PLEASE READ if you are considering buying a product from this company. Summary at bottom.
I bought a BRAND NEW Canon c200B EOS camera from SLRhut in January '19, it was pictured and described as a package with accessories required for use (LCD Monitor, handle unit, hand grip, etc). I paid for express delivery and was notified following my order that they currently did not have it in stock so waited 23 days before receiving it. Upon receiving my package I found it was the body only and without the necessary accessories to use it. I questioned this, as well as a refund for the not-so-express delivery, through many emails and calls to their customer service, and I was told by one member of staff that if i compared the price of what I bought to other retailers online I would understand why I received the body only' - this is false advertising, SLRhut did not deliver the product that was advertised on their site. I was also denied a refund for the express delivery. I then bought the necessary accessories from a different company (~£1k) and thought this ordeal was behind me
18th March (35days after initially receiving the camera) the fan breaks. I had not yet used the camera on a shoot, only to test it around the house and for no more than a couple of hours at a time. SLRhut's customer service told me to send it to my nearest canon repair centre, which I did, only to have it sent back and told the warranty is invalid as I bought it outside of the EEA (from SLRhut). SLRhut then told me to send it to a repair centre in Colchester Before sending it I emailed the repair centre in Colchester and they told me that they didn't repair the canon cinema range - more false information from SLRhut's customer service. At the beginning of May SLRhut tell me to ship it to them in the US to get it fixed. I was told in phone calls that I would receive refunds for both the canon service centre handling costs (£54) and my shipping costs to the US (£81.43). Upon pressing them on these matters I was told that they can not offer refunds for these things, when previously I had received confirmation of this through calls to their customer service.
When I had previously sent my camera to Canon in the UK they gave me a quote and notified me that they would need to order in parts and it would take 2 weeks to fix and return the camera to me. So when I sent it to SLRhut, I had a rough estimate of how long it would take for my camera to get fixed. 2 weeks later I email asking for an update and I am told that the RMA number that I have given in the email is incorrect - I gave the RMA number that I received in a previous email and wrote on the package that was shipped - who knows if this caused a delay to my camera getting attended to?
Months go by Masses of emails and calls to get any sort of update amount to nothing more than replies like "I am very sorry we don't have it back yet try next week it may be back then" (26th June). I moved flat in August Once I'd moved into my new place I immediately phoned them to request my camera, when fixed, be delivered to my new address. I live in a basement flat and was cut off in the middle of telling the customer service rep my new address - I call back, on hold for 30minutes, and speak to the very same customer service rep, who I then tell my new address to - she gives me confirmation that she has changed the delivery address.
More months, calls and emails go by. 6th November - I request an update and receive a reply telling me that the package had been delivered to my address on 28th October. At no point did they send me any shipping information about their delivery. I contact my former estate agents and they find the package soaked and left outside my old address. Fortunately the package was double boxed and the inner box (containing the camera) was dry. 9th November I get it back, I test it, it works, I'm happy that I can push my business forward with this great bit of kit and try and put this all behind me.
6th December I do a full day shoot using the camera. No problems. 10th February '20 my first shoot of the year with the camera (and only my second shoot since it being fixed) - the fan breaks within an hour of use. The following day I call SLRhut again requesting a refund for this obviously faulty camera, only to be told that my year warranty has now expired and I am not entitled to a refund despite only having the camera in working condition in my possession for 93 days. They have offered me no compensation whatsoever.
I am now moving forward with legal action.
Summary
[False advertising; Faulty camera; No refunds; No compensation for shipping costs; Misinformed by customer service; 8month repair waiting time; Repaired camera shipped to wrong address still faulty]
Order Number *******. Email chains can provide sufficient evidence for all points made above.