Review Time
Nice products but postage charges are a total rip off. You would think they could throw in free postage when spending over £250, then they charge you another hefty fee to return things. So I would recommend if you live near a store and can shop in person but don’t bother buying online as there are loads of other companies out there who will deliver (and return) for free. My mistake for not reading the small print more carefully.
Fantastic service by Gem today in Snow and Rock, Leeds. Really knew his stuff and took the time to understand my requirements and issues, whilst adding relevant knowledge and information as to what I require, not only for my level now but as I (hopefully!) progress to ensure longevity of the boots I buy. Had a full custom boot fit including bespoke insoles and I’ve ended up with boots that cause me no pain and fit like slippers, whilst being tight in all the right places. Would 100% recommend him and the service. No more hire boot agony!
Friendly reception, careful attention to how I experienced the problem with my old ski boots, clear advice and sharing of options and then stretching the boots as required. All in one appointment lasting less than an hour and at a reasonable price. I am a satisfied customer Bristol Filton Snow and Rock!
I've been really disappointed with the way Snow + Rock have handled faulty Salomon Speedcross trainers they supplied. The plastic lace holding mechanism has stripped the outer element of the lace away, meaning the lace does not hold any more on one shoe, which is dangerous when walking across rough ground. Snow & Rock are insisting laces are not covered in their warranty, and they cannot supply new laces anyway. This means if it's down to them, I have to bin a £120 pair of trainers within 2 months of purchase. The only point of a retailer is to supply and manage product issues. Given they fail to achieve the latter, I would strongly look at other retailers first where at all possible.
My daughter has just been into the Leeds store and your assistant was very rude and dismissive. Unfortunately bank of Dad was due to treat her to some new ski boots, so that is her and my custom lost, due to that particular member of staff.
I bought an Osprey Exos Pro 55 rucksack for £240. It arrived with a cut hip belt strap.I emailed and sent photographs following assessment I was advised to post the rucksack back, insured, I paid £12.15.Customer services replied - I had snagged the strap on a sharp object.I went to Osprey, explained the situation, emailed photos of the damage, and explained that Snow+Rock had said I had snagged the strap - Osprey came back promptly and sent a new strap at no cost; excellent service!!! That's why I would buy an Osprey rucksack again.Personally, I wouldn't buy again from Snow+Rock or Cotswold Outdoors - the same group of companies, with the same customer services department.If I had seen the number of 1 star reviews before I ordered online then I would have bought the rucksack elsewhere in the first place.
Terrible Service for the Purchase, or not, of Ski Boots. I attended the store on Sunday with my daughter to buy a pair of ski boots for her birthday. The fitting man tried to sell her Salomon boots that my daughter did not feel comfortable in as she preferred the Rossignol boots that fitted her better. He also suggested we may be better buying some Lange boots on line as he did not have them in store. He made us both feel really uncomfortable with how overly persuasive he was to buy the Salomon boots when my daughter was not keen on them even though we had told him we preferred the Rossignol boots, so we decided to leave it for a couple of days. Before leaving the store, he said he would reserve the Rossignol boots for us that my daughter was keen and if we did decide to purchase the Lange boots on line he would be able to fit them on the following Friday. We decided not to buy the Lange boots on line as my daughter really wanted the Rossignol boots. We returned to the store first thing on the Friday morning only for the same guy not to recognise who we were and then proceed to tell us he was fully booked for the day and could not accommodate us for ski boot fitting. My daughter was devasted and now goes on a ski holiday without her ski boots and without her birthday present.Terrible service from the boot fitting guy, we left the shop feeling very angry and disappointed. I cannot believe that considering we knew the ski boots we wanted and that he said it would not be a problem that he could not find time to fit us in during the time others were sat trying boots on.Absolutely shocking customer service.
Just wanted to say big thank you to your team - John in Customer Services and Anna in your Bristol store for arranging for some ski-touring boots to be delivered in time for a trip this weekend. Super impressed. Ordered them yesterday arrived today. Thank you so much for your efficiency!
Amazing level of service at the Chertsey store. My son decided he wanted to kit himself out with skis, boots, bindings, poles etc. He doesn’t know much about skiing but enjoyed the short break that we’d come back from and picked it up quickly. We dropped in without a booking and the sales team engaged when we were ready and answered his very (very) many questions. They were able to work out the best combination of equipment for him and then proceed to work through a boot fitting for us whilst also keeping the rest of the customers happy. They also engaged in off topic conversation that helped him feel at ease through this new experience. It is not the first time I’ve had great service from this store and it won’t be the last. Well done. My son felt like you really cared about his investment!
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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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