ComplaintsforAdorama Camera

Photography Equipment

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Initial Complaint
07/02/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I purchased a new Nikon Z7ii that never came via UPS.When I made my purchase on June 19th, 2024 which included a Nikon Z7ii, a *****mm f/2.8, and a ******mm f/2.8, among a few other items, Adorama was quick to offer me overnight shipping. But when the packages arrived, the Nikon Z7ii was missing from the order. The packages were tightly packed and there was absolutely no room in either of the packages that were sent for the Z7.When I called Adorama on Friday morning at 8:00am, they told me they needed 1-2 business days to look into the issue. When I had heard nothing back by the following Tuesday and called them back, they requested more time to look into the issue. I continued to wait and by Tuesday, July 02, 2024, I called them back. They said they reviewed the **** footage and the camera was included in the shipment and that they needed to file a claim with UPS.I was hesitant to order through Adorama in the first place because I am usually a devout B+H customer, but B+H was sold out of the Z7ii's. Adorama has offered nothing in exchange for this massive inconvenience, and simply are not even apologetic about the issue.
Business response
07/02/2024
I have been asked to review the issues raised in your recent communications with Adorama and would firstly like to offer our sincere apologies for any inconvenience or disappointment that *** have inadvertently been caused to you.
*************************************
Ord# *********** Date 06/19/24
********** - Nikon NIKKOR Z *****mm f/2.8 S Lens with Hoya NXT Plus 82mm UV+CPL Filter Kit $2076.95
********* - Nikon NIKKOR Z ******mm f/2.8 VR S Lens for Nikon ** ****** w/77mm Filter Kit $2296.95
******** - Nikon Z7II Mirrorless Camera with 128GB SD Memory Card, Extra Battery, Cleaning Kit $2296.95
These shipped vi *** next Business Day delivery ****************** & was DELIVERED on 06/20/2024 at 03:04 PM

Customer contacted us on 06/21/24 stating that all were delivered but the ******-NIKON**Z7 MRK II MIRRORLESS CAMERA
We issued a $25.00 gift card for his troubles
We checked with our warehouse and on 07/01/27 they verified that all were shipped, and nothing was left behind. On top of the refund for the missing item Customer wanted 10% discount on his order which unfortunately we cannot comply
At least he is asking for a refund for the missing ******
If we will be refunding the since the kit included: ILXSD1281667 & GXENEL15CV3 & PROXCPK1 we would need these to be returned ($104.85)

Since all items did ship from our warehouse, we submitted a damage claim with *** on 07/02/24.
*** should be coming to the customer to inspect the packaged before they rule on the case.
*** claims can take up to 10 business days (Not including Saturdays, Sundays or Holidays), in this case up to 07/17/24
Initial Complaint
06/25/2024
Complaint Type:
Delivery Issues
Status:
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.
My Adorama Order # ********-1. I placed this order over 12 days ago. And according to order history showing Adorama Give me an **** tracking # **********************. But when i check with **** Adorama never hand my order to ****. **** still awaiting for package over a week. Please ship my order At no Extra cost expidited shipping ASAP! I have waited and chatted to many adorama reps many times. Please ship my order ASAP!
Business response
06/25/2024
TRK# ********************** was created on 6/17/24 but it had not shipped. It was Reprinted on 06/20/24
Please allow 7-10 business days (Saturdays & Sundays and Holidays not included)

Customer response
06/27/2024
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] Adorama still has not shipped my printer. **** still waiting for the item. Please give my printer to **** ASAP! I do not want to wait for another 7-10 business days.

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

Sincerely,

** ***

Business response
07/03/2024
Refund was already processed on 06/28/24 but I see that the shipping was not
I just refunded the shipping now

Customer response
07/10/2024
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]

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

Sincerely,

** ***
Initial Complaint
06/21/2024
Complaint Type:
Product Issues
Status:
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.
Simply, I ordered a laptop from this company (MSI Katana Gaming Laptop) and what was delivered was the complete wrong product (a desktop computer with inaccurate specs). Naturally I requested a return/refund from Adorama and shipped the product back to them. The defective product arrived to their return address (***********************************************************************) on 14 June 2024. The seller requests the customer wait 7 days for a return to be issued. Unfortunately we are at the 7 day **** and I've gotten no assurance a refund has even been initiated.
Business response
06/21/2024
Looks like this was an Amazon Listing error
We were selling on Amazon the **** ************ Gaming Desktop Computer but Amazon linked our item to the wrong product, to the ASIN# ********** Laptop
When the order comes in to us from Amazon it comes in with the item WE are selling, the ************-Gaming Desktop Computer. We shipped it to:
******* ************* **** ** *** *** *** * ************ ** ***** **************
This was Drop shipped from vendor ****************** &was delivered on 06/12/24 at 10:42 am to ***********, **
And at 12:06 pm - Return ********************** ******** ******* **
We are still checking with the warehouse if we got back the correct item
Initial Complaint
05/17/2024
Complaint Type:
Delivery Issues
Status:
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.
We bought one item from this company for which the transaction was satisfactory. Subsequent to the purchase, the company sends survey and other emails. Even after asking them 3 times to remove us from any emails, they continue to email over and over. Horrible customer service
Business response
05/20/2024
We are working to have these emails stopped
Initial Complaint
05/16/2024
Complaint Type:
Product Issues
Status:
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.
The company sent the wrong item initially due to and invoice creation error, contacted them again upon reorder of the product with proof of item purchased requesting they send the correct one, their response amounts to we know its wrong but we're going to send the wrong item again unless you cancel the order and take your business to our website. Amazons policies are the only reason i feel safe doing business with this company. They refuse to fulfill the reorder with the correct item and are instead heavily urging me to take a refund.
Business response
05/16/2024
Our feed to Amazon was for the white one but Amazon incorrectly linked us to the red one.
On Amazon orders we can't make any changes to the **** we need to process the orders as is or cust can cancel it. We can't even change the color because that would be a different ****
HIs Amazon IntOrd#: ******************* came into us for the White one, **** ************ (because this was our feed to Amazon, we only offered the white one on Amazon)-So when it comes in to us as an order, it comes in a the white one.
If he replaces it on Amazon, the same will happen. HIs new Amazon IntOrd#* ******************* is again by us for the White one, so, for now we put this order on Hold so not to ship the white one again.
We sent him a prepaid *** return label to send back the white one on Amazon IntOrd#: *******************. Once we get this back, we will process his refund (thru Amazon)
He can then place an order with us for the red one, but unfortunately, we are currently out of stock of the red one.

Customer response
05/17/2024
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]

All color options are available on their amazon storefront, they never once stated to me they only sold one color option on amazon nor did they ever state they were out of stock of the color option i ordered. Their attempt to redirect me to their website to order the correct color shows they are not out of stock of the product ordered. A refund was not requested but the correct product is. A return is being prepared for an exchange not a refund.

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

Sincerely,

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

Customer response
06/11/2024
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]
Company refused to acknowledge their mistake, claiming that their invoice creation system was not to blame. The amazon order was placed for a red case which us still marked as available via their amazon storefront. Only shipping white when displaying all color varieties is false advertising and there is no excuse, they refused exchange for the correct item, and demanded the return for a refund. Refund was only accepted as doing business with their terrible customer service was unbearable, i advise others to not conduct business with them, 3rd party or otherwise.

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

Sincerely,

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

Business response
06/11/2024
Amazon linked our product to the wrong item. To our SKU# ************ which is the white one

**** Y70 Upgraded Modern Aesthetic Dual Chamber Panoramic Tempered Glass Mid-Tower ATX Computer Gaming Case with PCIE 4.0 Riser Cable Included, Red (**************)
ASIN: **********
SKU: ************

So, when the order comes in t us it comes in with the item we are selling, the white one and when the order cones in form Amazon we cannot make any changes t the sku#

The problem is we are not selling the red one on Amazon. Amazon linked our product ************ (white) to the wrong item (to the ************) We are selling the red one SKU# ************ at the same ****** price on our website.
Initial Complaint
05/15/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I ordered a $2,599 drum set from Adorama on 4/1/24 (Order # ********-1). It's a set that included parts to allow for 9 drum components (ie, snare, kick drum, toms, etc)... The module also has 3 Auxiliary inputs to expand the set from 9 to 12. One of these Aux inputs is broken/defective. So instead of a 12-piece drum kit I have an 11-piece drum kit. I contacted Adorama by phone within the return period, April 24, and they were going to get back to me, but didn't. I contacted them by email a few days after the return period and they didn't respond. I waited a couple more days and contacted support by online chat. They were not able to help me, even though the issue existed and was communicated within the return policy.They are insisting I go through warranty repair with ******. I have been through warranty repairs with a TV before and you don't end up with a 'new' product. You end up with a refurbished product in most cases and have to go through many weeks long process.Returning "may" be an option, if approved, but I'd have to rent a truck just to take this back to **** I do still have all the boxes.What I'm asking for is a 10-15% refund and to live with the fact that it will only allow for 11-pieces, not 12. That's easier than a return, and better than dealing with ****** and getting a module that doesn't feel 'new'. I have a video of the broken functionality if needed, but it's larger than the MB limit for attachments below. I can approach ***************** but they recommend this first (pursuing refund), esp since it's to big to fit in my car.
Business response
05/15/2024
Customer first reached out to us on Friday 5/10/24 (5 weeks after delivery-Our return policy is for 30 days) via email:
I can't get AUX 3 input to work on the main brain of this drum set. Please advise, I called about a week ago and someone was going to look into it but never got back to me.
If you can send out another TD-27 main module I would be happy to send this defective one back.

But the only call we have from him was on 04/01/24 the day he placed his order

We replied: This item is now under ********* warranty. Do not worry as you are still fully covered by the manufacturers warranty. All warranty coverage is handled directly through the manufacturer.
They can be reached at: ************ or ************

Customer contacted us again Monday 05/13/24 via Chat:
**** **** ****** ** *** ***** ** **** *** * ********* ***** *** ****** **** **** ******* *** * ***** ******** * *** ****** ** *** *** ****** ** **** * ******** **** *** ** **** **** ***** ** ** **** ** ******** *** **** *** ***** ***** ******* ***** ***** *** ***** ****** *** ***** **** **** ** ****** ** ******* *** *** ***** **** * ****** ******* **** ***** **** **** ***** ******** * ***** ***** *** **** ****** *** ******* **** ******* ******* ********* * ******** ****** ****** **** *** * *** ****** *** **** ** **** ** * **** *** ******* ** * **** *** **** * *** ****** ****** * *** ****** * ***** ** *** ***** ** ** ****** **** ***** ******** *** *** ***** **** *** *** ******* ** ****** *** *** ***** **** **** **** ** ***** ********** *** *** ****** ****

We replied: Thanks for waiting. This item is now under Manufacturer's warranty. They can help you with the trouble shooting and other technical assistance. Also, if the item is indeed faulty, do not worry as you are still fully covered by the manufacturers warranty. All warranty coverage is handled directly through the manufacturer.
They can be reached at:
Tel: ************ or ************
Website **************************

Customer service inquired if we could make an exception and allow the late return. It was approved. **************** will be getting back to the customer with prepaid return label and instructions:
Note: Returned or exchanged products must returned complete and in physically brand new, mint condition, and have all the original manufacturer's box*, packaging materials, and accessories, including instruction booklets, packing inserts, and blank warranty cards. *Note: Serial numbers on the item and manufacturers box must match.
Any merchandise missing the original Universal Product Code (UPC) cannot be returned. The manufacturer's labeled packaging must be enclosed within an additional shipping carton. Please do not place stickers or shipping labels on the original manufacturer's package. Please use a corrugated box, (if you no longer have the original shipping box) and provide internal protection such as bubble wrapping to ensure safe transit back to us, and close/seal it securely.
Customer response
05/16/2024
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:

Adorama may not have recorded the call to my account, but I did call within the return period (see attached). My first contact in this case mentioned that Adorama denies having a record of my call, but I did call. So the response "we don't have a record of your call" is not sufficient.
Please keep this case open and send this response to the business. I will pursue a credit card chargeback if needed. But if I do that it will be for the value of the broken TD-27 module, $1,500.
BBB, Please keep this case open until back and forth emails are resolved. Thanks!
Sincerely,

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

Business response
05/27/2024
Return was approved
A *** return label sent Track# 1Z0X118A9096241433 5/22/24 for Ord# ******** Date 04/01/24
ROTD27KV2 ROLAND ***27KV G 2 V-D PAD SET 2380.67
ROMDSSTD2 ****** MDS-STD2 STAND (SOLD AS 218.33
But he has NOT shipped it back
We need to have this back before any resolution can we issued

Customer response
05/30/2024
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.
1. Adorama originally responded approving the return and sending 1 shipping label.
2. I replied to let them know the order arrived in two shipments and has two large boxes. I requested a 2nd shipping label or a partial refund.
3. Adorama agreed to a 20% partial refund (as per attached email). I'm satisfied with this result for an item that would've been VERY difficult to disassemble, re-box, and return.
A little damage with a discount is much preferred over trying to repack, disassemble, and get a truck to return this. It "mostly" works, so 20% is reasonable. THANKS!
Sincerely,

*********************
Initial Complaint
05/09/2024
Complaint Type:
Product Issues
Status:
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.
I placed an order Photobooth printing paper for next day delivery and did not get order the next day. I called and canceled order because I had to cancel my scheduled event due to not having printing paper. The representative said order was lost but on *** end it said they were awaiting package. I told the representative I wanted a full refund and cancelled the order. She agreed and offered me a $25 credit. 2 days later, *** tracking shows package was delivered, but I never received it. I called them back and told them what happened and they said there are launching an investigation and with 5 to 8 business days, I will receive full refund and the $25 credit. Today is a full month and they told me that the case is closed. I do not recommend using this company. They took my money and not trying to give it back! I have attached a few screenshots of our email correspondence as well. These are SCAM ARTIST!!!
Business response
05/09/2024
IntOrd#: ******************** / Ord# *********** Date 03/04/24
****** **********
*******
Returned / Full refund issued

IntOrd#: ********************  / Ord# *********** Date 04/15/24
**********   ***********
*******
This order was OK

IntOrd#: ********************  / Ord# *********** Date 04/17/24
*********** DNP DS620 PRINTER MEDIA
Customer claimed DNR
We sent POD
Proof of Delivery
Tracking Number
******************

Weight
9.20 LBS

Service
*** Ground

Shipped / Billed On 04/17/2024 To
**** *********************** *** ****** **
Delivered On
04/19/2024 4:44 P.M.

Left At
Met Customer

Reference Number(s)
********

We filed a claim with ***
But per *** The investigation has been closed. We were unable to contact the receiver.
dispute filed & ongoing
We can process credit once *** approves the claim

Customer response
05/10/2024
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:

[This is correct!]
This is *****************************. The order was cancelled and the original representative stated the package was lost. Please pull the phone call and verify that the representative told me I will get a full refund and also that the package was lost. I called them soon as possible and told them I have not received the package. I've been hung up on several time by there customer service representative. This is very frustrating and disheartening this company is doing this. Please provide me with full refund or provide me with the Printing Paper I never received! I would like a call from somebody in their corporate office that I can talk to because the 1800 number is no help. If you look up their reviews online, they are absolutely horrible!
Sincerely,

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

Customer response
05/30/2024
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

Horrible company!

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

Sincerely,

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

Business response
05/30/2024
*** approved the claim on 5/14/24 and Full refund was issued on 5/14/24
We also gave him a $25.00 gift card for his troubles
Initial Complaint
05/07/2024
Complaint Type:
Delivery Issues
Status:
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.
I ordered 3 items from Adorama on the evening of 4/21/2024: a guitar, a guitar cable, and a guitar stand. They shipped the items in two separate boxes with 2 tracking numbers (******************* ******************). The first contained the cable, the second was supposed to contain the stand and the guitar, but it only contained the stand. The box was nowhere near big enough to hold a guitar. I got both boxes on 4/29/2024 and tried to contact Adorama the next day to see what happened to the guitar. I sent them pictures of the boxes clearly showing the tracking numbers and the obvious "non-guitar" size of the boxes. They have been "investigating" since then and have refused to either ship the item immediately or refund my money.
Business response
05/07/2024
Complaint #********
Ord# ********

Phase 2 Invc# ********
GCRIGTRSTD1 STAND 1 12.99 (2.0 LBS)
CH2969413539 GUITAR 1 ****** (13.2 LBS)
15 LBS SHIPPED VIA TRK#****************** This was the guitar & the stand.
Delivered & signed for 4/29/24
Per our records/Warehouse we shipped both n this 1 box
We are still investigating this with our warehouse

Customer response
05/08/2024
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:

Theres no warehouse investigation necessary. The box they sent couldnt contain a guitar unless the guitar was chopped into pieces. The stall tactics of Adorama are absurd. Also, no one signed for any package. Had I been given the opportunity to sign for the packages with an expectation that it contained a guitar, I would have refused delivery. Since the delivery had already been split into multiple boxes with separate tracking numbers and the delivery had already been noted as delayed, I figured the guitar was coming later that day (or week) in another box.

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

Sincerely,

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

Business response
06/14/2024
Ord# *********** / Invc# ********
The small box TRK*******************
Was the HOGTR210 HOSA GUITAR CABLE $12.95

Ord# *********** / Invc# ********
****************** the large box
Was the CH2969413539 CHARVEL PM Guitar 699.00
and the stand
Initial Complaint
05/03/2024
Complaint Type:
Service or Repair Issues
Status:
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.
The details of my experience, associated with Invoice #********, are as follows:I purchased a used computer from Adorama, believing in the company's reputation for quality products and service. However, shortly after receiving the computer, I discovered that the *** was faulty. Seeking assistance from Geek Squad confirmed that the *** was indeed defective.Upon contacting Adorama to address the issue under warranty, I encountered numerous obstacles and unfair practices. Firstly, Adorama insisted that I return the entire computer package for assessment, rather than just the faulty ***. Despite my concerns about potential damage during shipping, I complied with this requirement.Subsequent to this, Adorama's assessment conveniently blamed the shipping process for damaging only the ***, absolving them of responsibility for providing a faulty product. Instead of taking accountability, they shifted the blame onto the shipping company, leaving me to deal with the repercussions.Furthermore, Adorama's handling of the insurance claim with the shipping company was equally disappointing. It appeared that Adorama was banking on the shipping company covering the full cost of a new ***, rather than taking responsibility themselves. I was even required to provide evidence of the insurance payout, adding further frustration to the situation.To compound matters, Adorama now expects me to pay for the return shipping of my useless computer, despite failing to provide a satisfactory resolution or fair compensation for the defective product.This experience has left me deeply dissatisfied with Adorama's customer service and business practices. I believe that their actions demonstrate a lack of integrity and accountability, and I am seeking your assistance in resolving this matter fairly and promptly.Thank you for your attention to this matter. I look forward to your assistance in addressing this complaint against Adorama.
Business response
05/06/2024
This was returned to us physically damaged
The extension cable seating was ripped. It's hard to see but there is also bend on the back where the *** connects to the case for security. This causes all items to not seat properly when screwed into the case. This unit will not boot up correctly even with the *** removed. These unseen damages and renders the unit unusable.
Customer used his label to return it to us but when we receive it, it was physically damaged. unfortunately, we cant give any credit customer took it to a repair shop without authorization. Somewhere between Geek Squad and getting back here it broke even more. The original customer claim was that it slowed down during heavy use. I saw the Geek squad receipt where they verified the *** was damage and re-installed windows, meaning it was working at some point.
By the time it got back here, it was totally DOA. As per the customer, they already filed a damage claim with **** but he will only receive $163.11 from the *** damage claim because they did not insure it in full.
Unfortunately, once customer take it for repair elsewhere without our authorization, this voiced the Adorama Warranty
05/01/24 We already informed that we are unable to issue any refund for this order. The customer just wants to get the item back.
We requested that the customer send u a shipping label for us to return their defective & damaged item back to them.
Customer response
05/08/2024
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:

I must express my dissatisfaction with their response and seek further clarification on several points:

It appears that Adorama is disputing the state of the *** upon receipt, preferring to attribute its malfunction solely to post-shipping damage. Prior to shipping the ** to Adorama, I made contact with Adorama where they were made aware of me taking the ** to Geek Squad. Adorama still stated they would rectify the issue if I shipped the ** back. Made no mention of the warranty being voided. Why would they ask that I ship the ** back so they can fix it if the warranty was voided?
I find it perplexing that Adorama chose to withhold information regarding their intended course of action until after I initiated a shipping claim. Furthermore, their requirement for me to prove the amount received from the claim before disclosing their decision raises questions about their transparency and commitment to resolving the issue promptly. Could Adorama provide insight into their decision-making process and the rationale behind these actions?
Despite their assertion that a shipping label was requested for the return of the damaged item, I have yet to receive any instructions on how to provide one. It is essential for me to understand the procedure for returning the defective product, and I urge Adorama to promptly provide the necessary information to facilitate this process.
In light of the aforementioned concerns, I respectfully request that Adorama provide a more comprehensive and transparent response to address the issues at hand. Or, just refund me for the computer they sold to me with a bad ***.
In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Business response
05/20/2024
******** ******************** ***** ************** ******** **** ******** ** ******* * **** **************************** ********** * ********
Customer first reached out to us over three months later, on March 8th, 2024, after he already took it to Best Buy's Geek Squad, He just got it back from them and they were telling him that the graphics card was faulty. they said when they maxed out the *** on it, it would crash
Geek Squad tried re-installing windows. When we opened the item, the *** was broken from the case mount. It was swinging freely and damaged the case itself some. We removed the graphics card but were not able to get any kind of image from the whole computer. Somewhere between Geek Squad and getting back here it broke even more, not just issue the Graphics card, which did work for the customer before it got physically damaged.
Adorama warranty is valid only at Adorama Camera. Improper repair or warranty service performed by someone other than Adorama Camera will void this warranty. We sent him a working computer & got back a physically damaged one.
The only thing we can do is to can send this unit back to him if he would send us a return label covering return cost & liability. He can go to UPS.com to create/pay for a label there & then send it to us via email. Once we receive the label from him, we will have this unit returned back to him.

Customer response
06/12/2024
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:

I appreciate Adorama's response and the information provided. However, I still have several concerns that remain unresolved.
Firstly, I reached out to Adorama because Geek Squad identified the graphics card as faulty. It's worth noting that Adorama instructed me to ship the computer back to them for evaluation, even though they are now claiming that Geek Squad's involvement voided the warranty. If Adorama would have advised me of this at that time, I would still have had a working computer with a bad graphics card that Adorama sold to me. But since I needlessly sent it back to Adorama, the product became in even worst condition while in their possession that they are refusing to refund me.
Secondly, the damage to the graphics card and case was not present when I initially sent it to Adorama. The computer was in working condition, albeit with a faulty graphics card, as confirmed by Geek Squad. I am concerned that the additional damage occurred while in Adorama's possession. Originally, Adorama only informed me of the damaged GPU during shipping, but Adorama adds more issues with the ** with each message. It appears the ** is getting into worst conditions while being stored with Adorama.
Thirdly, I am disappointed that Adorama's only solution is to return the computer to me in its current, unusable state. This does not address the core issue of the faulty graphics card, which was the reason for contacting Adorama in the first place. Furthermore, I am now being asked to bear the cost of return shipping for a product that was defective when purchased. Their response to BBB is also the first time that Adorama provided any instructions on how to get my (now useless) computer back. Could they maybe provide some packaging information and an email to send it to? How am I supposed to buy them a shipping label with no information about the package?
I am also concerned by Adorama's refusal to inform me of their intended course of action regarding the computer until after I filed a claim with the shipping company. It seems rather dubious for Adorama to wait and see if they can get *** to pay for the total cost of the computer before taking responsibility for their actions in this whole process. Whether *** pays $2 or $2000, it should not have prevented Adorama from informing me of what they would do to fix my computer or that they had no intensions of repairing my computer at all.
I respectfully request that Adorama reconsider their position and offer a solution that addresses the faulty graphics card.Ideally, I would like a refund or a replacement computer. If that is not possible, I request that Adorama cover the cost of return shipping and repair the damage that occurred while the computer was in their possession.
I believe this is a fair and reasonable request given the circumstances. I am hopeful that Adorama will work with me to resolve this matter in a satisfactory manner.
Thank you for your time and attention to this matter.
In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

***********************
Initial Complaint
04/23/2024
Complaint Type:
Delivery Issues
Status:
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.
Hello Adorama and Better Business Bureau,I am opening a case against Adorama through BBB because I have not received any response from their support regarding my trade-in (Trade-in number: *******). On February 15th, I traded in my Leica gear with Adorama to sell it through their platform. After receiving the prepaid *** shipping label, I carefully packed and sent my gear to them. According to *** tracking information, the package was delivered on March 5th. However, since that date, I have not received any communication from their trade-in team despite reaching out multiple times.I contacted Adoramas support several times, and each time I was informed that the trade-in team would contact me, but they never did. On March 15th, I received an email notification stating that my package had arrived at their warehouse for inspection, but I have not received any further updates since then.Approximately one week ago, I called their support and was transferred to the trade-in team, who promised to contact me after 5 PM, but I never heard from them. It has been 1 month and 18 days since the package was delivered, and I still have not received any updates despite my numerous attempts to communicate via email and phone calls.I am now reaching out to BBB in the hope that Adorama will address my concerns. If they do not respond or resolve my issue, I will consider taking legal action. If someone from Adorama reads this, I urgently request either a payout or the return of my gear. The lack of communication and unfulfilled promises from their team have been extremely frustrating.
Business response
05/06/2024
We never received their item(s)
This appears to be a fraud customer; it looks the *** label was manipulated with multiple signatures and it was delivered to a different address, not ours
Customer response
05/08/2024
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:

[Hello, this is a completely false accusation. The business is accusing me of fraud, which is defamation and a false accusation. What does it mean that the *** label was manipulated? What are you implying?! I contacted ***, and they informed me that the package was delivered to you successfully and was signed for. The prepaid label was provided by you, not by me, so what are you talking about?

Since you are accusing me of fraud, I am requesting any evidence you can provide me with. You did not respond to me after March, and now you are claiming that I am a fraud? I am not a fraud; rather, your company is fraudulent. I am not the only customer who has experienced this issue with you. I have read all the reviews about your company, and many other customers have had the same problem.

We can proceed with an investigation through legal means, and I am gathering all the necessary information as proof. You are violating your terms and conditions, which is a crime. If the carrier made a mistake, it is not my fault. I shipped my gear with your prepaid shipping label and followed your instructions.

I will be sending you a demand letter initially, and then I will be working with a lawyer for further steps. We will contact you. I attempted to resolve my issue with you informally, but it seems that it is not working for you.]

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

Sincerely,

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

Customer response
05/28/2024
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:

Hello, I am unsure why *** delivered the package to a wrong and different address, as I shipped it with the shipping label provided by you and followed your shipping instructions. If *** made an error and delivered the package to the wrong address, it is not my fault but rather ***'s. As a business, I trusted in your service and you assured me that the label was insured. If the package was indeed mistakenly delivered to the wrong address by *** (which is typically unlikely as *** is more reliable than other carriers), it is not my responsibility. Since the prepaid label was issued by your company, you are accountable for resolving this issue with the carrier. I am still awaiting payment for the item I sent or assistance in retrieving it. I hope that as a trusted company, you will assist me with this matter.

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

Sincerely,

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

Business response
06/17/2024
We had forwarded your purchase receipt/invoice to Leica, and they confirmed that this receipt with the listed item on it is not a legitimate purchase
This appears to be a fraudulent claim on your behalf.
No further action can or will be taken on this.
If need be, we will forward this to the local authorities

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