Eastern Mountain Sports

Walked in, no one greeted me just kept talking to each other, went to look at shoes, no one came or asked me if I needed help, and as I was walking out I walked right past an employee - we looked at each other and again not even asked if I needed help or greeted. Not friendly or helpful location.nSkip this train wreck as it is not the EMS that I remember fondly.

Went to return a defective product.nThe general manager was very kind, however the interaction leading up to speaking with the general manager was less than ideal. When the manager of a store talks down to you in front of other customers it is quite a deterrent. We have been going to EMS for quite some time and have spent a decent amount of money for the products, to have a member of their management team speak down to you is beyond infuriating. Management should have the skills necessary to deal with aggravated or unhappy customers and not escalate the situation. There should be proper training for a higher position! We have been customers for years and have only tried to return 2 items, so this is not a normal occurrence for us. When a customer tells you that they will not be returning to your store you as a manager do not tell them GOOD! Now let me include, that their was no yelling, screaming , cursing or name calling. Just an unhappy stern I shall not be returning. If EMS has any respect for their customers and does not just blindly follow their employees I would hope they will think about making sure their perspective management team having the proper training and skills to deal with the ones who provide the income that provides for them to have a job. If she (Manager) had a hard time dealing with a small issue such as mine then I am concerned for her treatment on much bigger issues.

The new location next to Bobs in Waterford is small and overloaded with mediocre gear and disinterested sales staff posing as knowledgeable outdoor gear people. I’ve been really disappointed at the blow offs by three separate staff when I was looking for decent climbing gear, a paddle for a SUP and rain gear. I work in Providence so hitting REI in Cranston is becoming much more appealing and a much nicer store with bikes and other things EMS no longer can handle. Sad. I used to love this place.

Awesome service. The people who work there are very knowledgeable and will help with any and all your needs. Great assortment of gear as well!

Easy to exchange a Birthday gift that was the wrong size. Very friendly and helpful staff.