"ordered many items for my daughter Xmas...they canceled the order because the order was not shipping home but to my sons in CA....never notified me by email or phone, when I checked up nothing in stock....nothing but a bunch of Incompetent Grinch Aholes...i'll never shop there again."
"I bought a two pairs of pants from EMS (order 66001217087) - same style different colors ($90 each) on January 29 ,2023, they were delivered February 1, 2023. The pants have an elastic waist and draw string. The very first time I wore the grey colored pair (roughly 2/15) I pulled the draw string and it ripped out of one side of the pant. Clearly this is a manufacturer defect. I contacted EMS on 2/24 to report the issue. EMS has a warranty for manufacturing defects and materials, but refused to take the pants back as they claim this is normal wear and tear. It’s outrageous, the pants were $90 and tne draw string broke the very first time I wore them. I contacted EMS on 2/24 to report the issue. EMS refused to take them back, again stating it was normal wear and tear!"
"Bought gloves at EMS Conway, the glove said it was the warmest they had to offer. I used them the next day in about 35 degree weather, both hands were immediately cold. Went to return them immediately, but EMS said would not take them back as they were "used", spoke to corporate and they also said they would not take them back either.
EMS used to be a great company, but now they are a company who refuses to stand behind their product (there is no notice of their return policy posted anywhere), so a customer is out of luck. EMS is out of luck as this long time customer will never buy any of their items again. "
"I was a fool for paying $13. for shipping when ordering, then to return the item that was NOT as advertised, it costs $26. to return the item!!!!! I would NOT buy from this company again! And you cannot get a hold of them either. "
"DANGER this company is doing Bait and Switch and getting away with it.
I ordered New Balance 1080v11 tennis shoes. This is the new version and was the one advertised by EMS on the order page. They sent 1080v10, big difference! They made me pay for return shipping for their mistake and they did not refund the original shipping. They baited with Version 10 and switched it to Version 11. Their customer service was abhorrent and I will never do biz with them again and hope their biz fails miserably. What they did is against the law and they found a way to get away with it."
"About to place an order, but decided to check reseller ratings. Thanks to all previous posting I decided it's a HARD pass and NOT spending money on Eastern Mountain Sports. I took the businesses to more reputable vendor. Thank you Reseller Ratings."
"I was traveling and purchased a pair of shoes with cash. Later that even I walked around the hotel room and decided they weren't comfortable. So less than 24 hours later I returned them on my way out of town. They wouldn't refund my cash. Only a gift card. I don't have an EMS anywhere near me. I have Bob's Stores, but even though Bob's carries EMS merchandise I was told I can't use it there. Why the **** not it's the same day chain!? So now I have to order online and incur shipping charges to use it which given the other complaints using a gift card is impossible online. I emailed them asking about trading it for a Bob's Store credit instead no response. Had I had been told about this stupid return policy I would have gone elsewhere. Instead they just had a sign above eye level nearly impossible to see. Basically EMS has stolen $58 from me and I intend to contact the State Of Connecticut Attorney General and file a complaint. Shop elsewhere. Trust me."
"HORRIBLE!!!!! I placed an order on my phone for a sled and two pairs of gloves. The total charge was around $90 and included a $7.99 shipping fee. After the purchase went through I immediately got an alert from my credit card company asking if there was fraud. I found this weird because I often place orders for online retailers without any red flags. I then received my receipt that showed a $160 surplus charge. This charge was either not shown before this, or hidden well enough that a seasoned online shopper like myself wouldn't have seen it until it was too late. I immediately contacted them to see if it was an error and they did not respond. I then contacted my credit card company who told me to try to work it out with EMS before opening a dispute. I sent multiple emails and online contact forms to them to try to have the $160 reversed and it took them almost two full weeks to respond at which point I already received the package and couldn't cancel. I didn't initially cancel because I thought it was a mistake! Now I get an email saying they charged this because their shipping expenses have gone up since corona and refused to reverse the charges. I am now going to contact the BBB and my credit card company. I would NEVER have purchased a $208 sled .. how ridiculous! ($208 represents the $40 for the sled, $8 for shipping and $160 for "surplus" charge. FOR SHAME! WHAT A HORRIBLE COMPANY! BUYER BEWARE!!!! "
"Ordered shoes in my normal size but they were too small. Return policy is that buyer pays for shipping both ways - so buy with caution"
"I have been trying to use a gift card for both online and phone purchases for about a week now. The online system does not allow gift cards to be used and the phone order system demands that I pay for the items with my credit card first, which will be reimbursed at some future date. I live in Arizona so in-store purchases are not possible. Their "customer support" service has been completely useless in resolving this matter. "
"I had a simple order, two pair of BRIEF underwear. They sent BOXERS, I contacted and wanted to exchange the order for the right product. They started asking for pictures of this and that and then asked for a picture of EXTRA stickers that were NOT on the box. Therefore...I couldn't provide same. They said they have rules. This was NEW, in box still product. SO THEN I said, I don't want any of it, just do a return. NOPE, they want some more damn pictures that can not be provided. IF this was the last store online for anything, I would do without. Be careful, a return is likely NOT in your future. I am done with these people....I have already spent more in my time (I work and their hours are such that I had to do all this while at work) than a refund or product replacement is worth. ALL that they sell can be had from more places that know how to handle customer service."
"Based on past experiences with EMS, I bought a pair of hiking pants. After a single eight-mile hike, my crotch was so chafed I was bleeding (and this through my Speedo tights that I wear underneath). Well, bummer -- return time. But sometime in the last few years, they've changed their policy to only allow returning non-worn clothing. Seriously? How do I know if something is the shitz until I've used it? Guess I'll try to sell on Ebay to recoup some of my $$$. And from here on out, I'm sticking to Amazon and REI. Meh."
"Recently purchased a Giro bike helmet on sale for $75. About 2 weeks later I biked on a flat paved rail trail for 1hr and stopped x6 to adjust the helmet. I could not get it to fit properly. Being in the neighborhood I drove back to return it. I was told i could not do this because it had been worn OUTSIDE. (I do refrain from biking in my home. ) I complained and he checked with the "supervisor" who informed me that I HAD DAMAGED THE HELMET AND IT LOOKED LIKE IT HAD BEEN DRAGGED OVER ROCKS!!! I persisted with the verbal exchange but they would not budge. i informed them that I am 77 yrs old and don't ride over trees and rocks and I live alone so NO ONE DAMAGED IT. I offered to take an exchange but the would have none of it. We kept going back and forth and I told them I had been a loyal customer for some 30+ yrs here in Hadley and I would never set foot in EMS AGAIN! The supervisor was ATTEMPTING to call the salesperson who sold it to me although I had not a clue what the person's name was. I don't believe he ever reached him. FINALLY I said I would take the $40 dollar Bell helmet and absorb the $35 LOSS. I WANTED TO JUST GET OUT OF THERE! TRUE TO MY WORD I WILL NEVER GO TO EMS AGAIN. Thank you REI! You may be 70 miles from my home but no doubt you are worth the trip.
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"I bought two shirts from these clowns and got two completely different shirts than what the photos shows on their site. When I asked them about this they said "the seams looks the same so they're the same" meanwhile, the pattern and the coloring of the shirts was totally different and you'd have to be blind not to see it. Even after sending them photos of how different they looked, they didn't want them back and said that they are the same and there's nothing they can do about it.
Avoid these idiots at all costs, their shirts aren't that good either. Overpriced junk, they mostly use polyester material."
"Took forever to receive a coat I ordered. When it didn’t fit, I returned it. I not only paid $12.00 to return it, but they charged me their shipping to me! So it cost me $24.00 for NOTHING!!!!!!
Forget this place"