I walk in to Adorama on West 18th Street in NYC at least once a week. I have purchased numerous items from them (never via the internet) over the past decade or so (along with B&H Photo) I've always been very comfortable with the "one on one" service I have received from the their staff. They might not have an outlandish conveyer belt system or 75 people behind the counter, but their prices are competitive and their merchandise is readily available.
On occasion I have found it necessary to return a product (usually due to me not being decisive in the first place) the return process was easy and convenient. I have read some of the complaints posted online regarding customer service and have come to the conclusion that most people, only post comments online when something doesn't go their way (I'm not saying it's right or wrong).
I being a brash, street smart New Yorker, and someone who is used to a fast paced negotiation would like to say, maybe the problem arises from customer service reps simply being a stressed out bunch from the city. Perhaps Adorama should consider outsourcing that portion of their internet business to a more layed back easy going location.
I am in no way condoning arrogance or trying to make light of a situation where a consumer has been treated unfairly. All I can say is that from my personal experience dealing with many camera store merchants going back to the mid 80's, they are a tough bunch to contend with. Adorama, B&H, Beachcamera and maybe, Focus Camera in Brooklyn tend to be the most professional in the New York/New Jersey area.
I would imagine for every few complaints, there are probably a hundred satisfied customers. I apologize for the long winded statement, and I hope anyone who is experiencing a difficult time with Adorama's customer service team, can find mutual resolution in regards to their situation. As for me, well I will be there on Monday purchasing a few filters ... I'll keep you posted if I have any issues. H2o4nyc