Burton – Arrabelle

Absolutely great customer service! Nick helped a ton fixing my board and had an amazing day on the slopes. Awesome shop — check out their boards and gear!

Incredible customer service. Was missing a part of my binding and Nick the store manager came to the rescue. He was able to find the exact part I needed after I had already been to three stores. He went to great lengths to make sure my vacation wasn’t ruined. I owe him big time!

I stopped in the other day to pick up some new lenses for my goggles because I was having a hard time seeing in the low light. And Nick DeRiso couldn’t have been a better help. I had many questions about high light and low light lenses that he graciously answered. I can see on the mountain perfectly now in any light!

So I go to strap in for my first run of the day at the top of Eagles nest, and my toe strap snaps in half. (My bindings have lasted 3 full winters without issues, just startd season 4 and I live in vail so they get used A LOT) Downloaded, went to the burton store and they fixed it right away. Get back to the top of the gondola, strap in my right foot and my left ankle strap snaps. Download again and once again Nick was so helpful and understanding. He not only replaced the broken strap but replaced the other ankle strap as well just in case, free of charge. So now i have almost all new straps and an extra one just in case. I was so impressed with the customer service from nick and the cheerfulness of the rest of the staff. Would absolutely send everyone and anyone their way! Nice work guys.

Shea helped me pick out new snowboarding boots and she was knowledgable and helpful. I didn’t feel like she was trying to sell me whatever she had or whatever was most expensive which is often the case at my local snowsports store. Given the expensive purchase, I left knowing I made the right choice.

After a day of riding Vail, I checked out the village. I decided to see if the Burton Store in Vail had two basic items — a rubber «plug» for the EST channel of my board and some hot wax. I do patronize local/“mom n’ pop” shops when possible, my assumption is these two items would be the one stop shop for wax and a Burton specific item.
When I walked in, there were three guys working in the store having a conversation about a customer, and they seemed irritated by «her» (eg. something to the effect she was demoing an AK jacket and didn’t return it). I was wearing my gear since I was out riding that day, and paced the store twice to try to find these two items. None of the guys greeted me or asked me if I needed help, there were no other customers in the store. During this time, three young ladies who seemed not to be riding that day came in. Immediately, one of the gentleman asked if they could be of assistance.
Ok, whatever. Since I couldn’t find either of these items, I proceeded to the front counter and stood there for at least 30 seconds looking at the guy behind the register, who was focused on a screen and didn’t make eye contact. I noticed the store manager’s business card on the counter, and it was the same name on the name tag of the guy behind the front counter/​register. After an awkward silence, I ask «What’s up?» then he acknowledges me. I then ask for the rubber plug, and he states they don’t sell them. He went ahead and got one off their demo boards and gave them to me, I was expecting to pay for a 2 pack. He then suggests that I donate to the veteran’s cause they are promoting, however I didn’t have cash at the time, and he goes to say they take credit. Ugh, ok, fine. How about $ 3 for this piece of plastic and charge my debit card? That’s what happened, seems petty.
I then ask the guy at the «demo/​tuning counter» where they have several racks of boards and ask if they have hot wax. No, only rub on wax. How does a snowboard shop that does tuning and demos not have hot wax? You have every hardgood and softgood known to man/​woman and no hot wax? Hmm.
Apparently if you are into the sport of snowboarding and need some basic/​simple maintenance items, don’t go here. They’ll favor ladies with deep pockets who want to buy softgoods.
It kind of reminds me of this:

I went to the Burton store in Vail Village looking for some help with my boots. Scott (I believe he is the store manager) went above and beyond for me. He went out of his way to help out a problem that had been bugging me for months and I already feel a huge difference in my boarding, just from his little tweaking. It was very appreciated and I will definitely be back when I need to buy some new bindings! Thanks again Scott!

I had both great experiences and jaw-​droppingly negative experiences with employees here.
But in the end, the good won out over the bad, like in a Disney movie.
If you’re in the market for a board, you can demo for up to 2 days and the rental fees apply to your purchase… pretty sweet.

This was advertised as a Flagship store but I’m not sure if they really know what that means. The store has super high ceilings but the floor space is still pretty small and the collection is limited to the newest items. It’s doesn’t have a lot of stuff and nothing on sale. Lame. I would skip this unless you were really bored in Vail. You could probably do better at your local ski/​board store.

Maybe I’m falling apart, maybe I’m growing up, or maybe Burton is just full of pretentious hipsters that I’d like to strangle. I came in to inquire about getting my boots heat-​molded, and got just that. With that, no complaints.
Staff varied. The manager was friendly and accommodating, another employee shunned my boots for being ‘4 yrs old’. I corrected her that they were in fact only ‘2 yrs old’ and I think she felt embarrassed. I disliked you. Go brush your hair.