This was my first transaction with KEH, and upon receiving the product, I agree with others that KEH is conservative in their product ratings. I purchased a used Canon 28-300 L lens from them. It was rated EX, which, according to them:  
 
Shows moderate wear. May have small dings, pecks and slight finish wear. Glass may have some dust, but no marks.  
 
I wouldn't have noticed the slight dings if I didn't put the lens in front of my eyes. No dust at all. It came with all the accessories-bag, strap, and caps, and was nicely packed. Might as well be new.  
 
Shipment was quick. I placed the order on a Sunday afternoon. As it costs nearly $2000 (incl. shipping/insurance), and I was shipping to an address different from my billing one, I knew they would be asking questions, so I called them Monday to give them the credit card confirmations they need. The ball starts rolling, and by Friday afternoon, I had the lens in hand.  
 
Couldn't be smoother. Hopefully I can count on these guys again.

I have heard a lot through the years about how reputable KEH is, and how the 'undergrade' their equipment, so you always get a better item than the grade, however it turned out that is not completely true.  
 
I have ordered two Minolta lenses from KEH, and both had the EX grade (I didn't dare order BGN). They didn't arrive on time (as promised), and I had to leave the country for a month. When I came back, I found the package (arrived 1 week late), but my biggest unpleasant surprise was that one of the lenses had a deep crack in the plastic of the zoom window!  
 
Both lenses otherwise looked ok, not mint, but in very good cosmetic condition, and the glass was excellent except for some dust, but the crack in the zoom window I could not stomach. How could anyone with proper sight rate this lens as EX???  
 
So I started emailing KEH and at first they didn't believe me, and only after a lot of to and fro, and after sending them MACRO pictures of the crack itself they agreed that the lens was overrated and downgraded it to BGN, while saying they 'can't imagine how this could have happened' (the lenses were well packed so it definitely did not happen in shipping).  
 
So now they offered me either $39 credit (on $325 lens), which they claim was the price difference b/w BGN and EX, or to ship the lens back for refund, but they would only pay me $10 for the return shipping and will not refund my forward shipping charge.  
 
Both of these cases did not sound good to me, since shipping to them would cost me more than $10, and the $39 (on $325 EX graded lens) I felt was insufficient compensation for the troubles I went through, which were completely their mistake. I wrote them about this, and pointed out that reputable merchants also compensate customers not only for the actual costs but also for the hassle they incurred, but KEH did not budge from their position.  
 
At the end I accepted the $39 credit just not to waste further time and nerves in this, but I remain deeply disappointed in KEH and feel they have gone far down the downward spiral in the last few years.  
 
A word of advice to future KEH customers: Either buy LN rated products (which are overpriced on their site), or be prepared for something similar that happened to me. KEH of recent is definitely not KEH of some 5-10 years ago, and they do not even try to go above and beyond to satisfy the customer. Be advised.

This is my second order with KEH, and second problem with them. The first time I ordered a new lens with overnight shipping and it arrived as expected. I later found out that I was charged more for shipping than my email confirmation showed. They credited me back in within a couple days of contacting them so no harm done. On my second order I needed a lens ASAP so ordered it with overnight shipping. One week later I haven't heard a peep from them and still don't have a lens. I sent an email a couple days ago with no response. I have heard great things about them, but think it's time for me to start purchasing things elsewhere.

I ordered at 4pm on friday with keh, 2day air. I was expecting to receive the shipment notification saturday like the website stated (2day air shipped next business day) no email. I called, and got rung up to a nonstop ringing phone. I called back a 2nd time, and same thing happened. I finally called back Monday. I got jerked around and nothing was resolved. I called back tuesday morning, standing outside in 5F weather without a coat on, to call them up. After wasting 5 minutes of my 15 minute break, and being transfered twice, the person said "we needed to verify your shipping adress" After veryifying it, it got shipped and arrived thursday. Keh had my telephone number and email adress. They failed to use either one and contact me on this. Worst customer service ive ever dealt with. 100% unhappy with Keh

Purchased Canon 70-300 DO, arrived as expected and packed well.

This review was modified by its author, photopro14, on 4/19/07 8:39 AM.

I have purchased equipment from KEH a few times with positive results each time. The equipment was rated accurately and priced very reasonably.  
Recently I decided to sell off a bunch of my Nikon equipment to them. I started by getting a quote online based on the condition I rated my equipment (this is based on their condition rating scale). Then I called KEH and talked to Camille, she answered all my questions and since her quote matched the one I got online, I sent in my stuff for evaluation(nikon f100, mb-15, f2as, sb-28 flash and the grip for the f2as). Seven days after KEH recieved my package Camille called me saying that all my equipment was in the condition that I stated (excellent) and that KEH would honor their quote. four days later I had a check for $1125.  
 
I've read some complaints from people that felt KEH downgraded their equipment and selling it at a higher grade. This concerned me, but I felt confident that the biggest loss to me would have been shipping to keh (they cover shipping back to you if you refuse a quote).  
 
So there you have it, a surpisingly positive experience selling to KEH and lots of good deals purchasing from them.  
 

Although I have already had a couple of very satisfactory transactions with this company they have raised the bar a little more with my latest purchase. I recently won an auction with them through Ebay for three Minolta rangefinder cameras. I won all three cameras for an average price of what one camera might go for.  
 
When the package arrived today I was pleasantly surprised to find that there were four cameras with a note explaining that the forth camera was just a bonus.  
 
After all that I have read about KEH and using them a couple of times I thought that they couldn't make me any happier or dedicated, guess I was wrong. ;o)  
 
All the cameras are in great shape (for 30 year old cameras) and came well packaged and arrived when expected.  
 
Another very happy customer.