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REI began to worry it was getting a reputation as a sucker. Customers started giving it nicknames like "Rental Equipment Inc." "Rent Every Item" was another. So

REI began to worry it was getting a reputation as a sucker. Customers started giving it nicknames like "Rental Equipment Inc." "Rent Every Item" was another. Some called it "Return Every Item." Two years ago, REI noticed that the number of people returning really old stuff was increasing. Some customers talked about their returns on social media, which led to even more people bringing in their old junk to get refunds. It was hurting profits. http://www.npr.org/sections/money/2013/09/25/223787129/what-happens-when-a-store-lets-customers-return-whatever-they-want http://www.npr.org/sections/money/2013/09/25/223787129/what-... As for discretion, they don't talk about that in this article, but it's hard to be non-judgemental about returns yet also exercise discretion. In REI's (and also L.L.Bean's) case, non-judgemental seems clearly part of why the policy was so treasured.

ghaff 11y ago
It's just too bad. Maintaining these sort of policies effectively requires that most people follow some sort of social contract. If too many people make it about "me me me," well, you can't have nice things.
massysett 11y ago
They could have fixed this problem with lifetime exchanges. My dad had an ancient Sears Craftsman ratcheting screwdriver. It would turn when you pressed the handle, and bits stored inside the handle. It broke. He took it back. They didn't even make anything exactly like it anymore but he walked out with the closest thing they had, no charge. Guaranteed forever. To this day if I think of quality hand tools I think Sears Craftsman. But they don't give refunds for tools. They replace them. REI could offer lifetime exchanges. Strap break? Seam rip? Bring it in for replacement. They don't offer that. This "solution" is not narrowly tailored to the stated problem of abuse so I doubt this policy change was really a response to abuse.
- rconti 11y ago
  Craftsman tools are total crap these days, but you're right about how it used to be, and this is a good way of doing things.

ghaff 11y ago

It's just too bad. Maintaining these sort of policies effectively requires that most people follow some sort of social contract. If too many people make it about "me me me," well, you can't have nice things.

massysett 11y ago

They could have fixed this problem with lifetime exchanges. My dad had an ancient Sears Craftsman ratcheting screwdriver. It would turn when you pressed the handle, and bits stored inside the handle. It broke. He took it back. They didn't even make anything exactly like it anymore but he walked out with the closest thing they had, no charge. Guaranteed forever. To this day if I think of quality hand tools I think Sears Craftsman. But they don't give refunds for tools. They replace them. REI could offer lifetime exchanges. Strap break? Seam rip? Bring it in for replacement. They don't offer that. This "solution" is not narrowly tailored to the stated problem of abuse so I doubt this policy change was really a response to abuse.

rconti 11y ago
Craftsman tools are total crap these days, but you're right about how it used to be, and this is a good way of doing things.