In Praise of EMS

[gnomi]

(for those playing our home game, that's Eastern Mountain Sports, not Emergency Medical Services)

Back in early July, I bought a pair of sandals at EMS. I was desperate for new sandals (the old ones were hurting my feet), and EMS was having a sale, so I went there (EMS is not my usual venue for shoe purchases. Backpacks, yes. Shoes, not usually). I had a smooth transaction there, and I took my new sandals home.

Cut to yesterday, about 2 months after the purchase of said sandals. I've been wearing them almost every day for the past 2 months. And yesterday, as I walked toward my cube, one of the little (plastic) rings that holds on the back strap of the sandal snapped. Grrr, thought I. Here I was, at work, in broken shoes. I called EMS, knowing that they have a decent return policy, on the off chance that here at the end of August they might be able to still help me with sandals. And while the store at which I had originally bought the sandals was out of my size (I wear a women's 10 in this case), another EMS -- also relatively close to home -- did have my size in stock. They put a pair on hold for me and said I should just come in and exchange the broken ones for the new pair.

So after work, I went down to EMS. I gave them my old pair, they gave me the new pair (they took the tags and all off, so that I could wear them home), and that was it. Easy-peasy.

I was thrilled at their customer service, but it distresses me on some level that I have come to expect bad customer service so much that I am inordinately pleased when I have a smooth customer-service experience.

Comments

[suzvoy.livejournal.com]

Wow, that's some good customer service.

[gnomi.livejournal.com]

I've always been pleased with their customer service. I've brought backpacks with broken zippers and they've fixed them. Even if the backpack was 10 years old.

[suzvoy.livejournal.com]

Okay, that would *never* happen here.

[farwing.livejournal.com]

EMS is sort of famous for Really Good customer service. This makes customers insanely loyal and such. I have a down jacket from EMS. I was on the bus and suddenly *rip* the sleeve was laid open by Something Sharp. I thought the bus had killed my jacket. It was at least years old at the time. I took it back to them, they sewed it up and my jacket was all better. Not dead. They also replace buttons and things. Very cool.

[farwing.livejournal.com]

make "at least 4 years old."

[suzvoy.livejournal.com]

How cool!