fotokoch.de Reviews

I’ve had multiple disappointing experiences with Fotokoch.de, and this latest case has been the worst yet. I ordered an Atomos Shinobi II monitor in August 2024. The monitor arrived defective, and I contacted customer support upon unboxing it.

Their handling of the situation was frustrating, unprofessional, and contradictory. Initially, I was assured via email that a refund would be issued once the return was received. Despite this assurance, I waited for weeks for them to send the return slip. During this time, I repeatedly tried to follow up, only to be met with delays, unanswered messages, or false claims that the return slip would be sent "in a few minutes," which never happened. They later backtracked, refused to honor their word, and insisted I get the item repaired instead. Despite this being a warranty issue, Fotokoch even refused to cover return shipping costs, in direct violation of EU consumer law, which requires sellers to bear the costs for warranty-related returns. Each email contradicted the previous one, and their responses lacked accountability or willingness to resolve the issue. After weeks of trying to resolve this, the final email I received from them read:

"From now on we are not going to respond anymore. You are welcome to have this clarified by someone else."

Reaching customer support was a nightmare—phone lines rarely picked up, and when they did, I spoke to representatives with limited English proficiency who made little effort to help. Emails often went unanswered for weeks, and I had to repeatedly follow up to get any response. During one call, they even cut the line while I was speaking, showing blatant disregard for customer concerns.

This isn’t my first bad experience. In the past, I’ve ordered items listed as “in stock,” only to find out days later that they were backordered. I had to wait months for those items to be sent, which is unacceptable for professional equipment.

Fotokoch.de’s lack of organization, poor customer service, and disregard for consumer rights make them an unreliable choice for anyone needing dependable service. If you’re considering shopping with them, I’d strongly recommend looking elsewhere.

Date of experience: 03 December 2024

I've bought a Viltrox lens. Good price, fast delivery, carefully packed, everything went well. The only minor setback is the fact that the email messaging system for international clients is in German. But that's easily solved with the help of a translation webpage.

Date of experience: 15 November 2024

I ordered a camera and accessories onthe middle of October. They sent the cheap articles soon but the most expensive items such as camera; microphone etc are not being shipped so far. They never mentioned that they are out of stock. Impossible to get intouch with them!!

Date of experience: 15 October 2024

Good shop, Good prices and amazing customer support! They responded very quick when I had an issue and helped me. Will definitely order again.

Date of experience: 17 September 2024

Ive made an order on sunday, I then sent a ticket to fotokoch about my order, 2 days go by and I dont have any answer. Ive tried the live chat the guy says he cant give any information about my order and then told me to call fotokoch that they will "probably" speak english . At this moment I dont know if my order is cancelled or not because I have no information about nothing.

Date of experience: 14 January 2024

I've ordered camera+lens kit in Foto-Koch.de 02/11, it came with defect on sensor, I've returned it back, and Foto-Koch sent me 14/11 another camera+lens kit with defect with lens. I've sent it back 18/11 and there is no status update with DHL, no answer by emails, no answers in live-chat. I want to get camera+lens without defects which I've ordered month ago

Date of experience: 18 November 2023

Five star service! I did multiple purchases from Fotokoch.de online store and my experience is 100% positive.
There was small issue with one of the items (missing part from the manufacturer) and Fotokoch.de responded excellently fixing the issue for me - as you would expect from reputable business. They are "old school" and I mean it in a good way. Shipping outside of Germany within EU was fast (approx 3 days). Some of the products I have ordered were clearly marked as not being in stock, but available from supplier and in such cases it took just a few days to source them for me and dispatch. All steps were confirmed by emails.
I honestly do recommend the online store.

Date of experience: 16 February 2024

Extremely poor customer service. Not responding on emails.
Waiting 22 days for my parcel and still don't get it. Useless live chat with no english language support ( which is required for international business ).
Not recommend!
Edited after "fotokoch" respond.
So if you're guys so cool, why first email answer I got was only after my complaint here?
Why your colleagues leaving live chat without giving any answer for customer?
Some of the items were "In stock" before purchasing but weren't after. And even after items are available again they not sending them. My email with question: "Why don't you sending me my parcel" they're leaving with no explanation or respond like the others.

Date of experience: 07 February 2021

I placed an order for two items and heard nothing for 12 days. After repeated emails to customer support I still heard nothing. Today I get a shipment notification that only 1 item is being sent. I checked the invoice on their website and it says only 1 item was ordered and paid for, contradicting the email invoice I originally have showing two items. This company is unpleasant to deal with, slow, inept, and not trustworthy. I would recommend any other company instead.

edit: Order #122492. Maybe also reply to my dozen support emails that are still unanswered before focusing on your online reviews. It's unacceptable that a customer invoice/receipt would be edited, without notification, by the merchant to reflect the order and payment of only 1 item when originally 2 were ordered and paid for. That should be an immutable legal reflection of the sale.

Date of experience: 10 January 2020

Outstanding astronomy and photography equipment shop. I bought an 8 inch Celestron Schmidt-Cassegrain telescope and then a few accessories thereafter. Both the sales and after-sales teams were extremely cooperative and helpful.

Highly recommended!

Date of experience: 28 April 2022

Fast and helpful costumer service, i.e., replies to my mails. Easy storno of my order after delivery date got delayed.

Date of experience: 28 July 2022

We have finally received our order of filters and Adaptor ring placed in August. Dispite the long wait we feel well treated as we all along were kept informed of the order's progress. The long wait was due to the manufacturer and not Foto Koch.

Zmaj, Odense-Danmark

New order: sigma 35mm 1.4 art + Manfrotto Pro Halfter Plus 40 delivered very fast, got it within 3 days. Perfect.

Date of experience: 10 December 2011

I ordered a Tokina 12-24mm lens for my Nikon D7100, which was about 150 Euro cheaper at Fotokoch.de, than in the Danish shops. The purchase was very pleasent and it took about 4 days for my lens to arrive. The price was really good and also the informative emails after my purchase. My only regret is that the site isn't available in English, since my German isn't all that good. But definitely a shop I will be using again when buying equipment for my camera. :)

Date of experience: 13 June 2013

I ordered the D7000 which was not available in The Netherlands. Price was good, very fast delivery of less then 1 week for abroad delivery, which is outstanding.
Fotokoch updated me regularly about the delivery.

I'm very pleased with the overall service of fotokoch.de

Date of experience: 26 November 2011

I bought a camera from this German company to my address in Spain. The contact and delivery messages along the way was easily translated with Google Translate and were helpful. The delivery was swift and uncomplicated.
I can with out a doubt recommend them!

Date of experience: 18 April 2013

Very nice company and kind people to do business with. Despite my part was not in stock, they kept me posted every week or so about the status.
Will definitely do business again! I highly recommend fotokoch.de

Date of experience: 30 May 2013

Very good and fast response for the purchases and sending to the customer! Good and clear during communication with customer. I'm sure that will come again to this store.

Date of experience: 02 August 2012

One of the best e-shops for photo equipment. I found the metz Ringblitz 15 ms-1 at the best price on the web. Perfect and very fast service (order to Greece and although that my items weren't in stock, were delivered in a week). My only complain is that site appears only in German language and it was very difficult to find what I want and order it. Hope to change it in the future!

Google Translate:
Einer der besten E-Shops für Foto-Ausrüstung. Ich fand das Ringblitz Metz 15 MS-1 in den besten Preis im Internet. Perfekter Service und sehr schnell (um Griechenland und zwar, dass mein Artikel nicht auf Lager waren, wurden in einer Woche geliefert). Meine einzige Beschwerde ist, dass vor Ort erscheint nur in deutscher Sprache und es war sehr schwer zu finden, was ich will und bestelle es. Ich hoffe, es sich in Zukunft ändern!

Date of experience: 19 April 2012

Got my camera lens to Finland with no problems. Paid with Paypal, the goods were shipped without delay and I got what I ordered. Would definitely shop again.

Date of experience: 20 October 2011

perfect, fast and accurate shipping

Date of experience: 05 July 2013