About to purchase a high end tent for £1000-1600 depending on final selection, along with a lot of gear. Part of the selection process is deciding which company I buy from. Customer service matters a lot when purchasing a specialist, high end tent. Specialism in outdoor equipment is important.Snow & Rock fail miserably. In response to my enquiry to set up a tent viewing in the closest store to me, the agent replied “only available online. They do not keep it in the store”. Who is they? You are the company I have written to. Perhaps your online business is run separately - here’s some feedback - the customer sees you as a brand so treat the customer as a customer of your business not one channel.I will not be spending my money with you, no possibility to see the product = just a merchant and I am not buying from a pure reseller that adds no value via service. To buy all the equipment to add bike packing/backpacking to our car camping set up, I want a professional expert as a partner. I am always surprised given how challenging the environment is for retailers when businesses are so poor at service, the area they can truly differentiate.
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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.
