Just had a customer rock up in our shop with ski boots he has been skiing in for 2 years, came back and says he got sold boots too small for him (they are a size smaller than what he should have) and wants a complete refund, but has skied in them for two seasons, and doesn't have proof of purchase. I was thinking he should get fucked but my manager is going to look into it for him, what would you guys do? lol
"boot fit guarantee warranty"
- Thread starter Samp20
- Start date
onenerdykid
Active member
As an ex-shop manager, even if he had proof of purchase, he would not be entitled to a full refund- the window for a cash refund is long gone. But, in a world where everyone shops online, your shop should be happy he is simply back in your store. Make the most of this situation and give him store credit or new boots or a deal on new boots. You guys should definitely explain how boot-fitting works and that he should come in sooner than later for adjustments. It will be to his benefit and your benefit to make this work out.
skiP.E.I.
Active member
To give the guy some leeway, maybe he only skis a few days a year. What shape are the boots in? Two years worth of skiing for some people is only a handful of days on snow.
Often people expect boots to be uncomfortable too, so they will tough it out thinking it will get a little better, not realizing that comfortable ski boots are an option,
Often people expect boots to be uncomfortable too, so they will tough it out thinking it will get a little better, not realizing that comfortable ski boots are an option,
JAlps
Member
I would do everything I can to help him out. The key thing to ask is how many days he is skiing in a season, because if its less than 10 after 2 years the boots are MAYBE just starting to pack out. Before offering any kind of an exchange/credit/deal etc. I would do everything you can to make the space he needs, as long as they were fit decently they shouldn't be too far off and could just need a toe punch/zeppa board grind/etc. If it's obvious that the boots were fit very poorly and there is nothing you can do to make them work that's when I would pull the manager in and see what can be worked out, usually with these types of customers I make sure to sit them down with whoever is the strongest and most personable fitter in the shop because ultimately the service is why he even walked back in the door in the first place.
broken_skier0
Member
Are they really too small or does he think that? Most people buy boots too big. You can't make boots smaller, but you can make them bigger within reason. Could boot work fix his issues. A complete refund sounds ridiculous.
.nasty
Active member
This is a situation where I wouldn't even mention the word "return" or "refund" until you've sat down with him in your boot fitting area and try to work on a solution. Sometimes even if one cannot be achieved, the customer is stoked that you spent so much time with them that they won't try and make you return them as they appreciate your hard work. Promising too much or too little without sitting down with them and conversing about the situation can be the big downfall in the approach, just work with people and most of the time they will be happy.
14181277:.nasty said:
Agreed, one of our guys did sit down with him at the time and sized him up, he measured 27.5 and the boot he'd been given 2 years ago was a 26.5 and he probably needed a wider boot than he was given too. Update on this was we offered to do the work to stretch the boot but he is still saying he wants a full refund.. and still has no proof of purchase.. I get the boot was too small but why ski in them for 2 seasons then? He says he's done about 20 days over the 2 seasons but the boots look a little more thrashed than 20 days. I dunno, I think he just wants new boots for free, not sure what management will do yet lol.
