VH Footwear/TRUE by Scott Van Horne

[JJP2222 1]

What has been folks approach to  fully custom True SVH skates that didn't come out right, who'd you contact, what was the outcome?     See below for my current challenge....

For context, I'd gone the VH route in 2016 because I have feet that are almost 1 inch different in length - which made off the rack skates a challenge to get a good fit. I never fully loved my VHs, while comfortable the boot for the shorter foot always had way too much room in the toe box and I never felt like I got good heel lock because of it. I pushed back on the fit when I got them but we rebaked, clamped, wrapped etc and the shop/VH never seemed keen to make me a replacement skate. Both boots were the exact same length inside and out even though my feet were clearly not even close. The final solution was to add foam to the toe box, I should have never settled for it but I did.  

Fast forward to this year - in September I went to my shop to go through the process of getting scanned. Brought my old VHs, explained the foot sizing issue, why I never loved them, was very specific that I don't want to receive two boots that are the same size, I need a snug fit in the toes for the shorter foot.  They came in earlier this week and same issue --- way too much room in the toebox of the smaller foot, again the boots are the same size lengthwise (also the Genetix insole is cut to the same spot/line on each foot) and the smaller foot boot generally feels loose in the ankle even after baking / tightening.  

I didn't accept the skates but I'm wondering what to expect now?  Has this happened to others? Has True made it right?  The fitter at the shop said he was going to reach out to them but it's been a couple of days and I've heard nothing.  

[Sniper9 517]

4 minutes ago, JJP2222 said:

What has been folks approach to  fully custom True SVH skates that didn't come out right, who'd you contact, what was the outcome?     See below for my current challenge....

For context, I'd gone the VH route in 2016 because I have feet that are almost 1 inch different in length - which made off the rack skates a challenge to get a good fit. I never fully loved my VHs, while comfortable the boot for the shorter foot always had way too much room in the toe box and I never felt like I got good heel lock because of it. I pushed back on the fit when I got them but we rebaked, clamped, wrapped etc and the shop/VH never seemed keen to make me a replacement skate. Both boots were the exact same length inside and out even though my feet were clearly not even close. The final solution was to add foam to the toe box, I should have never settled for it but I did.  

Fast forward to this year - in September I went to my shop to go through the process of getting scanned. Brought my old VHs, explained the foot sizing issue, why I never loved them, was very specific that I don't want to receive two boots that are the same size, I need a snug fit in the toes for the shorter foot.  They came in earlier this week and same issue --- way too much room in the toebox of the smaller foot, again the boots are the same size lengthwise (also the Genetix insole is cut to the same spot/line on each foot) and the smaller foot boot generally feels loose in the ankle even after baking / tightening.  

I didn't accept the skates but I'm wondering what to expect now?  Has this happened to others? Has True made it right?  The fitter at the shop said he was going to reach out to them but it's been a couple of days and I've heard nothing.  

This is odd. My right foot is about 1/4 to 1/2 a size smaller than my left and the two tf customs I had done you could see the boots were diff size.  I could tell be the holders on the right reached further towards the end of the toe cap vs the left .  If they made that adjustment with me you would assume 10000% you should be getting two different sizes skates. Did they come with the right foot with more toe plugs to accommodate for the diff length or did they not even do that?

It's obvious they messed up. The scan should clearly show your size difference. Also. Did the store take pics of your foot on the true brannock? They're supposed to. That would be clear as day that ur feet are different sizes. Anyways, I don't see any other option but for true to remake. If they don't. Refund. For the most part, from what I've read True is usually pretty good with remakes. 

Totally disappointing. Which shop did you go to? I know some shops are way better in communicating with true regarding issues than others. 

[JJP2222 1]

They measured everything, took pictures of my feet on the brannock and off. It's funny you mentioned the holders, one skate was offset by about an 1/8 at the front of the sole and the other was offset by an 1/8 on the rear of the sole - tells me they're the same length. The holder is their 288, maybe they kept it that size to accommodate the holder but honestly, I'd rather lose 8mm and have a skate that fits. Standing barefoot on the Genetix insoles (imperfect but indicative) you could see like a three line difference in size. We took more pictures this week showing that my feet are clearly more than 3/4 difference on the brannock. This was at a major shop in New York city.  

Ironically, I've only posted on this site once before --- Nov 2016 --- pretty much the exact same complaint.

[Sniper9 517]

4 hours ago, JJP2222 said:

They measured everything, took pictures of my feet on the brannock and off. It's funny you mentioned the holders, one skate was offset by about an 1/8 at the front of the sole and the other was offset by an 1/8 on the rear of the sole - tells me they're the same length. The holder is their 288, maybe they kept it that size to accommodate the holder but honestly, I'd rather lose 8mm and have a skate that fits. Standing barefoot on the Genetix insoles (imperfect but indicative) you could see like a three line difference in size. We took more pictures this week showing that my feet are clearly more than 3/4 difference on the brannock. This was at a major shop in New York city.  

Ironically, I've only posted on this site once before --- Nov 2016 --- pretty much the exact same complaint.

Ya that's bunk. The holder thing could be a reason but that should've been communicated. I also doubt it's the first time they've run into this kind of size difference too. Hopefully u get an update 

[eugene8080 0]

Subject: Paper under the footbed of the True Customs

The material under the foot bed is some sort of paper or cardboard in the True Customs, unlike my CCM Ribcors which are carbon fiber.

Some of this paper is peeling off. Is that a concern? Under the peeling paper is plastic and the black carbon fiber. Should i peel the rest of the paper off or will that damage the skate? The paper is smelly after years of soaking up sweat. I'm assuming it's there because it was part of the "foot last" that was created as a part of the custom process?

Edited January 7 by eugene8080

[flip12 699]

32 minutes ago, eugene8080 said:

Subject: Paper under the footbed of the True Customs

The material under the foot bed is some sort of paper or cardboard in the True Customs, unlike my CCM Ribcors which are carbon fibor I think.

Some of this paper is peeling off. Is that a concern? Under the peeling paper is plastic and the black carbon fiber. Should i peel the rest of the paper off or will that damage the skate? The paper is smelly after years of soaking up sweat. I'm assuming it's there because it was part of the "foot last" that was created as a part of the custom process?

I think it’s tape. Customs are built like papier-mâché and there’s tape holding the build up to the footlast.

[Sniper9 517]

37 minutes ago, eugene8080 said:

Subject: Paper under the footbed of the True Customs

The material under the foot bed is some sort of paper or cardboard in the True Customs, unlike my CCM Ribcors which are carbon fibor I think.

Some of this paper is peeling off. Is that a concern? Under the peeling paper is plastic and the black carbon fiber. Should i peel the rest of the paper off or will that damage the skate? The paper is smelly after years of soaking up sweat. I'm assuming it's there because it was part of the "foot last" that was created as a part of the custom process?

It's masking tape. And its how they make the mold around the last I guess. But you'd think they could remove that after the boot is casted and cured but who knows what goes on in the heads of these people who work at True.... To answer your question it isn't a cause for concern but like you said it does soak up sweat and is the cause for rusted out rivers imo. Up to you whether you want to remove it all or not. 

Edited January 7 by Sniper9

[eugene8080 0]

14 hours ago, Sniper9 said:

It's masking tape. And its how they make the mold around the last I guess. But you'd think they could remove that after the boot is casted and cured but who knows what goes on in the heads of these people who work at True.... To answer your question it isn't a cause for concern but like you said it does soak up sweat and is the cause for rusted out rivers imo. Up to you whether you want to remove it all or not. 

This video on True skate production which clearly shows the masking tape. (https://youtu.be/eNRH-wkPKRQ?feature=shared&t=145)

It is not attached to the mold at this point of the process, but rather taped on shell.

I assume removing the masking tape would not affect structural integrity, but I'm concerned it might affect volume. VH likes to "tinker" with volume using tape/foam. Previously they told me to add a second layer of their thin red insole to decrease interior volume. They also told me to remove the red foam from the toe cap to relieve pressure on the ends of the toes. So I am wondering if this tape might be used to adjust volume? Or perhaps there are other comfort factors?

[Sniper9 517]

9 hours ago, eugene8080 said:

This video on True skate production which clearly shows the masking tape. (https://youtu.be/eNRH-wkPKRQ?feature=shared&t=145)

It is not attached to the mold at this point of the process, but rather taped on shell.

I assume removing the masking tape would not affect structural integrity, but I'm concerned it might affect volume. VH likes to "tinker" with volume using tape/foam. Previously they told me to add a second layer of their thin red insole to decrease interior volume. They also told me to remove the red foam from the toe cap to relieve pressure on the ends of the toes. So I am wondering if this tape might be used to adjust volume? Or perhaps there are other comfort factors?

I don't think less than a mm of masking tape will affect the fit and even if it does affect how your skates feel, you can always just add a thin layer of whatever you want to fill in that space. Ie. Thin piece of plastic, foam etc. Personally I don't think it'll affect the feel. 

Edited January 8 by Sniper9