Complaintsfor42nd Street Photo

• Initial Complaint

  10/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a Canon 5D Mark * through the website knowing that they sell aftermarket "gray" market cameras. I have purchased from them knowing this in the past. My original purchase of $1*99 included their 3rd party 5 year warranty. I received an email to contact customer service and several calls after to finalize the order. I call back and the salesman told me I ordered the EUROPEAN model. I had never heard of this being called that. He said several times that theres issues with plugs, Wi-******** using it in the US. His advice was to purchase the US model with the 1 year US Canon Warranty for $2399. I knew instantly after getting off the phone that this was probably not accurate given they are not authorized dealers and ONLY authorized Canon dealers include the 1 year US Canon Warranty. I called back immediately to change the order to the "European" model as this was a back up camera and I didnt need the US Warranty. No one answered the phones and I was given the run around when they did and sent to the same voicemail and left multiple messages. I finally reach someone 1 hour later and obviously I'm upset because I know once they process the order they were going to charge the 20% restocking fee if it ships and I return it. So I talk to the salesman who by then was SCREAMING at me that he CANNOT help. Supposedly their mail **** is in a different warehouse and yet this is a tiny shop in ***. After I pleaded for help to intercept the package because *** didnt even pick up yet he refused to help. After hanging up someone called back from their **************** saying they'll put a request to change the order and give me the price adjustment. None of that happened. SAVE YOUR MONEY. Of course the "US" camera was delivered, they did the voicemail game after calling 20 times. Now they want the 20% restocking fee. I finally get in touch with the salesman who sold me the camera and he is confused that this is a US warranty camera. You cannot register it with Canon at all

  Customer response

  11/25/2023

  At this time, I have been contacted directly by 42nd Street Photo regarding complaint ID ********, however my complaint has NOT been resolved because:

  The company refuses to acknowledge that they sold a grey market camera under the guise that it was an authorized *** camera. They refused to be of any help. They replied to the return that I must send another nearly $500 check to process a refund. OUTRAGEOUS. I will not give this corrupt business any more money. I do not know how they are still in business. Since deciding to open the product I quickly learned this was NOT a brand new camera and had several thousand shutter clicks since the number count on the files began at ****. Now after using the camera I'm continuously encountering an error code 70. Based on my research,  "Err 70. A malfunction with the images has been detected. If the error message is still showing, then it is necessary for the camera to be inspected by a ****************************." Except I cannot do that because this camera does not have a *** warranty. Not only did they sell an overpriced gray market camera that cannot be worked on in the ***, they sold me a used and broken camera. This business needs to be held accountable for their actions. 

   Issue remains unresolved and I'm terrified to reach out to them to be screamed at again. Horrible business practices. 

   

  Sincerely,

  *************************

  Business response

  01/03/2024

  Thank you for reaching out.  We are very eager to take care of this.  If you could please reach out to us at **************, we will make sure to work with you directly.  Thank you.

• Initial Complaint

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Dec. 19, 2016, I purchased a Canon 5D *********** camera body from 42nd Street Photo. I received the body. On 3/15/17 I registered the camera with Canon and added it to my CPS care services. As of 9/25/23 Canon is refusing to service this product stating that the serial number is Grey Market. This item was not purchased under the representation that it was a grey market item. The receipt doesn't state anything indicating that. I have reached out to the company with no reply back.

  Business response

  09/27/2023

  This order is from December 9, 2016 and nearly 7 years old.

  Customer response

  09/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  While the product was purchased several years ago, I'm not being told that I can't have it serviced by Canon because it's a Grey Market product.  This is the first I'm finding out about this, which is why the complaint is now being made.  There have been several complaints made against this company for the same thing.  I was sold a grey market product that was represented as being the true actual prodcut, which would come with a waranty AND the ability to be serviced by it's manufacture.  Because it's a grey market, I can not get anyone to service my camera.  I feel a partial refund should be given in attempts to rectify this issues with a company that I know find out has a VERY bad history of doing this. 

   

   

   

   

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

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

  Business response

  12/14/2023

  This purchase was over 7 years ago.  It is unreasonable to expect a refund but we have communicated several times we would be happy to repair it which we truly believe is going above and beyond based on the date of the original purchase.  Thank you.

  Customer response

  12/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I have reached out to the business via email to try to get them to resolve the issue with no response  I will not communicate with them over phone as I want documentation. Its not u reasonable at all to request a refund of some sort for something that was falsely represented  the fact is I bought an expensive camera under the representation that it was legit when in fact it was a grey market camera.  This business has a horrible reputation now of doing this not only to me but to several other people  they are continuing to rip people off. They cant be trusted to repair my camera.  

   

   

   

   

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

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

• Initial Complaint

  09/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This business is doing bait and switch scams with their advertised products online. I purchased a Fujifilm xt30 2 camera body for 900 dollars. I used a 3rd party loan service to pay for the camera. One day after I placed my order I received a phone call from the store. The gentleman told me my camera I purchased was an international version and the domestic version costs 300 dollars more because of a difference in menu languages. I believed the gentleman and he proceeded to open another loan using my information I gave him over the phone. I dont believe he is allowed to do this on my behalf either. I gave him my birthday and last 4 of my social to process the loan. On my loan, it shows he charged me 320 dollars for a Nikon retail kit balance. I looked up these facts later and saw reviews of similar situations happening to others online from this store. I researched my camera body I purchased and realized they lied about international versions. There are no international versions, much less versions that cost nearly 320 dollars more. I looked at the price and description of their website and it has no mentions of any international or domestic versions. Even if I wanted to buy a domestic version, I cant find it on their site because it doesnt exist. I am not able to cancel this bogus lease with the 3rd party because I need this fraudulent store to admit they lied to me. This is a classic bait and switch situation. I need help with this issue because I dont want to get into arguments over the phone with a fraud shop owner. They lied to me and overcharged me 320 dollars more than the price advertised on their website. If you look up the prices of this camera body, all other shops charge 900 for the camera body. I couldnt find a international or domestic version of this camera anywhere online either. This is a fraud on their behalf.

  Business response

  09/20/2023

  Please send the item back and we would be happy to provide a full refund when it is received.  Thank you.

• Initial Complaint

  08/17/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Transaction date: August 8, 2023 Purchased a Canon EOS 5d *********** camera body and warranty, received a call stating that this camera was the non-** model so it wouldn't have a lot of the capabilities that are listed in the description (wifi, correct power adapter, language, etc]. I was told that they do have a US version but that the US model is listed at $2600, but they could get it within my price range if I purchased the floor model. It would be $131 more since they had recently had a sale and could still offer me the sale price. My only concern was that it might have a high shutter count (measures usage in a camera). I was assured that the number was under 500, so I agreed.Just went to register the product on the Canon website and it can't be registered since it is a non-US model. So I called back into 42nd Street Photo and was told by the same gentleman who sold me the item that it won't register on the website because I bought the extended warranty with it? What? That's not how that works. You need to be able to register your product to download updates and easily find accessories.Called in to Canon to verify. Serial number is listed as a "grey product" and sold by an unauthorized retailer. So I was sold a non-US model instead of a non-US model for an extra $131.Yes, it's on me that I just assumed they were legitimate. Website and actual store that I've seen with my own eyes. Just the same old bait and switch that you see on every one of these reports.I can't even check the shutter count on the body because I can't register it on the Canon site and access any of the programs that are meant to do just that. So it could be just a used camera and be near the end of it's expected life. It can't be serviced by Canon authorized repair shops.I've saved up for 2 years for this camera and it's just heart wrenching.

• Initial Complaint

  05/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a **** A7RV from 42nd Street Photo on May 15th; my order number is ******. I bought this camera because is was listed as a few hundred dollars cheaper than the rest of the competition and my mom had bought a camera through them in the past with no issues. After buying the camera I was sent an email saying that there was an issue with my purchase and that I needed to call their processing department at **************. I called this number and the guy I talked to told me that I had bought the "international model" and that it didn't have the ** warranty or the built in WiFi; I was then asked if I would like to upgrade to the ** model, which I agreed. This new model ran me an extra $400 dollars that I was not expecting to pay for. I feel "bait and switched" as I felt pressured to buy the ** version as I had a few photo shoots coming up and I needed the camera. I also looked at their page thinking that I may have clicked on the wrong model, but alas, there was only one model shown one their website and there is no indication that I can find on their website to tell any interested customers that what they are looking at is the "international model"; another thing that I find interesting is that the product page specifies that it does have built in WiFi, so now I am wondering if I was lied to on the phone. After having this phone call and looking at reports of other behavior I can see that this is a common issue with this company and that they use shady selling techniques to sell. Overall I have had a terrible experience with this company and would not shop here again. I am looking to get a partial refund to the original amount specified on their website that I planned on paying for.

  Customer response

  06/17/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by 42nd Street Photo regarding complaint ID ********.
  
  Sincerely,
  
  *********************
  

• Initial Complaint

  01/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a new Canon R6 *********** camera body and Canon R *****mm L lens along with a lens filter from 42nd Street Camera on Jan 15, 2023 for a total of $4357.99. Similar to many other complaints, I received an email and a call the next day from a **** at 42nd informing me that both the camera and the lens are the European models and would not really work in the US - no GPS, wifi, 220V plug, etc. I asked why they were the only listed models on their website, where are the US versions listed? He said they take them off when they have low stock, but I have now searched their site and I do not see any US versions. Total bait-and-switch. I asked **** to please cancel, but he informed me it would be a 6% restocking fee, $261. I ended up caving to pressure (and not wanting to lose hundreds of dollars) and asked for the other versions. This ended up costing me $5,319.97. An extra $779.98 due to their false advertising. I would like this money back as I now see this was not my mistake but clearly their pattern of false advertising, bait and switch tactics, and coercive business practices.

  Business response

  02/07/2023

  We called and emailed the customer.  No response.  We are eager to help.
  
  Please call ************** and ask for ***********
  
  Thank you!

• Initial Complaint

  12/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I placed an order for a Canon EOS 5D *********** DSL Camera with 42nd St Photo on 11/23/2022. The advertised price was $1529 whereas I was told that it is for an Import Model and with different video system. I will need to pay $1,999 if I want a domestic model. I agreed since I needed the camera urgently. Immediately after the call, I was going through some reviews of this store and came to know that there is no difference between these models technically and they are the same. The camera offers both PAL and NTSC options. The import models do not have Canon warranty. I should have done this research earlier. I did see that this store has decent ratings and did not go into the details to see that many other customers had the exact same experience. Within 30 mins of my call with the agent, I called them back and asked them to cancel the order. They declined. I would now like to get the excess amount $470 ($1,999-$1529) back from them. They had also promised 5 years Extended Warranty (refer order) whereas they have sent 3 year Warranty. I have tried calling them without any response.

  Customer response

  01/09/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by 42nd Street Photo regarding complaint ID ********.
  
  Sincerely,
  
  *****************
  

• Initial Complaint

  10/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I found a Canon Canon EF *****mm f/2.8L III USM Lens (82mm) lens their online store at a good price for my daughter who had started in real estate photography. I placed an order. I received a call and an email the next day from **** asking me if I meant to order the International version and that I should have ordered the U.S. version. I never saw this information mentioned on the ad for the lens. **** advised me to purchase the U.S. version at a price several hundred dollars higher. I also purchased a warranty and a polarized lens. When the order arrived, my daughter met with her boss about the new lens and they decided she should get a different lens and/or different camera for her work and I should return the lens. Mind you it had not been used, only examined and discussed with her boss. I called 42nd Photo to get an RMA number (a return number) and was shocked to find out they intended to charge me a 20% restocking fee for the two lens and that I would lose my $300 for the purchase of the warranty for the lens. I find this shocking. Clearly, I was a target for bait and switch. Their website does not list lens as international. I feel I was tricked into spending additional hundreds to get a U.S. version. Why would they additionally charge me a 20% restocking fee and not refund me the warranty fee? I feel so cheated and taken advantage of by this company. I am a senior citizen with limited income and was trying to do something good for my daughter and provide a sale to the 42nd Street Photo. I was considering exchanging the product but I feel they use trickery and deception. And now I am afraid to do business with them. I would like a full refund. I even spent extra dollars to have it sent out to me express delivery. What a terrible and deceptive practice they have. I don't understand how they could treat me this way and I hope someone will contact me to process a full refund.

  Business response

  11/11/2022

  We ask that the customer call ****** at **************.  We would be happy to rectify the matter.  Thank you.

• Initial Complaint

  09/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered 2 lenses listed as new (I have a screen shot). Order #****** 9/23/2022 New Nikon 24mm $459.00 New Nikon 20mm $599.99 On-line at the dealer's website my order was changed to show "Floor Model" rather than new (I have screen shots right after the order and a few hours later when it was changed).When I saw the order had been changed to "Floor Model" from new, I e-mailed and I asked to cancel the order (I have copy of the email) but they went ahead and charged it to my credit card.I'm asking for a refund since they don't have what I ordered.

  Business response

  10/03/2022

  Item was not shipped and full refund was given.  Thank you.

• Initial Complaint

  09/21/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I ordered a camera and lenses from 42nd Street Photo. They did a classic bait and switch. I ordered a camera ***** A7RIVa) online and two lenses. The Camera was advertised as costing $2,799.00. One lens ***** *****mm) cost $1,698.00 and the other lens ***** ******mm) cost $799.00. I also ordered a lens kit for $129.00. I paid $37.95 for express shipping. I placed the order on Monday September 19, 2022. When I received no notice(s) I called the store on Tuesday September 20, 2022 because I thought I paid for 2 day shipping. I believe I spoke to ****. **** inquired about signature delivery - I said no. I told **********'d been shopping at that store for 45 years, but generally in person. He asked about whether I wanted the US warranty or was ok with the one they had. I said the one they had was fine. **** then told me that the *****mm lens was a only available with a US warranty and that it would cost an additional $100.00. I told him that was not what the website said, I have photos. He insisted it was a US warranty and that there was some footnote I was unable to see on the website. I needed the equipment and said ok, send the camera and both lenses. **** then tried to sell me memory cards and I declined. The first call ended. **** called me back about 2 minutes later. Now the Camera was an extra $500.00 for the US warranty. I said not so much I'd take the other. **** insisted it was now $500 more. I told him the price on the website is what I agreed to pay. He said not possible and that the camera cost more at other retailers. I told him I looked and chose his story because of their advertised price. In the end it was a bait and switch. The price I agreed to pay and the advertised price online was $5,443.94. The ******************* charged my credit card was $6,046.93, $602.99 more than what was advertised and what I agreed to pay. The online prices are still on their website 1 day later and are still $602.99 less than what I was charged.

  Business response

  09/23/2022

  A partial refund was giving and the customer was satisfied.  Thank you.

  Customer response

  09/23/2022

  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:

  After far too much back and forth on the phone 42nd Street Photo agreed to refund the overcharged amount and also refund the express shipping I paid for because they actually shipped ground (ostensibly becuase *** is faster by ground than express to ******* from ********). As of today, I have not received a credit or refund on my credit card. I cannot be satisfied until they live up to their advertised bargain. 

   

   

   

   

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

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

  Business response

  10/07/2022

  A partial refund was requested by the customer and given.  Thank you.

*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. ↩