12DEC2025: In reply to the response below, I sent a formal complaint to Snow+Rock which was pretty much ignored. I will again reaffirm - AT NO POINT was I abusive to any of the staff, in fact I was speechless at the over-reaction by the store manager. I am particularly concerned by the implication that my behaviour was abusive or intimidating. As a woman of colour, I am very aware of how quickly calm assertiveness can be misinterpreted or mischaracterised, and it is troubling that such language has been used without evidence. I absolutely resent these accusations, and expect a factual explanation of how this conclusion was reached as I have followed up via email. I had an appalling experience at this store and want to warn other customers. I tried to return a pair of Brooks shoes I bought after a gait analysis (so I got £15 off). I was told at purchase that I could get a refund, and Snow+Rock’s own policy says full-priced items can be refunded within 30 days.The staff member who claimed to be the manager refused to issue a refund because I had the £15 off, incorrectly assuming it was an item on sale or clearance, and insisted the refund should be “store credit only.” I asked him why I could not have a refund, to which he did not even try to explain, but responded, "It's store policy everywhere". When I explained that I hadn’t been told this upon purchase, otherwise I would never have made a purchase from that store as it was a lot of money, he accused me of “harassing” him, threatened to call security and asked me to leave the store without any refund at all. I then approached security myself, who confirmed they hadn't seen anything happen. I did not raise my voice, insult or verbally abuse anyone. I simply asked for a refund. I could not purchase any other shoe from the store due to my gait, so I was worried a lot of money had been wasted, and I was not going to leave without some type of refund. He then said he would only process my refund if I apologised to him, called me a “Karen,” and claimed all the customers were “on his side” as he tried to humiliate me in front of the whole store. He eventually proceeded with the refund, telling me he was "doing me a favour", adding a false note on my return saying I was rude and aggressive, and that he had been working "five days in a row" so I should be nice to him. Having a bad day doesn't mean you take it out on customers. He also told me I was now BANNED from the store and never to return.This was my first experience here as a customer, and it has completely ruined what should have been a positive moment as a new runner. When I got home and checked the returns policy, it was clear that he had completely misunderstood or misrepresented the situation, OR I had been given the incorrect information about the discount with the gait analysis (I would have happily paid that £15). Had he spoken to me respectfully, we could have had a civil conversation to clear up the misunderstanding, but he chose to be unprofessional and rude because he was having a bad day and was tired.I will not be returning to this store, and will be advising others to avoid this store including all of my running club members. The gait analysis also showed I had a neutral foot, but the arch analysis downstairs showed massive pronation; so beware, the gait analysis is not accurate.
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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.
