The following is a detailed account of my experiences with Ritz Camera, a company I tried to do business with but quickly discovered that they are not reputable nor are they interested in true customer service. Deal with them AT YOUR OWN RISK.

On January 12, 2011 at 7:45 p.m. I ordered from the Ritz Camera web site a Nikon D7000 body, paying with PayPal. The next morning (Thursday) I realized I wanted to also order an additional battery so I called Ritz to place the order. The Sales Representative told me I would have to cancel the first order and order again to include the battery. I explained that I wished to pay for it with PayPal and they had already put a hold on $1199 in my account so I could not do it that way unless my account was credited immediately. They insisted to the point I had had enough of dealing with Ritz so I instructed the clerk to cancel the entire order and refund my $1199 back to my Paypal account. They indicated it would happen within 24 hours. 24 hours passed and the site continued to say that the camera was on order and awaiting shipment. No indication of a cancellation. So, I called their help number. After a 20 minute wait, a clerk finally agreed to cancel the order (something that was already supposed to have happened) and my account would be credited within 24 hours. 24 hours passed and there was no credit to my account. So, this time I decided to use their online direct customer service. Here is a transcript of that conversation:

Please wait while we find an agent to assist you...
All agents are currently busy. Please stand by.
You have been connected to Akon S.
Akon S: Hello Sylvan. Welcome to RitzCamera.com. I will be glad to assist you.
Sylvan: Please get my refund processed with Paypal as I was told would be done two days ago.
Akon S: I would like to inform that the order will be cancelled shortly.
Akon S: Please note that we do not charge our customers until the order is shipped.
Sylvan: When exactly is "shortly"? You are holding my money.
Akon S: I am sorry; we have just authorized your PayPal account.
Akon S: The authorization will fall once the order is cancelled.
Sylvan: I cancelled the order on Jan 13. That is the problem!
Akon S: The order has not been cancelled.
Akon S: We have sent a request to cancel the order.
Akon S: The order will be cancelled within 24-48 hours.
Akon S: The authorization will fall once the order is cancelled.
Sylvan: I CANCELLED THE ORDER ON JAN 12!!! If you have no record of it, cancel it now and refund my money!!!!
Akon S: The item on your order is an online exclusive item which will be shipped out from one of our warehouses.
Akon S: We have forwarded a request to our warehouse to cancel the order.
Akon S: The order will be cancelled within 24-48 hours.
Sylvan: That is exactly what I was told two days ago by a customer representative. I am getting the runaround.
Akon S: Please note that we have not charged your account as we charge our customers only at the time on shipment.
Akon S: We have just authorize your PayPal account.
Akon S: The authorization will fall once the order is cancelled.
Sylvan: PayPal seems to disagree; $1199.99 was paid to Ritzcamera.com on 1/12/11.
Akon S: The charges you are seeing on your account is just an authorization.
Akon S: We charge your account only at the time of shipment.
Akon S: I will forward a request on a high priority basis to cancel the order and remove the authorization.
Sylvan: The $1199.99 is being held up pending completion. Therefore, I cannot get my money until you do whatever you should have done by now.
Akon S: I sincerely apologize for the inconvenience caused.
Akon S: Please be assured that the authorization will be removed at the earliest.
Akon S: I will forward a request on a high priority basis to cancel the order as soon as possible and remove the authorization.
Sylvan: Quite frankly, you are my fourth attempt to get this fixed. Now I'll start a claim from the PayPal end and your company can deal with that. I do appreciate your high priority. Perhaps that will do something.
Akon S: I request you wait for few more days to see the authorization removed.
Akon S: I am sorry for any inconvenience caused to you.
Sylvan: No. I have been waiting for three days. That is long enough.
Akon S: I will make sure that the order is cancelled and the authorization is removed.
Sylvan: I really appreciate your help. When can I expect confirmation of that fact?
Akon S: Can you please confirm your e-mail address and telephone number?
Sylvan: sylvan@sylvanwells.com, 781-361-1471
Akon S: Thank you for the information.
Akon S: We will notify you with regarding the update as soon as possible.
Sylvan: What does "as soon as possible" really mean? Be specific.
Akon S: We will give you a call back as soon as the order is cancelled.
Akon S: We will get back to you once we receive an update.
Sylvan: That still gives me no time reference. I guess you proceed on your end and I will proceed on mine.

It is now Sunday. The Ritz web site now indicates that my order was cancelled by Ritz not having the item in stock. That is simply not true (a bald faced lie by very disreputable company) but I will take it if it expedites a release of my money. However, my PayPal account indicates that Ritz still has a hold on my $1199. I have now started a formal complaint with Paypal. I am sure that ultimately this will get resolved.

It is now Tuesday, January 18, 2011. Tomorrow will be one week since I foolishly placed an order with this terrible company. Although I cancelled the order at 9:00 am on Thursday, Ritz continues to exert a hold on the funds in my Paypal account so that the funds cannot be used. To date Paypal has not resolved the issue.

It is now Thursday afternoon (January 20, 2011-8 days after this debacle started). While on the phone with PayPal, PayPal finally took the hold of my funds! Hallelujah! Ritz Camera, through it all, never helped or, in any way, tried to cooperate, with me or with PayPal.

As you can see from the above, dealing with this Company is an excercise in futility and frustration. DEAL WITH THEM AT YOUR OWN RISK. As I learned the hard way you are much better off dealing with B & H Photo and Adorama, two online photography sellers who do treat their customers with respect.