Review Time
On Feb 7th I checked in my Libtech 159 for a full service. The board was checked over, and told that as service volumes were high, return would be earliest Feb 24th, a full two and a half weeks later. As this was close to my departure date, the member of staff assured me that as a long term customer with phone and email on the system, they would phone or update within the week on the service progress. Having heard nothing for two and and half weeks, I phoned on the afternoon 24th to be told that the board would be available ' within the hour'. Traveling to Chertsey at 10am to pick the board up, I was informed on arrival that the board could not be 'fixed', and returned unserviced. No work had been done on the board, no explanation, and no opportunity now to get any service before flying out. The store manager was superficially apologetic but offered no explanation, alternative help or compensation. Just a shrug of the shoulders and a mumbled sorry when I asked if they could help me out with a wax and tuning kit so that i could do the job myself. I have been loyal to Snow and Rock for many years, not just from having met and sailed with the founder, but on the basis of their service, which in the past has been excellent. I also ignored advice from others that in recent years their standards have slipped to the point of incompetence. I stand corrected, they get no future business from me.update - I just received a call from a member of the S&R staff who wants to remain anonymous. Apparently my snowboard never left the Chertsey site for servicing elsewhere (assumed Bristol workshop) as they are experiencing staff and logisitics problems. Frankly this isn't helpful, all it would have taken was an apology and a phone call to give me time to make alternative arrangements. Very poor.Update 24/2/2026 - I did receive from Snow & Rock via Trustpilot but it got filtered into my junk folder, only just seen this today, so at least the company have made an attempt to make amends at some level. Too late unfortunately. After a little digging, much better alternatives are available, ( Absolute Snow for example) who offer first class service and better pricing.
I purchased some ski boots last year from snow rock hemel, Hampstead. First time for going skiing. I had my boots, especially moulded to my feet. I said to them that these are too tight. I always go up a size the year on, I've tried to sell the boots, and I've realised that the boots are actually for someone who is a UK 8.5 i am usually a UK 10 the guy was very pushy, an Admin that I had these so tight my 8 grand skiing experience was ruined by my boots.Thanks again snow and rock.Just to mention also four hundred pound down
I bought snowboard boots from Snow and Rock with buying a gift card to cover the exact price during checkout. The very next day, they cancelled my order, saying the item was out of stock with no restock planned.This is a straight failure to deliver on their part. I paid in good faith and got nothing. Instead of a proper refund, they sent me another gift card by post after a week. That's useless to me right now. I had to rush around and buy the same boots elsewhere, ending up seriously out of pocket through no fault of my own.No apology, no real help, just forcing me to shop with them again with locked-in credit. Their handling of their own mistake is terrible and has completely destroyed my trust in Snow and Rock.Avoid using gift cards for online orders with them. If they mess up, your money gets trapped with a company you no longer want to deal with.
Rude and unhelpful staff. We tried to speak to someone who just walked passed and said he was unavailable. I only wanted to ask a quick question! No one helped us so we walked out. We were looking to buy 2 sets of skis so would have spent over a £1000. Went to Ellis Brigham, they were amazing! Ps this is the 3rd time we have been in and the service has been rubbish every time. This is the Covent Garden store. Avoid!!
Really bad experience with the store, scheduled a snowboard boot fitting and the staff that initially attended to me was not very attentive and looks like he could not be bothered at all, he was servicing 3 other people and was just focus on them and ignoring me all throughout, then he transferred me to his other colleague which smelled like alcohol and not sure about what to do as the other staff just transferred me to him without a proper discussion of what I need. In the end, I didn’t get what I need and wanted because of bad staff behaviour so I just transferred to another store where I got what I wanted and needed. Overall bad experience and very disappointing, waste of time.
I have challenging feet due to medical reasons so getting ski boots is never an easy task for me. Laura, from the Port Solent branch went above and beyond to make sure I didn’t leave the store until everything was perfect. I would highly recommend Snow & Rock to anyone and Laura particularly!
Ordered some Ski poles online, specifically because they were stated as 'in stock' and I could collect. Only after I had completed the purchase did the order state that they would be delivered to the store 4-5days later, and too late for my trip. I tried to contact the store, but no answer on the phone after multiple attempts. The following day I was able to speak to someone who was completely unhelpful with no suggestions or information that could be provided. I tried to cancel the order but there is no way of doing this through the website. It just feels like I have been duped into a purchase. Would advise extreme caution is ordering something from this company.
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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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