Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/07/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sold gear to KEH and they use Dash Solutions to make the payment. They owed me $3977. That system would not allow me to transfer the total amount to my bank account. I first transferred $2500 on June 4th which I never received. The following day June 5th I transferred the balance of $1477 which did transferred. I have contacted them many times including calling them without them once replying to me if they were checking the problem or what it might be. When I called they transferred me to voice mail without ever returning my call. I can prove by my bank that it never received the $2500. I want the $2500 they know they owe me. I am not looking for anything more than that. Had they bothered to respond to me i would not have filed this complaint.

  

  Business Response

  Date: 06/10/2025

  Hello ****,

  Thank you for bringing this to our attention and for your patience as we worked through the issue. We sincerely apologize for the frustration and lack of communication you experienced regarding the missing payment.

  Weve reached out to Dash and they advised that the issue with the $2,500 transfer has since been resolved.  A payment for $2500 was sent on 6/05/25 and returned on 6/07/25. A new payment was sent on 6/09/2025 successfully. Please let me know if you need further assistance. We understand how concerning this situation was and truly regret the inconvenience it caused.

  I have shared your feedback with our Manager of Customer Support to review and help us improve.

  If there is anything further we can assist you with, please dont hesitate to reach out directly.

  Sincerely,

  *****

  Customer Answer

  Date: 06/10/2025

   
  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.
  KEH is a great company that took care of getting my payment to me. The issue was more with the company that handled the payment. I appreciate their efforts and will continue to do business with them.

  
  Sincerely,
  
  **** Page

• Initial Complaint

  Date:06/05/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a quote from KEH for photography equipment. I submitted the equipment and received an offer from KEH, on June 3, for $1,527, which I accepted online, June 4. I chose to receive a digital payment (rather than credit) and was shown a photo of a card but when it was time to select how I wanted to receive that payment I received an error message. I called KEH and they said I needed to call the company that handled their money transactions, ************. I called on June 4 and they said their website was probably being maintained and I should call back in 2 hours. I called back later in day and they said they couldn't transfer the value of the digital card to me because it was not an option on that kind of card. I asked to speak to a manager who reiterated that. They said I needed to call KEH for any more information. On June 5 I called KEH and was told that it looked like I would be getting a check in the mail. I asked when and was told that I needed to call Dash Digital for details, that the case was closed as far as they were concerned. I called DASH and they didn't know anything about a check. They submitted an application for reimbursement which is subject to approval in 10 days. They said to call back then and see if it was approved. I should not have 10 days of tension to worry and whether the money that is owed to me is approved. The KEH *** said they could not do anything on my behalf, even though they have the equipment that I sold to them. Please help!

  

  Business Response

  Date: 06/10/2025

  Hello *****,

  Thank you for bringing this to our attention, and please accept our sincerest apologies for the frustrating experience you've had with receiving your payment.

  
  We understand how important a smooth and timely transaction is, and we are truly sorry for the confusion and stress this situation has caused. We recently implemented Dash Digital as a payment method in an effort to improve flexibility and efficiency for our customers, but unfortunately, we are still working through some unexpected technical and communication issues in the process.

  
  Ive reached out directly to our Manager of Customer Support if you are able to receive a ***** Envelope at your address, we can issue and send your payment via check through ***** to ensure you receive it securely and promptly.

  
  Please let us know if that works for you, and well make arrangements right away.

  
  Again, we deeply regret the inconvenience this has caused, and we appreciate your patience and understanding as we work to resolve this as quickly as possible.

   

  Thank you,

  *****

  Customer Answer

  Date: 06/14/2025

   
  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.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:05/25/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm writing regarding quote #**********. According to ***** tracking, you received my shipment on Monday, May 19. On Wednesday, May 21, I called to request that the lens be returned to me, as I had changed my mind and no longer wish to sell it. I was informed that the process could not be stopped and that your technicians were required to remove, evaluate, and quote the item regardless of my request.I followed up with two additional calls and received inconsistent responses. Despite my clear communication that I no longer intend to proceed with the sale, I was told the evaluation process would continue regardless. Frankly, this feels unnecessary and contrary to good customer service.Given that Ive already withdrawn my intent to sell, the most appropriate and low-risk solution would have been to return the package to me unopened. If necessary, you may open the outer shipping box for verification purposes, but the lens itself should not be tested, handled further, or removed from its protective case. Please reseal and return the package to me promptly.This is an expensive, heavy, and delicate item. Unnecessary handling increases the risk of damage, and since you will not be purchasing the lens, I have no confidence that it will be handled with care and returned in the condition I sent it. The more it's handled, the more that risk grows and this is an argument neither of us wants to get into.Additionally, I must express my disappointment with the customer service I received. Of the three representatives I spoke with, two were ****, dismissive, and unprofessional. I also sent an email on Thursday and have yet to receive any response. At this point, I simply want my lens returned the full shipment, including the hard case and key. I am willing to pay for expedited return shipping with signature confirmation.Frankly, this situation feels as though my property is being held against my will. I ask that you resolve this matter promptly and professionally.

  

  Business Response

  Date: 05/27/2025

  Hello Qi,

   

  Im very sorry to hear that your experience with us so far has not met your expectations.

  
  I completely understand that youve changed your mind and would now prefer to have your lens returned without proceeding with the sale. However, to ensure the integrity of our process and maintain accurate documentation, we are required to complete a standard evaluation on all incoming gear, even in cases where a customer decides not to proceed with a quote. This step is important for verifying the items condition and ensuring it is returned to you exactly as received.

  
  Please rest assured that our technicians are highly trained to handle all items with care, and we will take every precaution to minimize handling and return your lens in its original condition. Once the evaluation is completed, we will move quickly to coordinate the return of your equipment.

  
  We understand the importance of this item to you, and were committed to resolving this matter as smoothly and professionally as possible. I apologize again for any inconsistent communication youve experienced, and Ive shared your feedback with our team to ensure we improve going forward.

  
  Thank you for your patience and understanding. If you have any further questions or would like to confirm shipping details, please dont hesitate to reach out.

   

  Regards,

  
  

  Customer Answer

  Date: 06/02/2025

   
  Complaint: 23376854
  
  I am rejecting this response because: you did not address my concerns, also you did not even make a proper return. I was told several times that return package will require signature for delivery if I live in an apt building. I even called right at the beginning of the shipping to confirm that it requires a signature because I am living in an apt building. Guess what, according to ***** tracking info, no signature is required. And indeed the package was just dumped on the mail room floor like any other packages. I only picked it up promptly because I work from home today, otherwise it could have been stolen by others. The box is also flimsy, torn, and tattered in the corner -- evidence of lack of care. Also, I told you early on I did not want to sell, that you should not tempered with the lens cover, and of course you took it off anyway. Are you automatons, just following "procedure" without having a thought in your head? What else have you done to my lens?!!! I am testing it this pm and if it malfunctions in any way, I will not let this rest. I have sold multiple lenses to you before and if you had treated me right, I would have sold you other gear in the future. I want to remind you that you are not the only game in town. This is LONG TERM business. I would rather lose money selling to others than to you in the future, for your rudeness, for you stubbornly ignoring customer will, for you callousness with customer's property. 

  
  Sincerely,
  
  ** **

  

  Business Response

  Date: 06/02/2025

  Hello Qi,

  We apologize that your package was delivered without a signature, especially after you were told otherwise. This was not in line with your expectations or ours. We take this feedback seriously and will be sharing it directly with our Director or Customer Support Manages and Warehouse Operations Manager to ensure better coordination in the future.

  
  Regarding the evaluation of your lens: while we respect your request not to proceed, our process requires that any item received must be evaluated in order to confirm its condition before we can return it or finalize a quote. Once the package is in our possession, we are obligated to complete this assessment. This protocol is in place to protect both you and our team, ensuring we handle all gear responsibly and consistently. We also regret that the condition of the return packaging did not meet your expectations. While transit conditions are beyond our control, we do package the items carefully to ensure your gear is secured during transit. If you notice any issues with the lens during your testing, please dont hesitate to reach out.

  
  You've been a valued customer, and we deeply regret that this experience has caused you to reconsider working with us in the future. We truly hope to have the opportunity to regain your trust.

   

  Sincerely,

  KEH Camera

   

  Customer Answer

  Date: 06/02/2025

   
  Complaint: 23376854
  
  I am rejecting this response because: you also removed the serial number sticker at the base of my lens and you never put it back. Now my lens has NO easily available serial number which makes it all that much harder to sell. Why would you even peel the sticker? What's the point?! I certainly did NOT do it myself!!!

  
  Sincerely,
  
  ** **

  

  Business Response

  Date: 06/12/2025

  I am very sorry the sticker with the serial number was removed! We did notate the serial number as *******.

   

  I apologize for the inconvenience and have shared your feedback with our VP of Operations.

   

  If there is anything else I may assist with, please let me know.

   

  Regards,

   

  Customer Answer

  Date: 06/12/2025

   
  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.
  
  Sincerely,
  
  ** **

• Initial Complaint

  Date:05/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/6, I accepted a $509 quote for my used Fuji XT4 camera body. I was told that the only form of payment was a paper check. I said I was very surprised some type of electronic transfer wasn't used. ****. Only paper. So, as I am on the road, I gave my friend's Prescott, AZ address for the check to be sent.On 5/13, I called since I had not received the check and was told Venmo could be used. What? The agent said he would cancel the check and credit my Venmo account in ***** hours. Great.On 5/14 at the end of day, I called again since there was no Venmo payment. THEN I received this email: "Our system shows that the check for your payment was mailed out on May 15th to the updated address." WHAT?? Never mind the fact that this was completely the opposite of what I was just told but this email used past tense for May 15th which was in the future!On 5/16, I called again for the Venmo payment and expressed great concern for the obvious mixup and lack of payment. And again I promised the ***** payment would be made. I said I would file a complaint with BBB if monies were not received by end of day.On 5/17, I checked the KEH link associated with my sale only to discover "PAYMENT PROCESSED" with no further info on date, method of payment, etc. When I click on my Quote ID, it transfers to another Quote ID of *******. I have no idea what this is.Their tracking system seems either non existent or completely dysfunctional. I cannot find the original quote on their web page! The agent i spoke to couldn't even track my communications history!I'll also add that KEH canceled THREE pre-sales zoom sessions before we successfully met.I thought this was a reputable company but now I have great concerns! There's some serious mismanagement going on!

  

  Business Response

  Date: 05/21/2025

  Hello *******,

  
  Thank you for sharing your feedback. We sincerely apologize for the delay in receiving your payment and for the confusion you experienced throughout the process.

  
  We are currently transitioning to a new system to improve our service, and during this migration, some communication and tracking issues have occurred. We regret that this impacted your experience.

  
  Our accounting team confirmed that your payment was sent on Monday. We experienced a systematic error which delayed payments. We understand this should have been clearly communicated and apologize for the conflicting updates you received.

  
  We also regret the canceled Zoom sessions and the difficulty you had accessing your quote and support history. This is not the level of service we aim to provide, and we are taking steps to ensure it is addressed.

  
  Thank you for your patience, and please reach out directly if you need further assistance or payment confirmation.

   

  Regards,

  *****

  
  

• Initial Complaint

  Date:04/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company does not care at all about customers. What I ordered from them is not what I expected to get and they informed me that I would Have to pay return shipping plus $25 return fee which I was not aware of. Just because the product wasnt damaged, its on me to pay all that for something that is not what I ordered. I feel like Ive been taken advantage of by this company and that they dont care at all about customer trust

  

  Business Response

  Date: 04/16/2025

  Hello *******,

  
  Thank you for reaching out and sharing your concerns. I'm truly sorry to hear that your experience with us has been disappointing. Thats never the impression we want to leave.

  
  Regarding our return policy, you can find full details in our FAQ section **************************************. As noted in your message, you mentioned the item was not as expected. If there was a defect or an error on our part, were more than happy to provide a return label at no cost to you and waive the return processing fee.

  
  Wed like the opportunity to look into this further and make it right if something went wrong on our end. Please dont hesitate to reply with more details or photos if applicable, and well be glad to assist.

   

  Regards,

• Initial Complaint

  Date:04/01/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had my Nikon D850 camera appraised, but I was not satisfied with the price and requested a return. However, when I opened the box, I found a battery charger I had never seen before, and the original genuine charger was missing. Since the charger was swapped, I am unable to send it for appraisal elsewhere.

  

  Business Response

  Date: 04/02/2025

  Hello Mai,

  
  Im sorry to hear that you did not receive your charger with the returned shipment. Thank you for bringing this to our attention.

  
  When we receive a shipment, we open the package and place all received items in their designated bins. Technicians are only allowed to review one bin at a time to prevent mixing up gear. I apologize that you did not receive the same charger. I have shared your comments with our VP of Operations for review.

  
  We can send an OEM replacement charger. Could you please confirm the shipping address?

  
  Let me know if you need anything else.

  Thank you,

  Customer Answer

  Date: 04/02/2025

   
  Better Business 

  Thank you for your prompt response. If you can send the original charger, that would be fine.

  I received a charger from a brand Ive never seen before instead of my original one. What should I do with it? Would you like me to send it back?
  
  Please see the attached photo for reference.
  
  Sincerely,
  
  *** ****

• Initial Complaint

  Date:03/25/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order of a Canon R5 **** II, the one was shipped via ***** requiring a signature. On Monday March 17th the camera was supposed to be delivered with a driver named *****, the one falsely signed misspelling my name and let a $4,707.41 camera God knows where. I contacted ***** and Keh costumer services right away to inform about the situation.A week later a received an email from Keh basically saying, well sorry! ***** says they contacted the driver and said he handed to and signed by a woman who appeared to be of Spanish descent, with medium-length brown hair. I DO NOT HAVE BROWN HAIR and he is lying asking his job. KEH is like reported to your homeowners insurance without more information. Not an investigation from their part, requiring a photo or something. A police report had been submitted immediately. This is the WORST experience ever. Not a single extra way of securing or helping. I used KEH Camera many times to buy my equipment and this is beyond frustrating.

  

  Business Response

  Date: 03/26/2025

  Hello *******,

  
  Thank you for reaching out to us, and we sincerely apologize for the frustration and inconvenience youve experienced with the delivery of your Canon R5 **** II. We fully understand how important your order is, and we are truly sorry for the distress this situation has caused.

  
  We want to assure you that we take these matters very seriously. Following your initial report, we immediately filed a tracer case with ***** to investigate the delivery of your camera. According to ****** findings, they determined the shipment was delivered to the correct address based on the coordinates provided. We understand this is not the outcome you were hoping for, and we deeply regret the confusion.

  
  Additionally, ***** contacted the driver, who indicated that the package was signed for by a woman with medium-length brown hair, who appeared to be of Spanish descent. We acknowledge that this description does not match your own, and we understand your concern. If you are able to provide any footage, within the time frame of delivery of 11:35AM, photos, or additional evidence supporting a misdelivery or other relevant details, we would be more than happy to reopen the case with ***** for further investigation.

  
  While we understand that the situation has left you feeling unsupported, please know that we are doing everything within our power to assist. As per our current policy, we have advised that you may need to submit a claim to your homeowners or renters insurance, but we remain committed to ensuring that you are fully supported throughout this process.

  
  We recognize that this experience has been incredibly frustrating, and we sincerely regret that it has impacted your trust in KEH. If you have any further questions or need assistance in obtaining additional information, please do not hesitate to reach out. We are here to help and want to ensure that we can resolve this matter to your satisfaction.

  
  Thank you for your patience and understanding, and we hope to find a resolution as quickly as possible.

  Regards, 

  Customer Answer

  Date: 03/26/2025

   
  Complaint: 23116202
  
  I am rejecting this response because:

  Im more than happy to provide the full day recording from my ring camera but its not allowed the full footage here. At first I thought my camera stopped working but then I realized how the last guy went up and then got down with stuff a couple hours later and you cant see someone at my door or someone signing. 
  I have long ****** hair and not close to the description the driver gave. 
  Signing as TTEYDA when since 1991 my name its not spelled that way.Since 1993 I learned how to write my name correctly.
  I get a lot of packages and every time that something requires a signature they knock the door and if no answer a note is left. The driver either left it the wrong place, signed himself or something else but to my door he never was. 
  So low and bad way of management from both companies to be more in the oh sorry deal it with your insurance company so they can pay for our mistakes. The nerve to assume that all the people have coverage and not theyre as huge companies.
  A police report had been submitted and accepted by ****. I just want my camera or money back and YOU should deal it with your insurance company. Shame on all of you .
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 03/27/2025

  My apologies, the correct time of delivery was 4:35 PM, according to tracking # ************. The screen recordings provided do not cover that time frame for 03/17. Could you please provide footage from that time? If you do not have it, we recommend reaching out to neighbors to see if they captured the delivery. You may also email me directly at ***************************** if you are unable to send it here.

  
  We understand your frustration and are sorry you have not received your package. The driver will ask for the name of recipient which could be why the name has a slight misspelling. Since the package was marked as delivered and ***** provided coordinates that match your address with their final scan, our policy directs us to ask you to file a police report. You can then file a claim with your renters or home insurance for the stolen package.

  
  If there is anything else I can assist you with, please don't hesitate to let me know.

  
  Thank you,

  Customer Answer

  Date: 03/27/2025

   
  Complaint: 23116202
  
  I am rejecting this response because:

  Ill send you the full video if youd like to your email but thats were you can see that theres no ***** delivery. Ill try to obtain the full name of the driver to be able to give it to the police. 
  

  And thats not true at all. Do you think this is the first time a receive a package with a signature required? They request for the signature first give you the thing and then the package. Its incredible youre willingly on defending the driver like if its your kid and accusing me of laying and me being the ones going trough all this inconvenience that I was a client from keh since years.

  Last camera I got the driver even called me to make sure it was ok to leave it with a neighbor because he didnt wanted to because he never knock my door. If you are capable of obtaining the drivers full name Im more than happy to proceed legally against him if necessary.

  You saying me to figure it out when you know they will never cover the full amount because for them thats your responsibility as a business. You deal it with your insurance. 
  

  The worst business and costumer service. 

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

  

  Business Response

  Date: 03/28/2025

  Hello *******,

  
  We can reopen the case with ***** if you are able to provide footage from the delivery time frame. The videos you have provided do not include that specific time. Please email the footage to ***************************** or reply to the correspondence with ********* and we will be happy to assist you further. If you do not have the footage, we recommend reaching out to your neighbors to see if they were able to capture the delivery.

  
  I do not have access to the delivery drivers name, but I recommend contacting ***** directly for that information. I apologize for the inconvenience!

  
  Please let me know if you need anything else.

  
  Thank you,

  Customer Answer

  Date: 03/31/2025

   
  Complaint: 23116202
  
  I am rejecting this response because:
  

  I sent an email to ***** as well, I was able to get screen recording of my ring doorbell. I don't have it under my account and was able to request it. After checking the time stamp the ***** driver said it was delivered still doesn't show any movement, knocking or anyone leaving a package at the door. The 2 videos are one after the other.
  I'll be adding this to the police report as well and I prefer responding here, I'm completely disappointed on how this was resolved by both parts. I record while I asked my neighbors as well saying they didn't sign for any package. Let me know if you'd like those videos as well.
  
  
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:03/23/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sold camera equipment to the company in good condition and haven't been paid in months. They keep stalling and lying about sending me payment. Others have experienced this too, and have never been paid.

  

  Business Response

  Date: 03/24/2025

  Hello *****,

  
  I am very sorry to hear that you have not received your check payment. We apologize if we did not properly set expectations regarding when the check would arrive.

  
  We sent the initial payment via **** on 02/28. Transit time may take up to three weeks. If the check is not received within 15 business days, we will reissue it via *****. Please note that accounting may take 12 business days to reprocess the payment.

  
  ****** requested that the check be reissued with ***** 2-day shipping on 03/20. Accounting has printed the check, and it will be shipped today. Once tracking is available, I will send it to you via email.

  
  If there is anything else we can assist you with, please let me know.

  
  Regards,
  *****

  Customer Answer

  Date: 03/24/2025

   
  Complaint: 23105254
  
  I am rejecting this response because:  **** does not take 15 business days to get a letter from ******* to *********  You are lying.  You did not ever mail a check at all.  The ***** check has not come either, and it is now 3/24/25.  If I do not receive payment within the next two days, I will find some way to contact your superiors at KEH to continue this complaint.  I will not allow you to steal the monies owed to me and others under the cover of lies.  There are people at your company who are more than likely stealing checks and cashing them with phony signatures. I am not the only one who has been swindled.  This should come to a stop, and people should not expect money for no work or service.  It's unethical and illegal.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 03/25/2025

  Hello *****,

  We truly understand your frustration and concerns regarding the delayed payment, and we want to assure you that we take this matter very seriously.
  
  Typically, **** shipments have a transit time of 37 days; however, we have seen some shipments take up to 15 days for delivery. After ************************************** the mail and will reissue it with ***** shipping.
  
  Your check has been shipped with overnight delivery. Here is your ***** tracking number:880031235318.
  
  Our accounting team researches whether the original check has been cashed before reissuing a new one, which is why it may take up to 2 business days to process the reissue. The previous check was not cashed and has been voided.
  
  If you know anyone who has not received payment for their quote, please have them reach out to us so we can resolve the issue.
  
  Please let me know if there is anything else I can assist you with.
  
  Thank you,

• Initial Complaint

  Date:03/22/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I tried to buy a camera lens on this website. It gave me some code error so the checkout process would not complete. My bank account was charged 4 times in the amount of $108.25 equalling a total of $433. This is causing me to be late on my credit card payments and utilities. Im told I have to wait 5 days or so for a refund. Not acceptable. I cant pay my bills due to this companies errors.

  

  Business Response

  Date: 03/24/2025

  Hello ******,

  
  I completely understand your frustration, and Im truly sorry for the inconvenience and stress this has caused you. After looking into the situation, we identified a system error that led to the multiple charges. Please know that weve processed the credits for the duplicate charges this morning. While banks typically take a few days to reflect the funds, weve done everything on our end to expedite the process.

  
  We know how important it is to have access to your funds, and we truly regret the impact this has had on your ability to pay your bills. If you have any further questions or need documentation for your bank, feel free to reach out. Were here to help.

  
  Again, were very sorry for the trouble, and we appreciate your patience and understanding.

  
  Best regards,

  *****

• Initial Complaint

  Date:03/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought a used camera from them rated excellent condition, when it in fact had a shutter flaw. We received an RMA Exchange for for a replacement this is the first time sent back, they got camera and said smelled like smoke and refused to do the exchange even tho was defective from day one also in the policy nowhere states about smoking or non smokers ect, they kept the camera a week and said there was no issue and sent back took another week to get back, after taking 3 shots the shutter curtain was doing the same exact thing contacted immediately and was sent out a new *** FOR EXCHANGE this time they claimed they didnt have any to exchange with when on the website there is 1 available, now they start pushing to repair this camera instead of exchanging and said would take up to a month to return back the camera has been down now for well over a month and missed a shoot with it and lost money and my reviews tanked. So we filed a claim with affirm who we financed it through for a refund at this point since they are trying to just push a repair. Then another call from KEH. The woman we where dealing with was pulled from case because of affirm claim we where sold an excellent condition rated camera that was flawed bad, now a man calls and proceeds to just argue about the camera and all is stopped at this point because of affirm sending them the complaint he is trying to downgrade cosmetic condition say smelled of smoke which is not true the second time it was returned there where zero smells at all they are using the first return as an excuse to not exchange the guy who just called had a very bad attitude and did not care about the customer at all and we have been a customer since 2006 so by the end of the call he is all out refusing to exchange or repair now until we drop the affirm claim all we ever wanted was a good working camera and to keep a good relationship with them at this point I would just like to get a replacement camera or a complete refund!

  

  Business Response

  Date: 03/19/2025

  Hello ********,

  
  I am sorry to hear about the issue you are experiencing with your gear. We understand your frustration, and I sincerely apologize for the inconvenience youve encountered throughout this process.

  
  The camera was purchased on 12/02/2024. On 02/21/2025, we initiated a warranty exchange. Upon delivery, on 02/27/2025, the package and gear had a heavy smoke smell. We noted this and advised the ** team to reach out and inform them that a return processing fee may be added if we were unable to remove the smell, as it was not in the same condition as when it was sold. On Friday, 02/28, you reached out and were advised of the status of the exchange, and we were waiting for the smell to resolve.

  
  On Monday, 03/03/2025, you requested that a manager reach out. ****** sent the request, and then you asked for the gear to be returned so you could resolve the issue yourself. We sent the gear back, and it was delivered on 03/06. On 03/07, another warranty repair was initiated. When the gear was received, it still had a smoke smell. Smoke particles can penetrate the camera's internal mechanisms, including the shutter, and cause problems with their functionality. This was not the same condition it was sold in.

  
  Unfortunately, we were unable to exchange it for another EX unit and offered a repair instead. Repairs can take 2 to 4 weeks, depending on the issue and parts. If you would like to proceed with the repair, we would be happy to assist, or we can return the gear.

  Since a dispute was filled with Affirm, we have to wait for their investigation to be completed before we can move forward. Once you receive the decision, please let us know how you would like to proceed.

  
  If there is anything else we can assist you with, please let us know.

  
  Thank you,