Original order
12819A002 Canon 52mm 250D Close-up Lens $69.00
1908B001 Canon LA-DC 52G Lens Adapter for Powershot A570IS $13.50
17640A001 Canon ACK-800 AC Adapter Kit for PowerShot A100, A200, A300, A310, A400, A500 Series
Digital Cameras $23.00
1cleankit5 5 Pc. Camcorder/Digital Camera Lens Cleaning Kit $6.99

“Upgraded" items
CLEANKIT5 5 Piece Cleaning Kit $ 6.99
CH-1010 Universal AC Adaptor For Digital Camera 3 Year Warranty Short-Circuit Protect, Automatic Thermal, Overload Cut-Off $ 23.99
CL-52 4 Piece 52mm Super Close-Up Lens Set --Top Rated-- Includes 1/ 2/ 4/ 10, 15 Yr. Warranty
$ 69.99
BOWA570IS Lens Adapter Canon A570IS/590IS Accepts 52mm (Metal Finish) $ 13.99

I spoke with a very pleasant operator (read that very good salesman; coached) that informed me my order was out of stock even though the web page still registered it as available. In response to my comment that it was no problem, he offered to upgrade the order for the same price and that since he knew my camera, there would be no problem. So I reluctantly agreed. The new invoice did not indicate any brand names which scared me.

When item numbers were searched, I found the products Bower and Digital Optics to be either unknown or considered cheap substitutes. I called the same number and tried to cancel the order as their email said that was the only way to do it, only to be told that it had to be done by email.

I complained by email about the inconsistency in their instructions and again that I wanted to cancel the order. I was told "It seems there is only one inconsistency here." Meaning my changing my mind once I found out the cheap products being substituted I assume, so I'll include disregard for customer satisfaction to my assessment of the company.

As a last resort, I asked for information on returns

From: Karen X [mailto:[email protected]]
Sent: Monday, October 06, 2008 2:06 PM
To: NWV Direct Sales & Support Team
Subject: RE: Order cancellation

Hi,

The fact that the order was placed is not in debate. That does not change my desire to cancel the order. The email you sent me says I can not cancel an order by email; that is a fact, and yes, these emails will be kept for my records as well. My attempt to cancel by phone, which was the only option given to me, was met with an employee telling me that an order can only be canceled by email. That is an inconsistency, one that a company concerned with keeping satisfied customers returning, would want to know about and correct. Also, such a company would understand that just because a customer is not happy with one order, they can become their best word of mouth advertising if the situation is handled correctly.

So, going back to the issue, I do not want the items being shipped. Once the order has been shipped, how does the customer proceed if the order is no longer wanted?


I got only a link to the page that states among other things.
“…The following products are not acceptable for credit, refund, or exchange and must be repaired or handled by the manufacturer or a manufacturers' authorized service centers: Blister-packed items, tripods, opened media, including tapes, cd's or dvd's, lights, flashes, extended warranties, lenses, filters…”

So they knew there are no returns on lenses and there would be no resolution.

I have all the emails and copies if anyone would like to see them.

Bottom line is they would rather lose customers than cancel a $100 order. Had it been handled properly, I would have ordered again...no more. I'm still looking for a refund or the right items!

If anyone calls you...CANCEL the order.