What's the problem with Jessops

rossawilson1 · Nov 25, 2008

Just because we're talking about them..

I used to work in Jessops, it was the Southampton Commercial road store. Now Gone. It was good about 7 years ago, even when I was there though the whole corporate thing was beginning to strangle it's soul. By that I mean more and more employees were being pushed to take managerial training, people would join the group just for that.. they were always shaking up regional managers etc. The whole thing became a big ladder where those who cared about photography and the customers were trod on.

Last week I walked into Jessops Salisbury and asked for some 120 slide film.. the early 20 something girl went to the fridge, after I asked her to, and looked for some, then came back with a role of 35mm film.. I said no, 120 film.. she said this has got 36 exposures.. I looked at her blankly, I wondered if this was really happening. I said 120 film, it's a bigger film comes in a longer box? She looks at this film, confused, looks at me and says, this is 135. Now I know some people, won't know what the stuff is, but she didn't ask, couldn't believe she didn't know everything, I wasn't another dumb ass after a digi cam. Her sort of "on top of it all" attitude vanished.. I guess she was too afraid to say.. Sorry, let me ask because I'm not familiar with that film. I didn't care she didn't know what it was, although it was surprising, it was just the fact that she couldn't bring herself to be humble and offer some genuine customer service.

Jessops is an old person who has lost their memory, it's very sad to see them go down hill like this, but they are not the same store any more. The old Jessops was bopped on the head and dumped in a gutter while some greedy know it all stole his clothes and stated taking out money. Not any more.

Martin Aislabie · Nov 25, 2008

Shops and even large chains don't have much of a future when they stop meeting their customers needs

They no longer want to sell you what you want to buy - they seem to want you to buy what they want to sell - there is a world of difference and it shows

Martin

momo · Nov 25, 2008

jessops in Newbury is still rather good, just about all the staff know what film is and its formats, even invited me into their darkroom, which I declined as I was with the wife and her attention span in there is, shall we just say short of a 5 second fuse. It may be to do with the fact the local college runs photography courses but at least their on the ball. The big guy there ( I think his name is steve) is always helpfull and lets me know my mistakes etc so all in all a good bunch of guys.Oh he also tells me when their about to have an offer on and to "wait a few days"...

canuck 7 · Nov 26, 2008

Ian Grant said:
My local Jessops now stocks a lot more B&W film 35mm & 120 (almost all Ilford) & Ilford papers than it did on my last visit back to the UK. (Plus dev, fix etc). However no neg storage sheets, they are to special order & take around 28 days.

There's no logic in this they are selling more B&W film than a year ago but how do they expect people to store them ?

So with 2-3 days delivery from Silverprint that means another lost sale for Jessops, and I bought everything from Silverprint as a consequence.

Then there's the cable releases I bought that didn't fit any of my cameras or shutters, the end piece that screws in to the shutter release was too large - on returning them I was told they are discontinued- but still for sale

Ian

hi mate,i just joined,i have had unbelievable problems with jessops over the years.they screwed up prints i ordered,120 "pro service"!,lost negatives,and more.the fact is,all they are interested in is selling as much digital equipment as they can.the certainly do not cater for the film photographer.and beware of using any service when the shop has to send off any film to be processed or negs to be printed from.their "customer service" should they lose or ruin your stuff is diobolical!!!.regards,peter jenner,worc's,mids.

Ian Grant · Nov 26, 2008

At least there are two other Photo shops in Worcester, and one is quite reasonable.

The really decent store (I forget the name) unfortunately became Jessops, but there was a very knowledgeable girl there when I last went in 2 or 3 years ago.

Welcome to APUG BTW Peter

Ian

Paul Jenkin · Nov 27, 2008

I suppose you can compare Jessops to the 'High Street' music shop scene. For those of us who can remember (or still use) vinyl albums, where would we go to buy what we want these days? Although I've seen albums for sale in HMV and Virgin megastores, the selection available wan't worth the effort - contemporary 'dance' music. However, I do know a number of small independent shops where they sell second-hand vinyl by the hundred-weight and will get you what you want if you're prepared to order it and wait for a while.

Fortunately for Jessops, I suspect that the vast majority of their customers are relatively new to photography and relatively unsure of what they want - other than a digital camera for under £200 - hence the need to employ a high percentage of drones and just the occasional photo enthusiast for when someone wants a little more exotic comes through the door.

As J Brunner quite rightly, in my opinion, says, Jessops' apparent business strategy will work - but only for a while. It's a great pity as they could have been the most dominant photographic shop on any High Street. However, I expect to see them going the way of MFI, Woolworths, C&A and any number of other former household names that hit the slippery slope and can't find the brakes.

Andy K · Nov 27, 2008

Paul Jenkin said:
However, I expect to see them going the way of MFI, Woolworths, C&A and any number of other former household names that hit the slippery slope and can't find the brakes.

The owners of Curries and PC World, DSG International, has said they are in the red and struggling.

Aurum · Jan 31, 2009

Andy K said:
The owners of Curries and PC World, DSG International, has said they are in the red and struggling.

Considering the customer service they provide, that is not surprising!

What the box retailers have forgotten, is that after price, the customer wants a pleasant shopping experience. That includes pleasant knowledgable staff who don't try to rip you off with inferior goods (PC world)

Thomas Bertilsson · Jan 31, 2009

Well, the local chain here in Minnesota - National Camera Exchange - is taking a real nose dive too. A couple of issues I have with them, but that I just don't bring up any more:
1. The chemistry, paper, and most accessories on their shelves don't have pricing. Asking if they could address that they just tell the customers to come up to the cash register to check. Yah, I'm real interested in that!
2. They never stock Hypam, despite me asking for it, telling them that I go through a 5l thing every 2 months or so.
3. The guys that work there are usually not very friendly. When I come wandering towards the cash register, they always shun away like I have the plague or something. I hate that.

On the positive side, the women that usually end up helping me out are very friendly. They usually engage in a conversation about the things I purchase, they're curious about traditional b&w photography. Today I bought some C-41 chemistry, and the girl behind the counter started asking all sorts of questions, if it was difficult to do your own color, etc. I left with her wishing me well with my endeavors, and saying she wish she could have a darkroom to herself. Nice lady. I appreciated the little attention that was spilled on me and it was a nice earnest conversation. If the guys working there could just get over their digi-pride, put some f-ing price stickers on the shelves, and get me my Hypam - I would recommend everybody I know to go there. Now I only go there if I must.

I guess it's the same with Jessops. There is a real opportunity out there, to grab the analog photography business clientele, but you have to be a little smart about it. It doesn't sound as though they're doing a real good job.

- Thomas

Martin Aislabie · Feb 2, 2009

I knew it was a long shot - but I walked into my local Jessops and asked if they had any Developing Trays.

I frankly hadn't expected them to but I did expect they could order them for me and I could collect later in the week.

I was the only customer in the shop and one of the four assistants eventually tore themselves away from chatting to each other to come and serve me.

When I asked about Developer Trays he looked shocked and confused.

After a few seconds of hunting on his computer he shuffled away to talk to the Shop Manager who told him where to search and what to search for.

A minute later and looking confused he said they don't carry such items and I should buy them from the internet as "no one stocks that sort of thing any more"

I pointed out I could buy them in the next town (Warwick) about 8 miles away and that they were available on the Jessops Web Site

He looked unconcerned and we both wandered off.

If the Shop cannot stock or even order what customers want and have come in to buy - then they are going to the wall - it’s only a matter of when.

I remember when Jessops was THE photographic shop in the UK – it wasn’t all that long ago – and look at them now – a shadow of their former selves – sad really.

Martin

Steve Roberts · Feb 2, 2009

Martin Aislabie said:
I remember when Jessops was THE photographic shop in the UK it wasnt all that long ago and look at them now a shadow of their former selves sad really.

Martin

In times gone by the employees of photographic shops tended to be people who were interested in photography whereas now I suspect that Jessops (and other shops, not just photographic) will employ the cheapest 'yoof' they can get away with. Of course, that attitude eventually comes back to bite them... It's always refreshing to call into Plymouth's branch of the London Camera Exchange, where the manager Dave Hall and his staff are all knowledgeable and helpful whether selling the latest d*****l product (not that I've ever bought one) or a few rolls of 120 to an old f**t like me.

Steve

Ian Grant · Feb 2, 2009

Jessops stores vary markedly and it seems in part to be dependant on the staffs knowledge usually acquired outside the stores. As a whole Jessops service to film users is by smal, but there are a few good stores around the UK. However the head office policies of keeping low stock levels of film etc in each store means they lose sles to online competitors. They used to be able to get anything within 24 hrs but on my last visit to the UK that had stretched to 2 weeks, so I bought elsewhere online.

Ian

Mark Antony · Feb 2, 2009

My experience (Norwich store) is that recently a few more analogue products are for sale. The films used to be behind the counter, now they are up front. They have boxes of 4x5 Ilford film, and most 35mm and 120 neg stocks from Kodak, Fuji etc.
They have (in a separate part of the store), some Ilford paper, fixer and developer stocked along with some Xtol and D76. The store staff aren't as knowledgeable as they could be and prices are a little higher than some, but I'm happy to be able to get chemicals on the High St as internet shipping costs on 5L of fixer is high.

Tom Kershaw · Feb 2, 2009

Mark,

I know Jessops in Norwich now have some film stocked, although the sales assistant told me, 'film is going away but we still seem to sell it', which is an odd attitude; but I don't recall seeing any paper or developer / fixer. Are they hidden away somewhere?

Tom.

Mark Antony · Feb 2, 2009

Tom they are on the left hand side wall about half way along just past the Frontier kiosks. Yes, most of the assistants are clueless about photography in general digital and film (they sell consumer electronics) but one guy there knew what my Rolleiflex was and knew it took 120 film!

hectorpaljr · Feb 2, 2009

When I first ventured into interchangeable lens SLR photography in the 1960's I was having difficulty in deciding which system to choose. I hadnt really got a clue but a pal of mine used Exacta bayonets and had a zoom lens (almost unheard of then) going spare. The system I set my heart on - Pentax M42 screw - was not compatable with this. So, I thought, could an adapter be possible? At the time Jessops used to advertise in a 2" square ad in the back of the AP. I wrote to them for such an adapter. I received a personal reply advising me on the best course of action as no such adapter existed. The letter was signed by no less than F E Jessop. Following the advice in the letter, I subsequently embarked on colour slide photography with a passion and an M42 system, and became a loyal Jessops customer after that. I've never forgotten that helpful personal letter but I guess the service level it demonstrates has never been learned by the current crop of sales 'assistants' (OED n,helper subordinate worker) who trade under that once respected name.

Ian Grant · Feb 2, 2009

Unfortunately the family wanted to float the company on the UK Stock Market & go Public. Earlier in the thread I mentioned the Chairman they appointed and under his guidance Jessops reached a previously unheard of level of customer service & support in the 90's.

After Tim Brookes left the company began a rapid slide, it lost it's ethos of Customer care & support, staff morale suffered, staff training seems to have disappeared, it became a box shifter selling electronic goods.

Ian

Martin Aislabie · Feb 2, 2009

I still don't get it

My local Colleague still teaches Film Photography before moving on to D......

Surely they must cater for those guys as well as me ?

Or perhaps not….

What ever the case, Jessops in Stratford is an almost exclusively Digital set-up

They still stock a few rolls of colour film - but that is about it

Curse them and their Film is for Old Farts attitude

Martin

perkeleellinen · Feb 3, 2009

Two recent Jessops experiences. I visited my local (Banbury) branch on a weekday to get some fixer. I was sure they wouldn't have any, but I was proved wrong. They also had some other bottles and papers. The guy who served me was quite friendly and said "thanks for keeping home developing alive", in a quite sincere way. Some months before at the Leamington Spa branch I was shocked to see a friend working there. I asked him how long he'd been interested in photography and he replied "I'm not, I don't know anything really, I just sell digitals to people like that (points at a couple looking in a display case)". Quite shocking really, but at least Nova Darkroom is close by...

Steve Roberts · Feb 3, 2009

Ian Grant said:
the company began a rapid slide

Very droll, whether intentional or not!

Steve

Martin Aislabie · Feb 3, 2009

It does seem to vary a lot shop to shop

I used to know the guy who was the Manager at the Banbury Jessops - he was a keen photographer himself- may be he is still there - hence the Film, Paper & Chemicals

I won't be darkening the doorstep of the Stratford branch again any time soon

Thank goodness for NOVA

Martin

Neil Souch · Feb 24, 2009

I don't know if this is relevant but Jessops share price is down to just a few pence :-( Oh how the mighty have fallen :-(

Neil.

Steve Smith · Feb 24, 2009

My previous reports on our local Jessops have always been quite good as they have always had the developers and fixer i needed. This week however, just one bottle of selenium toner on the shelf.

Steve.

Matt5791 · Feb 25, 2009

There is a bit of darkroom stuff in Jessops in Birmingham at present, including Xtol, various Ilford chamicals and paper and even a Beehive safelight (goodness knows how long that has been in stock!)

perkeleellinen · Feb 25, 2009

I remember the Birmingham branch when it was on New Street, the basement was where the pro stuff was and it was full of fridges, enlargers and MF gear. I used to visit that shop a lot.

What's the problem with Jessops

Privacy & Transparency

Privacy & Transparency