KEHReviews 22,195

My order this time got crossed with another person; this was between KEH and their outsourced company that handles on-line transactions.

After a week, i called to follow up and the person helping me was unapologetic in telling me to check my spam folder. It turned out that he had sent me an email 3 days prior in which (because of their mix up) it says that i must pay by wire transfer since i'm new (!?).

During the phone call, the rep continued to tell me this and i had to explain that neither the email address nor the amount of purchase was correct; finally, he acknowledged that an error had taken place on their end and he indicated he would fix it. Not once saying anything like 'sorry for the delay' and when they did ship, they stuck to the same speed shipping so it got pushed out a week and i'm still waiting for it to arrive.

At no time was he relaxed or friendly; it felt cold and sterile; if it was me, i'd at least say 'sorry for the inconvenience' and offer to ship faster at KEH expense to reduce the delay.

Previously, my last transaction also had trouble. I sold some equipment to KEH and it took a month for them to process it. Again, no apologies or explanations. After i had left several emails and one phone call then the transaction got completed (deposit was made to my paypal). But even now it still indicates "processing" and not 'completed' if i log in to see my account. So it is not being maintained.

I hope they change and go back to being friendly and professional like they were in the past; from the customer perspective and perception it looks like KEH is in some state of decline.

Items received quickly- still testing but enjoying this far!
I really wish there were more details about specific items. For example, the lens i just ordered, had an earlier version, and a second revision after flaws were discovered with it. I'm really glad i came across that info before ordering the first one i clicked. I'm happy with the rating system and all the items, but I really believe the site needs to have more details and specifics about what is being sold, and have a neater layout for related / relevant items