SLRHut www.slrhut.co.uk

If you are a UK based buyer, steel clear from them. Their .co.uk address is quite misleading. My camera arrived from the US and although it came in time, there are several issues here.

They are selling Sony A6400 with 16-50 lens at 849 which felt like too good to be true and it was. They are selling refurbished/used cameras as brand new. The box was missing a seal, no documentation whatsoever and the body and lens had scratches. I still didn't mind since it was a steal at 849 but then I checked the shutter actuation and it's about 300+. This is clearly misleading as they market it as new.

You can't even return it as easily since they are US based and charge a whooping 10+% re-stocking fees. Do yourself a favour and buy locally, at least they will respect your statutory rights unlike SLRHut.

PLEASE READ if you are considering buying a product from this company. Summary at bottom.

I bought a BRAND NEW Canon c200B EOS camera from SLRhut in January ’19, it was pictured and described as a package with accessories required for use (LCD Monitor, handle unit, hand grip, etc). I paid for express delivery and was notified following my order that they currently did not have it in stock so waited 23 days before receiving it. Upon receiving my package I found it was the body only and without the necessary accessories to use it. I questioned this, as well as a refund for the not-so-express delivery, through many emails and calls to their customer service, and I was told by one member of staff that ‘if i compared the price of what I bought to other retailers online I would understand why I received the body only’ - this is false advertising, SLRhut did not deliver the product that was advertised on their site. I was also denied a refund for the express delivery. I then bought the necessary accessories from a different company (~£1k) and thought this ordeal was behind me…

18th March (35days after initially receiving the camera) the fan breaks. I had not yet used the camera on a shoot, only to test it around the house and for no more than a couple of hours at a time. SLRhut’s customer service told me to send it to my nearest canon repair centre, which I did, only to have it sent back and told the warranty is invalid as I bought it outside of the EEA (from SLRhut). SLRhut then told me to send it to a repair centre in Colchester… Before sending it I emailed the repair centre in Colchester and they told me that they didn’t repair the canon cinema range - more false information from SLRhut's customer service. At the beginning of May SLRhut tell me to ship it to them in the US to get it fixed. I was told in phone calls that I would receive refunds for both the canon service centre handling costs (£54) and my shipping costs to the US (£81.43). Upon pressing them on these matters I was told that they can not offer refunds for these things, when previously I had received confirmation of this through calls to their customer service.

When I had previously sent my camera to Canon in the UK they gave me a quote and notified me that they would need to order in parts and it would take 2 weeks to fix and return the camera to me. So when I sent it to SLRhut, I had a rough estimate of how long it would take for my camera to get fixed. 2 weeks later I email asking for an update and I am told that the RMA number that I have given in the email is incorrect - I gave the RMA number that I received in a previous email and wrote on the package that was shipped - who knows if this caused a delay to my camera getting attended to?

Months go by… Masses of emails and calls to get any sort of update amount to nothing more than replies like “ I am very sorry we don’t have it back yet try next week it may be back then” (26th June). I moved flat in August… Once I’d moved into my new place I immediately phoned them to request my camera, when fixed, be delivered to my new address. I live in a basement flat and was cut off in the middle of telling the customer service rep my new address - I call back, on hold for 30minutes, and speak to the very same customer service rep, who I then tell my new address to - she gives me confirmation that she has changed the delivery address.

More months, calls and emails go by. 6th November - I request an update and receive a reply telling me that the package had been delivered to my address on 28th October. At no point did they send me any shipping information about their delivery. I contact my former estate agents and they find the package soaked and left outside my old address. Fortunately the package was double boxed and the inner box (containing the camera) was dry. 9th November I get it back, I test it, it works, I’m happy that I can push my business forward with this great bit of kit and try and put this all behind me.

6th December I do a full day shoot using the camera. No problems. 10th February ’20 my first shoot of the year with the camera (and only my second shoot since it being fixed) - the fan breaks within an hour of use. The following day I call SLRhut again requesting a refund for this obviously faulty camera, only to be told that my year warranty has now expired and I am not entitled to a refund despite only having the camera in working condition in my possession for 93 days. They have offered me no compensation whatsoever.

I am now moving forward with legal action.

Summary

[False advertising; Faulty camera; No refunds; No compensation for shipping costs; Misinformed by customer service; 8month repair waiting time; Repaired camera shipped to wrong address still faulty]

Order Number 237276. Email chains can provide sufficient evidence for all points made above.

We returned a camera to SLR Hut when it was delivered broken back in November 2018. SLR Hut have confirmed that they have received the camera (as agreed without the accessories) but are now refusing to refund the item. We are out of pocket over £1000. We have been trying to contact the company for months now and they ignore all forms of communication. I would never purchase from them again.

Do not buy from this company. It is sending out goods that are not as described. I thought I was buying a new Nikon D500 but what I received was an old opened box with various bits missing. It was obvious that the camera had been sent out once, returned then sent out again. It's possible the camera was returned because of a fault as the new Nikon 200-500mm lens I also purchased does not house correctly with the camera body. They also failed to send the £100 XQD memory card, the power supply for the charger or the manuals. This is the first time I have purchased such expensive camera equipment and I feel completely badly treated by SLR Hut. Avoid at all costs!!!

Ordered a memory card 2 weeks ago, still not shipped it. I got an email from them asking me to ring a number which never gets answered.

These guys are terrible at customer service, terrible at providing you stock you want to buy. its worth paying the extra few pounds for products from a trust worthy company.

Bought a lens (took nearly a month to arrive), and was charged import duty despite their claim that it was duty and freight paid. After 30 mins on hold I was told there would be a refund and to mail all the information they required. Did that and since then - nothing. Called several times with 30 mins+ on hold with no answer. Mailed through their website and directly several times with no answer. They clearly have no intention of refunding anything because they can get away with it not being a UK company. IMHO this company is claiming things they simply can't or won't deliver, taking your money and walking away. You won't save any money buying from this company in the end, and won't get any support either.

Please read all the Trustpilot reviews. This company is awful. Ordered a lens 3 weeks ago then received a bill for customs import duty. Had no idea I had to pay this as thought I was buying from a UK company. Their customer service team are rude and unhelpful, that's when you can even get through to them! I have refused to pay the import charges and have asked for a refund, which they have said could take up to 4 months! I am fed up and disgusted that this company can continue to get away with such poor service. Please be warned, don't use them.

What a rip off purchased a camera from .co.uk website and got sent a second hand one! £450 - and then they expected me to pay return shipping to the USA (£70). BE VERY CAREFUL IF YOU PURCHASE FROM SLR HUT! Customer service is an absolute joke they don't answer the UK phone number on the website and are very slow to answer emails. You might think you are saving money but you will not.

Sent the wrong spec Sigma lens fully paid for .Customer service have cut me off ,left me waiting for 45mins Have said they will deal with the problem . has been 2 weeks still waiting to get return information. Sent numerous emails and spoken to 3 people in customer services .is not like you can go to the store in the USA

I bought a drone , supposedly new which was used. It had a rotten sandwich in the packet.

They refused to speak to me on the phone, never reply to emails, and are not in the UK, I went there and t is a grubby mailbox shop.

I sent it back and they refused the delivery.

They basically took £725.00 off me and I have no chance of getting it back.

BE WARNED !!