KEH Camera — Local services in Smyrna

Wow, reading over the reviews I am not surprised, but angry that after many years of buying and selling to KEH, they have lost a long time customer! If you only read this line, buy from B and H, save your money and stress and do not purchased or sell anything with KEH! Here is my experience...First of all I'm a pro who has been doing this for over 40 years, I have a closet full of Panasonic cameras! I absolutely love them, great products! Been thinking a lot about getting something smaller since I'm getting older and not wanting to haul out my old Panasonic AF100A, still a great camera BTW, so I looked at the used Panasonic GH5 at KEH and B and H. B and H only had the GH5S for more, and I thought, I didn't really need the GH5S model and the KEH GH5 was about 250.00 less, knowing how awesome they have been in the past, I totally trusted that I would get a good working camera, especially since it was given the excellent ratings, boy was I wrong! First off the bat, the camera was far from being a 9! Scratches I can deal with, but the rubber grip had a pretty bad tear in it, that I was a bit concerned about, but I thought I'd deal with it knowing I saved money and still got a great camera, but there was so much more. First it was an after market lens cap that didn't fit well and when I pulled it off, I noticed the sensor was moving around, but I was told that was normal. Really? I spent the entire day going over the camera and all 3 dials had issues, like it had sand in it. The shutter button, aperture button and diopter felt like they had sand in it, they also jumped around when you were trying to dial in your shutter speed or aperture. Wait there's more! I didn't even get a the real Panasonic battery charger, it was some after market product that heated up so badly I was afraid to use it. I decided to send it back before I was stuck with it. Literally the very next day I got a return authorized and began the process. I waited, I waited, and waited. Finally I had to call after two weeks with no response. They were working on it I was told, they did say that they found nothing wrong with the camera and I would be charged a $25.00 restocking fee! OK, I can live with that, but then finally today, they charged me 37.40 out of my refund! When I called they said it was due to the camera not having any issues and if I was not happy with that, to call customer service. So I did. She just listened, didn't say a word, not we are sorry, we should be doing better, I was beginning to think there was no one on the other end. She offered to look into the $12.00 difference. I said, that's it? After all I told you that is the best you can do for me? A loyal customer who has been purchasing from you for years? We are going to dispute the $37.40 with our credit card and I'm posting this to warn everyone out there to stay clear of KEH! They have lost a long time customer and I will continue to purchase with the best company on planet earth, B and H! They understand customer service and would never treat someone like this, especially a long time repeat customer. The best part about this story, I did go back to B and H the same day I sent the GH5 back to KEH and purchased the GH5S! It came with all the same things you would get as if you had purchased it new. It looked brand new, even smelled brand new! I feel like Karma came back to me and I hope this bad Karma goes back to KEH for the way they have treated me and others. Customer loyalty is a powerful thing, I guess they don't...

Received LENS with missing accessories

2020-03-05 Update: I received my missing items and have reviewed them and all is right in the world again. The Lens Hood looks new as I would expect from a manufacturers refurbished lens. The shoulder strap for the lens bag fit and was new as well. The tripod ring is the correct one for the lens and appears new as well. So, although they shipped without those items in the box initially, they did make things right quickly after I contacted them. I will continue to order from them as I have been satisfied with the performance of the lenses I have purchased from KEH to date. Thanks Nate and all the other folks there that resolved the issue. Added an additional star.

2020-03-03 Update: I called today and the company has acknowledged the mistake and they have sent the missing items to me and apologized for the error. I will update again once they come in and I inspect. I do appreciate the fact that they did review the situation and are making it right. Added another star.

2020-03-02 Initial Review: The first purchase I made with the company I received what was advertised and was happy with my lens. I decided to get another lens from them and saw that they had a manufacturers refurbished lens at a fraction of the cost. I have a few other new lenses from this same manufacturer and like their product. However after purchasing from KEH and receiving it I noticed there were three things missing from the contents of the box and contacted them via online comment as the item arrived on a Sunday. The next day they called and asked me to call them but in their message they said because they received the item with missing items from the manufacturer, i would most likely have to send the lens back to KEH. Wait, the lens works fine. The missing items were the lens tripod mount, the lens hood and the shoulder strap for the lens bag. These were clearly on the invoice and paid for. Maybe it is just me, but this tells me nobody at KEH checked when the refurbished item came in from the manufacturer to verify that all items were in the box and then they did not check the contents of the box before shipping it out to me. To check the item from the manufacturer should be standard procedure as when you receive something from the manufacturer you want to make sure that everything is included and if not make a claim with the manufacturer immediately. It should also be standard procedure to check what you are shipping to the customer before you ship it. To have the customer have to tell you things are missing seems a little odd? That isn’t the customers fault but you say you will probably pass that on to the customer. I definitely called but they had closed for the day so i will be calling tomorrow morning. I have been dealing with many camera stores in the past and have never had them ask me to send the good equipment back for a few key pieces but that do not affect the performance of the item. Thats like getting a TV delivered and you discover the TV shipped to you without the remote. You call the store and they tell you to ship the TV back so they can ship it back to the manufacturer and then you wait for it to come back with a remote? In my case, the total cost of the missing items however is substantial. I will update this review once I talk to customer service tomorrow to see how they offer to...

I am very new to photography. I actually just bought my first real camera a couple weeks ago. I took photography classes in high school (35mm days) and have always loved it, but just picked it back up after nearly 30 years. Things have definitely changed!!! I only had a small kit lens with my new camera and quickly realized I needed something else. I found KEH online and placed an order. I received and email, from Nate, the following day informing me that the lens I ordered was not actually available due to an error in the system. I replied to Nate's email explaining that I am a newbie and asked if he had any recommendations for an alternative. He quickly replied with a short list of 3 lenses. Of the three, one of them caught my eye. I replied that I wanted this lens and the order was immediately processed. The very next day I received the lens via delivery. It was a very nice lens (to me). I opened the box to find a cocoon of bubble wrap. Inside was a KEH branded lens case that held the lens quite securely within a good amount of padding. I was very excited. I unpacked the lens and mounted it on my camera. Prepared a shot, went to focus in, and....nothing. My new lense would not autofocus. Apparently this is a problem with my camera and the lens (3rd party lens) that I was completely ignorant to. There are ways to remedy it, but I really wanted something easy and foolproof. In fact, until I searched for the specific problem online I had not heard of this being an issue. I looked at 20 or so reviews on this lens. I was very disappointed. I emailed Nate and told him what happened. Because I am pretty close to the warehouse, Nate suggested I come in with the lens, and my camera, to let them check it out. I thought it could definitely be user error. I went in to the store the following day. I was greeted by Andre who asked what he could help me with. Andre listened to my scenario and proceeded to test out the lens on my camera. He found that it was having an issue focusing with the autofocus. Apparently not a lens, or camera issue independently, but probably an issue with the combination of the two. Andre was able to find a replacement lens for me while I was in the store. I walked out with it and started taking shots in the parking lot. I appreciate the fact that even when a transaction like this doesn't go perfectly, the guys (and gals) at KEH Camera went above and beyond to make sure I was satisfied with my purchase. I also appreciate that they never once treated me like I didn't belong in the store (as a newbie) with real photographers. I have a feeling I will be spending thousands of dollars with them (since I have this expensive, but rewarding new "hobby"). It definitely makes it easier knowing the type of people I will be dealing...