Snow+Rock Reviews 

I visited your Bluewater store on Friday 7th Feb with my son who is due to be going on a school trip to Finland next week. I have no idea myself about boots, thermal socks, trousers etc. that he will need so I was reliant upon the advice of your shop staff. I was assisted by Chantelle who provided me with a first class customer service, she was so helpful and nothing was to much trouble. She provided me with some really helpful advice in order for me to make my purchases. Chantelle you are a credit to your employer and I do hope you are recognized for your customer service skills. Thank you.

My husband and I bought walking shoes in the Silverburn, Glasgow store today. Travis provided us with an outstanding service, giving us suggestions on the different brands/fitting/materials etc. His cheery and knowledgeable personality was greatly appreciated, thanks Travis!

If looking for technical equipment don’t bother here. As a walk in to the Chertsey store staff told me I would have to book specialist boot footing appointment. I book a slot and have to travel back a week later. The service was terrible. A guy goes off to search for a boot in my size. Can only find two but then disappears out back for the entire time. So they have no sizes of the boots I need, no bindings and no help. Complete waste of time.

Had a really good experience getting a new helmet and goggles. The chap was very knowledgable and friendly and answered all our queries. I felt I’d had very good advice and came away with exactly what I needed. Thanks.

Visitor 1498390212
Luke, one of the boot fitters at Hemel was absolutely awesome. Having failed four times to get boots properly fitted on my son, Luke saw it as a personal challenge to get his very wide feet fitted into the boots we had bought a few weeks earlier, without success in them fitting.

Luke spent time with us and refused to give up. In the end, Ben (my son) had the time of his life, without any pain whatsoever.

I can only thank Luke, he’s given Ben a new lease of life and can now look forward to many years of fun!

Can't recommend this team enough.
After a terrible experience in Manchester with another company, on a whim I visited Snow+Rock to see if they were able to restore my confidence.

The team were beyond helpful and fully put my mind at ease, explaining the specs of my ski boots and ways in which they would benefit me.

Thank you so much!

I had a ski boot fitting at the Covent Garden store today and it was fantastic. Richard who fitted them was clearly really knowledgeable, gave great personalised advice. Great chat while also being very efficient which is really appreciated during extended appointment. For such high quality product as well, it was all a very reasonable price. Blue Light Discount too!

Sean @ Manchester Chill Factore store was extremely helpful. He was running slightly behind for my ski boot fitting appointment and apologised for the delay straight away and gave me an explanation for the 15 minute delay (which wasn’t his fault). 10/10 service couldn’t recommend enough.

Bought boots 2 years ago was told bring them back anytime and we will sort them
Skied them for two weeks and they have packed out and needed adjusting
Policy is no help on boots two years old
Had two visits when one could have been done
Waste of time but in resort you will have the opportunity to sort them out that week

I am extremely pleased with this product and would happily give 50,000 stars! the fabric is fantastic, comfortable, not too bulky, great fit. I absolutely love this fleece, please don't ever stop making this? other colours would be a great idea (blue, green, black ecru)? I am buying two extra of these, just in case. Best top I have ever owned

Ski boot fitting at Port Solent branch was outstanding. I am so sorry I can’t remember the name of the man who has blown out my boots so my hideous bunion feet are comfortable but he did such a great job. I have just returned from a week of skiing in my boots that are now made to fit my feet and I had no pain at all despite large bunions. Thank you so so much 🙌

I just wanted to extend a huge thank you to Charlotte at your Bluewater store. We had the pleasure of working with her today for a ski boot fitting, and she was absolutely outstanding. Charlotte is incredibly knowledgeable, approachable, and made the whole process so much easier. Her friendly and professional demeanor really stood out, and she went above and beyond to ensure we were comfortable and well-informed. It’s clear she’s passionate about what she does, and her expertise really shone through.

Thanks again, Charlotte – I’d highly recommend her to anyone looking for ski gear or expert advice!

Dreadful company. Only 14 days returns over the Christmas period. Wouldn't expect such shady practices from a company like this.

I purchased a pair of water resistant boots (the calzat boots costing £125) for my husband for Christmas. He walked across the garden in the morning dew and his feet were soaking. It hadn’t been raining, just the damp morning grass. I contacted the company to ask for a return for to them not being remotely water resistant and they’ve replied with the most complicated response possible. Talk about making it as difficult as possible for you to return a defective item! If I’d paid £30 for these boots I’d understand it… but paying £125!!! And the irony is they have these clip things on the sole to grip to the snow. I’d be better off wearing my flip flops int be snow! My feet would be dryer! I am going to reply to my 426 point response from customer services but I don’t hold out much hope of ever getting my money back. Not without jumping through 76 hoops first! If you want my opinion, steer clear of this company… it should not be this difficult to return a faulty product!!!!

Excellent service buying ski boots at the Chertsey branch. Attentive team who know what they were doing!

About to purchase a high end tent for £1000-1600 depending on final selection, along with a lot of gear. Part of the selection process is deciding which company I buy from. Customer service matters a lot when purchasing a specialist, high end tent. Specialism in outdoor equipment is important.

Snow & Rock fail miserably. In response to my enquiry to set up a tent viewing in the closest store to me, the agent replied “only available online. They do not keep it in the store”. Who is they? You are the company I have written to. Perhaps your online business is run separately - here’s some feedback - the customer sees you as a brand so treat the customer as a customer of your business not one channel.

I will not be spending my money with you, no possibility to see the product = just a merchant and I am not buying from a pure reseller that adds no value via service. To buy all the equipment to add bike packing/backpacking to our car camping set up, I want a professional expert as a partner. I am always surprised given how challenging the environment is for retailers when businesses are so poor at service, the area they can truly differentiate.

The monument branch must be quite possibly the worst when it comes to customer service. My daughter received a ski helmet for Christmas which was bought in December. It was too small for her and customer service issued a return receipt for her to go to the store and exchange it. The store refused to honour the return receipt because they said that their return policy is 14 days. Who does that? Don't they realise that Christmas gifts are bought in December and if there is an issue with size and fit they will be exchanged after Christmas? They were so evil that they made her cry. She did not understand why they could not exchange the unused, in the original packaging, with return receipt helmet for one that was one size bigger. They were rude and dismissive. What a way to run a business!!!

Update: I have updated my review to three stars because following the original review an employee of the company picked up this issue and pursued it relentlessly. We reached a satisfactory solution and the company agreed to do the right thing and was able to return the unused helmet for a full refund.

Ski boot fitting experience @ Kensington branch: super professional and knowledgeable staff. Andreas has been extremely helpful. We were very impressed about the care and the professional approach. Would definitely recommend Kensington.

Bought my ski boots from Snow & Rock in Bluewater 7 years ago! I recently damaged my right foot in a non skiing incident, result of which is that my foot is slightly wider across the joint area, and my boot is too tight.
Little did I think Snow & Rock Bluewater would honour their lifetime comfort guarantee, but they did not let me down.
Spent nearly 2 hours with a superbly helpful guy called Jonathan, who discussed my issues, and then reshaped my boot to accommodate my newly wider foot shape.
What can I say, but what an exemplary service! Particularly Jonathan's customer service!!

My daughter and I went for a ski boot fitting at the Port Solent branch and Jack fitted us with great new boots. He is an experienced skier and knows just what is important for us to feel comfortable and ski all day for a week once a year. We each tried on several pairs of boots and were given enough time to be sure they were right including heating and adjusting them. I would definitly recommend this service.