Notes

Hi Bruno and Doug,

I was having a great experience shopping at your Saratoga store since the last few months as I was preparing for the upcoming ski season. I ended up spending close to $2000 at your store and snowbomb events and was one of your loyal customers, sending friends and family.

Today, I went to your store to return two items
1) Smith Helmets - Holt
Reason: This helmet is made up of the worst quality material ever. I was sitting beside a fire place at Northstar, after 25 mins, the helmet started heating up and melted on my head.

2) Celtec Gloves
Reason: Supposed to be dry and warm, I could feel snow turning to water and seeping in through the seams.

I went to your store to return these and exchange it for better quality gear.

Here is what happened,
When I informed the cashier that I am returning it because of fire damage, he directly called the store manager without even responding to me.

When your store manager - Jason - came, he looked at the helmet, packed it back in the box and pushed it towards me in the most condescending way and said you cannot return this. This left no room for discussion and I could not explain how I cannot use this helmet anymore since it is structurally damaged.

I told him that I felt he was being rude and disrespectful to which he just repeated we cannot accept this helmet. I asked him to look at the gloves and he threw the gloves on the table and said this has been used he will not take this back either.

His body language was the worst I have ever come across and I felt as if I was doing a crime.

I asked him for his name and his sentence was, "Jason, please leave the store now." After which he literally walked me through the door. I have never treated this way it is shameful that a member of your team has behaved in such a crude manner.

Seeing all this you lost two customers who were standing in the line waiting for the cashier to call them.

All he had to do was tell me nicely that your policy clearly says that you do not accept used goods.

I regret spending every penny at your store and sending my friends and family. This type of customer service from a "premium mountain resort company" is not acceptable, I certainly did have, "Experience of a lifetime."

I request you to look into this.

Thanks,
Achal