I have dealt with KEH for years, always got conservatively described  
items and great service so yesterday I ordered a new Nikon D300 with  
Nikon 18-200 lens. Dan Orchard could not have given better service,  
great price, immediate order number verified by email, called back to  
see if I was completely satisfied and sure about order.Was patient  
while I resolved a debit card issue. Was knowledgeable. Helped nicely  
on some extra items I needed...Shipped FedEX ground. FedEx emailed  
last night saying they had product and as of noon today I have a brand  
new finely packed , US Nikon warranted D300 in my hands. impossible to  
beat that . I just went online and ordered some more stuff from KEH !!  
Down right happy with this transaction...!  
Just received my second order within a week. Price was super. The 'Exe" product ( Filters) arrived more like "LN" No signs of wear. Deliver was prompt. Could not be improved..  
 
 
Gaines Blackwell

This review was modified by its author, Spot55, on 8/18/08 8:26 PM.

KEH has lost me as a customer.  
 
I use to regard them as a completely above board seller of photographic equipment, but my latest experience with them feels like I dealt with a bait and switch seller.  
 
Last night I ordered a Nikon flash outfit from their website for $599.95. I selected ground shipping for $12.95. Insurance added $2.50, for a grand total of $615.40. I placed the order.  
 
I only received an order number at the end of the transaction, which I wrote down, but didn't get the expected email confirmation and receipt that I get from most other sellers. For that reason I called this morning to make sure the order had gone through ok. It had.  
 
I was told, as pretty much an after thought, that my card had been charged $635. What? That must be wrong. My total came to $615.40. But I was assured by the female voice that the total charged was $635. I objected to being charged $35 for shipping and cancelled the order. The woman couldn't explain why I was being charged $20 more than what was stated on their website for ground shipping.  
 
A few minutes later I called again and spoke to a man, Ken. After hearing my problem he looked into it, called me back, and assured me the $35 shipping charge was right. Then why did the website say $12.95 + 2.50, for a total of $15.45?  
 
The only explanation he could offer was that the website was only an estimate, and if the real shipping price is different KEH calls the customer to let them know.  
 
I see a couple of problems with this. First, nowhere did the website say anything about the listed shipping charges being an estimate. (There was a remark about large items being sent by Air costing more, but I had selected ground shipping.) Second, no one called me. It was me who called them, and only inadvertently did I learn about the extra charge for shipping. And they had already charged my credit card!  
 
Bait and switch? Absolutely....not on merchandise, but on shipping charges. My feeling is that they should have honored their own published shipping rates, which was actually a fair price for ground shipping, while $35 is a bit of a gouge. (Maybe this is why they don't supply an email receipt for the transaction....nothing is actually put in writing.)  
 
I never return to companies who use such sales methods. KEH is now on my avoid list.  
 
(After this bad experience I placed the same order with Abe's of Maine. Same flash outfit. Same Nikon USA merchandise (not gray market). Same price, $599.95. But shipping is FREE! We will see how this one goes.)

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.

For used photo equipment -- Simply the Best! Totally agree with others that KEH is very conservative in "rating" their products -- the lens I just recieved looks even better than described. If KEH has it, there's no reason to gamble with eBay (and you won't find the 60-day return warranty elsewhere)!

This review was modified by its author, Alan_S, on 6/6/08 8:43 AM.

after dealing with those fraudulent online "businesses", KEH are a breath of fresh air. superior customer service. i purchased a used canon body. it appears to be brand new, and functions as such. very pleased with my first KEH transaction, and look forward to doing business again. very satisfied.

I recently bought a used Nikon 35mm 1.4 lens from KEH. This is the first time that I have ever ordered an item from this company, so I didn't know what to expect from them. I was absolutely amazed! The lens was rated E+ on their scale so I figured it would be pretty nice. It was like new! Never before have I gotten a "used" lens that looked so good! I'd swear it was new! The glass is super clean and the finish on the outside showed absolutely no signs of use. The front and rear caps even look new. I am totally satisfied! It came wrapped in bubble wrap and packed tightly in packing peanuts. The shipping box was of proper size to protect it as well... a very professional job in my opinion. If anyone asked me my opinion on weather or not to order from them, I'd say, "go for it! Have no fear!" I got what I wanted and the shipment arived when they said it would. I will definately look to them for my next used purchase.

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

They did a fabulous job. They paid more than fair value for my 2 film cameras. Then when I called back to order a new digital SLR took a new percent off an already great price and sent me exactly what I wanted. Brand new NIB in three days. Clearly factory fresh and USA warr. Nikon D300/18-200 outfit

I ordered a bargain lens from them, and couldn't be more impressed with the condition of the lens and the quality of their customer service. I spoke with Ken over there and he patiently explained how they work and showed me my man options. Absolutely terrific and I hope to be a customer of their's for a long time!