Hello EMS Costumer Service,
I just returned from the Danbury outlet where they informed me that the term "Lifetime Guarantee" refers only to the "lifetime of the product, not your lifetime."
Which in essence means "guaranteed until the product fails."
The item in question was a backpack purchased in the 1980s. I was assured that I had gotten the full use of the product and by implication was being cheap in bringing it in for repair.
Please. Can you imagine your sales if you prominently displayed the motto "Lifetime Guarantee means for the life of the product!" Maybe I'll send it and the story to L.L. Bean.
Sincerely,
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Greetings from Eastern Mountain Sports Customer Service. We’re very sorry to hear that you had an unpleasant experience, and would like to work with you to restore your faith in us. Please contact us at 1-888-463-6367 and ask to speak with a Manager who will assist you. Thank you for giving us the opportunity to reach out to you.
Our entire company is dedicated to customer satisfaction. In addition to your local store manager, you can always call us at 1-888-463-6367, email us at customerservice@ems.com, or write us at Eastern Mountain Sports 1 Vose Farm Rd., Peterborough, NH 03458.
Thank you,
Lee Bradford
Manager, Customer Service
Eastern Mountain Sports
888-463-6367
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