Complaints

This profile includes complaints for Focus Camera, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Focus Camera, LLC has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Focus Camera, LLC

  905 Mcdonald Ave Brooklyn, NY 11218-5611

  
• 

  Focus Camera, LLC

  895 McDonald Avenue Brooklyn, NY 11218

  

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:05/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Against: Focus Camera LLC Address: ******************************************** Order Number: ********** (via *********)Purchase Date: May 14, 2025 Nature of Complaint: False Advertising / Incomplete Delivery / Deceptive Practices Complaint Details:I purchased the *** Neo Fly More Combo from Focus Camera through *********. The listing advertised a full bundle including a remote controller, three batteries, a two-way charging hub, and other accessories.However, I only received the standard drone with none of the advertised bundle items. This is deceptive and misleading, as I was charged for a premium package but received the basic version, which has an MSRP of $199.I contacted the seller requesting they either:1.Send the missing items (extra batteries, remote controller, charging hub, etc.) as advertised, or 2.Refund the difference between the price I paid and the $199 MSRP of the standalone unit.I want to keep the drone I received, but I expect Focus Camera to honor the advertised product or make the price right. This feels like a classic bait-and-switch tactic, and I am filing this complaint to ensure they are held accountable.Desired Outcome:Send the missing advertised items, OR Refund the difference between what was charged and the standalone MSRP ($199), this works out too $90 plus sales tax on that amount (8.25% for *****) = $97.42 Sincerely,****

  Business Response

  Date: 05/20/2025

  Hello, I apologies for the listing error. We have been working on correcting the issue and thank you for bringing this to our attention. I will be happy to have the refund issued for $98.00. You should see this in your Macys account shortly.  Thank you again for working with us. ***** **

• Initial Complaint

  Date:05/02/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered a camera lens that got lost in the mail and they wont do anything until the delivery service approves their claim for lost package. Has been 2 weeks since I have ordered the camera lens.

  Business Response

  Date: 05/03/2025

  Tell us why Thank you for your continued communication.
  We apologize for the delay in your package, as confirmed by the tracking information. As part of our standard procedure, we requested that you wait until the carrier officially marked the package as lost before taking further action.
  Throughout this process, weve remained in contact and addressed your requests promptly. You initially requested a reshipment, followed by a refund. As per your most recent direction, a refund was issued to you yesterday.
  Additionally, we have communicated with ***** and provided them with the relevant details should you wish to follow up with them directly.
  We appreciate your patience while we worked with the carrier to obtain updates. At this time, the matter is considered closed.

  Customer Answer

  Date: 05/05/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  **** ******
  
  
  
   
  
  

• Initial Complaint

  Date:04/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for a camera lens through ******** website, which was fulfilled by a third-party seller, Focus Camera. Although the package was marked as delivered correctly to my address, when I opened it, the box did not contain the item I purchased. Instead, it was filled with trash and appeared to have been tampered with.I immediately contacted *******, who in turn reached out to Focus Camera on my behalf. Focus Camera then asked me to provide photos of the box and to explain whether I believed it was tampered with. I responded promptly and provided clear photos of the packaging, along with my concerns.Despite the obvious discrepancy and the fact that the item is missing, Focus Camera concluded that the box did not appear to be tampered with and refused to take further action or offer a resolution.I believe this is an unacceptable response to a serious issue. As a customer, I paid in good faith for an item I never received.

  Business Response

  Date: 05/10/2025

  Hello,

  On April 22, 2025, we received an escalation email indicating that the item arrived damaged. In response, we requested photos of the broken item. The photos provided showed only the shipping box and not the item itself, as initially indicated. We were then informed that the box appeared to be tampered with,though there was no mention of a missing item at that time.
  
  Later that same day, we received another escalation stating that the box was empty.We again requested additional photos. However, upon review, we were unable to clearly determine any visible signs of tampering from the images provided.
  
  Since then, we have not received any further communication. Please note that we have filed a claim with *** and are currently working with them to investigate this matter further. All images and relevant information you provided have been shared with *** as part of the claims process.
  
  We will send an updated when the investigation is resolved with ***.
  
  We appreciate your patience as we work toward a resolution. If you have any additional information or images to share, please don't hesitate to reach out.

  Thank you, 

  Focus Camera

  
  

  Customer Answer

  Date: 05/15/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]
  I ordered an item through *******, but when the package arrived, it was empty and filled with trash. The item was completely missing, and the box had clearly been tampered with. Someone had sliced it open, removed the product, and sealed it back up. There was no damage, just signs of tampering, including tears at the back of the box.

  
  I contacted ******* and clearly stated that the item was missing, not damaged. ******* reached out to Focus Camera and connected them with me. I provided multiple photos showing the condition of the box. While the tampering was subtle and hard to capture on camera, I did my best to document it in good faith, genuinely hoping for a resolution.
  
  Instead, I received this response from Focus Camera:
  
  Thank you for providing the photos. It doesnt look like the tape has been *********** may have to follow up with ***.
  
  This was extremely frustrating. Even after I informed them that *** told me only the shipper can file a claim, Focus Camera refused to take responsibility and pushed the issue back onto me. Their tone was dismissive and implied that I was being dishonest, despite my efforts to cooperate respectfully.
  
  Whats worse is that even the ******* representative reviewing our communication was shocked by how Focus Camera handled the situation. They acknowledged how unprofessional it was for the seller to show such a lack of effort in resolving the issue and expressed disbelief at the way I was treated.
  
  Eventually, Walmart stepped in and resolved the issue themselves. Only then did Focus Camera file a *** claim, not because they wanted to, but because ******* made it happen. If ******* hadnt gotten involved, I have no doubt the seller would have done nothing.
  
  
  In their response, Focus Camera falsely claimed the item was damaged. That is not my fault if they were told that. I stated from the beginning that the item was missing. They also claimed my photos didnt show clear signs of tampering, which is unfairI provided what I could, and the condition of the box spoke for itself. Their claim that theyre working with *** now is misleading, because it only happened after pressure from ********

  
  At this point, I do not wish to continue any communication with Focus Camera. The matter has been resolved through *******, and given the lack of empathy and accountability I experienced, I no longer want to engage with this seller. I will never shop from Focus Camera again, and I strongly do not recommend them to anyone.

  In order for the BBB to appropriately process your response, you MUST answer the question above.

   

  
  
  
   

  
  

• Initial Complaint

  Date:04/10/2025

  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 March 31, 2025, I purchased a ********* LUMIX S9N with an *****mm lens kit from **********, fulfilled by Focus Camera, for $976.56. The order number is ***************. However, I received a ********* LUMIX G85 on April 9, 2025, after the seller unilaterally altered the order without prior notification. I request an exchange for the correct product.

  Business Response

  Date: 04/10/2025

  Hello, I am sorry you had this issue. While you place your order with Target the issue was with Target having the incorrect information mapped to the item on their site. We cannot help you with an exchange at this time. Please have the item returned for a refund. You will have to work with ****** going further. Thank you

  Customer Answer

  Date: 04/15/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: I am disappointed that accountability was not taken for the focusing issue. Instead, blame was deflected onto the target, which is unproductive. This failure to acknowledge responsibility hinders our progress. I apologize for not effectively facilitating a resolution. I hope we can move forward more constructively. 

   I'm disappointed with my recent purchases and the lack of resolution. I've attempted to resolve this issue directly with the sellers, Focus Camera and ******. Unfortunately, my concerns haven't been addressed satisfactorily. Therefore, I'll be pursuing this matter further through a small claims court. I hope for a positive outcome through this legal process. 

  
  

  
  

   

  
  

   

  
  

   

  
  

   

  
  

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  

  
  

  Sincerely,

  
  

  **** **

  
  

  
  

  
  

  
  

   

• Initial Complaint

  Date:02/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  DBA **************** ******* Order# *******-******** *o warranty bought so concerned re damaged delivery Am disabled - they require me to carry to store to return - cannot ******* shipped Focus sold Unclear if damaged by focus ******* ***** have submitted bbb on all three &initiated dispute w/bank focus wont allow pickup wmt wont help either have invested hours on this already just want them to pick it up with their own label and expeditiously refund me

  Business Response

  Date: 03/05/2025

  Hello, **** Shallenbergers contacted us regarding return this item and was explained that she needs to go to ******* with help with this return. This package was shipped directly from *******, they need to provide her with assistance in returning the item. This service is called *********************************** Her order shipped from a ******* facility needs to be returned to them and refunded by them. If this is returned to us, we do not have the ability to refund this transaction. That would be another issue for her. She did not accept our responses. Please contact ******* support and have this item returned for a refund. I hope everything works out. Thank you

  Customer Answer

  Date: 03/12/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   not sure what they meant by did not accept their contacts or something but the bottom line is ******* still giving me the runaround on crediting this back at a refund in full. They have the material and yes I do have a separate complaint against ******* but thats pending I just would like to hear this particular organization have some remorse about how they pack things

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:02/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  DO NOT BUY FROM THIS COMPANY!!! UNETHICAL!!! RUN DON'T WALK!!!Bought 2 units of the Lifestyle LS-AP350 PURA Max *** Purifier and Humidifier on Amazon, 3/24/21 and 12/27/21. We are a military family and we have a young child with asthma and this product seemed to check all the boxes. The unit actually works good believe it or not but you CANNOT find replacement filters nowhere on earth. We ONLY bought the second unit in hopes to buy us time to find replacement filters. We've spend over $200 buying and returning filters that simply don't match. Don't believe me? Read the ****** reviews and see for yourself when the complaints began...Fall of 2021. Come to find out that the product was discontinued that same year while they kept selling the product KNOWING that they are scamming customers that will be stuck. Everyone knows that ****** only give you 30 days for returns..duh! The filter replacement is recommended for every 3-6 months, of course AFTER the Amazon return window. So we contact the Focus several times via email and called the *********** location asking for help to buy filters and they would NOT respond via email...not to leave a paper trail of course or promised to have someone call us back...NEVER happened. They finally responded to us on Jan 9th 2025 and said...Sorry the product has been discontinued and it has been over 1 year since you bought the product so we CANNOT help you. ARE YOU KIDDING ME!!! So you took my money while KNOWING that I was gonna be stuck AND you're not willing to replace the unit or offer a refund? Perhaps a class action? We ended up buying another product after our child had a serious life-threatening asthma episode. This company is unbelievable and UNETHICAL. They hope to build your trust, take your money, stall for months or years by not responding, then turn around and spit in your face claiming too much time has past. There is now way this company should have an A rating. Thieves!!! Where is my refund?

  Business Response

  Date: 03/07/2025

  Hello, I am sorry this item did not work out after three + years. This is a discontinued item at this time. We do not have the filters any longer due to the item being discontinued. We cannot issue you a refund at this time. I am sorry that you did not buy the extra filters when they were available the beginning of last year. I see that you only attached one order you stated there is a second one. Please send that to us. I will have this looked into further. Thank you, ***** *.

  Customer Answer

  Date: 03/17/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I am seeking a refund of $389.90 plus 6% MD tax! It is very clear that you didn't even read my email. Your response shows your lack of commitment to your customers. You replied with a generic email while not even addressing the issues mentioned. You sold us a product while KNOWING it was or was about to be discontinued immediately after our first purchase in March of 2021. We contacted your company several times via phone and email asking for help with replacement filters and you simply ignore us for three years. We have been on several waiting list to purchase the filters of this product but we have never been successful since the product and filters were discontinued while we paid almost $400 for the products. We did not even get a chance to replace the original filter once and have since been stuck with these two devices. We want a refund! Just give us our money back, then and only then we'll consider this resolved!

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Customer Answer

  Date: 04/15/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Thank you for responding but we need a refund for both of our units especially considering the circumstances. We can prove that you DID NOT transact in goof faith! We will give you until the end of April 2025 to decide how you wish to proceed. We will be escalating this matter after April 30th, so its your call!

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 05/03/2025

  Thank you for your continued correspondence.
  We understand your frustration regarding the availability of the filters. Please note that the items in question were originally purchased in 2021 and, like many products, were discontinued as part of regular inventory updates. This decision was not made to inconvenience anyone.
  While we do not believe a refund is warranted under these circumstances, we will be issuing a refund for the two recent orders as a courtesy and to bring this matter to a close. This refund will be processed through *******
  We hope this resolution is satisfactory and appreciate your understanding.

• Initial Complaint

  Date:12/23/2024

  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 am writing to file a complaint regarding an incredibly frustrating and disappointing experience with an order I placed through ***** website. The item, which was fulfilled by their third-party seller, Focus Camera, and shipped via ****** was intended to be a Christmas gift for a loved one. Unfortunately, while the package was delivered, the items inside were stolen.I immediately contacted Macys, Focus Camera, and ***** to resolve the matter, but I was met with a complete lack of accountability. ***** claimed it was the responsibility of Focus Camera, while Focus Camera failed to offer any meaningful assistance, leaving me caught in a cycle of finger-pointing. Meanwhile, ***** deferred any responsibility, stating the matter had to be handled by the ********* a customer, I trusted ***** to stand behind the purchases made on their platform, especially during the holiday season when gifts hold so much meaning. I never expected that I would have to shoulder the cost for stolen items that were clearly mishandled during transita situation entirely out of my control.I strongly feel that ***** needs to reconsider its partnerships with third-party sellers like Focus Camera. When customers shop on ***** website, they are trusting the ***** brand, not the third-party sellers, to ensure a smooth and secure transaction. Unfortunately, this experience has broken that trust.I am turning to the Better Business Thank you for your time and attention to this matter. I hope this complaint will ************ and its partners to take accountability for situations like this in the future.

  Business Response

  Date: 01/07/2025

  Helo, I am sorry that the Christmas gift for your loved one did not arrive in the condition you expected. While I know you received the items from the carrier at a later date because it was returned to us. We have been issued a full refund through the ****** portal. Thank you. Focus Camera

• Initial Complaint

  Date:12/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 22, I ordered a **** computer monitor from Focus Camera via the **** website. It was to be shipped by ****************. Here's the order number: **************.On November 25, **** sent an email to inform me the item was shipping and included this tracking number: ****************Later on November 25, **** sent an email with a delivery update, now stating the monitor would not arrive until November 30.On November 29, **** emailed again asking me to leave feedback on the **** monitor, which I had not yet received.On the evening of November 30, the monitor still had not arrived. So, I went to the **** website and discovered the monitor was damaged in transit via Amazon ************'s unacceptable that between ****, Focus Camera, and Amazon Logistics, not one party in the chain could send an email to inform me action was needed. I contacted Focus Camera and they acted like it was my fault for not contacting them. They claimed that they, too, werent contacted by **** or ******, which is impossible to believe. They have refused to ship a replacement monitor, which makes zero sense. I finally told them to just issue a full refund. As of this writing, they have not done so. I called their customer service, but they wont answer the phone, even though someone is obviously working there because they sent a message via **** this morning. **** refuses to do anything until 12/6, which is ridiculous. Meanwhile, Ive wasted the last 24 hours trying to get answers from **** and Focus Camera. I spent a lot of time researching Black Friday week sales to find a deal on this expensive monitor. Now its extremely doubtful I will find another bargain. I need this monitor to do my job from home!I'm requesting not only a full refund from Focus Camera, but that **** pay in full for another **** monitor for their incompetent service. The cost of the **** monitor was $552.97 before taxes. With the Allstate policy, the total was $637.96, $671.14 + taxes.

  Business Response

  Date: 12/18/2024

  Hello, I am sorry for the carrier issue with the item you purchased. You in fact have *** refunded through the **** case you filed against us on ****. If that case was not filed, we would have been happy to have a replacement sent to you. We refunded according to ***** policy. There is nothing further we can offer you at this time. I am truly sorry for any inconvenience. Thank you

• Initial Complaint

  Date:08/16/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a purchase from this company through Amazon on 08/02/2024. I do not have the delivery date on hand anymore through Amazon, the purchase I made was for a DJI drone that cost about $1,100, with taxes came out to about $1,200 give or take. I opened a return request the day after receiving the item as that is when I went about opening it up for the first time, upon opening the package damage was immediately noted. A return request was submitted that same day, the next day the return request was approved by the seller and I received a return label for said item. That day I printed and returned the item to **** About a week later, I get an email that my refund was accepted and I should be expecting an amount of $67.14 to be returned to my card. The original sale price of the item, $1,119.00 was apparently being kept as a "re-stocking fee". If I return a damaged, defective item, how is it to be re-stocked? And even if it were to be resold in the condition it is in, how is that my responsibility? I was provided damaged goods, and they are keeping the full selling price of the item. This is fraudulent and deceptive business if I've ever seen it.

  Business Response

  Date: 08/19/2024

  Hello, this order was placed shipped and was delivered to the expected address. This item sent to the customer was brand new factory fresh. It was shrink wrapped as the item came directly from the manufacture. This was not damaged when this was sent to the customer. We provided pictures to Amazon of the item and the way this was returned to us. This is clearly return abuse. Amazon agreed with us. The customer was deducted a 100% restocking fee. There is a manufacture warranty where the customer should have gone for warranty help. I am sorry there will be no refund issued at this time. Thank you, Focus Camera ~

• Initial Complaint

  Date:05/06/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Request for Fair Resolution Regarding Recent Order ********************* Escalations Team,I hope this email finds you well. I am writing to address a recent issue I encountered while attempting to purchase the **** 300GM lens from Focus Camera.When I reached out to make the order, I was informed that the last lens had been sold out, despite my intention to purchase it. This news was disappointing, particularly considering the significant amount I have spent with Focus Camera, totaling $7,067.19.Given the circumstances, I would like to propose a fair resolution to this situation. Initially, I was provided with a delivery date of the 17th. However, I have now been informed that the new estimated delivery date is the 23rd. To compensate for the delay in receiving my items, I suggest a refund of 3% for each day beyond the initially promised delivery date.I believe this proposal reflects a reasonable and fair resolution to the inconvenience caused by the unavailability of the product and the subsequent delay in delivery. I trust that we can work together to address this matter promptly and amicably.Thank you for your attention to this issue. I look forward to your prompt response.Best regards,****

  Business Response

  Date: 05/06/2024

  Hello ********************,
  You contacted **** on 5/1/2024, to see if this item was available at that time, you were told that it was. You mentioned that you needed to move money around and you would call us back. You then called us back on 5/2/2004 and were told the item was sold out. You stated you needed this for a trip on 5/17/2024 and you were told the availability with **** was not until the 23rd of May. You were provided a great deal when placing the order with ****. In fact, he told me that he spoke with you today, he mentioned you to contact CS for your requested 3% per day in which CS denied this request to you because you were given the *** of the item from the beginning. Focus Camera has been transparent with you regarding your order with arrival dates of the **** 300GM lens. At this time there will be no 3% per day refund issued.
  Please let me know if you would like to keep this order open or if you would like to cancel and refunded.
  Thank you and have a great rest of your day.
  Focus Camera

  Customer Answer

  Date: 05/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  It sounds like there were some communication breakdowns when I called and requested to speak with Management. Unfortunately, nobody has returned my calls, despite leaving several messages. I believe there are some areas where Focus Camera could improve:
  
  1. It's important to inform the customer if the last item is about to be sold so they can make a purchase or put a hold on the item. This seems like a common-sense approach to customer service.
  2. When a customer requests to speak with management, it's essential to get management on the phone promptly. Sending them to voicemail repeatedly and not returning calls creates frustration and dissatisfaction.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 05/19/2024

  Hello, *********** this order has shipped sooner than we expected. ***** called you to make sure that this was going to the correct address.  The tracking has been emailed to you on 5/17/2024 by ****. There are two shipments on the way to you and are expected for delivery tomorrow. Please feel free to reach out if you need any further help. Thank you, Focus Camera~
  

  Customer Answer

  Date: 05/20/2024

  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 and the matter has been resolved.
  

  While I'm uncertain if anyone from management has returned my call, I do regard this matter as resolved. Acknowledging our initial misstep, I'm hopeful that such incidents can be avoided in the future. It would be appreciated if we could offer customers the choice to either hold or proceed with their purchase. Thank you for your attention to this matter.

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