Snow+Rock Avis 

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!

I booked a 60 minute outdoor footwear fitting service under the impression I'd get some expert advice on hiking boots based on the specifics of my actual feet. All I got was my foot measured (no news on that score) and a few boot suggestions based on where I'm hiking i.e. the basic insights you'd expect from a staff member in a specialist shop. I went out of my way to make time for the appointment but ended up making my choice based on online boot reviews I googled whilst sat in the shop. The assistant recommended wearing the boots at home to make sure I've got the right size so clearly not confident in their own measuring services. The shop does have a good selection of kit hence 3 stars.

Helpful patient staff and the Volumental foot scanning app helped me to choose an excellent pair of walking shoes. My feet are notoriously difficult to find comfortable shoes for and the Volumental foot scanner was a game changer. It identified the exact sizing of my feet in a perfectly zoned fashion and then recommended shoe models especially suited to my feet from the range in store. This is such an invaluable tech addition to the purchasing process and I am thrilled with the shoes it allowed me to choose. Now I am the proud owner and wearer of a pair of extremely comfortable Meindl walking shoes identified with the help of the app. Just fab!

The shop was quite busy but I received very good customer service from two sales persons. The first one made the effort to look for a size small even though it was not on display. The second person undressed a manikin so I could try on the shirt. Their efforts resulted in me buying two shirts and two pairs of shorts. Finally, I got very friendly service at the cash register from a third employee. All this at the end of the day on a Sunday! Thank you.

Fantastic service yesterday from Steve and Ollie at Hemel Hempstead store. The guys were so knowledgeable, experienced and helpful, they took all the time we needed to allow us to select the best ski boots for us. There was absolutely no rush, no hard sell, they just wanted to make sure we went away with the right boots for us. Once I’d done a couple of hours skiing they encouraged me to come back, talk about any pinch points in the boots. They then stretched specific areas of the boots bespoke to my feet. We were so impressed with the way the whole boot fit and purchase and then aftercare was handled. Thanks Steve and Ollie, I’m sure we’ll be back for more gear before the season starts!

So often I’m let down by my experiences with retail businesses! Kelly however in the Exeter branch was amazing, helpful, enthusiastic and knowledgeable!A real credit to the business

Excellent service with deep technical knowledge

I bought two pairs of ski googles and missed the first delivery, I scheduled a second delivery. In the meantime Snow + Rock decided to cancel my order and the delivery company was instructed to return them to store, they put the price of the goggles on their website up by £20 each and said I must reorder them. I ordered elsewhere because I was disgusted by their actions but I am still waiting for a refund, they cancelled the order two weeks ago. Never dealing with them again.

I bought £200 worth of clothes, with no options for postage except £5.95 - it's next day delivery. however I didn't necessarily want next day delivery, I would have preferred waiting and paying less - or nothing.

I bought a few things from other ski and snowboard online stores, and they all had free postage.

Next time, I will shop at those first, and if they don't have what I'm looking for, check snow and rock.

Travelling a distance to Cotswold Outdoors in Leeds is well worth the effort and time .
It is easy to find, close to Leeds City Railway station and well stocked .
Superb, patient and well informed sales team.
Buying footwear for outdoor pursuits can be arduous, especially for some customers but with the staff's knowledge and experience it can be made so much easier.
This team will remain the tops for me .

My new ski trousers had a split seam but the staff at Snow and Rock Filton were really helpful and gave me a new pair straight away. They were also incredibly knowledgeable and helpful about the best trekking shoes for me - much better than just trying to shop online.

Fantastic service by Gem today in Snow and Rock, Leeds. Really knew his stuff and took the time to understand my requirements and issues, whilst adding relevant knowledge and information as to what I require, not only for my level now but as I (hopefully!) progress to ensure longevity of the boots I buy. Had a full custom boot fit including bespoke insoles and I’ve ended up with boots that cause me no pain and fit like slippers, whilst being tight in all the right places. Would 100% recommend him and the service. No more hire boot agony!

I have been shopping at Cotswalds didsbury the past two months for hiking stuff
First time I bought boots (Sam)
Second time I shopped for pants and bit and bobs (Jay)
Both were super helpful and nice so wanted to send my positive feedback

Friendly reception, careful attention to how I experienced the problem with my old ski boots, clear advice and sharing of options and then stretching the boots as required. All in one appointment lasting less than an hour and at a reasonable price. I am a satisfied customer Bristol Filton Snow and Rock!

I bought an Osprey Exos Pro 55 rucksack for £240. It arrived with a cut hip belt strap.

I emailed and sent photographs following assessment I was advised to post the rucksack back, insured, I paid £12.15.

Customer services replied - I had snagged the strap on a sharp object.

I went to Osprey, explained the situation, emailed photos of the damage, and explained that Snow+Rock had said I had snagged the strap - Osprey came back promptly and sent a new strap at no cost; excellent service!!! That's why I would buy an Osprey rucksack again.

Personally, I wouldn't buy again from Snow+Rock or Cotswold Outdoors - the same group of companies, with the same customer services department.

If I had seen the number of 1 star reviews before I ordered online then I would have bought the rucksack elsewhere in the first place.

I've been really disappointed with the way Snow + Rock have handled faulty Salomon Speedcross trainers they supplied. The plastic lace holding mechanism has stripped the outer element of the lace away, meaning the lace does not hold any more on one shoe, which is dangerous when walking across rough ground. Snow & Rock are insisting laces are not covered in their warranty, and they cannot supply new laces anyway. This means if it's down to them, I have to bin a £120 pair of trainers within 2 months of purchase. The only point of a retailer is to supply and manage product issues. Given they fail to achieve the latter, I would strongly look at other retailers first where at all possible.

My daughter has just been into the Leeds store and your assistant was very rude and dismissive. Unfortunately bank of Dad was due to treat her to some new ski boots, so that is her and my custom lost, due to that particular member of staff.

Terrible Service for the Purchase, or not, of Ski Boots. I attended the store on Sunday with my daughter to buy a pair of ski boots for her birthday. The fitting man tried to sell her Salomon boots that my daughter did not feel comfortable in as she preferred the Rossignol boots that fitted her better. He also suggested we may be better buying some Lange boots on line as he did not have them in store. He made us both feel really uncomfortable with how overly persuasive he was to buy the Salomon boots when my daughter was not keen on them even though we had told him we preferred the Rossignol boots, so we decided to leave it for a couple of days. Before leaving the store, he said he would reserve the Rossignol boots for us that my daughter was keen and if we did decide to purchase the Lange boots on line he would be able to fit them on the following Friday. We decided not to buy the Lange boots on line as my daughter really wanted the Rossignol boots. We returned to the store first thing on the Friday morning only for the same guy not to recognise who we were and then proceed to tell us he was fully booked for the day and could not accommodate us for ski boot fitting. My daughter was devasted and now goes on a ski holiday without her ski boots and without her birthday present.
Terrible service from the boot fitting guy, we left the shop feeling very angry and disappointed. I cannot believe that considering we knew the ski boots we wanted and that he said it would not be a problem that he could not find time to fit us in during the time others were sat trying boots on.
Absolutely shocking customer service.

Just wanted to say big thank you to your team - John in Customer Services and Anna in your Bristol store for arranging for some ski-touring boots to be delivered in time for a trip this weekend. Super impressed. Ordered them yesterday arrived today. Thank you so much for your efficiency!

Amazing level of service at the Chertsey store. My son decided he wanted to kit himself out with skis, boots, bindings, poles etc. He doesn’t know much about skiing but enjoyed the short break that we’d come back from and picked it up quickly. We dropped in without a booking and the sales team engaged when we were ready and answered his very (very) many questions. They were able to work out the best combination of equipment for him and then proceed to work through a boot fitting for us whilst also keeping the rest of the customers happy. They also engaged in off topic conversation that helped him feel at ease through this new experience. It is not the first time I’ve had great service from this store and it won’t be the last. Well done. My son felt like you really cared about his investment!