luboskrahulec.sk

Dear Ľuboš,

Thank you for your feedback. We would like to politely clarify our position and store operations regarding this inquiry.

Like most direct-stock online retailers, E-Infinity operates strictly on a real-time, in-stock inventory model.

For unreleased or high-demand flagship cameras like the Canon EOS R1, we do not offer pre-orders, waiting lists, or individual reservations.

This standard industry practice protects customers from financial commitments or unmet expectations when exact manufacturer shipment dates remain unconfirmed.

During our email correspondence, our team explicitly advised you multiple times that we had no confirmed arrival date and could not reserve units in advance.

Because you emphasized that your timeline was critical and urgent, we responsibly suggested sourcing or renting the camera elsewhere so you would not miss your professional deadline.

Offering realistic, practical advice when we cannot meet an urgent timeframe is done out of professional courtesy, not a lack of support.

We maintain a strict first-come, first-served policy for all incoming stock to ensure complete fairness to every customer.

We encourage you to use the stock notification button on our product page to be alerted immediately when inventory becomes available.

Regards,
CS Team
E-Infinity

Hello,

Thank you for sharing your feedback with us. We always appreciate hearing from our customers, as it helps us continuously improve our communication and service.

To help clarify our process for future customers reading this review, we would like to explain why we handle language verification the way we do:

Efficient Language Support: English is always guaranteed to be available on every camera model we sell. For other regional language interfaces, availability can occasionally vary between global manufacturing batches.

Our Secure Verification Process: Because our stock is brand-new and pristine, items are often received unsealed from our global suppliers. When a seal is present, our team strictly performs quality inspections and verifies requested regional menu languages immediately after an order is placed and before dispatch, ensuring your camera meets our highest standards.

The Best Way Forward: Placing the order first and immediately replying to your confirmation email with a language request is the most efficient and secure way for both parties. It allows us to reserve your item, carefully inspect and test the menu options on the exact unit allocated to you, and ensure complete satisfaction before it is shipped—avoiding any risk of stock selling out while waiting for email replies.

Thank you once again for your feedback, which helps us ensure a smooth and transparent experience for all international buyers.

Best regards,
Mark
Cotswold Cameras

Dear luboskrahulec.sk,

Thank you for taking the time to share your detailed feedback on Trustpilot. We truly appreciate you bringing this to our attention, as it helps us improve our services. We're sorry to hear about the frustration and inconvenience caused by the stock discrepancy with your Canon EOS R3 order.

We understand that our website indicated the item as "in stock" at the time of your purchase, which influenced your decision, especially with our holiday delivery notice in mind. Unfortunately, this was due to an unexpected delay from our supplier, who was unable to fulfill the stock immediately as anticipated. We apologize for the confusion and for not providing clearer information upfront about potential backorder situations.

As discussed in our email correspondence, we processed a full refund to your original payment method on December 13, 2025, and we're glad to hear it was received correctly. Based on your input, we've already begun reviewing how we display and phrase stock information for items that may involve supplier dependencies, to ensure greater transparency and accuracy moving forward.

We value customers like you who rely on us for professional equipment, and we're committed to making E-Infinity a reliable choice for all types of purchases. If there's anything else we can assist with in the future—whether it's helping with an alternative product or answering questions—please don't hesitate to reach out to us at cs@e-infin.com.

Thank you again for your understanding and for giving us the opportunity to address this.

Best regards,
CS Team
E-Infinity

Hello Lubos,
Thank you for taking time to evaluate Westpack on Trustpilot.
The mistake was made in our sales department, and I apologize for the inconvenience this has caused you.

I see in your account, that you have been in dialogue with my colleague Bastian as well. He has made a new order with the rose gold/copper logo, which will be sent out tomorrow.

I wish you a nice day.

Kind regards
Jeanne Rasmussen
Sales Team Coordinator