Good help with picking my obo and Merrill hikers with my wife. Nice staff here. Visited a few times

I brought in a new with EMS tags item I got for Christmas from a family member. Brought in less than a week after getting it. I don't have the receipt because it was gift. It's clearly new. The same *identical* item is still hanging on a rack in their store, I just needed a different size. They wouldn't help, so now have to awkwardly ask the gift giver for the receipt and tell her I didn't fit in the size small she got me. The guy at the front desk could not have cared less and to be honest, seemed wicked stoned. He was literally standing bent over the counter resting his head on the desk at one point. You good? .. Anyway, he said the reason I need the receipt is to avoid possible "theft and stuff" with someone standing right behind me in line-thanks for that, that made me feel great. Won't be shopping here in future. read more

When the ship is sinking everything is lost. EMS use to be my favorite store for outdoor clothing and products. They use to have integrity. Not true anymore. I have a perfectly good pair of winter hiking boots that the soles completely fell apart and asked them what I should do. Their response: "Our current return policy, which also covers defective goods is for one year. We do apologize for any inconvenience this causes, but if you wish to go the repair route, it will be fully at your expense." It's no wonder why LL Bean and others have taken the wheel when it comes to outdoor products. Good-bye EMS. read more

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Having grown up going to EMS and still using some of their gear that I bought in the 90's, returning there is all the more disappointing. First, I will say that the staff was incredibly friendly, knowledgeable and helpful. The main reason for the review is their return policy: returns within 28 days for store credit only. In the world of REI, this is unthinkable. I purchased about $200 worth of merchandise for a backpacking trip and ended up not using or opening half of the stuff I bought. Despite returning to the store the day after purchasing it, I was told I could only get store credit. Fortunately, the salesperson gave me a refund after I pushed back a bit. This policy will ensure I will take my business elsewhere in the future. Too bad corporate is running such a well respected company into the ground... read more

Here's the deal! We know what time the place closes, no problem there. The employee downstairs is great people very helpful but!! Upstairs there is John a complete ass clown completely a dick and a half trying to tell my boys in the most rude ass way that he couldn't help us with anything because they were closing and we knew that and were just looking but John proceeded to be a Fckboi about the whole thing. Highly recommend the store and other employees but John needs an attitude adjustment!. read more

I used to spend thousands of dollars at ems every year. I just found out they had changed their awesome return policy that made them famous. Now you can no longer return cloths and such if you have worn them. Even if defective you have to argue with the sales person. I will stick with REI and backcountry who take care of their customers better. read more

Eastern Mountain Sports - They changed the future policy that made them one of the best. Now they are one of the worst! - Outdoor Gear Near Me - Nashua, New Hampshire

In March I bought a pair of heavy hiking books for backpacking. I went to EMS because, as the sales rep assured me, if the boots were not right for me, I could return them for merchandise credit EVEN after wearing them! Which, as we all know is the only way to really know if a backpacking boot is going to work for you. We BEWARE!!! EMS was bought by Bob's stores (eewwww!) and they refuse to live up to the policy under which I bought my boots. So I am now out $200 I paid for expensive hikers. Be careful - the return policy on any gear is NEW CONDITION ONLY!! And if that is the case, I suggest you use EMS to try on stuff and find what you like, but then do yourself a favor and find the same item on line and save yourself some $$$$. After all, you won't get any real loyalty from being an EMS customer! read more

I have had very good luck with this place, even on unexpected things (more on that in a minute). What sets this store apart from others, at least up here, is the helpfulness and courtesy of the sales staff. They are very helpful and there always seems to be someone around with great expertise. Here's my latest example. I needed to replace a chain on a relative's bike on Sunday- the old chain was badly rusted and I was not sure I could even get it off the bike. I called the store to buy a chain tool and a chain, and was told they had both in stock. When they subsequently discovered that they were out of chain tools, they had me bring the bike in and they changed it over using their shop tools at no charge... so I only had to pay the retail price of the chain. While I had to wait a bit for Jeff (the salesperson and bike enthusiast) to get free from other customers to do the work, he basically did it while I waited - on a busy Sunday afternoon! I watched him do the work, and he did a great job. After a quick lube, I was riding the bike 15 minutes after leaving the shop. That's pretty tough to beat. They have also surprised me by being a pretty darn good small bike shop in general. While they can't do everything, they have a good selection of parts, accessories and tools for the casual mechanic, and I can find quality lubes like Finish Line and White Lightning there. who knew!?! I have also returned a thing or to that didn't work out here, and they were just as helpful and cheerful during that exercise; clearly very customer focused. 5 stars for this place! read more

I had a very useful experience at this perticular EMS. During one of their famous 20% off sales, I went in wanting to buy crampons, an ice axe and other winter items. I was waited on by several different employees who were quick, curteous and helpful. When a salesgirl didn't know the answer to my technical question, she got the manager who helped me a great deal with my equipment selection. I was quite pleased with the experience. The store itself is large, well stocked and organized. read more

It seems like everyone that works at this store are just great people. I was in there this week to buy boots, and the girl I talked with knew her stuff cold, was enthusiastic, and very friendly. Then I came back for a bike, and both of the guys that helped me were, again, knowledgeable and quite generous of their time (even after I had made the purchase), and seemed to love what they do. I had to make an exchange, sans receipt, and got no hassle for it. If you've ever been to a friendly Trader Joe's, this store has the same kind of vibe. And, finally, the products are excellent. I bought a hybrid bike for far less than I could have found it elsewhere (for the same feature set), and the build quality is top notch. I'm not sure why I always thought this place was pricy before, but I have changed my tune now. I am looking forward to next month's free bike maintenance seminar. Having said all those positive things, I will give one warning. I bought over $500 worth of biking products, in part because I was told that I would get over $40 in "Reward Points", when, in truth, I ended up getting only 8 bucks. I was only told months after my purchase that sale items didn't count. It might not seem like much, but I had factored that into my purchase decision. read more

Yes, the store is somewhat pricey, but comparable with other place of its type. Just visited the new location last week with a return. The person I dealt with was very friendly and easy going and the whole issue was resolved to my satisfaction faster than I imagined it would be. The whole experience left a positive impression on me. read more

Ems is your your typical retail store. The one thing that separates this one from another is the staff. They are all super friendly and ready help out. They all love their job, and they are there for a reason. read more

Thank you so much EMS - Nashua! In my Christmas procrastination, I waited too long for a gift card to be sent to my brother from the website. I could have purchased an e-gift certificate but it can only be used online and I wanted my brother to be able to use the card at the store. so! the store did me a huge favor and made it all work. They totally rock and I appreciate them going above and beyond what's typically done. read more

I'm glad this location is closing. Rude employees who wouldn't honor the return policy that was on the website, etc. Item was within the return policy and they were saying because I bought my item on Paypal, they cannot refund my card or paypal...I would have to get a store credit or I could ship the item (which was very heavy) to their flagship store. The employee coached the person on the line at corporate to say this to me, as the corporate employee admitted they didn't know the in-store policies. None of this was on the website. Called other stores, they all said just bring the item right in and they'll return it to my card is it was purchased through Paypal. Did that at another store with no issue whatsoever. read more

As a transplant from the West Coast, I have a special place in my heart for REI. I've been a member since the 1990 (give or take a few years). When I can't find what I'm looking for, EMS is the next best thing. I've purchased several things from the Nashua store, including my bike. The staff is knowledgeable and helpful, with a good selection. I am especially appreciative of the young man that helped find a pair of shoes. I have a hard time finding something that fits long, narrow feet and provide good arch support. Well, the kid from New Boston found a pair that fit nicely.....thank you! read more

I was in the other night with my wife looking for a winter jacket for myself. It must have been a slow night as not many customers were there. My wife and I struggled to find out information about some coats as there was no visible labels and all the coats were attached via a cable. Two sales associate were a few feet away talking with each other We said excuse us but how do we find out more about the coats and try one on. One associate said the label is in the side pocket and you need to unzip the coat to remove the cable, which we did. They then went on to ignore us and continue their chat. It was clear we struggled with their display and getting at coats and the info as the configuration of the display made it difficult to get to. Bottom line they walked away and went to the front counter offering no help at all. My wife and I decided that the effort and lack of help wasn't worth it so we left. The two associates watched us walk out the door and still didn't acknowledge us. They get 2 stars since I've purchased many things from them in the past (prior location) and had a good experience. Too bad they just lost this customer. read more

Robert was awesome. Got my bike rack and even brought it out to my car. Also went above and beyond what I expected on the purchase.

Have been a loyal customer for close to two decades. Purchased an EMS brand jacket at the end of 2019. Not much use since COVID but zipper broke after only of few actual physical months of normal usage. Brought the jacket into the store I purchased in hopes of a repair. Was informed EMS no longer provides repair services and was told nothing could be done past 30 day purchase date. Reached out to customer service and was informed that item was out of warranty after one calendar year and nothing could be done. Obviously no remaining options except noting that direct competitors REI, LL Bean offer repair services and assistance because of quality / craftsmanship issues Guess I learned a lesson about loyalty. Sad because I loved the store, especially the pre Bob's acquisition policies and especially the staff. Admittedly this is a snarky final comment but if I wanted cheap merchandise To save money I would have shopped in a (supposedly) lesser store. Apparently EMS is no longer the store I thought it was. read more

Just "meh". Been here a few times over the years. I used to think EMS carried everything outdoor related & they were the best & then I "grew up" & realized they're just a chain & I can get the same items elsewhere for cheaper. I would happily pay more if the customer service was better here but it's not. My latest trip here I was looking for a specific pair of shoes - a pair of nice, real shoes for the winter that I could slip on, either without laces or with laces that cinch up (not tie), & they had to have good tread on the soles & there were none on the wall... Not ONE of that style in a women's size. They had a NICE looking kids pair that seemed to be good quality but none in a women's. I even spent quite a bit of time looking through their clearance boxes - I found one that was almost what I was looking for (too light-weight for winter) and OH MY GOD there is no way those shoes would have been comfortable on anyone. They seemed to be trying to be a "minimalist" sneaker (which I run in so I "get" the point of those shoes) but they were just poorly made & fit terribly, pinched pretty much everywhere (no, they weren't too small, just terribly designed). I know EMS is a chain but I also know that they have buyers whose job it is to know & to buy quality items & they're just really lacking in knowing what they're selling, at least with the shoes, they have a terrible selection... read more

I brought in a pair of back-country skis I purchased from EMS several years ago. There were in great condition, but had a metal edge pulling out. The gave me a brand new pair for only the cost of the difference between the original price and current price. I did have the original receipt, and it took only a little convincing, but they honored their guarantee - pretty impressive! read more

I was in this store this week to buy a variety of items and spend a substantial amount of money. It was evening and 1 salesman on the floor was very helpful. However when I went to the register to cash out there were several people in line and the assistant manager, I believe his name was Reed, was now on the register. Reed acted annoyed, rather bothered that I had a question about an item and wanted to use a coupon . He was also very dismissive. In addition he never thanked me for my large purchase and handed me my receipt, only saying "here's your receipt". If Reed is this pissy with customers during the first week of December, I can't imagine how pleasant he is going to be as it gets closer to Christmas. read more