Eastern Mountain Sports

Love EMS. Been a customer of this store forever. Staff is great and always answers my questions and helped out with great advice. Can’t give it 5 stars only because #1 it is a smaller store that doesn’t have the largest selection and is very seasonally driven. Which is fine just don’t expect to find everything EMS sells there all the time. And #2 I am a big guy 6“2″ 280 and while i know there aren’t a ton of outdoor clothing manufacturers that make my size but their larger size selection isn’t the best.

I have been a decades long shopper of EMS. They always have knowledgable staff and friendly cashiers. I never seem to be disappointed is their clothing and gear. So happy they now carry. Prana and Kuhl!

EMS has lost a customer for life! They have a Company wide policy that does not accept returns for store credit. The policy wasn’t explained well enough for me to tell you the duration of time that they do accept returns. I tried to return a pair of Vasque hiking boots that I paid over $ 150 for store credit. The reason was the shoes are so uncomfortable I cannot wear them. According to the staff at this particular EMS, there is nothing they can do.
My advice is avoid this chain altogether.

I recently had a very unpleasant experience with EMS regarding customer service. I had a pair of Merrell boots I purchased through them that were in phenomenal shape but unfortunately had an eyelet break. My first trip in to discuss the issue, I was told they don’t deal with the warranty, and the person was also not familiar with Merrells warranty policy, which is lifetime. I was told I needed to go through Merrell for warranty, I left feeling as though they didn’t want to deal/​help me with my issue not because they couldn’t, but because they didn’t want to be bothered. I went home, did some research and Merrell informed me my best and quickest avenue would be to go through the store which they were purchased, but if unsuccessful they will help me out.
I then called EMS and spoke the Matt, their assistant store manager and let him know my first experience and what Merrell had said. He let me know they have a 100% customer satisfaction policy and he would be happy to take them back in with that and get me in a new pair. When I arrived and spoke with Matt I immediately got the same feeling of I was being a nuisance and he really didn’t want to be bothered. I then found a new pair (an upgraded pair which I was happy to pay the difference on), but unfortunately they didn’t have my size in stock. Matt called around to see who did have them and they were in stock in Portsmouth and we were going to have them sent to the Manchester store. When we were going through the final paperwork process Matt then decided that I had gotten some use out of them and only wanted to credit me $ 100 of the original price of $ 195.
I was shocked at this point as the boots were in such great shape as they had very minimal use, which you could easily tell by the sole and I told him this. He was unwilling to give me credit after this WHOLE process we went through, due to a very clear warranty issue. I manage a retail cycling store, customer service is #1 when is comes to being a successful business, and it is no wonder when talking with him he said they have been down in business, Needless to say I took my boots back along with my original receipt and will be going through Merrell for my warranty. I will never step foot in that store again and was extremely surprised the way the whole situation was handled, start to finish.