Quite frankly incompetent customer service - wasted a significant amount of time, effort and money. Massively below basic expectations.Contacted customer service nearly two weeks ago to discuss buying a snowboard (certain colour option preferred). I was told by the agent that the colourway I wanted would 100% be available and sent. Few days later the wrong colour arrived, not an issue, mistakes happen, they arranged a postage label to send the board back and advised to contact the to arrange a second board (the correct colourway to be sent). I attempted to post the board back (using the postage label) at two locations, neither would take due to the label not being for the correct package size, had to drive to the nearest store to return the board.Once returned I contacted customer service again, who once AGAIN advised that the correct colour would be sent and confirmed there would be no errors with the delivery this time.Second board arrived this morning - wrong colourway. Now I'm left with the burden of attempting to return this item again and not only that, no longer have time to arrange an alternative prior to my trip.Absolutely shocking service - customer service agents clearly not trained / lying during conversations. I'd recommend avoiding.Update: I'm aware there was no option to select the colour on the website - which is why I reached out to the customer service team on multiple occasions to discuss delivery options, I have transcripts from them stating there was a 0% chance of receiving a certain colour once they have arranged it - obviously a lie.Secondly, I'm now having issues (9/12/25) returning the second wrong delivery as there are no stores local to me and the team seem unable to organise an appropriate delivery label/confirm that the label is appropriate - I'm not willing to waste anymore of my time/money attempting to return this to a post office that won't take the return.
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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.
