Snow And-rock 

Poor Order Communication.

One email saying order split as not all items available, but goods arrived finally, all present.

Jacket didn't fit, sent back at my cost and 2 weeks later No refund.

No reply to emails chasing £800 refund.

Telephone number not answered, tried calling 8 times on a working day. No live Chat option, no recorded message, just rings.

Shocking online experience.

I ordered my north face parka from this company having never heard of them. Once ordered I found this site and was filled with dread. Rightly so. Their new system is a joke and I was told after 2 weeks that I'd be better off cancelling my order. I did not and 3 days later recieved my jacket. The operators were honest about the software problems and sympathetic to my calls but admitted it was just not working. If your not in any kind of rush then you'll be ok if not then go else where and save yourselves the grief. I only stuck it out as I saved over £100 on the price (not too shabby tbh)

Ordered on monday got a email a week later saying dispatched , then took a further 4 days to arrive , so 11 days in total from when ordered, notbthe best service and wouldnt use again because of this

We have been visiting the Port Solent Snow and Rock shop for several years now and have always experienced attentive and friendly service.
We had problems with ski boots but nothing has been too much trouble to rectify the issues - even replacing the boots twice.
We would certainly recommend this store.

Unhelpful lady on the phone. I ordered a fleece which was never going to arrive. First phone call was to find out why my order had been cancelled. Refunded the wrong amount for the order so second phone call required, half an hour all tolled, to get my delivery charge refunded. Very poor service, would never use this company again!

The staff in store wander around with zero urgency and doing something as simple as picking up a 'click and collect order' took over 45 mins. The 'click and collect order', which was supposed to be ready in 1-3 working days took over 7 working days and when it did arrive it was missing one of the three items. I had to call them to find out where it was because apparently sending an email is too much trouble for them. I was actually told by their customer service team that their new ordering system doesn't inform them when an order hasn't been dispatched......what an excellent system! Makes you wonder what the was the last one like! After waiting for 20 mins on hold I was then told there was a problem with my order and they had no idea when my order would be available - excellent customer service! I've now had to cancel my order and am awaiting my refund. DO NOT USE this company - you will regret it!!!!

I placed an order for a giftcard over a week ago. The money was debited straight away, yet the gift card still hasn't arrived. After holding for over 20 minutes to speak to a customer service representative (on an 0845 business number at further cost to myself) I was informed that my order was "halfway through the processing stage" and that "I cannot give an expected delivery date" - over a week for a gift card??!! Quick to take your money but totally inept at delivery the goods - it's a gift card!!!! Surely someone is capable of putting it in an envelope and posting it to me??!! I requested a callback from a manager to find out when my gift voucher might arrive and guess what? That's right, they still haven't called back.

I am now left to attend a party without a present - thanks Snow and Rock!!!

My advice - avoid this company if you want to a stress free life!!

I placed an order which after 2 weeks I have still not received. I tried to phone and after waiting for 10 mins got cut off. I emailed several times to which I got no response. I eventually got through to the head office and managed to speak to someone who told me my item was out of stock and I should have received an email to tell me that - which I did not. A manager was supposed to phone me back which they didn't. I still don't know if they have taken my payment. What a terrible company - do not risk using them.

After ordering four items for over 150£ they couldnt deliver it for over two and a half weeks. I ordered it in way before I needed it because it was an important gift. The three items they managed to deliver after I tracked them down and held the line for over an hour ,came late as well. When I called them for the third time because of the fourth item, they informed me that they might have cancelled it, because it was not in stock. Needless to say it was not refunded and that I was not informed about the cancellation.Also needless to say that I did not get a reply for my letter of complaint that I sent the previous day. The incompetent lady at the other end of the phone kept repeating that there is something wrong with their system.Than inform your customers darling!!

Having received good face to face service when buying skis and a jacket in store a couple of years ago I had no hesitation in ordering a jacket for my daughter on line but wow what a mistake. I do not understand how a company can be so disorganised that they can take your money when ordering when they no longer have the stock. However my biggest annoyance is that they then took 8 days to send an e-mail to say they they had cancelled the order and would refund my money but not informing me as to when. My order was placed 5 days before Black Friday and had they informed me within a reasonable time scale I could have purchased something in the sale, however it was the evening of the following Monday when they sent the notification which meant the other companies deal were no longer available. I replied asking for an explanation as to why it took 8 days but this has so far been ignored.
I wish I had seen the vast amount of poor reviews on here before placing my order.

Ordered a 3in1 jacket last Wednesday. Item was in stock & order confirmation email said it would be despatched that day or Thursday. No further emails received. I emailed them for an up date as per their website support instructions - no reply received. Called them yesterday and was told that my order had been cancelled as they had no stock. I asked why I'd not been told & the guy said that they had moved their online shooping to a new system and it wasn't working properly. He said I'd be refunded and offered my 2 codes for a 10% discount of my next order, but to leave it a couple of weeks until their system was running better! Ordered similar item from Millets and it was delivered within 24 hours. Wouldn't shop at Snow&Rock again - price may be good but I'd rather know it's going to arrive!

Ordered 2 tops 28th Oct
Sent out 4th Nov
Still waiting 11th Nov...
Pathetic!

I ordered a pair of ski boots from snow and rock as the price was the best I found. 2 weeks later after sending emails asking where they had got to I was refunded with explanation. I had to ring them directly to find out they did not actually have what I had ordered and paid for at the time I ordered it. Thinking it must have been a system error I gave them the benefit of the doubt and ordered a different pair of the website only for the same thing to happen again. Will not be using snow and rock again.

I had spent a good 3 weeks deciding which fleece to order, my main requirement was that it had a chin guard. Eventually decided on the Microchill and Snow & Rock had the best price, albeit only by £2 or so. I ordered two, as the site said it was new season stock and features listed included chin guard. After placing my order, I noticed the image on the site didn't show a chin guard, but I checked with Mountain Hardware and they assured me that the current version had one, so I thought they must be using an image of a previous model for illustrative purposes. Today they arrived, some 8 days after ordering, without chin guards, so obviously not the new season stock they were being sold as and not with a feature that was clearly listed. I contacted them through their website, but haven't heard anything yet. I contacted Mountain Hardware through their website 2 hours later and heard back from them twice, confirming that I have received a previous model.

I ordered a pair of trail shoes on premises in Birmingham to be delivered to said same store in three days hence (didn't have my size) after paying in full.

After two conversations on the phone (when I was initially told there was no record of my order) and two separate visits to the store on the designated delivery date it was determined that my shoes had been delivered to my home address - expressly the opposite of what I had asked for on purchase as the store in question is right next door to my office. Apparently the on-screen instructions had been completed in error by the sales person.

Consequently I was unable to use the shoes for a planned group run that evening and the shoes were sent to a parcel office in the middle of nowhere (er, because I wasn't home) which opened only during office business hours. S&R did not supply me with a receipt on purchase. I still don't have a receipt. Once the cock up was unraveled I received many apologies and sympathetic gurning but on the whole they seemed unconcerned with the bad service I had received and didn't offer anything to repair the goodwill that may have suffered.

Went into store to buy a pair of hiking boots, one member of staff was serving a customer, two other members of staff standing round chatting with each other about their social lives. Made eye contact with them and they continued chatting away. Left and bought the boots at a competitors where they serve customers.

Negative reviews here seem to be related to online dealings, which I can't comment on. My wife and I each bought a pair of ski boots in the Bristol store and they were brilliant: well informed, incredibly patient, tracked down the right boots from other stores and happily did fitting tweaks even well after the warranty had expired. They're expensive so might not be my first choice for run-of-the-mill stuff but for something that really matters, like boots, I'd definitely recommend.

The online website showed that there was a pair of Oakley sunglasses in the Moorgate store (London). I travelled to the store but they could not find them. This was a bit annoying but I ordered them instore for home delivery.

Today they were delivered and they have sent me the wrong colour frame and lenses. Not only that but they want me to pay to return them. I cannot return instore as there isn't one near me.

Ordered skis online. 4 days later I noticed the pending payment on my bank account has disappeared and the skis are now out of stock online but I have not received any communication from Snow and Rock to advise of this.

Worn 3 times and a hole appeared, I had not bumped into anything etc so very disappointed with quality as could not withstand a shopping trip when it's labels suggested rock climbing in it! Took it back to the store advising not fit for purpose, the sales advisor stated it should have been worn under an outer jacket! None of its labels stated it was an undergarment! I was extremely dissatisfied and they refused to refund money but sent it away for testing! I am not saying it was defective just 'not fit for purpose' as they stated I could go rock climbing in it! It has apparently been repaired but I am still dissatisfied, it has taken over a month to repair and I am worried about its use/lifespan - yes it is warm but very fragile and it wasn't cheap! Very unhappy customer and very poor customer service!!!! I will stick to Timberland goods in future!!!