Eastern Mountain Sports

"Bought my son $100 winter boots. They didn’t fit and guess what… they have a store policy that is not to return your money but to only offer you store credit. Thanks to there policy I am going to make sure I don’t spend a single dime there for the next couple years since they want my money that bad. Worst policy I’ve ever heard of. Shame shame shame you lost me as a customer then"

"I have shopped at ems for over 25 years. I enjoy a number of outdoor activities and ems was a great place to get gear. Things have changed for the worse in the last few years. The selection of non ems branded gear has decreased significantly. They used to have a 100% satisfaction guarantee on their products. That is gone. My wife got me some smartwool thermals for Christmas. They did not fit so o returned them. Only given store credit. They did not have my boot size in stock. Was told to go to the website. The website says that gift cards are “temporarily disabled.” It is now mid April and gift cards still do not work. These guys are making it tough to support local Brick and mortar stores with their policy changes and lack of selection outside of their own brand."

"I ordered boots online and was very happy to discover I could return them in store! This way I didn't have to wait for the lengthy online return process (up to 28 days or something per the website). The saleswoman walked me from the registers to the boots and dug up the LAST model/pair they had in my size. The new model was the same price, so I didn't have to open my wallet. I have parkas and other EMS brand gear bought back in the early 2000's that is still kicking. Started shopping in North Conway when I was a kid. EMS for life!"

"Never shop at EMS again. This will be the last purchase I ever make to an EMS. Their new store return policy.... Store credit only.. You kidding me?? I had 600 shoes and gear. I PUT ALMOST ALL BACK. You want me to by a $300 tent and only get store credit..... This is the worse return policy in the Outdoor Recreational Market. Join REI. A co-op would never treat you this way. Kinda feel like a partner broke up with me. I have shopped EMS since I was a kid. Today I made my last purchase."

"Went to return a defective product. The general manager was very kind, however the interaction leading up to speaking with the general manager was less than ideal. When the manager of a store talks down to you in front of other customers it is quite a deterrent. We have been going to EMS for quite some time and have spent a decent amount of money for the products, to have a member of their management team speak down to you is beyond infuriating. Management should have the skills necessary to deal with aggravated or unhappy customers and not escalate the situation. There should be proper training for a higher position! We have been customers for years and have only tried to return 2 items, so this is not a normal occurrence for us. When a customer tells you that they will not be returning to your store you as a manager do not tell them GOOD! Now let me include, that their was no yelling, screaming , cursing or name calling. Just an unhappy stern I shall not be returning. If EMS has any respect for their customers and does not just blindly follow their employees I would hope they will think about making sure their perspective management team having the proper training and skills to deal with the ones who provide the income that provides for them to have a job. If she (Manager) had a hard time dealing with a small issue such as mine then I am concerned for her treatment on much bigger issues."