"It’s not.
They’ll send you a quote and if you say that feels icky and scammy, they’ll get back with a “better quote”.

There’s no “better quote”.
It says free it should be free. "

"They website shows the item available, you pay them and place teh order and then no news until you get worried and call them. then they tell yes you need to wait for an unknow amount of time.

Very bad experience as we lost some time. "

"Ordered some product. Called the store to place the order. Was told the items would in two or three days. Four days pass, I call them. "It looks like the product has shipped, but our receiver isn't in today so we can't go look in the back." Really, you can't walk to the back of the store to look? Call them back two days later. "It has shipped but I don't know where they are. Let me look and I will call you back." No call back. I call them the next day. "Yeah we can't find them, but let me look into it and I will call you back." No call back. I call them the next day. "Don't know what to tell you they have gone missing." Can I order them again? Will there be here for the holidays. "Not likely but I will place the order".
I have spent a fair amount of money at this place, even with the mediocre service. I have had basically the same experience every time I have ordered a product that was not on the shelf, always takes way longer than you are told. I don't care if it takes a long time to arrive but it is on the employee of Vistek to set that expectation. If you can't deliver within a certain time then don't make that statement. Set a realistic expectation, you will have happier customers that won't continue to call because they were given misinformation. Never again."

"Called and they stated they do not sell video cameras, the idiots!"

"So this might be a long review but its been a bit of a crazy process.

I purchased a BMPCC 6K camera brand new from Vistek. Upon opening the box, the camera had a strange rattling in the body as if there was some sauder loose inside of it. I called Vistek to ask what to do, they agreed it was concerning and transferred me to their Online Sales customer service department. I had the camera in my possession for less than 20 minutes at this point. I spoke to 1 customer service rep who offered no help, told me I would have to reach out to the manufacturer directly to warranty the product. Which is absolutely ridiculous, why even buy from a store in the first place if not for piece of mind that buying a new product would be in new and perfectly functioning condition. Anyways, after a short discussion I ended the call and called back assuming I just got someone new. I reached out again and spoke to another customer service rep who was more helpful, apologetic and said they would send it to their manager to sort out and email me back.

I heard back from the manager, who also said they would not accept a return or swap the product. I made my case above and asked them to swap the camera for a functioning one and then warranty the broken one they sold me on their end. They agreed and said they would send over shipping information (great, this makes sense).

An hour later I hear back from the same manager saying they can't warranty it for me and I again need to reach out directly to the manufacturer or get them an RA number. They easily could have done this themselves, as all they needed was the purchase invoice, name & camera serial number to process the exchange with the manufacturer, which they already had on file from the original sale.

At this point its been a week and I needed the camera, so the expedite the process I CC'd both Vistek who couldn't seem to figure it out and the manufacturer of the product to see what I could do. The manufacturer offered to have the camera returned to them and swap it for another, great. 2 business days later I get my instructions and the manufacturer is asking me to ship the camera to them at my cost as if it was a simple warranty and that they are not responsible for any lost product during shipping. Vistek is no where to be heard from or found at this point. Also, the replacement won't be in stock until June 23rd (2 months post purchase date).

So now, 3 weeks from original purchase date I have no functioning camera, am going to be out $100+ on shipping and have to wait another 6 weeks to start using the device. The whole customer service process was abysmal, unapologetic and uncaring. I would never ever buy from these people again and highly suggest you do the same. "

"placed my order mid March , they said it will be shipped in 2weeks.

after 2weeks they said another month, now I have been waiting a month and half,

they are saying it will be probably shipped in 5weeks. that's almost 3month later since I made a order

I could have bought it from other seller if I have known it from the beginning

now the camera I wanted price went up everywhere and I have to pay extra $120

thanks Vistek

"

"They were very helpful and friendly despite I made 2 mistakes in web ordering,. A.Luke and websales team have worked toghetter to help me and I received the product (Laowa Lens) well packaged and in 4 days! Thanks"

"Yesterday, my husband bought a $5,513.27 video Camera from Vistek. We had seen concerning reviews about them online and thought to protect ourselves by doing our due diligence. So, we call the store and to get their assurance that the camera was indeed in stock and that there would be NO issues. A guy called Alex, assured my husband that they had it in stock and that he would personally ensure that the camera would be waiting for him by the door to be picked up the next day ...and he charged my husband’s credit card.

Today my husband printed his e-mailed order payment confirmation, took his driver's licence and went to pick it up.

Even though this was an ONLINE purchase, he had proof of payment and ID, they told him that they couldn't give it to him because he didn't have his credit card with him (nothing of this was said on the e-mail btw). My husband, sensing something was off, did not want to leave it for another day, so he gets back home to get his credit card BUT (less than an hour later) when my husband shows up again at the store with his credit card on hand he learns they did not have it in stock... They NEVER DID!!!

It was very upsetting to see my husband leave home excitedly to pick up his camera and waste two trips to finally return home angry and disappointed... Awful!.

To put an icing on that cake, they actually had the audacity to ask my husband to wait for it (he refused of course!). When he got home we called our Credit Card company to warned them of what had happened.

They really ARE an awful bunch of fraudsters and swindlers!!! "

"Bought a used lens and had an issue with fine dust in the lens and they had it cleaned it for me with a quick turnaround at no charge. "

"I didn't know this company and all communication was done with Anthony Luke. He was super attentive and answered all my emails as if the only task he had on the day was to answer me, I was very happy with that. And I was also very honest with him because I showed him this page of reviews and his response was great. I felt safe, so I bought the equipment I needed (and they were expensive equipment) and they arrived at my house before the given estimate, which was awesome. I just didn't put that this review deserved 5 stars because on the products page it said "free shipping" but going into more details, the products themselves did not fit into this category because they were "oversized". Anyway, I got the products I wanted, and that no other store was able to offer. I apologize for any errors in the text, as English is not my primary language."

"Ordered EOS RP camera on the 25th of December with the delivery date expected for two weeks. Two weeks later I called to follow up only to be told it was back ordered. Had I was made aware on the website that this is the case I wouldn’t have made the order in the first place. 3 weeks later camera came but missing the adapter which apparently was also in back ordered. Camera requires adapter to be functional. 2 weeks later still no adapter but they have already charged me the full amount of the camera and adapter. Warranty is ticking with non functional camera in my hand. Called numerous times and was even suggested to buy another adapter that is compatible but way more expensive. ( a way to upsell their product ). After numerous inquiry Web sales manager finally responded only to be told that I should be more understanding of the whole situation that the whole thing is out of their control and that if I return the camera “another customer will be pleased to buy it”.
Never have I encountered such unprofessional response. I’m never buying anything from this company ever again."

"I can honestly say that i have never been more disappointed in a stores customer service response as i am with the folks from Vistek.
Short version of a very long story - I returned some items to Vistek that should never have been shipped to me as the ordered was requested to be cancelled over a month before the items were to ship. There were no special order conditions on the items, they were simply on backordered at the time.
Once i received them i spent a week late November, early December trying phone calls and emails to get ahold of Vistek to discuss the issue. Finally got ahold of a customer service person and after another few days of back and forth Vistek sent me a prepaid return label. All i had to do was box it up and send it back to get a refund, which i promptly did on Dec 09 20. No issue right, wrong.
I kept tabs on the tracking and it arrived in Toronto on December 20th, went out for delivery early in the afternoon and for some reason was returned to the post office. I reached out to Vistek a number of times over the next week informing them that the item was at the Toronto Post Office waiting pickup. I even reached out to Canada Post myself to try to resolve this issue but they told me Vistek had to resolve as it was a prepaid shipment.
After another week and a half of calling and emailing Vistek, to no response, the package was returned to me because Vistek could not be bothered to make arrangements to contact Canada Post to resolve the issue.
I even attempted to contact managers via email this week to no response again.

I don't usually right reviews positive or negative but this is beyond reasonable and i believe folks should be informed to make good choices."

"Worst sales and online experience. I am not sure why other vendors like Atomos are reselling their products through them. "

"Pressed free shipping and the payment summary said $60 FedEx shipment. Something I did not want. So I clicked back and forth between Free shipping and FedEx options to figure out what was wrong, and it finally decided to agree with me; Free Shipping option now meant "Free Shipping" in the Summary. Made sure everything was FREE SHIPPING. Submitted it. Checked my order history just to make sure the order went through. Turns out, they STILL CHARGED ME $60 FOR FEDEX. Either I get my refund or FedEx better be crawling in my bed giving me my lens by tonight. "

"Terrible awful store. Lie about 'in stock' when they don't have it. Total waste of time. Look at all the terrible reviews - there is a reason for that, they are truly deceptive."