Adorama FAQ | Sitejabber

Question:

I ordered a brand new softbox and the package arrived on monday 2/8. when i opened the shipping container (which was perfectly fine and intact), the manufacturer's box looked worn and re-taped as if it was an open-box item. when i opened the manufacturer's box, there were no tags or any product information material in it. when i removed the softbox from the case, i was horrified to find that the softbox looked used, the metal ribs were broken and screws were missing or had fallen out. i was sent a broken (and probably used) item! i immediately called your customer service and polly told me to send (via email) pictures of: the item, manufacturer's box and shipping carton. i did as she instructed that same day. the next day, tuesday 2/9, i receive an email from polly (from a different email than the one she told me to use) reminding me to send her an email with the pics. so this time, i copied the email i had already sent the previous day, attached the pictures again, and sent as a reply to the email she had written me from. i have not heard back yet. all i want to do is get this item exchanged for what i paid for: a brand new undamaged, working softbox. it didn't even come with the bulb that it was supposed to come with. i have never had a problem with adorama before and i have ordered from you many times over the years. should i continue waiting for polly or someone from your customer service to email me back? please help. I ordered a brand new softbox and the package arrived on monday 2/8. when i opened the shipping container (which was perfectly fine and intact), the manufacturer's box looked worn and re-taped as if it was an open-box item. when i opened the manufacturer's box, there were no tags or any product information material in it. when i removed the softbox from the case, i was horrified to find that the softbox looked used, the metal ribs were broken and screws were missing or had fallen out. i was sent a broken (and probably used) item! i immediately called your customer service and polly told me to send (via email) pictures of: the item, manufacturer's box and shipping carton. i did as she instructed that same day. the next day, tuesday 2/9, i receive an email from polly (from a different email than the one she told me to use) reminding me to send her an email with the pics. so this time, i copied the email i had already sent the previous day, attached the pictures again, and sent as a reply to the email she had written me from. i have not heard back yet. all i want to do is get this item exchanged for what i paid for: a brand new undamaged, working softbox. it didn't even come with the bulb that it was supposed to come with. i have never had a problem with adorama before and i have ordered from you many times over the years. should i continue waiting for polly or someone from your customer service to email me back? please help.

Answer:

Hi Laurie It sounds as though Polly was not able to open the file and may not even have realised you sent it. Can I ask you to send the pictures directly to me - I have a capacity for receiving larger files - also your order number. And I will look after you from here. Please accept my apologies for the inconvenience and disappointment caused and I look forward to hearing from you. Best wishes Helen Oster Adorama Camera Customer Service Ambassador Helen@adorama.com

By Nancy M., Adorama Camera Customer Service Ambassador over a year old

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Question:

Horrible. i placed my order on dec. 7,2015. now, twelve days passed, ups facility does not receive the shipment but adorama already charged me because of using the tricky term "drop-ship". never order from adorama. Horrible. i placed my order on dec. 7,2015. now, twelve days passed, ups facility does not receive the shipment but adorama already charged me because of using the tricky term "drop-ship". never order from adorama.

Answer:

Please can you email me with your order number so I can help? Helen@adorama.com

By Nancy M., Adorama Camera Customer Service Ambassador over a year old

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Question:

If i order a new macbook air online and it is damaged, etc. how long do i have to return? this is for a birthday present so she would not receive it until may 24th. thanks, karen If i order a new macbook air online and it is damaged, etc. how long do i have to return? this is for a birthday present so she would not receive it until may 24th. thanks, karen

Answer:

I'm sorry, but any returns need to be discussed directly with the manufacturer, as per our website: http://www.adorama.com/help/returnPolicy "Following items cannot be returned once opened Software, Film, Paper, DVDs, Bulbs, flash tubes, Batteries, Ink cartridges, Notebooks, Netbooks, Tablets, iPads and Computers". If you have any additional queries you are most welcome to email me directly: Helen@adorama.com

By Nancy M., Adorama Camera Customer Service Ambassador over a year old

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Question:

Yes or no on ordering xbox series x from here i can't seem to find anywhere

Answer:

Never deal with them, slow and shady. Price may be changed instantly

By Ravil A. on 8/23/23

Question:

When they say an ipad is new, can be sure it is new? When they say an ipad is new, can be sure it is new?

Answer:

You can`t be even sure that it is in stock. They attract traffic with low prices. I was recently put on hold for a sweet deal on cinema camera (that is why I am here) and finally they cancelled my order. Price was too good to be true.

By Ravil A. on 8/23/23

Question:

How long does it usually take for an email response? my first email was sent to polly at adorama on 2/8. then helen from adorama advised me (through this q&a board) to send the email to her instead, which i did on 2/12. i hadn't heard anything back, so i also sent a follow up email yesterday, 2/18. please advise. thank you. How long does it usually take for an email response? my first email was sent to polly at adorama on 2/8. then helen from adorama advised me (through this q&a board) to send the email to her instead, which i did on 2/12. i hadn't heard anything back, so i also sent a follow up email yesterday, 2/18. please advise. thank you.

Answer:

Dear Laurie I have not received any emails at all from you - I have checked my spam and my trash. Please send ONLY your order number to me: Helen@adorama.com. Do not attach or include pictures. Helen Oster Adorama Camera Helen@adorama.com

By Nancy M., Adorama Camera Customer Service Ambassador over a year old

Question:

I put an order on dec 7,2015. eleven days passed, i do not get my stuff. where is my stuff? where is my stuff? where is my stuff? where is my stuff? where is my stuff?

Answer:

I was sorry to see this and would like to help, but am unable to ID your order without more information. Can you please email me with your order number: Helen@adorama.com. Helen Oster Adorama Camera

By Nancy M., Adorama Camera Customer Service Ambassador over a year old

Adorama Questions & Answers

Yes or no on ordering xbox series x from here i can't seem to find anywhere

When they say an ipad is new, can be sure it is new? When they say an ipad is new, can be sure it is new?

I put an order on dec 7,2015. eleven days passed, i do not get my stuff. where is my stuff? where is my stuff? where is my stuff? where is my stuff? where is my stuff?

Can’t see your question? Ask to get answers from the Adorama staff and other customers.

Adorama Questions & Answers

Yes or no on ordering xbox series x from here i can't seem to find anywhere Yes or no on ordering xbox series x from here i can't seem to find anywhere

When they say an ipad is new, can be sure it is new? When they say an ipad is new, can be sure it is new?

Can’t see your question? Ask to get answers from the Adorama staff and other customers.

Yes or no on ordering xbox series x from here i can't seem to find anywhere