Snow+Rock Recenzje 

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

Ordered a item online, was told it and paid for next day shipping. It didnt arrive. I called customer support who said they would email me tracking. But they didnt send it. I then call them and was told it was in transit but they could not contact the couriers, even though this was now two working days after the original order. Really poor customer service ....Turns out they use Evri, so no wonder its lost !!!!.....will never be using them again

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!!!!