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:07/08/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a Canon camera online on May 23, 2025. Received said camera on June 2, 2025. The item in question came with a three year extended warranty. Purchased a Canon EOS R7 with kit lens. Went online to register the serial number of the ******************** with ***** only to find out that the serial number is invalid. Contacted ******************** and was given the runaround, told the extended warranty invalidates the manufacturer warranty (untrue, it should only extend it). Then given an RMA number to return said camera and items, provided we agreed with the policy at hand. As we did not have the original box but did have every item that was included in the box, they told us we could not return the item as it could not be restocked. Since the serial number on the ******************** is invalid, it is a counterfeit item anyway and should not be restocked and sold. Called multiple times, was hung up on. Called again, sent to the right department to talk to someone only to be sent directly to voicemail. Now any call from either of our phone numbers is assigned to go straight to their voicemail and they will not answer questions or reply. We have filed a dispute with the credit card company. We still only want to return the items purchased through Willoughbys and to receive a full refund as we do not trust them as a business and have no assurance or guarantee that any items we received through our business interactions are even legitimate.

  Customer Answer

  Date: 07/10/2025

  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:06/18/2025

  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.

  *** uses did routine business practices. Makes notices on the spot and tells you afterwards he doesnt offer refunds. Sells produxts 4x market price. Sold me a product that was quite price for what the market rate is (30$) sold me for almost 110$ and it broke after 1 use. I called to see a resolution and he hung up the phone on me. Ruined my vacation as I wasnt able to use a tripod. Want refund.

  Business Response

  Date: 06/20/2025

  Thank you for bringing this matter to our attention. We are sorry to hear about your experience and apologize for any inconvenience caused.
  We understand your concern and want to make it right. While our standard policy does not include refunds, we would be happy to offer an exchange for the item in question free of charge. You are welcome to visit our store within 14 days of your original date of purchase to complete the exchange.
  Please bring the item and your proof of purchase when you visit. Our team is committed to ensuring a positive experience and will be happy to assist you.
  Thank you again for your feedback. We look forward to resolving this issue for you.

  Customer Answer

  Date: 06/23/2025

  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: they sold me something for 110$ that costs 29$ online. The item was basically broken right off the bat. I reached out and was hung up on. I am on vacation and out of town and its been over 14 days. Thats the whole reason I bought the tripod for my trip, and my trip was ruined because of it. I demand a refund. 

  [Your Answer Here]

   

   

   

   

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

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

  Business Response

  Date: 07/10/2025

  Thank you for bringing this to our attention. We're sorry to hear about your experience and would like to make things right.

  
  Please visit our store at your earliest convenience with the item and your receipt, and we will be happy to issue a full refund. Our goal is always to ensure our customers are satisfied, and we appreciate the opportunity to resolve this for you.

  
  Sincerely,
  Willoughbys **************** Team

• Initial Complaint

  Date:04/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I found the camera I wanted advertised on sale at Willoughbys website. I read over the specs and description which included everything the camera came with. I opened a line of credit with ********* to get a deal on interest. After placing the order, I noticed the receipt looked a little off from other online companies I have ordered from. For instance there is no tax listed ($0). I started researching their company and say people saying they sell gray market cameras and dont list that they are international versions on their listings without digging for it. I went back and found on the last tab (after everything included was already listed) a tab that says product includes and it states an import model. I have called numerous times and cannot reach anyone. I have emailed to cancel my order and sent a message on their website with no response. The item has not been shipped, I just want to cancel due to false advertisement.

  Business Response

  Date: 04/30/2025

  Thank you for reaching out and sharing your concerns. We sincerely apologize for any confusion or frustration caused during your recent experience with Willoughbys Camera. We take customer feedback seriously and want to clarify the situation.
  After reviewing your order, we can confirm that your request for cancellation was processed promptly, and your order was indeed canceled as per your request. Additionally, we would like to reassure you that the credit card associated with the order was never charged.
  Once again, we apologize for any inconvenience this may have caused, and we appreciate your understanding. If you have any further questions or concerns, please dont hesitate to reach out to us directly, and we will be happy to assist you.

• Initial Complaint

  Date:03/20/2025

  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.

  Willoughbys order has been received with Order: #****** Thank you for your recent purchase with Willoughbys Dear ******** ****** We are aware that you have a choice when making a purchase from a vendor and we would like to thank you for placing your order with Willoughbys, your order #******. We regret to inform you that the item you have recently ordered from us has been oversold.We would also like you to know that we are in the process of purchasing more of this item from our vendors however this may take up to 4-6 weeks or longer to be fulfilled as many of our vendors are awaiting this product to come into their fulfillment ************************** this time we can offer you the following options to choose from:Option 1: Hold the order with us and await for it to be fulfilled from our vendors.Option 2: You may have the order cancelled.Please note, If you decide to wait for it to be fulfilled we will contact you before it ships. Please reply to this email within the next ***** hours so we can properly handle your order moving forward.We apologize for any inconvenience this may have caused you. It's a pleasure to serve you and hope you visit us again soon.Sincerely,Willoughbys Fulfillment Team The camera I ordered 2 days ago, is still being advertised at their website

  Customer Answer

  Date: 03/20/2025

  Better Business Bureau:
  
  I have decided not to deal with this business. ************ offered that I can retract my order. I accepted and the business did not charge my credit card. The camera I wanted to purchase is out of stock. The business still advertises it, Fujifilm X-100 VI, as in stock.
  
  Sincerely,
  
  ******** ******
  
  
  
   
  
  

• Initial Complaint

  Date:12/03/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a canon 6d **** ii camera body from Willoughbys on Friday November 29th . The price was supposed to be $899. I also paid for a 200 dollar warranty. They proceeded to call me the next day and tell me that I had ordered the import model and that I could pay $1199.00 for the canon usa version. I asked to have my money refunded but they told me that my warranty was non refundable. So I agreed to pay the extra money for the non import model. I received the camera yesterday and they still sent me an import model. I went to register on ***** and it said it was a non usa model and that they do not support it. After reading numerous reviews, I am worried that they will not give me my money back.

  Customer Answer

  Date: 12/28/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Willoughby's Camera regarding complaint ID ********.
  
  Sincerely,
  
  ***** ******
  

• Initial Complaint

  Date:09/06/2024

  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.

  I purchased a **** A7R5 from ********** Camera online for a great price. They called me the next day stating that I purchased the international version(which I now know is a lie and doesnt exist) and I needed to pay $700 more for the correct one. I called back to try and cancel the order and they claimed it was impossible to cancel and they already shipped it out, but could not provide a tracking number or any information(he just kept saying they just shipped it 15 minutes ago and no way to cancel). They are running a scammy operation and need to be shut down from online business.

  Customer Answer

  Date: 09/06/2024

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

• Initial Complaint

  Date:07/15/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 May 9, 2024, I purchased a lens from Willoughbys camera in ********. I received a phone call the next day saying I had purchased the import model. Nowhere on the listing did it say it was the import model. The man I spoke with said they had the domestic version they could sell me for an additional $479. He asked me what kind of camera I had. I told him it was a canon 6D ************ He said the lens would work great for me And would have it shipped out the next day, after I paid an additional $479.I received the lens a few days later. I tried to put it on my camera. It would not fit. Contacted Canon And they told me it would not work with my camera. Called ********** told them I would like to return The lens because it does not work with mine. Then I was informed I would have to pay a 20% restocking fee. Nowhere from the time I purchased the lens to the time I spoke to the man on the phone to the time I received the lens was I aware there would be a restocking fee. That is illegal in ********. I argued on the phone for a while. I ended up saying I was going to exchange it, but then changed my mind and I filed an official complaint with the attorney general of Iowa, A dispute with PayPal credit, and a dispute with PayPal. Now I am here. I would like to return the lens for a full refund. The lens has been sitting in my living room, packed and ready to go back to Willoughbys.I dont appreciate the rudeness that I was treated with when I was speaking on the phone with these people. If I wouldve been informed that there was a restocking fee, I would not have purchased from this company at all. This company practices in deceptive business. Which again is illegal in ********. If nothing can be resolved here I will be looking into getting a lawyer.Uploaded documents include documents of the checkout process with my notes. And the official complaint to the attorney general of Iowa. And the invoice that I received days later after the purchase

  Customer Answer

  Date: 08/10/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Willoughby's Camera regarding complaint ID ********.
  
  Sincerely,
  
  ***************************
  

• Initial Complaint

  Date:05/03/2024

  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.

  I ordered a Canon camera, lens and an accessory as a gift from Willoughbys (***************), based on an online ad, on April 25, 2024. The original invoice totaled $2,122.99. I called the company to clarify something about the delivery and the salesman asked if I realized this was a ******* model and did I want the US model, which included a metal lens mount and a 3-year warranty. I agreed, and was then charged an additional $500. (Final bill was $2,602.99)When the items arrived, the charging cable was broken, and the recipient called the manufacturer, Canon USA, and was told that the serial number was not, in fact, a US model, but an international model and would not be covered under the manufacturers warranty. When I called the store to discuss this I was informed that the 3-year warranty was a third party warranty, which was not originally disclosed to **** feel I was fraudulently coerced into being billed an additional $500, and received Gray Market product, thinking I was purchasing manufacturers prime product.When I requested a return authorization, I was sent an email saying Please acknowledge in your reply that you agree to a restocking fee of 20% which is posted on our Return Policy. Once we receive your reply that you agree to these terms, we will process your request for an RMA# I looked at their Returns Policy, which says nothing about a 20% restocking fee. I replied to the merchant that I refuse to pay a 20% restocking fee and want an RMA # now. They have not replied to me, and at this point I have no way to return the merchandise for a full refund. I would like your assistance in this matter.

   

  I subsequently reviewed the companys Refund Policy and did, in fact find a reference to a restocking fee. However, the policy states that Willoughbys reserves the right to refuse the return or to charge a minimum twenty Percent restocking fee. This language also allows the company to waive any charges for returns. Their online ad merely said 14-day return policy and I did not read the entire document at the bottom of their website.
  
  I am also attaching the two receipts I received from them on April 25. The first includes details of the original purchase. The second (higher amount) does not disclose what the additional $480 was for. That transaction was based on the phone conversation detailed in my complaint. And the original receipt nowhere indicates that I was receiving an inferior model than those sold by Canon USA.

  Business Response

  Date: 06/07/2024

  A full refund was given last week.  Thank you.

• Initial Complaint

  Date:02/13/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  This business is scamming a lot of people and needs to be shut down. I bought a camera lens and warranty, it totaled over $1,500 and they just take your money and never respond. I am going to start a claim with my bank, but is there a way to shut them down permanently so they stop scamming people

• Initial Complaint

  Date:07/24/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Purchase date July 18, 2023. Purchased a Camera for around $1500 and then I received a call from Willoughbys saying that I bought an import model, knock off,. They said I would have to pay more than $400 to get the American model and that way I would get a warranty and it would work with my electricity, they also said I have the wrong battery and the wrong camera card and the bill now is $2600. I received a Camera today called Nikon and they looked up the serial number and said it is not one of their *********************. They also said I will have no warranty and then Ive been scanned to see if I can return it. Called the company, Willoughbys and they will not accept my return unless I send them $524 upfront. I think its a scam. I want my money back Im willing to return the camera please help .