Eastern Mountain Sports

"Absolutely will never visit this EMS again. I found the manager to be so rude. I never get upset at the register, I’ve worked too many years in retail to be that person. But this was just so ridiculous. I bought a pair of boots at a store location in New Hampshire Yesterday, the girl who checked me out asked if I wanted the box recycled, which I said was fine. Clearly, if I needed to keep the box for any future issues or returns, she should have said that. She did not. When I brought them home, I found they didn’t fit with my usual winter socks, so I brought them to a closer store The following day for return, which was this one. The girl was offputting and snarky the minute I walked through the door. Then I approached the register with these brand new boots and my receipt and said I needed to return them. She asked me where the box was, and I explained that I didn’t have it because when I checked out last night, the girl at the register offered to recycle it for me. And she told me that she can’t accept the return then. Flat out. I swear she had a grin on her face about it, I’m sorry, but she was just a nasty person. Obviously, this is clearly an error on EMS part, and should not have fallen on me the customer. It was less than 24 hours that I needed to return these boots. She basically told me too bad and that I had to eat my loss of almost $200. All because the cashier threw my box away, without letting me know that I would need it for anything. And she was probably just new. I just have never left a store so upset. I did call customer service and the woman I got there was delightful. And now we’re trying to work something out, but she agreed that the manager at the store did not have good customer service skills and did not handle as well."

"Will not merchandise exchange an identical smartwool sock for a different ankle height. I offered to pay the difference if there was but nope. No receipt no returns or exchanges. Never heard of this ever...all original packaging intact."

"Spent 30 minutes driving out of our way to make it before closing. Made it half an hour before closing and the doors were locked?? Four other potential customers showed up while we tried to figure out our next move. We even saw someone inside, who totally ignored us. Not cool at all. Update your hours or continue to lose sales during the holiday season."

"Don’t buy this jacket!! Bought it in 2019 for my husband. He wore occasionally (but really liked it) for 18 months when zipper broke. We bought the same jacket in late 2021 and zipper just broke again. Contacted EMS to let them know they’ve got a great, high-quality jacket with a low quality zipper. Ver disappointed at the brush-off I received so will be switching brands."

"Knowledgeable, nice staff and great products. And...my wife left her gloves in the pocket of a coat that she returned. We went back two days later, and they quickly found the coat and gloves. They were so happy to help!"