Darkroom Central - A Warning for international Customers

Alessandro Lemser · Jul 9, 2009

Dear all,

I have been waiting patiently for so long, but now I decided that I should warning all of you about a online store from which I bought some rolls of new Kodak Ektar 100: Darkroom Central online store.

Since the end of March that I have been waiting for the package to arrive.
I asked the seller about some number to track the package... but no response untill now.
One month after the shipment, he wrote to me to say that he put the wrong address in the package (the last good contact with the seller).

Still in March, i bought some rolls of film from "Film Carnival" an e-bay based store. In exactly two weeks, I got the films.

Hope it helps you to decide from which online store to avoid.

Best regards,
Alessandro

fotch · Jul 9, 2009

If you paid by credit card, why don't you just cancel it?

PhotoJim · Jul 9, 2009

It'd be worth calling them. The storefront of Darkroom Central has a really good reputation.

I've only ordered from them once, and I had my goods in two days, well packaged.

thebanana · Jul 9, 2009

This is a stand up operation run by people who truly understand the needs of analog users. If you have a problem, send an email to Andrew (the owner). I know he will sort out the problem. There is no need to flame a sponsor publically if you haven't done all YOU can do to help solve the problem.

Colin Corneau · Jul 9, 2009

thebanana said:
This is a stand up operation run by people who truly understand the needs of analog users. If you have a problem, send an email to Andrew (the owner). I know he will sort out the problem. There is no need to flame a sponsor publically if you haven't done all YOU can do to help solve the problem.

+1.

They've never been anything but TERRIFIC in my experience.

I can't help but think a phone call would solve this in about 2 minutes.

sjb · Jul 9, 2009

I agree with thebanana and Colin. Knowing the staff and owner at Darkroom Central , I am sure this a mix up of some kind. I have had only top notch service from them. Make the call!

Alessandro Lemser · Jul 10, 2009

I really trusted in Darkroom central and for this reason that I did not cancel the credit card payment.

But I think that they should care more about international orders. Why not answer e-mails?

Well, I will try to contact then again...

Thanks for all feedbacks.

Ian Grant · Jul 10, 2009

Alessandro, I assume your outside the US.

I've had problems with parcels going missing even when tracked from the US to Turkey, theft of parcels at some US airports is a big problem. Tracking shows they arrive at the airport (mostly Ohio) and then no more trace, for some reason they target more parcels going to non English speaking countries, I guess because it's harder for them to communicate direct with the US Postal service. I've stopped having items sent US - Turkey a 60% failure rate is too high, I have no problems US-UK, or UK - Turkey.

So it may be the Postal system not the supplier.

Ian

Photo Central - AT · Jul 10, 2009

First of all, thank you everyone for your kind support. We do try to ensure everyone we deal with is taken care of as well as possible.

Allessandro, we have refunded your payment in full. I am sorry that your order did not arrive. Should it appear, it is yours to keep. I am sorry that you felt you needed to voice your concerns on this site - obviously we did not do enough to keep you satisfied. My sincerest apologies in that regard.

Again, my thanks to all of you who have given us a kind word - it is very much appreciated.

Regards,

Andrew Toews

DarkroomCentral.ca
Photo Central Inc

Dennis S · Jul 10, 2009

Wow inpressive response. I think you found yourself a new customer.

mabman · Jul 10, 2009

First, as mentioned, Photo Central/Darkroom Central is a stand-up operation - very personable, easy to deal with in person. I don't know the particulars here on their end, but I know for myself I get a lot of international (non-North American) SPAM about "orders", and "payments", so your queries may just have hit their SPAM filter.

Anyway, I hope this doesn't dissuade anyone from ordering from them in the future.

fotch · Jul 10, 2009

mabman said:
so your queries may just have hit their SPAM filter.

So its who's fault, the customer? Stuff does fall through the cracks under the best of circumstances, but not having any reply, I think discussing it with others is fine. Maybe they should have more than one email address as a fall back!

thebanana · Jul 10, 2009

fotch said:
So its who's fault, the customer? Stuff does fall through the cracks under the best of circumstances, but not having any reply, I think discussing it with others is fine. Maybe they should have more than one email address as a fall back!

The issue is resolved. However, if you have useful advice about how to run a business perhaps you could forward it via private pm to Andrew at PC, I'm sure he would be happy to hear it.

dr5chrome · Jul 11, 2009

I am glad to see a company not get the wolf-pack we received.
It's beyond my understanding why a customer feels the need to complain in this venue especially if the business is open to communicate.

This thread should be closed for its positive ending.

FWIW, I can only recall 1 package being completely lost in 11 years, and it was to eastern Europe. We never did find out if the package was lost in Europe or the US. Even with a tracking number.

Its expensive, but we always suggest FEDEX.

regards

dw

mabman · Jul 11, 2009

fotch said:
So its who's fault, the customer?

No, I'm suggesting that with email sometimes technology can't separate the wheat from the chaff very easily, especially if legitimate email contains "suspect" words like orders, payments, and even tracking numbers. This is made more difficult with international email, as some SPAM filtering software takes the email's character set into account, and some even have basic grammar-checking abilities.

I'm not suggesting it's anyone's fault (except for deliberate fraudsters for creating this problem in the first place), it's just the way it is sometimes. It's often not feasible to read every single piece of junk email to look for ones that are potentially legitimate.

As already mentioned, a 5 minute phone call could have cleared this up. I'm all for using computer technology (I work in IT), but where money and potential communication issues are involved sometimes older technology would be more suitable.

Anyway, who knows what actually happened, but at least it's now been resolved.

Paul. · Jul 12, 2009

mabman said:
No, I'm suggesting that with email sometimes technology can't separate the wheat from the chaff very easily, especially if legitimate email contains "suspect" words like orders, payments, and even tracking numbers. This is made more difficult with international email, as some SPAM filtering software takes the email's character set into account, and some even have basic grammar-checking abilities.

I'm not suggesting it's anyone's fault (except for deliberate fraudsters for creating this problem in the first place), it's just the way it is sometimes. It's often not feasible to read every single piece of junk email to look for ones that are potentially legitimate.

As already mentioned, a 5 minute phone call could have cleared this up. I'm all for using computer technology (I work in IT), but where money and potential communication issues are involved sometimes older technology would be more suitable.

Anyway, who knows what actually happened, but at least it's now been resolved.

Unfortunatly international phone calls are very expensive, a 5 min. call to family from UK to Thailand cost over £60 that my friend is a lot of film.
Thankfuly this has been resolved, but to suggest a phone call when the cost of the call could be as much as the order cost is not practical nor helpful.

Regards Paul.

Michael W · Jul 12, 2009

Paul. said:
Unfortunatly international phone calls are very expensive, a 5 min. call to family from UK to Thailand cost over £60 that my friend is a lot of film.

International phone calls are dirt cheap. Use skype or buy one of the cheap call cards that route you through another number e.g. 5 pence per minute

PhotoJim · Jul 12, 2009

Yikes, that is nuts. I could call Canada from the UK on a prepaid mobile phone using Orange for 6 pence a minute, and that included the mobile network airtime charge.

Alessandro Lemser · Jul 13, 2009

Andrew,

Thank you very much for the payment refund.
In case that the films arrive, I will let you know and you can debit my card again if you wish.

I really never had a great problem here in Brazil with international orders. The mail service is very efficient. I buy things from many places of this planet (including films from Czech Republic). Every once in a while a delay occour.

I start this post just because my e-mails were not answered. I am not so fluent in english to do a phone call.

I am always be kind with you in my e-mails, and in one of these, I said that you won a customer.

Regards,
Alessandro.

fotch · Jul 13, 2009

thebanana said:
The issue is resolved. However, if you have useful advice about how to run a business perhaps you could forward it via private pm to Andrew at PC, I'm sure he would be happy to hear it.

Not sure he would get my email :rolleyes: but looks like a happy ending in any case.

cmacd123 · Aug 1, 2009

FWIW:

My recent order with Darkroom Cnetral came within the week, and was accurate and well packed. They seem to be affiliated with one "foto source" which is a buying group that many of the better independent camera stores in Canada work with.

Darkroom Central - A Warning for international Customers

Alessandro Lemser

Alessandro Lemser

Alessandro Lemser

Privacy & Transparency

Privacy & Transparency