• Report: #172030

Complaint Review: Ritz Camera

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  • Submitted: Tue, January 17, 2006
  • Updated: Thu, January 19, 2006

  • Reported By:Morgantown West Virginia
Ritz Camera
6711 Ritz Way Beltsville, Maryland U.S.A.

Ritz Camera Can't cancel an order! Beltsville Maryland

*Author of original report: Thanx ..pointing out these problems will help them correct some problems they have.

*Author of original report: They cancelled the order!

*UPDATE Employee: Please Try Again

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Let me tell you about a situation that is occurring. Around mid December I placed a web order with your company (reference # #######). Immediately after placing the order, upon receiving my web confirmation, it said that the item will ship WHEN AVAILABLE, from the manufacturer! When placing the order, NO WHERE, was there any indication that the item was not immediately available for shipping. (Problem #1)

Well, this was a Christmas present, and obviously I was not going to wait around for shipment from some unknown manufacturer. At that point, I attempted to cancel the order.

To date, I have been unsuccessful in canceling this order. I STILL receive emails (a month later!), indicating your company has 'not forgot about me'!. That would be well and good IF I still wanted this item, but I don't. I have sent innumerable emails, and spent 30 minutes calling back in December in an attempt to cancel this item. (Problem #2)

So, this is one example of what is happening at your company. Are you aware? What else is happening? I do not want to hear from your company again, and I do not want to come home one day and discover a package from your company, that I feel you are going to charge me shipping for!!!!!!!!!

Please, stop this Mr. Ritz. You've lost a customer forever.

Sue
Morgantown, West Virginia
U.S.A.

This report was posted on Ripoff Report on 01/17/2006 06:54 AM and is a permanent record located here: http://www.ripoffreport.com/r/Ritz-Camera/Beltsville-Maryland-20705/Ritz-Camera-Cant-cancel-an-order-Beltsville-Maryland-172030. 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 3Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

Thanx ..pointing out these problems will help them correct some problems they have.

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

R-

Thanks for taking the time to respond. When I ordered this, it really DID NOT say, ships from manufacturer when I clicked on the add to cart. ONLY when I was at the confirmation screen- did it say that. That was after already ordered! With amazon.com, you can cancel ANY order that hasn't shipped with click of a mouse. That's what Ritz should shoot for.

My Problem # 2 was not really about the 30 minute wait time- that was just icing on the cake. The problem was that I had asked for the item to be cancelled many,many times. I see no reason why it would take over a MONTH for an order to cancel- whether shipping/ordering from a manufacturer or not. That's a problem. Hope they get it fixed.

Glad you are happy with your job. Hope the company can stay in business and that my pointing out these problems will help them correct some problems they have.
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#2 Author of original report

They cancelled the order!

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

Same day I filed, got an email from company stating they did indeed cancel the order. Hooray!
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#3 UPDATE Employee

Please Try Again

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

Dear Sue:

I am an employee of Ritz Camera, but not the online group you are having issues with.

However, I have done a little research for you and this is what I have found:

Problem #1. Ritz does indicate on the website when an item is out of stock, though I think the verbage could be improved. An out of stock item will indicate "Ships when received from manufacturer" as opposed to "In stock - usually ships on the next business day (Mon. - Fri.)"

Problem #2. A 30 minute wait on the phone less than 10 days before Christmas at a major online retailer is not unusual or unexpected.

Things have quieted down there now, and my wait time when I called 1-877-690-0099 today was only a few seconds. The gentleman I spoke with was sympathetic to your problem and explained they have had some troubles with a complicated new system, but they are working out the bugs to improve customer service. He said if you called in, they can escalate your problem and get it resolved.

That number again is 1-877-690-0099.

Working at Ritz has been a real blessing for me. I have found the people to be very customer oriented and will go the extra mile to make you happy.
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