"The JJB Customer Experience !"

A review of JJB Sports PLC by Kenny Martin written on Wednesday 29th of December 2010

After having spent a lot of money in the run up to Xmas in JJB Sports, I attempted to exchange a sports top for a different size in the Kinsgate Retail Park, East Kilbride store on Boxing Day. JJB have a policy of "no returns" until 28th December. When I questioned this with the 1st assistant I spoke to she said she simply "didn't know" why this was the policy. When I pursued further (and assistant referred to a supervisor) it was explained that it was because "we are so busy on 26th and 27th December, we cannot accomodate returns on those dates". When I pointed out that the store was quite empty, and asked if they could accomodate a simple exchange, the supervisor refused. When I also pointed out that in the time it took me to complain, they could have exchanged the item, the answer was "if we do for 1 customer, we have to do for all". No flexibility, no empathy, just poor service. My statutory rights as a consumer? Forget that, this store picks and chooses when you can legitimately return / exchange an item! Well, eventually did get item exchanged on 28th - but I won't be back. .

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