Jarrolds Avis 

I had £223.20 taken from my account by @jarroldnorwich independent department store and it was days before getting it back. I did not make a purchase for this amount ever!

I bought something for £145.80 but they charged me £223.20 & even though it shouldn't have been processed as a refund (because I hadn't bought anything, they'd just taken it), they began a refund process which meant I was 48 hours being down in my bank account £77.20. I had emails ignored, and was left wondering for a lot of this time but they did send me a gift of shortbread and two of the items they were giving away free with the purchase I made anyway, alongside a body cream and some perfume samples - I needed money for food and my MOT, I did explain that while the gift was nice, my money was what I needed. The manager dealing with that never replied and was too busy to talk to me when I called on 3 different occasions.

When the money eventually came back to me, they also managed to process another £223.20, taking that amount from my account for a second time. The money went to pending, which meant the funds were been taken from my available balance to sit within their banking platform. I did't have any access to it. My bank advised me Jarrolds did but they said they didn't. The bank said they would have been able to either cancel it then the money would be reversed to me, claim it (in which case they would commit fraud), or sit on it until eventually it dropped off the system & at that point be returned to me days later.

Jarrolds chose the latter option. Their MD John Adams corresponded with me to tell me I had to wait. There was no urgency from them, to be honest, I don't think they fully understood what had happened, and they definitely seemed like they didn't want to have and didn't want to take ownership of it, despite the bank assuring me it was all their end.

I explained it is the end of the month. I don't have any money left because they've wiped my account. I've been hung up on and told they will only speak to me on email because they didn't want their calls recorded (I'd told them I needed to record because they kept saying this problem was nothing to do with them and I needed record of that because I knew that wasn't true and they refused to look into it properly enough to also know it). So they won't talk on the phone, the majority of my emails go unresponded to and MD John Adams, when he did reply, didn't even remark upon the points I made about being left short through no fault of my own and yet it penalised me at their hands and how could they do this to families?

I repeatedly explained that £223.20 is a lot for any family to not have when it belongs to them, that I didn't have any other money at this point in the month & that the bank had told me it was ONLY them who could do anything.

Jarrolds seemed happy for me to have been 24 hours without my money & happy for me to potentially be another 2-5 working days without while it sats within their banking system (because of their, or their bank's error). Including the weekend this could have taken me to the following week.

Eventually, Thursday afternoon John Adams said he'd refund me the £145.80 (which makes no sense as sure I'd have that back but I'd still be down £223.20 meaning the £77.80 of my money would be back with them. I also pointed out a refund (another one - even though I'd not taken anything back) would take 2-5 working days and asked how this would help the situation. John did not reply to me. And I emailed him on the hour for the rest of the day.

So not accepting phone calls, not replying to emails and then they blocked me on social media when I started sharing this on my Instagram account (@rocknrollerbaby). It definitely felt like they were attempting to silence me while still saying they'd done nothing wrong (even after I sent them my bank statement to prove what they'd done)!

My aunt, a district judge advised me, Thursday evening, to tell them I would peacefully protest in Jarrolds store on Friday morning if it was not returned by then. I did this and though I received no reply, I did wake up Friday morning to my money being returned to me.

This was the very worst customer service I've ever experienced (and that's aaying somwthing because I've stayed at Premier Inn and been to Legoland - if you've been to either you'll know how low Jarrolds has gone - trying to find some humour). It's been worrying, upsetting and time consuming, all to fight for money which is mine and I never, ever spent with Jarrolds in Norwich.

Jarrolds have humiliated me by putting me in a position of needing to borrow in order to bridge their mistake. And they've done nothing to help. I would never shop with them again but if you do, don't use a debit card, don't do it on line and don't expect any kind of decent customer service if anything goes wrong.

We bought a stool online. The wrong model arrived from their supplier, Garden Trading, and was damaged in two places. After numerous calls and emails it was collected. Three weeks after the initial order the replacement arrived. It too was damaged. We couldn't face dealing with them further and so we have kept it. The customer service staff are very helpful but seemingly ineffective. Their supplier, Garden Trading, are useless. I would suggest to Jarrold's that they ditch GT and ensure that their staff can act to get an acceptable outcome. I won't buy from either company again.
Update: Jarrold's have now refunded about 30% of the cost of the stool and apologised for the poor service.

Paid £35 to have a gel manicure only for the gel to have chipped and then started to peel away less than 48 hours later. No good if you are getting nails done for an event. Sent an email with pictures and they have agreed to a refund

I came in for a red lipstick, and I went straight to the Dior counter, and the lady that was there was awfully busy bless her, so Shadi from the Clinque counter came to help us, and I'm such an indecisive human! But she was so thoughtful and helpful absolutely 5 stars! She helped me and my husband buy a lipstick for my mother it was just the right one 🙏🏻

Thank you Shadi ❤️

Just wanted to say a big thank you to Sarah in the furniture department. Really helpful and very easy to purchase and delivery was next day .
Really pleased with the chair and looking forward to many Autumn and winter nights sitting in it.
Thanks to all staff involved including the delivery guys .

Having trouble with lots of companies delivering a garden storage item .most.only leave at front door .
I asked customer services online could they oblige? and they went above and beyond help and curtesy.
Exceptional service and prices! and would highly recommend that if You have a,choice ! buy from Jarrolds first !!

Spec mention to Nic on customer services and Charlotte both stars! 10/10

I was searching around for a "difficult to track down" (in my area anyway) White Port.
Jarrolds had it in stock at a good price and with very reasonable shipping.
I ordered 2 bottles on Tuesday expecting them later in the week given the quoted 3 to 4 day shipping window and was delighted to receive them the very next day.
Everything was carefully packed and in good order.
Really pleased I bought from Jarrolds and would certainly do so again.

Jarrolds deli. Absolutely fabulous food but! Yes a but.
In my old fashioned way, if a shop is open until 5pm, you can shop till 5pm. However the deli shuts at 4.30 and the customer can see all the fresh food wrapped in cling film. Image immediately destroyed.
There is a notice that says they shut the deli at 4.30, which you see when you arrive. The reason? To enable staff to clear up.
I'm old enough to have worked in hospitality and we had to provide a full menu until we closed.

My partner bought a foundation in your store in Norwich. At the time the sales assistant told her she would be able to exchange it as long as it was sealed. Also at the time the reason she was buying it was because it had some money off. Today she tried to exchange the item which they agreed too, but said she would have to pay the new full price, even though she only wanted to exchange it. The whole reason she bought the item in the first place was because of the offer. Terrible way to treat customers. Had a response in 1 day stating the Beauty Manager will action this. Guess what no response. Just shows you how serious they take customer service. Poor way to deal with customers.

Was a tad bit reserved about ordering from Jarrolds after reading some of the reviews but I am so glad I went with my gut instinct and went for it! Managed to score an amazing deal on a Lego Duplo set as a Christmas present for my son. Can never start too early. Checkout was very straightforward and easy. Got free delivery and it took only 2 days for it to arrive. The set was safely packaged. Not a single mark on the box. Honestly so chuffed about it and will definitely order from Jarrolds again

We were delighted with the service given to us by Rhianna in the furniture department.

In addition to being very pleasant and professional, she is extremely knowledgeable and really knows her stuff.

Rhianna took the time to navigate us through a mind boggling array of options with ease and efficiency, and none of our questions seemed too small. All of this made the entire experience very enjoyable and we look forward to receiving our new furniture in a few weeks time.

Thank you Rhianna, and well done Jarrolds.

Thanks Jarrolds, bought a talking flop "bing character " arrived, packaging and box was intact, gave the box to my 2 and half year old girl who loves flop, he's her go to toy, this was a replacement for the 20 flops we've bought earlier, my little girl has down syndrome and she loves squeezing flop to hear him talk, so she pulled the box apart to get flop out, she started squeezing him but....... no sound no voice nothing, contacted Jarrods via email only to be told they can't send a replacement but we can have a refund if we send it back in its undamaged packaging, ask an excited little girl not to rip the box off her favourite toy is .....ah funny to say the least, luckily it was only £15 and fortunately, that won't break the bank, with that said how dreadful a service, no more shopping at Jarrods, little wonder wavy you have such a poor trust pilot rating.

People should consider alternative options of shopping.

Hopefully, management will take this kind criticism and use it for good by improving their service, although, very rarely they do.

Came in today at 16.50 and just wanted to leave a review to say what excellent customer service I received from the two assistants on the Clinique counter. Thank you.

Absolutely disgusting service from Jarrolds - DO NOT SHOP HERE. We bought an item of furniture online and the delivery men took the packaging with them without our consent. We tried to return the item within a week and a half of the purchase as we changed our minds - as is our right. Jarrolds is refusing to take the item back because we don't have the original packaging, which is NOT OUR FAULT. We have spend nearly £1000 on this item, but we are being told we must keep it because the packaging was taken???? Horrendous. Unhelpful staff, against consumer rights. People can't afford to just buy something for £1000 and not be able to return it. Ignoring my calls and emails.

Came into look at Sofas and your sales lady Sarah could not have been more friendly and helpful.
She is a total credit to your business and reason why independent businesses like Jarrold’s stand out from the crowd.
Jane & Rich

Excellent customer service. A smooth exchange. Very happy to have found Jarrolds !

Lunch at Exchange Restaurant. Staff as lovely as ever and impeccable service. But, £18.00 for a very average bowl of tagliatelle and 3 tasteless meatballs was not good value for money. Felt a bit cheated! Very nice pizza, however. Come on, Jarrolds, you can do better!!!

I visited the pantry on a Sunday for the roast, I just wanted to leave a review for a particular staff member called Alicia. We had quite a large party and I paid in full for 6 roast dinners to use a discount, the order became a little confusing but she handled what I’d imagined was a little tedious and somewhat stressful situation so well, helped us out quickly - great customer service for a rather uncoordinated group 😂

I love the products in Jarrolds, gorgeous quality it is always a treat to get a parcel, well packed and full of luxury little pleasures, specially if you can not drive to Norwich regularly - even though the shop is so well the drive with its restaurants.
I had a small issue of missing items in my last order, I emailed customer services - within a minute!! I got a call and a resolution, I can not praise them enough, apart from the products which are all amazing, the service you receive makes you want to go back there and nowhere else. Beautiful shop. Thank you!

We selected two large pictures from the Norwich store, and asked for them to be delivered.The delivery arranged by Jenny the warehouse manager , went without a hitch. We found her to be polite and helpful, as were her delivery guys.
Both they and Bill in furniture, have gone some way to restore our faith in Jarrolds.