ComplaintsforRhino Camera Gear

• Initial Complaint

  05/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an issue with the Rhino ARC II Slider. I sent them a photo of the error and they sent THIS below Hi *********,Please send the ARC II to the address below and reference RMA CR#**** on the box. Once the gear has arrived, please allow 1-2 weeks to complete the repair. Once the repair is complete we will reach out to you with an invoice for the repair + shipping cost. What is the best address to send the gear to once repaired? Thank you.Address:Rhino Camera Gear ************************************************************ is sent them the product. I only receive back the one component that they fixed but they did not send back the rest of the product which is a SLIDER, CASE, MOTOR, AC, CAMERA PLATE. (Perhaps my mistake was sending the entire product) but they never specified to just send the ***** alone Either way, they should have send me back EVERYHING. I cannot use this product without the rest of it. I basically have an Engine without a Car. Worst part is that the owner ****, does not answer his phone. Says that all support is via email, yet they do NOT respond to any of the emails. I've left 3 messages and 3 emails and no response. I spend a total of about $3,000. I'm asking them to either send me back my slider or give me a refund. But do SOMETHING.

  Business response

  05/10/2024

  This has been dealt with, mix-up on shipping and wrong package got sent to customer. Original gear in question is in transit via **** tracking - 1ZH607F30332278032

• Initial Complaint

  01/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Through my company (Solo Creative, LLC) I ordered a camera dolly system and a set of legs from the Rhino Camera Gear website. This was on 6.28.23 and 6.29.23 for a total cost of $2,079.50 and $603.10 respectively which includes shipping. The purchase was made on my business **** card.After multiple inquiries about not receiving the products I was told the parts were delayed, they came in and were being assembled, they weren't up to their standards and not ready yet, etc. Each time I was told they were very sorry and to hang in there with them and that I was on top of the list to get product shipped. This whole time they said they only conduct business on their website and I couldn't actually talk to anyone. At one point they sent a video of their Operations Mgr explaining why there was a delay. This appeased me for about a month until I finally got the sense this was a scam and I was being strung along. I believe there is some type of fraud involved. After 7 months I don't have the product and they have my money.I cancelled my order via email on 1.16.24 and demanded a refund. The response was that they are unable to offer refunds on pre-orders. The week of 1.15.24 my attorney sent an email complaint to the company also demanding a refund by 1.31.24. (no response as of yet). On 1.26.24 I filed a complaint with the fraud division at **** and am still awaiting a response to their inquiry.

  Business response

  02/01/2024

  Hello Solo Creative, 

  As mentioned in prior correspondence, there is nothing fraudulent about the order placed. We'll get it fulfilled and shipped, we did run into several issues with production parts that did delay things significantly though.

• Initial Complaint

  11/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Basically, we purchased a camera glider for our production team which we used 3 maybe 4 times. We tried to use it about 2 weeks ago and it died 5 minutes into the job. It was charged, etc. But now it won't take a charge or anything else. We reached out to the company on their website 5 times, no reply. We reached out via social media 5 times, with the same result. Finally, someone responded on ******** messenger and told us that if we sent it in, they could get it back to us before we needed to leave for ****** on Dec 6th. They provided no return RMA, and no return address, and have not responded since. That was 4 days ago. So now we are with an item that we cannot use nor get fixed, even though they claim to have a lifetime warranty on mechanical defects, but they simply refuse to service it. Our only option at this point is to hope we can do a chargeback with *****************

  Business response

  11/24/2023

  The customer is right. They emailed ** multiple times on multiple different avenues over a week. We greatly apologized for the delayed responses. The customer was responded to, multiple troubleshooting steps were given. Then, when a fix was required, the customer was given options for that. At this point the customer has chosen to take zero help from us. We offered a refund, a repair, a pre-paid label, and as much trouble-shooting possible on the unit without having it on hand. They were given multiple option to send in the unit in order for it to get fixed before their trip to  England. All was possible to be made right if the customer wanted. They have chosen not to much is their right. We will still stand by our offer to help them.

  This was my last response to them:

  I have apologized and am trying to make it right. 
  If I send you the pre-paid label then all you have to do it print it off and attach it so there would be no time standing in line at the post office because you would just drop it off. It would be through *** as well.
  Monday is the 27th, if you ship it Monday and it is a two day shipping then we should get it the 29th, fix it same day, and ship it back out. Even if I do two day, you should get it by end of Day Saturday. If you aren't leaving until December 6th then that is plenty of time. Almost a whole week. 
  It is plenty doable. 

  This was their response:

  Dont worry about it. I dont have the time next week as we are prepping for travel and wrapping up shooting here. Thats the issue we are faced with, time. We tried to make that abundantly clear for nearly two weeks. We got messages in email responding to our online submissions that had literally zero to do with our request for help. Then followed up by how would you rate our service emails when literally nothing was done. If I could attach the screenshots of the emails we were sent in response to a week+ of requesting assistance you would understand why we cant expect a positive outcome. I appreciate you trying to help us now but its just beyond shambolic at this point. We will just consider it a loss because we cant have customer service like this going forward should anything else happen. Im doubting the device will work in Europe anyway as they use 220 and not 110v like here in the states.

   

  As you can see: we have tried to work with them and at this point, they are choosing to call it a total loss and then report it to the BBB.  I totally see their point of view and don't fault them for giving up. Know that we have tried and will continue to try through this response and the BBB if that would make the customer happy.

  Customer response

  12/03/2023

  I refused their help after it took 2 weeks to get so much as a response from them.  There was no way we could trust them to get the unit back to us in time, so we just opted to not deal with them from that point.  I have lost more time trying to get a 'reply' than it costs me to just replace the unit with a different vendor, which is what we did.

*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. ↩