« on: August 22, 2012, 11:22:08 PM »
I started this forum about an issue I was currently having with Adorama and I didn't want to discolor them until I knew I would get complete satisfaction. At this time, with the help from Adorama's Ms. Helen Oster, I have rec'd a full refund.
My complaint was simple, at least in my mind.
Here is what happened:
Ordered a new lens Sunday night only to realize I had also won the same used lens on Ebay, to my surprise, so I decided to cancel the new lens (Zeiss 100 F2.0 $1,875.00). I called Adorma right then they opened and started to cancel my order when I got cut off in the middle of our conversation. That started it right there. I called back immediately and got another CS rep who said it had just shipped but I would get a full refund.
It was a Paypal purchase and they deducted my account immediately.
What they didn't tell me was that the shipment would have to go all the way to CA from NJ and back to them, get inspected and then wait possilbly 8 days for a refund. I was fuming. I didn't have product and couldn't possibly get my money back until they 'had spoken'. Spoke with numerous reps and felt this was terribly wrong since I didn't even receive anything.
The shipment from NJ made two transfers to get to CA and neither one returned the shipment to the seller.
To top it off, after the CS rep said it was cancelled and I would get a full refund, I get an email 7 hours later that my shipment had just left!
OK, fine, I thought. I'll receive the shipment and then just pay to have it returned on my nickel. Seems I couldn't do that either and I still could not get my refund until their shipment goes all the way to CA and back to NJ.
Long story, Ms. Oster pulled some strings and got my refund in 5 days.
Thanks again Helen!
Second and last story. Sold my Canon 300 f2.8L to Adorama a few years ago after negotiating and agreeing to a mutual price. Lens looked like a war horse but was super sharp and fast. Problem was it took almost 6 weeks to get the check from Adorama! After numerous emails, hours on the phone to numerous reps, broken promises, you name it, I learned a valuable there.
In summary, I don't care if they have 300,00 boxes they have to account for daily, my box is just as important as any other of the 299K boxes and I've worked hard to get it.
So, would I go back to Adorama? Maybe...but only to purchase.
My apologies for not following up sooner.