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:10/28/2022

  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.

  I sent them valuable camera gear brand new and slightly used gear. They made an offer on my gear, and I refused (the value was way under the worth of my gear) which in total is worth about $1500 they offered 500 that is why I declined. So they shipped back my gear without an address, no name, no address just the city and state. My gear is lost and the only compansation they offered was the initial offer they gave me. And I do not agree with this. They were negligent when shipping my items without an adress and I want the full amount my camara gear is worth. Below is the screen shot that shows they only put city and state. No address or name of recipient.

  

  Business Response

  Date: 11/01/2022

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

  I am sorry that your gear has not made it back to you. I see from the notes in our system that you are working with ********************* on my ***** team to try and resolve this issue. 

  Please let me know if I can do anything to further help this process.

  Customer Answer

  Date: 11/01/2022

   
  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:09/29/2022

  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.

  On 02/13/2022 I received a quote (Quote ID *********** from KEH for my **** Alpha A1 and Leica M10-R Cameras as well as the prepaid shipped label from ****** I accepted the offer and sent both of those devices using the provided ***** label however the tracking number did not update past the Collection scan. After waiting a week I contacted ***** and they advised me that the claim needs to be started for the package but it should only be started by the shipper, in this case KEH. I contacted KEH and after numerous delays was asked to provide serial numbers of ********************* I sent, this information was as requested sent to KEH on time. Despite numerous attempts to get an update in regards to the investigation from KEH I received zero updates from the company.

  

  Business Response

  Date: 09/29/2022

  Good Day,

  We have had multiple contacts without being able to verify any of the information provided. ***** notes that the package was dropped off, but only show a weight of 1lb. Since we have not been able to verify any of the information provided, and since this transaction follows the pattern of fraud we have seen for the same items in the same time frame we are unable to provide any further assistance. If you are able to provide evidence that the items were in the package received by ***** with a weight scans showing that the items were in the box, and you can provide a police report you should be able to file with you homeowners insurance. 

  I am sorry that we cannot provide any further help in this situation. Have a great day. 

• Initial Complaint

  Date:08/23/2022

  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.

  They sold me a faulty camera marked as excellent condition June 18, 2022. The battery charger did not work in any outlet I plugged it into. The 180 day warranty was incredibly misleading and not communicated well on the website. When I was FINALLY able to get in touch with customer service, they told me I couldn't refund or exchange but they could repair. Excuse me? You sold me a camera backed with a warranty marked as excellent condition and I can't even use it and they won't refund?! The day it came in I fell ill and had to stay on bed rest for some time after medical care. When I was well enough to get out and try this camera, on a paid session at that, I shot 3 poses. By the 4th poses the mirror stuck open and the camera would not function. I tried all basic maneuvers over and over until it finally released. I was able to take a few more pictures and it stuck again and again over and over. It's useless and I expect this company to make it right and refund this faulty product they sold as excellent condition. I need 100% refund, and I expect it promptly! I've seen the issues other customers have had in receiving their checks on time. Absurd for a company that's been in business 40+ years! I'm not newbie to Canon products. This should not he happening if it's an excellent condition.

  

  Business Response

  Date: 08/24/2022

  GoodDay *****************************!

  Thank you again for taking the time to speak with me yesterday. As I explained all of our used gear in BGN grade and higher carries a 180 day (6 month) warranty and a 21 day no hassle return period. Unfortunately this order is outside of our 21 day return period, so it would fall under our warranty, in which case we would replace or repair the unit. During our conversation I offered to replace the unit with a higher grade at no additional charge as a courtesy. After we continued our discussion I offered a return less a 15% restocking fee outside of our standard return period as a courtesy since you expressed that you wanted a refund, not a replacement. 

  As you requested, I generated information so you could return the gear less a 15% ($750) restocking fee. I can still update the return for refund to an exchange if you would prefer a replacement body, which would be covered by the remainder of your warranty.

  I am sorry that we are not able to offer a full refund. Please let me know how you would like to proceed. 

• Initial Complaint

  Date:08/04/2022

  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.

  I sold a Canon R5 kit to KEH camera; They made me an offer of $3000 in which I accepted on July 26th 2022; I opted for a check being mailed to me in order to avoid paypal fees. It's been 9 days and I have not received any funds via ***** I did reach out on 08*01*2022 via "contact us" form on KEH's website. I received a reply from a *************** day * stating to "wait until the end of this week. If you don't see it by then, give us a call and we can get it situated for you."Today * 08*04*2022 * I reached out via phone * sat on hold for 7 minutes * to reach "customer service" * only to be transferred to "purchasing" and then sitting for 2*3 more minutes * only to then be forced to leave a voice mail. I decided to reply to the email from Jake * asking to simply cancel the check and issue funding via paypal (I've attached my paypal screenshot here, so they have zero excuses in terms of transposing email addresses/etc)I'm deeply worried that I'm now out $3000 and/or my old camera without any recourse other than legal action. I did attempt to contact the company again and have received no responses. I did further research and found some alarming glassdoor reviews * one of which I've attached here, where a former KEH employee states:"Checks being sent out as payment to customers for gear that has been bought are sometimes held for up to three days before being put in the mail. I feel that this is unethical. We used to say that we would issue payment within 24 business hours, but had to remove it from our website as it became false advertising. The supposed leaders make unethical decisions regarding customers and employees regularly."Additional, and debatably "anecdotal" evidence of issues with the company are reflected here:https://****************/BusinessSearch/BusinessFilings ( Please note: *********** clearly had financial issues during the last recession per it's filing status).

  

  Business Response

  Date: 08/12/2022

  Good Day ***********************,

  I am sorry that you had so many issues receiving payment for this transaction. I see from the notes that **** in our purchasing department has canceled the check per your request and we have issued payment to your PayPal account.

  I cannot speak to what a former associate posted on glassdoor, however we process payment as quickly as possible, both for the initial payment as well as reissues. 

  Again, I am sorry for the issues with this quote. Please let me know if there is anything else we can do for you. Have a great weekend!

   

  -****************

• Initial Complaint

  Date:07/13/2022

  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 offered to sell my photo equipment to KEH and requested an virtual (Zoom) evaluation of my equipment. Upon inspection, they estimated the value of six cameras, multiple objectives and accessories at over $300. I shipped three large boxes of equipment to them. Their final valuation was $61(!), rating the equipment as "ugly" and "as-is", including citing damages to the equipment which were not there when I shipped it. They then simply stated that this will reduce the value to zero, even though they will likely resell the items for profit.

  

  Business Response

  Date: 07/22/2022

  Good Day *************************!

  Thank you for sending your gear in for evaluation. I have looked into your quote, and I see a number of notations regarding the gear that was sent it, including a few items that were misidentified, as well as fungus, haze, and wear damage consistent with the age of the equipment sent in. If you would like I can ask our team to take another look to confirm the grading of the gear. If you are still unhappy with the final offer we will get the gear returned to you, and cover return shipping.

  Please let me know if you would like me to explore these options.

  I hope you have a great weekend!

  Customer Answer

  Date: 07/29/2022

   
  Complaint: 17562456
  
  I am rejecting this response because: There was no adjustment of the low-ball offer that was made. I had to take it in the end, because we are in the middle of moving to another state. I would warn others not to sell their equipment to KEH. You are better off selling in Ebay.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/02/2022

  Good Day *************************,

  Thank you for your response, there was no change in the final offer because the condition the gear was confirmed by our technical team. 

  Had you rejected the offer we would have returned the gear to you at no cost, and you could have sold the items on your own. We did not "force" you to accept the offer.

  I am sorry that we were unable to resolve this complaint for you. Payment for your gear has been processed via PayPal as requested.

• Initial Complaint

  Date:07/12/2022

  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.

  On 7-3-2022 I ordered a camera form keh.com and have not received the camera as of 7-12-2022 On 7-9-2022 I ordered a camera lens from keh.com to go with the camera i believed i would receive from keh.com.Today 7-12-2022 I contacted keh.com to inquire if the camera and lens i had purchased were sent and when i could expect them. Instead of answering my inquiry i was told via keh.com live chat that i would need to contact a ***** coordinator to find out if keh.com sent the package to me, I explained to the keh.com representative that i only wanted the camera and lens i purchased and that i didnt have time to call thier shipper to get info on the purchase i made with keh.com. finally after telling the representative i just wanted a refund she still said i would need to contact or be contacted by an ***** coordinator to help me with my order from keh.com. After letting the keh.com representative know that i would have to take this to the next level (Meaning BBB, attorney etc) i was finally told by the keh.com Rep that the camera and lens were shipped on 7-9-2022 using *****. In the end i told keh.com rep that i just wanted a refund as obviously they have some kind of scam going on as they couldnt even supply a date of shipment for the better part of 20 minutes during my chat with them. I explained to the keh.com Rep that i would contact thier shipper ***** and ask them to return keh.com package to them and not deliver it to me and the keh.com rep agreed. I contacted ***** who informed me that keh.com will not allow a return and that the packages will be delivered to my doorstep. keh.com told me i would be able to have ***** not deliver the packages but ***** informed me that this was not true. keh.com would not provide info and wasted my time calling thier shipper.order id #s ********** and ********** Tracking #s453043918395620 and ***************

  

  Business Response

  Date: 07/18/2022

  Good Afternoon *********************!

  Thank you for taking the time to speak with me today. Again I am sorry for this experience, I have noted our conversation, and I will monitor the **** that were generated for both orders.

   

  Please let me know if there is anything else I can do to help resolve this issue. I hope you have a great afternoon. 

  Customer Answer

  Date: 07/19/2022

   
  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.
  
  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,
  
  *********************
  Hi ****************,  
  
  
    The package returned to you with tracking #*************** arrived at your location today 7-19-22 and was signed for by Hbrown. This package was never handed to me so it should still be unopened and in same packaging as was from your shipping dept.
  
  
    The Package with Tracking #*************** I received at my home on 7-15-22 but it was never opened; I placed the battery label you provided on the package, Since i never opened the package i placed the return paperwork in the thin opening around the original packaging tape and then secured the thin paperwork with my own clear packing tape so that it would not fall out ( Refer to attached photo with this email). The package was taken by ***** Rep and the new shipping label with tracking #*************** was placed on the package by the ***** Rep so the unopened package should be there in a few days.
  
  
  Tracking #*************** was received by keh signed for by Hbrown on 7-19-22.
  
  
  Tracking #*************** was received by me 7-15-22 but was returned to keh unopened on 7-19-22 using the supplied return shipping label   tracking #***************.
  
  
    I do wish things had happened a better way but given the fact i could not get info on my order from the online rep but just to contact ***** i lost all trust in keh given the fact that same products there are sold with different quality levels at different prices.  if i couldnt trust the online chat rep how could i trust that i would get what i paid for. From this i have learned not to use online chats so that i may be able to speak with a manager with hope that he is not on vacation.
  
  
  I trust That all will go okay and refunds will be issued to both my Affirm and Chase accounts but i will wait until the returns and refunds have been completed before i use funds.
  
  
     I appreciate your resolving this issue for me ***************. Thank You.
  
  
  *********************
  ************
  ***********************