Rock + Run Avis 795

I bought some new Mammut Kento Mountain Boots and used them once on a winter route. The rubber toe cap split immediately on one boot. Rock and Run declined to process a warranty claim despite their age stating a sharp edge had caused the issue. I dont disagree with this but an incredibly disappointing response considering the sport involves climbing on rock and ice with crampons. A B3 mountain boot should be more durable when brand new and costing £300. R+R even insinuated it could have been caused by an axe which was bizarre and I can only assume they were clutching at straws.
Won't be buying any more Mammut boots and certainly wont be using R+R again. Will be ensuring I mention this experience to all climbing partners moving forward and would stick to local companies despite paying slightly extra as much more helpful with any issues.

My son needed a pair of climbing shoes. The service we received at Rock and Run was exceptional. Great advice from insanely knowledgeable staff, friendly, professional, no hard sell, and all the time in the world for my son to try on and find his ideal shoes. Highly recommended. Thank you R&R.

Exemplary service for Rob & Leo Barr, climbing footwear selection second to none. Callum and the older bearded chap were so kind and thoughtful. Just superb.

Having spent a lovely week walking in the Lake District, we popped into the impressive showroom on our way home to Wales. I needed some advice on walking boots as mine were no longer waterproof.
Exceptional product knowledge and a welcome friendly service, where nothing was too much trouble. Tried several pairs of quality boots on before deciding on a very comfortable pair of La Sportiva.
Thank you.

Purchased some Scarpa approach shoes from Rock and Run recently. Spoke to Callum regarding the order and he was very helpful. Communication was excellent, delivery was free and prompt.
All good so far and would recommend

I bought a sea to summit air mattress extreme £220 in 2021 , i was originally told lifetime guarantee except for misuse , ok i thought should be at least a good make n model and i was right , belter and for 3 winters camping i was nice n toasty, summer ends of 2025 getting my gear ready and my mat aint holding air no more , no damage just failed to hold air , contacted sea to summit but got absolutely no reply , disgraceful , .. so i contacted rock and run where i purchased it online , they were able to track back almost 4years ago even though i didnt have the order number anymore , they organised the mat to be picked up locally to me free of charge to bring it in for inspection ,2 weeks layover while tests were done , got an email 2 weeks to the day saying , it failed the company tests also , that model is no longer available but would i be happy with the updated new model with slightly better specifications , yes please i said , 5 days later i got a brand new sea to summit mat , as i said No thanks to sea to summit ,they are a disgrace .. but rock and run managed to track an old order and replaced the mat .. 10 / 10 rock and run

I am a USA customer. I have purchased from Rock+Run multiple times in the past. Last month I placed an order for 3 pairs of shoes. I received the email that the order was on it's way. Unfortunately, without warning, DHL hiked the fees to a point that it was more costly than the items themselves. Rock+Run made every effort to sort it out, to figure out what these costs were, because it should not have had these inflated fees, which leads me to believe that DHL, is profiting under the guise of tariffs. They could not offer an invoice breakdown of fees. My small order did not reach the limits for such tariffs. So, Rock+Run, after 10 days of trying to reason with DHL on my behalf, was so kind as to refund my order in whole and take the shipment back. Of course, I have learned now, that things are not as they once were, but I am hoping that someday, I will be able to order from them again. They went above and beyond to help me and I can't say thank you enough!

I visited the show room today looking for some climbing shoes. I took my old ones with me and tried a few other brands. Sadly not suitable but the advice I received was top drawer, genuine useful advice instead of trying to get me to buy something not suitable. I really appreciate this and it reflects incredibly well on the company. Won't hesitate to recommend and use them again myself.
Many thanks!

I do not recommend this store.
I bought a pair of LA SPORTIVA shoes that started coming apart after just a few weeks of use. I submitted a complaint and received a replacement pair – unfortunately, the same issue occurred in exactly the same spot. When I filed another complaint, this time requesting a refund, it was rejected with the explanation that I had misused the shoes.

In my opinion, this is just an attempt to shift the blame onto the customer, despite a clear manufacturing defect. The shoes couldn’t even withstand normal, everyday wear. I strongly advise against shopping at this store – neither the quality of the products nor their customer service meets basic standards.

Brilliant customer service. I accidentally ordered a pair of climbing shoes to the wrong address, but the team quickly updated the details first thing in the morning and got the shoes shipped out swiftly. Would definitely order from them again.

I tried to buy a pair of climbing shoes online and the fit wasn't right. I tried to get a replacement, but the shoe I wanted wasn't available in the size I ordered. Rock and run were extremely helpful on the phone, able to give me advice on alternate shoes and how the fit differed from standard shoes. The new pair arrived less than 24hrs after I spoke to them, and are a really good fit. I'd definitely use them again.

One of my favourite sacks was and is the Rock n Run Ridgerunner from 1986. Yep that’s right 1986 and the stitching was going at the bottom. I was amazed when on mentioning it in store Nick suggested they could probably fix it. Within a day they had reinforced all the stitching inside, replaced the bungee cord and stitched on the new Rock n Run logo all at no charge. When you can extend the life of a much loved piece of kit it is a win win. Excellent company - they were in 1986 and still are today.

Great in-store customer service from Nick, who gave us really helpful advice re. sleeping mats. We are so pleased with our mat purchase and the super-lightweight quilt is just fantastic too. Very convenient to be able to see and try the products out in store before purchasing. Highly recommend a trip here - wide range of products, good prices and the view from the showroom across the sea to the Lakeland mountains is spectacular!

I wanted a pair of Darn Tough socks which are expensive. They are expensive because they are great socks and come with a lifetime guarantee.
Rock+Run were selling for £20 which is a great deal. I bought the socks and they were delivered a couple of days later. 👍🏻👍🏻.
I had no issues and would happily do business with R+R again.

I placed an order on Sunday. On Thursday I finally got an email to say it had been despatched - four days after I'd placed (and paid for) the order. A tracking number was given for Royal Mail - which came up with the response "We can't confirm the status of this item - try tomorrow". So I'm unlikely to get my order before Monday at the earliest. Meanwhile, Rock & Run has charged me £5.50 for postage, which is above the industry standard. I think four days for despatch is very poor - and then using an inferior Royal Mail service doesn't merit the premium charge.

I had a very disappointing experience with Rock+Run regarding their misleading pricing and shipping policies for EU customers. They advertise shipping to Europe, yet their pricing structure is deceptive.

The product prices are explained this way: "on European orders we do not charge VAT but the prices are increased by 20% so are usually in line with our UK prices that include VAT". This is making them significantly more expensive than any other European retailer. They do not charge VAT but instead inflate their prices under the pretense of "additional logistics costs". This crucial detail is buried in their policies and not transparently communicated at checkout.

Furthermore, they place the full burden of customs duties, taxes, and administrative fees on the customer without clear disclosure during the purchase process. When confronted about this, their customer service simply pointed to their shipping policy and refused to acknowledge any misleading practices.

My order total in their web shop was 329.80 euros. After a few days I received a message from DPL NL about import handeling and VAT payment on my order, otherwise my order would be returned (at a loss) to sender. These expences had a price tag of 123,37 euros. This means that in the end, I paid total of 100 euros more than I would have, if I bought in Finland, which, by the way, is one of our most expencive EU countries.

Had I been made fully aware of these pricing tactics upfront, I would have never ordered from Rock+Run. **EU customers should be extremely cautious before making a purchase, as you may end up paying far more than anticipated**.

I strongly advise buying from a reputable EU-based retailer to avoid hidden costs and an unhelpful customer service experience.

Worst outdoor equipment shopping experience. I ordered a pole and a headlamp. They didn’t ship an entire week then refund it without any notice and apology. Worst part is they rather refund they deduct same amount if money from my bank account AGAIN!!! Try to communicate with them still. O reply yet.

Spoke on the phone to Nick, he was absolutely amazing at answering my questions. He had great technical knowledge. Couldn't recommend a shop and its staff more. Wish I lived closer!

Excellent customer services, I made a mistake with my address so delivery was returned but the team ensured the item arrived in time for me.

Rock + Run refused to replace la sportiva shoes on which the sole came apart after only 4 months. They claimed excessive wear, which is unacceptable for a premium brand and premium priced item after only 4 months of normal use. I paid a premium for an item i would expect to last, terrible customer service