EMS.com is the online home of Eastern Mountain Sports, a company established in 1967 with the goal of making sure that all their customers have access to the best quality outdoor available.
How Does It Work?
According to their company background they have printed on their website, Eastern Mountain Sports says that it is important for adventurers to “believe in every single thing that’s in their pack.”
Because of this, they feel that it is their responsibility to make sure that all products sold through their company are designed according to expert guidance and with a focus on its practical application “in the great outdoors.”
Customers can also go to their website and look at their “Expert Advice” section, which offers users a huge library of articles on topics like "How to Choose Jackets," "Avalanche Safety Essentials," "Beginner Rock Climbing Advice," "Camping with Your Kids," and much, much more.
You can go to their website and search through their products by category, including Men, Women, Kids, Shoes, Camp/Hike, Paddle, Climb, Brands, Sale, and more, or by using their website’s search feature to find a specific item.
As with most other online retailers, there is no real way to quote a single price range that would be all inclusive of the items they are selling at any one time. These prices will be influenced by the type of product you are ordering, whether or not there is a sale or promotion taking place, and a variety of other factors.
That being said, customers who are looking for specific gear through this website will be given the ability to sort their products by price, or to only search for products within a specified price range.
EMS.com does provide a fairly well laid out Refund Policy on their website, saying that all items which have been unused and are accompanied by the original store or web receipt can be returned for a full refund within one full year of the date of purchase.
If you suspect an item is defective, you will need to contact their Customer Service team. Most of their brand name products will be covered by their own individual Warranties and customers may need to contact that company directly. If the company does not provide a Warranty, Eastern Mountain Service will “gladly repair, exchange, or return the item for you.”
Returns that are not accompanied by an original store or web receipt will be refunded with store credit, as will an item purchased with a gift card, while used, worn, or washed items, and items sold as "Final Sale" or "As Is," are not eligible for return or exchange at any time.
Customer Service Contact Info
Customers who would like to contact Customer Service with any questions, concerns, or complaints can do so by phone at 888-463-6367 or by submitting them directly to their website through their Contact Us link found at the bottom of their website.
This company receives very mixed reviews, which is not surprising for a company that has been in business as long as Eastern Mountain Sports. What’s more important than the existence of complaints is the nature of the complaints themselves.
One complaint that did appear more than once was an issue the company has with out of stock items. Customers have complained that they were allowed to place an order and pay for a product, and only after long periods of time had gone by without any information or product arriving, they contacted the company only to be told their chosen item was either out of stock or no longer available.
These customers did say that they were then given a refund of the money they had paid, however they were upset with their experiences because they felt they should have been contacted by the company, and not the other way around.
Therefore any customer who orders from this company’s website will want to pay close attention to the estimated shipping date and be prepared to call the company if they suspect something may be wrong.
Competitors and Alternatives?
There are many different kinds of websites dedicated to the necessary products and services for safe and fun outdoor activities, sports, and hobbies, including SourceOutdoor.com, REI.com, Backcountry.com, The Outdoor Exchange, and many others.
If you have any experience with this company or their products, please leave your EMS.com reviews below.