The last employee I spoke to said that he listens to people complaining about pain with their boots so often that, 'they (the staff) are numb to it'.
Don't spend a penny here. They care about selling you a boot and could care less if the product actually works for you. Their philosophy is the customer doesn't know what they are talking about and they (the staff) will tell you when is 'it's good enough'. That approach is universal. Doesn't matter if you buy a shell and a footbed or have the top of the line foam custom build. I have gone back to them 1/2 dozen times to get my boots right over years and they still give me pain.
I have heard every form of dismissal from this store ranging from 'keep skiing on it it will get better', 'you don't know how to ski', 'how many days are you up here anyway?', 'pain is a part of skiing' , my shell/footbed combo costing approx $700+ is 'their cheapest set-up so what did I expect from them?'.
I was at Surefoot all day (again) and had the opportunity to observe their approach with other customers. Great service when you're getting fitted. Terrible if you have to come back to have them tweaked. A woman I sat next to dropped $1,500 3 days prior and missed 2 full days skiing because the boots didn't work. Another gentleman has spent years (literally since 2013) trying to get his $1,000 investment to work with countless hours of pain not to mention of the pain of dealing with this instead of enjoying vacations... and only this week is getting refitted! Another was saying quite explicitly that his left boot was giving him pain and the sales guy was literally talking him out of it suggesting that his feet were just tired from a day on the mountain, he should ice the hot spots and soar spots, ski on the boots again, and come back.
The staff is condescending and patronizing at best and if you are woman be warned. I have not experienced such blatant chauvinism in years. My last experience in the store was so explicit that a customer that I did not know followed me out of the store to say that he had not seen anything so outrageous by any sales team and if it had been his wife, sister, mother aunt, cousin, daughter he might have gone to fists with the guy + certainly put in a call to the manager/owner (who was onsite and could care less about my experience and his staff's behavior).
Surefoot's approach is to wear you out or push you off until your vacation is over and you can't commit any more time dealing with it. They have no intention of honoring their commitment to their customers (beyond punching and stretching ill fitted boots into oblivion) and they make the process so painful they don't have to.
Go anywhere else. read more
