Elk River Snowboard & Ski — Local services in Marlinton

Terrible customer service, especially Thurston. Was there over Thanksgiving and noticed they had the Jones snowboards for demo in my size. I spoke to Gus, who told me they were not currently demoing but would be when i was there 12/12-12/16. He asked me if i was aware on their online Ridesnowshoe option for reserving the board and encouraged me to use it. So i did. I reserved a Board for 12/13. $10 reserve fee. That day due to no slope access to Elk River i had to take a bus up the mountain from the village to get it. When i got there i was told to speak to Thurston. As i told him what i was there for, he cut me off, saying no demos due to snow. (I was out the day before, no patches, no rocks and Ive snowboarded for 29yrs, 50 days last season). There was no reason to not demo. I questioned as the app let me reserve, i had paid fees, etc…. He again cut me off, saying ‘we care about our equipment and we cant notify everyone to cancel’. Never offered an apology, only attitude. I told him i had paid money and what about that. His response was ‘you didnt pay for the demo, you paid $10’? Ok…well i paid something for nothing and rode a bus when i couldve made rope drop. Been going to Snowshoe for 29yrs. Elk river wont see my or my friends business anymore. I love snowshoe and its a shame they are representing this way. Apologies go a long way. Just terrible...

My husband and I rented skis here on a trip to Snowshoe over MLK weekend. The service when we picked up our skis on Saturday morning was great. We even remarked to our friends how nice and helpful the staff were. However, when we returned to the store at the bottom of the mountain to drop our rentals off on Sunday, we had a staff member who was extremely rude and abrasive. My husband's skis were returned with scrapes on the bottom - something we were not aware of. The staff member called us over to show them to us, saying multiple times "This is what you get for not paying attention to where you're skiing. You were skiing over rocks, and this is what you get. I'll make you pay for all of it." We agreed to pay the fee he charged us ($84!) after he continually mocked my husband and told him he was a careless and irresponsible skier. We are completely unaware of anytime we might have skied over rocks - we were on the marked trails the entire weekend and the snow was great! We were really turned off by the attitude of this employee and were very disappointed in the service at this store after having such a positive experience initially! I do not recommend this store at all if you want good customer service and don't want to pay double the cost in the end because your skis have...

Elk River Snowboard and Ski is a top tier business. Their product selection is first class, facilities are excellent, and services include everything you need for a day on the slopes. They have quality tiers for every budget. On top of that, they have very accommodating hours, and their customer service is outstanding. We signed up for the delivery and pick-up of our rental equipment but were late due to weather getting up the mountain to meet Thurston for our scheduled delivery at our condo. Thurston was very understanding and despite his busy schedule and the inclement weather, waited for us to arrive and accommodated us anyway. He was very kind and patient, making my family and me comfortable as he sized everyone up for their gear right there in the lobby. I visited their shop before I left, interacted with many of the staff members, and everyone there was helpful and kind. 5 stars, they are my top choice when going to Snowshoe and have my highest recommendation to anyone...