ComplaintsforBorrowLenses.com
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Complaint Details
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Initial Complaint
08/28/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Purchased a ********* Camera on Wednesday, Jan 18 2023order # ********.Find out the sensor had laser damage (tiny pink dots on all pictures). It was showing on certain color of backgrounds and has to zoom in 100% to see those, so I missed it during the 3 day inspection period with this hidden issue. And now it's too late to return or do anything.Called in and asked for proof of their internal test/inspection and grading before shipping. **** told me there was no documentation on test/inspection what so ever.Overall ****** learned, you have to assume there's no inspection on all gears, and no proper grading at all, buy it at your own risk.Initial Complaint
07/28/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Seller shipped out my item and *** marked as delivered and it seems like *** delivered to the wrong house based on pictures. This camera rental was very important because I have a client that wanted very high quality photos taken this weekend and now I am disappointing my client and I have no camera. The lady on the phone refused to give me a replacement to meet my needs for the weekend and insinuated that I was lying. Very frustrating and unprofessional.Initial Complaint
06/01/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
BorrowLenses charged me for a rental when they couldnt even get my order on time. Order was supposed to arrive today and wont arrive til tomorrow. This is crucial as I run a business and depended on this order and not fair. I need a refund.Initial Complaint
04/18/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I ordered a rental camera and photography equipment on Friday, April 14th 2023 from Borrowlenses.com. I received a secondary email with a link over the weekend stated more verification about me was required in which I complied. On Monday, April 17th I called Borrowlenses and I spoke with ******* the supervisor who informed me my account was in "review" and that they would contact me if anything else was needed, I asked if a deposit was needed at the time and ******* said your account is just under review so no deposit. Shortly after they charged me for the full amount of the rental. On Tuesday, April 18th I received a phone call from ******. She claimed that she was doing a follow up and needed further verification. She sent another email and I got it right away. While reading the email I responded verbally about being a professional photographer and was told that I would need to place a $1500 deposit. I informed ****** that I just placed the order, and that I do have a professional photographer who will be using the equipment and that I just placed the order for the group as I am just a director and would not be actually utilizing the equipment, and I then asked her if he had placed the order would a deposit be needed and she replied yes. I requested a full refund, her supervisor and companies controlling officer. I was told that my refund was complete, my order was cancelled and then placed on hold until the call was disconnected. I then received a call back from ******************* whom I explained the situation and he informed me if I responded with an email from our conversation no deposit would've been needed. The contradictions from one employee to another made the experience frustrating. I asked if the photographer places the order would we still be able to get the equipment on the dates we need them. He replied he would not be able to guarantee this. Too many conflicting and unclear answers after taking money from my account. I'm still waiting on my refund.Initial Complaint
06/30/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
I rented several items from BorrowLenses.com that were set to be delivered on June 2, 2022. The day that the items shipped, May 28, 2022, I received an email from customer service saying that two items were not able to be shipped to be due to damage (a camera and a battery) and said they would be removed from the order. I was still charged for these items. I have not been refunded for the items that were not delivered to me and despite numerous emails, calls and reach outs on social media I haven't gotten a single response. All I want is the refund I am due for items that were never even shipped to me.Initial Complaint
06/23/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased a used camera from BorrowLenses on May 3, 2022 at 9:58 AM (Order ********) for a total of $1,317.77. When the camera arrived, it was in much worse condition than I expected, so I immediately inquired about returning it, which they said I was welcome to do as long as I sent it and kept a receipt of my tracking number from the post office. I sent the camera back and the tracking confirmed it was delivered the following Tuesday back to their warehouse. I keep calling the company to inquire about getting my refund back as it has been almost two months, but I keep getting put on infinite hold I'm starting to feel like they are avoiding taking my call specifically. I once accidentally got put through to a recovery unit person who hung up on me when I asked to speak to someone from the customer service team. I've also sent multiple emails to their customer service team begging for someone to reach out to me with no reply. (Funny that they responded immediately when I originally inquired about sending the camera back). I would even be okay if they just didn't want to accept the return and gave the camera back to me at this point (although honestly I would much prefer a full return and never work with this company again). I would love for you guys to help me get my refund! Any help would be so appreciated. I'm attaching my original order information and my receipt for my send back purchase at the post office.Customer response
07/14/2022
I did want to let you know that my refund was eventually issued by BorrowLenses. By contacting them through their instagram page (of all places, I guess a little public humiliation gets the job done), I was finally able to get in touch with someone to help. So although they did not respond through my complaint to you, they did eventually resolve it separately. Just wanted to let you know!
I really appreciate all your help!
****
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Customer Complaints Summary
6 total complaints in the last 3 years.
0 complaints closed in the last 12 months.