Eastern Mountain Sports

"I was traveling and purchased a pair of shoes with cash. Later that even I walked around the hotel room and decided they weren't comfortable. So less than 24 hours later I returned them on my way out of town. They wouldn't refund my cash. Only a gift card. I don't have an EMS anywhere near me. I have Bob's Stores, but even though Bob's carries EMS merchandise I was told I can't use it there. Why the **** not it's the same day chain!? So now I have to order online and incur shipping charges to use it which given the other complaints using a gift card is impossible online. I emailed them asking about trading it for a Bob's Store credit instead no response. Had I had been told about this stupid return policy I would have gone elsewhere. Instead they just had a sign above eye level nearly impossible to see. Basically EMS has stolen $58 from me and I intend to contact the State Of Connecticut Attorney General and file a complaint. Shop elsewhere. Trust me."

Terrible store…quality disappeared after pandemic. Sad
I wouldn't bother going in to their Manchester, NH store.
Superfeet were minimum and dusty. No fleece at all! It's September.
No service. Just an empty store. Don't waste your time.

I am very disappointed with the customer service at EMS. I ordered a pair of hiking boots for my son and once we received it, I noticed that it was a size 8W, when in fact I order just an 8, not wide. The product description mentioned nothing about it being a wide fit, They pointed out to me that it was mentioned in the title "HI-TEC Men's Logan WP Hiking Boots, Smokey Brown/Olive/Snow, Wide". Well I missed that and since when do they put it in the title, when everyone else will mention it in the product description. Not to mention that a lot of other sites will also have it in the drop down box of the sizes with an 8 or 8W. I paid $8 for shipping, and now I have to ship it back to them, which I'm sure will cost me more than the $8. They will not send me a postage paid return label, so in the end I'll be out $20+, and no boots.
Also... I intended on reordering another pair of boots (size 8, not wide), but then they told me that it was going to cost me another $8 for shipping... really? I will not be ordering that or ANY other boots or anything from them again. And here's another thing... if I chose to return the boots at the nearest store (a drive of 1.5 hours each way) in order to avoid the cost for shipping back, the store would only honor a merchandise credit. And what about crediting my credit card since that's how I paid for it? Absolutely not per Customer Service because that is their "Policy". I am so disappointed with this store and how they are handling this. It's no wonder these stores are all closing down in the area, as their policies and bad customer service are causing this company to go down hill. It would be no surprise to me at all if they went out of business. I would not recommend for anyone to shop online at this store if unsure of sizing, etc. There are so many other online stores that offer free shipping and will offer free returns.