Camerabox Ltd review, Digital First review, and The Digital Camera Company review, verdict - stay well clear! [Updated]

David Hawley 20:24 15th May 2009

last updated: 11:41 23rd September 2009

If you're thinking about buying any cameras, lenses or equipment from Camerabox.co.uk (aslo trading as The Digital Camera Company or Digital First) you'd be strongly advised to not use camerabox, DigitalCameras or DigitalFirst and look elsewhere.

In this case they have provided a terrible customer service, read on to find out what service you get...

Camerabox.co.uk, Digital-Cameras.com and DigitalFirst.co.uk same companines, and terrible customer service from camerabox!

This is a bit of a diversion from the normal wii content, but it's an important note for any photographers looking at buying from Camerabox.co.uk, The Digital Camera Company or Digital First.. It seems according to their sales representatives on msn, as well as their matching company information on the site that these three are actually the same company and Camerabox trade as both 'The Digital Camera Company' and 'Digital First' as well.

Before ordering I'd heard reviews of their poor customer service and awful handling of customers complaints as well as tales of inaccurate and dissapointing stock counting poor after sales service and plenty of tales of bad experiences. So I thought they can't be that bad can they?

The Camerbox Experience

I ordered a Canon lens from Camerabox.co.uk and it was delivered promptly next day. Which was very quick which was great! Sadly from there it all went down hill. I decided I no longer wanted the product after inspecting it, so within my rights under the Distance Selling Regulations (DSRs) I emailed Camerabox to notify them I was cancelling the contract and could they arrange to pick up the item.
They refused to pick up the item and insisted I send back the item at my own cost. Under DSRs it states that if a seller wants a customer to return cancelled items at their own cost they must inform the customer of this in a durable medium. Which means an email or a letter when you buy the item, but not terms & conditions on a web page or anything that can be changed later.
This is something which they didn't do, so I pointed out they hadn't provided the information correctly in which case the law states they should pick the item up at their cost and issue a full refund including delivery

Eventually they did pick up the item although they took 5 days to begin to process the refund which should have been done by law as soon as possible after I notified them I was cancelling. Which is reasonable to assume if you can take money instantly you can also issue a refund instantly.

Camerabox's interpretation of the law

I checked how much they had refunded and unbelievably they had refunded everything but the delivery. I asked them to refund the delivery and received this response:

The item was received by us inadequately packaged. No means were taken to ensure the security of the lens, it was sent back in the box only, with no outer protection leaving the lens vulnerable to damage but also to theft en route...As a result of this, we will be enforcing a 10% restocking charge to cover our anticipated loss on re-selling this item.

You are not entitled to the postage charge back as you requested to send this back with no fault. As per our returns policy, you are only entitled to your postage refunded if the items are received faulty.

• The first thing they did was to complain about the packaging which is strange as that is how it was received. Although when it was received it was in a courier bag, which had been binned by this point so the item was sent back in its packaging box they had shipped it in. They proceded to point out it could have been stolen which is something applicable to any packages whatsoever.
• I'd pointed out many times that the law states delivery should be refunded but as you can see above they have so far refused to refund something they are legally obligated to.
• Thirdly, they referred to their returns policy yet again, which I'd previously pointed out multiple times was null and void as they had not supplied this in a durable medium as legally required under the DSRs. I dont understand why they keep ignoring the fact it's law, but it doesn't put them in a good light.
• And yet again at the end of the email, they again are trying to contradict the law by trying to charge a restocking fee. Another thing the DSRs forbid. The advice from the Office of Fair trading clearly states

  Who pays for returning the goods if the consumer cancels an order?
  If you want the consumer to return the goods and to pay for that return, you must make it clear in the contract and as part of the required written information...You are not allowed to make any further charges, such as a restocking charge or an administration charge.

What are you going to do now Camerabox aren't complying with Distance Selling Regulations?

I have already contacted trading standards, and I will pursue this in court if it needs be, which would be ridiculous for them as it would also include compensation.

You have been warned about my experience with Camerabox (Digital-Cameras and Digital First)! Do you want this experience too?