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: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 .

• Initial Complaint

  Date:06/16/2023

  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.

  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,
  
  *********************
  
  
  
   
  
  labels, boxing, or paperwork, except for an instruction booklet. Instead of the proper box, it was shipped in a small carrying case. I believe the camera was a used return item. I think this because not only did it not come in an open box without the original packaging, it came with an accessory grip attached. This grip is only sold as an after item and is attached to the camera with a permanent adhesive. With the grip on, the camera would not fit into a fitted leather ready case, which I had already purchased in anticipation of the camera's arrival. The camera appears to be in good working and cosmetic condition, so I will keep it, especially since I wish to use it for an upcoming trip. However, at no time was I ever informed that the camera I was buying was not a new ** model. Since the used product I received is not the new camera I ordered, I would like an adjustment in the price to match what was actually delivered, such as a $50.00 refund or store credit.

  Business Response

  Date: 06/19/2023

  We gave the customer a partial refund of $50 as they requested and they are happy now.  Thank you.

• Initial Complaint

  Date:06/06/2023

  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.

  Better Business Bureau:
  
  At this time, I have not been contacted by Willoughby's Camera regarding complaint ID ********.
  
  Sincerely,
  
  ***************************
  k saying I should not have to pay a restocking fee for the wrong camera. They did not respond back. I would like to return the camera for a refund.