Hello everyone,

I love REI, but have been having issues with the bike shop at my location. I bought a used bike from them in 2021 and decided to have them do a bike tune in April 2023 (not sure why I did this, I remember the brakes squeaking was one issue, but there may have been more). Surprisingly, I ended up paying over $300 for the tune and parts (the bike was just $550 when I bought it). But I trusted them and thought that since major components were replaced, it would now last for years without major issues.

That's what I thought... The issues began after the bike tune, especially with the front gear shift. I brought the bike in four times after the main service - thankfully, they didn't charge me for labor or parts that they replaced in those four services. Last time I brought it in I told them that I was going on vacation for three weeks and to please take time to figure out the issue with the front gear shift. Today, when I picked it up, they told me that they test-rode the bike for about 20 minutes and that the issues were finally resolved.

But they weren't. The issues are still the same, the main one being that the chain keeps going between the outer chain ring and the plastic and is really hard to get out. I was fed up with this at this point, so I went to another, independent bike shop. The mechanic rolled his eyes when he pointed out the incorrectly installed front derailleur and told me that the components installed didn't fit each other based on the chain, the number of teeth of the chainrings, the number of gears, etc. In other words, it seems like REI messed up the gear shift and that a lot of components need to be replaced. I would like to have that bike shop do that and hope to finally get this issue fixed. I depend on my bike for my daily commute to work, so having a reliably functioning bike is important to me.

What I want to ask you guys is if the 1 year policy as a member applies to bike parts purchased and installed through the REI bike shop or if anyone has experience with bike parts returns. I would like to return those parts that the independent bike shop deems incorrect/not fitting the bike/not fitting other parts. I have asked the independent bike shop to write down all issues and incorrect installations so that I have an evaluation from a professional mechanic and "proof". At this point there are so many flaws apparent in their work that I don't quite know how to communicate with them about this. They were incredibly nice to me the entire time, but every time I picked up they told me they fixed the issue when they didn't - almost feels like gaslighting. I really don't want to pay another 100-200$ if REI is at fault.

TLDR: Seems like REI messed up my gear shift and ordered and installed components that are not compatible with each other. Does the REI one year return policy apply to bike parts if I choose to return them?

​