Sports Basement Novato - Shop CA (Near Novato)

5 /5 Viale M: In business, as in life, things dont always go smoothly. This is when service is truly tested. It is easy to smile and take payment, but it takes true professionalism to recover from a problem. In our case, a reservation for rental equipment we had made was not delivered. At many establishments, the standard response would be a shrug and a refund. That, however, is hardly a solution; had we wanted to keep our money, we wouldnt have booked the service in the first place. Luckily, Basement Sports is not like most places. The employees here went out of their way to find a solution, honoring our reservation and ensuring we left with everything we had ordered. We were so impressed by their dedication that we felt compelled to purchase a few additional items on the spot. In the process of fixing a mistake, they turned a potential failure into a triumph and won our continued loyalty. As ordinary consumers, we are not paid or compensated in any way for this review. We value businesses that know how to make things right.

5 /5 Lucianna Castellucci: My bestie needed his skis waxed. I dropped them off at the Ski Dept to EDDIE & I’m sure glad I did. So many folks out there claim customer service is dead, lacking & a thing of the past. Not so! Sometimes there’s a shining star that stands out so brightly you cannot ignore it. EDDIE IS THAT STAR ⭐️ From beginning to end of the simplest transaction, Eddie displayed knowledge, elite friendliness, professionalism & just someone you’d want to be around. I was so impressed that when I returned to pick up the skis a day later, I was disappointed it was his day off. But no wires, the staff in the department had Eddie Junior vibes in personality & skillset!! I began asking each employee one-by-one “Who trained you?” Each answered Eddie! No surprise this is the most engaging & personable staff I’ve seen in ages!! They’re so awesome you’d think they work on commission! I highly suggest meeting Eddie the next time you’re in Sports Basement. My personal opinion is he should branch out his talents, start a business in bringing back customer service by training staff at companies and set the bar. He’s THAT good! What started out as a favor, a task, an errand for my bestie morphed into my 5th ever Google review for very good reason. Make Eddie the social norm in business service & your business will THRIVE!

5 /5 Lucas Garvin: I would give Paul (SB Novato’s legendary bootfitter) 10 stars all by himself. He came highly recommended, so we drove ~1hr for a boot fitting (ski boots) and had the BEST experience. Precise measurements, deep expertise, and top-notch custom work = a world class, responsive, and comfy custom fit. From the first minute, it was obvious that Paul was already on a mission to make sure we had the perfect boots for our exact needs, fitted perfectly to us. He was kind, thoughtful, and attentive throughout the whole process. The end result was a dream - boots that feel like a natural extension of the body. You can almost forget they’re there… And he finished them in less than a week! (Super fast) If you’re in the SF Bay Area and need ski boots - don’t walk, run to SB Novato and ask for Paul. I’ll never go anywhere else, if I can help it!

5 /5 Bo J.: Its the only place around here to get good camping, biking, hiking, and skiing/snowboarding gear in person. If you ever buy anything that costs a decent amount, its almost certainly worth it to join the basementeers program as youll save more than it costs to join. This time I got a new pair of snowboard boots, as I was testing them out I was noting prices and they are absolutely comparable to the prices online (likely because the manufacturer enforces a minimum advertised price). The service was positive while I was trying on boots. On a less positive note, the prices for shop work on skis and snowboards are extremely high and you can get much better deals in small shops up in snow areas. They wanted 50 dollars to fill a tiny groove with p-tex, AND they told me a simple wax and edge sharpen (which was 90 dollars for two boards, also high) would take five days to complete. I told them I only had three days, and they said it might be done by then or might not, and I could get refunded if not. In addition, I dont rent but the lines to rent and/or return rentals can be extremely long and chaotic, and for reason they make shop customers wait in the rental return line. They should probably hire a few more employees. Maybe with all that this deserves only four stars, but at the end of the day its a local bay area business where you can get high quality outdoor gear for prices comparable to the internet, and which has a wide selection, and thats worth a lot. Even if you end up buying online, it can be extremely useful to see items in person beforehand.

5 /5 Jack Sanchez: I had an amazing experience finding the right shoes thanks to Rosie. She was super friendly, patient, and really took her time helping me through the whole process. I tried on a few different pairs, and Rosie explained the differences and made sure I found the perfect fit. Really great customer service — I appreciate all her help!