Snow+Rock Avis 539

Theft - bought a 1k GBP garmin watch which was faulty. Gave it back and after 2 months still no reply or trace of either the watch or any reimbursement. Customer service is saying they cannot do anything because it’s a warehouse issue. I have had to file a fraud complaint with my credit card. Stay away!!

I brought a pair of Scarpa reflex vs climbing shoes in March as I’ve been getting back into indoor climbing with my son. I have climbed less than once a week all indoors and at the weekend found the soles coming Hadleigh away at the toes. I rang snow and rock and from the conversation assumed after a store inspection I would get a replacement in store. After a long drive to the chertsey store I was told they have to send to scarpa and it could take 2 weeks. The shoes are obviously new and only used in store. I now face two weeks of rental shoes at extra cost and another trip to collect the new shoes. Amazingly disappointed in scarps quality (it always used to be so good) and snow and rocks attitude - will not buy from snow and rock or scarpa again

Amazing shop

Returned an expensive jacket for warranty claim, after 4 weeks have now passed I have tried to get an update from the aftersales team now on 7 different occasions with either silence or empty call / message centre ‘promises’ to get an update.

Still no update - DO NOT BUY from this company because the customer service is at borderline scam levels of awfulness.

I now have no jacket, no refund, no idea what is happening.

I ordered some trainers 24/4 with next day delivery.They were out for delivery 3 days running but nobody came to my house.I finally changed the delivery to pick up and it arrived 2 days later and I collected it.I contacted customer services 26/4 but got no reply.

I recently booked a gait analysis at Snow + Rock in Bluewater and unfortunately found the whole experience disappointing and not worth the time or money.

The machine recommended a shoe size one and a half sizes larger than what I normally wear. While I understand that running shoes can sometimes require going up half or even a full size, this felt excessive. The sales assistant encouraged me to trust the result, despite being clearly too big, with noticeable gaping at the sides.

The treadmill analysis itself didn’t add much value. It was difficult to clearly see or understand the differences between the shoes I was trying, and I didn’t feel the results were properly explained or interpreted.

What made the experience more frustrating was the limited range of stability shoes available in store, particularly from some of the main brands. Without being able to try a wider selection, it’s hard to make an informed decision about what actually works.

I also felt I was being steered towards buying extras such as socks and insoles, which didn’t seem appropriate given that no suitable shoe had been identified.

A disappointing experience that did not feel particularly expert or informative.

Order not delivered to me but somewhere else. Impossible to get hold of anyone at Snow and Rock. This is appalling! I wish I'd read the reviews before ordering. Would not order on line again...ever from S&R!

Snow+Rock retail store staff were helpful and online order has a good selection, and delivered quickly.

TLDR: Customer service online is non-existent - never responds.

I have been completely unable to contact customer service about a return for over a week.

Web: I've tried sending two support requests through their help site - no response. I can see it's not my email because there's no response listed on the help site under my account.

Chat: tried chat system - "connecting me to a support agent" for ages but never get through.

Phone: Currently on phone and I am fairly sure that won't be answered either. No indication of queue length.

Really bad service - never had this before with an online retailer.

If anyone reads this from Snow+Rock, support requests are 1896179 and 1892883 about order 16133419 - please get in touch, my email is in those requests!

My The North Face Chakal Jacket failed after very limited use, but the response was simply to refuse help because it was outside warranty.

For a retailer selling premium outdoor gear, this approach to customer service and product durability is not acceptable.

I ordered some jackets on 1st April for a ski trip in April, first 2 I thought were NDD but they weren’t (one item wasn’t) so I places a 2nd order with the same jacket as order 1 for NDD. Then the first 2 arrived very promptly which was a happy surprise. I need to return one of my items but thought I’d wait for the 2nd order to arrive so I can return all together. I never received an order confirmation for the 2nd order (I was charged). After a week I received a shipping notification (not NDD) and that I would receive correspondence from the courier. I have received nothing from the courier, the only acknowledgement of this order is the one shipping email 7 days after ordering.
I can’t get into an online account, it won’t let me register, I already have some sort of guest account due to my 2 purchases but when the website “sends me an email” with a link…. It never arrives. I have tried WhatsApp support, email support and ringing customer service but NO ONE ANSWERS. I now can’t return the jackets, there’s an option for postal return for £4.95, but if I can’t trust the company to acknowledge the order how can I trust them to a acknowledge a return???? Not also forgetting it has been 3 weeks since I ordered a jacket for NDD without receiving. I am £500 out of pocket. This isn’t ok. Shocking customer service, shocking service. I thought this was a decent company but I have literally been scammed out of hundreds of £. How is this okay?

We returned ski goggles on the 28th March 2026 that arrived scratched. Tracking shows that S&R have received the item.

Fast forward over 3 weeks and we are yet to receive a refund, we used the online form to contact S&R and they have not responded.

As you can see from the other reviews their customer service is appalling and not what you would expect for a seller of premium winter goods. I would recommend using a different company for purchases.

Order parcel, never delivered and 3 weeks on I am still waiting for customer services to respond. Worst company I have ever used.

i received a faulty pair of shoes and returned them on the same day after speaking to them which took 20 min of holding to answer the phone.sent the shoes back on same day as received and 2 weeks on no refund.send them an e mail regarding this and requested replacement of shoes and 4 days on no reply.rang them again and took 15m to answer phone and now 23 minutes on and have been told they will send replacement..i think 1 star rating is still a star and there is option for zero stars.good luck to all shopping on line with them..

Next day delivery has taken 5 days so far and I’ll have to go skiing without the skis I ordered. Tracking doesn’t work properly either because they use Evri.

Ordered online for next day delivery, received an email the following morning advising parcel delayed. When it did arrive it was too big, the sizing chart seems to be incorrect as I used their measurements. Fortunately, it was easy to return to store for a refund (the only reason they get 2 stars). I ordered a smaller size on 1/4, again for next day delivery. Yet again an email the next morning saying parcel delayed. If they cannot honour next day delivery they should not be offering it, they should say standard delivery. It’s now 6/4 and I don’t have a delivery date, just an email saying will be dispatched shortly.

What a joke—and an absolute disgrace.

I contacted customer care to try and resolve this, and the experience was beyond frustrating. I’m not even sure if the service is outsourced, but the representative I spoke with had no understanding of the situation.
I clearly explained the issue and asked how it would be resolved.

The first suggestion? That I travel to the next nearest store—in London, over 600 km away. I explained, again, that this was the only Snow + Rock store on the entire island of Ireland, north and south.

The next suggestion was that I find an independent store, pay out of pocket for services, and then seek reimbursement. This is completely unrealistic. I also explained to her that this was the only shop in the whole of Ireland that do custom ski boots and proper drilling and servicing.

Then I was told I could post my boots to England to have them fitted. That suggestion speaks for itself—custom fitting requires the customer to be physically present. It is not something that can be done remotely, am I to cut my feet off and post them too.

When I raised concerns about delivery reliability and potential customs charges, there was no clear answer.

At this point,

I want to address Snow + Rock directly:

This is not an isolated issue affecting one or two customers. This impacts every single person across Ireland—north and south—who has purchased ski boots or equipment requiring fitting and servicing.

I do not want another generic response about “valued customers” or instructions to contact customer care. I already have—and it has led nowhere.

If a proper and practical resolution is not provided, I will be escalating this publicly and formally.

This will include leaving an email address where others can get in touch who are in the same situation and Submit documented complaints compiling evidence, including receipts, guarantees, and correspondence, and forwarding these to consumer affairs representatives.

Something like

Snowandrockredress

I will be putting it on

Trustpilot, Google Reviews, and reddit

I will also be in contact with Dundrum Town Centre management
Other outdoor retailers.

Any future tenants of your former location with the same email address and how to contact me.

I will be taking screen shoots of these reviews and responses and sending them onto Conor Pope The Irish Times consumer affairs correspondent and get it published into the paper.

Customers should not be left without support, particularly when specialist services like boot fitting are part of the original purchase expectation.

Having a background in Company Law and informing already the CCPC. There is a huge case to answer.

Im sure there would be over 150 ski boots sold if not more over the last two years along with skis.

Under new legislation rules brought in by the law society there is collective legal action route that can be taken.

You will not be leaving out the back door on this.

You may call this a “change in store presence,” but in reality, you are withdrawing entirely from Ireland—leaving customers behind without a viable solution.

This is not acceptable.
I expect a clear, realistic, and accountable response.

This is beyond disgraceful. It is a complete dereliction of responsibility.

Snow and Rock have not just left Ireland. They have walked away from their customers and from their legal obligations, leaving people who spent serious money completely exposed.

We are not talking about cheap purchases. We are talking about premium gear. Ski boots. Technical footwear. Products that cost hundreds of euro and are sold on the promise of quality, expertise, and aftercare.

I bought ski boots in January. Fitted properly. Sold with confidence. Sold with a clear two year guarantee. That guarantee was part of the sale. It was part of the trust.

Now, just weeks later, the company exits the Irish market and effectively says nothing.

No plan. No support. No contact point. No accountability.

Under Irish law, this is indefensible. The Sale of Goods and Supply of Services Act 1980 is absolutely clear. Goods must be durable, fit for purpose, and of merchantable quality. If they fail, the retailer is responsible.

EU law strengthens that position even further. The Sale of Goods Directive guarantees consumers the right to repair, replacement, or refund for faulty goods within a minimum two year period.

These are not optional guidelines. These are legal obligations.

You do not get to sell high end ski boots in January, take people’s money, promise a two year guarantee, and then disappear in March as if none of that matters.

That is not just poor service. That is a complete abandonment of duty.

Customers are now left in limbo. If those ski boots fail, if the fit breaks down, if there is a defect, what exactly are people supposed to do

Ship them abroad at their own cost
Chase a company that no longer operates here
Fight for basic rights that should have been honoured without question

It is outrageous.

And to add insult to injury, customers are now effectively forced toward competitors like 53 Degrees North and Great Outdoors, businesses that had nothing to do with the original sale, simply because Snow and Rock has abandoned the market and left a vacuum behind.

This is not a transition. It is a collapse in responsibility.

There should have been a structured exit. There should have been a named service provider in Ireland. There should have been direct communication to every customer with an active guarantee.

Instead, there is silence.

Snow and Rock have taken customers’ money, traded on trust, and then walked away, leaving people up a river without a paddle.

It raises a serious question. If a company can enter a market, sell premium products with legal guarantees, and then exit without honouring them, what protection do consumers actually have

Right now, it feels like none.

And that is completely unacceptable.

Sam Snelling went beyond and above to help us choose ski boots. Sam is very knowledgeable about the product, listens to the customer, adds value and makes you comfortable too. He is friendly and very patience . He truly deserves five stars and six if there was ever an option . Many thanks Sam we will be back .

I returned 2 items to Snow and Rock in January and the tracking shows clear evidence that the items were collected from their delivery office. All the evidence has been sent including Royal Mail Screenshots with the tracking number.
I have contacted Snow and Rock on several occasions to find out the status of the refund over the last few weeks but they have not responded and it is impossible to get through to customer services.
I can see by reading other reviews that I am not the only one who has had difficulty in obtaining a refund,
I would not purchase any items from Snow and Rock or Cotswold Outdoor again!

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