Reviews Analyzed
13
We Collect & Analyze Reviews
Eastern Mountain Sports
Experiences & Reviews
Eastern Mountain Sports (EMS) is a U.S. outdoor retailer selling clothing, footwear and gear for hiking, camping, climbing and other outdoor activities. EMS sells through store locations and an online storefront, offering backpacks, jackets, shoes and related accessories. Consumers searching reviews often focus on product selection, returns, shipping and customer service experiences.
Overview & Key Metrics
Positive Sentiment
15%
Latest Review
17d
Overall Rating
1.6
Our Analysis
🎯
Service quality
Most reviewers report negative service experiences: delayed or missing refunds, unfulfilled orders, and limited or unhelpful customer assistance.
Share of mentions
Weak
23%
💰
Value for money
A few shoppers found competitive pricing, but many cite problems with rewards, gift-card-only refunds, and perceived poor value tied to return rules.
Share of mentions
Weak
14%
⚡
User experience
Customers point to site and policy friction: inaccurate size guides, removed reviews, no easy return initiation, and checkout/reward issues.
Share of mentions
Weak
14%
🔧
Product quality
Complaints include wrong items sent, incorrect model versions and isolated defects; some buyers report items arriving in good condition.
Share of mentions
Weak
9%
📞
Communication
Frequent reports of poor communication: no phone support, slow or no email responses, and chat guidance seen as inadequate or risky.
Share of mentions
Weak
18%
⭐
Overall experience
Overall impressions skew negative: many reviews describe frustrating returns, unresolved orders and lost trust, with a few positive purchase notes.
Share of mentions
Weak
23%
Our Independent Methodology
How we analyze customer reviews without bias
Data Collection
We analyze public reviews from verified platforms like Google, Trustpilot, and Facebook.
AI Analysis
Our AI detects patterns in genuine customer experiences without modifying content.
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Zero company influence. No payments, no bias — just real customer voices.
Always Current
Updated regularly with the latest reviews and customer feedback.
Featured Customer Experiences
Representative examples from 13 verified reviews (November 2021 – October 2025).
EMS won't fulfill my order I paid for
"After ordering online, received package via UPS containing items for a different customer. Contacted EMS to find out when my order would arrive and wa..."
Babs McDaniel
Trustpilot
Oct 01, 2025
Featured for: Wrong items; no return response
DANGER this company is doing Bait and…
"DANGER this company is doing Bait and Switch and getting away with it I ordered New Balance 1080v11 tennis shoes. This is the new version and was the..."
C P Lauderdale
Trustpilot
Oct 01, 2025
Featured for: Bait-and-switch; charged return shipping
I have rewards money from previous…
"I have rewards money from previous purchases but there is no way to redeem the money. There is way to enter it at checkout and there is no phone numbe..."
Matthew turner
Trustpilot
Oct 01, 2025
Featured for: Rewards couldn't be redeemed; sketchy
Best Price I Could Find
"I got shoes from a major brand at a better price than anywhere else I could f..."
Ken S
Trustpilot
Oct 01, 2025
Featured for: Positive price and product delivery
All Reviews
Filtered, experience-based customer reviews from public sources; vague and duplicate submissions removed.
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Showing all 13 reviews
All Customer Reviews
Sources: Trustpilot (12) · Collected.reviews (1) · Quotes shortened · As of: October 2025
M
Matthew turner
trustpilot.com
Oct 01, 2025
I have rewards money from previous…
I have rewards money from previous purchases but there is no way to redeem the money. There is way to enter it at checkout and there is no phone numbe...
s
sl
trustpilot.com
Oct 01, 2025
The absolute worst customer service and…
The absolute worst customer service and business. I ordered a jacket...
L
LMLH
trustpilot.com
Oct 01, 2025
Wrong item sent, no customer service
I ordered a Long backpack and they sent me a Regular length. They have no customer...
G
George T.
trustpilot.com
Oct 01, 2025
Not good customer service
I have a few EMS clothing and footwear purchase 20 years ago when they were still in Grand Rapids MI. Since they moved to the east coast, I haven't pu...
B
Babs McDaniel
trustpilot.com
Oct 01, 2025
EMS won't fulfill my order I paid for
After ordering online, received package via UPS containing items for a different customer. Contacted EMS to find out when my order would arrive and wa...
N
Naomi Fitzgibbons
trustpilot.com
Oct 01, 2025
I have been an EMS customer since they…
I have been an EMS customer since they arrived in NH despite higher prices and limited sizes/selections (recent changes, tbh). However, they are in th...
D
David Miller
trustpilot.com
Oct 01, 2025
Lost yet another loyal customer
EMS joined up with scam operator freeshipping.com. EMS used to be a quality retailer....
T
Tricinda Bousquet
trustpilot.com
Oct 01, 2025
Lousy return policy and customer service
Lousy return policy and customer service. I purchased a backpack online that was $160 and went to return it for another one, the day I got it in the m...
C
C P Lauderdale
trustpilot.com
Oct 01, 2025
DANGER this company is doing Bait and…
DANGER this company is doing Bait and Switch and getting away with it I ordered New Balance 1080v11 tennis shoes. This is the new version and was the...
J
Joe Phillips
trustpilot.com
Oct 01, 2025
Crappy Return Policy Crappy Prices
Edit: Everyone getting hassled by EMS and their non-existent return policy contact your State Attorney General. I did and someone from the Connecticut...
K
Ken S
trustpilot.com
Oct 01, 2025
Best Price I Could Find
I got shoes from a major brand at a better price than anywhere else I could f...
E
Elijah
trustpilot.com
Oct 01, 2025
Price and customer service
More than slightly over priced. I bought an inner tube for my bike, pumped it up went on a ride came back and that tire was flat. The hole wasn't hard...
L
Leonhard
Collected.reviews
Nov 07, 2021
Mountaineering boots
I have ordered mountaineering boots here in the beginning of June, but the size guide on their page was not accurate, so I had to return them as they were not the right size. After two weeks there was no refund, so I contacted them. They claimed that they did not receive the package.
After reading other reviews online, I found that this was their standard mode of operation. Sadly, there is nothing I can do about it, they have simply stolen my money. I am extremely disappointed. Not possible to contact them easily neither. Please do not make the same mistake
Conclusion
Reviewers frequently highlight recurring issues around order fulfillment, returns and customer support at Eastern Mountain Sports. Multiple reviews describe missing or delayed refunds, difficulties initiating returns online, and limited support channels (no phone or slow email responses). There are also reports of incorrect items or product-version mismatches, though some customers report successful deliveries and competitive pricing. If you consider purchasing, check EMS’s current return policy and rewards redemption process, keep shipping and order receipts, and compare return windows with other outdoor retailers before buying.