KEH: how is your relationship with them?

David Lyga · Jan 15, 2019

I usually love them, and still do, but for some reason on my most recent order, they omitted 'FEDEX OFFICE STORE' on the delivery slip and Fedex was flummoxed for two delivery attempts because the address is a Philadelphia skyscraper which has over 100 business. Finally, the delivery is scheduled for today and I have high hopes. I had to call FEDEX several times to get this strightened out. Still no word from KEH as to why this happened. My original order had stated, clearly, that FEDEX OFFICE is to be the specific delivery point at that address.

But there is a disturbing number of complaints with people sending in equipment to KEH and hearing nothing for much time or that quotes are substantially overstated. I was surprised, also, to read that the BBB gives KEH only a 'C' rating.

Still, they are about as good as it is going to get in the camera business, given the amount of deception and outright ripoffs. With KEH I think that they are a bit over their collective head and did not expect business booming to have an ulterior side to it. Good customer service is surely attempted, but often does fall short of completion and expectation. I still believe in them but have some doubts as to how some things are implemented. I think that a more profoundly systematic approach is mandated here. We want this company to thrive and thrive. - David Lyga

Eric Rose · Jan 15, 2019

I'm sure they are peddling as fast as they can. I have had nothing but stellar service from KEH.

Johnkpap · Jan 15, 2019

My question is :- Was the camera gear you bought good?

I haven;t put a order in for some time due to a LOW Aust Dollar and our stupid government putting a 10 percent tax on all overseas purchases.......but before that I put through a number of orders, KEH has a fixed postage charge on overseas orders, so what I would do was pad out the order with UG and AS-IS items. Unfortunately there are not as much of that stuff as before.....I suspect it goes to EBay

Johnkpap

David Lyga · Jan 15, 2019

Johnkpap said:
My question is :- Was the camera gear you bought good?

I haven;t put a order in for some time due to a LOW Aust Dollar and our stupid government putting a 10 percent tax on all overseas purchases.......but before that I put through a number of orders, KEH has a fixed postage charge on overseas orders, so what I would do was pad out the order with UG and AS-IS items. Unfortunately there are not as much of that stuff as before.....I suspect it goes to EBay

Johnkpap

I have no real complaints about product quality. In fact, that makes my delivery shortcoming all the more frustrating. - David Lyga

Oren Grad · Jan 15, 2019

I've done a fair amount of buying as well as some selling with KEH over the years. I've had a few minor lumps and bumps, but also experiences in which they bent over backward to be helpful. So I'd say on balance I'm satisfied, and I continue to do business with them.

The greatest uncertainty and risk comes in selling to KEH. It can't be otherwise, because unless you're in Atlanta you're not going to be in the same room with them, and any disagreement over grading or whether anything has been lost from the package or damaged in transit or in handling comes down to your word vs theirs, with no way to objectively adjudicate. That appears to be where the BBB "C" rating is coming from - folks upset with the results of attempted sales of their equipment to KEH. But one needs to have realistic expectations. If we're going to get all excited about ordering stuff graded and priced "BGN" and receiving beautiful-looking gear, we can't also complain if they're strict in grading the incoming stuff.

Trail Images · Jan 15, 2019

I've bought from, sold to, CLA service and repairs done at KEH several times over the years. I've had excellent interaction over those many years with them.
Now, with regard to deliveries by Fed Ex.......GROAN !!

mgb74 · Jan 15, 2019

I wonder how many people are greatly pleased when the "bargain grade" item they buy is almost pristine, then complain when the almost pristine item the want to sell to KEH is not rated Exc+.

And doesn't KEH return the gear at their expense if you decline their offer? I know they pay the shipping to them.

Johnkpap · Jan 15, 2019

I have been the most happy with the UG and AS-IS rated items, I had a $12 Bronica lens with a loose front element once :- fixed in 10 mins, and a $10 Pentax LX winder with dirty batt contacts :- fixed in less than 10 mins. and a $13 NIkon Pre AI 300mm F4.5 that is beat up on the outside but with perfect glass

Just to name a few

With regards to Bargin, I have been sent mint cameras that just need light seals replaced, now they are "like new"

Johnkpap

warden · Jan 15, 2019

Only positive things to say about KEH. Two thumbs up.

Paul Howell · Jan 15, 2019

Over the years I've happy with KEH, only issue is that sometimes 2 day delivery takes 3.

cooltouch · Jan 16, 2019

l've bought quite a bit of gear from KEH over the years. It has always been a positive experience, except for one occasion. I found a focusing screen for an old Canon F-1 on their website and ordered it. The screen that arrived was in the correct box, but it was just the normal screen. I called them and told them what I got. I also told them it is a common mistake if somebody isn't checking things, cuz this is what happens: A photographer buys a new focusing screen for his camera and puts the original screen in the box for the new screen for safe keeping. Somewhere down the road, this photographer's gear gets sold to KEH, but somebody there didn't do the due diligence and check to make sure the screen on the label matched the actual screen inside the box. When I explained this to the KEH representative, she agreed with me that that was what must have happened. She then checked inventory and found that she had another copy of the screen I ordered. And then she double checked to make sure it was the right screen. It was., She shipped it out and told me that I could just keep the screen that they'd sent to me in error. I told her I'd send it back because I had no use for it, and she just said, "Don't bother." So I didn't.

David Lyga · Jan 16, 2019

I received my package and, after three FedEx attempts, it was almost open!!! But still intact. KEH admits (through emails) that something happened in their system because my email confirmation of the order clearly shows 'FEDEX OFFICE" and the shipping label does not. Instead their label shows"David Lyga, 2001 Market Street, Phila, PA 19103". THAT skyscraper has over 100 businesses in it so even if I were of Trumpian Fame I still might not be found. That KEH mistake must be addressed, not only for my benefit.

Yes, I love KEH and, other than this, have no complaints, but, again, they are not perfect and are a bit over their head with their present system. Patience is in good supply but there are times that error resolution becomes a bit pressing to achieve. - David Lyga

BrianShaw · Jan 16, 2019

Maybe the future address scheme should be:

FEDEX Office (David Lyga)
2001 Market Street
Phila, PA

RalphLambrecht · Jan 16, 2019

David Lyga said:
I usually love them, and still do, but for some reason on my most recent order, they omitted 'FEDEX OFFICE STORE' on the delivery slip and Fedex was flummoxed for two delivery attempts because the address is a Philadelphia skyscraper which has over 100 business. Finally, the delivery is scheduled for today and I have high hopes. I had to call FEDEX several times to get this strightened out. Still no word from KEH as to why this happened. My original order had stated, clearly, that FEDEX OFFICE is to be the specific delivery point at that address.

But there is a disturbing number of complaints with people sending in equipment to KEH and hearing nothing for much time or that quotes are substantially overstated. I was surprised, also, to read that the BBB gives KEH only a 'C' rating.

Still, they are about as good as it is going to get in the camera business, given the amount of deception and outright ripoffs. With KEH I think that they are a bit over their collective head and did not expect business booming to have an ulterior side to it. Good customer service is surely attempted, but often does fall short of completion and expectation. I still believe in them but have some doubts as to how some things are implemented. I think that a more profoundly systematic approach is mandated here. We want this company to thrive and thrive. - David Lyga

nothing but good experiences.

Sirius Glass · Jan 19, 2019

My experiences with KEH have been between stellar and super wonderful. I include suite or unit numbers with the address. You problem is with the shipper not KEH.

bdial · Jan 19, 2019

You just live in the wrong place David, I've received mail addressed to bdial, <my town>, NH (though I don't know that Fedex could deal with that).

As for KEH, I've done ok by them, ordered a viewfinder/prism from them recently, described in as-is condition, which wasn't a concern since I wanted it for parts. But it's in nicer condition than the one it was to be the parts donor for, so my plans are shifted 180 degrees.

Sirius Glass · Jan 19, 2019

If there is a camera or lens that I want that they do not have at the time, I tell them to call me when they have exact what I want at or above a specified condition. They call me as the equipment comes in. That is hard to beat.

Pioneer · Jan 19, 2019

My relationship with KEH is great. I send them money and they send me stuff.

Or once in awhile I send them stuff and they send me back some money.

It all works great.

Delivery companies can be a big PITA but that is another story. In my area I request USPS whenever possible/

M-88 · Jan 20, 2019

It would be nice if they had photos of actual items for sale. The rest is excellent.

George Mann · Jan 20, 2019

My experiences with them have been pretty mixed. Their grading system is hit or miss, and I have even received the wrong items, as well as items that I didn't order.

David Lyga · Jan 21, 2019

Sirius Glass said:
My experiences with KEH have been between stellar and super wonderful. I include suite or unit numbers with the address. You problem is with the shipper not KEH.

No, indeed, the PROBLEM is with KEH and KEH admitted such to me.

When one orders, online, one has fields for 'name', 'company', 'address', 'apartment', etc. This is the problem: the COMPANY name gets deleted from the shipping label KEH prints even though the KEH email confirmation of the order has all that included. Thus, the problem is NOT with FedEx, but with KEH's computer system.

Again, I placed another order (six days ago) and had the merchandise sent to another FedEx Office Store in Philadelphia. But THIS TIME I took to heart what I went through the first time. I, again, stated the 'company' (FedEx Copy Store) but ALSO stated it AGAIN in the 'apartment' field. The shipping label had, again, omitted the 'company' field entirely but kept the 'apartment' field intact. Thus, I received my shipment but with only ONE 'FedEx Copy Store' appearing under my name in the 'apartment' field, not the two places that I had indicated on my order. (The 'company' field should have appeared ABOVE my name, but was entirely deleted)

The really frustrating part about this is that I do not know what the shipping label looks like until I receive the package or call FedEx, themselves, to ask 'what does the shipping label read as'? At KEH there really is no one who can 'nail this down' as all clerks are so busy with filling orders, but, Sirius Glass, it IS true that this is NOT a FedEx problem because KEH, NOT FedEx, prints the shipping label and upon comparing both my original order with the actual label, KEH told me that this should NOT have happened. - David Lyga

BrianShaw · Jan 21, 2019

Congratulations... you succeeded in making the system work for you. Good work-around.

It sounds to me as if they have an “or” in their labeling... either a name or a company but possibly not both. Weird.

GRHazelton · Jan 21, 2019

My experience with KEH goes back over 20 years, and has been generally very good, BUT after the sale of the company KEH has lost some luster. IIRC KEH used to show the actual item for sale. The old web site could lead you seamlessly from your search target to related items. I'm less confident of their condition rating than I used to be. As an example I ordered a flash unit from them stated to be in EX condition; it arrived with numerous scars, and a piece of Velcro attached for some attachment, which was not included. I returned the item without incident, a replacement in EX condition was shipped, but at an increase in price! Not kosher, IMHO! Still I can and do recommend them.

Sirius Glass · Jan 21, 2019

GRHazelton said:
My experience with KEH goes back over 20 years, and has been generally very good, BUT after the sale of the company KEH has lost some luster. IIRC KEH used to show the actual item for sale. The old web site could lead you seamlessly from your search target to related items. I'm less confident of their condition rating than I used to be. As an example I ordered a flash unit from them stated to be in EX condition; it arrived with numerous scars, and a piece of Velcro attached for some attachment, which was not included. I returned the item without incident, a replacement in EX condition was shipped, but at an increase in price! Not kosher, IMHO! Still I can and do recommend them.

I agree it was better before the sale, but it is still the best way around to clean out my credit card and bank account.

David Lyga · Jan 22, 2019

BrianShaw said:
Congratulations... you succeeded in making the system work for you. Good work-around.

It sounds to me as if they have an “or” in their labeling... either a name or a company but possibly not both. Weird.

You HAVE to do that in life because life usually does not run on all burners. In too many cases, we are saturated with a culture of pure idiocy, which gains its impetus from an amalgam of both politics and trendiness, not the more sublime parameters of logic, accuracy or consideration for others. Thankfully, I was raised differently, hewing to my current train of thought. . - David Lyga

KEH: how is your relationship with them?

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