Complaints
Customer Complaints Summary
- 66 total complaints in the last 3 years.
- 34 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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.
Initial Complaint
Date:03/22/2025
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- 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 tried to buy a camera lens on this website. It gave me some code error so the checkout process would not complete. My bank account was charged 4 times in the amount of $108.25 equalling a total of $433. This is causing me to be late on my credit card payments and utilities. Im told I have to wait 5 days or so for a refund. Not acceptable. I cant pay my bills due to this companies errors.Business Response
Date: 03/24/2025
Hello ******,
I completely understand your frustration, and Im truly sorry for the inconvenience and stress this has caused you. After looking into the situation, we identified a system error that led to the multiple charges. Please know that weve processed the credits for the duplicate charges this morning. While banks typically take a few days to reflect the funds, weve done everything on our end to expedite the process.
We know how important it is to have access to your funds, and we truly regret the impact this has had on your ability to pay your bills. If you have any further questions or need documentation for your bank, feel free to reach out. Were here to help.
Again, were very sorry for the trouble, and we appreciate your patience and understanding.
Best regards,*****
Initial Complaint
Date:03/18/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- 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.
We bought a used camera from them rated excellent condition, when it in fact had a shutter flaw. We received an RMA Exchange for for a replacement this is the first time sent back, they got camera and said smelled like smoke and refused to do the exchange even tho was defective from day one also in the policy nowhere states about smoking or non smokers ect, they kept the camera a week and said there was no issue and sent back took another week to get back, after taking 3 shots the shutter curtain was doing the same exact thing contacted immediately and was sent out a new *** FOR EXCHANGE this time they claimed they didnt have any to exchange with when on the website there is 1 available, now they start pushing to repair this camera instead of exchanging and said would take up to a month to return back the camera has been down now for well over a month and missed a shoot with it and lost money and my reviews tanked. So we filed a claim with affirm who we financed it through for a refund at this point since they are trying to just push a repair. Then another call from KEH. The woman we where dealing with was pulled from case because of affirm claim we where sold an excellent condition rated camera that was flawed bad, now a man calls and proceeds to just argue about the camera and all is stopped at this point because of affirm sending them the complaint he is trying to downgrade cosmetic condition say smelled of smoke which is not true the second time it was returned there where zero smells at all they are using the first return as an excuse to not exchange the guy who just called had a very bad attitude and did not care about the customer at all and we have been a customer since 2006 so by the end of the call he is all out refusing to exchange or repair now until we drop the affirm claim all we ever wanted was a good working camera and to keep a good relationship with them at this point I would just like to get a replacement camera or a complete refund!Business Response
Date: 03/19/2025
Hello ********,
I am sorry to hear about the issue you are experiencing with your gear. We understand your frustration, and I sincerely apologize for the inconvenience youve encountered throughout this process.
The camera was purchased on 12/02/2024. On 02/21/2025, we initiated a warranty exchange. Upon delivery, on 02/27/2025, the package and gear had a heavy smoke smell. We noted this and advised the ** team to reach out and inform them that a return processing fee may be added if we were unable to remove the smell, as it was not in the same condition as when it was sold. On Friday, 02/28, you reached out and were advised of the status of the exchange, and we were waiting for the smell to resolve.
On Monday, 03/03/2025, you requested that a manager reach out. ****** sent the request, and then you asked for the gear to be returned so you could resolve the issue yourself. We sent the gear back, and it was delivered on 03/06. On 03/07, another warranty repair was initiated. When the gear was received, it still had a smoke smell. Smoke particles can penetrate the camera's internal mechanisms, including the shutter, and cause problems with their functionality. This was not the same condition it was sold in.
Unfortunately, we were unable to exchange it for another EX unit and offered a repair instead. Repairs can take 2 to 4 weeks, depending on the issue and parts. If you would like to proceed with the repair, we would be happy to assist, or we can return the gear.Since a dispute was filled with Affirm, we have to wait for their investigation to be completed before we can move forward. Once you receive the decision, please let us know how you would like to proceed.
If there is anything else we can assist you with, please let us know.
Thank you,Initial Complaint
Date:02/20/2025
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- 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.
We shipped a 900$ camera lense to keh for warranty repair. Repair was for focus issues. Lense had no exterior damage to it. Shipped wrapped in bubble wrap. Keh has the camera in their possession for 5 weeks before reporting there was now frame damage(caused by them and not their before hand). They said this voids their warranty and now its our problem. They then returned a completely useless and damaged lense to us. Absolutely unacceptable business practices.Business Response
Date: 02/26/2025
Hello *******,
I am sorry to hear your experience has been less than satisfactory. I have escalated your request to our VP of Operations. We are conducting an investigation and will reach out shortly.
You may also email me directly at *****************************************************.
Thank you for your patience.
Customer Answer
Date: 02/26/2025
Im ok waiting to hear back from them but dont want to close it or reject it at this point.Business Response
Date: 03/04/2025
Hello *******,
We have resolved this internally.
If there is anything else I may assist with, please let me know.
Thank you,
Customer Answer
Date: 03/04/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******* *********Initial Complaint
Date:02/13/2025
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- 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 am writing to formally file a complaint against KEH Camera regarding their failure to honor an agreed-upon trade-in process, failure to return my camera, and poor communication regarding the status of my order. Additionally, the handling of this situation appears to be a case of false advertising.On December 18, 2024, I initiated a trade-in transaction with KEH Camera to exchange my existing camera for credit towards a new purchase. I followed all required procedures, including shipping my KEH Camera camera to their designated location as per their instructions. However, KEH Camera has failed to honor the transaction as a promotional credit expired on December 31, 2024. Knowing this timeline, I was told that there was enough time to complete the transaction and that the new camera was "on hold."When I inquired on January 3, 2025, the sales representative stated that there was nothing he could do to honor the purchase, and I requested my camera and related accessories returned. However, I have received no communication regarding the status of my order. Their site clearly states that a quote for trade-in has to be accepted, which I never received. Furthermore, in my most recent call with KEH, the representative revealed that my email address was misspelled in their system. This raises serious concerns about why they did not attempt to contact me via phone, given their failure to reach me through email.The lack of communication and failure to honor their advertised trade-in process suggests a bait-and-switch tactic. KEH Camera led me to believe that I would receive an enchanted promotional trade-in value, only to later deny it after my camera was already in their possession. This practice is misleading and unacceptable.I request that KEH Camera immediately take action to either return my camera or honor the original trade-in agreement by applying the appropriate credit to my purchase. If neither action is taken, I seek appropriate compensation for my loss.Business Response
Date: 02/14/2025
Hello Kemon,
Thank you for reaching out to us regarding your recent experience with KEH Camera. We sincerely apologize for the inconvenience and frustration this situation has caused. Your feedback is important to us, and we take your concerns seriously.
Based off the conversation, with ********* yesterday, we have voided the check sent for the gear and are working on sending a replacement that is EX+. We can also issue a trade credit with a 10% bonus, if you would prefer to use towards a purchase. If you may provide the promotional code, I can see if we can honor it as well.
We apologize for inputting the wrong email. We should have verified that it was correct and we are sorry for our mistake. We will address this with our team to ensure we are giving quality customer service.
Please be assured we do not practice bait and switch tactics. In fact, your item was evaluated higher than initially quoted. This error was our mistake for entering the wrong email and we are extremely apologetic for the error.
Additionally, we could only locate your initial call of getting your quote, Dec - Jan, with phone number we had on file. If you called from another number, could you please provide it so we may look into this further?
We look forward to hearing from you.
Thank you,Initial Complaint
Date:02/12/2025
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- 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.
Returned a Leica camera to KEH. **** has a signature for items return, KEH denies equipment return and has not issue a refund. We a small Disabled Veteran Owned business and simply want a refund issued.Business Response
Date: 02/14/2025
Hello ******,
We are sorry that you are experiencing an issue with your return shipment.
We have addressed this complaint on #********. The proof of delivery provided by **** had a signature for ***** and typo for KFH. We conducted an investigation and did not have an employee by the name of ***** on our receiving team in 2023. and have not receive this shipment. We have worked with **** to provide additional information to help with your claim to ****. Unfortunately, we cannot assist you further in this matter.
If there is any more information that KEH Camera can provide to ***** we would be happy to help.
Thank you,
Customer Answer
Date: 02/14/2025
Complaint: 22933644
I am rejecting this response because:As the individual who returned the camera I was not provided any information from KEH pertaining to **** inquiry or finding on KEH part in WRITING. Officially requesting the findings of KEH investigation be forwarded to arcticswanconstruction and include dates **** was informed of results.
Sincerely,
****** ******Business Response
Date: 02/21/2025
Hello ******,
We completely understand your frustration and genuinely wish we could assist you with filing a claim. However, since you are the shipper,the claim must be submitted by you.
Below is a detailed timeline of the shipment:
Ticket reference number #SAL00632795
11/27/2023: The shipment was sent without a return authorization under tracking number **********************, with a receipt provided.
12/5/2023: You requested a status on the refund.
12/6/2023: We informed you that the return had not yet been processed.
12/13/2023: You provided another receipt with tracking number ********************** and included a picture of a Leica battery. This tracking number showed no movement. ********************************************************************************
12/21/2023: You provided a screenshot indicating that tracking number ********************** was delivered on 11/30 and left with an individual. We reached out to our warehouse to locate the shipment. ********************************************************************************12/28/2023: We located a package with tracking number **********************. Only the charger was inside the box. We checked our system to see if serial number ******* was ever added back to our system, and it was not. We recommended reaching out to the carrier for additional assistance, as the tracking numbers do not match what their system shows.
03/14/2024: A copy of your invoice was requested and provided.
06/06/2024: A representative from **** called and inquired about both tracking numbers, ********************** & **********************. We shared the details of what we received and clarified that we do not have an employee named ***** in our warehouse. **** mentioned they would follow up with you and reach back out to us if needed. We did not receive a call back from them.
01/03/2025: You requested a full refund for the shipment. We advised that we could not process a refund since the gear was not received.
We are very sorry you are having this issue and would be glad to provide any information to assist with filing a claim with USPS.
Thank you,
*****Initial Complaint
Date:02/10/2025
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- 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.
Both times I've order used 35mm cameras they were both broken. First, a pentax spotmatic. For like 140, already sent that back for a refund, and no, I'm not paying a restocking fee. Second, a nikon f2 that I've already sent back to be repaired. I spent close to 400 dollars for a broken camera, that's infuriating. After having it in my hands less than 30 minutes I realize the meter also doesn't work. Call. And learn they want me to send it back for repairs, and now I have to wait 2 months for a working camera. FIX THISBusiness Response
Date: 02/12/2025
Hello ********,
I am very sorry to hear your recent orders had issues. Customer satisfaction is very important to us and we would not intentionally send defective gear. I see the orders have already been set up with a return authorization and shipping label. We take issue with items seriously so once the gear is received, it will be fully tested. If the gear is determined to be defective, we will pull from inventory and refund the full amount. If we find the gear to be in working condition, we will add a $25 return processing fee.
Repairs time is normally 2-3 weeks. Some simple repairs may take less time. Repair time may be longer if parts need to be ordered. Our technicians work on equipment based on a first in first out basis. We appreciate your understanding in this matter.
We received your request to speak with management and ****** will be reaching out shortly.
Again, we are sorry for the issues you have experienced and have taken action to correct our mistake.
Thank you,
Customer Answer
Date: 02/12/2025
Complaint: 22921662
I am rejecting this response because: nobody has even attempted to contact me yet.
Sincerely,
******** ******Business Response
Date: 02/12/2025
********,
I have confirmed, with ******, that he has called and reached your voicemail. Please return our call at your convenience.
Thank you,
Customer Answer
Date: 02/12/2025
Complaint: 22921662
I am rejecting this response because: I'm literally trying to reach him and having no luck.
Sincerely,
******** ******Business Response
Date: 02/20/2025
Hello ********,
****** mentioned that he spoke with you on the 12th. He has been out of the office since last week and returned today. He is catching up on work and will return your call shortly.
In the future, we recommend contacting our CX team at **************.Please let me know if you need anything else.
Thank you,
Customer Answer
Date: 02/26/2025
Complaint: 22921662
I am rejecting this response because: i have not received any contact from KEH since 2/12 and still have no idea as to the status of the camera that was sent back for repair, and it's been 2 weeks now. It would be nice to have some kind of communication with this.
Sincerely,
******** ******Initial Complaint
Date:02/01/2025
Type:Delivery IssuesStatus:ResolvedMore info
Complaint statuses
- 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 ordered two Canon lenses from KEH that were listed as LN-. The lenses were as advertised. My problem with this order is that I paid ***** for overnight shipping. I placed my order for these lenses on 1/17/25. I called immediately to confirm my order would be delivered 1/18/25 The *** said "Yes, They were picking the items from the warehouse right now, and the order would go out before the 2:00pm cutoff time and I should receive my package on Saturday."I called KEH ******** service on 1/18/25 to make sure the package would be delivered today. The ***resentative told me at that time that I would not receive my order until 1/20/25, and possibly even 1/21/25 as the 20th was a federal holiday. and she wasn't sure if FED EX would deliver on a holiday. I asked her if KEH would make it right with the shipping costs, I could have changed my shipping preference while the items were still at KEH. When I brought this up with the second ******** service agent, she told me that she would speak with management on Monday I received the following ***ly approximately two hours after our phone conversation on Saturday the 18th Hello *****,Thank you for contacting KEH Camera. We understand your urgency regarding the delivery of your order. Management has denied your request as per our standard shipping practices, the order was shipped as scheduled for Monday delivery. We do not offer Saturday overnight delivery. We apologize for any inconvenience this may cause. If you have any further questions, please do not hesitate to contact us. Thank you, ***** ****** If they don't offer Sat. overnight delivery, then they should not offer it on their shipping choices Very disappointed with KEH and there unwillingness to make right this policy error. Instead I just got the "You pays you monies, and you takes your chances" ***ly. Although their products and prices seem very reasonable, I can not in good conscience recommend this company to my colleagues or friends and family.Business Response
Date: 02/03/2025
Hello *****,
I am sorry to hear your experience has been less than satisfactory.
I wanted to clarify, on the initial call you inquired that you had just placed an order for overnight shipping and the transit time showed it was to be delivered 01/20. You would have liked to change 2-day shipping if ***** was able to deliver on Monday the 20th, due to MLK holiday. Our website will not reflect Saturday delivery dates for order placed on Friday, it will show delivery dates for Monday. ****** mistakenly advised the order would be delivered the following day, on Saturday and we apologize for the misinformation. He is new to our support team, and we have addressed the issue with him so this does not happen again. For our mistake,we have refunded the cost of overnight shipping. Please allow 3 -5 business days for the refund to reflect on the original form of payment.
Additionally, we cannot edit or modify an Affirm order once it has been submitted. If you would like to edit an order, we would cancel and you may reorder as needed.
Thank you for bringing this to our attention to. Your feedback will help us improve our customer experience.
Regards,Customer Answer
Date: 02/04/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** ******Initial Complaint
Date:01/31/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- 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.
This is in regard to a Nikon D5300 camera sent to KEH Camera for evaluation under Quote ID: ********** and Ticket #PUR00835144. I recently discovered the camera was returned to us in a damaged condition when I went to use it to photograph a property. ********* had not explained the extent of the damage to me prior to this.Upon inspecting the returned camera, I was shocked to find significant damage that was not present when the camera was originally sent. The camera body is broken, with exposed internal wiring. I have attached a photo of the damaged camera to illustrate the issue.We are KEH customers and recently purchased a **** a7R III from KEH for $1,398.00. Given this, we are deeply disappointed with how this situation has been ********** concerns are as follows:1. The Nikon D5300 camera was sent to KEH in good working condition with no visible damage or issues, including the battery door, mirror lock-up, or error messages.2. The camera was returned to us in a severely damaged state.Business Response
Date: 01/31/2025
Hello *****,
Thank you for reaching out and providing the details about the Nikon D5300 cameras condition upon return.
Regarding the cameras condition, if the item had been damaged in transit, the packaging would have shown signs of damage, and we would have made note of it, as we did with the condition of the damaged gear during evaluation. After thoroughly inspecting the camera before returning it, we did not find any indication that it was damaged during shipment. We take the handling of all equipment seriously and ensure that all shipments are carefully checked for any signs of damage during transit.
We regret any confusion or frustration this situation may have caused. We are unable to further assist you with this matter.
Regards,
Customer Answer
Date: 02/03/2025
Complaint: 22881748
Dear BBB Representative,
I am rejecting KEH Cameras response as it fails to address my primary concern:The camera was returned to me in a severely damaged condition that was not present when it was sent in for evaluation. The companys response does not acknowledge or take responsibility for the damage that occurred while in their possession.
1. Condition Upon Sending:
The Nikon D5300 was in good working order with no damage when sent to KEH Camera for evaluation. There were no issues with the camera body, wiring, or structural integrity.
2. Condition Upon Return:Upon receiving the camera back, I discovered significant damage, including a broken camera body and exposed wiring.
I have provided photographic evidence of the damage, which was not present before sending it to KEH.
3. Failure to Address the Damage:
KEH Camera claims that they would have noted damage if it occurred in transit but provides no evidence that the camera was properly inspected prior to shipment.
They fail to explain how the camera could have sustained such damage, whether due to mishandling during evaluation or improper packaging for return shipping. Their refusal to investigate further is unacceptable, especially given that I am a paying customer who had made a $1,398 purchase from them.
Requested Resolution:
I am seeking either:1. A full reimbursement for the damaged Nikon D5300, or
2. A repair or replacement of the camera at KEH Cameras expense.
I would appreciate BBBs assistance in holding KEH Camera accountable for returning my property in a damaged state without explanation.
Sincerely,
***** *****Initial Complaint
Date:01/30/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- 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.
Wrongful Warranty Denial ----Product: Voigtlnder Bessa III 667 Medium Format Camera (80mm f/3.5 Heliar Lens)Condition Purchased: "Excellent Condition"Purchase Date: 10.22.2024 Sent for Repair: 12.17.24 Warranty Claim Denied: 01.21.2025 Issue Summary:I purchased this camera from KEH under their 180-day warranty. It initially worked, but on the second roll, it failed to close despite correct handling. I sent it for repair, but after weeks of delays, KEH denied my claim, stating I "forced the camera shut"an unfounded accusation.Why KEHs Denial is Unjustified:1. The Camera's Design Prevents "Forced Closure" it cannot be closed unless the lens is set to infinity. KEHs claim that I forced it shut contradicts how the camera functions. As a photographer with 35 years of experience, I am certain that this camera could not have been forced shut without causing visible damage or preventing it from opening again. The fact that the camera opened and functioned, before failure to close, suggests that the issue is a manufacturing or mechanical defect, NOT USER ERROR.2. No Proof Provided ********************** has offered no photographic or technical evidence to support their claim of user error. Their assessment seems speculative rather than conclusive.3. Failure Occurred Within Warranty A product failing shortly after purchase should be covered under KEHs warranty.4. KEH tried to Shift Responsibility to extended warranty although it only starts after KEHs warranty expires.5. Excessive ************* Communication I sent multiple emails (12/30, 1/6, 1/13, 1/16, and 1/17) with little response. After more than a month, KEH denied the repair.This camera was a retirement gift from my wife, and KEHs refusal to honor their warranty has caused both financial and emotional distress. I have tried to resolve this issue amicably, but KEHs failure to uphold their warranty has forced me to escalate this matter.I trust the BBB will assist in resolving this dispute fairly.Thank youBusiness Response
Date: 01/31/2025
Hello *********,
Thank you for reaching out to us regarding your warranty claim for the Voigtlnder Bessa III 667 Medium Format Camera (80mm f/3.5 Heliar Lens). We understand that this issue has caused frustration, and we would like to provide clarity on our position and the reasoning behind our warranty decision.
First, we deeply regret any confusion or inconvenience caused by the handling of your repair request and the subsequent delays in communication. We value our customers and strive to resolve issues in a fair and transparent manner. We would like to address the points raised in your complaint:
Camera's Design and Forced Closure We acknowledge the design of the camera and the requirement that the lens be set to infinity to close properly. However, our service technicians inspected the camera and determined that the failure to close was due to user-induced damage. While we understand your professional experience and belief that forced closure could not have occurred, the assessment made by our technicians was based on their expertise and the condition of the camera when received. Unfortunately, we were unable to find evidence of a manufacturing or mechanical defect.
Proof of User Error We regret that our initial communication did not provide sufficient detail or documentation to support our findings. We understand the importance of transparency, and we will make every effort to ensure that clear technical evidence is shared in future assessments. The claim of user error was based on the nature of the failure observed during our inspection, but we will take your feedback into account and look into improving the clarity of our reports moving forward.
Failure Within Warranty Period We agree that it is disappointing when a product fails soon after purchase. Our warranty covers defects in materials and workmanship, but we are unable to extend coverage to damage resulting from misuse or mishandling. While we acknowledge your experience as a photographer, our technicians evaluation led to the conclusion that the failure was not related to a manufacturing defect.
Extended Warranty Reference We apologize for any misunderstanding regarding the extended warranty. Our intention was not to evade responsibility under the initial warranty, but rather to provide you with an option should you seek further protection after the 180-day period. We understand that this may have come across as inappropriate, and we appreciate your feedback on this matter.
Communication Delays We apologize for the delays in responding to your emails. We strive to maintain timely communication, and your experience does not reflect our standard. We are reviewing our processes to ensure that future communication is more efficient.
We understand that this camera was a significant purchase for you, and we truly regret that your experience has been less than satisfactory. We stand by our technicians' assessment, we recommend utilizing the Extend Protection plan purchased.
We apologize the we are unable to further assist in this matter.
Regards,
Customer Answer
Date: 02/02/2025
Complaint: 22878804
I am rejecting this response because:I am unsatisfied.
KEH sent a long-winded response, probably hoping that burying the truth in enough words would make it less obvious: they have nothing to say.They admit they have no proof of user error, yet they stand by their baseless assessment simply because they "were unable to find evidence of a manufacturing or mechanical defect"instead of honoring their warranty.
They acknowledge communication failures but offer nothing to resolve the issue.
Their promise to "do better in the future" is meaningless when they refuse to take responsibility now. This is not how a reputable company handles warranty claims.
Sincerely,
********* **********Initial Complaint
Date:01/30/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- 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.
Purchased a used camera Olympus OMD EM1 Mark ** Camera was rated as excellent. I paid $55 shipping. Import fees. And when I got the camera I was shocked by how poor the quality was. It was dirty. The grip was peeling off and not flush. The external flash port was missing the cover. I didnt even turn it on to check I immediately contacted them for a return. They told me I have to ship it back at my expense. And pay a restocking fee. By the time this ordeal is all over Im sure to lose $100-$200. And for what? Because this seller falsely advertises what they are selling and then forces a customer into a position where they have to pay more to get some refund. This is unacceptable. Im so disappointed. If I could get refund of the inbound shipping, outbound shipping and restocking fee, I would be satisfied, but as it is, this was a waste of time and money.Business Response
Date: 02/03/2025
Hello *****,
Customer satisfaction is very important to us so I am very sorry to hear the the item did not meet your expectations.
I see an RMA has already been set up and **** has advised once the item is received we will review it and determine if it was graded incorrectly. If we determine it was wrong, we waive the $25 return ****** well as reimburse up to $40 USD in return shipping with receipt. Any fees paid due to import should be refunded since the item is coming back as a return.
Please let me know if there is anything else we can assist with.
Thank you,
Customer Answer
Date: 02/06/2025
Complaint: 22874524
I am rejecting this response because:I received confirmation that the item was returned to KEH camera (at my expense) and while the seller provided a refund, the refund did not consider:
1) the $55 dollars of shipping charges that i paid to have the sub-standard item sent to me
2) omission of the $25 restocking fee of
3) the cost of sending the sub-standard item back to the seller
Sincerely,
***** *****-*******Business Response
Date: 02/14/2025
Hello *****,
Our ***************** team did review the gear and found it was within EX tolerance.
I do agree that the gear should have cleaned, at the very least, and we have issue a full refund for the order and reimbursed return shipping cost.
Please let me know if there is anything else we may assist with.
Thank you,
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