Jarrolds Reviews 174

ETA Thanks for the kind response but there is clear an issue with, amongst other things, OOS item remaining available for purchase online ie Items I ordered on Dec 10th (which, ultimately, Jarrolds did not have) are still appearing as available on the site one week - Dec 17th.

Placed an online order and chose an expedited shipping option.

After several days of no news, I chased the order and was advised the "slight delay" was due to one item being OOS. That same item is still available for purchase on the website.

I experienced the following additional issues with the fulfilled order:

One item had been substituted without any prior notice
One packet of food items was partially smashed
One item was rather short dated

None of this is acceptable. The box and contents all looked quite shabby - discount service at premier pricing.

I reached out to Jarrolds with an image of the substitute as I'd like to return that at a minimum. The response? "Please send us an image of the incorrect item..." An altogether clunky ordering and returns process.

Customer service staff are very polite but without improved systems in place, it is all a bit "damage limitation".

Always used this department store but not now as they no longer except cash so now go elsewhere.

Ordered a Christmas gift Lego set from Jarrolds as it was at a decent price & as a rule I like to support our last remaining department stores. However, 3+ working days after ordering they have cancelled due to a 'stock error'. Now, with pre Christmas rush, it is also out of stock at most other retailers. I have to pay £30 more for one of the last few available, at inflated prices. If Jarrolds had let me know within 24hrs, I would have ordered from Smyths slightly cheaper than them!
We wonder why UK department stores are closing down? Because they're not being run properly.

Fantastic service.
Ordered some French crisps that are stocked rarely in the UK; cheaper by 30% than local suppliers and delivery charges were ridiculously reasonable. Goods arrived within 3 days, fabulously packed to protect the crisps!
Will be a regular customer, couldn’t fault them

We recently attended Jarrold members evening to specifically purchase a Cole & mason spice carousel. There was only one of the larger carousels remaining which was on display. A sales assistant kindly said they would check for further stock however they dropped the display item and when they informed us it was the last one, upon checking one of the spice containers was noticeably dented. We pointed this out and they said that as it was already reduced they could only offer us a further £5 off the marked price. Not wanting an inferior product we asked if the paprika damaged container could be swapped for one from the smaller carousel set to which they had numerous stock, thus they could have sold the more expensive item - they refused, this request even though they were interchangeable. To our amazement, we then watched them put the damaged item back on the shelf, with no mark down for the damaged contents, & they left it in the box whereas before it was displayed. Clearly a ploy to sell damaged goods to an unsuspecting customer. Really angry & disappointed that a store we once held with high esteem would use these tactics. We recommend should you buy from this store you inspect your goods prior to purchasing. We are put off from using this store in future.

Fantastic lingerie department.
Knowledgeable helpful staff
Thank you for your help after a very stressful experience in another lingerie store

Ordered some Tom ford parfum , they sent me eau de parfum instead , when I enquired about returning it for the correct bottle they had sold out the day before , wether they never had it in the first place I will never know , the customer service reps were great and responded straight away , they issued me with a 15% refund which saved me sending it back for a full refund , I would use the company again , but had to knock a couple of stars off for the inconvenience but they did handle it well 👍

Happy as always to stop by and visit Jarrolds during our usual visits. The store has an excellent array of interesting floors and love the wine bar and food hall, always something to tempt us. We never leave the store empty handed! We usually visit the furniture department and have purchased many items in the past with the help from Glenda. She has always made us feel welcomed every time, like an old friend and gave us excelelnt guidance. Sadly we see she has left. Our visit today was not the same, something is definitely lacking.
We look forward to returning at Christmas for more shopping, Jarrold you do make our trips to Norwich extra special. Thank you, kudos to the wine bar staff for recommendations.

I ordered 12 Denby plates from Jarrolds of Norwich online, as the order was over £50; I had free delivery, 3 to 5 days; the order arrived within three days, the packaging was first class, the goods were first class and the service was first class, this is my first purchase from Jarrolds, and it won't be the last.
Thank you for the service you provided, and I'm a long way from you in Cheltenham.

I ordered a coffee machine online on 29th Aug. It was never delivered and DPD admitted on 5th Sept they had no record of its whereabouts. Jarrods have accepted it's lost but have refused a refund of £399 until DPD send it back. In my view this is totally unacceptable! Shame on you Jarrolds.

My friend and l visited Bennies for coffee and a scone on Monday at 1150 Waited to be seated we said we would like those 2 items the waitress said yes that would be ok We were seated up the few steps Waited for about 20 mins When we were eventually seen to and was told sorry no scones after 12 By then l’m afraid we up and left Very poor service !!

Sorry to hear other people have had some bad experiences with this store but I have to say that my experience has been completely the opposite. I ordered a number of items and found the whole process faultless. A great worded email saying that the stock would be checked and then the order sent out which shows me that they care. Honestly I would have no problem using this store again. Thank you

Order (880323)

Bought trainers online. Got an email from paypal saying the payment was authorised. After a week the trainers had not arrived. Looked at Paypal again - payment was cancelled. Trainers no longer available on website, assume they must have run out and cancelled my order without bothering to let me know (did check spam emails as well). At least I'm not out of pocket I guess.

Terrible experience with a sofa purchase and can honestly say, be aware that you will be paying a highly inflated price for a poor service and sub standard product. Ordered a sofa, cuddle chair and footstool in Feb 2022 and waited 6 months for delivery in Sept and from that point was one disaster after another. Upholstery was different on sofa and chair, the footstool was a different colour altogether, the cushions in the chair were crushed in because they were the wrong size, several plucks to the fabric and one of the scatter cushions looked like it had been in a muddy puddle. So much wrong that it was agreed the whole lot be replaced. So 3 months awaiting a replacement which arrived Dec 2022. OMG they had to send a technician out to push plucks in, redo poor saggy upholstery and try to level out crushed padding in the footstool with a steamer which failed. So they said they could order new inner cushion and a technician would come an try to re upholster. 3 months later I have a footstool which looks like an uneven puckered mess and so another full replacement is agreed. OMG ANOTHER 3 months and June 2023 the replacement arrives with a damaged foot and poor upholstery. At this point I have had it with Jarrolds and settle for the 2 being combined to make 1 that’s not perfect but the best I’ve had so far. Every time I have asked to speak to the store manager I have been deterred and refused contact information. (It would have been nice to have a sincere apology for all the failings and stress I’ve had to endure).The whole experience came with poor communication, failed call backs and Emails and minimal compensation (Which was never offered I had to fight for that).I will never purchase from Jarrolds again and it seems that I am not the only one.

My son was buying his first home on the outskirts of London and after looking around many places for furniture, on the recommendation from my daughter, he bought a Sofa and Chair from Jarrold, and purchased this whilst home for the Easter weekend. The lead time was 10 weeks so he bought a Futon to use until the furniture arrived. After 10 weeks, which was up last week, he received a call to say that the furniture was ready. My son was working away when they wanted to deliver so my husband and I travelled from Norwich to his home to enable this to happen. The delivery charge included unpacking and positioning of the furniture. The delivery men unpacked the sofa first only to find this was so badly damaged. It was full of holes and marks and if that wasn’t bad enough, upon unpacking the chair they discovered a large split on the side. I have never seen new furniture delivered in such poor condition.

The delivery men took photographs of the damage and suggested we do the same. They left the furniture saying that it would be replaced. After they left I called the store and was asked to send in the photographs. Which we did straightaway. Expecting to hear back the next day, we waited for a call, but never heard anything that day or the morning after, so we decided to visit the store. The person we spoke to didn’t know anything about it, because the person who had requested the photographs only worked part time and hadn’t been in work since the day we called. However, the young lady who had originally served us came to speak to us and was very apologetic, she told us that she had seen the photographs and couldn’t apologise enough. My son was still working away at this point, but told us he did not want a replacement of the same furniture because we felt it was poor quality. Therefore, the order was cancelled. My daughter contacted my son on FaceTime whilst we were still in the store, and he chose a different sofa which we ordered and paid for in full on a separate order. We were told an email would be sent to our son with a number to call for his refund for the cancelled order. We were also told that he could keep the damaged furniture to use until his new furniture arrived, as it was going to take a further 10 weeks for this to arrive. The young lady had checked this with a colleague before telling us he could do this. My son was pleased because the Futon is not really comfortable to sit on. This all seemed fine and my son received the follow up email. However, when my son called the number this week to arrange his refund he was told that he couldn’t have it until the furniture was returned, and it had to be returned immediately. He explained that in the email he received it said that he could use the sofa until the new one arrived, he was told that the information contained in the email was incorrect and he wasn’t able to do this. So, all in all, buying furniture from Jarrold has been a very poor experience indeed and we are looking into cancelling the order we do have, because I was told this morning that as the new sofa is with a concession within Jarrold it is nothing to do with them. Also, I was told by Glenda that the reason my son could not use the damaged sofa is because he may not give the sofa back. I told her that he had ordered another sofa so why would he do that? Therefore, we have to trust them with our money for 10 weeks, but they are full of distrust for us. Certainly makes you feel good!!! We will not be recommending Jarrold either because any trust we had in them is gone. Extremely bazaar set up and for all the aesthetics of the store it is just merely,
“Window dressing”.

I had trouble with my skin and it was difficult to support with make up. I went to MAC and I saw they were fully booked , but a make up artist at the counter took some time for. Her name was Courteney and she was amazing. She help me understand what I needed and gave me some suggestions for my skin problems. She is very talented and very kind. At one point, I forgot something when I left and she kept an eye out for me in Norwich, to make sure I got my item back. Luckily I walked past MAC and she saw me, and gave me back my item. Jarrold and MAC have a wonderful staff member, make sure she is rewarded for her kindness please.

Do not buy watermans pens from these!
I spent £70 on a Waterman Hemisphere Vermillion pen for a gift and it was delivered in a paper slide box, this type of box is used the the cheaper waterman pens, You should get a hard blue hinge box for the more pricey pens.
Jarrolds do not offer any help at all.

Dad and I Visited the Norwich store today and wanted to share our experience.
Tim from the men’s department helped my dad choose an outfit for a wedding reception. Dad hates shopping so his professionalism in what sizes he would need and his great knowledge of fashion really helped . When I mentioned I wanted some new foundation he went and got Paris who came promptly and did my make up to a high standard and colour matched my skin and I also brought a moisturiser with my foundation both fantastic products.

They both delivered first class customer service to us both . Something that’s sadly hard to find nowadays. We didn’t feel rushed, they gave us all their time and totally made our shopping experience something to remember. We were given great advice from both departments and laughed a lot too.

We signed up for a points card and received 10% of our bill.

We will definitely will be returning .

Well done Jarrolds

I have bought a tom ford grey vetiver fragrance its been 2days i didnt get any confirmation email ,no receipt ,no order update nothing. I checked my oders on their web it just says order number nothing else . My order #864369