Flagship/Boutique Customer Experiences

[LocalHero1953]

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26 minutes ago, JNK100 said:

The London store is welcoming and has a decent staff.

+1

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[250swb]

Leica dealers used to be about the personal touch, but now it’s who has what in stock at any time you desire something, which with Leica batch releases means people scrabble from one to the other instead of just putting your order in and waiting. So you get what you ask for, Leica dealers now know you are liable to be tyre kicking because if you put an order in with them you’ll switch if another dealer has the same thing listed a fraction of a day earlier.

And that is why customer care has gone to hell, because the dealers know potential customers have no loyalty anymore and they’ll order from anybody else who’ll satisfy their craving first.

Edited October 20, 2024 by 250swb

[theseahawk]

Over the past two years I’ve dealt with and purchased camera bodies and lenses from Leica stores in Miami, DC, Boston , NYC (SoHo now closed) and all had excellent customer service, good pre-owned inventory, and fair prices. Same experience at the store in Mayfair. Only exception was the LA store, which had little interest in helping me shop their vintage glass. If I lived nearby I’d go to Camera West instead.

[KFo]

I alway liked and found Leica LA a pleasant experience back when I lived there. They were well stocked, had knowledgeable staff and good service.  Couldn't have asked for more. Bought a fair number of items there.

A week ago I wandered into Leica Rome.  Thinly stocked, thinly staffed, not sure why they are wasting the electricity.  It could have been the M3 with googled 35 Summicron 8e on my shoulder that put me on the no fly list.  Their loss.

My local place now (Casanova Foto in Barcelona) is a Leica boutique. They are knowledgeable and helpful and always willing to make a deal.  They also have capable service.  Next time I'm in Madrid I want to have a look at Leica Madrid.

[jdlaing]

On 7/16/2024 at 6:50 AM, TomB_tx said:

Must be nice to have Leica dealers within driving distance. Not true many places anymore. Back in the 1960s many small towns had dealers that sold Leica - not anymore.

I think our friend in Austin still carries Leica.

[Herr Barnack]

On 10/20/2024 at 5:40 AM, Leicaphiliac said:

I went into Leica Store Sydney today, to ask about a part for a trinovid (eyecup unscrewed itself in a rainforest) and I was treated as if I was chewing gum under a shoe by the ‘assistant manager'. Refused to even look at what I was showing him and said I should just email a photo of it. So, that was a big cross through buying a replacement binocular there. Then, I noticed a tombstone saying they dealt with film processing…so I started to ask about that and was told to just scan the QR code. I was not carrying a phone, so I wrote down the details. He made it clear that he thought that utterly luddite and beyond the pale. I started to say I had 4 Leica M film bodies including MP and M6 and various Leica lenses and was therefore interested generally in what they had for film users, and was told ‘just get an M11-P’.  Hmmm.  The worst retail experience I have had for a long time.  I would not recommend them, and I won’t use them.  They must be super lucky and doing fantastic business to treat the few people that go into their store in that way.  

That's a shameful way to treat a potential customer.  Thanks to this forum, thousands of people around the world now know about the slipshod customer service at Leica Store Sydney.  That can't be good for their cash flow.

It's just not very smart to be an arrogant, condescending dick to people when you are in business.

I definitely agree with @Al Brown about Leica Store Kyoto - I have never been there, but it is on my bucket list of must see places.

Edited November 22, 2024 by Herr Barnack

[JNK100]

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On 10/20/2024 at 12:43 PM, Mute-on said:

I’ll be in Sydney next week and was considering a visit to the Leica Store. I won’t bother now.

Honestly, it seems most of the Leica factory stores are really only interested in selling $15,200 AUD M11s or $11,000 AUD Q3s. Us luddites with our three film Leica Ms and two generations old Leica M digital cameras are not their target market. The people working at these stores are, for the most part,  not film Leica enthusiasts, or even serious photographers. They’re posers, like most new Leica customers. An M11-D with a 35 APO Summicron is around $30,000 AUD. Stupid money for most, but nothing for their preferred customers. At least we know where we stand. 

To call most Leica staff and Leica -users with current cameras posers is not very nice.

Nor is it accurate in my experience.

What was your objective ?

 

 

[Ray Vonn]

On 10/20/2024 at 10:40 AM, Leicaphiliac said:

I went into Leica Store Sydney today, to ask about a part for a trinovid (eyecup unscrewed itself in a rainforest) and I was treated as if I was chewing gum under a shoe by the ‘assistant manager'. Refused to even look at what I was showing him and said I should just email a photo of it. So, that was a big cross through buying a replacement binocular there. Then, I noticed a tombstone saying they dealt with film processing…so I started to ask about that and was told to just scan the QR code. I was not carrying a phone, so I wrote down the details. He made it clear that he thought that utterly luddite and beyond the pale. I started to say I had 4 Leica M film bodies including MP and M6 and various Leica lenses and was therefore interested generally in what they had for film users, and was told ‘just get an M11-P’.  Hmmm.  The worst retail experience I have had for a long time.  I would not recommend them, and I won’t use them.  They must be super lucky and doing fantastic business to treat the few people that go into their store in that way.  

If that's the QVB store then I may be to blame for that.  I just remember the look of hatred when I went in there and asked for a battery.  They had it and I bought it but I don't think that's what they were expecting and couldn't stop that guy's face looking like the proverbial bulldog that chewed a wasp.

[Ray Vonn]

Just now, Quarterpounder said:

"Hatred" when buying a battery?

"guy's face looking like the proverbial bulldog that chewed a wasp"???

I'm afraid so.

[JNK100]

7 minutes ago, Ray Vonn said:

If that's the QVB store then I may be to blame for that.  I just remember the look of hatred when I went in there and asked for a battery.  They had it and I bought it but I don't think that's what they were expecting and couldn't stop that guy's face looking like the proverbial bulldog that chewed a wasp.

I suppose some interactions stem from the attitude of the customer too.

[Olaf_ZG]

At current a very disappointing eBay experience with leica store nuremberg.

What they right is not what you expect nor what you get.

 

[Olaf_ZG]

22 hours ago, Olaf_ZG said:

At current a very disappointing eBay experience with leica store nuremberg.

What they right is not what you expect nor what you get.

 

I requested a return via Ebay as the item was not as expected. Hope they will deal with it quickly.

[Derbyshire Man]

On 10/20/2024 at 6:44 PM, LocalHero1953 said:

+1

I really like the crew in Manchester Leica (although it is an independent). London have been friendly enough.

[Olaf_ZG]

On 2/14/2025 at 9:09 PM, Olaf_ZG said:

At current a very disappointing eBay experience with leica store nuremberg.

What they right is not what you expect nor what you get.

 

Opened a specific topic with my bad experience of Leica Store Nuernberg.

[BradS]

I have only ever visited two Leica stores in person. Here is a brief summary of my experiences...

Leica Store San Francisco: I have visited maybe five times over the past seven years and always been completely ignored - as if I were invisible. A couple of times I was the only customer in the store and there were at least two store employees standing silent and idle behind the counter. I don't know if this behavior is good or bad...on the one hand, the store is like a mini museum and art gallery so, it is sometimes nice to be left unmolested. The staff are helpful enough, although a bit cold, impersonal, and standoff-ish, if you approach the counter and ask for whatever it is you want. I never felt unwelcome even in the least, on the contrary I felt quietly welcomed like they were pleased that I was enjoying the store and gallery, a sort of quiet pride...and, yeah, the price is the price, new or used. 

The Leica Boutique at Camera West in Walnut Creek: I've been in this store many times over the past 25 years or so. They are a general camera store with a kinda separate area dedicated solely to Leica... the Leica Boutique. I have to admit, the vast majorities of the times I've visited, it has been for non-leica equipment...mostly Large Format lenses, accessories and studio lighting. They've always been very cheerful, friendly and helpful, and the prices were always very reasonable. When, about five years ago, I started "getting into Leica", I also ventured into the Leica boutique side of the store for the first time...and the experience was eerily similar to that of Leica Store SF the staff went quiet and left me alone but kept a close eye on me - they were not ignoring me, they were not snobby just, "quiet".  They were very knowledgeable, patient, and helpful but left me alone until I opened the conversation.  Again, not a bad, experience at all just eerily weird.

I've also purchased some Leica gear from Leica Store Miami through their website. Nothing special, just like buying from any other on-line store. Totally impersonal and efficient. I only bought from them because they had what I was looking for at the moment. 

Most of my camera gear has been purchased from small, "mom and pop", non-leica specific, camera stores that I've frequented for decades. These places are the only places where I've felt like I've developed any kind of personal relationship with staff / owners....and it's pretty minimal at that. 

FWIW, I kinda loath buying from B&H, KEH and to a lesser extent, Adorama...but I have purchased from all of them. With a significant preference for Adorama. 

Edited February 26 by BradS

[Jeff S]

On 2/26/2025 at 12:47 PM, BradS said:

I have only ever visited two Leica stores in person. Here is a brief summary of my experiences...

Leica Store San Francisco: I have visited maybe five times over the past seven years and always been completely ignored - as if I were invisible. A couple of times I was the only customer in the store and there were at least two store employees standing silent and idle behind the counter. I don't know if this behavior is good or bad...on the one hand, the store is like a mini museum and art gallery so, it is sometimes nice to be left unmolested. The staff are helpful enough, although a bit cold, impersonal, and standoff-ish, if you approach the counter and ask for whatever it is you want. I never felt unwelcome even in the least, on the contrary I felt quietly welcomed like they were pleased that I was enjoying the store and gallery, a sort of quiet pride...and, yeah, the price is the price, new or used. 

The Leica Boutique at Camera West in Walnut Creek: I've been in this store many times over the past 25 years or so. They are a general camera store with a kinda separate area dedicated solely to Leica... the Leica Boutique. I have to admit, the vast majorities of the times I've visited, it has been for non-leica equipment...mostly Large Format lenses, accessories and studio lighting. They've always been very cheerful, friendly and helpful, and the prices were always very reasonable. When, about five years ago, I started "getting into Leica", I also ventured into the Leica boutique side of the store for the first time...and the experience was eerily similar to that of Leica Store SF the staff went quiet and left me alone but kept a close eye on me - they were not ignoring me, they were not snobby just, "quiet".  They were very knowledgeable, patient, and helpful but left me alone until I opened the conversation.  Again, not a bad, experience at all just eerily weird.

I've also purchased some Leica gear from Leica Store Miami through their website. Nothing special, just like buying from any other on-line store. Totally impersonal and efficient. I only bought from them because they had what I was looking for at the moment. 

Most of my camera gear has been purchased from small, "mom and pop", non-leica specific, camera stores that I've frequented for decades. These places are the only places where I've felt like I've developed any kind of personal relationship with staff / owners....and it's pretty minimal at that. 

FWIW, I kinda loath buying from B&H, KEH and to a lesser extent, Adorama...but I have purchased from all of them. With a significant preference for Adorama. 

As you might know, the SF and Walnut Creek stores are under the same ownership.

[willeica]

I am more interested in the older film Leicas and most of my purchases are, therefore, from auctions or specialised dealers. On the odd occasion that I buy a digital Leica, I usually buy from a dealer who I know personally and who knows more than I do about the camera. I don't think I have ever bought anything from a Leica owned boutique, unless you count lens which I bought from the store in Berlin when I was there last year, shortly after they had ceased to be Meister Camera. For several years we have not had any Leica seller here in Dublin, but late last year a camera dealer that I had known for over 40 years told me that he was going to start a Leica dealership here and import the items from a distributor in the Netherlands. He also asked me to speak at the opening of the dealership last December and I spoke about Leica Society International, where I am a VP.

Welcome, dear visitor! As registered member you'd see an image here…

Simply register for free here – We are always happy to welcome new members!

I bought a Q3 43 from him on the opening night and when I was in recently to pick up a spare battery, he told me that business had well exceeded expectations. In fact he said that a lot of stock was bought up as soon as it came in.  This is a nice friendly family business where we all know each other by our first names. I know the dealer's father and mother and his sisters. Exactly the kind of place that works in a country like Ireland where there are no strangers 'just friends you haven't met yet'. A million miles away from being a fancy boutique and all the better for it.

William 

 

PS A word of advice to Leica. Those emails about products which contain no details of products and prices, just links to find 'a dealer near you', are extremely annoying. In many cases you lose interest before you can even find a dealer that has the product. This is not a way to do business with loyal enthusiasts for your products. 

[Chuck Albertson]

On 2/28/2025 at 9:50 AM, willeica said:

I am more interested in the older film Leicas and most of my purchases are, therefore, from auctions or specialised dealers. On the odd occasion that I buy a digital Leica, I usually buy from a dealer who I know personally and who knows more than I do about the camera. I don't think I have ever bought anything from a Leica owned boutique, unless you count lens which I bought from the store in Berlin when I was there last year, shortly after they had ceased to be Meister Camera. For several years we have not had any Leica seller here in Dublin, but late last year a camera dealer that I had known for over 40 years told me that he was going to start a Leica dealership here and import the items from a distributor in the Netherlands. He also asked me to speak at the opening of the dealership last December and I spoke about Leica Society International, where I am a VP.

Welcome, dear visitor! As registered member you'd see an image here…

Simply register for free here – We are always happy to welcome new members!

I bought a Q3 43 from him on the opening night and when I was in recently to pick up a spare battery, he told me that business had well exceeded expectations. In fact he said that a lot of stock was bought up as soon as it came in.  This is a nice friendly family business where we all know each other by our first names. I know the dealer's father and mother and his sisters. Exactly the kind of place that works in a country like Ireland where there are no strangers 'just friends you haven't met yet'. A million miles away from being a fancy boutique and all the better for it.

William 

 

PS A word of advice to Leica. Those emails about products which contain no details of products and prices, just links to find 'a dealer near you', are extremely annoying. In many cases you lose interest before you can even find a dealer that has the product. This is not a way to do business with loyal enthusiasts for your products. 

They produced a YouTube video about the opening: https://www.youtube.com/watch?v=KTDnx3cVb38 (kudos for using that Royel Otis track). I stop in there when I'm in Dublin, it's just down the block from the Tara Street DART station - very friendly staff!

 

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[andybarton]

On 2/28/2025 at 3:18 PM, Jeff S said:

As you might know, the SF and Walnut Creek stores are under the same ownership.

I had the same experience as Brad in the SF store 10 years ago. 

[Jeff S]

7 hours ago, andybarton said:

I had the same experience as Brad in the SF store 10 years ago. 

When I lived in the Bay Area in the early 2000’s, one of the best stores (two large buildings) for Leica, and for lots of other photo gear, was Keeble and Shuchat in Palo Alto. Superb service and expertise. Unfortunately they closed after 51 years in 2016, when the family owner said that small retail business in the area became too difficult and expensive, especially with online shopping.  

Like Brad, however, I had also good experiences at the Walnut Creek store, owned by Sean Cranor since 2000. He also owns the SF store, which I think  opened in 2014, 6 years after I left the area. And he owns a store in Rancho Mirage, which I never visited.  After moving back east, however, I did trade an Oberwerth camera bag, which I bought elsewhere and didn’t like, for a new Billingham bag through a phone call to the SF Leica store. It was an unusual transaction, but they were willing to accommodate and made it pretty simple, while other stores closer to me could not.  

San Francisco, in general, has had increasing problems in recent years. A tough place to do business. A few years ago, I heard that the Leica Store was subject to armed robbery, resulting in $180k stolen goods. Fortunately nobody got hurt.

Edited March 5 by Jeff S