Eastern Mountain Sports - Reviews and experiences

I bought a jacket for weekend hikes and for quick dog walks. Delivery surprised me — it was fast and the package looked good, even had a tiny sticker on the box, which I didn't expect. That felt nice. Also, the delivery driver was friendly. But returns and customer service are frustrating. Only store credit? Not great, especially when sizes are limited and stock shrinks every week. I spoke to a polite rep once, but the policy felt rigid. I'll keep the jacket because it's comfy for my morning commute, but I told my kids to shop somewhere else.

commuting, weekend hikes, dog walks — it's the jacket I grab when I don’t want to think about weather. So product-wise, yeah, satisfied. But the online side? Not so much. Their site no longer shows customer reviews, returns are only 28 days, and returns shipping isn't covered, which makes me pause before buying anything new. I tried to give feedback once and felt like I was talking to a wall, literally no follow-up. So I'm split: impressed by durability and real-world performance, annoyed by poor online policies and touchy customer service. For now I keep wearing what I have, but I hesitate to buy more until they sort the website/review and returns stuff.

I almost laughed when the box showed up and I thought, finally — v11 — right? Opened it and it was v10. That sinking feeling I had before ordering (versions confuse me online) didn’t go away, it was confirmed. Tried customer service, got the runaround, they made me pay to send them back and didn’t refund the original shipping — so yeah, about $25 down. The shoes themselves aren’t terrible, but the listing and the way they handled it felt sketchy. If you care about exact models, double-check with a person first and take screenshots. Won’t be ordering from them again unless they change how they do returns.

I grabbed a pair of shoes on a short business trip because my back was acting up and I needed something supportive to get me through a day of meetings and walking. Took them back to my hotel, tried them on, and within hours realized they weren’t working for me — uncomfortable in a way I could feel in my lower back. Went back to the store the next morning and that’s when the fun began. They refused to give me cash, only a store gift card, and said it was their policy. Fine, except there’s no nearby EMS where I live and I don’t want to pay shipping just to use my own money. I complained, emailed, got no reply, and honestly started thinking I’d been out $58 for no good reason. I ended up contacting my state attorney general’s office (not something I wanted to do) and suddenly a VP reached out and the issue moved. That was the moment I actually felt satisfied — when a real person took it seriously and fixed it. I’m glad it didn’t end up as a permanent loss, and I appreciate the follow-up, but the policy and the tiny, hidden signage are still lousy. They could be clearer and more customer-friendly. So, relieved it worked out, but don’t expect it to be easy if you need a refund on short notice.

So, I bought a backpack online for $160, but ended up needing to return it the next day for a different one. Let me tell you, the return process was a total headache. First off, I had to fork out even more money for shipping the backpack back, and then it got delayed. When I reached out to customer service about the return, they told me I'd have to pay for shipping all over again. Plus, if they didn't get it back in a few days, I'd only get store credit. When I tried to return it in person, I only got store credit - no refund on the tax I shelled out. Total bummer.

I bought some shoes at your store while I was travelling recently, but they were uncomfortable. I tried to return them within a day, but the return policy was disappointing. Instead of getting my money back, I was only given a gift card. It's not very handy for me though, because there aren't any of your stores nearby. It's also frustrating that I can't use the gift card at places like Bob's Stores, even though they sell the same stuff. I'm not happy with how this return situation was handled and it's been difficult to use the gift card online.

I ordered the new New Balance tennis shoes from this company, but they sent me an old version instead. When I talked to customer service about it, they made me pay for return shipping and didn't give me back the original shipping cost. Their bait and switch tactics are not cool, and I won't be shopping with them again. Just a heads up if you're thinking about ordering from them, they might try to trick you too.