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:07/21/2025

  Type:Billing 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.

  Do not sell to this company from *******If you select cash as payment over store credit, you will be paid with an online gift card with no way to transfer the funds to your bank account. Customer support confirmed that transfering the funds to a ************* account is not possible. This has been an awful experience and I will only be dealing with B&H and local businesses in the future.

  

  Business Response

  Date: 07/29/2025

  Hello N,

  We're very sorry to hear about your experience and truly apologize for the inconvenience caused. While our standard cash payments are issued via digital gift card, we understand this did not meet your expectations, especially with the limitations for ************* transfers.

  To help resolve this, we have sent a physical check for the full amount. We appreciate your patience and hope this helps make things right. Your feedback is important, and well continue working to improve the experience for our Canadian customers.

  
  If you have any further questions, please don't hesitate to reach out.

  Thank you

  
  

  Customer Answer

  Date: 07/29/2025

   
  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,
  
  N N

• Initial Complaint

  Date:06/26/2025

  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.

  I traded in a camera to KEH and purchase a camera from KEH. I returned the camera within 2 weeks (totally in the return policy) and KEH representative promised to refund to me. It's been 1 month. I didn't receive any refund. I emailed them 3 times, no response at all.

  

  Business Response

  Date: 06/26/2025

  Hello Long,

   

  Thank you for bringing this to our attention. We sincerely apologize for the delay and lack of communication you experienced. We will address this with our team to ensure we are meeting customer expectations.

  
  I have adjusted the exchange to a refund and accounting will process the *** today. You will receive an automated email once it has been processed.

  
  We appreciate your patience and understanding, and we're committed to improving our response times to better serve our customers in the future.

   

  Regards,

  KEH Camera

   

   

• Initial Complaint

  Date:06/21/2025

  Type:Delivery 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 had ordered a product from this website using next day shipping. The staff then shipped my product ground shipping. They did not refund me for the difference in shipping or give an explanation until I had to reach out to them. I explained I ordered 1 day shipping because I was traveling, and was no longer in the area to recieve the item that I had sent to the local post office. I have asked to be refunded for the product I never recieved due to their mess up on shipping methods, yet they have not refunded for the product. The item had been sent back to the company due to not being recieved. This is absolutely horrible business practice. They also only refunded me 40$ for shipping when I had paid 50$

  

  Business Response

  Date: 06/23/2025

  Hello *****,

   

  Thank you for your feedback, and we sincerely apologize for any confusion or frustration you experienced.

  
  Order #********** was placed on June 2, and on June 3, we proactively reached out via email to inform you of an adjustment to the shipping method due to *** regulations with shipping batteries. Since the order did not meet our free shipping threshold of $75 (your order totaled $69.00 before tax), a shipping fee was applicable. However, due to changes in carrier availability, we updated your shipping from Express ($49.95) to ***** Ground ($9.95) and issued a partial refund.

  
  We received your reply on June 5, to that email, informing us you were no longer in the area and had ordered from another company. In response, we immediately provided a return shipping label and created a Return Merchandise Authorization (RMA) for a full product refund once the item is received back. Since the shipping address entered at checkout was a standard delivery address and not a ***** hold location, we recommended contacting the *********** to facilitate the return using the label provided.

  
  Please note, we offer a 21-day return window, and your RMA is valid through June 26.

  
  We regret that the situation did not meet your expectations and appreciate the opportunity to clarify the steps taken on our end to resolve the matter. Should you have any further questions, feel free to contact our **************** team.

   

  Regards,

  KEH Camera

  Customer Answer

  Date: 06/23/2025

   
  Complaint: 23499888
  
  I am rejecting this response because:
  

   

  Thank you so much for your response! As a typical bad business you have lied, and I have screenshots! I ordered on late june 2nd, and recieved an automatic email hours later stating my item was arriving ground & estimated delivery date.  I seen the email at 2:20am june 3rd and contacted KEH directly through their website to sort out what was going on as I recieved zero information from KEH on them changing my shipping method and a refund.  I did not hear from KEH until june 4th and only then did they offer a refund for shipping only since I inquired on the matter.  As anyone can see they are still offering me to print labels and return an item, that I never recieved.  I included the tracking to show that it was clearly never delivered to me.  The delivery never happened solely because of KEH changing shipping methods and lack of immediate communication as I would have canceled this ordered if they would have communicated appropriately over this matter with me.  ************ has already had horrible customer service thus far and I'm floored that they would attempt to lie in a BBB review knowing that there's a trail to what actually happened that I can easily share like I have done so in this response.  So just to be clear, they absolutely did not reach out to me preemptively and infact took their time getting back to me.  Still no refund for an item I never recieved due to their failure to communicate.

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

  

  Business Response

  Date: 06/24/2025

  Hello *****,

  Thank you for providing the screenshots of your conversation with ********* I was searching for emails under the ****************** which was provided at checkout and only found one ticket. I was able to locate SH00952251 ticket, with email *************************** and see the email you sent first. I apologize for the oversight! We have a very manual process for sending battery notification emails and are in the process of migrating internal systems to provide a better customer experience. We apologize for the delay in notification and have attached both emails for references.

  In order to receive a refund for the order we will need to receive the item back. Please reach out to the ************************* with the return label provided and once the item is received we will issue a full refund. 

  Please let us know if you need anything else.

  Regards,

   

  Customer Answer

  Date: 07/01/2025

   
  Complaint: 23499888
  
  I am rejecting this response because:
  

  The post office has already done return to sender, and I have not recieved a refund from KEH.
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 07/01/2025

  Hello *****,

   

  If you may provide the return tracking from the post office, I would be happy to check if the order has been delivered to our warehouse.

   

  Thank you!

  Customer Answer

  Date: 07/05/2025

   
  Complaint: 23499888
  
  I am rejecting this response because:
  The post office did return to sender.  The tracking number should be the same as it's going back to their facility.  I'm sick of having this run around because the company made a mistake.  Why can't they correct it? It has been over a month now and they still have not refunded me for a product I never recieved due to their mess up.
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 07/11/2025

  Hello *****,

   

  Thank you for directing us to the tracking number. Tracking number 441646886511 for your package is showing it is still in possession of the ************************** Here is the link to tracking for your reference - ******************************************************************************************************************.

   

  If you have alternative tracking that shows it was delivered to our warehouse, please provide it so I may look into this further.

   

  We understand we could not ship the battery via Express due to *** regulations and sincerely apologize for the delayed delivery. We issued a refund for the overnight shipping immediately and provided a return label to facilitate the return for a full refund. Unfortunately, we do no need the gear back in order to process the remaining refund. We advised emailing the return label to the *********** as we only offer a 21 day return period which has expired for this order.

   

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

   

  Regards,

  KEH Camera

• Initial Complaint

  Date:06/10/2025

  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.

  Purchased an expensive $2600 camera lens to use on vacation. It will not work and they will not repair or replace it.

  

  Business Response

  Date: 06/11/2025

  Hello ******,

   

  I am sorry to hear you are experiencing an issue with your gear. Thank you for bringing this to our attention.

   

  I see a warranty repair has already been set up for invoice 4196758. If this is not the order you are referencing, may you provide the order number so we may better assist you, please?

   

  Thank you!

   

   

• 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,
  
  *** ****