Jessops *bad customer service*

foxxymynx

I called Jessops in Newcastle, the telephone rang continuously for 5 minutes before I hung up. This was just after lunchtime.

I called the Metro Centre branch, they picked up straight away and assured me that they had the item that I wanted in stock and that they would reserve it for me.

I went to the Newcastle branch and the Metro Centre branch. The Newcastle branch after 15 minutes no one could be bothered to ask if they could help.

At the Metro Centre branch, they hadn't reserved the item I wanted (a camera) but offered me thge display model, however I would have to pay full price and this wasn't negotiable. Cameras in camera shops get fiddled with and used by potentiol purchasers, therefore it's pretty much a second hand camera by the time all those customers have played around with it, edited settings etc etc. However the sales staff couldn't grasp the issue.

Bad customer service, - good bye from a previously loyal customer.

withabix

Why didn't you reserve it on the website? If it was in stock in that branch it would have told you on the website and you could have reserved it.

It will probably have been cheaper as well, plus you could probably have used a discount code.

myrnahaz

I wonder which of the following is true - might the staff morale be low at the news that Jessops shares are practically valueless and their jobs might be at risk? OR is it that the poor customer service might have contributed to the tumbling share prices?

davetrousers

What camera was it?

Let the MSE clan get on the case.

nearlyrich

I have given up on Jessops too, they used to have a really good shop in Manchester with knowledgable photographers working there, ability to negotiate a deal etc, now they have a scrappy little place. The last time I went in to ask about a lens brochure they advertise in their catalogue I was told it didn't exist. I think they have contributed to their own demise, yes we can buy cheaper online but I like to play with photographic gear and once it's in your hands you don't want to wait for shipping so will pay the extra premium.

foxxymynx

withabix wrote: »

Why didn't you reserve it on the website? If it was in stock in that branch it would have told you on the website and you could have reserved it.

It will probably have been cheaper as well, plus you could probably have used a discount code.

Cause I called up and reserved it over the telephone and double checked that it was the same price as online.

It was the sony alpha 300 (upgraded to the 350 elsewhere though)

vyle

foxxymynx wrote: »

I went to the Newcastle branch and the Metro Centre branch. The Newcastle branch after 15 minutes no one could be bothered to ask if they could help.
.

I dont think they should have tried to sell the display model as new, but did you ask anybody to help in the newcastle branch? Were they busy?

Just wondering.

foxxymynx

vyle wrote: »

I dont think they should have tried to sell the display model as new, but did you ask anybody to help in the newcastle branch? Were they busy?

Just wondering.

Every time I went towards someone in the Newcastle branch they walked away. It was fairly busy, however, people had gone in after me, enquired or been asked if they needed asdsistance, purchased and left before me, so I thought it wasn't acceptable TBH. Sadly I don't blend into the background either, I stand out like a sore thumb in a shop full of able bodied people (I have a powerchair which is pretty bulky, with all it's bells and whistles) so it can't even be said that I blended in and wasn't seen.

smileygiraffe

I've always found Jessops to be really overpriced too, You can almost always find the exact thing online/ensewhere for less.

vyle

foxxymynx wrote: »

Every time I went towards someone in the Newcastle branch they walked away. It was fairly busy, however, people had gone in after me, enquired or been asked if they needed asdsistance, purchased and left before me, so I thought it wasn't acceptable TBH. Sadly I don't blend into the background either, I stand out like a sore thumb in a shop full of able bodied people (I have a powerchair which is pretty bulky, with all it's bells and whistles) so it can't even be said that I blended in and wasn't seen.

Ah yeah. I have had experiences at work where somebody has walked in on a very busy day, stood in a far corner and then got very angry when they're not seen and served within two minutes, or had somebody behind me moaning loudly that I'm not serving them when I'm taking a phonecall from another customer and getting them details off the shop floor.

What it sounds like is shoddy service though and a load of staff who didn't want to deal with anything not run-of-the-mill, so to speak.

foxxymynx

vyle wrote: »

Ah yeah. I have had experiences at work where somebody has walked in on a very busy day, stood in a far corner and then got very angry when they're not seen and served within two minutes, or had somebody behind me moaning loudly that I'm not serving them when I'm taking a phonecall from another customer and getting them details off the shop floor.

What it sounds like is shoddy service though and a load of staff who didn't want to deal with anything not run-of-the-mill, so to speak.

I agree with you that, if people want sales people to be mind readers and don't get served, it's their own fault, but when you actively try to get served, it's different. TBH I don't think they even wanted to deal with run-of-the-mill, I knew exactly what I wanted so there wasn't even a sales pitch required, LOL.

Ah well, it's Jessops that lost out in the end