Review Time
Went to the Newcastle store, and was fitted with new ski boots for the new season.When at resort, in Canada, tried the boots for the first time since fitting, and suffered cramping of feet and arch. Local ski shop assisted as I had to purchase arch supports for the soles.Upon return, arranged review fitting at the store, where, it was recognised that I was originally fitted with a slightly larger boot size than was necessary.The staff, were outstanding and understanding, the evidence was apparent in the ski boot fitting data from the initial fitting.I see a number of negative reviews for this company, and fully understand that people are more likely to undertake a Trustpilot review when things go wrong. However, in this case the resolution provided was exactly what was required, customer focused and oriented, with replacement ski boots provided which are now the correct size.Highly recommend the Newcastle store to all.
I ordered white Reusch Glov REU Alessia Gtx ski gloves where after one use, the gloves turned pink for an unknown reason. The ski gloves were waterproof according to the website so even any liquid would fall into them they should be able to maintain it's colour.I wanted to return within 30 days of purchase however they didn't allow me because I used them. They did 'lab' reports, and redirected me to their parent company Cotswold Outdoor (at least this is their email signature). Needless to say both companies have the worst customer service. They never resolved my issue and after one year they asked to return the gloves back and asked several times my address when already provided. I would never buy from Snow and Rock or Cotswold Outdoor!
I have placed two orders with Snow + Rock this month:1 - first order didn't arrive. I then had to sign a form declaring I had done everything I could to look for it (even though DPD had clearly lost it) and they sent me out a replacement.2 - second order I paid for next day delivery and this also didn't turn up, despite paying for next day delivery. This is clearly as a result of DPD and not snow +Rock but perhaps they need to find alternative shippers or not offer Next Day Delivery.
Online Delivery Security Tags left on all items. Really disappointed - items bought last minute for travel and have all arrived with security tags still attached! Cannot use them, have not enough time to reorder/get exchange before holiday. What was meant to be a time saver, is now costing me, as will have to buy items in resort.
I went there today ready to spend 1000's – all I want was a little help. I wanted to get some help on my current boots, was willing to buy new boots, ski's, ski bag, helmet, goggles, gloves but no help whatsoever. Staff were very unhelpful, or non-existent. Not just at the ski section, but also at the clothing section. Very limited stock too, no prices, and seems to be only woman clothes everywhere. No one offered to help. I WILL NEVER RECOMMEND GOING THERE AND CERTAINLY NEVER EVER BE BACK OR RECOMMEND. This was the one in Chertsey
Snow and Rock have been the worst experience of online shopping that I have had the misfortune to encounter. I ordered three items from this company, who promised a delivery date in time for my sons birthday and to date only one of them has arrived and his birthday has been and gone! Initially I was pleased to be able to talk to someone about my order but having spoken now to seven individual staff members working from home, it seems to me that their role is to placate dissatisfied customers by promising them what they want to hear. However, do not be taken in by well spoken customer service staff who are unable to contact the warehouse other than by email resulting in delays and orders unable to be processed! I eventually spoke to a manager who sorted a new order out but this has now been cancelled.DO NOT ORDDER ONLINE FROM THIS COMPANY!
Went to Runnersneed Chertsey in hope of finding a new running shoe. Was approached by a very friendly member of staff called Harrison, I explained what I was after and my needs. He was very knowledgable brining me out a selection of 4. All perfect but 1 taking the crown. Couldn’t be happier with the service. He’s a credit to the store!
Snow and Rock - ChertseyI went to this store to find a running shoe best suited to be me but wasn’t sure where to start. Harrison came over to me eager to help me find the perfect shoe! He knew the answer to every question and although we tried on many shoes, his first suggestion after listening to me was perfect and what I went for! Great member of staff. Thank you!
Terrible customer service and you can’t get your money back for returned items! I wanted to buy ski boots having been previously measured by snow and rock. I called the Portsmouth store to ask if they had any of the boots they recommended to try in store before my appointment. They refused stating it would take them too long to do this. I went to my appointment and they did not have the boots they have previously recommended and no others fitted. I had to order the originally recommended boots and they told me they would arrive on the 27th December. I had booked an appointment for the 28th to be fitted. I called the store on the 27th to check if my boots were there and was told that they wouldn’t arrive until after the weekend (earliest 6 days after the date they said). If I hadn’t had called, no one would have bothered to let me know. Another wasted trip and mainly I would not va able to come after the weekend as I live over 4 hours away. I was forced to cancel my order and reorder the boots online. They were completely apathetic to the fact I would then have to drive 2 hours each way to my nearest store for a fitting but I thought fine, get on with it. I called the helpline over 10 days after my store order cancellation as I had not had my money refunded. They never got back to me. I subsequently think they may have used a credit note to offset my second boots but I am not entirely sure as they never got back to me (as they said their finance team would). I then had to send my second pair of boots back as they did not fit and am still waiting for my refund. It’s been over 10 days since the acknowledged the return and I have no hope they will bother to get back to me after my latest phone call.Honestly terrible service, if you are looking for ski boots you will get a much better experience elsewhere (as I subsequently have). Go to Ellis Brigham!
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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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