terrible experience with adorama (resolved)

[northeast16th]

Edited.

This was a nasty note about Adorama, but they have contacted me to try to work it out. They seem to be doing good on their promises now.

Thanks.

 

[Ezzie]

I've only had positive experiences with them. But then again I've had no need to test their return policy yet.

 

[ItsReallyDarren]

Did you get the name of the first person you spoke to? The one who was supposed to make a note on your order?

 

[SteveM_NJ]

years ago - I went to the store in person, in NYC, to look at buying lighting equipment, I wasn't a pro and I guess wasn't spending enough money as they felt would make it worth them helping me, they treated me badly.
I left, purchased my equipment elsewhere, and Never buy my gear/film/chemicals from Adorama.

That was my one and only experience with them, no second chances when being rude face-to-face to customers, I was embarrassed.

 

[robklurfield]

call 'em again. ask to speak to manager. stay calm and state your case. while the core of their business is based on competing on price because so much of what they is commodities, they really depend on customer service. I'm sure, if you explain to someone with a little authority what happened, they'll do the right thing. after all, what they want is good press, referrals and repeat business. ask whomever you speak with, "what can you do to help me out here?... I'm trying to be reasonable." Give it a shot. I'm sure whoever blew you off was someone who didn't know any better and was simply following company policy. Retailers the size of Adorama have managers precisely to override policy when necessary to keep customers happy. Tell them you're not happy and explain what it would take to change that (ie, "either a refund, a repair on their dime or a store credit to another Rollei that isn't in need of so much work... can you do that for me?"). You might end up pleasantly surprised.

Can you tell that I used work in retail??? In NYC.

 

[kxl]

Contact Helen Oster, the "Customer Service Ambassador" for Adorama Camera.

 

[Pablito]

call 'em again. ask to speak to manager. stay calm and state your case. while the core of their business is based on competing on price because so much of what they is commodities, they really depend on customer service. I'm sure, if you explain to someone with a little authority what happened, they'll do the right thing. after all, what they want is good press, referrals and repeat business. ask whomever you speak with, "what can you do to help me out here?... I'm trying to be reasonable." Give it a shot. I'm sure whoever blew you off was someone who didn't know any better and was simply following company policy. Retailers the size of Adorama have managers precisely to override policy when necessary to keep customers happy. Tell them you're not happy and explain what it would take to change that (ie, "either a refund, a repair on their dime or a store credit to another Rollei that isn't in need of so much work... can you do that for me?"). You might end up pleasantly surprised.

Can you tell that I used work in retail??? In NYC.

Good luck with that. I used to live in NYC and had experiences similar to post #4. Found their staff neither helpful nor knowledgeable so went elsewhere.

Edit: that was in the 1980s. Maybe they have improved but I'm not willing to try.

 

[Fujitsu]

They are horrible to deal with. Was my first time ordering, and I will never go to them again.

I ordered a Rolleiflex and immediately sent it out to have it looked over by my camera guy, do tests, etc. As the two week mark was approaching, I called him and he had been called out of town unexpectedly and had no info on the camera and couldn't get it back to me until he got back.

I called Adorama and explained this, and they said, oh yeah, no problem, we've made a note of it so you can still return it after the two weeks if necessary. Great, I thought, that was easy.

The camera came back about a week later with major problems that would cost hundreds of dollars to fix, so I called Adorama and asked for an RMA number. Oh, you're past your two weeks, they said. No, there should be a note on my order, I called before. No, no note, sorry can't help you. Can't return it.

Total dead end. I tried explaining that I'd called and explained the situation, but no luck. "I don't see any notes here, sorry."

Will never do business with them again, and I would advise everyone else to avoid them too. Horrible experience.

Isnt there a warranty in the US on used goods when bought from a dealer?

Edit: "Used Equipment carries a 90 day Warranty"
http://www.adorama.com/catalog.tpl?op=FAQ#Product Warranties:

 

[kermaier]

I've purchased dozens of items from them over the years, and I've never had a problem, whether online or in-store. Were I in your shoes, I'd be far more irritated with your repair person's performance! 🙂

::Ari

 

[tbarker13]

If you haven't already done this, you might also go over and post on PhotoNet. I've noticed that the Adorama rep often gets involved in threads over there.

 

[BillBingham2]

Please reach out to Helen O. She have never had to make things right for me, but I know several people who have with wonderful results. Please reach out to her. If you can not find a easy way I will send you her email through PM.

Let me know how this works out.

B2 (;->

 

[HelenOster]

Message from Helen at Adorama Camera

Message from Helen at Adorama Camera

They are horrible to deal with. Was my first time ordering, and I will never go to them again.

I ordered a Rolleiflex and immediately sent it out to have it looked over by my camera guy, do tests, etc. As the two week mark was approaching, I called him and he had been called out of town unexpectedly and had no info on the camera and couldn't get it back to me until he got back.

I called Adorama and explained this, and they said, oh yeah, no problem, we've made a note of it so you can still return it after the two weeks if necessary. Great, I thought, that was easy.

The camera came back about a week later with major problems that would cost hundreds of dollars to fix, so I called Adorama and asked for an RMA number. Oh, you're past your two weeks, they said. No, there should be a note on my order, I called before. No, no note, sorry can't help you. Can't return it.

Total dead end. I tried explaining that I'd called and explained the situation, but no luck. "I don't see any notes here, sorry."

Will never do business with them again, and I would advise everyone else to avoid them too. Horrible experience.

Reading through your posting, I'm not surprised you feel frustrated and angry; in your position I would feel the same way.

Apart from anything else, all our used equpment carries a 90-day warranty............ could you contact me directly, with your order number, and I'm sure I will be able to straighten this out for you.

I can only apologize at this point that you have had this horrible experience, but as soon as I have your details in front of me I will give it my immediate attention.

 

[iamzip]

I have not done loads of business with Adorama, but I did buy my first Holga from them a couple of years ago. It was the version with the built in flash, which stopped working in about a month. I called up and got it exchanged, no problem. Of course, the flash on the new one broke too, but not for a year.

 

[northeast16th]

Helen,

I sent you an email but all I got was an automated response with Adorama's return policy. Very sorry for my tone, but I was extremely frustrated. I didn't mean to come off with a nasty tongue. Thanks for writing. I would love to work this out.

 

[HelenOster]

Message from Helen at Adorama Camera

Message from Helen at Adorama Camera

Helen,

I sent you an email but all I got was an automated response with Adorama's return policy. Very sorry for my tone, but I was extremely frustrated. I didn't mean to come off with a nasty tongue. Thanks for writing. I would love to work this out.

Dear Scott

odd - 'cos I haven't written back to you yet.....😕

I don't have an automated response except 'out-of-office' when I am - which I'm not right now!!

 

[northeast16th]

Sorry, it was the original response to my email trying to resolve this. I thought it was just going to go unanswered, but it just happened to come in right this moment. My mistake.

 

[fotomeow]

Nice to see Helen is invested in cleaning up other peoples messes (although Im sorry for her sake, that she has to).

Ive had too many problems such as yours NOT to get the first and last name of any sales person when dealing with such a large company. Customer service is just not the same these days: rude employees who are disrespectful and still expect you to throw down $$, then not be accountable for their actions. Thats why I always take their name down, and send a letter to their supervisor if necessary. Note: Supervisors dont like this kind of feedback, especially in a down economy where every dollar and customer counts.
Its also reassuring that Helen is a member of RFF, and other members such as nikonwebmaster have a working relationship with them.
In the end, it looks like it will be ok, just too bad you had to go through all of this in the first place. Helen, if you are reading this, how about a store policy where employees are REQUIRED to give their first and last name to customers, even if they dont ask for it? I think that may instill the customers confidence in your company, and maybe even retain them as a repeat customer.

 

[bob338]

i am always impressed by Helen's willingness to take care of these matters. i came back to this thread to post her name(after i tried to remember it for an hour) and saw that she has already jumped in.

bob

 

[youngmrcurtis]

My one experience with adorama was them sending me a camera that didn't match the description(not even slightly, it was the wrong model), and them taking it back and issuing me a refund without any hassle. The support I got after the sale definitely reinforces my willingness to deal with them in the future. The hope is that was a once off mistake in their warehouse.

 

[Beemermark]

Based on 30 years of experience Adorama and BHPhotovideo are the only two NYC stores I deal with. As far as rude clerks, I find it to be a rare occasion in almost any store to find a polite clerk. I buy most stuff on the internet (not necessarily cameras) so I do not to deal with the store personnel. In all my travels the Philadelphia area is the worse.