Take your time and $ elsewhere
Sadly the worst service, on multiple occasions, that I’ve experienced at any camera store in the city. TLDR: If you are in any way exploring photography, or looking for input on cameras to rent or buy, I highly recommend taking your time and money elsewhere. As a frequent customer, I bought a used film camera here. The price was higher than similar models elsewhere, but I was in a rush before traveling and also willing to support a local business I felt I’d become familiar with. Despite being listed as tested and in excellent condition, the camera did not make it through a full roll before suddenly going dead. It comes with the territory, but as I had to buy another option, I brought the camera back to K&M. The store manager’s first response was to ask what I had done to cause the camera not to work. When I explained the situation, he stated that they do not accept returns other than for store credit, no exceptions. When I asked they try to see if they could get the camera to work in that case, he took it into the back and came back shortly after, apologetically agreeing that the camera had not been up to standard. I was offered a refund, and I left the situation willing to call it a fluke, though I was disappointed by the immediate assumption that had been made and the indignant attitude I was met with despite remaining calm, clear, and respectful. This week, after continuing to shop at K&M, I stopped in wanting to explore film lenses to rent or buy. I soon understood what I was initially looking for was not commonly available, and so asked about alternate recommendations to rent or buy from their selection. I left the store with a specific model to rent from the business’ separate online rental department. Unfortunately, it was not made clear to me that the rental department does not operate over the weekend (rentals must be made on a Friday, requiring a 3-4 day cost even if picked up and dropped off within a shorter window, as would have been with my case). As soon as I realized this, I stopped back in to ask what other options would be available. I was asked to come back at a later time to speak with a manager. Despite returning and waiting to speak with the person I was told to ask for, I was handed off to three additional team members. In speaking with person who was finally able to lay out a few options, I was told that my original request (the reco from K&M) was “not a professional choice” and that “I wouldn’t have any need for that kind of camera unless I was planning to head into a war zone”. The staff member jokingly asked if I “would even be getting paid” for the shoot I was looking for an option for, which felt inappropriate, and irrelevant to the functional ask we were discussing. He repeatedly suggested that I instead purchase a different used model, which would have come out to a similar cost as what I was looking to rent. When I calmy restated that I was interested in trying the specific model I had been recommended by renting it, instead of committing to something unfamiliar (again returning to the suggestions provided by their own team) I was told I was “throwing a lot at them and it wasn’t clear what I wanted”. I felt taken aback and at a loss, not only by the disrespect I was being met with, but the apparent lack of interest in making a sale or a profit from an intentional, motivated customer. As a passionate film photographer with over a decade of experience, I have up until now felt nothing but at home within the diverse photography community that exists in NYC. I am a member with several photography stores and have bought cameras and developed all over the city. Perhaps as a result, I continued to offer this store the benefit of the doubt, even acknowledging my own misunderstanding or lack of awareness within certain asks or areas of interest. I am disheartened to now view K&M as a business with a complete lack of regard for someone looking to build their skills, or invest in advancing a love of photography, let alone simply treat a customer with respect and validity.
By Shanti B.