Snow And-rock 

Used their live chat to ensure that if I bought a gift it would be delivered earlier than the standard max time of 4 working days. They confirmed they could do that and also provided me with an email address for a manager who would chase up delivery. So I bought the item and they emailed me to say that it was in dispatch and it arrived the very next day.

Ordered ski boots had previously tried but unable to get to a store to buy in person. were delivered in reasonable time, when they arrived I noticed that footbeds were mismatched with a very flimsy foam one in one and dalbello branded in the other.
I contacted by phone and was advised I would have to repackage and send boots back to receive new ones(no option to receive a new matching pair of footbeds. I was asked to email with order details and photographs so it could be looked into and to receive a returns label. I did all this within the hour but received no response.
I will buy a pair of custom footbeds instead as the hassle of returning boots seemed over the top anyway. Very unhappy with service and will avoid in the future.

Recently had appalling service from the ski tech at Hemel Snow Centre. Made assumptions, didn't ask questions, didn't contact me, didn't seem bothered about not providing the service. The lag time for screws to fix my bindings was 3 weeks - rubbish - they can ship in a week to Austria - re trust pilot review. Not experienced this before was taken a back.

Wrote to head office - no reply - not even standard letter of acknowledgement.

Not impressed not happy Would not recommend these people.

Contacted 2 other ski techs in london, Elliss Brighams and Snow and Rock Covent Garden. James at Covent Garden was fantastic, really nice guy, cared about what he was doing and sorted the same problem as the Hemel guy in a few days - brilliant ! This is what I had expected and really did show that the people you employ make a massive difference. Definately recommend James at Covent Garden as a ski tech.

The review should really be 1 star and 5 stars but the system wouldn't let me put 2 reviews for same company (why not they were both true ?)

Snow and Rock can't tell me with any confidence where my order is in the process or if its been dispatched, despite stating a "delivery promise" of 1-2 days. Still none the wiser whether my item will turn up late or not at all. Customer Services seem to be doing the best job they can with terrible systems and minimal training...

Just spent a fortune in s&r Kensington, unfortunately it was the worst experience in spending money I have had in a long time. We drove an hour and half into London to buy ski boots, and were served by a very pleaseant girl, who had little idea of how to fit boots let alone how to operate the customer made insole machine.....she tried, but was obviously had no idea what she was doing or tried to get help. I had to ask the manager to help her in the end after an hour of painful service.
PLEASE Make sure you get someone to service you that has some training.....not a great experience , won't be going back - sorry !!

Had a few problems with delivery and collection but these were ultimately satisfactorily resolved.

Order placed on 11th Aug, rang today to enquire where it was as just said "received" on website. Apparently the order was lost in the IT system. Advised it would take a further 5 working days from today (16th). Shoddy systems and poor organisation. Only saving grace was a polite and helpful customer service rep on the phone.

I've ordered many items from Snow+Rock, I've always received great customer service, updated on delivery progress and enjoyed the range of stock across many disciplines. Can't fault them really!

Recently ordered from Snow and Rock..the ordering and payment process was easy and I received my product just a few days after purchase. Defo buying from them again. Becky

went to snow and rock because I'm off to Iceland, and they told me sorry we've sent all our snow stock back, only summer season stuff here now... what a waste of time.

Ordered online last week after double checking by telephone that the item was in stock. Paid for the item in full (£269). Then received an email saying it wasn't in stock. Still waiting for my money back. Does the sale really exist or are they just incompetent?
The same thing happened to my wife some back, except it took them till much later to say there was no stock.

Update - now have the funds back on my card.

Terrible service. I purchased a ski outfit but it took 3 days to be told that half of it (trousers) were not in stock after all. Website and store confirmed on the day of ordering it was in stock. But rather than ask if i still wanted it they carried on an sent half the order. No refund offered despite complaint. Over a week later and still no delivery.
Shop elsewhere - unreliable stock information and terrible customer service!

I want to buy some new ski boots. They need to be fitted properly. Snow and (c)rock promo material talks about their in shop service.

I know which 2 or 3 boots I want to choose from. They are high end each retailing for more than £300 each, and when fitting and extras are included my total spend will be closer to £500.

I wanted to try to find out which store in the UK had the items I wanted in the right size, and also whether they could get sent to their Exeter shop.

The response of their customer service team was astounding. First I would have to phone wach shop to find out if they had them and second, I would have to buy all the boots I wanted to try in store in advance and then they would refund me. So 3 boot models x 3 sizes = 9 boots at £350 each - over £3,000.

Ridiculous. They don't deserve to be in business with that attitude.

after waiting 2 weeks my £600 jacket arrived left in the flower bed outside my house tied up in a plastic bag!
The jacket was screwed up in the bag and had pen on the sleeve and was clearly worn

Do not buy anything from Snow and Rock online.
They will take your money before they even know if they have stock, and if they do have stock , they seem to not be able to find where it is.
When they do find it, they seem incapable of sending it to the customer without going through some long convoluted process.
Three weeks after my order was placed and after having been told the item was on its way, I received an e-mail telling me they no longer have stock and got a refund from Paypal.
This just a few days before my cold weather holiday so I now have hardly any time to find a replacement.
Possibly the worst online shopping experience I have had!

I ordered an item in the January sale, quick to take my money but no delivery date, suspicious I regularly checked the website and the item was still there, so I optimistically ordered another for my partner. Over a week later I received an email saying 'sorry your order is out of stock, you have been refunded apologies for the inconvenience.' In this day and age I find it hard to believe they cannot keep an update on their stock, especially after seven days. They also have a check store stock functionality on their website which I doubt works if they are this incompetent. The lack of a delivery notification leads me to believe they knew they had none in stock and were just lazy in updating their website or informing those affected. I find this service unprofessional and from a quick google search to be almost the norm for Snow+Rock. I would not buy from them again, they have incredibly poor customer service and I would recommend a variety of independent retailers in climbing/skiing/mountaineering that have far better quality of service and respect for their customers.

I ordered a pair of ski goggles online on 17 Jan with an expected dispatch date of 18-22 Jan, payment was taken on the 18th but after receiving no further emails updating me on the order I rang the web team on 25 Jan, who said the delay was caused by a store not responding to the request to send the goggles. I was told the store would dispatch them and I would receive the next day, however around 20 minutes later I received a phone call to say that the goggles were actually out of stock entirely and there was an error in the stock system. They lady who I spoke to was actually very helpful, and did offer me 20% off another purchase, however I am now left with trying to find the same goggles from another source with a ski holiday in two weeks. I wonder how long it would have taken them to notify me that my order could not be fulfilled had I not already rang them to query.

Left my skis for a service nearly 10 weeks ago (they told me it would take 6 weeks max). I have presented myself in person, phoned 4 times (without a call back). Have eventually spoken with 'Matt' and it appears my ski's have been 'mixed up' and were sent to wrong store. My partner has now rang asking for Manager (not available), Have been promised a call back now 3 times - still waiting. Am unable now to book a holiday as my skis appear to be lost!

Despite the other reviews I had no problems with snow and rock. Ordered 2 fleeces 12th Dec in sale. Had text 2 days later to say when they would be delivered and was able to reschedule delivery by texting back a number relating to alternative days. Excellent price and faultless service for me.

I ordered a t-shirt in November and the money was taken out of my account shortly after with no contact about dispatch. After waiting I finally emailed Snow and Rock who (after some time) informed me that the t-shirt was in fact out of stock. They then said that they would refund me for the item and, of course, did not refund me for the postage despite never actually sending me anything. I then had to spend weeks emailing without a reply to finally, a month after ordering, get the money back that I was owed. Also when I tried to call I was 13th in line which either implies their phone-line doesn't actually exist, or that there is such a ridiculous number of people complaining that I would never get through. Will never shop with them again and wish I had listened to fellow shoppers on Trust Pilot.