I purchased a discounted Arcteryx backpack from them last month. At first i was told that the backpack was not in stock and the staff at Snow and Rock has notified me that they were unsure when will it be back in stock, so okay i requested a cancellation and they refunded me back immediately in like 5 minutes.
Few days later i was tempted in purchasing the same backpack but in a different colour (Yea it was 50% off....) so i completed checkout, paid on Friday night and wait. Shipping was something like £15.99 which is very reasonable regarding the backpack is weighing 1.2kg. They shipped it right away on Monday and i received the backpack (Asia) in 5 days. Very happy customer here.
OK so i was browsing some discounted waterproofs and i wanted to purchase a £400 jacket from them again. Unfortunately shipping is something like £50. I was thinking it does not make sense to ship a 600g jacket for £50 but a 1.2kg bag for £16, so i emailed them.
The people were very nice and answered my questions in patience. They explained everything i need to know but unfortunately due to their policy i have to give up on purchasing the jacket.
Bottomline. They have a huge stock and competitive prices. Customer service was great but i strongly suggest that shipping could be charged base on weight, although i understand many shops have a default shipping policy.
Thanks Snow and ROCK.
Snow and Rock stores have a good range of products at reasonable prices, but I recommend getting product advice and fitting elsewhere. The staff I've dealt with seem quite elitist and patronising - making you feel pretty darn stupid if you're anything but an expert at your sport. I was told by a boot fitter at the Birmingham branch that I didn't know what I was on about (when I said so far I've strugged to find an adult ski boot that's comfortable) so that whatever boot I bought wouldn't be up to me. He outright said that I'm not allowed to buy whatever I want and I'll have to buy what he says, and it's gonna be at least £300 (the expensive end of their range) before I'd even tried anything on.
So yeah bad experiences when wanting advice.. so go elsewhere for that and fitting, and just buy at Snow and Rock if the price is good.
I recently purchased some ski's and boots from Snow and Rock and the service from start to finish was superb. If you are looking to purchase some boots and/or ski's I would highly recommend heading down there to get fitted up.
I've ordered a couple of things from them in the past, their order & delivery system being no better or worse than competitors and the merchandise is as you would expect.
However, a couple of weeks ago I returned a jacket which had a defect. It took close to five weeks to get a replacement, the annoying thing being that the delay must have been due to the customer service department's lethargy. During the last of a number of phone calls I had to make I made it very clear that I wanted it back pronto and - oh wonder - 20 minutes later they called back telling me they had sorted it out. Rather telling.
On top of that, there wasn't much of an apology during the whole episode despite my emphasising that I bought the item (a waterproof jacket) precisely for the time of year and did not have an adequate alternative. I sent a complaint email to them later and received a response which expressed some regret about the time scale but suggested that this was quite normal. They didn't address my suspicions about their failure to follow up with the manufacturer despite my repeated calls. Again, telling.
So all in all a mixed pleasure. Little danger of getting ripped off here, but better hope that nothing breaks.
I have had far better experiences with www.webtogs.co.uk and www.rockrun.com who both have amazing customer service. I would definitely recommend them over Snow+Rock.
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