I really like the concept of this shop and the ser...

I really like the concept of this shop and the services that they offer. The employees who work the register have always been helpful and Rob who helped me pick out skis and boots was very informative and took a lot of time to ensure that I was purchasing the right equipment. However, 3 1/2 weeks after purchasing new skis, I took them in for a wax and noticed an issue with the edge of the skis. I was told to come back the following day to speak to a manager regarding the issue, the following day I go back to the store not only to find out there were no managers working but to also have a technician inform me the issue was the result of my skiing and that the skis warranty would not cover the issue. A helpful lady who was working the register took my skis and information and would later have the owner call me. The owner reiterated the technician by saying the issue would not produce a successful warranty claim and that by processing a warranty he would be "asking for a favor" if he contacted the manufacturer asking for a replacement. Nearly two weeks went by and I had not heard back regarding the status of the claim so I called the shop and inquired about the claim, I was told by a manager that they had not heard back from the manufacturer and that claims sometimes can take months during peak season. I then proceeded to contact the manufacturer to look into the claim, they had no record of a claim being submitted and noted that claims should take no more than a couple business days to process. After getting the manufacturer in touch with the shop to gather information and retrieve photos of the skis, it was determined that there was a clear delamination issue with the skis, resulting in a successful warranty claim (all within less than an hour). Overall, I felt like I got the run around from multiple employees at this shop, not following up with customers exhibits poor customer service, employees who don't normally interact with customers on certain things should not speak on behalf of their coworkers, and excuses like being "too busy" are not valid. Especially when you want to be the "premier" retailer that they declare to be.