- My compression sack was not in the bag so I had to go back
*ONLY MINUS
All in all, EMS has wasted hours of my time on the phone (and almost 5 hours of driving) to process a simple return. I don't know if they were hoping to lure me back to the store and sell me something else but that's bad business EMS. You lost yourself, what could've been, a good customer.
FANTASTIC SERVICE
Helpful and knowledgeable sales reps who really understand the meaning of customer service. Based on what I saw while at the store.
Fast forward a few days, store manager calls me asking me if i no longer want the bike, because someone else wants to buy it. I said, no, i no longer want it but it is mine until my money is returned. Law & behold, this manager process my return over the phone in LESS THAN A MINUTE.
Pretty terrible return policy. You are better off sticking to REI, at least then you can exchange inadequate gear for something better when it fails you.
Terrible customer service and extremely rude and arrogant staff. Unwilling to follow their return policy or work to make the customer happy. This is why you should go to rei or ll bean. Never have I been treated so poorly by any store in my life. Lauren is who I had to deal with. If you go here try and avoid this women she will be sure to give you a hard time and ruin your day. Will never be shopping at this store again
SERVICE
I am very disappointed with EMS. I wanted to return a bike, that i haven't even picked up from the store yet, and I was repetitively told by numerous people that I had to come back to the store to do so. Typically not a big deal, but I live a 100 miles away, so i was not going to travel 200 miles round trip for them to process this. I spoke 4-5 people from both the store and corporate, and everyone said "Sorry, you have to come in, there's no other way. There is no way for us to process it remotely as our system does not work that way, we'd love to, but its impossible".
- My new jacket broke in less than 1 day, not EMS brand. Was easily returned and seemed like just a malfunction of the manufacturer.
Great outdoor apparel and gear store
- No rush or up sale of items trying to push more items.
I am not sure if they get paid on commission but it seemed they were just genuinely helpful and enjoyed talking about the products.
- Guided every customer to the section and never told them just to look in an area.
- Helped multiple customers at once and always apologized or excused themselves politely.
- Asked every customer if they needed help.
Eastern Mountain Sports is a US Bicycle Store based in Bridgewater, New Jersey. Eastern Mountain Sports is located at 347 US Highway 202/206 South Somerset Shopping Center, Bridgewater, NJ 08807, USA.
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