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Adorama Return Policy
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Aug 12, 2015 10:16:13   #
guligian
 
I purchased a Sunpak Quanaray tripod from Adorama. It was on sale for $40 from $100, with free shipping. Upon receiving it, I determined that it wasn't suitable for my purposes -- it weighed over 6 pounds. Adorama's return policy, which they tout to be the best in the business, calls for their normal shipping charge to be deducted from the refund on items that were sold with free shipping. In my case that meant that I paid $18 for return shipping and they deducted another $17 for their normal shipping charge. Net, net, I got $5 of my $40 returned to me. I don't think that qualifies as the best return policy in the business. In fact, I think it STINKS!
Has any one else had this experience?

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Aug 12, 2015 10:30:20   #
RRS
 
guligian wrote:
I purchased a Sunpak Quanaray tripod from Adorama. It was on sale for $40 from $100, with free shipping. Upon receiving it, I determined that it wasn't suitable for my purposes -- it weighed over 6 pounds. Adorama's return policy, which they tout to be the best in the business, calls for their normal shipping charge to be deducted from the refund on items that were sold with free shipping. In my case that meant that I paid $18 for return shipping and they deducted another $17 for their normal shipping charge. Net, net, I got $5 of my $40 returned to me. I don't think that qualifies as the best return policy in the business. In fact, I think it STINKS!
Has any one else had this experience?
I purchased a Sunpak Quanaray tripod from Adorama.... (show quote)


Sorry to hear that, that's why I only shop at B&H Photo. I doubt there will be a next time but now you know it's better for you just to sell the item yourself then to ship it back. I can understand the $18.00 shipping charge but the additional charge of $17.00 would have to be explained to me. If that's how they do business then this is great PR for them!

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Aug 12, 2015 10:31:05   #
Leitz
 
guligian wrote:
I purchased a Sunpak Quanaray tripod from Adorama. It was on sale for $40 from $100, with free shipping. Upon receiving it, I determined that it wasn't suitable for my purposes -- it weighed over 6 pounds. Adorama's return policy, which they tout to be the best in the business, calls for their normal shipping charge to be deducted from the refund on items that were sold with free shipping. In my case that meant that I paid $18 for return shipping and they deducted another $17 for their normal shipping charge. Net, net, I got $5 of my $40 returned to me. I don't think that qualifies as the best return policy in the business. In fact, I think it STINKS!
Has any one else had this experience?
I purchased a Sunpak Quanaray tripod from Adorama.... (show quote)


So you knew what the return policy was before the purchase, you knew what the tripod weighed, and you're complaining???

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Aug 12, 2015 10:39:01   #
wolfman
 
Leitz wrote:
So you knew what the return policy was before the purchase, you knew what the tripod weighed, and you're complaining???

Exactly what I was thinking.

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Aug 12, 2015 10:40:12   #
oldtigger
 
guligian wrote:
I purchased ... Net, net, I got $5 of my $40 returned to me. I don't think that qualifies as the best return policy in the business. In fact, I think it STINKS!
Has any one else had this experience?

They should have charged you a 20% restocking fee.
I would say they treated you rather well and you owe them $8.

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Aug 12, 2015 11:15:46   #
joer (a regular here)
 
guligian wrote:
I purchased a Sunpak Quanaray tripod from Adorama. It was on sale for $40 from $100, with free shipping. Upon receiving it, I determined that it wasn't suitable for my purposes -- it weighed over 6 pounds. Adorama's return policy, which they tout to be the best in the business, calls for their normal shipping charge to be deducted from the refund on items that were sold with free shipping. In my case that meant that I paid $18 for return shipping and they deducted another $17 for their normal shipping charge. Net, net, I got $5 of my $40 returned to me. I don't think that qualifies as the best return policy in the business. In fact, I think it STINKS!
Has any one else had this experience?
I purchased a Sunpak Quanaray tripod from Adorama.... (show quote)


The cost of education is steep now a days.

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Aug 12, 2015 11:58:05   #
Math78
 
guligian wrote:
In my case that meant that I paid $18 for return shipping and they deducted another $17 for their normal shipping charge.


It sounds like you were charged a fair price for the original shipping. You can't expect Adorama (or any business) to take a loss because you changed your mind. "Free shipping" has to be paid by someone.

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Aug 13, 2015 00:29:23   #
HelenOster
 
guligian wrote:
I purchased a Sunpak Quanaray tripod from Adorama. It was on sale for $40 from $100, with free shipping. Upon receiving it, I determined that it wasn't suitable for my purposes -- it weighed over 6 pounds. Adorama's return policy ..... calls for their normal shipping charge to be deducted from the refund on items that were sold with free shipping. In my case that meant that I paid $18 for return shipping and they deducted another $17 for their normal shipping charge. Net, net, I got $5 of my $40 returned to me.
I purchased a Sunpak Quanaray tripod from Adorama.... (show quote)


I'm truly sorry you feel this way, however our return policy is clearly posted on our website. I believe you will find that we are not the only big camera store in NYC with this policy!

If I can explain; 'free' outbound shipping isn't actually 'free'; it is paid for by Adorama - it is our gift to you. However, we do believe that if an item is returned that the 'gift' also needs to be returned!
If an item is returned because it is faulty, or if a customer requests an exchange for a different model, there would be no deduction of the charge.

I hope this clarifies the situation; if not - or if you have any additional questions or concerns, you are most welcome to email me directly: Helen@adorama.com. I'm here to make sure that all your experiences with Adorama are fantastic:)

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Aug 13, 2015 00:39:33   #
BHC
 
guligian wrote:
I purchased a Sunpak Quanaray tripod from Adorama. It was on sale for $40 from $100, with free shipping. Upon receiving it, I determined that it wasn't suitable for my purposes -- it weighed over 6 pounds. Adorama's return policy, which they tout to be the best in the business, calls for their normal shipping charge to be deducted from the refund on items that were sold with free shipping. In my case that meant that I paid $18 for return shipping and they deducted another $17 for their normal shipping charge. Net, net, I got $5 of my $40 returned to me. I don't think that qualifies as the best return policy in the business. In fact, I think it STINKS!
Has any one else had this experience?
I purchased a Sunpak Quanaray tripod from Adorama.... (show quote)

And what part of the arithmetic involved do you not understand? I have returned several items to Adorama (far more than I have a right for their patience to bear); they have always been fair, honest AND prompt in their dealings. If I buy a $40 item that weighs 6 pounds and they pay $17 shipping ($1 less than I pay to send it back), the item cost was $23. You returned it. How much would you like them to pay for the honor of serving you?

Additionally, I question the wisdom of anyone who buys a Quantaray product, especially one marked down 60%.

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Aug 13, 2015 00:48:59   #
jfn007
 
When I was a kid if someone took a "gift" back we called him or her an Indian Giver. Probably not PC nowadays. I'll stick with BandH Photo. Never had to return anything to them.
HelenOster wrote:
I'm truly sorry you feel this way, however our return policy is clearly posted on our website. I believe you will find that we are not the only big camera store in NYC with this policy!

If I can explain; 'free' outbound shipping isn't actually 'free'; it is paid for by Adorama - it is our gift to you. However, we do believe that if an item is returned that the 'gift' also needs to be returned!
If an item is returned because it is faulty, or if a customer requests an exchange for a different model, there would be no deduction of the charge.

I hope this clarifies the situation; if not - or if you have any additional questions or concerns, you are most welcome to email me directly: Helen@adorama.com. I'm here to make sure that all your experiences with Adorama are fantastic:)
I'm truly sorry you feel this way, however our ret... (show quote)

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Aug 13, 2015 01:01:07   #
BHC
 
jfn007 wrote:
When I was a kid if someone took a "gift" back we called him or her an Indian Giver. Probably not PC nowadays. I'll stick with BandH Photo. Never had to return anything to them.

So Helen should have called it an "incidental allowance business expense", refunded the $40, added an "incidental charge" him $17 and refunded his $23, from which he could deducted his ($18) "incidental cost of doing business" and still gotten his fair net $5. Doesn't give him more money, but it makes him smarter.

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Aug 13, 2015 01:12:22   #
HelenOster
 
jfn007 wrote:
When I was a kid if someone took a "gift" back we called him or her an Indian Giver. Probably not PC nowadays. I'll stick with BandH Photo. Never had to return anything to them.


I guess if you never return anything you are not affected?

I can certainly raise it with our management team that our customers believe we should not expect our costs of shipping out an item to be deducted from a customer refund - are you saying you'd prefer to pay a re-stocking fee of, say, 15%?

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Aug 13, 2015 01:30:28   #
oldtigger
 
HelenOster wrote:
I guess if you never return anything you are not affected?

I can certainly raise it with our management team that our customers believe we should not expect our costs of shipping out an item to be deducted from a customer refund - are you saying you'd prefer to pay a re-stocking fee of, say, 15%?


a restocking fee of 10-20% would be quite reasonable

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Aug 13, 2015 01:34:23   #
HelenOster
 
oldtigger wrote:
a restocking fee of 10-20% would be quite reasonable



I will pass that on. In the OP's case a 20% re-stocking fee would have saved him $9. I guess provided you never want to return a $2,000 lens you are absolutely going to come out on top.

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Aug 13, 2015 01:42:54   #
BHC
 
HelenOster wrote:
I guess if you never return anything you are not affected?

I can certainly raise it with our management team that our customers believe we should not expect our costs of shipping out an item to be deducted from a customer refund - are you saying you'd prefer to pay a re-stocking fee of, say, 15%?

How about "the greater of Actual Shipping Charges (paid by Adorama) or a 15% Restocking Fee"; in any of my transactions, I would have had no basis for complaint!

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