Jessops and Sigma (A Curious Tale)

[McCruiskeen]

I did my research and concluded that I needed a Sigma 150mm f/2.8 EX DG Macro lens, which met all my criteria. There only remained price. Research online showed £569 as being the most common low price, but a couple of firms had it at £529, one of which was Jessops.

I phoned Jessops on 10th March and was told that there would be a wait of up to 28 days for the lens. There was no great urgency and they were £40 cheaper than the competition and so I placed an order and was given my order number. I asked how I would know when the lens was in stock and was advised to ring them on 5th April.

Some time later, I discovered that the cost of £529 had been taken from my credit card on 10th March, which I thought was a little naughty of them. I duly telephoned on 5th April, to be told that they had been waiting for delivery of these lenses from Sigma during February and then March and they had still not been delivered. They said that they would get their buying team to contact Sigma to see what was happening and would phone me back.

After receiving no repsonse for an hour, I contacted Sigma UK myself and was told that Jessops had no back orders with them. They further said that they had had stock of that lens throughout February and most of March, running out of stock on 24th March.

I then contacted Jessops Customer Support Team (again) and told them that according to Sigma UK, they had no back orders from them. They remembered me from my previous call and said that their Buying Team were still working on this, and would ring me back. They didn't!

I Rang Jessops Customer Support Team again and talked to a different person who was somewhat more assertive. I told him that Sigma UK had said that Jessops currently had no back orders with them and he told me that they had no right to tell me that. He further said that I had probably dealt with the wrong people. They (Jessops) dealt with Sigma UK direct. I told him that was who I had contacted and that was what I had been told, so how could they possibly be attempting to supply me with a Sigma lens, having taken my money, when they clearly had not placed an order with Sigma UK for such a lens. He then said that he had the order on his computer screen in front of him and quoted me the number. I noted it. I told him that I did not know whom to believe, since Jessops and Sigma were telling me things that were at total variance. He said that I obviously did not believe Jessops or why else would I have rung Sigma UK? I said that I had done so just to get an idea from them of when they might reasonably deliver the lenses to Jessops so that I would have an idea of when jessops might deliver one to me. He said that Jessops had an order with Sigma, but could only deliver a lens to me when Sigma delivered to them. He further said that obviously I could cancel the order, if I wished.

I rang Sigma UK again and gave them the Jessops order number. They told me that no such order existed and that Jessops had no orders with them.

So I rang Jessops and canceled the order. My £569 was refunded immediately.

Sigma UK sent me an e-mail on 7th March 2010 which gave me the exact position regarding their stock of the lenses, the fact that Jessops did not have an order with them and informing me of where the next batch were being delivered (Warehouse Express).

I contacted Warehouse Express who said that they were due to receive a delivery of the Sigma macro lenses and that they had an unallocated one in Nikon fit. I placed an order at £569, which they immediately acknowledged by e-mail. They pointed out that payment would only be taken upon dispatch of the item. Warehouse Express telephoned me today (9th April) at 13.30 to say that the lenses had arrived and mine would be with me next week. I thanked them for their excellent service and then reported Jessops to Trading Standards, from whom I am currently awaiting a response.

Checking Jessops website today (9th April) I found the lens still being advertised with delivery "usually up to 28 days" but priced at £599! I phoned their sales department and was told that their prices can and do fluctuate. He then asked what camera fit I was seeking for the lens and when I told him it was Nikon, he said "Oh, those are still at £529, would you care to order one now, Sir?" I asked when it would be delivered and he told me that they would have to order it from Sigma and as soon as Sigma delivered it to them, they would deliver to me. I politely declined his kind offer!

I am still trying to work out just what the hell Jessops are playing at!

[nigel_b]

Thanks for the tale. It's good to know who to deal with in confidence, and who to give a miss.

I cannot for the life of me understand why some organisations insist on treating their customers like they are stupid. With influential communications channels at our fingertips it's barking to behave in anything other than a squeaky clean fashion.

"Gerald Ratner" and "tat" spring to mind.

[McCruiskeen]

Originally Posted by nigel_b

Thanks for the tale. It's good to know who to deal with in confidence, and who to give a miss.

I cannot for the life of me understand why some organisations insist on treating their customers like they are stupid. With influential communications channels at our fingertips it's barking to behave in anything other than a squeaky clean fashion.

"Gerald Ratner" and "tat" spring to mind.

I completely agree with you. Wasn't it "Cr*p" though?

[Jim Ford]

Originally Posted by McCruiskeen

I am still trying to work out just what the hell Jessops are playing at!

I think the game they're playing at, is called 'Going Bust'!

Jim

[McCruiskeen]

Update

On 14th April, Warehouse Express sent me an e-mail informing me that my Sigma 150mm macro lens had been dispatched and giving me the Parcel Force tracking number. The lens was delivered early the following day and what an excellent piece of kit it is. "Thank you" to Warehouse Express and Sigma UK, and "up yours" Jessops!

[eeyore]

ahh yes the joy of jessops - at work i ordered two canon D10 waterproof compacts from jessops corporate with a delivery date of march 17th

when we reached march 18th with no cameras arriving, i rang them and was told that the cameras were expected from their supliers and would be despatched to us on 29th of march - i said okay but we needed an invoice imediately due to the financial year change.

march 29th came and went with no cameras or invoice , and we reluctantly accrued the money into this financial year, and i called again to be told that the cameras would be sent on april 8th and that an invoice would be sent straight away.

come april 12th with still no cameras or invoice I ranmg them and demanded to speak to a manager - and we are now told that the cameras are to be dispatched that day and would definitely be with us by friday 16th and that he will "personally ensure" that an invoice is sent at the same time.

it is now april 17th ( a month since the original order was suposed to be delivered) and we still have no cameras , or as far as i know invoice.

we are twixt a rock and a hard place because i cant cancel the order without losing the money - so the only hope is to hold on and hope they deliver before the accrual deadline expires.

to say that i'm not happy with their service is putting it mildly

[McCruiskeen]

In view of my experience with Jessops, claiming to have an order with Sigma, one wonders if there is actually an order for your two Canons.

[eeyore]

Originally Posted by McCruiskeen

In view of my experience with Jessops, claiming to have an order with Sigma, one wonders if there is actually an order for your two Canons.

yes quite - unfortunately because the money was out of last years budget we cant cancel and reorder without losing it, so we are stuck with them.

However if we dont get the cameras soon i shall be going up the hierachy at jessops until i find someone capable of making it happen. The one advantage is that as a corporate client the threat of losing our buisness is significantly greater than losing that of an individual, in terms of lost volume of corporate sales