Complaints

This profile includes complaints for Focus Camera, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Focus Camera, LLC

  905 Mcdonald Ave Brooklyn, NY 11218-5611

  
• 

  Focus Camera, LLC

  895 McDonald Avenue Brooklyn, NY 11218

  

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:04/23/2024

  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.

  Order Number:********** Payment Method: VI ending in **** Shipping Address:*********************************************************************************************************** Order Date: Apr 18, 2024 11:22 a.m.Order Total: $49.89 Billing Address:************************************************************************************** There was a bug on their website. The order I placed disappeared in my account the next day. Up to now, it has not been shipped or refunded. I asked the customer service to check that the background order number is not my item. Their website has staggered behavior, and the money not refunded to me until now.

  Business Response

  Date: 06/25/2024

  Hello, I am sorry this was your experience with Focus Camera. We were having issues with the website and have been diligently working on have these issues updated and fixed. I see you were refunded, I am truly sorry for any delay or inconvenience. Thank you

• Initial Complaint

  Date:04/16/2024

  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 placed an order on 6/13/2023 for a 24 Silhouette Cameo Pro in the amount of $563.81. The item was delivered on 6/16/2023. Tracking# ************. After unboxing the item and attempting to use it, it requested an update to firmware. I followed the instructions to update the machine. The machine kept giving me an error. I would restart the machine and it requested the firmware update again. No matter what computer I used the firmware would not update which meant the machine would not work without the new firmware update. I reached out to Overstock and Focus Camera on 6/19/23 and 6/26/2023 explaining the issue I was having and asked for assistance with either a refund or exchange. I received a message back from Focus Camera **************** that they would look into it. Well fast forward to now, still having the same issue because no one would get me a resolution. I contacted Overstock customer service again on 4/11/24. Finally, after many emails to Overstock corporate office, I received an email stating that Focus Camera was a marketplace store that my item was purchased from and that I would need to contact them in order to get a resolution. I called Focus Camera on 4/12/24 and explained the issue to the customer service personnel and mentioning that the item has not worked since day one. The employee took down my information and said she wanted to talk to her supervisor to find a resolution. I called back on 4/15/24 since I never received a response, the same employee advised me that they were unable to assists because the purchase had been made 6 months prior even though on our previous call she advised me she would find a resolution. I then again explained why it was 6 months later, and she rudely told me they were not going to do anything and hung up.

  Business Response

  Date: 06/25/2024

  hello, I am sorry this was rectified for this customer. A return was excepted and returned to us on or around May 1, 2024. With that, a replacement was shipped to this customer on 5/2/2024 with ***** tracking number ************. This was clearly delivered to the address provided us on the first order on 5/4/2024. Ther is a picture of this on the ***** website. This matter has been resolved. No further return will be accepted at this time. The customer has a full manufactures warranty going forward. Thank you

• Initial Complaint

  Date:12/12/2023

  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 have ordered a Canon Lens from Focuscamera through ***** a very expensive item.I ended up having to return the item to the seller. I reached out and they provided me with a return label which I then used to send back the item to them. Weeks later I reached out because I never received my refund. I had to go through **** customer service to reach the seller at all. The item was received by the seller but my refund was never issued. After weeks of back and forth **** cut off the communication with me and basically awarded the seller with the item and my money. The item returned was in brand new condition, never used and not even opened. To this day I never heard back from the seller or got my money back.

  Business Response

  Date: 12/12/2023

  Order # ******** **** ********* ********

  Hello, 

  We provided a return tracking number of UPS ******************* This tracking number has no movement on this. 

  Did you use the return label we provided you because if you had gone to ****, they would have let us know this was returned and provided us with the tracking information. I do not see this information in our system. Please provide me with a POD that the package was returned to us, and we will be happy to look into this for you. 

  I look forward to your response. 

  Thank you, 

  ************** 

• Initial Complaint

  Date:11/30/2023

  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 ordered a *** ****** ***** BTUto you Propane heater with the fan attachment .But they sent me a ************ *** ****** ***** BTUI don't have natural gas I have propane,I ordered and paid for a Propane. ***** ************** and the fan kit coming with it. They sent me a natural gas heater. I just want what I bought and paid for and I'll ship there's back to Them.

  Business Response

  Date: 12/14/2023

  Hello, this order was placed on Overstock. Looks like Overstock had a listing error, which was fixed.  The customer was provided return instructions, and this was returned to us a full refund was issued on 12/8/2023. You should be able to see this in Overstock directly. If you do not you should contact them directly and they will be able to help you with the refund as we do not have any of your payment information. The return was not set up as a replacement. Please feel free to place the order again and you will get the correct item. Thank you and happy Holidays!!

• Initial Complaint

  Date:10/24/2023

  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 business is a seller via Bed ************* refusing to extend return limitation on faulty merchandise sold through bed Bath and beyond. I contacted them for return information and did not receive a timely response now they are claiming the return window has expired and refuse to refund their faulty product.

  Business Response

  Date: 11/07/2023

  Hello, this return that the customer requested was responded to the on 9/17/2023 through the Overstock/BB&B portal as we were supposed to. You were provided this exact information.

  Hello,thank you for contacting our ********************** We were sorry to hear that your order did not work out as expected. We are happy to offer return instructions as long as the item is in its original packaging and in new, & in resalable condition.Any returned order with missing items or without original packaging will not be refunded. Please be sure that you have included all of the pieces and packaging before sending us your return package. A 15% restocking fee may be applied to your return if it is not sent back in the same condition is was received and shipping charges are non-refundable. Your return is subject to inspection upon arrival.Your package must be post-marked within 5 days of receiving this email, or your RMA# will expire.Please address your return label to:Returns Dept.Attn: RMA#******* ************************************************************************ EXCHANGES: If you would like to receive a new item, you can reorder with us as all returns are handled as refunds for the quickest and most efficient processing times.If you have any questions regarding this policy, please do not hesitate to contact us.

  As you can see on the attached link you provided, we offer 30-day return policy. This order shipped to you on 9/11/2023, you are well past the return policy. 

  If you wanted to return this, why didn't you return this with the information you were provided. 

  If you would like a refund this package must be returned to us as it states in the return policy. 

  I look forward to your response. 

  Thank you

• Initial Complaint

  Date:08/02/2023

  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.

  I wasnt informed of correct warranty procedure and they are not in writhing. Was directed to damage my current equipment per their policy to receive a new piece of equipment. Was enforced after the damage that I was not in the warranty guidelines due to a refund being issued prior by a third party company. Would like resolve of the damage item for they stated they would replace it. Had they stated I was out of guidelines I would have not damaged the item and tried to fix it myself. Warranty policy is vague and does not state what I was told.

  Business Response

  Date: 08/02/2023

  Hello,

  Thank you for your order of the ChefWave item (Order # *******************). I am sorry to read this did not work out for you. According to your order details you have been issued a full refund by Amazon on 6/9. That concludes this transaction. We are not required to replace this unit for you under warranty. I am sorry if you are not happy with that decision. 

  In the several calls and emails, you stated to us that you purchased a second unit that I believe might be defective. The ** team asked you for the proof of purchase and you have not provided this to us as of yet. Let me try and help you if you purchased this on Amazon the order details will be in your Amazon account. If you do find this, please respond to one of the many emails threads we have for you, this way we can help you. 

  I am not sure what warranty policy you are addressing this this complaint, but you stated many things in your emails and phone calls. You were issued a refund for the first order and if you will please provide me with the second unit warranty and you were not refunded we will be happy to help. 

  I look forward to a positive response. 

  Thank you, 

  Focus Camera

• Initial Complaint

  Date:06/28/2023

  Type:Delivery 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 made a purchase through Newegg. I ordered **** STR-DH790 7.2-Channel 4K HDR A/V Receiver and Speakers Bundle. What is pictured is NOT AT ALL what I received. I received 1/2 of what was pictured. It shows 8 speakers and I only received 4. I never received a reply to my email (to them directly and through Newegg customer service). Very misleading. And it says ineligible for return. I would like a billing adjustment of the 4 missing speakers. The order was placed on 6/22/2023. Order number is *********.ORDER #:********* INVOICE #:*********

  Business Response

  Date: 06/29/2023

  Hello,

  Thank you for your Newegg order. We emailed you to inform you have several packaging coming your way still and we had some delays. I
  am sorry that you did not receive the email and the responses we sent through your Newegg emails. We responded to those emails within hours. I feel you should contact Newegg to see why you did not receive the emails sent to you. 
  There is definitely a disconnect on Newegg side with email responses. I am truly sorry for any inconvenience. 

  The balance of your order should be shipping in the next 48 hours. If you need any further help, I will be happy to help. Please feel free to email ********************************.

  Thank you ~ ************** Focus Camera

  Customer Answer

  Date: 07/15/2023

  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,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:03/13/2023

  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.

  ****** for crossbow package only received half the merchandise

  Business Response

  Date: 03/13/2023

  Hello, I am sorry I do not see an order with your name, address or telephone number. If you would like to provide this information I would be happy to look into your complaint. Thank you Focus Camera

• Initial Complaint

  Date:03/02/2023

  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.

  Ordered a scope on November 29 2022. Did not receive. Tracking number says it is Stock and *********** *******. Focus camera will not refund my $500.

  Business Response

  Date: 03/02/2023

  Hello, I am sorry I do not see an order for a scope. Do you have your order # please? I see an order with your name for a DeWalt item. I look forward to your response. Thank you

• Initial Complaint

  Date:02/02/2023

  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.

  On January 28, 2023 I placed two separate orders through ******** to Focus Camera as they were the sellers. The order was for two crossbow packages for $23.65. Both orders were confirmed, I was charged and received two separate tracking numbers via **** The items were claimed to have shipped on January, 30 and delivered on February 1st. Only I never received the items as stated and only a letter delivered with that tracking number from Focus Camera saying there was a technical error and they were issuing me a refund. On February 2, I messaged Focus Camera telling them I never authorized a refund and wanted the items as advertised. They told me there was nothing to they could do as they already issued a refund. Now the price of the items are $279.00 each. Id like the advertised price honored, my card recharged the $23.65 each, and both items delivered please. How can they claim to have shipped the item, and instead ship a letter? Everything was confirmed when the order was placed and the fraudulent sent me a letter instead of the item I purchased.

  Business Response

  Date: 02/02/2023

  Due to an unforeseen pricing error with your recent Wal-Mart / Lifestyle by Focus order, item listed below has unfortunately been cancelled and fully refunded to the card used at purchase.
  
  Item Refunded  Killer Instinct Lethal 405 FPS Crossbow
  
  We sincerely apologize for the inconvenience and are working diligently to ensure this system error does not happen again.
  
  If you do not see the refund in your account in 2 days, please email us at ******************************************* and a member of our team will be happy to assist.
  
  We appreciate your understanding.
  
  
  Thank you,
  Your Lifestyle by Focus Team

  Customer Answer

  Date: 02/06/2023

  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]

   This is the same response I continue to get from this business which is completely unacceptable.  First of all I was refunded for one of the two placed orders.  I have yet to see a refund for the other.  Secondly, I never asked for a refund.  This company claimed to have shipped the orders I paid for.  I received tracking numbers and tracked them until delivery.  However they never shipped them, but instead shipped me two letters. They falsely made me believe that I was going to receive the items and never once told me that I wasnt. I feel as though this company is using false advertising to steal peoples money and information.  All I am asking for is to receive the item you confirmed I purchased and claimed to have shipped to me but never did.  The item that I actually paid for! I do not want a refund! 

   

   

   

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

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

  Customer Answer

  Date: 03/09/2023

  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]

   

   See other responses

   

   

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

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

  Business Response

  Date: 03/09/2023

  Hello, Thank you for reaching out again. Your two orders were canceled due to a pricing error as you do know. Both your orders were refunded in full and we owe you no money. While I understand you would like this product for the price that we mistakenly had listed. We cannot honor this at this time. Clearly you know this was an error and feel that we owe the product at the wrong price. At this time this matter is closed. The wrong price cannot be honored at this time. Please consider this matter closed. Thank you