Eastern Mountain Sports

DK Skywalker

2023-11

Used to love EMS but their service, products, and experience has unfortunately declined dramatically over the years. Last time I stopped there I had $30 in coupons through rewards program, but their system has been down for days and I was unable to access these rewards. Total bummer. Purchased a t-shirt to find multiple holes on the sleeve first time I wore it. Prices are the highest, specifically when their "system is down" and you can't access rewards. Was told to call customer service and currently getting the run-around. I think it is time to pull the plug on giving this company business.

Retired Gent

2023-05

Nice facility but as we wandered around we seemed to be in the staffs way. I would have expected a "can we help you?" instead of just hovering for us to continue our shopping.We did find exactly what we were looking for, although it is cheaper online we could look and see it here. The advantages of brick and mortar over a web image.

Craig Snyder

2023-12

I would give zero stars but can't.Went in there to buy some gear and was profiled and stereotyped because I had a backpack on.Had over $2,000 on me

Silas Thomas

2023-05

I've been shopping at this store for many years and have always had positive experiences. Recently, Dom, whom I believe is the manager, went above and beyond both in store and over the phone to help me find what I was looking for at a great price. Excellent customer service! I highly recommend shopping here.

Michael MacDonald

2022-05

I went to this location yesterday to purchase 2 pair of shoes. After having been in the store for about 10 minutes looking at the hiking boots and trail running sneakers, I made my selection and was waiting for assistance to retrieve the shoes from the backroom. Thats when an employee( manager?) who had very little on in the of identification ( no badge, no lanyard, no corporate uniform etc) came up behind me and demanded I wear a mask. I declined with a simple 'nope' He then fished about in his person and produced from somewhere a crumpled, beat up paper mask and began wagging it in my face demanding incessantly that I now take that mask and put it on. Again, I said no. All done with that game. He then began stuttering and scanning the store presumably to call for backup.That's when I assured him back up was not needed as I was leaving. Dude begins to follow me out all the while running his mouth from behind me. He only stopped once he came upon another criminal who was wanted for not wearing a mask. His little show was then directed at that unsuspecting customer.I like EMS and will continue to shop at their other locations but I will never return to this one. If you've read this review and the other not so positive reviews of how this store is being managed, I would encourage you to do the same.

DL Hirst

2023-05

I love this place. When I lived in Detroit, it was all mail-order. Now, one of their shops is 20 minutes away! That could get VERY expensive.The staff here is very helpful, if not completely knowledgeable. Maybe it’s the holiday help? Just know what you want. I’m sure they can find it for you.

Danielle Whitcomb

2022-05

Popped in to see if they had a roof box I was looking for in stock and was assisted right away by two store associates. The whole process was quick and easy. Bryon helped me install my roof box and was happy to help. Very courteous and helpful staff. I will certainly return for future purchases.

Erin Maloney

2021-05

Some great priced clearance items. For what I thought my husband's shoes would cost, we got the shoes and two shirts :)

EMC Le Sait Tout

2023-05

Not sure about the negative rules but my family and I went in to buy some ice spikes and a few other items for our climb up Mt. Mousilauke and the staff Dan and Marc specifically were beyond most helpful. I would give them a ten if I could.Marc made sure we had the right fitting spikes, some extra clothing and pulled out a map with specific instructions for us to follow up the Gorge Brook trail and back the Carriage Trail.I can’t thank him enough for his concern and his patience answering our numerous questions. If he’s not a manager, he needs to be made one as of yesterday. Thanks again. Good luck with 👀

larry shulman

2022-05

Been a customer of EMS for 50 years. I know they sold off and closed most stores. Their gear under their name was always the best value. I came to This store occasionally and today just reading the current reviews I decided to skip going. This is the power of the internet. I should have gone over but the poor service topped me. I want fun times and great service where I shop.

Field Acres Farm

2021-05

NEVER EVER by anything from Eastern Mountain Sports! Their return policy states that you can only return for merchandise credit. That would be fine if you could see the sign or if the sales associate tells you this when you make a purchase. The store has a tiny sign up between the registers that states the return policy but it is not directly where any normal human can see the policy upon checkout. It is all but covered up by all the "impulse" buy items stacked all over the counter and the policy is not pointed out by anyone when you make the purchase. It is only when you go back to try and return something that they tell you the policy. My husband would have never ever ever bought me a set of $200 wool long johns as a gift if he had known that we couldn't return them for a full refund. Bye Bye EMS. We won't ever shop there again and I will make it my personal mission to be sure everyone I know is aware. If there was a rating below 1 star I would post that instead.

Mr. Questions

2024-03

They have all the hiking gear u could imagine

Jonathan Burnett

2021-05

located in what looks like might have been an old factory, with Windows high up near the roof peak, they've got space for days to put product in, with display tents and other items suspended from the ceiling in every department. they had the pants I usually buy for work (Marmot Scree, and EMS Ascent, in black) they just didn't have any left in my size. I'm a cyclocommuter, so in the winter and shoulder seasons I need pants that can handle the cold wind, and not loose enough at the cuffs to get caught up in the chain, at the same time they have to be black for my job, able to hold up well against kneeling on the floor, bending and stretching, etc, and still have a clean professional look.

Doug Osbo

2020-05

Shopped yesterday for a pair of xc boots for my wife. We were the only customers in the store and ignored by sales staff until I approached one for assistance. He could be best described as moderately friendly but abrupt in manner. He brought out two pairs of boots, lead us to a fitting area, set the boxes down and left to attend to...?? Again, no other customers in the store.While my wife was trying on the boots another young, clearly disinterested staff member approached and said, “if they don’t fit, maybe there are some others” and walked away to attend to other...oh, wait, there were NO OTHER customers.This isn’t the first time I have had negative experiences in this EMS branch but I have brushed them off thinking it not worth my time to write a review. This time, however, was simply too much to let the poorly trained and unmotivated staff escape a bit of reality therapy from a dissatisfied customer.I will not be returning to this store and suggest that others do the same.

Bob Nevins

2021-05

I just don't understand what happened to this Company. The clothing, footwear, outer wear and all the miscellaneous hiking, camping, paddling equipment etc. was purpose built.For the last several years it has been sad to watch it's downturn. I understand that markets change but....million dollar gear does not interest me. Bang of the buck matters. I hope they find there way but it's doubtful.Selling kayaks but no paddels, what?? Climbing gear priced to force you to shop online and not with them. Just basically a women's clothing store with enough "stuff" to think they could possibly have something for "him".I'm done trying to find a reasonable priced anything.

Jacob McGrew

2016-05

I used to love EMS and shopped here regularly for many years - when I was on the East Coast it was the source of 90% of my outdoor gear. One of the main reasons I was so happy with EMS was the generous return policy and knowledgeable and generally friendly staff. My last few experiences with this location have been terrible. Unhelpful staff who were turned downright unpleasant when I tried to return items (one was an air mattress with a defective valve and the other a stove that had been used once for a few seconds to see how the flame distributed). They flat out refused to take these items because they had been "used" and made no apology for the new return policy which has gone from generous to very rigid in the past few months. Furthermore, prices have been sky rocketing over the past several years and it's just not good value anymore. Do yourself a favor and find a local outfitter or buy online.

Marilyn Smith

2021-05

I went into EMS today feeling rather indecisive. A young lady came over help me talk through my options and make my final decision, which turned out to not be the most expensive option (yay!) then the are there young lady who ran the register fixed my rewards account once and for all, after having issues with it for years. EMS has been the source of my more affordable option for the product I was looking for several times recently. Both staff members made me feel like there was nothing they'd rather do than to help me.

Stew Stryker

2018-05

A really big EMS for the area, great selection of gear. Staff is fairly knowledgeable, but most are just "sales people", not experts in the outdoors. Definitely get on their email list and shop the sales, which they have frequently - DON'T pay list price!

Scott Barden

2022-05

My son is thru hiking the Long Trail, half way through he needed some supplies, on 8/15/2021 my wife went in with a specific list of what he needed and a snotty female sales staff was incredibly unhelpful, and subsequently an equally unhelpful male sales staff did nothing to help. EMS is dead to me after many years of being great, unfortunate.

Meghan D

2020-05

I often have to wait at the register for a very long time before a staff member comes over to assist me or help me check out. Often while waiting and make eye contact with them but they do not even acknowledge or mention that they are coming over. Today I actually waited so long that I just left the merchandise and a dressing room and left. I was in line at a register and both staff members there saw me and went to go help other customers and did not even call over the other staff, who were available. One employee came over and I thought she was going to assist me but she was just trying to answer the phone.

Moxie Loeffler

2016-05

This place has the best customer service I've ever had at a sports store. The employees were friendly and repeatedly came to find me to see if I needed help. They were efficient in ordering an item for me and calling me when it was ready. They've given me great advice on what gear to get, and they don't always recommend expensive things I hesitate to buy. Definitely would come here again!

Jamie Vaillancourt

2014-05

I stopped in here on September 28, 2013 at 10am to get a heart rate monitor. I waited about 15 minutes for someone to actually show me monitors. I picked one out and got in line to pay for it. There were two sales associates working but they were both waiting on the same customer. I spent fifteen minutes in this line only to find out the box for the heart rate monitor was empty when the clerk rung it up. They offered to get the monitor but I was so disgusted I left without buying it. I would have been curious to see what my beats per minute was while I was experiencing this. LOLI doubt I will ever shop at this store again.

Megan Thayer

2018-05

My fiancé and I came to EMS to look for a Thule. They were 20% off at the time, so that really helped! We had a super friendly cashier, and he also helped us to install it on the car to ensure a proper fit. Also, a super awesome benefit of this store....NO TAX!!

K

2020-05

Stopped by to purchase Smartwool socks - hiking and skiing. Sale sign at the Smartwool sock display advertised "Buy 3, get 1 free". But at checkout I was charged for all four. Manager was called and says "Sorry, discount no longer applies to Ski socks." There is nothing at the Smartwool display to indicate Ski socks are excluded so I consider this the store's error - and I'm used to retailers honoring the advertised price when it's their error. Not this EMS store. I told them to keep the socks. Won't return.

Jim Jasie

2018-05

Had a great experience looking for hiking boots, just like a local shoe shop. Michael was extremely helpful going through different orthotics and boots. Very courteous, knowledgeable and attentive even helping other shoppers while I experimented with different combinations, Enthusiastically recommend!

Raz

2017-05

It's not the biggest outfit but manages a good selection on display. They also have a convenient bike repair and tunning shop in the store. Prices are usually not cheap but the membership gives often great deals and discounts.

Brian Eaton

2021-05

One employee was very helpful answering questions about the product however the women checking me out was unfriendly and not helpful, actually defiant. It didn't appear that she wanted to be there so I left my purchase and bought it online at Moosejaw.

Liz and John Mark

2022-05

I was fortunate enough to visit this store at their end of season sale where they had everything that was store brand available at 60% off. Great quality outdoor gear and a helpful staff.

Jennifer Haynes

2022-05

Overheard sales representative (Sean) talking rudely to other representatives about a costumer he had asked to leave the store for not wearing a mask. He had also asked the costumer to leave in a very unprofessional manner with a sarcastic “bye- bye that means you”. (The customer was obviously on their way out of the store at the time and appeared to be locating car keys). Bad representation of EMS.

Jess Wisloski

2018-05

I had a big issue trying to return some boots when the boot maker wouldn't do a size swap, and no stores near me had it and the style was being phased out. Went by on July 4 and they did a swap no problem or fuss. Very pumped!