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Wonderful Customer Service... Not!
Hello all.
This is my first post, and although I would like to report on a happy experience, I have to get this off my chest bcause it really is bothering me, and I would hate if anyone else had to go through what I did.
I own a Nikon system and have been wanting their 105mm macro VR lens for sometime, so I found myself driving to Campus Camera in Kent, OH because I had heard from a couple of people they were great to work with, and with true photo stores in NE Ohio lacking, decided to visit them.
Immediately upon entering I was hailed from the back of the store by a short older fellow with a Nikon hat. He did not say hi or what brings you in, but instead barked at me, "What are you looking for?" I said I wanted to look at their camera bags. Apprently this was not an acceptable response, so he barked the same greeting again. On his third try, he actually walked up towards me and mumbled some lame sales line to get my attention, which I ignored.
I moved from the bags to tri & mono pods, until I found myself at the camera counter with a younger salesperson. This fellow did not introduce himself, but proceeded to pepper me with questions trying to narrow down what I was there for. I told him 3 times, but it did not register. When it finally did, he proceeded to talk me out of the lens and into something I did not want.
He showed me a fisheye then a wide-angle zoom lens. To make a long story short, I made the mistake of buying a non Nikon lens and a camera bag, that although he assured me would fit my camera and accessories, did not.
I got home and realized my mistake, so decided to return just about everything the next business day. This is when Campus Camera's true colors showed, and why I will NEVER give them my business again.
I rushed back after work, entered the store and made my way to the back. I said I would like to return these items and tried to explain why. The fellow the barked at me when I first visited, came out and stared at me. I say tried because I now had at least three sales people at the counter with me, all trying to convince me what a great lens I purchsed. I even had the Lowepro Rep try to sell me on the off-brand lens!
I shared with them the lens really is not what I wanted, and the short salesman had the gall to say to me, "Then why did you buy it?" I said, "Excuse me?" Then realized that this guy was hostile and pure trouble. Had he never made an mistake? I was very honest about my reasons, but distinctly felt challenged.
Mistake number 2. I did not notice their return policy until now. It stated they charged a 15% restocking fee, and they reserved the right to issue a refund. At this point I decided to take my lumps and accept a restocking fee for my error in judgement, until the short mean man said, "So, what Nikon lens do you want?"
I was beginning to think no one their was listening! I said I originally came in to hear more about the 105, and this is when everything changed. First they wanted to know what I would be using it for, and then the mean man's eyes shot to the owners and everybody become very friendly. It is very important to note that if I behaved in this manner to my customers, I would be out of business fast!
They should have tried to satisfy my needs by listening first, not prejudging, and then working with me on a solution. It wasn't until I decided to spend more that they became accomodating. It is obvious that dispite being in business as long as they have, their customer service is lacking big time, and that they have lost a customer for life. I sure hope others do not have to go through what I had to endure... no wonder they are not members of the BBB.
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