail Co-op – Official Customer Support Toll-Free and Helpline Numbers

If you need immediate assistance with your REI order, membership, gear repair, or outdoor planning, you can reach REI’s official customer support team through the following toll-free numbers:

Primary Customer Support Toll-Free Number

1-800-426-4840

This is REI’s main customer service line, available Monday through Sunday from 5:00 AM to 9:00 PM Pacific Time. Whether you need help tracking a shipment, returning an item, or finding the right sleeping bag for your next Alaskan trip, this number connects you directly to REI Kent’s regional support center.

Member Services & Loyalty Support

1-800-419-3311

Dedicated to REI Co-op members, this line handles questions about dividends, membership benefits, event registrations, and exclusive member pricing. If you’re unsure whether you’re a member or want to upgrade your membership, this is the number to call.

Gear Repair & Maintenance Support

1-800-531-2627

REI’s in-house repair center at the Kent location is one of the largest in the country. This line connects you with certified repair technicians who can assess damage, provide repair estimates, and guide you on how to send in your gear. Most repairs are completed within 7–10 business days.

Outdoor Adventure & Trip Planning Assistance

1-800-622-7606

Planning a backpacking trip in the Olympics? Looking for guided tours in the Rockies? This specialized line connects you with REI’s outdoor adventure specialists who can recommend trails, gear lists, permits, and local outfitters—all tailored to your skill level and destination.

Technical Support for REI App & Online Platform

1-800-767-3873

Having trouble logging into your REI account, using the REI app, or accessing your digital receipts? This line provides IT and digital support for REI’s e-commerce platform, mobile app, and online booking system.

Important Notes:

• These numbers are toll-free within the United States and Canada.
• Call volumes are highest on weekends and during peak seasons (March–May and August–October). For faster service, call between 8:00 AM and 11:00 AM Pacific Time.
• REI does not charge for customer support calls. Be wary of third-party websites claiming to offer “REI support” for a fee—they are scams.

How to Reach REI (Recreational Equipment Inc.) in Kent: Outdoor Retail Co-op – Official Customer Support Support

REI offers multiple channels to connect with customer support, ensuring you can reach them in the way that best suits your needs. Below is a detailed breakdown of all available methods:

1. Phone Support

As outlined above, REI’s toll-free numbers provide direct access to live agents. Phone support is ideal for complex issues like gear returns, warranty claims, or technical troubleshooting. Representatives can access your account in real time and often resolve issues in a single call.

2. In-Store Support at REI Kent

Located at 13400 SE 272nd St, Kent, WA 98032, the REI Kent store offers walk-in customer service at its dedicated “Member Services Desk” near the main entrance. No appointment is necessary. Staff can assist with:

• Membership sign-ups and upgrades
• Gear returns and exchanges
• Repair drop-off and pickup
• Product demonstrations
• Trail maps and permit assistance

The store is open daily from 8:00 AM to 9:00 PM. On weekends, expect longer wait times during peak hours (11 AM–4 PM).

3. Live Chat on REI.com

Visit www.rei.com and click the blue chat icon in the bottom-right corner of the screen. Live chat is available 24/7 and is staffed by REI Kent-based agents during business hours. Chat support is excellent for quick questions like order status, sizing help, or product availability.

4. Email Support

For non-urgent inquiries, you can email REI at customerservice@rei.com. Typical response time is 24–48 hours. Be sure to include your full name, membership number (if applicable), order number, and a clear description of your issue.

5. Social Media Support

REI actively monitors its official social channels for customer inquiries:

• Twitter/X: @REI
• Instagram: @rei
• Facebook: facebook.com/REI

While not a direct support line, DMs and comments are responded to within 24 hours. For sensitive issues like account security or billing, REI recommends using phone or email instead.

6. Online Help Center & Knowledge Base

REI’s comprehensive Help Center at www.rei.com/help contains over 1,200 articles on topics ranging from “How to pack a backpack” to “What’s covered under the Gear Guarantee.” The search function is robust and includes video tutorials and downloadable PDF guides.

7. In-Person Workshops & Events

REI Kent hosts free monthly workshops on topics like “Basic First Aid for Hikers,” “How to Clean Your Sleeping Bag,” and “Choosing the Right Boots.” These events often include Q&A sessions with customer service reps and gear specialists. Check the events calendar on REI’s website or call ahead to reserve a spot.

Worldwide Helpline Directory

While REI is headquartered in the U.S. and primarily serves North American customers, its customer support services extend globally for members traveling abroad or purchasing international gear. Below is a directory of international support options for REI customers outside the United States:

Canada

REI Canada customers can call the U.S. toll-free number: 1-800-426-4840. Calls from Canada are free. For mail-in returns or repairs, REI provides a pre-paid return label and accepts Canadian currency for refunds.

United Kingdom & Europe

REI does not operate physical stores in Europe, but international customers can access support via:

• Phone: +1-800-426-4840 (U.S. toll-free, international charges may apply)
• Email: international@rei.com
• Shipping: REI ships to over 100 countries. Return shipping is customer-paid, but repairs and warranty claims are honored globally.

Australia & New Zealand

Customers in Australia and New Zealand can reach REI via:

• Phone: +1-800-426-4840
• Email: international@rei.com
• Local Return Option: REI partners with Global Express for returns. Customers can drop off items at participating couriers in Sydney or Auckland for processing in Kent.

Japan & South Korea

For customers in Asia:

• Phone: +1-800-426-4840
• Support Hours: 5:00 AM–9:00 PM Pacific Time (10:00 PM–2:00 AM Japan Standard Time)
• Language Support: English only. For Japanese or Korean speakers, REI recommends using translation apps or contacting local outdoor retailers for assistance.

Latin America

REI ships to Mexico, Brazil, and Argentina. Support options include:

• Phone: 1-800-426-4840
• Email: international@rei.com
• Local Distributors: REI does not have local offices, but select gear is available through authorized partners like Decathlon and Patagonia in major cities.

Important: REI does not offer in-country customer service centers outside the U.S. and Canada. All international inquiries are handled through the Kent, Washington headquarters.

About REI (Recreational Equipment Inc.) in Kent: Outdoor Retail Co-op – Official Customer Support – Key Industries and Achievements

REI’s Kent location is not just a store—it’s a center of innovation and leadership in multiple industries. Below are key sectors where REI Kent has made a significant impact:

Outdoor Retail Innovation

REI Kent pioneered the “experience retail” model in outdoor gear. The store features:

• An indoor 40-foot climbing wall with auto-belay systems
• A kayak and paddleboard demo pool
• A “Gear Library” where members can rent tents, sleeping bags, and stoves for free
• A dedicated “Women’s Adventure Lab” offering gear fittings and training led by female outdoor professionals

This model has been replicated by other retailers worldwide and has raised the bar for customer engagement in retail.

Environmental Leadership

REI is a certified B Corporation and a leader in sustainable retail. In Kent, the store features:

• 100% renewable energy via on-site solar panels
• A closed-loop recycling system for old gear (over 200,000 items recycled annually)
• Zero single-use plastics in the café and retail areas
• A “Take Back” program that accepts used gear from any brand for recycling or resale

In 2023, REI Kent was awarded the “Green Retailer of the Year” by the Outdoor Industry Association.

Customer Service Excellence

REI Kent’s customer support team has consistently ranked among the top in the retail industry:

• 2022: Ranked

  1 in Customer Satisfaction by J.D. Power for Outdoor Retailers

• 2023: Achieved 96% first-call resolution rate (industry average: 78%)
• Over 90% of customers rate their support experience as “excellent” or “very good”

REI’s training program for customer service reps includes 120+ hours of field experience before they handle live calls.

Outdoor Education & Advocacy

REI Kent partners with the National Park Service, Washington Trails Association, and local schools to provide:

• Free outdoor education programs for underprivileged youth
• Volunteer trail maintenance days (over 5,000 volunteer hours logged in 2023)
• Annual “Recreate Responsibly” campaigns promoting Leave No Trace principles

Since 2010, REI has donated over $1 billion to conservation efforts, with Kent serving as the logistical hub for Pacific Northwest initiatives.

Technology & Digital Integration

REI Kent is a testbed for new retail technologies:

• AI-powered inventory tracking that predicts gear demand based on weather and trail conditions
• Augmented reality (AR) mirrors that let you “try on” jackets virtually
• Integrated app-to-store checkout: scan your item in-store, pay via app, and skip the line

These innovations have reduced customer wait times by 40% and increased online-to-in-store conversion by 35%.

Global Service Access

REI’s commitment to accessibility extends beyond its physical locations. Whether you’re a member in rural Alaska, a traveler in Patagonia, or a digital nomad in Bali, REI ensures you can access its customer support and services:

24/7 Digital Access

REI’s website and app are available globally. Members can:

• Track orders in real time
• Initiate returns from anywhere in the world
• Download digital trail guides and maps
• Access repair instructions and video tutorials

Language support is available in English and Spanish via the website’s translation tool.

International Shipping & Returns

REI ships over 1 million packages annually to more than 100 countries. Returns are accepted from any country, though customers are responsible for shipping costs. REI provides:

• Customs declaration forms
• Return shipping labels
• Exchange options for international customers

Remote Gear Repair

REI’s repair center in Kent accepts gear from anywhere in the world. Simply:

1. Visit rei.com/repair
2. Fill out the online repair form
3. Print the pre-paid label (for U.S. and Canada) or ship at your own cost (international)
4. Receive updates via email and a free repair estimate

Most repairs take 7–10 days. Expedited service is available for an additional fee.

Virtual Customer Support

REI offers virtual appointments with outdoor experts via Zoom:

• One-on-one gear selection consultations
• Trail planning sessions with certified guides
• Remote gear fitting for online shoppers

Bookings are available through the REI website under “Virtual Services.”

Mobile Support Units

During peak seasons, REI deploys mobile service vans to remote areas of Washington, Oregon, and Idaho. These vans offer:

• On-site gear repairs
• Membership sign-ups
• Free trail maps and safety kits

Check the REI Kent events calendar for upcoming stops in national parks and trailheads.

FAQs

Q1: What is the official REI Kent customer service number?

A: The official toll-free number for REI Kent customer support is 1-800-426-4840. This number connects you to the main support center located in Kent, Washington.

Q2: Is REI customer service available 24/7?

A: Phone support is available Monday through Sunday from 5:00 AM to 9:00 PM Pacific Time. Live chat and email support are available 24/7, but live agents respond during business hours.

Q3: Can I return gear to REI Kent without a receipt?

A: Yes. REI honors its 100% satisfaction guarantee even without a receipt. You’ll need to provide your membership number or proof of purchase via email or app. If neither is available, the store can often look up your purchase using your credit card or name.

Q4: Does REI Kent offer free repairs?

A: Repairs are free if the item is under warranty or covered under the Gear Guarantee. Otherwise, there is a nominal fee based on the repair complexity. Many repairs (like zipper replacements or seam sealing) cost under $20.

Q5: Can I get help planning a backpacking trip through REI Kent?

A: Absolutely. Call 1-800-622-7606 or visit the store to speak with an outdoor adventure specialist. They can help you plan routes, recommend gear, and even connect you with local guides.

Q6: Is REI Kent’s customer service available in Spanish?

A: Yes. When calling the main number, press “2” to be connected to a Spanish-speaking representative. Live chat and email support are also available in Spanish.

Q7: How long does a gear repair take at REI Kent?

A: Most repairs take 7–10 business days. Expedited service (3–5 days) is available for an additional $15–$30 fee.

Q8: Can I become a REI member if I live outside the U.S.?

A: Yes. Anyone can join REI for a one-time $30 fee, regardless of location. Members receive dividends, exclusive discounts, and access to all customer support services.

Q9: Does REI Kent sell gift cards?

A: Yes. Physical and digital gift cards are available in-store and online. They can be used for purchases, repairs, memberships, and even outdoor classes.

Q10: What should I do if I think I’ve been scammed by a fake REI support number?

A: Immediately contact REI at 1-800-426-4840 or email fraud@rei.com. Report the number and any personal information shared. REI will help you secure your account and report the scam to authorities.

Conclusion

REI (Recreational Equipment Inc.) in Kent is more than a retail location—it’s a beacon of customer-centric innovation in the outdoor industry. From its world-class support team to its unwavering commitment to sustainability and community, REI Kent sets the standard for what customer care should look like in the 21st century. Whether you’re calling the toll-free number 1-800-426-4840, visiting the store in person, or using the app to track a repair, you’re engaging with a company that puts people—and the planet—first.

As outdoor recreation continues to grow in popularity, REI Kent remains at the forefront—not just selling gear, but fostering a culture of responsible adventure, lifelong learning, and shared stewardship. For customers seeking reliable, knowledgeable, and compassionate support, REI Kent’s customer service is not just a service—it’s an experience.

So the next time you’re planning your next hike, packing for a camping trip, or wondering why your tent zipper broke after one season—remember: REI Kent is just a phone call away. And they won’t just fix your gear. They’ll help you get back out there—better prepared, more informed, and deeply connected to the wild places you love.