Avoid Bristol Cameras
Avoid Bristol Cameras
Update 27/11/11
I note that the returns page has now removed the non-existent / functional email address I refer to below, so *something* has fed back and been achieved – not that anyone has been in touch to get any more detail, ask for a right of reply, or work out what they could have done to be better. I also note that googling for ‘Bristol Cameras’ brings this page in at number two, so hopefully at least I’m helping you guys make an informed purchasing decision
I have deliberately left this a month from complaining (ranting?) at Bristol Cameras to give them every opportunity to fix, resolve, and generally be better, but they haven’t. As of now if you’re thinking of buying a new digital camera or accessories online then Bristol Cameras may not be for you, avoid Bristol Cameras.
Background, I was in the market for a decent wrist strap and a spare battery for my Canon G12, not surprisingly I wanted the best deal, so a Googling I went. The end result was with me at Bristol Cameras website where they had listed (not specifically claiming in stock) what I wanted, adding in carriage was a fair price, and my background checks showed no horror stories (till now?) and they seemed legit. This was the 10th May 2011.
I received my order confirmation email from a ‘no-reply@’ address (not unusual) and got on with life.
On the 16th May I had heard and recieved nothing and wanted to query the ETA, spotting the email address I went hunting over at the Bristol Cameras website, nothing obvious, the contact us page was empty other than an 0844 number and snail mail, but thankfully the Bristol Cameras returns page (http://www.bristolcameras.co.uk/return.php) offered me [email protected] so an email was sent asking for an update. 
The next day I got an email back stating that the wrist strap was out of stock. Knowing that I would have to purchase elsewhere (and incur another shipping charge) I replied asking them to cancel the entire order as I didn’t want to split with another vendor and loose money.
They ignored this email, shipped the battery, and charged me for it anyway. Now, I have no idea if they have *ever* read or replied to any of my emails, certainly none ever bounced back, and seems a co-incidence that I got the out of stock email a day after I contacted them.
I didn’t complain, assumed they had mis-interpreted my email and just cancelled the out of stock element.
On the 21st June I got another email with an order up date, wrist strap still out of stock 
Annoyed, I pinged another email back to [email protected] making it quite clear I did not want the wrist strap and to cancel the remaining order.
All quiet until the 7th July, Good News! The wrist strap is in stock and will be shipped shortly, **not amused**. Especially as it’s gone 5pm when I read this and they could have shipped already, no choice but premium rate 0844 with an impressive ire on me.
Which gets worse, they don’t answer, well their phone system does, but a human doesn’t, so I’m on hold and paying for it. Looking at the Bristol Cameras contact page doesn’t help, ‘the shop’ is open till 5, ‘mail order’ till 5.30′ there’s only one mind, the 0844 one. At this point I’m still paying, so I google some more for alternative numbers and dial them all on my mobile (still on hold on land line), but at this point it’s gone 5.30 so assuming all gone home, not that their phone system seems to know, it’s still suggesting someone will answer, at 5ppm. I’m pretty sure the won’t, and after half and our hang up, spin off a vitriolic email, and wait till morning.
In fact I wait till late morning to give them a chance to respond, they don’t, so I call (at 5ppm again). To sum up, they don’t care, no apology, only a grumble that an email address is actually published on their own site, that apparently is a mistake! They are an E-commerce trader and actually admit to not wanting to communicate electronically? Daft thing is I’ve given them a month and it’s still there But then the key revenue stream for Bristol Cameras seems to be from 0844 call share, and you guessed it, no apology for a phone system that keeps you on hold even when there’s no one to pick up, probably disappointed that I didn’t hang on longer.
This isn’t the worst case of Customer Service ever, but it’s bad and it’s a sad fact that these days people only seem to learn the hard way once we the disgruntled consumer start shouting, hence am typing. Bristol Cameras clearly have no respect for their customers, 0844 only and no published (working) email address just doesn’t cut the mustard for an online trader, it’s against all best practice. So if you where thinking of placing an order with Bristol Cameras then don’t, in my opinion Avoid Bristol Cameras
Rant Over
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I went to Bristol Cameras today to purchase a Olumpus XZ-1. When i asked to check the price i was told a price higher than that advertised on thier website. When i queried this, the explanation was that with the webprice they expect that you will be paying the £10 postage. I was not offered the camera at the webprice, so left and will probably order elsewhere. Could it be that the 0844 number brings in so much revenue that they didn’t need my £300 purchase. They lost this sale and all future ones from me.
What annoys me most is that the shop address is advertised on thier website, but you can’t purchase thier goods at these prices. I agree avoid and go elsewhere.
At absolute best they are incredibly naive, and just don’t get ecommerce, but they’ve been round too long, so I assume they just don’t care :-/
I have had exactly the opposite experience with this company- had very helpful advice regarding an underwater camera system- not in stock as new model- was ordered- arrived with them- promptly notified – and delivered quickly- also some good after sales advice on accessories etc.
Good, and glad you took the time the post here to address the balance, I fully appreciate that good customer service is often rewarded with silence.
That said good service *should* be the norm, and the real measure of a company is how they deal with mistakes, not dealing with them just makes things worse.
AVOID LIKE THE PLAGUE! Order confirmation, then nothing for days, have to chase up by calling an 0844 number and NO email address anywhere on their site.
Then emailed to say the camera I ordered is out of stock (after previously telling me it was being “picked” from their warehouse.
Pursuaded by slick sales guy to change to different (more expensive camera) which he was “looking at”. Expected it to be shipped the same day, you guess: NOTHING.
Rang next day to be fed some nonsense about my order being in a queue (it was, by then, a week old) but that he would “expedite” it.
Then, a week later, my order declined because my card billing address did not match (have lived at the same address for 30 years!).
I’ve bought three cameras in past 2 years at BC including one in past month and have had no probs whatsoever. One was by ‘phone and two over net. Delivery very prompt and price as good as anywhere. I like their site which is informative and they answer questions promptly and correctly (one was a detailed one about a kit lens which required detailed knowledge). I guess that there will always be the occasional problem but BC is my first choice by a long way. Now I’m worried to see their site is down.
Happy that you’re happy, and glad you took the time to comment, but as I say the real measure is in how problems are dealt with, Bristol Cameras didn’t deal with this one well
Site looks up for me by the way
Not actually bought anything from them yet as the items I wanted were out of stock and was desperate to get them pre Christmas so tried elsewhere without luck. Decided to wait and order via the website but it has been down every time I’ve looked (inc Now). Prices seem very good for what I want so am going to try them, if the site comes back up and will report back
I know this is quite an old post, but the number you need is 0117 914 0089