Complaints

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.

• Initial Complaint

  Date:01/29/2025

  Type:Delivery Issues
  Status:

  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 and paid for camera equipment from KEH on 12/12/24 (Order #**********), for a total of $2,145.87. It was shipped the following day to me in ****** (Tracking #************). It arrived in ******, ****** on 12/14/24, where it was delayed in customs because, according to *****, they had not received the correct documentation from KEH and they were unable to obtain said documentation from KEH. As a result, the package was returned on 12/24/24. The package was received by KEH on 12/26/24. I spoke with KEH **************** the following day and was told the documentation was complete, so I asked him to re-ship the order. The package was shipped on 12/27/24 and arrived in ******, MX on 12/28/24, at which time it was placed on another customs hold. After I inquired of KEH **************** as to the status of the shipment, I was advised that they had sent all the required documentation to ***** and I needed to contact them, which I did on 12/31/24. I received an "out-of-the-office" reply from the customs agent at *****, which I forwarded to KEH.. On 1/2/25, I received communication fro ***** with instructions for paying the import taxes, which I made arrangements to pay. I emailed ***** on 1/3/25 informing them I would be making the transfer, but then received an immediate reply, telling me to NOT transfer the funds, as a New Mexican law had gone into effect on 1/1/25 requiring anyone importing goods valued at more than $1,000. to be registered as an importer in ******. I was informed by the customs agent that this process would take a minimum of two weeks and that ***** could not hold the package for that long, requiring that it be returned to the shipper. It was deliverd to KEH on 1/7/25. After repeated unsuccessful attempts to obtain my refund since that time, I am resorting to this complaint. None of what occurred with this order is due to any inaction on my part; I should be held harmless and issued a full refund without further delay.

  

  Business Response

  Date: 01/31/2025

  Hello *******,

  
  Thank you for bringing this to our attention.

  
  I have reviewed the documentation you submitted, and I agree that you are entitled to a full refund.

  
  ****** promptly provided the commercial invoice when requested, so Im unsure why the shipment was returned to sender despite us providing the necessary documentation multiple times. Since they are our partner, we accept responsibility for the issue and will cover all fees. The *** was processed today, and you should receive your refund within 3-5 business days.

  
  We appreciate your patience as we reviewed the information.

   

  Regards,

  *****

   

   

  
  

  Customer Answer

  Date: 02/01/2025

   
  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.  As specified in the business response, I will expect my refund in 3-5 business days.
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:01/28/2025

  Type:Service or Repair Issues
  Status:

  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 bought a lens off KEH that was advertised as excellent plus condition. When i received the lens I took it to a camera shop after it wouldn't take photos with my expo disk but I ahead no issues with any other lens I own. I reached out and was met with you are almost out of your warranty. Weird because I just bought it in November. I bought the extended two year warranty as well. But you said you will take it back and work on it. Have it through Christmas and send it back. So I followed your instructions. Getting my lens back it low is a different broken lens. This one will not focused and constantly throws an error when shooting. All I asked for is a lens in the condition you advertised and I keep getting a broken lens sent to me. To top it off you are clearly trying to run out the click as KEH takes days to respond to me if they responds at all. Also advertised is a reply with 24 hours Monday-Friday. Please help make this situation right. This is my first time using KEH againt other photographers recommendations and I would like to actually prove them wrong. Please send me a working lens or give me a money back. You are costing me money and this has been months of issues. They are now past the 21 days due to never responding to me no matter how many emails I send. They are not willing to help me with the issue they caused. DATE ORDERED 10/15/2024 ORDER ID **********

  

  Business Response

  Date: 01/31/2025

  Hello *******,

   

  Thank you for reaching out and sharing your experience. We truly apologize for the frustration this situation has caused. We understand how important it is to receive the products you expect, and we sincerely regret that this process has taken longer than it should have.

  
  We have reviewed your case and see ***** has already set up an exchange RMA (Return Merchandise Authorization) for your gear . We are committed to resolving this issue as quickly as possible and will ensure the proper steps are taken to replace the lens so it meets the condition that was originally advertised. We also want to acknowledge the concern regarding our response times, and we are working to improve communication to prevent delays like this in the future. We have been experiencing higher than normal volume and apologize for the delayed response.

  
  Please feel free to reach out directly if you have any further questions or need additional assistance during this process. We are committed to ensuring your satisfaction and appreciate your patience as we work to make things right.

   

  Thank you,

• Initial Complaint

  Date:01/23/2025

  Type:Product Issues
  Status:

  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.

  In December, I sold KEH a couple lenses (number is in "Account/Order Number below) and I was told I would get a check for $584. The check was lost in the US Mail, so I e-mailed them to ask for a store credit instead. I talked with a salesman, he said he would put it through, but I did not know what I wanted. Later on, I sent a text to him asking for a store credit code/voucher (I think he said an additional 10%) so I could buy some lenses on my own time, I have not heard anything back.Either send me a voucher/code so I can buy from KEH, or send the money via ********* Next-Day.

  

  Business Response

  Date: 02/03/2025

  Hell ****,

   

  Thank you for bringing this to our attention.

   

  Grant, did create the trade credit gift card for $520 that was used on order **********. Since the order was cancelled, we needed to reload the gift card again. Our system does not automatically revert the funds back to gift card due to system limitations. I apologize for the inconvenience! Please check your email for the gift card code.

   

  We appreciate your patience.

   

  Regards,

  Customer Answer

  Date: 02/04/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, the gift code was received and will be used soon!
  

  Sincerely,
  **** *******

• Initial Complaint

  Date:01/22/2025

  Type:Product Issues
  Status:

  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.

  KEH always reduces the offered amount after you send in your equipment. I sent a brand new lens that was in perfect condition and less then 6 months old (used 1 time) it was LIKE new, they still reduced the price of the original offer. They also take forever to review your gear after it arrives at their store.But my complaint is: I accidentally left a CFExpress type card ($300 cost), they told me the techs never found one, i am 100% positive I left that card in the camera. Its sad that someone would take my card

  

  Business Response

  Date: 01/24/2025

  Hi ****,

  
  We're sorry to hear about your frustration, and we understand your disappointment regarding the reduced offer and the missing ** card.

  
  We always strive to provide a fair evaluation of the equipment we receive, and we understand that it can be frustrating when the final offer doesnt match the initial one. We do our best to assess items based on their condition, but unfortunately, sometimes adjustments are necessary after the inspection.

  
  Regarding the ** card, we genuinely regret that it was not located during our inspection. Our team carefully reviews all items. We noted that you may have left the card in the gear for our technicians, however, we have did not find a ** Express card in your equipment. We understand how important this issue is to you, and we can only imagine how upsetting it is to think that a valuable item may have gone missing. We wish you luck with locating it.

   

  If there is anything else we can help with, please let us know.

  
  Regards,

  KEH Camera

• Initial Complaint

  Date:01/15/2025

  Type:Sales and Advertising Issues
  Status:

  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 sold camera equipment to KEH. No problem. Was paid and should be done. However, now I CONSTANTLY receive advertising emails. I report it as junk most of the time. But there is no option to unsubscribe or stop the emails. I tried phoning but to no avail. I want OFF THEIR AD LIST. That simple but frustrating! WBDoty *************. Thanks BBB

  

  Business Response

  Date: 01/17/2025

  Hello *******,

   

  I am sorry to hear you are having issues unsubscribing from our marketing emails. If you scroll to the bottom of our marketing emails, there is an option to unsubscribe. The messaging states, Need a break? Unsubscribe.

   

  I have reached out to our marketing team to remove your email from our mailing list. Please allow 24- 48 hours for the request to be completed.

   

  Please let me know if there is anything else we may assist with.

   

  Thank you,

  KEH Camera

  Customer Answer

  Date: 01/17/2025

   
  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. Although their answer was accurate, the unsubscribe method is different and unusualalthough they obviously know their incessant email advertising can be vexing.because why else would they precede  the unsubscribe option with the phrase Need a break?.  
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:01/09/2025

  Type:Service or Repair Issues
  Status:

  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.

  On 12-3-2024 I purchased a camera and battery grip from KEH using Affirm to pay the $1576.43. Subsequently, I found out that my Spouse purchased the same for me for Christmas. On 12-4-2024 I successfully cancelled the KEH Order. At this point KEH has the camera and grip, $1576.43 from Affirm and I owe Affirm $1576.43. I went through calls and emails with KEH to get them to send the money back to Affirm so all would be whole. On 12-16-2024 KEH had still not refunded the money and Affirm needed Money so I filed a dispute sending Affirm proof of the cancelation and attempts to get KEH to refund my account with Affirm. It is now 1-9-2025 and KEH still has the money and is refusing to refund it. KEH is demanding the dispute be dropped before they will give back the money. Dropping the dispute makes me responsible for the loan. So am not willing to do that given KEH has made no attempt to refund it to this point. I have told KEH that refunding the money resolves the dispute. That makes it go away.

  

  Business Response

  Date: 01/17/2025

  Hello ****,

   

  I am very sorry to hear of the issues you experienced with processing your refund. I completely understand your frustration and apologize for our mistake!

   

  The customer service *** who assisted with your inquiry is new to the team and should have properly communicated the issue. We will address this internally to ensure this does not happen in the future.

   

  We canceled the order on Dec 4th, and followed the proper procedures to have the Affirm loan refunded. There was a system error that prevented the refund from processing. We are very sorry the inconvenience! Accounting was notified that the refund was not received on Dec 16th, however, the Affirm loan was disputed, and we were unable to manually process the refund due to Affirms investigation process. We had to wait for Affirm to finish their investigation and the refund was processed 01/15/25. This should have been properly communicated  by our team and we apologize that was not the case.

   

  Thank you bringing this to our attention and highlighting where we need to improve. 

   

  Please let me know if you need anything else.

   

  Thank you,

  *****

  Customer Answer

  Date: 01/17/2025

   
  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:12/23/2024

  Type:Service or Repair Issues
  Status:

  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.

  On 12/7/2024, I purchased a **LIKE NEW** lens from KEH. When it arrived, I tested it within less than an hour on three different camera bodies, and it did not focus on any of them. I immediately called KEH to report that the lens was inoperable and was instructed to return it using their provided ***** label and RA #******* number. I shipped it back the very next day. On 12/10, I called KEH to express my concern that the lens was not properly tested before being sold and to ask why the ***** box wasnt marked fragile. Instead of addressing my concerns professionally, the customer service representative dismissed me and condescendingly suggested that I should just buy new because of my luck. This situation has directly impacted my income. I rely on my equipment for work and have missed opportunities because I couldnt use the lens. Additionally, I cannot afford to buy another lens because KEH has yet to refund my money. On 12/17, after being told earlier that a director would call me back (which never happened), I followed up. I spoke to someone who claimed to be the director, who assured me that she would process my refund that day and that I would receive the funds within 35 business days. On 12/23, after still not receiving my refund, I called again. This time, I was told by a different representative that KEH does not have a director. I was also informed that the refund process was only just initiated because they had to test the lens before issuing a refund. This critical detail was never disclosed during my earlier calls. This ongoing delay and miscommunication have caused significant frustration and financial hardship. I have made multiple attempts to resolve this issue by calling KEH, but I continue to get conflicting information and no resolution. I am requesting an immediate refund of my purchase, as KEH has had my returned lens for weeks. Their lack of transparency and professionalism in handling this matter is unacceptable.

  

  Business Response

  Date: 01/08/2025

  Hello ***********,
  
  First and foremost, I want to sincerely apologize for the frustration and inconvenience this experience has caused you. I can only imagine how difficult it must be, especially since you rely on your equipment for work and missed important opportunities because of the issues with the lens. I also understand your concerns regarding the handling of your return, the lack of communication, and the delays in processing your refund, all of which are completely unacceptable.
  
  I deeply regret that the customer service experience you had fell short of the professional and respectful service you deserve. Your concerns about the lens not being properly tested, as well as the confusion surrounding the refund process, are both valid and concerning. Its clear we missed the **** in ensuring that your issue was addressed swiftly and transparently, and I can understand how the conflicting information only added to your frustration.
  
  *****, our Director of Customer Experience, and whom you have spoke with processed the refund on 12/23. Depending on financial institution, the funds can take up to 10 business days to post
  
  Again, I am truly sorry for the difficulties you've faced, and I appreciate your patience in working through this. Your feedback is invaluable, and we will use it to improve our processes to prevent something like this from happening again in the future. If you have any further questions or need additional assistance, please dont hesitate to reach out.
  
  
  Sincerely,
  KEH Camera

• Initial Complaint

  Date:12/21/2024

  Type:Service or Repair Issues
  Status:

  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.

  02/10/2024 Purchased a ******* NX1 Digital Camera Body, Black {28.2MP} paid $637.75. Camera had limited use and stored in a humidity controlled container. Upon using the camera for a few minutes I noticed the leatherette grip had pealed off? Never experienced this in 50 years of owning quality photography equipment. Contacted KEH and they said 6 months coverage expired and they could not help me. I did some research and discovered that this is a common problem for this camera. KEH is in the business and are aware of this problem I am a retiring veteran that was looking forward to using this camera in my retirement. I also purchased approximately $2000.00 of accessories for the camera prior to the defect peeling off of a portion of the grip. Very disappointed and poor customer which is being reported by other ********************** customers also! Big mistake and my loss! Worst experience ever! Very Bad customer experience with ***********************!

  

  Business Response

  Date: 01/08/2025

  Hello ****,
  
  Were truly sorry to hear about the issues youve experienced with your ******* NX1 camera. I can certainly understand your disappointment,especially after investing both time and money into a product that didnt meet your expectations.
  
  We genuinely strive to provide quality products and excellent customer service, and Im sorry that this situation has left you feeling frustrated. While the warranty for your camera had unfortunately expired by the time we were notified, I want to assure you that we take all customer concerns seriously. As a gesture of goodwill, we provided a 5% discount code for future purchases, understanding how disappointing it must be to have received a product that didnt perform as expected.
  
  If you are interested in a repair,please visit www.keh.com/repair to get started and download the repair form.
  
  We appreciate your service and dedication as a veteran, and I understand how important your retirement hobby is to you. If there is anything more we can do to assist you, please dont hesitate to reach out.
  
  Thank you for your understanding, and we wish you the best moving forward.
  
  Regards,

• Initial Complaint

  Date:11/21/2024

  Type:Service or Repair Issues
  Status:

  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 sold KEH a **** camera lens on 10/05/2024. They received the lens and graded. The asked to send money via check which was never received. I have called multiple times with no resolution. No ever answers their phone lines. I left them numerous voicemails and chatted with multiple people online with no resolution. Please give me my money!

  

  Business Response

  Date: 11/22/2024

  Hello *******,

  I am sorry to hear that your experience has been less than satisfactory and you have not received your check yet. **** can be unreliable with delivery times, and we apologize for the inconvenience. We can issue a new check after 15 business days from the original checks issue date. Could you please confirm the delivery address? Alternatively, we can switch the payment to ****** or Venmo for instant processing. Let us know how you would like to proceed.

  
  Thank you,
  *****

  Customer Answer

  Date: 11/22/2024

   
  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.

  Please email me at ******************* and I will send you my Venmo ID for payment.

  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:09/05/2024

  Type:Product Issues
  Status:

  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 wanted to sell my camera and on the website they gave me a QUOTE for $463 so I sent the camera to them. When they received the camera they reduced the quote to $212, which I couldn't understand because my camera had no damage and was in excellent condition, but I respected their decision so I delined the final quote and asked them to send the camera back to me. Unfortunately, ***** lost the package during the return shipment of the camera. When I contacted ****** they indicated that they needed a shipper to contact them to initiate compensation, and I called KEH's customer service to let them know this. But after 3 weeks of this incident, I still haven't gotten any response from KEH nor ****** I know it's not KEH's fault that the package was lost, but as a camera buying and selling platform, it's their responsibility to help their customers to communicate with the courier company with the highest efficiency after a similar incident instead of keeping delaying, and they should have the appropriate insurance to compensate their customers for their loss in such incidents.

  

  Business Response

  Date: 09/06/2024

  Hello Yaotian,

  
  Thank you for bringing this to our attention. I apologize for the unsatisfactory experience and the lack of communication. That is an unacceptable level of customer service, and we have addressed this internally.

  
  Grant from our purchasing team will reach out shortly to provide a resolution by the end of the day.

  
  Again, I apologize for the delay. Please let me know if there's anything else I can help you with.

  Thank you,

  *****

  Customer Answer

  Date: 09/10/2024

  KEH have not contact me until now.

  

  Business Response

  Date: 09/25/2024

  Hello Yaotian,

   

  I understand you were not contacted prior to complaint issued with BBB. We apologize for the lack of communication and appreciate the feedback to help us improve.

   

  Please let us know if you need anything else.

   

  Thank you,