They lure you to their website by posting camera prices well below other online retailers. 2 or 3 days after placing your order you are contacted by a sales rep to confirm order and attempt to get you to purchase overpriced accessories. After refusing the accessories and prior to completing the call, in passing, they happen to mention that you are ordering the Japanese version of the camera and wouldn't you instead want the US version. Since I'm in the US and camera is shipping to the US the obvious answer is yes! They then inform you of your new price. For me the camera jumped from $298 to $370.99!
When I challenged this and said no where during the online purchase experience did it say I was ordering a Japanese version of the camera and let me know what the US version cost. The sales rep on the phone assured me that this info is available on the website. Not having access to the web page during the call I confirm that if this is not the case when I get online again do they have a 100% refund policy if I return the product. I was told yes and that I wouldn't find it any cheaper any where else online and I would be very satisfied with the purchase. The next time I got online to their website I searched in vain for any reference to Japanese vs. US pricing on cameras. I even did a site search and could find nothing. When the charges posted to my credit card with the inflated price I promptly called their customer service number.
On my first attempt at calling I discovered that their customer service hours are only 10am-1pm EST M-F. Since I was apparently calling after those hours I sent an email to their customer service address with a copy of the webpage showing the advertised price I purchased the camera for and asking for an explaination of why they were not honoring this price.
After 3 business days I hadn't received a reply, so, tried calling during the 10am-1pm hours. After waiting on hold for 30 min. I finally got through to a customer service rep. I provided my order number and ask why I was being charged a different price than what was advertised. The rep proceeded to give me the Japanese vs. US version story. When I challenged this he assured me that it was buried in their website's terms and conditions of purchase. When I explained that at no time during the online purchase experience was I given visibility to this policy or that there are 2 different versions and prices on the same camera he again told me that info is available online. I accused them of "bait and switch" marketing at which point he asked if I would be happy getting the camera at the advertised price. When I responded "yes" he challenged me saying I would still complain.
He quickly took control of the conversation stating he would have the order recalled (I still haven't received it), credit my credit card and promptly hung up on me.
Don
Leesburg, Virginia
U.S.A.