Snow+Rock Reviews 

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😡

Visited one of the London stores to purchase a pair of trainers from runners need and was really impressed with the staff. My requirements were listened to and I was provided with advice and got no less than 10 pairs of trainers to try on! Customer service was second to none and advice and patience meant I came away with a pair of shoes that I am happy, and most importantly comfortable to run in.

Always a first class customer experience at the Bluewater store. The staff are on point in their knowledge of mountain sports and are passionate about providing guidance on best product for your needs. Bluewater is my go-to store for climbing/mountain kit and is always a pleasure to stop by and see what's new.

Having BMC (British Mountaineering Council) also enables me to get an additional 15% off, which is always nice.

The lady on the counter in the climbing section downstairs was very helpful and very knowledgable when I had any questions

Fantastic and efficient customer service.
The Advisor I spoke to was extremely polite and very helpful. Resolved my query to my complete satisfaction.
Quality of goods received are very good.

Recently attended snow and rock via booking slot to have new ski boots fitted
Tried several brands and was advised professionally with patience. Friendly knowledgeable staff and price match on boots
Well done to the team

Advertise items on their website as "in stock" but don't have and can't get hold of any. Very poor show, wouldn't have wasted time ordering with them if I'd known. Didn't offer any compensation. Hopefully they refund my £300 quickly, so I can shop elsewhere. Avoid this unprofessional shower.

Booked a ski boot fitting at the Kensington store and couldn't be happier with the customer service received. Ian was incredibly knowledgable, thorough and very attentive. Despite having only a 90min slot, Ian stayed with me for four hours, right through his lunch break, determined to help me get exactly what I wanted. Very happy with the service and the result.

Updated (see below)
I am so so anxious, havent been able to sleep.
I ordered 8 coats, and returned 7 via DPD the next day.
The package has been returned and only 2 items have been logged as returned.
Ive contacted via phone, email and whatsapp, all they can tell me is to wait 7-10 days for the refund to be processed. But they are not accepting that something must have gone wrong because I have already received a refund for the two items recorded as returned. There is no sign of the other coats.
I have no idea how this has happened as they are all in the same package.

Whatsapp told me it was because different brands are recorded separately, but there were "twin" items in the package to the two items that were acknowledged and refunded already.

I thought I had done due diligence by emailing ahead of my order to check the returns processed and had been reassured of the cost and process. But something has gone wrong and I cannot see it being rectified.
My order number is 15859922.
I was expecting a refund of £951.55 but have only received £284. Therefore I am still £667.55 out of pocket

Update (30/10/23)
After learning that I had only 2 more days to file a claim with DPD for "losing" five items from the package, I tried to begin this process but DPD explained that since I used the Snow+Rock returns portal, they would have to request the investigation

So I called Snow+Rock again, nervous after the rude and dismissive response of last week. Thankfully the agent Tracy treated me with respect, professionalism and integrity, she was sympathetic and understanding of why I was so anxious about the missing items.
She filed a new ticket for their returns team (not sure why this wasn't done last week) and somehow the items were processed within hours.
Much anxiety and frustration would have been saved if the full returns process had been completed and I had been helped by Tracy last week. I am so grateful to her. I will definitely avoid ordering from Snow+Rock in future due to the distress I've been through all weekend wondering how I'll manage without the £650+ that I feared was lost or stolen.

Update
06/11/23
Another week has passed now - although Snow and Rock acknowledged the receipt of all items and "processed the refund" according to their email, I am yet to have been refunded any more than the initial £279 refunded for the first two items processed. I have e-mailed them today to chase

Update 13/11
Have spoken to Cs again, apologised but can't tell me why the refund has not reached my account 😭

Update
After pursuing a PayPal dispute the full refund was processed. This was authorized by PayPal not Snow+Rock

Made an appointment to select skis. W as specific about needs. Told I would see Mike in Covent Garden. Wasn't there. Johanna waffled about this and that, we don't have skis, but they wasted my trip.

Five staff and no customer in the shop but they were too busy talking with one another to bother.

Ordered a few backpacking equipments from Snow+Rock, they were delivered promptly and all in pristine condition. They always have great deals, too! Big expensive brands for a bargain.

Cancelled my order for no good reason. Really annoys me when companies don't honour your order.

Edit to reply: Response just confirms my original review.."discrepancy with the product"..what does that even mean. And why is the exact same product for sale still? Lies, lies, lies.

Went for a ski boot fitting and James H who did it was super helpful and honest, although they didn’t have my size he did show me what would be the best option for the best price

Useless company. Cancel orders without informing customers.
Always trying to pass the blame. Unhelpful staff. Won’t buy from them again. Wouldn’t recommend.

I recently purchased a jacket from the Snow + Rock online store and upon opening it looking in the one zipped pocket was an old slip that had been through the wash!

Shocked to know that retailers are repackaging returned and used items and selling them as new stock!

Careful what you buy here as it may have been worn already!!

Would have given no stars if able to! Placed an order to be delivered through DPD, who had historical information that I had a 'safe place' - that being in our gas box or under a large flower pot at our back door. neither of these places were used, with the package being left outside our back door - clearly photographed. Snow and Rock said they were happy for DPD to close the case as the package was left in my 'safe place' - NO IT WASN'T. I have lost £245 with no help from Snow and Rock to resolve and DPD saying they've closed the case!! Won't be using Snow and Rock again.

I have ordered a board , never stated that I want it to be delivered somewhere else than my address , parcel force left it somewhere as no one lives at the address snow + rock shop gave me. Oh and also I got an email from your store saying now I need to sort it out myself. Wow , never seen such a rude customer service . I paid £540 for board and never received it. Absolutely disgusting