Ski Haus

Terrible customer service. They only had 3 pairs of ski pants in my size, which were priced around $ 500 or more… Really? Forgetting the pants for the moment, I then looked into buying a new helmet and googles. Their pricing was fairly competitive and an employee mentioned that if both were bought together, I could get 20% off with a coupon that expired that day. When I did the math, it was a good deal. However, when I went to purchase the pair, not only was the helmet out of stock, but it took the employee 15 minutes to go hunt for the goggles. To make matters worse, I was then told the 20% discount didn’t start until Dec 8^th, so I’d have to wait and come back. Seriously? Forget it!
I would rather spend a bit more money elsewhere, than have to deal with misinformed employees, managers who focus more on their dogs running around the store, and a overall lack of customer service. I won’t be back.

Terrible! I walked in to return a jacket and it took over 45 minutes. There was one person in front of me and three employees. Yet one one register opened. The other two just stood there chatting while one worker, who seem to be in training, is trying to figure out how the system worked. While this was going on, the line grew from two people to 6. The wait was about 20 minutes. Then my turn took forever because it was a cash purchase and there was no cash in register. Tracking down someone to OK cash transaction was like searching for loch Ness monster. Save yourself the trouble and don’t go near this place.

I just went to Ski Haus looking to buy gear for my kid (helmet, goggles, gloves, hat, ski socks). Although their prices were more than what I would spend if I found this stuff online, I prefer to go to local stores to get more information about gear and to be sure I’m getting the best stuff and right fit. Im happy to pay for service that I need. I walked around the store for a few minutes. It looked like about 4 employees were working there. No one asked me if I needed help. I walked right in between two employees and still no one asked if I needed help. I picked up some helmets that looked like they were for kids, inspected them for a while, STILL no one came over to help me. One employee started talking to another about what a «butthead» some third employee was being yesterday. To me, it looked like the employees here today were being the buttheads. You missed out on a nice sale of gear first thing in the morning!

I bought a pair of boots and generally liked the experience. They throw in upgraded foot beds which other stores usually charge extra for. However be very careful who helps you. Some sales staff work there to get free/​discounted lift tickets and discounted equipment. The kid who waited on me had 8 weeks of experience and was obviously figuring things out as he went. Fortunately, I’m easy to fit but if you have challenging feet or are new to the sport, ask for one of their experienced, salaried, employees. You don’t want a part-​timer learning on you.

This review is for the snowboard shop NTOB! Horrendous customer service, these kids are a bunch of rich suberbanites trying to be solo bad and cool they are just silly. First of all I’m no prude but to approach a customer throwing F-​bombs every other word isn’t the way its supposed to happen. Went there for an adjustment for a board and bindings I bought at the same location a year earlier and it was like pulling teeth to get them to look at it. Finally when I got the guy’s attention away from the girl he was hitting on, he yells that it will be an automatic $ 15 just to look at it?
Stay Away from this crap store!

You know what amazes me, how owners and upper management of ski shops just don’t get it… business 101. I remember writing a letter to the CEO of ski market, which was also poorly run, telling him that you need to get back to business basics. When I hear people say «It’s a hard business» I reply «A lot of businesses and jobs are hard, not just yours; a coal miners job is hard, a critical nurse working 16 hours in the unit is hard, try digging tree landscape holes by shovel 8 feet wide, 6 feet deep. Look, you start training your employee sin the basics of operation. Second you create a number system for people waiting to be helped, that was it decreases anxiety (will I be helped, is any one paying attention). Third, you do a walk through organizational tour of your store every single week. I can take one look at that interior and rattle off 10 changes that would add to the efficiently of this business. It’s not hard, it takes time. It comes from the top down, if your upper management and CEO are not in tune with the basics and become arrogant or let their egos get int he way, your business will suffer.

This store is open! Why is it listed as closed?
This is a great store still in its infancy. This is the third season in this location and Ski Haus is making changes daily to improve customer service and product selection.
Management is perfectly willing to hear your voice. Please contact them directly at
, attention Wayne. Tell Ski Haus your ideas and suggested changes directly to a person who can do something about it. If you cared enough to write a scathing Unilocal publicly, you should be able to back it up with directing your comments to the person who can help you. This is a small family owned and operated business, that employs over 100 people, over the short ski and snowboard season. Jobs are kept locally in the community. Revenues are spent in local businesses, and tax dollars are paid to local towns… These are all important factors to keeping a strong local economy. Ski Haus also gives to multiple local charities, including a warm winter coat drive to help the homeless in winter. More than two hundred warm winter jackets were distributed. The adaptive skiing program is a large beneficiary of the movie première run by the store each fall. This group helps people get out on the snow again after a debilitating injury.
Ski Haus is a fun, friendly, constantly adapting retail store. That cares about the communities in which it is located. If you really have something constructive to say I suggest you direct your comments to the source and make your voice heard. Instead of using a public «rant» forum like Unilocal.Employment is hard to come by and publicly berating a company that at its heart is a great company is wrong. Be local, support local business not only with your hard earned dollar but your advice.

The good news, they finally upped their inventory.
The bad news, the customer service BLOWS. Maybe this is a one time experience but I would recommend taking your ski/​snowboard tuneups to Salem. This place could give a sh*t about taking care of you. I called ahead to make sure mine were ready, showed up and waited 40 minutes for 3 kids who couldn’t have been older than 15 to go on a where’s Waldo search in the attic looking for my ski’s. Finally the cashier came up to me, asked if I was ok and told her how long I had been there. She was going to look into a refund but was then told it wasn’t their policy. She at least offered a future free tuneup which was admirable.
All in all, just show your customers some courtesy, especially when they have to drop a good amount on a friggin’ tuneup.

The Princess and I stopped by here for little more reason than the lack of quality board shops in the area. Leary due to prior reviews, I hate to say it in disagreement of all my Unilocal-​eople, but they couldn’t have been more friendly, helpful, and attentive. Our… i guess personal shopper would be the best description although he was likely just a standard employee, named Mark was helpful from Hats to boots, Boards, bindings, googles, and coats.
He took the time to answer any and all questions we had, as well as give us lots of information we didn’t even know we needed, but couldn’t do without. VERY satisfied with the purchasing side of both gear and clothes, although we haven’t had any interactions with the service side where there seems to be some problems.
All in all very happy. The princess is all geared up for winter, and I’m on my way as well. albeit this place is pricey, but it seems they’ve geared up service to match their prices. If you’re looking for great gear, stop on down.

I went to the store to get my skis sharpened and waxed. I had a coupon that had expired a week earlier. The guy behind the counter didn’t even bother looking up. He just said «No, you can’t use it because it expired.» He wasn’t nice about it at all. No wonder this place gets bad reviews for customer service!

I’m sorry the people working at this store are bothered by customers. Management should perhaps screen and supervise their staff a little. I walked in on ²⁄₂ in the afternoon to look for a jacket and goggles for my son. The youngsters at the register were to busy socializing to even acknowledge that I had entered the store. I crossed two of them as I was looking around and they just walked by. Did not even acknowledge my nod. I ended up checking out the goggles right at the register and again, not one perhaps even looked at me or offered some help. Perhaps I had my invisible shield on that day. Who knows.

Had never been there before. Bought a Groupon for tuning.
Poor service. Long line to give them my board. Took them 10 days to tune. I showed up at 5 on the 10^th day. It wasnt done. I had to wait.
As I was waiting I browsed the selection. Mostly overpriced.
Got my board back. They put a f-​ing sticker on my board. What gives you the right?! Totally classless and unprofessional.
Tune up was fine but I say avoid this place because of the service and the stickers!

Customer experience: 1 of 5
Value: 3 of 5
Competence: 1 of 5
I purchased the groupon for Ski Haus, tough to pass up $ 20 for a tuning and unlimited waxing. Had I known about the awful experience to come, I would have gladly passed and spent double the amount elsewhere.
I picked my board up on Friday, it took them a solid 20 minutes to find it. When I finally got it, someone had put a 6-​inch NOTB sticker right on top. After confronting them about the sticker, they were non-​apologetic and simply said something to the tune of «there was a guy sticking them on for promotional purposes.» WTF gives you the right to put stickers on a paying customers board without their permission? Apparently they’ve done this to multiple people’s boards, my friend got her board back the previous week with the same sticker on it.
To their «credit», the manager did come out to remove the sticker and apologize. But this experience has made me decide to not give them anymore of my business. Do yourself a favor and go somewhere that hires more professional staff.

I happened across the store through the Groupon promotion they ran about a month ago. I had a pair of ex-​demo skis that needed some TLC, so I figured I would give them a shot. I brought the skis in to get the premium tune, as well as get the binding adjusted to my boots. The store was very busy, so I wasn’t surprised when I was told that the turnaround time would be close to 2 weeks. The skis were supposed to be done on December 7^th, and my girlfriend went and picked them up for me on December 10^th. I took a look at them that night and was sorely disappointed. The edges had been cleaned up a little bit, but there was still patches of rust and burrs. The bases had not even been waxed, nor the minor cuts filled. I brought them back on Sunday and the kid manning the counter confirmed that it did not appear that they had been fully tuned. His guess was someone ran them through a machine and then they got put in the finished area. I told him I needed them this week for skiing, and that the only day I could get there (I live in Boston) was Monday. He confirmed that would be fine, he would get someone on the task first thing on Monday morning.
I came back to the store on Monday evening around 7:30. They gave me my skis back, and lo and behold, still nothing had been done to them. They rushed the skis back upstairs and 15 minutes later, they were «done». What I saw was a sub-​par wax job, and no improvement on the edges. I was pretty fed up at this point, so I took the skis and left.
I was expecting the following (per the menu of services):
Premium Tune
Minor Base Repair
Stone Grind
Hand Edge and Bevel to manufacturers specifications
Hand Edge Polish
Hand Wax with Iron
There is no way anything was done by hand. The minor base repair wasn’t even completed. Needless to say, I have ZERO confidence that my binding adjustment was done competently and will probably have to pay another shop $ 40 more to make sure I am safe when I use these skis.
I would never recommend this shop to anyone. Between the cost of the Groupon, the binding adjustment, and the gas required to drive up there pointlessly, I probably spent $ 80, and now I need to get it all done again.

Do yourself a favor and stay away from this place. Ski Haus is the epitome of horrendous service. In fact, it’s absolutely abysmal that they get away with the crap they do. When I service, I mean all aspects of it: price, value, customer experience, employees.
I’ve heard warnings from friends who have had less-​than-​desirable experiences here, but decided to give this new location a chance anyways. Here are a few things that stand out about my experience.
I brought a new pair of skis and bindings to Ski Haus in the hopes of getting it mounted in time for my upcoming skip trip (10 days away). Another reason I chose this place is because when I called, I asked how many days it would take to get skis mounted, and they told me they’d have it done by next Monday (¹¹⁄₃₀) which was 5 days away. When I came in to get it done and fill out the information, the employees were not friendly, welcoming, or even noticed that I was standing there for a good 5 minutes before someone actually acknowledged me. After they did, they proceded to ask me information about myself and my skiing ability to detemine the settings for the mount. Here’s where it gets funny. The guy was CONVINCED that I couldn’t ski.
Guy: «So what class of skiier are you? 1, 2, or 3?» (1 is beginner casual style, 2 is moderate intermediate, and 3 is aggressive advanced)
Me: «I’m a 3 please»
Guy: «Really? A 3? Are you sure? That’s the advanced expert setting.»
Me: «Yeah I’m sure. I’ve been skiing for awhile. I’m a 3»
Guy: «Oh Yeah? Well how long have you been skiing for?»
Me: «Umm… about 12 years.»
Guy: «Oh Yeah? What mountains do you ski at?»
Me: «I’ve skiied all the mountains around here, NH, and Maine and I’m going to Utah in a few weeks. Can you seriously just set it to 3, I can ski.»
Guy: «Ok I guess»
Now that that whole ordeal was over, I was given a pickup date of ¹²⁄₃ (not ¹¹⁄₃₀ like the original caller told me, whatever I guess, still before my ¹²⁄₄ trip). The guy told me to call in the day before or something to confirm this. I didn’t call in once, not twice, but THRICE. I called 3 times saying if my skis were going to be ready that day, and each of those times I was told that yes it would absolutely be ready by then.
Now it’s ¹²⁄₃ and I’m here to pick up my skis. I walk in and the same thing happens where I couldn’t find someone to help me for about 10 minutes. Then I finally handed them the slip and told them I would like to pick up my skis. Guess what? THEY WERENT DONE!!! In fact, one of the salesman tried to play Mr. Nice Guy and told me that they’ll do it right now while I wait. Im sorry, but that no way makes up for the fact that you basically lied to me three times saying my skis would be ready. When I finally received my skis, I walked out of that store for the second and final time. Congratulations Ski Haus, you have managed to lose a customer for life.
On a side note, management if you read this, you have got to do something about it. The day that I went in to pick up the skis (¹²⁄₃), one of your employees brought in a 12 pack of beer, left it on the checkout counter sitting there. When I went in, instead of helping the customers, the employees joked about getting their drank on later. This wasnt a subtle reference, they were shouting across the entire room. Seriously? IN THE MIDDLE OF BUSINESS HOURS WITH CUSTOMERS RIGHT THERE?
Bottom line is, this place is run by unprofessional and untrustworthy scumbags. I highly urge you to stay away from Ski Haus at all costs. You won’t regret it. By the way, did I mention their prices are ridiculous?

Customer service 1 of 5.
Value 1 of 5.
Competence 1 of 5.
I have had a terrible experience at the new old Burlington Ski Haus. I have brought junior (but longish — 150cm) skis for Atomic binding recall. Not only was I charged $ 40 for what should be a free service (and excluded tune up), after 6 weeks of waiting the skis were not done. Mind you, I called ahead and was told to come and pick them up, drove to the store, spend 40 minutes waiting while staff was searching for them — and not done. This repeated twice and I had to cancel a weekend skiing trip because of this. I ended up pulling the skis and driving to Nashua for fix at Ken Jones.
I also ordered a tune up on three pairs of skis — and was charged an arm and a leg, and not told about $ 10 off coupons which would have made the price more reasonable.
I brought my 12 yr old daughter who is an expert skier (riva ridge on vail, glades on jay peak etc), and is very tall (and correspondingly heavy) for her age. She needs a fairly stiff advanced junior boot of 60 – 70 flex. Boot salesmen recommended a boot, when I asked him for flex he told me it is 60. Great, I purchase the the boots, at home look up the specs — it is a beginner boot with 40 flex for teens first day on the slope. Yet another trip to the store, to return the boot.
I am never setting my foot there again — I’d rather make the trip to Ken (Proctor) Jones in Nashua. They fixed my recalled binding in 3 days for free, called me when it was done. Overall contrast could not be stronger. Do yourself a favor — drive 25 minutes up rt3 and you are in a world-​class ski shop that knows how to treat customers right.

New location same ‘tude. I checked out their first location in Wilmington before they sold. I was impressed by their selection but was surprised by their overt lack of service. Fast forward a few years and they’ve opened a new location in Burlington, MA. Great location. It looks good inside however it seems the same douchee ‘tude is present. It’s unfortunate.
I’ve worked in numerous ski shops and there are certain ones I love. That love begins with customer service. I’m not talking about a red carpet but a baseline of attentiveness goes a long way. For instance, if you’re helping a customer, I get that you’re busy. Simply acknowledge that I’m waiting by saying «Hi» and maybe when your colleague walks by ask if he can assist me.