Margaret O.

Extremely poor experience with this company. Cannot in good conscience recommend them. Save yourself the trouble and go somewhere else with actual customer service and real products. Started dealing with fiasco on the 15 November. Got no tracking number or information on my order so got in touch on the 22 November - when the item should have already arrived theoretically, but it hadn't. Was met with some explanation about DHL having delays due to pandemic restrictions which I am not even sure are true but I gave them the benefit of the doubt. I hear nothing and receive no package once again so I mesasge on 29 November. I get an apology for the delay but just vague information and nothing concrete about if and when I might receive this lens. I get a response in Dutch two days later which is a bit strange considering we have been conversing in English but no matter, I understand Dutch and still ask the same questions as I have not received any information. I wait a few more days again, nothing. I message on 3 December to ask for a tracking number. Now all of a sudden he responds saying the parcel is 'unable to be located' and he 'set a deadline of 12pm Monday to locate the parcel or they will block and claim the parcel and resend another parcel immediately but (I) can guarantee you that you will receive your parcel, either the existing package or a new package". It felt promising but I was getting a bit weary of all this suspicious back and forth. Thus I immediately responded "Hello M,
Where is the parcel being shipped from? I was under the impression that this was a Belgian company. I need the lens for a gig that I am doing. And I'm afraid I cannot keep going with this vagueness. I was asking for a parcel number so I can at least check on the tracking myself or speak to DHL. Or a date of when I would receive the item as it did not arrive in the allotted time on the website. " He responds three days later not having answered any of my queries – on 6 December 2021 "Hello, All items are sent from France." Therefore, my prompt response:
Hi M
Could I please get a response to my other queries as well? I do need to know if I have to go an buy the lens from somewhere else as this one doesn't seem to be arriving nor do I have a tracking number for it?

Kind regards | Met vriendelijke groet | Bien à vous,
Margaret

And added this in addition as I still didn't get a response
Just wanted to say that I ordered this item on the 15 November. It is now 6 December. I think I have been very patient with you guys being vague about when it will arrive but I do need a more concrete answer today.
I would like to know
1) the original tracking number
2) where the package has gone
3) when it will arrive at my house

If I do not receive this information by EOD today I will be filing a claim with my credit card company to cancel the order as I think I have been more than fair to wait since then. "By now I realise this whole situation is just complete BS as I've read the countless other reviews with the same issues. Regretting ever ordering from this 'company'

"Hello, DHL could not locate the parcel, I have blocked this parcel and requested another parcel is sent by our warehouse."

My reponse:
Hello M
I am still requesting for an exact date and tracking number for this few parcel as I have already been waiting three weeks for this item.
Kind regards | Met vriendelijke groet | Bien à vous,
Margaret

His excuse:
Hello,
We only get a bulk tracking number until the individual tracking number are designated once the bulk shipment is split.
Bedankt
MH
RhinoCamera.be
6 December 2021 1750
Hello M
Is there a delivery date that DHL has given then? I would like to know since it's already been three weeks.
Kind regards | Met vriendelijke groet | Bien à vous,
Margaret

7 December 2021 10:59 – I thought we were getting somewhere…
Hello,
This replacement will be with you early next week.
Bedankt
M H
RhinoCamera.be
I promptly respond at this point as I think I have been extremely patient. Another week? Sorry but I need to cancel this. I would like a refund asap
To which he simply says:"Hello, I will request this replacement is blocked for you if you do not want to wait."
Me:"Sorry I have waited almost a month and only keep getting vague dates of when it might arrive.
I needed the lens for a job I was doing that I had to cancel because it took so long.
How long will it take for my refund to be processed?
His response: Hello, Once this has been blocked the refund will take 2-3 banking days to show back on to the account you used to make the order."

Long story short - I have simply escalated this as fraud to my credit card company as this is just unacceptable behaviour. I waited over a month for nothing.

Edit as of 18 February 2022 - still no refund nor product. More threats of legal action. Ignored ask for address for legal service for my lawyers to serve them. Now reported to the police.