Review Time
Snow and Rock, once a reputable company, treat their customers worse than Emu. The Covent Garden London shop claimed they were sending my fitting results by email. They didn't. Subsequent attempts at trying to contact them failed. After my 1 star review on Trustpilot, Head Office sent me a worthless email address [which they know is not manned, nobody ever sends replies] instead of following up the complaint themselves. After a second review they just reiterated that fitting results were emailed automatically. How very strange, as in the meantime, the London shop replied claiming they never send their fitting results by email. They further claim they cannot find my booking slot, implying I never booked the fitting. So Head Office doesn't know what their branches are doing? Who is lying? Both Head Office and branch shirking responsibility for incompetent staff. In the meantime, the customer is left out of pocket, having travelled from Norfolk to London for the fitting.
SCAM SCAM SCAM.One of the worst online experiences I have had. Bought a £500 snowboard with express delivery. 2 weeks later customer services are saying Parcel Force have it, Parcel Force say it never left their warehouse. Now I am left with no board and 500 down with a trip coming up. Promised by their customer service team last week that there would be a resolution, still nothing, still no refund after I was sold a product they never had in stock. Avoid this company at all costs
Quite frankly incompetent customer service - wasted a significant amount of time, effort and money. Massively below basic expectations.Contacted customer service nearly two weeks ago to discuss buying a snowboard (certain colour option preferred). I was told by the agent that the colourway I wanted would 100% be available and sent. Few days later the wrong colour arrived, not an issue, mistakes happen, they arranged a postage label to send the board back and advised to contact the to arrange a second board (the correct colourway to be sent). I attempted to post the board back (using the postage label) at two locations, neither would take due to the label not being for the correct package size, had to drive to the nearest store to return the board.Once returned I contacted customer service again, who once AGAIN advised that the correct colour would be sent and confirmed there would be no errors with the delivery this time.Second board arrived this morning - wrong colourway. Now I'm left with the burden of attempting to return this item again and not only that, no longer have time to arrange an alternative prior to my trip.Absolutely shocking service - customer service agents clearly not trained / lying during conversations. I'd recommend avoiding.Update: I'm aware there was no option to select the colour on the website - which is why I reached out to the customer service team on multiple occasions to discuss delivery options, I have transcripts from them stating there was a 0% chance of receiving a certain colour once they have arranged it - obviously a lie.Secondly, I'm now having issues (9/12/25) returning the second wrong delivery as there are no stores local to me and the team seem unable to organise an appropriate delivery label/confirm that the label is appropriate - I'm not willing to waste anymore of my time/money attempting to return this to a post office that won't take the return.
12DEC2025: In reply to the response below, I sent a formal complaint to Snow+Rock which was pretty much ignored. I will again reaffirm - AT NO POINT was I abusive to any of the staff, in fact I was speechless at the over-reaction by the store manager. I am particularly concerned by the implication that my behaviour was abusive or intimidating. As a woman of colour, I am very aware of how quickly calm assertiveness can be misinterpreted or mischaracterised, and it is troubling that such language has been used without evidence. I absolutely resent these accusations, and expect a factual explanation of how this conclusion was reached as I have followed up via email. I had an appalling experience at this store and want to warn other customers. I tried to return a pair of Brooks shoes I bought after a gait analysis (so I got £15 off). I was told at purchase that I could get a refund, and Snow+Rock’s own policy says full-priced items can be refunded within 30 days.The staff member who claimed to be the manager refused to issue a refund because I had the £15 off, incorrectly assuming it was an item on sale or clearance, and insisted the refund should be “store credit only.” I asked him why I could not have a refund, to which he did not even try to explain, but responded, "It's store policy everywhere". When I explained that I hadn’t been told this upon purchase, otherwise I would never have made a purchase from that store as it was a lot of money, he accused me of “harassing” him, threatened to call security and asked me to leave the store without any refund at all. I then approached security myself, who confirmed they hadn't seen anything happen. I did not raise my voice, insult or verbally abuse anyone. I simply asked for a refund. I could not purchase any other shoe from the store due to my gait, so I was worried a lot of money had been wasted, and I was not going to leave without some type of refund. He then said he would only process my refund if I apologised to him, called me a “Karen,” and claimed all the customers were “on his side” as he tried to humiliate me in front of the whole store. He eventually proceeded with the refund, telling me he was "doing me a favour", adding a false note on my return saying I was rude and aggressive, and that he had been working "five days in a row" so I should be nice to him. Having a bad day doesn't mean you take it out on customers. He also told me I was now BANNED from the store and never to return.This was my first experience here as a customer, and it has completely ruined what should have been a positive moment as a new runner. When I got home and checked the returns policy, it was clear that he had completely misunderstood or misrepresented the situation, OR I had been given the incorrect information about the discount with the gait analysis (I would have happily paid that £15). Had he spoken to me respectfully, we could have had a civil conversation to clear up the misunderstanding, but he chose to be unprofessional and rude because he was having a bad day and was tired.I will not be returning to this store, and will be advising others to avoid this store including all of my running club members. The gait analysis also showed I had a neutral foot, but the arch analysis downstairs showed massive pronation; so beware, the gait analysis is not accurate.
Snow and Rock has lost the whole concept of customer service. They are undermanned in their stores, which means you just cannot be served if there is more then two people in the store. Ordering something online, you will never get the parcel. I have spoken to customer services twice and despite promising to find out what has gone on, have never heard anything since.I am going to have to resort to going to my credit card company to get a refund for a parcel I never got.Will not go near them again.
Hi,I came into your Covent Garden store this morning for a pre booked running gait analysis. I was really excited for it and had put aside money to buy some new running shoes. I’m really disappointed with the experience, so left feeling quite gutted. The iPad app wasn’t working and so the running gait advisor (who was very nice) just filmed me on the treadmill on the normal camera. But she didn’t know how to analyse the run. 5 mins after this she told me that it was time to go on her break & swapped out with another colleague. But this colleague hardly said anything to me, didn’t know answers to my questions and left me feeling like a bit of a lemon asking questions about my feet and which trainers would suit best. I wasn’t emailed any of the analysis, like I was told I was. I’m really disappointed because I don’t typically spend a lot of money on things like this, but I had intentionally set aside my savings to treat myself after working hard with my running. I had no clue which trainers to buy - or what trainers would be good for my feet - so I left empty handed and £15 down. It’s really not worth the money to pay for this analysis, as I had no expertise, advice or even basic customer service. Would love my £15 back really :(
I came into the Snow and Rock Cotswold Covent Garden shop to ask about hopeful vegetarian friendly new winter gloves (according to my phone I came in on Friday the 14th November I think).I was served by Kenzui, Emil & Jake who consistently made a solid effort I felt and I'm trying to say thank you! Also the sorry I get his name but the security man on shift was friendly to me too: thank you guys!Raza =)(brown boy who came in with just eat delivery bag and communicated by typing things on the phone while non verbal etc...)
Visited the Chertsey store for ski boot fitting and came out with a well fitting pair of ski boots and confident that they will serve me well.It's safe to say that ski boot fitting is a very subjective aspect, and you do place a large amount of faith in the boot fitter to assess and recommend the right boots for you. I have been to multiple stores (not restricted to S&R) for boot fitting, and can honestly say that the experience I had at the Chertsey store was one of (if not the) best I've had so far. The boot fitter (Bri) was able to identify every issue with my feet and identify the perfect boots to satisfy my somewhat large range of requirements, and over the appointment was able to zero in on the perfect boots for me for performance and fit.I'm glad I made the journey there and would recommend to friends/family.
I had an excellent experience thanks to Sean. He was incredibly knowledgeable, attentive, and led his team brilliantly throughout my appointment. His professionalism and warm approach made a real impression, and I would absolutely be a return customer based on this experience. What a guy! Nat
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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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