Eastern Mountain Sports – Cashback, Rebates & Rewards

The absolute worst customer service and business. I ordered a jacket and I haven't received my order AND I'm still waiting for my refund.

I ordered a Long backpack and they sent me a Regular length. They have no customer service phone number, no chat, and no way of initiating a return on their website.

I have a few EMS clothing and footwear purchase 20 years ago when they were still in Grand Rapids MI. Since they moved to the east coast, I haven't purchased much online. Unfortunately, EMS has really gotten terrible with customer service over the years. I don't think they understand that they are competing with companies like REI and LLBean. First, they have eliminated customer reviews in their website of items they sell. Customer like myself always check customer reviews to help us decide on the product. Without them it leaves doubt and make us wonder why they are not available. What is EMS hiding? The other is return policies. You have 28 days to return. Granted that maybe sufficient time to try an item, but just check REI and LLBean. REI is literally one year and LLBean is more generous. Plus they do not cover return shipping. I have looked at a few items on their website that I considered purchasing but hesitated because of these reasons. And talking to an agent to give them feedback is like talking to a wall. No assurance if feedback will get anywhere. They are losing me as a customer for these reasons.

After ordering online, received package via UPS containing items for a different customer. Contacted EMS to find out when my order would arrive and was told my order (which I'd paid for with credit card) would not be shipped until the wrong items were received at the EMS Warehouse. So, despite their shipping department's incompetence, EMS is demanding I drive 25 minutes to the UPS store to drop off their package, but won't even accept the UPS receipt as proof that I returned the package. In addition to calling EMS twice, I also sent them an email, asking for a prepaid shipping label, so I won't have to pay to return the other customer's order to EMS. 24 hours later, still haven't heard from them. I contacted the customer whose order I'd received, and she confirmed that she received my order and was told also she would not receive her order until EMS had proof that my order had arrived at the EMS Warehouse. EMS was once a terrific store with great customer service & products; however, since they've been acquired by Sports Direct, customer service is non-existent and they don't seem to care that it is their contractual obligation to provide the goods a customer has already paid for when ordering online.

I got shoes from a major brand at a better price than anywhere else I could find. About a week later, they showed up at my door, looking great! I'm happy.