Ordered Lens - Empty box

[Ahoevel11]

Hello I am trying to figure out how to go about this issue, last year I ordered a RF 100-500mm off of canons amazon page. When the package arrived it was very light so I recorded myself opening it to reveal the original packaging without the actual lens inside. Included was the lens case and lens hood. When I contacted amazon about it, they instructed me to return the package so I did. But then they denied the return and when I called to figure out what was going on they stated that it shouldnt have been returned and they thought I removed the lens and sent the empty box back, I sent the service agent the video and they said there was nothing they can do and that I need to contact canon. I cannot for the life of me find an email to contact about this issue. Im out of $2800 and lost my passion for photography, and amazon said they cant help even though they sent me an empty box. Please help!

[shadowsports]

Greetings,

Who did you purchase the lens from?  Was is shipped from and sold by Amazon? Or was it from a marketplace seller?  For reference, Canon does not have storefront on Amazon.  

Amazon is an authorized Canon reseller.  Many 3rd party marketplace sellers are not.  I would contact the seller.  If that was Amazon, contact them.  

In the future, I would only make purchases directly from Canon or an authorized dealer.  Amazon (must state ships from sold by). B&H, Adorama, etc.  

Here is a list of authorized dealers.  

[Tintype_18]

Either the seller kept the lens or someone along the pipeline got a nice lens to pawn. Good luck in resolving the problem.

[Ahoevel11]

Hello,

Thanks for the reply, the lens was shipped and sold by Amazon, I’ve contacted them and sent the video of me opening the empty box showing no lens inside and they still didn’t do anything about it. I’ve talked to roughly 30 representatives. Thankfully I payed through affirm so they have opened a case against Amazon, had I not done that I would be up the creek without a paddle. Amazon essentially said it’s not their problem and that I should contact canon. But I have been unable to get into contact with canon yet.

[Ahoevel11]

Hello, 

Someone definitely scored and it wasn’t me lol, they got the lens and the registration. Original Amazon packaging so it didn’t get altered during route and the shipping weight was 1/3 what it was supposed to be. Seems to be an internal Amazon scam

[deebatman316]

Was a warranty card in the box and was it for the U.S. Market or a different market. This is very good clue that the item was a Gray Market item. Canon USA NEVER sells Gray Market camera gear to its users. Gray Market means that a product was intended for sale in a different region than sold in. In the future stick with Canon Authorized Dealers.

[Danny]

Hi, Ahoevel11!  While your first course of action is definitely to talk to the vendor, you can reach our sales team by phone at 1-800-385-2155 or by chat HERE.  They're available Monday through Friday.

Hope this helps!

[shadowsports]

I don't see how this is Canon's responsibility, or how they can be inserted into this transaction if you didn't purchase directly from them.  Amazon (ships from and sold by) is reasonably good, but I've had to fight with them over the years where they have been extremely petty.  Not honoring shipping/delivery commitments or trying to refuse an exchange within 30 day return window for a defective product.  All I wanted was a working toaster oven.  😂  

You have a serious uphill battle a head of you, but $2800 reasons to pursue it.  I wish you luck.

[deebatman316]

Agreed this is an Amazon problem and not Canon since it was purchased from Amazon and not Canon USA.