I ordered a brand new Softbox and the package arrived on Monday 2/8. When I opened the shipping container (which was perfectly fine and intact), the manufacturer's box looked worn and re-taped as if it was an open-box item. When I opened the manufacturer's box, there were no tags or any product information material in it. When I removed the softbox from the case, I was horrified to find that the softbox looked USED, the metal ribs were BROKEN and screws were missing or had fallen out. I was sent a broken (and probably used) item! I immediately called your customer service and Polly told me to send (via email) pictures of: the item, manufacturer's box and shipping carton. I did as she instructed that same day. The next day, Tuesday 2/9, I receive an email from Polly (from a different email than the one she told me to use) reminding me to send her an email with the pics. So this time, I copied the email I had already sent the previous day, attached the pictures again, and sent as a reply to the email she had written me from. I have not heard back yet. All I want to do is get this item exchanged for what I paid for: a brand NEW undamaged, working softbox. It didn't even come with the bulb that it was supposed to come with. I have never had a problem with Adorama before and I have ordered from you many times over the years. Should I continue waiting for Polly or someone from your customer service to email me back? Please help.

asked by Laurie L. on 2/11/16