STAY AWAY and here's why...

On 9th of March 2021 I ordered Canon 24-70mm f4 L IS USM lens, which cost me 749 EUR. I started using it and the photos were not turning out as they should and eventually I brought it to a professional photographer to identify the issue. He confirmed that the diaphragm of the lens is not working properly, which is why I am getting overexposed images.

On August 14th I contacted RhinoCamera support service to inquire about the resolution of this situation. They advised me to send the lens to Rhino Returns address and said that it will be repaired.
Rhino Returns
Business Centre Twente
Molenstraat 20
Hengelo
7551 DC
Netherlands

The lens was delivered to them on the 8th of September 2022 and I did not hear back from them. On the 8th of November I contacted them to inquire about the status of my lens. To which they replied that they have not received it and that I should provide proof of the delivery. I provided them not only the tracking records, but also went to the delivery company to provide a proof of delivery with signature.

I have all the proof that the faulty lens was delivered to the Rhino Camera returns address and even have a proof of recipients signature. After providing all this proof to Rhino Camera, they still say that they have not received my parcel and they are not willing to do anything about it. Instead they are telling me to check with the delivery company.

I have sent yet another email today on the 10th of February 2023 to ask for a replacement or a refund. But it seems that they are not willing to find a resolution of this matter. This leaves me no choice, but to WARN everyone else NOT to order from this site. It is clear that they are NOT and honest business.

Also, I will be reporting them to all the review sites, because I have proof that they offer a free memory card, battery or UV filters in exchange for good reviews. This behavior is against the guidelines as they offer incentives in exchange for reviews. This is exactly the reason why you see so many good reviews here.

This company is not the be trusted. From the moment I paid my 4,500 euro for a Sony FX3 camera things seemed off. They were looking for information that would be unusual like bills and bank statements, and identification. I gave them all of this including a photo of a box from DHL with my address because my utility bill and bank statement wasn't enough. I asked why did they need this information. I got no response on the question at any point.

The emails soon when dead with no order confirmation, invoice or update on the product. Only after asking for these details I was given a response. Another week went by and I was told my order would be sent with 5-7 days. I was happy and moved on. A week and a half went by, keep in mind I've paying clients shoots during this time I need a b-cam for, I got no camera and no delivery person at the door.

I send a quick mail asking for a tracking number with an informal response saying I'll track that down for you. Another week goes by and I now ask for a refund as no tracking number was sent, no information on delivery and with this camera needed asap I would get it locally much faster.

Rhinocamera.com and Rhinocamera.de are now refusing to refund this money and have written excuses that I do not live at my address and that I did not answer their phone calls. I have no missed calls and my very clear line of communication via email is not being replied to. Send me a tracking number and I'll know when to be at home.

Buyer be very aware, stick to reputable companies. I'll be happy to send all records of these emails to the Trust Pilot team for verification. I also have screeshots of the seven times I called the number they provided to a manager. I'm still trying to get my 4,500 euro back after a month since purchasing. Fingers crossed they don't run with it. We have logged a report with the CCPC (The Competition and Consumer Protection Commission) to aid us in the issue.

Week 9 update: Unfortunately all attempts to refund or deliver the package have been stopped by the seller Rhinocamera.com. After looking through the many 1 star reviews on Trust Pilot I'm seeing the same patterns being made. Refusing to refund payment, not giving a tracking number for the package from the supposedly refused delivery, not providing a tracking number for a replacement package, harassment via email and scheduling calls on the weekend to a Spanish number that does not answer (7 attempts with photo evidence). All highly suspicious.

I could post the name of the individual I'm dealing with but I'd like to respect personal info as much as possible here as this is a professional issue and not a personal one.

I will be contacting the unfortunate people who have left reviews of their customer service to participate in a video review only sharing our personal experience with this company to protect future potential buyers. No one should have to go through this harassment and also have their money withheld. Please reach out if you've had any issues and I'd be happy to chat.

Extremely poor experience with this company. Cannot in good conscience recommend them. Save yourself the trouble and go somewhere else with actual customer service and real products. Started dealing with fiasco on the 15 November. Got no tracking number or information on my order so got in touch on the 22 November - when the item should have already arrived theoretically, but it hadn't. Was met with some explanation about DHL having delays due to pandemic restrictions which I am not even sure are true but I gave them the benefit of the doubt. I hear nothing and receive no package once again so I mesasge on 29 November. I get an apology for the delay but just vague information and nothing concrete about if and when I might receive this lens. I get a response in Dutch two days later which is a bit strange considering we have been conversing in English but no matter, I understand Dutch and still ask the same questions as I have not received any information. I wait a few more days again, nothing. I message on 3 December to ask for a tracking number. Now all of a sudden he responds saying the parcel is 'unable to be located' and he 'set a deadline of 12pm Monday to locate the parcel or they will block and claim the parcel and resend another parcel immediately but (I) can guarantee you that you will receive your parcel, either the existing package or a new package". It felt promising but I was getting a bit weary of all this suspicious back and forth. Thus I immediately responded "Hello M,
Where is the parcel being shipped from? I was under the impression that this was a Belgian company. I need the lens for a gig that I am doing. And I'm afraid I cannot keep going with this vagueness. I was asking for a parcel number so I can at least check on the tracking myself or speak to DHL. Or a date of when I would receive the item as it did not arrive in the allotted time on the website. " He responds three days later not having answered any of my queries – on 6 December 2021 "Hello, All items are sent from France." Therefore, my prompt response:
Hi M
Could I please get a response to my other queries as well? I do need to know if I have to go an buy the lens from somewhere else as this one doesn't seem to be arriving nor do I have a tracking number for it?

Kind regards | Met vriendelijke groet | Bien à vous,
Margaret

And added this in addition as I still didn't get a response
Just wanted to say that I ordered this item on the 15 November. It is now 6 December. I think I have been very patient with you guys being vague about when it will arrive but I do need a more concrete answer today.
I would like to know
1) the original tracking number
2) where the package has gone
3) when it will arrive at my house

If I do not receive this information by EOD today I will be filing a claim with my credit card company to cancel the order as I think I have been more than fair to wait since then. "By now I realise this whole situation is just complete BS as I've read the countless other reviews with the same issues. Regretting ever ordering from this 'company'

"Hello, DHL could not locate the parcel, I have blocked this parcel and requested another parcel is sent by our warehouse."

My reponse:
Hello M
I am still requesting for an exact date and tracking number for this few parcel as I have already been waiting three weeks for this item.
Kind regards | Met vriendelijke groet | Bien à vous,
Margaret

His excuse:
Hello,
We only get a bulk tracking number until the individual tracking number are designated once the bulk shipment is split.
Bedankt
MH
RhinoCamera.be
6 December 2021 1750
Hello M
Is there a delivery date that DHL has given then? I would like to know since it's already been three weeks.
Kind regards | Met vriendelijke groet | Bien à vous,
Margaret

7 December 2021 10:59 – I thought we were getting somewhere…
Hello,
This replacement will be with you early next week.
Bedankt
M H
RhinoCamera.be
I promptly respond at this point as I think I have been extremely patient. Another week? Sorry but I need to cancel this. I would like a refund asap
To which he simply says:"Hello, I will request this replacement is blocked for you if you do not want to wait."
Me:"Sorry I have waited almost a month and only keep getting vague dates of when it might arrive.
I needed the lens for a job I was doing that I had to cancel because it took so long.
How long will it take for my refund to be processed?
His response: Hello, Once this has been blocked the refund will take 2-3 banking days to show back on to the account you used to make the order."

Long story short - I have simply escalated this as fraud to my credit card company as this is just unacceptable behaviour. I waited over a month for nothing.

Edit as of 18 February 2022 - still no refund nor product. More threats of legal action. Ignored ask for address for legal service for my lawyers to serve them. Now reported to the police.