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Why would anyone go to Summit Hut.

DanaDavis · · Unknown Hometown · Joined Apr 2011 · Points: 0

Thanks for your support Brigette, Dallen and Mike!

Mike, I am the new owner and the Summit Hut is happy to provide freebies for Beanfest. (No sucking up necessary!) We are more than happy to loan you tables for the event as well.
-Dana

1Eric Rhicard · · Tucson · Joined Feb 2006 · Points: 10,101
Brigette wrote:Why would anyone shop at Summit Hut? 1. Because they ARE local. 2. Because they employ local climbers. 3. Because they contribute to every cause and event that they're asked to (the Cochise Cleanup, Beanfest), even the last-minute ones. Who here went home with some free gear this past weekend? (Hand raises.) REI told us to piss off when we asked them to contribute to the Cochise Cleanup, because we're not a 501(c)3 non-profit. REI won't contribute to the local community unless they can write it off. 4. Because they give us opportunities to get together as a community. Who here went to Banff? (Hand raises.) When's the last time REI brought something like that to town? 5. Because they donate money to local charitable organizations. Remember those big checks they gave away at Banff? 6. Because they give awesome discounts when you buy multiples of expensive climbing gear items. 10% off when you buy 3 or more items of active pro, 10% off when you buy 6 or more carabiners/quickdraws, etc. REALLY helps to keep the costs down when folks like me who're just building a rack try to get started. 7. No shipping. 8. No return shipping. I'd imagine that, since Summit Hut was just sold to a long-time employee (I guess that "not-so-hidden policy" didn't apply to everyone), things will be changing somewhat for the better in the employee hiring/retention department. For some people, nothing is ever good enough; they'd find a way to complain about winning the lottery. Know anyone like that? (Hand raises.)
Well put Brigette.

I buy almost all my stuff at Summit Hut. I have shopped there since 1981 and will keeps shopping there. I know it is sometimes more expensive but it is a locally owned shop. It has employed dozens of my friends over the years. Their wages and the money the owners make by running a profitable retail business stays in the community. If it doesn't stay profitable we will not have the ability to stop on the way to or from climbing to get chalk, draws, cams, etc. We will have to go home, order it online, get the wrong size, send it back... I like the ability try clothing and shoes on before I buy them. I will pay the relatively little extra for the convenience.

Salespeople hitting on customers. Probably true. Customers hitting on sales people, never.

Is Summit Hut perfect? No. What business is. The fact Ryan and Dana have come on to explain things is great. I think if you have a problem with anything at Summit Hut ask to talk to a manager and if you are not getting satisfaction ask for their manager.

These folks want to stay in business it is in their interest to listen to you.

This store is not a big faceless corporation. They cannot afford to eat the cost of returned items as REI and others do. I have found them reasonable. I know going in that I will not be able to return climbing gear. If I buy climbing shoes I do not like I give or sell them to friends that like that shoe.

As far as knowledgeable staff goes I think they do a reasonable job. I am sure they could tell you what their training includes. But hey these are retail sales people. Most are not going to be there forever so they are not going to give them a college degree in everything the store sells.

I will continue buying my gear there and I hope you do too.

Eric Fazio Rhicard
Derek Doucet · · Unknown Hometown · Joined Apr 2010 · Points: 66
DanaDavis wrote:I tend not to write posts on forums but there have been some questions posted earlier and at least one person asked for clarifications so… The Summit Hut does in fact take back any gear (including climbing gear) for any reason as long as you have your receipt (that way we know it was actually purchased from us.) We do not get credit from our vendors for this returned/used gear and we just accept it as a loss. Climbing gear returns are often destroyed because we cannot accept liability of something being wrong with it and in no way wish to resell used or tested gear. It would be great if we could gift it or donate it to an organization or individual but we are worried about the potential liability (although we are looking into liability waiver to change that.) As for repairs, yes, if you own the gear for awhile and have had good use out of it, we try to repair it first as it helps prevent filling the landfill with unnecessary waste. It also helps us keep prices in check by not accumulating as much loss from giving away new gear. Certainly though, we will uphold our policy if someone has their receipt and they are unable or do not wish to have their item repaired. The Summit Hut may not be the shop for everyone and I totally get that but we do try hard to provide good service and products to Tucsonans and our customers on-line. As a locally owned retailer we feel strongly about giving back to our community by donating gear, money, and our staff’s time to various causes and local organizations. We may not be the best in communicating everything we do (this weekend we will participating at 3 local events) but out community, our customers, and our employees are the part of our culture that makes us who we are. I really do appreciate reading comments on these forums- it helps us determine how we can improve- so thanks for the feedback and I hope this clears up some ambiguity out there. (And for those of you that do shop with us- thank you!) Dana Davis Owner, Summit Hut Ltd.
For what it's worth, I visit Tucson with some regularity (most recently a few weeks ago)and have had uniformly courteous and friendly customer service at the Summit Hut.
ryan dillon · · Tucson, AZ. · Joined Jul 2008 · Points: 325

For what it is worth, I have had many positive experiences with the staff and store also. I suppose it just all depends on the day or mood of the associates that reflects on their service. But this happens at every store. I am pleased to see that Dana has posted up to peoples concerns and opinions. With leadership like that good things are sure to ensue.

dale polen · · arivaca, az · Joined Jan 2008 · Points: 95

Some good points. Thats why I have always shopped there. But the return policy is still bad. Once again too, I thought the staff was friendly and courteous, I just thought a couple people were not as informed as they could have been.Just didnt like return policy, and I am not the only person who thinks this. Im just the one starting to say something.It has nothing to do with rei. I have experience in theses matters and know it can be better. There are plenty of small business's with better return policy's.They hire local people as well. some of them actually make their own goods.. such as webbing, clothes, jackets and other climbing and hiking apparel. Thats why I had mentioned Wild Things. A New Hampshire company That makes all its apparell. They hire American workers to produce American goods. Not Chinese...Something to think about. Maybe a good direction for Summit Hut to take as well. Become a local business that sells local goods. Dont just sell the same crap REI sells. Maybe even put feelers out for folks to make you some products to sell. I would gladly pay more money for a chalk bag or back pack that was made local, or even in America. This wood be a great example for all Tuscon small business. Thanks and sorry about the rants, I am outspoken dork sometimes but hey so are the rest of the losers who post on the internet.lol Damn I cant believe i do this.

Zak Farmer · · Unknown Hometown · Joined Oct 2009 · Points: 5

Dale, I am trying to understand better the issue you had. It seems that you purchased an item that was defective and when you went to return it you were required to wait while The Summit Hut had to send it back to the manufacturer. You claim that this is unacceptable and that you would rather deal with an online company. Is this correct so far?

If the same thing happened say if you purchased something from backcountry.com they would be unable to just give you a brand new product that same day so I am not really seeing what your issue with the store is. To state that the customer should never be inconvenienced by the store seems to imply that you blame the retailer for the fault of the manufacturer. They are at the mercy of manufacturer policy and if anything you should be directing your frustration at the manufacturer of the defective product.

On a different subject, growing customer "entitlement" seems to be a wildly growing epidemic (perhaps supported by the growth of internet rant forums. I highly doubt that The Summit Hut was trying to shaft you in any way and to take the initiative to go online and try to destroy the image of what seems to be a fairly reputable retailer seems hardly the adult thing to do when something "doesn't go your way". Seems pretty childish to me. I understand that your experience may not have been up to your expectations but your approach is not a very appropriate one.

How someone treats you is their karma, how you react is yours.

dale polen · · arivaca, az · Joined Jan 2008 · Points: 95

You make no sense. Customer entitlement? I wish I was your mechanic. I could mess up your car and not be responsible for it at all.I could install parts on your car, and when they brake, say" Uh, yeah its going to be a few weeks while I get my supplier to warranty this. And yes I could get the same service online. Thats my point.Local business should be local.Childish, ha,I tried talking to the business about it, but got no where. So here I came. Stand by what you sell, thats all Im saying. take care of the customer while he is there. Now I have to make several trips to Summit hut to get my item back. Wait that costs me money. Wow this item is getting more expensive all the time. I lose money all the time because of faulty parts that have been installed. So what do I do? I keep my customers happy, by taking care of them right away, especially the ones who are local and I know, mainly because Ive introduced my self and tried to get to know them.Customer entitlement, Well yeah I demand service when I pay for things as so do my customers.Lol, customer entitlement lol, ha,ha,ha,ha,ha,he,he,he,he.

dale polen · · arivaca, az · Joined Jan 2008 · Points: 95

I think the most Un-American, American's are those that try to squelch, the right of a citizen to speak out against a policy which he or she disagrees with. These are the real traitors. The ones that betray the bill of rights and our freedoms in order to discourage any type of public criticism.LOL

NC Rock Climber · · The Oven, AKA Phoenix · Joined Dec 2009 · Points: 60

I have hesitated posting on this thread, but the last post pushed me over the edge.

Dale, your initial post is, at best, vague. Your subsequent posts do little to clear things up. You are pissed off at Summit Hut. That much I get. It has something to do with how they dealt with a return. Beyond that I have no idea what happened.

Without details (what you purchased, what was wrong with it, exactly what happened when you brought it back to Summit Hut), your post holds no value for me. Like I said, all I know is that you are upset.

My experience with Summit Hut over the years was very positive. In the 90s when I lived in Tucson, they were my source for gear. While living in Japan, they more than once helped me to select big ticket items over the phone and shipped them to me at a reasonable rate. A lot might have changed in the last 10 years since I traded with them regularly, but in the past these guys always treated me really well. The post from the new owner indicates to me that little has changed...

Back to the point; provide some details. You might have a valid point. You might have been screwed or you might just be whining. I do not think that anyone can really make a judgement until you give us some more specific information.

George Marsden · · Unknown Hometown · Joined Oct 2005 · Points: 0

Dana-

Congratulations on buying the Summit Hut!

I know Dave would never have sold the business to anyone he did not trust to continue its history of excellent customer service. Best wishes, I am sure I will see you in the aisles at OR in August.

Best wishes,

George Marsden

PS: For the folks throwing out the negativity, "excellent" customer service does not mean "perfect" customer service. I have worked at several of the best outdoor shops in the country and we all f'd up something occasionally.

If you have an issue with how something was handled then talk to the owner and give them a chance to address the issue. Dana is a straight forward person and she will deal with you fairly.

Charles Vernon · · Colorado megalopolis · Joined Jan 2001 · Points: 2,655
dale polen wrote:I think the most Un-American, American's are those that try to squelch, the right of a citizen to speak out against a policy which he or she disagrees with. These are the real traitors. The ones that betray the bill of rights and our freedoms in order to discourage any type of public criticism.LOL
Don't go away man. This affects all of us, man. Our basic freedoms!
Catherine Conner · · Phoenix, AZ · Joined Aug 2007 · Points: 230

I haven't read everyone's comments, but my experience is, whenever I'm in Tucson, I always look forward to a visit to Summit Hut. They have great buyers-I love the varied inventory. I find stuff I would never find elsewhere. Just the shoe section itself... SHOES!

Hank Caylor · · Livin' in the Junk! · Joined Dec 2003 · Points: 643
Catherine Conner wrote:I find stuff I would never find elsewhere. Just the shoe section itself... SHOES!
I couldn't resist.
youtube.com/watch?v=wCF3ywu…
Spence · · Tucson, Arizona · Joined Apr 2006 · Points: 0

I have never had any issues with the Summit Hut return policy. I also research and do finds of the product I would like to have. Summit Hut has been very helpful in helping find the gear. A not experienced person will grab an associate that is more skillful than he/she. I also support the local economy and the great work they extend to the general public. Dale continue shopping online, and/or go to REI please!

EMT · · Unknown Hometown · Joined Jan 2008 · Points: 205
Catherine Conner wrote:I haven't read everyone's comments, but my experience is, whenever I'm in Tucson, I always look forward to a visit to Summit Hut. They have great buyers-I love the varied inventory. I find stuff I would never find elsewhere. Just the shoe section itself... SHOES!
I could not agree more! The buyers at summit hut make that place awesome (on the product end)

Congratulations Dana!
Jenna Ashler · · Unknown Hometown · Joined Jul 2009 · Points: 15

I <3 Summit Hut for teh free bumpah stickahz!

Paul Davidson · · Unknown Hometown · Joined Jan 2007 · Points: 607

Given that SHut started in Dave's bedroom back around 1970 (or was it earlier?) and he grew it into what it is today, and managed to survive the REI onslaught (they actually stayed away from Tucson for many years because the Hut filled the local need, (no BS there, many sales reps passed that tidbit onto the Hut)), they must be doing something right...

From the overall tone of the posts, the more appropriate question is:
Why would anyone go anywhere else but the Summit Hut?

Very odd that even though asked multiple times to explain himself, Dale never laid out the actual issue. Maybe they wouldn't refund his Cliff bar after it had been eaten ?

And congrats on the purchase Dana!

Bobby Hanson · · Spokane, WA · Joined Oct 2001 · Points: 1,230
Jenna Ashler wrote:I <3 Summit Hut for teh free bumpah stickahz!
I'm not sleepin', I'm just Sonoran!
Tony B · · Around Boulder, CO · Joined Jan 2001 · Points: 24,705

Hehehh hhehhh heh...

You know the benefit of having a good memory for random BS?
It's that you remember when threads have passed before you.
IE:

"If Walmart Had a Baby"

By the time you get to the 4th post you'll see what I mean.

Catherine Conner · · Phoenix, AZ · Joined Aug 2007 · Points: 230

Haha Hank, that was exactly what was going through my head when I wrote my post: SHOES!!!!! Right on!

Guideline #1: Don't be a jerk.

Arizona & New Mexico
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