Dear Marilyn

per my email to you:



"Upon checking I see that your order number A2018122614291752069 was for a used item. You will see that we do not ever ship used items for free.
We are able to offer 'Free' shipping by making use of manufacturer discounts, which we pass on to our customers.
As we do not have these discounts available for used items, to offer free shipping, we would need to increase the cost of each item.

Basically, we believe that this is a more fair approach for all our customers."

If we increased the cost of used items to enable us to ship them for 'free', then customers in Ohio would be paying more for their gear to also cover the cost of shipping from NJ to the West Coast.

There was nothing on the web page when you made your purchase to suggest that it would ship free, so I'm unclear why you are surprised that there was a charge.

You are, of course, most welcome to return it to us; full return instructions can be found here: https://www.adorama.com/help/returnPolicy

Wow!

How lovely to read through all your wonderful feedback regarding used purchases from Adorama. It makes me very proud to be part of a team which brings so much joy to photographers.

I'm going to copy all your kind comments to the Used Sales Manager to share with his team members, and I know they will all be delighted.
thank you again.

Don't forget it comes with a 6 month warranty, which includes a no-questions-asked 30-day returns period. And if you have questions or concerns you are most welcome to contact me directly: Helen@adorama.com

Deeply concerned to see this - can you please email me: Helen@adorama.com with additional details?

Good to hear - thank you!

I already responded here - it was a typo!

The answer: INKD810R SHOULD have been priced at $1,899...(it was a typo which has been corrected).....at the time of typing there is only one piece left

The non-refurb has a $200 rebate applied to bring it down from the regular price of $2,996.95 to $2,796.95. I'll check with the Purchasing Department whether an error has been made with the price of the refurb and post here again when I get a response.

Thank you so much for all the positive Adorama feedback, which is very much appreciated.

Please don't hesitate to email me directly at any time if you ever have questions or concerns. I'm here to help and to make sure that all your experiences with Adorama Camera are fantastic!

If you would like to return it the address is here on the website: https://www.adorama.com/help/returnPolicy or as noted previously, please keep it with our compliments

I'm not going to begin to discount your experience because from your description I can completely appreciate how rankling it was, however, for other UHH members it may help to clarify:


If you get an 'assurance' from a CS rep that an item is going to ship on a given date, he or she is reading the manufacturer or distributor ETA from a screen; if the manufacturer/distributor fails to come through with a delivery date, it is - quite rightly - Adorama who you are going to blame for letting you down. The CS rep in this instance should have advised that we expected a delivery but not made you a promise. Can you please email me: Helen@adorama.com with the order number so we can follow up with the team member concerned - he or she should absolutely not have made you a cast iron promise of that date, and needs reminding or retraining.

Regarding the used item; your experiences with the FTC suggest a single cause for the about-turn in the CS response. My 10 years + experience with Adorama enable me to draw a different conclusion! Adorama Camera has not in fact been the subject of "several court suits that went against [us]".
The CS rep on this occasion - unlike the incident above - was absolutely following company procedures. If a used item arrives damaged an alternative should be offered. If no alternative is available, then a full refund is offered.
Sadly, due to multiple occurrences of packages being 'returned' to us (after a refund has been processed), containing nothing but old bricks/clothes/books we now only process a refund once a package has been received and checked back in. (There can be exceptions to this, eg if the request has come via me).

Your follow up with a 'registered notice of Intent to file suit' will have been forwarded immediately to a member of the Management Team - as basic grade CS team members cannot respond to legal issues - and an instruction would have been issued to refund you. Not out of fear of what you might do, but because with used items particularly we will generally look to resolve an issue as quickly, as possible as an extended period of time spent is not cost-effective for the business.

If you would like to return the unit to us, I'm happy to provide you with a pre-paid label so you can do so. If not, then please do keep it with our compliments.

There are many reputable, honest, and reliable photography retailers across the US and I'm truly sorry that we lost your trust - but I do understand why.

Very glad to have been able to help.

Good to hear - thanks so much for the shout-out!

That's got me singing and dancing this morning!!! Thanks so much for the feedback, which I'll be sure to share with the rest of the Cs Team.

Thanks so much - just copied your kind feedback to the CS Manager to share with his team, and I know they'll all be delighted!