Adorama - Complaint -

Please do contact me, so that I can assist you in chanelling your (IMO completely justifiable) complaint effectively.

Helen@adorama.com

pigpile34 wrote in post #17785101
......Usually when a company doesn't measure up to what you expect then its easy enough to just cancel the order.....

Agreed, but the price was exceptional; for some it meant a tax saving - and initial indications were that customers would be receiving their units way ahead of many other consumers.
Lessons learned.........

I think the issue that I'm seeing is the language of "not charging until the item is shipped" should be changed to "shipped from our warehouse or stock - doesn't apply to drop shipped items".

HelenOster wrote in post #17785543
Agreed, but the price was exceptional; for some it meant a tax saving - and initial indications were that customers would be receiving their units way ahead of many other consumers.
Lessons learned.........

Oh don't get me wrong. Yes totally understand that. My point generally was if the process is so bothersome to get that savings, then there are a myriad of opportunity elsewhere. Rarely do I see a great deal not repeated in other mediums.

Nismode wrote in post #17785573
I think the issue that I'm seeing is the language of "not charging until the item is shipped" should be changed to "shipped from our warehouse or stock - doesn't apply to drop shipped items".

You are 100% correct - the ones I've checked now say:

Availability: Temporarily On Backorder
Although this item is temporarily on Backorder, you can order it now and it will ship as soon as it arrives. Your card will only be charged once item is shipped. Notify me when in stock

charlestonnj wrote in post #17784928
Now I have to believe that Apple is supplying them with some sort of shipping estimates that are not automatically being forwarded. Even with a iPad Pro preorder through MacMall, I have been kept abreast of any shipping timeline changes via automated email for each item in the order.

I'm told that - for reasons that are beyond me - on all these shipments we do not get the tracking numbers automatically, as with other drop shipments.
We have to manually check daily with the distributor to provide us the tracking numbers for those that have shipped.

Helen take a break you have gone above and beyond the call of duty. I'm a true blue B&H
customer but I just might throw some business your way.

HelenOster wrote in post #17785807
You are 100% correct - the ones I've checked now say:

Availability: Temporarily On Backorder
Although this item is temporarily on Backorder, you can order it now and it will ship as soon as it arrives. Your card will only be charged once item is shipped. Notify me when in stock

Great Job Helen!

I'm actually over in Elizabeth w/the Used Dept Guys. It's awesome to see fellow coworkers do what they can for the customer!

They just lost my business as well with a similar incident. Unbelievable a company of this size cant get their ordering process or customer service policies correct. Back to B&H for me as well.

I've never had complaints with adorama; they honestly have the best customer service and if ordering, having any questions, anything always go to helenoster!
She'll def take care of you and everything always goes smooth!

Bassat wrote in post #17765748
Bold black. "Will ship in 2-4 days." "Apple is drop shipping" Both known before order was placed. Both scream that Adorama does NOT have this item in stock.

Bold purple. No evidence whatsoever that this is NOT an authorization.

Bold red. OP is certainly NOT stuck with Adorama. "Welcome to cancel your order". Seems like an easy out to me. Not happy? Go elsewhere. OP is NOT unhappy enough to stop doing business with Adorama, yet feels I (and everyone else) should.

My responses in red.

Sorry to resurrect an old thread but this really rubs me the wrong way.

The competitors are saying they can't ship a high demand item any sooner than a couple of weeks. Adorama claims they will ship it in 2-4 days. This is a misleading statement that draws sales away from competition. And in my book "2-4 days" means just that, "we'll ship in 2-4 days", not "we really don't know when we can ship it to you, may be in a couple of weeks" - which seems what B&H and Amazon were being honest about. When shopping online, with all other things being equal, most people would place an order with company that promises faster delivery.

I am not saying this was a deliberate trick to attract more orders in hope most people won't cancel them once they find out that 3-4 days was not a true estimate - I really don't know - but the end result is the same.

It was already admitted that one department didn't know the issues the other department had with getting stock, so the website was wrong which led to customer miscommunication. As this was all resolved (I believe) and fault was admitted, I am not sure what else we could discuss here?

https://photography-on-the.net …showthread.php?​p=17765369

I will try again to clarify......the information on the website is provided to the web team by the purchasing department.
Apple provides units to Adorama via their own distributor - but the distributor requires payment from Adorama if drop shipping directly to the customer.
The Adorama purchasing manager understood from the Apple distributor that we could fulfil customer orders within the time frame we subsequently posted on the website.
The Apple distributor could not, after all, obtain the number of units that were ordered within the time frame previously agreed.