Review Time
I’m absolutely furious with how Snow+Rock has handled my return and refund. I sent back my items on November 4, 2024, using their own return label, and the DPD tracking shows it was delivered to their warehouse on November 5 and signed for by their staff. It’s been 25 days since it was delivered, and they are still refusing to give me my money back!I’ve sent them proof multiple times—screenshots of the tracking showing the parcel was delivered, along with my return receipt—but they keep coming back with excuses, saying they haven’t received it. How can they ignore their own tracking and claim they don’t have it when it’s literally on record as delivered to their warehouse?Their customer service has been beyond useless. I’ve been chasing them for weeks, and all I get are vague replies, broken promises to escalate the issue, and now a claim that they won’t refund me because they have “sufficient evidence” that they didn’t receive it. What evidence?! I’ve shown them everything proving it was delivered!Their policy says refunds should be processed within 7 working days of receiving a return, but here I am 25 days later with no refund and no proper explanation. This company clearly doesn’t care about its customers, and I’m not the only one dealing with this judging by other reviews.Avoid Snow+Rock like the plague—they take your money, mess up your return, and then refuse to refund you. Shocking service!
I booked a ski boot fitting session with the view of buying some new ski boots. I took the day off work and travelled an hour and half to the store next to the Chill Factory. However, the session was a complete waste of time because the store did not stock any ski boots larger than Mondo Point 29. I'm a 30 to 31!! I think that Snow and Rock need to communicate the fact that they only supply a limited range of boot sizes.
Excellent customer care and service at the Chertsey branch from a friendly and knowledgeable team. Sold us what we needed/fitted best. No attempts to oversell. Even didn't tell us they had technically closed when we'd finished! Setting up for a full ski season so was a full shopping session!
Due to small amount of the purchase I decided to use cash, but firstly, server did not now how to handle a cash transaction, then secondly, they didn't have enough change in the till to provide the change for the cash I gave them. Business is not interested in cash purchases
Probably the worse customer service, ordered item in store for home delivery, to then be contacted to say they are not in stock and they need to cancel the order. Then only received less than 50% refund of the purchase price, after 10 emails with evidence being sent back and forward explaining that I had not received the full amount and then being told I had received the full amount and to just check my credit card statement. I ended up contacting my bank to recover the outstanding refund. Really bad customer service and very disappointed. I normally recommend Cotswold and Snow + Rock to students as a Director of a AAP for DofE. Over the years I have sent 1000's of students and run shopping evenings with large groups of students with this company.
Ordered ski boots on line, wrong size. They offer a free fitting guide so took the boots in store, measured my feet by a well trained staff member, swapped the boots for the right size. All done with a can do attitude. no issues and one very happy customer
I went with my partner to your shop in Chertsey on Monday. As we walked in the door, we were immediately greeted by two friendly sales staff. A good start.Upstairs, we spent a couple of minutes checking out the men’s walking boots and after just the right amount of browsing time, Molly approached us and offered help.Molly was knowledgeable, friendly and efficient. She quickly helped us narrow down the choices (which would have been impossible for us without her expertise) and we made our selection with the minimum of fuss. She then helped us each select suitable walking socks and took us to the cash desk.Molly was a real advertisement for your store and I hope you will pass on this feedback and give her a well-earned pat on the back. Well done!
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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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