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OneQuality.com Reviews (25)

Hi, I am sorry to hear you had such trouble with your order and I would like to get this resolved promptly Looking at our records it appears you were refunded already and charged a restocking feeWe are happy to waive the restocking and a representative will contact you shortly to process itPlease let us know if you have any questions

Hi, I apologize for the trouble you had with your order and we have issued a refund to your accountWith regard to the shipping and billing address mismatch on your order, because sans-serif"> we only deal with high value professional camcorders we are frequently targeted by people looking to use stolen credit cards In order to protect our customers, we will only ship to the verified billing address on the credit card statement This is mentioned during the checkout process and is also stated in our conditions of use Our policy is that if there is a mismatch between the billing and shipping address the order will be delayed until the discrepancy is resolvedWith regard to the bank rep you spoke with, it sounds like they were mistaken or just not willing to spend the time to fix the issue for you The AVS filter reported both a no match on your street as well as your zip code I can forward you a screenshot of the report and the transaction id information if you would like This information is actually provided to us by your bank when we process the transactionAnyway, I understand this must have been frustrating, especially if you were in a rush to receive the camera I am sorry we were unable to resolve this for you sooner and if you need help with anything else please let us know

Hi, Your order appears to have been delivered on 1/6/via ***, tracking [redacted] and signed for by *** If it is still missing please give us a call at ###-###-#### so we can help you locate the package

I am sorry to hear you are having issues with your camera and I understand your frustrationWe do insure our packages to cover any damage that occurs during shipping However, it is my understanding that the original packaging materials were discarded once the camera arrived Quite frankly I have never encountered this issue in roughly years of being in the business The typical response I have witnessed, when an item shows up in multiple pieces, is that the purchaser keeps all the packaging materials because they plan to send the damaged item right back in the same box to the company that shipped it I am guessing this is why the packaging materials are required by the shipping insurer in order to cover the claim.Unfortunately, in order to cover any shipping damage the insurance company would need to see proof that the item was indeed damaged in shipping and not just accidentally dropped after the camera arrivedThe shipping insurer requires that everything that was shipped, including the original packaging materials, be inspected to cover a claim Consequently, the shipping insurer will not be able to cover the repair for the damage that occurred to your camera I know you also mentioned that our warranty should cover the damage, but unfortunately it does not cover shipping damage or accidental drops I reviewed your video of the damaged camera and it is clear that the issue is from physical blunt force to the camera (not from use) The shipping insurance is in place to deal with items that get damaged during shipping and our warranty is in place to cover issues with the camera that arise from use Our warranty does not cover a camera that has been crushed in shipping or accidentally dropped From our warranty, "Please note that our warranty doesn't cover accidents or water damageThe policy works much like a manufacturers warranty would work when you purchase a new item." However, given the circumstances surrounding this unfortunate incident and since we want to help our customers even if a camera is damaged from their own doing, I would like to offer you the following solutionWe can repair the camera for you and all you would need to do is pay for the partsWe will not charge you for any labor or our time for the repairA representative will reach out to you and explain the process of getting the camera repaired

I am sorry to hear you are having issues with your camcorder and I understand your frustration. Our warranty period is 30 days from the date you receive the camera. However, since there was an issue with your first camera and you are now having... issues with a second camera we are happy to exchange your camera for another fully functioning camera. Before we do this I would like you to speak with a person who is familiar with the [redacted] Gl2 because it is possible that since you are having the same issue with 2 separate cameras that it could potentially be a setting you are using and not an issue with the camera. This would avoid us shipping another camera and you having the same issues with a third camera. If we are unable to fix your issue over the phone we are more than happy to exchange your camera for another camera. I apologize for the inconvenience and look forward to resolving this issue for you. Another option, if you are not interested in an exchange is that we can have the camera repaired at a third party repair shop. A representative will reach out to you to discuss the options and see what works best for you.

I am sorry to hear you are having issues with your camera and I understand your frustrationWe do insure our packages to cover any damage that occurs during shipping However, it is my understanding that the original packaging materials were discarded once the camera arrived Quite frankly I have never encountered this issue in roughly years of being in the business The typical response I have witnessed, when an item shows up in multiple pieces, is that the purchaser keeps all the packaging materials because they plan to send the damaged item right back in the same box to the company that shipped it I am guessing this is why the packaging materials are required by the shipping insurer in order to cover the claim.Unfortunately, in order to cover any shipping damage the insurance company would need to see proof that the item was indeed damaged in shipping and not just accidentally dropped after the camera arrivedThe shipping insurer requires that everything that was shipped, including the original packaging materials, be inspected to cover a claim Consequently, the shipping insurer will not be able to cover the repair for the damage that occurred to your camera I know you also mentioned that our warranty should cover the damage, but unfortunately it does not cover shipping damage or accidental drops I reviewed your video of the damaged camera and it is clear that the issue is from physical blunt force to the camera (not from use) The shipping insurance is in place to deal with items that get damaged during shipping and our warranty is in place to cover issues with the camera that arise from use Our warranty does not cover a camera that has been crushed in shipping or accidentally dropped From our warranty, "Please note that our warranty doesn't cover accidents or water damageThe policy works much like a manufacturers warranty would work when you purchase a new item." However, given the circumstances surrounding this unfortunate incident and since we want to help our customers even if a camera is damaged from their own doing, I would like to offer you the following solutionWe can repair the camera for you and all you would need to do is pay for the partsWe will not charge you for any labor or our time for the repair A representative will reach out to you and explain the process of getting the camera repaired

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

I am sorry to here you had such trouble with your order and we have issued a full refund to your credit card If you have any issues at all please let me know and I will be glad to take care of it for you

The customer's order was fulfilled and delivered within the stated time of the *** invoice he was emailed prior to paying us The reason he is upset with his order is not because we have not sent him the items, but because he wants to have an item exchanged that he has had for over
months He is now claiming at this point that there is an issue with the lens and was like this when it arrived The customer has had the lens for 3+ months and our warranty is only days, consequently he is no longer covered under our warranty Additionally, the customer has had roughly items in his order exchanged or replaced to date He has been given a free upgrade to nicer equipment and has been truly unreasonable to deal with Now that we are outside the time for exchanging items, we are no longer going to replace an item for him

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
I will call them to resolve this issue, hopefully I will have a camera that I can use after all of this.
Thank You,
[redacted]

Hi, I am sorry to hear you had such trouble
with your order and I would like to get this resolved promptly.
Looking at our records it appears you were refunded already and
charged a restocking fee. We are happy to waive the restocking and a
representative will...

contact you shortly to process it. Please let us
know if you have any questions.

I
am sorry to hear you are having issues with your camera and I
understand your frustration. We do insure our packages to
cover any damage that occurs during shipping.  However, it is my understanding that the original packaging
materials were discarded once the camera arrived....

 Quite frankly I have never encountered this issue in roughly 10 years of being in the business.  The typical response I have witnessed, when an item shows up in multiple pieces, is that the purchaser keeps all the packaging materials because they plan to send the damaged item right back in the same box to the company that shipped it.  I am guessing this is why the packaging materials are required by the shipping insurer in order to cover the claim.Unfortunately, in
order to cover any shipping damage the insurance company would need to see
proof that the item was indeed damaged in shipping and not just
accidentally dropped after the camera arrived. The
shipping insurer requires that everything that was shipped, including
the original packaging materials, be inspected to cover a claim.
Consequently, the shipping insurer will not be able to cover the
repair for the damage that occurred to your camera.  I know you also mentioned that our warranty should cover the damage, but unfortunately it does not cover shipping damage or accidental drops.  I reviewed your video of the damaged camera and it is clear that the issue is from physical blunt force to the camera (not from normal use).  The shipping insurance is in place to deal with items that get damaged during shipping and our warranty is in place to cover issues with the camera that arise from normal use.  Our warranty does not cover a camera that has been crushed in shipping or accidentally dropped.  From our warranty, "Please note that our warranty doesn't cover accidents or water damage. The policy works much like a manufacturers warranty would work when you purchase a new item."  
However, given
the circumstances surrounding this unfortunate incident and since we
want to help our customers even if a camera is damaged from their own doing, I would like to offer
you the following solution. We can repair the camera for you and all
you would need to do is pay for the parts. We will not charge you
for any labor or our time for the repair. A representative will reach out to you and explain
the process of getting the camera repaired.

I
am sorry to hear you are having issues with your camera and I
understand your frustration. We do insure our packages to
cover any damage that occurs during shipping....

 However, it is my understanding that the original packaging
materials were discarded once the camera arrived.  Quite frankly I have never encountered this issue in roughly 10 years of being in the business.  The typical response I have witnessed, when an item shows up in multiple pieces, is that the purchaser keeps all the packaging materials because they plan to send the damaged item right back in the same box to the company that shipped it.  I am guessing this is why the packaging materials are required by the shipping insurer in order to cover the claim.Unfortunately, in
order to cover any shipping damage the insurance company would need to see
proof that the item was indeed damaged in shipping and not just
accidentally dropped after the camera arrived. The
shipping insurer requires that everything that was shipped, including
the original packaging materials, be inspected to cover a claim.
Consequently, the shipping insurer will not be able to cover the
repair for the damage that occurred to your camera.  I know you also mentioned that our warranty should cover the damage, but unfortunately it does not cover shipping damage or accidental drops.  I reviewed your video of the damaged camera and it is clear that the issue is from physical blunt force to the camera (not from normal use).  The shipping insurance is in place to deal with items that get damaged during shipping and our warranty is in place to cover issues with the camera that arise from normal use.  Our warranty does not cover a camera that has been crushed in shipping or accidentally dropped.  From our warranty, "Please note that our warranty doesn't cover accidents or water damage. The policy works much like a manufacturers warranty would work when you purchase a new item."  
However, given
the circumstances surrounding this unfortunate incident and since we
want to help our customers even if a camera is damaged from their own doing, I would like to offer
you the following solution. We can repair the camera for you and all
you would need to do is pay for the parts. We will not charge you
for any labor or our time for the repair. 
A representative will reach out to you and explain
the process of getting the camera repaired.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

I am sorry to hear you are having
issues with your camcorder and I understand that this must be
frustrating. The extended warranties we sell are serviced through
[redacted] Camera and you would have needed to registered the warranty with
them within 30 days of having...

received the camera. From your message
it sounds like you may have not registered the warranty with them and
that because of this they are unwilling to service your camera.
This I understand is frustrating and we
don't our customers to be stuck with a non-functioning camera. We
are willing to arrange a repair for the item, and only charge you our
actual cost to repair it (parts not labor). Since we will only
charge for any parts needed this should make this repair
substantially cheaper for you. A representative will be contacting
you shortly with information on how to get your camera fixed.

Hi, I apologize for the trouble you had with your order and we have issued a refund to your account.
With regard to the shipping and billing address mismatch on your order, because
sans-serif"> we only deal with high value professional camcorders we are frequently targeted by people looking to use stolen credit cards.  In order to protect our customers, we will only ship to the verified billing address on the credit card statement.  This is mentioned during the checkout process and is also stated in our conditions of use.  Our policy is that if there is a mismatch between the billing and shipping address the order will be delayed until the discrepancy is resolved.
With regard to the bank rep you spoke with, it sounds like they were mistaken or just not willing to spend the time to fix the issue for you.  The AVS filter reported both a no match on your street as well as your zip code.  I can forward you a screenshot of the report and the transaction id information if you would like.  This information is actually provided to us by your bank when we process the transaction.
Anyway, I understand this must have been frustrating, especially if you were in a rush to receive the camera.  I am sorry we were unable to resolve this for you sooner and if you need help with anything else please let us know.

I am sorry to hear you are having
issues with your camcorder and I understand your frustration. Our
warranty period is 30 days from the date you receive the camera.
However, since there was an issue with your first camera and you are
now having...

issues with a second camera we are happy to exchange your
camera for another fully functioning camera. Before we do this I
would like you to speak with a person who is familiar with the [redacted]
Gl2 because it is possible that since you are having the same issue
with 2 separate cameras that it could potentially be a setting you
are using and not an issue with the camera. This would avoid us
shipping another camera and you having the same issues with a third camera.
If we are unable to fix your issue over
the phone we are more than happy to exchange your camera for another
camera. I apologize for the inconvenience and look forward to
resolving this issue for you.
Another option, if you are not interested in an exchange is that we can have the camera repaired at a third party repair shop.  A representative will reach out to you to discuss the options and see what works best for you.

Hi, Your order appears to have been delivered on 1/6/2016 via [redacted], tracking [redacted] and signed for by [redacted].  If it is still missing please give us a call at ###-###-#### so we can help you locate the package.

Review: I placed an order with “OneQuality.com” for a [redacted] XH-A1 camcorder in the amount of ($899.00) to be delivered to me within 7 business days. Upon receiving the package the items below were missing:

1. Battery (BP-950 (955) battery pack)

2. Charger (CA-920 compact power adapter)

3. Memory card (compatible with this [redacted] Camcorder)

4. Stereo video cable (STV-290N)

The only correct item that I did received was the Camcorder – In which “Now” I am not sure if the Camcorder even works due to the items that are missing “are” needed to turn the Camcorder on.

I have a [redacted] Business ([redacted]) and have several shows lined up starting on September 7th 2015. These shows may have to be cancelled and money lost due to OneQuality.com not delivering the products that I have paid for in full.

Below is a copy of my:

• Bank transaction

• Email from OneQuality Representative

• Items promised within purchase

. Transaction date: 08/13/2015

Reference number: Available upon request

Transaction type: Purchase Merchant category: CAMERA AND PHOTOGRAPHIC SUPPLY STORES Expense category: Miscellaneous Stores Code: Available upon request

Hi [redacted],

I just got your message and I apologize for the mistake. I will have them send you a charger ASAP.

Regards,

Dustin

D[redacted] W

Office: ###-###-#### | Fax: ###-###-####

Like us on [redacted]

What's in the box (All Items Are Pre-Owned)?

• [redacted] XH-A1 HDV HD 3CCD Camcorder Body

• [redacted] XH-A1 Built-in Lens

• [redacted] XH-A1 Built-in Microphone

• [redacted] XH-A1 Built-in Viewfinder

• [redacted] XH-A1 Hand Strap

• Battery

• Charger

• OneQuality.com 30 Day Warranty

[redacted] XH-A1 Camcorder Features:

• The Image Quality of High Definition

• Genuine [redacted] HD Zoom Lens

• 3CCD Performance

• Super-Range Optical Image Stabilizer

• Instant AF

• DIGIC DV ll HD Image Processor

• Complete Customization

• 60i / 50i Video Mode Option

• 20x Optical Zoom

• Option of 60i / 50i Video Mode

• 2 XLR Ports

• Optical Image StabilizedDesired Settlement: Delivery of my complete order (each item must be in excellent working condition). An extension on the warranty - since I have not be able to use or test the equipment to insure every item is in good working order, it is only fair that OneQuality extend my "30 day" warranty! If OneQuality does not deliver the items I paid full by September 5th, I will have to take legal action against their company as well as the necessary parties involved. Further I will definitely require OneQuality to refund my $899.00.

Review: I place an order with Onequality.com for a [redacted] video camera on 3/12/15. The payment processed within hours. The item was marked as available. Nothing marked it as on delay, unavailable, or any other form of not ready to ship. The guarantee on their site marks they test and stand behind all of their used products and ship in a timely fashion. All of their wording leads you to believe that they have these items in stock, that they are rigorously tested to a high standard and professionally shipped and cared for. They also claim top-notch customer service, available through online chat (which is and has been down the entirety of my experience), webmail through their site (which gets no response in my experience) and a toll-free number that goes through to a call center where they do not have any information to assist you other than what is on your online status.

It has been 9 business days since I placed the order. I have been trying for the last five 5 business days to get in touch with someone at OneQuality.com. I have spoken to the following representatives at the answering service the toll free number leads to:

3/18: called to check in on status of order. Was told it was processing, had not shipped yet

3/20: called in to check status, a little upset that no update for the order yet. Was told it was given a tracking number but hadn’t shipped. Was not given tracking number. Told it would ship soon.

3/23 spoke to [redacted] –left message for call back

3/23 Male operator, no name given- was told everyone had left at 6, hours of operation state till 6:30.

3/23 emailed through website, onequality.com, emailed through my personal email to [redacted] emailed through [redacted] message, same message to all three. No response.

3/24 spoke with [redacted] who transferred me to [redacted] (supervisor) asked for refund, said she’s send a request. Asked for call back, said she’d send that request.

3/24 Call back came from [redacted] who said she couldn’t authorize a refund but would request a call from [redacted]

3/24 Called in again to speak to [redacted], was told to by [redacted] that she’d pass the request along.

3/24 Emailed [redacted], no response

3/25 [redacted] the supervisor gave me [redacted] and [redacted] email ([redacted] and [redacted] )

3/25 emailed [redacted] and [redacted] in same email, addressed to both recipients.

3/25 got an email response from [redacted] after repeated attempts of phone and email calls. Was not given any options other than that he canceled the order and was charging a 25% restocking fee for an item that never shipped. I requested a call back on 3/26 but have yet to hear.

3/26 Tried calling [redacted] at [redacted] left message for a call back

3/26 found number [redacted], got no answer.

So, at this point Onequality.com has offered no help in the way of customer service. I was never able to get in touch with anyone who had the ability to tell me what was going on with my order. When I did hear back from someone who could help, he didn’t offer any help or options or means of trying to assist me or explain anything about my order but simply stated my order had been canceled. On repeated attempts to call back I have had no response or any luck to speak with a company employee to try to resolve this matter.

As it stands in my view, Onequality.com took my money for two weeks, did not even attempt to ship me the camera I ordered, and upon requesting my money back from them for failure to place my order or explain the delay, is trying to charge me $287.25 of my own money. None of the wording on their website has held true to their claims of level or availability of customer service. I am left feeling that this is a retailer with predatory business practices and am beginning to proceed under that assumption.Desired Settlement: I would like to get all of my money back as quickly as they charged my card. Which was immediate upon placing the order.

Business

Response:

I am sorry to here you had such trouble with your order and we have issued a full refund to your credit card. If you have any issues at all please let me know and I will be glad to take care of it for you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Sincerely,

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Description: Video Equipment - Sales & Rentals, Video Equipment - Service & Repair

Address: 65 High Ridge Rd #204, Stamford, Connecticut, United States, 06905

Phone:

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Web:

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