"I have used RRS products extensively for the last 10 years. Their products are excellent. The online sales communication is spotty and on my most recent order was poor. I also had an absolutely horrible experience where their CFO accused me of using a fraudulent card. Just downright rude, arrogant and unprofessional. No apology given. Their member login facility was also not working properly. They have just lost a customer. "
"I've been disappointed with their customer service and international shipping costs.
I bought a Panorama package, expecting it to contain everything I needed to start shooting panoramas (from the name "package" and also the instructions on the website). But when it arrived there was no way to attach it to my tripod!
I paid $70 shipping to Australia (more than similar vendors charge).
An additional small bracket was required, weighing 3oz. Their quoted shipping costs ranged from $30 for US Postal (2-6 weeks) to $67 for UPS. I suggested that they send this to me without charging shipping or at a much cheaper rate via US Postal (e.g. put it in an envelope and mail it) but despite 2 requests and polite feedback they refused and were less responsive than I'd expect. "
"I recently placed two separate orders with Really Right Stuff (two different days). On both orders, within an hour of placing my online order I received an email informing me that my order had already been shipped. Fast shipping, fast delivery, great service.
The products are of the highest quality. Pricy - but well designed, finely machined, attractive, and excellent quality. I will be buying from them again."
"I wanted to order their TVC-33 tripod, so I emailed them to ask how long the back order would take, it was like getting blood out of a stone, to get accurate information. First I was told I was number something in the list and that my order would be shipped by such a date, then I hear nothing so I email them again to enquire about the delay, told some other time with "not our fault" only to have that date come and go with no update of expected time.
I know their products are exceptional in quality but their customer service has a lot to learn and to make up on. Communication is a key element to a shoppers experience and on this occation they have failed horribly.
They should put on their website a estimate time frame to clear back orders so people know where they stand.
When you trust them with a 1000 bucks I think you are entitled to be informed of any delays in a timely manner."
"I didn't know which clamp to buy for my Sun Sniper strap and L-Bracket. I sent an email to the RRS customer service and didn't expect to receive a response for a couple of days. Within minutes, Casey gave me the information I really needed and saved me from ordering the wrong clamp. Thanks RRS!"
"I recently purchased a Wedding Pro flash bracket, L Bracket for my D700 and the SC-29 adapter. After completing the order I read on the shipping page that the order may not ship if all items are not available. RRS was not open yet, so I waited until my lunch break to call them. The customer service representative I spoke with informed me that my order was already fulfilled and on the dock for shipping that day. Sure enough I received an confirmation that my order had shipped that evening and it arrived 2 days later. I would readily purchase from RRS again."
"I found this firm very easy to deal with. Placed my first order with them and received the product very promptly and well packaged. The condition of the items was excellent. Their customer service is great and they handle returns without hassles."
"On June 4th 2008 I placed an order for 1,078 USD. They e-mailed me that "... some of the items on my list needs to be back ordered...."
Therefore I informed them that my order was TIME SENSITIVE and therefore was to be cancelled unless it was shipped by 12 June.
No reply to my message.
When the shipping arrived 3 out of 5 of the items received turned out to be not new but refurbished or used or demo.
(This is very clearly visible in pictures that I am prepared to attach).
I tried to agree with them the return of the items for refund (and even e-mailed them detailed pictures of these items).
They did not reply to my messages.
I guess that this is self expalnatory of their attitude and therefore no further comments are needed.
If you really must, be very careful in dealing with them.
Robert"
"Placed order from L-Bracket for Nikon D300 on 4/18 with UPS ground shipment. The ordered was shipped that same day and arrived on 4/24. As usual, the quality was excellent. I have multiple body and lens plates for my Arca B1 ball head and have never been disapointed by the quality or service from Really Right Stuff. "
"RRS makes very high quality accessories for pro photographers. I ordered an L-Plate for a Nikon D3, and a BH-55 LR ballhead (with a quick release clamp). I already knew from the forums that the L-Plate would take a while to arrive, given the high demand for the newly released D3 and its accessories. The RRS website has no indication of stock status though, and I didn't know how long the wait would be until I got a shipment notification a month later. These guys are also known to be great to deal with over the phone, but they don't answer e-mails consistently. If you have a question, you need to call them. If you care how fast your stuff will arrive, you have to call them.
If you understand how to communicate with them, you will likely be quite satisfied with your purchase. I highly recommend them and am very, very satisfied with the L-plate and ballhead I got from them.
If you read the photography forums, you'll find lots and lots of serious photographers that wouldn't go anywhere without their RRS gear. I now know why."
"Excellent service; prompt shipment. Top quality products."