Complaints

This profile includes complaints for MPB US Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  MPB US Inc.

  33 34th St Ste 7-4-AA Brooklyn, NY 11232-2015

  
• 

  MPB US Inc.

  PO #4269 Brooklyn, NY 11232

  

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:03/31/2025

  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.

  On 01/28/2025 I traded in my camera and lenses for a new camera. The equipment arrived fine, and I was happy with the quote they provided. They sent me the used camera that I had purchased with the trade in. It was supposed to arrive on Friday 01/31/2025 by *****, and a signature was required on delivery. However it never arrived. ***** claimed it was delivered and signed for, but it was not. I reached out to *** to start a claim based on their delivery guarantee. They were unable to trace the package and started a missing package claim on 02/04/2025. I submitted the required documents on 02/07/20205 and was told I would hear back within 7 days with an initial update and that the full investigation and outcome may take up to 30 days. It has now been 52 days. I never received an initial update, and the security team never responded to my emails asking for an update. I eventually found an email for a customer experience senior advisor online and reached out to them. They have been very good at responding to my email and ensuring that they will reach out to managers to figure out what is going on. However, I still have not received a camera or reimbursement, and we're almost a month past when I was expecting to have this finished. I have been out of a camera since then, and it's been very frustrating. I am currently worried that it will stay pending and they will not stand by their delivery guarantee.

  Business Response

  Date: 04/10/2025

  Dear ****,
  
  Thank you for taking the time to share your concerns. We regret the inconvenience and frustration you have experienced throughout this process and appreciate the opportunity to address the matter.
  
  After a thorough internal investigation and coordination with our claims and logistics teams, we can confirm that your missing package claim was officially approved and paid out on April 8, 2025. You should have received confirmation of this resolution, and the reimbursement should now be complete.
  
  We acknowledge that the delay in communication and resolution fell short of the service standards we strive to uphold. Please know that your feedback has been taken seriously and is being used to inform improvements in how we handle similar cases in the future.
  
  We appreciate your patience and understanding, and we remain committed to ensuring a more responsive and satisfactory experience moving forward. If you have any additional questions or require further assistance, please do not hesitate to contact us directly.
  
  Best,
  ******
  MPB US Customer Experience Team Lead

• Initial Complaint

  Date:03/10/2025

  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 shipped a camera to *** to sell. I protected the camera with shipping air pillows to ensure it arrived safely. Prior to shipping the camera, I asked them if being a camera from ***** would be an issue and was advised no. MPB rejected my camera due to there not being an English option for the camera, which should be expected being the camera is Japanese. They advised they would be returning the camera and I expect to receive the camera in the same condition. I received the camera back on 3/9/2025 and discovered they have damage the screen, which I am expecting compensation for their poor handling of the camera especially being that now I may not be able to possible sell the camera elsewhere.

  Business Response

  Date: 03/14/2025

  Dear ******,
  
  We appreciate the opportunity to respond to the complaint regarding your recent experience with MPB. Our goal is always to provide a smooth and transparent process for our customers, and we regret any frustration caused in this case.

  The camera was shipped to us for evaluation, and upon arrival, our team noted that the *** screen was cracked. Because you stated that the camera was not sent in this condition, we immediately initiated a damage-in-transit (***) claim with ***** to investigate. ***** has since approved the claim, confirming that the damage likely occurred during shipping. Because ***** approved the claim and because we agree that the damage was likely caused in rout to us, *** has also approved the *** claim. 

  Per our policy, when a *** claim is approved, we compensate the customer by purchasing the item at the originally quoted price. Since we are providing payment, we do require that the item be sent back to us so we can take ownership. A new sell transaction has been created - reference number TX-US-******* - and we have already provided the customer with a prepaid shipping label on March 11th to return the camera to us.

  Once we receive the camera, we will complete the transaction and issue the agreed-upon payment. We believe this resolution fairly addresses the customers concerns, and we are happy to assist them further if needed.

  
  Please let us know if any additional information is required.

  
  Best regards,
  ******* ******** ************************************************* **************** ***

  Customer Answer

  Date: 03/21/2025

  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:02/23/2025

  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 sold a Canon CN7x17 KAS S Cine-Servo ******mm T2.95 (EF) with a D-Tap cable and flight case on MPB and shipped it using their ***** label in December. Since then, the tracking number has indicated that the package is out for delivery. It seems that ***** lost my package while in transit. I contacted *** regarding this, and they asked me to provide some documentation, which I did. After submitting all the required documents, *** later informed me that my claim was denied, but I dont know why. I followed their instructions and shipped my camera as required.Nobody seems to consider my lossI lost a valuable camera while selling through them. Through this BBB complaint, I am requesting that MPB review my case again and provide further assistance.

  Business Response

  Date: 03/14/2025

  Dear BBB Representative,

  Thank you for the opportunity to respond to Nukris complaint regarding their lost-in-transit (LIT) claim. We understand how concerning it can be when a package is lost during shipping, and we take these claims very seriously.

  After a thorough review, Nukris claim was unfortunately denied due to multiple inconsistencies in the documentation and shipping details associated with the transaction. When evaluating lost-in-transit cases, we conduct a detailed review to verify the shipments legitimacy and ensure all details align. In this case, several discrepancies were identified, including:

  - Mismatched information regarding the senders identity, location, and shipping details.
  
  - Issues with the provided proof of ownership, which we were unable to verify.
  
  - Irregularities in the shipping and tracking details that did not align with our standard shipping processes.
  
  Due to these factors, our fraud prevention team determined that the claim could not be approved. While we regret that we were unable to move forward with compensation, our team followed standard procedures in reviewing the case, and we made our decision based on the information available.

  If the customer has any additional supporting documentation that was not previously submitted, we are happy to review them. We strive to maintain a fair and transparent process, and we appreciate the BBBs involvement in facilitating this discussion.
  
  Best regards,
  ******* ******** ****************************************** **************** ***

  Customer Answer

  Date: 03/19/2025

  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:

  Dear *******,
  
  
  Thank you for your response. I appreciate MPBs review of my lost-in-transit (LIT) claim, but I am deeply concerned by the reasons provided for its denial. I would like to clarify a few points and formally request a re-evaluation of my case:
  1. Senders Identity & Documentation:
  You mentioned mismatched information regarding my identity, location, and shipping details. I am not a **** citizen, but I currently live in the **** and provided all the necessary documents I have. I do not understand why my residency status would impact my ability to verify my identity. If additional verification is needed, I am more than willing to provide it.
  2. Proof of Ownership:
  I submitted proof of ownership as requested, including documentation from ****, where I purchased the camera in 2024. If this was deemed insufficient, I was not informed of any specific additional requirements. If further details are needed, I am happy to provide themplease specify what MPB requires.
  3. Shipping & Tracking Details:
  I strictly followed MPBs shipping instructions, used the prepaid ***** label provided by ***, and shipped the package accordingly. When I attempted to open a claim with *****, they informed me that only the label creator (MPB) could initiate a claim. Given that ***** has confirmed the package was lost and never delivered, I believe it is MPBs responsibility to address this matter.
  
  
  This situation has resulted in a financial loss for me, and I feel that the reasons provided for the claim denial do not adequately address the facts of the case. I kindly ask MPB to conduct a thorough review and provide further assistance. If additional documentation is required, please let me know exactly what is needed, and I will gladly provide it.
  
  
  Additionally, I previously reached out via email and did not receive a response. I kindly ask that MPB does not disregard my communications and ensures that my case receives the proper attention it deserves.
  
  
  I appreciate your cooperation and look forward to your prompt response.
  
  
  Best regards,
  *****
  

   

   

   

   

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

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

  Business Response

  Date: 04/02/2025

  Hi ******
  
  Thank you for your response and for providing additional context.
  
  We understand that a lost shipment can be incredibly frustrating, and we appreciate your willingness to engage and provide documentation. Your case was thoroughly reviewed by our internal team, including cross-checks with shipping partners and identity verification tools. Unfortunately, due to multiple inconsistencies across documentation, account details, and shipping activity, we were unable to validate the claim.While we respect your concerns regarding residency and identity, the discrepancies in the information submitted, combined with verification issues, prevented us from confirming the legitimacy of the claim.
  
  In cases where key information cannot be verified, we are unable to move forward with reimbursement.We acknowledge your offer to provide further documentation, but at this time, the review has been completed, and unless new, verifiable information is submitted that directly addresses the issues identified, our decision will stand. If you do have new, verifiable documentation you'd like to share with us, please reach out to our Customer Experience team directly.
  
  We appreciate your understanding, and we take these matters seriously to ensure a fair and secure experience for all customers.
  
  Best,
  ******
  *** ** ******** ********** **** ****

• Initial Complaint

  Date:02/12/2025

  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 ordered a lens from them at 5:58am on Friday morning with the understanding that orders placed before 1pm would ship out that day. It is now Tuesday and they have not shipped out my item and only provided a tracking number. Their estimate for delivery was 2/12 or before. I would not have ordered from them had I known it wouldnt arrive by their time frame. I have contacted ******* through their support who informed me that the shipping team is working on this mornings orders and they would get to me when they can even though my order was a Friday morning order and should have priority. I see several complaints about this company not shipping in a timely manner.

  Business Response

  Date: 02/25/2025

  Dear ********,
  
  I appreciate you reaching out and understand your frustration regarding the delay in shipping your order. We strive to meet our estimated shipping timeframes, and I apologize that your experience did not reflect that expectation.
  
  Your order was processed and prepared for dispatch on Friday 02/07; however, it unfortunately missed the ***** Ground pickup that day. Due to our weekend closure and an increased volume of orders, it was also not collected on Monday but was successfully picked up on Tuesday 02/11. While we do our best to dispatch orders as quickly as possible, free ***** Ground shipments are not guaranteed to ship the same day, unlike express orders. You can review our shipping policies here: *************************************************************************************************************.
  
  We regret any inconvenience this has caused and appreciate your patience. Please feel free to reach out to our Customer Experience team if there is anything further we can do to assist you.
  
  Best,
  ******
  MPB US Customer Experience Team Leader

• Initial Complaint

  Date:02/03/2025

  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 have been attempting to buy a camera and lens from MPB US for nearly a month. The first two times i attempted to make the purchase, the sale was canceled due to security issues a week or more after i believed the sale had gone through and the item was on its way. (the website says the items will be shipped within 1 business day). I have attempted to contact the support team and after numerous attempts to get clarification on what the security issues could possibly be, i got one single response that said sorry for your frustration, we wont tell you what the problem is, our decision is final. What!?Heres my end of it.first attempt: directly entered the card number into the website. Sale canceled, no money taken out of the account.second attempt: same card, but this time paid through ******. sale was canceled, no money withdrawn from account.third attempt: Different card, paid also through ******. This time the money was withdrawn from my account, then the sale was canceled, and the items i have now paid for as demonstrated by $882 and change being withdrawn by *** from my bank account, which i can prove, are currently list for sale. I searched the part numbers and there they are.Why cant i get customer support to help me purchase the items i have been trying to buy 3 separate times?How is it legal for MPB to take my money and immediately re-list the exact items i have just purchased for sale? This is theft.MPB has stolen my money. I would like to file charges against them but i dont know how.

  Business Response

  Date: 02/04/2025

  Hi *****,
  
  I understand your frustration, and I appreciate your patience while weve been reviewing your order attempts. The main issue was that, to pass our security checks when using ******, we require a response to the verification email sent to the ****** email address associated with the payment. We sent 4 emails to this address over the span of 18 days from 01/13-01/31 but unfortunately, we didnt receive a response, which is why the previous attempts were canceled.
  
  That said, as you have now successfully completed our ID verification link, were able to move forward with the order. This is also why your most recent payment has not been voidedthe order is not canceled, and we are proceeding with fulfillment.
  
  If you have any further questions or concerns, please let me know. I appreciate your cooperation, and were looking forward to getting your gear to you.
  
  Best, 
  ******
  US MPB CE Team Leader

• Initial Complaint

  Date:01/02/2025

  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.

  A lens was purchased from this company, The company keeps their barcode/sku stickers on the lens caps. Of the lens that was purchased, two were in stock. One was more expensive and lower cosmetic conditions were listed, the other was cheaper and had higher cosmetic conditions listed but had a faulty autofocus system. I was sent the cheaper one with faulty autofocus but it had the lens cap with the barcode and sku for the lens that was purchased. I believe I have been a victim of Bait and Switch.

  Business Response

  Date: 01/07/2025

  Dear *****,
  
  Thank you for bringing your concerns to our attention. We take matters like this very seriously, and I sincerely apologize for any confusion or frustration caused by your recent purchase experience.
  
  After reviewing your order, it appears that there was an error in fulfilling your purchase, and I completely understand how this situation may have raised concerns. While we never intend to mislead our customers, we acknowledge that the lens you received did not meet the expectations set by the listing.
  
  Im glad to see that youve already completed a return for the lens and that **** issued a full refund to resolve the matter. Additionally, weve taken steps to investigate this incident internally and ensure that our stock is thoroughly reviewed before dispatch to prevent similar errors in the future.
  
  Your feedback is invaluable to us, and we deeply regret that this experience did not meet our usual standards of quality and trust. If you have any further questions or if theres anything else we can do to assist you, please dont hesitate to reach out to us directly.
  
  Thank you for your patience and for giving us the opportunity to address this matter.
  
  Best,
  ******
  US MPB CE Team Leader

  Customer Answer

  Date: 01/07/2025

  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:12/26/2024

  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.

  On December 18, 2024, I purchased a "Like New " advertised with no visible wear and tear Canon Eos M200 camera. Upon receiving it via ***** on Sunday, December 22, 2024, I opened it and realized that it came with very visible wear and tear on the body of the camera and different parts of the camera as well as very visible scratches on the screen of the camera. Monday December 23, 2024, I called the company about the issue and the customer service representative initially blamed *****. (Which then speaks to the poor packaging of the company to begin with for a delicate electronic device, if they've experienced that before with *****.) Then he reached out to his team to ask if I was eligible to receive any amount of refund due to the photos, I emailed to them. They ultimately said no and offered a discount code for future purchases. However, I was deceived and now left spending a large amount of money for a used visibly damaged product. Also worried that if I send the product back, I will not get my refund at all, since they've already displayed bad business practices.

  Business Response

  Date: 12/30/2024

  Dear ******,
  
  Thank you for bringing your concerns to our attention. I want to personally apologize for the issues you experienced with your Canon EOS M200 purchase. At ***, we strive to ensure that every customer receives products that meet the conditions described, and I regret that this was not the case with your order.
  
  The Canon EOS M200 you purchased on December 18, 2024, was advertised as being in "Like New" condition, meaning it should show no visible signs of wear. I understand how disappointing it must have been to receive a camera with visible damage, including scratches on the body and screen. This does not align with the standards we aim to uphold.
  
  When you reached out to us on December 23, 2024, our team reviewed the photos you provided and initially suggested the damage may have occurred during transit. While this is rare, it is part of our process to consider all possibilities. We regret if our response did not adequately address your concerns or provide the reassurance you were seeking.
  
  I want to clarify that you are entitled to a full refund if the item does not meet the advertised condition. Our return policy allows customers to return products within 14 days of receipt. We provide a prepaid shipping label to cover the cost of the return, and once we receive the item, we process refunds promptly. Additionally, your purchase is covered under our six-month warranty, ensuring we can address any functional issues beyond the return window.
  
  Please dont hesitate to contact our Customer Experience team to begin the return process. We will ensure your concerns are addressed promptly, whether through a full refund or a replacement if available.
  
  I deeply regret the inconvenience this has caused and appreciate your patience as we work to resolve this matter. Your feedback is valuable, and we are committed to using this experience to improve our processes and prevent similar situations in the future.
  
  Best, 
  ****** *** ** ** **** ******

• Initial Complaint

  Date:12/26/2024

  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.

  Ordered Nikon P1000 suppose to be mint excellent. Battery port defective on camera and will not charge, battery is bad. Never been able to use camera and this business has no contact for customer service. This camera was defective on arrival and now I am out $970.36. I want a real mint working camera replacement or my money refunded. Very disappointed in this companies misrepresentation of item description as mint when in fact they obviously never tested for functionality and condition.

  Business Response

  Date: 12/30/2024

  Dear ***,
  
  Thank you for bringing this matter to our attention. I want to sincerely apologize for the issues you experienced with your Nikon P1000 camera. We understand how frustrating it must have been to receive an item that did not meet the standards you expected.
  
  At MPB, we take great care in grading and testing all the gear we sell, and we regret that this item did not function as described. To protect our customers in cases like this, we have a ****** return policy in place. This allows customers to return defective or misrepresented items for a replacement or full refund, and we provide a prepaid shipping label to make the process as easy as possible.
  
  Unfortunately, we have no record of you reaching out to us during the return window. However, wed like to reassure you that we are still here to assist. As your purchase is covered under our six-month warranty, you can contact our Customer Experience team directly to initiate a warranty claim. We will work with you to resolve this issue promptly, whether by repairing the camera, providing a replacement, or issuing a refund if a repair isnt possible.
  
  Your satisfaction is very important to us, and were committed to ensuring a positive resolution. Thank you for giving us the opportunity to make this right.
  
  Best, 
  ****** *** ** ** **** ******
  
  

• Initial Complaint

  Date:12/08/2024

  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.

  The store buys and sells used camera equipment. I sent them a lens and the transaction was fine. I then sent 2 more and they downgraded the condition and offered to pay a lower amount. I decided to accept the lower amount but spoke to 2-3 people that the condition was better and should be worth more.A couple of days later a $40 coupon was email to the public that I could have used. Since they wouldn't make a retroactive refund ****** **** and her manager and I agreed that a $50 coupon good for ANY future purchase would resolve the situation. I tried to use the coupon several times and ****** even gave me another.This week I was finally told that i had to spend $400 to use even though that was not the original agreement. It is unethical to change the agreement after the fact.Several customer service staff refused to do anything but did apologize for giving wrong information. So there is that admission of fault but no taking of responsibility for their error.

  Business Response

  Date: 12/10/2024

  Dear *******,
  
  Thank you for reaching out and sharing your concerns. Id like to address the points you raised and provide clarity on the situation.
  
  Regarding the Nikon AF-S Nikkor ******mm f/2.8G ** ** II ***** our Product Specialists assessed its condition and found multiple hair debris inside the lens. This impacted its resale value, and we had to adjust the condition to Good accordingly. As part of our trading process, the fact that we may adjust the final quote upon our assessment is outlined in our Terms & Conditions, and customers are always given the option to decline the adjusted quote and have their gear returned at no charge.
  
  For the Nikon AF-S Nikkor *****mm f/2.8G IF-** ***** we were able to increase the quoted value thanks to the inclusion of its original packaging, which added to its resale value.
  
  Regarding the $40 coupon (minimum spend of $300), this was part of a Black Friday initiative and could not be retroactively applied to past transactions. However, as a gesture of goodwill, one of our Seller Experience advisors offered a $50 discount code to acknowledge your experience. Unfortunately, she incorrectly advised that there was no minimum spend requirement. While this was an error on our part, all of our discount codes, including this one, are generated with a minimum spend requirement. In this case, the minimum spend for the code is $250.
  
  We sincerely apologize for the miscommunication and the frustration this has caused. While our advisors intent was to provide a resolution, we acknowledge that incorrect information led to confusion. Your feedback highlights areas where we need to improve, and well ensure this is addressed internally.
  
  Best, 
  ****** 
  ******** ********** **** ******
  US MPB 

  Customer Answer

  Date: 12/18/2024

  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]

  The business has failed to honor the terms of the coupon communicated to me by their sales ***resentative.

  I made the decision to not have the items returned and to complete the transaction based on the information provided to me by their sales ***.

  It is unethical to change the terms of the coupon AFTER the transaction has been completed because it is to their financial advantage to do so now.  What recourse do I have?  None.

  They act like they are making a huge sacrifice lowering the minimum purchase from $300 to $250.  That is a pitiful acknowledgement of their error. 

  The comment about the coupon amount and minimum spend makes it sound like they have no control over the coupons and they just happen.  Obviously, they can make a coupon have any value or minimum spend they want. The just don't want to.

  Very disappointed they won't acknowledge the error by their sales *** and just say "we'll do better next time".

   

   

   

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

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

  Business Response

  Date: 12/30/2024

  Dear *******,
  
  Thank you for sharing your concerns regarding the coupon terms communicated during your transaction. We understand your frustration and appreciate the opportunity to address this matter.
  
  After carefully reviewing your case, we want to reiterate that our promotional discounts and their terms are set within the parameters of our system, which includes a minimum spend requirement. These terms are consistent and cannot be modified retroactively. While we regret any miscommunication that may have occurred regarding the minimum spend requirement, we must adhere to these policies to ensure fairness and consistency for all customers.
  
  As a gesture of goodwill, and to acknowledge your concerns, we have issued an additional $100 discount code to your account. This is in addition to the original $50 discount code previously offered. You now have two discount codesone for $50 and another for $100that can be used on separate purchases. However, both codes are subject to the $250 minimum spend requirement, which remains consistent with our promotional guidelines.
  
  We understand that this resolution may not fully align with your expectations, but we believe it demonstrates our commitment to addressing your concerns while upholding our policies. If you have further questions or need assistance applying the discount codes, please dont hesitate to reach out to our Customer Experience team directly. Thank you for your understanding.
  
  Best,
  ****** ** *** ** **** ******
  

  Customer Answer

  Date: 01/02/2025

  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.

  It looks like this is the best they will do for me.  I know without the assistance of your office this resolution would not have been possible and is better than they originally proposed.

  Thank you for your help with this.

  BTW, one of my good friends is from ******** and his name is ****** *******. :-)

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

  
  

• Initial Complaint

  Date:11/19/2024

  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.

  On 11/11/24, I got received a quote from *** to sell a Canon camera body and three lenses. One of those lenses was a Tamron *******mm f4.5-6.3 Di VC - Canon EF mount that I had just purchased from a reputable local camera hope as an open box/brand new special. This lens had never been used. I got the lens on 11/5/24, used it for two hour-long sessions over the weekend on 11/9 and 11/10. The quote I received from *** for the Tamron lens was for $440 in a "Like New" condition. I shipped the gear including the Tamron lens to MPB on 11/12/24, and it arrived on 11/15/24. I received an email from *** on 11/18/24 stating their "product specialists ha(d) completed a thorough inspection of (my) gear which has resulted in an adjustment to the original quote." After receiving my gear, they now stated that due to dust in the lens, they were only able to offer me $375 for my lens. I spoke with customer service via chat (transcript of this chat is attached) who stated they were unwilling to reconsider their devaluation of my lens and they would send photos of the dust to me to prove their valuation was accurate. I asked the customer service person when I would be able to see the photos of my lens, and she stated within an hour or two the photos of the dust in the lens would be sent to me to substantiate their valuation. I have yet to receive any photos of dust in my lens, or any confirmation my gear is being returned to me. I know for a fact the lens I shipped to MPB on 11/12/24 had no dust inside the lens as it was literally brand new and had never been used, except for the two times I used it prior to sending it to them. It met their definition of "Like New," and thus I should have been compensated $440 for the lens as indicated in their quote. Now, I must wait another week to get my gear back, after already waiting a week for them to receive the gear I shipped. I have not been sent anything indicating they are shipping my gear back to me as I requested.

  Business Response

  Date: 12/30/2024

  Dear ******,
  
  Thank you for your patience as we reviewed your case. Id like to provide a detailed explanation regarding the evaluation and handling of your Tamron *******mm f4.5-6.3 Di VC - Canon EF mount lens.
  
  When we received your lens, initially quoted in Like New condition, our product specialists found it to align with our Excellent condition grade due to the presence of internal dust. While I understand this differs from your assessment, our specialists are trained to evaluate all gear based on resale standards, including transparency for future buyers. Accurately grading items ensures consistency and trust in our process. The fact that we may adjust our quotes upon inspection is stated in our terms and conditions:
  
  7.5.5 If we discover on receipt of the Products as part of the physical inspection that the actual cosmetic condition of the Products differs from the cosmetic condition grade set out in the quote and the initial valuation needs to be adjusted, we may offer you an adjusted quote.
  
  On 11/18, you declined the adjusted quote, and we promptly prepared your lens for return. To minimize inconvenience, we shipped the lens free of charge via express shipping on 11/19 as a gesture of goodwill.
  
  Unfortunately, during transit with ****** the lens was damaged. To address this, we filed a damaged-in-transit claim on 11/25. As outlined in our Terms and Conditions, these claims can take up to three weeks to process. ***** approved the claim on 12/5, and as part of our resolution, we honored the original Like New quote of $440, which was paid out to you on 12/16.
  
  We sincerely apologize for the challenges you faced during this process and appreciate your understanding as we worked to resolve the situation. Should you have any additional questions or need further assistance, please dont hesitate to contact us directly.
  
  Best, 
  ******  *** ** ** **** ******
  
  

  Customer Answer

  Date: 12/31/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and although I disagree with their description of how my lens became damaged, I find their proposed resolution to be satisfactory and therefore consider this matter resolved.
  
  Sincerely,
  
  ****** ********