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: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,

  
  

• Initial Complaint

  Date:02/20/2025

  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.

  We shipped a 900$ camera lense to keh for warranty repair. Repair was for focus issues. Lense had no exterior damage to it. Shipped wrapped in bubble wrap. Keh has the camera in their possession for 5 weeks before reporting there was now frame damage(caused by them and not their before hand). They said this voids their warranty and now its our problem. They then returned a completely useless and damaged lense to us. Absolutely unacceptable business practices.

  

  Business Response

  Date: 02/26/2025

  Hello *******,

   

  I am sorry to hear your experience has been less than satisfactory. I have escalated your request to our VP of Operations. We are conducting an investigation and will reach out shortly.

   

  You may also email me directly at *****************************************************.

   

  Thank you for your patience.

  Customer Answer

  Date: 02/26/2025

  Im ok waiting to hear back from them but dont want to close it or reject it at this point. 

  

  Business Response

  Date: 03/04/2025

  Hello *******,

   

  We have resolved this internally. 

   

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

   

  Thank you,

  Customer Answer

  Date: 03/04/2025

   
  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:02/13/2025

  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 am writing to formally file a complaint against KEH Camera regarding their failure to honor an agreed-upon trade-in process, failure to return my camera, and poor communication regarding the status of my order. Additionally, the handling of this situation appears to be a case of false advertising.On December 18, 2024, I initiated a trade-in transaction with KEH Camera to exchange my existing camera for credit towards a new purchase. I followed all required procedures, including shipping my KEH Camera camera to their designated location as per their instructions. However, KEH Camera has failed to honor the transaction as a promotional credit expired on December 31, 2024. Knowing this timeline, I was told that there was enough time to complete the transaction and that the new camera was "on hold."When I inquired on January 3, 2025, the sales representative stated that there was nothing he could do to honor the purchase, and I requested my camera and related accessories returned. However, I have received no communication regarding the status of my order. Their site clearly states that a quote for trade-in has to be accepted, which I never received. Furthermore, in my most recent call with KEH, the representative revealed that my email address was misspelled in their system. This raises serious concerns about why they did not attempt to contact me via phone, given their failure to reach me through email.The lack of communication and failure to honor their advertised trade-in process suggests a bait-and-switch tactic. KEH Camera led me to believe that I would receive an enchanted promotional trade-in value, only to later deny it after my camera was already in their possession. This practice is misleading and unacceptable.I request that KEH Camera immediately take action to either return my camera or honor the original trade-in agreement by applying the appropriate credit to my purchase. If neither action is taken, I seek appropriate compensation for my loss.

  

  Business Response

  Date: 02/14/2025

  Hello Kemon,
  
  Thank you for reaching out to us regarding your recent experience with KEH Camera. We sincerely apologize for the inconvenience and frustration this situation has caused. Your feedback is important to us, and we take your concerns seriously.
  
  Based off the conversation, with ********* yesterday, we have voided the check sent for the gear and are working on sending a replacement that is EX+. We can also issue a trade credit with a 10% bonus, if you would prefer to use towards a purchase.  If you may provide the promotional code, I can see if we can honor it as well.
  
  We apologize for inputting the wrong email. We should have verified that it was correct and we are sorry for our mistake. We will address this with our team to ensure we are giving quality customer service.
  
  Please be assured we do not practice bait and switch tactics. In fact, your item was evaluated higher than initially quoted.  This error was our mistake for entering the wrong email and we are extremely apologetic for the error.
  
  Additionally, we could only locate your initial call of getting your quote, Dec - Jan, with phone number we had on file. If you called from another number, could you please provide it so we may look into this further?
  
  We look forward to hearing from you.
  
  Thank you,

• Initial Complaint

  Date:02/12/2025

  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.

  Returned a Leica camera to KEH. **** has a signature for items return, KEH denies equipment return and has not issue a refund. We a small Disabled Veteran Owned business and simply want a refund issued.

  

  Business Response

  Date: 02/14/2025

  Hello ******,

   

  We are sorry that you are experiencing an issue with your return shipment.

   

  We have addressed this complaint on #********. The proof of delivery provided by **** had a signature for ***** and typo for KFH. We conducted an investigation and did not have an employee by the name of ***** on our receiving team in 2023. and have not receive this shipment. We have worked with **** to provide additional information to help with your claim to ****. Unfortunately, we cannot assist you further in this matter.

   

  If there is any more information that KEH Camera can provide to ***** we would be happy to help.

   

  Thank you,

  Customer Answer

  Date: 02/14/2025

   
  Complaint: 22933644
  
  I am rejecting this response because:

  As the individual who returned the camera I was not provided any information from KEH pertaining to **** inquiry or finding on KEH part in WRITING. Officially requesting  the findings of KEH investigation be forwarded to arcticswanconstruction and include dates **** was informed of results. 
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 02/21/2025

  Hello ******,

  We completely understand your frustration and genuinely wish we could assist you with filing a claim. However, since you are the shipper,the claim must be submitted by you.   
  
  Below is a detailed timeline of the shipment:
  
  Ticket reference number #SAL00632795

  
  11/27/2023: The shipment was sent without a return authorization under tracking number **********************, with a receipt provided.

  
  12/5/2023: You requested a status on the refund.

  
  12/6/2023: We informed you that the return had not yet been processed.

  
  12/13/2023: You provided another receipt with tracking number ********************** and included a picture of a Leica battery. This tracking number showed no movement. ********************************************************************************

  
  12/21/2023: You provided a screenshot indicating that tracking number ********************** was delivered on 11/30 and left with an individual. We reached out to our warehouse to locate the shipment. ********************************************************************************

  12/28/2023: We located a package with tracking number **********************.  Only the charger was inside the box. We checked our system to see if serial number ******* was ever added back to our system, and it was not. We recommended reaching out to the carrier for additional assistance, as the tracking numbers do not match what their system shows.

  
  03/14/2024: A copy of your invoice was requested and provided.

  
  06/06/2024: A representative from **** called and inquired about both tracking numbers, ********************** & **********************. We shared the details of what we received and clarified that we do not have an employee named ***** in our warehouse. **** mentioned they would follow up with you and reach back out to us if needed. We did not receive a call back from them.

  
  01/03/2025: You requested a full refund for the shipment. We advised that we could not process a refund since the gear was not received.
  
  We are very sorry you are having this issue and would be glad to provide any information to assist with filing a claim with USPS. 

  
  Thank you,
  *****

  
  

• Initial Complaint

  Date:02/10/2025

  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.

  Both times I've order used 35mm cameras they were both broken. First, a pentax spotmatic. For like 140, already sent that back for a refund, and no, I'm not paying a restocking fee. Second, a nikon f2 that I've already sent back to be repaired. I spent close to 400 dollars for a broken camera, that's infuriating. After having it in my hands less than 30 minutes I realize the meter also doesn't work. Call. And learn they want me to send it back for repairs, and now I have to wait 2 months for a working camera. FIX THIS

  

  Business Response

  Date: 02/12/2025

  Hello ********,

   

  I am very sorry to hear your recent orders had issues. Customer satisfaction is very important to us and we would not intentionally send defective gear. I see the orders have already been set up with a return authorization and shipping label. We take issue with items seriously so once the gear is received, it will be fully tested. If the gear is determined to be defective, we will pull from inventory and refund the full amount. If we find the gear to be in working condition, we will add a $25 return processing fee.

   

  Repairs time is normally 2-3 weeks. Some simple repairs may take less time. Repair time may be longer if parts need to be ordered. Our technicians work on equipment based on a first in first out basis. We appreciate your understanding in this matter.

   

  We received your request to speak with management and ****** will be reaching out shortly.

   

  Again, we are sorry for the issues you have experienced and have taken action to correct our mistake.

   

  Thank you,

   

   

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22921662
  
  I am rejecting this response because: nobody has even attempted to contact me yet.
  
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 02/12/2025

  ********,

   

  I have confirmed, with ******, that he has called and reached your voicemail. Please return our call at your convenience.

   

  Thank you,

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22921662
  
  I am rejecting this response because: I'm literally trying to reach him and having no luck.
  
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 02/20/2025

  Hello ********,

  
  ****** mentioned that he spoke with you on the 12th. He has been out of the office since last week and returned today. He is catching up on work and will return your call shortly.

  
  In the future, we recommend contacting our CX team at **************.

   

  Please let me know if you need anything else.

   

  Thank you,

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22921662
  
  I am rejecting this response because: i have not received any contact from KEH since 2/12 and still have no idea as to the status of the camera that was sent back for repair, and it's been 2 weeks now. It would be nice to have some kind of communication with this.
  
  Sincerely,
  
  ******** ******