Review Time
Avoid. Absolutely appalled at the after sales service I received at the Bristol store. A £140 pair of walking shoes used only for dog walking started falling apart. 3 months after purchase I attended the store to exercise my statutory rights and requested a refund/replacement, This was refused and I was told that they “might have reached the end of their life” due to excessive usage and I “could have been walking around town in them all day”. Will be shopping elsewhere in future.
Just been to the Chertsy shop to buy a set of skis …. Meet by some who has just started with the store but I needed expert advice so he went find someone to help …. of ALL the people in the store midweek … non were available to help me. I will not be going back😡
Always a first class customer experience at the Bluewater store. The staff are on point in their knowledge of mountain sports and are passionate about providing guidance on best product for your needs. Bluewater is my go-to store for climbing/mountain kit and is always a pleasure to stop by and see what's new.Having BMC (British Mountaineering Council) also enables me to get an additional 15% off, which is always nice.
Visited one of the London stores to purchase a pair of trainers from runners need and was really impressed with the staff. My requirements were listened to and I was provided with advice and got no less than 10 pairs of trainers to try on! Customer service was second to none and advice and patience meant I came away with a pair of shoes that I am happy, and most importantly comfortable to run in.
Advertise items on their website as "in stock" but don't have and can't get hold of any. Very poor show, wouldn't have wasted time ordering with them if I'd known. Didn't offer any compensation. Hopefully they refund my £300 quickly, so I can shop elsewhere. Avoid this unprofessional shower.
Updated (see below) I am so so anxious, havent been able to sleep. I ordered 8 coats, and returned 7 via DPD the next day. The package has been returned and only 2 items have been logged as returned. Ive contacted via phone, email and whatsapp, all they can tell me is to wait 7-10 days for the refund to be processed. But they are not accepting that something must have gone wrong because I have already received a refund for the two items recorded as returned. There is no sign of the other coats.I have no idea how this has happened as they are all in the same package.Whatsapp told me it was because different brands are recorded separately, but there were "twin" items in the package to the two items that were acknowledged and refunded already. I thought I had done due diligence by emailing ahead of my order to check the returns processed and had been reassured of the cost and process. But something has gone wrong and I cannot see it being rectified. My order number is 15859922.I was expecting a refund of £951.55 but have only received £284. Therefore I am still £667.55 out of pocketUpdate (30/10/23) After learning that I had only 2 more days to file a claim with DPD for "losing" five items from the package, I tried to begin this process but DPD explained that since I used the Snow+Rock returns portal, they would have to request the investigation So I called Snow+Rock again, nervous after the rude and dismissive response of last week. Thankfully the agent Tracy treated me with respect, professionalism and integrity, she was sympathetic and understanding of why I was so anxious about the missing items. She filed a new ticket for their returns team (not sure why this wasn't done last week) and somehow the items were processed within hours. Much anxiety and frustration would have been saved if the full returns process had been completed and I had been helped by Tracy last week. I am so grateful to her. I will definitely avoid ordering from Snow+Rock in future due to the distress I've been through all weekend wondering how I'll manage without the £650+ that I feared was lost or stolen.Update 06/11/23Another week has passed now - although Snow and Rock acknowledged the receipt of all items and "processed the refund" according to their email, I am yet to have been refunded any more than the initial £279 refunded for the first two items processed. I have e-mailed them today to chaseUpdate 13/11Have spoken to Cs again, apologised but can't tell me why the refund has not reached my account 😭Update After pursuing a PayPal dispute the full refund was processed. This was authorized by PayPal not Snow+Rock
Booked a ski boot fitting at the Kensington store and couldn't be happier with the customer service received. Ian was incredibly knowledgable, thorough and very attentive. Despite having only a 90min slot, Ian stayed with me for four hours, right through his lunch break, determined to help me get exactly what I wanted. Very happy with the service and the result.
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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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