Snow+Rock Reviews 

Excellent service by the team at the Trafford Centre store in Manchester. Took time and effort to ensure that I was fitted with the correct ski book for the make up of my foot. Staff member listened to my requirements and budget and all was met with a friendly and helpful approach. Other organisations could learn a lot from this approach to customer service

Online Delivery Security Tags left on all items. Really disappointed - items bought last minute for travel and have all arrived with security tags still attached! Cannot use them, have not enough time to reorder/get exchange before holiday. What was meant to be a time saver, is now costing me, as will have to buy items in resort.

I went there today ready to spend 1000's – all I want was a little help. I wanted to get some help on my current boots, was willing to buy new boots, ski's, ski bag, helmet, goggles, gloves but no help whatsoever. Staff were very unhelpful, or non-existent. Not just at the ski section, but also at the clothing section. Very limited stock too, no prices, and seems to be only woman clothes everywhere. No one offered to help. I WILL NEVER RECOMMEND GOING THERE AND CERTAINLY NEVER EVER BE BACK OR RECOMMEND. This was the one in Chertsey

Snow and Rock have been the worst experience of online shopping that I have had the misfortune to encounter. I ordered three items from this company, who promised a delivery date in time for my sons birthday and to date only one of them has arrived and his birthday has been and gone!

Initially I was pleased to be able to talk to someone about my order but having spoken now to seven individual staff members working from home, it seems to me that their role is to placate dissatisfied customers by promising them what they want to hear. However, do not be taken in by well spoken customer service staff who are unable to contact the warehouse other than by email resulting in delays and orders unable to be processed!

I eventually spoke to a manager who sorted a new order out but this has now been cancelled.

DO NOT ORDDER ONLINE FROM THIS COMPANY!

Went to Runnersneed Chertsey in hope of finding a new running shoe. Was approached by a very friendly member of staff called Harrison, I explained what I was after and my needs. He was very knowledgable brining me out a selection of 4. All perfect but 1 taking the crown. Couldn’t be happier with the service. He’s a credit to the store!

Snow and Rock - Chertsey

I went to this store to find a running shoe best suited to be me but wasn’t sure where to start. Harrison came over to me eager to help me find the perfect shoe! He knew the answer to every question and although we tried on many shoes, his first suggestion after listening to me was perfect and what I went for! Great member of staff. Thank you!

Terrible customer service and you can’t get your money back for returned items!

I wanted to buy ski boots having been previously measured by snow and rock. I called the Portsmouth store to ask if they had any of the boots they recommended to try in store before my appointment. They refused stating it would take them too long to do this.
I went to my appointment and they did not have the boots they have previously recommended and no others fitted.
I had to order the originally recommended boots and they told me they would arrive on the 27th December. I had booked an appointment for the 28th to be fitted. I called the store on the 27th to check if my boots were there and was told that they wouldn’t arrive until after the weekend (earliest 6 days after the date they said). If I hadn’t had called, no one would have bothered to let me know. Another wasted trip and mainly I would not va able to come after the weekend as I live over 4 hours away. I was forced to cancel my order and reorder the boots online. They were completely apathetic to the fact I would then have to drive 2 hours each way to my nearest store for a fitting but I thought fine, get on with it.
I called the helpline over 10 days after my store order cancellation as I had not had my money refunded. They never got back to me.
I subsequently think they may have used a credit note to offset my second boots but I am not entirely sure as they never got back to me (as they said their finance team would).
I then had to send my second pair of boots back as they did not fit and am still waiting for my refund. It’s been over 10 days since the acknowledged the return and I have no hope they will bother to get back to me after my latest phone call.

Honestly terrible service, if you are looking for ski boots you will get a much better experience elsewhere (as I subsequently have). Go to Ellis Brigham!

I bought theragun pro yesterday, they didn't send me confirmation and order number. They took the money , still waiting answer?????

I bought a new pair of skis to the Chertsey Store for a ski binding mount. The mount wasn’t checked before drilling and in.carelessness the ski was ruined.

Despite the visually obvious error, i had to put up with a lot of denial and buck-passing from Snow + Rock.

The store manager eventually helped to identify that an incorrect jig had been used but informed he wasn't able up assist to any longer.

After the admissions, I was told Snow + Rock HQ would call but head office did not bother to follow up.

I then had to go through a process of speaking to their different company representatives to resolve the matter when eventually a member of head office did call to refund the ruined ski whilst I was away.

At the very least, I feelSnow and Rock should have compensated for the huge amount of stress caused, all the travel I have to do, the rudeness given back and time it took to resolve - all out as a result of the Store.
Instead, they kept the money I spent servicing an old ski I had to use instead.

Wow, what an amazing experience at Snow + Rock Chill Factore Store. I have very difficult feet and decided to fly in from Portugal and have Ski Boots moulded correctly to my feet. Jimmy (James) spent 3 hours selecting, moulding and modifying boots for me. His priority was my comfort and happiness and I didnt at any point feel rushed. I left with Ski Boots that feel as good as Ski Boots can feel and cant wait to use them. I also got a great bargain with a 15% discount that I had not asked for. Thanks Snow & Rock and especially Jimmy.

Awful experience. I went to the Snow and Rock at Hemel Hempstead to return skiing goggles (purchased for £150) that had a scratch that was unnoticed when purchased, not only by admittedly myself but also the staff there. After being directed to multiple staff member who could not solve the issue multiple times without going to get them, I spoke to the apparently 'correct' lady. I was then told ‘how do we know you haven’t worn these’ and ‘we can’t sell them meaning you can’t return them’ not sure that is how it is meant to work! I was then informed that they cannot be returned very rudely, and there is nothing that can be done. I had the receipt, and you could clearly see they had never been worn—an awful experience. I do not recommend this company and will never be returning.

Today I was absolutely appalled by an abusive member of staff in the Trafford Centre store and in front of my 10yr old child. The member of staff in question was unable to handle an exchange and stormed off verbally abusing me in front of my 10yr old child which was totally unprovoked. I've never experienced anything like this in my life and was disgusted.

Ordered a ski helmet on the 9th Dec, (item was in stock) with a promised delivery date to a local store for the 19th to 21st December. Chased up delivery yesterday for an update, to be final told item was not currently available at store today.
Ski helmet was ordered for a holiday over Xmas. And still no delivery date yet.
Could have purchased item from elsewhere and have it in time for Xmas. Shocking customer service.
Why does Snow & Rock only reply to positive reviews?

Joke this lot! Bought very expensive boots and paid to have them fitted in store. 'Senior' fitter advised that my feet were wide and suggested Dalbello Pantera as they were apparently wide fitting... had the fitting and they also sold me some expensive insoles and heat/oven manipulation. Been skiing in the boots and they are like a torture rack. Trying again this year so assumed it was that they were just new, been wearing a lot at home and my feet are hugely restricted on the width, painful, losing circulation. When I take the boots off I have pins and needles whilst my feet adjust. Ended up taking to local shop BAC Outdoor Leisure in Elland and very knowledgable Dave said my feet are 115 wide and the Dalbello boots are 100 wide! Called Snow and Rock and the abrupt shop worker said its £10 per stretch, I dread to think how many stretches they would string out for the unsuspecting customer!
Luckily BAC Outdoor leisure will try fit the boots as best they can, given the totally inappropriate boot for my foot.

We had a ski boot fitting at Bluewater yesterday. The staff were excellent especially Charlotte, Franklin and Simon. Really helpful and very good product knowledge. Highly recommended!

After 11 days waiting, I suddenly get told an item (Christmas present) is out of stock and they won't be able to honour the order.

My response: 'You had this order on 3rd December with item showing as in stock on the website. I have since called explaining it is a Christmas present which you should be sensitive to this time of year, was assured that the item would be available and reserved, and only now late in the day on 14th December are you telling me that it is not going to be available. Absolutely appalling. I had the same problem with your company when making a sizeable order prior to a skiing holiday years ago but decided to give your company the benefit of the doubt.'

So this has happened 2 out of 2 times with orders 10 years apart. How is this company still in existence? Be careful which reviews you trust!

No response at all from Snow and Rock to the above and that says it all really. They only send out surveys (Feefo maybe?) when they know they're going to get a good review.

Yet another stain on our national flag.

Cole from Customer Support has been amazing at handling an issue regarding boot fitting. He communicated internally to ensure a quick and smooth solution was arrived at, and has been extremely professional to deal with.

The replacement boots were fitted by Ollie at the Hemel Hempstead branch. Again, he was extremely approachable, knowledgeable, helpful, and has fitted me with the best ski boots I’ve ever owned.

Thanks again!

Beware extended warranty and Price Match Promise

Snow and Rock are making a big thing of their “Price Match Promise” and there “Extended Warranty” promises. However, they don’t actually mean anything. Try and request a price match and see what happens or worse buy something and expect to get the actual extended warranty.

This is basically what happened when I tried to get a price match before I placed an order for an Garmin watch.

I asked about a price match and provide a link to Blacks website who had the identical watch and delivery terms. It was £10 cheaper. Not a lot but still.

S&R words: Regarding Garmin, these items are outside of our price match promise policy.

Me: It doesn’t say that on the price match promise details page. There are no exceptions there and it states you price match against Blacks.

S&R then posed some details that are not visible on the product details page on their website and are only visible if you open the description tab for the watch details page itself. This states that

No further offers or discounts apply.

This product has a 2 year warranty

Me: On your product page it clearly states that the product has:

3-year extended warranty
Price match promise
100 day returns & easy returns collection
All with easy email sign-up

You can’t just override that by some notes under a hidden description tab.

S&R words: Within our price match terms and conditions, it is advised that once we make our decision we reserve the right to amend or withdraw the Price Match Promise. 

So there you are. S&R promotions are obviously not worth a bean or what they appear.

Purchase from Blacks instead.

Avoid. Absolutely appalled at the after sales service I received at the Bristol store. A £140 pair of walking shoes used only for dog walking started falling apart. 3 months after purchase I attended the store to exercise my statutory rights and requested a refund/replacement, This was refused and I was told that they “might have reached the end of their life” due to excessive usage and I “could have been walking around town in them all day”. Will be shopping elsewhere in future.

Just been to the Chertsy shop to buy a set of skis …. Meet by some who has just started with the store but I needed expert advice so he went find someone to help …. of ALL the people in the store midweek … non were available to help me.
I will not be going back😡