Again it has been a while. I need to do better.
The short version of this post is that Willoughby’s Camera Emporium runs a scam online, to buy from reputable companies who don’t, and to buy from ones who are authorized dealers of the gear that you are planning on getting. The detailed version is below.
Main topic of this post is the practice of Bait and Switch. I was unaware that there were decent sized camera sellers out there that were still participating in this practice.
My Wife bought me a new camera for my birthday. First off it arrived late even though she paid for faster shipping so that it arrived on time. It arrived on a day that I was working a night shift so I didn’t open it which turned out to be a good thing. Jennifer told me where she bought it from and I looked them up (Willoughby’s Camera Emporium) during slow periods of my shift. The price seemed good, so I was happy she got a good deal. The next day I talked to her and found out that the price on the website was not what she paid.
After she placed the order she was sent an email telling her to call someone at the company. She did and was told that the model she bought was the international version and that it would not work with lenses that I already had. Then she was told that she could change the order to the US version for about $400 more it would come with an extended warranty and a spare battery. This seemed super shady to me. So I called the company, to see about returning it because of the bait and switch. I was told there wasn’t a bait and switch and that there would be a 20% restocking fee which I would have to send them in the form of a cahiers check and that once they received it they would provide a return authorization number. I said okay. I went onto their site and filled out the contact form to ask about the restocking fee, it said they would get back to me within 24 hours. I have yet to hear back, that was filled out on 09FEB21.
On 11FEB21 I looked into the cost and resigned myself to getting ripped off. I took a closer look at the camera box and saw that the only writing in English were trade names and thought that was odd. So, I contacted Sony and was told that it was most likely an international model. If you recall my wife paid extra for the US version.
I called Willoughby’s again and explained that they sent me an international model. The person that I talked to said “Sorry we made a mistake and will send the US version out.” I told them that I just wanted to return it for a refund because of the problems I have had with the company so far. I was told that exchanges were free but returns had a 20% restocking fee. I said that seems criminal and was hung up on. I called back and talked to Pham and was basically told the same thing. After I said I just wanted a return because I didn’t trust the company, he said that they wanted another chance for my business. I explained that what they did was called a bait and switch. He said that a mistake was made and someone grabbed the wrong box. I told him I was familiar with the tactic because a car dealer I worked at used similar tactics. He replied, “So it is okay for you to do it in your business but not for our business to do?” (to me this is an acknowledgement that they know they are doing a bait and switch). I told him that I just wanted to return the camera and that the tactic is not okay for anyone to do, then asked why there was a 20% fee for restocking but not returns as it is the same amount of work. He answered saying it is store policy and nothing could be done. I said I want to talk to a manager and was transferred, the line rang a couple of times and went to a voicemail with an indecipherable name with no mention of Willoughby’s camera or manager. I left a message and have not heard back.
Jen contacted the BBB after seeing multiple reports of similar happenings reported to them. We are supposed to be getting a check in the mail on the 13th of March for a camera that was bought over a month ago. Her telling of the incident is posted under the BBB page for Willoughby’s. Once we get the check a new camera from an authorized dealer will be bought and I can’t wait.
~Scott