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:06/23/2023

  Type:Order 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.

  Company advertises that they offer amounts for buying your used equipment. However to me and every other customer, as soon as they get the items, which takes them nearly 2 weeks to receive and evaluate, they reduce the offers by 25% or more. I sent in equipment in perfect condition as evaluated by a local shop. They claimed my equipment had non-existent issues and reduced my original offer of $152 down to $45. This is a common thing this company does and then re-sells your supposedly damaged equipment as near perfect on their website for a huge markup. They bait you into sending in your equipment with big offers, then rate it low and hope you'll take their offer so you don't have to deal with getting it back and taking it somewhere else. When I asked for proof of the so called issues, they refused to send me any proof that I could take to the local shop I originally had it evaluated it.

  

  Business Response

  Date: 06/23/2023

  *******,

  We're very sorry to hear of your dissatisfaction with our offer for your camera gear. When you created your quote, the condition grade you selected your items was our highest grade of Like New Minus. Our technicians found your gear to be fully functional but differed on the cosmetic condition. The camera you sent us was last manufactured in ****. It was in overall great condition for its age but it was not nearly indistinguishable from new. We graded it in Excellent condition noting that the foam needed replacement as did the film door due to rusting. Similarly, the lens you sent us was last manufactured in ****. It was also in very nice cosmetic condition but had fungus and haze on the glass. This is unfortunately also very common for gear that's experienced so many years of exposure to changing temperatures and humidity. Because these glass issues will significantly affect picture quality, the lens has a $0 purchase value. 

   While we respectfully disagree on the condition and value of your gear, the rest of your allegations have no basis in truth. A quote is a self-assessment. While we understand you may not have been able to catch the fungus and haze yourself, selecting the very highest condition grade for gear that's +/- 30 years old was setting false expectations. Your gear is now in the process of being returned to you at no cost as is our policy. Once you receive it back, you can take it back to your local shop for a reassessment and it is our hope that you receive a better offer.

  Regards,

  *****

  Customer Answer

  Date: 06/24/2023

   
  Complaint: 20224869
  
  I am rejecting this response because: I had my equipment evaluated before I brought it in. You have furnished no proof of any of the alleged issues other than you saying so. The previous evaluation I had done, showed no signs of haze or fungus and they rated they equipment in near perfect condition. However, following your reviews online, this seems to be a common theme with your business. In one instance you evaluated on a video chat almost $2000 for this persons equipment and then you received the equipment, you devalued it and gave him nearly $500 less. My lens had no haze or fungus on it and even if it did, there was no reason you couldn't clean it or wipe it off while you had it apart. So you're degrading my equipment to $0, the same as for parts equipment because of something so simple in your words. Next, my camera, had no rust on it. That I know for sure since I saw none and the shop I had evaluate it saw none. So your claim of rust on the door, was completely false. However, if the next step down from Like New Minus is Excellent, then why did my camera offer go from $115 to $45? That's a huge drop and completely unreasonable. If there had been a scratch on the lens or a crack, I could see an Ugly grade for the lens, but that lens was clear as ******* with no issues. You're very reputable for initially offering very high buy prices, then getting the equipment and offering 25% to 100% less, then selling the items online or in store for significantly higher to increase your profit margins. It's dishonest business practice and your quick response to this matter, along with the very quick response to all BBB complaints against you, show that you are consistently ready to defend yourself because you get so many complaints. You hope that when you offer lower amounts, the customer will take the lower offer because they don't want the hassle of trying to sell the equipment elsewhere and wait for it to come back. Not to mention the entire process is ridiculously long. You received the package in your facility 2 days after I sent it out. It took 3 additional days to receive an email saying you received it and 3 more days before you were processing it in your facility. By the way, the status link you sent me never updated until the final offer was received, even though I got emails updating me. It took another 3 days for you to start evaluating it and then 3 or 4 days for you to process it with a final offer. So it took you nearly 2 weeks just to receive it and evaluate it. And you have the audacity to change an offer from $152 to $45, with nothing other than your explanation as to why and no physical proof of your findings at all? No. You should not be in business and need to stop ripping people off. And cameras 30 years old are highly sought after. So claiming it was 30 years old like it's a bad thing is irresponsible as a business person. They are valued and highly sought after as film cameras are dying out and ones still in excellent condition are desired for there antiquity. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 06/26/2023

  *******,

  With respect to your camera body, I neglected to mention another issue that contributed to the lower value. In **********, you identified your camera body as the Pentax K1000 SE 35mm Camera Body, Black Leather while the item we received was the Pentax K1000 35mm Camera Body, Chrome. The latter is worth considerably less than the former thus your lower offer was a combination of the model correction and condition grade difference.

  At this point, it's best for us to agree to disagree. Given that we paid the cost of shipping to us and are shipping your gear back to you at no cost to you, the only cost to you in the end will be the time lost in the process. We're disappointed we couldn't meet your expectations but stand by our assessment. From here forward, we consider this matter closed.

  Regards,

  *****

  Customer Answer

  Date: 06/27/2023

   
  Complaint: 20224869
  
  I am rejecting this response because:
  I find your lack of caring insincere and irresponsible as a business owner. If mine is worth so much less then why did another camera shop offer me significantly more for the equipment than your final offer? Sadly, again as I stated this is a BBB complaint that will stay with you, and many others have come forward claiming the same things I am. If one or 2 people made the same claim, it would probably be shrugged off. However amongst all your ****** reviews and BBB complaints, this occurrence tends to be an ongoing and common theme for your business. Once again, you claim something, but have furnished no proof at all of these claims. Your business is a scam to unsuspecting people. 

  I will gladly take my items to another shop that will give me fair market value for my pristine items. Rest assured I will never do business with you again nor will I ever send anyone to you. My wishes right now are that your business goes under and you lose everything, but unfortunately the world isn't as knowledgeable in matters like this, and therefore will continue to fall victim to your morally corrupt business practices. 

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

• Initial Complaint

  Date:06/15/2023

  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.

  6/10/2023. This company is a major ripoff. Tried to sell a camera to them, I always grade the camera lower. They quoted me $60.00. They sell it on their website for like $215.00. that's like 600percent profit. I also ordered a camera, in bargain state, would have been nice to tell me screen was cloudy looking. But still works. It supposed to have a focusing screen which it didn't. I chatted with them, they say it's impossible to view anything without that part. Read online you could, but it's circular looking. This company refuses to believe they are in the wrong. They are hustlers. I rarely doubt it I'll return to them unless something is a bargain. All they have is quantity not quality.

  

  Business Response

  Date: 06/20/2023

  Hello ****,

   

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

   

  We offer a convenient selling experience which we purchase used gear at wholesale pricing. Once the gear is evaluated by our technicians our final offer is sent, the customer may accept the offer, or decline and the gear is returned at no cost. I could not locate a quote with your name or email to look into this, If you have a quote number, I can send it to our purchasing team to review.

   

  Customer satisfaction is very important to us. I see a billing adjustment is your desired resolution and would be glad to see if we could offer an adjustment. If you may attach some photos of the cloudy screen, I could have our ******* Assurance Supervisor review and we can go from there. I can also extend a return shipping label and issue an RMA for a full refund, if you would prefer. 

   

  I look forward to hearing from you soon. 

   

  Thank you,

   

• Initial Complaint

  Date:06/13/2023

  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.

  May/June 2023 estimate of $3,408.00 of Like New (some in boxes and never used) to 1 Bargain or Very Used Item came back with total value offer of $2317 but they are lying about items 1 camera as a bargain (it's not, low shutter count, etc), 1 lense as a bargain (it's not, it's brand new), 1 flash as a bargain (it's in a box, never used) and others instead of LN are either BN's or EX. All fairly unacceptable.Response time is ridiculous They will not send me the per item valuation and explanations of such I've been out of state and could not initially respond since I didn't have first estimate and cannot get explanation of their "quote"I've read reviews and now I am regretting sending my items as it sounds like this is what this department within KEH does this - they lie, and basically steal equipment and start selling it, some reviews state they still have not received their items as they no longer have it? I'm sending my complaint to the Attorney General's offices of both states as Good ***** Practices are being ignored Sadly I'm losing a place to purchase items as I cannot support a company where ALL departments are fair and honest I feel I'm being discriminated against as I'm over 55 and a woman and they are not responding in a timely manner to my needs and I cannot get an answer

  

  Business Response

  Date: 06/21/2023

  ******************,

  I apologize for the slow reply. When your issue escalated to me I requested a full QA review be performed. That coincided with the holiday weekend and dragged things out longer than I would have desired. In retrospect, I should have responded proactively to this end.

  We're very sorry to hear of your dissatisfaction with our offer for your camera gear. We have 50 technicians here all of whom assess the gear in customer quotes anonymously, meaning they have no visibility of the customer information nor the quote details. The condition grade you selected for all your items except one was our highest grade of Like New Minus. Our technicians found your gear to be fully functional but differed on the cosmetic condition. Additionally, two of the items were found to be different models than what was quoted. This resulted in our offer being lower than the amount you were originally quoted. While we respectfully disagree on the condition and value of your gear, the suggestion that any other factors contributed to our assessment and offer has no basis in truth.

  We understand your frustration regarding the lack of granular details surrounding your offer. It's a long time systems limitation of our offer webpage that we're working to enhance. I've attached a breakdown of both your quote and offer including the detailed notes from our QA auditor. Please review at your convenience and advise with any questions or concerns.

  Regards,

  *****

• Initial Complaint

  Date:06/08/2023

  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 a recent $3500 order I purchased a $1500 **** camera body, which was classified as like new minus condition, including all the accessories and cables. Hes a overwhelmingly likely to be OEM accessories due to the age of the camera and the fact that two of the accessories are not made by third-party seller The camera was shipped on its own, without battery cables, or any accessories listed I have been dealing with them for over a month with multiple people. The initial inquiry revealed that they were going to send out the accessories, but they never did.After five or six or more calls into them, they finally resent an unbranded Chinese battery and charger which **** itself warns not to put in the camera Three more calls into my supervisors later all I get is a lot of politeness, but no one willing to solve the problem and no one seems to care that theyve lost a customer for life that spend thousands of dollars a year with them

  

  Business Response

  Date: 06/12/2023

  Hello ******,

   

  I am sorry to hear your experience has not been a great one and apologize for the wrong replacement accessories that were sent.

   

  Jena, Sales Supervisor, issued another replacement, with the correct accessories, 06/08/23. The tracking shows it is expected to be delivered today.

   

  Here is your ***** tracking # - 453043910584152.

   

  Please let me know if there is anything else we can help with.

   

  Thank you,

  *****

   

• Initial Complaint

  Date:05/31/2023

  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 sent a camera lens to KEH to be sold. They provided a price ($1,419) upfront, so I agreed to sent the lens to them. Upon receiving the lens, they waited over week and then evaluated it, and then gave me a different price for hundreds less ($1098) citing that it was missing parts. The lens was practically brand new, in all original packaging, and included all box, parts, bags, cases, etc... They got back me to shortly after I called to request my lens back and they agreed to pay me the originally quoted price. I agreed to take a check for the originally quoted price vs. getting my lens back. This was two weeks ago, and I still have not been paid for this lens. This whole process has been going on for a month. I've sold camera lenses and camera bodies to other camera dealers and the entire process took 3 days **** They state the check left there on the 18th, and I still do not have it. I called and the person told me its 15 business days before they'll even attempt to do anything about the missing check.

  

  Business Response

  Date: 06/01/2023

  Hello ****,

  
  I am sorry to hear payment has not been received, yet. Once an offer has been accepted, the gear is added to inventory, and we are unable to return gear. ****** Mail can be unpredictable thus our practice of waiting 15 business days before reissuing checks. If the check isn't received by 6/6, please reach out and we will reissue and expedite. I apologize for the inconvenience.

  
  Another option, we can stop payment and send via PayPal or Venmo immediately.

  
  Please let me know if there is anything else I can help with.

  
  Thank you,
  *****

  Customer Answer

  Date: 06/02/2023

   
  Complaint: 20125708
  
  I am rejecting this response because:
  

  I still have not been paid, and now my lens is gone. This is absolutely beyond ridiculous. I actually cannot believe this is even happening. If you believe the **** takes this long to deliver a check, you're mistaken. I have mailed several items all over the country in the past few weeks and they all got to their destinations within 3-4 days. This lens left my possession on May 1st. It's gone. I have not been paid. 

  What is going to be done to resolve this today? 

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

  

  Business Response

  Date: 06/02/2023

  Hello ****,

   

  I understand your frustrations and apologize it is taking a bit longer than expected.

   

  If we issue a replacement check before waiting 15 business days, and the first check arrives 1st, you won't be able to cash or it will bounce. We've had these types of things happen too often, which is why our policy is to wait 15 business days.

   

  Customer satisfaction is very important to ** so if you would still like the check resent, we are willing to resend before 06/06. We can also send immediate payment electronically through PayPal or Venmo. Please confirm how you would like to proceed.

   

  Thank you,
  

  Customer Answer

  Date: 06/02/2023

   
  Complaint: 20125708
  
  I am rejecting this response because:

  Still no check as of today. If you pay me via Paypal, will I be hit with fees? 

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

• Initial Complaint

  Date:03/31/2023

  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.

  TRANSACTION DATE: MARCH 25 2023 04:35 24 EDT TRANSACTION ID ***************** MERCHANT : KEH.COM INVOICE ************* AMOUNT PAID: ****** / PAYPAL NATURE OF DISPUTE : ITEM DID NOT RECEIVED, SELLER RESOLVING ISSUE.SELLER WAS NOT RESPONDING TO THE ****** EMIAL MULTI TIME, ALSO INFORM THAT I ALREADY CALL ***** AND INFORM THE PROBLEM.TRACKING # *************** ITEM ORDER: CANON ******MM F/4 L IS USM MACRO EF MOUNT LENS

  

  Business Response

  Date: 03/31/2023

  Hello Clarrise,

   

  I am sorry to hear you have not received your package.

   

  ****** responded to email #SAL00239491, on 03/29/23, advising a tracer was initiated with ****** ***** requires the shipper to wait 3 business for their investigation to be completed. If we do not hear back from ***** by the 3rd business day, by 5 PM **, then we may reach out for an update. Since the tracker was initiated 03/29, we must wait until Monday 04/03/23 to hear back about their findings. I apologize for the inconvenience.

   

  If there is anything else I can help with, please let me know.

   

  Thank you,

  *****

  Customer Answer

  Date: 03/31/2023

   
  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.  
  but. The reason isnt accurate they never responded to me. I never received any response to my email and that is why Im here asking for help with BBB.  Anyhow I will just wait their action to resolve the issue thanks.

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

• Initial Complaint

  Date:03/16/2023

  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.

  The item was listed with a 39mm adapter but did not state tehat two other adaptors were missing. Thanks to their attempt to conceal information I now have to incur return shipping and waste time following up for the refund. Generally an unethical practice and causes unnecessary inconvenience. I do hope they are fined because they do not deserve any A type rating.

  

  Business Response

  Date: 03/16/2023

  Good Day!

  Thank you for reaching out! We list all of our items with the accessories included with that item. In the case of this listing the unit was listed with the case and L39 adapter. This listing did not say that the unit would include any additional items.

  We are sorry for the confusion, and are always ready to answer any questions you might have regarding a listing before an order is placed. We have provided the customer return shipping instructions and an RMA, however we will not provide a prepaid return label in this case. 

• Initial Complaint

  Date:02/11/2023

  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.

  Hello, I had heard rave reviews and recommendations about KEH cameras and their services for used gear, whether it is selling, trading or purchasing used equipment. I heard some rumors that KEH may now be an authorized reseller of FujiFilm, as they are a **** Authorized partner (listed on their website, under the *** section, a tab listed "Does KEH sell "NEW" **** equipment"... when dropped down it says "Yes, KEH is a **** Authorized dealer, please call our customer care team to consult or order new **** gear). I went to KEH website and navigated to the "sell" section. I was presented with a chance to perform an instant quote, which I did for my equipment.1. Canon EOS R5 - Like new minus condition with box and all original accessories 2. Canon RF ******mm F4 L IS USM Lens - like new minus condition with box and all original items 3. Canon RF *******mm F5.6-8 IS STM - like new minus condition with original packaging and all original items The quote was roughly $3,437.00. I thought the quote was close to my liking, so I looked all over the website for how to purchase new Fuji, and didn't find an option. To ensure the value I thought my equipment was on the instant quote, and I planned on trading for new Fuji lens, I navigated to the "Trade" tab. I opted for a video quote with ************************* on January 18th from 4:30PM to 5:00PM CST. We had a great conversation, he stated my equipment after review would reach "like new minus" condition. He stated they do sell FujiFilm equipment new, but it's not listed. He stated I would receive 10% trade bonus. I sent my gear in against the quote of "**********" and received an offer on January 30th for $3,432.00. I was greeted with sales by "the trade bonus is not 10% without purchase, nor does it apply to the full amount unless the full amount is applied to equipment purchases from KEH. No where does it state this on KEH website, it simply states "10% bonus by opting toward an immediate purchase. I looked in faqs, nothing.

  

  Business Response

  Date: 02/13/2023

  Good Morning *****,
  I am so sorry for the confusion, I have gotten a lot of education this morning here internally.
  
  We can order certain new Fuji and **** product, on average it takes about a week to a week and a half to get the gear in. **************** on our sales team was able to get the order for the Fuji ***** set up for you. It arrived this morning and should be sellable to you by the end of the day. Once I have confirmation that the gear is sellable I will reach out to complete the transaction, and I will get the trade bonus applied to the order for the lens for the full 10% of your quote as a courtesy. I am passing your concerns regarding the trade-in promotion to our trade coordinator for review.
  
  It looks like you have already closed out your quote with a PayPal payment, I can send a PayPal invoice for payment of the lens if you are still interested in purchasing the gear.
  
  I am so sorry for my lack of knowledge, confusion, and the lack of notes on your accountI still have no idea who ******* is, and I will be talking to ***** in person the next time I see him so I figure out who he is. Possibly a new hire I have not yet met.
  
  Please let me know if you would like me to proceed with the order and PayPal invoice,or I can call and take payment via Credit card. Also, if you are no longer interested in the item I can close out the hold transaction.  

  Customer Answer

  Date: 02/15/2023

   
  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. KEH has been in constant contact with me since that day. They acknowledged everything that was discussed, and providing me the options to purchase the lens with the 10% Bonus trade on my total quote, or simply receive the 10% bonus trade on the total quote as a Paypal invoice. I want to ensure that anyone reading this does understand that my incident is isolated, and is not the norm. KEH is making changes for better understanding of clients and has ensured they stand behind their clients. I appreciate the businesses responses, diligence and efforts to resolve my issue. I look forward to performing future business transaction with KEH, and personally have a better understanding of the business. All in All, it is hard to align major changes within  an organization, but I feel KEH is doing so now. I look forward to those changes. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/31/2022

  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 contacted KEH Camera to inquire about the value of a Canon EOS camera body and Canon lens that I was interested in selling. Their quoted price for the lens and camera body was $114. I spoke with their representative, who confirmed that if the camera body and lens were in good condition, the offer would stand. The offer that I received after their review of my two products was for $3. I requested that my items be returned to me. Only the camera body and a lens filter were returned. I was told by ****, after leaving numerous messages without getting a call back, that my lens was deemed ugly and they could do nothing about the fact that it wasn't returned to me because it had probably been sold. I then spoke with ****, who is a manager above ****. I was informed that my lens had been found and that it would be returned to me. The lens that was subsequently sent to me by KEH is NOT the lens that I sent to them. Please see photos - the lens I received from KEH has some sticky material attached to the side of it and the lens cap is different from the lens cap on the product that I sent to KEH originally. Either return my exact lens to me, or pay me the dollar amount of the original quote for both items that were sent to KEH in good faith. KEH is attempting to put closure to their deception by sending a lesser product. They need to request a pick up by the carrier of their choice so that I can return their item. The theft of my product must also be addressed.There are many complaints about this company here on the BBB website. I believe KEH to be dishonest and deceptive in their business practice.

  

  Business Response

  Date: 01/04/2023

  Good Day,
  Thank you for reaching out in regards to this quote. I have researched the notes attached to the transaction. 

  The customer was unhappy with her offer based on our evaluation of the equipment and requested her gear be returned. As is our policy, we returned her gear at our cost back in October. She contacted us the week of Christmas and informed us she hadnt received her Canon lens in our return package. The customer was unable to provide a serial number or any identifying information for the missing item. Given the time that had passed, and without specifics regarding the item were unable to confirm if her lens was still in our possession or not. We had 8 of the same lens in stock, however their records all indicate that they were purchased from different customers, and without a serial number we could not research the missing item further. Since we could not confirm if the customers product was returned KEH replaced the missing item with the same model lens in the same cosmetic condition as the unit that was sent for evaluation.

  Based on the customers message they may have misunderstood the reason for replacement. If the customer is able to provide a serial number for the missing item we can investigate further.

  Please let me know if I can provide any further information.

  Customer Answer

  Date: 01/05/2023

   
  Complaint: 18666442
  
  I am rejecting this response because:

  1. Upon receiving the KEH final offer of $3 for my camera body and the lens, I rejected the offer and requested that said items be returned to me. This is KEHs business model, and their advertised in writing offer to a client who does not accept their offer. I requested only that they follow the protocol that they advertise. Its unprofessional to point to the fact that it was only partially returned at their expense as noteworthy. 

  
  2. I am in the process of packing up a home to move, hence my interest in finding a venue to purchase these items. Upon receipt of the return package, I mistakenly trusted that both of the items were in the package when in fact they were not. 

  3. I spoke with an older representative of the company when I received the quote. He advised that I could DONATE anything that I wanted to give to them, This implies to me that KEH is in the habit of receiving items without paying for them despite the fact that they are running a for profit business. This suggests that they sell at a profit merchandise that they have received for free.

  4. I may have the original receipt at another location. The serial number may be noted, on the other hand I may not have the receipt. The attachments that I sent show photographs of both my lens and their lens, The lens that they sent has a sticky glob of what looks like glue or mucilage stuck on it and a different lens cap from the one that was on MY lens.  My lens was  clean, as shown in the photo without any excess material on it. My lens was  clean, as shown in the photo without any excess glue type of material on it.
  5. KEH is putting the onus on me to produce the serial number when they KEPT MY PRODUCT without my permission. The onus should be on them to return my product. 
  

  6. **** told me that my lens was probably sold. This indicates that KEH has a record of this transaction. It should be simple for KEH to produce records for every lens with the exact description of my lens sold between the time that my product was received and the present to demonstrate their good faith effort to rectify this situation. 

  7. There are numerous complaints about KEH here on this Better Business Bureau website. These complaints suggest that there is a pattern of questionable practice on the part of KEH. This is a bait and switch on behalf of KEH, after they attempted to keep my merchandise without paying for it. 

  7. In my conversation with ****, ***** supervisor, prior to shipment of the incorrect lens, I requested to speak with the owner of the business. There has been no follow up to my request by the owner or anyone else associated with KEH
  

  8.  I request that KEH rectify the situation:

  A. Produce transaction records including selling price for all lens that match the description of my lens between the time they received my lens and the present time.

  B. If they have not sold a single lens that matches the description of my lens, KEH needs to return the correct lens that I sent to them in good faith.

  C. If they are unable to produce my original lens, I must be compensated at the amount of the original quote.

  Sincerely,
  

  
  *********************

  

  Business Response

  Date: 01/05/2023

  Thank you for the follow-up.Based on our records the Canon lens was returned with the camera body. We will not provide records of our sales as this data is confidential. All of the serial numbers in our system are linked to completed quotes. Our system only maintains serial number data if we complete a quote. If items are returned to the customer we do not maintain serial number data.
  
  The replacement lens was the same model as the one sent in, and in the same cosmetic condition as the camera body and lens that the customer sent in for evaluation. We maintain that all of her gear was returned, as well as an additional lens sent to replace the one that the customer states she did not receive, we sent this unit as a goodwill gesture.
  
  Unfortunately, we are unable to provide any further assistance in this case.
  

  Customer Answer

  Date: 01/12/2023

   
  Complaint: 18666442
  
  I am rejecting this response because KEH Camera has not responded to my request for action on their part. This company did not return the merchandise that I sent to them. When they finally did return product, what they returned to me is a far less quality that the product I gave them. I see their actions as dishonest and look forward to rectification.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/18/2022

  Type:Order 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 received a text that said I could get 10% off site wide. I found an item I wanted. When I added the promo code it said I couldn't because the used item I wanted was too high of quality. The text had no qualifiers. I wasted my time. No one at Keh cared or would admit they used fraudulent advertising. I can send the screenshot ftom my phone.

  

  Business Response

  Date: 12/19/2022

  Good Afternoon!

  All of our promotions carry the same terms and conditions, which are linked in our promotions, availble on our website, and were included in the advertisements on our site. Our terms and conditions can be found here: https://www.keh.com/shop/terms-conditions

  Promotional Offers
  Valid on available inventory only during the promotional time frame. Offers cannot be applied to previous purchases placed more than 21 days prior to promotional time frame. Discounts apply to product cost only and are not applicable to taxes, repairs, quote cost, or shipping. Not valid for gift cards, cash or cash equivalent. Cannot be combined with other offers. Offers are non-transferable and subject to change or end without notice. See promotion for specific details and expiration.

  
  Exclusions
  Unless otherwise specified, promotional offers exclude New grade products, Like-New grade products, Leica brand products, and Protection Plans. Teleconverters and lens conversion optics are included in Lens category promotions and are excluded from Accessory category promotions.

   

  I am sorry for any confusion, please let us know if there is anything else we can do for you. Have a great afternoon. 

  Customer Answer

  Date: 12/19/2022

   
  Complaint: 18606906
  
  I am rejecting this response because: as I understand the law you can not advertise without telling the exclusions and fine print. They wasted a lot of my time by assuming a text (see attach) that says 10% site wide using a code would get me 10% off. So I spent time looking around added it to my cart typed in the code just then be told that I do not get 10% off. This isn't just not fair or poor business I believe that's illegal. BBB let me know if that is legal what they did. And now my lens is sold. Just ridiculous. 
  terry 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 12/19/2022

  Good Afternoon ****************,

  I am sorry that this item has sold, if there is a similar unit that would have qualified for our Save10 promotion, or our 5% new customer promotion I would be more than happy to start an order, however the same terms and conditions mentioned earlier would still apply (Discount would not be valid on Leica product, items in NEW and LN condition. LN- items are excluded from the Save10 Promotion.)

  Please let me know if you would like to start an order.

   

  Customer Answer

  Date: 12/19/2022

   
  Complaint: 18606906
  
  I am rejecting this response because:  it's obvious you have lawyers that tell you to never admit a mistake or apologize. And the 5% for a new customer wouldn't really make sense since I was a 25 year customer. Maybe your lawyer would like to read over the federal trade commission on federal disclosure laws. 
  

  https://www.ftc.gov/sites/default/files/attachments/press-releases/ftc-staff-revises-online-advertising-disclosure-guidelines/130312dotcomdisclosures.pdf
  
  Sincerely,
  
  *************************