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My son bought a pair of boots from Eastern Mountain Sports last April that he really liked. He climbed about 8 high peaks with them and lots of weekends in the lower peaks since April.
While packing for school today he decided to change the laces and out poped an eyelet. A bit of problem as he is about to leave to get in a day of climbing in the high peaks before checking into his dorm on Sunday.
We were relived to hear the EMS store manager say "just bring them in and we will exchange them." We were disappointed to hear that thet didn't have the same shoe in his size (12-wide.) But they did have a slightly better shoe in his size that with his student discount it came within a few bucks of the price of the original shoe.
Rather than make him wait for the original replacement shoe to be shipped to him they let him exchnage the old pair for the other type. He was able to leave on schedule with a new pair of boots.
I bought my first down sleeping bag from EMS in 1973. I've purchased a lot of EMS branded goods and never had to return anything I ultimately decided to keep. This was the first "defective" item I've expereinced from EMS and their resolution of the problem could not have been better.
I'm sure my son will give them another 50 years of business because of it.
While packing for school today he decided to change the laces and out poped an eyelet. A bit of problem as he is about to leave to get in a day of climbing in the high peaks before checking into his dorm on Sunday.
We were relived to hear the EMS store manager say "just bring them in and we will exchange them." We were disappointed to hear that thet didn't have the same shoe in his size (12-wide.) But they did have a slightly better shoe in his size that with his student discount it came within a few bucks of the price of the original shoe.
Rather than make him wait for the original replacement shoe to be shipped to him they let him exchnage the old pair for the other type. He was able to leave on schedule with a new pair of boots.
I bought my first down sleeping bag from EMS in 1973. I've purchased a lot of EMS branded goods and never had to return anything I ultimately decided to keep. This was the first "defective" item I've expereinced from EMS and their resolution of the problem could not have been better.
I'm sure my son will give them another 50 years of business because of it.
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