Salty Peaks Snowboard Shop — Local services in Millcreek

These guys aren't worth any stars I'm afraid, due to the absolutely hideous experience we have had with them.... although in fairness this review reflects mainly the owner and not the staff.

From the start of our epic efforts to purchase a splitboard from Salty Peaks, it was a struggle. We live in British Columbia in Canada which is apparently almost impossible to ship goods to despite previous success with Voile and Gnu.... They don't take international credit cards, debit cards or money transfers so we had to open a new paypal account. Fine, we did that.... we got an invoice and duly paid it then didn't hear any more and waited for our new board to arrive. A week later we had an email apologising for the delay, blaming it on USPS being tough to deal with. We were pretty sure they just forgot it but being eager to get our hands on the board we contacted a friend who was in Park City and asked him to travel across and collect it for us.... Instead of solving any problems the communication turned from frustrating to downright bizarre. They insisted we send copies of our photo id (not sure how that would help, surely our buddy's would be more practical?!) so we emailed back and asked if we could set up a password with our friend that only he would know so they could give the board to the right person. No reply.... until the day it was supposed to be collected when we got a phone call while riding Kicking Horse saying it was imperative we send our ID showing the signature... so we did... halfway down the slopes! They never confirmed receipt of the ID so we emailed again and finally they called and said our friend was there to collect but they still didn't have copies of our ID. I emailed it again and also sent it via messenger so I could see when it was received (within minutes). The craziest phone conversation with the owner ensued during which time he switched through several different reasons why we couldn't have the board picked up for us and then moved on to why it couldn't be sent either. I have NEVER experienced such appalling customer service and such a weird attitude! Firstly he wanted our friend to pay again for the board, otherwise it could be classed as fraud.... then he said that the shipping should have been arranged by us not them (bizarre considering the apologetic emails regarding usps).... then it was too hard to ship a board to Canada (not sure why this wasn't mentioned before).... and then finally that our paypal transaction was invalid! Every time we found a way around one of his lame excuses, he came up with another! During the phone call I even took a screenshot of the paypal confirmation including the transaction number and sent it to him but he just repeated over and over that he didn't have our money. This was especially odd as before the phone call ended, he actually said ' I have refunded the total amount to your paypal account' somehow magically as he never received it right?!?! And if there was a problem with the paypal transaction, why did they not contact us a week before about it, instead of saying sorry for messing up the shipping??

It could have been so easy... it should have been so easy... yet it was unbelievably hard and his deliberate rudeness delivered in a flat monotone was incredible. I really, really hope no-one else has to go through this. We realised part way through the phone call that the owner clearly didn't want to sell us his precious Wingman split (for whatever reason) but couldn't say that outright - instead making bored excuses. We are both still full of disbelief over this whole sorry situation and I warn everyone against dealing with the miserable...

Stay away from this board shop if you are an inexperienced buyer

I bought a new Burton Custom X snowboard and Cartel bindings last week. I brought in my snowboard boot to ensure the binding fit - I wear size 11

I completely relied on the sales person selling be the board and bindings for size - I live in Florida and am a once a year rider and this was second board I have bought in last 15 years

Salty Peaks sold me a size 156 board with my size 11 boots. All sizing data on the internet, including Burton's site, indicates that size 11 boots do not fit the 156 board

I didn't realize the fit issue until I had already used the board

The email exchange between me and Salty Peeks is below.

Bottom line - I wanted and exchange for a bigger wider board - they had made the mistake.

If you are an experienced buyer the place may be okay.

Email exchange:

From me:

Hi

I live in Florida and visited one of your Salt Lake stores last Sunday.

I was bought a Burton Custom X 156 and Cartel bindings

I was sold a board too small for my size.

I had my size 11 boots in the shop and the person that sold me the board and boots used the boot to set up the bindings

When I got to Park City I saw I had huge toe and heel overhang

Why would the salesperson sell me a 156 with a size 11 boot ?

I am really disappointed regarding what happened

What can I do ? Can I trade the board in ? What are my options.

All sizing charts I have seen on line indicate that I clearly should have been directed to a bigger board

From Salty Peaks:

Hi Bob, We are sorry to hear that you are disappointed with your board. We have a few questions to help us further assist you.

Has the board been used? We accept new condition items to be returned within 1 year from the date of purchase.

When you say you have overhang, are you referring to how your feet are larger than the the board? It is normal for the toes and heel to be larger than the board.

thanks, Salty Peaks

From me:

There are a couple of issues. My toes and heels hang over the base of the board by approx. 1.5 inches

I have not seen a sizing chart on the internet (including the Burton site ) that would have put a person my size on a 156 board

The board has been used

Why would your person recommend the Burton Custom X 156 when my boot size is 11 - he had the boot when I bought the board

From Salty Peaks:

1.5 inches of overhang is well within the normal range of overhang. The angle you would have to achieve to get drag on most snow conditions is well above the normal angle of riding. As far as boot size and proper board length are concerned those two very rarely have a direct correlation, there are plenty of boards that are shorter than 156 and still fit a size 11 boot just fine. We do not feel that the Custom X 156 is to narrow although it does have a deeper more aggressive sidecut.

As far as options you have in returning or selling back the board, You can ship it to us with the receipt and we can take a look at the condition of the board and issue you an exchange for a board you feel that better fits your style of riding. More than likely because it is used we will be unable to return it for the full amount due to having to sell it at a lower price, (all based on the condition of the board when we see it). You would be responsible for all shipping charges both to and...

Salty Peaks is one of the last (if not the last) of the great Snowboard Shops. Dennis and his staff are attentive, helpful and happy to spend whatever time necessary to help you find what you need, answer your questions, or even fix your broken board or equipment. Most online stores try to replicate what can only be done properly face to face in a true shop, Salty Peaks excels at this.

Two weeks ago while on a week long boarding trip the Endo construction on the rear of one of my Clicker Stark Boots creased and I thought the boot was ruined for good. I brought the boot into show Salty’s on a Saturday. Dennis devised me a fix, found me a piece that would fix it, picked up the piece the following day, made the repair that same day and I had the boots back to ride the following Monday, Unbeliveable! As luck would have it the following Monday I broke the cable on the Boa system on the same boot. I called Salty Peaks from the lift and they said not only could they fix it but they could do it while I waited if I brought it in that evening! I did and they had me back on the slopes the very next day. I thought this kind of customer service was dead but was shocked and pleased to find a shop where it lives on. You can probably guess who I had repair the broken sidewall on my Jones Storm Chaser and who I have wax all my boards now, Salty’s, and they did and always do an amazing job.

It wasn’t until this last interchange that I had the pleasure of personally interacting with Dennis. He is usually in the back getting things done like all successful small business owners. I know the time he spent with me and personally on my behalf could not have been worth what he charged me for the work but it didn’t go unrecognized. Thus this review.

I was shocked to learn that it was Dennis personally that sold me my first Burton Board in the early 90’s at the same location they are at now, as the owner of Salty Peaks nearly 30 years ago.. It will not be the last as his knowledgeable staff is now helping my sons navigate the new world of snowboards helping them find the perfect board(s) to fill their quiver. I don’t know of anyone else or any other shops in the snowboard industry that have served multiple generations the way they have. These guys are the real deal, don’t believe the unfounded negativity that may be put forth by others.

Well done Salty Peaks!! Here’s to another 30 years of excellence in helping make our dreams of riding deep powder and perfect groomers...