Don't buy from Adorama - DPChallenge Forums

Nikon AF-S DX Zoom-Nikkor 18-55mm f/3.5-5.6 ED

11/26/2008 12:55:01 PM · #76

Originally posted by OdysseyF22:

Here's a real-life experience I'm currently having with Adorama. I suggest that unless you want to risk having to deal with this, you take your business elsewhere, as I will be doing from now on.

On June 27 I ordered a used lens. My order sat untouched for longer than is usual for Adorama, with whom I've done business many times before. So I email them to see what the hold up is and get an automated email back saying they're closed. There's nothing on the site about them being closed, so I email back, tell them I'm dismayed by this, I can't wait for them to reopen, please cancel the order.

I get an email back from a customer service supervisor who says, No, we are open. I respond to her that open or not, I've made other arraingments, cancel my order. No response from her for days, so last Thursday I email them and ask them to confirm the cancellation. That afternoon I get an email saying they've shipped the order. When I call, they act clueless and say they didn't see in my email where I said to cancel the order. I read the sentences to them. They agree to put a recall in with UPS so it doesn't get delivered and to refund my money as soon as the recall is confirmed with UPS, which is agreeable.

The CS supervisor promised me a phone call on Sunday to confirm that all goes well. I don't get a call and several emails from me are ignored. I have to call them on Monday and confirm that the order is on it's way back to them. And of course, no refund in sight.

Today I still don't have the refund, three days after the recall was confirmed. I call the supervisor back and again she acts all surprised, puts me on hold, and I end up transfered to her voicemail.

I've ordered a lot of items from Adorama in the past and never had a problem. But I can't overlook this incident. They don't seem to care that they ignored my repeated requests to cancel the order. They don't care that they charged me for something I didn't want. And worst of all, they cannot remain true to their word - to date, they have never responoded or come through like they promised.

Best of all, after my previous order they sent me an email asking me to leave comments at ResellerRatings.com. You can bet that I'm going to now. I'm done with these clowns and offer this as fair warning to the rest of you!

I feel your agony.

But in all honesty, except for the miscommunication on Adorama's part, you have been promised a full refund, they agreed to revert an item that was already shipped, and its holiday season: the prime shopping time. You probably dont know yet what bad customer service is. You should try disputing surcharges with Sprint, or buying from one of those zero rated stores that sell lenses for 1/3rd the price to later hog you for overpriced accessories.

I think you are taking just one incident too much out of context. Just calm down, and look at it all in an objective manner. Like I said, it is prime shopping time, and it is natural to have havoc when co-ordinating hundreds (prob thousands) of orders between supply, inventory, billing, shipping, and customer svc departments.

That said, I think Adorama can and should work on improving the whole chain of experience for a customer when they put their trust and money in their website and name. Amazon.com can be an example. I recently got a damaged sigma lens delieverd. I got angry and called their customer support and they called me back right away at 10 PM (which is fantastic by the way since all I had to do was click a button on the screen). The lady was patient, calmed me down and related to my anger, and within minutes, she was filling in comments to ship a replacement free of cost -overnight-. That was on Monday. The lens shipped yesterday and its due today. That is just EXCELLENT customer support. I was so impressed that I packed the damaged one with much more padding than it arrived in and did not use it at all in the while to keep it as it came.

P.S. I dont work for Adorama. But I read the whole thread and do appreciate Helen coming out here and responding patiently and offering to clarify the situation.

ETA: I just read that your experience started back in June, not recently. Adorama should definitely look into their customer support in that case.

Message edited by author 2008-11-26 13:07:34.

BeeCee

Nikon D40

11/26/2008 01:05:40 PM · #77

Originally posted by delin:

Just my internet paranoia, but from these HelenOyster quotes is this some India robot?

"Have you visited the store since it almost trebled in size, back in the summer?"

"If, however, you are a contented Adorama shopper"

Sorry, bad English always makes me wonder about the origin

By the way, that should read "poor English". ;)

glad2badad

Apple iPhone 16 Pro

Lensbaby Sweet 35 Optic

11/26/2008 01:12:01 PM · #78

Originally posted by Prash:

You should try ... buying from one of those zero rated stores that sell lenses for 1/3rd the price to later hog you for overpriced accessories. ...

That's not poor customer service; that's being a foolish shopper!

Olympus 12-45mm f/4.0 Pro

11/26/2008 01:15:42 PM · #79

Originally posted by glad2badad:

Originally posted by Prash:
You should try ... buying from one of those zero rated stores that sell lenses for 1/3rd the price to later hog you for overpriced accessories. ...

That's not poor customer service; that's being a foolish shopper!

Actually....I agree. The Sprint example (hidden in the ...'s after you removed that text:-) was more applicable here. Although it is true that those stores have bad ratings also BECAUSE of bad customer support.

Message edited by author 2008-11-26 13:19:18.

delin

Canon EOS-40D

11/26/2008 02:17:29 PM · #80

Originally posted by BeeCee:

Originally posted by delin:
Just my internet paranoia, but from these HelenOyster quotes is this some India robot?

"Have you visited the store since it almost trebled in size, back in the summer?"

"If, however, you are a contented Adorama shopper"

Sorry, bad English always makes me wonder about the origin

By the way, that should read "poor English". ;)

My poor point wasn't so much perfect grammar, I just saw what I thought (in bad shape late at night) were words that were poorly translated. I was wrong, I'm so sorry. At least I got my first flame!

OdysseyF22

Panasonic DC-G9

11/26/2008 03:11:49 PM · #81

Originally posted by Prash:

Originally posted by OdysseyF22:
Here's a real-life experience I'm currently having with Adorama. I suggest that unless you want to risk having to deal with this, you take your business elsewhere, as I will be doing from now on.

On June 27 I ordered a used lens. My order sat untouched for longer than is usual for Adorama, with whom I've done business many times before. So I email them to see what the hold up is and get an automated email back saying they're closed. There's nothing on the site about them being closed, so I email back, tell them I'm dismayed by this, I can't wait for them to reopen, please cancel the order.

I get an email back from a customer service supervisor who says, No, we are open. I respond to her that open or not, I've made other arraingments, cancel my order. No response from her for days, so last Thursday I email them and ask them to confirm the cancellation. That afternoon I get an email saying they've shipped the order. When I call, they act clueless and say they didn't see in my email where I said to cancel the order. I read the sentences to them. They agree to put a recall in with UPS so it doesn't get delivered and to refund my money as soon as the recall is confirmed with UPS, which is agreeable.

The CS supervisor promised me a phone call on Sunday to confirm that all goes well. I don't get a call and several emails from me are ignored. I have to call them on Monday and confirm that the order is on it's way back to them. And of course, no refund in sight.

Today I still don't have the refund, three days after the recall was confirmed. I call the supervisor back and again she acts all surprised, puts me on hold, and I end up transfered to her voicemail.

I've ordered a lot of items from Adorama in the past and never had a problem. But I can't overlook this incident. They don't seem to care that they ignored my repeated requests to cancel the order. They don't care that they charged me for something I didn't want. And worst of all, they cannot remain true to their word - to date, they have never responoded or come through like they promised.

Best of all, after my previous order they sent me an email asking me to leave comments at ResellerRatings.com. You can bet that I'm going to now. I'm done with these clowns and offer this as fair warning to the rest of you!

I feel your agony.

But in all honesty, except for the miscommunication on Adorama's part, you have been promised a full refund, they agreed to revert an item that was already shipped, and its holiday season: the prime shopping time. You probably dont know yet what bad customer service is. You should try disputing surcharges with Sprint, or buying from one of those zero rated stores that sell lenses for 1/3rd the price to later hog you for overpriced accessories.

I think you are taking just one incident too much out of context. Just calm down, and look at it all in an objective manner. Like I said, it is prime shopping time, and it is natural to have havoc when co-ordinating hundreds (prob thousands) of orders between supply, inventory, billing, shipping, and customer svc departments.

That said, I think Adorama can and should work on improving the whole chain of experience for a customer when they put their trust and money in their website and name. Amazon.com can be an example. I recently got a damaged sigma lens delieverd. I got angry and called their customer support and they called me back right away at 10 PM (which is fantastic by the way since all I had to do was click a button on the screen). The lady was patient, calmed me down and related to my anger, and within minutes, she was filling in comments to ship a replacement free of cost -overnight-. That was on Monday. The lens shipped yesterday and its due today. That is just EXCELLENT customer support. I was so impressed that I packed the damaged one with much more padding than it arrived in and did not use it at all in the while to keep it as it came.

P.S. I dont work for Adorama. But I read the whole thread and do appreciate Helen coming out here and responding patiently and offering to clarify the situation.

ETA: I just read that your experience started back in June, not recently. Adorama should definitely look into their customer support in that case.

Yeah, this happened a long time ago, before the "holiday season" excuse was viable. And it's not "one incident too much out of context," it's an incident that took weeks longer to resolve than it should have, and included outright lying. I don't know about you, but I don't look kindly on people who take my money and then lie to me about things.

11/27/2008 03:58:48 AM · #82

Originally posted by delin:

Just my internet paranoia, but from these HelenOyster quotes is this some India robot?

"Have you visited the store since it almost trebled in size, back in the summer?"

"If, however, you are a contented Adorama shopper"

Sorry, bad English always makes me wonder about the origin

No, not Indian. Born in Bristol (England);name: Helen Oster (not Oyster - never eat shellfish....)

I hold a degree from Birmingham University, and past work experience includes 2 years as the editor of a magazine circulated by Birmingham's Department of Education.

Now, back to the job in hand.....

Sincerely

Helen Oster
Adorama Camera Customer Service Ambassador

11/27/2008 04:23:11 AM · #83

Originally posted by Prash:

[quote=OdysseyF22] P.S. I dont work for Adorama. But I read the whole thread and do appreciate Helen coming out here and responding patiently and offering to clarify the situation.

ETA: I just read that your experience started back in June, not recently. Adorama should definitely look into their customer support in that case.

The incident is currently under investigation, and I am in the process of reporting back to the OP.

Four facts are pertinent - but certainly not excuses; the first member of staff with whom the OP spoke, had been in her post for just over a week; her supervisor was mourning the death of her mother less than 2 weeks prior to this incident; the dispatch and returns center has been operating under a new set of procedures for the past 3 months and the Customer Service Manager who was in overall charge of that department at the time is no longer.......

I did not become involved at the time, because my role at Adorama is to respond to queries, complaints, problems etc that are either posted on the Internet, or sent directly to me: helen.oster@adoramacamera.com.

To my knowledge, Adorama has been referred to in/on approximately 350 different websites, blogs, consumer and photo sharing sites since I came into past in December 2007; I have responded on at least 215 of these, and make regular visits to those which I feel have particularly high traffic.

Had I been aware of the OP's complaint at the time, it would have been resolved without delay. I wasn't, I didn't - and I need to find a way to ensure that I pick up problems like this more promptly in the future.

Helen Oster
Adorama Camera Customer Service Ambassador
helen.oster@adoramacamera.com

Message edited by author 2008-11-27 04:36:52.

11/29/2008 12:46:29 PM · #84

Originally posted by rossbilly:

Same here with the print orders. I have about 30 pre-paid 11x14's, and could care less if I ever use them (forget the money, it isn't worth the hassle of getting bad prints OR fighting with customer service to get the credits refunded!)

Most recently, a customer wanted a gorgeous 16x24, along with a bunch of smaller prints. You guessed it, they screwed up (severely underexposed) the biggest print. What really hit home is that I went to a Wal-Mart & had a MUCH better print made. This particular store is a test-site for some terrific new equipment, including a large format Epson. None of their pre-made crops would fit a 16x24, so I upgraded the client to a 20x30 (on my own dime).

Pretty sad when Wal-Mart has to save your reputation with a client... but I'm happy they did! The young lady who helped me REALLY knew her stuff, unlike the ~~impolite~~ rude CS person @ AdoramaPix.

If you have a problem with your prints, please contact me with your order number: helen.oster@adoramacamera.com, and I will ensure that they are re-printed.

Helen Oster
Adorama Camera Customer Service Ambassador

Nikon AF-S NIKKOR 24-70mm f/2.8G ED

11/29/2008 12:48:27 PM · #85

Originally posted by TCGuru:

Originally posted by karmat:
[quote=alanfreed] [quote=faidoi] henryp Henry Posner - henryp@bhphotovideo.com

Consider me another Adorama customer lost. I ordered a print with some VERY specific instructions (as requested by the customer) and they just sent me (I'm guessing) what they felt like printing that day instead of what I asked for. Needless to say, they cost me money because I had to give her the photograph for less (no re-order because NO time), and I will never use them again. MPIX is my BFF. They have WONDERFUL customer service (and overnight shipping for less) so I get them faster and if something is wrong, they have time to fix it (and do) so I don't lose money.

If you ever have a problem with prints from Adorama, you are very welcome to contact me directly with your order number: helen.oster@adoramacamera.com, and I will ensure that they are re-printed.

Helen Oster
Adorama Camera Customer Service Ambassador

Dirt_Diver

Nikon D3s

11/29/2008 03:04:25 PM · #86

I just bought something from there not that long ago and I have to say that I loved the service. Sorry you had a bad experience with them.

OdysseyF22

Panasonic DC-G9

Olympus 12-45mm f/4.0 Pro

11/30/2008 02:27:32 PM · #87

To follow up to the original post:

Helen apparently looked into my horrible experience at Adorama and got back to me with a number of reasons/excuses as to why it happened, ranging from employees who have seen left to insufficient training of new staff. I was also offered a gift card if I decided to return as a customer.

However, I stand by my original statement that Adorama's treatment of this issue is abysmal. Even if Helen's report is true, it still stands that the Adorama staff is unprofessional and barely competent. I will not be doing business with them again in the future, for any reason. And I strongly urge others to consider my experience, and that of the other unhappy customers in this thread, when deciding where to place their next order.

Adorama has apparently reviewed this case (and, I assume, others) and made changes to their environment and procedures. The proof of that will lie in the satisfaction rating of future customers, and I am not willing to risk my next $1500 camera purchase on them in order to find out. I'll go with a shop that I know will meet my needs and conduct good business in a professional, and honest, manner.

ShutterPug

Canon EOS-6D

Canon EF 24-105mm f/4.0L IS

11/30/2008 03:19:29 PM · #88

I stand by my original decision to NEVER do business with Adorama again. They had my cash (over $1500) for over 6 weeks from the time they took it (including the over charge) from my bank account to the time it took them to refund it. The refund only occurred after three calls - the last one stating I was going to have my bank simply reverse the credit charge, and then have the better business bureau know what they are like. The lies I was told by the sales guy, and the cs folks about the overage really pissed me off. Then to get skipped over on the first shipment of 50Ds even though I had pre-paid in full, and then be told there was no promise I would get one out of the next shipment...well that just showed me they could care less about the customer.
I truly believe Helen is just here to try and mop up before Christmas so they won't lose sales.
Too late !!!!

Olympus 12-45mm f/4.0 Pro

11/30/2008 03:20:14 PM · #89

ETA: I was suggesting to let it go already, and have fun with the holidays. But never mind.

Message edited by author 2008-11-30 15:21:49.

OdysseyF22

Panasonic DC-G9

11/30/2008 08:24:09 PM · #90

Originally posted by Prash:

ETA: I was suggesting to let it go already, and have fun with the holidays. But never mind.

It's a little hard to let it go, since it's business, which is something many of us take very seriously. This isn't a squabble with friends, where everyone is going to make up and be nice for Christmas.

Nikolai1024

Nikon D300

Nikon AF Zoom-Nikkor 24-85mm f2.8-4.0D

11/30/2008 09:04:05 PM · #91

Originally posted by HelenOster:

My issue is if you advertise same day delivery and can't make it, just send me an email saying so. This way I will not be in the office at 5:30PM on Friday wondering if you never send the order out or if the messenger is just around the corner and I should stick around. Of cause customer service is closed Friday night so I can't even call. Order status online says "Phase #1: Shipped November 21, 2008 / ..." so I'm waiting since it is SAME DAY DELIVERY. Photos finally made it on the 24th by the way.

By the way is there Phase #2 to shipping? Web site still reads phase #1. Please explain.

edit: Order # 427471_f9c2

Message edited by author 2008-11-30 21:04:32.

11/30/2008 10:19:25 PM · #92

Originally posted by OdysseyF22:

Originally posted by Prash:
ETA: I was suggesting to let it go already, and have fun with the holidays. But never mind.

It's a little hard to let it go, since it's business, which is something many of us take very seriously. This isn't a squabble with friends, where everyone is going to make up and be nice for Christmas.

That is why I had ETA'd: Never mind.

12/02/2008 12:56:35 PM · #93

Originally posted by ShutterPug:

I have been in post since December 2007; I'm not just around for the holiday period. My job is to monitor Internet activity relating to Adorama, and give our customers an alternative route into Adorama to raise issues, complaints, suggestions for improvements in our service, by emailing me directly: helen.oster@adoramacamera.com

I am visiting approximately 300 different photographic websites, blogs, photo sharing forums etc on a regular basis, as part of Adorama's renewed commitment to improvements in services to our customers across every department - and I won't be going away after Christmas.....

If you would like to email me directly: helen.oster@adoramacamera.com, I can investigate what took place, why, and whether or not the staff involved are still employed - or not.

However, as I explained to Odyssey, I did look into the incident that took place with his order 5 months ago. There were 3 members of staff involved; one was brand new into her job, the mother of the second has just died - and the manager who was in the position at the time has moved on. You have stated that "Adorama's treatment of this issue is abysmalâ�¦â�¦â�¦that the Adorama staff is unprofessional and barely competent". I was not involved in your complaint at the time, so I do hope that you are referring only to the three Adorama employees involved in this incident; to be frank with you, I don't see what else I can say or do. These are facts, not excuses.

Odyssey has stated that he will "strongly urge others to consider my experience, and that of the other unhappy customers in this thread, when deciding where to place their next order", but also that the proof that we have made any changes "will lie in the satisfaction rating of future customers" - of course, if everyone follows that lead, Adorama will have no future customers.

There does not actually seem to be anything I can do to assist in these matters.

Helen Oster
Adorama Camera Customer Service Ambassador
helen.oster@adoramacamera.com

12/02/2008 01:01:19 PM · #94

Originally posted by Nikolai1024:

I am unsure whether you have now received this order - I note that you posted this message on a Saturday, when our offices are closed. If your order has not arrived,or you have any other queries, please contact me directly: helen.oster@adoramacamera.com.

Helen Oster
Adorama Camera Customer Service Ambassador

shamer

Sony Alpha a7R II

Pentax A 50mm f/1.4 MF

12/03/2008 03:00:44 AM · #95

I'll just add one more thing here just in case the Adorama CSRs - or those of other companies for that matter - need more ammunition as to why they should to push more dollars into customer service - I placed an order yesterday for my company (an advertising agency) which was for just under $25,000. That makes the total for just this year alone close to $60,000 and almost all of that went to B&H. After making that realization, I'll have to adjust my former number (12 year tally) to well over $200k. I'm actually amazed that it is that high myself - and glad that only a small portion of that came out of my own pocket :)

Helen, good luck to you in this endeavor - particularly in these tough economic times. Any of us who work for nearly any size company know how hard it can be to make a shift in culture as far as business practices are concerned. I've personally been in very similar situations on numerous occasions where I found myself having to take the heat because other people I worked with didn't do their jobs right. It sucks. My advice is to:

(1) Never offer reasons - no matter how you present it'll always be taken as excuses - but always offer solutions.
(2) Accept responsibility (either personally or as a company).
(3) Offer not only to set things right, but also to compensate somehow for the customer's aggravation, time spent, etc.

Your company will have to figure out what's appropriate for that last one, but I'm of the opinion that dollars spent retaining a customer will eventually be paid back tenfold - either because of repeat business, positive referrals or simply because they DIDN'T go badmouthing your business in a forum somewhere.

Again, good luck...