"Just received this email from EMS
Due to lack of inventory, the following items from order: ####### have been cancelled. We apologize for this inconvenience. Please contact our Customer Service team if you need further assistance.
They accepted the order online and charged the credit card only to say they don't have inventory. This has never happed to me with any online retailer. How can they accept and order without inventory?"
"Ordered drysuit on 11/2. Cancelled order without informing me. Called a week later to ask where my package was and found out it was cancelled. Rep said she would look for item and will call me me back, no call back. I called again and asked for a similar replacement and they said no. I asked for the coupon code that I used so I could use on next item and they said they can't provide me with one. I was a very loyal customer over the years but after this I will go elsewhere."
"Was in your shop April 30 in Syracuse wanting to buy a pair of Merrill shoes that I have liked in the past. I was stopped b a salesman that told me he couldn't sell me the shoe because it was not what I needed. Apparently I wanted a running shoe for walking. He said the plastic was too soft so walking in them would ruin them?? I went and bought them somewhere else"
"I bought four pairs of Smartwool PhD running socks, some kids shorts, and a kids t-shirt from EMS in March 2016. The socks were about 50% less than I could find from any other online retailer like Sierra Trading Post, but because they shipped from an actual store and inventory was low, I got three separate shipments from three different stores. Shipping was not Amazon fast, but 5 business days from the day after I placed the order. One pair of socks was defective with a hole in the heel. The EMS phone rep not only credited me for the defective pair, but also sent me an extra pair as a replacement. This was really a manufacturer error, but EMS covered it. The other items were as expected. So I can't speak to all the bad reviews here (often people only write reviews to complain), but my experience was very good."
"How unfortunate.. I buy allot of winter gear and frankly have purchased from EMS in the past without issue other than horribly slow shipping.. They recently held a sale (supposedly) and I had items in my cart ready for purchase at sale price.. As soon as I moved forward to purchase, the price jumped 40%.. I called customer service and should have never wasted my time.. I had documentation showing everything to support sale pricing, but they refused to honor it.. Just an fyi...Beware of sales scams and count on poor customer service "
"Poor customer service! We had an EMS crash pad with a broken valve. We were told to send it in for them to examine and repair. We were told the warranty for the crash pad covered this type of damage. $18 to mail it to EMS, and then what? We're told they cannot fix it! However, they say that we can buy a new crash pad at a discounted price if we'd like. Have mercy! No, we'd not like. That's not why we sent it in! There are so many good outdoor companies out there who stand by their warranties and have amazing customer service. We'll stick to those. Goodbye, EMS."
"Over 35 years I have found EMS to have excellent customer service both in store (mine is Fairfield, CT) and at EMS headquarters. Both demonstrated excellent service to me yesterday. I have been very pleased with the quality of the merchandise and return policy. From college into retirement, from clothing to gear it has been my number 1 go to store. "
"Ordered a Big Agnes Copper Spur UL3 tent at a very nice price.
Received a used tent (with dry mud on the fly).
Will definitely not order again."
"I ordered a pair of board shorts and two pairs of pants of the same size and style from EMS for a trip. The board shorts are perfect and one pair of the pants fit perfectly but the other was too short and too small. I contacted EMS customer service and they fixed the issue immediately. These people are fabulous! I have and will order from them again!"
"Eastern Mountain Sports Online-
I have ordered a couple different products over the last 2 months from EMS, and have found their service to be excellent. I actually had to return the second item, and the customer service individual went out of her way to keep me happy. High praise for some long term customer satisfaction perspective!!!"
"Low ratings by others made me wary, but EMS had a shirt I wanted that was not available anywhere else and at an astoundingly low price. So I ordered it and it arrived today without a hitch. I'm pleased."
"I bought a very inexpensive vest from EMS. The shipping was free, it arrived promptly and was exactly what I wanted, HOWEVER, they have some partnership with Shop Runner where they charge you a $79 membership fee after a month. I was NOT aware of this when I saw the charge on my account. Be careful when using EMS because had I not noticed the charge, I would not know to ask for a refund."
"They had a steeply discounted tent online that was in stock. I bought it but later received an email that the item was out of stock and that they were not likely to get it back into stock. I responded and asked if I would be able to get the same price if the item was restocked. They then responded that they searched all of their stores and found it in stock in New York and put it on hold for me for the same price. I called the store and had it shipped to me free shipping for the original price they had online. What a great company! How many companies would go through all that work for one item. Very few."
"I'm not sure if they had a change in management or business model, but they have been extremely helpful and honored the Cyber Monday deal I saw online.Also, I ordered a size too small for rock climbing shoes and they offered to send me new ones at the original price and no shipping charge. Awesome. Thanks Teresa!"
"Before buying from the online store, I was a bit of hesitant because of all the bad reviews. Eventually, I was willing to risk it because they had a 30% off on backpacks and I got a north face in the color I wanted. Not only was it reasonably priced but it was instock while OTHER trusted sites were out of stock.
I ordered my backpack and it came on time. In fact, it came today and school starts for me tomorrow so it was perfect. Shipping was free and I got tracking so I knew that it was coming on time.
I'm hoping that maybe ems.com has changed their ways since other people complained that they haven't stood by their promotions, because my bill still included the discount and free shipping.
Overall, I would say I had a good experience with ems.com . I'm likely to buy again! :)"