camerawarehouse Reviews 18

Reply from camerawarehouse

Feb 26, 2026

Hi Paige,

Thank you again for your feedback — and I’d like to clarify a couple of important details for transparency.

The Fujifilm XF 23mm F2 R WR Lens (Black) on our website was clearly marked at the time of purchase as:

Backorder
“This item is currently out of stock in Australia. ETA could be 2–3 weeks away or possibly more.”

https://www.camera-warehouse.com.au/fujifilm-xf-23mm-f2-r-wr-lens-(black)

Because of this, the order did not fall under the 1–3 business day dispatch timeframe mentioned in the confirmation email, which applies only to items showing “In Stock.”

Several of your other items were in stock and ready to ship, but the lens was not available in Australia at the time of ordering. That said, where we fell short was in communication. We should have proactively contacted you within a few business days to confirm the ETA and offer to split-ship sooner. That didn’t happen, and I sincerely apologise for that.

Once you confirmed via chat that you were happy to have the in-stock items sent immediately, we actioned that request. I understand that waiting for tracking confirmation — especially with an upcoming holiday — would have added to your concern.

For anyone reading this review, we always clearly display stock status on each product page (In Stock, Low Stock, or Backorder with ETA guidance). We never intentionally misrepresent availability. However, we absolutely acknowledge that timely communication is just as important as accurate stock information, and in this instance we could have handled that better.

Paige, I genuinely hope your gear arrives in time for your trip, and again, I apologise for the stress caused by the delay in follow-up.

Kind regards
Ben
CW

Reply from camerawarehouse

Jan 19, 2026

Hi Joe,

Thank you for your review and I’m very sorry for the frustration this caused — I completely understand how upsetting it is to be waiting on an order and not receive clear updates.

To be fully transparent, this issue was caused by a stock synchronisation error. We operate from a single shared warehouse for both our physical store and online orders. During extremely busy periods (such as Christmas and sales events), items can sell out in-store very quickly, and occasionally it can take a short time for the website to update. Unfortunately, this meant the SD cards appeared as “in stock” online when they had just sold out in-store.

This is frustrating for customers and for us, and we sincerely apologise for the inconvenience. We are continually improving our systems to reduce the chance of this happening.

Most importantly, we want to reassure you and anyone reading this that Camera Warehouse would never scam a customer — especially not over a $130 order. We are a long-established Australian retailer that has been operating since 2003 and processes over $20 million in sales annually. Our business is built entirely on trust and long-term reputation.

As soon as this issue was identified, your order was fully refunded on 10 January, the same day this review was posted.

We genuinely regret the inconvenience and appreciate you bringing this to our attention so we can continue improving.

Kind regards,
Camera Warehouse Management

Reply from camerawarehouse

Jan 19, 2026

Hi Maddie,

Thank you for your review and I’m genuinely sorry for the frustration this caused.

To be completely transparent, this was caused by a stock synchronisation error. We operate from a single shared warehouse for both our physical store and online orders. During extremely busy trading periods, items can sell out in-store very quickly, and occasionally there can be a short delay before the website updates. Unfortunately, this meant the lens appeared as “in stock” online when it had just sold out through our store.

We sincerely apologise — we understand that you ordered specifically because stock was showing available.

For context, your order was placed on 24 December, during our Christmas trading period. Our business was closed across the public holiday break and reopened shortly after. You posted this review on 29 December, and your order was fully refunded on the same day once the issue was identified.

While this was a short delay during a peak holiday period, we acknowledge it was still disappointing and not the experience we want any customer to have.

Camera Warehouse has been operating since 2003 and processes over $20 million in sales annually. We are a long-established Australian retailer and would never intentionally mislead customers about stock availability. This was a system timing issue, not a reflection of our service standards.

We appreciate your feedback and are continually improving our systems to minimise the chance of this occurring in future.

Kind regards,
Camera Warehouse Management

Reply from camerawarehouse

Updated Jan 19, 2026

Hi Lee,

Thank you for your review and I’m very sorry for the stress and frustration this caused, especially given it was intended as a Christmas gift.

To clarify what occurred, this item was not stocked in our warehouse at the time of order and was supplied directly from our distributor. Our website states that these items generally ship within 4–7 business days, which was the case here.

Unfortunately, during the Black Friday and Christmas peak period, our supplier experienced unexpected delays and was running approximately a week behind on dispatches. This pushed your order slightly outside the usual timeframe.

Your order was placed on 12 December and was collected by the courier on 23 December. When business days are counted (excluding weekends and public holidays), this was only a small delay beyond the estimated window — however, we fully acknowledge that our communication should have been much clearer during this time.

We sincerely apologise for not keeping you properly informed. While the delay itself was minor, the lack of updates understandably made the situation far more stressful than it should have been.

We also want to reassure you and anyone reading this that Camera Warehouse is a long-established Australian retailer, operating since 2003 and processing over $20 million in sales annually. We would never scam a customer — this was a breakdown in communication during an exceptionally busy period, not a reflection of our business practices.

We appreciate your feedback and are actively improving our order update systems so customers are kept better informed during peak periods.

Kind regards,
Camera Warehouse Management

Hi Again Lee,

Thank you for your follow-up, and I appreciate you clarifying that you collected the item in store — you are absolutely right, and I apologise for the earlier mistake in stating it was courier-collected as the order was originally set for delivery and not pickup.

I would also like to sincerely apologise for the service you received in-store. You should have been treated with courtesy and offered a proper apology, and I’m very disappointed to hear that this was not your experience. That is not the standard we expect from our team.

I have personally reviewed your order in detail. I can confidently confirm that the item was not sitting in our warehouse since 12 December. At the time your order was placed, it was showing as available from our supplier, not physically in our store. Due to supplier delays during the peak Christmas period, it arrived later than expected and was then made available for collection.

Your order was placed on 12 December and collected on 23 December. Excluding weekends and public holidays, this represents approximately 7 business days, which was only slightly beyond the stated 4–7 business day timeframe. However, we fully acknowledge that our communication during this period should have been much better.

This was not a scam or negligence — it was a breakdown in communication during the busiest trading period of the year, combined with supplier delays and staff shortages. That said, we take full responsibility for not keeping you properly informed and for the poor in-store experience.

We understand your frustration and respect your decision. We genuinely regret that we let you down on this occasion.

Reply from camerawarehouse

Jan 19, 2026

Hi Kund,

Thank you for your detailed feedback and I’m genuinely sorry for the frustration this experience caused you. We fully understand why this was disappointing and we accept that this was not the level of service you should have received.

To be transparent, this occurred during one of our busiest trading periods of the year. We operate from a single shared warehouse for both our physical store and online orders. On rare occasions during peak periods, items can sell out in-store just before the website updates, which unfortunately led to the bag and another item appearing in stock when they had just sold through.

While this explains how the issue occurred, it does not excuse the poor communication that followed. We acknowledge that you should not have had to chase for updates, and that sending a replacement different from what was agreed is unacceptable.

We sincerely apologise for the confusion and inconvenience this caused. This was a breakdown in internal process, not our normal standard of service. Camera Warehouse has been operating since 2003 and processes over $20 million in sales annually. Our business is built on long-term trust, and situations like this are taken very seriously.

We have already reviewed this matter internally to improve our stock controls and replacement procedures to prevent a recurrence.

We appreciate you taking the time to share your experience and regret that we did not meet expectations on this occasion.

Kind regards,
Camera Warehouse Management

Reply from camerawarehouse

Aug 26, 2025

Hi Allan,

Thank you for taking the time to share your feedback, and please accept our sincere apologies for the frustration this order has caused you.

We have investigated this matter and can confirm that at the time of your order, the product was showing as “in stock with supplier.” This means the stock was available in our supplier’s warehouse, not physically in our own. In these cases, the item first needs to be shipped from the supplier to us (generally 3–5 business days) and then dispatched to you. From there, delivery depends on courier transit times and your postcode, usually taking another couple of days. In an ideal situation, the product would reach the customer within that overall timeframe.

We completely understand that this message can sometimes be missed, even though it is clearly displayed just under the “Add to Cart” button for customers’ viewing. We’re sorry if that was the case here, and we will look into ways to make this information even clearer in the future.

In addition, your order was flagged with a high fraudulent score from the bank, which required us to carry out a security check before processing. We don’t particularly like to do this, as it can cause delays and inconvenience, but unfortunately it is the only way we can protect both ourselves and our customers. The banks provide us with no protection against credit card fraud — if a fraudulent order is shipped, the full loss is deducted from us. For that reason, in some instances these checks are absolutely necessary. We do sincerely apologize for the delay this caused.

On top of that, we are currently operating with very limited staff, which further affected our response time. We take full responsibility for the delay and regret that the experience did not meet your expectations.

As you requested, your order has now been cancelled and fully refunded. Depending on your bank, the funds should already be back in your account or will appear shortly.

We value your feedback, and we will continue improving our communication and processes to provide a smoother experience in the future.

Once again, please accept our apologies for the inconvenience caused.

Reply from camerawarehouse

Oct 29, 2025

Hi Benjamin,

Thank you for your feedback, and we’re sincerely sorry to hear about your experience. We understand how frustrating it is when an order takes longer than expected, especially when our website indicated the item was in stock.

While we always strive to meet our 1–3 business day dispatch timeframe for in-stock items, in this case, there was a delay in processing and communication on our end, and we take full responsibility for that. This is not the level of service we aim to deliver.

We’re glad you’re happy with the product, but we regret that the experience leading up to it was disappointing. We’ve since reviewed our internal order tracking and customer service processes to help ensure more consistent updates and faster responses to calls and emails.

If you’d like to discuss this further or if there’s anything we can do to make this right, please feel free to reach out directly at sales@camera-warehouse.com.au
or call us on 02 9558 3116 — we’d appreciate the chance to restore your confidence in us.

Reply from camerawarehouse

Oct 29, 2025

Hi Seth

Thank you for sharing your feedback. We’re sorry to hear that you were disappointed with your experience, but we do want to clarify a few details.

Your order was placed for a product that was unfortunately on back order with the supplier at the time. Our website clearly notes under each product’s “Add to Cart” button to check stock and contact us for ETA when availability is uncertain. We did not “take a month” to respond — our team contacted you as soon as the supplier confirmed that the item would not be available within a reasonable timeframe.

At no point did we try to “sell you a more expensive version.” We simply offered an alternative model for your consideration, as it was the closest match available in stock at that time. This was purely intended as a helpful option, not an upsell.

We completely understand your frustration and agree that communication delays are not ideal. We’ve since reviewed our processes to ensure faster follow-ups and clearer stock updates.

If you’d like to discuss this further or review the details of your order with us directly, please contact sales@camera-warehouse.com.au
or call 02 9558 3116. We’d appreciate the opportunity to clarify and restore your confidence in us.

Kind regards,
The Camera Warehouse Team