REI, Burbank CA

The girl with long, brown curly hair who helped me pick out my snowboard and bindings is super cute, so 5 stars for that! She put my bindings on too and was easy on the eyes to watch and learn from.

This store is Huge, and this store sells Happiness.

We got all our ski and snowboard equipment here this season and it’s fantastic. Thanks to the staff professionals at this store for your recommendations.

The very best in outdoor equipment. I recently went on a ski trip and got my ski boots moulded here (for free!). The staff we very pleasant and knowledgable.
I ordered items online to pick up in store and the whole process is very efficient. Will def come back.

Love this store. Great selection, friendly staff, great quality products.

My only complaint is that I went in to pick up an online order that was ready at noon, and had placed a second order while I was out running errands before I got there because my family was interested in the same thing I was getting, so I wanted to make sure I’d be able to get them. It was supposed to be ready by 4: 15 that same day. When I got there, I asked if I could get the other order since I was already there (the items were out on their shelves) and they said they unfortunately can’t expedite it even though it’s a common request. I’m just thinking that if it’s a common request, maybe you should put something in place so you can accommodate those requests. The parking area is busy enough as is, you don’t want to have to deal with it more than necessary.

A large REI. Good selection of climbing shoes, staff was helpful as we couldn't find the right size and will need to order online.

I think this is one of the few truly larger than Life REI stores that have been to. Obviously we all know that the price that REI likes to place their items is usually higher than what most would be wanting to pay. But I do find myself continuously drawn to this store either for advice, to see what's new in the store, and even sometimes buy something. This is one of those stores that I've actually never really had an unpleasant experience, and I found myself relying on it as one of the top three outdoor recreation stores that I go to. The staff there is extremely kind and very patient and we'll even give you recommendations like how the REI in Manhattan Beach location has a lot of garage sale items (i.e. Much cheaper prices) and it makes me want to come back to the Burbank store because of their consistent level of kind and focused staff, always able to help.

Went in for a ski boot fitting and Chris was so helpful. Let my try on as many pairs as I needed and listened to my thoughts on each pair. Extremely knowledgeable and helpful for someone trying to get into skiing. Thank you for all of your help!

Wow disrespectful and rude retail employees who will laugh in your face.

For a store greater that only makes 15 bucks an hour and likes to laugh at paying customers/Co-Op Members you sure know how to cower away Ms.when confronted about why my personal decision to not want to double mask is funny? The same goes with your male coworker who wanted to join in on the laughs.

What’s even crazier is that I didn’t even make a fuss about the double mask mandate. I choose to willing and peacefully walk away when asked to put another mask on top of my buff face covering.

When said Female greeter asked me to put another mask on on top of my buff face covering that I already had on, I politely declined and decided to shop else where. Been here many times in the last 2wks and this was something new to me.

As I’m walking away (mind you I didn’t say a single word to either employee) the female greeter and a male sales associate want to laugh as I turn away. Now what’s so funny about me not wanting to double up on a mask?

Please I want to know and I hope the Sales Manager Brandon Priesont has an answer for me because I will be contacting corporate about this incident.

Crazy part is this isn’t the first time I’ve heard or seen employees here at this location laughing at or mocking customers behind their backs. I just didn’t think it’d happen to me.

I Will never spend another dollar at this location and will be contacting Raquel Karls directly and letting her know about this incident and others I’ve seen at this location.

Do better next time.

Cool store - very multi-purpose and high-end. Items are very expensive. Staff is quite helpful but can tend to try to upsell you too much on things like memberships etc.

Exceptionally over priced and exceptuanallly rude service to the level of DOJ investigation for race and class discrimination.

I have been repetitively to this REI since it opened. But in last year - this place has changed. They take this COVID thing to an extreme and we should all boycott their sanctimoniousness. I am vaccinated. LBeyond that, sales people have very little knowledge of things. Some are just rude generic workers who could care less about what they are selling or the serious customer - they just want a job. Since COVID, REI has slowly become a generic store. Nothing special, no real expertise, some nice and some non-caring employees, etc.we need another outdoors company to take its place.

DEAR MANAGEMENT please make changes. That's a great store and a great company, but something is wrong. I was peacefully shopping around on September 5th, 2021. I've been asked 7 (seven) times if I need help during my 30-min visit, 2 of them from the same employee. That's too much because it's pushy, and you feel that something is wrong. It's not organic behavior. It felt like employees was trained so hard under the punishment asking everybody if they need help multiple times, like if visitors are 3-year-old babies crawling the floor. One of them even asked me to wear a mask "properly" because it's not completely covers my chin (image attached). Some employees are just keep staring at you after you answered "no, thank you". I have never seen so many employees with double (2) masks. Poor souls. I was in a good mood, but at the end I felt like I'm in a weird hive full of lizards. Thanks for MSR windburner at least. I'll visit you again.

Great store! All your outdoor needs. Employees were very nice and polite, helped answer all questions. REI has always been a great store.

Awesome shopping experience once again. Never fails at REI. Picking up a pump for our paddle board and some more hiking socks.

I found things for my travels to put in my Mercedes Sprinter Van. Joining the club is going to save me 10% on goods, now I just need to find the time.

Came here for a pair of casual boots I could wear in the snow and rain. The staff were very friendly and knowledgable about the products. Wound up saving money since they pointed me to a shoe that was on sale!

One of the places I shop most, been a member for about 5 years as of today. I have never been let down at any REI location.

I LOVE REI, but the customer service at this location is AWFUL. REI Santa Monica told me they had 2 left of my item IN STOCK in Burbank - my item wasnt in the section - The item tag was there but not the items. None of the employees (3 in total) wanted to help try to track down the item for me. One told me to look in another department, another told me they couldnt help because it wasnt their department, and another said they never heard of the item.this store might as well be a warehouse/shipping center if none of the employees want to SERVE the customers. REI Burbank Dont complain about retail dying because this is one good reason why it is.

I have been an REI member for 5 years. I've had good experience with each store I visited except this one. I ordered a $1200 cycling trainer from this location, picked it up and went home only to find out the item was an open-box, the power cord is missing.
If this was an returned item from others, do not show it as available or in stock, at least check the returned item, I did not pay $1200 for an used item.
I will return the item and I would not visit this location again.
Be careful shopping here with in store pick up option, you might want to make sure the items you receive is brand new.

Huge store. Good selection inspite of post-covid shortages and high demand.
Clean and well staffed. People might not be willing to return to hospitality industry jobs in California but thankfully people who work in outdoor adventure sales are ready to get back!