Review Time
Be warned - this company scam people out of refunds! I purchased a children's ski helmet & a ski top online (amongst many other purchases from this shop for our first family ski holiday). When I decided to return the items, I logged into my customer account and saw they had '90 days' and '88 days' left to return, respectively. On this basis, I decided rather than pay to return by post, I'd wait until I was next going into London to return in person to a store. When I did so, the items still showed as '76 days' and '74' days left to return. Upon arrival at the Monument store, I was told I couldn't return either item as both helmets and sale items need to be returned within 14 days. I showed the staff member my account showing the 'days to return', which she said was incorrect and I needed to take it up with Customer Services. My issue here is that Snow & Rock's customer account refund page shows wholly inaccurate and misleading information and DOES NOT show the correct returns period for items. This essentially scams customers out of being able to get refunds. The information they show on their website in customer account refunds is a misrepresentation of their actual T&C's and they're using this to deny honest refunds. AVOID AT ALL COSTS!!!!
Have tried to call the Chertsey Store multiple times but the call goes unanswered. When people are looking to spend large sums of money on kit this isn’t the level of customer service that inspires parting with your cash at Snow & Rock.
I don’t do reviews, but this could not be overlooked.* Snow and Rock sold me a USED product 2 times!* I ordered a BRAND NEW Oakley MOD 7 helmet from online, order come within 2/3 days, perfect. Packaging looked a bit suspicious, on opening I notice things did not seem right, the white bag the case comes in was not wrapped correctly, looked like it had just been dumped in the box.Open the helmet case, to my surprise the helmet looked like it had come from a boot sale. The goggles were mounted in the wrong place, the lense was covered in finger prints and scratched all over. The helmet itself was scratched down the left side and had a chip out of the back. One of the ear protectors / sides was hanging loose. Snow and rock Quite clearly sold me a used / returned helmet.To my next surprise I could not get in contact with anyone for love nor money, and to return my item they wanted nearly £5. I wouldn’t mind if I ordered something incorrect but they sold me a USED item and want me to PAY to return it. So to save the hassle of going through this pain again I drove to the bluewater store to return this used helmet and get a brand new one, the website even stated they had them in stock.Upon arrival, I was asked why I wanted to return I explained and displayed the helmet, no apology of any kind. They then stated they have non in stock.So the staff member said they could order me another one for delivery, I said yes no problem. The helmet arrived today, unbelievably, they have sent me ANOTHER USED helmet, I honestly can not believe this service, I have never had anything as poor as this.The second helmet they have sent me is exactly the same as the last one.I have now been on hold for 30 minutes, no human response to my emails, no answers nothing. It’s not as if I have purchased a cheap product form a cheap brand.I gave them a second chance to rectify this awful service and they still couldn’t do it.I will never be using snow and rock ever again.
Terrible delivery service and supportI ordered a jacket for a trip to Norway, their website claimed next day delivery which would have given me 5 days leeway, however when being notified by the courier I found it it was EVRI and the parcel would be delivered the day after that, I had 6 parcels stolen by EVRI last year so wasn't optimistic, sadly the day the parcel was due the EVRI status stopped updating, to cut a long story short, the parcel had gone missing at their depot.So not entirely S+R's fault, but why not mention EVRI are the courier at point of order, or offer options for alternatives, had I known EVRI were involved I'd have gone elsewhere.I notified S+R straight away and mentioned my previous experiences with Evri and that I needed the jacket to for a trip to Norway in 4 days, I was told they'd contact EVRI but it could take up to 4 days, 0 effort was made to offer an alternative or anything so I bought a jacket elsewhere.After EVRI had completed their slow investigation and 48 hour search of the depot they confirmed that the parcel has 'gone missing' at their depot and would notify S+R, I also contacted S+R, I was then told to fill in a statement informing that the parcel had gone missing as they needed it for their claim, plus I could either have a replacement or refund, I completed the statement and returned it to them, I also requested a refund.The next day I received a different form from S+R they said that I needed to fill it in, print it out, sign it and send a copy to them, within this form I had to confirm that I'd spoken to my family, neighbours and searched my property to ensure that the parcel hadn't been received, there was also a clause stating that giving a false statement could lead to prosecution, I did ask if it was a joke, EVRI had already confirmed that the parcel went missing at their depot.Why the hell is their inability to ensure something I paid for suddenly my problem.I'm still waiting for a refund.I'll never use S+R or Cotswold Outdoors again for anything, I'd advise others to steer clear, it's just not worth the stress and hassle dealing with them or Evri
Order #16083915 10 December 2025 (£185.78) for two Montane fleeces. Fleeces arrived but the fit/cut was too tight despite me being a medium. Specifically when you raise your arms up the waist hem would ride up exposing your midsection to the cold. I asked to return them and was given a printable royal mail label. After dropping the package off at the post office I waited until 10th January to ask what was going on.Millie asked for proof of postage so I uploaded a photo of the receipt and she said to wait 2-3 days.On 14th Jan I returned to the chat window and Hayden said the 3 things (1) that the two fleeces have not been found at their warehouse and no refund will be given and (2) that is their final decision and there's no appeals and (3) if I want a refund to take it up with the courier (royal mail).So buyers beware they are readily and openly denying refunds and blaming royal mail and putting the onus on you to persue the courier despite the return label being provided by themselves in the first place!
Shockingly poor customer service in the Hemel Hempstead branch. Firstly no one wanted to serve, all heads down and no eye contact. I wanted to try a pair of ski boots and was informed I needed to make an appointment of an hour and a half for a fitting at a cost of £50 (this would be taken off any boots I would purchase) Apparently there was no availability and was told I should have checked their website before I drive over an hour to get there - who knew? Just as I was about to leave I was told they had had a cancellation! At this point I had lost all confidence in their ability to serve so I left and will not be returning. I’ve skied for over 30 yrs so I know if boots are comfortable, well fitted without an hour and a half fitting appointment.
Massively disappointed with their service. I ordered goods on the 28th December and as it was indicated delivery date would be 2nd Jan. Received an email saying goods had been delayed. These things happen however. Zero response from Website chat, no response to email and I've been on hold 45 minutes twice and currently on hold 30 minutes without anyone answering my call. No way to cancel order easily. No idea if the items will turn up in time for my trip on the 10th and ZERO communication
Absolutely the best wax and service for my snowboard.I love freeride there for I manage to find some decent rocks underneath the snow and damage my snowboard and Ollie from Snow and Rock Bristol did save my snowboard several times and did an exceptional job.And the wax it’s just stays on for quite a few weeks of riding, doesn’t seem to wash off like I’ve experienced in other workshop.Overall I am very pleased and thankful.Thank you Ollie!
I returned 2 items to Snow and Rock in January and the tracking shows clear evidence that the items were collected from their delivery office. All the evidence has been sent including Royal Mail Screenshots with the tracking number.I have contacted Snow and Rock on several occasions to find out the status of the refund over the last few weeks but they have not responded and it is impossible to get through to customer services. I can see by reading other reviews that I am not the only one who has had difficulty in obtaining a refund,I would not purchase any items from Snow and Rock or Cotswold Outdoor again!
Claim your business profile now and gain access to all features and respond to customer reviews.
Snow+Rock - Retailer of clothing and equipment for athletics, mountain sports, camping and skiing. Store locations, snow reports, resort guides and online sales.
goallday.com
motorhomedepot.com
motionrc.com
cortefiel.com
bespokeairsoft.co.uk
kovifabrics.com
ekrcover.com
trailmaps.co.uk
mandysknitpix.com
sublimania.com
