Review Time
We visited the Chertsey store this morning having booked a 9am ski boot fitting 3 weeks ago (for 2 people). We were told when we arrived that they hadn’t spotted the booking and had no one who could help for 2 hours. We weren’t able to wait so a complete waste of a 2 hour round trip. Can only assume it was the manager that spoke to us but apparently there was nothing he could do… very frustrating experience!
I went to the Chertsey branch on the 12th July 2025 for a custom ski boot fitting where it was mentioned on their website that they provided custom molded footbeds where the insoles are shaped specifically to the contours of your feet. The member of staff who I had to wait 1 hrs and 10 minutes to turn up said that I didn't need it and only measured my feet from heel to toe via a foot ruler. He gave me 3 ski boots to choose from. In the end I purchased a pair of Atomic ATO Hawx Prime 120 S gw ski boots and I used them for my ski trip to Mayrhofen in Austria. I had nothing but issues with these ski boots. They kept getting loose around my lower shins and I constantly had to readjust the buckles gettting them more and more tight but to no avail as the skis eventually kept getting unstable when I wanted to carve or go downhill. This could have all been avoided had the member of staff provided the custom molded footbed service which I was happy to pay extra for but I feel like he couldn't be bothered and therefore fobbed me off. I have tried calling the branch numerous times, spoke to the cotswold head office and have sent a couple of emails over a week ago but no response which leads me to think they really can't be bothered. I went to the Hemel Hempstead branch today and told them the situation. The member of staff found out that the boots I bought from Chertsey were the wrong fit as in too big around my lower shins and that I needed custom fitted insoles. This service was provided at a discount which im appreciative of and I ended up leaving with a pair of Salomon ski books which feel snug, comfortable, light and a very good fit. If you need ski boots fitted go to the Hemel Hempstead branch. Do not bother going to the Chertsey branch
Me and my partner visited Manchester Chill Factore branch for a boot fitting with Sean. Sean was great. Really easy to talk to and he was very accurate and knowledgeable. Made sure we were happy every step of the way. We not only left with a great pair of boots but also learnt so much. After an hour on the slope we are really happy with our boots and would definitely recommend booking a fitting. Thanks again Sean!
Terrific customer-service from Ollie at Port Solent yesterday. He spent some 20 minutes helping me with a problem, despite it being increasingly likely that Snow & Rock wouldn't have exactly what I needed. Impressed by that help, I went home and ordered some other items from the company's website. The Port Solent shop will remain my first port of call for ski equipment and servicing.
Hi dear all, I have a lovely experience with Joe in Cornwall Cotswolds as he was so professional and knowledgeable about the backpack and he adjust the size and comfortable outfit to suit my needs.Thanks so much for all the kind help Joe and I a so appreciate your all kind advice. Best regards,Tanaka
I ordered some ski pants on the 15th April, for my son’s birthday present.They cost me £280, so not cheap. I still have not received them. I have emailed and phoned customer service multiple times. I have even visited the Blue Water store in hope of getting my ski pants. The customer service department is not fit for purpose. Snow and Rock say the pants were dispatched, DHL say they never received the goods and I’m stuck in the middle left to try and find my goods. This company are a joke. The customer is not important to them. Please do not use this appalling company.
Booked to go in and get new ski boots, explaining I would need to have the left one adapted to accommodate an annoying navicular bone. Sean, an experienced fitter (and ski instructor), was prepared, and very helpful. He spent time to work out how to adapt the boot and explained the process to me. The staff were attentive and friendly throughout my time in the shop. This was at their Chill Factore store in Manchester. It was also reassuring to know that any tweaks needed to adapt the boots would be provided at no extra charge.
Fantastic customer service from Lee in the boot fitting department at Snow and Rock , Chill Factor Manchester.Big thanks to Lee for helping me select a new pair of boots. He was extremely professional and polite and demonstrated that he understood my needs. I would definitely recommend him if you need new ski boots.
Update - we visited the store and showed the manger the issue with the helmet and they changed it without hesitation.Much better result than our initial expectations based upon our phone call with the store.Customer service redeemed and a big thank you from us.We’re a regular customer to Snow and Rock so we’re back in a good place.
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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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