Keystone Sports - River Run — Local services in Silverthorne

I am a first time skier. My group went here to rent our ski gear and helmets. The guys helping us pick out our equipment were amazing. I then went to another register to sign paperwork. Made small talk and let him know it was my first time. After I left, I later realized he didn’t offer to show me how to put on the skis and I didn’t think to ask because I was overwhelmed. Luckily someone in our group had skied before and showed me how to put them on.

After initially speaking with the paperwork guy, I was then checked out by some girl. She had the nastiest attitude! My group and I had coupons and she said, “Who is giving ya’ll these?” I told her and then asked, “Is there a problem?!” She then said people were expecting to get 20% off to which I responded, “It says 10% off same day rental on the other side…which your sign in the window states you take these discounts.” She must’ve been frustrated, but not sure why I was the chosen one to catch her attitude.

Staff needs to be coached on better customer service. I would recommend Epic Mountain rentals, which is who we went to at first. They are closer to the entrance and were super nice and helpful. We only went to this place because we had walked past it to find out where we needed to buy gondola tickets and decided to stop back by since it was...

I came to the shop to find a pin. No rentals. Found the pin, but literally could not find staff to help me check out for 10 minutes. They were busy with returns, understandably. But employees would often make eye contact with me at the checkout register, and then immediately walk away to hide or just deal with another customer.

Eventually, a rental customer brought an employee over to the checkout register for their transaction. However, the cashier ended up walking away mid-transaction. When I caught her(?) and asked to check out, she(?) just said “yeah we’re understaffed” and walked away. BUYING A PIN TAKES 30 SECONDS.

Luckily I found another guy, I think Damian was his name. He was very cordial despite being busy with rude customers. He went out of his way to come check me out, got it done quick, was very nice and apologetic with a great attitude.

But again, I HAD TO FIND HIM, interrupt him, after standing AT THE REGISTER FOR 10 MINUTES AND BEING BRUSHED OFF BY AN EMPLOYEE WHO WAS LITERALLY WORKING AT THE REGISTER.

All in all, one of the weirdest shopping experiences Ive had. I guess dont bother coming here to buy anything from their retail section, keep your business to the rental section. But thats Colorado customer...

The whole staff here is super friendly and helpful, but Christine went above and beyond to help me. I live in Pittsburgh, but I was semi-randomly in Keystone village last weekend while on vacation and serendipitously saw the insane sale that they were having on their used downhill bikes. I hemmed and hawed because I really wanted to buy a couple of bikes these for my son and me, but I didn't know how I would get them back to Pittsburgh, so I passed.

After arriving home and thinking some more, I had the inverse of buyer's remorse and had a Denver-based friend agree to pick up the bikes and ship them to me if they were still available. Fortunately a few were left. Chrisitne could not have been nicer or more helpful. She sent me photos of the available bikes in the size I needed and arranged for me to pay over the phone and find a way for my friend to pick them up. She even offered to come in on her day off for the transfer (fortunately that was not necessary). Anyhow, I am very grateful to Christine for her outstanding service... and also look forward to having fun on these new-to-me bikes.

Christine gave me by far the best customer service experience that I have had...