Hmmm. Sympathy to the OP, but hey nothing ventured, nothing gained, yes?
I had a recent experience (summer into fall, 2018) with KEH, and it turned out for the good and for the bad.
The Good:
I purchased an 500CM body, and split screen + waist level viewfinder, an A12 back- all in excellent or like new condition. Also purchased an 80mm lens, I think it was rated as "bargain" and it is nearly pristine. Everything works well and is lovely indeed.
The Bad:
I sent in an Olympus 17mm lens + Vivitar UV filter, a "sold-separately" Olympus LH-48B metal lens hood, a lens case for eval on a buy back, figuring I'd recoup some of my funds from the aforementioned purchase. After receiving a lowball offer on my pristine gear, I called to ask what was up. The response was "Auto focus not working" on the lens, and they treated all 4 items as a single item for eval purposes. I had them send everything back to me, and when I the box arrived I immediately puled the lens out to see what was going on... turns out they had the focus ring not eh lens slid back to "manual". I put it on my OMD EM1, took it out to test and it worked perfectly. Listed all the stuff on ebay as a bundle and it was gone in a couple hours at a price I was happy with. Months after my KEH. purchase; so much for recouping money spent, and forget any notion of a "trade-in" in the sense of getting gear for turning gear in as a single transaction process.
The take-away from the overall experience:
**As one poster mentioned, I also think they down-rate some gear to move it.
**Images of sale items both online and their catalog, are deceptive.
**What monkeys do they have evaluating equipment?
**Buying from KEH is OK, I feel like you'll likely get gear that has been CLA'd more so in the upper range of the grading system, obviously, than the lower range.
**They use FedEx and require a signature for delivery- horrible on both counts.
**If you call down there, the reps are knowledgeable, friendly, & helpful. In trying top make the aforementioned purchases, I spent some time on the phone, looking at stuff both on their site and on ebay while I was talking to the rep. Photos of stuff listed were off, or stock photos. They had stuff that didn't seem to appear on either site and didn't have stuff that was listed as well. ended up taking advantage of a sale and made the purchase. I've called down there multiple times and each time whoever answered the phone was completely knowledgeable and very helpful, sympathetic to my cause, and I got satisfying results- overall an excellent over-the-phone customer experience.
Would I use them in the future? Honestly, maybe. Probably almost strictly for purchases of gear at the top of their grading system, IF I could afford it.