Snow+Rock Reviews 527

i received a faulty pair of shoes and returned them on the same day after speaking to them which took 20 min of holding to answer the phone.sent the shoes back on same day as received and 2 weeks on no refund.send them an e mail regarding this and requested replacement of shoes and 4 days on no reply.rang them again and took 15m to answer phone and now 23 minutes on and have been told they will send replacement..i think 1 star rating is still a star and there is option for zero stars.good luck to all shopping on line with them..

Next day delivery has taken 5 days so far and I’ll have to go skiing without the skis I ordered. Tracking doesn’t work properly either because they use Evri.

Ordered online for next day delivery, received an email the following morning advising parcel delayed. When it did arrive it was too big, the sizing chart seems to be incorrect as I used their measurements. Fortunately, it was easy to return to store for a refund (the only reason they get 2 stars). I ordered a smaller size on 1/4, again for next day delivery. Yet again an email the next morning saying parcel delayed. If they cannot honour next day delivery they should not be offering it, they should say standard delivery. It’s now 6/4 and I don’t have a delivery date, just an email saying will be dispatched shortly.

What a joke—and an absolute disgrace.

I contacted customer care to try and resolve this, and the experience was beyond frustrating. I’m not even sure if the service is outsourced, but the representative I spoke with had no understanding of the situation.
I clearly explained the issue and asked how it would be resolved.

The first suggestion? That I travel to the next nearest store—in London, over 600 km away. I explained, again, that this was the only Snow + Rock store on the entire island of Ireland, north and south.

The next suggestion was that I find an independent store, pay out of pocket for services, and then seek reimbursement. This is completely unrealistic. I also explained to her that this was the only shop in the whole of Ireland that do custom ski boots and proper drilling and servicing.

Then I was told I could post my boots to England to have them fitted. That suggestion speaks for itself—custom fitting requires the customer to be physically present. It is not something that can be done remotely, am I to cut my feet off and post them too.

When I raised concerns about delivery reliability and potential customs charges, there was no clear answer.

At this point,

I want to address Snow + Rock directly:

This is not an isolated issue affecting one or two customers. This impacts every single person across Ireland—north and south—who has purchased ski boots or equipment requiring fitting and servicing.

I do not want another generic response about “valued customers” or instructions to contact customer care. I already have—and it has led nowhere.

If a proper and practical resolution is not provided, I will be escalating this publicly and formally.

This will include leaving an email address where others can get in touch who are in the same situation and Submit documented complaints compiling evidence, including receipts, guarantees, and correspondence, and forwarding these to consumer affairs representatives.

Something like

Snowandrockredress

I will be putting it on

Trustpilot, Google Reviews, and reddit

I will also be in contact with Dundrum Town Centre management
Other outdoor retailers.

Any future tenants of your former location with the same email address and how to contact me.

I will be taking screen shoots of these reviews and responses and sending them onto Conor Pope The Irish Times consumer affairs correspondent and get it published into the paper.

Customers should not be left without support, particularly when specialist services like boot fitting are part of the original purchase expectation.

Having a background in Company Law and informing already the CCPC. There is a huge case to answer.

Im sure there would be over 150 ski boots sold if not more over the last two years along with skis.

Under new legislation rules brought in by the law society there is collective legal action route that can be taken.

You will not be leaving out the back door on this.

You may call this a “change in store presence,” but in reality, you are withdrawing entirely from Ireland—leaving customers behind without a viable solution.

This is not acceptable.
I expect a clear, realistic, and accountable response.

This is beyond disgraceful. It is a complete dereliction of responsibility.

Snow and Rock have not just left Ireland. They have walked away from their customers and from their legal obligations, leaving people who spent serious money completely exposed.

We are not talking about cheap purchases. We are talking about premium gear. Ski boots. Technical footwear. Products that cost hundreds of euro and are sold on the promise of quality, expertise, and aftercare.

I bought ski boots in January. Fitted properly. Sold with confidence. Sold with a clear two year guarantee. That guarantee was part of the sale. It was part of the trust.

Now, just weeks later, the company exits the Irish market and effectively says nothing.

No plan. No support. No contact point. No accountability.

Under Irish law, this is indefensible. The Sale of Goods and Supply of Services Act 1980 is absolutely clear. Goods must be durable, fit for purpose, and of merchantable quality. If they fail, the retailer is responsible.

EU law strengthens that position even further. The Sale of Goods Directive guarantees consumers the right to repair, replacement, or refund for faulty goods within a minimum two year period.

These are not optional guidelines. These are legal obligations.

You do not get to sell high end ski boots in January, take people’s money, promise a two year guarantee, and then disappear in March as if none of that matters.

That is not just poor service. That is a complete abandonment of duty.

Customers are now left in limbo. If those ski boots fail, if the fit breaks down, if there is a defect, what exactly are people supposed to do

Ship them abroad at their own cost
Chase a company that no longer operates here
Fight for basic rights that should have been honoured without question

It is outrageous.

And to add insult to injury, customers are now effectively forced toward competitors like 53 Degrees North and Great Outdoors, businesses that had nothing to do with the original sale, simply because Snow and Rock has abandoned the market and left a vacuum behind.

This is not a transition. It is a collapse in responsibility.

There should have been a structured exit. There should have been a named service provider in Ireland. There should have been direct communication to every customer with an active guarantee.

Instead, there is silence.

Snow and Rock have taken customers’ money, traded on trust, and then walked away, leaving people up a river without a paddle.

It raises a serious question. If a company can enter a market, sell premium products with legal guarantees, and then exit without honouring them, what protection do consumers actually have

Right now, it feels like none.

And that is completely unacceptable.

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!

24 hr delivery order and still waiting 3 days later to arrive. Contacted customer service and they said courier company has not processed it! So asked to cancel order as missed the trip this item required for. I do not get the refund until the parcel returned to Snow and Rock despite this not being my error. Very poor. ….. and what a crazy response from this company. Goods not received …. Think you are in breach of the sales of goods act!

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