I hate Henry’s Waterloo store. Why? Let’s review the security camera footage…
A man walks in, approaches the Canon counter, sets down a camera bag, and waits to be helped. He dinks around with the iMac on the counter for a while. Looks over the lenses behind the counter. Checks his Blackberry. Takes a couple steps over to the studio strobes and look at them for half a minute. Comes back, checks his Blackberry again. Looks at the point-n-shoot cameras in the display case. Checks his Blackberry again. 45 minutes pass in this way. He picks up his camera bag and leaves. Not once in this entire interval did anyone approach him, ask what he wanted, or even glance at him. He was invisible. He seemed accepting of this. Perhaps it’s not the first time he’s had this experience at Henry’s.
Was he a ghost that only the security camera could see? What did he want? Was he just standing there to keep the carpet from curling up? Was he there to buy a $2 pack of lens tissues? Or maybe he was going to drop a couple Gs on another Big White Lens. I guess we’ll never know.
My sympathies. I find my service varies greatly, and I have to be VERY proactive if I want something resembling a competitive price. I think its most redeeming qualities are (for Waterloo) the selection, and the fact that it’s a large chain. So I tend to buy big things there because I have a warranty that is more likely to be honored in 2.5 years when I need it, and I’ll have choices as to where I can take the device in for service.
But otherwise, I’ve had MUCH better mileage ordering stuff from the US – such as mpex.com. Henry’s couldn’t even come close to their pricing on PocketWizards even after taxes/GST/Shipping/whatever. And the mpex folks were pretty darned smooth about making it all happen – even accommodating my desire for “Expedited UPS Shipping” (the lesser evil of the UPS shipping options… and there’s a rant I’ll spare you.)
For what it’s worth, I’ve been in twice in the last week or so and got good service – but it does vary greatly. Again, my sympathies.
You don’t have to tell me about UPS. Or any of the other 168 people that have commented on it…
http://www.thegatesofdawn.ca/wordpress/posts/2006/12/10/ups-brokerage-fee-class-action/
I do all my Henry’s purchases through a single person. I met this person when I bought my Nikon. I have thier card. I call them and only them with all my questions and purchase requests (lenses, adapters, tripods, lens paper, everything regardless of value). By having a single point of contact, I seem to get better service. When I have to go into the store, I call my guy to make sure he’s there and that he know’s I’m coming in. When I arrive, I simply ask for him and he takes care of me. That’s what a business experience should be. I can’t speak for the Waterloo store, but I know in Ottawa the individual sales by the salespeople are tracked (recorded or commissioned, whatever) so perhaps this is why ‘my guy’ at Henry’s tolerates me.
J.
You think thats bad I was in Henrys today and I wanted to buy some paper. I brought my receipt with me from my purchase at their sister store ( Headshots ) The price at the Henrys downtown location was 20 dollars more expensive than Headshots. I even called Headshots to make sure the price hadn’t gone up since I bought it a few days earlier ( it hadn’t ) I spoke with the manager at the store and she told me that it wasn’t the case. ( she wasn’t even polite about it ) I asked her if as a customer she was telling me that I wasn’t correct.. she said yes….. its soo typical at Henrys. The customer is never right..thats if you can even find someone to help you. Henry’s is a terrible store and the one on Queen st. is particularly bad. The prices their are inflated. Seems strange that made me drive across town to Headshots and made me buy it there instead of just calling them and giving me the lower price. Henrys is filled with people who hate their job… and don’t want to be there…
I always feel small when I leave there. They have my money and I’m not really sure what they sold me. How can I know when the salesperson spends more time watching out for his next victim than answering my questions? Dam commission sales.
Oh that’s disappointing.
Disclaimer: I teach photography at Henry’s School of Imaging. All over the GTA, and I’ll be at the Waterloo store (for the first time) today 1pm-4pm, teaching Canon cameras.
That said: I am a full-time professional photographer and I do not work for Henry’s. The School of Imaging is simply my customer some hours every week: I am not an employee. I have nothing to do with the stores. I am not linked with them, and do not get any commission or anything like that. So I feel I can voice an honest opinion.
And that opinion is: While the behaviour you outline here is unacceptable, it’s rare. I really like Henry’s because the people who work there are all passionate about, and knowledgeable about, photography. They’ll usually happily spend half an hour talking to you about this option or that technique. I find it a pleasure to spend time in the stores.
So I do hope that your experiences were really as rare as I believe them to be. I’d much rather buy at a store where staff are knwoledgeable and passionate than at a bog box store where they know nothing.
Just bought a Canon 7D at the Oakville store yesterday, to add to my 1Ds MkIII and 1D MkIII… now have to go earn that moeny I just spent…
Sorry to disagree you you Michael but you are a liar. You do work for Henry’s. If you teach for the School of Imaging, you work for Henry’s. The pay check you get is from Henry’s (or correctly, Cranbrook Glen Enterprise). You might be on contract and not full time but do not lie to the people ion this blog and say that you do not work for them. You Do.
Plus, to say you bought a camera the day before from their Oakville store, Who cares. You get Henry’s discount as an employee and got the camera at cost. Stop butter up your pay cheque and tell the truth. Henry’s Camera was once a good store when they only had 2 or 3 location but now that they are the new BIG BOX STORE, their quality sucks.
I hear you on that one; however, Henry’s is not the only culprit. Many retail stores have poor customer service. AND the only way to change this is to shop elsewhere. Future Shop is no better and in my experience its sales reps are rude and lack social graces required to be a good sales representative. Customer service is what a sales rep provides; but instead of being of service they are being of greed. Bottom line to them is the $$. Poor customer service is what we complacent Canadians come to expect – now and then you have a squeaky wheel, but that person is lonely and can’t carry the load. Much more power in numbers. Watch out you may become the unwanted and banned customer, like the Tim’s burnt coffee guy.
Micheal, you are wrong and because you a known and a “friend” to Henry’s the staff recognize and treat you well.
If you listen and watch you’ll see most staff are pompous and arrogant. They think they are such great photographers blah blah blah, just about every staff I have talked to can’t answer my questions!
Maybe the stores you frequent are better, but you are wrong to say it is “rare”.
I have sent a message to Henry’s headquarters and have yet to hear back from them regarding an offensive sales person! I feel quite intimidated by this sales person, he’s turned agressive ever since I returned a big purchase he processed.
This is the email I sent to the info@ adress.
I don’t usually take time to write email to complain , BUT ENOUGH IS ENOUGH !
I walked in the Waterloo location 2 weeks ago , to be ignored for over 30 minutes by 2 staff “chit chatting” about facebook ,weather,etc….That is until Ron Hewson showed up and noticed that I existed and that I might need help..
Not only did Ron help me , he answer all question I had and even had a few tips on Microphone input for prosumer Camcorders. Ron should get a medal and raise !
So tonight I returned to the store hoping that Ron would be working ,but no dice … We turn our attention to a customer service representative with red hair that insisted on looking down.
She did NOT greet or acknowledge us ,she was about 4 feet away….SAD !!!!
The Camcorder in question is the Canon HFS 100 , when I walked in the Waterloo location 2 weeks ago that Camcorder was $749 , speaking to my girlfriend
I expressed that the camera is now $999 , staff member “DEAN ” finally acknowledge that we are present and told us (Sarcastically) that
” STUFF GOES ON SPECIAL SOMETIMES DUDE” while walking away….. ( Please note that as a consumer I do grasp the basics of promotions)
1. I was not speaking to your employee at that time .I was speaking to my girlfriend. (sarcasm was not required nor wanted)
2. The red haired employee (had a grey shirt ,store manager ?!?!) heard the comment made by Dean and seemed amused.
3. Once again received no greeting by ANY of your staff….(please note that my girlfriend and I we’re the only customers in the store at that time)
I wanted nothing to do with Future Shop / best buy (Big box stores) , I would rather encourage local specialized businesses such as yourself.
I know that your company takes pride in over 100 years of service ,I truly hope this not the new standard your are implementing store wide.
This absolutely is un-acceptable to us , I was hopping that this was one of those Hidden camera shows, where everyone starts laughing because its a joke…
Un-fortunately it was not , and the only joke was the customer service provided at your Waterloo location.
thank you for your time and consideration.
Big fat guy at the Waterloo store is a jackass. Made my wife feel like an idiot.
I’ve been going to the W’loo store for at least 6 years – seldom get the time of day and nobody knows me. Bought 2 DSLRS, some white lenses, bags, gear etc.
But there is nowhere else to go. They have selection and a place to set up shop. If that is all you need you won’t be disappointed.
Kijjiji has better service.
I don’t get it? Doesn’t anybody own that store?
I’ve only been in there a couple of times and found it unlikable; seemed like a hobby-business owned and patronized by the same bunch of in-laws, distant cousins and old friends from high school. Folksy, if you like that kind of thing.
Anyway, the time has come for me to make the leap and spend a couple of grand on a nice Nikon. Having seen in the reviews above that my personal perception of Henry’s in Waterloo is shared by dozens of patrons over the last two years *at least,* it looks like I’ll be taking my brown bills elsewhere.
Thanks for the feedback, all!
I have had great experiences with BJ Photo in Waterloo – prices are competitive with websites, and they have a good selection.
So this person walked into a store and just stood there waiting for someone to come up to him instead of actually asking for assistance? Heaven forbid a store let someone just browse in peace until they talk to a salesperson, oh lawdy Henry’s sure must suck!
Dumbass.
@fsdgryh:
Your sarcasm would be better placed where there weren’t TEN CORROBORATING COMPLAINTS following the one you lambaste with reckless, ill-bred and foul-mouthed ire. In fact, it is the very recklessness of your retort, the way you don’t seem to care enough to consider the problem in carefully, that makes me wonder if you “work” there.
Listen, I’m glad to live in a place where shallow, shit-talkin’ good ‘ol boys like you can find solace in each others’ company through the facade of retail camera sales; but why leave the place open to the public? Wouldn’t it be easier for you to make it official and hang a “members only” sign on the door?
Hi . I live in cambridge. I have done the majority of photo shopping at henrys in Cambridge. The sales people are nothing but helpfull and friendly .A couple of times I have had to return items and they did what they could. A user friendly store for sure. i would rate them a 9 or more out of 10.
Just a quick follow up on the email I sent to them back in June. So I did receive an email 3 days later and I honestly suspect that the girl that ignored us and that was amused by DEAN the dickhead was the store manager and the person that replied to my email….(Could see that my email was forwarded internally to 3 people before getting to her)
Anyways the email I got back from them said to maybe deal with Ron next time I come in…. WTF ????? I wish they would simply CLOSED that location before they insult or piss off more consumers…
Dean if you ever read this YOU ARE A DOUCHEBAG ! and Ron if you ever read this thanks for your help you were brilliant !
This is a great find !!!!!, I think I will buy my new camcorder online…thanks folks
Wow, I didn’t realise I wasn’t the only person with this experience at the Waterloo location. This has happened to me at least twice. At any rate, I don’t go there anymore; there are enough other places in town to buy cameras and supplies.
Not sure what’s up…I’ve shopped at Henry’s for years. I bought all of my equipment from them, and from multiple locations (not just the Waterloo store). I’ve been treated with nothing but respect at all locations. Numerous family members of mine found the same thing. You guys just must be one of those “high-maintenance” customers, that expect royalty treatment. If that’s the case, no wonder you got treated like crap! You deserve it!
B&H Photo in NY is excellent — wife got me a 70-200 for Christmas and it was $400 cheaper even after shipping and duty+taxes. Now B&H have a dedicated Purolator (not UPS or FedEx with their crazy brokerage) that precomputes and includes duty into your order, it’s even better because you can see how great the prices are. The warranty thing might be an issue, but I’m not sure how much since I know many people order via the US.
Definitely recommend that over the local Henry’s — better selection, almost as fast, and saves hundreds of $$.
This is very interesting to me. I went to Henry’s Waterloo recently for the first time. I only went to that location because I needed to exchange a gift that had been purchased there. While I did eventually get good and friendly service from one fellow (don’t know his name), I found it odd how long it took to get someone’s attention. When I entered the store, I walked right up to the Canon counter, but no one came over. I looked over to the back corner, where all the staff seemed to be congregated and chatting. I finally walked back to where they were, and at first they all seemed unwilling to stop their casual conversation. Finally the one guy looked up long enough to ask if I needed something. I certainly wouldn’t get away with that where I work!
My father had purchased from the Queen street location for many years, and I have bought three cameras and accessories from the Waterloo store since moving to Waterloo.
In each case, I was approached within 5 minutes of arriving in the door, and had courteous service. Too this, the camera I bought yesterday was the LOWEST price in North America I could find. Not even the USA prices were as low. Granted, our dollar value is higher these days, so that may have something to do with it. I expected them to be a little higher than the big box stores, but they were $20 cheaper.
So, kind of sad to see the experiences posted here, as I haven’t had them at Henrys. And yes, I suppose I do expect a bit of camera snobbery going into specialty shops. I bought cheaper gear and was still treated with respect. However, that doesn’t remove human factor from any location. Perhaps they’ve had their share of bad eggs working at the store or still do.
Well, this all sounds discouraging! But as l am going there today because it was recommended by 3 other stores that do not carry the parts l need. (will make sure l lookup other places to visit as l am from out of town)l will let you know how I did with service.
I have to chime in here about Ron. I highly recommend him and refuse to deal with anybody but him. He knows what he’s talking about, he doesn’t pressure you and he’s a pleasure to deal with. He never rushes me out of the store. Anytime I am planning a trip to the store I call ahead to check his work schedule. Ron rocks.
wow -i’m glad I saw these comments – and hear that many others thought Henry’s staff are not good. I wondered if it was just that one girl but for sure now I won’t go back.
Thank you.
I’ve dealt with dean many times and he’s actually saved me money and time. I know he’s a local photographer and he knows his shit. I’ve tried dealing with others and havent been nearly as successful.
I deal with one of two people period…. Dean or Ron.
Two examples: First time going into the Store dean approached my gf and i and and told us he would or someone else would be right with us.
My gf had to take a pee right bad…I asked if their was a bathroom she could use, and he said “were not supposed to let customers in it…but yeah follow me” And the store was pretty busy and he was already with someone. Having worked retail in a previous life, that was a solid move and that gained my respect right off the bat.
Second example different occasion:
-dean remembered my Nikon purchase from a year previous and asked how it was working. He then asked if i needed to use the bathroom. I thought it was funny and again his way of remembering me and being funny (his style for sure) I told him i was having a lens issue and he showed me that my aperture ring wasn’t locked and didnt make me feel stupid about it. I wasnt rushed or pressured into buying anything.
So at the end of the day i love these public blogs but really, maybe some people have too much time on their hands. I say Dean or Ron any day, they know their stuff and each are characters!!
My gf and I are actually considering asking dean to shoot our wedding. He did her cousins wedding and he was hilarious and the photos were sick. (my gf was the maid of honor)
Kristian
More recently..
I called Henry’s Waterloo last night about getting some old slides converted into digital format and the guy says “yeah sure, it will cost you [X] for each one.” I think, “that sounds about right”, and I head over after work today… When I get there, the girl says, “they cost [2X] each.” I say, “the guy on the phone last night said they would cost only [X] !?”
She walks away and interrupts another sales clerk who just stops talking to his customers (who both glare at me). The two clerks have a quiet little chat, after which the girl gets out a binder and brings it over to me. She says, “they cost [2X-10.5%].”
I’m thinking, “I drive all the way out here and find I’ve been lied to twice.” I say, “I think I’m going to shop around a bit first…maybe look into an attachment for my scanner…” She says, “a scanner will cost you around two hundred dollars.”
Dean’s fucking phenomenal, he knows his shit and he won’t waste time trying to get you to buy stupid junk you don’t need.
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Contact
For great prices, check out
http://www.photoprices.ca
They list a lot of different camera store prices (including US) for you to compare and shop.
Since, we do not have a lot of good camera store out there, you will have to do you homework.
School of Imaging is still Henry’s and probably not a reliable source, but try other school that might be able to help you with your questions.
It really depends on the person not all the employees in general. The first time I went into the Cambridge location, my mum and I were treated really well by the employees so naturally we went back. The second time, we were the only customers in the store and we weren’t even greeted by any of the employees. This was shocking to me, even at the age of 16, because employees are expected to at least greet the customer and ask if they need any help. That’s workplace etiquette. Unfortunately, the lovely employees who were there the first time, weren’t there the second time. As Henry’s is the only place I have easy access to to buy my camera accessories I keep returning hoping those friendly employees.
hoping those friendly employees will return as well.
I have had nothing but terrible experiences at Henrys Waterloo.
My biggest complaint is about an older guy (to narrow it down, he has a lazy eye). He is condescending, not helpful and cold as ice. Henrys Waterloo needs to higher some young passionate photographers who actually enjoy educating people on photography.
That’s Ron, and he is absolutely the most helpful, useful guy in Henrys in Waterloo. I come in relatively often, buying everything from paper and ink for my printer to accessories for my camera, and have had nothing but good experiences with all the staff.
Also, Henrys price matches any reputable store (e.g. Vistek), so their prices are almost always competitive.
Stumbling on this blog is almost weird – I can only say my experience has been the diametric opposite of the majority of posters.
I bought a couple of cameras and a few lenses at the Henry’s in Windsor until I realized that a couple of the staff members were actually laughing at me for being an easy mark for buying so much stuff from them. Apparently they think that they themselves are the only ones talented enough to buy and use quality equipment and the rest of us should stick with entry level gear.
I walked into Henrys and after waiting several minutes was asked if I needed help. I asked questions regarding the Sony A77 and received rather inadequate info from the clerk who knew nothing about it and when she tried to demo it to me she couldn’t even get it to take a picture. My 17 yr old daughter was with me. After a lengthy sales pitch for the warranty (which I mentioned up front and several times throughout the conversation that I never buy warranty) I told the clerk that I would consider purchasing the camera after discussing it with my wife. She then asked me if my daughter who was standing next to me, was “the wife” to which I replied, “no, but we are pretty close. ” My daughter was mortified (I’m 42). The clerk tried to act like it didn’t phase her but her face turned red. We had a good laugh when we left the store. I did buy the camera without extra warranty from Henrys online though when they had their boxing day sales. I’ve never had great success at the store though.
I stopped going to Henry’s years ago for many of the reasons stated by so many of you here. I too made a very large purchase and often returned to the store only to be ignored and left feeling that no one knew me or was interested in providing service. I make and have made 90% of my purchases over the years locally at BJ Photo on Philip St. and BH Photo Video in New York. I have never had bad service from our local retailer BJ Photo and to their benefit and mine I have established a long professional working relationship over the years. To me this is how it should be and I would never spend another dollar within a store who has no interest in you other then your money.