Business Profile

Retail Sportswear

Eastern Mountain Sports

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Retail Sportswear.

Complaints

This profile includes complaints for Eastern Mountain Sports's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

13 total complaints in the last 3 years.
1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:11/04/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
cannot use a gift card for several months now because the website is being constructed.

bought the gift card to use since we live in ** and cannot dirve to **, ** or **** to stores.

We should be able to use the money on the card but cannot because of the website is closed for months now with no date as to when working. Wrote to EMS and they said you can drive and spend the card.
Business Response
Date: 11/22/2024
Good Afternoon ********,

Thank you for your message and I would like to apologise for what has occurred.

Ems has recently undergone new ownership as of August 31st 2024. As part of this new ownership we are able to accept gift cards that were purchased on or after January 1st 2022.

As you have been made aware, unfortunately, we are yet to have a online store in which you are able to use these. Since taking over the company, the online store is one of our main priorities to get running again.

We do expect to have this running by May 2025 so you will be able to use your gift cards online at that point.

I hope this information helps, if you have any further queries please do not hesitate to contact us again.

Kind Regards,
Ben F******
EMS Customer Care
Customer Answer
Date: 11/22/2024

Complaint: ********

I am rejecting this response because: May 2025 is a long time to wait to use a gift card that was already purchased and pending most of this year .

Is there another option ?
Thank you

Sincerely,

********* *******
Business Response
Date: 11/22/2024
Good Afternoon,

Thank you for your response.

The only option at the moment we have in terms of spending the gift card is to use it in one of our 7 stores that can be found on our website: ***********

I do appreciate however you mentioned you are unable to visit the store, however due to the takeover in August we are having to review our online store. As mentioned previously, this is on top of our priority list, however it can take time and we are unable to speed this up.

Unfortunately, we are unable to offer anything further at this time.

I apologise for any inconvenience caused, if you have any further queries please do not hesitate to contact us again

Kind Regards,
Ben F*****
EMS Customer Service.
Initial Complaint
Date:05/28/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Listen! I'm a 70 yr old disabled vet w/lung disease.I ride a bicycle to help my breathing .

I went to EMS ,**********/********* **.and bought a new *********,to replace the one i had for 15 years and there was a sale.I don't usually shop EMS ,but they had what I thought I wanted.
It turns out that it had a couple features I did not like and the elongated tube was difficult for me to extract water from.

SO,I brought it back on Veterans Day (this was two day's after purchase.)
The manager ,Tim S***** or something ( he scribbled it down for me)
He was going to accept it but because I tried it out yesterday (how else would you know the product was the correct one ) He decided not to.He also stated that there were no returns ,during this time?. It's big chain? I never even thought of a return being an issue.
And,I don't normally shop here.Looking at the recipe ,today's noticed their return policy is suspended until some promotion is over.I called the customer service line and they said "Yes ,and we don't know when it ends , they haven't told us"
She also stated that " I'm a manager and there is nothing we can do.

I feel cheated.An old man ,with limited eyesight ,goes into a store and buys what he came for and leaves.He doesn't peruse the signage and buys based on well known return policies.

This "Suspension"with no. end date ,of return policy is bad business practice.\
Taking advantage of the elderly is bad buisness practiice.
Threatening me with police and denying my return ,while sarcastically thanking me for my service\\
is abhorrent!!!.
If you can't help can you direct me to *** site for taking advantage of seniors?
Please.

Tim s***** was condescending ,uncooperative ,and belligerent and refused "customer service"
To just throw his weight around.

EMS should be ashamed to a Supervisor who cannot think outside the box.

Horrible experience

Thank you.

Sincerely ,** *******
Business Response
Date: 06/21/2024
Hello,
Thanks for providing the details of this complaint . Unfortunately, we do not accept returns of products that have been used. I've included a link to our return policy below.
****************************************************
Thank you,
Patrick C
Customer Service
Eastern Mountain Sports
Customer Answer
Date: 06/21/2024

Complaint: ********

I am rejecting this response because:They did not clearly identify that thEy were going out of business, the item was filled with water (once) to see if it would be adequate for my needs ,and they had a 20% discount accompanied by ten dollars back for every $50.00 spent.
I was not afford that rebate.

Also,******** (the product purchased)has long had. return policy and it has been valid at every other store that sells their products.
I was duped ,as my single minded purchase was in a business, that I now know ,is going out of business ,and their shady tactics on my purchase.
I later ,was in the **** ** *** ********* (couple weeks later) and they had a GIANT going out of business banner.The store I bought at had none.
Deceptive business practices and customer service ,later told me ,on orders from upper management to remind return policies until further notice.

They are deceptive,and you should disregard their attempt to disallow return based on anon use ,and I had all the tags.

I fille dit once, to see if it was adequate.Then returned it the day after.In perfect shape!!!!

THIS Is FRAUD

Sincerely,

** *******
Business Response
Date: 07/01/2024
Hi BBB Team,
Unfortunately, we're unable to provide an exception to our return policy for this customer.
Please let me know if there are any questions.
Thank you,
Patrick
Customer Answer
Date: 07/01/2024

Complaint: ********

I am rejecting this response because:I told you they cheated me out of rebate money ,they were not clear on pending bankruptcy and liquidation .They were still posing as a legitimate entity selling warranted products w/money back guarantees. They suspend returns indefinitely,knowing full well bankruptcy was coming and duped me into a purchase. I did not technically use the product.I did fill it once to see capacity ,and I retained all tags.Maybe moot ,know ,as they will be defunct soon.But it is still unethical treatment

Sincerely,

** *******
Initial Complaint
Date:03/25/2024
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am a customer at the ******* ** EMS store, who is an avid hiker. Today I purchased some hiking boots and was happy to know the store location would honor the online price. When I went to check out I had a $10 reward coupon from my recent purchase that was applicable to the sale. Because I didn’t have the receipt from my less then one week ago purchase Matt, who is the manager would not honor it. I asked him if he could go into my account and do an override to make it happen and he flat out refused. The principle of the matter and the fact that $10 on a $135 purchase didn’t seem to matter to him. So instead of a happy customer I’m pissed off and needless to say until this is fixed EMS will have a dissatisfied customer and an AT hiker who will certainly spread the word.
Customer Answer
Date: 03/27/2024
***** *********** *********** **************************
***** ******** ***** *** **** **** **
*** ********** ***********************
******** *** *** **** * *** ******* **** *** ******* *********** ********* ********* *********

This issue has been resolved. Thank you for your consideration.

Best regards, *********** ***********
Initial Complaint
Date:03/04/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I seek a refund of $150 for a defective coat. The zipper has become defective and the company has refused to help.
Customer Answer
Date: 03/04/2024
Please close this complaint. After the merchant saw that I had filed it they contacted me and resolved the outstanding issue.
Thank you.
Initial Complaint
Date:01/03/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 12/07/2023 I purchased ***** **** future light shoes from Eastern Mountain Sports in ******** ******** **. I called the store prior to going there the manager Max told me he would look at them and give me a store credit instead so f a refund because one of the shoes developed a hole in the top of the toe area, upon arriving at the store he looked at the shoe I asked him for a refund or store credit he told me the defective hole wasn’t big enough, then I asked him if we could look at the same shoe on the shelf to see if it had a hole and he told me to get out the store multiple times and that he was going to call the police on me. I feel your store employees do not treat customers with respect nor help them solve product issues and go against their word on what was offered to me on the phone. All I wanted was the shoes replaced or store credit to get different shoes because they are defective. On top of all this I have spent thousands of dollars on hiking and camping gear at your store then get threatened with police and told to leave the store, your manager Max needs to be fired!
Business Response
Date: 01/04/2024
***** *** ******** ******* *************************
***** ********* ******* ** **** ***** **
*** ********** ***********************
******** *** *** **** * *** ******* **** *** ******* *********** ********* ********* *********

** ********

Thanks for passing along this complaint. The ******** ******** **, Store Manager provided the following summary of his interaction with Mr. ********. Due to Mr. ********'s behavior while interacting with our staff and because his purchase is outside of our return policy, it's advised that he continue working directly with the manufacturer of his shoes toward obtaining a replacement.

Please let me know if you have any questions.

Thank you,
Patrick
Customer Service
Customer Answer
Date: 01/04/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* ********
Initial Complaint
Date:12/04/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a coat through the online webpage for EMS for 209.98

I had a 100- gift card given to me as a birthday present. EMS had no place to apply the gift card, but there was a customer service number for information on how to apply the gift card.
When I called the number, there was a voice mail with directions to leave the gift card account number along with order number for my coat, and I would receive the reimbursement in the mail.
After a month of not receiving anything in the mail, I reached out to the customer service and they found the gift card had already been used, and there was not record of there being a 100 dollar check sent.
I would like to at least receive the $100
Business Response
Date: 12/04/2023
Hi ******,
Thank you for brining this to our attention. I found your order, ***********, and see the gift card was applied on 10/11. The amount credited back to your ******** ******* was $100.19. Would you kindly check your credit card statement from October to see if the refund posted? If not I will contact my payment processing team for further guidance.
Thank you,
Patrick C*********
Eastern Mountain Sports
Customer Service
Initial Complaint
Date:02/28/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a pair of ***** **** hiking shoes online. Unfortunately, the shoes did not fit. After paying $22 of my own money to return the shoes, EMS sent me a gift card to EMS instead of refunding me. As frustrating as that is, the biggest issue is that EMS doesn't accept their own gift cards on their website! I don't live on the east coast so I have no access to a brick-and-mortar store so now it feels like EMS stole my money. This practice is unacceptable, they need to either refund people or at the absolute minimum, accept their own gift cards.
Business Response
Date: 03/09/2023
Hello,

Thank you for passing along the details of this complaint. We're working hard to build the functionality to allow store credit to be used as a payment method on our website. However, we understand the difficult situation this creates for customers without a local brick-and-mortar store. To accommodate Mr.********, we've devalued his store credit and issued a full refund to his original payment method for this order.

This should now be resolved.

Thank you,

Patrick C

Customer Service

Eastern Mountain Sports
Initial Complaint
Date:02/27/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a two pairs of pants from EMS (order ***********) - same style different colors ($90 each) on January 29 ,2023, they were delivered February 1, 2023. The pants have an elastic waist and draw string. The very first time I wore the grey colored pair (roughly 2/15) I pulled the draw string and it ripped out of one side of the pant. Clearly this is a manufacturer defect. I contacted EMS on 2/24 to report the issue. EMS has a warranty for manufacturing defects and materials, but refused to take the pants back as they claim this is normal wear and tear. It’s outrageous, the pants were $90 and tne draw string broke the very first time I wore them. I contacted EMS on 2/24 to report the issue.
Business Response
Date: 03/09/2023
Hello,

Thank you for providing the details for this complaint. Our Customer Service team has communicated with Mr.******, and the problem has been resolved.

Thank you,
Patrick C
Customer Service
Eastern Mountain Sports
Initial Complaint
Date:01/04/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My wife bought me Ski Goggles from Eastern Mountain Sports as a Christmas gift and when i opened them there is a sticky substance on the band. She went to return them and they claimed it was a warranty issue and we have to deal with the manufacturer. This was not a problem that developed over time it was an issue with the brand new product that was defective when it came out of the box from the store.
Business Response
Date: 01/10/2023
Hello,

Thank you for providing the details of this issue. Please accept our sincere apologies for the problem with the goggle you purchased from us. We've coordinated with Mr. ******** and his local EMS store to facilitate an exchange for this product.

This issue should now be all set.

Thank you,
Patrick C
Eastern Mountain Sports
Customer Service Manager
Initial Complaint
Date:12/15/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 11/05/22, I ordered online from Eastern Mountain Sports (EMS) a pair of ****** **** Men’s Beach Runner Water Shoes in a size 9. And their website indicated they only had one size 9 pair left in stock. The sale price was $14.97, and they charged $7.99 for shipping & handling, and taxes were $1.00, and I had $10.00 in rewards that I used. So the order total was $13.96 that was applied to my credit card. When I received the package with the shoes, I tried them on and they felt rather tight. In looking at the shoe box, it showed a size 9. However, the size tag on both shoes showed they were size 8. Next, I contacted EMS about this issue, and I was asked to submit photo evidence of the shoe size not matching the size on the box - which I did. After EMS reviewed my photos and a copy of the lower half of the packing slip I was also asked to provide, EMS said I could return the shoes to them for a refund because this item was now not in stock. The email I received from Imani B. In EMS’s Customer Service group said the following, “Your payment card will be credited for the item once it is received and processed by our returns department…” And she sent a prepaid return shipping label that I used to send back the wrong size shoes. At some point, I asked EMS what amount of a refund/credit would I receive. And they said I would get notified later on of the amount. But that did not happen. Yesterday (12//14/22), I checked my credit card account, and EMS only refunded $5.36. So, I contacted them to find out why I did not get a credit if the full order total of $13.96. And I was told by Colin in an email that EMS does not refund the $7.99 S&H amount, because they paid that to ***. But I got stuck with having to pay $7.99 for the S&H of the wrong size item that EMS negligently sent to me. It was their mistake or lack of quality control that caused this (bait and switch) problem, and they should credit my card for the $7.99. Plus, Imani’s said nothing about $7.99 being withheld.
Business Response
Date: 12/15/2022
Hello Mr. ********,

Thank you for providing us with the details of your experience. I'm sorry for your order arriving in the wrong size and for the amount of effort you had to invest in sorting it out. Customer Service is a top priority at Eastern Mountain Sports, and I assure you this was an oversight made by my team. We've completed your shipping refund, and I've spoken to the representatives who worked with you.

In addition to the shipping refund, I don't see that we reissued your Reward. Please accept this $20 Reward to replace the original $10 Reward.

Reward # Amount Expiration Date
***************** $20.00 1/31/2023

Please let me know if you have any other questions or concerns.

Patrick C
EMS Customer Service

Customer Answer
Date: 12/15/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

According to my credit card company, it takes between 5 and 7 days before a credit/refund will show on my account. So I
am assuming that the $8.60 refund will show up at some point during that expected time frame. If for some reason it does not show up, I will let the BBB know.
Thank you Stewart and the rest of the BBB staff for your extremely capable assistance with my complaint.

Sincerely,

****** ********
Customer Answer
Date: 12/16/2022
Dear CT BBB,

In the complaint I submitted to you earlier today, I mentioned that I would like to be made whole and have the full order total amount of $13.96 credited back to my charge card.

So since EMS already has issued a credit of $5.36 to my charge card amount, that leaves a difference of $8.60 (which is actually more than the $7.99 shipping and handling charge from my 11/05/22 online order).

And I didn’t even mention anything about having EMS reinstate my $10.00 rewards amount that I used for this attempted purchase of size 9 shoes - since they sent the wrong size 8 to me. I wonder if they plan to give me back $10.00 in my rewards balance?

I just wanted to clarify that even though Colin with EMS stated that EMS was not willing to refund to me the $7.99 shipping and handling (S&H) amount, they actually withheld $8.60 from me by only refunding $5.36 to my credit card as of 12/06/22.

Thank you for handling my complaint. If you need anything else to assist you in this regard, please let me know.

Sincerely,

****** ** ********

**** **** ** ******
Customer Answer
Date: 01/12/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** ********

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Customer Answer

Complaint statuses

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Customer Answer

Eastern Mountain Sports is NOT a BBB Accredited Business.