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Messages - Helen Oster

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61
Canon General / Re: EF 200-400 f/4L IS 1.4x in Stock at Adorama
« on: June 13, 2013, 01:13:38 AM »

I would like to say that as an Adorama customer over the years this posting did rub me wrong as I had preordered the lens and was waiting like the rest only to see this posted about Adorama having the lens available. Figured great they must have filled my order but have not sent me my tracking info yet. On Monday - nothing - so I emailed CS and was told that I was still waiting to have my order filled.
 So how does that happen then? I don't bash companies online and I was not given a decent answer from the CS rep so I did what I could do and cancelled the order and placed it elsewhere. I felt misled by the posting here and on other forums that said Adorama had it for sale when I was still waiting. :'(

In-stock/out-of stock is subject to a number of variables: 

•   it can be sitting on a trailer in the yard waiting to be unloaded and shelved.
•   it can be in-stock but not yet available for shipping since it has not yet cleared receiving (there is a pre-stocking process that happens before goods hit the shelves).   
•   it can be en route from the manufacturer – and literally expected within the next day or two, or even the same day
•   it can be out-of-stock but on order from the manufacturer - and expected within 7-10 days

Unless the CS rep you speak to has checked these variables for you, (which would involve contacting the purchasing department and getting back to you), they would only be able to tell you what is actually on the shelf in the DC)

62

I closed it, because CR is not a proper place to solve your issue. 

You did not seem to figure that out, even though other members told you to go thru the banking system.

Its unfortunate that you had a problem, and it would have likely happened anywhere. 



When a wire transfer of over $10,000 is involved, a retailer is not only entitled to reject funds when the source of those funds might be in doubt, but as a reputable business, would be foolish not so to do.

Equally, banks have systems in place to protect themselves against unwittingly being implicated in the transfer of funds, until the source can be verified, as per FinCEN.










63
Canon General / Re: EF 200-400 f/4L IS 1.4x in Stock at Adorama
« on: June 11, 2013, 07:09:13 AM »

Helen,

Sorry I was not clear.  Could I have given you my CPS number and have Canon send you an extra lens so I could have gotten my lens sooner (or not spent so longer looking for it)?

Thanks

I will check with the purchasing manager - but we should probably take this off line as it's a personal convo. and could be viewed as under-the-wire promotion for Adorama! Can you email me? Helen@adorama.com

64
Canon General / Re: EF 200-400 f/4L IS 1.4x in Stock at Adorama
« on: June 10, 2013, 01:14:16 AM »


Hi Helen

Do you know if Canon will ship extra lenses for CPS members who want to buy at your store?  Nice if we could get additional items for your store.  Of course there is the risk of abuse here, but I think most people would be honest.

Which extra lenses?

65
Reviews / Re: Horrible experience with Adorama camera
« on: June 09, 2013, 11:32:52 AM »

I've been reading this whole thing with interest, still waiting for "Wonder Woman" Helen to pull the Ops cherries out of the Fire, hopefully it'll happen after the Adorama People have had a relaxing weekend, hate to think of the Ops weekend, 27k in the Wind.



According to the OP's bank, the money will appear back in his account tomorrow. A check for $25 is on the way to him, from Adorama,  to cover his wire costs.

66
Reviews / Re: Horrible experience with Adorama camera
« on: June 09, 2013, 11:30:49 AM »


Helen...I think you should put a face with your name.....I bet you have a camera laying around sometwhere ;)

http://farm4.staticflickr.com/3089/2545109618_5821b638f8_m.jpg

67
Canon General / Re: EF 200-400 f/4L IS 1.4x in Stock at Adorama
« on: June 08, 2013, 04:06:27 PM »
Hi Helen!
I have lots of respect and admiration for you. You once helped me by letting me pay for gear in advance. :)
However this post says: "Lens is in Stock at Adorama". For me, and the rest of us it means that we can log on to your site and order it. I would even say it's ok if it said "Will ship within few days."
That is not the case is it?
So I was wondering why the post was up. Nothing against CC or Adorama. I admire them both!

My understanding is that if you call your order in:

Toll Free: 800-223-2500
Local: 212-741-0052

'Phone Order Hours:
Sun: 9:30-5:00, Mon-Thur: 9:00-7:30, Fri: 9:00-5:00


you should be able to get a more clear idea of when an order placed tomorrow (Sunday) should ship. But it could be within the next few days.

68
Reviews / Re: Horrible experience with Adorama camera
« on: June 08, 2013, 02:10:57 PM »
You have to feel for the Op, 27k in the Hole, no ones taking responsibility.

I've been reading this whole thing with interest, still waiting for "Wonder Woman" Helen to pull the Ops cherries out of the Fire, hopefully it'll happen after the Adorama People have had a relaxing weekend, hate to think of the Ops weekend, 27k in the Wind.

You can imagine the reaction after this experience if anyone mentions "Adorama" to the Op, better be wearing a Flak Jacket.

The Op mentioned wether or not his 27k was important to Adorama, clearly the answer is No, this whole experience has certainly hardened my attitude to ever buying from Adorama.

Adorama does not have the OP's money. We do not charge until an order ships. The order did not ship and therefore we did not take the money.

 The hold has been placed on the OP's account by the OP's bank and he needs to contact the bank to get the hold released.

69
Reviews / Re: Horrible experience with Adorama camera
« on: June 06, 2013, 01:40:43 PM »


Although I do appreciate the follow up by Helen to try salvage any type of relationship with previous and future customers, I for one will never use them again because its not the first time my experience was not an isolated incident. Maybe they are trying to solve this situation, but fool me once shame on you! Fool me twice, shame on me!



Whether or not you choose to shop at Adorama again, the fact that we may owe you money is important to me - and I'd like to put this right.

70
Reviews / Re: Horrible experience with Adorama camera
« on: June 06, 2013, 08:47:39 AM »



Helen...I've read some of your replies and I must say I'm impressed, it begs the question "who is this Wonder Woman?"  ;D 

Adorama is lucky to have you.

Thank you!

I can tell you exactly who I am........

30 years ago, when you had a problem with a company eg with a product, policy or member of the CS staff team, you would sit yourself down and write a letter of complaint.

You could expect a nice written response within 28 days. If you weren't happy with the response, you'd probably find within that letter the details of a senior manager or another department you could write to to set out your grievance; you'd fire off another letter, and hopefully, receive a satisfactory answer - maybe compensation of some kind - 28 days later.

A decent company with a well-structured management team would employ someone able to take on board your  complaint; assess where the problem lay, ensure you were compensated and completely satisfied. He or she would then make recommendations for organizational (or personnel) change, training, or whatever might be needed to ensure that didn't happen again. And that is who I am! Except that I try and turn around complaints within 24 hours....... though it can take longer of I need to listen to recordings of 'phone calls, read through lots of notes etc.

Making changes and improvements is going to be harder if problems don't get reported any further than the person who caused them, or on photography forums.

71
Reviews / Re: Horrible experience with Adorama camera
« on: June 06, 2013, 07:20:40 AM »
I also had terrible time with Adorama....... I was refused credit for delay in shipping.



I can't identify your order from your feedback, or how long ago this took place, but from the description of your experience we did not handle the situation as we should have done.
If you can contact me with the order number I can certainly see if I can get the shipping costs refunded right away: Helen@adorama.com

72
Reviews / Re: Horrible experience with Adorama camera
« on: June 05, 2013, 09:39:25 AM »
......Adorama ......choose not to collect the sales tax on orders in states where they are not legally required to collect the tax. They could do so voluntarily, but they don't...... why aren't customers in all the others states they serve worthy of the same service?

No idea; but of course, we need to employ someone to take care of this so to do something additional that we are not legally obliged to do would increase our costs - which I assume would almost inevitably be passed on to the consumer.

Hopefully, in a few months Congress will take action to assure that all online retailers with more than $1 million in annual sales must collect sales taxes on behalf of their customers.

Judging by Helen's remarks, I must assume that Adorama is in favor of the proposed federal law. I would be interested in knowing if that is the case.

I was simply stating the law as it stands!

73
Reviews / Re: Horrible experience with Adorama camera
« on: June 05, 2013, 09:27:09 AM »
About 10 years ago, when I was first getting into SLR photography, I was planning a last-minute road trip, and wanted to pick up a couple of lenses for the trip ......
Since that experience, I have continued to do business with Adorama, but only if I can't find what I want elsewhere, and only if I'm not in a hurry to get what I ordered.

As I noted above, Adorama has a completely new Management structure - since 2007, actually.

We now do not charge a credit card until an order actually ships, and as per our website:

http://www.adorama.com/help/shippingAndDelivery


Adorama Camera makes every effort to get your order to you as soon as possible. Orders for in-stock items placed on business days before 8:00 PM ET (Eastern Time) are generally shipped the same day (subject to verification, click here for details). Please note weekend orders, placed on Fridays after 1:00 PM ET will be processed on the following Monday. If there is a problem with your order, you will receive an e-mail within one business day to advise you about the situation.

Used items:
We guarantee next day delivery for orders received, processed and verified by 1:00 P.M. ET (Eastern Time) Monday - Thursday, and before 8:30 A.M. ET (Eastern Time) on Friday. Orders received after these times or those which require verification (see below) will be processed the next business day.

Delivery of TVs and other oversized items:
Oversize items like large televisions, which ship by truck, might ship a day later.

74
Reviews / Re: Horrible experience with Adorama camera
« on: June 05, 2013, 03:48:50 AM »
Never had a trouble with Adorama... even once they give me a $200 dlls gift card for price protection (Bough a $1999 85L and 3 weeks later it was at $1799).

If you are reading this Helen Oster...  :)

you Rock!

I am!! Thank you!!!

Helen  ;D ;D ;D

75
Reviews / Re: Horrible experience with Adorama camera
« on: June 05, 2013, 03:44:35 AM »
The worst shipping I've seen has come from orders with Adorama. I've paid for next day and it takes them two days just to get an order out the door.....

.......it used to be with them and B&H if i ordered stuff from them before about noon, i would have it in my hands the next day. for whatever reason adorama and B&H aren't that fast anymore, so it takes an extra day.....

Adorama ships SAME DAY on all orders for new, in-stock items, provided the order has cleared ID verification by 8:00 pm ET, Monday to Thursday (and up 'til 1:00 pm ET on a Friday).
If that has not been your experience, please email me the details so I can look into it for you: Helen@adorama.com

Helen Oster
Adorama Camera Customer Service Ambassador

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