Eastern Mountain Sports

I ordered a pair of Petzl VASAK Flexlock crampons. I placed the order on a Monday afternoon needing them for Thursday. They have the "overnight shipping" option. I thought that should be sufficient to receive them Wednesday evening. even if it was overnight with 2 business days. However, they did not come until Thursday evening. My complaint is that when I called customer service that were not helpful at all. I would not have paid the $29.99 shipping fee if I had been given an estimated delivery time. I had thought they might offer my shipping back, but they did not.

Hello, We believe this issue is now closed, as we were able to contact the customer directly and take care of the issueWe again apologize in the delay in fixing thisThank you, Theresa Customer Service Eastern Mountain Sports

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI do see the refund has been processed to my account Sincerely, [redacted]

We continued to work with the customer after their initial contact and have since reached an action and resolution that the customer is content with

Hello, We believe this issue is now closed, as we were able to contact the customer directly and take care of the issueWe again apologize in the delay in fixing this.Thank you, TheresaCustomer ServiceEastern Mountain Sports

Complaint: [redacted] I am rejecting this response because: The merchant did not address the issueI inquired before placing what the merchant now considers "bulk orders" with a representative before I placed the orders and I got a positive feedback that those orders will earn my rewards pointsNow the merchant claims that those are "bulk orders" and hence they do not earn pointsIt is inconsistent and unprofessional Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:The information I was given was from the call center! You can call me directly at [redacted] and leave me a message with a contact number and direct extension Sincerely, Raymond Ross

Complaint: [redacted] I am rejecting this response because: While the company reached out to me, and I responded to their inquiry, I have not yet heard back from them They insist on a receipt for a defective item I did not plan to return Obviously if I had known that they were selling pants which would rip at first wear, I would not have purchased them in the first place [redacted] warranty is essential no warranty, so they are asking me to "return" the pants and show proof of purchase I do not feel more has been done to assist with my issue They just sent an email, and when I responded, they failed to respond Sincerely, Linda W***

Thank you for contacting us about your purchasePlease let us know your order # so we can refund the 20% you are requestingIt is best you contact us directly at [redacted] We look forward to resolving this for you!

Complaint: [redacted] I am rejecting this response because: I have contacted your customer service over times already when trying to resolve thisI do not want to waste anymore time trying, and will no longer be a shopper at EMSI think your issues with poor customer service needed to be brought to attention Sincerely, [redacted]

Dear ***,I wanted to reach out to you regarding your complaint case filed with the Revdex.com regarding your rewardsAt this time, we have decided you are ineligible for rewards on your previous and future purchasesAfter reviewing your order and communicating with our rewards specialist it has been determined that your orders are what we consider to be “bulk orders”The amount of items you ordered, the cost of those items, the time frame in which they were ordered, and the majority of them being sent to another party are the reasons behind its categorization as commercial or bulk orderThis same information was also conveyed to you in an earlier reply which you received from one of our representativesYou were then notified during this same reply that this information is stated in the terms and conditions found on our website I do apologize for any incorrect information you may have been provided leading up to your most recent communication with us, but this is the decision that has been determined by Eastern Mountain SportsThank you for your time

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: The information I was given was from the call center! You can call me directly at [redacted] and leave me a message with a contact number and direct extension Sincerely, Raymond Ross

Complaint: [redacted] I am rejecting this response because the business's records also showed that I contacted their representatives regarding the rewards for purchase Sincerely, [redacted] ***

Hello [redacted] - Thank you for taking time to provide us with this feedbackOur commitment to great customer service is our utmost priority and we've clearly failed you on that commitment over the past couple weeksIt is very disappointing to hear about your experience, however, having this feedback will help us to prevent it from happening againWe've recently restructured some of our Customer Service operations, which I personally assisted with, and this provides us with insight into where we can improve some of these changesI'm really sorry you went through this ***I have been in contact with the representative who has been assisting you with this matterHe has advised me that you received the pre-paid return label and have returned the incorrectly sized boots to usHe also communicated that you no longer wish to receive a replacement pair as previously mentioned in your desired settlement and would like to be credited insteadNow that we have confirmation from the fulfillment center that they have received your items, we will issue a refund back to youThank you again for making us aware of the issues you were experiencing with our customer care and I hope that we'll be able to regain your trust and confidence in the future-Joseph Customer Service Manager Eastern Mountain Sports | Bob's Stores

I purchased a Marmot shell jacket from EMS last Sunday for a 10K raceI paid $I was in Marshalls Dept store yesterday and saw the exact same jacket and color for $i email EMS and asked for a reimbursement or store credit for the $differenceI received WE cannot help you Email from EMS I reccomend shopping around

Complaint: ***
I am rejecting this response because: if if I made return because I changed my mind I agree to this resolutionBUT it was new use of faulty merchandise. I cannot accept anything less than a fullrefind on my cardFYI I still was also not told about *** *** credit instead of credit card refund.
Sincerely,
*** ***

We have found the issue with the complaint and will be connecting with the customer for resolution on this matterResolution will be in customer's favor.Thank you for letting us know!

We have been in contact with the concerned party and have come to an agreement that satisfies the customers concerns and requestsThe customer is happy with the outcome.
The rewards have been addressed as requested.
a new order has been placed
The value the customer had thought had been lost has been satisfied with the new order

We have found the issue with the complaint and will be connecting with the customer for resolution on this matterResolution will be in customer's favorThank you for letting us know!