OUTFITTER THAT CANNOT SIZE PEOPLE CORRECTLY, doesnt offer FULL COVERAGE INSURANCE, and DOESNT OFFER CORRECT BACKCOUNTRY ADVICE
I was last minute invited on a trip up to Betty Bear. I only have slight experience snowshoeing and boarding, but this time i decided i wanted to switch it up and try skinning with AT skis to see if i liked it or not. I was recommended Basalt Bike and Ski by a friend who said they should have everything at thier Basalt store, after all it is called Basalt Bike and ski. Because it was last minute and the trip was to start at 8:30 because everyone was waiting on me, I waited outside until the shop opened up at 8am. When the shop opened I learned it had no rental equiptment at all, very disappointing. I was told I needed to go to Aspen if I wanted to rent AT equiptment, because the other shop in the area didnt open until 9am. So i sped up to Aspen as quick as I couild to get my gear and meet up with everyone at the end of the Frying Pan road, to go on this EPIC adventure that I had been waiting for and quite honestly needed in my life. I got in the Aspen store and told them what I wanted and that it was my first time, I told them my shoe size 11 wide mens, and that I dont know how a ski boot is supposed to fit, because it my first time, but that I also was in a hurry to get out there. He put my foot in the measure device, and handed me a NEW size 27.5 set of boots, " and said lets see try this". It seemed they were already short on size options. I walked up and said it feels a little too tight, and he said that was normal as it is supposed to be more tight when its new that it will break in and be good. He told me to sign some things, and told me I needed the insurance for any "repairable damage". I signed it, and paid for it insurance and all.
I got there late and most of the group was already an hour ahead, and my friend was sitting there waiting for me patiently. I put the boots on and started off...
Immediatly my feet where in excruciating pain. I had to stop after an hour and take my boots off because my feett where so squished together from the sides that my toes were going numb. This continued 8 miles up the trail, and i fought through the pain until i reached the hut 5 hours later. I can deal with pain if need be, i understand it. I have lived a full life of many injuries. But i also have been a guide and worked at an outfitter, and understand what it takes to give thorough customer service.
The next day the same, my feet hurt I couldnt do the runs with my friends for very long, and having to switch bindings and all that with your feet constantly having lightning strikes of pain pulsing up and down between the balls of your feet is not fun..
The third day we headed out and I was very reluctant to leave, the Hut was so cozy and beautiful and i knew that I was just goign to be put my feet through hell again, and downhill skiing this time. Lucking downhill was a lot faster, so I could just ride and not have to fight uphill in the pain but it made it very hard to concentrate goin quicly through trees.... I still had to stop and take off the boots when I did bigger jumps, because it felt like i was putting them through a vice grip each time.
I got back to the Aspen store, told them my story. They said sorry and to go over to the desk in the front to settle up. I said ok, and talked to Tanya and told her my story. I wasnt blaming anyone at first, I just wanted them to awknowledge what a mistake they had made by not sizing me correctly. A size 27.5 is equivalent to a mens 9.5.... She dindt have anything to say and handed it to the guy that sized me. He was inspecting the skis and noticed a brake was broken on one of the skis. OK maybe i broke that... but I could barely concentrate and I had to go into the backcountry on improperly fitted attire from a supposedly prestigious outfitting company. Maybe the ski was already worn and torn before I got it, but i paid insurance.
WELL... the insurance only covers "repairable damage to the bottom of the skis". What a scam. He tells me that I have to either pay him about $60 and he will give me a free day on the skis, or we will just call it even. WOW.... seriously, im sorry I dont quite understand. DId he seriously just do that?
I live here in Carbondale, I may not have gear. Or have the experience. But i want to, i go to the supposed experts for advice and gear, and i get this...
the boots where horrible sized, and the outfitter didnt do a good job at addressing my needs and providing me with adequate information. For an area of high class clientele, it is dissapointed to see how quickly and slackly I was served. I understand Im not a family of 4 renting out gear for a week, I may not make the company much money. Actually me renting may cost them more than I make them. HOWEVER I AM A CUSTOMER TOO, and you have to treat every customer fairly no matter his/her/their background or value to the enterprise. read more
