Complaint Review: Adorama - New York New York

Unfortunately, you did not select UPS to ship your order.

The method you selected does not permit a package to be re-directed.

Had you, in fact, selected UPS, we would certainly have been able to re-direct your package back to the warehouse.

Helen Oster

Adorama Camera Customer Service
Ambassador

[email protected]

This person expects me to know if they cancelled my order. These people lie so how should I know what they did? I asked them to but they refused to stop shipment so your guess is as good as mine; I guess they do not know how to stop anything as both paypal and UPS said they could! Some my choice feature in UPS. Anyway paypal says you cannot keep sending invoices to them w/o my authorization. You used it up on the yellow and magenta inks.

Dear Catknip

It seems from your posting that you did not receive my previous emails?

I am copying them below so that you know I did try to contact you:

From: Helen Oster <[email protected]>
Date: Thu, Oct 6, 2011 at 8:02 PM
Subject: Re: Incomplete ink order
To: [email protected]

Dear Catknip

I really am most terribly sorry.

I am doing my best to make this right for you; at present I do not know why half an order was dispatched, which it most certainly should not have been.

This was a major error by a member of staff and we are trying to find out who was responsible so that steps can be taken to ensure nothing like this can ever happen again.

Unfortunately, because of the shipping method used to ship your inks, it actually wasn't physically
possible to recall your order, or we would have done exactly that.


Please bear with me while I try to find out what we can do for you.


---------- Forwarded message ----------
From: Helen Oster <[email protected]>
Date: Fri, Oct 7, 2011 at 3:20 PM
Subject: Re: Incomplete ink order
To: [email protected]

Dear Catknip

I understand that a reply-paid label has been emailed to you to enable you to return the unwanted inks. Please let me know if you have not received this.

It seems that the administrator responsible for keeping the in-stock information up-to-date on these particular web pages was out of the office due to family illness and it was not picked up earlier. However, I have now requested an indication on the web page regarding the inks which are temporarily out of stock.

We are very grateful that you brought this oversight to our attention, and by way of a thank you, please quote coupon code xxxxxxxxx next time you place an order at Adorama, for an instant $25 off any order of $50 or over.

It is for one-time use, but it has no expiry date.

I understand that you have noew received a PayPal refund, and I have cancelled the coupon code that I issued as I understand you do not wish to use, but could you please confirm whether you have cancelled the remainder of your order, or if you would prefer me to do that for you? If you would like to cancel, please email me directly: [email protected]

Helen Oster
Adorama Camera Customer Service Ambassador

This company is hopeless;they gave me a ecoupon to buy more junk from them! They must think I am brain damaged; I do not have the kind of time to use a business like this! I have NEVER dealt with a company so unwilling to help in my life. Spent hours on this because they refused to stop the shipment holding on to my money for dear life. UPS said the seller could stop shipment but Adorama refused my repeated requests and one employee even laughed!

Adorama's employees are either incompetent or trained to screw you--wasting as much of your time as possible in hope that you will give up and keep their junk! Adorama tried to get me to accept shipment and then  mail it back but fortunately paypal warned me this would tie up my money even longer and they could claim they did not receive goods back in same condition. After all the dishonesty or incompetence I have experienced with this company I am sure they would have lied about the return to keep my money. I REARRANGED MY SCHEDULE so I never touched their shipment just met postman at door. TRICKY HUH!

Expect a damage control rebuttal from Dear Ms. Helen noting their wonderful reviews from happy campers, as though it will somehow negate your experience.

Partial shipments are not in and of themselves such a horrible thing, assuming the items shipped don't also depend on those not shipped in order to work. The shipper needs to be able to set aside such orders with common sense when critical components are back-ordered.

I was so sorry to read your posting, and firstly would like to offer a deep and sincere apology. From the series of events you describe, I am not surprised that you found the member of staff in the customer service department to be unhelpful and unwilling to deal with the problems you referred to.

I wish there was something I could say to make you feel less angry about the incident, although I am not surprised that you feel the way you do about the customer service representative; I do appreciate your frustration, and imagine
that in your position that I would be feeling the same way.

I would very much welcome the opportunity to investigate this matter further; if you could email me directly with your order number, I will give this matter my immediate attention.

There are a number of excellent photographic retailers who offer similarly competitive terms and a wide range of products etc, so I understand fully that my response alone could not restore your faith in Adorama Camera. Again, my apologies that we caused you such inconvenience and that you clearly didn't receive the level of customer service you should have been able to depend upon.

I do look forward to hearing from you, and doing what I can to make this up to you.
 

Sincerely

Helen Oster
Adorama Camera Customer Service Ambassador
[email protected]
www.adorama.com