Review Time
I purchased a pair of water resistant boots (the calzat boots costing £125) for my husband for Christmas. He walked across the garden in the morning dew and his feet were soaking. It hadn’t been raining, just the damp morning grass. I contacted the company to ask for a return for to them not being remotely water resistant and they’ve replied with the most complicated response possible. Talk about making it as difficult as possible for you to return a defective item! If I’d paid £30 for these boots I’d understand it… but paying £125!!! And the irony is they have these clip things on the sole to grip to the snow. I’d be better off wearing my flip flops int be snow! My feet would be dryer! I am going to reply to my 426 point response from customer services but I don’t hold out much hope of ever getting my money back. Not without jumping through 76 hoops first! If you want my opinion, steer clear of this company… it should not be this difficult to return a faulty product!!!!
I just wanted to extend a huge thank you to Charlotte at your Bluewater store. We had the pleasure of working with her today for a ski boot fitting, and she was absolutely outstanding. Charlotte is incredibly knowledgeable, approachable, and made the whole process so much easier. Her friendly and professional demeanor really stood out, and she went above and beyond to ensure we were comfortable and well-informed. It’s clear she’s passionate about what she does, and her expertise really shone through.Thanks again, Charlotte – I’d highly recommend her to anyone looking for ski gear or expert advice!
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.
I am extremely pleased with this product and would happily give 50,000 stars! the fabric is fantastic, comfortable, not too bulky, great fit. I absolutely love this fleece, please don't ever stop making this? other colours would be a great idea (blue, green, black ecru)? I am buying two extra of these, just in case. Best top I have ever owned
The monument branch must be quite possibly the worst when it comes to customer service. My daughter received a ski helmet for Christmas which was bought in December. It was too small for her and customer service issued a return receipt for her to go to the store and exchange it. The store refused to honour the return receipt because they said that their return policy is 14 days. Who does that? Don't they realise that Christmas gifts are bought in December and if there is an issue with size and fit they will be exchanged after Christmas? They were so evil that they made her cry. She did not understand why they could not exchange the unused, in the original packaging, with return receipt helmet for one that was one size bigger. They were rude and dismissive. What a way to run a business!!!Update: I have updated my review to three stars because following the original review an employee of the company picked up this issue and pursued it relentlessly. We reached a satisfactory solution and the company agreed to do the right thing and was able to return the unused helmet for a full refund.
Ski boot fitting at Port Solent branch was outstanding. I am so sorry I can’t remember the name of the man who has blown out my boots so my hideous bunion feet are comfortable but he did such a great job. I have just returned from a week of skiing in my boots that are now made to fit my feet and I had no pain at all despite large bunions. Thank you so so much 🙌
Ski boot fitting experience @ Kensington branch: super professional and knowledgeable staff. Andreas has been extremely helpful. We were very impressed about the care and the professional approach. Would definitely recommend Kensington.
Went to Chertsey store to get a pair of ski boots fitted. Bri was amazing - the best customer service I have ever had in any shop! She was so professional, knowledgeable & patient! There is no other place to go to get some new ski boots!
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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.
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