Thomas K.

Partagé le 12/04/2025, sur Intersport Les Arcs 1950 - Les Cascades, date de réservation le 24/03/2025

When returning my families hired ski equipment on Thursday 10th April to Intersport Les Arcs 1950, I was not only taken aback by having to pay for a repair to one of my ski's, but more so by the unprofessional and aggressive manner this was demanded by the member of staff. To summarise: 1. On checking my ski's the member of staff stared at the ski, then at me, then at the ski, then at me (this continued three to four times to my confusion) until my wife interjected as she felt his manner was aggressive. He then went onto accuse me of damaging the ski (which had a single scratch in the base of one ski). The way this was articulated was aggressive and accusational, as though the ski was scratch deliberately. He then demanded I pay for the repair. I responded by stating I was an intermediate skier and had spent the week skiing on piste only with my family who are all beginners. At no point I can remember hitting any stones etc. I also stated I wasn't told to assess the skies upon hiring them and the scratch could have been there before. The team member again responded aggressively asking me if I was calling him a liar. Likewise I asked him calmly if he felt I was a liar to which he responded I could have been skiing on a road or on rocks (please bare in mind there was one scratch on one ski). If there was multiple areas of damage this would suggest irresponsible use. 2. The team member then went from aggression to patronising, attempting to show us ‘every ski' in the shop to evidence the state they are in when hired. I stated I wasn't interested in every ski, just this one. 3. I ended up paying the fee to remove myself and my family from quite an unpleasant situation rather than letting it escalate further. Quite an unnecessary bitter end to a fun week. I have been a frequent customer of intersport over the years when hiring ski equipment in both Italy and France, I have never had to pay for repairs when returning equipment nor in my opinion should I have to. There is always a risk that equipment will be damaged due to the piste condition(especially at the end of the season when snow conditions lessen) and this risk should be taken by Intersport, regardless of the offer of taking out insurance at extra cost. If the ski came back ruined or unusable, I would accept accountability but not for what is wear and tear. Furthermore, in all my years of hiring equipment I have never been dealt with in such a passive aggressive, patronising and unprofessional manner - this I was more upset with than the financial penalty, especially when in front of the children. As such Intersport have lost a loyal customer and can expect further negative reviews. Can I suggest some customer service training for the individual at Les Arcs 1950 Intersport. Secondly, I feel Intersport should consider if they are treating customers fairly - a single scratch does not evidence irresponsible usage and a penalty charge feels very unfair, especially when I suspect the skies get serviced after use anyway. Thirdly, if you disagree with the above, perhaps asking every customer to take a photo of the condition of the skies before leaving the shop would at least remove the element of doubt in this situation. Lastly, on a separate issue, when I pre-ordered the four ski packages I chose a more expensive package for myself as a more advanced skier. The QR code was never scanned at the shop despite me providing this, and the skies/boots provided were not of a higher standard. I questioned this and the skies were then upgraded but not the boots. Clearly this outlet doesn't follow Intersport processes.