Purchased Level Bomber leather ski gloves in January from Covent Garden shop. I wanted high quality long lasting gloves and was prepared to pay the £130 price, almost double the majority of those on offer. The product displayed a large tag stating ‘Guaranteed to Keep Your Hands Warm’. So imagine my disappointment, when during my January ski week in Switzerland, the gloves didn’t keep my hands warm and my fingers soon became numb with cold as we ascended the mountains. I have skied every year for decades and have never suffered cold hands before. I carried out a test, I borrowed an inexpensive glove (Nevica brand purchased for £29) which I wore on my right hand, keeping the Level glove on my left. The Nevica glove maintained warmth in my right hand and fingers, whilst my left hand fingers soon became numb with cold. I had left the product tags in London, and on my return I found information regarding the lining of the gloves Thermoplus 3000 Warm – product certified to minus 17C. The week I was skiing in Switzerland the temperatures averaged below this, on some days being minus 22C without wind chill factors. Clearly I had been sold a product which was not fit for purpose as a ski glove contrary to the Consumer Right Act 2015. I addressed a detailed letter of complaint and returned to the shop seeking a refund. A senior member of staff was super helpful, and the refund was made without quibble, and my thanks to him. Discussing temperatures in ski resorts he commented that temperatures can be minus 40C. I suggested that my letter should be forwarded to their buying team, as it is clear insubstantial and misleading product is being offered for sale, but due to personal data being included he preferred that I write to customer services.I e-mailed a copy of my letter to customer services asking that my complaint be forwarded to their buying team. I am placing this on Trust Pilot because customer services have advised that they would not forward my letter to the buying team. Perhaps the buyers will be able to learn of my complaint from this website. A major specialist such as Snow and Rock, should be setting its own standards for glove warmth and ensure product conformity.
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Snow+Rock - Retailer of clothing and equipment for athletics, mountain sports, camping and skiing. Store locations, snow reports, resort guides and online sales.
