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I am surprised by Adorama's bait and switch return policy. Not only did they deceive me by not noting a different return policy for the TV I ordered on the page of the item, nor did they note it on checkout, nor did I see it when I looked at their return policy (they have this exception noted elsewhere, and no notation in the 30 day return policy), and their return policy of a 30 day return was noted on my receipt... when I got my TV the day of and opened it, it looked like it had been thrown down stairs. Helen blamed me for not opening it (it was delivered to my office, and the person who signed for it didn't even know it was a TV, and didn't know that it was "protocol" to make the driver wait. The driver didn't tell us to check it, and how could he have known that it was a TV to begin with? He just signs what is delivered). None of this was made clear to me, and Helen continually blames me. I only shop online and have never encountered such rude service and horrible return policy. Why would you buy a TV online if when it arrives damaged, you can't return it?
Sarah W.'s review of Adorama earned 5 Very Helpful votes
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I was sorry to read that this was your understanding of events, Sarah. As I pointed out to you, on the Adorama website it states quite clearly, here: http://www.adorama.com/help/returnPolicy TV Return Policy
“Up to and including 47” sealed in the original manufacturer box never opened, may be returned. (We recommend to apply insurance on shipment),
Larger than 47" cannot be returned. In the unlikely event a TV is defective the warranty is to be handled thru the manufacturer. When your TV is delivered please inspect the TV for any obvious damage. A broken or damaged outer box is a first sign that your TV may have been damaged in transit. Open the box immediately and inspect your TV. If the TV is damaged, have the driver note it on the delivery document and contact us immediately to report the damage and file a claim”.
When an item - ANY item, returnable or not - is found to be damaged upon receipt, our procedure is to request photographs of the damaged item. We forward these to the carrier as part of the claim. I explained this to you, however, while you advised me that the pictures would be sent later today, your assistant (?) told me that he had already packed up the TV without taking any photographs.
You then advised me that you had contacted Amex to request a chargeback - without giving us a chance to make a claim against the carrier for damage during delivery.
Nevertheless, as you know, we HAVE agreed to take the TV back, so I trust that you will remove your multiple postings on Twitter, Yelp, Reselleratings, Site Jabber and TrustPilot.
Helen Oster
Adorama Camera Customer Service Ambassador
Helen@adorama.com