Reading mode: Light Dark

J&R Warning

Go to last post
F

fabgo

Senior Member
Messages
1,300
Reaction score
14
Location
San Francisco, CA, US
A note of caution about J&R. I think this store has very poor customer service and a very poor return policy. I returned a Nikon 35mm f/1.4 lens that I tested and deem defective. J&R tests the lens and claims it is good, and decides to deduct 15% from my refund (over $240 - not small change). I ask them to send the lens back instead (I will send it in to Nikon for evaluation/repair). Given that we obviously disagree on the quality of this lens I think that would have been a fair solution. But J&R refused.

They claim I have a high return rate and the manager accuses me of being dishonest and does not want my future business!

I previously returned a Panasonic GX1 kit which included the 14-42 X pancake zoom lens. I tested it and was having lots of issues with lens blur. This is a well known problem with this lens, written about extensively on this forum. In this case I even phoned Panasonic support and they asked me to return the product!

I also returned a Panasonic 25mm that was having very clear decentering issues, that I posted about previously. I admit I do test camera equipment carefully to make sure it is in working order. But I think that is fair. I have been burned in the past by buying lenses that later turn out to be defective and require expensive repairs.

I think in this case I have just been unlucky in the products that I have received, but to be branded as dishonest by J&R is way out of line.

--
Fabian
 
If it walks like a duck and quacks like a duck......Good for J & R. The customer isn't always right.
 
Good to know. I would stick with B&H. In my experience, they have always been great! Isn't J&R an 'electronics' store anyway?
 
Hate to say it but they are right about that being a high return rate. If you're returning everything outright rather than exchanging it for the same item then their reaction isn't all that surprising. There are plenty of people these days that "buy" cameras/lenses for vacations and then return them. That 15% restocking fee is to make up for them now having to sell the items as "open box" rather than new, which is what they have to do if they check the lens as don't find anything obviously wrong with it. Checking for decentering isn't likely to be a test they do. A lot of stores will eventually put frequent returners like on a no sell list completely since it costs them more to sell to you than they make off of what you buy.
 
How many lenses have you purchased from J&R? If the answer is THREE, then I can't say I blame them.

You can dispute it with your credit card. Whatever the outcome, I suggest buying lenses from a dealer where you can test it on your camera first.

--

Give a man a match, and he'll be warm for a minute, but set him on fire, and he'll be warm for the rest of his life.
 
Sorry to say that you do seem too picky in this case. Some customers are just not worth satisfying since they will just go on and on no matter what.

I dont mean to push you down in any way, I just say that from the retailers point of view, maybe you are not exactly what they need to put effort into if you just return most of your purchases anyway...

--
Best Regards

Marcus

http://www.flickr.com/photos/marcusaxlund/
 
Amazon will eventually do the same thing if you return too many items and keep too few.
 
I'm stilll waiting for my silver OM-D 12-50 kit from J&R. I received my Pana 25mm, FL-300R & 600R flashes, and a Domke camera bag, all in good order from J&R. I like the Discovercard 5% cashback I receive. They say to allow up to 8 weeks for the cashback but all postings have been very prompt.

I am careful to order only items I am sure I want to keep before placing my online orders. When my E-P3 was defective out of the box, I went to Olympus warranty for repair.
--
E-620 & E-30 DSLRs, E-PL2 & E-P3, Canon S95 & SD4000 P&S
 
What their return policy says? They have the right to follow it You have the right to ask them respect it.

I used to buy from Prodigital2000 a lot and were happy with them. Once I purchased a lens and soon I regretted. I decided to return the lens before opening it, and went to their website to see how it worked. I realized they did not give refund, only change. They might waive that as the item was not even opened and I was a loyal customer. However, I even didn't bother contacting them. It was my fault not reading the policy, and I had to pay for it.

-+-+-+-
Farhad
 
J&R's are not very reputable,they advertise one thing then send something different. I contacted NY BB a year ago with regards to a purchase. JR's agreed to send the right product via dispute resolution with the BB. They sent nothing! and since I agreed to the resolution the BB closed my case. They Stink!!!
 
cmorse said:
Hate to say it but they are right about that being a high return rate. If you're returning everything outright rather than exchanging it for the same item then their reaction isn't all that surprising. There are plenty of people these days that "buy" cameras/lenses for vacations and then return them. That 15% restocking fee is to make up for them now having to sell the items as "open box" rather than new, which is what they have to do if they check the lens as don't find anything obviously wrong with it. Checking for decentering isn't likely to be a test they do. A lot of stores will eventually put frequent returners like on a no sell list completely since it costs them more to sell to you than they make off of what you buy.
Click to expand...
I don't have any problem with being put on a no-sell list. I have a problem with them not accepting my offer of returning the lens back to me. That sounds like a win-win to me.

Also, it's hard to exchange items like the Panasonic 25mm and the Nikon 35mm f/1.4 when they are chronically out of stock.

--
Fabian
 
MrScorpio said:
Sorry to say that you do seem too picky in this case. Some customers are just not worth satisfying since they will just go on and on no matter what.

I dont mean to push you down in any way, I just say that from the retailers point of view, maybe you are not exactly what they need to put effort into if you just return most of your purchases anyway...
Click to expand...
Agreed, Marcus. I don't have a problem with them not wanting me as a customer, although I will say both me and them have just been unlucky. I intended to keep every item I bought (otherwise why would I buy them?).

What I do have a problem with is charging me a 15% restocking fee for a lens they decide is good (how do these guys test anyway?), while refusing my offer to take the lens back. I don't see why they wouldn't do that as it should be a win-win situation for then.

--
Fabian
 
Electronic items, not camera. Never had any issue...but then I didn't return anything either.
--
-bokehmokehshmokeh-
 
If the goods were faulty and you returned - talk to your CC company. They will sort it out. J&R don't want a 'high return' rate with the cc companies.
 
fabgo said:
MrScorpio said:
Sorry to say that you do seem too picky in this case. Some customers are just not worth satisfying since they will just go on and on no matter what.

I dont mean to push you down in any way, I just say that from the retailers point of view, maybe you are not exactly what they need to put effort into if you just return most of your purchases anyway...
Click to expand...
Agreed, Marcus. I don't have a problem with them not wanting me as a customer, although I will say both me and them have just been unlucky. I intended to keep every item I bought (otherwise why would I buy them?).

What I do have a problem with is charging me a 15% restocking fee for a lens they decide is good (how do these guys test anyway?), while refusing my offer to take the lens back. I don't see why they wouldn't do that as it should be a win-win situation for then.

--
Fabian
Click to expand...
You should have just taken it back from them then get an RMA from the lens manufacturer and have them repair/fix it, it's simple as that.

That 15% saved this work but they can only sell it now as an open box item so we have equilibrium - you don't have to worry about it anymore, they won't lose money on it.

No offense but I don't see how it's J&R's fault...--

http://instagr.am/p/JvSMWFBYyl
(Now you cannot say I don't have a single pic! :P)
 
You should post the serial numbers to these lenses. If J&R says nothing is wrong and you say there is, J&R will most certainly sell the same exact lenses you returned as new. Why not, nothing wrong per J&R. If you document serial number and someone else buys the same thing and there is the same issue then you have something.
 
Who's to say this guy is correct in his analysis? At this point, I trust JR a whole lot more than I to fabgo!!

This whole thing seems fishy, if not being just plain lame to the point he deserves to lose $240. Why did he return the previous camera & lenses rather than EXCHANGE them for new ones? Why wouldn't he CALL & speak to someone...getting a Return Authorization Number (as EVERY etailer I've ever dealt with has offered/demanded)...BEFORE sending the Pany/Leica back.

Had he done that, he'd have known that he would be stuck with the restock fee. But we're supposed to believe he just stuck it in a box & sent it back with a note or something? Who on earth would do that on such an $$ transaction?

Why would he keep going back to a place he'd had such bad luck with, there are DOZENS of vendors selling the same stuff at the exact same prices, no/tax & free/ship?

Sorry, I'm totally on JRs side here...I would do the EXACT same things they're doing (cut him off & charge a restock).
ryan2007 said:
You should post the serial numbers to these lenses. If J&R says nothing is wrong and you say there is, J&R will most certainly sell the same exact lenses you returned as new. Why not, nothing wrong per J&R. If you document serial number and someone else buys the same thing and there is the same issue then you have something.
Click to expand...
 
You must log in or register to reply here.

Keyboard shortcuts

f
Forum
m
My threads
Mobile site
About
Editorial content
Cameras & Lenses
Community
All content, design, and layout are Copyright © 1998–2025 Digital Photography Review All Rights Reserved.
Reproduction in whole or part in any form or medium without specific written permission is prohibited.
When you use DPReview links to buy products, the site may earn a commission.
©GPS Media - Guides, Products, Services.
Back
Top