« on: Today at 03:08:13 PM »
Personally I've had a pretty high frequency of minor issues with orders from them. For example, neither of my last two orders from them went smoothly.
A while back, I needed filter wrenches that worked with 82mm filters for an upcoming outing where I knew I'd want to stack a CPL on an ND. Adorama carries them, whereas other stores only carry up to 77mm. The item was listed as in stock, I ordered three sets (for multiple bags, and because it's not worth paying for shipping just one $5 item). My confirmation email showed them as backordered. So, I called to inquire, and was told they only had two of them (I would have thought that should show up when I added three to my cart, but oh well). So, I changed the order to two, and was told they'd ship that day. By the next morning, I hadn't received a shipping notification, so I called again. Turned out they'd been sent from the warehouse to the retail store in Manhattan, instead of to me. They were able to locate them on the shelves, pack and send them. Fortunately, I had placed the order on a Wed, so the one-day delay meant I got them on Fri, in time for the outing (UPS Ground is overnight from NJ/NY to me).
Subsequently, I ordered a $65 item from them, which they had in stock but was a 7-14 day lead from B&H. A while after getting the order confirmation email, I got a second email stating, "Uh oh! The credit card used to pay for order #xxxxxx has been declined...It's probably just a misunderstanding, but your Visa credit card ending xxxx has been declined for $64.95. Often, this happens if the expiration date has passed or if you've reached the bank's credit limit." The latter suggestion made me chuckle - the available credit on that card is high enough that I could have charged the last SUV we purchased car on it. The former also wasn't true - I had actually updated the expiration date during the checkout process. I called them, and it turned out that was the problem - the new card had a new date, but also a new CVV security code, and I was not given an opportunity to update that on the website. Apparently it was a known issue, probably fixed some time back. The CSR updated the info, re-processed the purchase, and the item shipped.
Like I said, minor issues - nothing that prevented me from getting what I ordered by the time I needed it. But still, I had to call multiple times, wait on hold, etc. I've placed far more orders with B&H, online, by phone, and with their convenient iPhone app, and never had a goof on their part require extra time of mine to sort it out. They've gone above and beyond, rerouting a UPS shipment from work to home when a severe storm delayed the delivery, shipping out the same item a second time when UPS tracking showed the first shipment went to south to Philly instead of north to Boston, etc.
Adorama's CSRs have been consistently friendly and helpful in getting the issues resolved, and Helen's participation here and elsewhere is certainly appreciated. While I will definitely continue to purchase from Adorama, the frequency of these minor frustrations that require extra time to address is rather disappointing.