ComplaintsforB & C Camera

• Initial Complaint

  02/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a ******** 4k on Fri. the 11th at B&C Camera for $650.24. I should say this is a duplicate of one I already own so Im familiar with it. When I got home at opened it to find the rear lens cap was missing and it wasn't stored properly in the box. They were very rude on the phone so I went in to speak with the manager. He tried telling that I missed it or maybe I should just store it on the camera. Which you never do. When I insisted they opened another unit which had both lens caps on and was stored in the proper position. My lens is likely damaged and I wont be able to tell without running it through several tests. Either the unit was returned or used by one of their employees but they refuse to acknowledge either as a possibility. I would like the equipment I paid for with the confidence that it hasnt been tampered with. Thank you

  Business response

  07/08/2022

  Business Response /* (1000, 6, 2022/02/15) */ Hi there. First of all, we would like to apologize if your experience with our staff was as you described it. We have a standard of taking good care of our customers, and most of them leave our store pleased with their purchase and with the service they received. If a part was not included in the box of the item you purchased, there is a possibility that this was the manufacturer's error. We do not resell used products here, and in the rare case that an item needs to be returned because it is defective, we ship it back to the manufacturer. We cannot accept returns under any other circumstances, so the item we sold to you was not something that had been previously returned. When you came back to the store to let us know about the issue, we provided you with the proprietary lens cap that goes with the lens. This was a solution that you found acceptable at the time. If it was not an acceptable solution to you, we wish you would have let us know in the store. Again, we're very sorry that this unusual occurrence happened to you. We do, every once in a while, come across products that come straight from the manufacturer's warehouse but are incomplete in some way. These errors are possible. Thank you for letting us know about your experience. The employees involved will be reminded of our customer service standards so this will not become a pattern. Consumer Response /* (3000, 9, 2022/02/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'm appalled that this is the response. The idea that I was uncooperative, uncommunicative, and he was met with resistance. I am outraged. The conversation, in the store, with the manager went thusly: Me "I'm worried about the integrity of the lens as it didn't have its protective covering and was in the box incorrectly", Manager "the camera isn't used and we can provide you with a lens cap", Me "that doesn't change the fact that I don't trust the lens", Manager "well what are your concerns". Then we would start over and he would tell me that they are all new and we repeated this several times at which point the manager added "I can provide you with a lens cap and thats about it". We stood there and stared at each other for a moment and then he adds "is there anything else I can help you with". At that I took the lens cap because it was clear that I wasn't getting anywhere and I was already speaking to the person in charge, who was still being blatantly rude. I'm just amazed at this response, its the last thing I expected. How can you treat customers like this and then say I was the problem and they are sorry. It fixes nothing... Business Response /* (4000, 11, 2022/02/20) */ We do apologize for the interaction with this particular manager. If we could go back in time and intervene, I personally would've loved to help you myself, because none of this would have happened. I understand you're upset about how you were treated. That's not a problem we can solve now, but you've made it known to the public that this manager was not nice to you, and we'd like to make it known to the public that that's not acceptable, you're right, and we have discussed this with the offending employee. As for the lens cap issue, we gave you the part that was missing, for free. We feel that if you had told us this was not the acceptable solution for you, we could have tried something else. Unfortunately, as you have now owned and used the camera for days, we can't take it back or do anything about it. The camera and lens were in brand-new condition. Now they are not. This is an anomaly that could have been handled better by our employee and we regret that it played out the way it did.

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