Jaques of London

nice product (lousy service) now great service

I ordered a chess set a couple or weeks before Christmas. The courier company had such problems trying to deliver that we ended up going to collect. I then discovered that Jaques had completely garbled the delivery address on the package, despite having my correct address on the invoice. I tried to contact them twice on their customer feedback e-mail address, only to have my e-mail bounced back both times. I also wrote to complain and ask for an explanation via their website but have had no reply. Fortunately i am happy with the chess set - but their customer service appears to be spectacularly poor.
Revised on 26 Jan: Jaques got in touch with me after seeing this and Lisa Howard has been very generous in making amends for my poor experience so I would now say their service is excellent but they were let down by their web site e-mail link over Christmas

17 January 2013

Reply from Jaques London

Please accept our sincerest apologies with regards to the disappointment that you encountered with your recent order. We have emailed you directly using your personal email given when you placed your order.