Review Time
My niece was taken on for Christmas but was given very little training despite telling them she was not experienced in retail. The manager was very rude to her in front of customers and referred to her as an hindrance. If companies take staff on for Christmas then they need to give them training and support so they can do the job.
I went in for a ski boots fitting in the Leeds store. He would not let me try on ones a size larger despite saying in 30 years I had never worn ones that small. Explaining in detail that my toes felt bunched up etc etc. Another customer even tried to intervene on my behalf - asking if he had ever skied - never - but has been trained to fit ski boots allegedly which is more important than listening to the customer. Got home and looked at the Mondo charts. 26/26.5 is for U.K. size 7 /7.5 comfort fit. I wear a size 9 shoe, which is a 28 comfort fit!
Really disappointed in response times on their website and chat. Returned an item and tracking says picked up on 20th December at their end following my return via Royal Mail. . It’s now 28th and I’ve had no confirmation of pick up or refund date
I purchased a coat before Christmas it was too big so I returned it for a refund in the chertsey store where they took the coat and processed the refund but that was what I thought. 16th January and still no refund in my account and little response from customer service one reply saying I need to wait. 15 working days no refund they say 5-7 days basically I am propping up their cash flow through January give me my money back!!!Still no refund I gave them all the details and nothing!
I visited Snow+Rock today for a pre‑booked ski boot fitting and unfortunately left feeling pretty let down. I arrived, sat down, and the young employee simply measured my feet without asking a single question — no discussion about my skiing level (advanced), no chat about budget, terrain, or what I was hoping to achieve from the fitting. Just “I’ll get you some boots to try.”What followed was essentially a conveyor belt of boots in my size, all medium flex, with no real advice or expertise behind the choices. As an advanced skier, I expect at least some conversation about fit, performance, stiffness, or brand differences — none of that happened. It felt like a generic shoe‑shop experience rather than a specialist boot fitting.I looked at the products they sell online and naively assumed they would stock all those products in the store, but that became obvious during the fitting. I didn’t love any of the options, and there was no opportunity to try higher‑end models because they simply weren’t available.In the end, I paid £50 for what amounted to a quick foot measurement and trying on a pile of boots I wasn’t interested in. Yes, the fee is refundable against a purchase within 31 days, but that’s not much use when you can’t actually try the higher‑end boots before buying — which is absolutely essential with ski boots.Based on my experience, I wouldn’t recommend Snow+Rock for advanced skiers looking for a proper, knowledgeable boot fitting. The expertise just wasn’t there, and I left feeling like I’d wasted both time and money. Perhaps that’s the price of trying to save a bit by buying in the UK rather than in resort, where the range and expertise tend to be far better.
I gave this one star because zero was not an option. I chose the Chersey branch as they could get my bindings mounted one day before another shop and branch. The day I was due to collect I set off and phoned them (two weeks after leaving skis), but was told they had lost my phone number and the work hadn’t been done because they didn’t know (despite filling in a form previously) where I wanted my bindings mounted. I was then told the technician would have them ready the following morning, one day late, so I reluctantly changed my schedule to collect them. I received a call later in the day asking my to collect at 3 pm because it was a “delicate” job. I was not happy as we were due to go away and I didn’t have the time. Another call from the “manager” highlighted that actually they didn’t have the right “jig” (which is the drill bit) to Mount my standard bindings to standard all mountain skis. I have been fed a string of false information from start to finish. Don’t bother with this overpriced bunch of jokers, book in advance and go to Ski Bartletts. At least these guys know what end of a ski is the front and have the intel and equipment to do the job. Now having to rent skis rather than use my brand new ones due to the unprofessional inept service received.
My wife got my friends to buy me snow and rock vouchers for my 50th birthday so ordered some new bindings. They arrived with a ratchet and extra pads missing. I spoke to nice guy on the phone who told me to send them back but new bindings wouldn’t arrive until after my trip. I just wanted the ratchet but they don’t have spares so said I would order some from someone who did and hopefully they would arrive on time. He said he would give me a £50 voucher and pay for the cost of replacing the parts. The ratchet didn’t arrive on time so I had to snowboard the whole trip with a loose rear strap. Now since my return I was sent a £16 gift card and no refund and every time I email get a different person saying they can’t refund me because it was payed for with vouchers. I supposedly have a voucher on my account which I don’t have and now I am getting no response at all.Keep well away from this company it’s a shambles.Thank you for the reply Snow and Rock. I believe I have been messaging your support team enough and should be contacted by you not the other way around. You have my email and my order number. Also I only wanted reimbursed for the parts I needed to repair my “new” bindings which I spent cash on so another gift voucher was not adequate!
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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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