Jarrolds Avis 

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 !!

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

I ordered a longchamps bag from Jarrold and it wasn't clear that this was a small bag. I revisited the website after receipt of the bag and saw there is an "S" in the title but nowhere in the description does it clarify that this is a "small" bag. Everyone knows what the classic longchamps bag looks like and that was what I expected so when I opened the box I was appalled that they hadn't made it clear this is small. Putting dimensions is not enough, it needs to be described. Ideally with "small" spelt out in the title.

That all said, I have uprated my score from 3 to 4 as Jarrold's sent me a royal mail sticker for return postage and I think that's good customer service.

I always shop in Jarrolds and they’ve given me top quality service for over 20 years. Felt they deserved a good review. Staff are super friendly and informative, product range is fantastic and it’s a real asset to have such a strong independent like this in my home city of Norwich! May the years of success continue!

I bought a pair of Mint Velvet trainers couple of days ago, and surprisingly received a wrong brand, the brand that Jarrold does not even sell! Contacted the customers service telling that the shoes were sent back, however they said that i have to return the actual mint velvet which unfortunately did not even receive them! The lady on the phone was very rude to me, she did not even listen what i was telling her (trying to explain the situation).Very upsetting and humilitative situation i have to go through even thought i paid a correct amount for item! I will never buy again from Jarrold, and just want to make aware other customers about my experience!

Had a Tetrad sofa (£2000) delivered in early January to match another Jarrolds sofa we had bought earlier ( about £2800 ) ordered with Bill in Carpets with one wrong cushion ( £75 ) we wanted the sofa and cushions identical to the display item seen in-store. Seemed quite a problem to resolve with Tetrad ( from Jarrolds point of view ) so offered to buy 2 further cushions if a good price could be offered - but Bill seemed reluctant to discount further than £59 each ( the sale price now being offered in-store ). On 24/2/2023 Bill from Carpets offered to deliver by hand the correct cushion which I accepted but seemed a little strange as I’m in Stratton Strawless ( NR10 ) and they have full time delivery staff.
Now it is 16th March and there is no sign of the correct cushion or Bill ?

Miss leading and not very helpful customer service.
The item i am looking for was clearly displayed on the website and showing stock, i ordered the items but i then re checked the order email and it confirmed what i was buying is what i was getting. Clicked on the product and the description and item had changed to assorted. This is not what i added to my basket or bought. You only see what you are actually getting until you click further on the item. I am glad i done this or i would have had disappointed children. Customer service through live chat was just to email them with the ones i want - no mention of this in the product description. After speaking to web team I decided to cancel my order as the item was misleading.

Hi I Bought Some Denby Halo items Very nice and high-quality products 30% discount In The Sale Jarrolds to say A massive thank you for your personalise service which you give to your customers

Visited Jarrolds this morning. Popped in the restaurant on ground floor, waited 15 mins for service. Even though staff were stood around and only 4 customers, got up and left. Went to the Pantry - only to be very disappointed. Ordered a 7 item breakfast. Half a large mushroom counted as 1 item!! The whole breakfast was cold. Service was awful. If food was probed you would not serve it!! . This place used to be full it no longer is. I would say avoid if you can!! I certainly will not visit again

One item from a Jarrold order was cancelled but did not receive a refund. Emailed and contacted via FB but received no reply.