Bentgate Mountaineering — Local services in Golden

UNFRIENDLY EXPERIENCE WITH BUYING SKI BOOTS. At the beginning of the ski season, I was looking to buy a new pair of dedicated touring boots. I saw that Bentgate had the particular model and size I was interested in trying available and called to confirm availability. I asked the individual who answered the phone if I would be able to come in and quickly try on the boots without a boot fitting appointment. She assured me this is fine, although she could not guarantee any additional services or recommendations on which boot to purchase without an appointment. I explained I simply wanted to try on a boot that was not available at any shops in Winter Park where I live.

I arrived at the shop the next day to try on the boot I had in mind. I explain the phone call with the man at the store and asked to try the boot on. He told me "I only have 30 minutes, we can do a quick appointment." I told the bootfitter that I really just want to try a specific boot on and don't want to try multiple boots or go through a bootfit. He told me "I'm a trained bootfitter. You won't know what works for you or not without me there." I asked again if I could just try the boot and he says to me "I only have 30 minutes, let's go."

At this point, I'll mention I have been skiing for 26 years, currently ski 80+ days a year, and have owned many ski books over the years. I've been fit in many shops, and have a good idea of my MONDO size and what a good-fitting boot should feel like in the shop before a break in. I understand bootfitters provide a valuable service, but I felt like this was a highly condescending encounter. While I understand why for most consumers having guidance is highly useful, this is an area I consider myself fairly knowledgeable in and am highly in tune with boot fit.

The man measures my foot and tells me that my current boots are way too big, I'm likely swimming in them, and he's unsure how I'm able to ski with them. The size he recommends would be a race fit, which is WILDLY inappropriate for a touring boot. Instead of bringing the boot I wanted to try (Tecnica Zero G). He brings out a Scarpa Maestrale. I ask if he has the higher flex version and he tells me "looking at you, you're not big enough to flex 130 pound boot, You'd ski better in this." While I'm not claiming to be Shane McConkey, I'm 5'11, 180lbs, and typically one of the more aggressive skiers on the mountain any given day and know how to flex a boot. I have broken multiple pairs of boots over the years and favor the stiffest flex available. Finally, after trying on several boots in the size the man insisted on, I was able to try the boot I wanted to try in both sizes. Unfortunately, it did not fit my foot shape, but I was immediately able to ascertain what I had visited the shop for. Unfortunately, I was late for my next meeting because of my inability to simply slip one boot on that I wanted to try.

The next day, I was able to visit another shop in Golden. I explained the models of boots I wanted try, was brought out all 5 boots, allowed to try them on, engaged in a productive dialogue with the bootfitter who answered my questions, and ended up with the right boot.

I have heard good things about Bentgate for mountaineering gear, but avoid them for ski boot purchases. Additionally, Bent Gate charges additional fees for follow-on boot work, which is free at other boot shops across the...

I bought a pair of atomic boots at the start of the 2021/2022 season to be used as primarily downhill boots with the capability to do some touring in. My initial boot fitting experience with John was amazing! He helped my husband and myself find the best boot for our goals and am grateful for his service. However, after only 25 days of downhilling (no touring yet) I was experiencing intense shin bang occurring on my left leg. I scheduled an appointment to discuss options to help improve my situation since I had exhausted everything I could do at home. During the entire time I was at my most recent appointment the person (not John but i did not catch this persons name) helping me was going back and forth between myself and another boot fit. My appointment stared at 1045am and I left at 1220pm feeling like I had gotten nowhere and spent a lot of time getting there. I felt like the person doing my fitting was not focused on what I was saying as they were trying to dial in two different peoples boots without fully focusing on my problem at hand. They suggested other liners that they did not have in stock and finally placed a shin pad in both boots though I still feel like there’s a ton of movement with these placed. If i wanted to get the liners they said I should order them myself but they would need to charge me $50 to mold, which is a little insane as I have dropped over $700 worth of gear on their recommendations already. I asked if i had a future problem if I would have to schedule another appointment or if there’s ever any walk in options to which I was told “maybe”. It was already a hassle to get an appointment (took me 5 days from when I needed help) and was not given the time of day. As much as I want to love bentgate I will be taking my boot needs somewhere else. I want to stress I don’t think this was the boot fitters fault. I feel he was set up for failure. If you can’t accommodate a certain amount of customers then don’t. My appointment would have taken 30min had someone sat down and focused on exactly what I said instead of trying to balance two different people. I hesitated to write this review as I am in an industry that can frequently run behind with appointments; however, I felt the way it was handled was poor. Bottom line is… do better with customers and help your staff out. I would continue to recommend bentgate for other outdoor purchases but I would steer clear of using them...

I was a Bent Gate customer for over 8 years. Before I lived in Colorado, I ordered from them online occasionally. I have sent numerous people into their store (not on Saturdays!). Bent Gate is the closest mountain store to me geographically, and typically carries the items I like to buy, especially those items I like to touch and feel before I purchase.

I am sorry to say that recently the customer service has been less than stellar. Their handling of my friend's recent needs has resulted in my turning to other sources. I would only buy something here if I expect never to return it, and quite frankly only in an "emergency" situation (but not on Saturdays!)

Recently my friend purchased for me, graciously, a new harness. Mine was old and ratty. She was told that I could return it if it did not fit. This was quite an investment. Later, I went to return the harness because it was too small for me (too many jelly donuts?) and the staff refused, saying that their policy was never to take back climbing gear. My friend specifically asked if it was okay to return before purchase. I was left to climb with my ratty harness for another weekend, and to eat over $100 to purchase a properly sized harness.

This happened again recently to my friend. She bought a pair of shoes, and they were defective. The staff helped her negotiate with the shoe manufacturer (notice that they did not take the shoe back themselves.) The shoe manufacturer returned the shoes, and after the 4th visit to the store, we were again turned away, despite the fact that the staff had the replacement shoes IN HAND! My friend had asked for store credit, but the staff said the manager on duty could not make that decision, and that they would know more on "Tuesday" (it was not Saturday, it was Sunday).

Needless to say, I am quite flabbergasted with the way both of these purchases were handled, and I'm happy to pass the warning along. After spending many of my hard earned dollars there, and sending numerous folks Bent Gate's way, I must turn other places that stand by their products, and have clear and consistent return policies. Also, it doesn't hurt to have business hours that work with the working man, (perhaps they should consider staying open later on Fridays, and opening their doors on Saturdays when we who work 9-5 have time to...