Jessops.com - lousy customer support

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Wildsnaps

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Simon
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On January the 5th, I placed an order with Jessops.com for a cheap chromakey backdrop. As of yet, the item still hasn't been despatched.

I contacted them today to ask when I could expect it to arrive. Their reply was
Jessops Pointless Customer Care Minion#1 said:
Thank you for your emial.
Unfortunately the order number you have providied is nit registered in
iour system. This usually means that your order has not processed, you
will need to place a new order.
Click to expand...

Apart from the dreadful spelling mistakes, there is one key problem with their message: I can log on to their website and see the order: it is shown has having been placed, but not yet despatched.

In order to help them trace my order, I sent a screenshot of their website - proving that the order does exist on their system. I've just had the following reply:

Jessops Pointless Customer Care Minion#2 said:
Thank you for your email
I have looked into this for you, I have been informed that the item you
have ordered is a discontinued item.
My appoligizies for any inconvenience.
Click to expand...

Talk about useless - and not just in the spelling department!

I've now asked them to explain why it is that their system allows customers to place orders for discontinued items, why they never bothered to inform me that the item is no longer available - I had to do the chasing.

I can guarantee that I will never place another order with Jessops.com as I have no way of knowing if the products are still available. Dreadful customer service!

Simon
 
At least they seem to be reading your email. I emailed them twice about an order and the two replies I got had nothing in common with the emails I'd sent. I phoned them and spoke to someone who was eating whilst he was talking, he asked me to send him copies of all the emails and he would sort it out..... he didn't and I finished up giving them 7 days notice to get my £47 refunded, which according to their terms they shouldn't have taken from my card until the goods were dispatched. I got a refund the same day.

Their online order checking is a total waste of time and money.

shimbo
 
I've never had a problem with them. In fact, I could say that when I had a problem with one order thanks to a lazy courier I couldn't have asked for better service form them.
 
I know it sounds weird but I like seeing spelling mistakes like from company's. It means that there people replying and not automatic responses.
 
I've noticed that their new slogan is "Advice for Life". When I first saw this above their New Oxford St store, it was so large and dominant (bigger than the Jessops sign itself) I thought that Jessops had closed down and become some sort of self-help centre! :lol:
 
I worked for them for about 20 years and I have to agree about poor service. When covering for someone else I was often told to tell customers on the phone we were still waiting for their repaired cameras to come back to us and often they were still on the shelf and had not even been sent off for repair yet! Alot of the repaired stuff was also sent back to the shops and sold as brand new stock again. I know that for sure as I was the soul person at head office in the Leicester service department checking all stock coming back form repair agents and deciding if it was good enough to sell as new again despite no training whatsoever apart form one bloke showing me what to do for one morning only!
 
I've had a couple of problems with Jessops

1) Bought a lens through their "collect at store" service. When I got home I found it was completely the wrong lens but in the correct box. Unfortunately it was a cheaper lens so had to go back to the shop!

2) Ordered a different item through their "collect at store" service. Drove about 15 miles to collect it only to be told it was discontinued. Not best pleased.
 
Andy said:
I know it sounds weird but I like seeing spelling mistakes like from company's. It means that there people replying and not automatic responses.
Click to expand...

Nah, it means they are using an updated version of ELIZA which now includes random spelling errors to make it look more like a real person.

(Is old-school computer geek humour allowed in here?)
 
After being offered just £5 off an ex-display DSLR as it was the last in the shop - I walked out and will be avoiding them at all cost in the future.

I have never purchased from a large online computer/electrical supplier since I found out that thier Customer Service was diabolical. The problem is you only find out such info when it is all to late as you already have a problem :(
 
DrRusty said:
After being offered just £5 off an ex-display DSLR as it was the last in the shop - I walked out and will be avoiding them at all cost in the future.
Click to expand...

That's a bit harsh. :thinking:
 
My wife ordered a lens from them as a Christmas present for me. She ordered it at the beginning of December. By the end of January it had not arrived and all her emails went unanswered. She wrote to the CEO, but never received a reply from him, just a phone call from "Customer Services", which came to nothing. In the end, she cancelled and got the same lens for less next day from Warehouse Express.

No wonder they are now in administration.
 
Somelier said:
My wife ordered a lens from them as a Christmas present for me. She ordered it at the beginning of December. By the end of January it had not arrived and all her emails went unanswered. She wrote to the CEO, but never received a reply from him, just a phone call from "Customer Services", which came to nothing. In the end, she cancelled and got the same lens for less next day from Warehouse Express.

No wonder they are now in administration.
Click to expand...

Now thats not so harsh, they messed you about. :D
 
This sounds remarkably familiar. Too familiar, in fact. I placed an order at the start of the month for a paper backdrop from Colorama, estimated despatch time 5 days. Yesterday I chased it up.

The reply? The gist of it was that my order number does not exist and *I* (charming!) made a mistake. Despite the fact I can log on and view the order using the number I copied and pasted out of the email and even have the Quidco cashback verified for it.

Thankfully it was all spelt correctly at least..

Something is up. :suspect:

EDIT - this morning I had an email saying the order had been "stuck in the system" ?! and the paper should be with me on Monday. We'll see..
 
To the OP:

"Using state of the art, wireless equipment, I can attend any event at all, from show jumping, to black-tie dinners," - taken from your website.

Can I ask if any of the equipment you have - and I mean ANY of it, was bought from Jessops?


I ask cos people (like yourself, for instance) only seem to like posting complaints, not posts about the good things from their suppliers.
 
just had a nikon repair done via jessops as the original supplier
great service is all i can say
they emailed and text me when it was ready
 
Jessop are yet to refund an order not delivered, and are yet to reply to my many emails requesting a refund! Here is the last email (Msg in Cancel Order form) they ackn but not replied to.

"This order has not arrived, and a week has passed since the order was made (and promised delivery the following day). No attempt was made by your delivery company DHL/Yodel to deliver it despite claims to the contrary in their tracking history record on their website. ..."::bang:
 
I recently wrote to the CEO of Jessops about the poor service I received but never received a reply - very much like their customer service.

I won't use Jessops now. A lack of customer response coupled with continuing pushing second hand items as new was the final straw.
 
Byker28i said:
I recently wrote to the CEO of Jessops about the poor service I received but never received a reply - very much like their customer service.

I won't use Jessops now. A lack of customer response coupled with continuing pushing second hand items as new was the final straw.
Click to expand...

they actually do that? got a link?
 
Ive posted about it on here before My 50d was an opened box so I asked for a sealed one. When I got it back to work it was a used one. It had a 4gb jessops CF card in it with about 200 shots on the card. They had no others when I phoned up to complain. No response from customer support.

Last was a couple of months back. Needed a tripod head urgently, bath had the one I wanted in stock, only when got there it was ex display, scratched to he'll, stiff and scratchy, and no box! 60 mile round trip plus baths expensive parking.
 
I'm afraid they have more or less always had poor customer service, I can remember the same problems in the 1970's, it's just seem thats the way they do business.
 
I was considering ordering a 7D off Jessops as they seem to be the only place that have them in stock. Might hold off a wee bit :thinking:

Paul
 
leave well alone is my advice

I ordered on line a Giottos tripod and 5011 head- was informed via automated e mail it was in stock at the Taunton Branch I even received a text message at 10.30am on a Sunday informing me it was ready to be collected and paid for at the chosen branch ( Taunton)

I drove into town - parked up and walked to the store to be informed they did not have this model in stock and it was a computor error, I asked the chap if the computer sent the text??

He explained he sent the text, but did not physically check if said item was actually in stock :razz:

He then tried to sell me a much more expensive manfrotto tripod- I refused this as I wanted a Giottos model - went to Amazon, Giottos tripod and head delivered on tuesday 9am and a little cheaper than the collect in store offer from Jessops

Jessops = dont Make me laugh :lol::lol::lol::lol: Amazon for me from now on


Les :thumbs:
 
While in Africa I had 40K worth of equipment nicked. I had back up so could carry on. When i got back and my cover paid out, i went to jessops to see what deal i could get on new pro canon gear.

on 40k .... £500 ... at jessop prices.

So i shopped around and got all my gear at £3000 less plus a few extras thrown in.

My view now? as jessops sleeps. the world moves on.

The sad part is that there are some good folk there. not all of them but a few.

silly jessops
 
September 2009 I wanted to upgrade my camera to a Canon EOS 1000D, I walked into Jessops in Albert Sq in Manchester with £500 in my pocket, I asked an assistant if they had a EOS 1000D in stock, his reply was "don't know, if it's not on the shelf we have none", needless to say I left, walked round to Jacobs and got one from there, their customer service was excellent and still is.
 
To balance this thread out a tad Jessops stores to a certain extent act independently, some are useless others can be bloody good. I've never had a problem with Basingstoke and have always found them extremely useful and open to bartering.
 
Jessops sound like the pc world for pc's/

im going to avoid them at all costs. too many horror stories
 
I had a great experience with a store in Ireland doing a store transfer on the last remaining sigma ex dg @ around £99

I had been into my local store to check for stock and the manager was falling over himself at the price i had seen it, also he was a sony user and this would have suited him.

Store in Ireland sent the lens over, had a call from the local store saying they had sent the wrong lens in the correct box.Friend went in the following day asking the manager about the lens and he boasted he just picked up the last one @ £99 and it was a fantastic lens!!
 
I'm waiting for my Sigma 85mm which is on special order.Just rang them to find out if they could give me any idea at all when it would be delivered and got told it could be 28 days or earlier.Can't understand why it takes so long for them to get it ordered from Sigma?I suppose as long as I get it within the 28 days I will be happy but read a few stories now online saying that people where waiting well after the 28 day period..fingers crossed mine comes earlier.
 
I stopped using them some years ago when a smartarse yoof in one particular branch told me with a huge smirk that they only price match with other camera shops within 1/4 mile radius, 'yoof' knowing full well, as I did, the nearest camera shop to them was over a mile away.

That smug smirk cost them a £2,200 sale and since then I have not found it difficult to source kit elsewhere and mostly at cheaper prices.

Nothing in this thread has indicated to me that my 'walk and never darken their doors again' decision was incorrect!:D
 
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