This is the first time I’ve ever given a review that’s not five stars—and unfortunately, it’s due to the worst customer service I’ve received, especially from a manager, at the Snowbowl Store next to the Gondola ride.
On September 28th, our group of five came for the Gondola scenic ride. It was raining and cold, but our excitement to see the mountain wasn’t dampened. As season pass holders, we visit often in the winter and were eager to see the fall colors. However, we underestimated how cold it would be that day.
The ride operator kindly told us that the store sold blankets and jackets, so we went inside. I printed our passes and purchased a blue blanket (around $20 and it just had a price sticker with no tag tied on it, it’s probably returned by someone but I didn’t give it much thought) and two jackets (around $240 total). We placed our water bottles and an extra jacket we’d brought into the large bag given to us, went up the ride, and enjoyed what little scenery we could see—it was foggy but still a nice experience. We planned to come back later if the weather cleared up.
After coming down, I remembered that we never used the blanket, so I decided to ask if I could return it. The cashier politely asked if it had been used, and I said, “Not at all, since we ended up using the jackets.” She went to ask her manager, and while waiting, I picked up a few small items for the kids.
When the manager came out, he asked, “Why did you buy the blanket?” I explained that it was in case it got too cold, but we forgot about it and never used it while feeling his judgement in his eyes. Then he said, “We are not runing a rental shop here. You know what I believe? I think you used it and now want to return it…”
I was stunned by that accusation and said, “I swear to God, I did not use it.” He replied that it was not returnable—though there were no signs anywhere in the store stating that. I, suck at arguing, walked away soon after.
If he had simply said from the start, “Sorry, we don’t accept returns,” I would have understood. I spent over $400 in that one hour between the jackets and lift tickets. I wouldn’t have minded the no-return policy for $20ish but the fact that he accused me of lying made it the worst experience I’ve ever had as a customer.
I left angry and disappointed, telling myself I wouldn’t spend another penny there. Unfortunately, since I already purchased the 2026 season pass, I’ll have to return.
Then a couple of days later I read in a holy writing that if someone wrongs you, forgive them immediately so I’ve made peace with this unpleasant experience. However, during a family dinner last weekend when my family asked about our trip and I shared the experience, they encouraged me to leave a review—so that this kind of behavior might be corrected.
To be fair, most of the staff member we’ve met at Snowbowl over the years has been wonderful. We’ve had many great experiences skiing there with our kids… But you know what they say about one bad apple… I wouldn’t wish anyone to experience what we experienced… So watch out and hope you have a good time.