ComplaintsforFocus Camera, LLC

• Initial Complaint

  03/02/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a scope on November 29 2022. Did not receive. Tracking number says it is Stock and *********** *******. Focus camera will not refund my $500.

  Business response

  03/02/2023

  Hello, I am sorry I do not see an order for a scope. Do you have your order # please? I see an order with your name for a DeWalt item. I look forward to your response. Thank you

• Initial Complaint

  02/02/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On January 28, 2023 I placed two separate orders through ******** to Focus Camera as they were the sellers. The order was for two crossbow packages for $23.65. Both orders were confirmed, I was charged and received two separate tracking numbers via **** The items were claimed to have shipped on January, 30 and delivered on February 1st. Only I never received the items as stated and only a letter delivered with that tracking number from Focus Camera saying there was a technical error and they were issuing me a refund. On February 2, I messaged Focus Camera telling them I never authorized a refund and wanted the items as advertised. They told me there was nothing to they could do as they already issued a refund. Now the price of the items are $279.00 each. Id like the advertised price honored, my card recharged the $23.65 each, and both items delivered please. How can they claim to have shipped the item, and instead ship a letter? Everything was confirmed when the order was placed and the fraudulent sent me a letter instead of the item I purchased.

  Business response

  02/02/2023

  Due to an unforeseen pricing error with your recent Wal-Mart / Lifestyle by Focus order, item listed below has unfortunately been cancelled and fully refunded to the card used at purchase.
  
  Item Refunded  Killer Instinct Lethal 405 FPS Crossbow
  
  We sincerely apologize for the inconvenience and are working diligently to ensure this system error does not happen again.
  
  If you do not see the refund in your account in 2 days, please email us at ******************************************* and a member of our team will be happy to assist.
  
  We appreciate your understanding.
  
  
  Thank you,
  Your Lifestyle by Focus Team

  Customer response

  02/06/2023

  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:

  [Your Answer Here]

   This is the same response I continue to get from this business which is completely unacceptable.  First of all I was refunded for one of the two placed orders.  I have yet to see a refund for the other.  Secondly, I never asked for a refund.  This company claimed to have shipped the orders I paid for.  I received tracking numbers and tracked them until delivery.  However they never shipped them, but instead shipped me two letters. They falsely made me believe that I was going to receive the items and never once told me that I wasnt. I feel as though this company is using false advertising to steal peoples money and information.  All I am asking for is to receive the item you confirmed I purchased and claimed to have shipped to me but never did.  The item that I actually paid for! I do not want a refund! 

   

   

   

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

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

  Customer response

  03/09/2023

  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:

  [Your Answer Here]

   

   See other responses

   

   

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

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

  Business response

  03/09/2023

  Hello, Thank you for reaching out again. Your two orders were canceled due to a pricing error as you do know. Both your orders were refunded in full and we owe you no money. While I understand you would like this product for the price that we mistakenly had listed. We cannot honor this at this time. Clearly you know this was an error and feel that we owe the product at the wrong price. At this time this matter is closed. The wrong price cannot be honored at this time. Please consider this matter closed. Thank you

• Initial Complaint

  11/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Focusrite Scarlett *** 3rd Gen *** USB Audio Interface Bundled with Headphones and 2 XLR Cables (4 Items) from Focus Camera LLC on the Amazon Marketplace (Order *******************) on September 5, 2022. Since making the purchase, I have made multiple calls to Amazon and the manufacturer trying to troubleshoot issues with the product. However, the issue has not been resolved. Now, the item is outside of the return window after completing all of the troubleshooting steps advised by the seller, manufacturer, and retailer. Upon contacting the seller through Amazon customer service today, I was advised no return was possible. I am requesting an exception for a refund of $189.99 plus $10.45 tax to the original payment method. Attached, you may find the original invoice for review.

  Business response

  11/01/2022

  Hello, I am so sorry to read that your item is not working as expected. I am sure you were told that your order was fulfilled by Amazon. Amazon should have helped you with this return, replacement or refund. We do not have any of your personal information with the order that you have placed. While you have a full manufacture warranty, Focusrite will help you to replace the defective item. Have you tried this? If you would like to discuss this further please feel free to email me directly to ********************************** I will be happy to help you. I look forward to hearing from you. Thank you ************** ~

• Initial Complaint

  08/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought a **** 85 inch 4K ** through Amazon and it arrived broken. I sent photos of the shattered ** and asked for a return label the very same day it arrived. Focus Camera **************** agreed to send a shipper to pick up this large, heavy ** under the return agreement with Amazon. after several attempts they sent emails telling me they were in contact with a shipper to return the *** Then nothing... Amazon sent them a notice and they changed their mind and refused to send a shipping label or a shipper pick up.. They continued with attempts to bill my **************** account for the ** even after Amazon has issued me a refund.

  Business response

  08/22/2022

  Hello, This was purchased on Amazon. We have no payment information to charge and recharge the customer. I have attached the order and pictures that were provided to us. I also attached is POD where the customer did sign and no damaged noted at all. At this time there is nothing we can do to help the customer with a damaged TV which might have happened in his care. Thank you

• Initial Complaint

  08/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  At Jun 14, I have ordered a laptop from Focus Camera, Order Number: **********, Payment method: MC ending in ****. The amount I pay was $656.99. The laptop model I Oder was **** Latitude ****. I was received this laptop at Jun 12. The laptop was working well, until July 18. At July 18, the laptop suddenly stop work, the screen shows battery didn't charge anymore. Because I was busy, I didn't connect Focus Camera until July 29. I send E-mail to Focus Camera **************** at July 29, tell them what happen with my laptop and I asked them help me to return or exchange my laptop. **************** reply me at Aug 1, he tell me the laptop was still under warranty and asked me to call **** for help. But I went to **** website, Input the Service Tag (*******) and *************** Code (***********) to **** website. The website shows this laptop warranty already expired at May 02, 2022. So I send another E-mail to ****************, tell them what I find at **** website. Today(Aug 2 2022) I received them reply, They said this laptop was outside of their 30-day return policy, and their system didn't allow them to process exchange. I was NOT satisfy this answer. They are selling a item without warranty and quality was very poor . I ONLY use laptop 34 days and it was not working anymore. That is why I come to Better Business Bureau, asking BBB for help. Thank you *****************

  Business response

  08/08/2022

  Hello.  I have sent you an email regarding your complaint. I have attached a copy of your invoice and a customer service number for you to contact. They will help you with the issues you are having. I look forward to everything working out positively. Thank you

• Initial Complaint

  06/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a very expensive spotting scope from Focus Camera that came with a free accessories bundle. I used their option to finance it with installment payments through Affirm. They shipped it late (it arrived nearly a week later than the website said it would be delivered) and it was just a bonus accessories bundle -- no scope. I had to contact customer service multiple times to get them to authorize a return. After returning it they still have not canceled my installment payments through Affirm. I've contacted customer service multiple times asking them to cancel it and they said they would but have not done so for nearly a month. Affirm contacted them as well and they did not reply. Now I have to go through a dispute process with Affirm to get them to cancel my payment plan for an expensive spotting scope I never even got in the first place.

  Business response

  06/07/2022

  Hello, We have contacted Affirm to have the refund issued and have accepted this. Being as there was a dispute started with Affirm we cannot just have the refund issued as we would have like. The last email with Affirm was this morning letting them know this should be a full refund. I would think they will release you of the loan soon.  I am truly sorry for any inconvenience. Thank you ~ Focus Camera

• Initial Complaint

  03/28/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I order Sigma *******mm f/5-6.3 DG OS HSM Sport Lens with Teleconverter TC-**** for Nikon F ($2,229.00) but received Sigma *******mm f/5-6.3 DG OS HSM Contemporary Lens for Nikon F ($899.00). I called and let them know and was told they didn't know why I received that instead. They stated that they didn't know if they even had the Sports Lens ($2,229.00) and would email about it around 1pm est, I heard nothing so called back at 2pm est and they still had no idea what their inventory was on the lens and acted as though I ordered the wrong lens. I sure paid for the correct lens but received the wrong one. I sent it back the next day Mar 18 2022 they received the wrong lens Mar 23 2022. I have heard NOTHING from them about this lens or my refund of $2407.32!! I would like my money back so that I can purchase this must needed lens. RMA Number is ******

  Business response

  03/28/2022

  Hello, I am truly sorry for any inconvenience. You have been issued a full refund to PayPal in the amount of $2407.32. We were still working on this error and apologize that we did not get back to you. Thank you for letting us know of the listing error.  Focus Camera ~

  Customer response

  03/28/2022

  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

  02/28/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered a **** A7 IV Camera on Saturday night 2/19/22 and paid 2 day shipping for it to arrive on Wednesday 2/23/22... Called on Wednesday to see why my package hasn't been shipped and they told me they had a mess up on Sunday with shipping. New tracking number was provided and the shipping date changed to Saturday 2/26/22. I paid for 2 day shipping because i had a photoshoot for that weekend and i explained to them that mix up really messed up photoshoot this coming weekend. They apologized and gave me a refund for shipping. I accepted it because i know stuff like that happens sometimes so not a big deal. Today which is Friday 2/25/22 i saw that the package was at the **** facility near my house so i decided to go down there to see if i could just pick up my package instead of waiting for Saturday delivery, come to find out they placed a HOLD on the package and have it returned to their Shop.. So now i have $2,500 and some change missing from my bank account and a camera i cant even take home. Also i can't event reach customer support because they're closed on a Friday.... First and last time using this company

  Business response

  02/28/2022

  Hello, I apologize for the shipping mishap. We also had a new person on the ******* that did not understand what needed to be done with this order. According to the tracking information: Individual Picked Up at Postal Facility
  February 25, 2022 at 3:53 pm  ****** ** *****. 

  We are not closed on Fridays we have limited hours due to being a Jewish company. 

  Are you saying you do not have this package as **** states? 

  I look forward to your response. 

  
  

  Thank you

   

   

  Customer response

  02/28/2022

  Better Business Bureau:
  
  I hate doing bad reviews, and i fixed the issue myself and they have contacted me. Please have the complaint removed from their profile. thank you 
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  02/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered a Camera from this company through groupon. Upon receiving the camera, the serial number was covered with multiple other stickers making it impossible to verify the S/N on the box matched the camera. I questioned them and was told it was their amazon stock. I told them I wanted a new camera without the S/N on the box covered with the S/N on the camera able to be verified. I called Canon multiple times about this. Once refunded I will be calling Canon again about sending them the camera for an authenticity check, because of the businesses behavior.

  Business response

  02/11/2022

  Hello, the correct name on the order for this address is *************************. We have spoken to this customer and explained that this is merchandize that was shipped directly from our Amazon. The stickers are covered for that reason. We are Canon authorized. If the customer could check this information with the serial number on the ******************** itself. We have provided return instructions to the customer with a prepaid label. Return tracking number ******************. There is no movement on this tracking just yet. When this entire package is returned to us, we will have a refund issued for the customer. 

  At this time no refund will be issued. 

  This matter is closed until the package is returned to us. 

  Thank you

  Customer response

  02/11/2022

  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

  02/01/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I placed an order for a Focusrite Scarlett *** 3rd Gen *** USB Audio Interface on Sunday, January 30, 2022. I paid $178.19 for my purchased order. When I was placing my order online, I was given the option of choosing Free 2-day shipping for my order that would arrive on Tuesday, February 1, 2022. I went with the Free 2 day shipping option since I need to have the product sent to me as soon as possible. On Monday, January 31, 2022 I received an email stating that my "order has shipped and is headed [my] way." A hyperlinked word within the body of the email said "You can track your package". I clicked on the hyperlink and was taken immediately to the ***** Tracking website where I saw that my order was set to be delivered on Wednesday, February 2, 2022 instead of Tuesday the 1st of February. I contacted Focus Camera's customer service department to see how they could rectify the situation but I was met with insolence and apathy towards my complaint. I called the ***** # many times and tried to speak to someone else when finally I was connected to a sales agent who then transferred me back over to the customer service line. I explained the issue to this new customer service agent and he told me that there is nothing they can do about the issue. He said that any order placed during the weekend would not be processed until the following business day. When I explained to him that there is nowhere on their website where it says that and that I was given the option for the Free 2-day shipping that would arrive on Tuesday, February 1, 2022, he told me that on their Shipping Information page it does say that. I navigated to that page and did not see any such statement. The business has not tried in any way to resolve the problem. I have attached different supporting documents regarding my complaint. My order number is: #*********. The ***** tracking number for the product is: ************. I am requesting a refund of my purchase.

  Business response

  02/01/2022

  Hello, 

  This customer placed the order on Sunday at *******. The next shipping day is Monday 1/31, which what we did. We sent the customer the tracking information. With the FREE Two-Day air, the package is going to be delivered as expected on Wed 2/2/2022. 

  I have attached the documentation to see what was done was correct. 

  I personally watched the customer place the order and nowhere when they were placing the order did it state they would receive it on Tuesday 2/1/2022. 

  There will be no refund due at this time. 

  Thank you, 

  Focus Camera

  Customer response

  02/02/2022

  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:

   

  The business has still NOT shown where during the time of my purchase their system/ webpage stated that the Free 2-day delivery of my purchased item meant that the item would arrive on February 2, 2022; instead of what I saw on their website during checkout which was actually February 1, 2022.  

  The document they attached in their response to my BBB claim did not show anything that would support their side of the argument. In fact on the invoice document they attached in their rebuttal to my complaint it shows that I placed and paid for my order on January 30. The date they created the invoice for a product I purchased and paid for the day before shows as January 31, 2022. There is no where on the companies websites that states that it takes that orders placed online takes 1 whole day to be processed by the company which would in turn mean that shipping dates shown to the customer during the checkout process is to be ignored because it is arbitrary or an estimate. The company needs to rectify the fact that at the time of checkout I was given the option of a FREE 2-day shipping which stated that the product I purchased would arrive on February 1, 2022 but instead it is currently February 2, 2022 and I have still to receive a product that I have already been charged for. This business has taken my money, as I am able to verify with my online bank, but they have not delivered as far as giving the product that they charged me a $178.19 for. 

   

   

   

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

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

  Business response

  02/10/2022

  Hello, we have provided enough proof where there is no further resolution for this customer. The order was placed in the middle of the night on a Sunday, we shipped the order on the Monday. The next shipping date is Monday. The order shipped two-day air which would mean delivery on Wednesday. The customer did not pay extra for shipping. The customer did not provide prove where it stated where it would be delivered on Tuesday. 

  There will be no refund offered and we did not do anything wrong. As the BBB you should see this customer is trying to get money back for something that was not done wrong. 

  This is just harassment from this customer for no reason. 

  No further action will take place regarding this order. 

  Thank you, 
  

*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. ↩