Advice on how to handle a bad experience with Adorama

david726

Hello Everyone.  I’m a long time lurker, first time poster. I’m currently going through a bad experience with Adorama. I’ve ordered Apple products from them before without a hitch. 

I recently purchased a new/old stock 2018 MacBook Pro loaded to the gills along with AppleCare for my stepdaughter. I found the deeply discounted price through the price guide here as I always do.  

I ordered the laptop and had it directly shipped to her. When she received the box, everything looked to be alright. The shipping box didn’t look damaged or messed with. When she opened the Apple MacBook box, she discovered that there was nothing but clay in the actual laptop box along with the envelope with the manuals. We immediately contacted Adorama, sent photos and a quick e mail and they stated that they’d inform us on how they would be handling this within 48 hours. Some time after 48 hours, we were told that this case would be referred to their security dept. They sent us an email from their security dept. stating that we would be notified how it would be handled within 48 hours.  We replied to their request for info. It has now been well over 48 hours, and their security guy is out until June 1 in observance of Shavuot. 

We are getting really impatient and aggravated since this all started on the 21st of May and none of this has been resolved, nor is it our fault. 

First, has anyone ever experienced receiving a box full of clay from an authorized reseller?

Second, I am contemplating filing a chargeback with the credit card. Can anyone advise me on why I should or should not?  

Being out over $3500 for a box full of clay isn’t where we expected after ordering from an authorized reseller. 

We don’t know who did this, but our guess is that someone purchased it, swiped the laptop, filled it with clay, resealed the clear plastic film and sent it back to Adorama. 

hockeyfan

Hi David, I'm so sorry to hear about this. Could you send me your order number and any relevant details you feel are applicable, so I can include those in my request to have this investigated asap? I sent you my contact information via direct message.

As you mentioned, Adorama staff is observing a religious holiday, but I assure you we will have this looked at first thing Monday morning. To answer your question, this is not something we hear about, and Adorama has processed thousands of orders on Apple computers for our readers. 

I know how disappointing this must be, and I do want to apologize. We will get this addressed, and I thank you for your patience.

david726

Thanks Christine.  Email sent. 

david726

Chargeback has been filed with CC.  I did not hear anything back at all.  Buyer beware!