Eastern Mountain Sports

Just tried to return a pair of shoes I purchased online that were slightly too small. Apparently EMS changed their return policy and do not accept returns on anything worn. I purchase the same shoes each year for the past 15 years and have ordered the same model and size. This year, they were too small. After I tried to return them at the Hingham EMS and was sent packing, I called customer service and they also said no returns and said the manufacturer had changed how they make the shoe and that it now sizes smaller. Had I known that I would have ordered a larger size. Now I’m stuck with a $ 150 shoe and no support from a company that used to care about the customer. Done with EMS, sorry.

While the in-​store experience in this Hingham EMS location is just OK, there is a certain disconnect if you have to call this store for information, product availability or ordering something… On several occasions, I get some young person who (a.) judging by his phone demeanor just doesn’t care about assisting you or (b.) is clueless if he does. Example: Recently I called in advance to check on the availability of a PFD for kayaking. The sales person who took my call, was completely unprepared to check if the product was in stock and less interested to special order it for me when it wasn’t. Then, after a long contentious ordering process which would exasperate anyone, told me to ‘call back to see if it had arrived’. Huh? You’re kidding right? Next week? Next month? Whatever happened to ‘I really care about the customer experience?’ It get’s better. A day or two later, I do a store drive-​by, and the person behind the counter has no idea if the product WAS EVEN ORDERED! Finally 25 minutes later, after getting the manager involved, he ‘discovers’ the order and product in the back which had been hopelessly mis-​labeled. Jeeez! That was painful. …
The in-​store experience can also be daunting. If it’s someone young, doing time till he/​she goes back to school, prepare for the reality that they don’t know what’s in-​stock or where it’s located in the store. Product features or price points? Not going to know. Better off researching it yourself — then visit the store…
Now in fairness to the employees, I’ve noticed that whenever I’m there, they have yet another new manager and the sales people have completely turned over. Again. So, I presume they have a very limited employee training process — but that’s not my problem…
So, my advice is to do your homework on what you need, go on the EMS website to see if they carry it and THEN visit the store. I honestly would like to support EMS, because it’s a New England institution. But there are limits to my loyalty. You could just consider what my kayaking buddy does. He’s finished with EMS. He skips this Hingham store outright and drives over to another nearby outdoor retailer and avoids the hassle completely. Hard to blame him.

I have lived in Boston for 7 years and have finally bought a car for my upcoming move to Seattle! Even before buying the car, I knew my first vehicle-​related purchase must be a roof rack (after all, how else will I get my bike everywhere?!) I searched high and low, from Target to Sears and back over to Dick’s Sporting Goods in search for a roof rack system, but no luck.
On my wonderfully great day off (the weather is in the lower 40’s at the end of January), I went to my one-​month courtesy safety check up for the car and then re-​started my hunt for r-​racks. After two failed attempts, I drove on over to EMS and my dreams were answered!
The second I walked in I was assisted by the gent behind the counter (who quickly called for someone to help me out). The gingered salesman answered every foolish question I had, gathered all of my parts (which were all surprisingly at the store) and I was ready to be happily sent on my way.
CAUTION: Great customer service coming up — as I began asking about the set up and installation of the racks, he offered to do it for me free of charge (which is probably a company standard; however, he could have easily «forgotten» to offer). Furthermore, as it began to drizzle, I retracted and said I would be happy to do it later on (as I don’t want his gingered beard to get soaked), but insisted on doing it for me. Guys, this is great… now only do I have time to eat lunch at Panera across the street, I know that this is being installed correctly (and all of my lingering questions were answered in a very professional manner).
Pro tip: These guys also have a solid bike shop.
Perhaps you are looking for roof racks yourself, or maybe you just want someone to talk to… regardless, stop by this EMS.

Great customer service. Had to return an article of clothing I bought online using PayPal. Unfortunately, I was having difficulty with the credit card attached to my PP account. It could have been difficult to return this item, but the manager understood my situation and made it easy. Thank You! I also like a selection of Pearl Izuma biking accessories.

If there was an option to give not give this a star I would. I go into the store on a Thursday evening at around 7pm (mind you, I am the only one in the store at this time). There are three individuals working and I had to walk up to the register to ask for some assistance to try on cycling shoes. When I did receive help there was a simple cleat that needs to be screwed on the shoes to fit on the pedal, which was done in the store. All said and done there was about $ 100 spent. Only after three cycling classes the attachment that was put on my an associate completely broke off mid-​cycle. I call to let them know this and that I will be returning and I was told it was probably the pedal on the bike that was too tight. Come on, there has to be a better excuse. Anyway I am returning my purchase and sticking with the mom and pop bike shop with friendly and reliable service.

Unlike the former EMS store, the one in Shipyard has a bike shop. I was helped by AJ, who is in charge of the bike dept. He was extremely helpful, did a great tune-​up on my bike, gave great advice on a bike rack for my mini (even put it on for me!!). This will now be my regular bike shop.