Gorsuch — Local services in Vail

Great Boot Fitters, but Need to improve as Communicators:

If you want the best boot fitting in Vail, I recommend Gorsuch. This high end shop caters to the expert skier who wants only the best. But beware: Gorsuch is firmly a rich, well to do, skiing enthusiast hang out. Expect to see lots of fur jackets and questionable ski fashion here. If this makes you uncomfortable, head straight upstairs to the ski shop where you'll find like minds and familiar ground. This place is truly a hidden gem.

Dano Bruno, one of the boot fitters, is a great guy, and his skill at boot fitting is apparent the moment you meet him. Most everyone in the Ski Shop is polite and relatable.

The problem with Gorusch's ski shop is that the quality there is no secret. On my first visit, I spent three hours in the shop, mostly waiting to get fitted. The shop would totally benefit from having a few more employees on staff to cater to their business.

That said, after three hours, Dano had used a custom scan device on my feet and narrowed down the fit really well. He recommended two high end Lange boots, one which was a AT/Inbounds combo. They didn't have it in my size, so it would have to be sent over from Aspen, and take a few days. Because ski boots are so pricey, I figured, "why not, spend a little more on one boot that can do two things, rather than two boots for two designated tasks."

I came back a week later, again with my two pairs of skis and Look Pivot bindings. I had brought these in the first time hoping I could get a boot fitted and my skis mounted.

Unfortunately, well into the process of getting the boot fitted, I was told by Dano and the others at the shop that my Pivot 18 bindings would not be compatible by default with these new boots, and I would need to purchase either parts to modify the bindings, or a different sole to the boots.

After getting a great fit on my boots, I took the boots home having spent roughly $1200. Not an insubstantial amount of cash.

Now this is where Gorsuch dropped the ball. I was told that the boot soles that would be compatible with the Pivot 18 bindings on my skis would arrive with 2-3 days.

I called the shop 2-3 days later after not hearing back from them. "Nope, they are still shipping, try later."

A week went by, and again I heard nothing from the shop. Zero follow up. This was when I became frustrated. I had spent over $1000 at the shop. I felt that the least Gorsuch could do would be to stay on top of this. They didn't.

I finally got through to "Billy" who I had not met before. He told me that the boots I had bought did not have a compatible sole, and to get the boots to work with my bindings, I would have to order different parts for the binding. And it would take a few more days for those to ship.

All in all, the boot fitting process took around 8 hours over the course of three weeks.

When I came in for the third, final time to Gorsuch to get my skis mounted and my boot fit to the bindings, I ran into a salesman I didn't now, who was fitting a British man with the same boot I had just bought. I asked the man if he knew about the large incompatibility the boot had with bindings. He didn't, and the salesman flippantly said "You've got to pay to play!"

THAT attitude is not ok. I have no problem paying good money for a quality product, which Gorsuch provides. However, they should provide all the information up front to the customer.

In the end, however, my experience overall was very positive. I was given a couple discounts from Dano and an apology from Paul. That's classy. It's amazing how far acknowledging someone's...

This review is not rated for the amazing collection this store has despite the fact that some of the items are extremely overpriced and the quality is no better from other stores in this class. I am rating a service I was given during my visit to this store. The associate, not the one that was actually helping me, but one that was supervising her, was very condescending, rude, and disrespectful. Since there was no price tag on the item I planned to purchase, during the checkout, I was surprised how much that item costs. I politely told the associate that the price is more than I expected and will not purchase that item. Once her supervisor heard that, she made a rude remark while I was leaving. I don't like to confront people, but I do know that I will not shop at this store again. On the way back, I stumbled upon the new Swiss store and spent $3000. At that store, I found exactly what I needed, and the service was fenomenal. I don't mind spending money for something I believe is worth the price, but being patronized by your employee just because I opted out from buying due to the price is...

Incredibly disappointed with Gorsuch’s customer service. I spoke to four different representatives regarding the same manner, and three were incredibly rude (particularly Joyce, who is apparently a manager). Two out of three items in my shipment were missing which amounted to $479 in value. I was told they checked the weight of the package so they were “sure” that they were sent and could do nothing for me because I didn’t have a picture of the cardboard box. I replaced the items on my own pending their investigation (which was never done). A discount was not even offered despite the fact that I have spent thousands of dollars in their store in the past. Gorsuch definitely does not follow the policy that the customer is always right. I was honestly appalled that not only were they not apologetic, they seem to blame me for the missing items. Incredibly disappointing from a high-end boutique where I have been a very loyal customer previously. Photo of box containing nothing but boots and catalog. Missing 2 items...