Not happy with Jessops on line!

[mucca_D]

I thought I would share with you what has happend to me using Jessops online.

Below is an extract of the email I sent them after getting a royle go forth over the phone. added comments in Blue

To whom it may concern,

I ordered a sigma 30mm F1.4 canon fit, your SO# xxxxxxxx.

On delivery I observed a overly dirty box, that was tatty and not sealed. When I opened the box and lens bag the hood was wrapped but the lens was not. I inspected the lens and could see marks, finger prints plus a look and feel of a used lens.

I called your customer support line and spoke to Toni, who said I could send it back and they would send a new one out on return. I was not keen on this as the duration of sending one back etc. Toni kindly suggested I could swap it out in the Cardiff store as they had one in stock. ( I aksed her if she could check. yes defo one in stock)

Although I do not get down to Cardiff often, I excepted this plan and drove down to Cardiff on Wednesday 30th. I spoke to Adrian and Martin both extremely helpful (Adrian is the Manager)

Adrian explained about the stock returns process, and how the store is only meant to send pristine stock back to the warehouse.

The problem now was that they did not have one in stock, they had one on display. He explained that as I had already had a good discount on line, he could not do me the display one any cheaper, so of course I was paying for a new one and that's what I would like to have.

He said he could order one from stores and it would be with me next day. This I excepted ( felt like I did not have much choice really) I arrived home last night to find said lens as promised.

I opened the parcel ( your SO#xxxxx) to find a sigma lens box in again! not new condition.
I opened the lens case to find the correct size lens but sadly it is a Nikon mount, rendering it useless to me. I checked the box and it does say 'Canon fit' I would also point out that it is again clearly not in new condition with greasy finger prints on the rubber zoom ring etc. not that it matters with this one as it is the wrong fit.

I tired to call your Cardiff store but both Adrian and Martin are on leave, so called the customer support line and spoke to Toni again. (I guess this email will be Toni too) She said that as I have now been in the store, I can not have the item sent back direct to Jessop's.

-------------------------------------------------------

And yep you guessed, Toni replied! with

Dear Mr Williams,

Thank you for your enquiry.

Unfortunately as advised previously, we are unable to issue a refund or a replacement now that your local store provided you with a replacement unit.

Please therefore return the lens to your local store who will issue a full refund for the cost of the lens.

You can ask them to contact us at Head Office if they do have any problems.

I would like to offer our sincere apologies for any inconvenience that has been caused to you.

Regards
Toni Evans
Customer Support

So to sumarise what I have been told. When Jessops need a lens (or other kit) to send out for an on-line order, they request one back from a shop that has one.
Now although the shop is only meant to send pristine stock back, clearly this does not happen.

So if you do order on line from jessops ( I will not again) and it has a yellow stock returns number on it. This means it has been in a shop at some point

If it is sealed then I am sure it will be fine, as it was clearly only in stock but, if not I would not except it.

Please note that Jessops Cardiff have been fantastic in this and are going to be issuing a refund Today. Plus givien me a awsome discount on some other new gear
Does mean I have to drive into Town again though

[kBm]

I think Jessops are having a tough time of it lately, closing stores, internet shopping, they seem to be loosing!

Originally Posted by mucca_D

Now although the shop is only meant to send pristine stock back, clearly this does not happen.

One mans pristine is another mans grubbyness! At the end of the day, the product needs to be in a saleable condition, a few finger marks won't effect the function of the lens.....

...a nikon fit for a canon will though!

[py6km]

This looks like one of those situations where you need to try and speak to someone other than a CS rep on the phone, or a shop floor bod. It's typical that the manager is away just when you need him! Any chance of getting it escalated over the phone as it seems clear that they need to rectify this quickly - you don't care if it's shop or internet stock; that's their problem to sort out I would say.

[mucca_D]

Originally Posted by py6km

This looks like one of those situations where you need to try and speak to someone other than a CS rep on the phone, or a shop floor bod. It's typical that the manager is away just when you need him! Any chance of getting it escalated over the phone as it seems clear that they need to rectify this quickly - you don't care if it's shop or internet stock; that's their problem to sort out I would say.

Thanks for the input guys, To be fare Adrian seems a top bod. Got a full refund today... but then bought a 580EXII and a 70-200 f2.8 L IS USM

[jonnypb]

Originally Posted by mucca_D

then bought a 580EXII and a 70-200 f2.8 L IS USM

that's a nice compromise

if i ever buy anything from jessops online i always use the collect at store option so i can inspect before making the final sale. when you use pick up at store they honour the online price as well

[The Gooner]

Originally Posted by jonnypb

that's a nice compromise

if i ever buy anything from jessops online i always use the collect at store option so i can inspect before making the final sale. when you use pick up at store they honour the online price as well

In my recent experience if you check the price on line first they will honor this price in store without reserving,

[jonnypb]

Originally Posted by The Gooner

In my recent experience if you check the price on line first they will honor this price in store without reserving,

true but if you reserve it online and collect in store you also get quidco cashback