Words fail me

My saga is still continuing after over a month. However this is the gist of it:

I placed an order online for a Panasonic LUMIX DMC-FZ150 camera, paying a deposit via my credit card and taking advantage of their ten month interest free finance offer. At the point of ordering the website stated that the item was out of stock but is usually available within ten working days. I received an email from Jessops the next day stating that my order had been despatched by Next Day Delivery, which I was really pleased with as I had expected the wait to be longer. However, as I was not expecting this so quickly I was not in all day on the date that the parcel was scheduled for. As a result, the parcel was returned by Yodel to their depot in north Bristol, leaving me with a calling card and reference number.

I followed the instructions on the card and entered re-delivery details on their website, asking that the parcel be redelivered to an alternative address where I could be sure someone would be available to sign for the item. I arranged this with the persons concerned for the date selected on the website. Nowhere on the website did it request that I contact Jessops to rearrange the delivery address details and I even received an email confirmation of address change details from Yodel (attached). The next day I received an email from Yodel explaining that as the named recipient and address was to change, I needed confirmation from the shipper that this was correct. However, at that point I could not be sure that the sender was Jessops as I had a number of parcels outstanding. As a result I attempted to contact Yodel’s customer service line to rectify the matter but spent almost 60 minutes waiting on hold at a cost of 10p per minute and never ended up speaking with anyone. While this was happening I received an email from Yodel confirming that the shipper was Jessops and that I needed to contact Jessops to arrange a new delivery address. I understood the reasoning behind this with my camera being a high value item.

At this time I was unable to provide an alternative delivery address so I again sought out the Yodel website about arranging collection from the depot myself (a 35 mile round trip). I attempted to select collection on a Saturday as the website stated the depot was open, however when given the option to select a date I was presented only with Friday, Monday and Tuesday - working during the week meant that this was not possible. However, the website also informed me that someone else could collect on my behalf as long as they had my delivery calling card and their own identification. I selected this option and entered the name of the person nominated to collect the parcel for me. In order to make this as easy as possible I drove the calling card fifteen miles to my friend’s house and returned. The collection was scheduled for 16th July and I again received email confirmation of this fact from Yodel. On 16th July my friend attended the depot however was instructed that he could not take away the item because he did not have my identification with him (contrary to the email I received). However, Yodel were not able to locate the parcel as the number on the calling card did not match their system. Yodel’s advice was for me to contact Jessops in order to rearrange another delivery address.

I contacted Jessops who allowed me to rearrange delivery to a new address on 17th July. I arranged this with the persons concerned at the address. They waited in all day for the parcel from 7am until 9pm and nothing arrived. I heard nothing from Jessops and nothing from Yodel about this issue. By this time I had given up the idea of contacting Yodel’s customer service line and therefore emailed the depot to ask where my parcel was. All they seem to be able to say is that the parcel was “last scanned on 10th July” and I cannot obtain any other information or update from them. The last I heard from Yodel was on 20th July where they were conducting a “base check” for the parcel.

Having given up the parcel for lost I contacted Jessops to cancel the order, on 19th July. In order for me to have my deposit refunded I would need to complete a claims form. I had to ask six times for this form to be sent to me as each time it never arrived. Finally I received it, but with no instructions as to whether it was to be printed or which address to return it to. I emailed asking for the address to be confirmed but heard nothing back so have posted it to the head office. While waiting for the infamous claim form I also wrote in a letter of complaint as I could not keep waiting for no form to arrive. Twelve days later I receive a reply (no apology or attempt at reparation) asking me to call their customer services to arrange the refund. I call them as their website states lines are open until 7pm. They close at 5.30pm. Very useful for people who have busy day jobs paid for by the tax payer.

In amongst my mail I also find that the finance company have written to complain that I have cancelled my direct debit, so I contact them to hear that because Jessops have not cancelled the finance contract, I am still liable for the debt and that I will incur late payment charges as a payment is due imminently. The person I spoke with did not listen to me and spoke over me as I tried to explain what problems I had been having with Jessops. The last time I tried to call Jessops I spent 60 minutes in a queue and still no person to talk to. When the finance company heard this they said they would not have time to do this now as they could not wait that long in the queue either. The solution is apparently to call both companies back in the morning when it is "more convenient to me". No, I think if I work in the day it is not more convenient to call back at 9am.

I used to enjoy shopping with Jessops and their prices have been very competitive. There is no way I will ever buy from them again. Absolutely terrible service from them, their delivery company and not much better from the finance company.