Snow+Rock Bewertungen 517

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!

Cormac was brilliant explaining all about how to get ski boots fitted and how to put the bindings on correctly (learning this after 17 years) and also how to look after the boots for future trips.

An item wasn't included in my order, and despite a month of chasing, Snow + Rock have still not sent me either the missing item or a refund. Am raising a complaint with my credit card company, and will not shop with them online again.

I visited the Covent Garden store and Kenzie looked after me. She was amazing and very helpful, this visit has significantly fixed my pain in my legs from running and she guided me to the right shoes for me, highly recommend her. The manager is a bit of a misery guts but pay no attention just go to Kenzie (pure American legend).

I bought snowboard boots from Snow and Rock with buying a gift card to cover the exact price during checkout. The very next day, they cancelled my order, saying the item was out of stock with no restock planned.

This is a straight failure to deliver on their part. I paid in good faith and got nothing. Instead of a proper refund, they sent me another gift card by post after a week. That's useless to me right now. I had to rush around and buy the same boots elsewhere, ending up seriously out of pocket through no fault of my own.

No apology, no real help, just forcing me to shop with them again with locked-in credit. Their handling of their own mistake is terrible and has completely destroyed my trust in Snow and Rock.

Avoid using gift cards for online orders with them. If they mess up, your money gets trapped with a company you no longer want to deal with.

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.

Don’t buy from this company customer support is terrible and they told me that the Oakley ski goggles are not faulty and there scratches that cause the fault. If they couldnt find a fault how can they say the scratch is causing the fault. I bought Oakley line minor pro and the steam up my brother has Oakley line minor his don’t steam up on the same slop DO NOT USE THIS COMPANY

On Feb 7th I checked in my Libtech 159 for a full service. The board was checked over, and told that as service volumes were high, return would be earliest Feb 24th, a full two and a half weeks later. As this was close to my departure date, the member of staff assured me that as a long term customer with phone and email on the system, they would phone or update within the week on the service progress. Having heard nothing for two and and half weeks, I phoned on the afternoon 24th to be told that the board would be available ' within the hour'. Traveling to Chertsey at 10am to pick the board up, I was informed on arrival that the board could not be 'fixed', and returned unserviced. No work had been done on the board, no explanation, and no opportunity now to get any service before flying out. The store manager was superficially apologetic but offered no explanation, alternative help or compensation. Just a shrug of the shoulders and a mumbled sorry when I asked if they could help me out with a wax and tuning kit so that i could do the job myself.

I have been loyal to Snow and Rock for many years, not just from having met and sailed with the founder, but on the basis of their service, which in the past has been excellent. I also ignored advice from others that in recent years their standards have slipped to the point of incompetence. I stand corrected, they get no future business from me.

update - I just received a call from a member of the S&R staff who wants to remain anonymous. Apparently my snowboard never left the Chertsey site for servicing elsewhere (assumed Bristol workshop) as they are experiencing staff and logisitics problems. Frankly this isn't helpful, all it would have taken was an apology and a phone call to give me time to make alternative arrangements. Very poor.

Update 24/2/2026 - I did receive from Snow & Rock via Trustpilot but it got filtered into my junk folder, only just seen this today, so at least the company have made an attempt to make amends at some level. Too late unfortunately. After a little digging, much better alternatives are available, ( Absolute Snow for example) who offer first class service and better pricing.

I purchased some ski boots last year from snow rock hemel, Hampstead. First time for going skiing. I had my boots, especially moulded to my feet. I said to them that these are too tight. I always go up a size the year on, I've tried to sell the boots, and I've realised that the boots are actually for someone who is a UK 8.5 i am usually a UK 10 the guy was very pushy, an Admin that I had these so tight my 8 grand skiing experience was ruined by my boots.Thanks again snow and rock.
Just to mention also four hundred pound down

I went today with my children to buy her gear for DofE stuff and Simon attended to us, he was very accommodating and knowledgeable.
Great customer service
Solid gears
Thank you

Rude and unhelpful staff. We tried to speak to someone who just walked passed and said he was unavailable.
I only wanted to ask a quick question! No one helped us so we walked out.
We were looking to buy 2 sets of skis so would have spent over a £1000. Went to Ellis Brigham, they were amazing!
Ps this is the 3rd time we have been in and the service has been rubbish every time. This is the Covent Garden store. Avoid!!

Impossible customer service. I've been trying to request a refund on a defected item for months but I just can't get a response. Phone lines keep ringing through. Emails go unanswered. I've waved goodbye to my money. Shell of a company.

Order #16083915 10 December 2025 (£185.78) for two Montane fleeces. Fleeces arrived but the fit/cut was too tight despite me being a medium. Specifically when you raise your arms up the waist hem would ride up exposing your midsection to the cold.

I asked to return them and was given a printable royal mail label.

After dropping the package off at the post office I waited until 10th January to ask what was going on.

Millie asked for proof of postage so I uploaded a photo of the receipt and she said to wait 2-3 days.

On 14th Jan I returned to the chat window and Hayden said the 3 things (1) that the two fleeces have not been found at their warehouse and no refund will be given and (2) that is their final decision and there's no appeals and (3) if I want a refund to take it up with the courier (royal mail).

So buyers beware they are readily and openly denying refunds and blaming royal mail and putting the onus on you to persue the courier despite the return label being provided by themselves in the first place!

Helmet arrived used - hair on the inside, dent and scratches on the outside. it was expensive giro ski helmet. delivery was also painful slow so overall terrible experience and i will avoid buying from them ever again.

Went to s&r for ski boots / fitting - completely new to skiing so don't know how they should feel. Sent me away with narrow boots for my wide feet! Lots of pain ruined the holiday. Went back for refitting, then next holiday, same problem - lots of pain. Gave up and hired boots to not completely ruin the holiday again and told my own boots will never be comfortable they are much too narrow. No reply from customer service to offer any kind of remedy, not even a sorry.

Be warned - this company scam people out of refunds!

I purchased a children's ski helmet & a ski top online (amongst many other purchases from this shop for our first family ski holiday).
When I decided to return the items, I logged into my customer account and saw they had '90 days' and '88 days' left to return, respectively. On this basis, I decided rather than pay to return by post, I'd wait until I was next going into London to return in person to a store.
When I did so, the items still showed as '76 days' and '74' days left to return.
Upon arrival at the Monument store, I was told I couldn't return either item as both helmets and sale items need to be returned within 14 days. I showed the staff member my account showing the 'days to return', which she said was incorrect and I needed to take it up with Customer Services.
My issue here is that Snow & Rock's customer account refund page shows wholly inaccurate and misleading information and DOES NOT show the correct returns period for items. This essentially scams customers out of being able to get refunds. The information they show on their website in customer account refunds is a misrepresentation of their actual T&C's and they're using this to deny honest refunds. AVOID AT ALL COSTS!!!!

Really bad experience with the store, scheduled a snowboard boot fitting and the staff that initially attended to me was not very attentive and looks like he could not be bothered at all, he was servicing 3 other people and was just focus on them and ignoring me all throughout, then he transferred me to his other colleague which smelled like alcohol and not sure about what to do as the other staff just transferred me to him without a proper discussion of what I need. In the end, I didn’t get what I need and wanted because of bad staff behaviour so I just transferred to another store where I got what I wanted and needed. Overall bad experience and very disappointing, waste of time.

I have challenging feet due to medical reasons so getting ski boots is never an easy task for me. Laura, from the Port Solent branch went above and beyond to make sure I didn’t leave the store until everything was perfect. I would highly recommend Snow & Rock to anyone and Laura particularly!

Ordered some Ski poles online, specifically because they were stated as 'in stock' and I could collect. Only after I had completed the purchase did the order state that they would be delivered to the store 4-5days later, and too late for my trip. I tried to contact the store, but no answer on the phone after multiple attempts. The following day I was able to speak to someone who was completely unhelpful with no suggestions or information that could be provided. I tried to cancel the order but there is no way of doing this through the website. It just feels like I have been duped into a purchase. Would advise extreme caution is ordering something from this company.

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