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April 2024 by Anita N.
The customer service team is rude and doesn't care about customers I would not recommend buying from Gorsuch If I had the time and energy I would sue them as they misguide customers
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March 2024 by Marie C.
The service is terrible- with the elderly male salesmen being especially inattentive and rude. The selection is good very high end but a lot of the merchandise has a ridiculously unwearable Swiss alps/heidi vibe. Do not go here looking for value - it's an expensive store.
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February 2024 by Tara F.
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!
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January 2024 by Aida B.
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 disrespectful.
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November 2023 by Nancy B.
I called to order an item that appeared in two of their catalogs. They told me the price was $ 500. More than what was listed in the catalogs. Not right!
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March 2023 by Anne C.
I bought my ski coat from Gorsuch online a few years back so I thought it'd be fun to check out the store in-person. My adult daughters and I wandered in last weekend and found the store was basically empty. There were 2 young employees lounging on a chair near the door, chatting and looking at their phones. Another couple were near the back of the store. Not one of them looked up, asked if we needed help, smiled, or acknowledged us at all. For such a high-end establishment, I was shocked at the awful customer service. Happy to take my business elsewhere....
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January 2023 by Bryan V.
My family and I walked into the Gorusch store at the four seasons tonight. The sale attendant working at that time failed to greet us and offered to help us. To be fair she did make an effort to answer our questions. Better customer service is expected at an establishment that sells high end products.
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November 2022 by Shari S.
What I love about Gorsuch is that EVERYTHING they carry is of the highest quality, from clothes, to home decor, to accessories, to ski outfits. I especially like the cozy yet glamorous home furnishing area in the lower level. It's all very high end and consequently the prices reflect that but their merchandise is luxurious and special. Stop by and see for yourself!
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October 2022 by Sachi S.
Went to get insoles for my boots. They did a great job on insoles. They offered to bump out my ankles. They bumped them out once, and I asked to bump out a little more on one boot. They got frustrated and said "I'm not getting paid for this" and bumped it out all the way to the maximum. Now the boots don't fit well and they are ruined.
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June 2022 by Carolyn W.
I sent Ms. Macarthur, who I was told was a buyer at Gorsuch a kindly-worded e-mail to tell her about the Sugarica Cookies' Wholesale Division along with attachments of some lovely cookie selections available to luxury retailers in the United States. I did not hear back from her so I sent a follow-up email and left a voicemail just in case my emails had gone to Heather's spam box. We I have a condo in both Vail and at the Post Montane in Beaver Creek. Yes, we have a place right across from the Gorsuch store. Just a month ago, we stopped in the Vail location to see if the Bogner womens ski suit I wanted was still available. We were ignored by two saleswomen who were seated in the store having a conversation among themselves. With this in mind, we have called and asked that we no longer receive your catalogues and we bought the ski suit for $500 less from a different retailer online. We'll be sure to tell our friends and neighbors about the lousy experiences and the way we've been snubbed by Gorsuch.
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April 2022 by Bruce F.
My family and guests staying with us in Vail Valley where we live 4-5 months a year dropped in for a visit to discuss an issue with a product (a decorative candle) purchased at Gorsuch (Vail location) that we believe may have had a design flaw that caused the candle to catch fire. Although my experience in the store conveying the issue to the manager could have been better, it was eventually escalated to Gorsuch's Director of Operations and then to Renie Gorsuch, who co-founded the store with her late husband, Dave. The Director of Operations was very accommodating and helpful, showed sincere concern about my experience , and wanted to be as cooperative as possible in terms of sharing my experience with the vendor (manufacturer of the candle) to further investigate the candle's design and materials. I received a beautiful wooden and pewter serving piece as a goodwill gesture, which was much appreciated and as a sign of encouragement, that Gorsuch is trying hard to retain customers, instill a culture of friendliness among the store staff, ensuring customer satisfaction, and meeting the challenges of a labor shortage. Thank you, Gorsuch!!
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February 2022 by Original R.
Some of the worst customer service I've ever experienced. I can't speak for the whole staff but the two middle aged white guys who "helped" us were extremely rude. When I didn't like the $1000 boots they were trying to sell me, they insisted that I was wrong and they wouldn't sell me any other products since "it's their job to know what I need." They ridiculed other customers for not knowing small technicalities and had a horrible attitude the whole time. Never ever ever shop here
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February 2022 by Julie K.
I can't say enough good things about the service we received here. We had made a reservation to rent skis at vail sports and were disgusted by the skis they tried to give us. We ran to Gorsuch to see options. They were amazing. So friendly, patient and understanding. They did everything right including finding us skis in great condition. All the guys were amazing especially Connor and Adam!
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February 2022 by Lynne H.
I have been shopping for years at different stores. I usually work with the online customer service people who try hard but no one keeps up the website as you place your order as it is on the site and then you wait only to be told the items are no longer available. This happens EVERY TIME!! Do not waste your money or your time giving this company anything as they don't tell the truth and provide a BAD client experience...no follow up, lots of turn over and frankly they don't seem to care at all. So I will save a lot of money now thanks to their lack of service or integrity.
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January 2022 by Karen W.
When I am in Vail I like to stop in Gorsuch to shop. I went in today with my family and my sons were trying ski coats. There were 3 people working in that department, however not one acknowledged us or asked if they could help. My son wanted to try on a jacket that was on the mannequin so I asked a lady where we could find those jackets. She was not happy having to locate the jacket for us, She pulled out the jacket and laid it on the chair and walked away. She never talked to us. It seemed that we were not worth her time. We were in that department for at least 45 minutes. My one son found leather gloves to purchase, so I went to the ski rental desk and a nice guy helped us. He was super friendly and helpful and chatted with us about our hometown. My other son wanted to try on a ski jacket so we went back to the mens department again. He found the jacket and was trying it on. Again, no one acknowledged, welcomed or even looked at us. So Ww were trying to find a price tag but could not.. I go up to the desk to ask the same women for the price. She found the price and abruptly showed me then went back to doing whatever she was doing. Apparently Gorsuch does not need the money so customer service is not part of the hiring process. My money is just as green as everyone else's so I am not sure why we are always ignored. It is so disappointing to have this terrible experience. I guess they cater to an elite group and I am not in the club.
