Snow+Rock Recensioni 518

Terrible delivery service and support
I 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

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.

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.

Next day delivery item not delivered.

Stayed in all day for a package that never came.

Spent over an hour on hold to then get a message that the line was closed.

No response to any message on line.

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!

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.

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!

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

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 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.

Avoid, ordered a jacket start of December apparently dispatched 13th but not received. Meant to be a Christmas present. I have emailed twice and called twice but no replies or answer. All seems like a con. Dodgy company avoid.

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.

Very disappointed spent alot of money on a new snowboard and bindings that the courier made no attempt to deliver and it got returned to S&R by them , no communication and by time I got refunded no longer in stock.

Beware when you buy a sale item as you won't get your money back on a return. Only a credit note

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.

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.

Laura in the boot fitting department was fantastic. Her knowledge and understanding of our requirements was brilliant. I’ll be returning to this shop to buy my new snowboard boots purely due to her.