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Forum: Pentax News and Rumors 08-07-2017, 02:35 PM  
KP on Closeout at Adorama?!
Posted By Helen Oster
Replies: 93
Views: 9,429
It was an error........it should have read 'special' not 'close-out'

Apologies for any concerns this may have caused - I don't know who messed up here, but I do know who got it put right.
Forum: Photographic Industry and Professionals 07-09-2017, 04:42 AM  
Negative Adorama Experience; buyer beware
Posted By Helen Oster
Replies: 19
Views: 2,495
Thank YOU, Brian, for giving me the opportunity to be able to make this right. <3
Forum: Photographic Industry and Professionals 06-12-2017, 01:31 AM  
Negative Adorama Experience; buyer beware
Posted By Helen Oster
Replies: 19
Views: 2,495
Brian

I've responded to you by email and PM here and on dpreview plus ephotozine - my colleague Leah will be responding to you on Reseleratings

I just got confirmation that the used department have sent a request to Accounts for a check in the sum of $449 to be mailed to you.

Does that work for you?

Do let me know.

Best wishes

Helen
Forum: General Photography 03-15-2017, 03:46 AM  
BHPhoto or Adorama?
Posted By Helen Oster
Replies: 26
Views: 1,169
Yes, that's what SHOULD happen...



Thanks!
Forum: General Photography 03-15-2017, 02:02 AM  
BHPhoto or Adorama?
Posted By Helen Oster
Replies: 26
Views: 1,169
Thank you so much!!!

<3

---------- Post added 03-15-17 at 04:22 AM ----------



I'm so, so very sorry to read that this was your experience, particularly as this was caused by recent major changes in our distribution center, intended to improve the customer experience.....:(

We are BIG believers in doing everything we can to reduce our carbon footprint, but absolutely did not want to compromise on service to our customers. So we invested heavily into researching into more environmentally-friendly packaging, that is less costly to transport. This is the solution we went for:














You Tube




As you can see, after the picker has placed the items into the carton, the machine reduces the size of the box to fit snuggly around the contents. However, it IS also supposed to add dunnage. (Again, with an eye on the environment - particularly the hazard that plastics are showing themselves to be to the future of our oceans and therefore our planet - we wanted to move away from plastic packaging eg bubble wrap, peanuts, inflatable pillows etc). So our dunnage of choice is a recycled paper product, which has been fully tested to provide the protection required.

The machines are great......provided those responsible for programming them don't mess up.....:o

We've spent the past couple of weeks reviewing the process carefully and are confident that we now have a fast, economical and environmentally-friendly packaging process, that should enable us to get your gear to you SAFELY, within the shortest possible time.
Forum: General Talk 01-01-2017, 02:48 PM  
Ording from Adorama, upset with shipping department
Posted By Helen Oster
Replies: 18
Views: 1,075
Good to hear - thanks so much for the shout-out for AdoramaPix. :) I made sure to copy your comments to the store Director plus the CS Manager, to share with the teams.
Forum: Repairs and Warranty Service 12-29-2016, 10:29 AM  
Warranty Repair Thru Adorama's New Leaf Service Plan
Posted By Helen Oster
Replies: 8
Views: 894
I'm advised by New Leaf that the most likely explanation is that a refurbished shutter was fitted.
Forum: Repairs and Warranty Service 12-27-2016, 11:50 PM  
Warranty Repair Thru Adorama's New Leaf Service Plan
Posted By Helen Oster
Replies: 8
Views: 894
Would you like me to try to get some info for you, from New Leaf?
If you would, please email me: Helen@adorama.com with your order number and I'll see if I can find out anything.
Forum: General Photography 12-24-2016, 01:24 PM  
Adorama is the bestest!
Posted By Helen Oster
Replies: 2
Views: 741
And thank YOU for taking the time to leave your feedback. I copied it to our CS Manager to share with his team, and I know they will all be delighted.

Happy Holidays from us all at Adorama Camera!
Forum: Pentax Price Watch 12-19-2016, 10:04 PM  
US Pentax Deal Roundup - Week of December 19th, 2016
Posted By Helen Oster
Replies: 11
Views: 2,536
Thank you for alerting me to this, and please accept my apologies for the discomfort caused.

Are you able to send me a screen grab of the AD: Helen@adorama.com so I can send it to both our Marketing and web teams to take a look at?

I too see the price at $2,169.95 - down from the regular price of $2,496.95



I look forward to hearing from you and to getting to the bottom of this.

Thank you and take care.
Forum: General Talk 12-19-2016, 12:08 PM  
Ording from Adorama, upset with shipping department
Posted By Helen Oster
Replies: 18
Views: 1,075
Per the Adorama website, a signature is required.

If a signature is not obtained and the package is stolen from the step, UPS are liable. It is as simple as that!!!

And per @gaweidert above, he is absolutely correct; at this time of year (particularly) thieves will steal anything and everything left not locked down.....
Forum: General Talk 12-19-2016, 11:24 AM  
Ording from Adorama, upset with shipping department
Posted By Helen Oster
Replies: 18
Views: 1,075
Hello Big Dave

thank you for ordering from Adorama Camera and for your feedback here on Pentax forums. I have copied your complaint to the Shipping Department Manager, however from the information above he is unable to identify which member of the packing team packed your order.

If you would like to email me: Helen@adorama.com with your order number I can follow this up.

Please accept my apologies for the discomfort caused and I look forward to hearing from you.
Forum: Repairs and Warranty Service 11-15-2016, 12:38 AM  
B&H Adorama Amazon WARRANTIES on Lenses~What say you?
Posted By Helen Oster
Replies: 22
Views: 1,861
If you are purchasing from Adorama, you might want to look at purchasing the VIP360 package - which gives lots of additional benefits, including:

1-year accidental damage warranty
2-Day Delivery on Qualified Items
60-Day Returns with FREE Return Shipping
Early Access to Sales
FREE Metal Print from AdoramaPix


VIP360-New
Forum: Pentax Price Watch 11-14-2016, 07:17 AM  
Does B&H or Adorama ever match Amazon prices on Pentax gear?
Posted By Helen Oster
Replies: 4
Views: 1,494
Please email me: Helen@adorama.com with more details, so I can check for you.
Forum: Pentax SLR Lens Discussion 10-18-2016, 09:03 PM  
Looking for anyones Experience with Adorama's New Leaf Plus Extended Warranty
Posted By Helen Oster
Replies: 6
Views: 741
I was deeply concerned to read of the issues you have been experiencing with New Leaf.
Please email me : Helen@adorama.com with your order number and it will have my immediate attention.
Please accept my apologies for the frustration caused, and I very much look forward to hearing from you.
Forum: General Talk 08-22-2016, 01:30 AM  
Highly recommend B&H over "that other" big New York camera store
Posted By Helen Oster
Replies: 60
Views: 2,640
Truthfully, I still do not understand how you have had the time to post extensively about your deep disatisfaction - which I appreciate - but no time during the past 12 months to send me a one-line email updating me on this......

The original reason for this thread being started has been resolved; as far as I am aware to the complete satisfaction of the OP......because he took the time to email me directly, as I suggested.
Forum: General Talk 08-22-2016, 12:23 AM  
Highly recommend B&H over "that other" big New York camera store
Posted By Helen Oster
Replies: 60
Views: 2,640
I can assure you that I had no intention of debunking what you were saying or of discrediting you. I apologise wholeheartedly and without reservation that this has been your impression.
I am deeply concerned that any statement or inference made by me during my almost 9 years as Customer Service Anbassador could be seen in this way.
My role at Adorama is and always has been to support customers; to understand their complaints and issues - and address them.
As I noted above, once I understood that you did not have the time to remind me of the original issue that you raised in August 2015, I sifted through my emails from the period you referred to.
You noted in this thread that you were dissatisfied with the packaging protocol used in our DC, and I immediately notified the Shipping Manager. When I found an email string from August 2015 referring to a packing complaint - from a customer with your screen name - I did the best I could with the limited information available to me.
As soon as you took the time - for which I am deeply grateful - to post screen shots clarifying the discrepancy - I alerted the web master. (Incidentally, at the bottom of each page of the Adorama website there is a link to do this).
As I advised above, this was then addressed immediately.
Once again, I apologise that you have found my responses to be inadequate and unsatisfactory. If you would like to send a message of complaint to my manager, please email me Helen@adorama.com and I will send you his details.

---------- Post added 08-22-16 at 02:34 AM ----------



I am so sorry that anything I have stated in this - or any - other - thread could have led you to believe that when packaging issues are raised that we would simply put them " in the trash bin".

Adorama is a well-established business which constantly strives to improve in every aspect of our business.

We have a packaging protocol for every single one of our aroubd 300,000 items in our inventory. It can happen that this needs to be reviewed when a manufacturer design changes the dimensions or weight of a product.
In addition new protocols are constantly being drawn up as we introduce new items into the inventory.
Finally, while there is a rolling program of staff training - the success of which is monitored by individual cameras over each packing station - we will always give enhanced training updates to any packer who appears to be struggling to achieve the standards required.
Regarding the web page error, as I stated earlier, it would appear corrected at the next feed.....

---------- Post added 08-22-16 at 03:22 AM ----------



I would dearly love to be able to reassure you that whenever I pass on a reported issue to the relevant department that it is acted upon and resolved within 3 business days. This appears - from what you have written here - to have slipped through the net. However, in spite of scrolling through the 6,000 + emails and notifications I received during August 2015 I cannot find anything that seems to relate to your complaint. Therefore I cannot pursue why it was not addressed by the web team at the time.



I am startled to hear that I did not apologise for the packing issue at the time; the $10 I offered was not in lieu of an apology. It was intended as a 'thank you' for alerting me to a possible issue in the packing department, that I will have forwarded on to the Shipping Manager.
Forum: General Talk 08-20-2016, 12:34 PM  
Highly recommend B&H over "that other" big New York camera store
Posted By Helen Oster
Replies: 60
Views: 2,640
Actually, that is not the case; it depends upon a variety of factors including size, weight and value of the item. We actually use UPS for 'free' shipping more often than we use USPS!
Forum: General Talk 08-19-2016, 07:27 AM  
Highly recommend B&H over "that other" big New York camera store
Posted By Helen Oster
Replies: 60
Views: 2,640
I have not dismissed it. When you raised this as still being an issue in this thread earlier this week I notified the web team immediately. Had I been made aware eg by email that this had not been fixed when you last reported it, I would have followed up.

Thank you for raising it in this thread. It has now been fixed and will show up correctly at the next feed.
Forum: General Talk 08-18-2016, 12:50 PM  
Highly recommend B&H over "that other" big New York camera store
Posted By Helen Oster
Replies: 60
Views: 2,640
1).I think maybe I was unclear. UPS IS our preferred and most used shipper. However, for example, UPS does not deliver to PO boxes. Therefore USPS needs to be used. In addition, were we to be shipping for example a single battery, it would be comparatively costly for a customer to use UPS over another shipper. B&H also use shippers other than UPS when the situations requires it.

2). We do indeed pay great attention to quality control in the packing department; we carry out random checks - each packer has a camera over his or her packing station and the recordings are viewed on a regular basis.

3). We do use what we consider to be the most cost-effective AND most reliable shipper for each order. But for example, if a customer particularly favors FedEx over UPS, or prefers to use their own account for shipping, then we will accommodate this. However, this request would need to be called in.

4). Every packer goes through extensive training before commencing work in the warehouse; however we recognise that processes may be misunderstood or forgotten. We provide regular training updates as a matter of course, but if we note a pattern of lack of attention to detail, then it would be addressed.
Forum: General Talk 08-18-2016, 10:42 AM  
Highly recommend B&H over "that other" big New York camera store
Posted By Helen Oster
Replies: 60
Views: 2,640
Any order number can ID instantly the packer responsible. We use that information to identify which packers need additional training.

Each picture we receive of a badly packed item helps us better understand changes that we could/should make to the packing procedure/materials.

BTW we use a wide variety of carriers, FedEx, UPS, USPS, MessengerForYou, Manna, Mail Innovations and more. When an order is placed online, the carrier is selected by the shipping department at the time when the order ships out. There are a variety of determining factors; item weight, item size, item value, delivery location, delivery speed requested. When the order is picked up by the carrier, we provide them with the time frame.

If you would like a specific carrier to be selected you need to place your order over the phone with a salesman by emailing sales@adorama.com or by calling 800-223-2500. You can request the carrier of your choice and the salesman will manually select it for you. (USPS can only be selected if the order has a value of $195 or less).
Forum: General Talk 08-18-2016, 07:43 AM  
Highly recommend B&H over "that other" big New York camera store
Posted By Helen Oster
Replies: 60
Views: 2,640
I'm sorry, but I only have emails in my history from one person by the name of 'Mee'. Which was a complaint about damaged packaging and a stolen item - August 2015. If that was not you then I apologise but it is not possible to ID your complaint without additional information.

If you were previously dealing with Jorge, then it was a used department issue.

You posted earlier in the thread: "I've had a few issues with shipping (packaging) from Adorama. Boxes that look like they were used as a football in a pro game, poor internal packaging.. when I've complained on these occurrences, their rep thanks me for letting them know.. yet then it happens again".
We are shipping hundreds of thousands of orders every month; while I do not pack them personally, if you communicate with me directly, quoting your order number, sending me pictures, I can and do look into every complaint.
Forum: General Talk 08-18-2016, 03:14 AM  
Highly recommend B&H over "that other" big New York camera store
Posted By Helen Oster
Replies: 60
Views: 2,640
Dear Mee

I have identified your previous emails to me. This was nothing at all to do with our packing department! As you noted: "By the time I got to the package, the box had been ripped open. The camera, lens and bag were stolen from the shipping box."

On 12/4/15 I wrote to you you: Thank you, Mee.

My colleague, Leah, will take over from here, and will be in contact with you directly once she has had a chance to review all the information.
If you need to reach out to her beforehand: leahr@adorama.com



My colleague, Kimberly, called you for additional information regarding the condition of the box to enable her to process a shipping damage claim. Are you saying that this was not done, and that you were not reimbursed by the carrier for the items you reported stolen?
Forum: General Talk 08-17-2016, 12:50 PM  
Highly recommend B&H over "that other" big New York camera store
Posted By Helen Oster
Replies: 60
Views: 2,640
Thank you :o




I've copied your comments to the shipping manager ....... The packers are trained and there is monitoring in the warehouse - and for sure we'd love to get all packaging complaints to a bare minimum (if not eradicated completely). A major factor is of course that we are relying on humans, but it sounds from what you are saying that either you are ordering a huge amount of gear from us, or something is going horribly wrong with certain packers.

If we get sent pictures and details of sub-standard packing the individual packers can be identified, and they are then coached to bring their skill level up. I'm right here: Helen@adorama.com
Forum: General Talk 08-14-2016, 03:28 AM  
Highly recommend B&H over "that other" big New York camera store
Posted By Helen Oster
Replies: 60
Views: 2,640
That's very good to hear....thank you SO much for taking the time to post.

I've copied your kind comments to my colleagues over at the AdoramaPix lab, and for sure they will all be delighted.
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