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Tbh this thread is starting to sound like feeding the trolls... Simply all be decent human beings, acknowledge that wherever humans are working there are going to be honest mistakes rather than malice, and work directly with those humans in question to address. In this specific case, lets have smu receive his new skates, see what he can work out with Rob directly, have a summary and go from there.

Could you please use multi quote instead of posting six times?

Ok so if I am going but what your saying above.... I have a top ranked CHL prospect in next years draft. He was custom fitted by Bauer at a cost of 1500.00 tax in. His skates were made a half inch to long and a good half inch to wide. By he theory in your post the bone bruise he received and subsequent 3 league games in his draft year to the OHL and potential revenue to when drafted to the NHL and slippage that might have happened from ILL fitting skates, Bauer should compensate him? They have offered to rebuild the skates no charge but he had to find a pair to wear in the 2 week period it would take? He's declined went back to his Ture skates I repaired and scored and end to end goal as a D on a wrap around. Hes not coming out of True skates. Although your situation is not a good one and everyone has now agreed I think your reaching wayyyyyyy beyond. If you paid for that holder on the old skate Rob would easily send it back. A simple call. But asking for compensation for games lost? For falling? There is no way to prove the skates caused you to fall!!! Let's get you in your new skates make sure your comfortable and I'm sure the SHOP will refund if they took the money or True will refund your Sr to JR differential. If your out steel you purchased? I'm sure Rob wi get you another set.

It doesn’t matter. You obviously didn’t comprehend my post. You shouldn’t have been carrying the water for this; your LHS should’ve. Especially when you said you trusted them. They got a sale with minimal effort on their part. You’re supposed to take care of the customer pre and post-sale.

What happened here was pure shenanigans, and I won't really get into that, but what I've been seeing is that you ultimately were dealing with a store that didn't go the extra mile. I hate seeing customers having to reach out to the manufacturer for support; a lot of it was because during my hockey retail career, none of my customers had to do that. Luckily for me, I knew the manufacturers and didn't have the time and/or patience to have to go through someone at the head office and wait for an answer. I didn't care. I knew how to get the situation resolved, and I owed that to my customer. The store should be the only point of contact.

As state before, True's customer service is outstanding, once you talk to the right people (i.e. Rob). After they made my second pair, which were way better than the first, especially with them move the holders inwards to correct my pronation but still I had some pain and discomfort around my bunions and big toes. I let Rob know and asked if all parts of the skate are safe to spot heat with a heat gun and punch out and he offered to provide a return shipping label to have them do it at the factory. I declined at the time due to not wanting to go without my skates for any extended period time as my league just started play so I went into Macgyver mode and started punching my skates out in the various areas by borrowing a boot punch from a buddy from the league. After fixing a spot and in turn making another spot worse and it became a never ending game of whack a mole, I finally cried uncle and and decided to take Rob up on his offer. I timed it over the US Thanksgiving holiday since there would be about two week window where I didn't have a game or training session. Long story short: they emailed my a return shipping label for international priority shipping. I think most people would assume that they would provide a ground return label and send them back via ground ship and I think most people would find that reasonable and acceptable which would take 5-6 business days each way from Alabama to Manitoba. I shipped them to them this past Tuesday, they arrived in Winnipeg the next day on Wednesday and on Thursday, they shipped them back out and they're now sitting at the terminal in Memphis; they are scheduled for delivery on Monday. That turnaround time is hard to beat. I'll let you all know how they turned out.

Think you're looking into that way too hard. Just because it's at pro doesn't mean it's practical for retail.

The difference between the Sr and Jr is all that is needed. Again far to much is being put on True and not enough on the dealer sending better information. Yiu can only build off what you gave to go with.

Getting a refund for the holder swap and extra fee for a "Sr" skate would be suffice. A full refund and a free skate... That's kind of pushing it.

I hate those things. They never sit right or lock in correctly. I use the old Itech style washers. Goes in straight every time.

Yes, True took all the responsibility, but that responsibility should have been taken the day your skates showed up and they didnt even fit your foot. That's where your LHS's lackluster attempt at hoping you figure this out on your own comes into play. I live in a city where the shop I worked at had a very high reputation and if we would have dragged this on to this extent there would have been hell to pay. True took responsibility for their screw up. Your LHS didnt take responsibility for theirs.

its nice to see it took a month of you bitching on a message board for a solution that your shop could have had resolved in 3 days. Did True mess up sizing? Sure. but it sounds like the LHS made minimal effort to bring the attention to true. When I fit a JR player for Trues in the summer there was an issue with materials beneath the ankle foam, there was a sharp piece protruding and it was very uncomfortable. It wasn't until I tried the skate on myself that I realized there was something there. I called and emailed True every day for a week until they agreed to a resolution. I'd be questioning how much your LHS appreciates your business after this circus way more than questioning Trues customer service.

Maybe yes, maybe no. In the end it's True's product on his feet and their reputation. They gave the shop the tools and the training to use it and they built the skates. They can do right by then customer then put pressure on the shop to get their crap together. @smu I can't tell you how to handle the situation, that's up to you. Im fairly certain you are entitled to some relief. Paying full price for this disaster is a flat out screw job.

San Diego! Beaches and hockey every day! Haha

Holy shit, you paid for an holder swap that True screwed up in the first place. Not only that, they screwed up your skates once, they tried to band-aid fix the same pair with foam and masking tape. Honestly, you're getting screwed. True and your LHS should be eating the cost of the skates and refunding your money for the holder swap which should have been free in the first place. They should be apologizing to you, not the other way around.