As a Golden resident and someone involved heavily in Retail, I have to say that Bent Gate does a pretty fine job in the C.S. department. It's unfortunate that instances exist which highlight less than ideal experiences, but lets be realistic and concede that from time to time this will happen in any retail store. I've seen exactly what my fellow Golden residents are describing, but I've also seen - and more often than not - many of the staff providing exceptional customer service.
In an environment like Bent Gate, where the employees are enthusiasts and users of the gear they sell like none other, their primary skill set is knowledge of the product with customer service being something that they must all develop. Some are better than others, and absolutely, they likely sit around and talk about their adventures. However, the bottom line is a conversation takes two people. I've always been greeted upon entering BG and told to let them know if I need any help, but I actually like the fact that they let me as a customer browse the product without someone actively trying to sell me something over my shoulder. As soon as I approach and engage an associate with a question or request they are extremely responsive and informative. While some of us would prefer that the engagement come from the employee, think about how many times you've been shopping in other environments and had to tell 4-5 associates that you're fine and don't need any help...choose your poison.
Hopefully each of your negative experiences can be overcome by the hard work of Alex and the rest of the Bent Gate team. I for one think, though they are a bunch of rock jocks
, that they provide very good customer service and well above average knowledge of the products they sell.
And my disclaimer: The Bent Gate does not
carry any KEEN product.