[96conv]

They've got the best satisfaction guarantee around. Yes, a lot of companies say they have the same policy but most fall short. Not REI, not in my experience anyway.

Two years ago I bought a Novara Trionfo Race 56 cm, their second to top of the line road bike. It felt a little big for me but the mechanic adjusted the bike a few ways to make it fit better. After a couple of hundred miles on the bike, I went back to the same store to complain about the fit. I described the soreness I was feeling on my neck and shoulders and the same mechanic/fitter thought it might be because I was new to cycling and just wasn't used to the aggressive geometry of the bike. He recommended a shorter stem with a higher rise, plus scooting my seat forward slightly. I've put 1100 miles on the bike since then.

Last night, I decided to bring the bike in to another REI and told them that I felt my bike is still too tall and long for me and I am no longer a road bike newbie. That bike fitter/mechanic had me straddle the bike then sit on it while he checked the fit. He agreed right away that it was indeed too big and offered to take back the bike for a full refund! Then he said he will sell me a 2007 Trionfo Race 52 cm (one of Bicycling Mag's best value bike for 2007) that is the proper fit at a discounted price. This new bike cost $200 less than the 2004 model but had better components. I jumped on the deal. I really liked my old Trionfo because it was stable and fast but it just stretched me out too far.

Anyway, if I had purchased the bike from another store, I would not have been able to return it 2 yrs and 1100 miles later for any refund. Yes, another store probably would not have sold me a bike that's too big in the first place but I look at it like REI paid me $200 for riding their bike for 2 yrs. REI is tops in my book..