“If you actually want to receive the items you pay for, do not order from Jessops. Their choice of courier (DPD) is a joke, and their customer service completely washes their hands of any responsibility when things go wrong.
I ordered camera accessories that I needed urgently. On day one, I was given a 15-hour delivery slot (7am-10pm). I waited in all day, only for them to cancel the delivery at 10pm.
On day two, I got a one-hour slot. Knowing DPD's awful track record, I tracked the app and went to stand directly outside my house. A DPD van arrived, but the driver told me he didn't have my parcel. The moment he drove off, I received a notification stating "delivery attempted, nobody in." The photo they uploaded as "proof of delivery" wasn't even my house—it was a completely different property down the road!
When I contacted Jessops customer service with this proof, they flat out refused to resend the items via Royal Mail. Instead, they told me they had to wait for DPD to "interview the driver." Under the Consumer Rights Act, my contract is with Jessops, and they are legally responsible for the goods until they are in my hands. Instead of resolving their courier's fraudulent delivery attempt, Jessops made it my problem. An absolute shambles of a company.”
“Absolutely amateur customer service. Ordered items on different dates, called them to ascertain a delivery window, but they went one better and guaranteed specific dates. However, their warehouse did not dispatch products on time and thus 2 specific dates were missed causing major inconvenience. Whenever I contacted their customer service team they seem to have a care free attitude and a complacency in their attitude towards the issue. Avoid this rank amateur company.”
“worst experience ever . I purchase a gift for my son, unfortunatly I didnt read the reviews before purchase.
After 10 days of waiting the item, I call every single day, and every call they provide me a difference excuse to not ship the order, finally I cancelled to ask for the money back and purchase same item at different store.”
“Very disappointed with a recent Photobook purchase. Heads cropped off which was not the case when I uploaded the pictures. Customer 'service' say I should have seen this when ordering but I can honestly say their site is so difficult to use that I did not realise this. Will not be ordering anything more from them and the Fujifilm site they outsource to is excessively expensive.”
“Bought a used lens. Advertised as Mint. Received it with creep lens and light scratch. Return this and now sending me picture of Lens with heavy scratch and refuding to refund me. Even accuse me of damaging the lens.”
“If it could be zero stars, it would be. Wanted a tea towel printed but ended up with a tiny version of the design in the middle of the towel. I definitely made the design fit the towel correctly using their online tool. Customer services were unapologetic. Absolutely awful. Steer clear.”
“Selling used equipment as new. When I pointed out that the item was previously used I was told that I had to take care of sending it back for a refund myself. I'm shocked. Couldn't be more appalled.”
“worst experience ever . Delivery date was delayed by more than 3 days , requested to cancel the order and had to wait 2 weeks for them to actually do it . Rude customer service when they answer but most probably they won t . Maybe you think they had a good reputation in the past but NOT anymore .”
“Terrible customer service. The live chat is operated by the same handful of people, one just as unhelpful as the other.
They cancelled my order once without notifying me (just received a refund), so I ordered again, and once again I received a refund and no cancellation email. So I decide to go to another website to purchase my item. One morning I wake up to find out that Jessops charged my bank account, and is sending the item to me that same day. Tried emailing them about returning the item for free, but didn't get a reply. So had to resort to using the live chat. They refuse to pay for the return delivery fees, despite literally cancelling my order and charging my bank account without my permission...”
“Impossible to contact. Ignore emails. Webchat a waste of time. Broken promises. Store unaware of trade in promotions. Don't waste your time with these chancers. Shop elsewhere”
“Ordered lens on Xmas day for husband £1699. Delivered 4/1. Checked it a few days later and they’d sent canon lens not Nikon. Called and arranged for replacement. They arranged collection through courier same day. All repacked and sent back in box it came in. Told today that the lens isn’t in good quality and won’t refund or replace!!! Absolutely shocking. Reported to trading standards. They’ve done this to the wrong person! Had the cheek to say they’d return the lens back to us….what are we meant to do with a lens that we can’t use….and seemingly faulty at that!”
“My body physically aches, especially my neck with the amount of facepalming, pacing, stress, and anger I've had to deal with because of this crappy company. Worst gift giving experience of my entire life so far.
Long story short, DON'T ever buy anything online from Jessop's. Ordered before Christmas, it's now been nearly a month since I ordered and it's ARRIVED DAMAGED, then returned BROKEN IN HALF, then the same broken pair was sent back to me, then sent away and made it way back to me for a third time. Still no response from either Csjessops.com or csresolutionsjessops.com outraged by the amount of time I've had wasted, a 7am-5pm collection slot (4 separate occasions now) for a pair of binoculars that arrived broken in half. Also Ive still been left in the dark with regards to what the solution is, I keep only getting umms and arrs about what they should do coz this is clearly such a massive fk up. I just want either a new pair or a refund and it's still such a struggle for them to even approve that and let me know what the outcome is. Nobody knows how to resolve this problem because not a soul has even tried to send me a new pair yet. They won't send you the goods you've ordered UNTIL they receive the broken goods back, now normally this would make sense, especially if the product can be resold or refurbished. The pair I received couldn't even zoom in, the zoom arm was completely jammed and the focus was never syncing... It's almost like one of the lens has been completely detached and forcibly been put back together again. It also came to me in a box labeled KITE PACKAGING.CO.UK so I know it was some other users broken pair that was sent back too, how the fk it ended up at my house, not once, not twice but three times due to Jessop's and DPD being incapable of delivery services.
If you like being left in the dark, receiving countless broken or completly destroyed food then Jessop's is the place for you. Just make sure you take some Kalms or summin before you try and sort anything out with them. It WILL be a very stressful experience. Good luck. Oh, and wish me luck too! Haha”
“Paid for an item, didn't get it, nor did I get the refund
I ordered my item a week ago (Wednesday) which cost over £400 and was expecting next day delivery. DPD failed to deliver the first two times (drive said shop for delivery was closed, yet its a 6am-11pm CO-OP. I phoned DPD Saturday who said they would deliver that day, nothing, I phoned again the next day, same response, same nothing. By Monday I check the tracking to find the item is on its way back to Jessops.
I phoned Jessops Monday because from what I can see I've paid for an item which they have failed to deliver, so naturally I'd like my money back. Jessops are refusing to refund as the package is still "out for delivery" despite acknowledging the item is on the way back to them.
Tuesday late afternoon the package is still "on its way back to Jessops" so I phone again. Jessops are still refusing to begin a refund. I've paid for an item, Jessops have failed to get it to me, yet for some stupid procedural reason they won't refund me until the item gets back to them. Even then they say the refund could take up 5 working days.
The long and short of it is...
I paid £400+ for an item, Jessops failed to deliver, I will now be without the £400 needed to purchase the item else where. Did I mention I needed it last Thursday.
Really poor expereince”
“Do not ever shop with Jessops, I think Peter Jones needs to take a look at his customer service model and the staff.
I ordered a camera for my daughters birthday 10 working days before.
However, it did not arrive, despite it being in stock. They said they were waiting for film but conveniently found out that was rubbish.
So no present for daughter, no help from customer services. Tried to ask for refund so I can buy an alternative gift but it takes 3-5 days for refund (just like their shipping)
Thanks for ruining a child’s birthday and present.
If there were 0 stars that’s what customer services would get.
No thanks to Hannah and Cameron
Suggest they look for a position which is not customer based.”
“Would be 0 if I could. Ordered a Sony battery grip (showing as OOS - available to order) this morning they've refunded the money without explanation. I'll be using London Camera Exchange from now on.”
“The worst shopping experience and ultimately loosing £150.
Paid for express next day delivery of some camera batteries. Arrived 2 weeks later (after I needed them) so requested a refund. After chasing several times for some kind of response they finally said I could return but failing to mention that only certain couriers would take them so wasted trips to post office to try and send back. Finally arranged for a courier to collect, after weeks (not exaggerating) of them saying each day they where coming and no show. Finally collected just before Christmas and I have since had no communication from Jessops or refund despite me once again having to chase them for some kind of update.
I am now unable to to get hold of Jessops at all. So I have lost the batteries and £150.
I placed this this order at the start of November and it’s still an ongoing issue.
Customer service has been diabolical”
“Jessops used to be a good retailer many years ago, now a complete shambles! Purchased a used autofocus lens for £381.00. Advert and my email confirmation clearly state it as autofocus and all specs are the same as the autofocus model.
Their support now claiming it's a manual focus lens! The manual focus version is cheaper when bought new! I can currently see a used model on Harrison Camera for £175.00. Who in their right mind would pay £381 for a used model? Jessops now saying they are cancelling my order and I will have to wait 5 days for refund.
So not only are they unable to list used items correctly but their staff have no idea what the market prices really are. I'm still convinced this listing MUST be for an autofocus version but they simply don't see how odd it is for a used model to sell for much more than a new lens.
I'd advise staying well clear of Jessops. I've always found London Camera Exchange and WEX to be much better for new and used and will make sure to use them instead.”
