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Review 2/9/2010
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I ordered a Canon T1i from this company on January 15th. On the 19th they charged my credit card. On the 21st a box arrived at my house from Rocket Camera but there was no camera in it and no invoice. I immediately called the company and their written response was we will have a 7-10 business day investigation with UPS at the end of which you will be shipped another camera or get a refund. As this camera was valued at $800 you can imagine I was very worried about this and contacted them several times after that to see what the status was.
On the 9th day my contact emailed me that they didn't have the camera in stock and that a check would be mailed to me. I responded that that was not satisfactory, that I wanted the amount credited to my card...per their online return policy which states returns will be credited back on the payment means that they were made with. The contact was not helpful so I called their accounting department. Little was I prepared for what happened next. The Rocket Camera employee that I spoke to on the phone with was abusive, insulting, unprofessional and eventually hung up on me. He called me a liar, a thief, said I had threatened them and could not tell me when the check would be sent to me because they thought I was going to file a dispute with my bank and they would have to wait to see what I was going to do. After that I emailed my contact a detailed message saying that I did not want to file a dispute but if I didn't have a refund by 2/8 (10 business days later) that I would have to. I later called her when she didn't respond to my email and she said that a credit had been cleared by management and should occur on my card within a day. The next day I emailed to ask where the credit was and she said I had misconstrued what she said on the phone and that I had to wait for the investigation to finish. In the end 2/8 came with no refund and I began the dispute process with my bank.
Rocket Camera did not give me a truthful time frame and they also were unprofessional in their communication and manner. The only time a company would act like this and treat their customers as Rocket Camera does is when they have something to hide.
My advice: Never order from this company, they are not a reputable business and are not to be trusted to receive the product you ordered in a timely fashion or to receive it at all. They also can not be trusted to give you a refund promptly.
2-10-2010 As expected the company wrote a response. The facts...in writing Rocket Camera promised me a refund or another camera shipped in 7-10 days...any reputable business would have said approximately 7-10 days if they didn't know how long the investigation would take. I would have given Rocket Camera more time but after speaking with their abrasive and insulting employee I no longer trusted them and when the promised time frame had passed I couldn't give them any more time for fear of losing my money for good. Rocket Camera IS in the wrong, end of story.
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Business's response - by Greg L.on 2/9/2010
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2-09-10 When An Item Is Claimed As Lost, We Must File A Claim With The Carrier And In This Case, UPS. We Have Filed A Claim And As Of The Date Of This Review, UPS Has Not Completed Their Investigation.
We Have Explained This Issue With Betsy On Numerous Occasions To No Avail. We Are Sorry She Thinks We Did Something Wrong. Our Postion Is That We Acted In The Same Manner On This Claim As Any Other.
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