While this isn't REI, those of you in Portland know the Mountain shop off Broadway(I don't think they sell climbing gear anymore). Last summer in City of Rock I was rappelling only to find myself on the short end of a rope still aways off the ground. Luckily I tied my ends together and managed to swing myself over to a ledge where I then down climbed (scary for me as this was my first big climbing trip).
We figured out the rope was miss marked by ten meters (a Beal rope). So we took it back to the Mountain Shop where two of the employees refused to get the manager on the phone and proceeded to yell about how climbing is a dangerous sport (we know that) and we should have measured the rope next to another. Which at that time we only had one rope of our own, and being used to climbing at Smith Rocks where your climbs are much shorter then City.
I guess how this relates to REI, is you're going to find the stupid and the assholes at alot of places.