I really love REI, I do. As a matter of fact, I tr...

I really love REI, I do. As a matter of fact, I try to visit this store every time I drive down to Seattle. The 3-story flagship store is filled with amazing selections of outdoor gear and possibly almost everything an adventurer would ever want to own.

The reason for this one-star review is for an unfortunately unpleasant experience from this past weekend. I like to stop by the Pinnacle Climbing wall when I visit - It's a 65 ft high pinnacle with challenging routes. When you get to the top, you are rewarded to the beautiful landscape of downtown Seattle.

I stopped by on Saturday around 4:25. At the counter, there was a "We will be back in 15 minutes!" sign. I noticed a sign up sheet for drop in climbing left on the desk and registered myself for the 5PM time-slot.

Walked around the store and browsed a little while waiting for my allotted drop-in climbing time, then returned around 4:50. Still no sight of any employee at the desk. I stood around the desk awaiting as I imagine that I had to take time to pay, set up. I wanted to make use of my session and get as many climbs in as possible.

As I was waiting, I was greeted by two staff members at REI. They apologized for the wait then explained that the Pinnacle section of the store is run by another group of employees so they couldn't help me with the payment and belay. They noticed that I was visibly upset and tried let the management team know. I didn't get their names but I really appreciate their sincerity and attempt at helping. Their customer service was remarkable!

By 5:05PM, there was still no sign of staff members at the desk. Feeling disappointed and disheartened, I had no choice but to leave. This was my first stop to my Seattle trip, and definitely not the best start.