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# 27 for April 30, 2002

Next Complaint




Complaint Repair received the following consumer message on April 29, 2002:

From: Kevin [kevg3@yahoo.com]

RE: Express Cameras - ridiculous customer service - canceled order for digital camera Canon S-30

I recently ordered an item from Express Cameras, the digital camera Canon S-30. I canceled the order, and must say I am utterly disgusted with the customer service.

Not only did the phone reps consistently tell me the product was back-ordered for weeks, every week that I called the back-log time was pushed back even further. A product that on the site
(http://www.expresscameras.com) was supposed to be available in 24 hours left me hanging for more than 3 weeks, and it still wasn't to be shipped for 2 more weeks!

I finally canceled the order, but only with great difficulty. Initially, they didn't cancel my order the first two times I called, even going so far as to give me a false confirmation code. When I asked for written or email verification of the cancellation, I was told 3 distinct times that it would be sent "in the next few minutes." After each time, I never received the cancellation.

Finally, I literally yelled at a phone rep from your company and stayed on the phone until I received the cancellation confirmation, but only with great difficulty. Not only did the rep lie and tell me his manager was not available (and then change his mind), he also had an incredibly negative and derogatory attitude.

3 blatant disturbances:

1) False advertising-telling customers that products are available when they really aren't.
2) Lying workers-falsely telling me my order was canceled when the order status link still showed an active order
3) Misleading the consumer-telling me that the product was backlogged several times, then giving me the option to receive the product faster if I ordered additional services and products.

Kevin Gao

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