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Business Profile

Ski Equipment

Rocky Mountain Ski + Sport

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Ski Equipment.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/24/2024

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    The item purchased, like all other products typically purchased, doesn't show any sign of being used in the advertisement. Unlike many competitors (pictures attached) that clearly delineate used items, this company makes little to no attempt in distinguishing between the two. Upon arrival of the product, I was severely disappointed to find that this product was used. Upon asking for a refund due to false advertisement of product, I was told I would have to pay a return fee. I would appreciate a full refund of money as I never would have purchased from this company had I known it was used seeing as the same item can be acquired for the same price new elsewhere.I'd also like to see the company not attempt to hide the appropriate condition of their equipment to prevent others from experiencing the negative shopping experience that I had.

    Business Response

    Date: 11/25/2024

    Prior to hearing from the BBB, I was in contact with this customer to provided him with a free return shipping label, and I also offered to fully refund his purchase once the skis are returned back to us. While I do understand the frustration of not knowing that they were used skis (that's certainly not something we ever want to happen!), it was listed under the product description on our website that these were used skis and we also had a used condition rating for the skis. That said, the customer did not expand the product description to see that they were used, but this is not his fault, and we take blame for it not being more obvious that they were used. We have been actively working on making the "used" notation more visible since hearing about his frustration, so it has now been 100% addressed on our all products on our website to avoid this in the future. We are NOT trying to hide what's used and new. This is the first instance in over 400 used ski purchases that have been made from customers through our website this ski season that someone has thought they were getting new skis, but even 1 complaint is too many. Like other websites that this customer has compared us to, we have a "USED SKIS" category, as well as "NEW SKIS" category (see attached),and that has existed for many years on our website. We also provide filters that allows a customer to sort by new and used equipment, and it's always listed under the product description and includes a condition score rating if its a used item. Even with those measures, I still feel like we should have done a better job communicating that it was a used item, so we intend to everything in our power to make things right for this customer.  

Rocky Mountain Ski + Sport is NOT a BBB Accredited Business.

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