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If the jacket was TNF, try contacting them.

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REI is one of if not THE premier outdoor store. How many folks come to this forum to learn about survival gear; what to buy, how to use it, where to buy it?

I don't know what rubbed you the wrong way that makes you want to piss in my thread, but I'm asking you kindly to not reply if you have nothing else constructive to say


Speed
 

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Massive leaps of judgement aside, REI has a defense for this, they know your return habits, easily tracked with your "membership" number, by any dolt at the register.  I have no idea if Speed's return is legit or not, nor do I really care.  Going off of the little info I heard, it could have worked like this: Speed tripped a flag somehow, be it cost of item, age of item, frequency of returns, some combination of these and/or other variables.  This is why the employee wanted the manager, easily remedied with management's approval, it gives REI a chance if they do have a problem "returner" to address it, and perhaps discourage less than ideal returns.  Co-op aside they are a business, business is not black and white, it is varying shades of gray.  When a company has a return policy like that, they are going to have "all kinds" of returns, they need a better mechanism than a part-time hourly employee guarding the gates.  



Sooo...manager shows up, is he encouraged to give up the ship? Or just enough to keep the customer happy? I would bet on just enough, as they are a for profit organization.  If however the "member" is real problem returner, for whatever reason, REI can catch that person at the cash drawer and discourage future business with them.  I would guess Speeds return was probably okay, but old so the manager had to be called in, just my guess.



Also, I bet they don't feel the sting that much, they probably write those returns off at tax time and then recoup some of the $ back at next year's "garage sale" or what ever they call it.



Also, I don't think Northface gear is what it once was.  Nor Marmot.  Columbia has bought Mountain Hardwear, and much like the Chrysler Mercedes union of years ago, the cheap on got better, and the high line brand got worse.  Just my $.02.

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Legally they'd have to stick to whatever return policy they offered when you bought the jacket, as that was when the purchase/sale contract was entered into, no?  You can't change the terms after the fact, willy-nilly.

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I'm planning on doing this with a pair of Merrells I purchased from REI this past summer.  My issue is that the inside ripped open and a large piece of plastic is digging into my ankle.  I just ordered a new pair directly from Merrell with a pro-discount so my plan is to return them to Merrell.  I don't care for a replacement or discount, I would rather they just take a look at them for their R&D improvement.  I honestly put a lot of miles on them and they're still in great shape except for that blow-out inside the shoe.  



I've been a member of REI for almost 30 years and use to shop the Seattle "mother ship" when I was a teenager.  It's sad about the abuse of their policy but it sounds like they still take returns if something doesn't fit right as long as it's not worn out.  One of the key reasons I shop at REI (mostly on-line as the Atlanta stores are a couple hours away) is that I can return something if it doesn't fit or work like I thought; doesn't sound like their policy change is unreasonable.



ROCK6

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This REALLY pisses me off! Dude I'm sorry but you are everything that is wrong with retail.  TOTAL asshole move to even think you have the right to return a 4 year old jacket you have been using.  People like you cost retailers and manufacturers tons of money by abusing the system, and then they have no choice but to raise prices on the rest of us to compensate for it.  You should not have gotten a credit not even one dime!! DISGUSTING abuse of the system. You really have some nerve!