Before mentioning my dealings with Jessops on the Internet, I should say that staff in my local store are always friendly and helpful. On the web, however, it's a different story.
I ordered a Nikon body towards the end of December on the Jessops web page. By mid January there was no information on order tracking about when it was likely to be delivered, so I sent an email, through the Jessops web page, asking. I wasn't in any particular rush for the camera, so a simple reply saying that they were having problems and an apology for the delay would have been fine, but no; I did not receive a reply.
Eventually, at the end of January I called them. After hanging on the phone for nearly a quarter of an hour I got through. I was told that they didn't know when it would be delivered , and when I asked why I'd not received a reply to my email said 'we haven't had anything, you must have sent it to the wrong address'. I'm not sure how that could be possible given that the address is provided by Jessops themselves, and if there's one thing guaranteed to put a customer's back up, especially after you've kept them waiting, it's suggesting that they are the cause of a problem.
I cancelled my order, placed it instead with Amazon, and the camera arrived within a few days.
In the past I've had a lot of time for the Jessops brand and I'd like to see them succeed, but they're going to have to raise their game and understand tha, just because you're dealing with customers on the web, doesn't mean that you can forget about customer service.
Ian Bd found this review useful
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