“I purchased a children's ski helmet & a ski top online (amongst many other purchases from this shop for our first family ski holiday).
When I decided to return the items, I logged into my customer account and saw they had '90 days' and '88 days' left to return, respectively. On this basis, I decided rather than pay to return by post, I'd wait until I was next going into London to return in person to a store.
When I did so, the items still showed as '76 days' and '74' days left to return.
Upon arrival at the Monument store, I was told I couldn't return either item as both helmets and sale items need to be returned within 14 days. I showed the staff member my account showing the 'days to return', which she said was incorrect and I needed to take it up with Customer Services.
My issue here is that Snow & Rock's customer account refund page shows wholly inaccurate and misleading information and DOES NOT show the correct returns period for items. This essentially scams customers out of being able to get refunds. The information they show on their website in customer account refunds is a misrepresentation of their actual T&C's and they're using this to deny honest refunds. AVOID AT ALL COSTS!!!!”
“I went in store looking for a durable ski pants and jacket, and what they sold to me is a delicate material easily susceptible to tear, all at a huge price tag! Within my first wear the pants tore in two places and when I went to return it to the store the Canary Wharf branch manager agreed the material didn’t seem durable and took it in saying I will hear back in 2-3 weeks. After three weeks when I chased I only got told by another branch manager that he isn’t aware of the status.
Finally after 4 weeks, they made out they have stitched the tear free of charge and will not accept return or replacement. They mis-sold the product as durable and I am shocked how such a big company can think they can get away with that.
Moreover I had particularly asked them about pricing during my initial purchase and they lied to me that they can’t gurantee the prices when they do price match - which I only found out when I went though the painful process of returning. Had they been honest it would have saved me £100.
I thought I could rely on their advice but they have have been dishonest and mis-sold product for which they take no accountability therefore I will never buy anything from them in the future - exceptionally bad service and dishonest company!”
