"Easy to use site and good prices. Good customer service."

"Primotronix is bunch of scam bags, stay away."

"The price was the best and the company called to verify I placed the order online."

"A REVIEW THAT WENT FROM LOVE TO HATE TO LOVE AGAIN!

Primotronix has great prices. They had the cheapest price (not red flag WTF cheap) on a Sony camera I wanted, and they had free shipping. I ordered online quickly and without issue. Then I got the ubiquitous online electronics store "courtesy e-mail," asking me to call them to answer a question before they could send it. That's okay, I expect that when I'm trying to save money online with electronics. These guys are just trying to make a buck, so just make sure you're ready for the call so you don't get pressured into buying something you don't need. Anyway, I was ready for it—and told him I didn't need any extra accessories as this was a replacement unit for one that broke. He kindly stopped the hard sell immediately and shipped it. Easy. Shipping was slow (but free, so it's hard to complain) and it came with a signature required (this was never stated anywhere) which was a hassle, but again, free.

Had it ended there, as most transactions do, I would have given them 5 stars. But it didn't. The camera's lens barrel did not turn smoothly throughout its range. I couldn't find any reason for it—no visible ding or mar on the piece. The box itself was missing the manual and the warranty card, so I don't know what the deal was, but the camera was defective for me, so I requested a return expecting a fight. To my surprise—no fight. I received an RMA immediately and prepped the shipment. Go Primo! Unfortunately, I had to pay for it, which eroded the price difference a bit, and the reason I ordered from them in the first place. But whatever, I sent it.

I got delivery confirmation on the 13th, but when I called to check on the status of the order, they told me they processed it on the 17th and it would take 7 business days from there. I should note that the 13-17th were all business days. I called again a couple of times to check on the progress of the return, and even when I called during their narrow business hours window, the automated phone message stated they were closed (not a holiday either). I finally talked to a human after waiting on hold about 15 minutes on the 29th—still no sign that my camera had shipped and no commitment to a ship date.

I then posted a review here on resellerratings.com. Very shortly afterward, Roger—the gentleman who seems to be in charge over there—called me and copped to dropping the ball, and apologized for the poor customer service. The camera was on backorder and he said he should have communicated that to me. He actively monitors this site, which says he's no dummy. He said it had just come in and was shipped out for next day delivery. His response actually made me increase my rating, as I feel he is genuinely trying to build his small company and I can empathize. It's a shame it took a sub-par rating on this site to get it done, but all signs point to Primotronix being understaffed, but having its heart in the right place. I suggested to Roger that he train his staff to deliver the same level of customer service and communication that he provides. Read around and you'll find many reviews here praising his customer service. He just needs to be more proactive in avoiding these issues and communicating with his customers.

The moral of the story? Only cheap and ignorant customers blindly demand the lowest price and impeccable, best-in-class customer service. If money is tight for you, and you're understanding of a possible hiccup here and there, this company is up your alley. As I said before, had I not received a bum sample, this transaction would have gone smoothly and I would have given Primotronix 5 stars. 90% of their transactions likely will occur without incident. To me, that's a gamble I can afford. And when they did face a problem, even though it took some time, they made it right in the end.

So kudos Roger, for turning a poor review into a positive one. You seem to know what it takes to make customers happy. I challenge you to proactively elevate your staff expectations up to par with your own, so that you have less issues to begin with, less fires for you to personally put out, and more positive reviews from the start here on resellerratings.com."

"Great , prompt customer service . Happy with purchase."

"Worst company / customer service ever. This company is a pure bait and switch company. They try to upsell and when you don't buy any of their upsell products, the end up cancelling your origional order. Very rude and insulting customer service. Never buy from them."

"Great customer service and communications. Will definitely do business with them again!"

"I bought a digital camera from them a short while back. Except for some difficulty at the onset, I've had no interaction with them. As for the value of the product - and their pricing was a significant factor in my decision to purchase this camera - I've seen nothing better."

"Great prices and even better custimer service."

"Price was excellent. Good service."

"Great customer service. Pricing was good."

"great customer service. called to verify different shipping address"

"Good customer service. Nice product !!"

"Call to make sure you have gotten the correct order and it will be shipped to the correct place."

"Had best price for the camera I was looking for."