KEHReviews 22,195

The lens I bought was great. Ordering was easy. However, supports response to a simple missed delivery was abysmal!

It took 3 days past my delivery date to get my product. I attribute this to the complete lack of leadership by Customer Service Lead, S. Grieco.

Despite being home, the original delivery was missed. No worries. A hold is an easy thing. I called FedEx, they refused a customer initiated hold citing frequent theft of packages resulting in a restriction being placed on the KEH account requiring KEH ask for the hold. I called KEH within half an hour of the missed delivery, no answer. Left upset voicemail. Repeat the process 4 times. The fourth call picked up and said they were placing a hold. Called FedEx to confirm, no hold placed. Exchanged a few calls and emails. We concluded I would not be getting my lens that day and I'd have to go to a local store to get it the next day.

Showed up at the FedEx store. The assistant manager was completely unaware of any hold on the package and confirmed it wasn't at his location. Called KEH to find out what's up. Got a regular support rep that was really nice, but ultimately powerless to do anything beyond put a note on the FedEx coordinators desk.

Next morning, no call from anyone to let me know the plan on how to get my lens. I had to call. KEH did some work in the background and said they held the package at the distribution center and it would be ready for pickup. Drove to the distribution center after work. Waited in a lobby filled with alarms and flashing lights FOR THREE hours. The worst case scenario for someone on the autism spectrum. I was sitting there for three hours in the flashing lights and alarms bells listening to the security guards laugh at a woman with back pain crying because FedEx lost her bed and she would have to sleep on the floor for another week and commenting about white people being stupid. And worse than all that, I missed out on 3 hours with my son that I only see on weekends while FedEx looked through their entire sort line for a package that was already in a Managers office.

And all the customer service lead could say was sorry. They didn't even offer any sort of perk or compensation till I asked for something on the 2nd day. By time I got the lens, the offered 10%. That's insulting! 10% is an oops or a mild inconvenience. Making an autistic person wait 3 days and then sit in a room that meets the legal definition of cruel and unusual punishment for three hours straight isn't a 10% oops category. The US military uses loud noise and lights as a tool in torture and influence on the battlefield. That's insulting!

I gave the customer service lead an opportunity to reexamin what his customer went through. He came back with an additional 10% on a future purchases, but I had to jump through hoops to get it.

3 days of me driving the support process with the customer service lead asking me what I'd like to do. I'd like to have KEH step up and get things handled.

This is hands down the worst showing of any online retailer supporting their customer I have ever seen.

I will NOT be ordering from KEH again. You can take that 10% and spend it on training for the customer service lead.