Questions about/Issue with Adorama

Nikonic1

Well, I'm typically a B&H shopper but decided to give Adorama a bit of my business this past Friday. I ordered an Induro Tripod and Giottos ballhead. A few hundred dollars worth of product. Everything was listed in stock, my card was charged and all seemed good to go.

Then, I get an email Saturday that said, "1 of you two items has shipped", "We'll ship the other as soon as possible".

As soon as possible? Why would they split the order? I ordered together, nothing at checkout said anything about splitting it, backorders, stocking issues, etc. Ok, no worries really, I figure I'll get another email Monday saying the legs have been shipped.

Nope, no email. So, I put in a call to speak with someone to see what might be going on. Through the voice prompts I go, selecting customer service. Being the holidays, I was prepared to wait on hold for a bit, just hoped for some information regarding what I had purchased and been charged for. Well, too bad, I got a message that said, "We are experiencing a high call volume, please call back in a couple days when calls volume might be less" (or something close to that affect), then "click" the automated system hung up on me.

Really? No chance to even go on hold? Really? Even if I was willing to wait? That was really shocking to me. So, I do as the automated system says and send an email to their customer service department to which I've yet to receive a response. To say the least I am a bit frustrated with their customer service model.

Another thing that shocked me quite a bit was that I clicked on the item in the email Adorama sent me, listing my purchases to get directed to a page that said, "We're sorry, this item is no longer available". Not "out of stock", "backordered" just no longer available.

Anyone ever have any issues with them? As it stands now, I think my business will be going back to B&H. If it turns out the tripod is truly not available through them anymore, I will ask for an alternative or possible upgrade at the price I paid for the inconvenience and delay and see how that goes.

If there's one thing I truly hate, it's poor customer service.

HelenOster

Message from Helen, Adorama Camera Customer Service Ambassador

Nikonic1 wrote:

......decided to give Adorama a bit of my business this past Friday.....
If there's one thing I truly hate, it's poor customer service.

I was concerned to read your posting, and agree with you that you are quite right to expect a reasonable standard of customer service.

At this point I can only apologize, until I've had the opportunity to investigate further.

Could you please email me directly: helen.oster@adoramacamera.com, with your order number, and I will give it my immediate attention.

Scott_Quier

I would love to hear "the rest of the story" once it's been resolved!

Richard

Nikonic1: Well, it appears you now have their attention. I'm guessing they'll get it straightened out to your satisfaction. FWIW, I had a similar experience not long ago with B&H, in which something that was in stock when I placed my order turned out not to be. I had no trouble getting through to their customer support, but I got different versions of my order status from customer support and the Web site. All turned out fine in the end, though, so don't get too upset. Just two more shopping days till Christmas, so it's not terribly surprising that they are swamped.

Jane B.

Just a comment about ANY SITE
Any site that does NOT give me the option to hold if I desire to do so aggravates me and has me in a bad mood by the time I do get through.

Jane B.

Art Scott

a bit off topic bit more for Adorama to consider

Nikonic1 wrote:

Nope, no email. So, I put in a call to speak with someone to see what might be going on. Through the voice prompts I go, selecting customer service. Being the holidays, I was prepared to wait on hold for a bit, just hoped for some information regarding what I had purchased and been charged for. Well, too bad, I got a message that said, "We are experiencing a high call volume, please call back in a couple days when calls volume might be less" (or something close to that affect), then "click" the automated system hung up on me.

Really? No chance to even go on hold? Really? Even if I was willing to wait?
If there's one thing I truly hate, it's poor customer service.

This is getting to be the norm for a lot of corporations......IN Kansas, the Dept of Labor (unemployemnt 0ffices) closed all their outlying regional offices a few years back...now all is done on computer or by phone.....if 3 people are in que you will go thru 5 minutes of press 1 for this, 2 for this, 3 for that then be told to call back as too many people are in que.....3 is all they allow....same with utility companies.......they say it is becasue if people are on hold for 10 or 15 minutes they start screaming at the customer service rep when he/she answers......I say if the automated systems tells you it will 30 minutes for you to be on hold then there is no reason to scream at the customer service rep......a couple of high traffic offices do have a call back option.....you do not loose you place in que and we will call you back as soon as customer service rep is available....this is good and allows you do get other things done while waiting to take care business with this company..........

Nikonic1

HelenOster wrote:

I was concerned to read your posting, and agree with you that you are quite right to expect a reasonable standard of customer service.

At this point I can only apologize, until I've had the opportunity to investigate further.

Could you please email me directly: helen.oster@adoramacamera.com, with your order number, and I will give it my immediate attention.

Helen,

Thank you for your quick response. The difference in time zones and my work schedule make it very difficult to dedicate time to tracking things like this down. I look forward to hearing from you and appreciate your willingness to deal with me directly.

Matt

Nikonic1

Richard wrote:

All turned out fine in the end, though, so don't get too upset. Just two more shopping days till Christmas, so it's not terribly surprising that they are swamped.

I'm sure all will turn out fine in this situation too, I was just searching to see what other's experiences had been since this was my first time shopping at Adorama.

Nikonic1

Scott_Quier wrote:

I would love to hear "the rest of the story" once it's been resolved!

I'm happy to update when I have a chance to talk/email with Helen.

Nikonic1

Art Scott wrote:

I say if the automated systems tells you it will 30 minutes for you to be on hold then there is no reason to scream at the customer service rep......

Precisely. If you're prepared to wait on hold, there's no reason to get mad about the length. Also, FWIW, if a company is doing enough business that its call volume is such that 30 minute wait times are the norm, it might be time to consider hiring some help and considering an upgrade in customer service infrastructure. Whether it be temp, seasonal, etc.

Especially these huge utility companies with huge infrastructure....I know they're all trying to cut cost but when I see a NWNatural Gas (local utility) meter installer (I'm a construction Superintendent) setting meters at my site for 8 hours with his truck running for no reason, my sympathy level for their supposed revenue issues plummets rather quickly.

I can understand the infrastructure issue for a smaller company but with today's technology you can likely easily add additional phone lines.

Nikonic1

Sent an email to Helen at 7:55 Pacific Time and haven't heard back.

henryp

Richard wrote:

FWIW, I had a similar experience not long ago with B&H, in which something that was in stock when I placed my order turned out not to be. I had no trouble getting through to their customer support, but I got different versions of my order status from customer support and the Web site. All turned out fine in the end, though, so don't get too upset.

I am sorry we disapointed you at any point during the transaction and I'm glad to read this turned out all right in the end.

Angelo

You posted this at 8:01:

Nikonic1 wrote:

I'm happy to update when I have a chance to talk/email with Helen.

which doesn't seem to jive with this:

Nikonic1 wrote:

Sent an email to Helen at 7:55 Pacific Time and haven't heard back.

.

HelenOster

Message from Helen at Adorama Camera

Nikonic1 wrote:

Sent an email to Helen at 7:55 Pacific Time and haven't heard back.

Apologies; I don't have all the answers personally and am waiting for a call back from the specialist in our purchasing department

Nikonic1

Angelo wrote:

You posted this at 8:01:




which doesn't seem to jive with this:







.

HelenOster wrote:

Apologies; I don't have all the answers personally and am waiting for a call back from the specialist in our purchasing department

I guess I would have hoped for even a quick "Thank you for emailing me Matt, I can assure you I'm working on this and will have more information for you as soon as my purchasing department gets back to me"

Maybe I'm being too forward, maybe I'm just annoyed. I don't know. I am just frustrated in the whole thing. I know it's Christmas, I'm taking that into account, people/companies are busy. Just some contact is all I'm hoping for. Again, maybe I'm asking for/expecting too much. It's just that when I spend my hard earned money and give someone my business, there are certain expectations that come along with that in my mind.

Nikonic1

Customer service is all about giving the customer that "warm fuzzy feeling" IMO. A little single sentence in response can go along way to appease even the biggest hard-ass there is....just to know you haven't been left hanging out to dry; but that someone has truly received your message, acknoledged that it has merit and that your issue is being worked on.

Even if you're not or don't even have plans to do anything with it for a day or so....if the customer knows that they've at least been acknowledged and someone is working on it, they have no reason whatsoever to be upset.

Again, maybe I'm expecting too much or am just out of touch. I can assure you, I am not discouraged and do await Adorama's reply and will post here, objectively, whatever the outcome.

Angelo

holy cow - Matt you are one tough cookie. glad you're not one of my customers

.

Nikonic1

Angelo wrote:

holy cow - Matt you are one tough cookie. glad you're not one of my customers

.

I don't think I'm too tough. Just expect certain things especially when my money's involved. If everyone in this country expected a higher level of precision and hard work maybe we wouldn't be in the sad economic and social state we are now.

To each thier own. Either way, Merry Christmas!!!!!

Nikonic1

As I said, I would post back with the outcome of this little deal. It seems I ordered the last available set of the particular legs and they had walked themselves into an odd spot in thier warehouse, that's why they didn't ship. As for the reason I wasn't contacted about a backorder or that the item wasn't found when they shipped my partial order; I'm not sure about that.

Regardless, Helen did exactly as she said she would, handled this herself and updated me when she had more info.

I guess I'll write off the delays by their customer service staff and lack of contact without my post here to the insanity of the holidays and move on. Helen did a fantastic job, went over and above and that effort is appreciated.

HelenOster

Message from Helen at Adorama Camera

Nikonic1 wrote:

As I said, I would post back with the outcome of this little deal. It seems I ordered the last available set of the particular legs and they had walked themselves into an odd spot in thier warehouse, that's why they didn't ship. As for the reason I wasn't contacted about a backorder or that the item wasn't found when they shipped my partial order; I'm not sure about that.

Regardless, Helen did exactly as she said she would, handled this herself and updated me when she had more info.

I guess I'll write off the delays by their customer service staff and lack of contact without my post here to the insanity of the holidays and move on. Helen did a fantastic job, went over and above and that effort is appreciated.

Thanks Matt - but in truth, I enlisted the help of Jerry in our purchasing to track down these legs - and [provided they don't run away again ] they'll be on the truck tomorrow.
I am sorry that you didn't receive our usual level of service; please don't hesitate to contact me directly if you ever need help in the future and I hope we can make it up to you.

Nikonic1

No worries Helen. I appreciate everyone's efforts. Hopefully someone has put some shackles on those legs so they don't get any funny ideas to walk away.

Thanks again and Merry Christmas! :ivar

wxwax

Helen and Henry's attentiveness to their customers reinforces my feelings about their two fine stores.

HelenOster

Message from Helen at Adorama Camera

wxwax wrote:

Helen and Henry's attentiveness to their customers reinforces my feelings about their two fine stores.

Thank you!

henryp

wxwax wrote:

Helen and Henry's attentiveness to their customers reinforces my feelings about their two fine stores.

Thank you. Kind of you to say so.

Angelo

wxwax wrote:

Helen and Henry's attentiveness to their customers reinforces my feelings about their two fine stores.

angevin1

HelenOster wrote:

Thank you!

Glad to hear Adorama being attentive.

I'd like to ask Helen if she'll chime back in if there is a sure way to get a human on the phone, so I can update my Sig line?

thanks,

ChatKat

Support
I can tell you that there have been a few times what I have ordered needed to come from a warehouse or from the company's rep warehouse so things in the catalogs are not kept at the warehouses of these big stores. They are shipped from outside. There are a gazillion parts to everything.

B and H has never let me down and Henry Posner has always been very helpful.

ole doc

for what it's worth, in the past few months I have made several purchases from Adorama, almost all required customer service clarification before I ordered and can give highest praise for their service and speed of delivery. Of course I am only a postal region or two from their shops in NJ and IL
Nick

HelenOster

Message from Helen at Adorama Camera

angevin1 wrote:

Glad to hear Adorama being attentive.

I'd like to ask Helen if she'll chime back in if there is a sure way to get a human on the phone, so I can update my Sig line?

thanks,

email sent with details.

ole doc wrote:

for what it's worth, in the past few months I have made several purchases from Adorama, almost all required customer service clarification before I ordered and can give highest praise for their service and speed of delivery.
Nick

Thank you!

HelenOster

Message from Helen at Adorama Camera

Molsondog wrote:

If Helen took the time to send this message to every customer for whom she is providing value she would have no time left to provide value.

Actually, I do try my best to keep customers up-dated, even to say, "just letting you know I haven't forgotten you - I'm still working on it", or something like that. This was a slip-up on my part!

henryp

ChatKat wrote:

B and H has never let me down and Henry Posner has always been very helpful.

Well I am blushing now! Thank you.