Eastern Mountain Sports Reviews
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Shoes at a steal
I can't believe I got these shoes for such a good deal! I looked everywhere and finally found them here for way less. Ordering was a breeze, no problems at all. The service was amazing, the staff were so nice and knew their stuff, which made shopping super fun. And the prices? So good. The delivery was fast too, got my shoes in less than a week and they were even better than I thought. I'm so thrilled with my new shoes and will definitely be coming back for more deals.
Bike inner tube
So I bought a bike inner tube at this store, but honestly, the quality wasn't great. I pumped it up, went for a ride, and when I got back home, bam - flat tire. Turns out, the tube had torn pretty easily. Went back to the store to try and get a refund or store credit, but they said no since I had already used it. Customer service was actually pretty decent, though.
Backpack purchase and return process
So, I bought a backpack online for $160, but ended up needing to return it the next day for a different one. Let me tell you, the return process was a total headache. First off, I had to fork out even more money for shipping the backpack back, and then it got delayed. When I reached out to customer service about the return, they told me I'd have to pay for shipping all over again. Plus, if they didn't get it back in a few days, I'd only get store credit. When I tried to return it in person, I only got store credit - no refund on the tax I shelled out. Total bummer.
Jacket
I got a jacket from this store and it was the worst. I never got my order and I'm still waiting on a refund! The customer service was so bad and not helpful at all. I won't be coming back to shop here.
Hiking boots and backpack
I just bought some new hiking boots and a backpack at this store, and I gotta say, I was really disappointed. The prices were way too high, and they didn't have much to choose from. Plus, their return policy is crazy - only giving store credit is just a way to make more money and not care about keeping customers happy. It's obvious that they don't care about making customers happy and just want to make as much money as possible. I won't be going back there for sure, and I'll be telling everyone I know to avoid that place because of how they do business.
Shoes purchased
I bought some shoes at your store while I was travelling recently, but they were uncomfortable. I tried to return them within a day, but the return policy was disappointing. Instead of getting my money back, I was only given a gift card. It's not very handy for me though, because there aren't any of your stores nearby. It's also frustrating that I can't use the gift card at places like Bob's Stores, even though they sell the same stuff. I'm not happy with how this return situation was handled and it's been difficult to use the gift card online.
Recent online purchase
Even though I've been a customer for a while and have bought stuff from them before, I gotta admit that my recent online experience wasn't great. It seems like their customer service has gone downhill ever since they moved to the east coast. One big problem I ran into was the fact that there are no customer reviews on their website for the things they sell. As a shopper, I rely a lot on reviews to help me decide what to buy. The fact that they got rid of this feature makes me wonder what they're hiding. It's frustrating not to have access to that important info.
Tennis shoes purchase
I ordered the new New Balance tennis shoes from this company, but they sent me an old version instead. When I talked to customer service about it, they made me pay for return shipping and didn't give me back the original shipping cost. Their bait and switch tactics are not cool, and I won't be shopping with them again. Just a heads up if you're thinking about ordering from them, they might try to trick you too.
Disheartened by EMS's partnership with freeshipping.com
As someone who's been a loyal customer of EMS for a long time, I was really disappointed to find out about their connection with freeshipping.com. EMS has always been known for their top-notch products and great customer service, so it was tough to see them team up with a shady company. This partnership has definitely hurt the reputation of a store that used to be so reliable, and it's sad to say this will be my final purchase from them. It's super important for companies to focus on honesty and doing the right thing, and EMS teaming up with freeshipping.com doesn't look good in that regard. As a customer who values openness and realness, I can't support a business that's involved in sketchy practices like this.
Online order mix-up
I bought some outdoor gear online at a store, but they sent me the wrong stuff that was meant for someone else. I called customer service, and they said they couldn't ship my order until I sent back the wrong items. Even though it was their mistake, they wanted me to return the items to UPS store myself, which was a hassle. I tried to reach out to them by phone and email, but I still haven't heard back about getting a prepaid shipping label.
Long backpack received instead of Regular
The customer service at this store is seriously terrible. I ordered what I thought was a Regular backpack, but got a Long one by mistake. Dealing with this mix-up has been a total nightmare. There's no customer service number, no chat option, and no clear way to return items on their website. It's been so annoying and disappointing to deal with this lack of communication and support.
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