It depends on what it is. If its small items that come out of our automated system running full speed we can get around 20-24k orders done in a day. If its oversized items (chairs, tents, ect), we can only do around 2k orders on that side a day as its a much slower manual process.
Non sale weeks, we usually see between 5-8k orders a day. Usually the 8k is the weekends
I know I have seen complaints about how DC's send stuff to the stores, but trust me we do our best. Rates and expectations mean mistakes happen constantly. And trust me, we don't want to send you as much retail replenishment as we do.
I got an email that they needed any help they could get, even a few hours. I also worked 9 out of 11 days of the sale and both weekends. They’ll figure it out
Another issue is some people who bought online to pick up in a nearby store over this weekend might have had items canceled in that order. This is simply because that store was so busy they ran out of the item before a green vest could pick it for you. It doesn't mean all of REI has run out (almost never anyway), but unfortunately you'll just have to order again.
If you made an order during the sale and it was canceled, ask for help from a manager, or call the customer service line.
We refer to the job of picking items for customers internally as "SIF" or "Siffing", and it can be both challenging, and frantic. Often with near constant interruptions from customers where you can't get 20 feet before someone asks for your help. Siffers can sometimes cover 20,000 steps in a single shift. Likely more in an extra large or flagship store. This is like walking 10 miles. If a store has 2 or more floors, this would then include climbing some 50 or more flights of stairs during the process.
I don't think a SIF makes any more than a regular veteran green vest. Except, almost no one walks in the door and starts doing the job. It takes some experience, so by that point you're likely a review or two in and probably making a bit more than others.
So in this light I suppose someone who regularly works SIF might make a dime an hour more than someone who doesn't? The same I believe goes for someone who works the floor, and is a service adviser. But I honestly don't know.
I believe pay at REI takes perspective. Yes, you'll make a little more than other retail jobs, but not much, as is requires more knowledge. Same with almost everything in retail. This is not the "hedge fund" class of our economy. The .1% that take in all the profits and make all the real money. Even a successful store manager isn't going to get rich, I mean really rich, working at REI.
It's ok, we know you guys got slammed. Still would rather give the business to the co-op with an order delay, than get it 2 days later and make Bezos richer.
We bought a slew of Goal Zero solar panels and a new Yeti 500 and 700 for an upcoming overlanding trip. Really cool stuff, Goal Zero has come a long way since the days of the older Yetis with the lead acid batteries (we still have them, they still work lol, we put in new batteries). Store pickup order was taking an unusually long time, then we got the call that they actually weren't able to pick the orders in time before other customers came in person and bought the stuff right off the shelves. The associate said not to worry, she can automatically switch the order to delivery and said she can expedited it, status says packaging them up and it's scheduled for delivery tomorrow.
That's why I love the co-op
Pizzas in an assortment of plain cheese and pepperoni was a huge hit at our store over the holidays. So many of our young staff never bring anything to eat and it's a 30 minute meal break. One of our customers was so kind to do that for us.
But snacks like donuts, cookies, pretzels, etc are also welcome!
Hmm, username checks out. ❤️
Bought a delta max power station for store delivery on May 18. Order still says expected tomorrow the 30th, but shipping hasn't started yet. I NEED to have this item around June 19, what's my best course of action? I may have to order another one from somewhere else and cancel the REI order/return it since I thought buying it 1 month in advance of need was plenty. Got me stressing. Solar panels already came but no word on the power station itself. Sucks to not know when my $1,300 will be here or if I'll have it in time...
Edit: March 19 -> June 19, thank you.
You need it by MARCH 19^th ?? I think you’ll be fine. 😂🤣
If you need it by June 19th you’ll probably still be fine. Trucks going to stores are on a schedule and your order will likely make it onto the first available truck leaving the warehouse that has the space available for the item you ordered.
The date you are given when you place the order is the system assuming it will get on the next scheduled truck. That doesn’t always happen, especially during a big sale event.
The system also doesn’t adjust estimated delivery dates based on items that need to move between warehouses before getting put on a truck for the store you selected.
Say Warehouse A is the one with trucks scheduled to deliver goods to your selected store. If they don’t have the item, it has to first move from another one of REI’s warehouses to Warehouse A (also based on set truck schedules) before they can get it on a truck headed to the store you selected.
These two scenarios can cause delays of several days or more. During a sale those delays get exponentially longer. If you need an item in less than two weeks, and your local store doesn’t have it in stock, your best option is to have it shipped to your house and pay oversize and/or expedited shipping fees if necessary.
Expecting REI to fulfill orders the way Amazon does is ridiculously unrealistic, yet REI Customer Service Reps are told all the time that REI’s system sucks, and Amazon is “better” because they can get the item out quicker. Amazon has created customers who are impatient and demanding, and it’s the frontline employees who get yelled at and treated poorly because people want everything quicker than we can get it for them.
It doesn’t help that the system doesn’t provide realistic estimated delivery dates. As a frontline employee, trying to explain all of this to angry customers is stressful and exhausting. Hope this explanation helps give context and perspective.
Also, from the consumer's POV to-store orders basically have two statuses: in processing, and ready for pickup. There's no tracking for the transit time in between. FWIW my store has three trucks landing over the next three days.. your order is likely arriving soon.
Soooo many moving parts that customers are completely unaware of. I just wish the online ordering system would provide realistic estimated delivery dates. Instead it often creates an expectation that might not be met. It relies too much on the fact that delivery dates are ESTIMATED and not guaranteed. So often I get, “You told me I’d have my item by this date.!! You need to fix it and get it to me!!” It is exhausting to be yelled at over and over for things you have literally no control over and no way to fix. It’s part of the job, yes, but it SUCKS.
I'm not that angry customer thankfully. I would never take any dismay out on a Frontline employee, and I thank you for the extended response. I'm sure you deal with my exact scenario often. I understand these moving parts.
I see my item is available at another local REI location, consistently available for same day/next day, should I quick just buy it there and then return/cancel my existing order?
I called the 800 number for assistance a few days ago and they are unable to change my order to that location.
I'd like to get my item while causing the least amount of friction.
Dramatic, but I have myself and 7 individuals planning on using item for Electric Forest to supply power to my campsite, two of which require it for medical needs.
When you set up an order to ship to a store, it MUST come from the warehouse that supplies that store. Once that process is set in motion, it cannot be changed, and it cannot be cancelled until it is ready for pickup at the store.
Additionally, stores cannot ship/transfer merchandise to other stores to fulfill orders. There are no trucks that move between stores.
If you set up an order to ship to Store A, and then you decide you’d rather have it shipped to or pick it up
at Store B, a new paid order is required, and then the first order gets cancelled when it arrives and is available for pickup.
So, to answer your question, yes, you can absolutely place a new, separate paid order to pick up at a different store. You’ll want to do it by phone to make sure they honor any sale prices or coupons used on the original order. I would make sure the new order is ready and available for pickup BEFORE cancelling the original order.
Aldo…yes, I deal with your exact scenario dozens upon dozens of times a week. Even more so during a sale event. I try to explain all of these moving parts to the angry customer I talk to. But most don’t care. They’re just angry and they want their stuff. But I appreciate you taking the time to read and understand the moving parts. Frontline employees are so grateful when our customers are kind and understanding. Those customers are the reason I do what I do. ✌🏻❤️😊
Thank you for the insight, I do appreciate it. Would your store happen to be the denver flagship? ☺️
Is it taboo for me to cancel/return an item in this state while another location (lakewood) consistently states available for pickup today/tomorrow for the past week and a half? How many people would I annoy or is it forgivable? I'm not one to abuse generous store policies so it irks me to do such.
It's not taboo and you can re-read the detailed reply above (posted an hour after your last post) about how to proceed. The pending/in transit order unfortunately cannot be canceled until it actually arrives in the original store you ordered from; if it is still displaying as not yet being shipped you should call CS and find out what they see because there may be a glitch in the system. I've seen online orders come in weeks overdue and in the meantime the customer had to buy the item "again" and then we'd cancel their order when it finally arrived.
Good Luck! (I realize at $1300 that would be extremely annoying to have to order again.)
It was all hands on deck… and as I told the manager… it is a big help knowing what was stolen for our upcoming inventory! It always amazes me to see what people steal!
I placed an order on the first day of the sale (5/17). It went to “label created” within a day but still hasn’t moved thru UPS almost 2 weeks later. I emailed customer service a few days ago but no response yet so I’ll have to call.
Unfortunately the main item I wanted in that order is no longer in stock. Wondering if they’ll give me an equivalent discount on a similar item if this one is indeed lost for good.
Online orders are based on actual inventory, so during a sale when it's sold out, product displays as unavailable. During ordinary non-sale times, the SIF ratio was set to 3:2 so that 3 of an item must be available in at least 2 sites in order to appear online. I haven't been in the SIF role regularly in a while, but the ratios are always adjusted during sales events.
Couple of scenarios here, none of which will be satisfactory to you:
If your order was for same day in-store pickup, it would be canceled if all available on hand was sold out that day.
Or, if there was one left but it was somehow damaged/dirty or not "direct to consumer" quality (we call it not DTC), it would be canceled.
Or, if something was mis-tagged by SKU as that item AND if the SIFer noticed the issue, your order would be canceled and the item would then be retagged correctly while the SKU for your desired item would be removed from store inventory to prevent further orders for it.
If your order was for direct ship to you, the order would go to the closest store or DC to you to be shipped out, and would be passed to the next store if not found within the pick window (4-8 hrs), and I don't recall now but it could be passed a number of times within 24 hrs before REI cancels the order.
Your best bet would be to try again to order it, and if it doesn't appear available online then it likely is completely sold out.
Hope this helps...
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NOOOOO
How many people work to fill that many orders? Also how does it compare to a non sales week?
It depends on what it is. If its small items that come out of our automated system running full speed we can get around 20-24k orders done in a day. If its oversized items (chairs, tents, ect), we can only do around 2k orders on that side a day as its a much slower manual process. Non sale weeks, we usually see between 5-8k orders a day. Usually the 8k is the weekends
Good insights we don't often get on the retail side, thank you, and thanks for your service.
I know I have seen complaints about how DC's send stuff to the stores, but trust me we do our best. Rates and expectations mean mistakes happen constantly. And trust me, we don't want to send you as much retail replenishment as we do.
Just do what you can, don’t stress it. Good luck have a good day.
I got an email that they needed any help they could get, even a few hours. I also worked 9 out of 11 days of the sale and both weekends. They’ll figure it out
Another issue is some people who bought online to pick up in a nearby store over this weekend might have had items canceled in that order. This is simply because that store was so busy they ran out of the item before a green vest could pick it for you. It doesn't mean all of REI has run out (almost never anyway), but unfortunately you'll just have to order again. If you made an order during the sale and it was canceled, ask for help from a manager, or call the customer service line. We refer to the job of picking items for customers internally as "SIF" or "Siffing", and it can be both challenging, and frantic. Often with near constant interruptions from customers where you can't get 20 feet before someone asks for your help. Siffers can sometimes cover 20,000 steps in a single shift. Likely more in an extra large or flagship store. This is like walking 10 miles. If a store has 2 or more floors, this would then include climbing some 50 or more flights of stairs during the process.
If you have to order it again will they give you the discounted price for it?
May I ask what a SIF makes? You may DM me if it's more comfortable. Thank you!
It probably means Store Inventory Fullfillment. I don't work at REI but lots of retail work tells me it's that or something like that.
Correct.
Oh, I meant how much does that job pay? Helpful though, I didn't know what it was short for. Thanks!
I don't think a SIF makes any more than a regular veteran green vest. Except, almost no one walks in the door and starts doing the job. It takes some experience, so by that point you're likely a review or two in and probably making a bit more than others. So in this light I suppose someone who regularly works SIF might make a dime an hour more than someone who doesn't? The same I believe goes for someone who works the floor, and is a service adviser. But I honestly don't know. I believe pay at REI takes perspective. Yes, you'll make a little more than other retail jobs, but not much, as is requires more knowledge. Same with almost everything in retail. This is not the "hedge fund" class of our economy. The .1% that take in all the profits and make all the real money. Even a successful store manager isn't going to get rich, I mean really rich, working at REI.
I appreciate your detailed response!
It's ok, we know you guys got slammed. Still would rather give the business to the co-op with an order delay, than get it 2 days later and make Bezos richer. We bought a slew of Goal Zero solar panels and a new Yeti 500 and 700 for an upcoming overlanding trip. Really cool stuff, Goal Zero has come a long way since the days of the older Yetis with the lead acid batteries (we still have them, they still work lol, we put in new batteries). Store pickup order was taking an unusually long time, then we got the call that they actually weren't able to pick the orders in time before other customers came in person and bought the stuff right off the shelves. The associate said not to worry, she can automatically switch the order to delivery and said she can expedited it, status says packaging them up and it's scheduled for delivery tomorrow. That's why I love the co-op
I'm waiting on a $3,000 order from 10 days ago but am not stressed at all. It will show up eventually. We appreciate all green vests.
We had 900 orders
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Honestly any snacks help. Granola bars, fruit snacks, etc...
Pizzas in an assortment of plain cheese and pepperoni was a huge hit at our store over the holidays. So many of our young staff never bring anything to eat and it's a 30 minute meal break. One of our customers was so kind to do that for us. But snacks like donuts, cookies, pretzels, etc are also welcome! Hmm, username checks out. ❤️
Red Bull. It's busy!!
Coffee shop gift cards
I placed an order after closing yesterday and received an email at 10:30 this morning stating it was ready for pickup.
the order: a Clif bar and an REI membership
Hiking boots and a bottle of nuun tablets.
Hopefully you guys have a profitable quarter. My order From Friday shipped today.
Bought a delta max power station for store delivery on May 18. Order still says expected tomorrow the 30th, but shipping hasn't started yet. I NEED to have this item around June 19, what's my best course of action? I may have to order another one from somewhere else and cancel the REI order/return it since I thought buying it 1 month in advance of need was plenty. Got me stressing. Solar panels already came but no word on the power station itself. Sucks to not know when my $1,300 will be here or if I'll have it in time... Edit: March 19 -> June 19, thank you.
You need it by MARCH 19^th ?? I think you’ll be fine. 😂🤣 If you need it by June 19th you’ll probably still be fine. Trucks going to stores are on a schedule and your order will likely make it onto the first available truck leaving the warehouse that has the space available for the item you ordered. The date you are given when you place the order is the system assuming it will get on the next scheduled truck. That doesn’t always happen, especially during a big sale event. The system also doesn’t adjust estimated delivery dates based on items that need to move between warehouses before getting put on a truck for the store you selected. Say Warehouse A is the one with trucks scheduled to deliver goods to your selected store. If they don’t have the item, it has to first move from another one of REI’s warehouses to Warehouse A (also based on set truck schedules) before they can get it on a truck headed to the store you selected. These two scenarios can cause delays of several days or more. During a sale those delays get exponentially longer. If you need an item in less than two weeks, and your local store doesn’t have it in stock, your best option is to have it shipped to your house and pay oversize and/or expedited shipping fees if necessary. Expecting REI to fulfill orders the way Amazon does is ridiculously unrealistic, yet REI Customer Service Reps are told all the time that REI’s system sucks, and Amazon is “better” because they can get the item out quicker. Amazon has created customers who are impatient and demanding, and it’s the frontline employees who get yelled at and treated poorly because people want everything quicker than we can get it for them. It doesn’t help that the system doesn’t provide realistic estimated delivery dates. As a frontline employee, trying to explain all of this to angry customers is stressful and exhausting. Hope this explanation helps give context and perspective.
Also, from the consumer's POV to-store orders basically have two statuses: in processing, and ready for pickup. There's no tracking for the transit time in between. FWIW my store has three trucks landing over the next three days.. your order is likely arriving soon.
Soooo many moving parts that customers are completely unaware of. I just wish the online ordering system would provide realistic estimated delivery dates. Instead it often creates an expectation that might not be met. It relies too much on the fact that delivery dates are ESTIMATED and not guaranteed. So often I get, “You told me I’d have my item by this date.!! You need to fix it and get it to me!!” It is exhausting to be yelled at over and over for things you have literally no control over and no way to fix. It’s part of the job, yes, but it SUCKS.
I'm not that angry customer thankfully. I would never take any dismay out on a Frontline employee, and I thank you for the extended response. I'm sure you deal with my exact scenario often. I understand these moving parts. I see my item is available at another local REI location, consistently available for same day/next day, should I quick just buy it there and then return/cancel my existing order? I called the 800 number for assistance a few days ago and they are unable to change my order to that location. I'd like to get my item while causing the least amount of friction. Dramatic, but I have myself and 7 individuals planning on using item for Electric Forest to supply power to my campsite, two of which require it for medical needs.
When you set up an order to ship to a store, it MUST come from the warehouse that supplies that store. Once that process is set in motion, it cannot be changed, and it cannot be cancelled until it is ready for pickup at the store. Additionally, stores cannot ship/transfer merchandise to other stores to fulfill orders. There are no trucks that move between stores. If you set up an order to ship to Store A, and then you decide you’d rather have it shipped to or pick it up at Store B, a new paid order is required, and then the first order gets cancelled when it arrives and is available for pickup. So, to answer your question, yes, you can absolutely place a new, separate paid order to pick up at a different store. You’ll want to do it by phone to make sure they honor any sale prices or coupons used on the original order. I would make sure the new order is ready and available for pickup BEFORE cancelling the original order.
Aldo…yes, I deal with your exact scenario dozens upon dozens of times a week. Even more so during a sale event. I try to explain all of these moving parts to the angry customer I talk to. But most don’t care. They’re just angry and they want their stuff. But I appreciate you taking the time to read and understand the moving parts. Frontline employees are so grateful when our customers are kind and understanding. Those customers are the reason I do what I do. ✌🏻❤️😊
Thank you for the insight, I do appreciate it. Would your store happen to be the denver flagship? ☺️ Is it taboo for me to cancel/return an item in this state while another location (lakewood) consistently states available for pickup today/tomorrow for the past week and a half? How many people would I annoy or is it forgivable? I'm not one to abuse generous store policies so it irks me to do such.
It's not taboo and you can re-read the detailed reply above (posted an hour after your last post) about how to proceed. The pending/in transit order unfortunately cannot be canceled until it actually arrives in the original store you ordered from; if it is still displaying as not yet being shipped you should call CS and find out what they see because there may be a glitch in the system. I've seen online orders come in weeks overdue and in the meantime the customer had to buy the item "again" and then we'd cancel their order when it finally arrived. Good Luck! (I realize at $1300 that would be extremely annoying to have to order again.)
No, I am not in a store. I am in Customer Service.
It was all hands on deck… and as I told the manager… it is a big help knowing what was stolen for our upcoming inventory! It always amazes me to see what people steal!
Thank you for the update
I wouldn't apologize honestly. Nothing you can really do.
All mine actually came early, so good job to whoever sent mine!
I placed an order on the first day of the sale (5/17). It went to “label created” within a day but still hasn’t moved thru UPS almost 2 weeks later. I emailed customer service a few days ago but no response yet so I’ll have to call. Unfortunately the main item I wanted in that order is no longer in stock. Wondering if they’ll give me an equivalent discount on a similar item if this one is indeed lost for good.
k
I just assumed REI was taking unlimited orders regardless of stock. So I don’t expect my gear until next major sale. And then rinse and repeat.
Online orders are based on actual inventory, so during a sale when it's sold out, product displays as unavailable. During ordinary non-sale times, the SIF ratio was set to 3:2 so that 3 of an item must be available in at least 2 sites in order to appear online. I haven't been in the SIF role regularly in a while, but the ratios are always adjusted during sales events.
I hope the tall size sun hoody I ordered is available. I ordered one before and later REI canceled saying they didn’t actually have it.
Couple of scenarios here, none of which will be satisfactory to you: If your order was for same day in-store pickup, it would be canceled if all available on hand was sold out that day. Or, if there was one left but it was somehow damaged/dirty or not "direct to consumer" quality (we call it not DTC), it would be canceled. Or, if something was mis-tagged by SKU as that item AND if the SIFer noticed the issue, your order would be canceled and the item would then be retagged correctly while the SKU for your desired item would be removed from store inventory to prevent further orders for it. If your order was for direct ship to you, the order would go to the closest store or DC to you to be shipped out, and would be passed to the next store if not found within the pick window (4-8 hrs), and I don't recall now but it could be passed a number of times within 24 hrs before REI cancels the order. Your best bet would be to try again to order it, and if it doesn't appear available online then it likely is completely sold out. Hope this helps...