Was super impressed with the costumer service when my husband purchased his skis and bindings. Unfortunately, we had a bad experience moving forward. Came back the next week to bring my husbands ski boot in so the bindings could be mounted. Was told they would be done in two hours. Called the shop about 2.5 hours after drop off to see if they were done. Was told they were put in the pile to be done the next day. This was very unfortunate considering we live two hours away. Ended up driving home empty handed. Called two days later to see if the bindings had been mounted before we decided to drive the two hours again. This time we were told “we are just waiting on the boot to be dropped off.” Had to inform them once again that the boot had been dropped off two days prior. Thank goodness we were able to pick the skis up today after another 4 hour round trip.
Great selection. Staff are not well versed on the products. If you know what you want, then go because the prices are good. However know what you want & don't depend on staff education.
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...