tripsy76 Loc: Northshore, MA

UPDATE: This has finally been resolved.
Thank you for all of your messages here. Adorama has reached out both from their customer service, and their trade department. They've made it right on my side, and I'm much happier now. I've added details of what they did to resolve this which are linked here:

https://www.uglyhedgehog.com/t-720414-19.html#12768467

(original post follows)


Hello!
I just wanted to warn anyone who is considering purchasing from or selling to Adorama. I never received the camera, filter, or battery I purchased from them, and they don’t intend on doing anything to remedy the situation.

I sent an email inquiring about trading in my camera gear. This included a mint condition R6, RF28-70, RF 15-35, and RF 70-200 along with Gimbals, bags, microphones, etc. Received an email from Charles Lewy saying that they were interested in acquiring the gear. So I called (because they refuse to put anything in writing) then I asked what they think they could do, the person on the phone said the camera and lenses alone could easily be worth up to 8 or 9k.

They told me to send them all of my gear (in addition to the camera and lenses). Once they got the gear, they waited over a week, then they called back with an offer that was thousands of dollars lower they offered $6200 for everything.

I only agreed because the salesman that I spoke to over the phone Efraim Nussbaum said that they could put together a package containing the gear I wanted for that amount. We came to an agreement, and I was excited waiting for my new gear (Fujifilm system).

The first box was received and was huge. Inside of it was a single piece of bubble wrap, a battery charger, and a lens. There was also a packing slip stating that there was also supposed to be an X-t4, spare battery, and a VND filter. The box showed up in perfect condition and the tape hadn’t been messed with. I tried calling Efraim and left a couple of messages with people, I also emailed him asking for him to call me back (and now that the sale was done I was obviously not important to him). I've never heard back from him, and have since received generic emails saying that they are waiting for a shipper to get back to them, and then some security guy emails me weeks later saying that they never sent the search request? But I'm still getting emails saying to wait for the report from the shipper. So that tells me that they don't even talk to each other.

I had done plenty of business with them in the past, and have my company and clients that do business with them as well, so I figured it was a mistake and I called them. They said that they would look into it and to give them 2-3 days. Over a week later I had to call myself and they told me that they couldn’t find it at their warehouse and that they were going to file a shipping claim (even tho the box was fully intact minus the gear that was supposed to be in it).


So I am now out a Fuji X-T4, battery, and B+W VND filter which is just over $2000 dollars worth of gear (which is a devastating amount of money and or gear for me to lose). I just got an email stating that because the picture I sent showed that the box wasn’t damaged (as I had originally told them in the first place) they weren’t going to do anything to remedy my situation with the camera I never received.

I’ve been a customer of Adorama for years, and I have recommended them for production rentals, corporate purchases, as well as individuals. With the lack of respect, care, or concern they have for their clients, not only do I not feel comfortable recommending them, but I also, unfortunately, am not comfortable allowing Adorama to be used for rentals or purchases for any of my productions including work with other agencies and production houses. I can't risk spending a production budget renting from a company where if something doesn't show up the best they can say is "Sorry! Thank you for understanding". That's not just rude, but it's cold and truly unacceptible.

They seem to have no interest in seeing that their customers are really taken care of and happy. I truly wish they would help or do SOMETHING to fix this. I’d love to hear from anyone else who has had similar problems. I've spoken to a few people who have had similar problems in the past few months. I'm now looking into other options...

I’d recommend that no one does business with them if you don’t want to feel like I do.

I wish that after years of doing business I could recommend them, but it doesn’t seem that they care one way or the other. They don’t care that I never received what I purchased so I doubt they would care about you either.

I’ve never felt this taken advantage of ever. Please be careful if you’re going to spend your money with them in the future. I'm now out over $2000, and can't afford to buy a camera for the lenses that I now have. Worst customer service and experience of my life.

It's now been weeks and the sickening feeling hasn't gone away. I don't even care about the low ball trade amount, I just want the gear that I purchased. That's literally all I want! Please be careful, they aren’t the company that they used to be.

I’ve filed with the Better Business Bureau, and am in the process of sending all my info to the attorney general’s office. I’d rather not go thru all of this but it’s all I can do at this point.

Peteso Loc: Blacks Hills

Thanks for letting us know and please let us know if there are any further developments. I have purchased some gear from Adorama, but if they don’t resolve this, it’s unlikely that I would ever do business with them again. Ironically, I received a marketing email from them on Saturday, so they are obviously looking for business. Everything they sell is available elsewhere, so all they really have to offer is service and competitive pricing.

HelenOster Loc: New York

So sorry to read that this has been your experience - The used department’s shenanigans was one of the reasons I left Adorama.
(The other was the spam mentality of the marketing team)

But it seems not everyone has noticed I no longer work there, as a kind soul sent a pm to let me know about this post!

Helen Oster
Social Media Manager for The Age Group

tripsy76 Loc: Northshore, MA

I will. I wound up returning the charger a little over a week ago because it’s useless without the camera, and they received it the next day but I haven’t been refunded yet for that. So I don’t know what’s going on with them anymore. If you look on trust advisor (my review is there as well), the past year or so hasn’t had the best reviews. I wish I had looked before I bought.

I know they don’t have any intention of figuring out what happened on their end. Hoping I can get this resolved one way or the other. It’s over $2000 once you add the items that I didn’t receive together.

tdozier3 Loc: Northern Illinois

I've never had a problem with Adorama and will continue to do business with them.

tripsy76 Loc: Northshore, MA

Thank you Helen!
I appreciate your comment! This has been the biggest nightmare ever, and I’ve hemorrhaged money in rentals so I could keep my obligations. I’m hoping either the BBB or AG can do something about it before I have to bring my lawyer in.
Sounds like you made a smart decision! It’s too bad as they used to be one of my preferred go to shops.

tripsy76 Loc: Northshore, MA

You’re welcome to do that at your own risk! While I wouldn’t expect you to just take my word for it, you might want to check out the reviews from the last year where there are multiple issues similar to mine. I used to love that store, and until the past year always got a good deal from them.

yvesfeder Loc: Bath, ME

Ditto - read this with great interest - as an amateur photographer, but one who tries to do a lot and learn.
Clearly, as was said, there are other sources - so thanks for taking the trouble to spell out what went wrong, and very sorry indeed for what is a substantial loss.

Rab-Eye Loc: Indiana

Wow. My heart goes out to you. I hope they surprise you and resolve this.

bobmcculloch Loc: NYC, NY

I've been to the Adorama store a couple of times, not really comfortable, if I'm in the 'City' I hit B&H, just my comfort level. I have been dissatisfied with purchases from Adorama in the past. Logically I know it's just bad luck but...

tripsy76 Loc: Northshore, MA

Yeah! It’s been gutting. I just want to let people know what’s happened so they don’t fall into the same reoccurring trap with them.

tripsy76 Loc: Northshore, MA

Thank you! I appreciate that. I hope they do as well. I’m just looking to get the gear I paid for, I don’t need anything else.

tripsy76 Loc: Northshore, MA

B&H along with Hunt’s in Melrose, Ma. Are my go to stores now. Ive taken Adorama out of the list and definitely won’t be shopping there anymore. I would say bad luck as well if after researching a lot I hadn’t come away with much more than a handful of similar experiences. Not sure what changed there, but it seems like something has changed.

47greyfox Loc: on the edge of the Colorado front range

Anyone who has read the saga that Helen Oster experienced would not do business with Adorama, especially their used department. I did and I won’t.

jdub82 Loc: Northern California

This comment is in no way meant to excuse Adorama or any supplier of not being forthcoming about delays or not making good on their promises. However, it may be important for you to know that there have been recent supply chain issues with many new cameras, including the Fuji X-T4. All of the reputable online suppliers still list this camera as out of stock. That is assuming the X-T4 was supposed to be a new camera, not a used unit. In any case, the supplier should be able to provide information about any expected delays, and not leave the customer hanging without any response. I hope this issue is resolved soon for you, and that you get your gear or your money is refunded.