Should I be annoyed with Adorama... or is it my own dumb fault?

[jdramirez]

So November 28th Adorama had a deal where you get the following:
Canon T3i and 18-55mm, a 75-300mm a 50mm f/1.8 II, a Slinger Photo Video Bag, a SanDisk 16GB Class 10, a USB 2.0 Secure Digital (SD / SDHC) Reader and a Digital Card Case and a Manfrotto Monopod all for the bargain basement price of $659.

It is a meh deal... not awful... not great. BUT... advertised on the page were the attached images. Notice that the 50mm would be a CRAZY good deal if they sent the 50mm f/1.2L? I thought... hey... maybe if they make one screw up, then they might make two. No... I got the 50mm f/1.8.

So I sent them Adorama an email on on December 4 and then again on the December 5 which read:

Ya'll sent me a different lens than was pictured. Mind providing me an explanation?

I didn't get a response... and I think that's what I'm annoyed about. They could at least do me the courtesy of saying they screwed up and it wouldn't be practical for them to give me a 50mm L, but hey... maybe they try and make it up to me by not ignoring me.

So... is it my own stupid fault or did Adorama maybe defraud their customers... just a little bit and I do have the right to be annoyed?

 

[Mt Spokane Photography]

I doubt that you would have much luck, a Typo is a typo, and someone who posted the wrong photo is just another form of Typo.
Helen Oster at Adorama will answer your question, but don't expect a $1000 gift.

 

[jdramirez]

I doubt that you would have much luck, a Typo is a typo, and someone who posted the wrong photo is just another form of Typo.
Helen Oster at Adorama will answer your question, but don't expect a $1000 gift.

So one vote for own dumb fault... actually make that two.

 

[Richard8971]

I know this is not exactly the same thing, but I have had several dealings with Adorama and I have been very pleased with their service.

I bought a battery grip for my 40D (used) and it said it would be shipped with the 'AA' battery magazine. Well when it showed up, the magazine was not included. Now, I would never use the magazine, BUT I did buy it, so I emailed them and explained what happened.

After a couple of days I got an email from Adorama saying that they would investigate the matter. After a bit, they sent me an email saying that I would get the magazine in the mail along with an apology.

I would give them the benefit of the doubt. I believe that they are people of honor and will do their best to make it right...

D

 

[Ruined]

I would say in this case, the text stated it was a 1.8, so that is what you should have expected.

If both the pic AND the text said 1.2, then you'd have a case.

But I think the best you could expect is an apology and/or refund with you sending the gear back.

Not to add insult to injury, but I think that is not the best deal, either.

 

[Helen Oster]

....... advertised on the page were the attached images. ........ I got the 50mm f/1.8.

So I sent them Adorama an email on on December 4 and then again on the December 5 which read:

Ya'll sent me a different lens than was pictured. Mind providing me an explanation?

I didn't get a response... and I think that's what I'm annoyed about. They could at least do me the courtesy of saying they screwed up and it wouldn't be practical for them to give me a 50mm L, but hey... maybe they try and make it up to me by not ignoring me.

So... is it my own stupid fault or did Adorama maybe defraud their customers... just a little bit and I do have the right to be annoyed?

Please accept my apologies - if you email me directly: [email protected], with your order number, then I will be delighted to check the situation for you.

Regarding the failure of the main Cs Team to respond to your enquiry, please understand that you sent your email during the 5 busiest days of the retail year (and the week ahead is the 2nd busiest). If last year is anything to go by, then email responses will easily be 4 days late.

I am on top of my emails only because I work from home and last week, was working up to 14 hours every day......

I look forward to hearing from you, and to resolving this as quickly as possible.

 

[Mt Spokane Photography]

....... advertised on the page were the attached images. ........ I got the 50mm f/1.8.

So I sent them Adorama an email on on December 4 and then again on the December 5 which read:

Ya'll sent me a different lens than was pictured. Mind providing me an explanation?

I didn't get a response... and I think that's what I'm annoyed about. They could at least do me the courtesy of saying they screwed up and it wouldn't be practical for them to give me a 50mm L, but hey... maybe they try and make it up to me by not ignoring me.

So... is it my own stupid fault or did Adorama maybe defraud their customers... just a little bit and I do have the right to be annoyed?

Please accept my apologies - if you email me directly: [email protected], with your order number, then I will be delighted to check the situation for you.

Regarding the failure of the main Cs Team to respond to your enquiry, please understand that you sent your email during the 5 busiest days of the retail year (and the week ahead is the 2nd busiest). If last year is anything to go by, then email responses will easily be 4 days late.

I am on top of my emails only because I work from home and last week, was working up to 14 hours every day......

I look forward to hearing from you, and to resolving this as quickly as possible.

Have a happy holiday season, Helen, I know its a time of stress. I'm hoping that business is good, because a healthy industry is good for all of us in the long run, while selling items for little or no profit is a short sighted benefit to buyers that can bite them as dealers fail.

 

[Gino]

Last year around this time, Crutchfield had the Canon 6D listed for $899 on their website, with the 6D full specs, photo, and description posted. At that low of a price, I made the purchase right away. The next day Crutchfield sent me an email notifying me that there was an error on their website and they would cancel my order...they referred me to the fine print on their website, which clearly states they are not responsible for honoring errors on their website.

Of course I understood the price was a mistake, and I didn't make a big deal about the situation. As the saying goes, If it sounds too good to be true (or looks too good to be true in the case of the internet) then it probably is!

 

[Skulker]

So you ordered it thinking that they had made a mistake, and might follow it up with another. That you were quite happy to profit from.

When they did send you the lens you were expecting to get and you got what you were expecting, if not what you were hoping for, you sent them a less than straight forward e-mail asking for an explanation. When you were pretty sure you knew exactly what had happened, and it was what you were expecting anyway.

Then to top it all they didn't promptly reply to your smart e-mail!

So to reply to your thread subject line.

"Should I be annoyed with Adorama" Well I would say only if you really think they have fallen from a high standard you might reasonable expect.

"or is it my own dumb fault?" Well I would say only if you think its unreasonable to try to take advantage of what you think is a mistake. But hey you are proving a point. I'll let you figure out what point it is you are proving, as I see it. ;D

 

[Dylan777]

Is it your own "dumb fault" ;D

Happy holidays

 

[Admin US West]

Reminder - We still ban users for abusive posts and language. There is a lot of stress during the holiday season, but please act like adults.

Thanks and have a happy holiday.

 

[jdramirez]

Reminder - We still ban users for abusive posts and language. There is a lot of stress during the holiday season, but please act like adults.

Thanks and have a happy holiday.

If you can accept criticism over one's own mistakes... and while there may be a tinge of venom... it isn't entirely misplaced... slings and arrows... outrageous fortune...

 

[jdramirez]

Have a happy holiday season, Helen, I know its a time of stress. I'm hoping that business is good, because a healthy industry is good for all of us in the long run, while selling items for little or no profit is a short sighted benefit to buyers that can bite them as dealers fail.

About 5 years ago I picked up a Canon XS and a 75-300 at a "little to no profit" price point... and as you can see by my signature... I didn't just stop at the Canon XS. Call it a loss leader, call it market share, call it what you will, but it does not mean that discounting is a questionable business practice.

 

[jdramirez]

Last year around this time, Crutchfield had the Canon 6D listed for $899 on their website, with the 6D full specs, photo, and description posted. At that low of a price, I made the purchase right away. The next day Crutchfield sent me an email notifying me that there was an error on their website and they would cancel my order...they referred me to the fine print on their website, which clearly states they are not responsible for honoring errors on their website.

Of course I understood the price was a mistake, and I didn't make a big deal about the situation. As the saying goes, If it sounds too good to be true (or looks too good to be true in the case of the internet) then it probably is!

I should have simply walked away from the table. I like the line... if you are at the poker table and you are looking around and don't see the mark... it's you.

 

[JonAustin]

I know this is not exactly the same thing, but I have had several dealings with Adorama and I have been very pleased with their service.

I bought a battery grip for my 40D (used) and it said it would be shipped with the 'AA' battery magazine. Well when it showed up, the magazine was not included. Now, I would never use the magazine, BUT I did buy it, so I emailed them and explained what happened.

After a couple of days I got an email from Adorama saying that they would investigate the matter. After a bit, they sent me an email saying that I would get the magazine in the mail along with an apology.

I would give them the benefit of the doubt. I believe that they are people of honor and will do their best to make it right...

D

I had a nearly identical experience with Adorama, almost a year ago (12/10/2012). I purchased a used BG-E4 grip for my Canon 5D, and it also arrived without the AA magazine. I didn't plan on using the magazine, either, but I thought it might be helpful to have it, in case I sold the grip later.

I contacted Adorama, and they sent me a new AA magazine; the "good" version with the gold contacts, not the earlier version with silver contacts that had received some bad press from users.

While I was waiting for Adorama to resolve this issue, it occurred to me that I might have to send the grip back for a refund, so I went looking for another used BG-E4. I found one on eBay from a private seller, who was not only including the AA magazine, but also 3 BP-11 batteries, all at a lower price than I had paid to Adorama. So I bought that, and when I received the AA magazine from Adorama, I put that grip up for sale, and sold it for more than I paid Adorama for it.

Anyway, back to the original thread topic, my experience with Adorama of late is that they make good on their mistakes, and the OP should not expect them to deliver a much more expensive lens, when the model was clearly stated in the ad, just because of a blunder in the accompanying photo.

 

[jdramirez]

So you ordered it thinking that they had made a mistake, and might follow it up with another. That you were quite happy to profit from.

When they did send you the lens you were expecting to get and you got what you were expecting, if not what you were hoping for, you sent them a less than straight forward e-mail asking for an explanation. When you were pretty sure you knew exactly what had happened, and it was what you were expecting anyway.

Then to top it all they didn't promptly reply to your smart e-mail!

So to reply to your thread subject line.

"Should I be annoyed with Adorama" Well I would say only if you really think they have fallen from a high standard you might reasonable expect.

"or is it my own dumb fault?" Well I would say only if you think its unreasonable to try to take advantage of what you think is a mistake. But hey you are proving a point. I'll let you figure out what point it is you are proving, as I see it. ;D

Price and listing mistakes happen... Walmart recently had pricing issues and had to cancel thousands of orders. They made recompense by cancelling the orders and providing customers with a $10 credit to use online or in store.

In September United had a glitch and were selling airfares for a fraction of their cost. They elected to honor the sale of the tickets.
http://www.nbcnews.com/travel/united-airlines-accidentally-offers-airfares-nothing-8C11139753

I am not going to apologize for seeing an opportunity which would by to my benefit and making a purchase with the understanding that it may or may not come to fruition.

Around 5.5 years ago (before I got the Canon XS) there was a price mistake by Sears on some crappy entry level Nikon telephoto lens. Rather than selling it for $160, they sold it for $16. I managed to get two and then I sold them which allowed me to get the later that year. Are you seriously suggesting that it is a moral obligation for someone who see's what is likely a pricing mistake for them to notify the company of the same?

I don't consider my relationship with retailers as adversarial... but rather mutualistic (http://en.wikipedia.org/wiki/Mutualism_(biology). There will be times where I will wind up paying more than wholesale for certain items (SD Cards, flash diffusers, bags, etc.) and there are times where I would expect to pay less than wholesale (used/open box items, discontinued gear, or gear that is overstocked with inventory).

I understand and accept that this wasn't fraud on the part of Adorama (which is a fine company and I have dealt with for a few years and I haven't had any issue with until this matter), but having a photo multiple times on a listing may be a mistake... but it is a knowing mistake which was made in repetition.

Once would be an accident, twice would be a confirmation of the negligence, and a 3rd time would be fraud. And there wasn't a 3rd time, so I'm not accusing Adorama of that.

I suppose my annoyance is that someone would actually confuse the 50mm f/1.2L with a 50mm f/1.8 mkii. That... and it wasn't really that good of a deal... so I have gear at a price that I don't really want. So I have to figure that out.

Let me know if I neglected to address a point... and I'll be happy to respond.

 

[RunAndGun]

So you ordered it thinking that they had made a mistake, and might follow it up with another. That you were quite happy to profit from.

When they did send you the lens you were expecting to get and you got what you were expecting, if not what you were hoping for, you sent them a less than straight forward e-mail asking for an explanation. When you were pretty sure you knew exactly what had happened, and it was what you were expecting anyway.

Then to top it all they didn't promptly reply to your smart e-mail!

So to reply to your thread subject line.

"Should I be annoyed with Adorama" Well I would say only if you really think they have fallen from a high standard you might reasonable expect.

"or is it my own dumb fault?" Well I would say only if you think its unreasonable to try to take advantage of what you think is a mistake. But hey you are proving a point. I'll let you figure out what point it is you are proving, as I see it. ;D

Price and listing mistakes happen... Walmart recently had pricing issues and had to cancel thousands of orders. They made recompense by cancelling the orders and providing customers with a $10 credit to use online or in store.

In September United had a glitch and were selling airfares for a fraction of their cost. They elected to honor the sale of the tickets.
http://www.nbcnews.com/travel/united-airlines-accidentally-offers-airfares-nothing-8C11139753

I am not going to apologize for seeing an opportunity which would by to my benefit and making a purchase with the understanding that it may or may not come to fruition.

Around 5.5 years ago (before I got the Canon XS) there was a price mistake by Sears on some crappy entry level Nikon telephoto lens. Rather than selling it for $160, they sold it for $16. I managed to get two and then I sold them which allowed me to get the later that year. Are you seriously suggesting that it is a moral obligation for someone who see's what is likely a pricing mistake for them to notify the company of the same?

I don't consider my relationship with retailers as adversarial... but rather mutualistic (http://en.wikipedia.org/wiki/Mutualism_(biology). There will be times where I will wind up paying more than wholesale for certain items (SD Cards, flash diffusers, bags, etc.) and there are times where I would expect to pay less than wholesale (used/open box items, discontinued gear, or gear that is overstocked with inventory).

I understand and accept that this wasn't fraud on the part of Adorama (which is a fine company and I have dealt with for a few years and I haven't had any issue with until this matter), but having a photo multiple times on a listing may be a mistake... but it is a knowing mistake which was made in repetition.

Once would be an accident, twice would be a confirmation of the negligence, and a 3rd time would be fraud. And there wasn't a 3rd time, so I'm not accusing Adorama of that.

I suppose my annoyance is that someone would actually confuse the 50mm f/1.2L with a 50mm f/1.8 mkii. That... and it wasn't really that good of a deal... so I have gear at a price that I don't really want. So I have to figure that out.

Let me know if I neglected to address a point... and I'll be happy to respond.

Not to pile on more… But… It clearly stated in print which lens was part of the package and you already admitted you knew it was probably incorrect(the picture of the lens) and were just hoping to capitalize on someones mistake. So now you have equipment that you really didn't want to begin with and the purchase price of said equipment wasn't a good deal anyway. You gambled and lost. That happens thousands (or millions) of times a day in Las Vegas and the house doesn't apologize or give the person their money back.

Incorrect pictures are posted/used all the time. It happens. As a matter of fact I just experienced it tonight looking for a pair of shoes on-line. Amazon has the wrong shoes pictured with the listing(similar style, but basically a model down). Reviews accompanying the shoes noted this, but says that you receive the correct shoes that are listed IN PRINT. In this case they have the less expensive shoes pictured as the more expensive model, but the listing for the less expensive shoes has the more expensive shoes pictured.

 

[scottkinfw]

Gladly, I'm not a lawyer, but I would think that the written word would trump the pic, so you got what you paid for. Nice try however. On the other hand, customer service is key, and a letter back with an apology would not have taken any effort. I wouldn't say your "own dumb fault". Do you like the gear?

Happy Holidays.

Scott

 

[R1-7D]

From a moral stand-point my own feeling is you acted poorly.

 

[Helen Oster]

I'm in communication with the OP and am in the process of assisting him.

The picture was changed as soon as we became of the error, but maybe it's worth clarifying how an error like this can occur so easilly....

The Adorama website isn't like eBay, ie, we don't take photographs of the gear and then upload them. Manufacturers require consistency in the way their products are displayed by retailers. Therefore they send us the text we have to use, and the pictures come in as a series of codes.
The data entry clerks are not photographers and may not not know one end of a tripod from another... they are there purely to upload the info.
With over 180,000 different product lines on our website, an inadvertent juxtoposition of one number or letter for another, and quite a different beast is on the product page!

That is why we display the following on our website (and acceptance of these terms and conditions are presumed to be understood by the customer before he or she places an order)

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

Purchaser, by placing an order, makes an offer to purchase pursuant to these terms and conditions, which offer, if accepted by Adorama Camera, is accepted within the State of New York, and purchaser consents to the jurisdiction of the courts of the courts of the State of New York for the limited purpose of dispute arising between the parties resulting from this transaction and agrees that the laws of the State of New York shall apply.

By opening or using a product purchased from Adorama, the purchaser agrees to be bound by the term and conditions of sale as set forth below. If you do not agree to the terms and conditions of sale, please ship the product back to Adorama unopened within 5 days of receipt for a full refund (less shipping and handling charges).

Adorama Camera makes no warranty, either expressed or implied, of merchantability or fitness for any particular purpose, and none shall be implied by law.

Final determination of suitability of any item sold for the use contemplated by purchaser is the sole responsibility of the purchaser, and Seller shall have no responsibility in connection with such determination.

Adorama Camera will not be responsible for any consequential or incidental damages resulting from the sale, non-delivery, use or improper function of any equipment purchased from us. The responsibility, if any is imposed, of Adorama in regard to any item purchased shall be limited to the monetary value of the merchandise purchased.

Adorama.com is intended to be a guide only. Some item illustrations are for display purposes only, may not be exact, and are not necessarily included in the purchase price. Adorama is not responsible for typographical or pictorial errors, and specifications may change without notice.

All items offered for sale are subject to availability. Many items on our Web site or catalog site come from various sources. Adorama is, therefore, bound to fluctuating currency exchange rates, making it necessary to occasionally increase prices. In addition, some domestic and overseas products may be discontinued without our prior knowledge. Should this apply to your order, we will, at our discretion, either contact you for instructions before shipping or cancel your order and notify you of such cancellation.

We make every effort to provide you with an error-free Web site. However, in the event there is a misprint, we reserve the right to correct copy or pricing to reflect the actual current status.

At any other time of the year I hope that the CS Department would have responded more quickly to the OP's email. However, this IS the crazy time for retailers. Taking on additional staff isn't an easy option, either, because our callers often slam us if the poor 'seasonal' girl on the end of the 'phone isn't completely familiar with any particular product or its function!