Jessops: most-reported complaints
Automated analysis of 196 public Trustpilot reviews published 2025-04-17 to 2026-09-18. TrustScore 4.5 from 14,659 total reviews — see the Trustpilot page. Quick answer: is Jessops legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report delivery delays, which accounted for 41% of the 105 complaints identified in the 196 reviews analyzed. Support issues were also frequent, with customers citing unhelpful assistance in 31% of complaints and unreachable support in 15% of cases. Additionally, 26% of complaints involved failed deliveries, such as receiving empty packages. The trend for delivery and support complaints remained flat, while reports of unreachable support showed a rising trend.
How to reach Jessops
These are the contact details Jessops publishes on its Trustpilot profile, as of our last check on 2026-09-26 — it publishes no phone number there, email [email protected], address Head Office, Network House, Globe Park, Marlow, SL7 1EY, GB.
The company claimed its Trustpilot profile on 2015-06-18, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-09-23. Trustpilot ranks it 33 of 41 in Photo Shop. We last checked this profile on 2026-09-26 and found 0 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Companies House: JESSOPS (GROUP) LIMITED (no. 08384799), active, incorporated 2013 (13.6 years); next accounts due 2027-07-02, last accounts filed 2026-07-02, 1 registered charge. 1 current officer (4 on record historically), 1 resignation in the last 24 months; 4 filings in the last 12 months (46 filings on record). official record — public register facts, not an indicator of wrongdoing; officer changes are routine in many company structures. Live Companies House status as of 2026-09-23.
In the accounts to 2025-09-28, audited by MGI Midgley Snelling LLP, the auditor reported a material uncertainty about the company’s ability to continue as a going concern: “This indicates the existence of a material uncertainty that may cast doubt on the Group's ability to continue as a going concern.”. This is a disclosure auditing standards require when such an uncertainty exists. It is a statement about the accounts, not a prediction that the company will fail, and many companies trade on normally after one. Filed at Companies House; reproduced as filed.
Forum footprint: 819 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count. Recent thread titles: “Jessops.com false advertising Google adwords”, “E:15/02 Win A Jessops Photo Book and canvas print, worth £100”, “E: 31/08 Win a Sony memory stick camcorder”.
Elsewhere: 4★ on Google (1,076 reviews)
TrustScore over time
4.5 → 4.5 across 7 census measurements since 2026-09-07. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-09-07 (96%, 3.8d) · 2026-09-10 (94%, 3.8d) · 2026-09-13 (94%, 3.6d) · 2026-09-16 (93%, 3.5d) · 2026-09-20 (91%, 3.5d) · 2026-09-23 (91%, 3.5d) · 2026-09-26 (93%, 3.5d).
Severity: 18% of this company’s 105 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
1★ share of negative reviews over time
Share of 1–3★ Trustpilot reviews that were 1★
In May 2023, 77% of 13 one-to-three-star reviews were 1★; in June 2026, 82% of 11.
Counted from May 2023 onward — the period for which our capture of 1★, 2★ and 3★ reviews is complete for all three. Months with fewer than 10 such reviews are omitted.
Reviewers here waited a median of 2.3 days between the experience and publishing their negative review (367 reviews record both dates).
Measured reply time: across 293 negative reviews that received a public reply, the median wait was 4 days — the company profile reports an average of 4 days.
Reply quality: of 293 company replies to negative reviews analysed, 44% engaged with the specific problem and 42% were generic templates.
Review provenance: 88 company-invited reviews in the recent window average 4.78★, while 24 organic (uninvited) reviews average 2.42★.
9% of its 85 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: delivery late makes up 41% of this company’s complaints vs a 20% median across 158 ranked companies in its sector.
Review velocity: 531 of this company’s 14,659 Trustpilot reviews (4%) were written in the last 12 months.
What are the most common complaints about Jessops?
Delivery late
43 reports · 41% of complaintssteady“THEY HAVEN'T REACHED OUT AND CONTACTED ME EVEN ONCE AND HAVE CONSTANTLY BROKEN THE PROMISES OF “IT’S DEFINITELY GETTING SHIPPED TODAY””
The company replied on 2025-09-04: “Dear Mark, Thank you for taking the time to share your detailed feedback. I want to sincerely apologise for the experience you have had with us – we completely understand the frustration and…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
5 readers marked this review helpful on Trustpilot.
“I paid for Saturday delivery £8.99 at 12:09 and my order never got sent out and it’s still processing up until now.”
The company replied on 2025-09-04: “Dear Fahim, Thank you for your feedback. We can see that you selected and paid for Saturday delivery and it is very disappointing that your order was not dispatched as expected. This is not the…”
Our classifier read this reply as a substantive response.
It promised: refund.
3 readers marked this review helpful on Trustpilot.
“There was no initial info about lead times until the first package was dispatched”
2 readers marked this review helpful on Trustpilot.
Support unhelpful
33 reports · 31% of complaintssteady“THEY HAVEN'T REACHED OUT AND CONTACTED ME EVEN ONCE AND HAVE CONSTANTLY BROKEN THE PROMISES OF “IT’S DEFINITELY GETTING SHIPPED TODAY””
The company replied on 2025-09-04: “Dear Mark, Thank you for taking the time to share your detailed feedback. I want to sincerely apologise for the experience you have had with us – we completely understand the frustration and…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
5 readers marked this review helpful on Trustpilot.
“What I received instead was an empty camera box, containing no cables, no batteries, no instruction manual... and, crucially, no camera.”
2 readers marked this review helpful on Trustpilot.
“the order or should i say box arrived but no camera.”
2 readers marked this review helpful on Trustpilot.
Delivery failed
27 reports · 26% of complaintssteady“What I received instead was an empty camera box, containing no cables, no batteries, no instruction manual... and, crucially, no camera.”
2 readers marked this review helpful on Trustpilot.
“the order or should i say box arrived but no camera.”
2 readers marked this review helpful on Trustpilot.
“unable to honour your order”
The company replied on 2026-05-14: “Hello, Thank you for your feedback. This is the 2nd review in 2 days which looks to be about the same issue. We are keen to get back to you however you have not responded to our team's request on…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Support unreachable
16 reports · 15% of complaintsrising since 2026-04“emails went ignored and then got an email back saying they are declining the trade in”
2 readers marked this review helpful on Trustpilot.
“nothing from them, not even the promised acknowledgement email regarding my order”
1 reader marked this review helpful on Trustpilot.
“Left 3 separate voicemails with no response.”
The company replied on 2026-04-08: “Dear Ash, Thank you for your feedback, we really value you sharing your experience and we sincerely apologise for issue. There was a mix up between our CS team and our Leeds store team as they were…”
Our classifier read this reply as a substantive response.
It promised: refund.
1 reader marked this review helpful on Trustpilot.
Refunds delayed
9 reports · 9% of complaintsrising since 2026-04“it could take up to a week for my money to be returned”
The company replied on 2026-06-25: “Dear Nicholas, Thank you for your feedback. We appreciate you reporting the other company that is misrepresenting Jessops and has misleading advertising on Google. We are working with the relevant…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“Contacted customer service to be told that that don’t know when they can issue a refund.”
The company replied on 2026-05-01: “Hello, Thank you for your feedback and providing your order details. We aim for click and collect orders to be available within 30 minutes however we are clear in our email confirmation that we will…”
Our classifier read this reply as a substantive response.
It promised: refund.
1 reader marked this review helpful on Trustpilot.
“it’s now been 3 weeks and still haven’t received a refund”
The company replied on 2026-04-24: “***updated reply as we have now located your order*** Dear Ellie, Thank you for your feedback. When you placed your order, the status on our website showed the product as 'available to order,…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
Misleading pricing
8 reports · 8% of complaintsrising since 2026-04“the order or should i say box arrived but no camera.”
2 readers marked this review helpful on Trustpilot.
“unable to honour your order”
The company replied on 2026-05-14: “Hello, Thank you for your feedback. This is the 2nd review in 2 days which looks to be about the same issue. We are keen to get back to you however you have not responded to our team's request on…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“it could take up to a week for my money to be returned”
The company replied on 2026-06-25: “Dear Nicholas, Thank you for your feedback. We appreciate you reporting the other company that is misrepresenting Jessops and has misleading advertising on Google. We are working with the relevant…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-20.