Eastern Mountain Sports Reviews

Ordered a single coat and got charged three times on my card. No way to reach customer service, and the website went offline right after my purchase, like they just shut it down. It's been a nightmare and this used to be a brand I trusted.

Ordered hiking pants online and they sent me the wrong size and the wrong color. The only way to reach them is through an online form that I filled out weeks ago with nothing back. No record of my issue on my account either. And there's no phone number to call for help.

I have rewards points sitting in my account from earlier purchases but there's no way to use them. The checkout page won't let me enter the amount and there's no phone number to call for help. They say they're not taking calls. A chat rep told me to just order and then email them my reward info afterward so they could adjust it later. That's not reassuring at all, and I'd have no way to follow up if they didn't actually do it. Really unfortunate because I used to be loyal to this company, but not anymore.

Worst experience I've had with a retailer. Ordered a jacket and still haven't gotten it. Even worse, I'm still waiting for them to process my refund.

Received the wrong item. I ordered a long backpack and they shipped me a regular length instead. Finding help is nearly impossible since there's no phone support, no chat option, and their website doesn't let you start a return easily.

I bought some EMS gear way back when they had their store in Michigan, and while I haven't ordered much since they moved east, I've noticed they've really dropped the ball on service. They don't seem to realize they're going up against REI and LLBean. A big problem is they removed customer reviews from their website. I always look at what other buyers say to help decide on purchases. Without reviews, it makes me suspicious and wonder what they're hiding. Then there's the return window. You get 28 days, which might seem okay, but REI gives you a full year and LLBean is even more flexible. Plus they don't cover return shipping. I've found items I wanted to buy but held back because of these issues. When I try talking to someone about feedback, it feels like talking to a brick wall. No confidence that anything will change. I'm gradually moving my business elsewhere.

Ordered something online and paid with my card, but when the package arrived it contained items for a completely different customer. Called to find out about my order and was told they won't ship my stuff until they get the wrong items back at their warehouse. So their shipping department messed up, but somehow it's my responsibility to drive 25 minutes to a UPS store to return the other customer's order. And get this, they won't even take a UPS receipt as proof. I called twice and emailed asking for a prepaid shipping label so I wouldn't have to pay out of pocket to fix their mistake. Nothing for 24 hours. When I tracked down the customer who received my order, she told me the same thing happened to her. They're holding both our orders until they get proof everything arrived back. This company used to be great, but something's changed since the new ownership. Customer service is basically gone and they don't care that it's their job to deliver what you already paid for.

I've been shopping here since they opened in my area, even with the higher prices and smaller selection. That's changing. We're done with them, and I'm steering my kids away too when they need outdoor gear in New England. Their return policy makes no sense and feels like they're just trying to pocket more money. Offering store credit only is completely out of touch, especially when their inventory keeps shrinking. Disappointed with how this company is headed.

They partnered with freeshipping.com and that's been a real problem. Used to be a solid retailer with actual standards. It's sad to see a scam operation become part of what they're doing now. This will be my last order from them.

Disappointed on multiple fronts. Ordered a $160 backpack online and tried to return it the day it arrived since shipping was delayed getting to me. To get refunded, they wanted me to pay for shipping again, and told me I'd only get store credit if they didn't receive it within a few days. When I went to the store, they could only do store credit and didn't refund the tax I paid. Then I tried using the gift card online and found out they don't accept them for web orders. It's pretty frustrating. Why isn't shipping free on orders over $100? Why can't I return something within a couple weeks in store for actual money back? And if I have to ship it back, why doesn't the company provide a return label? They don't even offer buy online pickup in store. Now I'm stuck with a gift card I can only use in the physical store, but the stuff I want isn't even there. Really let down by this experience.