My ski store is offering me an exchange, does that happen often?

[Ski Luvr]

I purchased new skis and boots from my local ski store right before Christmas. The boots seemed loose in the heel, but I thought it would be okay. After wearing them about 3X I learned they're just way too loose in the heel and I'm not getting the response I need out of my skis. So, I took them back to the shop hoping they could make some adjustments.

A new salesman took my boots and said, "Your boots are comfort boots. You probably want performance." Then, he brought out (what appears to be) a pair of gently used boots, told me to ski in them and tell me how they feel. He's keeping my old boots and said we'll work out a deal if I like the gently used boots.

I left the store in shock. I never imagined they would trade boots with me. So, I never asked, if I would have to pay for this, if it was an even exchange, etc... I'll be calling Monday for sure to get the details before I ski in them. No need to explain how stupid it was to leave my boots there and take the used boots with out clarification. I'm already beating myself up over it!

But, I'm hoping you can help me with two things. The first, is have you ever heard of this before? I'm shaking my head in astonishment. I thought they'd try and make adjustments, sell me new liners or something like that.

The next question I have is, do you think that I'll be making a bad deal if I take the used boots in exchange for my boots (assuming I don't have to pay for anything)?

The boots I own are these:
https://www.peterglenn.com/pglenn/product.asp?dept_id=751&pf_id=OLYMPIA%20BEAST%2010_NORDICA&ad_id=shoppingOrder&key_id=OLYMPIA%20BEAST%2010_NORDICA&utm_source=shoppingDotCom&utm_medium=PPC&utm_term=Nordica+Olympia+10+(Women's)&utm_campaign=Shopping+Feeds

The used boots he gave me are these:

https://www.800-ski-shop.com/shop/product.asp?s_id=1&pf_id=PAAAAADHCPIJKKDG&src=ca&

The boots he gave me to try out fit SOOOOOO much better. They have some minor wear to the exterior and someone's initals on them. But, the inside seems clean, like it's new.

Any guidance you can offer is greatly appreciated. Thanks so much.

 

[Jilly]

Yours were new. I think I would ask if these boots are for demo purposes only. You paid for new boots, not used one. There will be a difference in the price of the boots and that should be all you pay. The difference between the two boots - NEW!!

 

[Ski Luvr]

Yours were new. I think I would ask if these boots are for demo purposes only. You paid for new boots, not used one. There will be a difference in the price of the boots and that should be all you pay. The difference between the two boots - NEW!!

Thank you for your quick reply Jilly!!

I never considered the fact that I bought new boots and he's giving me used ones. When I call the store tomorrow, I'll be sure to ask the guy if these are for demoing or not. If he says they're not to demo, but to keep, should I tell this guy that I want new boots and not used boots?

UGH, I have a feeling that this guy could be a jerk to deal with. Not that he was in any way today. It's just they way he said, you bought comfort boots, and you want performance boots". I feel like he thinks I'm a woman that can't make up my mind. I had no idea I bought comfort boots and that there were different types. I'm just returning to skiing after a 10 year or so hiatus.

Do you think it matters to him that I used my boots? I realized there was a problem after the 3rd time skiing in them. But, I've probably been 6 times or so. Not that the boots are beat. They're in pretty good shape considering I'll walk in the parking lot while wearing them.

This whole scenario feels really awkward and I wished that I never left with those other boots! On the other hand, if I kept my boots, I'd have a pair of used boots that don't fit right.

Thanks again.

 

[Robyn]

Did they help to fit you or did you just say what you wanted and they handed them to you?

 

[Ski Luvr]

Did they help to fit you or did you just say what you wanted and they handed them to you?

Hi Robyn! The store fit me. I tried on two pairs of boots. The first pair felt really uncomfortable in the toe box. Like it was too short, even with my heel pushed back in the boot. The salesman said that was how it was supposed to feel and then brought this pair out. I tried them on and instantly noticed they were loose in the heel and he made some adjustments and it felt more snug. Unfortunately, it wasn't after skiing in them did I realize that there's just way too much movement for me to ski properly.

 

[Robyn]

Did they ask you about your ski style, experience, goals etc? Honestly, only 2 pairs is way low to find the right boot. I think I tried on a total of 10-12 before making a decision the last round of fitting for me.

 

[altagirl]

Generally, I would expect a good shop that did full bootfitting work and advised you to select a boot to give you a replacement boot for free if it doesn't work out.

That said, my experience (what I've heard from friends using my bootfitter) has always been with boots of the same approximate value. If the new boots are more expensive, I don't think it would be unreasonable for them to charge you for the difference. So THEORETICALLY, if the "gently used" boots are of the "I used them once and returned them" variety, and did not have custom work done to them that's going to hinder the way they fit you, then maybe that is a workable deal, or maybe he should throw in some new footbeds or boot heaters or some other such thing if it seems like they REALLY fit you and you'd be happy with them.

You certainly have the right to ask for new boots that fit you though - it's what you paid for.

The exception is when people insist on a boot that the bootfitter did not recommend. "I want these because they match my jacket" or whatever and then the bootfitter is absolved of whatever fit problems arise when you choose to disregard his/her recommendations. And you also have places where you're not really doing much bootfitting, or are just buying at a discount, and that would be more than what they offer. But anyone doing "real" bootfitting should back up their work. If they put you in the wrong boot, they should make it right.

 

[altagirl]

Did they ask you about your ski style, experience, goals etc? Honestly, only 2 pairs is way low to find the right boot. I think I tried on a total of 10-12 before making a decision the last round of fitting for me.

You know, it totally depends on the bootfitter for that. My last pair of mediocre boots - I tried on about every boot in the place. And the ones they recommended (and which felt best) ended up causing me some pain in the long run and they did some mods but it never was really great - just varying from decent to very painful depending on the day.

My latest pair - I went to an extremely good bootfitter, he asked how I ski, looked at my feet and said "this is the boot that will fit you. Nothing else." He brought out one other pair for comparison, and told me it was just so I wouldn't feel bad about not doing my part in trying on a bunch of boots. And those boots he picked are PERFECTION.

The thing is, you can't always tell which will fit best until after the custom work is done, and only a good bootfitter is going to be able to pick out which painful spots are fixable and which are just a bad fit.

 

[ISki]

I never considered the fact that I bought new boots and he's giving me used ones. When I call the store tomorrow, I'll be sure to ask the guy if these are for demoing or not. If he says they're not to demo, but to keep, should I tell this guy that I want new boots and not used boots?

Getting a gently used pair seems fair in this case. The boots were used 6 times.

 

[Jilly]

I took back a pair that I had worn probably 6 times before I decided that nothing we were doing was going to work. I was careful not to walk too far in them so that the bottoms weren't damaged to much. Full refund.

 

[Robyn]

Certainly not everyone needs 10-12 and I should be clear that that was at 4 different shops but none of the shops put me in the same boots. If a fitter can get someone in a perfect boot in one try more power to them but that's obviously not what happened in this case.

What I guess I'm trying to say (and not doing well obviously) is if the bootfitter truly did a full fitting they should do an exchange with a credit toward different boots. If the boots are higher in value then the difference should be paid. Maybe the compromise is a slightly used pair so that you don't have to pay anything additional. If for whatever reason the recommendation of the fitter wasn't followed then I wouldn't expect them to do an exchange.

 

[Ski Luvr]

Did they ask you about your ski style, experience, goals etc? Honestly, only 2 pairs is way low to find the right boot. I think I tried on a total of 10-12 before making a decision the last round of fitting for me.

Yes, I told them that I was returning to skiing after around 10 years off. I also said that I used to be able to ski diamonds and squares in CT and Vermont comfortably when I skied back then. I really was hoping to try on more than 2 pairs of boots, but that's what he offered me.

if the bootfitter truly did a full fitting they should do an exchange with a credit toward different boots. If the boots are higher in value then the difference should be paid. Maybe the compromise is a slightly used pair so that you don't have to pay anything additional. If for whatever reason the recommendation of the fitter wasn't followed then I wouldn't expect them to do an exchange.

I checked out the retail on both boots and the retail prices are similar for new. I think that the pair he gave me might be a year older? I can find the ilfitting pair that I own online for slightly more ($299) than the pair in my possession right now ($219).

Thank you for your reply ISki. I think I may just take the used pair. They fit great, are easier to get in and out of and definitely taking them will be taking the path of least resistance.


I tried the boots on again and they do fit like a dream. I scrated at the initials written on the back and think that I can safely get them off. (Did I mention the boots have initials written on the back in small print?). The bottoms are in really good condition, I don't think they ever hit anything other than snow. They do have custom foot beds in it so I think I'll be happy if I can get some new footbeds in there. I'll sleep on it tonight too.

I appreciate your advice. Thank you everyone!

 

[SueNJ]

There's nothing better than ski boots that feel great and fit great. I'd be tempted to keep the ones you've got now, especially if they're close to being an even trade and they're such an improvement in fit (and presumably performance).