Neil C.

I have only given rhinocamera.es one star because this platform will not allow zero stars for a review, which is what they actually deserve in my opinion for what was the worst online shopping experience I can ever remember.

I ordered a Sigma 135mm F1.8 DG HSM ART lens and paid 1,149 euros on November 28 from their website for delivery to an address in Spain. The rhinocamera.es order number was *******. The quoted delivery time was 4 to 5 days, and as this is an. Es website I assumed the company operated from Spain.

After more than a week had passed without any delivery from rhinocamera.es, or a tracking number to check, I contacted the company by email to enquire when the order might be delivered. The response advised deliveries in Spain were delayed by a day or two due to Covid, and I would receive the parcel within the next two working days.

After the revised delivery date had passed without receiving anything, I contacted rhinocamera.es again and requested the courier's tracking reference. They told me that the order had been delayed but they could not provide the tracking reference as the parcel was sent with other orders, and this information contained other customer's personal information. Becoming suspicious at this point, I searched online and found several reviews from other customers complaining of similar problems and decided to cancel the order and purchase the item elsewhere as we had already postponed the job it was purchased for once that needed to be completed before Christmas.

After ignoring the first two emails cancelling the order, the company advised me they would "block the delivery" and refund the purchase price. I enquired when I would receive a refund, to which they advised would take 5-7 days. It has now been eight days since they claim the refund was processed on December 15 and there is still no sign of any refund on my card account. I therefore reported the problem to the card issuer, as several other customers appear to have done to obtain recompense.

Although the website has a Spanish website domain, and the company informed me they ship orders from the Netherlands, the credit card charge was made from by Primary Holdings in Gibraltar which is outside the EU. The order confirmation makes no reference to any IVA/VAT element which is normally payable in Spain on photography equipment.

There are comments from the company on other recent online reviews attempting to dismiss the complaints as fake and/or maliciously posted by a competitor. This is a bona-fide review of my first-hand experience with rhinocamera.es in relation to their order number ******* and I am willing to share the transaction confirmation and subsequent email exchange which I will be copying to both the Sigma Corporation and the Spanish tax authorities with anyone who wishes to contact me.

There are many other companies selling photography equipment online who deliver orders on time and treat their customers properly. In future I will ensure I support one of these instead of this outfit.

UPDATE
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Shortly after posting this review, I received the diatribe below from Miguel G. Who apparently believes he is entitled to "recall the refund", (which I have not received) for the goods they never delivered, in retaliation for posting a factual review of his business practices.

After reading many similar reviews, which also complain of goods not being delivered and difficulties obtaining refunds, I dread to think what would have happened if they had actually delivered the lens and there was any kind of technical problem with it!

"Caveat emptor"...

From: "Rhinocamera.es"
Date: Thursday, 23 December 2021 at 12:38
To: Neil Corke
Cc: legal
Subject: Re: Su pedido *******

This was never necessary, we have a right to reclaim the refund back within 30 days, never have i done this, it did cross my mind but to be honest when faced with provocation and such unpleasant comments and allegations it is always the better person to keep to their ethics, i will do so, you seem to take some kind of enjoyment which says a lot, i am not the kind of person to revel whilst attacking others or get enjoyment from it, that is problem with society but you have done this is abundance here.

You will not here from me further, this is now a legal issue, you should have spoken to a lawyer before publishing accusations and assumptions online, it is basic knowledge...