Frederikssund Foto Reviews 470

Reply from Frederikssund Foto

Feb 26, 2024

Kunden informerede os om en ridse på objektivfatningen ved modtagelse og anklagede os for at sælge et brugt produkt som nyt. Kunden nægtede at sende varen tilbage med en gratis returlabel til enten en refusion eller ombytning og forventede økonomisk kompensation for ikke at lave denne anmeldelse.

The customer informed us of a scratch on the lens mount and accused us of selling a used item as new. The customer refused to send the item back with a free return label for either a refund or exchange and expected financial compensation, for not leaving this very review.

Longer version of events:

When a lens gets sold, an employee inspects the lens and the box for its contents and makes sure the serial numbers match.

It is not possible for the product to have been used. However, it is possible that the lens has been tried on in our store.

Just like when you visit a shoe store, you can try on the shoes to see if they are to your liking.

We received a complaint about the condition of the product with the accusation of selling a second-hand product as new. We could see a scratch on the mount from the attached picture and we gave the customer the benefit of the doubt and informed the customer of their right to return the product.

This was not accepted.

In our terms, we clarify the customers right to reasonably inspect and try a product purchased online and return it for a full refund, which is protected by law. We had no reason to suspect the customer had tried the lens beyond their right, as they informed us immediately of the scratch on the mount.

The customer told us they would be satisfied with a partial refund of 900 kr., so the hassle of a return could be avoided, and made it clear that if they were not satisfied, we would receive this very review.
We found this suspicious.

That was not acceptable to us, so we sent a return label, since we felt that was reasonable course of action when there is an issue with the item.

This was still not accepted, and we were told they were open to “exploring alternative compensations”. This further raised our suspicions.

As a last resort to resolve the issue, we offered to exchange it for another lens of the same model, which was not accepted.

Afterwards we called the customer to try and better understand the situation. This did not calm our suspicions at all.

When neither a return nor exchange is accepted, and based on the following phone conversation, we can only believe this might not be about the product at all.

Ole
Frederikssund Foto