Jessops Reviews

Placed my order online,chose binoculars which said were in stock, received confirmation of my order.Having had no email about despatch after nearly a week, I tried to telephone but you just get a message to say email or live chat,sent an email, only reply said will contact soon, so then did live chat to discover order had been despatched and was given delivery details. Was now able to check online that my goods were out for delivery today, but parcel had wrong house number on it, luckily my neighbour took it and bought it to me.
The paperwork inside had the correct house number. Would help if they improved correspondence with their customers.

Ordered a New Lacie drive, arrived in 2 days. Really well packed, clear communication throughout.

Purchased online no problem finding what I wanted easy process to buy. Item delivered home.

The initial purchase of my £1600 camera and lens was excellent - it arrived quickly and worked great for a few months...

...and then it broke. Specifically, the lens AND camera broke.

I contacted customer services on the 5th of april, 2022, who got back to me six days later on the 11th of the month. I provided a video of the faults on the 13th, and additional information on the 17th of April.

Twenty four days later, on the 11th of May, they got back to me offering repair, and I responded asking about the cost of returns (which the consumer rights act makes explicit mention of the trader being responsible for) and five days later the ygot back to me, refusing to pay, quoting their warranties and (voluntary) returns policy, which was not relevant in the case of a malfuncitoning piece of equipment...

I explained this on the 16th of May, and paid for shipping under protest.

Jessops got back to me on the 17th of May informing me they would be in contact with the item status once they received it... which they did on the 20th of May.

On the 28th of May, I asked for an update, they responded (on the 9th of June) saying their only info was that it was sent away to the manufacturer for repair/review, and evaluation was to follow.

Today is the 19th of July... I have heard nothing in the 41 days since they last emailed.

It is currently day 106 since I sent them the first email - or day 100 since they were first aware of the issue.

The have had the camera "for repair" for 9 weeks and this is getting ridiculous.

Today I decided to give them one last chance before making a formal complaint: I am using their live chat to try and get an update...

...Which has exposed that their live chat takes ~15 minutes per response... hopefully I'll have an update before they close for the night (in thirty minutes/two-messages time).

This has been an appalling rigmarole from their customer services. I'd have been quicker getting it repaired at the local shop...

More updates as soon as I have them!

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EDIT:
The Good - it's good that Jessops are quick in responding to these reviews...
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The Bad - their website's FAQ on "How long does a repair usually take?" says that: "We advise that repairs can take around 4-6 weeks. This is subject to parts being available and the length of time taken to respond to any estimates that are sent to you."

Their representative says "usually have a loose estimate of 6-8 weeks for a repair to be completed".
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The bad-but-hopefully-on-the-right-track - their live chat took some 45 minutes to get the conversation finished (it was only a few messages...) and they have promised a call with an update within the next few days. Fingers crossed.

Didn’t answer my questions, one of the worse company’s I have ever purchased from, why is there no way of contact by phone

Terrible company, one of the worst experiences I've had that I'm likely to take them to small claims court over it. Firstly they advertised a drone in stock and then couldn't fulfil the order well over a week later as it apparently wasnt in stock. They refunded me the drone but not the care package warranty (£60) since they sent the code to me after I told them to cancel my order.

Customer service were completely devoid on any empathy or responsibility and told me I couldn't be refunded (nowhere on the product page did it say it couldn't be refunded). They were incredibly slow at replying, and now they won't reply at all.

Avoid this scam company if you can, this is 2022 and they are stuck in 1999.

Behavior like this probably means they are going bust and can't be trusted, look at other reviews here.

Well In response to Jessops reply, I have yet tried again all day today Monday 18th July to try and get confirmation of delivery or a refund and nobody in customer services are able to be pro active and confirm when the camera will be delivered.
Brought on 6th July 'In Stock'
3-5 Working day delivery
We are now at 18th July?
Please answer WHY it has not been delivered,.
Please CONFIRM 100% when it will be delivered
I also suggest that Jack the customer services manager does some customer service training as he clearly is out of his depth.

I only wish I had seen these reviews before placing an order with this shambles of a company.

I ordered an "in stock" item last Saturday and paid £8.99 for Saturday delivery, expecting it to be delivered the following Saturday. With the item showing "in stock" all week, I did not expect there to be any issues with despatch or delivery. Other than the initial, "thank you for shopping at Jessops.com" we have heard nothing from them, including no reply to our twitter messages; in fact, they aren't even showing as "read".

The only time I have seen a company behave like this, is when they are about to go bust. I would avoid this company like the plague and I certainy won't consider them ever again.

Not even a Dragon can save them this time, Jessops are clearly mis-managed.

2 part order but only 1 item delivered. No explanation or follow up so it appears 2nd item forgotten. Not brilliant service.

Really poor Communication with online chat, No phone lines to speak to anyone to get help … no email confirmation reading one order dispatched

Competitive pricing and quick and efficient delivery.
Very helpful online chat service.

Excellent service, friendly and attentive staff and was able to collect the sae day as promised

Well I pre order a dji drone thinking it is not in store but to my amazing luck in came a few days later Well done jesopps brilliant

Do not use them. Do not respond to complaints. Are incompetent. I ordered camera in April, still not arrived despite promises has been despatched. No-one takes ownership and wants to deliver customer excellence. Cannot speak to anyone on the phone. I don't trust them and feel ripped off.

I placed an order late one evening. The order confirmation stated part of my order was out of stock so I emailed directly to cancel the whole order as it wouldn't arrive in time. I received an email the following morning to say I couldn't cancel as the order had progressed too far and I would have to wait for it to arrive and then return. The camera arrived quickly so I emailed to request a return code and cancel the remaining items as they hadn't been despatched. I had no reply, I then received an email asking if I was satisfied with how my query was dealt with. I replied again repeating my request to which I have not yet received a reply. Jessop's cancelation policy is that you have the right to cancel an order if it hasn't been despatched or up to 14 days after receiving. I'm not happy with the way this is being dealt with and I will not be purchasing from Jessop's again.