Kamera Express

Uit eigen beweging

I made three different orders during the Nature Talks event in Ede (10/11th November 2018): a lens, a hide and a lens raincover. I sent the lens and the raincover to the Superstore in Utrecht and the hide to a friend's house in Ede. All three products were in stock at that moment.

During the following Monday I received one email for the tracking of the lens but none for the other two products. On Thursday 15th I was going to Utrecht, so on Tuesday 13th I contacted Kamera Express via Facebook to ask them about the status of the three items. They told me all three items were already prepared to be picked up at the store in Utrecht. It was weird as I only sent two (out of three) items there, but it was fine.

Thursday arrived and I went to the store in Utrecht. The staff did not know where any of the three orders were. The lens had been sent to the owner of the building and not to the store, so the manager went looking for that person and, luckily, he found him and he could get the lens. The other two items, missing. However, I must say the staff in Utrecht was really helpful and kind to me. Excellent customer service at that Superstore. They personally called the central office to get more information about the status of the other two orders and we arranged the shipping of the hide and the lens raincover. As initially planned, the hide would be sent to my friend's house and the lens raincover to their shop in Utrecht.

After the bad experience, the next day (Friday 16th) I wrote an email to Kamera Express explaining my concerns, discomfort and the situation I had had, specially with the lens as we were talking about some hundreds of euros. I got no apology, not at all. However, they told me the raincover was already sent to Utrecht and that the hide would be sent in the following 2-4 working days.

Now it is the evening of Thursday 22nd. I had no information about the hide and the raincover. I had received no email, no tracking, no anything. A few minutes ago I contacted Kamera Express again via Chat to know when they would send my items. Now they have told me the hide is not in stock, so they don't know when they will be able to send it. About the raincover, they told me they will send it to Tilburg (!!!) during the next 1-3 working days. I mean, the staff in Utrecht personally told the central office to send the raincover to their shop and today they told me they were going to send it to Tilburg. I told the person in the chat that the item was supposed to be sent to Utrecht, so they changed it. However, I still do not understand why they had Tilburg in the shipping info.

The situation has been so surreal until now and they keep making it weirder. It has been almost two weeks since the Nature Talks event and I am still missing two out of three items. It has been one of the worst experiences I have had with a shop. I just want the items I have already paid for, that's it, I am not asking for anything else.

They failed to ship a lens to their own shop in Utrecht. A hide that was initially in stock is now not in stock (after two weeks) and they don't know when they will ship it. For the lens raincover, they keep telling me that they will send it in the following days but I's been two weeks with the item in stock and the shipping is still pending.