Bad Experience with Adorama

[xebo]

I ordered JVC HARX700 headphones from Adorama a week ago. I found out 20 minutes ago that they still have not shipped my order. Apparently their website doesn't tell you when your item is not in stock; It just takes your money and back orders the item.

They gave me a free upgrade to UPS Ground shipping (5-6 days), but I still consider it a bad experience. Beware of severe shipping delays if you purchase through them.

Edit: Despite receiving an invoice/receipt, I was never actually billed for my purchase. The only cost to me was a week of waiting for the order to ship. My mistake.

 

[sdifox]

maybe you want to try this in an etailer review site?

 

[HelenOster]

I ordered JVC HARX700 headphones from Adorama a week ago. I found out 20 minutes ago that they still have not shipped my order. Apparently their website doesn't tell you when your item is not in stock; It just takes your money and back orders the item.

I was extremely concerned to read your posting and firstly would like to offer a sincere apology. We only ever make a charge once a customer's order has actually been shipped, so I'm unsure why you believe you have been charged if we haven't yet sent the item out to you.

I've also left a message for you on overlock.net where I noted you also posted your complaint, but I can't ID your order from your posting; if you would like to email me directly I will certainly give it my immediate attention: Helen@adorama.com

Once again my apologies, and I look forward to hearing from you.

Helen Oster
Adorama Camera Customer Service Ambassador

 

[xebo]

I apologize Mrs. Oster. After contacting my bank, I realize that no charge was ever made. I falsely assumed, after receiving an order confirmation and receipt from Adorama, that I had been billed. I was wrong, and will correct my message on the other forums I have posted on.

As for my order: I was advised at hardforum to cancel my order immediately with Adorama. I did so, and repurchased the item through amazon (for $10 less).

Thank you for your concern. I appreciate you taking the time to respond to this message, and will note your willingness to work with the costumer in my other posts.

I do hope that in the future, Adorama is able to notify the customer (at the time of purchase) when their stock is depleted. Not everyone has the forsight and experience to call in to ensure product availablility; nor do many have the luxury of waiting a week for their back order to ship.

Thanks again, and good luck Mrs. Oster.

 

[Gintaras]

Adorama has a very great Customer Service. I can't imagine anyone could have a bad experience with Adorama.
I've had once a question with my order and I've e-mailed Helen to her e-mail address. She didn't respond herself, forwarded my question to someone else @ their Customer Service rep. and I got an answer within an hour.

Adorama is more for photo gear and etc, and they're as good as B&H for photography needs or Newegg for computer/electronics.

 

[HelenOster]

I apologize Mrs. Oster. After contacting my bank, I realize that no charge was ever made.
Thank you for your concern. I appreciate you taking the time to respond to this message, and will note your willingness to work with the costumer in my other posts.

I do hope that in the future, Adorama is able to notify the customer (at the time of purchase) when their stock is depleted.

Thank you so much for your understanding, however, I am concerned that it sounds as though your order confirmation didn't indicate that your unit was back-ordered - which it certainly should have done. If you would like to forward the order confirmation to me: Helen@adorama.com I will check it over

It's true that our website doesn't currently update existing inventory in real-time; we are hoping that this will be addressed when the new Adorama website goes live: http://theframptonfiles.blogspot.com/2011/02/electronics-retail-and-mail-order.html

Adorama has a very great Customer Service. I can't imagine anyone could have a bad experience with Adorama.
I've had once a question with my order and I've e-mailed Helen to her e-mail address. She didn't respond herself, forwarded my question to someone else @ their Customer Service rep. and I got an answer within an hour.

Adorama is more for photo gear and etc, and they're as good as B&H for photography needs or Newegg for computer/electronics.

Thanks so much for your feedback, which is very much appreciated.

As far as possible I do try to deal with every query which arises across the web myself, but on occasion either sheer volume, other commitments or lack of in-depth knowledge about a situation or product means I need to pass a query on to a colleague. (However, I do follow up to check that such cases have been followed through promptly)
I’m delighted to hear that nevertheless your query was dealt with promptly

 

[henryp]

...and they're as good as B&H for photography needs...

Thanks, I think.

Henry Posner
B&H Photo-Video

 

[HelenOster]

A quick follow-up; I was able to pull the following information from our system:

order placed 11/15/11 11:17 pm
entered system 11/16/11
back order email sent 11/16/11 07:18 am

I can only assume that it went into the OP's spam or trash

When the OP placed his order the item WAS in fact in stock; the website only updates every half hour as typically order cancellations occur within the first 30-45 minutes of placing an order. In that half hour period orders placed just moments prior to the OP's order were picked, resulting in a zero stock levels.

I respectfully ask the mods to change the title of this thread

Helen Oster

 

[ultimatebob]

Adorama has a very great Customer Service. I can't imagine anyone could have a bad experience with Adorama.
I've had once a question with my order and I've e-mailed Helen to her e-mail address. She didn't respond herself, forwarded my question to someone else @ their Customer Service rep. and I got an answer within an hour.

Adorama is more for photo gear and etc, and they're as good as B&H for photography needs or Newegg for computer/electronics.

No comment from our Newegg rep? I was hoping for a customer service trifecta

 

[HelenOster]

Maybe it's a mistake.

See post #8 above.

It would be helpful if the mods could change the title of this thread as it gives a poor impression of Adorama, when in fact we did nothing wrong!