BBB Accredited Business since

Adorama Camera

View Additional Phone Numbers 42 West 18th Street, New York, NY 10011 http://www.adorama.com


BBB Business Reviews may not be reproduced for sales or promotional purposes.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that Adorama Camera meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Adorama Camera include:

  • Length of time business has been operating
  • Response to 243 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

243 complaints closed with BBB in last 3 years | 83 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 67
Billing/Collection Issues 16
Delivery Issues 36
Guarantee/Warranty Issues 7
Problems with Product/Service 117
Total Closed Complaints 243

Customer Reviews Summary Read customer reviews

19 Customer Reviews on Adorama Camera
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 19
Total Customer Reviews 19

Additional Information

BBB file opened: November 10, 1992 Business started: 01/01/1974 in NY Business incorporated 01/01/1978 in NY
Type of Entity

Corporation

Business Management
Mr. Mendel Mendlowitz, President
Contact Information
Principal: Mr. Mendel Mendlowitz, President
Business Category

PHOTOGRAPHIC EQUIPMENT & SUPPLIES-RETAIL

Alternate Business Names
Adorama Camera, Inc.

Customer Review Rating plus BBB Rating Summary

Adorama Camera has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 42 West 18th Street

    New York, NY 10011

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

7/20/2016 Delivery Issues
7/14/2016 Problems with Product/Service
7/14/2016 Delivery Issues
7/11/2016 Problems with Product/Service
7/2/2016 Problems with Product/Service
6/30/2016 Delivery Issues
6/29/2016 Advertising/Sales Issues
6/10/2016 Problems with Product/Service
6/1/2016 Advertising/Sales Issues | Complaint Details Unavailable
5/23/2016 Advertising/Sales Issues
5/21/2016 Problems with Product/Service
5/14/2016 Problems with Product/Service
4/22/2016 Problems with Product/Service | Complaint Details Unavailable
4/19/2016 Problems with Product/Service | Complaint Details Unavailable
4/14/2016 Problems with Product/Service | Complaint Details Unavailable
4/8/2016 Problems with Product/Service | Complaint Details Unavailable
4/1/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On March *, 2016 I contacted Adorama to sell a Panasonic 25mm F/1.4camera lens. I spoke with a person named Avi H****. Avi told me that I would get $300 for my lens as long as there were no issues with the lens, such as mold. Avi sent me a ups label to ship the lens, and I shipped it to them. Next, I received an email from Stephanie M****** on March 3, 2016 saying that my lens had arrived and was being evaluated. There was no contact until March **, 2016 when I received another email from Stephanie M****** that my lens had been evaluvated, and to call Isaac M********. I called Isaac and he told me that he will only give me $250. He did not state there was any issues with the lens that would cause the value to drop. I explained to him that Avi H**** promised $300. Isaac said he can only give me $250. I felt cheated, but reluctantly, I agreed verbally to the $250. Isaac then sent me an email asking me to confirm $150. That's when I no longer wanted to deal with this company. It started with a promise of $300, then $250, then $150. I sent an email to all three people, Stephanie, Avi, and Isaac telling them I want my lens back. Avi responded by saying "done." I then received an email that Adorama is sending a check for $250. I sent another email to all three of them once again reconfirming that I don't want the money, I want my lens back. Isaac told me that the check will be cancelled and that my lens will be sent back in 48 hours. My lens has not been sent back as of March **, 2016 and I can't get a response from the people I spoke with. Adorama uses very dishonest and deceptive practices. I want my lens back, or the $300 dollars I was promised to begin with. Hopefully BBB can help. Thanks in advance.

Desired Settlement: I want my lens back, or the $300 dollars I was promised to begin with.

Consumer Response: My lens was sent back.

 

3/30/2016 Advertising/Sales Issues | Complaint Details Unavailable
3/30/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Mr Jack G*** stated he would ship my equipment I sent to him on Monday. He said he ship out on Tuesday. Contacted a week later to ship my equipment he said he call back. No call. He he had my equipment for 2 weeks going onto 3. If you Google his name you will see I'm not the first person he attempted to do this to.

Desired Settlement: To ship my equipment back to me and stop trying to swindle me.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.  Finally decided to ship my equipment back after 2 weeks of going back and forth.  God bless

Sincerely,

***** *********



 

3/22/2016 Billing/Collection Issues | Complaint Details Unavailable
3/19/2016 Problems with Product/Service | Complaint Details Unavailable
3/15/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I made a purchase in December and there was a trade-up of $200 with a working laptop. I sent in the trade up (Macbook) and received the confirmation email. Later on, the original order was cancelled. Instead of returning my device, Adorama didn't do anything until almost 3 months later and called me saying they cannot issue the check, and nor can they return my device. This doesn't make sense. They should proactively contact me or return my device. They shouldn't let customer take the cost due to their lack of coordination of business process.

Desired Settlement: They should return me the device. Or, they should acknowledge their committed refund of $200 or provide comparable level of compensation if they cannot trace back the device that was traded in.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

****** ****



 

3/15/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a Microsoft Surface Pro 4 during a "Trade Up With Adorama" promotion which as advertised on adorama.com. In this promotion, I can trade in a working laptop and get a $300 credit. I mailed in my laptop to trade in and rec'd a confirmation on Jan **: "Congratulations, your claim has been marked as validated and approved for payment within 28 days of receipt of this email. We will notify you once your payment has been processed." I have not received the $300 credit. I've contacted the support on Adorama.com and they say to contact ###-###-####, after doing so they tell me that I will receive the credit in the next cycle -- I have not. I contacted the ****************************** email address and they tell me the same thing, and still have not received my credit.

Desired Settlement: I would like the get the $300 from the promotion from trading in my laptop.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely, 

**** ************



 

3/8/2016 Delivery Issues | Complaint Details Unavailable
3/2/2016 Delivery Issues | Complaint Details Unavailable
2/29/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On February **, 2016 I placed an order for $104.19 US dollars, order number ********************. A hold was placed on my credit card for $145.49 Canadian dollars. After several days, the order status online showed as "Pending". On February ** I logged in again and I saw the order had been cancelled. No reason or warning was provided. A chat session and a phone conversatio with customer service led nowhere. My credit card still shows the above mentioned above as an "Authorized Transaction". I would like that transaction to disappear from my credit card (whether that is a credit or a cancellation of the charge itself). And I won't waste my time here describing the awful customer service I was provided.

Desired Settlement: I would like my credit card to show no authorized transactions for Adorama any more. The order was cancelled by them, the transaction should not have made it to my credit card.

Consumer Response: Better Business Bureau:

This is in reference to complaint ID ********. I have reviewed my credit card activity and the Authorized Transaction entry from Adorama is not visible anymore. Even though the business has not responded in a timely manner, the transaction has been removed from my credit card activity. I consider this matter resolved. It is appalling, though, that a customer has to get the BBB involved for what should have been an easy transaction. Please make sure the business knows that.

Sincerely,

******* *********



 

2/25/2016 Delivery Issues | Complaint Details Unavailable
2/21/2016 Billing/Collection Issues | Complaint Details Unavailable
2/17/2016 Problems with Product/Service | Complaint Details Unavailable
2/4/2016 Advertising/Sales Issues | Complaint Details Unavailable
2/1/2016 Delivery Issues | Complaint Details Unavailable
2/1/2016 Delivery Issues | Complaint Details Unavailable
1/28/2016 Problems with Product/Service | Complaint Details Unavailable
1/23/2016 Delivery Issues | Complaint Details Unavailable
1/21/2016 Advertising/Sales Issues | Complaint Details Unavailable
1/18/2016 Advertising/Sales Issues | Complaint Details Unavailable
1/16/2016 Problems with Product/Service | Complaint Details Unavailable
1/15/2016 Problems with Product/Service | Complaint Details Unavailable
1/15/2016 Delivery Issues | Complaint Details Unavailable
1/14/2016 Guarantee/Warranty Issues | Complaint Details Unavailable
1/12/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have complained to them many many time about getting junk email. It never stops. When and if I order something I ALWAYS uncheck the box to receive promotions and ALWAYS check the box to receive ONLY email regarding my order. YET everytime I get more and more promotional and junk emails.

Desired Settlement: STOP sending me junk emails and send me ONLY email regarding and order or purchase

Business Response: Please see attached.

1/11/2016 Billing/Collection Issues | Complaint Details Unavailable
1/11/2016 Problems with Product/Service | Complaint Details Unavailable
1/11/2016 Problems with Product/Service | Complaint Details Unavailable
1/11/2016 Delivery Issues | Complaint Details Unavailable
1/9/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a product from Adorama on December ***, 2015. As per Adorama's shipping policy, the product should of shipped the same day, but did not. Because of this, the order was cancelled over the phone (with customer service). I was advised that the product did not ship out yet at the time [of the phone call] but was in the "loading dock" for shipment. I was told that although at this point the order could not be cancelled, it can be recalled (the product would never leave their shipping dock and be recalled). I was told I would receive a full refund (product price + shipping costs) within 8 business days. I stress that this was specifically asked and was assured. However, the product did ship out and was eventually delivered to my home (against my wishes, and also Adorama's promises). I did arrange to have the product returned, but alas, Adorama did NOT refund the initial shipping cost, just the price of the product (they told me I'd be refunded shipping costs as well - over the phone). To reiterate, they paid for the return shipping cost, but did not refund the initial shipping costs.

Desired Settlement: Refund of shipping charges.

Consumer Response:

Better Business Bureau:

 

 

The business has resolved my issue before the BBB has received a response from the Business.  I would appreciate it if my case was not disclosed publicly and closed as the business in concern has rectified the problem.

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

***** ******



 


1/6/2016 Delivery Issues | Complaint Details Unavailable
12/29/2015 Delivery Issues | Complaint Details Unavailable
12/22/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I submitted my order on 12/**/15 at 0636 hrs. Same morning at 0715 I received notice from my ****** account was charged confirming order was processed. This was an expedited delivery item and my expectation wa that the order would ship out and delivered in a timely manner. It was not. On ***** and *****, the automated 800 number would have me wait a very long time only for the system to hang up the line on me. On the ****, I decided to connect to their order line and I finally got a live person to talk to. He told me the item would ship out by end of day. I did receive and email from Adorama stating item was shipped only to find out on ***** that the printing label was only printed based on **** site. I again called the automated 800 line where I waited a long time again knowing the system will just eventually cut me off. I called back using the order line and of course I got a live person. The sales person connected me directly to customer service. The lady attempted to be nice and professional but I feel she had the burden of making excuses. I explained my worry that the item did not in fact get to **** because of their website but she said it did get to them. Then she explained that I would not get the item until Monday *****. I plead my disappointment and she said based in their contract, they do not deliver on weekends. She explained their challenges due to the holiday season but I told her that was not my concern. I told her that I gave them my money based on the price, availability and expedited shipping. She said she admitted to that the order processing was their fault. I told her that even though they dropped the ball they still sent out the package on their normal timeline with ****? She asked if I wanted to return the item, I replied that is not the solution. I stated your business is of your concern and not mine. If the company knew they dropped the ball, three should have sent it to me priority overnight to make up for their 3 day delay of shipping out. I feel I've beed had. I looked at the item they other day and found the item back ordered. I feel their automated system is a way for them to shrug off their concerned customers who have made payments already to them and did not want to deal with our concerns. I still do not know for a fact that the item has shipped out. I feel it is all a ploy to get as many ordered in for the holidays without delivering/processing orders in time. A refund is not the solution especially during the holiday season. They should not advertise expedited shipping making you think you would get your item in time for Christmas. It is a ploy to get your money now and deal with your problem later.

Desired Settlement: I want assurance that the item has in fact shipped out. My best resolution is not to ever give them anymore business. I don't expect a discount or any kind of credit. That only will ensure future problems for other folks. Accepting that it was their fault for untimely processing and shipping out is a galant effort for the customer service rep but honestly, hiring a person to take the scolding is not good business. They advertise great prices and delivery that they cannot provide. That is an injustice to the consumer. Once again, I only want my item I paid for shipped in a timely manner. I don't want anything else.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

 

i have received my package. I do not wish any further action. 

Sincerely,

****** ******



 


12/8/2015 Problems with Product/Service | Complaint Details Unavailable
12/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased TWO items in this order: a knife and a flashlight. When I opened the package there was only the flashlight. There was no knife there. This is really ridiculous and made my shopping experience at Adorama terrible. It is also a waste of time because now I don't know when I am going to get my item before I leave town for holidays.

Desired Settlement: Send the missing item to me via the fastest shipping method so that I can get it before the end of this week.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. The business sent me a replacement.

Sincerely,

** ***



 

12/2/2015 Billing/Collection Issues | Complaint Details Unavailable
11/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I placed an order for Acrylic Photo Prints on October **, 2015. Estimated delivery was set for November ***. I have received 3 different tracking numbers. The first 2 showed the package was shipped and delivered in Brooklyn NY instead of my shipping address. I wrote Adorama but did not receive a reply. I called and they said they would re-ship it on November ***** I was sent a **** tracking number which 10 days later still shows the package location in Brooklyn. I paid over $400 for the 2 prints and I have called Adorama 3 times and have not received a clear answer about the delay and whereabouts of my package

Desired Settlement: I just want a working tracking number and my order delivered before the end of November.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

******* *******



 

11/23/2015 Advertising/Sales Issues | Complaint Details Unavailable
11/19/2015 Problems with Product/Service | Complaint Details Unavailable
11/17/2015 Problems with Product/Service | Complaint Details Unavailable
11/17/2015 Delivery Issues | Complaint Details Unavailable
11/16/2015 Advertising/Sales Issues | Complaint Details Unavailable
11/13/2015 Problems with Product/Service
11/11/2015 Problems with Product/Service | Complaint Details Unavailable
10/30/2015 Advertising/Sales Issues | Complaint Details Unavailable
10/30/2015 Problems with Product/Service | Complaint Details Unavailable
10/28/2015 Problems with Product/Service | Complaint Details Unavailable
10/26/2015 Problems with Product/Service | Complaint Details Unavailable
10/22/2015 Problems with Product/Service | Complaint Details Unavailable
10/21/2015 Problems with Product/Service | Complaint Details Unavailable
10/21/2015 Advertising/Sales Issues | Complaint Details Unavailable
10/20/2015 Advertising/Sales Issues | Complaint Details Unavailable
10/19/2015 Problems with Product/Service | Complaint Details Unavailable
10/19/2015 Problems with Product/Service | Complaint Details Unavailable
10/14/2015 Problems with Product/Service | Complaint Details Unavailable
9/29/2015 Problems with Product/Service | Complaint Details Unavailable
9/25/2015 Problems with Product/Service | Complaint Details Unavailable
9/25/2015 Problems with Product/Service | Complaint Details Unavailable
9/11/2015 Advertising/Sales Issues | Complaint Details Unavailable
9/10/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am writing to you after MULTIPLE failed attempts to rectify a fraudulent charge in the amount of $2555. On or around April *, 2015, I noticed that a purchase was made to my account on April *, 2015 that I did not authorize or approve from "Adorama." On April *, I called this company adorma with whom the purchase was made, and was told to call my bank as they are the ones who can authorize the refund and open the investigation, because an order was never processed in my name. I then called to notify Bank of America on April * as well of this issue. The Bank rep instructed me to call the company to file a cancellation policy. I called Adorma back to explain this info to them and was told they would launch an investigation. Over the course of the next few months, this company has given me the run around. Initially, they stated no order had been placed, then they would rectify the matter with my bank, then they would file a complaint with ***** and resolve the matter, and lastly someone at the shipping address signed for the package. I went upon myself to call the location this item was shipped to, as well as speak to the person who signed for this mysery package (adorama gave the name of the person who signed for the delivery). The woman "frankie" says she was not working the week after Easter, as she was visiting family out of town. She offered to provide me with a work schedule and time off schedule to prove such info. I called adorama to share this information and offer to submit such evidence, and I was told "that won't be necessary at this time. So basically, Adorama has stolen my money and not taken responsibility for this matter whatsoever, furthermore giving me the complete run around for months. This has been going on for almost 4 months- enough is enough!!

Desired Settlement: I need a FULL refund of this charge in the amount of -2555.

Business Response:

 ***** ******* ******* *******  **** ** *******  ******** ** ***** ***** ********  

************************* Same as on this complaint

 

 

IntOrd# ******************** / Ord# ******** Date 04/**/15

Email Address: ************************* same as on this complaint

Time Ordered: 20:11:2

 

SKU# ICA5DM3 - CANON*EOS-5D MARK III BODY KIT $2499.00

With Shipping — UPS Next Business Day Air $56.00

 

*** ****** placed his order online on our website *********** *************************************************************************************************************

 

And he received his confirmation # ******************* on April *, 2015 via email to the same email address he submitted on his order; *************************.

*******************************************************

Adorama Camera makes every effort to get your order to you as soon as possible. Orders for in-stock items placed on business days before 8:00 PM ET (Eastern Time) are generally shipped the same day (subject to verification, click here for details).

 

Since his order was submitted after the 8 pm cut off, his order was shipped the next day, Friday 4/*/15 and a shipping Email confirmation had been sent to him to his email address; ************************* (same email address as on this complaint) on 4/**/15 14:05. His package was delivered as addressed and signed for on the very next business day, Monday 4/*/15. *****************************************************************************************.

 

He had never contacted us since, only thru his back as a chargeback. He stated that this was supposed to be delivered on 4/*/15 but it was not.

 

We replied to this chargeback and explained the shipping time (as indicated above) and sent them signature proof of delivery. Delivered and signed for as addressed. His bank closed the case in our favor.

 

This is not a fraudulent charge. He did place this order with his credit card whereby giving us authorization to charge his card.

This order was placed and authorize by him. It was delivered to him and received as addressed.

 

No refund due

 

Thank you for your patience and understanding,

 

Respectfully, 

 

 

Leah R. | Customer Service | Adorama Inc

Phone: ###-###-#### 

8/28/2015 Problems with Product/Service | Complaint Details Unavailable
8/22/2015 Problems with Product/Service | Complaint Details Unavailable
8/19/2015 Problems with Product/Service | Complaint Details Unavailable
8/14/2015 Problems with Product/Service | Complaint Details Unavailable
8/13/2015 Problems with Product/Service | Complaint Details Unavailable
8/13/2015 Problems with Product/Service | Complaint Details Unavailable
8/10/2015 Problems with Product/Service | Complaint Details Unavailable
7/28/2015 Billing/Collection Issues | Complaint Details Unavailable
7/28/2015 Advertising/Sales Issues | Complaint Details Unavailable
7/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a printer from Adorama off ******. When I got the printer I immediately did what anyone would do which is open the printer and install it and test it out. After trying less than 10 envelopes, all of which would not feed into the machine and printed blurry I packaged the printer back up and put in a return request. The company states that once the ink is installed they will no longer take the printer back which I did not see clearly when I made the purchase or else I never would have purchased this printer. how are you supposed to know if a printer will work properly if you do not test it??? I spoke with the company who actually makes the printer and they even said they have a 30 day return policy because they agree that you need to test a printer to know if it will work. Adorama does not get back to me and I have to keep calling to get a response only to be spoken to so rudely and brushed off for another few days while they "look into" the issue. This company is a thief! They do not stand behind the products they sell and are just looking to scam people and take their money. Even if the ink was installed they could charge a restocking fee to cover the cost of getting new ink from the manufacturer but to just outright say you are out your money if ridiculous and stealing. None would be able to know if a printer would work unless they tried it out. They claim you could tell by reading the product specifications which I explained do not list every single type of paper and paper thickness that would work in the machine so therefore that is not an accurate statement on their part.

Desired Settlement: I would like to return this printer as it will not work for my business since it does not feed envelopes through and when it begins to print on the envelope before it gets stuck in the machine it prints blurry and not clear. I do not feel that I should have to eat the cost of the printer which was expensive when it does not work.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

***** ******



 

7/23/2015 Problems with Product/Service | Complaint Details Unavailable
7/23/2015 Advertising/Sales Issues | Complaint Details Unavailable
7/23/2015 Problems with Product/Service | Complaint Details Unavailable
7/23/2015 Problems with Product/Service | Complaint Details Unavailable
7/23/2015 Advertising/Sales Issues | Complaint Details Unavailable
7/22/2015 Advertising/Sales Issues | Complaint Details Unavailable
7/22/2015 Problems with Product/Service | Complaint Details Unavailable
7/17/2015 Advertising/Sales Issues | Complaint Details Unavailable
7/16/2015 Problems with Product/Service | Complaint Details Unavailable
7/14/2015 Advertising/Sales Issues | Complaint Details Unavailable
7/3/2015 Problems with Product/Service | Complaint Details Unavailable
7/2/2015 Problems with Product/Service | Complaint Details Unavailable
7/2/2015 Problems with Product/Service | Complaint Details Unavailable
7/1/2015 Billing/Collection Issues | Complaint Details Unavailable
6/25/2015 Advertising/Sales Issues | Complaint Details Unavailable
6/18/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a product bundle from the Adorama website. They delivered a different product bundle. After contacting their customer support, it took several tries to get them to acknowledge that they had not sent what I ordered, and then the response was just to suggest I order the missing item again and pay them more. I was very surprised by this as I am a longtime customer that has done business with them repeatedly over several years, and this kind of bait-and-switch behavior is very uncharacteristic. I have copies of the advertised item web page (they have since changed the page), the order receipt and the communication with their customer support.

Desired Settlement: Delivery of Order- I don't intend to do any further business with this web retailer, but wanted to file a complaint to make sure this unethical behavior was noted.

Consumer Response: Better Business Bureau:

Adorama customer service got back in contact with me this week and explained the situation and will be sending the missing item. Thanks for your assistance in this matter.

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

****** ******



 

6/15/2015 Problems with Product/Service | Complaint Details Unavailable
6/10/2015 Delivery Issues | Complaint Details Unavailable
6/9/2015 Advertising/Sales Issues | Complaint Details Unavailable
6/9/2015 Delivery Issues | Complaint Details Unavailable
6/3/2015 Advertising/Sales Issues | Complaint Details Unavailable
6/2/2015 Advertising/Sales Issues | Complaint Details Unavailable
5/27/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a Solid State Hard Drive advertised on Adorama's site for a very good price. It was, to my knowledge, a new drive. After I ordered the drive - the invoice said it was used. This vendor needs to make it much more clear that the products they are selling are "USED" products. This was not clear when I ordered it. This is a deceptive and fraudulant practice that only creates anger to their customers. I will NEVER order anything from them again and will go out of my way to warn others about their deceptive advertising practice. I now have to go through the hassle of refusing delivery and disputing the charge with my credit card company.

Desired Settlement: I will call the merchant first thing on Tuesday morning after the Memorial Day holiday. Change their deceptive advertising practices. They need to make sure that customers see an item as USED.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

***** ****



 

5/27/2015 Problems with Product/Service | Complaint Details Unavailable
5/20/2015 Problems with Product/Service | Complaint Details Unavailable
5/13/2015 Delivery Issues | Complaint Details Unavailable
5/9/2015 Advertising/Sales Issues | Complaint Details Unavailable
5/8/2015 Problems with Product/Service | Complaint Details Unavailable
5/6/2015 Problems with Product/Service | Complaint Details Unavailable
4/29/2015 Problems with Product/Service | Complaint Details Unavailable
4/29/2015 Delivery Issues | Complaint Details Unavailable
4/23/2015 Advertising/Sales Issues | Complaint Details Unavailable
4/23/2015 Problems with Product/Service | Complaint Details Unavailable
4/17/2015 Problems with Product/Service | Complaint Details Unavailable
4/9/2015 Problems with Product/Service | Complaint Details Unavailable
4/2/2015 Advertising/Sales Issues | Complaint Details Unavailable
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3/25/2015 Delivery Issues | Complaint Details Unavailable
3/19/2015 Advertising/Sales Issues | Complaint Details Unavailable
3/19/2015 Problems with Product/Service | Complaint Details Unavailable
3/19/2015 Problems with Product/Service | Complaint Details Unavailable
3/11/2015 Advertising/Sales Issues | Complaint Details Unavailable
3/5/2015 Problems with Product/Service | Complaint Details Unavailable
2/28/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I placed an order with this vendor, Adorama, using my credit card on a prior date, and on 2/**/15 received an alert from my bank stating that they had ran my card for $979.50. I contacted the company asking who charged my card there, and their fraud department informed me that they did not know who ran my card. They claim that they are refunding the money from this fraudulent order that they placed, but are not providing a reason as to why my card was charged, or who charged it. For second time in a two day
period Adorama Camera made an unauthorized charge to my credit card. Previously it was for $979.50, but this time it's for $162.25. I again reported it to their fraud department, and am waiting resolution. This second charge was made
on 2/**.

Desired Settlement: Refund of $979.50 for the fraudulent credit card charge made my Adorama plus an additional $162.25 which was charged on 2-**.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

**** *********



 

2/26/2015 Advertising/Sales Issues | Complaint Details Unavailable
2/11/2015 Advertising/Sales Issues | Complaint Details Unavailable
2/5/2015 Advertising/Sales Issues | Complaint Details Unavailable
2/4/2015 Problems with Product/Service | Complaint Details Unavailable
1/30/2015 Problems with Product/Service | Complaint Details Unavailable
1/21/2015 Guarantee/Warranty Issues | Complaint Details Unavailable
1/14/2015 Advertising/Sales Issues | Complaint Details Unavailable
1/14/2015 Problems with Product/Service | Complaint Details Unavailable
1/9/2015 Delivery Issues | Complaint Details Unavailable
1/6/2015 Advertising/Sales Issues | Complaint Details Unavailable
1/2/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a brand-new Samsung Galaxy tab s 10.5 from Adorama. I received one that I suspect is refurbished, since there are visible scratches and dent on the left upper corner of the metal frame. I have photos showing the situation on hands. And I called in for a replacement. After they received the return of original one, they made no response and contact with me until I called them. Their representative told me their tech department did not recognize any scratch or dent as I described. So first I confirmed with them that what I purchased is a brand new one instead of refurbished one and then told them I had photos in hands. And I sent photos immediately to their place. No response again. Then I called in to make sure they receive them. The next representative picked up my call telling me she got the photos and were looking at them but seeing no scratches and dent as I described but she was willing to send the photos to the tech department to see what their tech department would say. I really felt wordless to someone lie in my face since scratches and dent are very obvious on the photos. So I just asked her a schedule of the response from their department. She said she could guarantee no schedule at all but they would contact me through email once the result comes out. I waited for two business days. Still quite Adorama style: they would never contact you by themselves. So I called in again on Dec. ** 2014. The representative told me their so-called tech department still saw no defects or scratches but they did admit this time that scratches and dent are showed on the photo. I asked for a fully refund. But She could only offer two options: send this original tab with scratches back to me or give me a partial refund with 10% restocking fee deducted. I am really pissed off. So I retreated my request for refund and accused them of doing fraud by sending refurbished product to me who purchased a brand new one. It was ridiculous that their customer service representative could see and admit visible scratches on photos but their tech department could not detect it (or should I say they just dont want to admit it). I always insisted an replacement and never asked for any discount until Dec. ** 2014 when I understood the company does not deserve the trust.

Desired Settlement: I need a fully refund.

Consumer Response: Better Business Bureau:

It's been fully refunded.

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

**** **


 

12/30/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I placed an order by phone with ****** ***** ******** in Adorama, *** **** store (###-###-####), in December **, and sent the check for $11,399.00 (Check from **** *******). Because I did not receive any confirmation order, I call and asked for it. I received December ** the confirmation order number ********. I was talk the order will be shipped after the check clear in about two or three business days. The order appears to be in hold in the Adorama’s Website. After three or four days I call several time to ****** ******** but he never answer the phone and his voices mail was full. I spoke with other Customer Services who talk me the order will still in hold until I call to the bank and release the money. I decided cancel the order and call to **** *******, ******* *******, ****** ************ *******, Direct: ###-###-####, Fax: ###-###-#### ***** ******** *********, *** ******** ** *****). She said the check is clear several days ago and the Adorama have de money. I call Adorama again and spoke with ***** *****. He said that everything is fine and I proceed to replace the order (order number ********). Two days later I check the Adorama’s Website and saw the order still in hold. I call again and finally spoke with ****** ***** ******** who repeats to me “the payment is not clear and we can not ship the equipment”.

Desired Settlement: Delivery of Order

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

****** *****



 

12/26/2014 Problems with Product/Service | Complaint Details Unavailable
12/26/2014 Problems with Product/Service | Complaint Details Unavailable
12/24/2014 Advertising/Sales Issues | Complaint Details Unavailable
12/19/2014 Delivery Issues | Complaint Details Unavailable
12/19/2014 Advertising/Sales Issues | Complaint Details Unavailable
12/11/2014 Advertising/Sales Issues | Complaint Details Unavailable
12/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contacted Adorama because I wanted to sell two SLR cameras and their website states that they purchase used camera equipment. The website states that they pay top dollar for these types of equipment. I contacted them via email and was called by ***** ****** to discuss my cameras. When I told him what I had to sell he quoted me that they were worth $280 to $300 together. He said that the process was to send the cameras in to them, let them evaluate them, and then I would be contacted by a buyer. The buyer would give me a quote and then probably offer to do a trade of some sort but if I did not want to do that then they would either send me a check or a prepaid credit card for the amount of money discussed. I said that the quote he stated would be acceptable and he sent me a prepaid *** label. I was then contacted via email by ********* ******* who gave me a phone number and the extension of a person called ***** to discuss the cameras. When I called ***** he told me that the cameras were only worth $250 together and that they did not pay market price they paid 70% of the quoted price. That was not part of the arrangement. Being paid only a percentage of the quote is not what I was told not to mention that the cameras that I sent in were in almost perfect condition. I do not appreciate the company trying to rip me off. I demanded that my cameras be returned to me. This company is dishonest and I think people should be made aware of their dishonesty.

Desired Settlement: First off I think that they should have to provide quotes in writing. they should have to explain their oddball 70% rule up front. I would like some sort of compensation for my time and the emotional issues this has created. My spouse just lost her job and this money was going to provide my family with a small Christmas. Because of their lies and deceit my family will not have a holiday this year. I am very upset about this and I feel that they owe me, first and foremost an apology and then they should have to do something to make up for what they have taken away from me and my family.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

********** ******



 

11/26/2014 Problems with Product/Service | Complaint Details Unavailable
11/26/2014 Billing/Collection Issues | Complaint Details Unavailable
11/26/2014 Delivery Issues | Complaint Details Unavailable
11/26/2014 Advertising/Sales Issues | Complaint Details Unavailable
11/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered an ASUS pad from this company via their storefront on **********: Adorama Camera - Details Storefront:*********************************** Upon receipt of the item, I opened it, read the instructions and charged it for 8 hours per the instructions. It failed to turn on. I let it continue to charge another 24 hours and it still failed to function. I followed the instructions to Contact the Seller to make a return and get a refund. Adorama Camera emailed back, referring me to their return policy which states that any opened electronic device like a notebook or pad cannot be returned. This is despite their so-called 100% satisfaction guarantee they have on their storefront site. As a result, I have filed a claim against them through **********. I want to know how they can state they have a 100% satisfaction guarantee while at the same time refusing to allow returns of almost any electronic device, regardless of its functional capacity!

Desired Settlement: I expect a full refund for both the product and shipping ($267.54). I expect ****** to extract that from the company, but in the meantime, I want this complaint filed with the BBB so others are forewarned about this company's deceptive and unacceptable business practices. In essence, they feel entitled to ship defective **** and expect to get away with it without any regard for the loss suffered by their customers. This is outrageous!

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. The Company has agreed to refund me for the price of the defective product and has sent me a return label.  I find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

**** ******



 

11/21/2014 Problems with Product/Service | Complaint Details Unavailable
11/14/2014 Problems with Product/Service | Complaint Details Unavailable
11/11/2014 Problems with Product/Service | Complaint Details Unavailable
11/6/2014 Problems with Product/Service | Complaint Details Unavailable
10/31/2014 Billing/Collection Issues | Complaint Details Unavailable
10/3/2014 Problems with Product/Service | Complaint Details Unavailable
10/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sent a perfect condition camera lens valued at $1000 to Adorama for trade in. I packed the lens with the utmost care to protect this valuable item. It took 7 days for Adorama to notify me the lens was extremely received damaged. Since the box was not damaged they are unable to file a claim with UPS nor are they willing to admit the lens was damaged in their possession. The repair bill was $736. They are placing the blame on me saying I sent them a broken lens.

Desired Settlement: I am looking for them to pay me the value of the lens. Repair is an option but not optimal since the lens will never be able to be used in professional photography again due to the extent of the problem.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

**** *****



 

10/1/2014 Guarantee/Warranty Issues | Complaint Details Unavailable
9/29/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a manufacturer-refurbished tablet from Adorama. I received the product and after using the item, the tablet crashes with a system error code. And the battery also have some issue, when fully charged and put in sleep mode, and next morning the battery will drain off. When I called manufacturer (****), their technicians also found there is a small defects. I thought why to send to ****, I can return with adorama as they are telling hassle-free return for 1 month. It was really pathetic to hear that some guy tested and added the comments "it is not defective." I called adorama customer care and request them to reach out to that person and let me explain him about the defect. Why I am sure is I am a technical manager for a well-known organisation. They have charged the restocking fees. Now my question is about the knowledge of Adorama technical team. Honestly speaking, trust me, if you want to throw some dollars you can shop from here. I am suggesting you not to buy any refurbished items from Adorama. It is an advice. Please try with some others like rakuten, new egg, etc.Trust me you will end up in trouble. They dont care about feedback also. One day they will realise but that time it will be very late.

Desired Settlement: i contacted them again and request them i can settle th eissue with the manufacturer so giv em eback the product and tak ethe remaining amount what they have re imbursed for me they are not ready for that an dit is a kind of cheating the subscribers

Business Response: Case# ********   (2nd time)
                                                                                                
***** *******                             ***** ********** ******    ***** ********* **         *** ***                    ******** ** ***** **                 ******************* ******** ******************** * **** ******** ****  ************ **** **** ***** **** **** ** *********** *** ******* **** ***************** ****** *** ******** **** *** ****

Per Customer:
The Product quality is very poor or pathetic. All the time the application crashes with an error.
The battery even I charged fully and put in sleep mode then the next day the battery will drain off.
Defective "wants credit". This unit gives power driver failure when started & then reboots, also battery drains fast even if item is not used, customer also said they are unable to reach someone from ****. 
We send a prepaid return label and replied: This item can normally not be returned us as per our return policy: **************************************** All returns must meet our guidelines, please review our full Return Policy carefully.
Notebooks, Netbooks, Tablets, iPads and Computers cannot be returned or exchanged once opened or unwrapped.  We advise you to contact the manufacturer first. Often, the manufacturer can troubleshoot the issue with you right over the phone which can avoid the hassle of you having to return the item and any subsequent back-and-forth shipping time. 
If they are unable to solve your issue and advise that it be returned to us, please let us know as soon as possible. We will assist you to return the item to us providing it meets all other return criteria and providing we have the exact details of the defect. 
These returns will be inspected and evaluated in our returns department by our computer technicians. After they have assessed the condition and determine the defect, based on their findings we will either process your return in full, or determine and deduct a restocking fee.

Our returns department received it on 7/*/14 however it was returned Password locked. 7/*/14 we emailed the customer and informed regarding restock fee; No reply. On 7/*/14 we emailed the customer again; No reply. Finally by 7/** we were able to find a way around the password and had it tested. 
It was found not defective so we processed this less restocking fee and turned it around and sold it as an Open Box item. We don’t sell knowingly defective items. This was tested and it was not defective.

Customer contacted us on 7/**/14 and wanted it back
I apologize but this is no longer available to send back to them since it was already sold, shipped and received by another customer with no complaints of any defect.                                                       

This item was/is not defective and refund was processed less restock fee as listed in our return policy.

Thank you for your patience and understanding.   


Respectfully,



**** ** * ***************** ******** ******* * ******* *** ** **** **** ****** *** ***** ** ***** ************ *** **** * *** ************

9/25/2014 Delivery Issues | Complaint Details Unavailable
9/25/2014 Problems with Product/Service | Complaint Details Unavailable
9/23/2014 Delivery Issues | Complaint Details Unavailable
9/20/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On August **, 2014, I placed an order on the AdoramaPix.com website for 11 canvas prints for a total of $331.64. I received my order within a week and ten of the prints are perfectly fine. The 11th, however, was misprinted—the image starts halfway down the canvas, leaving the top half blank. I immediately contacted them and it took them more than a day to respond to tell me I had to send them photographic evidence of the misprint. I did so immediately and again waited more than a day for a response, which was a generic "we will look into this" message. After several days I had to email them a third time to ask what the problem was as I had heard no response. At that time, Sept. *, I was granted an "apology for the delay" and told they would send me a reprint that I should receive early that coming week. I have never received the reprint, and contacted ANOTHER person at Adorama, who assured me he would take care of the problem. It, again, takes several days for him to respond. My last communication with him was two days ago when I said I no longer wanted the reprint, but just a refund for the misprinted item, totaling $20.80. They have not responded to any communication I have made since then, even when I told them I would contact the BBB if I didn't hear from them.

Desired Settlement: All I want at this point is my money back.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

******* ********



 

9/15/2014 Problems with Product/Service | Complaint Details Unavailable
9/12/2014 Guarantee/Warranty Issues | Complaint Details Unavailable
9/4/2014 Advertising/Sales Issues | Complaint Details Unavailable
8/27/2014 Guarantee/Warranty Issues | Complaint Details Unavailable
8/25/2014 Problems with Product/Service | Complaint Details Unavailable
8/21/2014 Problems with Product/Service | Complaint Details Unavailable
8/18/2014 Advertising/Sales Issues | Complaint Details Unavailable
8/14/2014 Billing/Collection Issues | Complaint Details Unavailable
8/8/2014 Delivery Issues | Complaint Details Unavailable
8/4/2014 Advertising/Sales Issues | Complaint Details Unavailable
7/25/2014 Problems with Product/Service | Complaint Details Unavailable
7/15/2014 Billing/Collection Issues | Complaint Details Unavailable
7/14/2014 Problems with Product/Service | Complaint Details Unavailable
7/1/2014 Problems with Product/Service | Complaint Details Unavailable
7/1/2014 Advertising/Sales Issues | Complaint Details Unavailable
6/26/2014 Problems with Product/Service | Complaint Details Unavailable
6/25/2014 Delivery Issues | Complaint Details Unavailable
6/25/2014 Problems with Product/Service | Complaint Details Unavailable
6/19/2014 Problems with Product/Service | Complaint Details Unavailable
6/16/2014 Problems with Product/Service | Complaint Details Unavailable
6/12/2014 Problems with Product/Service | Complaint Details Unavailable
6/10/2014 Delivery Issues | Complaint Details Unavailable
6/9/2014 Problems with Product/Service | Complaint Details Unavailable
6/4/2014 Delivery Issues | Complaint Details Unavailable
5/29/2014 Problems with Product/Service | Complaint Details Unavailable
5/28/2014 Guarantee/Warranty Issues | Complaint Details Unavailable
5/6/2014 Problems with Product/Service | Complaint Details Unavailable
4/23/2014 Advertising/Sales Issues | Complaint Details Unavailable
4/11/2014 Problems with Product/Service | Complaint Details Unavailable
4/10/2014 Problems with Product/Service | Complaint Details Unavailable
4/9/2014 Problems with Product/Service | Complaint Details Unavailable
4/8/2014 Problems with Product/Service | Complaint Details Unavailable
4/2/2014 Problems with Product/Service | Complaint Details Unavailable
4/1/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Placed an order with AdoramaPix.com (part of Adorama and the same address). Placed the order on March **. Only received 1 framed item from the entire order. Paid for UPS 2nd Day Air for everything to be here by March **, 2014. March **I still hadn't received anything from them. Called them directly and they were really rude about it and said that they would overnight my order to me because they still haven't shipped it yet, they said I would receive a tracking #. Next day my order still isn't there and no tracking # is provided. I call again on March **, they say the order still hasn't been shipped, and I tell them to stop lying to me. They say that the order will be overnight (again) and that they will call me back and let me know what they can do about my issue. March **, still no order or tracking # and no phone call. I had my art show last night on March **and had to scramble to have a local company redo the entire order I placed with Adorama. I have emailed them a number of times regarding the status of my order, as well as asking for a refund since they never shipped my order. I told them I would file a complaint with BBB if they didn't give me my refund. At the VERY LEAST they should have refunded me immediately when they decided they weren't going to fulfill the order on time or fulfill the order at all. This company makes me sick.

Desired Settlement: At the very least they should refund my credit card or send me a check for the items that they never shipped to me.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID **********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

***********


From:***********
Sent: Monday, March **, 2014 4:37 PM
To: Complaints
Subject: Re: Your complaint has been received

 

Need to end my complaint. Apparently they put a refund on a credit card of mine without notifying me. The card company didn't notify me either, I just stumbled upon it. Thank you. ************


 

3/8/2014 Problems with Product/Service | Complaint Details Unavailable
3/7/2014 Advertising/Sales Issues | Complaint Details Unavailable
2/5/2014 Problems with Product/Service | Complaint Details Unavailable
1/24/2014 Advertising/Sales Issues | Complaint Details Unavailable
1/24/2014 Advertising/Sales Issues | Complaint Details Unavailable
1/23/2014 Delivery Issues | Complaint Details Unavailable
1/22/2014 Delivery Issues | Complaint Details Unavailable
1/22/2014 Advertising/Sales Issues | Complaint Details Unavailable
1/20/2014 Advertising/Sales Issues | Complaint Details Unavailable
1/19/2014 Delivery Issues | Complaint Details Unavailable
1/16/2014 Delivery Issues | Complaint Details Unavailable
1/14/2014 Problems with Product/Service | Complaint Details Unavailable
1/9/2014 Advertising/Sales Issues | Complaint Details Unavailable
1/9/2014 Problems with Product/Service | Complaint Details Unavailable
1/9/2014 Advertising/Sales Issues | Complaint Details Unavailable
1/7/2014 Advertising/Sales Issues | Complaint Details Unavailable
1/2/2014 Advertising/Sales Issues | Complaint Details Unavailable
1/2/2014 Advertising/Sales Issues | Complaint Details Unavailable
12/27/2013 Guarantee/Warranty Issues | Complaint Details Unavailable
12/24/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I returned a laptop to this company in new condition within the 30 day return period However they claim the product was used and returned late. I can demonstrate that the item was returned on time, with a USPS confirmation. ** *** *** *** US They are withholding a 15% restocking fee

Desired Settlement: They are withholding a 15% restocking fee. I would like it refunded.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me and the matter has been resolved.


Out of curiosity, did your org have other contact with the company regarding my claim?  It seems your letter made the difference

 
Thank you so much!
Sincerely,

****** **********



 

12/24/2013 Advertising/Sales Issues | Complaint Details Unavailable
12/21/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I paid ADORAMA the sum of $1250.00 plus shipping charges for a camera they sold me on **** on Aug. *** , 2013. When the camera finally arrived to me in Canada my departure for moving to South America was at hand, so since I had done business before with ADORAMA ,I trusted that the camera was in full working condition as the auction on **** stated. I did shoot maybe 15 images with the camera and it seemed to be working. I did notice however the autofocus was erratic but Sigma cameras are all quirky so I did not pay enough attention to that. What I failed to notice was that ADORAMA had deliberately removed the serial number from the bottom of this camera before shipping to me. I later understood why they did this. It was to escape any responsibility for having to repair the camera in case I sent it back to them. This is illegal and in my opinion constitutes international mail fraud, a federal offense and a felony crime punishable by law. Or it could be that this camera is actually stolen merchandise and ADORAMA was hiding their complicity. Whatever the case, as I said I only had a couple of days with the camera, and that less than 10 minutes due to my long list of last minute errands surrounding moving to another part of the world. I failed also to notice dead pixels on the sensor as well. Thinking that the camera was okay I decided at the last minute to sell the camera on **** because a promised amount of $2,000.00 that was due me did not materialize. I did not want to sell my camera I just got but had no other financial alternatives, so I sold the camera on **** to a customer in New york. He, unlike me was far more thorough and quickly noticed that there was no serial number , the autofocus did not work properly and there are dead pixels on the sensor. He pressed for a return and a refund after I had left North America to move to Chile. I contacted paypal, **** and ADORAMA and thoroughly and HONESTLY EXPLAINED THE ENTIRE SITUATION. By this time the normal period of time to file a complaint had already passed so I no longer had " from **** "protection" on my purchase from ADORAMA. I spent three 8 hour long days on the phone with **** and paypal and was told by a supervisor high up in **** that my situation was unique but that my proferred solution made sense and should be pursued. My solution was that since my customer with the faulty camera lives in NYC and said he could bring the camera to ADORAMA for full repair at no cost, that Adorama should honor my request and make good their promise to sell to me a fine and expensive working camera. This serial number- stripped and multiple problem camera they shipped me was a far cry from anything honest or even legal. that I told you that after speaking for more than 24 full long hours on the phone with **** the supervisor for customer relations told me that my solution made sense and should be pursued. Fast forward now to today- I got an email from ADORAMA basically saying that **** told them they did not have to do anything at all since I sold the camera to someone else. THIS IS CRIMINALS SUPPORTING CRIMINALS. **** directly lied to me and now wants to let ADORAMA OFF THE HOOK EVEN THOUGH THEY COMMITTED A FELONY OF INTERNATIONAL MAIL FRAUD!!!! Please do not let ADORAMA get away with this!

Desired Settlement: I will not accept less than a full repair of this camera at no expense to me or my client I sold the camera to in good faith. I am now in Chile so my client on **** cannot ship the camera back to me(it will either never make it or definitely be stolen!). MY client lives close to ADORAMA and is willing to bring the camera in for full repair (at no expense to him or me!). If ADORAMA will agree to this fair and equable solution I will drop all charges against ADORAMA , and they will be off the hook. If, on the other hand, ADORAMA persists in trying to continue defrauding me and being irresponsible I will spare no effort to prosecute them for felony charges. Please lend your best efforts at forcing ADORAMA to do the right thing!

Business Response: ***** ************IntOrd#: *****************  Ord# ******* 08/**/13 shipped 08/**/13 and was delivered on 08/**/13 For "Used" SKU#541030 - SIGMA 501 SIR DIGITAL CAMERA Condition: E for $1250.00.
Customer's concerns: Regarding warranty.

We buy items from customers who sell their equipment to us.
Occasionally they don't have serial numbers on them. This does not void their warranty with us. Our Used equipment carries a 90-doy warranty as listed on our website.
*** ******, purchased the SKU# 541030 .SIGMA $01 SLR DIGITAL CAMERA In Condition:  E
lf we calculate from the day this was delivered, his warranty is valid thru November ***** 2013 but we can extend this by 2 weeks being that he first contacted us on 11/**/13 and It Is now 1 week later.
IF this Is not working properly, he is free to send or bring In this camera to Adorama which Is covered under our warranty.
As long as it Is being sent in per our guidelines listed here below, or when pertaining to "Used" Items, as It was sent to him,
Items must be In brand new, mint condition, and have all original manufacturer's packaging, materials, and accessories, Including Instruction booklets, packing Inserts, and blank warranty  cards. Merchandise missing the original Universal Product Code (UPC) cannot be returned. The original  manufacturer's  labeled packaging should be enclosed within an outer shipping box.  Please do  not write or place shipping labels or stickers on the manufacturer's packaging,

If shipping to us, securely package the product and include a copy of the original Invoice. Ship the parcel bock to us freight prepaid. We do not accept COD or freight collect shipments.

We recommend a shipping method that provides tracking and Insurance. Ship to:
Order Processing
* ****** ***** ********** ** *****

Or he Is free to bring It In to our NYC store (address listed above) Thank you for your patience and understanding.
Respectfully,
*************

Business Response: Refund was Issued Date 12/**/13 copy of credit Invoice Included Thank you for your patience  and understanding.



**** ** Adorama Camera •Customer Service 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me and the matter has been resolved. However, I have lost all respect and trust for Adorama as a company with which to do business and will never recommend them now or in the future to anyone. Such is their dishonesty!

Sincerely,

******* ******



 

12/21/2013 Advertising/Sales Issues | Complaint Details Unavailable
12/20/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered on 11/** sets of Boston Acoustics SoundWare XS Digital Cinema Powered Speaker System, 39Hz - 20kHz Frequency Response located at URL ****************************************************************************************************************** I used PayPal, which took the money out of my account for this transaction. A day later they still had the item for sale and have now sent me an email cancelling the order! They are not honoring the product.

Desired Settlement: I want PROOF that they sent some of these items out to customers, otherwise they are lying and being complete crooks. This is a readily available item and they are claiming "We are sorry but the item you ordered has oversold and we have checked with the manufacturer and there are no more available. We will have to cancel the order. " That statement about contacting the manufacturer is a complete lie, as directly from the manufacturer they are marked IN STOCK at ***************************************************************************************************************************************************************************************************************** I DEMAND THIS STORE HONOR THE PRICE AND SHIP THESE ITEMS.

Business Response: I would firstly like to offer our sincere apologies for any Inconvenience or disappointment that may have Inadvertently been caused to our customer regarding their order for this Item. Any/all orders for this Item had been canceled.

They should have received an email from us, which was sent on Sunday 12/*/13; explaining and apologizing for this price error, but If
somehow ho did not receive It, please allow me to explain.

We had posted this Acoustics Soundware xs Digital Cinema Speaker system on Friday at 4:00pm just as we were closing for the weekend and therefore we were unable to see the price error until Sunday when we returned at 10:00 pm, We Immediately had this corrected and canceled any/all orders

Unfortunately we are unable to fulfill any orders for this Item. The orders that were successfully submitted were canceled and the order that did not go thru will not be processed. The selling price by us was $i49.00 and the sale price should have been listed for $50.00 less, for $199.00 and not for the $50.00 price that was listed In error,

We do list on our website regarding If there are any errors.
***********  **********************************
Adorama.com Is Intended to be a guide only. Some Item Illustrations are for display purposes only, may not be exact, and ore not necessarily Included In the purchase price. Adorama Is not responsible for typographical or pictorial errors, and speclftcatlons may
change without notice.
Should this apply to your order, we will, at our discretion, either contact you for Instructions before shipping or cancel your order and notify you of such cancellation.
Adorama Camera reserves the right to decline or cancel an order at any time.

Please be advised that we did not charge the customer as we do not charge anyone until we ship. We do not take any money via credit/debit card or from PayPal.
If the amount did get submitted to the Bank/Credit card company for "Authorization", you may have seen a temporary charge for this amount. When we do not charge and ship your order which Is the case here, within 3-5 days the Authorization amount goes dropped and disappears. But If It was thru PayPal, then PayPal would have submitted for authorization and therefore PayPal has corrected this for the cuosmter.


Once again, please accept our apologies as we will not be able to fill any of these orders.

Thank you for your patience and understanding.

Business Response: I would firstly like to offer our sincere apologies for any Inconvenience or disappointment that may have Inadvertently been caused to our customer regarding their order for this Item.

All these customers should have received on email from us. which was sent on Sunday 12/*/13; explaining and apologizing for this price error, but If somehow he did not receive It, please allow me to explain.

We had posted this Acoustics Soundware XS Digital Cinema Speaker System on Friday at 4:00pm Just as we were closing for the weekend  and therefore we were unable to see the price error until Sunday when we returned at 10:00 pm. The selling price by us was
$249.00 and the sale price should have been listed for $50.00 less, for $199.00 and not for the $50.00 price that was listed In error.

We Immediately had this corrected, removed the Item form our web site and our Internal system.
Once an Item Is listed as, "out of stock", our system sends out a general email which he must have received.

But since this was a price error we canceled any and all orders and then sent him the explanation email. Unfortunately we did not and arc unable to fill any orders for this Item.
Any of the orders that were successfully submitted were canceled and the order that did not go thru will not be processed.

We do list on our website regarding If there are any errors.
*********************************************
Adorama.com Is Intended to be a guide only. Some Item Illustrations are for display purposes only, may not be exact, and ore not necessarily Included In the purchase price. Adorama Is not responsible for typographical or pictorial errors, and specifications may change without notice.
Should this apply to your order, we will, at our discretion, either contact you for Instructions before shipping or cancel your order and notify you of such cancellation.
Adorama Camera reserves the right to decline or cancel an order at any time.

Please be advised that we did not charge the customer as we do not charge anyone until we ship. Once again, please accept our apologies as we will not be able to fill any of these orders.
Thank you for your patience and understanding

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

I KEEP GETTING THE SAME SCRIPTED RESPONSE.  This does not correct the problem in the time it has taken from me, I deserve to be compensated.  My amount of compensation is $100 by Adorama.  THIS CHECK MUST BE SENT WITH TRACKING AND SHOULD ARRIVE BEFORE CHRISTMAS, OTHERWISE I WILL CONTINUE WITH LEGAL ACTION AGAINST THIS COMPANY FOR COLLECTING MY PERSONAL INFORMATION UNDER FALSE PRETENSES, HOLDING FUNDS FOR WEEKS WITHOUT ISSUING REFUNDS, AND PAIN AND SUFFERING THAT HAS BEEN CAUSED.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** *******



 

12/19/2013 Problems with Product/Service | Complaint Details Unavailable
12/18/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Purchased one Leatherman Raptor with Medical Shears, Strap Cutter, Oxygen Tank Wrench, Ring Cutter, carbide-tip glass breaker & injection-molded polymer holster on or about October **, 2013 (order number ********). To date, I have not received the item. Communications with the company indicate the item is on back order. It's been over a month since the company advertised sale of an item it doesn't even have in stock and apparently doesn't know when it till be in stock.

Desired Settlement: Recommendations. 1. If an item is not in stock and ready to deliver, DON'T ADVERTISE ITS SALE. 2. Take whatever means are necessary to obtain the item and ship it immediately.

Business Response:
lntOrd;#: ********************  Ord#  ********** Date 10/**/13 canceled on 12/**/13
For: ********* - LEATHERMAN RAPTOR $59.95
Once orders come in to our system, they first go thru our verification department who verify these to ward off fraudulent orders.
Once they are approved they are released for processing.
Unfortunately, our web Inventory Is not updated instantly as the order are submitted, but rather minutes later.
Once  his order entered our Internal system, we no longer had tiny more. We process orders In the order they are received and we did
not have enough allocation for his order.
We are currently working on updating our website to reflect live Inventory, Our system sent a First Backordered EmaiI that same day at 7:13 am,
We sent a Second Backordered Email on 11/**/13 at 7:13 as well since we still had not received stock
On December ***  we canceled this back order per his request.
Thank you for your patience and understanding.
Respectful!

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

***** *****



 

12/17/2013 Advertising/Sales Issues | Complaint Details Unavailable
12/17/2013 Problems with Product/Service | Complaint Details Unavailable
12/12/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On October **** 2013 I purchased 5 SanDisk Extreme Plus 64GB Class 10 80MB/Sec Read 30MB/Sec Write Speed Micro SD Cards at the websites advertised price of $27.45 each during their Columbus day sale period for a total of $ 137.25 when the package arrived Adorama sent me 16GB cards instead. After calling on 4 different occasions and emailing 2 different people at the company, I was repeatedly told that there was a listing error and that they would not honor their advertised price. I even emailed them screenshots showing both web and email confirmations that I was purchasing 64GB cards at their advertised price, they offered me was to send the cards back and they would refund me. They then proceeded to send me an email stating "We apologize for the inconvenience. We are happy to hear that you are willing to keep the item. We want to offer you $30.00 partial refund." I never once told them that I was willing to keep the items at a partially discounted price. I have no use for 16GB card only for 64GB cards. I am only asking for them to honor their publicly advertised price.

Desired Settlement: I am requesting them to allow me to exchange the 16GB cards they sent me for the 64 GB cards that were advertised to me for the price that they were advertised at.

Consumer Response: Attached are the screenshots. I am not interested in a refund or partial refund, I would like the  product that was advertised when i purchased the items

Business Response: IntOrd# : ********************/ Ord# ********/Invc# ********
For: SKU: ********** We listed this in error as a SanDisk Extreme Plus 64GB when in fact it’s a  16GB as you can see by the SKU#
However, accordingly:
The SKU# ********* is a 16 GB He purchased these for $27.45
The SKU# *************. is a 32GB for $49.50
The SKU# *************, is a 64GB for $98.95

The ************ are not the 64 GB and therefore we cannot send him the *********** at the ***********price.
Since he has no need for the 16 GB cards and therefore does not want to accept our offer $30.00 refund of to keep them, I have sent him o prepaid UPS return shipping label and return Instructions. I can still offer him the same $30.00 refund If he wants to purchase the 5 *********** Instead, or even  $30.00 Gift card towards any future purchase.

Thank you for your patience and understanding

12/12/2013 Advertising/Sales Issues | Complaint Details Unavailable
11/20/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sent a camera lens and Tripod Mounting lens grip to Adorama for them to evaluate to purchase from me (used department). After they received the lens a significant difference (lower) from my expected valuation was provided. I decided NOT to take their offer. They sent the lens back to me, but not the Tripod mount lens grip. I called them immediately and spoke with **** ****. He was the same person I spoke with about the transaction - he confirmed that the Tripod Mounting ring had been sent in ... he said a "Brand New Tripod Mount" would be sent the same day (11/* or 11/*). He indicated an email confirmation would be sent to me. I told him my original or new Tripod mount would be fine (but not an old one other than mine). I have not received the Tripod mount in the mail - nor an email - and I have called **** **** each and every day since then with no return calls. I spoke with others in the company (Customer Assistance) and they have not been of any assistance.

Desired Settlement: Send me either my own Tripod Mount or a brand new one - ASAP.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,
**** ***** *******

 

10/25/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a laptop online from Adorama. I had to wait 2 weeks to receive it due to them having a shut down of their company for a religious holiday, which was fine, since I was informed of this ahead of time. I received the product via UPS and due to a heavy work load, I was unable to open it immediately; however, 2 days after receiving it, I was able to open the product and I immediately realized there was a problem. I contacted the manufacturers (Asus) customer service department and spent an hour on the phone with technical support explaining that the laptop was taking 5 minutes or more to open up websites. This was on a Saturday and I had to call the manufacturer because Adorama is not open on the weekends. After spending an hour on the phone with ASUS and working through a series of tests on trying to figure out a solution to my problem, the technical support person I spoke with determined that the laptop had a bad hard drive and was defective and needed to be returned. He tried to walk me through restoring it back exactly the way it was when I first logged onto it to see if that would help, but it wouldn't even restore back. Finally after getting off the phone with him for over an hour, I was able to restore it and I immediately packed it back into it's original shipping box, taped it up and sealed everything just as I had received it. The following Monday morning I returned the product to Adorama. In the meantime, I let Adorama know what the problem was and they assured me that they would refund my money in full and they sent me a return shipping label. Via email correspondence from their customer service department, I was told that since the return was well within their 30 day return period, that my money would be fully refunded. Now that they have the product back, they are no longer honoring their word. They are coming up with bogus excuses such as, "the product has wear and tear and that the hard drive is not defective". The product was opened up for a couple of hours and put right back in the box and technical support for ASUS stated the defectiveness of the product, but Adorama disputes this now. As of today, they are stating that they will accept the return and refund my money, but they are going to charge me a 15% ($75) restocking fee. I have informed them that I am not paying that fee or any other fee for that matter. They sold me a defective product and they don't want to take responsibility for that, nor do they want to stand behind their customer service reps initial word that they would refund my money in full if I returned the product. I am attaching below the email from customer service stating their claim to refund my money. ______________________________ Hi ****, We are sorry to hear your merchandise did not arrive as it should have. As you are still within our 30-day return time, please ship the item right back to us. We can issue a full refund or an exchange. Please indicate on your Return Merchandise form what you would like to do. At Adorama, we strive to make our customers return process hassle free. As all returns must meet our guidelines, please review our full Return policy carefully. **************************************** No RMA number is needed to return an item. Please include a filled out Return Merchandise form along with a copy of the original invoice. Please indicate on the RMA form the reason for the return and what you would like to have done (exchange, refund, etc.) The RMA form can be found at: ****************************************************** Returns must be made within the time limit specified in our return policy. Returned products must be in brand new condition and have all original manufacturer's packaging, materials and accessories. Securely package the product you wish to return within an outer shipping box. Do not write or place shipping labels or stickers on the manufacturer's packaging. You will be receiving a pre-paid UPS label to pay for shipping back to us in a separate email. The tracking number of this label is ******************. Please print the label and attach it to the shipping box. The box will be shipped to: Order Processing * ****** ***** ********** ** ***** Please allow up to 8 business days after we receive the package for your return/exchange/refund to be processed. An email confirmation will be sent to you once the return is completed. If you have any further questions, or require additional assistance, feel free to contact us. You may reply to this e-mail or call our toll-free phone number: ###-###-####. Thanks for Shopping with Adorama. Mon F. Customer Service Specialist www.adorama.com - More than a Camera Store ###-###-####.

Desired Settlement: Full refund of all monies paid to Adorama

Business Response: This was shipped "New" which we received directly from Asus. We've sold over 100 of these with no complaints.

**** ********** ***** ******** ********* ***** *** ***** ******* *** **** ****** **** ******* * **** ******* ****** ****************   **** *******   ************** ****** ******** * ******* ************* *** ********** ****** ****** * *   * ***   ********* ** ******   ******* ** *** ***    ************ ******** ** ***** ****** *********   *******************  

******************** * *** Returned or exchanged products must be in brand new, mint condition
....Notebooks,  Netbooks,  Tablets  IPads and  Computers  cannot  be returned or exchanged  once  opened  or unwrapped.
Items that Qualified for free shipping that ore being returned Will have our standard shipping charges deducted  from the refund or credit
Email documentation **** ************* Customer's first email to us was that I we don't allow her to return this defective laptop and we will not refund her money, then we will need to deal with her credit card company. To which we replied: We would like to clarify that we accept returns for defective notebooks and computer. Please be advised that this return will be Inspected and evaluated In our returns department by our computer technicians. After they have assessed the condition and determine the defect, based their findings we will either process your return In full, or determine and deduct a restocking fee If the Item Is found not to be defective. Please allow up to eight business days after we receive the package for your return/exchange/refund to be processed.
We even sent her a prepaid UPS return shipping label.
,We have had laptops etc. returned to us which were defective and full refund was Issued, but that was not the case here,
On 10/**/13 this was evaluated: Laptop was able to boot up and perform multiple Hardware/Software changes w/o any depreciation In
performance.  No Issues encountered but customer returned this with sll9ht wear and tear on top left corner of cover.

On 10/** we emailed her to give her the opportunity to accept this back before we process this less 15% Her reply: My credit card company is handling this dispute.

Since this was returned opened and  not defective we processed this return less the restocking fee 10% $ 49.99 (instead of the 15%) and less the free shipping $15.05 for a total refund back to her card In the amount or $434.95




 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******. I am not happy with the response from this business because I think they are liars and their bad reputation from previous customers online is evidence of that.  I was given no other choice than to accept their offer. They basically stole $65 from me and for that, they should be ashamed. I will continue to give them very bad feedback online and elsewhere. Again, the resolution is not what I would describe as "satisfactory", so I will not state that it is, but I will claim that I am willing to resolve the matter unsatisfactorily and take the money back that they offered.

Sincerely,

**** **********



 

10/19/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: * Adorama used a previous credit card usage to use an unauthorized charge to my account. * Adorama over drew my account and an ISF charge was added to my account. * Adorama charged an extra 40.00 fee for expidited delivery charge and then informed me that the order was on back order with no time frame.

Desired Settlement: Refund of Credit Card and over draft fee

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

******** ******



 

10/11/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Aug ***, 2013 I ordered a TV/Blu-Ray Combo from Adorama through **********. After placing the order, I found out that had I purchased this set from ****** directly, I would have received better financing and points that became store credit towards a future purchase. I called Adorama to cancel my order and was told that they actually offer more points than ****** good towards a future purchase in their store. I verified this multiple times with the rep while deciding if the financing was worth canceling for but decided to take the Adorama points for less hassle of canceling & re-ordering. It has now been months since I bought my items so I sent a follow up and I haven't received the promised e-mail with the points so I sent an e-mail on 09/**/13 inquiring about my point credits. I received a response the next day stating that "We do apologize for the miscommunication. Upon checking, it shows that the item that has 5% reward is SKU: ************. What you ordered is SKU: ************ which is a kit. With that being said, you are not eligible for the 5% reward. Once again we apologize for any inconvenience and miscommunication." Obviously, for better financing and future credit on **********, I would have canceled my order with Adorama. The only reason I kept my order active was because of the promise of credit towards a future purchase. Just saying "sorry, we lied" isn't a resolution.

Desired Settlement: I would like the 5% cash back I was promised either in a store credit or refund.

Business Response: I see that we mistakenly advised him that he is eligible for 5% rewards when In fact, he was not. The rewards are not through marketplace order such as ******. It's only offered on some Items If purchased directly on Adorama.com.
We shipped his order on 09/**/13 at 10:22. He first emailed us that same day at 6:00 pm to cancel  his order. At that point  Is was too late since  It had  already  shipped.    If  he had refused /returned  It, the free  shipping  of $247. 19 would have been  deducted  once this return was processed, so there would have went his ****** savings had he kept that order Instead.

But even so, since I we did incorrectly advised him regarding the 5% coupon towards a future order with Adorama.com, we have just
Issued this and sent It to him via email to: *********************

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

**** ******



 

9/23/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: ****** release their newest tablet on Aug ****. They sent stock to a select few retailers and allowed them to release the item for early sale and shipment on the **** of Aug. Adorama advertised themselves as being one of those sellers. They had banners throughout their website stating Nexus 7 2013 in stock and ready for shipment within 1-2 days. On the products page, it showed the same thing and allowed you to order. There was no indication that it was an pre-order. I ordered the tablet, 4 days later I checked on my order status to discover that the tablet had not shipped and instead they represented it as being backordered. I contacted customer service who stated that they were sold out and had more on order and that my order would be shipped within within 7-14 days. Throughout this whole time, they still had banners on their site showing it in stock and shipping within 1-2 days. The product page also showed it to be in stock. I questioned their customer service several times as to why it still showed in stock on their website, they ignored the question and continued to state only that my order was backordered and continually offered lesser valued tablets to me instead. Believing that either my backorder was due to an system error that they could not want to fix or that they indeed were out of stock and weren't going to get any for 14 days. I decided to place another order to see if it would ship this time, and I kept the original order open in case they were telling the truth about the delay and so I could keep my place in line. Hours after the second order, both orders status changed to shipped. This also was shortly after I was told that they were sold out and weren't getting any for 14 days. I quickly tried to cancel one of the orders but was told they both were already sent to the UPS facility and could not be canceled. Days later I checked on both of their status, one order showed to be shipped the other was not shipped. This was 3 days later and 3 days after I was told that I could not cancel because both were shipped. I immediately contact their customer service and was told the truth finally. I was told that they did not have these tablets until the ****, a day after the original release date. They advertised that they had them for 6 days when they did not. They still refused to cancel the order that had not shipped yet. The lady told me that they would send me a prepaid label instead. She did not, I called back in later and she said she'd send it again. But she did not. Essentially, Adorama tried selling this popular release without even having an order with google for inventory. I have an email where an agent states this. And yet they advertised it for 6 days as being one of the merchants with stock. And because of they had to rush an order to ******* they didn't even receive the US versions. I ended up receiving two foreign versions with foreign language packs. I had to go through the trouble of finding and installing english. I am still not even sure if the warranty applies through ******* US support. After being told that I could return one, and even being told that I would be sent a prepaid label. I called back and was told I was not allowed to return it but they would allow me to for a $75 fee. I then was contacted by their customer care agent, who made me spend hours providing her all the information for what took place on several different occasions. After a while it was clear she was purposefully trying to waste my time and eventually she told the truth and said she did not have the authority to help.

Desired Settlement: I want to return the item. Plain and simple.

Business Response: Thank you for contacting Adorama,
We apologize for any inconvenience this may have caused her.

She had placed her order on the Internet , IntOrd# #: * ******************* Ord# *******-Friday 07/**/13 at 7:30 pm (after we had already closed for the weekend), Invoice# ***********- Friday 07/**/13 and shipped via
***** ********** *********************************************   **** * *************
Started with UPS and transferred to the postal service *********************** for delivery. Per USPS this was delivered on August *, 2013,

The day she placed her order we had no stock so our system automatically sent her a back order email.
She emailed us on July **** (****************) and we replied that we should have this by 2nd week of August since our system listed the ETA for then.
We had asked her If she was OK with waiting or If she wanted to cancel this Instead. We also advised her that If we do not hear back from her, that this order will  remain open and will ship when the Item arrives.
She did not reply and she had not contacted  us again since.

But she placed a 2nd order,IntOrd#: ********************  for the same thing on 7/**/13. This order was lnvc#  ********and shipped on 08/**/13.  Now on 08/**/13 she contacted us (*****************)  asking to cancel this order. But It was too late, It had already shipped, This (as well as the first order) was shipped via UPS SurePost. With this method NO Intercepts can be done to stop the delivery. We advised her to return it to us If she did not want it,
This was the customer's error placing a 2nd order If she only wanted 1, but since she was not accepting any of our Instructions, we gave in and made an  exception and sent he a prepaid UPS return label (******************)  and another  one  (******************)  so she can return either or both for refund per our return guidelines listed on our website: ******************    *******************
On the ** order this was customer's error again. On August **** she contacted us again. She had decided to keep the Item opened It and used It. Now she changed their mind and wanted to return It. However, we advised her that Notebooks, Netbooks, Tablets, IPads and  Computers   cannot   be  returned  or  exchanged  once opened  or unwrapped.
Again, we made an exception and advised her that was can accept It back with a restocking fee since In this opened condition we can no longer sell it as new.
Again.  She did not reply  and   she had not contacted  us again since.

These tablets were both NEW, just received them in from the manufacturer on 7/**/13 and more after that. We received and sold over 5,000 units and NO one has complained that this was not In English.
Again, this was customer's error, if this was the case then "she" must have hit something on It, either Intentionally or accidentally, to change it from English. This was customer's error
Once  again, I apologize but we can accept this back but only with a restocking fee as long as it can be returned according to our return
guidelines,     ****************************************


 

9/20/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I placed an order for a Pogoplug Pro NEW, I received a Pogoplug Video in very used condition. The Pogoplug Video has been recalled. This is not acceptable. I asked for a refund of $46.50 and not have to send the product back, because this product is worth nothing and I do not feel comfortable sending this back so they can sell it to some fool who doesn't know this item has been recalled by the manufacturer, Cloud Corp, for causing fires. The unit gets too hot and poses a fire hazard. PayPal has told me I have to send the product back with a tracking number to: **** * ************ **** ***** ***** ******** ** ***** USA. I did. But isn't it illegal to grossly misrepresent a product for sale on the Internet? I ordered this product through a website that sell other businesses products with them. The site I paid was ***********. But the product was sold to me by Adorama.

Desired Settlement: I am asking that I not only get my refund of $46.50, but it cost me $13.62 to send back a hazardous product. So I would like refunded $60.12. I have the receipt and the product shipping package insert I can send to you if you'd like.

Business Response: We had just received stock of over 3000 pieces that were called back. We did have 1 piece loft in stock from our previous shipment. I apologize that the one she received looked in used condition.

Back In the *** week of August, we had offered her a $5.00 refund if she wanted to keep it as Is (If It was not too bad) or If not. we would accept It back for a full refund.
She did purchase this from Adorama through buy.com which is now ************************. Had we received it back by us, Adorama, We would  have issued full refund.
I really don't know why she contacted PayPal or why they advised her to ship this to **** * ************ **** ***** ***** ******* *******. She hadn't contacted us with this lnformation, What is at his address? Are they repairing/replacing It for her?

If she has It back by her, we can send her a Prepaid UPS return shipping label via email so It won't cost her to return it to Adorama for Full refund of her purchase price of $46.50.

Business Response: Once again, I still have not received a reply as to  If she was refunded for this item or if she was sent a replacement.
We would have sent her a prepaid UPS label for her to return It to us for Full refund and we In turn would have returned it to the manufacturer for refund.

But If all she is looking for is a refund for her shipping cost to them, for 13.62, I can do that. Please advise ASAP and refund for $13.62 will be issued.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me and the matter has been resolved. U can credit me the $13.62, ASAP to PayPal. Thank you. 

Sincerely,

****** ****



 

9/19/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a Sony 47W80A TV from Adorama Camera through *********** on 8/*/2013. The TV was delivered by UPS on 8/**/2013 Tracking number: ****************** There was no physical damage to the Box or to the TV. When I installed the TV on 8/**/2013 I noticed white clouding on the screen which made it not possible for me to watch TV shows. I contacted Adorama on 8/**/2013 via email regarding the issue. I included photos of the TV with the complaint. Adorama Ticket# **************** As per their recommendation, I contacted sony and copied the same photos. Their response was that the TV is acting normal. Sony Case #********* Then I contacted Adorama, they said they cannot take return of the TV since they have an agreement with Sony to not take it back. Since now I am stuck with the TV, I contacted Sony executive customer care. They asked for pictures again. I sent those. Now the TV is not turning ON. Sony has a new case number ********* Sony says they are going to arrange a technician to look at the TV. Now I am stuck with a "Brand New" tv that does not turn on. Please have it returned either to Adorama or to Sony. Thank you

Desired Settlement: Return of the TV to either Adorama or Sony

Business Response: We are sorry to hear this Item Is not working as It should so soon after he received It.

Our return policy Is listed on our website:  ******************************************
TV Return Policy:
TV's Up to and including 47" All TV's up to and including 47" that are scaled in the original manufacturer box (never opened) may be returned within 30 days for a refund.
In the unlikely event a TV is defective the warranty  is to be handled thru the manufacturer.

I had called SONY to verify the Issue. They provided Case number: ********* "White spot on the screen Is Normal.  It's not defective
and therefore not a service issue.” I'm sorry, but per our return guide lines, this Is non returnable once opened,
Our purchase contract with Sony states that the seller, Adorama, are not to take back defective IVs to return to them but rather If there is an Issue with the TVs, Sony will cover this for the consumer.

I see, per this complaint hero, that they have now Issued o new case# ********* and they will arrange for a technician to look at the TV to determine the issue and if it can be repaired or must be replaced by Sony.
Once again, I apologize but we cannot accept this beck. It "is” covered by Sony for the consumer.

Thank you for your patience and understanding.

9/6/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Aug. **, 2013 My mother and I ordered an ASUS X550CA-DB71 15.6in laptop from Adorama Camera via ****** Marketplace, that was shipped to my school address in Greensboro, NC. Upon arrival, and shortly after opening the box and starting up the laptop, the computer immediately booted into the its BIOS system. I tried multiple times to exit out of the BIOS, to no avail, and called ASUS technical support to help me diagnosis the issue. I was told that my laptop, unfortunately, was D.O.A. (dead on arrival) and was instructed to contact the vendor who shipped it to see if they would simply replace the laptop. Since it was just purchased, it made no since to get it repaired before being able to use it, but shouldn't be a problem to ship the defective one back in place of a new, working one. I proceeded to contact Adorama Camera, and upon reaching customer service was informed that all they can do was have me return the laptop, issue me a refund, and reorder the laptop again. Since its ground shipping, the laptop wouldn't arrive expeditiously, which means I'd have to wait for the laptop to arrive, then be issued a refund, which would take 8 business days to process, then reorder the laptop, and then wait several additional days for the laptop to arrive. I'm in college, and just started graduate school. I ordered the laptop in advance so I'd have it to use for class. Plus, my mother ordered the laptop, so until the money is credited back to her account, I cannot purchase another laptop immediately. I told ******, that I cannot afford to wait a several weeks for another laptop, but he would only expedite the new laptop if I had my mother's card information and after the defective laptop arrived. I informed him that all I wanted was a replacement and not the hassle of reordering another laptop. When he was less than sympathetic about my situation, I just informed him to send me the materials to send it back, but that if I order another laptop, that I'll be taking my business and my $700 elsewhere to a much more helpful company. After ending the call with him, I still wanted to try and negotiate a replacement instead of a refund; so I contacted ****** as a mediator. The woman on the other line was very understanding of my plight and was trying to help me resolve my issue. She emailed Adorama, after I told her I contacted them with little to no avail, on my behalf, restating that I'd received a defective laptop and just wanted a replacement, as opposed to a refund. A copy of the email was sent to my mother's email as well. Later that evening, I saw the response from Adorama stating that ****** took care of the problem and that's there's nothing they can do. I'm not satisfied at all with the lack of help on Adorama's part. This is my first time ordering from this company, and already I can't imagine myself ordering from them again in the future. All I simply wanted was a replacement, instead of a refund. They would still get my $700 paid for the laptop, so long as I just got a new one in place of the defective one. I'm shocked that a company would be willing to lose a profit, despite a consumers repeated request to just have it replaced!

Desired Settlement: I simply would like to have the defective laptop replaced with a new one: same make & model. I would like to have the return label to be an expedited one, so they can receive the defective laptop immediately, and have a new one, also, expedited to my school address, since I ordered the laptop in advance for school, but am now delayed because of this unfortunate predicament. Not interested in a refund, just a replacement. Thank you.

Business Response: **** ***** **** **** ***** *** *********** ** ***** ** *****   ********   *****   ******** ********************* ************** ******************* * ******************** ********
For: ASX55QCADB7l ASUS 15.G"NOTEBOOK DK GRAY $699.00+ 15.42 shipping= $ 714.42

**********  **************** ***** from the following categories may not be returned:
Notebooks, Netbooks, Tablets, IPads and Computers cannot be returned or exchanged once opened or unwrapped.
If the above conditions are not met, Adorama has the right to refuse the return or charge a restocking fee.

Customer contacted us that this Is defective and a UPS return label sent Track# ****************** on 8/**/13 She had not dropped this off by UPS until today 8/**/13. (As per ups.com)
*****************



 ** ****** * *******   * * * ** ** *** *   ** ********** ***** ******* ********** *** ****** ** ******** ** **** *   * * ************* **  ***** ** **********  ********** *  * * ** * ********* ***** * * * ******** *   *** *   ********** ****************      * ** ** ******  ******* * *********** ***     ***
We can only process her return once: we receive it. Returns can take up to 8 days to process once we receive them but they generally only take 1-3 days.

Since she placed her order on ******, their policy Is that we can't process returns for replacement only refund.
However, we will be happy to sell her another one, either the some one (as long as we still have them In stock) or another one. She can either wait for her refund before she places a new order, or she Is free to order the new one now.
For now, l already Issued the refund for her shipping cost of $ 15.42.
Thank you for your patience and understanding.

9/3/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am not sure you can even help me but I am at my wits end. I ordered a netbook from this company and when I got it it was very slow and did not work as expected. When I tried to return it they told me that since the product had been opened they would not take it back. That is their policy (which I admit I was not aware of but I never expected this kind of no-return policy). I feel their policy is unreasonable because wouldn't I have to open the netbook to see if it worked as presented? Otherwise I'd be buying it sight unseen and I don't do that with almost anything. Now they have my $400 and I am stuck with a netbook that does not work as expected. It almost feels like a scam to me and I am very upset. I also asked ****** to help me and they said that since this was the seller's policy they could do nothing to help me. I have even thought about calling my attorney but I was advised to report it to you first. Thank you.

Desired Settlement: I just want to return the netbook and get my money back. :( It would also be nice if they changed their return policy so it was fairer to the buyer and not so one-sided for the seller. It's just an illogical policy in my opinion.

Consumer Response: When they contacted me in reply to my complaint, they said that the policy was there somewhere.  I did not see it but then I did not look for it so that very well may be the case.  I have bought multiple laptops/netbooks in the past and not one other company had that policy that I was aware of so I did not look to see what theirs was, and I assumed this company wasn't any different  (I've also ever had any issues with ASER products so it surprises me that this one was so slow and unresponsive without anything even loaded on it).  My main complaint is the unfairness of the policy, because as I stated before, how would I know if the product worked up to expectations if I did not open it and try it out?  Their policy is definitely set up in THEIR favor and not at all to the buyer's.  If it was a $25 game or something along those lines I would just chalk it up to a bad experience and move on, but this is a netbook that cost me $400 (including shipping and taxes).  They have my $400 and I have a netbook that does not suit my purposes at all because of this grossly unfair policy.

I would like to be able to return the netbook and get my money back, but I would also like to see their policy changed so it was fairer to the buyer and not what seems for them to be able to sell an unsatisfactory expensive product and keep the money.

Thank you.

Business Response: She sent an email thru ****** on 7/**/13 requesting to return this, as follows: Return reason: No longer needed/wanted
Buyer comments: Did not work like I hoped it would, very slow and did not have Word on It. Disappointed In the performance for the money I spent.

To which she received this reply: All returns must meet our return guidelines. Please review our full Return policy & Guidelines carefully.
!************************* ****************
lf you are returning an item that was received defective or Incorrectly and will require that we cover the return shipping cost, please submit your request thru the "Contact Seller" section on ****** to request a prepaid return label. We will not be able to reimburse return shipping costs. .If the Information on this email does not answer or address your Inquiry, please re-submit your Inquiry thru the "Contact Seller"  section on ******. Our representatives will gladly answer your questions,

She  then  emailed  us on 8/*/13 (*****************)  "I ordered  a  notebook  form  you  through ******;  However, I do not have the original packaging, can I still return  It? We  told  her that  It can't be  returned once  opened  (It was  opened since she no longer had the original packaging). She  also wrote:  I don't  understand, how would I know If I liked the notebook If I didn't try it.

We replied again: As we previously advised her, we cannot authorize the return of this Item due to the fact that It Is a non-returnable Item or does not meet our return guidelines. "'"'"'"'Returned products must be In brand new condition and have all original manufacturers packaging, materials, and accessories"" "' 

Our return Policy Is clearly listed on our website ******** ********** *************************** In the link we provided cusotmet In reply to her first email as well as on ****** at
*********** ********* *************** ******** ** ************    ******************************  **************** ******* ******************* ***** *** * * *****************************************" ... Returned products must be In brand new condition and have all original manufacturers packaging, materials, and accessories.... Notebooks, Netbooks, Tablets, IPads and Computers cannot be returned or exchanged once opened Or  unwrapped.
If the above conditions are not met, Adorama has the right to refuse the return or charge a restocking fee.

I'm sorry, but we cannot accept this back.


Thank you for your patience and understanding.
Respectfully

8/30/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 1st let me start by saying that I have had the worst experience with Adorama customer service people who hardly speak or understand English and the lack of concern for my order or my being a NEW customer. You can check by name and address I’ve recently placed a few orders two of which I’ve paid for and am waiting for them to arrive. I received a bluetooth device today and opened the box to find that the unit must have been a returned item and NOT New as I thought I was purchasing. Item was missing power cord, not wrapped up, missing the rack mounts for the sides and manual and cables. It did however have a manual for a receiver/amp that is not even for the product. I immediately called the customer service number and explained the issue and that I needed to return the item however, I wanted a NEW unit shipped out overnight asap once you could confirm tracking of the returning unit. I was told NO but only if I paid a 2nd time on my credit card! I advised NO. This rep **** was rude and said to return for a refund and I said I didn’t want a refund but a NEW product and explained the terms again. She again was rude. I hung up and called the sales line and explained the situation with the sales rep who immediately transferred me back to the same RUDE ****! I demanded a Manager. Was given ****** who advised she was sitting next to this person and she too refused to be of help. I advised I would be filing a complaint with PayPay and the BBB and she said that was OKAY? Really, I’m a new customer and this is how you treat me. It took me 3 times to get the managers email address. It's now 8/**/13 @ 9:20am and I called and spoke with **** ****** email: ***************** about the product and amazingly enough, same attitude. Wanted me to pay again and then wait to get my refund on a product that should have been NEW as advertised. He to is unwilling to work with me. I advised I ship back this unit today and after to please send a replacement. **** called me this morning and I had to pay for yet another unit which I did which was guaranteed for 2nd day delivery. I will have to wait for 10 days for a refund

Desired Settlement: I had to pay for yet a 2nd item and will have to wait for 10 days for a refund from the return!

Business Response:  lntOrd#: ******************** / Ord# ******** for: TEPBLUEDECK-TECHPRO BLUDEK RKMTBL 9LUETH AUOIORCVR
He claimed that he received one that had already been used. We gave him the benefit of the doubt we covered the cost to have this returned to us and sent him a  return label to exchange It at no cost. Since he needed the other one ASAP, he purchased the replacement on Ord# ******* end WE covered the expedited UPS 2 day shipping. We processed his return and Issued refund for the full amount of $52.95Jnstead of for exchange.
But after further review, this WM HQ! used/previously returned. We had NO returns on this Item In fact this came straight from the
manufacturer, stocked In and shipped to him.

His next order: IntOrd# ********************* / Ord# ******** for: TEPTUB75 TECHNICAL PRO PROFS AM/FM DIGITAL TUNER
Again he claimed It Wes used and he claimed we shipped the wrong Item as well. He claimed he received the TEPUREC7. We asked for photos but then again just we let It slide and gain we sent him o prepaid UPS return shipping label for him to return it at our expense again. Again once we receive this back, we will Issue full refund for the $99.99.
BUT,  again, this TEPTUB75 was NOT used/previously returned as was had NO returns on this Item. Neither was the TEPUREC7
used/previously returned as neither on this had we had any returns.

He hos one other order with us Ord# ******** 08/**/13 drop shipped by: ODYSEY INNOVATIVE DESIGNS ODASC4 ODYSSEY 4 SPACE CLAMPNG RK SHELF this one he accepted delivery for
ODARS<- ODYSSEY 2 SPACE RACK SHELF 14.5" This one he changed his mind and did not want. I advised him over the phone that I would call him right back if this Is to be returned to the manufacturer or to us. I called back within 2 minutes and told him "Not" to return this to them but rather to Adorama. I also replied to his email which was sent later, where he said he would just refuse It, I again told him not to. But, he did not want to pay for return Shipping so he Just refused the delivery.
Once we receive the credit notification from ODYSSEYINNOVATIVE DESIGNS, we will issue refund on this as well. ******************* ***********************  Items that qualified for free shipping that are being returned will have our standard  shipping charges deducted from the refund or credit. That return shipping cost (the cost to send an Item back to us) Is not refundable.

 
Thank you for your patience and understanding

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

[Your Answer Here]

 

 **** & ****!
 
I have in my possession copy of a letter you sent to the BBB in which you told a couple of lies to cover yourself and I have pictures and an eyewitness to the boxes and merchandise as I have received it and while I’ve opened it up!
 
1st you state the 1st piece of equipment you sent me and was returned back was NOT used?  How can you LIE when I took a picture of it with a scratch on the front, no manuals, no manufacture seal and a bent rack mount on the right hand corner!  Wow, what business practices!  You also failed to mention to Sabina at the BBB that you told me I had to either wait a week to get the other one back in order to do an exchange or I’d have to purchase another unit and use a separate label so the funds would go back on my cc and not paypal!  I have your emails stating all this which I will be sending to the BBB today along with pictures of all merchandise!
 
Next, You also failed to tell them that you TOLD ME to refuse the package and it would go back to the manufacturer and you told me once you could track it as being refused I’d get a refund the same day of 29.99.  Later your entire story changed and you said no you had to wait for the manufacturer to issue a credit to you and then I’d get a credit. You also 1st stated in an email that a restocking fee might apply.  I advised I was not paying a restocking fee.  You sent an email later stating you would waive the restocking fee and I would receive a full refund.  What you fail to realize is that the conversation was recorded on my end so you can’t dispute what you told me as I have that as proof!  I had even told you during that recorded conversation that I was not at home and would not be able to do it and you tried to figure out which package it was during this same conversation on the phone and you could not either.  I finally tracked both number and weight and called my friend who signed for the 1 package and told him what tracking number to refuse.  It wasn’t until after you decided to call me (which I never received a call)  and emailed to NOT do this and to send it back and I told you then it had been done!
 
So far I’m out 99.99 and 29.99 with your company!  I feel as though your company has been very unprofessional as well as yourself, especially after reading this letter you sent to the BBB to try and put all this off on my.  As I stated to you, I have a 5 Star rating with ****** and with **** and I’m happy to share this as well with the BBB.  I have lots of positive responses from vendors I’ve made purchases with in the last 6 months and not 1 complaint from any of them.  I’ve only had issues with you and your lack of “Good Customer Service” especially to a NEW customer.  As I stated before I want my money, I will never shop with you again and I see you have over 100 complaints logged!  I should have checked you out 1st and shame on me!  If you are going to put anything in writing to anyone please make sure to state correct and factual information and nothing less!
 
I have asked numerous times for the Main managers name and number and am always put to you!  Also, here is the tracking number for the item:  ******************
 
Again, I will be sending all of the pictures I’ve taken to the BBB so they have them for the file!
 
Here is just one email that I received from you for the BBB to read:
 
***** **** **************************** ***** ********* ****** *** **** **** ** *** *********** ****** *** ******** *** ** ***** **** ** ******* ****** **** ** *******   ***** ** * *** *** ****** ** * **** ********** ***** ** *** ** **** *** ** ****** *** ******* *** ** ****** ** ** *** *** ******* ** ** ***** ****** ** ****** *** **** ** ******* *** ****** ******* **** *** ************* *** ******* ********** **** ***** *** ****** *** **** ******* ***** ***** ** * ********** **** ***** *** **** ** **** *** ****** **** **** *******   **************************************** ***** ****** ***** ** ** ***** ******** **** ***** ** ******* *** ******* *** **** ********************** ** ** ********** ** ****** ************ **** ** **** ** *** **** *** ****** ** **********   ** **** *** * ***** *** **** ****************** *** ** ** *** **** *** ********* *** *** ****** ** ****   **** ** * ***************** ******** ******* * ******* **** ** **** **** ****** *** ***** ** ***** ************ *** **** * *** ************  
 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** **********




 

Business Response: I apologize for all the misunderstandings between us.
 
Adorama did not receive any returns on these items.
As I explained to you over the phone, (given the above information) that I can’t understand how you received used ones.(1st order *********** and the 3rd order ********)
But since you did tell us that they had arrived in “Used” condition, we did send you the labels to return them. I’m sorry I troubled you for those photos but since it was so confusing as to how you received these as you did, we needed photos (as we always do ask) to clarify what you did receive.
 
Unfortunately we do need the items back to process returns for either reship it or issue refund for it.
 
Being that you did not want to wait for the replacement of the *********** $52.95, you paid for the new one with your card and when you sent back the defective one, we issued refund back to your card.
 
Then on the order with the ****** $29.95, I did say at first that perhaps you can just refuse it. But you told me that you don’t’ know which package it was. I then told you that I would check with purchasing if this needs to be returned to the manufacturer or to Adorama and that I would call you right back. I called you back within 2 minutes and left a message to return it to Adorama. I’m sorry if you did not get this message on time nor my reply to your email where you stated that you will refuse it, before you actually did refuse it.
So, even though they are charging us a restocking fee, we are not charging you as apparently it was not clear as to where to return it.
 
I’m sorry but perhaps you misunderstood. I never said you would get a refund that same day if you refused it. I did say you would get a refund but I did not say that same day.
We always wait for the credit invoice from the manufacturer for us to issue the refund.
 
 
*********** $52.95 was refunded.
 
******** $99.95 will be refunded when we process your return (per our website: Please allow up to eight business days after we receive the package for your return/exchange/refund to be processed) but I’ve already emailed our warehouse to try to find it ASAP the day it arrives & to pull it and process your return that same day.
This should be refunded by Monday 8/**/13 or do you want a Replacement instead?
 
****** $29.99 will be refunded as soon as we get the credit invoice from ODYSSEY INNOVATIVE DESIGNS. This is due to be delivered to them on Tuesday 8/**/13 and processed the next day Wednesday 5/**/13. I will call them again on then for the credit invoice so we can process your refund that same day Wednesday 8/**/13 as well.
Normally Items that qualified for free shipping that are being returned will have our standard shipping charges deducted from the refund or credit but we are not deducting this either.
 
 
 
 
 
**** ** | *****************
Customer Service | Adorama Inc
** **** **** ****** *** ***** ** *****
###-###-#### Ext **** | Fax ###-###-####

8/14/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Dear Madam/Sir: This 'bait & switch' issue with Adorama has occurred twice now over the past two (2) years. This past time *** gave me a 'firm', 'exact', written quote by email of $900.00 for a Camera Lens: a Nikkor 17-35mm f/2.8. I then drove two (2) hours into NYC at their place of business. At the "Used/Buy Desk" Andy then on 8-**-13 ignored the written quote, mentioned a 30% discount and offered me only $680.00 or 24% less than quoted by ***. In addition, *** mentioned that I could realize an additional "8% towards a trade". I learned from ****** at Adorama also on Sunday, the **** of August, that the "8%" means that I will not need to pay any New York sales taxes! I consider this also to be misleading and dishonest. Thank you. Regards, ***** ******

Desired Settlement: I expect $900.00, as quoted by ***, for the lens. *** will tell you that he 'verbally' quoted another number by telephone. He no longer wished to put anything in writing. Unfortunately, as I told ***, Adorama, he and their sales people are a bunch of thieves.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

****** ******



 

8/8/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On 7/*/2013 I purchased a Sony NEX-6 camera and 16-50mm Sony lens as a bundle from Adorama.com for $1098.00 and the $99 Mack 3-year Diamond Warranty which was offered on the same web page. As I have made other camera purchases and accompanying extended warranties, I felt it is reasonable to assume that the warranty offered covered the package of the camera and lens. When I tried to register both at the **** *******, I was informed that the warranty I purchased was only sufficient to cover the camera and not the lens. My extended email correspondence, shows that Adorama's representative, **** *. maintains that they are not required to do anything... The "error", as **** *. explains may have occurred because they were in the process of lowering the price of the camera/lens package into the range covered by the $99 warranty. Because they price dropped so soon after I purchased the camera, **** * offered $100 in store credit, which would still require that I further outlay cash for the appropriate warranty. Considering what I regard as a deceptive practice (offering an insufficient warranty product for the item combination I purchased), and the intransigence of Adorama's customer service to rectify their "error," I find dealing with this company to be a consumer nightmare I do not wish to repeat or to have happen to others.

Desired Settlement: I don't want store credit. I want both my camera and the lens which I purchased as a package for $1098.00 to be fully warrantied for accidental damage, defects in manufacture, etc. as Adorama's website implied by offering the $99.00 extended warranty from Mack, and I expected to be purchasing. Since the window for registering the warrant will expire before this in dealt with, Adorama may have to make good on it themselves. How do I attach the series of emails I exchanged with Adorama? There had been a way to include documentation in the past???

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me and the matter has been resolved.

This seems to have been a matter of the costumer representative. The Adorama  manager, **** *, was very gratious and prompt in resolving this problem. Iwill receive the appropriate warranty for the camera I purchased at no extra expense. I was surprised when the mistake was not acknowledged , but once I got the manager, Adorama responded as I thought they would have.

I am very satisfied.

Sincerely,

***** ********



 


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