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:02/20/2024

  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 got a quote from KEH to by a camera from me. #SUP00769584. I accepted the quote and they confirmed on 1/30 that a payment would be issued. Nothing had since arrived andO have provided them with alternative means (PayPal) to pay me what they owe. Today offered them to simply return the camera as they dont seem to be responding to email or take action to pay me.

  

  Business Response

  Date: 02/20/2024

  Hello ********,

   

  Thank you for bringing this to our attention. I am sorry to hear your experience has been less than satisfactory.

   

  The check was mailed 02/02 and may take up to 15 business days to arrive via ***** We do not typically reissue payment until 15 business days have passed. However, I have reached out to Purchasing to void the check and provide payment via PayPal. Payment may take ***** hours to reflect to the PayPal associated with *******************.

   

  Please let me know if you need anything else.

   

  Regards,

  *****

  Customer Answer

  Date: 02/21/2024

   
  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.
  
  Sincerely,
  
  **************************

• Initial Complaint

  Date:01/22/2024

  Type:Delivery 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 ordered a lense about two months ago, which was faulty when I received it. KEH sent me the documents to return it and credit me account which happened. I chose to order from KEH again for the same lense and they shipped me back the same broken lense.I've emailed several time and have yet to recieve a response

  

  Business Response

  Date: 01/23/2024

  Hi *****,

   

  I am sorry to hear that. I would be happy look into this. Can you please provide the order number?

   

  Thank you,

   

• Initial Complaint

  Date:12/19/2023

  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.

  Order ******* was for a d7500 for 934$ on Oct 24, 2023 I was not happy with the camera and wanted to exchange it for a D500 I obtained an *** from KEH and sent the package promptly *************** lost the *** for several weeks At that point it seemed the package was lost and efforts to work with the post office to recover the package had gotten nowhere I filed an insurance claim with the **** which was accepted I then ordered the D500 ********** for 859.67$ on 11/24/23 *** post office then found and delivered the *** a few days later I called KEH and was told not to worry about the the *** price versus the current order price as I was only paying 89$ to move the warranty. I agreed to this. ***n I was billed 274$ so it would seem I am now paying $274 + the original 934 for the 859.67$ camera and the warranty was unable to be moved.This seems unexplainable to me why I would not be given the current price of 859$. Also I have not received a refund for the canceled 859$ either as of 12/19/2023 the date I am writing this letter. It seems to me that KEH, despite telling me on the phone they wouldn't,kept the higher price of the camera to benefit themselves at my expense instead of honoring the current price at the time the final transaction should have taken place. I request that this please be rectified and the difference refunded to me. I would like to keep the D500 that has now been shipped to me and be refunded the rest of the money. I believe the 859$ should be honored.

  Customer Answer

  Date: 12/20/2023

  Better Business Bureau:
  
  MY complaint ******** has been resolved and may be closed. 

  Sincerely,
  
  *********************; 

• Initial Complaint

  Date:12/04/2023

  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 purchased a camera lens from KEH back in July. I recently found that the lens has multiple issue (being opened, lots of cleaning marks which affect the image quality) and focus shift issue. I asked KEH and they issued an exchange. I thought it was only an issue with my copy. But after I received the replacement, I saw nearly the same amount of cleaning marks and even more focus shifting. I contacted them for either return or exchange throughout the week but they just replied me with something like we will get back to you within a day or two. I also called and got the same reply. This morning I contact them again and they started to blocked my message. The customer service rep is ****. She said they sent me an email Dec 1st, which I never received. During this time I contact them multiple times and they never respond directly. I don't know how they got this reputation of good customer service. Definitely not this case. Both the product and the service are below standard. I will never purchase from them until this is solved properly.

  

  Business Response

  Date: 12/04/2023

  Hello Yue,
  
  I am sorry to hear you were unsatisfied with your KEH experience. I have shared your comments regarding your customer service interaction with our Director of Customer Experience and sincerely apologize.
  
  Unfortunately,cleaning marks are not covered under our 180-day warranty, and, as a result, we are unable to accept this as a return.
  
  ******,reached out to ************* on 12/1 to propose another solution. Please see message below:
  
  "Hello ***,
  
  I hope this email finds you well.
  
  After reviewing your return request, we regret to inform you that we are unable to process a return as a refund at this time. However, we understand the importance of your satisfaction, and wed like to offer an alternative solution.
  
   We are more than happy to facilitate a return for an exchange, allowing you to upgrade to a higher-grade product .If you find this option suitable, please let us know and we will guide you through the process.
  
  Your satisfaction is our priority, and we are committed to ensuring you have a positive experience with our products. Should you have any questions or concerns, feel free to reach out to me.
  
  We appreciate your understanding and look forward to assisting you further.
  
  Best regards,"
  
  We have an EX unit in stock, which will have a better cosmetic appearance and less marks on the glass. Please advise if you would like to proceed.
  
  Thank you

  Customer Answer

  Date: 12/04/2023

  Sorry I don't accept an exchange. It has been nearly a month since I saw the issue and I have already exchanged once. Like I said will never purchase anything from keh ever again not only because of the product but the service. 
  

  1. I requested a feedback for why the original copy is so dirty before you send any replacement on Nov 8. No reply.

  2. I asked about the updates last Tuesday and your cs rep said she will get back to me within one or two business days. No reply until today I filed the complaint. 
  

  3. you said you sent me an email on Dec 1st. I never received any email from keh on that day. As a matter of fact I was working all day and checking email every a couple of hours.

  4. For the current copy you sent me. It has no less marks than the original one with more focus shift. Besides, the lens cap doesnt fit with any of the 39mm filters. 
  

  I am no longer interested in purchasing anything from keh. Spending more for an upgrade is off the table. Your product is still flawed and I dont want to keep wasting time . I thought you are not like those **** sellers and can be trusted but it turns out you are no better than any of them

  Originally I was not looking for return but only a simple request. Your cs team made me. 
  

  At this point I will only accept same grade exchange until satisfactory, which means no focus shift problem, or return and refund. No addition grade adjustment payment will be made. 
  

  see the attachment for the lens condition

   

  

  Business Response

  Date: 12/05/2023

  Yue,

  
  The initial purchase had an issue that affected the picture quality, which was covered under warranty repair and an exchange was issued. The replacement was received, your email mentioned you were unsatisfied with the similar marks on the glass and wish to exchange for another. Exchanging for another Bargain will be unsatisfactory because it will have similar markings which is why we proposed exchanging for a higher grade, that will have better looking glass.

  
  Our CRM system shows the correspondence,and we have records that ****** emailed, KEH Camera from ****************************** on 12/1 at *****pm EST. The email could have gone to your spam/junk folder.

  
  The final solution we can offer is send the item back for a refund with a 15% restocking fee. Return shipping would be your responsibility as this is not a defective item.

  
  Thank you,
  *****

  Customer Answer

  Date: 12/05/2023

   
  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 help me contact KEH to issue a return authorization and also a shipping address. I will cover the shipping myself.

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

  Customer Answer

  Date: 12/08/2023

  Complaint: 20954410
  
  Hi, I saw KEH offered return and refund with 15% restocking fee. I accepted this option but they never took any action. I tried to call the manager but always got the voicemail. Please reopen the complaint as it is still ongoing. Plus, they way they are dealing with this issue is not acceptable. 
      
  Sincerely,
  
  Yue Bao   

  Customer Answer

  Date: 12/08/2023

  Complaint: 20954410
  
  Hi, I saw KEH offered return and refund with 15% restocking fee. I accepted this option but they never took any action. I tried to call the manager but always got the voicemail. Please reopen the complaint as it is still ongoing. Plus, they way they are dealing with this issue is not acceptable.

  Sincerely,
  
  Yue Bao      

  

  Business Response

  Date: 12/08/2023

  Hello ***,

  I see a return authorization has been created today by Sales Manager, ******. 

  Please let me know if you need anything else.

  Thank you,

• Initial Complaint

  Date:11/23/2023

  Type:Delivery 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.

  Hello, (QUOTE ID ************* October 15th, I sold my Leica M11 (Type No. ****) Digital Camera Body to KEH Camera. After receiving the prepaid shipping label from KEH, I promptly shipped the item to them. According to ***** Tracking, the package was delivered on October 23rd. However, I didnt receive any updates until October 27th. When I contacted KEH support on October 27th for an update, they responded with an email stating:****,Its been delivered, and we are working on it. Well let you know sometime next week via email.Thanks!-********* then, I have not received any further updates regarding my quote. The total quoted value was $4,373.00, but KEH has not responded to my inquiries, nor have they sent payment for the item. After multiple unsuccessful attempts to reach them, I have reached out to them via BBB (Better Business Bureau) and am awaiting a response. If they do not respond to me through this channel, I am considering taking legal action to resolve this issue. Thank you.

  

  Business Response

  Date: 11/28/2023

  On October 23, 2023 we received the shipment in question via ****** tracking number 453043911436597, after an initial mis-delivery. The package we received was a small, flat manila mailing envelope that had no contents. A check with ***** customer support indicated the package was rated for 1lb and weighed in at 1lb at each scan along its journey. A camera cannot possibly fit inside an envelope and the scan weights further support this conclusion. This tactic is one we've seen multiple times in the past in an attempt to get us to payout for a high value item that ***** says was delivered but that was never received. In order for us to even consider this further, the sender will need to provide evidence that they actually own the camera in question and explain how we received an empty, undamaged envelope with our shipping label affixed instead of a box containing a camera. Evidence should include proof of purchase, serial number, and pictures of the actual item in their possession. In the absence of this information, we shall consider this issue closed.

  Customer Answer

  Date: 11/28/2023

   
  Complaint: 20909856
  
  I am rejecting this response because:
  

  Firstly, this is a false accusation that you received an empty package. I have all the proof that I sent my camera, exactly as you requested. Let me clarify: when I received your shipping label, the tracking information indicated the package weight as 1 lb. However, when I dropped it off at the ***** drop-off box, the weight remained as indicated on your label, which was very strange, considering the actual weight of the camera was more than 1 lb. Subsequently, the package was scanned as delivered on October 23, and it was confirmed delivered once.
  
  On October 27, I contacted you via email asking for an update regarding my item. Your customer representative, ****, replied, Its been delivered, and we are working on it. Well let you know sometime next week via email. However, despite multiple attempts to contact you in the following weeks, I received no response. If you required proof of ownership, I had everything necessary, but you never requested it. Therefore, despite having all the evidence, how could I send it if you never responded?
  
  As I received no further response from you, I took the step of opening a case via the BBB. Now, you claim to have received an empty package. However, based on numerous complaints against your company via the BBB, it appears your company might be engaging in fraudulent practices. I sent the correct item to you and am still awaiting payment or assistance in retrieving my camera, which holds significant value to me.
  
  If indeed the camera was lost during transit, it is not my responsibility, as your label was insured, and it is your obligation to investigate this matter with *****. I have already contacted *****, and they confirmed the package was delivered to you, and it was not an envelope.
  
  Should you reject my claim, I will proceed to prepare a demand letter to resolve this matter through legal channels. Please advise on how I can send you all the evidence you requested, as I am fully prepared to provide it. Thank you.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 11/29/2023

  You can post your evidence to this complaint or email it to ** directly. Evidence to include proof of purchase, serial number, evidence of item in your possession, driver's license photo, proof from ***** that package weighed more than 1lb as you claim to have been told. If provided, we'll submit your serial number to Leica to validate your claim of ownership and do the same with *****.

  Customer Answer

  Date: 12/03/2023

   
  Complaint: 20909856
  
  I am rejecting this response because:
  
  Its okay, but are you aware that youre asking for information thats impossible for me to provide? As I mentioned, your label was created for 1lb. If its your mistake, why are you requesting impossible information from me? I dropped off the package at a ***** Drop Box location, and the 1lb weight came from your shipping label. I can provide all other information you may need.

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

  Customer Answer

  Date: 12/05/2023

  Its okay, but KEH  aware that they asking for information thats impossible for me to provide? As I mentioned, their label was created for 1lb. If its their mistake, why are they requesting impossible information from me? I dropped off the package at a ***** Drop Box location, and the 1lb weight came from KEH shipping label. I can provide all other information they may need.
  
  

• Initial Complaint

  Date:10/03/2023

  Type:Sales and Advertising 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 read through the Keh.com website for selling a camera. I read the terms and conditions which indicated they provide a prepaid ***** label to ship the used camera they are buying. They gave me a quote online. The terms and conditions when I accepted the quote stated that they provide the label. No limitations were identified on the website or in the terms and conditions.After supplying all of my personal information, I was unable to load the prepaid label link in the email they sent. I emailed the company and was informed by **** that they don't send prepaid labels for sales under $100 (even though there was a link in my email). I replied with my issues, including their own terms and conditions. No reply. I emailed again. No reply.This company fraudulently proports one thing and then does another after personal information is supplied. It's a racket. The expectations should be clearly stated on the website and in the terms in conditions or they should honor the fact that they missed it.

  

  Business Response

  Date: 10/04/2023

  Hi *****,

   

  I am sorry that your selling experience has not been a great one.

   

  Thank you for bringing this to our attention. I have shared your comments with our leadership team and have requested this messaging to be added to our website.

   

  I would like to offer a shipping label to send the gear in for evaluation. Should I send that to *******************?

   

  Thank you,

  *****

  Customer Answer

  Date: 10/11/2023

   
  Complaint: 20693864
  
  I am rejecting this response because:

   

  I do not trust you to provide a fair evaluation of the item. Please remove all personal information from your system related to my email address.
  
  Sincerely,
  
  ************

• Initial Complaint

  Date:10/01/2023

  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.

  Recommended a friend to contact KEH to sell her equipment to & she was quoted a reasonable amount/price for the gear. But then offered her a much lower amount upon receipt of equipment. Is that a common practice. Nikon digital slr, & ***** 2.8 sigma lens and a tokina & other lenses. Details such as shutter actuations & other details were discussed before shipping to KEH. Customer: ***************************** thank you

  

  Business Response

  Date: 10/03/2023

  Hello *****,

   

  Thank you for bringing this concern to our attention. We will reach out and address it with the ******** directly.

   

  Have a great day.

   

  Thank you,

  Customer Answer

  Date: 10/09/2023

  I want to let BBB know that my complaint about KEH has been taken care, they stepped up and investigated and found that they'd made an error and they've take appropriate action to answer my complaint. And that must be why they have a very good rating with BBB. Again, this is a thank you to both BBB and KEH. The issue has been resolved. 

• Initial Complaint

  Date:09/15/2023

  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.

  Purchased a Like New- tripod from KEH, when the tripod arrived I went to set it up to see. As soon I start extending the tripod legs, one of the lower legs just slides out completely. Well, thats not how tripods work so I know immediately its broken and needs to go back to KEH. Heres the rub, I live in ******, so shipping here isnt free. So my initial price $58.30 plus $9.95 shipping($68.25 total cost). Normally I dont mind paying for shipping, when I get to KEEP AND USE the items Im having shipped here. I dont like that the company, KEH, paid to RETURN the broken item TO THEM. But my refund (more on that later) is ONLY for the item itself, not the $9.95 in shipping. So, I paid to have broken merchandise sent to me in ******, from Georgia. Now, KEH paid to get the merchandise shipped BACK to them, it arrived at their warehouse on 8/13/23, on 8/15/23 a refund (partial or otherwise) had NOT been issued; that, apparently, can take upwards of 7 days before the refund is issued, meaning theyre sitting there with MY money, and their broken tripod. And when the refund does get issued it will be for $58.30, minus the initial shipping cost. Because. Because I dont know. I mean if it was a buyers remorse deal, sure Id eat the cost. But, I wanted that tripod, I needed that for my artwork, but now Im at mercy of their not so friendly customer service rep, who is annoyed that Im upset with having lost $9.95 on this transaction, and I still DO NOT have a tripod. All I want is a full refund issued as soon as possible, not when they feel like it. My money sitting in THEIR bank is making money for THEM in the form of interest earning. And I sit here without my money, or a tripod upset that I trusted a company in the first place. Thats on me.

  

  Business Response

  Date: 09/18/2023

  Hello ********,

   

  I am sorry to hear your experience has not been a great one with KEH!

   

  If an item is received damaged, we will provide a return label to ship the item back and issue a full refund. I see ****** provided a return label and included notes for a full refund to be issued. I am not sure why the shipping was not included with the refund and I am sorry the shipping amount was not included in refund. I have issued a refund for the $9.95 shipping that was paid. Please allow 7- 10 business days for the refund to reflect. I apologize for the inconvenience!

   

  We issued the refund for RMA ******* on 9/15, the refund can reflect as early as 3 business days. Depending on your institution, it can take up to 10 business days to reflect on the account.

   

  Please let me know if you have any other questions.

   

  Thank you,

  *****

  Customer Answer

  Date: 09/18/2023

   
  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:09/11/2023

  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.

  8/10: Lens Delivered 8/14: Offer is ready when reviewed, notice provided gear cannot be purchased 8/14: Attempt made to see why gear was denied no response 8/14: Selected to have gear returned back to me through online system 8/18: Contacted to see status of return team said they will look into it 8/18: Called back again, spoke with someone (maybe *****?) who was able to find the cause for the rejection of the lens it confused me what he was saying that it was too costly to repair to make me an offer. I explained that is how the lens operated and everything behind it was as normal. This right here should have prompted some question that would have discovered that my lens was damaged in transit/warehouse some how. They said they arranged to have my lens returned 8/21: Called to see status of return Employee was not able to see return was started yet 8/21: Sent ticket to customer service email with concerns *********** 8/22: received reply from customer service seemed like a generic response based on the assumption that I knew the lens was damaged (at this point I still have no idea my lens was broken) I replied back to this ticket with more information 8/24: Lens delivered and discovered the lens was not faulty it was broken 8/24: Called and spoke with ****** who from this point has absolutely been amazing to deal with and showed compassion and ownership on what has happened and away within minutes of speaking with him realized that we were dealing with a lens that was damaged in transit he advised that he would get with the leadership team to determine next steps and that it may be early the week of 8/28/2023 before we get an answer no problem 9/11: Contacted by **** to say that lens was supposedly tampered with and they will no longer work with me - asked to speak with a manager and she explained same but after additional talk, it was discussed that a claim against ***** will be made but she insisted that it will do no good.

  

  Business Response

  Date: 09/12/2023

  Hello *******,
  
  We sincerely apologize for the misunderstanding with the issue of the gear that was damaged in transit.
  
  Our sales team was under the impression that the lens was damaged when originally purchased in 2022. I apologize for the confusion on our part.
  
  Purchasing issued the agreed upon payment on 9/11 for $150 regarding the item damaged in transit. We apologize for the inconvenience this has caused and consider this matter closed.
  
  Have a great day.
  
  Thank you,
  *****

   

   

  Customer Answer

  Date: 09/12/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is very satisfactory to me. It took some time to get to this resolution but very happy with how the management team ended up handling this situation 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:07/12/2023

  Type:Delivery 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.

  5/18/2023 Shipped out gear valued by KEH at $3300 5/22/2023 ***** marked my gear as signed and delivered to them 5/31/2023 Emailed KEH for update and received no response 6/1/2023 Called KEH, ****** told me my gear had been there for 7 days but "they receive around 500 shipments a day so it had been taking them around 10 business days to evaluate and process orders. ****** said "give or take by early next week you should receive an offer."6/8/2023 ****** said verbatim "We are working with ***** because it seems they delivered it to the wrong side of our building." Again, they said they would get back to me and never did.6/15/2023 KEH informed me of ***** investigation and ****** said "Don't worry, we won't leave you hanging. If ***** confirms it was their fault we will fight for you, it just might take a while."6/20/2023 Proof I owned item was requested, I sent receipt to them the same day.I kept calling throughout this time. However, ****** and other representatives just kept giving me the same response: "We are waiting to hear back from *****." On 7/5/2023 I called and they told me "It usually doesn't take this long."I called ***** to see if they would be able to give me anything with the tracking number. ***** informed me they have absolutely no history of KEH ever contacting them regarding my case.Lastly, I called KEH today and they had informed me the package was marked as fraud and they want me to open a police report. ***** again told me they have no history of any claim. They suggested me to open a claim myself but ultimately the shipper (KEH) would receive the replacement or payout. I am not willing to file a police report for a package that KEH themselves even insinuated they lost, and are not willing to take accountability for what happened. 2 months in and communication has been lackluster, as well as not even being willing to provide me with a claim ID for my own package. KEH does not care about their customers.Tracking: ***************

  

  Business Response

  Date: 07/13/2023

  We have security camera video of ****************** packaging being delivered by a ***** driver and handed to a KEH associate. The package was a flat envelope which was empty and undamaged. It would have been impossible for this package to contain a camera. The ***** online tracking information shows the package weighed 1lb and had no package dimensions, both which support the fact the package wasn't a box and couldn't have contained a camera. A call to ***** customer support confirmed that, at each of 4 weight scans along its route, the package weighed 1lb further validating our observations. Without going into great detail, this is a common fraud misdirect that we encounter. Our label is manipulated and placed on an envelope with the goal of it being lost in transit. The individual then reaches out asserting that their package has been lost and demands to be paid for the value of their quote. In all of our investigation, there's not a single piece of evidence that suggests a box containing a camera was every sent to us after which something may have gone awry. The tangible evidence we do have is our receipt of a small, empty envelope. Our policies are very generous when it comes to the security of our customer's shipments and our investigations when issues arise are exhaustive. In this particular case, without a shred of evidence a camera was ever sent to us, we're simply not going to pay ************** $3,300. 

  Customer Answer

  Date: 07/13/2023

   
  Complaint: 20313713
  
  Hello,

  Firstly, I have been incredibly patient with KEH and have never once insisted that my package was lost nor have I ever demanded money or a refund.

  According to the phone calls Ive had with ****** from KEH, I was told initially that the package had been received safely, then eventually was told ***** delivered it to the wrong side of the building. I have been calling anxiously since then due to the high value of my package and my need for a replacement or compensation if something had happened to it.

  I have been lied to for two months by KEH saying that they have been waiting for a ***** investigation to complete, while I have called ***** multiple times to confirm that a case was never opened by KEH.

  The only evidence requested from me was proof of ownership which I provided, but I will be attaching a receipt from the post office from when I dropped it off that day. Im not sure I understand what I am reading from your team with the weight and package dimensions, but I simply used the prepaid label provided and attached it to a box. 

   

   

  

  Business Response

  Date: 07/17/2023

  This has gone on for long enough so let me be blunt. We have video that confirms your package was an empty envelope and multiple ***** scans that confirm your package weighed the default minimum 1lb and wasn't assigned dimensions because it was not a box. When we asked for more information, you 1st told us your grandmother bought the camera for you at Best Buy but then you sent us a receipt from Adorama in your name. When we scanned this receipt the metadata revealed the image had been manipulated (read falsified). We scanned the most recent ***** receipt you shared but you were smart enough to erase the metadata this time. That said, I shared your receipt with ***** loss prevention who confirmed the tracking number and package weight did not conform to their format. Finally, ***** provided us with detailed internal tracking information, with timestamps and weights for every scan. Interestingly, they show the 1st scan occurred at 7:36am on 5/18 while the ***** location you visited doesn't open until 9am and your drop-off receipt has a time stamp of 1:12pm. We consider this issue closed and will not be compensating you in any fashion. If we've somehow made a grievous error, we will only deal with you through ***** Loss Prevention or your local Police from this point forward.