January 31, 2015, 02:13:53 AM

Show Posts

This section allows you to view all posts made by this member. Note that you can only see posts made in areas you currently have access to.

Messages - Helen Oster

Pages: 1 ... 3 4 [5] 6 7 ... 9
Canon General / Re: EF 200-400 f/4L IS 1.4x in Stock at Adorama
« on: June 18, 2013, 01:29:49 AM »

 If it is indeed in stock for sale to anyone who calls or places the order why was my pre order not filled? That was all I wanted to know as other companies did not put out that they had it in stock - because they are currently filling pre / back orders only. If Adorama actually had it in stock and sold it then they did a great disservice to the customers who are on the pre order / back order list which used to include me. If it was just a marketing ploy then all it accomplished was a lot of traffic to their site and possibly the ire of any true customers who already had forked out the nearly $12,000 cost of this lens.

It is a complicated process; just because the item(s) show in stock on the web doesn't mean they are in stock on the shelf at the DC. There countless variables; possible inventory cycle count adjustments or discrepancies, damage during any one of the steps to complete your order by a picker or packer; an item could have been stocked incorrectly, mislabeled by the vendor, or a category which covers every other eventuality, known in the business as 'shrink'.

When items are scanned in to our computer system, they are shown as being 'in stock', but with high demand items, frequent delivery and dispatch times mean that items can come in one door of the warehouse, be packaged, and out of another door within a couple of hours, so real time inventory on the website is often not possible.

The 'spiders' that trawl the web on behalf of CR - and other affiliates - pick up the in-stock notification and post it on their respective websites, but they can be hours behind the true reality of the situation.

As I said above, the ONLY accurate way to obtain up-to-the-minute in-stock info is to call in to the Sales Department - NOT CS. (and even then, with around 5,000 units arriving daily, there could be a pallet full of units awaiting re-stocking, so the stock situation could change minute-on-minute).

One thing I can promise you; ALL pre-orders are filled in the exact order in which they are received.

Canon General / Re: EF 200-400 f/4L IS 1.4x in Stock at Adorama
« on: June 13, 2013, 08:45:17 AM »

Except if jaxxphotos was in the pre-order queue, and the item was listed as 'in stock' but his order was not in the process of being prepped/shipped, that's not ok (barring issues like his payment not going through, etc.).

Look at the screenshot of the original CR home page post, note the highlighted parts:  "Ad Post" and "Adorama has told us..."  'Ad post' indicates an advertisement, and while we'd all prefer it wasn't the case, the reality is that there's no truth in advertising.  I'm sure it drove a fair bit of traffic to Adorama's site, and that was probably the point. 

While I appreciate Helen's contributions, in this case, I still call this deceptive on Adorama's part.  "In stock" means, "We have the item available for shipping when anyone places an order."  In this case, that wasn't true.  I'm reminded of auto dealership ads, where they highlight a great deal, but then list a specific stock number and 'one available at this price' in the fine print.  Except there wasn't fine print in Adorama's ad post.

To be fair, they do state, "Limited Stock."  Apparently, very limited if they couldn't fulfill jaxxphoto's order.

It WAS in stock at Adorama and has been coming into and out of stock on a regular basis; maybe these comments would be better directed at requesting CR admin to remove the headline?

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)


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.

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


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)?


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

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?

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.

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 ;)


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.

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.

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.

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.

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

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!

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:


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.

Pages: 1 ... 3 4 [5] 6 7 ... 9