Jessops レビュー 

Jessops からの回答

1日前

Dear Ian,

Thank you for taking the time to share your feedback.

We completely understand your frustration and disappointment that we are unable to fulfil your order as originally expected, and we appreciate that this is not the outcome you were hoping for.

At the time of placing your order, the product was listed as ‘Available to order - awaiting stock’, indicating that we did not currently hold stock of the item and were awaiting further availability.

Unfortunately, DJI has since made the decision to discontinue production of the Neo Motion Fly More Combo. As the manufacturer is no longer producing this product, it is no longer available for us to re-stock as it won't be for any retailer, customer etc.

We appreciate that this is disappointing news, particularly when you have placed an order with the expectation of receiving the product. Our team therefore provided a number of alternative DJI products that remain in production and that we felt may be suitable for your needs. However, we fully respect your decision not to proceed with an alternative.

While the decision to discontinue a product is ultimately outside our control as a retailer, we recognise our responsibility to keep customers informed and provide the best possible options when circumstances change - we are confident the team have done so on this occasion. We pride ourselves on communicating such developments as promptly as possible and offering suitable alternatives.

We are pleased to see the team actioned your refund within 10 minutes of receiving your cancellation request.

Kind regards,

The Jessops Customer Service Team

Jessops からの回答

5日前

Dear Helen,

Our website states our Customer Service team are available on email from 08:30 and available on the phone lines and live chat service from 09:30. We recognise how important response rates and helping our customers as quickly as possible so we are really pleased to see the team have responded to all of your emails within a couple of hours.

We can see DPD attempted delivery on 4 separate occasions and they have provided photo evidence of each delivery attempt. When you then requested to cancel the order, the team actioned your cancellation request within a few minutes of receiving it and notified you of that.

It is disappointing to hear of your feelings on your experience with our team as we do feel we have acted as professionally and as quickly as possible however we do appreciate your comments as we always value hearing first hand accounts of our customer's experiences.

Ultimately though, we are very pleased you were able to secure the order you were after!

Kind regards,

The Jessops Customer Service Team

Jessops からの回答

2026年10月7日

Dear Ben,

Thank you for your feedback.

We are incredibly sorry for this situation and for any inconvenience caused. There was an error on our system which meant that whilst only one out of two units of your order were available, it pulled through to the team requesting payment re-authorisation as both units. Your order was not due to be fulfilled in this stock arrival - unfortunately a completely unforeseen system error occurred.

We really do appreciate your frustration however we can see when you spoke to the team they have advised we were doing everything we can to fulfil the order as soon as possible. We can't see anywhere where our agents stated 'you may get lucky' and we do not feel that reflects the communication of the efforts we are putting in to find a resolution to the issue.

If you do not wish to wait for the team to try and fulfil this order for you as soon as possible, you have the option to cancel and receive a refund. We can also refund your money whilst you wait however we would of course need to take a payment again once the order is ready to be dispatched.

Kind regards,

The Jessops Customer Service Team

Jessops からの回答

2026年10月5日

Dear Kestrel,

Thank you for your feedback.

We're so pleased you enjoyed a 5* experience with Pete and our Jessops Kingston team. We really appreciate you sharing your lovely comments!

Kind regards,

The Jessops Customer Service Team

Jessops からの回答

2026年10月7日

Dear Anna,

Thank you for your feedback.

We have reviewed the history of this matter and can confirm that the item was purchased as a used unit in July 2024, with a six month warranty included.

In December 2024, you contacted us requesting a refund on the basis that you believed the unit was faulty. The unit was subsequently inspected and professionally assessed by our Inspections Team and was found to be in full working order.

The unit was then tested again in February 2025. Although it was by this point outside of the six month warranty period, we agreed to carry out a further assessment as a gesture of goodwill. We were clear that, had a fault been identified, we would have considered an appropriate resolution. However, following another thorough professional assessment, the unit was again found to be in full working order.

We take our warranty obligations and customer protection very seriously. At the same time, we have a responsibility to ensure that claims are assessed fairly and reasonably, both for our customers and for the business. Where an item has been professionally assessed on two separate occasions and no fault has been identified, we are unable to justify issuing a refund for a fully working unit.

We are confident in the findings of our Inspections Team on both occasions and our position remains unchanged from when this matter was last discussed with our Customer Service Team in February 2025.

We appreciate that this may not be the outcome you were hoping for, but we believe the matter has been handled fairly, thoroughly and reasonably.

Kind regards,

The Jessops Customer Service Team

Jessops からの回答

2026年10月7日

Dear Alan,

Thanks so much for your feedback. We really appreciate your kind words about Pete and our Jessops Kingston team!

Kind regards,

The Jessops Customer Service Team

Jessops からの回答

2026年10月5日

Dear Alan,

Thanks so much for your feedback, we really appreciate your support!

Kind regards,

The Jessops Customer Service Team

Jessops からの回答

2026年10月5日

Dear Graham,

Thank you for your feedback - we sincerely apologise for your experience.

Unfortunately, due to the significant global constraint of SSDs, there have been rapid increases in the market price which unfortunately has a knock-on effect on suppliers, retailers and customers across the market.

Whilst the price is £250.00 more due to the market increase, we can see you were offered the unit for £110,00 extra, with Jessops taking on the other £140.00 as a loss.

Despite the offer of a £140,00 reduction by Jessops, we completely understand the frustration of the situation and the reason you decided not to proceed. Ultimately, we are pleased you were able to secure the product at the best price possible in this instance.

Kind regards,

The Jessops Customer Service Team

Jessops からの回答

2026年10月5日

Dear Nora,

Thank you so much for your feedback - we are delighted to hear you had such an enjoyable customer experience with our Jessops team.

We hope to welcome you back in the future!

Kind regards,

The Jessops Customer Service Team

Jessops からの回答

2026年9月23日

Dear Dave,

Thanks so much for your feedback. We're so pleased you enjoyed your experience at our Jessops Kingston store and we really appreciate your kind words about the team and Pete!

Kind regards,

The Jessops Customer Service Team

Jessops からの回答

2026年9月23日

Dear John,

Thank you for your feedback.

We sincerely apologise for any inconvenience caused regarding the delay with your order - unfortunately there were unforeseen issues with our courier. We can see you were advised your order was due to be dispatched on the day you called in to cancel however we completely appreciate you choosing to cancel your order.

Whilst we appreciate the situation was a frustrating one, we are pleased to see the team responded to you within a few minutes when we were contacted. It is very rare when things go wrong however when they do, we pride ourselves on the team being there to provide assistance and support.

Kind regards,

The Jessops Customer Service Team

Jessops からの回答

2026年9月23日

Hello,

Thanks so much for sharing your feedback.

We are so pleased you enjoyed a 5* experience with Rory and the team - they will really appreciate you sharing your comments.

We look forward to assisting you in the future.

Kind regards,

The Jessops Customer Service Team

Jessops からの回答

2026年9月15日 に更新

Dear Laurie,

Thank you for your feedback.

You made an order for a product that was on status 'pre-order' with an estimated date of arrival which was the month of August, this was then unfortunately pushed back to September. Please note, our website has not stated an exact date. We provide the most accurate timelines possible for pre-orders however these are estimates and not guarantees - we are always upfront and honest about that and unfortunately, on occasions, there can be delays with manufacturing and logistics in the case of pre-orders.

We sincerely apologise for the error with the prints. Unfortunately, it was a very rare system error and this was not flagged to the team by the system therefore they only became aware of it once you contacted the team. We really do appreciate you raising the error and I'm glad the team were able to resolve the situation quickly and fix the bug.

We aim to respond to our customers within 48 hours and we can see the team have always adhered to those response times within their communication with you.

Kind regards,

The Jessops Customer Service Team

Jessops からの回答

2026年9月14日 に更新

Dear Derek,

Thank you for your feedback.

I would, however, like to clarify the level of expertise within the team. Our camera equipment specialists (customer service team) have extensive knowledge and experience with camera hardware, including cameras, lenses, accessories, compatibility, specifications and the physical operation of equipment. This is the area in which we specialise and where we can provide the greatest level of support.

Firmware and software related issues are somewhat different. While our team will always do their best to assist with these queries, they are not the primary focus of our business and therefore our knowledge in this area is naturally more limited than our hardware expertise. Firmware and software can also vary considerably between manufacturers and individual models, and often require information or troubleshooting provided directly by the manufacturer.

This should not be taken as a lack of knowledge or expertise within the team. Rather, it reflects the distinction between the products and services we specialise in and areas that sit outside our core remit.

We can see the team did their best to assist with your software issue however we are sorry that we were not able to help further. Please feel free to reach out if you have any more queries though as the team are always keen to assist in any way they can.

Kind regards,

The Jessops Customer Service Team

**UPDATED REPLY*

Dear Derek,

You ordered a used item - used items do not always include the full accessories as bought new. We list the accessories included with each unit and the advertised price takes into consideration both the accessories included and the condition of used unit.

The lens hood and hood adaptor are two different accessories. The listing of the unit you bought did not include an adaptor and the price reflected that however we are very pleased you were able to organise one with Sigma!

Kind regards,

The Jessops Customer Service Team