REI banning some members from making returns, exchanges [Video]

DENVER — Lindsay Powell has no idea what she did wrong.

But in a simple email, she lost a privilege that’s the reason she bought a $30 membership to REI 12 years ago – the ability to return and exchange items.

“My biggest complaint is I feel like myself and other members, we’re getting punished for something that we don’t even know what the rule was to begin with,” Powell said.

On Oct. 30, Powell got an email from REI’s Policy and Standards team.

“When we reviewed your account, we found that the number and frequency of returns you have made far exceeds what we typically see from members,” the email reads. “While we stand behind the gear we sell and recognize that we …