Review Time
Wow, what an amazing experience at Snow + Rock Chill Factore Store. I have very difficult feet and decided to fly in from Portugal and have Ski Boots moulded correctly to my feet. Jimmy (James) spent 3 hours selecting, moulding and modifying boots for me. His priority was my comfort and happiness and I didnt at any point feel rushed. I left with Ski Boots that feel as good as Ski Boots can feel and cant wait to use them. I also got a great bargain with a 15% discount that I had not asked for. Thanks Snow & Rock and especially Jimmy.
Awful experience. I went to the Snow and Rock at Hemel Hempstead to return skiing goggles (purchased for £150) that had a scratch that was unnoticed when purchased, not only by admittedly myself but also the staff there. After being directed to multiple staff member who could not solve the issue multiple times without going to get them, I spoke to the apparently 'correct' lady. I was then told ‘how do we know you haven’t worn these’ and ‘we can’t sell them meaning you can’t return them’ not sure that is how it is meant to work! I was then informed that they cannot be returned very rudely, and there is nothing that can be done. I had the receipt, and you could clearly see they had never been worn—an awful experience. I do not recommend this company and will never be returning.
Excellent service by the team at the Trafford Centre store in Manchester. Took time and effort to ensure that I was fitted with the correct ski book for the make up of my foot. Staff member listened to my requirements and budget and all was met with a friendly and helpful approach. Other organisations could learn a lot from this approach to customer service
Today I was absolutely appalled by an abusive member of staff in the Trafford Centre store and in front of my 10yr old child. The member of staff in question was unable to handle an exchange and stormed off verbally abusing me in front of my 10yr old child which was totally unprovoked. I've never experienced anything like this in my life and was disgusted.
I bought a new pair of skis to the Chertsey Store for a ski binding mount. The mount wasn’t checked before drilling and in.carelessness the ski was ruined.Despite the visually obvious error, i had to put up with a lot of denial and buck-passing from Snow + Rock.The store manager eventually helped to identify that an incorrect jig had been used but informed he wasn't able up assist to any longer. After the admissions, I was told Snow + Rock HQ would call but head office did not bother to follow up.I then had to go through a process of speaking to their different company representatives to resolve the matter when eventually a member of head office did call to refund the ruined ski whilst I was away.At the very least, I feelSnow and Rock should have compensated for the huge amount of stress caused, all the travel I have to do, the rudeness given back and time it took to resolve - all out as a result of the Store.Instead, they kept the money I spent servicing an old ski I had to use instead.
Ordered a ski helmet on the 9th Dec, (item was in stock) with a promised delivery date to a local store for the 19th to 21st December. Chased up delivery yesterday for an update, to be final told item was not currently available at store today.Ski helmet was ordered for a holiday over Xmas. And still no delivery date yet.Could have purchased item from elsewhere and have it in time for Xmas. Shocking customer service.Why does Snow & Rock only reply to positive reviews?
After 11 days waiting, I suddenly get told an item (Christmas present) is out of stock and they won't be able to honour the order.My response: 'You had this order on 3rd December with item showing as in stock on the website. I have since called explaining it is a Christmas present which you should be sensitive to this time of year, was assured that the item would be available and reserved, and only now late in the day on 14th December are you telling me that it is not going to be available. Absolutely appalling. I had the same problem with your company when making a sizeable order prior to a skiing holiday years ago but decided to give your company the benefit of the doubt.'So this has happened 2 out of 2 times with orders 10 years apart. How is this company still in existence? Be careful which reviews you trust!No response at all from Snow and Rock to the above and that says it all really. They only send out surveys (Feefo maybe?) when they know they're going to get a good review.Yet another stain on our national flag.
Cole from Customer Support has been amazing at handling an issue regarding boot fitting. He communicated internally to ensure a quick and smooth solution was arrived at, and has been extremely professional to deal with. The replacement boots were fitted by Ollie at the Hemel Hempstead branch. Again, he was extremely approachable, knowledgeable, helpful, and has fitted me with the best ski boots I’ve ever owned. Thanks again!
Beware extended warranty and Price Match PromiseSnow and Rock are making a big thing of their “Price Match Promise” and there “Extended Warranty” promises. However, they don’t actually mean anything. Try and request a price match and see what happens or worse buy something and expect to get the actual extended warranty.This is basically what happened when I tried to get a price match before I placed an order for an Garmin watch.I asked about a price match and provide a link to Blacks website who had the identical watch and delivery terms. It was £10 cheaper. Not a lot but still.S&R words: Regarding Garmin, these items are outside of our price match promise policy.Me: It doesn’t say that on the price match promise details page. There are no exceptions there and it states you price match against Blacks.S&R then posed some details that are not visible on the product details page on their website and are only visible if you open the description tab for the watch details page itself. This states that No further offers or discounts apply.This product has a 2 year warranty Me: On your product page it clearly states that the product has: 3-year extended warrantyPrice match promise100 day returns & easy returns collectionAll with easy email sign-upYou can’t just override that by some notes under a hidden description tab.S&R words: Within our price match terms and conditions, it is advised that once we make our decision we reserve the right to amend or withdraw the Price Match Promise. So there you are. S&R promotions are obviously not worth a bean or what they appear. Purchase from Blacks instead.
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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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