KEH - unpleasant sales

ChipMcD · Oct 6, 2010

I bought a really old press camera from them that came with a faulty shutter but that was otherwise very clean. There was absolutely no problem with the return and credit for that. The treatment I received the first time inspired confidence to purchase a YashicaMat 124 G, which was pristine and reasonably priced and two Nikon AIS lenses, both of which were cleaner than EX in my estimation. All of these transactions were since March of this year. Given their return policy, I would not hesitate to buy from them again.

michaelbsc · Oct 6, 2010

Wolfeye said:
Oh, and when I've returned items to them in the past it takes WEEKS to see the returned money.

If you pay by credit card, and get the refund by credit card, this is most likely not their doing.

I have an old style bank merchant account so I can take Visa and Master Card. Here's how it works, at least how it works withing the US borders. (No guarantee's on outside the US.)

If I bill you're Visa account $250, and it is approved buy the credit card carrier, then you get charged immediately and I get the money the next day. If I give you a refund, then my bank sends a federal reserve draft notice to the credit card carrier, and they forward a draft notice to your account. Once my draft clears (remember - I may have already spent the money!) then the carrier will start the ball and you'll get your money.

In the meantime, the carrier is parking this $250 in a market investment account earning interest. They have little incentive to hurry up the second half of this transaction.

I'm not trying to imply that banks are crooks, but just like every one else, they arrange circumstances to their advantage when possible.

Michael

lxdude · Oct 7, 2010

Wolfeye said:
I can understand all of the good / bad experiences. Mine was a combination of VERY slow shipping (three days post-order), and when I tried to cancel it before it shipped was told the shipping couldn't be stopped. So I resigned myself to receiving it late - and when it got here, it was engraved. No mention of it on their website of course, but the label sticker on the item itself had "ENG" on it, so it's not like they accidentally sent it. Lack of one hand (website) knowing what the other hand (inventory) actually had.

Oh, and when I've returned items to them in the past it takes WEEKS to see the returned money.

Atlanta is a town with "Southern efficiency" absolutely.

Sounds like the wrong item was sent. I would have returned it.
I once ordered a BGN lens but got a UG (fine scratches on the front element). I returned it for refund as they had no BGN and ordered an EXC for a few bucks more. I've returned a few things, like a winder for a Pentax MX that worked but was gutless. Always got credited quickly.

Chris Nielsen · Oct 7, 2010

My last KEH experience wasn't quite as good as the previous ones I've had - I ordered a Rolleinar which was mislabeled and didn't fit. Being in New Zealand and opting for USPS it takes 3 weeks for them to ship stuff so it was a long wait for an item that was no good. I opted to send it back and swap for a flash, which looks to have been very well used. Again it took so long for anything to happen that it was sort of agonising really, waiting and then finding it was no good.

But I go the cheap route and am used to a long delay, it just makes it frustrating when something's mislabeled. I will definitely still buy from them

patrickjames · Oct 7, 2010

I have bought quite a few things from KEH over the years and had no real problems. It is fair to note that their BGN items can cover anything from almost brand new to quite used, so take that into account. The last thing I purchased from them was a Contax ST for less than half of what I could have gotten it for on EBAY. KEH is a business and they give great service. I always go to them first before I look in other places.

andrewkirkby · Oct 7, 2010

I have dealt with Tim Smith @ KEH and he has always been helpful. I bought a Nikon 24mm 2.8 AI-S Ex+ grade lens and it had a really loose focus ring. I sent it back and had another lens to me in 10 days.
(i'm in Australia - that's damn good service)

John Koehrer · Oct 7, 2010

Another cheapskate in the satisfied group. I usually get bargain or ugly, if it's too ugly even for me(not often) I've had no problems at all returning & upgrading.

njkphoto · Oct 7, 2010

I always had good transactions with them as well.

eddym · Oct 9, 2010

Another satisfied KEH customer since... umm... maybe about 1979...??

John_Nikon_F · Oct 10, 2010

Haven't had problems with transactions over the past two times I've purchased stuff from them. Bought BGN grade items both times, a 50/1.8 Series E the first time through their eBay store, and a MD-2/MB-1 drive through their website. Both times, the gear was in nice shape. This time around, I bought an FM2 from their As Is section. Expecting something that's going to need lots of work, but, hey, paid $10, plus ship for it. So, no big deal.

-J

Vonder · Oct 11, 2010

An update - they have refunded the purchase price but aren't going to refund the shipping to me. I feel this is unfair, since they both sent an item I told them not to send and sent the worng item.

fotch · Oct 11, 2010

Wolfeye said:
An update - they have refunded the purchase price but aren't going to refund the shipping to me. I feel this is unfair, since they both sent an item I told them not to send and sent the worng item.

File a dispute with your credit card company and let the facts settle the problem.

jscott · Oct 12, 2010

That was my experience (below). I bought a Dagor large format lens described only as "Bargain". Nice lens, but the shutter speeds were horribly slow and sticking, it was unusable without major surgery. They took it back as a return, no problem, and it showed up again in their next magazine as "Bargain" with no further explanation. Why don't they just say "shutter speeds are slow"?

Wolfeye said:
Seems to be a repeating pattern, sadly, of sending out incorrect, substandard or broken items and hoping the customer won't notice.

Ira Rush · Oct 12, 2010

KEH Guess I am just plain lucky

KEH Guess I am just plain lucky

Ive been ordering from KEH for a loooong, loooong time, resulting in many, and I mean many items. Of all the orders placed, only two (2) items had to be sent back and returned. Everything else was in perfect working order and in near perfect cosmetic condition. Even Bargain items were better than I expected.

In all that time, the sales teams were polite, knowledgeable and very eager to help in anyway they could.

Items were packed carefully, and shipping was fast, 2-3 days after the order was placed FedEx was knocking on my door.

I recently placed an order, and while the item looked BRAND NEW, was functional, was packed carefully, shipping on the other hand was slow compared to previous orders. Dont know if its KEH or the shipping company (FedEx/UPS) but it took a full week from order to delivery where as stated previously it took only 2-3 days.

All in all, they still will get my business Guess I am just plain lucky

st3ve · Nov 6, 2010

The last thing I bought from them (by now I forget what it even was because I don't buy gear often, just film) I had shipped 2 day and they took a week to even send it out. It wasn't during a holiday time or anything like that. Eventually they got tired of me calling them and gave me all kinds of attitude. This is after over 2 years of fairly sizable "alternate technology" related purchases.

The orders I just placed, with exception to a $10 135mm Vivitar and a 24mm Tokina, went either through Adorama or eBay, and I'll be buying anything new or used at a comparable price from a different vendor from here on.

st3ve · Nov 9, 2010

Update: My stuff is here from Adorama in NYC, 2 day shipping after 2 days, and KEH still hasn't even sent out yet.

The only reason I pay for Fedex 2 day with KEH is the alleged promise of shipping next business day. It's 2 days transit with Ground anyway.

This is ridiculous.

Cromlech · Nov 9, 2010

I wonder if it worth my trouble buying from KEH?

All I need is a pentax lens (100mm) or anything to fit with a k-mount set up at 100mm..

bdial · Nov 9, 2010

I wonder if it worth my trouble buying from KEH?

People comment more often about bad experiences than good.
This is just one of several threads about KEH, and their pros and cons. They aren't perfect, and no shop is, but the odds are substantially in your favor that whatever you buy will be just fine. If it isn't their no hassle return policy has been well documented.

tkamiya · Nov 9, 2010

Cromlech said:
I wonder if it worth my trouble buying from KEH?

That's something only you can decide. Personally, I bought from them few times and returned few items. I ran into issues on one transaction. Seems when things fall out of cracks in their system, it takes forever to resolve it. But eventually, I got things sorted out. Despite this, I plan to keep buying from KEH.

Keep in mind, KEH deals with used items. Despite its best intentions, hidden issues or intermittent issues may remain undiscovered. For that, it offers generous return/warranty policy for used gears. The most you can lose is the shipping. Also, there may be a staff or two who really don't care or pay attention. That happens too.

I had issues with other vendors and even with new items, so having issues aren't unique to any business. I'd rate my personal track record with KEH to be "good" service wise and product wise.

If you ask about any product or business on forums (of any kind) you will get all kinds of responses. According to many, Nikon, Canon, Toyota, Honda, Kenwood, Hargen Daz, Coke, Pepsi, etc, etc, etc, are the worse company/worst product ever produced/invented. Personally, I take any opinions I see with large dose of skepticism as I have no idea on qualifications/standards/motivations of individuals making comments - good or bad.

michaelbsc · Nov 9, 2010

Quite honestly my track record with KEH is better than evilBay.

Sirius Glass · Nov 9, 2010

Cromlech said:
I wonder if it worth my trouble buying from KEH?

All I need is a pentax lens (100mm) or anything to fit with a k-mount set up at 100mm..

Yes

st3ve · Nov 11, 2010

Ben at KEH tells me he'll be shipping my stuff out overnight.

If they do, at least they made it right.

Vonder · Nov 19, 2010

st3ve said:
Ben at KEH tells me he'll be shipping my stuff out overnight.

If they do, at least they made it right.

Curious, did they?

They refused to refund my shipping. I won't make the mistake of ordering from them again.

jmcd · Nov 19, 2010

Wolfeye: They refused to refund my shipping. I won't make the mistake of ordering from them again.

I don't know all of your particular story, but if an item was engraved but worked properly, it would be a matter of cosmetic condition. If you have a disagreement over cosmetic condition, they will not refund your shipping cost. I do not know anybody who does, and more than one seller has told me he could not stay in business if he did so. But if you talked to a salesperson on the phone and ordered a replacement, assuming they had one in stock, they probably would have sent you a shipping label for the return of the item, and sent out the replacement as soon as they received the first item.

It does take up to several weeks to get a refund from KEH, but the refund is certain.

I have definitely been frustrated a couple of times with KEH, but when I studied their policy and ordered with it in mind, I have found them to be one of the better sellers.

KEH - unpleasant sales

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