Snow+Rock Reviews 

Me and my partner visited Manchester Chill Factore branch for a boot fitting with Sean. Sean was great. Really easy to talk to and he was very accurate and knowledgeable. Made sure we were happy every step of the way. We not only left with a great pair of boots but also learnt so much. After an hour on the slope we are really happy with our boots and would definitely recommend booking a fitting. Thanks again Sean!

We visited the Chertsey store this morning having booked a 9am ski boot fitting 3 weeks ago (for 2 people). We were told when we arrived that they hadn’t spotted the booking and had no one who could help for 2 hours. We weren’t able to wait so a complete waste of a 2 hour round trip. Can only assume it was the manager that spoke to us but apparently there was nothing he could do… very frustrating experience!

Hi dear all, I have a lovely experience with Joe in Cornwall Cotswolds as he was so professional and knowledgeable about the backpack and he adjust the size and comfortable outfit to suit my needs.

Thanks so much for all the kind help Joe and I a so appreciate your all kind advice.

Best regards,

Tanaka

Terrific customer-service from Ollie at Port Solent yesterday. He spent some 20 minutes helping me with a problem, despite it being increasingly likely that Snow & Rock wouldn't have exactly what I needed. Impressed by that help, I went home and ordered some other items from the company's website. The Port Solent shop will remain my first port of call for ski equipment and servicing.

I ordered some ski pants on the 15th April, for my son’s birthday present.They cost me £280, so not cheap. I still have not received them. I have emailed and phoned customer service multiple times. I have even visited the Blue Water store in hope of getting my ski pants. The customer service department is not fit for purpose. Snow and Rock say the pants were dispatched, DHL say they never received the goods and I’m stuck in the middle left to try and find my goods. This company are a joke. The customer is not important to them. Please do not use this appalling company.

Booked to go in and get new ski boots, explaining I would need to have the left one adapted to accommodate an annoying navicular bone. Sean, an experienced fitter (and ski instructor), was prepared, and very helpful. He spent time to work out how to adapt the boot and explained the process to me. The staff were attentive and friendly throughout my time in the shop. This was at their Chill Factore store in Manchester. It was also reassuring to know that any tweaks needed to adapt the boots would be provided at no extra charge.

Very impressed with Snow+rocks customer service, they genuinely seem to want to do the right thing. Recommended company!

Fantastic customer service from Lee in the boot fitting department at Snow and Rock , Chill Factor Manchester.
Big thanks to Lee for helping me select a new pair of boots. He was extremely professional and polite and demonstrated that he understood my needs.
I would definitely recommend him if you need new ski boots.

Update - we visited the store and showed the manger the issue with the helmet and they changed it without hesitation.

Much better result than our initial expectations based upon our phone call with the store.

Customer service redeemed and a big thank you from us.

We’re a regular customer to Snow and Rock so we’re back in a good place.

I bought new ski boots in Jan this year from the Hemel Hempstead branch . They were initially as comfortable as ski boot ever are , but on my 2nd ski trip I had some discomfort in my right foot at the end of a long days' skiing .
I called the branch on my return home , explained the problem and was invited to bring the boots back for adjustment .
An appointment was made and I was greeted on arrival by Jean-Luc who had already been briefed on the issues and he re-fitted the boots , 'blew out ' the sides and an hour later I was feeling much more comfortable :)
When I asked how much much I owed them for their work they said it was FOC as it was part and parcel of their service .

The moral of the story is , whilst you can possibly buy something for less online , when buying boots you need to go to a company who can actually FIT AND ADJUST them . Imagine if I'd bought them online , skied in them twice and tried to return them to the online retailer as they weren't as comfortable as I hoped ?
Well done S&R Hemel Hempstead

I visited King William St store. Intended to purchase 3 x walking boots. Assistant didn’t not have a clue, nor how to measure. Assume never received any training. Argumentative so left. Tragic. Happy to shop elsewhere. Their loss about £800 worth.

I purchased custom-fitted ski boots from Snow + Rock’s Covent Garden store, expecting a professional service. After two fitting appointments and a significant financial investment, I was horrified to discover—on the mountain—that I had been given two different-sized boots! This was not only uncomfortable but also dangerous - it completely ruined my holiday.

Despite bringing this serious issue to Snow + Rock’s attention, their response has been dismissive. After a lot of back and forth, they offered only a refund and a £30 voucher, with no attempt to rectify the situation and failing to acknowledge the distress and disruption their mistake caused. For a company that prides itself on expert fitting services, this level of carelessness and lack of accountability is unacceptable.

I trusted Snow + Rock for their expertise, but their failure to check something as basic as boot sizes has left me deeply disappointed. If you’re considering investing in ski boots here, think twice—I would not recommend them based on my experience.

Saw Sarah at the Bluewater branch on 19/02/25. I dropped in without an appointment and the service was exactly the same as my wife received by appointment the previous week....OUTSTANDING!

There was no attempt to force nor to hurry us along - just good, solid sensible advice from a person who clearly knows her stuff!

I had an amazing experience at Snow+Rock in Hemel Hempstead while getting my first pair of ski boots. This was a big deal for me, as i have never done something like this before. Thankfully, Chris went above and beyond to make it an easy, enjoyable, and completely stress-free experience.

From start to finish, Chris was friendly, knowledgeable, and incredibly patient. He took the time to explain everything, ensuring I got the perfect fit while making me feel comfortable and confident in my choice.

If you're looking for top-tier customer service and expert advice, I can't recommend Chris and the Snow+Rock team enough. Thank you for making my first ski boot fitting such a fantastic experience! I'll definitely be back.

❄️⛷️ #SnowAndRock #SkiBootFitting #ExcellentService

Unfortunately only do boot fitting by appointment and they didn’t offer me an appointment! They have lost a sale as I will by my boots elsewhere where customer service is better!

Purchased a new rucksack for hiking, the staff were helpful, polite and attentive. Managed to source an item which was out of stock. 4 stars as not a great range available in store.

Michael at Covent Garden - thank you!! A total pro at ski boot fitting. Spent a quality 2 hours with him today - boots first time on felt tight and uncomfortable… by the time he had finished working on them - and my feet - they felt like a pair of slippers. Amazing!! 🤩 ⭐ ⭐️⭐️⭐️⭐️

Skiing boots from Snow+Rock Port Solent.
The fitter didn’t sell me the right size of skiing boots which resulted in me loosing my two big toe nails after skiing for 10days. I took the boots back to the Port Solent shop after the skiing holiday and got told that they were the right size and that skiing boots were not supposed to be comfortable.
I went to a very different sports shop (competitor )and got told after looking at my boots and measuring my feet that those skiing boots were far too small and that I am a size 5.5 in skiing boots, not as sold a size 4.5.
This shop had a good selection of skiing boots and I could choose from seven different makes and models, not just one pair of skiing boots(Salomon for £340) like at Port Solent. This season I have loved skiing again as no pain and not damaging my toe nails again.
Would not trust fitters at Snow+Rock again.

Returns are a nightmare.

Beware returns to this company part of Cotswold outdoors. Got caught up in a computer loop and couldn't get out of it. We tried phoning etc. Impossible. Never again

I visited your Bluewater store on Friday 7th Feb with my son who is due to be going on a school trip to Finland next week. I have no idea myself about boots, thermal socks, trousers etc. that he will need so I was reliant upon the advice of your shop staff. I was assisted by Chantelle who provided me with a first class customer service, she was so helpful and nothing was to much trouble. She provided me with some really helpful advice in order for me to make my purchases. Chantelle you are a credit to your employer and I do hope you are recognized for your customer service skills. Thank you.