Review Time
Went to the Newcastle store for ski helmet and goggles. I have a really large head so often a struggle to find what I need. Was taken in hand by Paddy who expertly fitted me with both items. Outstandingly good personal service with the added bonus of a discount for being NHS employee.
We were so impressed with the store, Chertsey; location great, store a pleasure to visit, excellent stock on the walking boots we were buying and really fantastic staff - a special shout out to Tom who balanced several customers at once with ease, efficiency, what felt like total attention, knowledge and patience over our dithering. Thanks also to Josh for his personal shopping service. Highly recommended.
Purchased Level Bomber leather ski gloves in January from Covent Garden shop. I wanted high quality long lasting gloves and was prepared to pay the £130 price, almost double the majority of those on offer. The product displayed a large tag stating ‘Guaranteed to Keep Your Hands Warm’. So imagine my disappointment, when during my January ski week in Switzerland, the gloves didn’t keep my hands warm and my fingers soon became numb with cold as we ascended the mountains. I have skied every year for decades and have never suffered cold hands before. I carried out a test, I borrowed an inexpensive glove (Nevica brand purchased for £29) which I wore on my right hand, keeping the Level glove on my left. The Nevica glove maintained warmth in my right hand and fingers, whilst my left hand fingers soon became numb with cold. I had left the product tags in London, and on my return I found information regarding the lining of the gloves Thermoplus 3000 Warm – product certified to minus 17C. The week I was skiing in Switzerland the temperatures averaged below this, on some days being minus 22C without wind chill factors. Clearly I had been sold a product which was not fit for purpose as a ski glove contrary to the Consumer Right Act 2015. I addressed a detailed letter of complaint and returned to the shop seeking a refund. A senior member of staff was super helpful, and the refund was made without quibble, and my thanks to him. Discussing temperatures in ski resorts he commented that temperatures can be minus 40C. I suggested that my letter should be forwarded to their buying team, as it is clear insubstantial and misleading product is being offered for sale, but due to personal data being included he preferred that I write to customer services.I e-mailed a copy of my letter to customer services asking that my complaint be forwarded to their buying team. I am placing this on Trust Pilot because customer services have advised that they would not forward my letter to the buying team. Perhaps the buyers will be able to learn of my complaint from this website. A major specialist such as Snow and Rock, should be setting its own standards for glove warmth and ensure product conformity.
Hemel Hempstead shop!Rubbish customer services.Nobody seems to know a lot about anything. Wrong advice on products. Very poor attitude to customer. If they ask to help at all. I was told that they don’t stock what I wanted…… shock horror it’s on the shelf.Do not bother using them. Try better suppliers. You have been warned.
I have bought from Snow+Rock many times, but rarely online. They have messed up the delivery address, then when speaking with customer services to try and resolve the situation, I received no help at all, just a terrible attitude - I would never use them online again !!
I recently purchased ski boots and the service was amazing. Knowledgeable staff, they took time to assess, explain and make sure we got the right boots. No pressure to buy - in fact we couldn’t but because they didn’t have the boot we needed in store - so we ordered it. I really recommend snow and rock if you are buying anything where performance and / or fit really matters - they know their stuff and seem to really care about you getting what you need. Ive bought 2 pairs of ski boots and 2 pairs of walking boots from them and all have been perfect.
Joke this lot! Bought very expensive boots and paid to have them fitted in store. 'Senior' fitter advised that my feet were wide and suggested Dalbello Pantera as they were apparently wide fitting... had the fitting and they also sold me some expensive insoles and heat/oven manipulation. Been skiing in the boots and they are like a torture rack. Trying again this year so assumed it was that they were just new, been wearing a lot at home and my feet are hugely restricted on the width, painful, losing circulation. When I take the boots off I have pins and needles whilst my feet adjust. Ended up taking to local shop BAC Outdoor Leisure in Elland and very knowledgable Dave said my feet are 115 wide and the Dalbello boots are 100 wide! Called Snow and Rock and the abrupt shop worker said its £10 per stretch, I dread to think how many stretches they would string out for the unsuspecting customer! Luckily BAC Outdoor leisure will try fit the boots as best they can, given the totally inappropriate boot for my foot.
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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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