• Report: #332908

Complaint Review: Adorama

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  • Submitted: Fri, May 16, 2008
  • Updated: Mon, May 26, 2008

  • Reported By:Fargo North Dakota
Adorama
www.adorama.com Internet U.S.A.

Adorama extra payment expedited shipping rude customer service etc Internet

*Consumer Comment: Not at all typical of Adorama

*UPDATE Employee: Adorama Camera Customer Ambassador

*Author of original report: Next time please read the whole complaint J G Shrugged ...

*UPDATE Employee: Adorama Camera Customer Service Ambassador

*UPDATE Employee: Adorama Camera Customer Service Ambassador

*UPDATE Employee: Adorama Camera Customer Service Ambassador

*UPDATE Employee: Adorama Camera Customer Service Ambassador

*Consumer Suggestion: Adorama is one of the good companies....

*Consumer Suggestion: Adorama is one of the good companies....

*Consumer Suggestion: Adorama is one of the good companies....

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I ordered a medium sized order from Adorama, and needless to say, this was my first and will be my last. I placed my order Friday, May 9th, afternoon-ish time. Therefore, I did not expect it to be processed and shipped until Monday, the 12th of May. Due to a wedding that I am due to shoot tomorrow, (and now I do not have the equipment I needed), I paid extra for the 3-day air guarantee, which even if it was shipped on Tuesday should have guaranteed it by today. Hah! I checked on Tuesday to make sure it had shipped (something was telling me that I needed to check) and it was still pending. Not very happy, I called customer service and explained the situation, threatened to cancel the order (which no company wants to lose a $560 order) and was immediately transferred to a supervisor by the name of Leah. She told me that the umbrella I ordered was in their store, and instead of shipping the rest of the order from the warehouse and having the store ship the umbrella (like most normal companies would have done) they were in the process of sending my order to the store to have it shipped from there? So not only are they wasting time by sending my order to the store before sending it to me, now the store is waiting to send out my umbrella until they get the rest of the order. I would love to talk to the genius who came up with that one. So, not only was my order being delayed for no apparent reason, but I had received no notification that this was going on, having found out only because I had to call in the first place. Anyhow, Leah promised to have it to me by Friday no matter what. So, I didn't cancel my order and took Leah's word for it. Friday comes around, and I realize that I have received no shipping confirmation and no tracking number. So, once again I call and immediately get transferred to Leah, who then tells me "I tried to call - didn't you get my message?" (this supposed "message" that still seems to be eluding my inbox, my saved messages, even the deleted ones?) "They aren't going to be able to have the order to you today, so what do you want to do?" No, what can I do to save this sale and keep you as a customer? No apologies, nothing but do I want to cancel? Well, you bet your a** I canceled. Once again, my order was delayed and there was no correspondence letting me know this. Adorama has my email address - once there was no answer and no call back, someone should have sent me an email to let me know what was going on (assuming there was even a message in the first place, which I'm sure there wasn't). I don't even think I have to say it but I will - I will never order from Adorama again. What a crappy experience for a first-time order. And it looks like I am not the only one this has happened to.

Monkeybane
Fargo, North Dakota
U.S.A.

This report was posted on Ripoff Report on 05/16/2008 10:05 AM and is a permanent record located here: http://www.ripoffreport.com/r/Adorama/internet/Adorama-extra-payment-expedited-shipping-rude-customer-service-etc-Internet-332908. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
0Author 10Consumer 0Employee/Owner
Updates & Rebuttals

#1 Consumer Comment

Not at all typical of Adorama

AUTHOR: Edgeman - (U.S.A.)

I've been purchasing from them for years and they have been reliable sellers for me.

The OP's situation is unfortunate, but not normal for Adorama.
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#2 UPDATE Employee

Adorama Camera Customer Ambassador

AUTHOR: Helen - (U.S.A.)

I appreciate that I didn't respond to your answer in depth; I felt that it would be inappropriate for me to do so until I have your order number, which should enable the movement of your order through our system to be tracked.
Your order number also gives us access to the tape recordings between customers and our staff.
Without this information, I am unable to clarify what went wrong - or why.

I am here to help, and would be more than delighted to do so, however, it would be easier and more effective to do so if you contact me directly at: helen.oster@adoramacamera.com.

I do look forward to hearing from you

Sincerely

Helen Oster
Adorama Camera Customer Ambassador
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#3 Author of original report

Next time please read the whole complaint J G Shrugged ...

AUTHOR: Monkeybane - (U.S.A.)

Helen - I thank you for you interest in a solution to the problems Adorama seems to be having when it comes to their shipping issues. I will email the requested information asap. As for the other unwelcome comment to the issue, it would be appreciated if you would read and obviously reread the entire statement before adding your input. The reason I paid extra for the expedited shipment was to ensure that I had the entire order by the next Friday. The fact that I ordered the PREVIOUS Friday and paid for a three day air should have ensured that I had the order a week later.

Yea, $560 might not be a lot for someone who has nothing but time on his hands, but for someone who has 4 small children at home and a brand new company that she's trying to start, $560 is a lot. Not only that, the fact that you seem to have skipped over the section where NO ONE contacted me not only once, but TWICE, about the delay shows that you only half read about the situation. Next time you decide to comment on a problem, make sure you understand the entire situation first.
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#4 UPDATE Employee

Adorama Camera Customer Service Ambassador

AUTHOR: Helen - (U.S.A.)

Dear "Monkeybane"


I have just read - and re-read, your review of Adorama on ripoff report.

I am not at all surprised that you state this will be your last order from Adorama. You have every reason to be disappointed & angry - in your position, I certainly would be. From your review, it certainly looks as though we let you down & messed up your order from beginning to end.

Yes, we wasted your time and delayed your order unnecessarily - and failed to ensure that you received notification of the situation.

At present I can't explain what went wrong - or why, but I do plan to find out.

I appreciate that any help you give me to investigate why this all went to horribly wrong, will not actually benefit you - but hopefully it will enable us to tighten up on our procedures to ensure that this scenario does not occur again.

Therefore, I would be grateful if you could forward your order number to me: helen.oster@adoramacamera.com.

I absolutely agree with you that if one item from an order is in our store, and the rest of the order is in the warehouse it would make sense to ship the umbrella separately from the rest of the order, particularly if the items are required urgently.
I have already sent your suggestion to our Director for Strategic Change as I believe he will want to review our procedures in this respect.
I do want to thank you for raising this as an issue; it is by Adorama customers pointing out where we are going wrong (and by us reacting to our customers' suggestions), that we consistently strive to improve the shopping experience for our customers.

To show my appreciation for your suggestion, I would like to send you a coupon code valid against your next order from Adorama, however, I am not able to post this on a public forum - if you can email me at the above address, I would be delighted to send it to you by return.

Thank you again for raising this issue, and again, my apologies that we did not provide you with the quality service that you should have received.

Sincerely

Helen Oster
Adorama Customer Service Ambassador
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#5 UPDATE Employee

Adorama Camera Customer Service Ambassador

AUTHOR: Helen - (U.S.A.)

Dear "Monkeybane"


I have just read - and re-read, your review of Adorama on ripoff report.

I am not at all surprised that you state this will be your last order from Adorama. You have every reason to be disappointed & angry - in your position, I certainly would be. From your review, it certainly looks as though we let you down & messed up your order from beginning to end.

Yes, we wasted your time and delayed your order unnecessarily - and failed to ensure that you received notification of the situation.

At present I can't explain what went wrong - or why, but I do plan to find out.

I appreciate that any help you give me to investigate why this all went to horribly wrong, will not actually benefit you - but hopefully it will enable us to tighten up on our procedures to ensure that this scenario does not occur again.

Therefore, I would be grateful if you could forward your order number to me: helen.oster@adoramacamera.com.

I absolutely agree with you that if one item from an order is in our store, and the rest of the order is in the warehouse it would make sense to ship the umbrella separately from the rest of the order, particularly if the items are required urgently.
I have already sent your suggestion to our Director for Strategic Change as I believe he will want to review our procedures in this respect.
I do want to thank you for raising this as an issue; it is by Adorama customers pointing out where we are going wrong (and by us reacting to our customers' suggestions), that we consistently strive to improve the shopping experience for our customers.

To show my appreciation for your suggestion, I would like to send you a coupon code valid against your next order from Adorama, however, I am not able to post this on a public forum - if you can email me at the above address, I would be delighted to send it to you by return.

Thank you again for raising this issue, and again, my apologies that we did not provide you with the quality service that you should have received.

Sincerely

Helen Oster
Adorama Customer Service Ambassador
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#6 UPDATE Employee

Adorama Camera Customer Service Ambassador

AUTHOR: Helen - (U.S.A.)

Dear "Monkeybane"


I have just read - and re-read, your review of Adorama on ripoff report.

I am not at all surprised that you state this will be your last order from Adorama. You have every reason to be disappointed & angry - in your position, I certainly would be. From your review, it certainly looks as though we let you down & messed up your order from beginning to end.

Yes, we wasted your time and delayed your order unnecessarily - and failed to ensure that you received notification of the situation.

At present I can't explain what went wrong - or why, but I do plan to find out.

I appreciate that any help you give me to investigate why this all went to horribly wrong, will not actually benefit you - but hopefully it will enable us to tighten up on our procedures to ensure that this scenario does not occur again.

Therefore, I would be grateful if you could forward your order number to me: helen.oster@adoramacamera.com.

I absolutely agree with you that if one item from an order is in our store, and the rest of the order is in the warehouse it would make sense to ship the umbrella separately from the rest of the order, particularly if the items are required urgently.
I have already sent your suggestion to our Director for Strategic Change as I believe he will want to review our procedures in this respect.
I do want to thank you for raising this as an issue; it is by Adorama customers pointing out where we are going wrong (and by us reacting to our customers' suggestions), that we consistently strive to improve the shopping experience for our customers.

To show my appreciation for your suggestion, I would like to send you a coupon code valid against your next order from Adorama, however, I am not able to post this on a public forum - if you can email me at the above address, I would be delighted to send it to you by return.

Thank you again for raising this issue, and again, my apologies that we did not provide you with the quality service that you should have received.

Sincerely

Helen Oster
Adorama Customer Service Ambassador
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#7 UPDATE Employee

Adorama Camera Customer Service Ambassador

AUTHOR: Helen - (U.S.A.)

Dear "Monkeybane"


I have just read - and re-read, your review of Adorama on ripoff report.

I am not at all surprised that you state this will be your last order from Adorama. You have every reason to be disappointed & angry - in your position, I certainly would be. From your review, it certainly looks as though we let you down & messed up your order from beginning to end.

Yes, we wasted your time and delayed your order unnecessarily - and failed to ensure that you received notification of the situation.

At present I can't explain what went wrong - or why, but I do plan to find out.

I appreciate that any help you give me to investigate why this all went to horribly wrong, will not actually benefit you - but hopefully it will enable us to tighten up on our procedures to ensure that this scenario does not occur again.

Therefore, I would be grateful if you could forward your order number to me: helen.oster@adoramacamera.com.

I absolutely agree with you that if one item from an order is in our store, and the rest of the order is in the warehouse it would make sense to ship the umbrella separately from the rest of the order, particularly if the items are required urgently.
I have already sent your suggestion to our Director for Strategic Change as I believe he will want to review our procedures in this respect.
I do want to thank you for raising this as an issue; it is by Adorama customers pointing out where we are going wrong (and by us reacting to our customers' suggestions), that we consistently strive to improve the shopping experience for our customers.

To show my appreciation for your suggestion, I would like to send you a coupon code valid against your next order from Adorama, however, I am not able to post this on a public forum - if you can email me at the above address, I would be delighted to send it to you by return.

Thank you again for raising this issue, and again, my apologies that we did not provide you with the quality service that you should have received.

Sincerely

Helen Oster
Adorama Customer Service Ambassador
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#8 Consumer Suggestion

Adorama is one of the good companies....

AUTHOR: J G Shrugged - (U.S.A.)

i.e. those you can trust in regards to camera equipment.

Are they perfect? No. Name a company that has never made a mistake. But to be honest, a $560 order is small change. They sell tons of the $5k+ cameras just like B&H. I have been using Adorama for quite some time now, and usually I'll order online and it seems to go quicker, and every now and then the order will be unusually delayed.

But another problem is that both Adorama and B&H cut off very early Friday, so your order didn't even begin processing until Monday, so it seems that you cut the order time a little too close for an important event.
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#9 Consumer Suggestion

Adorama is one of the good companies....

AUTHOR: J G Shrugged - (U.S.A.)

i.e. those you can trust in regards to camera equipment.

Are they perfect? No. Name a company that has never made a mistake. But to be honest, a $560 order is small change. They sell tons of the $5k+ cameras just like B&H. I have been using Adorama for quite some time now, and usually I'll order online and it seems to go quicker, and every now and then the order will be unusually delayed.

But another problem is that both Adorama and B&H cut off very early Friday, so your order didn't even begin processing until Monday, so it seems that you cut the order time a little too close for an important event.
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#10 Consumer Suggestion

Adorama is one of the good companies....

AUTHOR: J G Shrugged - (U.S.A.)

i.e. those you can trust in regards to camera equipment.

Are they perfect? No. Name a company that has never made a mistake. But to be honest, a $560 order is small change. They sell tons of the $5k+ cameras just like B&H. I have been using Adorama for quite some time now, and usually I'll order online and it seems to go quicker, and every now and then the order will be unusually delayed.

But another problem is that both Adorama and B&H cut off very early Friday, so your order didn't even begin processing until Monday, so it seems that you cut the order time a little too close for an important event.
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