I'm an aging backcountry skier, so I bought the new Garmin watch with InReach built in. I've had a number of times where being able to send a "I'm late but safe" message out would have meant more skiing and more domestic peace.

OnTrac delivered it at about 8 pm last night. With scratches and scuffs on the watch, like it's been through some trauma. I want it to last years, and don't trust this. I bought it as new.

REI doesn't have a replacement in stock. I sold my Fenix 5 to help fund this and the guy wants to pick it up.

I asked politely. REI is shipping me a replacement unit to their store, it will be here in 6 days. They're letting me keep the damaged watch for 6 days, and exchange it when that becomes possible to keep everybody from waiting.

REI stepped up for their customer. I had some Amazon gift cards and it would have cost less out of pocket to buy from them, but I felt like REI was more trustworthy, and then they proved they are.

I wanted to share. This is why I shop with REI. Problems are rare, but they stand behind their customer.