ComplaintsforFocus Camera, LLC

• Initial Complaint

  08/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a purchase from this company through Amazon on 08/02/2024. I do not have the delivery date on hand anymore through Amazon, the purchase I made was for a DJI drone that cost about $1,100, with taxes came out to about $1,200 give or take. I opened a return request the day after receiving the item as that is when I went about opening it up for the first time, upon opening the package damage was immediately noted. A return request was submitted that same day, the next day the return request was approved by the seller and I received a return label for said item. That day I printed and returned the item to **** About a week later, I get an email that my refund was accepted and I should be expecting an amount of $67.14 to be returned to my card. The original sale price of the item, $1,119.00 was apparently being kept as a "re-stocking fee". If I return a damaged, defective item, how is it to be re-stocked? And even if it were to be resold in the condition it is in, how is that my responsibility? I was provided damaged goods, and they are keeping the full selling price of the item. This is fraudulent and deceptive business if I've ever seen it.

  Business response

  08/19/2024

  Hello, this order was placed shipped and was delivered to the expected address. This item sent to the customer was brand new factory fresh. It was shrink wrapped as the item came directly from the manufacture. This was not damaged when this was sent to the customer. We provided pictures to Amazon of the item and the way this was returned to us. This is clearly return abuse. Amazon agreed with us. The customer was deducted a 100% restocking fee. There is a manufacture warranty where the customer should have gone for warranty help. I am sorry there will be no refund issued at this time. Thank you, Focus Camera ~

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Subject: Request for Fair Resolution Regarding Recent Order ********************* Escalations Team,I hope this email finds you well. I am writing to address a recent issue I encountered while attempting to purchase the **** 300GM lens from Focus Camera.When I reached out to make the order, I was informed that the last lens had been sold out, despite my intention to purchase it. This news was disappointing, particularly considering the significant amount I have spent with Focus Camera, totaling $7,067.19.Given the circumstances, I would like to propose a fair resolution to this situation. Initially, I was provided with a delivery date of the 17th. However, I have now been informed that the new estimated delivery date is the 23rd. To compensate for the delay in receiving my items, I suggest a refund of 3% for each day beyond the initially promised delivery date.I believe this proposal reflects a reasonable and fair resolution to the inconvenience caused by the unavailability of the product and the subsequent delay in delivery. I trust that we can work together to address this matter promptly and amicably.Thank you for your attention to this issue. I look forward to your prompt response.Best regards,****

  Business response

  05/06/2024

  Hello ********************,
  You contacted **** on 5/1/2024, to see if this item was available at that time, you were told that it was. You mentioned that you needed to move money around and you would call us back. You then called us back on 5/2/2004 and were told the item was sold out. You stated you needed this for a trip on 5/17/2024 and you were told the availability with **** was not until the 23rd of May. You were provided a great deal when placing the order with ****. In fact, he told me that he spoke with you today, he mentioned you to contact CS for your requested 3% per day in which CS denied this request to you because you were given the *** of the item from the beginning. Focus Camera has been transparent with you regarding your order with arrival dates of the **** 300GM lens. At this time there will be no 3% per day refund issued.
  Please let me know if you would like to keep this order open or if you would like to cancel and refunded.
  Thank you and have a great rest of your day.
  Focus Camera

  Customer response

  05/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  It sounds like there were some communication breakdowns when I called and requested to speak with Management. Unfortunately, nobody has returned my calls, despite leaving several messages. I believe there are some areas where Focus Camera could improve:
  
  1. It's important to inform the customer if the last item is about to be sold so they can make a purchase or put a hold on the item. This seems like a common-sense approach to customer service.
  2. When a customer requests to speak with management, it's essential to get management on the phone promptly. Sending them to voicemail repeatedly and not returning calls creates frustration and dissatisfaction.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************************
  
  
  
  
   
  

  Business response

  05/19/2024

  Hello, *********** this order has shipped sooner than we expected. ***** called you to make sure that this was going to the correct address.  The tracking has been emailed to you on 5/17/2024 by ****. There are two shipments on the way to you and are expected for delivery tomorrow. Please feel free to reach out if you need any further help. Thank you, Focus Camera~
  

  Customer response

  05/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  

  While I'm uncertain if anyone from management has returned my call, I do regard this matter as resolved. Acknowledging our initial misstep, I'm hopeful that such incidents can be avoided in the future. It would be appreciated if we could offer customers the choice to either hold or proceed with their purchase. Thank you for your attention to this matter.

  
  Sincerely,
  
  *******************************
  
  
  
   
  

  
  

• Initial Complaint

  04/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order Number:********** Payment Method: VI ending in **** Shipping Address:*********************************************************************************************************** Order Date: Apr 18, 2024 11:22 a.m.Order Total: $49.89 Billing Address:************************************************************************************** There was a bug on their website. The order I placed disappeared in my account the next day. Up to now, it has not been shipped or refunded. I asked the customer service to check that the background order number is not my item. Their website has staggered behavior, and the money not refunded to me until now.

  Business response

  06/25/2024

  Hello, I am sorry this was your experience with Focus Camera. We were having issues with the website and have been diligently working on have these issues updated and fixed. I see you were refunded, I am truly sorry for any delay or inconvenience. Thank you

• Initial Complaint

  04/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order on 6/13/2023 for a 24 Silhouette Cameo Pro in the amount of $563.81. The item was delivered on 6/16/2023. Tracking# ************. After unboxing the item and attempting to use it, it requested an update to firmware. I followed the instructions to update the machine. The machine kept giving me an error. I would restart the machine and it requested the firmware update again. No matter what computer I used the firmware would not update which meant the machine would not work without the new firmware update. I reached out to Overstock and Focus Camera on 6/19/23 and 6/26/2023 explaining the issue I was having and asked for assistance with either a refund or exchange. I received a message back from Focus Camera **************** that they would look into it. Well fast forward to now, still having the same issue because no one would get me a resolution. I contacted Overstock customer service again on 4/11/24. Finally, after many emails to Overstock corporate office, I received an email stating that Focus Camera was a marketplace store that my item was purchased from and that I would need to contact them in order to get a resolution. I called Focus Camera on 4/12/24 and explained the issue to the customer service personnel and mentioning that the item has not worked since day one. The employee took down my information and said she wanted to talk to her supervisor to find a resolution. I called back on 4/15/24 since I never received a response, the same employee advised me that they were unable to assists because the purchase had been made 6 months prior even though on our previous call she advised me she would find a resolution. I then again explained why it was 6 months later, and she rudely told me they were not going to do anything and hung up.

  Business response

  06/25/2024

  hello, I am sorry this was rectified for this customer. A return was excepted and returned to us on or around May 1, 2024. With that, a replacement was shipped to this customer on 5/2/2024 with ***** tracking number ************. This was clearly delivered to the address provided us on the first order on 5/4/2024. Ther is a picture of this on the ***** website. This matter has been resolved. No further return will be accepted at this time. The customer has a full manufactures warranty going forward. Thank you

• Initial Complaint

  12/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have ordered a Canon Lens from Focuscamera through ***** a very expensive item.I ended up having to return the item to the seller. I reached out and they provided me with a return label which I then used to send back the item to them. Weeks later I reached out because I never received my refund. I had to go through **** customer service to reach the seller at all. The item was received by the seller but my refund was never issued. After weeks of back and forth **** cut off the communication with me and basically awarded the seller with the item and my money. The item returned was in brand new condition, never used and not even opened. To this day I never heard back from the seller or got my money back.

  Business response

  12/12/2023

  Order # ******** **** ********* ********

  Hello, 

  We provided a return tracking number of UPS ******************* This tracking number has no movement on this. 

  Did you use the return label we provided you because if you had gone to ****, they would have let us know this was returned and provided us with the tracking information. I do not see this information in our system. Please provide me with a POD that the package was returned to us, and we will be happy to look into this for you. 

  I look forward to your response. 

  Thank you, 

  ************** 

• Initial Complaint

  11/30/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a *** ****** ***** BTUto you Propane heater with the fan attachment .But they sent me a ************ *** ****** ***** BTUI don't have natural gas I have propane,I ordered and paid for a Propane. ***** ************** and the fan kit coming with it. They sent me a natural gas heater. I just want what I bought and paid for and I'll ship there's back to Them.

  Business response

  12/14/2023

  Hello, this order was placed on Overstock. Looks like Overstock had a listing error, which was fixed.  The customer was provided return instructions, and this was returned to us a full refund was issued on 12/8/2023. You should be able to see this in Overstock directly. If you do not you should contact them directly and they will be able to help you with the refund as we do not have any of your payment information. The return was not set up as a replacement. Please feel free to place the order again and you will get the correct item. Thank you and happy Holidays!!

• Initial Complaint

  10/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This business is a seller via Bed ************* refusing to extend return limitation on faulty merchandise sold through bed Bath and beyond. I contacted them for return information and did not receive a timely response now they are claiming the return window has expired and refuse to refund their faulty product.

  Business response

  11/07/2023

  Hello, this return that the customer requested was responded to the on 9/17/2023 through the Overstock/BB&B portal as we were supposed to. You were provided this exact information.

  Hello,thank you for contacting our ********************** We were sorry to hear that your order did not work out as expected. We are happy to offer return instructions as long as the item is in its original packaging and in new, & in resalable condition.Any returned order with missing items or without original packaging will not be refunded. Please be sure that you have included all of the pieces and packaging before sending us your return package. A 15% restocking fee may be applied to your return if it is not sent back in the same condition is was received and shipping charges are non-refundable. Your return is subject to inspection upon arrival.Your package must be post-marked within 5 days of receiving this email, or your RMA# will expire.Please address your return label to:Returns Dept.Attn: RMA#******* ************************************************************************ EXCHANGES: If you would like to receive a new item, you can reorder with us as all returns are handled as refunds for the quickest and most efficient processing times.If you have any questions regarding this policy, please do not hesitate to contact us.

  As you can see on the attached link you provided, we offer 30-day return policy. This order shipped to you on 9/11/2023, you are well past the return policy. 

  If you wanted to return this, why didn't you return this with the information you were provided. 

  If you would like a refund this package must be returned to us as it states in the return policy. 

  I look forward to your response. 

  Thank you

• Initial Complaint

  08/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I wasnt informed of correct warranty procedure and they are not in writhing. Was directed to damage my current equipment per their policy to receive a new piece of equipment. Was enforced after the damage that I was not in the warranty guidelines due to a refund being issued prior by a third party company. Would like resolve of the damage item for they stated they would replace it. Had they stated I was out of guidelines I would have not damaged the item and tried to fix it myself. Warranty policy is vague and does not state what I was told.

  Business response

  08/02/2023

  Hello,

  Thank you for your order of the ChefWave item (Order # *******************). I am sorry to read this did not work out for you. According to your order details you have been issued a full refund by Amazon on 6/9. That concludes this transaction. We are not required to replace this unit for you under warranty. I am sorry if you are not happy with that decision. 

  In the several calls and emails, you stated to us that you purchased a second unit that I believe might be defective. The ** team asked you for the proof of purchase and you have not provided this to us as of yet. Let me try and help you if you purchased this on Amazon the order details will be in your Amazon account. If you do find this, please respond to one of the many emails threads we have for you, this way we can help you. 

  I am not sure what warranty policy you are addressing this this complaint, but you stated many things in your emails and phone calls. You were issued a refund for the first order and if you will please provide me with the second unit warranty and you were not refunded we will be happy to help. 

  I look forward to a positive response. 

  Thank you, 

  Focus Camera

• Initial Complaint

  06/28/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I made a purchase through Newegg. I ordered **** STR-DH790 7.2-Channel 4K HDR A/V Receiver and Speakers Bundle. What is pictured is NOT AT ALL what I received. I received 1/2 of what was pictured. It shows 8 speakers and I only received 4. I never received a reply to my email (to them directly and through Newegg customer service). Very misleading. And it says ineligible for return. I would like a billing adjustment of the 4 missing speakers. The order was placed on 6/22/2023. Order number is *********.ORDER #:********* INVOICE #:*********

  Business response

  06/29/2023

  Hello,

  Thank you for your Newegg order. We emailed you to inform you have several packaging coming your way still and we had some delays. I
  am sorry that you did not receive the email and the responses we sent through your Newegg emails. We responded to those emails within hours. I feel you should contact Newegg to see why you did not receive the emails sent to you. 
  There is definitely a disconnect on Newegg side with email responses. I am truly sorry for any inconvenience. 

  The balance of your order should be shipping in the next 48 hours. If you need any further help, I will be happy to help. Please feel free to email ********************************.

  Thank you ~ ************** Focus Camera

  Customer response

  07/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  03/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ****** for crossbow package only received half the merchandise

  Business response

  03/13/2023

  Hello, I am sorry I do not see an order with your name, address or telephone number. If you would like to provide this information I would be happy to look into your complaint. Thank you Focus Camera

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩