Eastern Mountain Sports Tracking Order Status

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.

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.

More than slightly over priced. I bought an inner tube for my bike, pumped it up went on a ride came back and that tire was flat. The hole wasn't hard to find, the tube tore. When I went back to them they said they couldn't refund me or give me store credit because I used the tube once. They did have fairly good customer service.