Reviews

We ordered a ski helmet and goggles for our daughter on a Saturday(yes realizing they were closed at that time) BUT we paid for expedited *** ** Overnight shipping to arrive on Tuesday. We were leaving for a ski vacation on Thursday. So imagine my surprise, the goggles shipped, but not the helmet. We received the goggles on Tuesday as expected, but No sign of the helmet. I called the store/customer service line. The lady stated, yes you ordered, but the store had already sold that helmet, so we moved your order(Today/Tuesday/the day I was suppose to receive the helmet) to another store, and we'll get it to you by the end of the week. After some discussion, she finally understood(I think) that we paid for Overnight shipping for a reason. She then put me on hold and called the second store to make sure they were shipping it out that day, so we could receive it by Wednesday, and then we would still be able to have the helmet for the trip. After about 5-10 minutes on hold, she came back and apologized and stated that the store my order had been transferred to, also did NOT have the helmet. It was at that time, she offered to give me a refund for the helmet and shipping. My main complaint is not that they didn't have the helmet or that it had been sold. I get that and know inventory systems and product websites may not be updated at all times. BUT, nobody at Sun & Ski Sports ever contacted me to let me know that my order wasn't coming. No calls and No emails. If I had not called them, I imagine we would have never got a helmet or a refund, because they apparently have a huge communication issue. Obviously it goes without saying, that we will NEVER use this company again.

Chantz - We are very sorry for the poor communication on our end regarding your order. We strive to create a great experience for every single customer and to be transparent, we failed to do that for you. We apologize for that. Is there anything we can do for you going forward? I do see that we have issued you a refund in full for the helmet, in the amount of $102.10. We would love to provide you with a 20% discount towards a future purchase if that is something you would be interested in. Again, we made a mistake on your order and deeply apologize for what happened. We will learn from our mistakes and will be better in the future. If you would like to discuss anything further, please email me directly at cx@sunandski.com as I will be here to support you.

My experience with Sun & Ski Sports was nothing short of a nightmare, an ordeal that not only cost me time and money but also robbed me of precious moments on the slopes. It all started when I entrusted them with my skis for a routine tuning, expecting professionalism and expertise. Instead, I was met with a series of calamitous events that seemed ripped from a poorly scripted comedy, were it not for the real money lost, frustration, and inconvenience caused. Firstly, my skis became the shop's personal rendition of a disappearing act, repeatedly lost and subject to an ever-extending series of promised deadlines that turned a few weeks' wait into a months-long saga. When my skis finally did reappear, they were broken by the person doing the tuning, a testament to what can only be described as complete incompetence on the shop's part. In brief moments of accountability, Sun & Ski Sports acknowledged their fault three separate times, promising replacement skis and covering rental costs for my upcoming trip. Yet, these promises were as hollow as their apologies, quickly retracted in a dizzying cycle of acknowledgment and backtracking that left me both bewildered and ski-less for my upcoming trip and the long-term. Throughout this ordeal, Sun & Ski Sports exhibited an alternating penchant for blaming me, despite an inspection and clear conclusion from another ski location confirming that the fault lay entirely with Sun & Ski Sports. My attempts to resolve the situation were met with gaslighting, as I was subjected to lengthy diatribes about the perils of working on old skis—a point rendered moot when it was finally repeatedly admitted that my skis were neither old nor listed as unworkable. Each interaction, whether over the phone or in person, was a masterclass in wasted time, often exceeding 45 minutes with not a hint of apology or genuine remorse. How can a business so devoid of customer service and competence continue to operate?

It is unfortunate that Josh had this experience and is not typical for this store or our company. We did misplace his equipment and had a delay in getting the work done. His skis are a 2013/14 model Volkl 75 IS skis and there was a malfunction of the binding when it was tested. The typical life expectancy of snow skis and bindings is 7 years. I have reached out to Josh and offered him a solution of: 1. I have worked directly with the vendor to procure a new pair of bindings that they had in their warehouse for warranty issues and are not available for resell. I will pay for the bindings and install and test for free. 2. I have also committed to reimbursement of his ski rentals for his trip that he has stated is less than $250. I am awaiting his response.