<i>REI began to worry it was getting a reputation as a sucker. Customers started giving it nicknames like &quot;Rental Equipment Inc.&quot; &quot;Rent Every Item&quot; was another. Some called it &quot;Return Every Item.&quot;</i><p><i>Two years ago, REI noticed that the number of people returning really old stuff was increasing. Some customers talked about their returns on social media, which led to even more people bringing in their old junk to get refunds. It was hurting profits.</i><p><a href="http:&#x2F;&#x2F;www.npr.org&#x2F;sections&#x2F;money&#x2F;2013&#x2F;09&#x2F;25&#x2F;223787129&#x2F;what-happens-when-a-store-lets-customers-return-whatever-they-want" rel="nofollow">http:&#x2F;&#x2F;www.npr.org&#x2F;sections&#x2F;money&#x2F;2013&#x2F;09&#x2F;25&#x2F;223787129&#x2F;what-...</a><p>As for discretion, they don&#x27;t talk about that in this article, but it&#x27;s hard to be non-judgemental about returns yet also exercise discretion. In REI&#x27;s (and also L.L.Bean&#x27;s) case, non-judgemental seems clearly part of why the policy was so treasured.