Open Letter to EMS (the sports store, not the medics)

Yesterday, I had an infuriating customer (lack of) service experience. I was on my way home from the gym, when my mom called, asking if I would do her a favor and go into EMS (Eastern Mountain Sports) to get something called “Yak Tracks Pro” which are things you put on your shoes to help you walk in the ice.* This item is pictured to the left. I agree, but uneasily, since I looked liked GARBAGE since I was on my way home from the gym and wanted to minimize time in public, especially time in Harvard Square where there’s a large risk of seeing someone I know. But, I go.


I walk in, and walk around the store 3 times, looking for either a) Yak Tracks Pro, or b) an employee of the store. I find neither. Finally, I find the Yak Tracks Pros. But, they do not have the requisite size. So, I continue my search for an EMS employee. The store is packed with confused and lonely looking customers, and full of merchandise that demands employee assistance (sneakers, skis, watches in locked glass cases) but there is NO ONE AROUND WHO WORKS THERE. No one.

Finally, I see an employee half-hiding behind a pillar, who looks slovenly and insolent. I walk up to him with an optimistic smile, and say, “Excuse me, do you have…” Now it’s worth noting that before I even asked for what I wanted, he was shaking his head saying no. I guarantee you, whatever I wanted, he didn’t want to sell it to me. “… Yak Tracks Pro in size small?” I continue. He snorts as if I’ve asked something totally preposterous (perhaps I have, but, I want to spend money in his store, which should surely justify whatever questions are needed to complete the purchase!). He replies, “Um, NO, not unless you want to ___.” The end of his sentence is a big mumble. “Excuse me, unless what?” I say hopefully. “Unless you want to go to our New York store to get them!” he sneers at me. This is first of all a rude response to a customer, but moreover, really pissed me off, because if only this guy knew how badly I actually DO want to go to New York, whether to get Yak Tracks Pro or not!

I then lose my composure and roll my eyes and say “Great, thanks,” huffily. Then, he calls after me, “Or, you can order them on the internet!” Now, this is the first helpful thing this kid has said to me since I walked into the store. Why he waited until he’d already irritated me to the point of storming out to say it, I don’t know. Meanwhile, because of EMS’s understaffing and employee unhelpfulness, I’ve now missed my bus home, thereby increasing my time in public looking awful by 30 minutes.

So, EMS, you have hereby lost my business in favor of City Sports, who was cheerful and helpful in assisting me with a purchase of a non-BPA water bottle!




* As the courts say: We need not address the issue of whether this request or purchase was reasonable.