Henry's Camera — Local services in Oakville

In Febraury of 2017, I purchased a Canon EOS 70d from another Henry's location (the Oakville location had not yet opened). I had spent $180 extra for their HELP extended warranty because Canon's warranty is only one year and I wanted coverage if there were any problems with the camera after one year. I turns out that the camera had many problems, which appeared a few months after my purchase. I don't want to go into too much detail about the camera's problems, but they were mostly related to the buttons not working proerly. The problems could be sporadic, disappearing and reappearing constantly. I sent the camera to Canon for repairs nine months after purchase and when I got it back three weeks later, the buttons were working well again. However, within a month, I noticed a number of new problems related to the camera's buttons. I brought it to Canon again, and it was repaired and sent back to me. Once more, the camera worked well at first. However, in May of this year, the issues with the buttons returned and the camera became mostly unusable. Now that the warranty with Canon had expired, I brought the camera to the Henry's in Oakville and explained the problems I had been having. I showed one of the employees videos I had taken to document the problems because they tended to resolve themselves in a couple of days only to appear again the next time I used the camera. I needed him to know that the problems were real and making it impossible for me to use what was essentially a new camera. I also brought the documentation of the repairs made by Canon to the same buttons that were malfunctioning once again. The employee was extremely courteous and sympathetic to my problems. He listened intently and took detailed notes to semd to Canon. He explained that once he heard back from Canon that there was indeed an issue, Henry's would replace my camera under their "Lemon" guarantee. All I really wanted was for my 70d to work properly, but since that seemed impssible, having it replaced with a new camera was the next best option. I expected it to take weeks for Canon to examine the camera, tell Henry's what they thought, and then go through a complex approval process before I could have my camera replaced. Instead, I got an email two days after bringing my camera to Henry's that stared Canon had found that repairing the camera was not economically feasible and that I could come to the store to get a new camera any time. About an hour later, I received a call from the employee who had worked with me telling me of the good news and asking me to come by the store at my convenience to get a new camera. In the end, I got a brand-new EOS 80d and a new HELP warranty for that camera. I paid .85 cents to make up for the price difference, I wanted to share this story with those considering the purchase of a camera at Henry's. First, pay for the HELP warranty! It's worth it. Second - and perhaps more importantly - trust that Henry's will honor their commitment, provide excellent customer service and do everything they can to satisfy their customers. I know that a lot of camera buyers are turning to Amazon for their cheaper prices on some items, but Amazon does not offer the kind of customer serivce and support that Henry's does. If I had bought my 70d through Amazon, I would be stuck with a camera that didn't work and forced to buy a new one. I have learned that patronizing a local business like Henry's over Amazon is worth the extra money because the support they offer their customers could never be replicated througb a website. All-in-all, I am giving Henry's a 5-stsr rating because, despite the problems with the 70d, they honored their commitment, replaced my camera with a newer model, and showed sympathy and understanding that translated to them working hard to ensure Canon understood exactly which problems I was facing and ensuring the expedited review of my camera that led to their conclusion that it was not economically feasible to repair. Highly recommended....

Was in the store Tuesday June 10 and had a most horrible experience with one of the female sales associates - I say sales associate because "customer service representative" is definitely not appropriate for this woman. I've been "helped" by her before and had the same experience, so I doubt it was coincidence that she was having another off day. I came into the store to return a defective item, and there were two women standing there chatting - I was not greeted when I came in and they made no effort to see if I needed any help - I had to approached them and interrupt their conversation (there were no customers in the store). Then one of them decided to acknowledge my presence and proceeded to tell me that the item that was broken was "not their problem, you broke it, not us". I have spent THOUSANDS of dollars at this store and have never returned anything, so when I come in with a product that literally broke the first time I tried to use it, that is not the response to offer. I pretty much said that, she made a phone call, and whoever was on the phone told her to take the return (which I exchanged btw for a more expensive item and paid the difference).

This sort of "service" seems to be a bit of a theme in reading the reviews, and as much as I am a loyal Henry's customer, I will really think twice about coming back to Oakville because of this woman's attitude. Perhaps she's family and cannot be reprimanded, but if I owned the store, I'd make sure she knows her attitude...

Update . after my previous review Jason, the Store Assistant Manager was quick to help me rectify the situation. He was genuinely apologetic and assured me that this is by no means an accurate representation of what his store is. I revisited the store and it was the Henry's I've come to love . Tom was helpful in getting me set up with what I needed . I will come again.

Wow. Not what I was expecting from a henry's. I'm a long time supporter of henry's. But first impressions matter and mine at this location was horrible. I legitimately am in need of some extensive gear. I would have bought but I did have one question. I was trying to figure it out on my own but could not. There were at least three staff present in the store ( two not dealing with a current sale/customer). There was possibly one.or two.other customers in the store while I was there. my existence wasn't even acknowledged. Not one staff even made eye contact with me. I was going back and forth between items for about ten minutes and no staff found it reasonable to ask me if I needed assistance. I suppose this location has a different business strategy from others. I will go back to another location where I feel valued.

I wouldn't recommend this location if you value...