Adorama Camera

Review: I placed an order for a Pogoplug Pro NEW, I received a Pogoplug Video in very used condition. The Pogoplug Video has been recalled. This is not acceptable. I asked for a refund of $46.50 and not have to send the product back, because this product is worth nothing and I do not feel comfortable sending this back so they can sell it to some fool who doesn't know this item has been recalled by the manufacturer, Cloud Corp, for causing fires. The unit gets too hot and poses a fire hazard. PayPal has told me I have to send the product back with a tracking number to: [redacted] USA. I did. But isn't it illegal to grossly misrepresent a product for sale on the Internet? I ordered this product through a website that sell other businesses products with them. The site I paid was [redacted]. But the product was sold to me by Adorama.Desired Settlement: I am asking that I not only get my refund of $46.50, but it cost me $13.62 to send back a hazardous product. So I would like refunded $60.12. I have the receipt and the product shipping package insert I can send to you if you'd like.

Business

Response:

We had just received stock of over 3000 pieces that were called back. We did have 1 piece loft in stock from our previous shipment. I apologize that the one she received looked in used condition.

Back In the [redacted] week of August, we had offered her a $5.00 refund if she wanted to keep it as Is (If It was not too bad) or If not. we would accept It back for a full refund.

She did purchase this from Adorama through buy.com which is now [redacted]. Had we received it back by us, Adorama, We would have issued full refund.

I really don't know why she contacted PayPal or why they advised her to ship this to [redacted]. She hadn't contacted us with this lnformation, What is at his address? Are they repairing/replacing It for her?

If she has It back by her, we can send her a Prepaid UPS return shipping label via email so It won't cost her to return it to Adorama for Full refund of her purchase price of $46.50.

Business

Response:

Once again, I still have not received a reply as to If she was refunded for this item or if she was sent a replacement.

We would have sent her a prepaid UPS label for her to return It to us for Full refund and we In turn would have returned it to the manufacturer for refund.

But If all she is looking for is a refund for her shipping cost to them, for 13.62, I can do that. Please advise ASAP and refund for $13.62 will be issued.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. U can credit me the $13.62, ASAP to PayPal. Thank you.

Sincerely,

Adorama Camera the seller sold me a used printer advertised as a brand new printer. I figured this out after I contacted them for a return because my printer was only able to print 100 sheets on the cartridge of ink the printer came pre-installed with. I had read online the printer was suppose to come with a 1200 page ink cartridge. Long story short, I reached out to Adorama Camera for options ask me if the ink cartridge was installed. That rang a bell, I didn't have to install an ink cartridge with my printer just pulled it out of the box and plugged it in and started printing. Well I now realize this seller is extremely shady and has no sense of integrity. I would stay as far away from this Adorama Camera as I possible could. Or you could be like me and end up with a used printer you payed full price for. What some people will do for money. In conclusion I reached out to the seller for a possible resolution and they basically told me to go kick rocks. Sounds like you got a winner hear Amazon.

Review: I purchased HASSELBLAD 180MM F4 CF T* SONNAR TELEPHOTO LENS on May **, 2013 on [redacted], after received the item and found out the ring was broken, contacted them right away, [redacted] emailed me back and promised to refund me the $150 for repairing this problem, after 10 days waiting, and called them again again, told him I purchased for my friend from China, he changed his mind and asked me the return the item for full refund, because he knew it will be hard for me the make the return once the lens is repaired and is not in may hand now. He is not honest and tried take the disadvantage of me.Desired Settlement: Credit me back $150 as what [redacted] promised.

Business

Response:

His $150.00 refund as promised was Just Issued today

Invc# [redacted] Date 06/**/13

150.00- PP PayPal Pending

Thank you for your patience and understanding.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Dear Sir,

I have checked both paypal and my AX card, not refund pending are posted yet, I wish they will not lie again.

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

Sincerely,

Business

Response:

I'm sorry but his $150.00 refund as promised was requested on 6/**/13.

Ord# [redacted] Date 06/**/13

Invc# [redacted] Date 06/**/13 150,00- PP PayPal Pending

This was unable to go thru a a PayPal refund and It was converted to a check on 7/*/13. CK# [redacted] was mailed to him on about 7/4/13.

If he has not received it as yet, he should be receiving It any day now.

Thank you for your patience and understanding.

Worst experience ever. These people sent me a damaged TV. Once I turned the power on and it was revealed it was shattered. I notified Adorama Camera and they quickly told me it was not their problem and I had to deal w/ the manufacture.

Crazy dishonest. And not cool for a company to do that w/ a $1000+ Television.

Review: I ordered a Solid State Hard Drive advertised on Adorama's site for a very good price. It was, to my knowledge, a new drive. After I ordered the drive - the invoice said it was used. This vendor needs to make it much more clear that the products they are selling are "USED" products. This was not clear when I ordered it. This is a deceptive and fraudulant practice that only creates anger to their customers. I will NEVER order anything from them again and will go out of my way to warn others about their deceptive advertising practice. I now have to go through the hassle of refusing delivery and disputing the charge with my credit card company.Desired Settlement: I will call the merchant first thing on Tuesday morning after the Memorial Day holiday. Change their deceptive advertising practices. They need to make sure that customers see an item as USED.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I sent a perfect condition camera lens valued at $1000 to Adorama for trade in. I packed the lens with the utmost care to protect this valuable item. It took 7 days for Adorama to notify me the lens was extremely received damaged. Since the box was not damaged they are unable to file a claim with UPS nor are they willing to admit the lens was damaged in their possession. The repair bill was $736. They are placing the blame on me saying I sent them a broken lens.Desired Settlement: I am looking for them to pay me the value of the lens. Repair is an option but not optimal since the lens will never be able to be used in professional photography again due to the extent of the problem.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I ordered a laptop online from Adorama. I had to wait 2 weeks to receive it due to them having a shut down of their company for a religious holiday, which was fine, since I was informed of this ahead of time. I received the product via UPS and due to a heavy work load, I was unable to open it immediately; however, 2 days after receiving it, I was able to open the product and I immediately realized there was a problem. I contacted the manufacturers (Asus) customer service department and spent an hour on the phone with technical support explaining that the laptop was taking 5 minutes or more to open up websites. This was on a Saturday and I had to call the manufacturer because Adorama is not open on the weekends. After spending an hour on the phone with ASUS and working through a series of tests on trying to figure out a solution to my problem, the technical support person I spoke with determined that the laptop had a bad hard drive and was defective and needed to be returned. He tried to walk me through restoring it back exactly the way it was when I first logged onto it to see if that would help, but it wouldn't even restore back. Finally after getting off the phone with him for over an hour, I was able to restore it and I immediately packed it back into it's original shipping box, taped it up and sealed everything just as I had received it. The following Monday morning I returned the product to Adorama. In the meantime, I let Adorama know what the problem was and they assured me that they would refund my money in full and they sent me a return shipping label. Via email correspondence from their customer service department, I was told that since the return was well within their 30 day return period, that my money would be fully refunded. Now that they have the product back, they are no longer honoring their word. They are coming up with bogus excuses such as, "the product has wear and tear and that the hard drive is not defective". The product was opened up for a couple of hours and put right back in the box and technical support for ASUS stated the defectiveness of the product, but Adorama disputes this now. As of today, they are stating that they will accept the return and refund my money, but they are going to charge me a 15% ($75) restocking fee. I have informed them that I am not paying that fee or any other fee for that matter. They sold me a defective product and they don't want to take responsibility for that, nor do they want to stand behind their customer service reps initial word that they would refund my money in full if I returned the product. I am attaching below the email from customer service stating their claim to refund my money.

______________________________

Hi [redacted],

We are sorry to hear your merchandise did not arrive as it should have. As you are still within our 30-day return time, please ship the item right back to us. We can issue a full refund or an exchange. Please indicate on your Return Merchandise form what you would like to do.

At Adorama, we strive to make our customers return process hassle free. As all returns must meet our guidelines, please review our full Return policy carefully. [redacted]

No RMA number is needed to return an item. Please include a filled out Return Merchandise form along with a copy of the original invoice. Please indicate on the RMA form the reason for the return and what you would like to have done (exchange, refund, etc.) The RMA form can be found at: [redacted]

Returns must be made within the time limit specified in our return policy. Returned products must be in brand new condition and have all original manufacturer's packaging, materials and accessories.

Securely package the product you wish to return within an outer shipping box. Do not write or place shipping labels or stickers on the manufacturer's packaging.

You will be receiving a pre-paid UPS label to pay for shipping back to us in a separate email. The tracking number of this label is [redacted]. Please print the label and attach it to the shipping box. The box will be shipped to: Order Processing [redacted]

Please allow up to 8 business days after we receive the package for your return/exchange/refund to be processed. An email confirmation will be sent to you once the return is completed.

If you have any further questions, or require additional assistance, feel free to contact us. You may reply to this e-mail or call our toll-free phone number: ###-###-####.

Thanks for Shopping with Adorama.

Mon F.

Customer Service Specialist

www.adorama.com - More than a Camera Store

###-###-####.Desired Settlement: Full refund of all monies paid to Adorama

Business

Response:

This was shipped "New" which we received directly from Asus. We've sold over 100 of these with no complaints.

[redacted] **

[redacted]

[redacted] Returned or exchanged products must be in brand new, mint condition

....Notebooks, Netbooks, Tablets IPads and Computers cannot be returned or exchanged once opened or unwrapped.

Items that Qualified for free shipping that ore being returned Will have our standard shipping charges deducted from the refund or credit

Email documentation [redacted] Customer's first email to us was that I we don't allow her to return this defective laptop and we will not refund her money, then we will need to deal with her credit card company. To which we replied: We would like to clarify that we accept returns for defective notebooks and computer. Please be advised that this return will be Inspected and evaluated In our returns department by our computer technicians. After they have assessed the condition and determine the defect, based their findings we will either process your return In full, or determine and deduct a restocking fee If the Item Is found not to be defective. Please allow up to eight business days after we receive the package for your return/exchange/refund to be processed.

We even sent her a prepaid UPS return shipping label.

,We have had laptops etc. returned to us which were defective and full refund was Issued, but that was not the case here,

On 10/**/13 this was evaluated: Laptop was able to boot up and perform multiple Hardware/Software changes w/o any depreciation In

performance. No Issues encountered but customer returned this with sll9ht wear and tear on top left corner of cover.

On 10/** we emailed her to give her the opportunity to accept this back before we process this less 15% Her reply: My credit card company is handling this dispute.

Since this was returned opened and not defective we processed this return less the restocking fee 10% $ 49.99 (instead of the 15%) and less the free shipping $15.05 for a total refund back to her card In the amount or $434.95

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. I am not happy with the response from this business because I think they are liars and their bad reputation from previous customers online is evidence of that. I was given no other choice than to accept their offer. They basically stole $65 from me and for that, they should be ashamed. I will continue to give them very bad feedback online and elsewhere. Again, the resolution is not what I would describe as "satisfactory", so I will not state that it is, but I will claim that I am willing to resolve the matter unsatisfactorily and take the money back that they offered.

Sincerely,

Review: On 7/*/2013 I purchased a Sony NEX-6 camera and 16-50mm Sony lens as a bundle from Adorama.com for $1098.00 and the $99 Mack 3-year Diamond Warranty which was offered on the same web page. As I have made other camera purchases and accompanying extended warranties, I felt it is reasonable to assume that the warranty offered covered the package of the camera and lens. When I tried to register both at the [redacted], I was informed that the warranty I purchased was only sufficient to cover the camera and not the lens. My extended email correspondence, shows that Adorama's representative, [redacted]. maintains that they are not required to do anything... The "error", as [redacted]. explains may have occurred because they were in the process of lowering the price of the camera/lens package into the range covered by the $99 warranty. Because they price dropped so soon after I purchased the camera, [redacted] offered $100 in store credit, which would still require that I further outlay cash for the appropriate warranty. Considering what I regard as a deceptive practice (offering an insufficient warranty product for the item combination I purchased), and the intransigence of Adorama's customer service to rectify their "error," I find dealing with this company to be a consumer nightmare I do not wish to repeat or to have happen to others.Desired Settlement: I don't want store credit. I want both my camera and the lens which I purchased as a package for $1098.00 to be fully warrantied for accidental damage, defects in manufacture, etc. as Adorama's website implied by offering the $99.00 extended warranty from Mack, and I expected to be purchasing. Since the window for registering the warrant will expire before this in dealt with, Adorama may have to make good on it themselves. How do I attach the series of emails I exchanged with Adorama? There had been a way to include documentation in the past???

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

This seems to have been a matter of the costumer representative. The Adorama manager, [redacted], was very gratious and prompt in resolving this problem. Iwill receive the appropriate warranty for the camera I purchased at no extra expense. I was surprised when the mistake was not acknowledged , but once I got the manager, Adorama responded as I thought they would have.

I am very satisfied.

Sincerely,

Review: [redacted] release their newest tablet on Aug [redacted]. They sent stock to a select few retailers and allowed them to release the item for early sale and shipment on the [redacted] of Aug.

Adorama advertised themselves as being one of those sellers. They had banners throughout their website stating Nexus 7 2013 in stock and ready for shipment within 1-2 days. On the products page, it showed the same thing and allowed you to order. There was no indication that it was an pre-order.

I ordered the tablet, 4 days later I checked on my order status to discover that the tablet had not shipped and instead they represented it as being backordered.

I contacted customer service who stated that they were sold out and had more on order and that my order would be shipped within within 7-14 days.

Throughout this whole time, they still had banners on their site showing it in stock and shipping within 1-2 days. The product page also showed it to be in stock.

I questioned their customer service several times as to why it still showed in stock on their website, they ignored the question and continued to state only that my order was backordered and continually offered lesser valued tablets to me instead.

Believing that either my backorder was due to an system error that they could not want to fix or that they indeed were out of stock and weren't going to get any for 14 days. I decided to place another order to see if it would ship this time, and I kept the original order open in case they were telling the truth about the delay and so I could keep my place in line.

Hours after the second order, both orders status changed to shipped. This also was shortly after I was told that they were sold out and weren't getting any for 14 days.

I quickly tried to cancel one of the orders but was told they both were already sent to the UPS facility and could not be canceled.

Days later I checked on both of their status, one order showed to be shipped the other was not shipped. This was 3 days later and 3 days after I was told that I could not cancel because both were shipped.

I immediately contact their customer service and was told the truth finally. I was told that they did not have these tablets until the [redacted], a day after the original release date. They advertised that they had them for 6 days when they did not. They still refused to cancel the order that had not shipped yet. The lady told me that they would send me a prepaid label instead.

She did not, I called back in later and she said she'd send it again. But she did not.

Essentially, Adorama tried selling this popular release without even having an order with google for inventory. I have an email where an agent states this. And yet they advertised it for 6 days as being one of the merchants with stock. And because of they had to rush an order to [redacted] they didn't even receive the US versions. I ended up receiving two foreign versions with foreign language packs. I had to go through the trouble of finding and installing english. I am still not even sure if the warranty applies through [redacted] US support.

After being told that I could return one, and even being told that I would be sent a prepaid label. I called back and was told I was not allowed to return it but they would allow me to for a $75 fee.

I then was contacted by their customer care agent, who made me spend hours providing her all the information for what took place on several different occasions. After a while it was clear she was purposefully trying to waste my time and eventually she told the truth and said she did not have the authority to help.Desired Settlement: I want to return the item. Plain and simple.

Business

Response:

Thank you for contacting Adorama,

We apologize for any inconvenience this may have caused her.

She had placed her order on the Internet , IntOrd# #: [redacted] Ord# [redacted]-Friday 07/**/13 at 7:30 pm (after we had already closed for the weekend), Invoice# [redacted]- Friday 07/**/13 and shipped via

Started with UPS and transferred to the postal service [redacted] for delivery. Per USPS this was delivered on August *, 2013,

The day she placed her order we had no stock so our system automatically sent her a back order email.

She emailed us on July [redacted]) and we replied that we should have this by 2nd week of August since our system listed the ETA for then.

We had asked her If she was OK with waiting or If she wanted to cancel this Instead. We also advised her that If we do not hear back from her, that this order will remain open and will ship when the Item arrives.

She did not reply and she had not contacted us again since.

But she placed a 2nd order,IntOrd#: [redacted] for the same thing on 7/**/13. This order was lnvc# [redacted]and shipped on 08/**/13. Now on 08/**/13 she contacted us ([redacted]) asking to cancel this order. But It was too late, It had already shipped, This (as well as the first order) was shipped via UPS SurePost. With this method NO Intercepts can be done to stop the delivery. We advised her to return it to us If she did not want it,

This was the customer's error placing a 2nd order If she only wanted 1, but since she was not accepting any of our Instructions, we gave in and made an exception and sent he a prepaid UPS return label ([redacted]) and another one ([redacted]) so she can return either or both for refund per our return guidelines listed on our website: [redacted]

On the ** order this was customer's error again. On August [redacted] she contacted us again. She had decided to keep the Item opened It and used It. Now she changed their mind and wanted to return It. However, we advised her that Notebooks, Netbooks, Tablets, IPads and Computers cannot be returned or exchanged once opened or unwrapped.

Again, we made an exception and advised her that was can accept It back with a restocking fee since In this opened condition we can no longer sell it as new.

Again. She did not reply and she had not contacted us again since.

These tablets were both NEW, just received them in from the manufacturer on 7/**/13 and more after that. We received and sold over 5,000 units and NO one has complained that this was not In English.

Again, this was customer's error, if this was the case then "she" must have hit something on It, either Intentionally or accidentally, to change it from English. This was customer's error

Once again, I apologize but we can accept this back but only with a restocking fee as long as it can be returned according to our return

guidelines, [redacted]

Review: 1st let me start by saying that I have had the worst experience with Adorama customer service people who hardly speak or understand English and the lack of concern for my order or my being a NEW customer. You can check by name and address I’ve recently placed a few orders two of which I’ve paid for and am waiting for them to arrive. I received a bluetooth device today and opened the box to find that the unit must have been a returned item and NOT New as I thought I was purchasing. Item was missing power cord, not wrapped up, missing the rack mounts for the sides and manual and cables. It did however have a manual for a receiver/amp that is not even for the product. I immediately called the customer service number and explained the issue and that I needed to return the item however, I wanted a NEW unit shipped out overnight asap once you could confirm tracking of the returning unit. I was told NO but only if I paid a 2nd time on my credit card! I advised NO. This rep [redacted] was rude and said to return for a refund and I said I didn’t want a refund but a NEW product and explained the terms again. She again was rude. I hung up and called the sales line and explained the situation with the sales rep who immediately transferred me back to the same RUDE [redacted]! I demanded a Manager. Was given [redacted] who advised she was sitting next to this person and she too refused to be of help. I advised I would be filing a complaint with PayPay and the Revdex.com and she said that was OKAY? Really, I’m a new customer and this is how you treat me. It took me 3 times to get the managers email address. It's now 8/**/13 @ 9:20am and I called and spoke with [redacted] email: [redacted] about the product and amazingly enough, same attitude. Wanted me to pay again and then wait to get my refund on a product that should have been NEW as advertised. He to is unwilling to work with me. I advised I ship back this unit today and after to please send a replacement. [redacted] called me this morning and I had to pay for yet another unit which I did which was guaranteed for 2nd day delivery. I will have to wait for 10 days for a refundDesired Settlement: I had to pay for yet a 2nd item and will have to wait for 10 days for a refund from the return!

Business

Response:

lntOrd#: [redacted] / Ord# [redacted] for: TEPBLUEDECK-TECHPRO BLUDEK RKMTBL 9LUETH AUOIORCVR

He claimed that he received one that had already been used. We gave him the benefit of the doubt we covered the cost to have this returned to us and sent him a return label to exchange It at no cost. Since he needed the other one ASAP, he purchased the replacement on Ord# [redacted] end WE covered the expedited UPS 2 day shipping. We processed his return and Issued refund for the full amount of $52.95Jnstead of for exchange.

But after further review, this WM HQ! used/previously returned. We had NO returns on this Item In fact this came straight from the

manufacturer, stocked In and shipped to him.

His next order: IntOrd# [redacted] / Ord# [redacted] for: TEPTUB75 TECHNICAL PRO PROFS AM/FM DIGITAL TUNER

Again he claimed It Wes used and he claimed we shipped the wrong Item as well. He claimed he received the TEPUREC7. We asked for photos but then again just we let It slide and gain we sent him o prepaid UPS return shipping label for him to return it at our expense again. Again once we receive this back, we will Issue full refund for the $99.99.

BUT, again, this TEPTUB75 was NOT used/previously returned as was had NO returns on this Item. Neither was the TEPUREC7

used/previously returned as neither on this had we had any returns.

He hos one other order with us Ord# [redacted] 08/**/13 drop shipped by: ODYSEY INNOVATIVE DESIGNS ODASC4 ODYSSEY 4 SPACE CLAMPNG RK SHELF this one he accepted delivery for

ODARS<- ODYSSEY 2 SPACE RACK SHELF 14.5" This one he changed his mind and did not want. I advised him over the phone that I would call him right back if this Is to be returned to the manufacturer or to us. I called back within 2 minutes and told him "Not" to return this to them but rather to Adorama. I also replied to his email which was sent later, where he said he would just refuse It, I again told him not to. But, he did not want to pay for return Shipping so he Just refused the delivery.

Once we receive the credit notification from ODYSSEYINNOVATIVE DESIGNS, we will issue refund on this as well. [redacted] Items that qualified for free shipping that are being returned will have our standard shipping charges deducted from the refund or credit. That return shipping cost (the cost to send an Item back to us) Is not refundable.

Thank you for your patience and understanding

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

[redacted] & [redacted]!

I have in my possession copy of a letter you sent to the Revdex.com in which you told a couple of lies to cover yourself and I have pictures and an eyewitness to the boxes and merchandise as I have received it and while I’ve opened it up!

1st you state the 1st piece of equipment you sent me and was returned back was NOT used? How can you LIE when I took a picture of it with a scratch on the front, no manuals, no manufacture seal and a bent rack mount on the right hand corner! Wow, what business practices! You also failed to mention to Sabina at the Revdex.com that you told me I had to either wait a week to get the other one back in order to do an exchange or I’d have to purchase another unit and use a separate label so the funds would go back on my cc and not paypal! I have your emails stating all this which I will be sending to the Revdex.com today along with pictures of all merchandise!

Next, You also failed to tell them that you TOLD ME to refuse the package and it would go back to the manufacturer and you told me once you could track it as being refused I’d get a refund the same day of 29.99. Later your entire story changed and you said no you had to wait for the manufacturer to issue a credit to you and then I’d get a credit. You also 1st stated in an email that a restocking fee might apply. I advised I was not paying a restocking fee. You sent an email later stating you would waive the restocking fee and I would receive a full refund. What you fail to realize is that the conversation was recorded on my end so you can’t dispute what you told me as I have that as proof! I had even told you during that recorded conversation that I was not at home and would not be able to do it and you tried to figure out which package it was during this same conversation on the phone and you could not either. I finally tracked both number and weight and called my friend who signed for the 1 package and told him what tracking number to refuse. It wasn’t until after you decided to call me (which I never received a call) and emailed to NOT do this and to send it back and I told you then it had been done!

So far I’m out 99.99 and 29.99 with your company! I feel as though your company has been very unprofessional as well as yourself, especially after reading this letter you sent to the Revdex.com to try and put all this off on my. As I stated to you, I have a 5 Star rating with [redacted] and with [redacted] and I’m happy to share this as well with the Revdex.com. I have lots of positive responses from vendors I’ve made purchases with in the last 6 months and not 1 complaint from any of them. I’ve only had issues with you and your lack of “Good Customer Service” especially to a NEW customer. As I stated before I want my money, I will never shop with you again and I see you have over 100 complaints logged! I should have checked you out 1st and shame on me! If you are going to put anything in writing to anyone please make sure to state correct and factual information and nothing less!

I have asked numerous times for the Main managers name and number and am always put to you! Also, here is the tracking number for the item: [redacted]

Again, I will be sending all of the pictures I’ve taken to the Revdex.com so they have them for the file!

Here is just one email that I received from you for the Revdex.com to read:

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

Sincerely,

Business

Response:

I apologize for all the misunderstandings between us.

Adorama did not receive any returns on these items.

As I explained to you over the phone, (given the above information) that I can’t understand how you received used ones.(1st order [redacted] and the 3rd order [redacted])

But since you did tell us that they had arrived in “Used” condition, we did send you the labels to return them. I’m sorry I troubled you for those photos but since it was so confusing as to how you received these as you did, we needed photos (as we always do ask) to clarify what you did receive.

Unfortunately we do need the items back to process returns for either reship it or issue refund for it.

Being that you did not want to wait for the replacement of the [redacted] $52.95, you paid for the new one with your card and when you sent back the defective one, we issued refund back to your card.

Then on the order with the [redacted] $29.95, I did say at first that perhaps you can just refuse it. But you told me that you don’t’ know which package it was. I then told you that I would check with purchasing if this needs to be returned to the manufacturer or to Adorama and that I would call you right back. I called you back within 2 minutes and left a message to return it to Adorama. I’m sorry if you did not get this message on time nor my reply to your email where you stated that you will refuse it, before you actually did refuse it.

So, even though they are charging us a restocking fee, we are not charging you as apparently it was not clear as to where to return it.

I’m sorry but perhaps you misunderstood. I never said you would get a refund that same day if you refused it. I did say you would get a refund but I did not say that same day.

We always wait for the credit invoice from the manufacturer for us to issue the refund.

[redacted] $52.95 was refunded.

[redacted] $99.95 will be refunded when we process your return (per our website: Please allow up to eight business days after we receive the package for your return/exchange/refund to be processed) but I’ve already emailed our warehouse to try to find it ASAP the day it arrives & to pull it and process your return that same day.

This should be refunded by Monday 8/**/13 or do you want a Replacement instead?

[redacted] $29.99 will be refunded as soon as we get the credit invoice from ODYSSEY INNOVATIVE DESIGNS. This is due to be delivered to them on Tuesday 8/**/13 and processed the next day Wednesday 5/**/13. I will call them again on then for the credit invoice so we can process your refund that same day Wednesday 8/**/13 as well.

Normally Items that qualified for free shipping that are being returned will have our standard shipping charges deducted from the refund or credit but we are not deducting this either.

[redacted] | [redacted]

Customer Service | Adorama Inc

###-###-#### Ext [redacted] | Fax ###-###-####

Bought a 2 in 1 laptop. Didn't seem to run that smoothly. I tried to return it and they said they would take it back - minus 20% restocking fee.

Review: I bought a manufacturer-refurbished tablet from Adorama. I received the product and after using the item, the tablet crashes with a system error code. And the battery also have some issue, when fully charged and put in sleep mode, and next morning the battery will drain off. When I called manufacturer ([redacted]), their technicians also found there is a small defects. I thought why to send to [redacted], I can return with adorama as they are telling hassle-free return for 1 month. It was really pathetic to hear that some guy tested and added the comments "it is not defective."

I called adorama customer care and request them to reach out to that person and let me explain him about the defect. Why I am sure is I am a technical manager for a well-known organisation. They have charged the restocking fees. Now my question is about the knowledge of Adorama technical team. Honestly speaking, trust me, if you want to throw some dollars you can shop from here. I am suggesting you not to buy any refurbished items from Adorama. It is an advice. Please try with some others like rakuten, new egg, etc.Trust me you will end up in trouble. They dont care about feedback also. One day they will realise but that time it will be very late.Desired Settlement: I contacted them again and request them I can settle th eissue with the manufacturer so giv em eback the product and tak ethe remaining amount what they have re imbursed for me they are not ready for that an dit is a kind of cheating the subscribers

Business

Response:

Case# [redacted] (2nd time)

Per Customer:

The Product quality is very poor or pathetic. All the time the application crashes with an error.

The battery even I charged fully and put in sleep mode then the next day the battery will drain off.

Defective "wants credit". This unit gives power driver failure when started & then reboots, also battery drains fast even if item is not used, customer also said they are unable to reach someone from [redacted].

We send a prepaid return label and replied: This item can normally not be returned us as per our return policy: [redacted] All returns must meet our guidelines, please review our full Return Policy carefully.

Notebooks, Netbooks, Tablets, iPads and Computers cannot be returned or exchanged once opened or unwrapped. We advise you to contact the manufacturer first. Often, the manufacturer can troubleshoot the issue with you right over the phone which can avoid the hassle of you having to return the item and any subsequent back-and-forth shipping time.

If they are unable to solve your issue and advise that it be returned to us, please let us know as soon as possible. We will assist you to return the item to us providing it meets all other return criteria and providing we have the exact details of the defect.

These returns will be inspected and evaluated in our returns department by our computer technicians. After they have assessed the condition and determine the defect, based on their findings we will either process your return in full, or determine and deduct a restocking fee.

Our returns department received it on 7/*/14 however it was returned Password locked. 7/*/14 we emailed the customer and informed regarding restock fee; No reply. On 7/*/14 we emailed the customer again; No reply. Finally by 7/** we were able to find a way around the password and had it tested.

It was found not defective so we processed this less restocking fee and turned it around and sold it as an Open Box item. We don’t sell knowingly defective items. This was tested and it was not defective.

Customer contacted us on 7/**/14 and wanted it back

I apologize but this is no longer available to send back to them since it was already sold, shipped and received by another customer with no complaints of any defect.

This item was/is not defective and refund was processed less restock fee as listed in our return policy.

Thank you for your patience and understanding.

Respectfully,

Review: A price increase bait & Switch on a credit card I tried to purchase a product online Leatherman Wingman Multi-Tool SKU: [redacted] MFR: [redacted] The price was totaling 19.99 all the way until I confirmed my purchase and then it jumped to 29.99, which is the figure on my confirmation email. I want to notify Revdex.com about this. I have never seen such a maneuver on the side of a business before.

Business

Response:

[redacted] placed this order Online by adorama.com for this Item at this price (See his online order confirmation Included) Unfortunately, this Item Is NO longer available

Customer canceled Order: Canceled Backorder per customer's request via email [redacted]

We never charge him since we canceled his order before It was processed.

Thank you for your patience and understanding.

Business

Response:

IntOrd#: [redacted] Order# [redacted] Date 07/**/13 for the [redacted] and

canceled on 07/**/13 per customer since we ran out or stock of the Item.

I went back and looked at all our previous sales on this Item.

This price originally was $29.95. We did have It advertised for sale online for a lower price based on our available stock. Items offered for sale are subject to availability. Once our stock was depleted the price went back to $29.95.

We have no way of knowing what price it was when he put It In his cart. Just because It's In your cart, It's not an order until you actually order it.

For example, If we had an Item on a 1day sale and the customer puts It In his/her cart the Item Is not theirs yet. If they come back 2 days later and continue with their order, yes, the price will go back to what It regularly was since the sale day Is over.

The same goes for this order. The time frame Is no way the same but the circumstance is.

When he submitted his order and received a confirmation, It was for $29.95 as we all can see it on the copy I sent which is the same on he received. Our website may have been updated at the same time he submitted his order. The price seems to have changed simultaneously as he submitted his order.

But there is nothing even to talk about here. We could have and most probably would have given it to him at the $19.99 price Is we still had them in stock if the above was the case. But this Item has been discontinued and is no longer available.

Item was, is no longer in stock and also discontinued and no longer available. We canceled his order we never charged him.

We are talking about an Item that no longer exists.

We can't make offers on Items we don't have. We can't sell it to him for $19.99 If we don't have it.

Thank you for your patience and understanding.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

All this talk about item pricing changing is irrelevant. The purchase was quick, and the price changed to 29.99 AFTER I confirmed the order of 19.99 in the review page. The mismatch in price between confirm order page and the actual sale price is the issue. Not weather the price of the item or it's availability changed. A confirm order page is like an agreement. You can't change the price suddenly. In any reasonable purchasing system if the item becomes unavailable or changes price, you should have intercepted the confirm order step without upping the price. This is not an acceptable business practice.

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

Sincerely,

What a horrible experience. Their arrogance is unmatched by their ability to lie and deceive along they way. They tell you what you want to hear and have no problem in breaking promise after promise. To make matters worse they charged my debit card an additional $1500+ without even telling me. No apologies, just more arrogant responses. Adorama is not to be trusted. If you choose to do business with them I recommend you use extreme caution. Especially the Used and Trade department. It took them 3 months to deliver on their original two week promise.

Review: On October [redacted] 2013 I purchased 5 SanDisk Extreme Plus 64GB Class 10 80MB/Sec Read 30MB/Sec Write Speed Micro SD Cards at the websites advertised price of $27.45 each during their Columbus day sale period for a total of $ 137.25 when the package arrived Adorama sent me 16GB cards instead. After calling on 4 different occasions and emailing 2 different people at the company, I was repeatedly told that there was a listing error and that they would not honor their advertised price. I even emailed them screenshots showing both web and email confirmations that I was purchasing 64GB cards at their advertised price, they offered me was to send the cards back and they would refund me. They then proceeded to send me an email stating "We apologize for the inconvenience. We are happy to hear that you are willing to keep the item. We want to offer you $30.00 partial refund." I never once told them that I was willing to keep the items at a partially discounted price. I have no use for 16GB card only for 64GB cards. I am only asking for them to honor their publicly advertised price.Desired Settlement: I am requesting them to allow me to exchange the 16GB cards they sent me for the 64 GB cards that were advertised to me for the price that they were advertised at.

Consumer

Response:

Attached are the screenshots. I am not interested in a refund or partial refund, I would like the product that was advertised when I purchased the items

Business

Response:

IntOrd# : [redacted]/ Ord# [redacted]/Invc# [redacted]

For: SKU: [redacted] We listed this in error as a SanDisk Extreme Plus 64GB when in fact it’s a 16GB as you can see by the SKU#

However, accordingly:

The SKU# [redacted] is a 16 GB He purchased these for $27.45

The SKU# [redacted]. is a 32GB for $49.50

The SKU# [redacted], is a 64GB for $98.95

The [redacted] are not the 64 GB and therefore we cannot send him the [redacted] at the [redacted]price.

Since he has no need for the 16 GB cards and therefore does not want to accept our offer $30.00 refund of to keep them, I have sent him o prepaid UPS return shipping label and return Instructions. I can still offer him the same $30.00 refund If he wants to purchase the 5 [redacted] Instead, or even $30.00 Gift card towards any future purchase.

Thank you for your patience and understanding

Review: I placed an order by phone with [redacted] in Adorama, [redacted] store (###-###-####), in December **, and sent the check for $11,399.00 (Check from [redacted]).

Because I did not receive any confirmation order, I call and asked for it. I received December ** the confirmation order number [redacted]. I was talk the order will be shipped after the check clear in about two or three business days. The order appears to be in hold in the Adorama’s Website. After three or four days I call several time to [redacted] but he never answer the phone and his voices mail was full. I spoke with other Customer Services who talk me the order will still in hold until I call to the bank and release the money. I decided cancel the order and call to [redacted], Direct: ###-###-####, Fax: ###-###-#### [redacted]). She said the check is clear several days ago and the Adorama have de money. I call Adorama again and spoke with [redacted]. He said that everything is fine and I proceed to replace the order (order number [redacted]). Two days later I check the Adorama’s Website and saw the order still in hold. I call again and finally spoke with [redacted] who repeats to me “the payment is not clear and we can not ship the equipment”.Desired Settlement: Delivery of Order

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Bought a computer from this company that didn't work properly, and they basically gave me the runaround, and in my opinion, did not try to help me out at all - Avoid & just go with a trusted online retailer such as [redacted] or [redacted]. Also, they dented my 'brand new' laptop.
Helen O attempted to help me. In my opinion, she did not help me at all, but only asked questions, nor did she offer solutions to the problems at hand. Only questions were asked, no solutions were given - it was question after question.
My opinion is that Adorama doesn't want to help customers, and that other companies may provide better customer-service online. My suggestion for a trusted online-retailer would be [redacted] (obviously). Also, please [redacted] 'Adorama online reviews', or just search '[redacted]' for other opinions on the company.
My other opinion about Adorama is that Helen O (im just taking a guess here, but she is more likely not a 'customer service' agent....but more likely their online social media manager since she responds so quickly to any online criticism), doesn't offer solutions - which in my opinion is a little underhanded as the purpose is to most likely distract & not actually give the customer any tangible solutions.
I was also informed that their call centers are located in Manila (Helen O. personally emailed me this information) So they do not support local jobs, apparently.

They posted the price of the Asus Nexus Player as $39.99. When adding it to an order the price becomes $49.99. Calling their customer service and asking for the price was met with the following responses. "It's $49.99 even though it is listed as $39.99. It will be updated in the next 2 1/2 hours on the website. You can not talk to anyone else. Call back tomorrow."

Review: I have complained to them many many time about getting junk email. It never stops. When and if I order something

I ALWAYS uncheck the box to receive promotions and ALWAYS check the box to receive ONLY email regarding my order. YET everytime I get more and more promotional and junk emails.Desired Settlement: STOP sending me junk emails and send me ONLY email regarding and order or purchase

Business

Response:

Please see attached.

Review: I purchased TWO items in this order: a knife and a flashlight.

When I opened the package there was only the flashlight. There was no knife there.

This is really ridiculous and made my shopping experience at Adorama terrible. It is also a waste of time because now I don't know when I am going to get my item before I leave town for holidays.Desired Settlement: Send the missing item to me via the fastest shipping method so that I can get it before the end of this week.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. The business sent me a replacement.

Sincerely,