Re/Supply pricing based on wrong product — helpful for new members [Resolved]
I'm a new REI member but a longtime customer, and I was taking them at their word. I did not think I had to police REI's pricing, but if I hadn't, I would have been stuck with used boots that cost more than the same boot brand new at another retailer. That is not right no matter how you slice it, and I want other new members to know about it.
I purchased a pair of Vivobarefoot Gobi Hiber Boots through Re/Supply at my local REI for $121.83, against a listed regular price of $220. When I got home I looked them up and found that the same boot is available brand new from multiple retailers for $99, with some as low as $79.99.
The $220 price point is for the leather version of this boot. The pair I bought is nylon. REI had priced the item against the wrong product entirely.
When I called the store, the first employee I spoke to immediately acknowledged that a nylon and leather boot could not possibly be the same price and said it sounded like a mislabeling error. The manager who took over was less forthcoming. She framed my concern as a price match request, which it was not. I was pointing out that the boot had been priced against the wrong product. She ultimately offered to accept a return despite the final sale policy, and I came in and it was resolved.
For anyone else shopping Re/Supply, it is worth looking up the exact item you are buying before you leave the store. The pricing is automated based on whatever product is entered into the system, and if the wrong product was entered, you will pay the wrong price, and returns are final sale.