The service staff has always been super friendly and helpful. I have had my downhill bike worked on 3 times and great service every time. I also had a good experience with the ski boot sales person. I thought my current boots didn't fit well but learned some things to mold the boot I had. Because of that experience I have come back to buy other things.
Have been in and out of this store multiple times in the past 4 years. This year has been the worst customer service by far. Stopped in for bike brakes in August, placed an order at the shop and never received a phone call to come pick them up and pay for them. Stopped in to get a BC float canister filled, waited 5 days without a phone call before finally heading into the shop to find out what was going on. Not one of the techs greeted me to ask if I had been helped and when I finally did receive help it took the techs 20 minutes to find my canister and another 10 to locate my paperwork. When confronting the manager it seemed as if he did not care and said "I'll talk to my guys." There are definitely far better local shops in town to fulfill outdoor recreation needs.
It's been about a year since I purchased my Cannondale from Round House, but my experience still haunts me to this day. I initially came in hoping to demo the bike before making a purchase. Unfortunately, they didn't have any available in my size (XL) to even look at, much less demo. The sales woman was adamant that XL would probably be too big for me anyway, and that a better fit would be a medium! Really? I'm 6'4" and typically fit right around a 62cm frame. I'd be hesitant to go down to a large, much less a medium. A couple weeks later I reluctantly order the bike (in XL, obviously) without being able to try it out first. I'm not sure if they train their shop employees, or if they just hire anyone off the street and let them go at it. But, my bike build was absolutely abysmal. The first indication of a problem was that it took the guy two hours to install the rear rack that I also purchased! Yes, I was waiting in the store for two hours for this guy to tighten a couple screws. And when I got it, the rack wasn't even on straight. It was tilted backward at nearly 30 degrees! The rack was the least of my worries. Neither the brakes nor the derailleurs were adjusted. I think they just screwed them on and expected them to work out of the box. In fact, the cable wasn't even tightened into the front derailleur, so it was obvious they didn't even try to shift it! The brakes were so soft that it would have put me into extreme danger had I attempted to ride it like it was. Their explanation was that they were new brakes and needed to be "worn-in". Yes, new brakes do have a break in period, but they still stop the bike. This was just pure negligence. When it was all said and done, I ended up redoing the entire build myself. No way I would risk taking it back for the free tune up. But, I'll give one extra star for their communication during the order...
Did not mount my skis where I wanted them to. I told them to mount +2 from recommended. They mounted them up at recommended (not +2). I have had friends who’ve gotten incorrect mounts there as well. The mount only took a day and customer service was good though
Best bicycle buying experience ever! They were so helpful and personable. They made us feel like we were the only customers there instead of the feeling of sales staff not having time for us like we often get from other stores. And they have fabulous products for every price range!