Shoppers often praise the in-store experience, pointing to knowledgeable staff and well-stocked shops. Many reviews also describe trouble with order fulfillment, returns, billing mistakes, and hard-to-reach customer support. Ratings show a clear divide: strong retail interactions, weaker online and post-purchase experiences.
Examples from available reviews (Nov 2021 – Feb 2026).
Knowledgeable, kind staff provided excellent help fitting hiking boots and bike parts.
“the staff could not have been nicer and more well informed”
Charged three times and no customer service or working website.
“Ordered one coat and got 3 charges on my Credit Card.”
Restrictive return policy offering only store credit deterred the customer.
“only offer store credit”
Most negative service stories focus on returns, refunds, and billing errors. Several customers say refunds were denied, store credit was required, or managers were rude or unhelpful. Positive reviews often single out specific employees for hands-on product guidance and fitting help.
Some shoppers like the competitive prices on brand-name footwear. Others tie value complaints to return fees and refunds issued only as store credit. Notes about pricing come up less often than complaints about how returns and refunds are handled.
Many customers call in-store shopping convenient when they find the items they need and get help from staff. Some location-specific reviews mention small stores and uneven staff behavior. A few comments point to sudden store changes and corporate transitions that reduced local availability.
Product problems appear, but less often than service complaints. Customers mention receiving older model items and finding torn parts after use. Some buyers also report branded products arriving in good condition.
Many reviewers describe weak communication after purchase and few ways to reach customer service. They mention no phone support, online help that doesn’t work, and trouble redeeming rewards. A small number of comments point to third-party shipping or rewards partners as added friction.
Reviews split sharply between positive in-store experiences and negative online fulfillment. Repeated issues include unresolved refunds, billing problems, and limited communication. Positive feedback most often centers on helpful staff and good inventory.
For each review, the core experience based on original source reviews.
Sources: yelp.com (20) · Trustpilot (16) · Collected.reviews (1) · Quotes shortened · As of: February 2026
Helpful salesperson provided knowledgeable assistance finding a backpack.
“sales person extremely helpful and knowledgeable.”
Charged three times and no customer service or working website.
“Ordered one coat and got 3 charges on my Credit Card.”
Charged three times and no customer service or working website.
“Ordered one coat and got 3 charges on my Credit Card.”
Received wrong size and color and got no customer service response.
“ZERO customer service on line”
Received wrong size and color and got no customer service response.
“ZERO customer service on line”
Couldn't redeem rewards due to no checkout option or phone support.
“there is no way to redeem the money.”
Order not received and refund still pending; poor customer service.
“I haven't received my order AND I'm still waiting for my refund.”
Received wrong backpack length and no customer service available.
“They have no customer service phone number”
Removed product reviews and restrictive return policies causing distrust.
“they have eliminated customer reviews in their website of items they sell.”
Received another customer's package and EMS won't ship or provide return label.
“EMS is demanding I drive 25 minutes to the UPS store to drop off their package”
Restrictive return policy offering only store credit deterred the customer.
“only offer store credit”
Company partnered with freeshipping.com, described as a scam.
“EMS joined up with scam operator freeshipping.com.”
Return process refunded store credit only and didn't refund tax or shipping.
“the tax I paid was not given back to me.”
Received older shoe version than advertised and paid return shipping costs.
“They made me pay for return shipping for their mistake”
Returned shoes same day but only received a gift card, not a cash refund.
“Only a gift card.”
Found brand shoes at a better price and they arrived in good condition.
“I got shoes from a major brand at a better price”
Tube tore after one use, and they refused refund or store credit.
“the tube tore.”
Store closed suddenly, forcing customer to find another local outdoor retailer.
“They left in the middle of the night without fanfare”
Small store with basic items; staff friendly but not very knowledgeable.
“Staff was friendly, but not well informed on products.”
Enjoyable shopping with helpful staff and good discounts.
“Staff is patient, kind and wonderful!”
Small store with a wide selection of good quality gear and helpful staff.
“great staff and great gear”
Helpful staff assisted in selecting hikers during multiple visits.
“Good help with picking my obo and Merrill hikers with my wife.”
Store was unimpressive, tiny, and service was inconsistent.
“I was disappointed at the inconsistency of service.”
Staff ignored customers and socialized instead of assisting.
“Customer service sucks at this location!”
Knowledgeable staff and easy return and exchange policy.
“Easy return and exchange policy.”
Brought in unworn gift item without receipt and faced return difficulty.
“I don't have the receipt because it was gift.”
Complains about lack of free return labels and poor online support.
“They do not provide a free return label unlike Amazon”
Manager yelled when customer requested warranty, causing ongoing bad experiences.
“I was yelled at by manager when asking them to honor their warranty.”
Knowledgeable, kind staff provided excellent help fitting hiking boots and bike parts.
“the staff could not have been nicer and more well informed”
EMS had great inventory and options when another store lacked sizes.
“they had great inventory of all”
Frequent shopper who visited to purchase ski items during a weekend.
“purchased snow pants, jackets, socks etc. in the past.”
Rude, callous reception deterred customer from buying mountaineering boots.
“rude, callus reception I was greeted with.”
Company credibility declined after Sports Direct takeover and acquisitions.
“In 2017 Sports Direct a British company completes takeover of Eastern Mountain Sports”
Staff were kind and knowledgeable helping find suitable hiking boots.
“I am so grateful for the men who helped me find a pair of hiking boots!”
Store exhibits inconsistent staff helpfulness and poor customer service history.
“This store has a long history of extremely poor customer service.”
Manager was rude and dismissive, leading customer to avoid shopping there.
“Awful customer service.”
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
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarized without changing the content of reviews.
Eastern Mountain Sports is an outdoor retailer selling gear, clothing, footwear, and accessories for hiking, camping, climbing, and skiing. Customers can buy in physical stores or order nationwide through the online shop. The selection includes backpacks, tents, technical outerwear, and performance footwear from major outdoor brands. Shoppers can find equipment and apparel for everything from day hikes to winter sports.