My first order from Adorama...take note of restricted shipping policy

[Methodical]

I didn't realize they restrict packages so that you can not pick up from UPS' will call. I've never ever know a company or dealt with a company that have such restrictions. I'm sure its to protect the consumer though but there is such a thing as too much protection. Someone has to be at the house to sign for the package and after 3 attempts it goes back. Well we are working people and not at home when UPS decides to pay us a visit.

Story:

I paid for next day shipping (2/19) so that I could have the product for my trip to Houston (2/23) but no one was there to sign for the package; no problem I will call UPS like I normally do and pickup at will call (requires photo id and signature) - NOPE; found out I can't pick up package. I called Adorama on Friday (2/20) to see what could be done only to find out they close at 1pm (WOW 1pm - sheesh).

Well I live and learn something new every day. Next day charges ($28) down the tube I guess. I could've just opted for the free shipping and purchased something else.

Its a shame cause now I will most likely not order from Adorama, even though they have competitive prices and products that I like, because of there restricted shipping policy. I won't, for the most part, ever be home when UPS pays a visit. I always rely on just picking up the package from will call; for me that's most convenient and the most safest. I put great stock into convenience when it comes to most anything; as it stands Adorama's shipping policy is not convenient for me.

Moral of Story:

Just venting a little and thought I'd put that out there for those who have not dealt with Adorama to just be cognizant of their restricted shipping policy. Also be sure to read any company you deal with shipping and return policy before placing orders. I guess since I never had such an incident I got comfortable or laxed with the shipping. Well I am back on my game again now - thanks Adorama.

Just One Man's Opinion

Question:

Am I being a pansie or big 'ole cry baby?;) You can tell me. I can take it.

Thanks for reading

Al

[AndreaBFS]

Yeah, I don't order from them or Beach Camera anymore. I hate waiting for things forever and then ending up being gone for some reason when they arrive. It always seems to arrive during the 10 minutes you're not at home! B&H doesn't require a signature, so I pretty much always use them. I can't remember, but I think Amazon required a signature last time I got something from them, too. Sorry you're stuck in the middle of it -- that's unpleasant even when it's not gear in the box. :)

[JeffreyG]

I I called Adorama on Friday (2/20) to see what could be done only to find out they close at 1pm (WOW 1pm - sheesh).

This part is the same as B&H, both places are owned by Orthodox Jews and they need to be home by sundown on Fridays for the sabbath. They are open again on Sunday.

As for the shipping - I have never encountered this but we have someone home every day

[fishingjts]

Yeah, I don't order from them or Beach Camera anymore. I hate waiting for things forever and then ending up being gone for some reason when they arrive. It always seems to arrive during the 10 minutes you're not at home! B&H doesn't require a signature, so I pretty much always use them. I can't remember, but I think Amazon required a signature last time I got something from them, too. Sorry you're stuck in the middle of it -- that's unpleasant even when it's not gear in the box. :)

All my next day orders from B&H have required a signature...

[jgoodstein]

Have it shipped to your job.

[Methodical]

Have it shipped to your job.

Can't. I work for DHS - even higher security

[Methodical]

All my next day orders from B&H have required a signature...

Yes they do require signature but UPS will leave at the door without signature, which I have a problem with. However, B&H do allow me to pick up at UPS will call after the 1st delivery attempt, i.e. convenient for me.

[XterraJohn]

Can't. I work for DHS - even higher security

DHS doesn't accept deliveries? How do they get office supplies and whatnot?

[number six]

Hmmm. A couple of months ago I bought a 17-55 f/2.8 lens from Adorama. Not cheap.

They sent it uninsured, no signature required. I found it on my doorstep - even though I was home, the UPS guy didn't ring. But then UPS always leaves packages at the back door of my house.

So why didn't they require a signature on my order? Dunno. I've ordered other stuff from them and got the same results.

-js

[AndreaBFS]

All my next day orders from B&H have required a signature...

Maybe there's a difference between UPS Ground and next day? I don't use next day. But my regular orders never require a signature. UPS just leaves them on the doorstep.

[Methodical]

DHS doesn't accept deliveries? How do they get office supplies and whatnot?

For Official Business Only. I like, no I love:lol:, my Government job.;) I used to have things shipped there but they stopped that, especially after 911. Things just aren't the same anymore.

[HelenOster]

Hmmm. A couple of months ago I bought a 17-55 f/2.8 lens from Adorama. Not cheap.

They sent it uninsured, no signature required. I found it on my doorstep - even though I was home, the UPS guy didn't ring. But then UPS always leaves packages at the back door of my house.

So why didn't they require a signature on my order? Dunno. I've ordered other stuff from them and got the same results.

-js


It depends on the $$ value, among other things. Normally we do require a signature for everything we ship, however, if UPS has assessed your address or neighborhood as being safe, the driver may leave a parcel without getting a signature.

For high value packages, we can insist that UPS obtains a signature, with no exceptions. We do appreciate the inconvenience may cause, however, if the package 'disappears' from your doorstep everybody loses.

Of course, once we have handed the package over to UPS, there isn't actually anything further that we can physically do to ensure safe delivery.

I do hope this has clarified Adorama's position, but if you have any further queries regarding ordering from Adorama Camera - or AdoramaPix - please don't hesitate to contact me directly.

Sincerely

Helen Oster
Adorama Camera Customer Service Ambassador

helen.oster@adoramacamera.com
www.adorama.com

[HelenOster]

I didn't realize they restrict packages so that you can not pick up from UPS' will call. I've never ever know a company or dealt with a company that have such restrictions. I'm sure its to protect the consumer though but there is such a thing as too much protection.
I paid for next day shipping (2/19) so that I could have the product for my trip to Houston (2/23) but no one was there to sign for the package; no problem I will call UPS like I normally do and pickup at will call (requires photo id and signature) - NOPE; found out I can't pick up package. I called Adorama on Friday (2/20) to see what could be done only to find out they close at 1pm (WOW 1pm - sheesh).

We do close early on Friday and all day Saturday. Adorama is owned by Orthodox Jews who keep the Sabbath; our opening times are on our website, (as are the details regarding the restrictions on collection from UPS - which were set up to counteract the rising fraud we were experiencing prior to establishing this policy.

Well I live and learn something new every day. Next day charges ($28) down the tube I guess. I could've just opted for the free shipping and purchased something else.

I did email you and suggest that if you would like to contact me directly, I can arrange for the additional shipping fee to be refunded. I also suggested that if you would like to contact me (today, Sunday), with your order number, I could see if we can get clearance for you to pick the package up from UPS before you leave for your trip, but I have yet to hear from you.

Its a shame cause now I will most likely not order from Adorama, even though they have competitive prices and products that I like, because of there restricted shipping policy. I won't, for the most part, ever be home when UPS pays a visit. I always rely on just picking up the package from will call; for me that's most convenient and the most safest. I put great stock into convenience when it comes to most anything; as it stands Adorama's shipping policy is not convenient for me.

As one poster sugested above, we do usually suggest that for customers in your situation that deliveries are sent to a work address. I understand from your response why this would not be possible; if you would like to contact me directly, I can see whether we are able to set something up for you if you would like to order from Adorama in the future.

Sincerely

Helen Oster
Adorama Camera Customer Service Ambassador

helen.oster@adoramacamera.com
www.adorama.com

[BobbyM]

think sometimes it is up to the delivery guy... I know all the time the UPS driver will leave at door then knock and leave..

the only recent time I had to sign for something was when it was 7 boxes from paul buff, for my lighting.

FedEx never leaves anything without having to sign for it.. so If I miss a delivery by them I will immediately call and ask them to hold it for pickup.. its only about 6 miles from me..

also, in the past I have printed out a release(dont remember if it was a actuall "release" form, or if I just printed out the tracking info and signed it with comment) from ups or fedex and signed it asking to leave the package..

[number six]

FedEx never leaves anything without having to sign for it.. so If I miss a delivery by them I will immediately call and ask them to hold it for pickup.. its only about 6 miles from me..

also, in the past I have printed out a release(dont remember if it was a actuall "release" form, or if I just printed out the tracking info and signed it with comment) from ups or fedex and signed it asking to leave the package..

About 10 years ago, I guess, I got a package from FedEx that required a signature. They left a notice on the door that they'd be back the next day with the package - and on the notice was a spot I could sign to allow them to leave future deliveries without a signature.

I did, and haven't had to sign since with FedEx.

OTOH, UPS routinely leaves packages at the door, as I mentioned above, unless it says "signature required" on the slip. If it does say that, they honor the requirement.

So the two shippers obviously have different policies.

-js

[Methodical]

We do close early on Friday and all day Saturday. Adorama is owned by Orthodox Jews who keep the Sabbath; our opening times are on our website, (as are the details regarding the restrictions on collection from UPS - which were set up to counteract the rising fraud we were experiencing prior to establishing this policy.



I did email you and suggest that if you would like to contact me directly, I can arrange for the additional shipping fee to be refunded. I also suggested that if you would like to contact me (today, Sunday), with your order number, I could see if we can get clearance for you to pick the package up from UPS before you leave for your trip, but I have yet to hear from you.



As one poster sugested above, we do usually suggest that for customers in your situation that deliveries are sent to a work address. I understand from your response why this would not be possible; if you would like to contact me directly, I can see whether we are able to set something up for you if you would like to order from Adorama in the future.

Sincerely

Helen Oster
Adorama Camera Customer Service Ambassador

helen.oster@adoramacamera.com
www.adorama.com

Helen I will contact you Monday. Sunday was busy day for me. Thanks for the offer and help but my flight is early Monday morning before UPS wakes up.

Btw I have not been on the site today though to see your private message. I will contact you tomorrow. And yes I still want the product but need them to release for a Friday pickup as no one will be at home during UPS' delivery attempts.

Talk to you...take care.

[Methodical]

Update: I just wanted to inform those that reviewed or may review this thread that Adorama Customer Service, particularly Helen Oster, was spectacular in handling this issue. They even refunded me the difference between overnight and 2nd day shipping. As we all know, customer service is an important aspect to consider when dealing with any merchant and Adorama customer service did not fail me. So I wanted to take the time and express my gratitude to Helen Oster - many thanks.

[explr1]

I'm glad everything worked out for you, I've ordered from Adorama five times in the last 6 months with no issues. There a great company to buy from.

[_aravena]

I've been ordering a lot lately from them and no problems. I've also haven't had to deal with the same restrictions as B&H but I may have just happened to order at the right time. I"m starting to love Adorama more and more.

[HelenOster]

Update: I just wanted to inform those that reviewed or may review this thread that Adorama Customer Service, particularly Helen Oster, was spectacular in handling this issue. They even refunded me the difference between overnight and 2nd day shipping. As we all know, customer service is an important aspect to consider when dealing with any merchant and Adorama customer service did not fail me. So I wanted to take the time and express my gratitude to Helen Oster - many thanks.


Thank you, so much; you really brightened my day!!

Helen

[Methodical]

No problem. Had to give you props