Focus Camera - Magento

Your customer service sucks. They represent your company to your customers and they don't do it well. I will never shop with your company again.

received wrong ones. called about and the girl never called me back to get right ones made a second call and found out they weren't available any way.girl I talked mto waws supposed mto msend me return lable but didn't.

I ordered a stainless steel Santoku knife, I received instead a green one. To correct your error, you sent me another ... green knife!!! Strange!

They left a pending charge on my cc for about a week after charge was credited. Hate it when company uses my cc as a scratch pad.

I thought I was safe. I found this seller through ebay. They had a ton of sales and a 99.2% positive feedback rating. I phoned in an order for a refurbished laptop and extended warranty on 1/27. I believe the person I ordered the laptop from name was Ken. He was phenomenal. He was helpful and knowledgeable, taking the time to help me make a decision between models. I ordered over the phone because I needed expedited shipping. Ken sent it out 2-day shipping for me. A laptop was received 1/31. It was the right box for the computer I ordered, but the wrong laptop was inside. I called immediately. I was not happy, but was willing to work with customer service to get it ironed out. Within 5 minutes of the conversation, Nicole D. started speaking over the top of me, wanting to know how the wrong laptop wound up in the correct box. Oddly enough, I called customer service to ask that same question, not have it thrown back at me like an accusation and I told her as much. She was outright rude. When I got upset because I didn't like being spoken over the top of and being condescended to - when *I* was the one who received the wrong item, but I sent them the right money!- she was rude, dismissive, and told me to take a pictures of everything and send them in. I used "reply" to send the e-mails containing pictures (csfocusamazon@focuscamera.com is where the customer service e-mails came from). I called two days later (2/1) after hearing nothing and got told I needed to send the e-mails. When I told Nicole D. (again) that I had, she told me I had not, that there was nothing she could do until she got them, and that was that. I forwarded the e-mails I had sent two days prior, but instead of using the reply function, I used cs@focuscamera.com. This time, I received an auto-response verifying receipt. I called 2/3 to follow up. After another run-around, I was sent an RMA shipping label a couple of hours after the call. I sent it out that same day and added copies of everything (invoices, etc). It was delivered 2/9. - Thank you for the slow shipping label. I asked for expedited shipping for the laptop in the first place because I needed it as fast as I could get it. It was just another delay and another example of poor customer service prioritization after the company screwed up. I called this morning 2/18 because I had heard absolutely nothing. First I was told "this doesn't happen often." Then I was told "3-5 business days to process shipments". I reminded the person I spoke with that it's been 7 business days since delivery and asked when I could expect an update. He told me he didn't know. He blamed HP several times, rather than taking any level of responsibility. I didn't buy it from HP. I bought it from Focus Camera. I told him I'd call back Monday to follow up again. When we finished talking, I sent another e-mail to csfocus@focuscamera.com to ensure I had a record of contact. Within an hour or two of the call/e-mail, I received an e-mail saying I had been refunded and a notification from PayPal that I had received a *partial refund*. Sure enough, Focus Camera refunded the price of the laptop, but didn't refund the price of the warranty the sold me for a computer they never shipped me. Focus Camera- as of this writing - still owes me $99.99. I e-mailed a copy of the PayPal invoice for the refund showing the $99.99 discrepancy to cs@focuscamera.com about two hours after they closed (3pm CST). I will wait until Tuesday before I file with PayPal for the balance. No apology. No other communication. Just a partial refund sent via e-mail 22 calendar days after sending them my money. Not even the refund process was done thoroughly. It has been a sub par and substandard experience from shipping to now. Never. Ever. Again.