Focus Camera - Magento

The purchase process was great. The order arrived incomplete and the follow-up was poor. The lens that was supposed to come with the 2000 dollar purchase I made was not with the initial order. When I finally called, Focus found the lens was not packed with the bundle order and told me they would ship one to me.. I called again and I was told by customer service that I would receive the lens via ground shipment. Now I have to wait a week for delivery. I thought that after the problem occurred on the Focus end they would at lease overnight the lens as the camera I ordered will not function without it.

Very fast shipping and customer service response.

I ordered a Sony MHCECL99BT 700W Shelf System on 8/16/16 as a birthday gift for my son. It arrived on 8/18/16 ahead of schedule so that was very positive. We took the gift to our son who is in college the next week. The subwoofer did not work. I was hoping there was a setting or something that needed to be activated. I called Sony and they weren't able to help. I called Focus on 8/29/16 to begin the process of the return. I had to call back on 8/30/16 to receive the shipping label. Then I received 2 (the original one and the one as a result of my call). The defective Sony was returned to Focus Camera along with the instructions to send me another one. I spoke to several of your representatives during this process to make sure you received the product back and would be sending me another one. I was told that would happen. On 9/6/16 (12:03 PM Eastern Time) I received an email notice from Walmart that they were refunding my money. I immediately called Focus camera and said I didn't want that, I wanted a replacement Sony. I was told the order would be shipped out later that day. I received another email notice from Walmart on 9/6/16 (5:03 PM eastern time) that my order was being shipped and I was given a UPS tracking number. On the morning of 9/7/16, I logged into the UPS website to see the status of my order. To my surprise I see where the order arrived in Bethlehem PA and Focus requested the package be returned to them/you. I called Focus Camera again and spoke to Darnell. He checked and said a mistake had been made and the returns department requested the packaged be sent back to them in error. You gave me detailed instructions on how to send the defective product back and detailed instructions on how to ask for an new one which I did. I never asked for a refund so I'm not sure why one was processed for me. Darnell had to get my credit card information and process my request as a new purchase so I would received the new Sony by 9/9/16. The whole process of the return was inconvenient and mistakes on your part resulted in numerous calls to your customer service department. Darnell was helpful and I received the new Sony (that works) on 9/9/16. If I'd known I was working with a third party I would not have ordered since I thought if the product was defective I could take it back to Walmart. Unfortunately this wasn't the case.

Communication with the seller was very slow and my camera bag smells like cigarette smoke.

Did not receive the full order and had to contact them. Customer Service was nice enough but disappointed that they did not get it right the first time.