KEHReviews 22,182

Worst online shopping experience in my entire life - that cost me 90 dollars. International buyers beware. I bought a camera and lens from Keh and chose International Priority Shipping. I'm in Europe, so I know that a package from the USA always has the chance to be selected to be checked in customs when it arrives in my country. But normally that's it - a chance, a 50/50 possibility. You cross your fingers and hope the authorities don't choose yout package, because if they do, you'll have to pay a lot money in fees.
Now, Keh Camera conveniently forgot to mention that in the shipping method I'd selected - or maybe in all international shipping methods - the carrier they choose to ship through, Fedex, ALWAYS puts packages through customs, voluntarily. So, it's not a possibility - like in most cases - it's a GUARANTEE that the customer will have to pay a very substantial amount in addition to the products from Keh. I paid 90 dollars in customs fees alone. I would not have made this purchase if I knew beforehand about this very relevant extra amount. When I emailed Keh about this, they said it was my fault, because "the assumption is that the customer would research these (sic) cost". What an irresponsible way to do business. No, I never had to go and look to see if I'm going to incurr in extravagant extra costs. The shops I buy from have always given me the relevant information on shipping.They also said that any fee "is an understood possible cost whenever doing business internationally" - except it wasn't a "POSSIBLE FEE". It was a MANDATORY, UNESCAPABLE FEE and you DIDN'T WARN ME ABOUT IT BEFORE I SENT YOU THE MONEY. They refused to refund me for the customs fee money.
Whenever buying online, you have to assume you can trust the retailer. Keh have proven themselves to not care whether the customer will have to pay 90 more dollars due to policies of their chosen shipping company. They chose to not include a simple line or paragraph about this in the order completion page.
Buying experiences online must be informative and not hide crucial information from customers. You can't just say customs fees are possible when in fact they are a guarantee in some cases. They made a mistake, lied, and refused to admit. I would never fail to inform my customers of such additional costs.
This is an extremely UNPROFESSIONAL, DISHONEST work ethic and I will NEVER BUY FROM YOU AGAIN.

P.S: My camera's self timer doesn't work, and Keh didn't include that in the notes section. But what can I do, right? I mean, they refuse to pay the customs fees, and I'm can't return it without a 90 dollar loss, can I?
AVOID THEM.