Is Adorama slipping...?

Dreadnote

Here is an email exchange that I have had over the last couple of days pertaining to the purchase of a MB-D12 Grip for my Nikon D800:



Email #1 - An inquiry that I made online using their "contact us" page after being referred to the contact page by the "Chat Now" person to whom I had made the same inquiry:

Department: Help with our site
Topic: Other...

Comment:
Looking to buy a NIkon MB-D12 and I notice that you are no longer offering free shipping. I wanted to see if you would before I order one from B&H who is offering free shipping and the same price, as I would prefer to do business with Adorama.

Thanks,

Jason King



Response:

Hi Jason,

Thank you for contacting Adorama.
We suggest you contact our Sales Team at sales@adorama.com
to get the best shipping method offer as possible.


If you have any further questions, or require additional assistance, feel free to contact us. You may reply to this e-mail or call our toll-free phone number: (800)223-2500.


Thanks for Shopping with Adorama.

Leona M.
Customer Service Specialist
www.adorama.com - More than a Camera Store
(800)223-2500.



Email#2

It's interesting. For a company that boasts of having the best customer service, this is the second time the buck has been passed to someone else.

Sent from my iPhone


Response #2:

Hi Jason,

We have further check the item you are inquiring about and below are our findings.

We offer NIkon MB-D12 for $369.00 with free SKU INKMSD12 (adorama promotion). The regular price of the SKU INKMSD12 is $39.95 but we give it for free. Although, there is a shipping cost of less than $10.00, you will still save more dollars.

However, the Nikon MB-D12 from B&H might have free shipping but it doesn't have any free accessories at all. If you will purchase the AA Battery holder, it would be an additional amount on top of the $369.00.

If you just need a Nikon MB-D12 alone with no accessories, we can offer you SKU: INKMBD12G which is a Grey market for $339.95 plus shipping.

Grey market is merchandise imported directly from country of manufacture and not thru the authorized agent / distributor. Grey market items have a one year warranty thru Adorama.

Please let us know what you prefer.

We do apologize for any confusion.

If you have any further questions, or require additional assistance, feel free to contact us. You may reply to this e-mail or call our toll-free phone number: (800)223-2500.


Thanks for Shopping with Adorama.

Leona M.
Customer Service Specialist
www.adorama.com - More than a Camera Store
(800)223-2500.


Email #3:

You know it is funny… I'm asking you a pretty simple question about getting a shipping fee waived due to the fact that all of the similar products that you offer for sale on your website have the shipping fee waived and the fact that your biggest competitor also waives the shipping fee on the exact same product. But instead of saying "no problem, we will waive the shipping fee because we appreciate your business", business that has amounted to several thousand dollars over the last couple of years, but no. Twice from people working for Adorama I have been told to go talk to someone else, and then now I get some garbage story about "free accessories". The "free accessories" are part of the product and come standard inside the Nikon box. This has been true of every version of Nikon Battery Grip as far back as they have made them. Using AA batteries is one of the main reasons that the grips are made and sold in the first place. So, in short, your reply and your company's advertising of "free accessories" that are in fact part of the main product and that would have to be removed and repackaged to accurately list them as "free add-ons", makes you look dishonest and a bit lazy as any 30 second visit to:

http://www.bhphotovideo.com/c/product/843384-REG/Nikon_27040_MB_D12_Multi_Power_Battery.html
or
http://www.nikonusa.com/en/Nikon-Products/Product/Power-Packs/27040/MB-D12-Multi-Power-Battery-Pack.html

would clearly reveal.


Previously, I had felt that Adorama deserved a bit of customer loyalty due to the efforts made to involve new photographers over at Adorama TV, but you have given me reason to rethink that stance.



Sincerely,

Jason King


Reply #3:

Still awaiting the reply. Will let you know how it goes.


Have any of you ever got the run around from Adorama? I'm hoping that this is just one person and not a new company position modeled after the shady New Jersey outfits. I just think that it is interesting that after feeding me a line of bull, they offer me a "Grey Market" item that violates their distribution agreement with Nikon. I would have much preferred an answer of "no free shipping for you" then some BS runaround.


Below are attached pics from the Adorama, B&H, and Nikon websites. Notice how Adorama advertises as a "Valuable Free Accessory" worth $39.95, something that is already in the box.

Dreadnote

Adorama webpage:

Dreadnote

B&H webpage:

Dreadnote

Nikon webpage:

Qarik

heh..so the way I see it. You are asking for a freebie, they are politely saying no. You keep asking though.

divamum

Have to agree with Qarik. You asked, they said no. Free shipping is nice, but it's not a "requirement" for a vendor to offer it. I'm surprised they aren't willing to match B&H on it, but apparently not.

Btw, does this mean the wonderful Helen Oster is no longer their customer service guru? That would be a major bummer - I love working with Helen!

Dreadnote

Not really asking for a freebie. I always could and after this will get exactly what I wanted from B&H. I was trying to give them the business. Which I guess they don't really care about that much.

If the answer is NO, I'm ok with it. Just say no. What bugs me is the half assed, poorly worded, improperly spelled, clearly not proof-read answer, the (in my opinion) dishonest attempt to act like they are giving you something that they aren't, and the fact that it took 3 conversations to get there.

Or maybe I'm just cranky.


But, can you honestly look at that screenshot on post #2 with box showing the "valuable free accessories" which we all know are part of the grip and included in the Nikon box and tell me that that is not at least a little bit shady? It's like selling someone a pair of shoes and telling them that the shoe laces are "valuable free accessories" that you'll only get if you buy the shoes from us when we all know that every pair of shoes comes with laces. It just seems that a mind that thinks like that is just looking for a way to rip you off.

If these people were my employees, then they would know that when a customer asks you a question that you don't have an answer for then you refer it internally to the right person / department so that they can respond with an appropriate response, even is the response is "no", which in this case would be a stupid answer anyway, since there are at least 3 after market grips they are selling that had the free shipping I was asking for, and since this Grip had free shipping last week. I just find the whole thing aggravating. Needless to say Adorama is now choice two or maybe three when it comes to future purchases.

HelenOster

Dreadnote wrote: »

Here is an email exchange that I have had over the last couple of days pertaining to the purchase of a MB-D12 Grip for my Nikon D800:

I apologize that you felt you were being given the runaround, Jason. The answer is that the CS team members are not authorized to make decisions about discounts on products or shipping, because they don't have the knowledge or expertise to make these judgments. Only the sales reps can do this.

I can appreciate that you feel frustrated by this policy, but if you email or call into the sales department you can be assured of a speedy decision.

Toll Free: 800-223-2500
Local: 212-741-0052

E-mail:sales@adorama.com

'phone Order Hours:
Sun: 9:30-5:00, Mon-Thur: 9:00-7:30, Fri: 9:00-5:00

For direct contact with a rep, I suggest you speak to either Steve Chill - stevec@adorama.com or Manny Nunez - mannyn@adorama.com

If you continue to have unresolved concerns - now or in the future - you are most welcome to email me directly: Helen@adorama.com

NB Thank you for flagging up the content of the email that was sent to you; a number of our employees do not have English as a first language, nevertheless you are 100% correct that the correspondence was poorly worded, and there can be no excuse for that. I will be raising this with the CS Manager.

henryp

Dreadnote wrote: »

Quoting Adorama:
However, the Nikon MB-D12 from B&H might have free shipping but it doesn't have any free accessories at all. If you will purchase the AA Battery holder, it would be an additional amount on top of the $369.00.
Thanks for Shopping with Adorama.
Leona M.
Customer Service Specialist

Leona is mistaken. Our web page for the MB-D12 is explicit. The "In the box" tab lists:
MS-D12EN Li-ion Rechargeable Battery Holder for MB-D12 Battery Pack
MS-D12 AA Battery Holder for MB-D12 Multi-Power Battery Pack
Holding Case for Battery Pack
Contact Cap
User's Manual
1-Year Limited Warranty

HelenOster

henryp wrote: »

Leona is mistaken. Our web page for the MB-D12 is explicit. The "In the box" tab lists:
MS-D12EN Li-ion Rechargeable Battery Holder for MB-D12 Battery Pack
MS-D12 AA Battery Holder for MB-D12 Multi-Power Battery Pack
Holding Case for Battery Pack
Contact Cap
User's Manual
1-Year Limited Warranty

I'm sorry, Henry

I've made her manager aware that if information is given out to customers, it needs to be accurate!

Dreadnote

HelenOster wrote: »

I apologize that you felt you were being given the runaround, Jason. The answer is that the CS team members are not authorized to make decisions about discounts on products or shipping, because they don't have the knowledge or expertise to make these judgments. Only the sales reps can do this.

I can appreciate that you feel frustrated by this policy, but if you email or call into the sales department you can be assured of a speedy decision.

Thanks for taking an interest in what I thought was an extremely frustrating exchange. But if I might, refocus the conversation a little, I am more interested in what you might have to say about the "elephant in the room" than I am in $7.00 in shipping fees. The shipping fee is after all less than I am likely to spend the next time I roll through Starbucks.

Dreadnote wrote: »

But, can you honestly look at that screenshot on post #2 with box showing the "valuable free accessories" which we all know are part of the grip and included in the Nikon box and tell me that that is not at least a little bit shady? It's like selling someone a pair of shoes and telling them that the shoe laces are "valuable free accessories" that you'll only get if you buy the shoes from us when we all know that every pair of shoes comes with laces. It just seems that a mind that thinks like that is just looking for a way to rip you off.

Though I am well aware that CS likely has little or nothing to do with marketing strategies, I am confident that you know or can get in touch with the people that make such decisions. This is the issue that fueled the flame and the one that causes me to be concerned with Adorama. It strikes me as quite the paradox, that a company that holds values and integrity in such high regard as to close down their website ordering out of respect for the Sabbath, would appear to be deliberately misleading their customers. Or, perhaps I have somehow totally misread what is going on here? I am willing to admit I am wrong if you can demonstrate to me that it is so.

HelenOster

Dreadnote wrote: »

.....I am confident that you know or can get in touch with the people that make such decisions. This is the issue that fueled the flame and the one that causes me to be concerned with Adorama.......

I already messaged the purchasing team - which is responsible for posting product details to the website - and asked that the listing be amended.

I see that it hasn't yet been carried out, so will send a reminder this morning.

There was certainly never any intention to mislead; mistakes occur but when we are made aware of them we correct them. I always appreciate when customers bring such errors to my attention, however, I do not have your email contact details......

HelenOster

Just received a response from the purchasing department; apparently, the bundle contains 2 x SKU # INKMSD12. So I guess that does mean it contains (or rather, contained) a free accessory as compared with other retailers?

To avoid confusion, we will remove the additional INKMSD12, Nikon MS-D12 Replacement AA Battery Holder, along with the wording: Includes Valuable Accessories Free

ziggy53

Thanks Helen.

Matthew Saville

Every large company gets their facts or promotions or accessories mixed up, sometimes. The larger the company, the more it is possible for you to find yourself communicating with someone new who doesn't know how to properly respond to a "freebie" question. They're probably afraid that if they don't play it by the book and simply quote the product page (even if it's misleading) and be firm when asked to do something for free, ...they'll make a bad impression on their supervisor, or even lose their job.

At least you're not shopping at one of these stores! http://www.slrlounge.com/how-to-spot-a-scam-camera-buyer-advice

As a bit of un-official feedback to the folks at Adorama and B&H- I gotta say that customers these days are VERY savvy about included accessories VS and bundled add-ons, etc. Across the board, all of the big-name retailers should strive to make these things more clear and easy to understand. Nobody expects every product and promotion to be exactly the same price, and you can't win 'em all. It's just human nature to ask for a deal.

=Matt=