Jessops' lousy customer service

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xil3

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Has anyone had any problems with the Jessops call center?

Recently I've been on hold for ridiculous amounts of time, during times of the day that would normally not be busy at all.

After waiting for like 20 minutes I get transferred to their insurance department, which then tells me that they are too busy and that they can take a message. I then have to call back and go back to the end of the que, which then leads back to the insurance department after 20 minutes AGAIN!

Loop continues....

The ******* charged me almost 5k pounds for an order that I canceled, and they informed me that no money would be even charged if it hadn't been dispatched yet. NOTHING was dispatched when I called to cancel it, yet they still charged me!

Now I can't get through to the pieces of **** to get my money back!
 
Maybe try your card company as they (Jessops) should not have have charged you as promised.
 
not that this helps, but I'm curious as to why you would place a 5k order and then cancel it. If it was me I would have agonised for days and days before I placed an order like that just because I'd be scared it was the wrong thing to do

As I say, not that it helps, but just curious to understand the thinking
 
keirik said:
not that this helps, but I'm curious as to why you would place a 5k order and then cancel it. If it was me I would have agonised for days and days before I placed an order like that just because I'd be scared it was the wrong thing to do

As I say, not that it helps, but just curious to understand the thinking
Click to expand...

I canceled it because I found a better deal elsewhere.
 
xil3 said:
Has anyone had any problems with the Jessops call center?

Recently I've been on hold for ridiculous amounts of time, during times of the day that would normally not be busy at all.
Click to expand...


That's odd, can't imagine why they'd be busy at this time of year :shrug:
 
xil3 said:
Well, last time I checked, people still had to work, so it'd make more sense if they were busy at lunch, but not at 9 in the morning!
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Knowing it would cost a small fortune and would likely be a long wit on hold, I'd guess a lot of people would make the call once they got in to the office, making 9 a busier time to call than most.
 
Also depending on where their call centre is, the weather may have some bearing on the staffing levels?
 
Is that customer services line the same as the complaints line (complaints - 0845 458 7005)? If not try ringing complaints.
 
xil3 said:
Well, last time I checked, people still had to work, so it'd make more sense if they were busy at lunch, but not at 9 in the morning!
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You have obviously never worked in a call centre (or if you have it was a quiet one at Christmas). The phones at this time of year are pretty constant. In our place there is a spike around dinner that last a couple of hours, and again about 4 o'clock, but we are pretty much flat out from 8:30

You could try and find an obscure number for a different department to try and get through, but they are all probably busy
 
Simmotino said:
Knowing it would cost a small fortune and would likely be a long wit on hold, I'd guess a lot of people would make the call once they got in to the office, making 9 a busier time to call than most.
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Yeah true, but the thing that annoys me the most is that it just transfers you to insurance after awhile, so you always get sent back to the end of the queue, since you're forced to call back.
 
raathistle said:
You have obviously never worked in a call centre (or if you have it was a quiet one at Christmas). The phones at this time of year are pretty constant. In our place there is a spike around dinner that last a couple of hours, and again about 4 o'clock, but we are pretty much flat out from 8:30

You could try and find an obscure number for a different department to try and get through, but they are all probably busy
Click to expand...

I did work in a call center (back in the day), but it was doing tech support... so I guess it's completely different.
 
xil3 said:
Well, last time I checked, people still had to work, so it'd make more sense if they were busy at lunch, but not at 9 in the morning!
Click to expand...

I'd imagine with a big company like that they'll be busy from the minute the call centre opens, rather than everyone calling at lunchtime....
 
Sorry dude, just read back my post and it was a bit harsh, must make more use of smilies to get across real tone.

The one I'm in at the moment I sit and do the number crunching stuff (hideously boring:gag:) but you can tell from the noise levels and the wall boards that there isn't really a quiet time, just a less busy time.

If they are anything like our day I reckon about 2:30 is your best bet
 
Well, thanks for the heads up, but I'll just keep at it - I have my phone on speaker-phone and just keep redialing when it gets sent to insurance.

I will hopefully get through eventually...

The agent that originally canceled my order promised me that nothing had been charged, so it really ****es me off that they would tell me something like that and then I find out that they did in fact charge.
 
xil3 said:
Well, thanks for the heads up, but I'll just keep at it - I have my phone on speaker-phone and just keep redialing when it gets sent to insurance.

I will hopefully get through eventually...

The agent that originally canceled my order promised me that nothing had been charged, so it really ****es me off that they would tell me something like that and then I find out that they did in fact charge.
Click to expand...

If you ordered over the web even if a company don't take the money out of your account it gets reserved to them.. its a web thing.. if the items wre in stock legally they had every right to take your cash and treat it as a legitimate order to be processed... the bad news is they have 30 days to return it legally:suspect:
dont get me wrong im not pro companies doing this and i feel for you because i recently has the same problem although not with jessops and complained to trading standards as id had money taken for goods that were out of stock (this is an offence and should be reported) however i was informed they had 30 days in which to refund by law which understandably leaves you fuming!.
it would appear from experience that e mail will get you a quicker response and will save you explaining your problem to thirty different people.
I have a superb jessops near me that happily price match web prices i.e warehouse express and the manager even delivered the goods to my office so i didnt have to wait... i know the internet can seen easier but when it goes wrong putting it right can be a real problem that leaves you wanting to beat someone to death with club:bat: at least from a store you can go in and rant when you see fit and theres no holding for 20 mins!
hope this gets sorted for you soon buddy.
Andy
 
Yeah, the main issue is that the item is/was not in stock! So the money should not have been charged....
 
I thought it was because you found a better deal?

If it is the case that the stuff you ordered was not in stock, you cancelled and they said no money would be taken, yet they still took the money then personally I would be ringing my credit card company and telling them it is an unauthorised transaction.
 
Keith W said:
I thought it was because you found a better deal?

If it is the case that the stuff you ordered was not in stock, you cancelled and they said no money would be taken, yet they still took the money then personally I would be ringing my credit card company and telling them it is an unauthorised transaction.
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Yeah, that's why I canceled the order.

I finally got through to them, and they admitted that it was a mistake and that money should not have been taken out.

They are doing a refund, but said it can take up to 5 business days... hah

So, because of their mistake I am left without my money for up to 5 business days
 
Well technically what they did was illegal. By law they can't charge your credit card until they deliver the goods. So if all else fails hit them with a solicitors letter. You'll have your money back quick smart then :lol:

Edit: Ah, just spotted that you got through to them. :thumbs:
 
I have to ask, why are folk turning this into the spanish inquisition?!

C'mon! The guy cancelled an order before it was despatched - the company stated no money would be taken then took the money anyway! Doesn't matter why he cancelled the order in this situation because they were wrong to take the money.
 
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