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 me.
Sincerely,
[redacted]

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[redacted]

Thank you for letting us know about this complaint. I can see right where the confusion happened and will reach out to the customer for resolution.

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]

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, 
Theresa
Customer Service
Eastern Mountain Sports

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

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:
I started case # [redacted] on March 2nd. Within 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 day. Then 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 since. I have yet to see the refund of $6.33 to my account. This entire issue has been ongoing since February 23rd, which I feel is more than ample time to issue a credit. The company sent me a 10$ 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 pain. I just want the $6.33 refunded to my account as promised.
Thank you for your help,
 
[redacted] 
 

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

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]

We are sincerely sorry for the delay in response, we should have responded before Saturday. I have made a gear credit for the [redacted] of the pants, and will be reaching out to her to confirm this is an acceptable resolution. At that point I will mail out the gear credit to an address of her choosing.

Hello,
 
 We spoke with [redacted] and expressed our apologies on her cancelled orders. We no longer have stock of the item that [redacted] was looking for but did offer to credit her other order instead. She expressed that this was a satisfactory...

outcome.
 
Thanks
[redacted] 
Customer Service 
Eastern Mountain Sports

Thank you for letting us know of [redacted] complaint. This is the first we have heard of it in the call center, but we will reach out to [redacted] to get to the bottom of this and see how we can help him out. We have had a few store closings lately and it can certainly add to customer frustrations. (Which...

is understandable.)

Review: On Sep 1, I placed an order [redacted] for Item: [redacted] Description: [redacted], 4 Quantity:1 @ $22.38 The EMS.com website listed the item as 'in stock" with immediate shipping. I received two confirmation emails of my order. 29 hrs later, I got an email from EMS.com saying my order was cancelled due to unavailability of the item. On Sep 3rd, I saw the SAME ITEM listed on EMS.COM website, now priced $10 higher. I placed a new order #[redacted] for Item: [redacted] Description: [redacted], 4 Quantity:1 @ $31.98 On Sep 3rd, the item was listed as "In Stock, with immediate shipping." I received two emails that night from EMS.COM, one confirming my order and the second one stating, "Dear [redacted]: Thank you for shopping at www.ems.com. Your order, number [redacted], included backordered or advanced sale items that are unavailable for immediate shipment. Once the product is available for processing, you will receive a new order confirmation email. The following item(s) will be shipped when it is in stock." The following day, Sep 4th, I received an email from EMS.COM cancelling my order# [redacted], " Thank you for shopping at Eastern Mountain Sports. We apologize, however we are unable to complete your order [redacted]. The following item(s) is unavailable at this time and has been cancelled from your order. Item: [redacted] Description: [redacted], 4, BREEN, 4 Quantity: 1 at $31.98I think EMS.COM is guilty of false advertising. Their website claims an item at a low price, and says it's in stock for immediate shipping. When a customer places the order, the item is cancelled, and then the price is raised, and relisted as 'in stock' and available for immediate shipping. This happened to me TWICE in a row with EMS.COM I believe that's bait and switch tactics. Very dissatisfied with this company. I placed a third order because of the low price advertising of the 'bait' item. Fraudulent.Desired Settlement: I want the item advertised at the original price of $22.38 with the original 2 day free shoprunner shipping.

Business

Response:

Hello,

Review: I placed order # [redacted] on February 12th, on [redacted]. When I selected "Place Order" my total charge was to be $119.40; also the order acknowledgment I received via email also stated $119.40. On February 17th, my card was charged by Eastern Mountain Sports for $125.73. I promptly emailed their customer service asking for the reason of discrepancy. Becky was the service provided that promptly responded back saying she would file a request for credit of $6.33 and it would take 3-5 business days to appear in my account. (This was on February 23rd) As of March 2nd, I have yet to see the credit so I contacted Becky again. She advises me the credit was processed on February 23rd, an email acknowledgment of such was sent to me and now this is my issues with my bank. I never received any email acknowledgment that I was receiving credit except when Becky emailed that she would request one. I called my bank and they advised there has not been any credits sent to my account of $6.33 or any credits sent to my account from Eastern Mountain Sports. They show nothing, and have nothing pending. I contact Becky again at Eastern Mountain Sports, letting her know I never received an email of the credit processing and that my bank advised they do not have anything concerning the matter either. She now advises me they will not be issuing anything further, they show it was already issued, and my bank can withhold the funds for me up to 30 days so again it is my issue with my bank. Again my bank claims they have nothing from this company for a credit. I believe that nothing was ever issued from Eastern Mountain Sports or was mistakenly issued to another.Desired Settlement: I would like the refund of $6.33 for the overcharge to my account.

Business

Response:

We have found the issue with the complaint and will be connecting with the customer for resolution on this matter. Resolution will be in customer's favor.

Review: I ordered a bike "GT Aggressor 3.0 2014, White for size M", but have not get any information for 1 month.

On May 16 2015, I go to the local store at [redacted], and ordered a "GT Aggressor 3.0 2014, White for size M" bike. The manager told me the store does not have it, but the company has 8 in stock. He will let it ship to the store. He wrote down the model, my name, phone number in a note, and told me it took 3 days to ship to the store and he will call me then. So I could get it in a week. I asked if I have paid anything in front. He said no, and just pay it when I pick it up.

I did not receive any calls and I have to go to store two weeks later on May 30 2015. Another manager told me they do not order it since I need to pay $50 shipping in front. However, the manager agreed to waive the shipping fee for me since it is their faults that they do not let me know promptly. He also called the Princeton store and let them to hold the bike that is in stock.

After that, I do not get information from any manger in the store. I went to the store on June 6 2015 again, and the staff there told me they will let the manger call me for the order status. But I never got any message from them.Desired Settlement: Deliver me the bike as soon as possible!