Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/26/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent in items to sell after speaking on the phone with ***************. When I received the email on Oct 2nd that my items had arrived for evaluation, I was then notified that there would be extended closures due to the upcoming Jewish holidays, suggesting that it wouldn't be evaluated under AFTER they returned on Oct 19th. Al did not mention this to me when we spoke on the phone. I wouldn't have sent my items in for evaluation because I needed a quick turnaround and I should have been notified of this upfront. I immediately email back asking for my items to NOT be evaluated and just send them back. Before they closed for the holidays, I called multiple times, left multiple voicemails, and never received a call back. I finally received an email back from ************************* on Oct 6th saying that my 'Customer Return of Property' was processed and I would receive a tracking number within ***** hours. They closed for a holiday and I never received a tracking number, but it did show up under my 'Orders' that **** processed this return. I waited until they reopened on Oct 19th to email **** again. I received an auto reply. I emailed again today (Oct 25th), and didn't receive an auto reply or an actual reply. However, when I checked the status of my 'Orders' tonight, the 'Customer Return of Property' was cancelled TODAY (Oct 25). Where is my property?!

  Business Response

  Date: 10/27/2022

  Yes, I see that ***# ******** to return customer's property was canceled on 10/25/22 but they reentered it under ***# ********, and this should ship within a few business days 

  Customer Answer

  Date: 11/01/2022

  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:10/21/2022

  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.

  Order ******************** Placed September 7, 2022 ordered lens as new . but received without *********** . upon returning product back ,adorama deducted 15% restocking fees and reason given was they didn't received original box , which ""they never shipped"" to begin with original shipment i want my $99 which they wrongfully deducted . item = Sigma 70mm f/2.8 DG ART ***** Lens for Sigma Cameras $569.00 paid $99.44 ( they deducted wrongfully upon returning )Refunded only .$520.06 i want my $99.44 which wrongfully deducted from my refund.

  Business Response

  Date: 10/21/2022

  All our new item ship with the manufacture's box, (some of our used items may not include MFG boxes) 

  We shipped a New SKU#SG7028ASG - SIGMA 70 2.8 DG ART MACRO LENS and scanned the *** form the box when we shipped it.

  it was returned missing the manufacturers box and a restock fee was charged 

  Return Policy | Adorama.com Returned or exchanged products must be in brand new, mint condition, and have all original manufacturer's packaging, materials, and accessories, including instruction booklets, packing inserts, and blank warranty cards. Merchandise missing the original Universal Product Code (UPC) cannot be returned. The original manufacturer's labeled packaging should be enclosed within an outer shipping box. etc.

• Initial Complaint

  Date:10/14/2022

  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 placed my order for my **** Alpha A***** Digital Camera with *****mm E-Mount Lens, Black - Bundle with Camera Bag, 64GB SDXC Card, 2X Spare Batteries, Tripod, Filter Kit, Compact Charger,Peak Cuff Wrist Strap, And More on 09/29/2022. The order total was $739.88.My order was delivered 10/04/2022. When I got back from vacation on 10/06/2022 I eagerly opened my order but came to find I was sent the wrong Camera, the entire point of the order. Instead of my **** a6000 which is a $650 of my order. I received a $100 **** Cybershot point n shoot dsc-w800. **************** was contacted immediately on 10/06/2022 around 7pm with Jewel. Since then, I have gotten zero updates or information on what is going to be done to correct the issue, instead Ive gotten I will update you when I know more 7 days is quite a long time to fix this simple issue, or even gather a simple update aside from I dont know. I am missing out on hundreds of dollars in shoots due to Adorama negligence and unprofessionalism.

  Business Response

  Date: 10/21/2022

  Cust# ******** 
  ******#: ******************** / Ord# ********-****# ******** 
  SONY**A6000 DIG CAMERA W/16-50 LENS KIT
  Shipped via *** ****************** & was delivered and signed for on 10/04/22
  10/06/22 customer called that all was correct except for the camera itself 
  10/07/22 we received all the requested photos from them
  We sent a message to our warehouse to investigate and to verify what was sent

  We were closed from the 7th at 3:00 pm till 10/19/22 for the Sukkoth Holiday.

  The warehouse confirmed the error, and we sent customer a prepaid *** label to return it for refund or exchange 

• Initial Complaint

  Date:10/12/2022

  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.

  I sent my gear into Adorama to get quoted by their used department. I sent my gear to them on 9/23. In the email that confirmed what gear I was sending them it says specifically that I would have an exact quote within 6 days. I noticed on their website that there had a large amount of holidays in the month of October. Due to this on 10/3 I requested my gear get sent back to me contacting ********************* in their used camera department. On 10/4 ***** emailed me back saying he would let the evaluation department know to send me my gear back. On 10/7 I get an email from ***************** that they had a quote for me on my gear. So at this point I know instead of sending my gear back to me that they had now evaluated it. To touch on an earlier point it was two weeks to get my quote not six days and I had already requested to not evaluate the gear and send it back. I called **** on the 7th and let him know that he needs to send my gear back. I know that he had the email from ***** because he read me back the address that it was suppose to get sent to now due to having moved during all of this and he had my updated address. So at this point I have now requested twice to send my gear back. Well after the 7th I could not get ahold of **** from email, his office phone or his cell. Adorama is now on the Sukkot holiday from the 10th-19th which I am assuming that I will not be able to get ahold of anyone from the company. I have now had to cancel multiple shoots that are towards the tail end of the month because I know by the time they send my gear out by that time. On top of all this I ordered some new soft boxes from them the 7th and they sent them to my old address so now I am having to deal with a miss delivered package with ****

  Business Response

  Date: 10/21/2022

  ****** *******   **** ******** ********* ****       *** ************************************************************* **   **************   *******************************
  
  Being shipped back on Ord# ********. Should ship out within the next few businesses days

  Then on 10/06/22 customer paced an order on his online account under **************************** Confirmation #* ******************** which was submitted with Billing & shipped as:

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

• Initial Complaint

  Date:10/11/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 13/11/2021 I made the purchase of an Apple Macbook Pro Order Number : *********** for $2,299.00 USD with the company ADORAMA and for this order I paid extra $20.13 for fast delivery with 5 working days to my address POB: **** *************************************************************************. It turns out that the company did not deliver the order within the negotiated deadline. After the date has passed, I called the company asking to cancel the product because I had no further interest due to the late delivery. I called the company to cancel and they replied saying that I should wait for the product to arrive first and then request a return. The product arrived almost 2 months late and I was no longer working near the address. I had to send this product to myself in ******* to then request the return instructions. The company sent me a Shipiment Label with *** and I did it myself and sent the product back. After some time and seeing that my refund had not been processed, I contacted support via phone and email asking for an explanation and a refund. The company informs me that there was no receipt for the order that was sent by the label created by them for *** The tracking number of the label is ****************** In which the company lost the product and so they could not refund me. I tried several times to find the package with the help of *** but neither company could help me.

  Business Response

  Date: 10/21/2022

  Ord# *********** Date 11/13/21
  ************ $2299.00  
  We did have this listed that its not in sotck & drop shps form MFG generally within 6 weeks
  Drop Shipped from Apple in ***** TRK# ************ & was deliverd on 12/15/22 (in 4 weeks) 
  *** return label sent Track# ****************** on 12/31/21 but customer did not reutrn it
  Another *** return label sent Track# ****************** on 02/16/22 but we never received it 
  Because of many fraudulent claims, all claims are being carefully & thoroughly investigated.  
  The claim process involves not only *** but security teams as well who might also reach out to local law enforcement. 
  We have to let these investigations be completed before any decisions can be made. 
  03/14/22 we filed a tracer with ***, but it looks like the shipment was manipulated -per *** it showed it was dropped off from a completely different location 
  High fraud item
  The claim reviewed and denied.

  We did not get back the ************ so no refund can be issued 

• Initial Complaint

  Date:10/11/2022

  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.

  09/10/2022 $568.52 Adorama Order #******************** Never recived the xbox series x that i order. *** tried to contact support muiltiple times now. They have told me to wait for a reasponce whitch i never got. I just want a refeund im tired of calling them its been a about month now since ive order. They can send me stuff to review my purchase but not to help like they said they would.

  Business Response

  Date: 10/21/2022

  Since COVID most customers are purchasing online and not in the retail stores themselves. There are many more packages being shipped and many more claims for not received packages. Unfortunately, because of many fraudulent claims, each and every claim is being carefully & thoroughly investigated. The claim process may be taking longer than usual as it involves not just *** but also security teams who might also reach out to local law enforcement. We have to let these investigations be completed before any decisions can be made.

  This was at first denied by Security as having a VALID DELIVERY. We just emialed them again if they have any update  

   

• Initial Complaint

  Date:10/11/2022

  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.

  Trying to sell my camera equipment to them. Have been lied to, and ignored through the entire process.-was given a quote over the phone for my equipment, told to mail in those items and any additional items I wanted to sell and that once received a price would be given to me with 24-48hrs. The items were sent in and it was 10 days before receiving the quote -the quote over the phone was for a roughly $4000 payout for the camera and 3 lenses. I sent in the camera, 4 lenses, teleconverter, 3 filters, 4 filter adapter rings, 2 flashes, and a flash controller, and was quoted a value of $3000 with payout of $2100 -I asked for a breakdown of this quote and my email was not answered -I called the following day, left a voice message, and never received a call back -I emailed 2 days later and never received a response -I called the next day, spoke with customer service and explained everything and was put on hold to be connected to the trade and used department and then told that they were closed until 1pm EST. The time at this point was 1:10pm EST.They have had my equipment now for almost 3 weeks and show no signs of returning it or paying for it as discussed in good faith.

  Business Response

  Date: 10/24/2022

  I apologize but we were closed in October thru 10/19/22. I see that trade was agreed on for 3,050.00

  Qte#: ******* purchased 
  Qte#: ******* purchased 

  Customer Answer

  Date: 10/26/2022

  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:

  Although the trade was agreed to I am getting no response from the company on when the check will be shipping.  My address was verified, and I asked to know when it would be expected that the check ship with no response.  I then emailed the next day, and again, no response.  Until the check is in hand and cashed, this has not been resolved.

   

   

   

   

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

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

  Customer Answer

  Date: 11/01/2022

  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:

  [Your Answer Here]

   The response is a lie.  Per the attached email chain, **** was made aware of the physical address on 10/21, after which my emails and phone call were not responded to until I continued the complaint with the BBB.  This is an extremely poor business practice.  I am hoping that when the check is received tomorrow that everything is correct.

   

   

   

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

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

  Business Response

  Date: 11/08/2022

  Check#****** for $3050.00 was shipped on 10/31/22 via *** 2-day delivery ****************** and was delivered on 11/02/22

• Initial Complaint

  Date:09/27/2022

  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 purchased apersonal computer printer from Adorama in early April 2022. The printer was backordered and finally sent to me on 04/24/22 per Adorama's email notification. I received another email from both Adorama and *** on 04/25/22 stating that the printer had been delivered to my apt door. Upon receiving the email, I was at home, went to my door and checked with my lobby door guard but the the printer had never been delivered. The guard at my lobby door stated that there was no *** delivery to me that day. I contacted both Adorama and *** and both companies stated that the printer was delivered even though I never received it. I sent a dispute to ********** card Services requesting a stop-payment of $358.20, the cost of the printer. The bank initially credited my credit card but re-charged my card after they had contacted Adorama. In every situation, when I receive a package from either ***** or Amazon, the driver always takes a photo of the package and my apt door or if the item is sensitive and could be stolen, a signature is also requested. Neither happened with *** and the *** email did not include my Apartment number. The lobby door guard also stated that no package was ever delivered by *** on 04/25/22.

  Business Response

  Date: 09/28/2022

  
  
  ******#: ******************** 
  ICAG620 - CANON PIXMA G620 MEGATANK AIO PRINTER
  This order was submitted on 04/06/22 during our holiday when we were closed and shipped end of April when we returned and was delivered on 04/29/22
  Custoemr contacted us stating that the order was NEVER delivered and already filed a chargeback with their bank (requested their bank to reverse the payment until this issue is resolved) 
  Customer has a *** MYCHOICE account with *** instructing *** to just leave packages at the door without any signature  alleviating *** of any responsibility and customer accepts any/all responsibility on these packages.  In these cases, *** does not accept/honor any claims. 

  Unfortunately l there is nothing we can do but to just reply to the chargeback 

   

  Customer Answer

  Date: 10/05/2022

  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:

  The problem is that Adorama ordered the delivery via ***.  I did have a My*** account at that time but never authorized *** to deliver a sensitive package without requiring a signature.  I have had issues with *** in the past regarding other deliveries and the vendor that ordered the delivery via *** always solved the problem.  I was never asked by other vendors to contact *** directly because they initiated the order and took responsibility in resolving said issue.  That should have been the case with this order.   

   

   

   

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

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

  Business Response

  Date: 10/07/2022

  Customer has a *** MYCHOICE account with ***. On their account with *** are/were instructing *** to just leave packages at the door without any signature. Once they do this, they are basically  alleviating *** of any responsibility and taking all responsibilities of this package upon themselves.  In these cases, *** does not accept/honor any claims. so no claim for a lost package can be filed. 
  Unfortunately  there is nothing we can do, no refund an be issued  

  Customer Answer

  Date: 10/20/2022

  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:

  I never authorized *** to deliver a package without requiring a signature.  The MY*** account was initially setup with my email address but was never fully activated.  I have had issues with *** deliverers by other vendors in the past and the issues were ALWAYS resolved by the vendor that issued the shipping with ***.  Therefore, it is the responsibility of Adorama to resolve this issue directly with ***.

   

  **** ********* 

   

   

   

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

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

• Initial Complaint

  Date:09/23/2022

  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 late August I purchased a set of Air Pods for my granddaughter's birthday. The package was delivered to her address on September 2nd, well before her birthday. My son (her dad) removed the manufacturer's box from the outside packaging and threw the mailing package away (who wouldn't?). When my granddaughter opened the box on her birthday there were no air pods in the box. I called Adorama for a replacement set and they asked for pictures of the manufacture's box which my son sent. Then they came back and wanted pictures of the mailing packaging which had been discarded. They were rude and informed me that no replacement set would be mailed. I asked for a refund and they said they would "look into it". I just got an email today as follows:"** * **** **** **** ** ********* **** ******* **** *** ********* ******* ********* ** ** ***** **** ************** ** *** ****** ** ***** * ****** ******* **** ******* *** ********* ********* ** *** ********* ** ***** ** **** * ****** ***** **** *** *** ** *** ****** ******* *** ******** *** *** ******* ********** ****** ** ********* ********* *** *** ************* **** *** ******* "

  Business Response

  Date: 09/28/2022

  
  ******* ****** *************** *** ******             **** ***************** ************* ** *****
  
  We get these sealed from the manufacturer/distributor. We shipped this complete in the mfg box with the Airpods inside. Note: Apple Airpods are a high fraud item. 
  We ship our packages insured and if the package was tampered during shipping and the Airpods removed,  we can submit a claim with *** where *** will go to the shipping address and inspect the package.  But in this case *** will not accept the claim because the shipping box (the evidence) had already been tossed 

  I'm sorry, but there is nothing further we can do, no refund can be issued 
   
  ************************************************
  What do I do if there are damaged or missing items upon delivery?
  Damaged in delivery: If there is damage to the package, or if merchandise is missing, please keep the original shipping carton and contact us immediately so we can issue a 
  damage claim with the carrier. Please don't return the merchandise without going through these steps, as it delays the replacement of the order or the issuance of a credit.

• Initial Complaint

  Date:09/20/2022

  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.

  I ordered a projector screen and remote on 811/2022, order #******************** for $692.29. I have asked and not yet received shipping or tracking information despite requesting this information, and I have tried again today to get that information but have been left on hold. If they are unable to provide tracking, I would like a full refund.

  Business Response

  Date: 09/20/2022

  Per order confirmation Ships from Manufacturer. Usually ships within 3-7 Days. Delivery is subject to availability. We submitted this to be drop shipped but it looks like the manufacturer was out of stock on these and it looks like they hadn't shipped. We did not receive any trk#.  **** no longer wants these. we submitted a request to the manufacture that if these hadn't shipped yet, to cancel the drop ship order. As soon as we receive confirmation from them that this had not shipped and was canceled, refund will be processed

   

  Customer Answer

  Date: 09/21/2022

  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 I will consider the matter resolved if I receive a full refund by 9/30/2022.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

  Customer Answer

  Date: 09/28/2022

  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:

  I've asked for a full refund since the items ordered have not been received, there's no tracking and the business lied to me. I was told last week thy would send me tracking info within 2 days and have not received anything. I appreciate your assistance in dealing with these criminals. ******************* **************

   

   

   

   

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

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

  Business Response

  Date: 10/03/2022

  We did not receive the item  back so no refund can be issued