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Adorama Reviews Summary
The company has garnered a mixed reputation, with some customers appreciating the speed of product delivery and the variety of available electronics. However, a significant number of reviews highlight serious concerns regarding customer service, including unresponsive support, misleading information about product availability, and difficulties with returns and refunds. Many customers reported feeling frustrated with the lack of effective communication and resolution to their issues, leading to a perception of unprofessionalism. Overall, while the company offers appealing products, its customer service approach appears to be a critical area needing improvement to enhance customer satisfaction.
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Just received another order from Adorama Camera. Placed order yesterday - received less than 24 hours later. If that's not excellent service, I don't know what is! Packaging was perfect and the item is exactly what I needed. I'd give 10 stars if I could
Adorama have good prices but they need improve the customers services, send orders confirmation and Instructs a some guys there do not be rude with customers. Ordering with Adorama would not has to be a headache. Employees who works as "Customers Services Representatives" must pay attention to their voicemail and return calls. I faced a hard experience with my last order because the bad communication.
Okay first of all I would like to say this was my first time ordering from Adorama cameras. I went online on cyber Monday to get a good deal... I ordered a camera and never received a confirmation that they sent my order. I started to get concerned cause it had been 8 days. So I had to contact them and after 2 days later finally got a email saying they where sorry they where out of stock. It would have been nice for them to have gotten back to me before 10 days. If I hadn't emailed them how long would it have been before they got back to me. Very unprofessional. I am going on a trip to NZ for Christmas and wanted to have a nice camera to take pictures. It was my first and last time using Adorama cameras!
I'm so very sorry to see this, Azalea. All back order emails should be triggered by our automated system, so I'd welcome the opportunity to understand why you didn't receive one. Can you please email me; Helen@adorama.com with your order number, and I will give it my immediate attention.
Please accept my sincere apologies for the disappointment and frustration caused, and I very much look forward to hearing from you.
Helen Oster
Adorama Camera Customer Service Ambassador
Helen@adorama.com
I think it's interesting that 1/2 of the reviews here are one star.
They're not doing too well here either: http://www.consumeraffairs.com/cameras/adorama.html
Amazon seems to be squashing negative reviews or I would have known about this company and avoided them.
I'm going to add another one star review.
I tried to cancel an order approximately 30 minutes after placing it. I didn't receive a response so I sent a second email. Their response was the item had shipped and they couldn't cancel.
They charged my credit card and here it is 5 days later and there still isn't any active tracking information.
You may pay more for something someplace else but the couple of bucks is worth it to avoid taking a change with this company.
Never again...
I'm so sorry that this has been your experience, John, and I'd welcome the opportunity to help you to resolve the problem with the outstanding charge. Could you please email me: Helen@adorama.com with your order number, and I can give this my early attention.
Please accept my deepest apologies for the frustration caused, and I very much look forward to hearing from you.
Helen Oster
Adorama Camera Customer Service Ambassador
I had a very good experience with these guys. Thanks
I'm 0 for 2 with Adorama. Both purchases were a flunk when I had to make a return. They did take the return but my husband and I both found them to be rude. I'd stick with either B & H Photo or Samy's, both have been the best for camera purchases in our book!
I was so very sorry to read that this was your experience, Sylivia, and can assure you that at Adorama Camera our service to customers is just as important as the range, quality and price of the products we sell.
We therefore take all customer feedback very seriously and try to use it to develop and improve everything we do. If you could please email me with your order number I would be extremely grateful. Also, if you can recall the date and time of your call, plus the number you called from we can listen to the recording of the call and use it to address what sound from your description to be completely unacceptable failures by a member of our call center staff team.
Please accept my apologies for the frustration and disappointment caused, and I very much look forward to hearing from you
Best wishes
Helen Oster
Adorama Camera Customer Service Ambassador
Helen@adorama.com
HORRIBLE. I placed my order on Thursday 10/9 and chose $23 2 day shipping so that I could receive it by 10/15.
I received an order confirmation email right after. It says your card will not be charged until the order is shipped. My card was charged on 10/10 (it wasn't shipped).
I thought that there may have been a delay from Columbus Day so I waited until today 10/15 to check my order again. It still hadn't shipped.
I wouldn't have chosen the 2 day shipping if I thought it would take more than 3 business days to ship.
I called and explained my situation. The man I spoke with told me my package was packed and in the warehouse ready to be shipped. So I asked to have it canceled, since the website states you can cancel an order if it has not been shipped. He sounded worried and unsure and told me he could not do that since it was already packed and invoiced. I asked to speak to someone else.
They told me that their shipping department is closed until Monday 10/20. When ordering I saw there was a banner at the top of the website stating their NY store was closed until 10/18 for holiday. But when I ordered there was NOTHING saying that online orders would be delayed.
They claim that they will cancel my order when all departments open on Monday and that I will have a refund a few days after. I have a feeling this isn't going to happen.
I'm glad I looked up the reviews before I called so that I knew to record the conversations. I hope I will be fully refunded. If not this will get VERY messy.
NEVER ORDER FROM ADORAMA
I apologise for your disappointment, however, there is a message on the shopping cart before you check out - if you click it you get the following:
"Orders submitted to us during the Sukkoth Holiday (Wednesday, October 8 at 12:30pm thru Thursday evening October 16 at 7:00pm) will be shipped Monday October 20th and will be delivered to you no later than Friday October 24th or earlier (depending on your Zip Code) Where necessary we'll upgrade the shipping method at our expense*"
If you would like to email me directly with your order number: Helen@adorama.com, I will see what I may be ale to do re: cancelling your order.
Please accept my apologies for the disappointment caused, and I very much look forward to hearing from you
Best wishes
Helen Oster
Adorama Camera Customer Service Ambassador
Helen@adorama.com
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?
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
This is not the best company available online they are only providing the service product order and only receiving facilities. Once you make an order with them then you cannot be canceled. Shipping cost or product cost is not refundable. They are charging high amount from the customer in the name of shipping. So customer it is better avoid this company product.
Hi Tyler
I was concerned to read that this has been your experience of ordering from Adorama. As one of the world's largest independent photography retailers, founded over 30 years ago - with a flagship store in NYC - we take service, pricing and customer care very seriously.
Orders can most definitely be cancelled if you change your mind, provided they have not already entered the shipping process.
We also refund the cost of most items returned to us within the first 30 days, as per the terms and conditions on our website: http://www.adorama.com/help/returnPolicy
In addition, we will usually refund the shipping costs of an item that is found to be non-functioning upon receipt by a customer.
As I’m unable to identify your order from your posting, it would be helpful if you could provide me with more information so I can investigate this further, and pass feedback along to the relevant department.
You can contact me by emailing Helen@adorama.com and I’ll do my best to help you out.
Please accept my apologies for the disappointment caused, and I very much look forward to hearing from you
Best wishes
Helen Oster
Adorama Camera Customer Service Ambassador
Helen@adorama.com
I really desired to like Adorama, but I can't suggest them at all because I have had problems with both of my past purchases through Adorama and the owner’s attitude and the customer support team service has been very cold and annoying.
I was so sorry to read that this has been your experience, Jeffery. At Adorama Camera our service to customers is just as important as the range, quality and price of the products we sell. We therefore take all customer feedback very seriously and try to use it to develop and improve everything we do. If you could please email me with more details of your less than satisfactory Adorama purchasing experience, I would be extremely grateful.
Please accept my apologies for the disappointment caused, and I
Look forward to hearing from you.
Best wishes
Helen Oster
Adorama Camera Customer Service Ambassador
Helen@adorama.com
I had purchased a camera lenses and the camera bags that fits well my camera. It was really very easy to order the things from this site. The lenses were really good and the camera bag too. But the skin of the bag is not so nice. It’s likely to get removed.
Thank you for leaving your SiteJabber feedback following your recent visit to the Adorama website, Mary, although I was concerned to read that you are unhappy with the finish of the bag.
I'm not able to identify your order without additional information, but if you could please email me directly: Helen@adorama.com, with your order number, I can forward this on to our Purchasing Department to see if this is an ongoing issue or a unique unfortunate incident you experienced.
Please accept my apologies for the disappointment caused, and I very much look forward to hearing from you
Best wishes
Helen Oster
Adorama Camera Customer Service Ambassador
Helen@adorama.com
Hus far I've made 3 Orders from Adorama since dumping B&H for terrible shipping issues. Two out of the Three were items that were apparently Back Ordered but not listed on the site as such, one being a rather expensive and time sensitive order. I only found out either of these orders were in fact delayed do to Back Order because I randomly decided to check my order status. When I called customer service I could barely get an answer on when my order would in fact be filled. I was vaguely told sometime first week of September. Looks like I will yet again have to find a new company to purchase from.
Adorama Is willing to give Customer Information Out to Other Customers! I incorrectly thought someone I know ordered the same product as me the same day I did but did over night so their order wasn't back ordered. I called and complained and Customer Service; ** was his name; was all ready to give me the Order Information of this person if I had the Order Number. That's right they were going to give me Order Information on someone else's order.
When I called a 3rd time to found out when my Order would be filled as the week had lapsed in which supposedly it would "Exactly Maybe be Filled" by I was again informed that Warehouse Information wasn't linked to the Website and they couldn't give me an Exact time frame. Not even an Exact Maybe this time. I inquired about another Order that was also Back Ordered and Customer Service checked the Warehouse and said it was still not available with No ETA. 3 Hours later it shipped. That's right their Customer Service Reps can't even see when something is or isn't in Stock.
I have reviewed them on Yelp and Facebook. Five Days ago I was asked to e-mail a Relation's Rep directly. She choose 5 Days later to publicly blast me on Yelp instead of dealing with me directly, including lying about the situation.
This Order has cost me more money then I was "Discounted" in the purchase. Don't EVER use them. Their Policy is to Blame Customers.
**[personal info redacted by admin]
I can appreciate you being upset and can see that you are posting feedback across multiple sites, Jill - but I'm not sure what it is that you want me to do to assist you at this point?
As I said previously, the Call Center reps who told you that the warehouse isn't linked to the online stock notification info are quite simply incorrect. It may be that they are new into their jobs; I don't know, but if you can tell me their names their manager will address it.
Adorama is shipping out over 5,000 packages a day, and if we didn't have an effectively linked stock control system we would be bankrupt within a month.
This is how it works (every delivery is scanned into the system when it arrives, and scanned out again to be picked, packed and shipped) https://www.youtube.com/watch?v=mKwydXTTIKo&feature=related
I have no intention to bully you or blame you, and I'm not sure from my responses why you would think so. My job is to act on behalf of customers to give additional support when things go wrong. My problem now is that I really don’t know from your emails etc what help it is that you are seeking.
As I noted in an email to you yesterday, the reason someone who placed an order the same day as you could receive his order, but your order was flagged as being 'out-of-stock', is this; assuming we had 120 units of a particular item in stock, but within a period of say 10 minutes we received 121 orders via our website, via Amazon or buy.com - or one of our many other affiliates - in our store or by 'phone - it wouldn't be immediately obvious which customer was going to be disappointed.
The feed is updated every half hour; it isn't updated immediately to allow customers who may have a change of mind to finalise their purchases.
Although the feeds and stock update system are both fully automated, the CS rep you spoke to was aware that last week there were some IT issues with our system.
He asked for the order number of your friend - the one you said placed his order the same day as you, but his order was shipped while yours was not - in order to double-check that the problems we'd been experiencing hadn't caused problems in order fulfilment. Without the order number he would not have been able to check this information, and listening to your phone call, you sounded pretty insistent that you wanted this clarified. Had you given the order number, all you would have been told is either ‘yes’ he placed his order before you while we still had stock, or ‘no’ he did not and there was clearly an error in the system.
If you can let me know what you would like me to do to make this right, at the same time as you give me the names of the Call Center reps who gave out incorrect information that would be helpful.
Thank you
I look forward to hearing from you
Helen Oster
Adorama Camera Customer Service Ambassador
Helen@adorama.com
Don't buy from Adorama they are not the only store shop arround their retun policy sucks like their costumer service i bought a samsung laptop that took 7 days to get to my address the laptop sucks i had it for 3 days and i want it to be exchange for another laoptop more expensive i was willing to pay the difference and a restocking fee but they don't listen to you they keep telling me to contact samsung why? The laptop is not defective the thing is that it sucks and they keep saying to me that the policy is unbreakable i told them i don't want my money back i only want to exchage it for a better laptop but is like talking to a wall do not buy from them read all the bad reviews buy from best buy or even walmart don't make the same mistake i did check other stores with better policies.
We are sorry to hear this item is not working out for you, as this item can normally not be returned, as per our return policy:
However, if you would like to send it back to us, please do so following the instructions here:
http://www.adorama.com/help/returnPolicy
Please click on the link on that page to download - and complete - the returns form. Don't forget to include it with your return.
After you have returned the unit, we will examine and process your return and charge a restocking fee which can be anywhere from 15% to 50% depending on its condition.
If the unit is in pristine condition, we hope to be able to process your return with the minimum 15% restocking fee.
If not, we will notify you and give you the opportunity to either accept an increased restocking fee, or as a courtesy, we can send the unit back to you.
Adorama Camera reserves the right to refuse return, refund and/or charge a restocking fee for any product that doesn’t comply with the above mentioned requirements.
Thank you for shopping with us; we do appreciate your business and hope this can resolve the problem and keep you as a valued customer.
Thank you for your patience and understanding,
I hope this helps, but please don't hesitate to come back to me if I can assist with anything else, now or in the future.
Best wishes
Helen
Helen Oster
Adorama Camera Customer Service Ambassador
Helen@adorama.com
I haven't even received my order yet and am already extremely annoyed with this company, and never plan to make another order with them.
I ordered a fairly pricey laptop from them almost a week ago. I first contacted their customer service over email to question why I never received a confirmation email, and it took two days to get a response. The email told me that I would need a tracking number to get my question answered, which I was unable to do because I never got any sort of email after ordering, confirming my order or giving me a tracking number.
My next step was to call customer service, which was terrible by the way. She told me that the money was taken out of my account and the laptop was already shipped. I then asked if I would get a confirmation email with the tracking number, and she said I SHOULD be getting one shortly. Well, two days passed and I never received an email.
So, I called customer service again, assuming that if they could tell me my package was shipped they could possibly tell me my tracking number, which apparently they couldn't. So I demanded that they send me an email with the confirmation email. It has been 1 day, I have not received 1 email from the company.
I advise any person looking into ordering from this company not to. Save yourselves the hassle and money, and learn from my mistake. Like I said I haven't even received my package yet, but after reading reviews on here, I am not very hopeful.
Dear Britany
Thank you for leaving your SiteJabber feedback following your recent order from the Adorama website, although I was deeply concerned to read that this was your experience.
I would very much welcome the opportunity to help you, but can't identify your order without additional information.
Could you please email me: Helen@adorma.com with your order number, and I will give this my immediate attention.
Please accept my sincere apologies for the frustration and disappointment caused, and I very much look forward to hearing from you
Best wishes
Helen Oster
Adorama Camera Customer Service Ambassador
Helen@adorama.com
I have ordered 4 cameras, multiple lenses and many different camera accessories from Adorama over the last 7 or eight years and have had no problems at all, nada.
I have returned items with no problems, talked to sales and customer service people and have always been treated fair and honestly.
I find it almost impossible to believe the 1 star reviews that I see on Sitejabber.
I would highly recommend Adorama to anyone in the market for camera equipment.
It's hard to say anything about Adorama that isn't merely a gushing rave. They are WONDERFUL. Fabulous customer service (if you ever have a problem, just contact Helen Oster, their "Customer Service ambassador" who seems to be online 24/7 and always available to troubleshoot), huge selection of gear and great prices.
Very happy many-time customer - can't recommend highly enough.
I purchased a new Nikon D-610 camera from them. They had an incentive going on where it included additional stuff for free including a hipster camera bag. I recieved the order and extra items exactly as expected. However, the free bag was too small for my camera. With the lens attached, the camera was 8 inches long and the bag only had 6 inches of space. I contacted customer service and they immediately sent me a new bag that my camera fits it and a paid return label to send the other one back. No arguments, no hassle. What a great company to deal with.
Thank you, Evan; it's always good to read when an Adorama customer really gets top service!
Best wishes
Helen Oster
Adorama Camera Customer Service Ambassador
Helen@adorama.com
Worst Return policy. Do not buy any laptop, tablet, net book, television.
Adoroma Return Policy
"Notebooks, Netbooks, Tablets, iPads and Computers cannot be returned or exchanged once opened or unwrapped."
All TV's up to and including 47" that are sealed in the original manufacturer box (never opened) may be returned within 30 days for a refund.
For the first 30 days after your purchase you may return merchandise for a full money back refund, excluding any shipping charges.
I'm truly sorry to read you feel this policy is unfair, as you will find that the majority of other similar, equally reputable retailers offer exactly the same returns policy on these types of items. This isn’t Adorama’s decision alone, but part of our agreement with those suppliers.
However, it does not in any way affect your warranty, which runs from the date you receive such items and simply means that if any requires warranty service or repair that you deal directly with the manufacturer.
At Adorama Camera our service to customers is just as important as the range, quality and price of the products we sell. We therefore take all customer feedback very seriously and try to use it to develop and improve everything we do.
Nevertheless, we believe that this policy is preferable, for two reasons: Adorama is a speciality photography equipment supplier. Many of our employees are pro photographers in their own right and are therefore more than able to offer telephone support and trouble-shooting etc as required. However, when it comes to gear such as laptops, TVs etc, we simply don’t have that level of expertise.
In addition – and for the majority of our customers who express a view they feel this is a big ‘plus’ – as we do not ever accept returns of such items, there is absolutely no possibility that we could, in error, send you out a unit which had previously been returned by another customer for any reason. Therefore, your rights as a consumer are much better protected.
The Internet is filled with horror stories of customers who have received used / previously sold and returned laptops etc from less scrupulous retailers. With Adorama’s policy your consumer rights are still protected fully by the manufacturer warranty, but you can shop in confidence.
Please accept my deepest apologies for any disappointment or frustration caused; we value your business, and I hope that you will re-consider the benefits of shopping online from Adorama.
Best wishes
Helen Oster
Adorama Camera Customer Service Ambassador
Helen@adorama.com
Customer Service was fantastic at helping me with my product questions. I have no photo experience and was purchasing for a gift. The representative was friendly and informative. The product prices were comparable to other top sites, and shipping was much more reasonable here! After that, there was no question that I would place my order with Adorama!
Thanks, Dion! Lovely to read of your great Customer Service experience, which I'll be sure to copy over to the CS Manager to share with his team!
Best wishes
Helen Oster
Adorama Camera Customer Service Ambassador
Helen@adorama.com
I hate to do this, but maybe it will get the attention of someone at Adorama so they can do something about it. I have placed 5 orders with Adorama this year from $2300 to $20 with no issues except for this one. I ordered a Canon lens and chose the free shipping. First off, I would not have chosen the free shipping if I had realized it was via the USPS. I went back after I received the shipping notification to make sure I didn't just overlook something that said USPS. It did not say anything about USPS. When I received my lens, it was packaged in a floppy plastic mailer bag. I am talking the plastic bags that clothes are shipped in. It did have some bubbles on the inside, but they gave no rigidity to the plastic at all. Granted the lens I purchased is not a super expensive lens, but it is a lens nonetheless and should be handled with care. I thought maybe it was just someone who was careless in the shipping department and I did some searching online. I have found numerous reviews of people receiving things like lenses and even cameras in plastic bags. I sent an email to Adorama the day I got the lens and politely told them that I received my item in a plastic bag and asked what they would like to do about it. No response. So I just sent another email requesting a paid return label so I can return it and order elsewhere. If I do not receive a response by tomorrow then I am going to call and I really hate calling and dealing with those things. If this isn't handled in a timely manner, then I will never order from Adorama again and I will make sure my fellow college photography students know of my experience. My hope is that this review gets the attention of someone and this shipping issue gets taken care of.
This was from my first review in January 2014 after I made my first purchase with Adorama.
I purchased an iMac that ended up being $100 cheaper than anywhere else on the internet. I used my Chase debit card and got 2% back. The ordering was easy, the customer service was nice, and the shipping was fast. The computer and SuperDrive were packed up nicely for shipping. I have no complaints.
Thanks so much for the review, Amy - I made sure to copy it over to the CS Manager to share with his team, and to the Head of our Distribution Center - where the orders are packed up for shipping.
Best wishes
Helen Oster
Adorama Camera Customer Service Ambassador
Helen@adorama.com
From the business
Adorama is the world’s only full-service destination for photo and electronics. We’re more than a camera store – we offer the best selection and prices on consumer electronics such as home theaters, mobile computing, home office equipment and more.
Adorama is listed as one of the top five electronics retailers by Consumer Reports, “Best of the Web” by Forbes.com, Internet Retailers Top 100, and is the official Electronics Retailer of the NY Giants.
Adorama is more than a camera store - we pride ourselves on being the world’s only full-service destination for all of your photo and electronics needs. Whether you want to print a wedding album, sell an old piece of equipment or rent a camera for a weekend getaway, Adorama can help. We even have entire departments set up just to train, inspire and teach.
- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
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- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
Andres, I would love to help resolve the issues you described, but as I replied to you last week, I really do need a way of contacting you. Without an order number I can't ID your transactions! Please email me; Helen@adorama.com. Thank you
Helen Oster
Adorama Camera Customer Service Ambassador