Surefoot — Local services in New York

I purchased my new boots and liner at Surefoot Breckinridge for $1,900 including heaters which I thought was way overpriced but I thought I would finally get the perfect custom fit. The boot fitter was very nice and seamed knowledgeable so I trusted his judgement. As soon as he put my foot into just the outer shell of the ski boot I told him it felt too small. He insured me that once the liner lifted my foot off the bottom of the boot it would fit properly. He put me in a size 29.5 which equals a size 11.5. I always wear a size 13 shoe which equates to 31. I was not familiar with the size conversion at the time. I had to have the inside of the boot carved out 3 times (3 visits) to accommodate my foot. I could not walk to the lift in the boot due to crushing pain. My metatarsals were crushed on both feet to the point that I could barely put pressure on one foot and couldn’t ski the following day. My toes were crushed in the boot enough to cause two toe nails to turn purple. The shops were so busy at other mountains I had to drive back to Breckinridge to have the adjustments which was very time consuming. Also the expensive heaters didn’t work well. I had one on high and one off to see if I noticed a difference. I couldn’t feel any heat and my toes were colder than my previous boots….that may have been because my feet were crushed in the boot. I was also looking for a boot that was easier to get on and off. They were extremely painful to get off. They called it a shark bite which I had never had an issue with previously. Due to the size difference in my boot the bindings also needed to be remounted for $80. I was so disgusted with paying that amount of money and being in so much pain. When I brought them back the last time, a different boot fitter said I was exaggerating. However, I rode up the lift with another person who had a similar experience and overheard another conversation the last time at the shop with another person complaining about the same thing. I told the boot fitter I wanted my money back which fortunately he did. I never thought I would be so thrilled to get back into my old boots. They were so much more comfortable. See attached pics of my foot and the difference in size in the black...

Frustrating Experience with Surefoot NY

I recently had the opportunity to utilize the custom ski boot service at the renowned Surefoot NY store, expecting a significant improvement in my skiing experience. Since I started skiing, 15 years ago, I always dreamed of doing/buying a Surefoot boots!

While the location and equipment on offer were excellent, and the staff seemingly knowledgeable and experienced, my experience ended up being disappointing and far from satisfactory.

The main issue lies in the team's approach: despite their vast expertise, I found their service to be somewhat arrogant. They appeared to completely disregard my concerns and feelings regarding the fit of the boots, especially concerning my left foot. Even after expressing doubts and requesting adjustments similar to those made on my right foot (getting rid of the hard parts of the boot tongue), the response was always a dismissive: "You need to go up the mountain and see how everything fits perfectly."

After investing nearly 2,000 dollars (800 USD for the boot, 400 USD for the custom sole, and 600 USD for the personalized fitting) and 10 days of testing on the slopes, the result was extremely frustrating. While one boot seemed to fit perfectly, the other—precisely the one I had concerns about—caused discomfort and did not meet my expectations.

Given this scenario and considering the high investment made, I am dissatisfied with the service provided by Surefoot. Moreover, I reside in a country where there are no Surefoot stores, a fact that was repeatedly communicated to both the salesperson and the manager, without receiving due attention.

I would kindly like to request a refund of the amount spent on the fitting (approximately 600 USD) as compensation for the unsatisfactory experience and the inconvenience caused. Attached to this review, I am sending a photo of my left foot, highlighting the issues encountered.

This experience underscores the importance of a service that not only relies on expertise and reputation but also values and respects the concerns and feedback of customers. I sincerely hope that Surefoot can reconsider its practices to prevent future customers from undergoing the same unpleasant situation...

So, I called Surefoot (NYC) And was told by "John" that a custom orthotic footbed and custom heated boot liner would be about $660. Not bad, I thought. Drove into Manhattan, had to pay for parking. Had an 11AM appointment. Made sure I was there on time. "Bob" decided to show up and open the store at 11:15. Things happen. First thing Bob did was to try to tell me my shell had to much volume for my foot and leg. Wanted me to look at one of their shells (for an additional $300-350). I opted to stay with my shell, thank you. BTW: I heard him doing the same thing to another gentleman who came into the store after me. And this gentleman was twice my size. Back to me. Bob confirmed, that yes, the footbed and heated liner were about $670 (no big deal on the $10 difference). I decided to go forward with the fitting. All went well during the fitting process. I take my boots to the register and find out that the heated liners do NOT include the price of the batteries (first I hear of this). In shock, I ask " well, how much are the batteries?" Bob tells me $385!!! Would have been nice to have been told that prior to agreeing to the footbed and liner. So, Bob tells me "you don't have to take the batteries". Well, that was a big part of me buying the liners. So, I get socked for $1,150. Moral of the story? Stay far, far away from Surefoot. Very shady...