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Business Profile

Photography Equipment

Saneal Cameras
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BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Saneal Cameras's headquarters and its corporate-owned locations. To view all corporate locations, see

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Saneal Cameras has 3 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint type

    • Initial Complaint

      Date:23/11/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I bought the Sigma *****mm dg dn camera lens from Saneal Camera in mid-October this year, and paid about *****. After using it for a month, I found that the zoom ring made a loud sound when it rotated, and there was lag. It really affects my video shooting. I consulted Sigma customer service and a professional ******************** repair company in ********, *****. The repair cost was more than ***. I thought the repair would greatly reduce the price when I sell second-hand lenses. I have no desire to purchase or exchange from this store again and I feel I need to return it and get a refund.

      Business Response

      Date: 23/11/2023

      Hi *******,

                   Were sorry for your experience.  All new products we sell carry a full warranty, unless that product has been end user damaged.  We only source products through authorized sources to ensure the quality and after purchase service of the product we sell.  I cant comment on the service centre youre using in ********, but the lens (if purchased new) will carry a 1 year International warranty and an additional 6 year ******** warranty.

                   Youre more than welcome to bring the lens to any of our Saneal Camera locations and well be happy to start the warranty service for you, again were assuming there isnt evidence of the lens being misused nor impact damage.  Very often the cause for a zoom ring being difficult to zoom or being loud after a while is usually the result of impact damage, which would implement a charge to repair.  Were not suggesting that your lens has been the subject of impact damage, it would be required that we see the lens.  Regardless if the item is impact damaged or not, well be happy to help you with the service / repair of this item.  If the item is not end user damaged then it should be covered under warranty. 

                   You can communicate with us at **************************************************** or you can call us at ************. Thank you.

      Customer Answer

      Date: 23/11/2023

      They contacted me and only told me to repair it, not to exchange it. I didn't want to repair it. This would affect the second-hand price of the lens when I don't want to use it in the future, and it would also affect the dustproofness of the lens. I would like a full refund.

      Customer Answer

      Date: 23/11/2023

      I have recently been delayed in shooting activities related to this lens, travel, and related coursework. This lens has only been used for a month and it is like this. There is no bump or damage. I have reason to suspect that this lens has been resold or refurbished. I wish there was more compensation. I am in ********* and went to your home on the recommendation of a friend. Now you want me to get tested again. I need round-trip fuel and accommodation fees as compensation. The last time I went to replace it, it was because your store clerk had a very bad attitude and didn't solve the problem that it wasted a lot of time. It's good that we didn't ask for compensation. This time I have to ask for more compensation, which affects my life very much!

      Customer Answer

      Date: 24/11/2023

      I want to process the return as soon as possible, which affects my mood and normal life.

      Customer Answer

      Date: 24/11/2023

      I'm not satisfied with Saneal Camera's response. I need Saneal Camera to agree to return the product before I can send the product back for testing, because according to my review, because if there is a quality problem within 90 days, it can be returned.

      Customer Answer

      Date: 24/11/2023

      I should add that this is my second exchange request. During the first exchange process, I felt that the service attitude of the Saneal Camera ******************** store was extremely poor, arrogant, and did not solve customer problems. They promised that I could exchange the product after opening it, but after I decided to exchange it, I arrived at the store and said that I could not exchange it. He said that I had used it, but my packaging invoice was there, even the plastic film, but they would not replace it. I made it clear that I would be returning to ********* the next day, but he still refused to inspect and replace it. . I drove to ******* more than ten days later specifically for this lens and completed the exchange with the help of the salesperson at the time. I hope BBB can feedback this matter to the company so that they can improve their service and bear the fuel costs for me to go to ******* or the freight for express delivery of the lens to *******.

      Customer Answer

      Date: 24/11/2023

      The company replied that it cannot be returned or exchanged after the expiry date, but the law stipulates that quality problems can require a refund from the merchant within 90 days. I do not accept any solution other than refunds.






      Customer Answer

      Date: 24/11/2023

      You closed my complaint without resolving the issue, why is this happening? I haven't been refunded yet.

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