Any experience with Adorama mis-ship?

[peter_e]

<p>I also appreciate that both companies mentioned here watch this mailing list. This is obviously in their best interest but also demonstrates that they try to stay connected to the photographic community.</p>

[kohanmike]

<p>I've purchased from Adorama often in the last five years. Last week I had my first problem, received a gooseneck extension arm that was not packaged properly, and a bit damaged. I emailed to the normal channels from their web site, then also called the next day. Alba C. helped me and without hesitation ordered a new arm, and said I would get a return authorization for the defective one. Not only that, later that day I got a reply email from Jorge C. for the email I sent saying they see that the issue was resolved by Alba. Excellent customer service for my one and only problem.</p>

[arso]

<p>Adorama and B&H photo are the best world wide selling company's. I am living in Macedonia, pretty far away from US and I have never ever had any problme with those company's. I am ordering more than 15 years. Customer care is on a very high level and any possible mistakes are solved.</p>

 

[postobox]

I live in NYC. Adorama is the last place where I go. Once I bought a filter for Hasselblad mount. It took me several hours to get home figured out that filter was different mount and returned it back to them and knew that they don't have Hasselblad filters in stock. Also you must be very careful not even buying online(big risk) but in the store too. Because these guys give you well used item instead of new one and don't even smile. Also I've never seen in B&H people opening boxes in the store which is usual at Adorama. If B&H says opened box it is really only opened not well used and opposite B&H never sells something used like new. But Adorama guys are very good specialists in this kind of things. So I will never ever try to buy something from them online because even on their floor you must check everything many times.

[helen_oster]

<p>Vitaliy<br>

I was extremely concerned to read your posting; you should know that any member of staff reported to be deceiving customers in the way you describe would be dealt with quickly and harshly.<br>

Therefore, I would be grateful if you could email me directly: Helen@adorama.com with additional details of the incidents you described above, so that I can take immediate action.<br>

Many thanks<br>

Helen Oster<br>

Adorama Camera Customer Service Ambassador</p>

[postobox]

Helen.

You should come down to the trade floor. Your sales persons don't know what's going on in the basement. They only get what is thrown out of there and give it to customers. And it is usual to order something brand new and get something well used by "some" confusion. And of course because sales person entered "new" into their computers the bill is printed with "new" price. So I have only bad experience with your store, sorry. And you must be lucky enough to stay in front of skilled sales person so he can figure out himself that he sells something different and change to the appropriate item before. But sometime they count on the guys downstairs which is not wise. Sure I will not even try to order anything online. About opened boxes. Everybody knows that this is allowed at Adorama and never happens at B&H! And of course B&H has different price levels for brand new items, opened boxes and used items. At your store we can buy "opened box" like new one. And this is true. But this is absolutely impossible at B&H technically!

[ShunCheung]

<p>Helen, as you pointed out yourself, Adorama's Reseller Ratings 9.56 out of 10 (down from 9.57): <a href="http://www.resellerratings.com/search/Adorama">http://www.resellerratings.com/search/Adorama</a></p>

<p>While that is a very high score overall, there are certainly a few people who are not happy with Adorama. For comparison, if a US president has 70% approval, that is considered extremely high, even though perhaps some 30% of the people are not happy with him/her.</p>

<p>If Vitaliy has more information for Helen, please provide the exact sales person's names, details of those incidents and dates. Please communicate via private e-mail or perhaps phone call.</p>

[postobox]

Shun Cheung

I told about my own experience. I did not pretend to start a war here. I just wanted to mention what I didn't like with Adorama. I did not do that before I noticed that others have problems with this store. I was not heard in the store so I decided to do that here.

[helen_oster]

<p>Vitaliy<br>

I understand from your postings that you have a clear preference for one store over another - which I endorse heartily. After all, life would be very dull indeed if we were denied free choice! Not only that, I believe healthy competition keeps us all much more on our toes, and ultimately the consumer benefits.<br>

However, I must admit to being puzzled that you are so familiar with the Adorama in-store procedures even though 'Adorama is the last place' you would go....<br>

It's entirely possible that I don't go onto the shop floor frequently enough to have witnessed all the incidents you describe, which is why I would be so grateful if you could email me directly to Helen@adorama.com with dates and times these took place, who served you etc.</p>

<p>Thank you</p>

<p>Helen</p>

 

[ShunCheung]

<p>Vitaliy, we all understand that you are not happy with Adorama and you are entitled to your opinions, which you have already expressed in multiple posts in this thread. You certainly have the right to shop at whatever store you are happy with.</p>

<p>Helen is requesting additional details on the incidents you cited. If you have such details, please provide them to her and I am suggesting using private e-mail or other private communications. If you don't have any specifics, let's bring your complaint to a conclusion.</p>

<p>Personally, I had a minor problem with Adorama mail order nearly 20 years ago. At the time I had to order by phone since web ordering wasn't even available back then; that tells you how long ago it was. I am sure something from that long ago has little to do with people's experience today. However, I have never ordered from Adorama even once since then, although based on most people's experience here, they must be doing a fine job today.</p>

[postobox]

Helen. I don't have any preferences. I shop around your area and visit a lot more stores. I mentioned B&H just in comparing context. If I am looking for something particular I will be at your doors last in long list of Manhattan stores. I don't want you to chase on witches in your store so I will leave all names and persons unknown. I just tried to point you on some weak stages of your sales process. I also want you to improve what's going wrong so your store will be first one in my list! Best wishes!

[ShunCheung]

<p>Vitaliy, what you are doing makes absolutely no sense to me. On one hand you want Adorama to improve, but you are refusing to point out the names of those sales people who need improvement. If you don't know or don't remember those names, that is understandable. But deliberately withholding those names is not going to help Adorama improve.</p>

<p>Every time I call B&H, Nikon, or whatever company for assistance, I always get the names of the people I talk to and write them down. For example, in the case of B&H, occasionally I provide feedback to Henry Posner, usually because someone there is doing a good job.</p>

[postobox]

Shun. Let me tell you something. The problem is in management not in these guys. Adorama will improve if it change something in their organization of sales process which has nothing common with any sales person in general. If sales person let buyer open box before it's bought that decision is made upstairs, for example. And if I order something unfamiliar to sales person and he gets wrong item from basement who is in charge of that? I would like to look at those guys in the basement too. They are unknown to me as well. But I don't blame any sales persons, they work hard selling what the store provides. Sometime they must do extraordinary things to sell even $1 item.

[donnabrunet]

<p>I've got nothing but good things to say about Adorama. I ordered a macro accessory in late fall one year and didn't have the opportunity to use it until spring when the return period had long passed. They gave me a full refund anyway when I called and said I didn't like it, even though there actually wasn't anything wrong with it.<br>

When I ordered a printer recently, I got bad advice from the sales rep on the phone and when I realized it after talking to the shipper once the printer was on the truck, Adorama paid a small fee to the shipping company to change it to what I would have initially chosen without the bad advice.</p>

[henryp]

<blockquote>

<p>For example, in the case of B&H, occasionally I provide feedback to Henry Posner, usually because someone there is doing a good job.</p>

</blockquote>

<p>Indeed and it's always appreciated.</p>

<p>Henry Posner<br /><strong>B&H Photo-Video</strong></p>

[andrew_harto]

<blockquote>

<p>Also I've never seen in B&H people opening boxes in the store which is usual at Adorama.</p>

</blockquote>

<p>As a consumer and photographer, I'm not quite sure what Vitaliy's problem is with items that have previously been opened <strong>at the store</strong>. If it's only been opened at the store (not a returned or refurbished item), as in when a customer wants to feel the item in his/her hands, and that customer just somehow changed his/her mind on the spot, isn't the item still new and unused? Why should that kind of "open" item be priced or categorized differently than a new one? These are cameras and gears, not food items. My 2 confused cents.</p>

<p> </p>

[ryan_hake]

<p>Because it is an open box item then... not new, so don't claim or sell it as new. If your spending a large amount of money on an item such as some nice glass or a new body, and you get it in a box that has been taped shut or has visibly been opened before, your saying you wouldn't be annoyed that the new item you bought wasn't new? In all likely hood it's probably fine, but then again whose to say it has been bumped or dropped and just didn't scuff. If you buy an item listed as new, it should be new, not an open box item.</p>

[ShunCheung]

<blockquote>

<p>and you get it in a box that has been taped shut or has visibly been opened before, your saying you wouldn't be annoyed that the new item you bought wasn't new?</p>

</blockquote>

<p>That is precisley what I am saying.</p>

<p>I have been to B&H's store, opened a box of something and decided that wasn't what I wanted and opted for something else. I have done that at my local store as well. I don't believe for a second that if a couple of people have touched a lens, and all of a sudden there are problems with it. If someone drops it on the floor, that may be a different issue.</p>

<p>I recall once Henry Posner posted here on photo.net that years ago, some guy went into B&H and opened a dozen of boxes of brand new 50mm/f1.4 lenses (something like that, don't remember the exact details). Eventually that guy picked one and bought it. Henry checked the remaining ones and couldn't figure out what the difference was, although he didn't get to check the one that was selected.</p>

<p>Do you think B&H would suddenly be left with some 11 "open box" lenses that they needed to discount? If so, they would have lost money big time on that one lens sale and would never have let that guy open a dozen boxes.</p>

<p>Don't blame Adorama, or B&H. That is merely common practice everywhere, although you can still have a problem with it. You are entitled to that opinion.</p>

<p>P.S. My guess is that the guy could be choosing some lucky serial number among the dozen lenses.</p>

[andrew_harto]

<p>But Ryan, isn't that just being an unreasonable customer? If the item that you are interested in has no floor model to test with (most bodies have floor models, but many other items don't), wouldn't it be reasonable to ask the salesperson to show you one from an unopened box? I mean, I would be very annoyed if the salesperson said "No, we can't open this item unless you buy it." Why should the retailer take a hit from providing good customer service by willingly opening a new box for you to see? It's just the packaging that's been open. You don't shoot pictures with the packaging.</p>

<p>At the car dealer, do you tell the dealership that this car is not new because it has 7 miles on it from being test-driven by other potential customers? Most reasonable people don't. Why shouldn't it be the same with cameras, lenses and gears? I don't follow your logic, which seems to be based on some unfounded emotion instead. </p>

[postobox]

<p>B&H has everything on display. When you ready to buy the order is made. And your item appears in front of you to be scanned by sales person. I never tried to open it, so I cannot tell you if it's allowed. But I am not sure that you can open dozen of boxes before you buy one. I also don't know what exactly going on with returned items, but I know that B&H has several price levels for opened boxes, display items and used ones. And also I want to mention that I've never seen somebody opening box after box at B&H. I don't know also what B&H store you visit, maybe we are talking about different ones.</p>

[helen_oster]

<p>Wow; this started as one customer with a question about Adorama (and following an exchange of emails between me and the customer I believe he understands that it will be resolved to his satisfaction) and it has developed into quite something else.</p>

<p>Yes, we allow customers to take a look at a unit before they buy it in store; it would be unreasonable in the extreme to refuse to do so. Boxes do not need to be taped shut, because only refurbs come in sealed boxes. If we had to sell every item that was looked at in the store by a customer making up his mind as 'open box', the premium we'd have to add to each unit would put them all far out of the reach of most people.<br /> We also allow customers to return items they ordered online for up to 30 days. If the items have been opened they are either sold as 'open box' or returned to the manufacturer for refurbishing - and we take a loss on each and every one.</p>

<p>I can't pretend that I'm not disappointed by some of the comments that hijacked this thread, and commend Scott Bourne's blog of June 15, here:<br /> http://goingpro2010.com/2011/06/15/theres-no-room-for-hate-in-professional-photography/#comments<br>

<br /> I guess the solution is to only patronize the stores whose policies and procedures are concurrent with one's own then there would be no opportunity to become distressed by them - or alternatively to email me directly with adequate information about the issues, as Steve did, so I can work on the perceived problem(s)<br>

<br /> <strong>Helen Oster</strong><strong><br /> <strong>Adorama Camera Customer Service Ambassador</strong></strong><br /> <a href="mailto:Helen@adorama.com">Helen@adorama.com</a></p>

<p> </p>

[postobox]

<p>That's exactly what I don't like. Not about Adorama but in general sense. Also I can imagine this kind of situation at let's say Mercedes dealership. When everyone can try different cars before taking one. Or maybe looking for lucky VIN, or trying to match with the tint of wife's bag. But don't tell me that cameras are from other story!</p>

[ShunCheung]

<blockquote>

<p>And also I want to mention that I've never seen somebody opening box after box at B&H. I don't know also what B&H store you visit, maybe we are talking about different ones.</p>

</blockquote>

<p>I have not only seen people doing that; I have done that myself. And we all know that there is only one B&H store at a time. B&H moved once in the late 1990's and I did that at their current store in Decmeber, 1997, when that store was brand new. I remember that day very well because I also bought an F5 from them that same day. Obviosly that was during the film era. I asked for an 8x Schneider loupe; there was no display model so they gave me a new one. I opened the box and realized that was not enough magnification for me so that I asked for a 10x loupe. I bought two items from B&H that day, an F5 and a 10x Schneider loupe.</p>

<p>I have also opened boxes of Nikon lenses at my local store Keeble and Shuchat here in California (one of the largest camera stores on the West Coast, but certainly not the same size as Adorama or B&H). When I found a bit of dust inside the elements, I requested a different one. But I have never gone to the extremes of opening 12 boxes.</p>

<p>Again, that is merely common practice among camera stores. It looks like some of the blames on Adorama are mainly due to some people's own misunderstanding.</p>

[ryan_hake]

<p>Eh I was talking more along the lines of ordering online. Anything I do not buy used locally i buy new online, almost always at Adorama too. But if I buy something online that's listed as new, I do not see how in anyway it is unreasonable to expect it to be new and unopened, just as it was from the manufacturer.</p>

[postobox]

You probably don't understand me. If we had only Adorama kind of stores I would be happy opening boxes by myself finding whatever, dust or lucky serial number. But if we have stores where these categories of merchandize are priced differently then I prefer to buy new item in never opened box. And I have choice of paying less after you opened another box. That's it. You choose better store for your needs. I go to the store which gives me several different pricing levels. Nothing else. I just told about my preferences. Or maybe I would like to pay less for display item than for new one. And I like the store which gives me that instead of the store where item becomes opened box after it was returned and displayed for year in the store.