Business ProfileforWilloughby's Camera

I ordered a Canon camera, lens and an accessory as a gift from Willoughbys (***************), based on an online ad, on April 25, 2024. The original invoice totaled $2,122.99. I called the company to clarify something about the delivery and the salesman asked if I realized this was a ******* model and did I want the US model, which included a metal lens mount and a 3-year warranty. I agreed, and was then charged an additional $500. (Final bill was $2,602.99)When the items arrived, the charging cable was broken, and the recipient called the manufacturer, Canon USA, and was told that the serial number was not, in fact, a US model, but an international model and would not be covered under the manufacturers warranty. When I called the store to discuss this I was informed that the 3-year warranty was a third party warranty, which was not originally disclosed to **** feel I was fraudulently coerced into being billed an additional $500, and received Gray Market product, thinking I was purchasing manufacturers prime product.When I requested a return authorization, I was sent an email saying Please acknowledge in your reply that you agree to a restocking fee of 20% which is posted on our Return Policy. Once we receive your reply that you agree to these terms, we will process your request for an RMA# I looked at their Returns Policy, which says nothing about a 20% restocking fee. I replied to the merchant that I refuse to pay a 20% restocking fee and want an RMA # now. They have not replied to me, and at this point I have no way to return the merchandise for a full refund. I would like your assistance in this matter.

I subsequently reviewed the companys Refund Policy and did, in fact find a reference to a restocking fee. However, the policy states that Willoughbys reserves the right to refuse the return or to charge a minimum twenty Percent restocking fee. This language also allows the company to waive any charges for returns. Their online ad merely said 14-day return policy and I did not read the entire document at the bottom of their website.

I am also attaching the two receipts I received from them on April 25. The first includes details of the original purchase. The second (higher amount) does not disclose what the additional $480 was for. That transaction was based on the phone conversation detailed in my complaint. And the original receipt nowhere indicates that I was receiving an inferior model than those sold by Canon USA.