Snow + Rock Covent London - Covent Garden, Mercer Street Reviews Summary

Customer Service

Pros:

• "Friendly, helpful and informative advice when shopping for mountaineering boots."
• "Staff were wonderful and kind, I asked for help to find the filter as I had tried many shops already and they were very obliging!"
• "Many thanks to Albie for remaining efficient, friendly and professional whilst there were many customers needing his attention downstairs at Runners Need."
• "Mike, Felix, and Will were not only individually helpful but also exceptionally knowledgeable and answered all my questions."
• "James was amazing with his help and advise in ski boot fitting."
• "David in the Covent Garden store fit both my girlfriend and I with ski boots this weekend. His knowledge of the range of boots was excellent. His service was impeccable."
• "The gentleman in Runners Need was extremely helpful including pointing things out."

Cons:

• "An employee measure my foot, it was size 7 but bring me snowboard boot size 8 and insisted that I need a wiggle room. I don't know how much wiggle I gonna get after they pack up 😄 Disappointing."
• "Hate to say it but I went to look at some snowboards, they left me alone down there for a good 10mins."
• "I would not recommend going to this store unless they decide to hire someone with a bit more knowledge on their products."
• "As if they don't want to sell anything... Mid Saturday only one dude in the store..."
• "Then we moved to mountaineering boots where the experience from a thin female, short hair salesperson was totally different; awkward and unpleasant."
• "Fully booked? Seriously? The store was completely empty but you didn't let me in because you are fully booked."
• "Tried to buy some ski goggles, area far too cramped with helmets there as well."

Product Selection and Availability

Pros:

• "Brilliant shop in the center of London offering all you need for skiing, Walking or climbing."
• "Good collection of products and good prices."
• "This place has 5 floors offering everything you could need for any outdoor excursion."
• "Many floors and all kinds of equipment, clothing and bag for every need."
• "Largest selection of outdoor clothing and accessories available in central London."
• "Snow and Rock have a much better range of high quality ski wear than their competitors."
• "Solid range, great for ski / snowboarding. Also solid range for technical mountaineering."

Cons:

• "A snow/outdoor store that doesn't have snow boots right before snow season.."
• "I was very disappointed to not find the Sorel boots that I'd travelled in for - in my size or one larger."
• "Used to be the authentic destination for all things mountain and ski, but in recent years the stock depth has thinned."
• "Small selection of running shoes, the salesperson was a little more than frank, I am a runner, but my wife is not, and she requested to get her gait tested, the salesperson said that it's pointless if you are not a runner."
• "This is one of the most over-priced ski shops I’ve ever been to, and the staff is totally unhelpful."
• "Also very limited selection of ladies ski/snowboard wear."
• "Sadly, Snow & Rock now have a limited range of everything, with only the big brands selling their most popular items."

Pricing and Value

Pros:

• "There's a good range and, on average, (factoring in the various sales) the prices are competitive with the web - with the obvious advantage that you get to try things on."
• "Such a perfect range of prices and items."
• "The store where we always go for ski equipment and clothing. All the products are of high quality and not that pricey."
• "Had in stock an Arc'teryx product that wasn't available even in the flag store due demand."
• "They do an excellent 15% discount for BMC members."
• "I bought a winter jacket and a fleece sweater today. The quality of the clothes is excellent. The staff were friendly and courteous. Very helpful."
• "One of the best spots for winter sports in the UK. However, its spread over 5 storeys which makes it painful to walk up and down."

Cons:

• "I was charged £15 more than the price on the garment label."
• "This place used to be so good, but now it's lost its direction."
• "Ok but seems to have become a bit down market. Wrong stock on website, limited stock, and lack of information on sales."
• "They do not do the price match as they will charge for you ski boots fitting without informing that it cost £50.00!"
• "A relatively small and predictably expensive mountain sports shop."
• "It would be far more helpful to not enable the 'check store stock' function on the website if it's not accurate."
• "A little bit disappointed, after ordering a jacket and waiting 10 days for it to arrive to be told that it's not actually in stock."

Staff Knowledge and Expertise

Pros:

• "Emilia knew what she was talking about recommending a new layering system."
• "I have received good service over a period of time from v helpful staff, the guys ( + 1 gal) I spoke to were experienced equipment users and knew what they were talking about."
• "Thanks very much to Curt from the Covent Garden branch for helping us choose our new MSR tent. Helpful and attentive, with experience of his own to back up his knowledge!"
• "Rafael was not only patient but gave us all the advice we needed."
• "Manuela was friendly, professional and knowledgeable."
• "Sam in the basement is very knowledgeable about all mountain related activity."
• "Teboi is absolutely amazing. He is very knowledgeable, professional and patient."

Cons:

• "Handy place for outdoor gear, and equipment however not all staff are fully cognisant of a client's needs sometimes I feel they try and sell items not really the best for circumstances the customer has discussed (? Profits)."
• "Clueless staff, rude store manager."
• "Came for climbing shoes and the customer service was dire from the man who was meant to help us."
• "They should look at their business structure."
• "Do not buy from snow and rock. These guys will try to upsell to the most expensive product but once you have bought they do not look after you."
• "Massive difference between staff knowledge."
• "Moreover, the staff I've encountered no longer have the same breadth of knowledge or enthusiasm."

Customer Experience

Pros:

• "The service and expertise where great in the store all round, thanks!"
• "Service top class as always."
• "I haven’t run for over 20 years and went for a gait analysis. The staff were fantastic! Helpful, supportive and very informed."
• "So easy to check my online order (of an alternative ski) jacket and return it to the Covent Garden store rather than posting back the jacket."
• "What stood out the most was their friendliness and willingness to go the extra mile to ensure I had a great shopping experience."
• "Absolutely amazing customer service."
• "Amazing service!! Best trailrunning shoes I’ve ever bought."

Cons:

• "Had to wait a while until an assistant came over (even though the store was nearly empty)."
• "Not clear where to collect my order. Staff not connecting with customers."
• "I have somehow managed to spend half an hour talking to one of the salesmen about skis and gained absolutely nothing."
• "The worse customer services I had in years."
• "Asked to try on ski boots in a near empty store with dozens of staff not doing much & told I need to book an appointment."
• "What a horrible and rude customer experience. Staff too busy chatting to serve you."
• "We found the Snow + Rock customer service to be very poor at the central London stores we visited."