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:12/11/2023

  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.

  On the 2nd December 2023 an order was placed for the **Moda competion bundle (as can be seen from the attached invoice). The cost was quite clearly $49 and had been listed as such for some time until the page reflected that it was sold out. On the 7th December (5 days later) and AFTER I had been informed that the said item was on back order (for which I was prepared to wait), I was then sent a cancellation notice without reason. It is now quite amusing to see that the headphones are now back on backorder and available to purchase at $229. Now had I cancelled my order, fine, that's buyers remorse I guess but in this instance Adorama quite clearly decided that they no longer wanter to honor their listed price at time of purchase, cancelled the order WITHOUT a legitimate reason (other than greed), and at the time under the pretese that they had sold out which amazingly within days, came back at a higher price and now available to order again! Then they have the audacity to spam me with promotional emails telling me how great they are, their service and their sales! - You mean sale items they will cancel because they figure after THEIR mistake, that perhaps it was a little to cheap?

  Business Response

  Date: 12/14/2023

  There was a price listing error and an Oversell of these items.

  All order were canceled & emails were sent.

  We cannot process SKU********** for 49.00

• Initial Complaint

  Date:12/05/2023

  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.

  Product Purchased - 2021 MacBook Pro sold to me as NEW on January 27, 2023 from Adorama ***. The laptop was sealed and was functional, but upon updating the operating software to Mac OS ****** on November 17, 2023, I was alerted to the fact that MDM or remote data management care of iHeartMedia Management was installed on the computer. In effect, I was sold a laptop as new, which I in effect do not own.Date of Transaction - January 27, 2023 Amount Paid - $2112.23 Nature of Dispute - Adorama *** at best made a mistake selling me a laptop, whose serial # remained listed on the prior owner/business' account with registered remote data management; at worst they perpetrated blatant fraud. The business has not provided any documentation regarding their own investigation into the serial number ********** and only provided vague answers into whether or not they even tried tracing the serial number of the laptop. Account/order/tracking - ********************

  Business Response

  Date: 12/14/2023

  IntOrd#: ********************/***# ********-****# ******** Date 01/30/23

  ACMKGT3LLA - APPLE MBP 14 16GB,1TB,M1PRO 10C, 16C,

  There are new units -we get them directly from apple thru one of the Apple distributors -I Warranties start when they get them from Apple

  We have asked Apple to change the dates to either when Adorama made the large buy in or when the individual units went to customers.

   

  Customer Answer

  Date: 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:

  Please refer to the attached file and see Apple's record of DATE OF PURCHASE as August 2, 2022.  I bought the laptop directly from Adorama on January 27, 2023 of which Adorama claims was a NEW LAPTOP.  Apple does not have the ability to take the *** off the laptop, which means that remote data management from business client remains on this computer.  I do not own the computer that I BOUGHT AS NEW.  It instead belongs to an *** profile iHeartMedia, whose *** is on the computer. 

  I do not understand Adorama's explanation to BBB at all.  Adorama appears to be contesting the time at which the 1 year limited warranty from Apple begins.  It should begin one year from CUSTOMER PURCHASE, ie January 27, 2023 or really February 2nd, 2023 when I received the laptop, but that in itself does not address the fact that remote data management was installed on the computer prior to my receiving it and Adorama has done nothing to explain this fact. 

  Apple's internal record states the Date of Purchase as August 2, 2022, which obviously does not match my record of purchase on January 27, 2023.  This in some way is related to the *** that is on this laptop.  ********************** makes this laptop unsafe to use and Adorama has done nothing to provide any type of internal documentation to corroborate their story tracing this laptop or engage truthfully with me.  

  
  

    

   

   

   

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

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

  Business Response

  Date: 01/02/2024

  IntOrd#: ************************* ********-****# ********
  ********** $1949.00
  SN# ********** 
  This was shipped to us form Apple thru their distributor.
  We received this ********** with SN# ********** (amongst others) on 01/24/23 & added it to stock.
  From these ne was pulled & shipped here to this customer
  This was from fresh stock-it was not previously sold/returned.
  
  Apple lists the warranty as of the date they ship it out (in this case to the distributor. 
  Once customer receives it, they can update the warranty with Apply with Proof of Purchase. If they have any issue, we can submit the request for them. 
  As previously noted, we have asked Apple to change the dates to either when Adorama made the purchase or when the individual units went to customers.
  If this was not updated as yet, we will have our team reach out to Apple again.

• Initial Complaint

  Date:11/27/2023

  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 purchased high-end Klipsch speaker system from Adorama on 11/14/2023. My order was delivered damaged. I informed Adorama that my order came in damaged boxes and I wanted to return it for a full refund. The agent asked me to send the pictures and they will get back to me.Instead of getting back to me, they just sent *** to pickup 3 out of 5 boxes. When I inquired, I was told that ***, a logistics company, will assess damage to the high-end audio equipment worth more than $5,000. How ridiculous is this? They didn't pickup all the 5 boxes.Their return policy on their website is clear -- 30 days to return equipment for full refund. In my case, the equipment was delivered damaged. There is nothing on their website which says that the carrier needs to inspect anything.I have already filed for a chargeback and filed a complaint with ** *************** about these deceptive business practices.

  Business Response

  Date: 11/28/2023

  IntOrd#: ******************** KIT: ************ 
  KP502SIIE Shipped ******************  
  KP504CIIE Shipped ******************  
  KP8060FAIIE (2pcs) Shipped ****************87 & ****************** -Both were reported as damaged-*** claim submitted-they were both returned and refunded. 
  KP1400SW Shipped ****************** Damage reported & was returned to shipper but not processed by retunes -Refund was just issued today 

  Customer Answer

  Date: 11/29/2023

  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:

  [Your Answer Here]

   Adorama has only processed partial refunds. They have not processed refunds to match the amount paid. They have not provided any explanations to this either. Their off shore returns department cannot provide any details and they refuse to connect me to anyone who can answer the questions.

   

   

   

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

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

  Business Response

  Date: 12/28/2023

  The prior refunds were issued before we received any chargebacks on 11/29/2023 & 12/15/2023
  Because of these chargebacks these following credits did not go thru to the card.
  Credit ****# ********   Date 12/01/23 323.70
  Credit ****# ********   Date 12/04/23 426.34
  
  We had since verified that these chargebacks were closed & these refunds were pushed thru to the card 

  Refund was issued in full 

  Customer Answer

  Date: 01/13/2024

  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.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:11/27/2023

  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.

  Adorama accepts returns of their shoddy items and then offers "store credit" instead of paying back the amount to my bank/card. No big deal.However, now they've put a "flag" on my account where the store credit exists so its actually impossible to use the store credit. How convenient! I've called customer service 4 times and have been redirected to numerous different departments by increasingly confused individuals claiming they've have no ability to change anything.Last I heard "*****" or "****" (sp?) are supposed to "reach out" to me. Of course, no such "reach outs."Either lift the block on my account or just refund the "store credit" to my bank/card. This is an absurd tactic.

  Customer Answer

  Date: 11/27/2023

  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:11/27/2023

  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.

  Adorama simply sold me a used (or even potentially refurbished) unit of a Macbook Pro as if it were new!I even called their support team before making the purchase to confirm that this was a brand new machine and not a refurbished one, to which they confirmed it was entirely brand new (even based on the *** number on their website).The purchase was made on 10/16/23 and shipped on 10/18/23 as you can see from the provided images and docs. I hadn't ordered Applecare+ during the order and decided that I would just set it up with the annual subscription once the product was in hands.I have made my way back to Brazil (where I am currently located) and to my surprise when I went to set up applecare it says I can't because I have exceeded the 60day period to do so which is strange because at the time of writing this, it is 11/26/23 which is less than 40 days of purchase. So I called Apple directly to see what was going on, provided all documentation of purchase invoice with Adorama, emails showing the shipped and receiving date, and to my surprise they mentioned that the activation date was on June 8th, ************************************************************************************************* even a refurbished unit! This is absurd on Adorama's part!Now I am left hands tied with this situation because I've exceeded the 30day return to Adorama, I cannot get applecare for peace of mind (stuck with limited warranty which doesn't cover accidental dropping damage, battery issues, water damage, etc), and now I'm here wondering if this machine was even new to begin with. Very frustrating, and to make matters worse I am not in the original country I bought this with Adorama. Apple's customer service mentioned that this has become very common from Adorama unfortunately and that they are not an authorized partner of theirs.Adorama needs to either fully refund me or get into contact with Apple to see how they can get me Applecare+ on this machine!

  Business Response

  Date: 12/11/2023

  Customer had contacted us regarding this issue, We had replied to the customer's e-mail on 11/28/23 and notified them: "We check the warranty for your MacBook Pro and it shows that it was already updated to your purchase date. You have 18 days to purchase additional coverage."

• Initial Complaint

  Date:11/13/2023

  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 10, 2023 *** tracking # ****************** Product information: CLX SET VR-Ready Liquid-Cooled Gaming Desktop ********* ***** Core i9-13900KF 3.0GHz, 32GB RAM, 1TB SSD + 4TB HDD, NVIDIA GeForce RTX **** Ti 12GB, Windows 11 Home, Black I ordered gaming desktop through their website on 9/10/2023 but never received my package when I checked *** tracking they provided its said the package was shipped 9/22/2023 and left it near my garage door but when I got home from work on Friday 9/22/2023 I didnt see any packages there, the only thing I saw was a sorry missed you delivery slip that posted on my door and its also said this package requires a adult signature. So I called Adorama reported the issue I had or perhaps the package was stolen or lost but they refused refund my money and requested me to provide local police report, I sent them police report in next 2 days then the other guy from customer service support team told me there is nothing they can do right now

  Business Response

  Date: 11/15/2023

  Looks like the customer is mixing up the delivered package with the sorry we missed you slip. These appear to be different packages.

  ********************/***# ********-****# ******** was drop shipped via *** TRK# ****************** & this was delivered as addressed.

  The order was not sent Signature required, but the *** shows the correct location (see attached).

  Therefore, the claim was denied.

  We can try to resubmit this to *** with a police report once he sends it to us.. 

   

   

  Customer Answer

  Date: 11/30/2023

  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:

   Police report 

   

   

   

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

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

  Business Response

  Date: 12/14/2023

  Full Refund was issued on 12/04/23

• Initial Complaint

  Date:11/10/2023

  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 am writing to formally lodge a complaint regarding a significant unauthorized transaction on my account, related to a purchase I made but never received.On 08/07/2023, I purchased a camera (Order Number: ********************), valued at $7164.72 included tax, from Adorama. I was expecting the delivery to be made to my address in *******. However, to my shock and dismay, I discovered that the product was delivered to an address in *********, **. When I tracked the tracking number online (Tracking *********** ******************), I found there is a *** proof of delivery, but it was received by a person called ***** and delivered on 08/18/2023. By the way, upon inspection, I can categorically state that the signature on the proof of delivery from your letter is not mine, and I have never signed for the receipt of the said item.It was brought to my attention through courier records that there was a package picketed up at *** Access Point. This is perplexing, as I never showed in any *** store nor did I sign any document pertaining to this.And I tried to contact customer service many times to complain to them. They all said that the goods had been delivered to **, but my delivered address was *******. They did not solve any problem for me, and now I have lost money and products.This entire experience has been immensely stressful and has caused unnecessary confusion. The lack of clarity and responsiveness from Adorama's end has left me feeling uncomfortable and unfairly treated. I kindly urge the BBB to intervene and help mediate this situation. I believe I am entitled to a prompt refund for the returned products, and I trust that with your involvement, this matter will be resolved swiftly and amicably. I urge you to treat this matter with the urgency and seriousness it warrants, as $7164.72 is not a small amount. I would appreciate timely feedback on the progress of the investigation and the steps you intend to take to rectify this situation.

  Business Response

  Date: 11/15/2023

  This was shipped via *** ****************** to:
  **** ******         **** ********       ********** ** *****
  
  The claim was denied. Per *** PKG WAS PU AT *** ACCESS POINT *************************************************************************;
  Per *** tracking: 
  Pickup details: *** STORE , ******************************************************************************
  08/11/2023 3:20 P.M. Package picked up at *** Access Point *********, **, **
  08/11/2023 10:33 A.M. Delivered to *** Access Point *********, **, **
  08/11/2023 9:22 A.M. Out For Delivery to *** Access Point *********, **, *************
  08/11/2023 7:50 A.M. *** Access Point possession *********, **, **
  08/11/2023 4:55 A.M. Processing at ************ *********, **, *************
  08/10/2023 4:50 P.M. We missed you. We are taking your package to a local *** Access Point next business day for customer pickup.
  *********, **, *************
  

   

  Customer Answer

  Date: 11/15/2023

  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 discovered that the product was delivered to an address in *********, **. When I tracked the tracking number online (Tracking *********** ******************), I found there is a *** proof of delivery, but it was received by a person called ***** and delivered on 08/18/2023. By the way, upon inspection, I can categorically state that the signature on the proof of delivery is not mine, and I have never signed for the receipt of the said item.

  The package never be delivered to me. 
  

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

  Business Response

  Date: 12/05/2023

  This package was delivered to the Access point & picked up from there.

  08/10/2023 9:20 A.M.Out for Delivery Today *********, **, *************
  08/10/2023 4:50 P.M.We missed you. We are taking your package to a local *** Access Point next business day for customer pickup. *********, **, *************
  08/11/2023 4:55 A.M.Processing at *** Facility *********, **, *************
  08/11/2023 7:50 A.M.*** Access Point possession *********, **, **
  08/11/2023 9:22 A.M.Out For Delivery to *** Access Point *********, **, *************
  08/11/2023 10:33 A.M.Delivered to *** Access Point *********, **, **
  08/11/2023 3:20 P.M.Package picked up at *** Access Point *********, **, **

  Customer Answer

  Date: 12/06/2023

  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:

  [Your Answer Here]

   The information provided by the merchant is one-sided and incomplete. I have completed records and have previously sent them to the BBB platform, requesting you to review them again. Secondly, I reiterate that I did not receive the delivery and *** proof of delivery shows it was received by a person called ***** and delivered on
  08/18/2023 on **. But their shipping address should be *******.
  My spirit is completely damaged, I have been worried about this matter for a long time and I have suffered a lot of undue sadness and sadness.
  
  Secondly, the attachment is evidence that the express delivery was not delivered to me but to another address.
  If the merchant still doesn't refund, I will not only be exposed online, but I will go to court to *** for fraud and my mental losses.

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

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

  Business Response

  Date: 12/14/2023

  Customer missed the *** delivery, so *** delivered it to the Access point in ********* **.  08/11/23 10:33 am

  Customer picked it up from the Access point in ********* **. on 08/11/23 3:20 pm

  Claim Denied

   

• Initial Complaint

  Date:11/08/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 5th, 2023 I submitted a request for a quote to sell/trade my camera equipment to Adorama. I received an email with a shipping label to mail in my equipment. On September 13th, 2023 I mailed my equipment to Adorama. Their employee, ****************, was my contact and I notified him that the items had been sent. By September 27th I had shipping information that stated the item had been delivered but had not heard anything from Adorama. I emailed *** ***** and he gave me a phone number with ext. to call. Several attempts were made to reach someone on the phone and I finally reached him. He forwarded me to a different extension where my call dead-ended. On October 2nd I wrote *** ***** another email advising him there was no one to take the call and I left a message. I got an out-of-office reply. On Oct 17 I emailed *** ***** again letting him know I had made several attempts to reach someone by phone and had gotten no answer. On Oct 18 I made contact with a *****************. He stated he had my equipment and I got an email that said $250 would be credited to my account as payment. The $250 is still not in my account. On Oct 25 I emailed ***** saying there was no payment processed in my account and I wanted a check. He ccd me in an email to the used **** requesting a check be sent to me. I messaged the used **** and never heard back. No check had been recieved. On Oct 30 I had enough. No payment had been received. I emailed *** ***** and said I want my equipment back. I have gotten no correspondence from anyone in the company.

  Business Response

  Date: 11/15/2023

  The check for $250.00 was issued & send via *** ****************** 

  Customer Answer

  Date: 11/16/2023

  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:11/06/2023

  Type:Order 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 mailed a camera lens to adorama camera to be evaluated for a possible trade. I don't like the trade offer that was made. Now that I refuse to trade my lens they have refuse to send my lens back this has been a month now. This has to be the most unprofessional company that I have ever dealt with. My camera lens has a value of 400 dollars please help me collect

  Customer Answer

  Date: 11/09/2023

  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:10/31/2023

  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.

  data of transaction: 12/20/2022 amount: $554.99 order# ******************** tracking# ****************** package was recalled by seller, but no refund was issued. please refund immediately.

  Business Response

  Date: 10/31/2023

  ******#: ******************** / ***# ***********/****# ******** ******************
  SONY PLAYSTATION 5 CONSOLE STANDARD 
  Sub Total       499.99     
  Ship/Duty        12.36
  Total              512.35
  Order was returned back to **, and full refund for the item was issued back to the original Amex payment source on 12/28/22 & shipping was refunded back to the original Amex payment source on 01/05/23.