FUJIFILM UK 

Rarely have I experienced such amazing service. You can talk to a qualified person easily, the pickup, payment and delivery was incredibly fast and I was kept informed of progress, including the actual fix. Delivery back to me included Saturday with premium service. When you get this kind of support it makes you want to buy a Fuji camera again.

Fantastic customer service again from Fujifilm. I rang them yesterday enquiring if they sold spare parts. I described the item and they said they'd send it out free of charge. It arrived today!! Next day.

I am writing to express my profound disappointment and frustration with the pre-order process for the Fujifilm X100VI camera at your Covent Garden store. My experience has been marred by what I can only describe as a disorganized and unfair handling of pre-orders, which has left me feeling disregarded as a customer.

On March 16, 2024, at 14:59 UK time, I placed an order for the Fujifilm X100VI camera and paid 10% of the price upfront. At the time of purchase, I was informed by your staff that the wait time would be approximately 1-2 months, with the possibility of it extending further depending on stock availability. I accepted these terms, understanding that patience would be required.

However, my patience was tested when I discovered that your store had closed for refurbishment from around March 17, 2024, until April 4, 2024. During this period, I naturally assumed that no orders could be processed. To my surprise, towards the end of April, I began hearing from friends and through social media that customers who had placed orders after mine were already being contacted to collect their cameras.

Concerned that there may have been an oversight, I attempted to contact your store on two occasions via phone. Unfortunately, my attempts were met with frustration. The first call was abruptly disconnected after a few seconds without any response, and the second call resulted in being told to simply wait without any further information.

As May progressed, my dismay grew as I observed customers who had placed orders after mine, including those in late April, receiving their cameras promptly. To add insult to injury, some of these customers were even offered limited edition versions of the camera. Meanwhile, I had not received any communication regarding the status of my order.

On May 11, 2024, I visited the Covent Garden store with my boyfriend to seek clarification on the delay. Despite meeting with an individual who identified themselves as the store manager, the encounter only served to deepen my frustration. The manager's dismissive response and lack of accountability were deeply disappointing. He insisted that all pre-orders are processed in order strictly and I am not contacted by their system yet as stock is not ready. However, there are 2 main suspicious points here from the discussion in store and my investigation online. 1. my pre-order document is put under other pre-order documents which is much later than mine. They are placed from mid Apr to May. 2. my friends and so many other people in different social media shows that they have received their order with same model and same colour from Covent garden store. I have checked with at least 10+ of them to confirm this. There are plenty of them placed the pre-order before and after me.

This discrepancy raises serious concerns about the integrity of your pre-order system and adherence to a "first come, first served" policy.

What exacerbates my frustration is the lack of transparency and accountability demonstrated by your staff. Instead of providing clear explanations or solutions, I was met with vague assurances and dismissive attitudes. As a customer who has invested both time and money into your company, I expected better treatment and service.

Despite my frustration, I have refrained from seeking a refund due to the significant investment I have already made in accessories for the camera, totaling over £1000. However, I urge you to address these concerns promptly and provide a satisfactory resolution. Your company's reputation and credibility are at stake, and I implore you to take immediate action to rectify these issues.

I look forward to your prompt response and a resolution to this matter.

Excellent customer service! The clip broke on my instax, a quick email to customer service and a couple of days later they had sent me a brand new clip at no cost. Thank you.

I needed a brochure printed and I couldn't find it anywhere in stores, so I reached out to Fuji and Albert kindly printed it and posted free of charge. Thank you!

Brilliant Service, SECOND TO NONE!
Albert was back to me by phone to sort the problem I was having, and he made sure I was satisfied and understood the solution before he let me go. Fantastic, thank you Albert!

I recently sent in my camera to have the grips replaced and the service team at Fujifilm UK were fantastic. Organised the shipping for the camera, were great at keeping me up to date and did a great job on the camera too. Looks like new! Thanks again!

Ordered photos 8 days ago haven't been shipped. Completely different time frame to what it states on website, no warning to let you know there's a delay either.

I recently went to the Fujiloan service and borrowed two Fuji cameras and a lens. Fuji’s service was absolutely fantastic. The equipment arrived on time in hard cases and everything was picked up and returned to Fuji on time. Just brilliant.

Love the Fuji system and the amazing customer service. One of my batteries was bulging a bit from an older x-t3 kit. Not a problem, sent it in and was replaced straight away. What more can you ask. Thanks Albert!

Terrible customer service

Called up the shop asking if they had a camera case in stock, was told they did and immediately requested if they could put one aside for me.
They took my name and asked when I would be in to collect, said in about 40 minutes.
Showed up, nothing was kept for me and they didn't have it in stock. Also, they then tried to tell me this was my confusion that I misunderstood the call- that I said I will pop in anyway, even if the product is not in stock.
I heard clearly what I have been told over the phone, including asking for my name to place the product on hold.
This is also not the first time I have terrible customer service from this shop- previously the staff couldn't tell me info on video specs for one of the cameras...
Beyond useless!

I cannot rate Fujifilm Service highly enough. I've sent photographic equipment in for service a number of times, and they've always been quick and reliable. But last week they went above and beyond, helping me with the raw converter software, which they probably didn't have to do, but they did. It probably only seems like a small thing to most people, but their help and what they did means more to me than they know. Thank you so much again. It was hugely appreciated.

Fujifilm service in Luton are amazing I’ve only used their services twice, once back in 2013 when my X100 developed a problem and I was amazed at their turnaround time, I had the camera back within a few days, I contacted them this week as I’ve lost the front ring off my X100F, I spoke to Albert, amazing guy who found one and shipped it out FOC. Fujifilm service department is second to none, other manufacturers should take note!

I contacted Fujifilm Service centre to replace camera specific protective covers that were lost. Albert located some and sent them on next day. Excellent customer service.

Worst company ever.
So bought one of their instax camera, then you buy the instax film sitting next to it. Then you get home and the film don’t fit the camera. Zero explanation on camera and film as to what fits what. I mean why stack the film next to the camera if they don’t fit each other.
Easier to stick to my phone, 3 days wasted messing with this rubbish when I can spend 10 seconds with my phone.

Had a small issue with my XT3 locking up. After a frustrating couple of hours I contacted Fuji who sent me a return email with the correct solution. Problem solved! Very impressed with the service.

I have been trying now for 2 months to receive a cash back from Fujifilm for what is a qualifying purchase
(X-s10) and the hassle i have had is unbelievable.
I have successfully loaded all the information correctly 3 times now to the promotional website, and 3 times i have had to chase up to ask what's happening. Twice they said i had not sent the right proof of purchase (Which i had) and now after 3 weeks im still waiting now for an update.
Im sorry Fujifilm, but this does not bode well for prospective customers looking to buy a Fujifilm camera. The equipment might be good, but having a cash back that brings a camera into a competitive price band, is ok if it works. It clearly doesn't.
My advice is to buy an alternative brand.
PS
I have even emailed a complaint to Fujifilm and not received anything back. Shame on you....

Edit - 12/02/2024
Fujifilm you ask me to contact you but have not left any contact details. I cant share personal info on here !!
Edit - 20/02/2024
Now had a response from H.O. and its finally sorted it out. Still waiting for the cash back to arrive, but shouldnt take a review on here to sort it. !!

I needed a plug adaptor for my X-T2 charger and I couldn't find anywhere that sold them separately that fitted the charger, so I emailed the Fujifilm support team asking where I could get one and very kindly they found one, checked it fitted an identical charger and put it in the post to me that day, free of charge.

Wonderful service from Fujifilm customer support - had a problem with a part for one of my lenses and Fujifilm sent me out a replacement free of charge the same day! Reading some of the less than positive reviews on this site, I'm a little non-plussed - at least with regards my own issue - the company has been exemplary!

Amazing service from the UK Fujifilm support/repair team, perfect from start to finish, very happy!