The Mountaineer — Local services in Town of Keene

Very disappointed with The Mountaineer. I bought a very expensive pair of ice climbing boots ($995). When I was in the store fitting them with an employee my normal size a 44 didn't quite fit well. I had significant heel lift and we tried smaller sizes. A 43.5 and a 43. With the 43 the heel lift was gone it was a bit tighter but we agreed it was the best fit. We'll I climbed about 2 pitches until my toes were screaming and i couldnt go on anymore and called it quits for the day. When I got back to the cabin I noticed there was another lacing system on the boot. There is an internal automatic lacing system and also one on the outside of the boot. I tried on 3 pairs of boots with one of their associates talking me through everything who is an avid ice climber and they didn't point out the outside lacing system. I went back and inquired about an exchange for a larger size. A manager was not available until the next day, when in the store I tried on the 44's the original boot I asked to try on and when I tried them on and ALSO did the outside lacing system I didn't realize existed they fit perfectly, zero heel lift, feet were happy, super comfortable. I talk to a manger today and they will not exchange they can give me a refund of 50% or put in their consignment store where its heavily discounted and they take 40% which would result in less than 50%. These boots are brand new condition I spent about an hour in them. I pleaded for the manager to work with me, sell them at a discount I'll cover the difference. Anything considering the fitment from their staff was a major factor in why I bought the wrong sized boot, if I had bought from an online retailer I would have just ordered a 44 and life would be good. But I try to spend my money at smaller local establishments. I'm an avid rock climber but last weekend was my first ice climbing experience which I'm obsessed on already but I went in relying on their knowledge. I've spent thousands at this store before my boot on rock climbing gear (bought my first trad rack of totems and alpine draws) purchase and considering they won't work with me on this issue at all I will never set foot in there again. I run a business and that's not how good business is done, in crappy situations like this you do what you can to...

There’s a reason The Mountaineer in Keene Valley, NY makes lists like Outside Magazines “Best Outdoor Gear Shops in the U.S.” The shop dispenses expert knowledge and service that matches its high-end equipment for all kinds of outdoor adventures — and it’s located smack dab in the middle of the Northeast’s adventure paradise of the Adirondack High Peaks. The Mountaineer specializes in top shelf equipment for backcountry skiing, climbing, hiking, and other adventures. Real-life testimonials on drool-worthy posters adorning the walls bear witness to far-flung and local adventures that have been outfitted on site; these offer all you need to know about the shop’s authenticity. I made the drive down from nearby Lake Placid — which, incidentally, has its fair share of quality outdoor shops — because I was confident the speciality knowledge I would find at the shop would make the trip worthwhile. The staff is very approachable, without some of the ego-trip attitude that can sometimes (OK, frequently) be found at similar speciality shops. Charlie, the owner, who was on the floor at the time of my visit, easily guided me through appropriate gear choices for a first foray into telemark skiing. No oversell, just open-minded advice targeted towards my needs. The shop oozes a core, inspiring mountain vibe that makes you feel like you started your adventure even before you leave the premises via its rope-handle wooden front door. Will definitely be back and am happy this shop exists in the place...

October 2012: Extremely well equipped store. They actually have the gear you want and need for the Adirondacks and not just the shiny new gadgets you see in magazines. Amazing selection covering multiple activities: hiking, rock, ice, skiing, camping, fishing, etc., etc. Do not overlook the second floor! Very patient and helpful staff. Chuck is super. Holly, tall with blond hair and dreamy eyes, is great. They have a little clearance shop down the street. Don't confuse the two locations. Interesting collection of climbing pictures in the restroom.

November 2012 update: They seem to always have well stocked clearance racks. Ask Holly for her Clif Bar recommendations.

December 2012: Still just as good. Well staffed with experienced climbers. Well stocked with gear that you actually need.

March 2013: Still excellent. I bought a pair of mountaineering boots and crampons. Jeremy spent at least 90 minutes with me to find the right size and then to mold the interiors. Fantastic sizing advice, complete inventory in all the whole and half sizes. Large selection of brands and models. I was told that Nick is the climbing buyer. Holly was still there. I did not see Chuck...