Like many of you, I have used Adorama (and B&H) for decades. Always had good service in the past.
Just before Christmas I ordered a new Leica Q2 Traveler Kit from Adorama. It showed up the next day and was neither new or was it the Traveler Kit (the kit comes with an extra battery and a leather wrap). The box was not sealed (missing the outer grey box), screen film from the factory was missing, and the screen had fingerprints on it.
I contacted Adorama and they apologized and sent another one. Though my order clearly indicated the Traveler Kit, it once again showed up without the extra pieces and, you guessed it, another open box. In fact, I think it was exactly the same camera.
First time, OK. But the second time around is not excusable. While they were quick to send a return label the second time around, it was very matter of fact and sort of "so what". I was also told by their sales folks that "cameras haven't come sealed for 20 years". Clearly they are not Leica fans. I have bought dozens of Leica cameras and lenses and, when new, have ALWAYS come sealed. They now show the Traveler Kit as "closeout". My guess is they were sending out demo or display Q2s as new.
Isolated occurrence? Maybe. But for a $6000 camera and a customer that has spent tens of thousands with them, not acceptable. They have lost me as a customer. So I spent more and got a sealed, brand new Q3 from another source.
Your mileage may vary, but forewarned is forearmed. Best of luck folks and I hope you never have similar experiences.
I would honestly contact Leica about this - Ivwoikd also send Adorama a long email and demand they fix the solution, better yet move you up inline for the q3 or something.
I don't have a problem buying open box, but they better advertise it as that.
Even my new film scratching M6 came in a sealed box. Of course, I'm not sure if that is much of an endorsement but still.
Been shopping both Adorama (and B&H) for years (read: decades) and had a similar experience with receiving a used OB audio recorder once when I had purchased new...but that was B&H and that was some years ago. Not sure how such things as yours and my experiences are even possible, but twice for you with the same item?! ...apparently a serious glitch in the Matrix?
I don't buy from Adorama. I used to buy from both Adorama and B&H. But one time, maybe in the 1960s, I bought a small portable tripod from Adorama, and what I received was not what their picture showed. I received something cheap. I returned it, and from that time on, I've bought many items from B&H, but nothing whatsoever from Adorama. More recently, I saw that both companies remain in business, so I thought Adorama cleaned up their act, otherwise how could they compete. How disappointing they are still at it.
I stopped buying from Adorama when I ordered twice smaller photo gear items shown as available on their website only to find out that they are not in stock and needed to be back-ordered. Then I had to cancel the orders.
Regarding receiving opened/used items sold as new seems to become more and more common these days unfortunately. Sellers don't want to accept losses by selling returned items as used for a discounted price. Obviously they are less concerned about their reputation now by doing so since less and less photo stores remain on the market.
I officially stopped buying from Adorama, last month. I bought $900 lens from them that UPS lost. When contacting customer service, it was clear that they used an outsourcing service that had no personable customer service capabilities. They read from a script and told me that they would run an investigation of the lost package and get back to me in 7-10 business days. When I asked, but what about the lens, I had intended on getting in the first place, they instructed I buy a net new one out of pocket and wait for the refund, once the investigation concluded. They also made me feel like the lost package was my fault, even though it was clearly UPS's issue.
In the past working with other retailers like B&H, and even Amazon, when a package is lost, it becomes the senders problem, because they hold the insurance on the package. And unless you are a small business, my expectation would be to have a replacement item sent in fairly short order, especially since I have spent thousands upon thousands of dollars on them for over two decades!
Even after I purchased a replacement product before receiving the refund, it took me two to three tries to finally reach a manager after two reps would refuse to connect me to a manager. I finally got my refund back, but it did not make me feel secure, if I ever ran into this again, and if it were a significantly more expensive product like a Leica product.
I've had much better experience with in-store staff and would consider buying from the retail store location, but I no longer order or pre-order from their online store, just the fact that their online store customer service is absolutely terrible!
I've had a MUCH better experience with B&H. I've experienced mix ups with them regarding open box vs new items, but they always make it right right away and offer options. Their customer service is top notch which is why I'll continue to shop with them for years to come.
