Adorama / AdoramaPix / poor service
Based on the info provided on their website, and I quote: "Q: How long will it take to get my book? A: Photo book orders may take up to 7 lab production days to process. Remember to also allow for shipping time, which depends on the shipping method and distance from our NYC headquarters." I ordered 2x photo books on 11/23/2010. It was explained to me that at the latest my books would be sent out to me 12/3/2010. It's now 12/10/2010 and after speaking with an unusually unsympathetic and indifferent customer service representative (Kate) this morning I've lost all hope that I will receive my books in time as promised.
Four days ago (Monday, 6/12/2010) I called and was told that one of my two photo books (ordered at the same time, same order) was finished but the second was still being processed, I was told it wouldn't take more than a day or two at most for the second to be finalized and then shipped out to me. So, two days later (Wednesday, 12/8/2010) I called again when I noticed my order status was still indicated as "pending" and spoke to Veronica. Veronica sympathized and told me that it should definitely have been completed at that time, that she could not understand what the hold up was, and that she would personally go to the printers and have them move my order to the top of the queue, she also told me that she would have it sent to me via UPS overnight service at no charge to me. Furthermore, I explained to Veronica that I was trying to have these photo books done as a Christmas present to my folks in South Africa and that shipping usually takes around 2-3 weeks due to slow postal services in SA. She assured me that my books will be sent out immediately...
So, here we are today another two days later and same scenario - status still reads "pending" and todays call put me through to Kate, who informs me: "It's the holidays, just bear with us" and " that representative you spoke to is new and doesn't know how things work here" (is that my problem or yours Kate? At least she tried to put in an effort, which is more than I can say for you). Well Kate, maybe you should update your website and have it read: "Q: How long will it take to get my book? A: Photo book orders may take UP TO 7 lab production days to process [except that most of the time we're unable to fulfill our orders on time - we're not really equipped to handle large quantities of orders at any given time. So if you think your order might be placed during a time where we might be busier than normal bear with us and triple the turnaround time]."
I've been a customer at Adorama for quite a few years now but this has been my final purchase, recently I had another issue with a Nikon module on my Metz flash (purchased from Adorama's used department) where they sent me a defective unit and I had to shoot a wedding without the appropriate module on my flash.
When I order photo books or other photo products for clients as well as for personal use from Nation's Photo Lab or WHCC or even B&H (Kellards) they always process and arrive on time and the quality is consistently impressive. As a provider of these products in a competitive market, Adorama will need to pull up their socks to become truly competitive and learn to employ friendly, courteous staff who are interested in assisting clients and resolving issues. It also doesn't hurt to remember never to over promise if there's a chance you might not be able to deliver. Rather under promise and over deliver, you'd be surprised how much return business you'll generate. Be professional and remember who keeps the boat afloat... That would be your customers Kate, in case you forgot.
Lastly Kate, I'm not interested in how flawed or incapable the system is where you work. I just want my purchase - I want it how you promised and when you promised it, keep me out of your politics because I'm just not interested.
And the supervisor you transferred me to and I left a message for still hasn't contacted me back, even after I left a message on her voicemail and sent her an email (firstname.lastname@example.org). AWESOME service!!!
More Adorama / AdoramaPix Complaints & Reviews
- Adorama Inc - scam 
- Adorama - bad service 
- Adorama Camera, Inc. - non-response for bad product 
- Adorama Camera - problem
- Adorama - gift certificate promotion scam of adorama 
- Adorama - behringer eps500mp3 public address system
- [Resolved] Adorama - trade in practices are fraudulent and sleazy
- [Resolved] Adorama - dslr camera
- [Resolved] Adorama - very poor philippine service people and unresolved questions
- [Resolved] Adorama - unbelievable