Aaron D.

Dealing with Adorama has been a nightmare. I decided I was going to purchase a brand new camera and lens using the student discount, which in total made the order roughly $2000. Being a college student, this was a very significant amount of money (it is either way) so I was a little hesitant to make the purchase. I had also decided to purchase a warranty that would cover $2000 dollars worth of camera bodies and lenses, which was very convenient as both the body and lens would be covered. I placed the order in mid-December of last year, and with the shipping, it was expect to arrive within 3 business days. The warranty was digital so it arrived immediately and covered both the body and the lens I had just purchased. I checked the tracking number every day, but there was no indication that the package had even been received by the carrier. I contacted Adorama multiple times to ask about this, but their response was to be patient and check the tracking number every day. 5 days passed and there still had not been any new updates to the shipping, so I contacted an Adorama service rep for about the 3rd time. They claimed that the package had most likely been lost in the mail (doubtful as the carrier would have scanned it as soon as it was received) and said that they would send a replacement. I was already very frustrated because I was expecting it to arrive before a trip I was going to take, but that opportunity had passed. After placing the replacement order I was checking the shipping information daily again. This package had been delayed AGAIN as it was not given to the carrier in a timely manner. I was furious, however I was not as mad as my own mother. She knew that I had worked very hard to save up for this and when I was being treated so poorly by Adorama customer service (they were indifferent and daft), so she had gotten on the phone with a representative and demanded that the replacement be shipped overnight and that I receive some kind of compensation for the trouble. They agreed to ship the camera overnight after nearly an hour and a half on the phone, as well as issuing a $50 refund, which I was very surprised by. I do not think that it made up for the inconvenience they caused, but at least it was something. Also, in order for them to send the second replacement, they required me to pay another $2000 and they would just cancel the original order rather than just modify the shipping on the existing order. They didn't issue the refund for the original order until WEEKS after, which had me very very worried. The camera arrived after the THIRD attempt, which was a relief. The lens and camera were under warranty, which also was relieving. But it was too good to be true. About a month after receiving the camera (which is around 1.5 months after placing the original order) the warranty from the original order was canceled and refunded out of the blue. I had NEVER told anyone to cancel or refund the warranty, so I cannot imagine why it was stopped. I had contacted customer service reps many many many times to try to figure this out, and they were absolutely horrible. One of them accused me of sending a return with an empty box, and then just left the chat! She was threatening me and accusing me of fraud. I called one of their reps on the phone named Roxanne. She said that all I had to do was place an order for a new warranty, and everything would be taken care of. I placed the order, and I waited. Nothing happened for a few days, so I called her back. She said that she would take care of it and that she would follow up with me within a day. Another 3 days passed so I called again. She said she would call me back by the end of the day, but never did. This went on about 2 or 3 more times, and then I told her that if she could not figure the issue out by the end of the week, I would want a refund for the warranty. The end of the week came and I had no refund. I had emailed and called her asking to respond or for some kind of update, but she was totally silent. This is the worst customer service I have ever experience in my life from any company. I beg you to use B&H instead for whatever you need and to avoid these people at all costs. Their customer service is utterly incompetent and does not care about you one bit.