ComplaintsforAdorama Camera

• Initial Complaint

  11/19/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Never received the camera, filter, or battery I purchased I sent an email inquiring about trading in my camera gear. This included a mint condition R6, RF28-70, RF *****, and RF ****** along with Gimbals, bags, microphones, etc. Received an email saying that they were interested in acquiring the gear. So I called and the person on the phone said the camera and lenses alone could easily be worth up to 8 or 9k.They told me to send them all of my gear (in addition to the camera and lenses). Once they got the gear, they waited over a week, then they called back with an offer that was thousands of dollars lower they offered $6200 for everything.I only agreed because the salesman that I spoke to over the phone ***************************** said that they could put together a package containing the gear I wanted for that amount. We came to an agreement, and I was excited waiting for my new gear (Fujifilm system).The first box was received and was huge. Inside of it was a single piece of bubble wrap, a battery charger, and a lens. There was also a packing slip stating that there was also supposed to be a Fujifilm X-t4, an extra spare battery, and a VND filter. The box showed up in perfect condition and the tape hadnt been tampered with. I tried calling ****** and left a couple of messages with people, I also emailed him asking for him to call me back. I've never heard back from him, and have since received generic emails saying that they are waiting for a shipper to get back to them, and then some security guy emails me weeks later saying that they never sent the search request? But I'm still getting emails saying to wait for the report from the shipper. So that tells me that they don't even talk to each other.So I am now out a Fujifilm X-T4 camera, Extra battery, and B+W VND filter which is just over $2000 dollars worth of gear. I can't afford to replace it! Happy to show and talk thru their emails and calls as well. They were NEVER put in the box. PLEASE HELP!

  Business response

  11/24/2021

  These days (since COVID) most customers are purchasing online and not in the retail stores. There are many more packages being shipped and Unfortunately, many fraudulent claims of non received packages/items

  Because of this, each and every claim is being carefully & thoroughly investigated. The claim process takes a while as it involves many 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.

  We have reviewed this with our warehouse and they confirmed (based on the warehouse footage) that ALL the 5 items on Ord# *********** / Invc# ******** , Trk ******************  were  shipped. Therefore customer's claim was denied

  Customer response

  11/29/2021

  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] NO my complaint is not resolved

   

  No I am not only unsatisfied, but I am insulted by the response.

   

  I received a box with 2 of the 5 items inside. I absolutely reject this request. I never received the Fujifilm X-T4, The B+W 10 stop Vario ND Filter, or the Fujifilm rechargeable battery. I also have on record conflicting emails from Adorama stating that they have filed an investigation from the shipper, and another email sent 30 minutes earlier stating that they were not going to file with the shipper. I have since sent back 1 of the 2 items (the battery charger) as I have no battery or camera to use with it. That was received by them unopened in the original box, and I haven't even been refunded for that yet.
  
  I will be satisfied when I (preferably) receive the equipment that I paid for, or a refund for the cost of the missing items. This is a large amount of money that I can't just write off or replace. I just want what I paid for a "like new" used Fujifilm X-T4, the B+W filter, and the battery.

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

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

  Customer response

  12/11/2021

  Better Business Bureau:
  
  I have worked with ***************** and *********************** (cc'd here) and would like to report that this complaint has been successfully resolved. Thank you for your time!
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  11/17/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a PNY **** Graphics card from Adorama which was back ordered. The card was eventually shipped. I decided to return the card in the original box that it was shipped in as I found a different card I wanted more. I paid for the return label. I packaged the card the exact way it was shipped, ensured the label was secured and safely taped the box. I dropped the box off at a *** DROP OFF location and received a receipt. I inquired about the status of return on 11/11/21 as *** stated Adorama received the return. I recieved an email that my return would not be processed because the box has children s clothing in it. I explained this must be a mistake because I would never ship childrens clothes in place of a $900 dollar graphics card. I also dont even have children. They sent me pictures of my return box and the box with clothes. The boxes are completely different sizes, shapes and have a completely different design on the box. They clearly took pictures of 2 different boxes. Someone either made a mistake in the warehouse or is deliberately attempting to steal the graphics card and say that I sent a box with clothes in it. Adorama should never accuse a customer of fraud before they conduct any kind of investigation. The longer the issue lingers, the less chance there is to review security footage, question employees, etc. I expect to received a full refund, an apology and a full explanation as to how such a mistake could be made. Anybody who sees the pictures they sent me will agree the boxes are completely different. Adorama needs to solve this problem immediately. I will not sit around and assume they are taking this seriously, because to date they have not provided an explanation as to what they are doing to fix this problem. I expect a refund in a timely manner.

  Business response

  11/17/2021

  As we explained to the customer they had opened the box on the bottom so we forwarded to him all the pictures of the box we received. 
  Ord# ********-Invc# ******** for the ************ * *** ******* *** **** 8GB Shipped on 10/29/21 & was delivered to cust on 10/30/21
  Ship weight = Lbs. 4.98 
  

  A week later on 11/08/21 customer initiated an No Longer Needed return & they shipped it back with prepaid label Trk# *******************
  Per *** tracking package Weight = 3.90
  

  When it was opened by returns, inside was kids clothing and we emailed the customer.

  We put in a request to have this investigated with ***. Note: Because of many fraudulent claims the claim process is taking longer than usual as it involves many 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.

  We will notify customer as soon as we get the results. 

   

• Initial Complaint

  11/02/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I placed an order for a expensive tripod worth a little over $1,200 dollars with taxes in August that was on back order status. I'm now updated on November 1st that it's ready to be shipped out and I would get charged for the purchase. I had some issues with payment method and that got that resolved same day I was informed it was ready and the transaction needed to go through.Aside from sending time processing the transaction on the phone with a customer service rep, I also wanted an affiliate to get credit for my purchase who had assisted me with the buying decision. A professional photographer who is an affiliate provided me with a link so that she may get credited for the sale. Apparently, the links have a 30 day expiration date. So I reached out to her and got another link, hoping to tie that back to the transaction since I had to wait 3 months for this product - it would be extremely unfair to the affiliate who assist me with her time not to get credited.I found myself on the phone for at least half an hour talking to a customer service representative who had a Filipino accent. At times, I had trouble understanding her and English was clearly not her 1st language, aside from that she did not understand my issue or questions that was asked regarding the affiliate program that adorama provides.I was on the phone twice with her and the first time she identified herself as ***** (name on invoice as well). I brought up the issue and she spent a considerable amount of time looking into the affiliate program as she did not seem like she was aware of it entirely and told me that any affiliates would only get credited in the form of points and it only applies to new customers signing up for an account making a purchase.I called again, she this time identified herself as "******". I even asked her and spelled out the name to get confirmation. I asked to speak to a supervisor and she wanted to know what she could help with. I never got another person on the line.

  Business response

  11/03/2021

  The system approves and pays commissions 45 days after an order ships, which is probably why the affiliate is waiting for payment. This order only fully shipped yesterday 11/02/21.

  Our affiliate team will take this up with this affiliate separately to make sure the commissions are processed properly 

  Customer response

  11/03/2021

  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

  09/15/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On August 13, 2021, I created the Order ******************** for a MagMod MagSphere, Bundle with MagMod MagGrip, which Adorama listed as "IN STOCK" for $74,95 plus tax, for the total bundle. Then, Adorma sends only one item of two and after one month I asked them what options I had and they cancelled the pending item and charged $49.95 plus tax for the first item they send. I called them and explained that I did not want to buy only one item, but the bundle they offered. If the listed this bundle for $75,95 and they were not able to comply with the order, they should refund 50% of the %75,95 and not only ask the amount they wanted for the first item, unless they explain the customer the cost of every single item that and they did not do that. They can be offering bundles for several products and clients are buying these and if they do not have the stock, they just sell what they want to sell and for the price they want, and clients are not being aware of this situation.

  Business response

  09/17/2021

  MagMod MagSphere, Bundle with MagMod MagGrip for 74.90
  Please Note: This kit is in stock and will be shipped immediately, 
  some minor accessory/ies are not in stock and will ship as soon as it arrives.
  Package Includes:
  MagMod MagGrip for Flash Modifier System (Pro-rated at $24.95)
  MagMod MagSphere for Flash Modifier System (Pro-rated at 49.95)
  We shipped the MagSphere for 49.95 but the MagGrip for 24.95 was on Back order 
  We only charge for what we ship
  Once we get in the MagGrip we can fill the b/o & charge the 24.95
  Customer chose not to wait and we canceled this back order per his request. 

  Customer response

  09/22/2021

  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]

   I asked them for options and they cancelled without my authorization. They offer a product as it is in stock and after you pay you don’t get it and they make you wait without an specific timeframe. They do not explain that in case they can’t send the bundle they will just charge item by item and will cancel the order without your authorization. Bottom line, they are publishing items they don’t have have in a way you think you will have two pieces that work together and you don’t get that. 

   

   

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

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

• Initial Complaint

  09/13/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I sent a Sony A9 & lens to this company for an appraisal of the value so I can see if I want to sell it to them. Once it was valued as 'just like new', then they were ready to do business. I have been talking to Jack Gold which I found out is the manager. Here's the issue. I agreed with receiving the sum of $2500 on July 28th around the end of the day around 6pm. I called in early the next day around 9 to tell them to hold off on sending out the money because I changed my mind which is allowed by Adorama, but when no one answered, I left a voicemail on Gold's vm and then sent him an email afterwards around 9am the next day. I was told that he needed to see if someone made a deal on the equipment yet & then told me that it's too late so I'm like how a deal was made in less than 12 hrs? He said that he'll add $100; credit to my acct which he did not do. I don't believe a deal was done within 12 hrs so I wanted my equipment back so I can sell it for $3k. He should've called me back.

  Business response

  09/13/2021

  We called & offered him $200.00 which he accepted. All is OK now

• Initial Complaint

  09/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a monitor from Adorama's website (for just under $1000) and they shipped the order, my card was charged and then they somehow (they would not explain why or to what factor) they decided that I was fraudulent and then sent a return to sender on the shipping. The shipping tracking number has the monitor just sitting somewhere and has been sitting, I'm not sure how accurate it is or if this company actually shipped anything. They are still holding my $1000 and have not refunded me anything. This company has horrible business practices and seems like they are the ones committing fraud.

  Business response

  09/09/2021

  IntOrd#: ******************** 
  Ord# ********-Invc# ********
  Shipped 08/31/21 vis *** ****************** to  before the verification process was completed.
  On 09/01 Per verification team, this order didn't pass verification, we requested to 
  have this package returned back to us and once we receive it back, the return will be processed refund will be issued.     
  *** can't turn these around in route to shipping address.     
  Package is still in route to Houston TX. Once it reaches there *** will then have it put on anther *** truck to have it returned to us. 

  Customer response

  09/14/2021

  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 internal company system errors need to be resolved outside of using your customers' time, energy and money. If my order had not passed verification process, then why was it shipped and why was my card charged? If this is how you run your business, this is fraud. You charged me and did not deliver a product to me. That's theft. If my order did not pass the verification process after it was mailed, that seems like your problem and something that your company needs to deal with on your own time. I don't like wasting my time and energy dealing with this ridiculous nonsense. It's been 15 days since my card was charged and I have not received a refund yet.  Fix it.  

   

   

   

   

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

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

  Business response

  09/30/2021

  Ord# *********** / Invc# ********  Refund was issued on 09/10/21 back to the original MasterCard

*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. ↩