Eastern Mountain Sports

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

Hello ***After looking into this situation in more detail I do see that your original order was placed online and not as an in-store purchase so I have decided to process the refund back to your original form of paymentThe Gift Card you have received has been devalued and I have issued the return of $back to your card used to place the orderYou will see these funds return to your account in the next 7-business daysI apologize for the time it has taken to resolve this, the miscommunication involving our return policy, and any other inconvenience this experience may have caused youIf you have any other questions or concerns please feel free to contact us at any time.JoeCustomer Service ManagerEastern Mountain Sports

Complaint: ***
I am rejecting this response because:I started case # *** on March 2ndWithin a few hours the company of which I was complaining against contacted me and advised there was a training issue on their end and that they would refund me the necessary amount starting the process that dayThen March 4th I received another email somewhat poorly written and I believe what she was trying to say is that there was an error refunding so they were now processing that day (the 4th)Today marks the 7th business day sinceI have yet to see the refund of $to my accountThis entire issue has been ongoing since February 23rd, which I feel is more than ample time to issue a creditThe company sent me a 10$ gift card in the mail but I explained to them that is useless to me as I plan to never purchase from them again since my one and only experience has been such a painI just want the $refunded to my account as promised.Thank you for your help, *** ***
Sincerely,
*** ***

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

Complaint: ***
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 *** 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***

Hello *** My name is Joe and I am the Customer Service Manager here at Eastern Mountain SportsI first want to start out by apologizing for any inconvenience this experience has caused youI have been reviewing all the communications sent between yourself and the customer service associates
here, so I am now fully apprised of the situationIn our returns policy which can be found on our website here: *** it does state that when a purchase is made in-store and returned by mail, the funds are returned to the customer in the form of gear credit While I completely understand your frustration, this is the policy that we have put in place for all Eastern Mountain Sports customersYou also mentioned that you will not be able to use the credit because there are no longer locations near youThe gear credit you have been provided with is essentially a gift card and can be redeemed online on our website at any time by entering the card number and pin when checking outI truly apologize if you feel that this information was not provided to you initially or was unclear Thank you for your timeJoe Customer Service Manager Eastern Mountain Sports

Dear ***,I apologize if you feel that we did not address the issue, but again your bulk orders have excluded you from receiving rewards despite information provided to you previously by a representativeIn your rejection, you stated that you inquired about receiving rewards before placing your bulk orderAfter looking into this matter further, the only contact history we have between you and our customer care representative took place on May 12th and May 23rd 2017, the first being days after your last bulk order purchaseWe have no history of contact approving you for rewards before placing your order as you have mentionedAgain, I do apologize if you feel that this is inconsistent but the decision to disqualify you from receiving rewards due to the violation of our terms and conditions has been finalized.Thank you

Good afternoon [redacted] and [redacted],I wanted to reach out to you regarding your complaint case filed with the Revdex.com about your order. I am so sorry for any inconvenience this experience may have caused you. This is not at all how we want customers who choose to utilize our business to...

feel. I have been reviewing your attempts to reach out and the amount of miscommunication involved with your order and I completely understand your frustration. We have processed a refund for the amount of the one pair you did not receive with your order on 12/14/17 for the amount of $15.71 as it is out of stock and cannot be shipped for that reason. Additionally, on 12/18/17 we've submitted another refund of $15.71 back to your card for your trouble. These two refunds will post separately to your [redacted], typically 5-10 business days or sooner from its submission date. You will see the two refunds in your account on 12/28 and 1/1 at the latest. Again I would like to apologize for your experience.Thank you for your time and patience.

Hello [redacted] -  Thank you for taking time to provide us with this feedback. Our commitment to great customer service is our utmost priority and we've clearly failed you on that commitment over the past couple weeks. It is very disappointing to hear about your experience, however, having...

this feedback will help us to prevent it from happening again. We'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 changes. I'm really sorry you went through this [redacted]. I have been in contact with the representative who has been assisting you with this matter. He has advised me that you received the pre-paid return label and have returned the incorrectly sized boots to us. He 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 instead. Now that we have confirmation from the fulfillment center that they have received your items, we will issue a refund back to you. Thank 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

Complaint: [redacted]
I am rejecting this response...

because:
I have contacted your customer service over 15 times already when trying to resolve this. I do not want to waste anymore time trying, and will no longer be a shopper at EMS. I think your issues with poor customer service needed to be brought to attention.
Sincerely,
[redacted]

Thank you for bringing this to our attention. It seems that a request to fix the web listing has not been completed yet. We will be reaching out to the customer with a new resolution based on the continued error about the product listing online.

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

Dear [redacted],I wanted to reach out to you regarding your complaint case filed with the Revdex.com regarding your rewards. At this time, we have decided you are ineligible for rewards on your previous and future purchases. After 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 order. This same information was also conveyed to you in an earlier reply which you received from one of our representatives. You 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 Sports. Thank 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 merchant did not address the issue. I 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 points. Now the merchant claims that those are "bulk orders" and hence they do not earn points. It is inconsistent and unprofessional. 
Sincerely,
[redacted]

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. I do see the refund has been processed to my account.
Sincerely,
[redacted]

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

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.

From: Lara S. ([redacted]] Sent: Tuesday, June 28, 2016 8:59 AMTo: Revdex.com <[email protected]>Subject: Re: You have a New Message from Revdex.com Serving Connecticut Regarding Complaint #[redacted]##- Please type your reply above this line -## Lara S. (Eastern Mountain Sports) Jun 28, 8:58 AM EDT We have already connected with [redacted] because we could not reach him at the phone number he provided. Heather C left a message for him on June 22 and when we didn't hear back we  sent an email on the 23rd.  This is all set for right now and I'm going to close this ticket out.Thanks again for contacting Eastern Mountain Sports. We hope we've been able to fully address your question and or concerns. If we have not yet done that, please reply to this email.All the best,Eastern Mountain Sports