Snow+Rock Reviews 

Went to Chertsey store to get a pair of ski boots fitted. Bri was amazing - the best customer service I have ever had in any shop! She was so professional, knowledgeable & patient! There is no other place to go to get some new ski boots!

I bought a pair of ski boots and collected them from the Covent Garden store, I had not booked a fitting but just wanted to try them on in store before I took them away. Even though he was already busy fitting a couple Richard took the trouble of offering me help and advice on the correct fitting and whether what I bought was suitable. He really went the extra mile

I visited snow and rock in port Solent this morning and I would like to feedback about Jim who helped me with some trainers.
He was extremely helpful and definitely went above and beyond to help me.
I have plantar facilitis at the moment and he was very knowledgeable on it and taught me alot about it as well as helping me with a new pair of trainers and insoles.
What was lovely was he was far from pushy in the sale and genuinely wanted to help me with the pain I am in and not pushing extra expense on me.
Am asset to the company for sure.
Thanks again Jim.

I ordered a NorthFace Fleece late at night and it arrived perfectly packaged the next morning!
Brilliant service.

I’m absolutely furious with how Snow+Rock has handled my return and refund. I sent back my items on November 4, 2024, using their own return label, and the DPD tracking shows it was delivered to their warehouse on November 5 and signed for by their staff. It’s been 25 days since it was delivered, and they are still refusing to give me my money back!

I’ve sent them proof multiple times—screenshots of the tracking showing the parcel was delivered, along with my return receipt—but they keep coming back with excuses, saying they haven’t received it. How can they ignore their own tracking and claim they don’t have it when it’s literally on record as delivered to their warehouse?

Their customer service has been beyond useless. I’ve been chasing them for weeks, and all I get are vague replies, broken promises to escalate the issue, and now a claim that they won’t refund me because they have “sufficient evidence” that they didn’t receive it. What evidence?! I’ve shown them everything proving it was delivered!

Their policy says refunds should be processed within 7 working days of receiving a return, but here I am 25 days later with no refund and no proper explanation. This company clearly doesn’t care about its customers, and I’m not the only one dealing with this judging by other reviews.

Avoid Snow+Rock like the plague—they take your money, mess up your return, and then refuse to refund you. Shocking service!

I was kindly gifted a gift card with a lot of money on it to buy a snowboard, they had a terrible choice of shapes and sizes online, advised to go to one of their shops so drove an hour during storm Bert to Filton to find they didn't have any. The guy was really helpful and found one in another store to be delivered to me. I was given the wrong tracking info and took three phone calls to get the correct tracking. We then used the rest of the gift card to buy some mittens which arrived with two left hands! After telling them we wanted it corrected we were told we have to buy a new pair and we'd get a refund back into the gift card once they receive the item back, meaning we would end up with more money out of our account than before. Or we have to drive to a shop during the busiest time of year to exchange them and wait for them to send us a new pair as they don't stock them. Save yourself the hassle and use any other shop than this company!

Mainly stock from last season or season before and very little in what I would call normal sizes. i.e. Medium or Large Men. It is becoming apparent that snow and rock is going downhill very quickly - the high staff turnover at Port Solent seems to suggest there are more underlying problems. Stock that was advertised as "in stock in your chosen store" was nowhere to be seen. Order number 15991682

Went to the Hemel store and quickly saw a staff member who understood my requirements and made an excellent recommendation.
Booked in for boot fitting this week, expecting equally good service!

£50 for a boot fitting if you don’t purchase. We already had a good idea of size/volume from previous boots so wanted to try a pair on we’d seen for a good price. The person on the phone was explicit that we could come and try one on but it would be without any assistance if we didn’t want to pay the £50.

We agreed to do so, but upon arrival we were told no and they wouldn’t let us try a boot on even though it was in stock in the right size. Greeted by the boot fitter with “No, I don’t know who told you that”

We made it clear that it was just to get a feel and if it was in the ballpark of fitting ok that we’d book in, but didn’t want to pay £50 up front in case there were no good options. Still told no.

Waste of a trip and makes little sense seeing as we could have just purchased boots online to pick up in store to try on, without the permission of the boot fitter.

Terrible customer services. Two deliveries which never turned up. Customer services really not bothered when I still hadnt got my £150 order 4 days later and informed me the order had been returned to them and I ‘d have to wait 10 days for refund and reorder if I wanted. I wasted my time and money ensuring I was home when the deliveries were supposed to me made. I lay the blame at DPD primarily but the lack of customer care and interest is firmly with S&R. Won’t be using either company again.

Updated - Dec 24 Since writing my original review S & R contacted me with an apology and have sent a voucher. My initial review still stands but I have upgraded their stars to reflect the later better customer experience.

Excellent customer care and service at the Chertsey branch from a friendly and knowledgeable team. Sold us what we needed/fitted best. No attempts to oversell. Even didn't tell us they had technically closed when we'd finished! Setting up for a full ski season so was a full shopping session!

Dundrum. Greeted cheerfully and quickly. Advised properly without any undue pressure. Could not recommend more.

I booked a ski boot fitting session with the view of buying some new ski boots. I took the day off work and travelled an hour and half to the store next to the Chill Factory. However, the session was a complete waste of time because the store did not stock any ski boots larger than Mondo Point 29. I'm a 30 to 31!! I think that Snow and Rock need to communicate the fact that they only supply a limited range of boot sizes.

Due to small amount of the purchase I decided to use cash, but firstly, server did not now how to handle a cash transaction, then secondly, they didn't have enough change in the till to provide the change for the cash I gave them. Business is not interested in cash purchases

Probably the worse customer service, ordered item in store for home delivery, to then be contacted to say they are not in stock and they need to cancel the order. Then only received less than 50% refund of the purchase price, after 10 emails with evidence being sent back and forward explaining that I had not received the full amount and then being told I had received the full amount and to just check my credit card statement. I ended up contacting my bank to recover the outstanding refund. Really bad customer service and very disappointed. I normally recommend Cotswold and Snow + Rock to students as a Director of a AAP for DofE. Over the years I have sent 1000's of students and run shopping evenings with large groups of students with this company.

I ordered white Reusch Glov REU Alessia Gtx ski gloves where after one use, the gloves turned pink for an unknown reason. The ski gloves were waterproof according to the website so even any liquid would fall into them they should be able to maintain it's colour.
I wanted to return within 30 days of purchase however they didn't allow me because I used them. They did 'lab' reports, and redirected me to their parent company Cotswold Outdoor (at least this is their email signature). Needless to say both companies have the worst customer service. They never resolved my issue and after one year they asked to return the gloves back and asked several times my address when already provided. I would never buy from Snow and Rock or Cotswold Outdoor!

Great service, they know exactly what they are talking about regarding snow sports and particularly ski and board boot fittings.

The staff have a great knowledge of the items they are selling and are very attentive ensuring I got the products I needed.

Ordered ski boots on line, wrong size. They offer a free fitting guide so took the boots in store, measured my feet by a well trained staff member, swapped the boots for the right size. All done with a can do attitude. no issues and one very happy customer

I went with my partner to your shop in Chertsey on Monday. As we walked in the door, we were immediately greeted by two friendly sales staff. A good start.
Upstairs, we spent a couple of minutes checking out the men’s walking boots and after just the right amount of browsing time, Molly approached us and offered help.
Molly was knowledgeable, friendly and efficient. She quickly helped us narrow down the choices (which would have been impossible for us without her expertise) and we made our selection with the minimum of fuss. She then helped us each select suitable walking socks and took us to the cash desk.
Molly was a real advertisement for your store and I hope you will pass on this feedback and give her a well-earned pat on the back. Well done!