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:02/28/2025

  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 offered to trade a bunch of camera equipment, including two camera bodies, lenses, lens filters, etc. to Adorama in exchange for a **** a7iv and two prime lenses. My estimated value was $2,400 for everything but Adorama grossly undervalued it at $1,100. However, they still offered me a higher priced camera body for tax payment only ($161) and I agreed to take it without the lenses, figuring I could buy the lenses cheaper elsewhere. But they implied it would arrive by Monday, March 3rd. They never mentioned that the item was actually out of stock. I found out after calling them the next day and demanding it and they turned me to their executive, who said he would look into it and let me know by last night, Feb. 27th, or the next day, Feb. 28th. Turns out their offices are closed until Monday, despite him saying he would reach back to me during that time, and its unclear to me whether its coming soon or not because I currently do not have the necessary cameras for the photography Im trying to do and I need them by Thursday the 6th, preferably Monday, and every day I go without them is damaging my business.

  Customer Answer

  Date: 03/01/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  **** **********
  
  
  
   
  
  

• Initial Complaint

  Date:02/18/2025

  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 am writing to formally file a complaint against Adorama, a third-party seller on ******, for their refusal to issue a refund and resolve a confirmed lost package incident, despite clear evidence and prior commitments. Order date:Jan 28, 2025 Order :******************* *** Tracking number: ***************** 1. January 30, 2025: *** marked the package as "delivered," but I never received it. 2.January 31 February 10, 2025:Contacted ****** three times. Representatives confirmed the seller (Adorama) was responsible for refunds 3.February 12, 2025: Filed a lost package claim with *** at Adoramas instruction 4.February 17, 2025:** Received confirmation from *** (via email from *** Claims Manager) that the investigation concluded the package was lost and advised me to contact Adorama for resolution 5.February 17 Present:** Provided Adorama with ***s final claim report, investigation summary, and loss confirmation. Despite repeated communications, Adorama has unjustly denied my refund. Adoramas initial promise to refund "once *** approves the claim" was breached after *** validated the loss. - ****** acknowledged Adoramas responsibility,Adoramas refusal to act violates FTC consumer protections regarding undelivered goods Immediate full refund of for the undelivered item. Compensation for the inconvenience, ideally through a replacement shipment I trust the BBB will investigate this matter promptly. Adoramas conduct constitutes unfair business practices, and I urge your intervention to hold them accountable.

  Business Response

  Date: 02/18/2025

  Refund has been processed 

  Customer Answer

  Date: 02/21/2025

  Although you have processed the refund, I have not yet received it

  I am writing to formally demand compensation for the 16-day delay and undue hardship caused by your companys failure to promptly refund my order (#*******************) despite clear evidence of the lost package
  ***** confirmed the package as lost on February 17, 2025, yet you refused to act until the BBB intervened on
  2.Your delay forced me to spend over 16 days communicating with Amazon, **** and your team, in addition to unnecessary stress and inconvenience.
  
  **** my initial complaint to the BBB, I explicitly requested a replacement shipment or compensation, which your team has entirely ignored
  
  Immediate shipment of the original item at no additional cost, or $150 compensation (or 30% of the items value) for the time and distress caused by your negligence.
  
  I expect your written commitment to resolve this by 3 business days Failure to respond will leave me no choice but to escalate publicly.

  Business Response

  Date: 02/24/2025

  *** was delivered and signed for by ****** 01/30/2025 
  02/01/25 Customer claimed non receipt
  For these issues we will always first submit a tracer/claim with *** and wait for approval, which we did
  Customer fled an Amazon A-Z Claim not received 
  02/14/25 *** Approved the claim and **************** summitted it for approval
  Please allow 3-5 Business days for refund to be processed 
  02/18/25 We issued Refund. 
  Note: For 3rd party seller websites, such as ******, we are authorized to only issue refund, no exchanges 

• Initial Complaint

  Date:02/09/2025

  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.

  I purchased a **** computer monitor from Adorama via ****** in 2021. It started to have some difficulties after the warranty ended, but I was able to keep it going. I did find out at that time by calling **** that the serial number and tag number on the back of the monitor did not match any products in their system, so they could not help me. Since I was exceptionally busy at that time and able to get the monitor working smoothly again, I didn't follow up. I started having trouble again last year and reached back out to Adorama. They confirmed that they shipped me a 38" curved **** monitor and that they did not purchase it directly from ****, but from an another company. I told them about my conversation with **** that the monitor was not made by them and that it stopped working and was unrepairable. I requested a refund, since the product was clearly a counterfeit. They came up with the outrageous accusation that I had substituted a different monitor and was trying to get them to reimburse me for something they didn't sell.This is ridiculous. **** stopped making and shipping that model, so I couldn't have. If I had somehow purchased one elsewhere, it would be within the period where I could easily get it reimbursed by that company or **** and not have to jump through hoops with Adorama. I have tried reaching out to them by phone, by email and through ****** without success. Hoping you can help me recoup my money! This is a large amount for me, not so much for them.

  Business Response

  Date: 02/11/2025

  IntOrd#: ******************* Date 06/28/21
  Customer first reached out to us on 07/15/21 and we referred him to the manufacturer
  Then first 16 months later, on 11/11/22, 1 & 1/2 years after purchase and after the warranty had long expired, did they reach out to us again

  We get our **** products from authorized dealers, not from **** directly.  
  We reached out to them; this Serial number was not supplied to us. This was not one we shipped to this customer. 

• Initial Complaint

  Date:02/06/2025

  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 sent my camera gear to their trade in department. It was a canon 800d, kit lense, 50mm, camera bag, battery, and a charger. They told me that after the evaluation if I wasn't happy with the quote they would send back the camera. I asked them to send back my gear and when I received the package they sent back some cheap camera that wasn't mine. I'm trying to get in contact with their trade in department but they're not responding.

  Business Response

  Date: 02/07/2025

  Customer# ********    Order# ********

  I apologize for the mix up. I see that our used/trade department is already working on this. They did send customer a return shipping label to send back the item they received.  

• Initial Complaint

  Date:02/05/2025

  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 am writing to file a formal complaint against Adorama regarding an order cancellation. On February 3rd, I placed an order for a **** WH-1000XM5 headphone as a birthday gift for myself. I was very much looking forward to receiving this item.Yesterday, I checked the order status on Adorama's website and discovered that my order had been cancelled. I was not notified of this cancellation prior to checking the status myself. Furthermore, no reason was provided for the cancellation.I have reason to believe that the item is still in stock on Adoramas website (or was at the time of cancellation). This arbitrary cancellation has caused me significant disappointment and inconvenience, especially as it was a birthday gift I had planned for myself.I have attempted to contact Adorama customer service, but have not received a satisfactory response.I am requesting the Better Business Bureau's assistance in resolving this matter. I would like Adorama to honor my original order at the original price. If the headphones are indeed out of stock, I would appreciate a clear explanation for the cancellation and an offer of a comparable product or a reasonable alternative solution.I have attached copies of my order confirmation and any communication I have had with Adorama.Thank you for your time and attention to this matter.

  Business Response

  Date: 02/06/2025

  I'm sorry but this was a listing/price error and we were not able to fill it, so the order was canceled. Customer should have received an email; I apologize if they did not.

  As listed on our website: ************************** is intended to be a guide only. Some item illustrations are for display purposes only, may not be exact, and are not necessarily included in the purchase price. Adorama is not responsible for typographical or pictorial errors, and specifications may change without notice.
  
  All items offered for sale are subject to availability. Many items on our Web site or catalog site come from various sources. Adorama is, therefore, bound to fluctuating currency exchange rates, making it necessary to occasionally increase prices. In addition, some domestic and overseas products may be discontinued without our prior knowledge. Should this apply to your order, we will, at our discretion, either contact you for instructions before shipping or cancel your order and notify you of such cancellation.
  
  We make every effort to provide you with an error-free Web site. However, in the event there is a misprint, we reserve the right to correct copy or pricing to reflect the actual current status.
  
  Order confirmation given to you through Adorama Camera does not guarantee our acceptance of your order, nor does it constitute confirmation of an offer to sell. Adorama Camera reserves the right to decline and cancel an order, or supply less than quantity ordered at any time.

   

   

  Customer Answer

  Date: 02/06/2025

  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:

   

   You cancelled my order for the **** WH-1000XM5 headphones, citing a "listing/price error." Seriously? I placed the order on ************ as a birthday gift to myself, and you just cancelled it without notifying me (you claim an email was sent, but I never received it). Apparently, you messed up the price on your website and decided to just cancel orders instead of honoring it. You're hiding behind fine print about how your website is just a "guide" and you can change prices whenever you want. Adorama, this isn't a "guide," it's your storefront! While I understand mistakes happen, this is incredibly poor customer service. A simple apology and perhaps some kind of offer to make up for the inconvenience would have been appreciated. Instead, I got a generic "sorry" and a bunch of legal jargon. This "listing error" excuse feels like a bait and switch. It's incredibly disappointing, especially since it was a birthday gift. I'm now very hesitant to ever shop at Adorama again. Potential customers, beware: the price you see might not be the price you pay, and your order might just disappear!

   

   

   

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

  
  Sincerely,
  
  ****** ***
  
  
  
  
   
  

  Business Response

  Date: 02/11/2025

  I apologize but this was a listing/price error so se cancled the order. 

  Order confirmation given to you through Adorama Camera does not guarantee our acceptance of your order, nor does it constitute confirmation of an offer to sell. Adorama Camera reserves the right to decline and cancel an order, or supply less than quantity ordered at any time.

• Initial Complaint

  Date:02/04/2025

  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 asked for a trade for a lens and sent them an almost new Sigma ***** L for a used Leica ***** L. I accepted to pay $1529 for it. The salesman promised to send me a tracking number the next day. I never received an order or even a tracking number. My credits card was charged for $1636.18. After 5 days not hearing from them, I had to call the costumer service. I was told they dont have the lens (although they charged me for), and gave me an order number much above what I accepted previously, and told me will contact me whenever they have the lens!This is not acceptable and all I am asking is to have my Sigma lens back and give my money back, since I never received any lens.This is a horrible way to make business that I strongly complain. They give me a number, ; they charge my credits card; then they say they dont have the lens and propose a more expensive lens!

  Business Response

  Date: 02/05/2025

  Customer accepted the trade value for ******- Store credit to be applied to an order for a Used LEICA VARIO-ELMARIT-SL ***** in Condition: E-.
  We applied it to Ord# ********-01 Date 01/30/25 and took an authorization on their card for ******* on 01/30/24 at 01:58 pm 
  As listed on our website:  Your credit card is charged only at the time of the actual shipment of item(s). However, there might be a temporary hold on the funds until the time of actual shipment. If paying by Debit or Check Card, the funds are authorized as soon as the order is placed, which may affect the availability of funds in the account. 
  Order was charged & shipped on 02/04/24
  
  Once you agree to our purchase offer, our team of maintenance professionals will examine the equipment and ready it for resale in our New York City mega store or online. Then, a new owner will have the opportunity to enjoy the equipment as much as you did!
  
  We want you to start enjoying your used equipment as soon as possible! Orders placed for used equipment by 1:00 PM on Monday-Thursday will generally ship the same day. Orders received after 1:00 PM, Friday orders, weekend orders, or those requiring verification will be processed the next business day.
  
  I apologize for the time it took to ship this order. It first shipped on Tuesday (instead of Monday) 02/04/24 via *** **********************  
  Estimated delivery Friday, February 07 between 12:15 P.M. - 4:15 P.M
  
  We are checking with our trade department but It may already be too late to send his traded in equipment back 

  Customer Answer

  Date: 02/28/2025

  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:

  My name is ******* ****** and I still dont see the serial number of the lens I purchased from ********************** in your so called and unprofessional invoice!
  
  I will share with all my photographers contacts my experience with Adorama!.
  
  What a pity!
  
  ******* ****** 

   

   

   

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

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

  Business Response

  Date: 03/18/2025

  ************************
  Ord# ********-01 Date 01/30/25
  I'm sorry that our salesman did not send customer a copy of their order via email 
  Credit for ****** from a trade was applied to this order and the balance of ******* was paid by Visa 
  Invc# ********   Date 02/04/25
  
  Copy of order can be seen in their online account 
  Sub Total     1,829.00
  Tax Amount    108.50      
  Total          1,937.50
  As well as the tracking information Delivered 02/07/25
  
  Copy of Order Attached to Email to customer was sent on 2/04/25
  We don't include serial numbers on invoices but as a courtesy se sent a copy with the serial number 

  Customer Answer

  Date: 03/18/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ******* ******
  
  
  
   
  
  

• Initial Complaint

  Date:02/02/2025

  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.

  Adorama runs a scam where they list items for sale on their website or Amazon with next day shipping. These are items they dont have and orders they cant fill, and they have no intention of shipping over night. This is a scam they are running to out bid other ****** sellers who actually have the product to sell and are able to meet shipping times.

  Business Response

  Date: 02/03/2025

  I apologize for the shipping delay
  On Friday 01/31/25 there was a system error with ****** orders so the orders were unable to get shipped 
  We requested for the customer to cancel their order and to reorder it. 
  
  The error has since been corrected so it should be a smooth process with their next order 

   

• Initial Complaint

  Date:02/01/2025

  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.

  Adorama Camera website was not working properly and used ****** through their website for the transaction since their employees would not exert any effort to figure out their problem. Double charged for the transaction due to their website problems. Two-day shipping was advertised with the purchase, and it was sent ground instead. Received the item late. Upon opening the item, it was clearly used and not new. The lens is covered in dog hair, dust and soiled. I demand an immediate full refund.

  Business Response

  Date: 02/03/2025

  Order Number: ******************** was submitted with shipping method of 1-3 business days 
  It shipped in 2 phases 
  The accessories shipped 1/28/25 & was deliver 2 business days later on 01/30/25
  The lend shipped 1/28/25 with a scheduled delivery for 3 business days later for 0/31/25
  Per *** tracking: Due to weather, your package is delayed by one business day.
  The next business days would have been Monday 02/04/25, but *** delivered the next day on Saturday 02/01/25
  
  *** return label sent Track# ****************** 
  Per Or return policy: Adorama will refund your original purchase price, Please allow 5 to 7 business days for the return to be completed once it is delivered to our warehouse.
  
  Estimated delivery
  *** doesnt have possession of the package yet. Estimated delivery date will be available as soon as we get the package.

  Customer Answer

  Date: 02/04/2025

  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 not resolved, and that is a sorry excuse for a response from Adorama. Copy and pasted and not addressing any of the issues or any remorse. No refund has been issued either. It shows that Adorama is not a reputable company. Further escalations have been taken due to Adorama's lack of responsibility and refusal to resolve any issues. The items have been sent back, and a refund in full must be issued immediately.

   

   

   

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

  
  Sincerely,
  
  **** 
  
  
  
   
  

  Business Response

  Date: 02/05/2025

  As listed on our website: All returns must meet our guidelines, please review our full Return Policy carefully.

  Adorama will refund your original purchase price (Proving they are properly returned). Please allow 5 to 7 business days for the return to be completed once it is delivered to our warehouse. 

  Estimated delivery for this return is Tomorrow, February 06 between 11:45 A.M. - 1:45 P.M. 

  Customer Answer

  Date: 02/11/2025

  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]

   Items were received by Adorama on 2/6, the refund has still not been issued. Issue the refund or further action will be taken against your company for not issuing the refund on the items.

   

   

   

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

  
  Sincerely,
  
  **** *****
  
  
  
  
   
  

• Initial Complaint

  Date:02/01/2025

  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 placed an order with this company for a speaker. The item came in a shabby box and insufficient packing material. The front cover of the speaker was damaged. I called them and the initiated a return for credit. They received the return and processed a refund for $56.33 less than what I paid them. I should not suffer a loss for a damaged item that was poorly packaged and received damaged.

  Business Response

  Date: 02/03/2025

  No problem

  Per our return policy: Refund Details
  Adorama will refund your original purchase price, excluding shipping fees. Please allow 5 to 7 business days for the return to be completed once it is delivered to our warehouse.

  So, the warehouse does not automatically refund the shipping

  Had the customer had contacted us regarding the shipping refund, we would anomality with no issue, refund the shipping

  Shipping has now been refunded

   

  Customer Answer

  Date: 02/03/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ******* ********
  
  
  
   
  
  

• Initial Complaint

  Date:01/31/2025

  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.

  To Whom It May Concern,I am filing a complaint against Adorama for failing to honor my order cancellation and refusing to issue a refund. I purchased a camera lens on 1/12/25 and called the next day to cancel. A customer service representative confirmed the cancellation and assured me the item would not ship. However, Adorama still processed and shipped the order without notifying me. When I followed up expecting a refund, I was instead told the item had been delivereddespite the fact that it was never supposed to be shipped in the first place. Adorama then refused to issue a refund, even though their mistake caused this situation. I should not be held responsible for their failure to follow through on a confirmed cancellation. I am requesting a full refund of for their negligence and mishandling of my order. I expect this prompt resolution and response as soon as possible.

  Business Response

  Date: 02/03/2025

  *****************************************************************
  You can cancel your order provided it hasn't yet entered the shipping process by calling our customer service **** at ************ or contact us by filling out our online Contact form. If the item has entered the shipping process, it cannot be canceled. However, you can return the item for a refund. See Return policy. Note: TV's or any other item shipped by truck can only be canceled prior to shipment. Once shipped and in route, the order cannot be canceled. If the delivery is refused, the shipping and handling charges for both ways will be deducted from the credit, and at our discretion a restocking fee might also be deducted.

  IntOrd#: ******************** /Ord# ********-Invc# ******** was already packed & put on the *** truck on 01/12/25
  Customer called us on 01/13/25, already too late to cancel 
  
  01/12/25 IntOrd#: ******************** /Ord# ********-Invc# ******** was already packed & put on the *** truck on 01/12/25
  01/12/25 Customer received a shipping notification via email 
  01/13/25 We reached out to the warehouse and asked if they can pull the shipment and stop it & issue refund. Customer called us to cancel, however it was already too late to cancel.
  01/16/25 Customer received delivery information 

  01/16/25 The same day it was delivered, Customer then claimed he did not receive it. 
  Perhaps he did not check his door yet
  01/30/25 In any case we filed a tracer with *** 
  01/31/25 Investigation was Closed by *** "The investigation has been closed. We were unable to contact the receiver"