Jessops and UKMail – what a cock up!

Ordering a camera from a reputable firm on the basis of an offer they have made should be simple.  And it probably is, except when the fatal combination of Jessops and UKMail are involved.

This was the letter we sent in the end to try to get the matter sorted.  All Jessops would offer was a “discount” on further purchases (fat chance) while UKMail couldn’t even manage to put together a coherent apology.

*************,

**********,

Malmesbury,

Wiltshire SN16 0EF

Telephone 01666 *******

Wednesday, February 8, 2017

Jessops,

Network House,

Globe Park,

Marlow,

SL7 1EY

Dear Sir or Madam,

Order number: J21980294

Ref: Delivery complaint due to breach of contract

On Wednesday 25th January 2017 you agreed to sell me a Canon EOS 1300D Digital SLR camera plus EF-S 18-55mm lens plus a Tamron 70-300mm macro lens and a Techno gadget bag.

The order was placed and paid for by PayPal, who have the correct name and address on file.

It was agreed that you, through your delivery agents, UKMail Ltd., would deliver to me on Thursday 26th January between 10.30 and 11.30am.  Whilst I must admit that I was looking to buy a camera, the offer of a quality product, supplied by a company which had been recommended to me, and the 24 hour promised delivery seemed perfect, especially as on the Thursday night I was due to attend a concert given by a friend of mine in Bristol. The chance to try out a camera such as the Canon and record elements of the concert for my friend convinced me to go ahead with the order.

The money was taken, I gave all of the necessary address details and made a conscious effort to ensure that someone was at the house, not only during the allotted time, provided for me by UKMail Ltd via an email on Wednesday, but throughout the day. UKMail failed to deliver.

When I chased your delivery agents on Thursday afternoon, some hours after delivery had been promised, I managed to speak to a representative from UKMail on the telephone.  She informed me that there was an issue with the address and that she would ring the depot straight away to see if they could re-attempt a delivery on Thursday, or failing that, on the Friday and that the depot would contact me shortly to confirm arrangements.  I provided the lady with my full address and contact telephone number. Unfortunately, the depot did not ring back and by the time that I tried to ring UKMail again I discovered that they had shut their switchboard and turned on a particularly ineffective automated answering system.  No matter how many telephone numbers we tried, we could not get to speak to anyone either at UKMail or the local depot.

Not knowing where the item was, nor when it would be delivered (if at all), my father tried leaving a message on UKMail’s Twitter account in the hope that someone monitoring the account would contact us.

Here is a transcript of the exchanges that took place between my father (Graham Cooke) and various people, presumably at UKMail head office (in italics).

UK Mail @officialUKMail

@ghcooke56 Hello Graham, please follow back and DM the consignment number so I am able to assist you. Regards Chloe

Hi there. Consignment number 41138190124213. My son ordered the camera specifically so he could takes photos of a friend of his in concert. He was told to expect delivery between 10.30 and 11.30, stayed in especially but nothing appeared. Contacted you mid afternoon and was told the matter would be sorted. Suffice to say all that happened was that the delivery date was put back to tomorrow. All further attempts at communication ended with your automated response, which didn’t help. He has had to go off with just his camera phone, is very disappointed and, had he known it would not come today, is wondering if he did the right thing to put his trust in your company. I hope he will get the camera tomorrow and much more than just a perfunctory apology.

Jan 26

Hello Graham, I can advise this has not been delivered today due to check of address. Please could you confirm your address and advise a contact number for yourself. Regards Chloe

Jan 26

I find this utterly unbelievable. The address is Beeches Bungalow, Barley Close, Malmesbury, Wiltshire. SN16 0EF. We have been at this address for 30 years and never had a problem – the Post Office has never had a problem. The address is clearly on the gate post, on a plaque facing the road and by the front door. The home telephone number is 01666 822596. I’m sorry – I do not accept your explanation; if everyone else can find it, so can you. Regards Graham

Jan 26

On Friday morning, after we had made further, very inconvenient arrangements to have someone at the house all day, my father received the following message from UKMail:

Hi Graham, i have passed your comment to the depot. Our records show that someone has arrange via the website to collect the parcel from our depot, please confirm this is correct, thanks Tracy

Jan 27

No. That is totally incorrect. We are waiting in Malmesbury for its delivery.  In addition, we spent all day yesterday at home waiting for it.

Jan 27

You will note from an exchange the day before that the address and contact number had been confirmed and that the delivery was to be made to the house (the depot is somewhere in Swindon, a significant distance from where I live and would have necessitated a morning’s worth of driving to and from Swindon).

When, later on in the morning, we received this email from UKMail, I am afraid that enough was enough.

Hi, unfortunately the parcel hasn’t gone out for delivery due to collection request received. Please confirm your availability on Saturday for redelivery attempt. Thanks, Norm

Jan 27

Good morning Norm. Completely unacceptable and unbelievable. Your failure to deliver yesterday was pathetic, your response when we rang to ask where it was, was unacceptable, your automated response system was unhelpful and now this. It should have been here yesterday, it ought to have been here today, so please advise me how best to contact your line manager, the company’s legal department number and an assurance that it will be delivered on Saturday.

Jan 27

Hi Graham, our records show: Recipient Specified Delivery changes… Rescheduled via web consignment 41138190124213 for 27/01/2017 Special Instructions Changed from : ******, ***** Malmesbury, SN16 *** – Pls 01666 ******

Jan 27

Sorry – not sure what that all means. No explanation as to why it wasn’t delivered in first place. Can I have a response to questions posed on my previous communication.

Jan 27

Hi, please contact the sender requesting them to escalate your query with us if you’re unhappy with the service provided. Thanks, Norm

Jan 27

You have taken the levels of obfuscation to an all time high – not a single answer to any of my questions. The only response is to pass the buck. Sad.

Jan 28

So we were no nearer an explanation as to why the package had not been delivered nor any the wiser about when we could expect it.

In an exchange later on we felt we might be getting somewhere:

Hi Graham, can you please provide a contact number I can pass to the driver to assist with delivery? regards^becs

Jan 28

 Contact number is 01666 *******. This is information you’ve had since this fiasco started on Thursday.

Jan 28

Good Morning, The contact number has been passed over to the depot and I have asked that the driver calls if any problems, regards Sue

Jan 28

 Jessops, the sellers, told my son to expect it on Monday. What on earth is going on? Is it coming today or Monday because we can’t carry on cancelling plans to make sure someone is at home – we’ve already wasted Thursday and Friday.

Jan 28

What a surprise; rather than ignoring my questions, as with previous communications, let’s just ignore them altogether and let us waste another day on the off chance that we might get a delivery.

Jan 28

Hi Graham, our Swindon depot advise that someone spoke directly to the operations manger and stated that he would collect goods from depot, therefore, the parcel has been held waiting collection, regards Tracy

Jan 30

 Hi Graham, the depot have just informed me that the driver will be delivery the parcel today, regards Tracy

Jan 30

 Hi Tracy, the time allocation given to us for delivery has just passed and still no delivery nor any communication from the driver. Can you update me on the situation urgently – we don’t want to waste any more time waiting for a delivery that isn’t going to arrive.

Jan 30

The time allocation is now well passed and still nothing – no delivery, no telephone call. I can confirm that no one from here instructed anyone that we would collect it from the depot – we have consistently asked for it to be delivered to our house. Also, no one has even bothered to explain why delivery was not made on the Thursday as promised. We waited in all day, at some considerable inconvenience, for the package to arrive and it didn’t. We had to chase up to find out that it had been returned to the depot. Our request that it be re-delivered the following day was ignored first by someone on your switchboard and then, when that avenue of communication was broken and the distinctly unhelpful automated system kicked in, was ignored by that. Emails to your twitter account on Thursday emphasised that we wanted delivery on Friday but then, after arrangements had been made to have people at the house all day, we heard that it had not been put on the delivery and therefore would not be with us. We expected it on Saturday but that didn’t happen. A colleague of yours called Norm deftly ignored all of my questions and in the end we had to rely upon a communication to my son from Jessops, the sellers, that the item would be delivered on Monday by you. Since we have no faith that you will be able to find our house (which has been on this spot for 35 years or more and has the name clearly appointed on the wall outside, above a fence that faces directly out of the driveway and on a plate by the front door) and which presents no problems to any other delivery company, will we be wasting yet another day waiting on you? If the roles were reversed, I would suggest you would be mightily angry with the situation, and if I were in your shoes, I would be embarrassed and wanting answers. And so we wait. Yours Graham Cooke

Jan 30

Hi, apologies for the inconvenience caused by the delay. Our records indicate the parcel has been delivered. Thanks, Norm

Jan 30

Hello Norm. Yes, the parcel was indeed delivered although the delivery man explained that there was no way that he would be able to deliver it in the allotted time, so we had to wait another three hours. The whole matter is now with Jessops, who supplied the goods and promised delivery on Thursday. Thank you for your assistance.

Jan 30

Thank you for the confirmation Graham, have a lovely evening. Regards Jade

Jan 30

 

Sadly, Jessops hardly covered themselves in glory on the Monday.  As we watched the promised delivery time pass I rang your headquarters and explained, once again, the sorry details of the order and its delivery.  I was told by the man that I spoke with that they would ring the UKMail delivery depot, find out what was happening and then he promised that he would ring back shortly.

When we had heard no more from Jessops for about an hour, I rang you again, this time speaking to someone else.  This person explained that the office was very busy, the person who had promised to make the call back had not even rung the depot and that since the matter was now considered a complaint, that complaints were dealt with in 24 hours and that ours would have to wait until the Tuesday for a response.

We now have the camera, which we are delighted with, but the whole process has left a very sour taste in the mouth.

My family and I have had to cancel appointments, re-arrange our working days, wait frustratedly for a package to arrive which was promised on Thursday but failed to arrive until late on Monday, manage the almost impossible communications with UKMail and have to put up with “shoddy” customer service from yourselves.

It is difficult, if not impossible to put a value on our time lost nor on the opportunities to use the camera for my friend’s concert but I hope that you would recognize our efforts to expedite a mess not of our own making, and seek to compensate us for them.

I also hope, for the sake of other customers, that lessons are learnt from this sorry episode and that matters are taken up with UKMail.

I look forward to your response within the next 14 days.

Yours faithfully,

David Cooke

 

Monday 6th March 2017

I have just tried, and failed, to send a message to Jessops on their website but the contact page seems to be out of action, so here goes here!

Dear Sir,

At the end of January (25th to be precise), my son ordered a Canon Camera from you, partly for the offer and partly because 24 delivery was included.

In short, he took time off work on the Thursday to wait for the delivery, which didn’t arrive. We spent ages trying to sort out what was going on with UKMail, who were, frankly, almost useless, but we were given assurances that it would be delivered on Friday. I took the day off work to wait on the Friday only to be told that it hadn’t even been put on the van for delivery that day.

More communications back and forth and then a call to you. One of your reps said he’d sort it out and have it delivered – he failed.

Nothing arrived on Saturday, as we re-arranged all of our personal arrangements to cover a possible delivery only to be told late on thatJessops had interceded and that delivery would be on Monday.

Another day taken off work and another delivery deadline missed. We were told between 11 and 1pm or something like that. The camera actually came at about 4pm with the driver assuring us that there was “no chance” that he would have been able to deliver it at the given time.

Given that the transaction was between my son and you (Jessops) and that UKMail were contracted by you to deliver to us, we were annoyed that, having lost three days work (and the commensurate pay), and having written to you outlining our case and suggesting that we were on the very bad end of the whole affair and significantly out of pocket, we have not even had an apology let alone any offer of compensation.

I hope this will be more successful than our letter.

Yours
Graham Cooke

 

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15:08

Re the problems with the order of the Canon Camera, the Order Numberr: J21980294 and we can be contacted through email (ghcooke@hotmail.com). Many thanks

Hi Graham , you are now speaking with Sophie please can you provide me with further information on what you query is regarding so that I can assist you further?

Hello Sophie, Clearly I didn’t make myself clear in the original message. My understanding of commerce is that the purchaser and the supplier enter into a contract when an order is placed and money passed. That type of contract requires good faith on both sides. My son ordered a camera and delivery for said camera on the following day. He made payment which you accepted. Your agents UKMail not only failed to deliver on the Thursday (the date agreed as part of the sale), they failed again on the Friday, the Saturday but managed a delivery on the Monday, some four hours after the stated window for that delivery had passed. We spent hours contacting UKMail to try to find out what the situation was and then had to resort to contacting Jessops. We were told that the matter would be looked into and a phone call would be returned in 30 minutes. An hour later when we rang we were told, quite brusquely I might add, that the operative had not made any calls as promised. We spent four days re-arranging work and commitments to be in the house should the order arrive. That is not satisfactory. I am looking to you for something more than a reluctantly forged apology.

 

Yours Graham Cooke