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In Metropolitan New York, Long Island, and the Mid-Hudson Region

BBB Accredited Business since

B & H Photo-Video, Pro Audio

Additional Locations

Phone: (800) 606-6969 Fax: (212) 239-7770 View Additional Phone Numbers 420 9th Avenue, New York, NY 10001 http://www.bhphotovideo.com/?BI=6223

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Description

B & H Photo-Video, of 420 9th Avenue, New York, NY 10001, is an established retailer that sells photo and video equipment in its New York City store and online at its website at http://www.bhphotovideo.com. Consumers that receive an offer in the mail from Rent-A-House Inc. with a TD Bank check allegedly drawn by B & H Foto & Electronics Corp. should be aware that this offer is fraudulent and is not affiliated with B & H Photo-Video.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that B & H Photo-Video, Pro Audio meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for B & H Photo-Video, Pro Audio include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 168 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

168 complaints closed with BBB in last 3 years | 57 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 50
Billing/Collection Issues 5
Delivery Issues 40
Guarantee/Warranty Issues 8
Problems with Product/Service 65
Total Closed Complaints 168

Additional Information

top
BBB file opened: January 20, 2000 Business started: 07/01/1973 in NY Business incorporated: 01/01/1973 in NY
Type of Entity

Corporation

Business Management
Mr. Herman Schreiber, President
Contact Information
Principal: Mr. Herman Schreiber, President
Business Category

PHOTOGRAPHIC EQUIPMENT & SUPPLIES-RETAIL

Alternate Business Names
B & H Photo-Video, Pro Audio, Inc. (New York) B&H

Additional Locations

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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

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BBB Complaint Process

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Additional Phone Numbers

  • (212) 239-7500(Phone)
  • (212) 444-5035(Phone)
  • (212) 444-6600(Phone)
  • (212) 444-6625(Phone)
  • (212) 444-6626(Phone)
  • (212) 444-6651(Phone)
  • (212) 807-7479(Phone)
  • (800) 221-5662(Phone)
  • (800) 221-5745(Phone)
  • (800) 947-9929(Phone)
  • (800) 947-9935(Phone)
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Complaint Detail(s)

7/10/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I've waited for Fedex to deliver my package all day but no attempt was made that day. I paid extra money to B&H Photo just to make sure that I receive my item on a certain day. When I went to pick up my item from Fedex HQ, I was told to wait for couple hours before I can have my package because they couldn't locate my package. Right before Fedex close, Fedex employee walked to my car and handed me a package without verifying my name or making sure if it was my package. Since they were closing the lot I was asked to leave and when I was driving I noticed that the package was under someone else's name. I contacted B&H photo regarding delivery problem and they asked me to wait for their investigation. I haven't heard back from the company. After a month i received a phone call and when i called back the next day, they were on a Jewish religious holiday for a week. Once the week was over I contacted the company and I was told that i was too late and they can't help me with this matter anymore. Now my account is over-drafted for an item I've not received. Please help.

Desired Settlement: I would like to receive a refund or have them send me the item that I have paid for and not received.

Business Response: July *, 2014

BBB complaint #********
B&H Web No: **********

This order was placed on March *, 2014. It was shipped March *, 2014. FedEx reports it was delivered to the customer on Mar *, 2014. Proof of delivery is attached.

We did not receive any comment or complaint from the customer thereafter until April *, 2014, a full month later, when the customer's bank (not the customer) contacted us with an inquiry about a service not provided or merchandise not received. There was no comment from the customer preceding this. We provided the customer's bank with proof of delivery and they dropped the matter.

On May *, 2014, after the passage of another month, the customer advised us he had received another package, not the one from us to him. We do not know if this was another shipment from  B&H Photo to another customer or a different package from a different shipper altogether. When asked why the customer had not contacted when the alleged problem first arose he replied to the effect it was easier to contact his bank than to contact us.

B&H Photo was closed for the weeklong holiday of Passover from April *****, a hiatus we publicize well in advance and throughout. Other than that, we maintained regular hours.

Considering the length of time the customer allowed to pass before initiating his complaint, and the roundabout and circuitous route he chose with which to do so we look upon this allegation with some skepticism.

Under the circumstances we do not now intend to issue a refund or ship another camera.

--
***** ******
B&H Photo-Video

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/19/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: On May *** of this year I entered a chat session at the B & H website with a representative by the name of ****** *.. I asked him about the contents that came with their item number DJ3AHPG. I was concerned about a particular accessory and asked specifically if this item came with a H3-3D GCU, he assured me that it did. I asked a second time and again he reassured me that it did come with a H3-3D GCU. I was concerned because my particular model of DJI product requires this item and I cannot make use of the gimbal without the GCU , So I promptly ordered product DJ3AHPG. After I ordered it and before I received it , I discovered from an individual which purchased the same item from their store in New York that it did not come with a H3-3D GCU. I contacted ****** *. via email about this situation and he stated that they would send me the "Missing Parts" when they could. Three weeks later I had not received any additional parts, so I sent another email to ****** *. and he stated that there was "Some Confusion" and that B & H will not be sending me a H3-3D GCU which means that the gimbal (Item # DJ3AHPG) is useless to me.

Desired Settlement: I want B & H to honor their word and supply me with a H3-3D GCU.

Business Response: **** ** **** *** ********* ********* *** *** *** **********

This customer purchased a DJ3AHPG = DJI Zenmuse H3-3D 3-Axis Gimbal for GoPro HERO3/HERO3+ for Phantom 2. In our description at ************************************************** we say, "No Gimbal Control Unit Required. For Phantom 2 Quadcopter Only, Holds HERO3 and HERO3+ Cameras Only."

Despite prior inquiries we still do not know EXACTLY which Quadcopter or GoPro camera the customer owns. Without that information we cannot assist him nor canw e be sure what other item, if any, he requires. He can send this information to me via *********************.

--
***** ****** *** ***********











Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

 

B & H has never once bothered to ask me what type of multirotor I own. I will attach all correspondence that I received from them. That information is irrelevant, I was told by ****** *. that beyond a doubt the gimbal kit came with an adapter plate and a gimbal control unit. I would not have purchased the gimbal kit in the first place unless I was sure that it came with a GCU. I am a professional multirotor pilot and builder, and I understand my rig in explicit detail electronically. I cannot use my H3-3D gimbal with GoPro Hero 3+ Black camera unless I have the gimbal control unit or GCU.   

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

**** *******




 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

 
I own a DJI FLAME WHEEL F550. You are going to say that the gimbal kit in question is not designed for this particular model and leave it at that. You keep skirting around the real complaint which is the fact that ****** *. assured me that it came with a GCU, which my multirotor requires. The H3-3D was designed for the Phantom 2 & the F550. Without the GCU the gimbal is useless to a F550 owner. 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

**** *******




 

Business Response: **** *** **** *** ********* ********* *** *** *** **********

We would be happy to issue return authorization of that is the customer's preference.

--
***** ****** *** ***********

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I've attempted to send the unit back for refund due to the defective item, but I couldn't because the store was closed due their holidays.Had the unit exchanged twice with the manufacturer since then with same results...ie unit works for a day then quits working.Manufacturer is saying that refund must be initiated by the original seller and the store said that since it is being exchanged, we cannot issue a refund.Now I got stock with defective unit.I have no choice, but ask bbb for help.

Desired Settlement: Have the full refund on defective product.

Business Response:
BBB Complaint #********
B&H Web No: **********

We appreciate this customer's order and regret his dissatisfaction. We were closed for approximately one week during April 2014. Had the customer waited until we reopened we would have happily assisted him. He now reports he has had the unit he received from us exchanged by the manufacturer. Because he took that step he must now continue to deal with the manufacturer. He has taken us ":out of the loop," and we can  no longer furnish any assistance.

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***** ******
B&H Photo-Video

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Manufacturer states that all refunds and money back must be done thru original seller.
if the store is not agree with this, then they have to arrange it with the manufacturer .

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** ********




 

Business Response: **** **** ****

BBB Complaint #********
B&H Web No: **********

The situation is unchanged.

We appreciate this customer's order and regret his dissatisfaction. We were closed for approximately one week during April 2014. Had the
customer waited until we reopened we would have happily assisted him. He now reports he has had the unit he received from us exchanged by
the manufacturer. Because he took that step he must now continue to deal with the manufacturer. He has taken us "out of the loop," and we
can no longer furnish any assistance.

--
***** ******
B&H Photo-Video

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

How many times I have to repeat the same thing.....
Manufacturer states that unit must be taken back by the store and give a refund, then they can get the credit from the manufacturer.
That is their policy and seller must follow that.

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** ********




 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

6/17/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I put an order (#**********) on May ** morning for an iMac 3.5GHz/i7/16GB/3TB/780M listed on its website. On May ** afternoon, I found that the item description was changed to Apple iMAC 3.4QC/i5/1TB/8GB/TRACKPAD - 27". And I contacted customer service to see what I will get. Customer service replies that I was ordering 3.5GHz/i7/16GB/3TB/780M and provide the product highlight, and they are sorry about the confusion. I believed them. On May **, I found the description I ordered was changed to 3.4/i7/1TB. I contacted customer service with a question why it keeps changing. I got very simply answer 'You should receive the product which you ordered'. I believed them. On May **, the item I ordered was changed to back ordered which was ' ship in 2-3 business days' when I put the order. I contact the customer service. And I was told the item I ordered was ' i5 1TB 8 GB with a track pad'. ***** doesn't know what happens. Then I was directed to somebody. And I was told they have a web bug and I should get what I ordered and updated my order to the correct one. I told the customer service I saw they have an exact same configuration iMac in stock. The customer service said my order was set to that one. I believed them. I contacted the customer service and tell them the item on my order status is not the one I ordered and it is back-order. On Jun ***, I contacted customer service. I was told that I will get 'iMAC/QC i7/3.5/8GB/1TB ATA - 27' and estimated ship date is Jun ** which I have no way to sign to receive it at that time frame. And I contacted customer service for an in-stock one which can be shipped earlier even if the configuration option is worse than I ordered. I was told they have a web post error on the item I ordered. On Jun ***, I contacted customer service to either cancel the order or get an in-stock one shipped. They offered me the in-stock iMAC with less options than what I ordered and asked for extra money. I am not happy about that offer. I asked for cancellation and didn't get a certain timeline when I get refunded, 'please allow 5-7 business days from the time the order is cancelled'. 'From when the order is cancelled' and ' it will take a few days to get this order cancelled'. That is still an unknown time. I was charged on May **. I Nobody wants his order item keeps changing, worried about when you ordered something from this store, and gets a 'brick' with an explaination of 'there is an web error'.

Desired Settlement: Refund me immediately with a sorry letter from the customer service guys I contacted since my trust to them leads me to the holding of my money and time. I can provide the list of those guys. Or ship me the iMac I ordered with the same price with another time frame.

Business Response: **** ** ****

BBB complaint #********
B&H Web No: **********

The customer's order has been cancelled and a full refund issued to his Paypal account, per his request. We regret his dissatisfaction.

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***** ******
B&H Photo-Video

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/4/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On May *, 2014, I ordered a camera package over the phone with a sales representative. Before I placed the order, I explained to the rep. that I was deciding to purchase this order between B&H and another vendor. I explained that the two had similar pricing but that I thought that the other vendor had a better deal. The B&H sales rep. said that B&H will also give me a "2% Reward" if I purchase with B&H. I explained that I was not sure if the other vendor gave that but I would have to check and call B&H back once I found out. The rep then asked to put me on hold so that he can see if he could also get a better price on top of what we talked about. Right after this of phones disconnected but the rep. called me back a short time later. The rep. said that B&H would take $25.00 off the price besides giving me what we had already talked about (the 2% rewards program). This rewards program is also advertized on the B&H website under the product that I purchased. He said that I would receive an e-mail explaining what my reward was and how the program worked after I place the order. I then agreed to place the order with B&H for a total of $2564.00, which would mean my reward would be $51.28. After a couple of days, I still had not received that e-mail explaining my rewards that the rep said I would recieve. I then called the B&H customer service around May *, 2014 to inquire about the rewards that I was supposed to receive. The representative (rep #2) that I talked to on this date said that B&H would not give me the rewards that I was told that I was to get because they took $25 off my purchase, and also because the order had been "processed" at this time. I explained that rep #1 had promised that I would this reward and that, in fact, that was the only reason that I decided to purchase the product with B&H. I further explained that I was lied to and that B&H basically did a "bait and switch" with me. I finally explained that the B&H website even advertized this deal on the very product that I purchased. Rep #2 apologized and said that there was nothing that he could do. If this conversation was recorded by B&H, they will hear that I was promised the rewards as well as the $25 off the price.

Desired Settlement: I want what was promised to me and what B&H advertizes that I should get when one purchases the product that I purchased.

Consumer Response: Better Business Bureau:

I have received a phone call and e-mail from the business in reference to complaint ID ********.  The business has rectified the situation and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

******* ********



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/13/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: they sold me, in 2014, a product which was known to be defective way back in 2012. this known defect was not made public in any of the description in their website. they refuse to refund my money. instead, insisiting that the product is under warranty. who cares about a warranty from companies that sell known defective equipment !

Desired Settlement: i just want my money back, immediately. i paid with paypal. i want the refund back in my paypal account.

Business Response: May *, 2012

BBB Complaint #********
B&H No: **********

On March **, 2014 the customer ordered a ******* = DJ-Tech DIF-1S Professional 2-Channel DJ Scratch Mixer with Mini innoFADER. It was shipped to him the same day. With it he received a one-year warranty from the manufacturer, DJ-Tech. On May *, 2014, after the expiration of our return policy time period, he contacted us and was informed the product is under the manufacturer's warranty. He alleges it included defective software.

We emailed the hardware and software manufacturers. The ***** of ***** ********, the software manufacturer replied directly to the customer with instructions to address the customer's complaint saying, "Please calibrate the mini Innofader as shown in the attached PDF and let me know if it fixes the issue." He also advised the customer, "I have copied ******* from DJ Tech (the hardware manufacturer) who has been sending out fader replacements to customers when recalibration doesn't fix the issue."

Either the software calibration from ***** ******** will resolve the customer's problem or the manufacturer, DJ Tech, will replace the unit under their warranty.

--
***** ******
B&H Photo-Video

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/8/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a canon powershot g1x mark 2 digital camera from B and H photo in New york which I paid 799.00 for it when it was delivered I opened the box and there was a different camera a g11 in the box missing charger and missing camera pouch i called but they were closed for passover, so i called the day they reopened talked to a guy sounded like he had a British accent told him what was going on he said I'm so sorry I'm going to send you a zma email with a free ups shipping label and once we receive the camera back it will be sent to the returns dept and a refund will post to my credit card within 3 days i said ok thank you. I called my credit card company on saturday and asked if there was a refund pending they said No so on Monday May **  B and H photo told me that the returns Dept was trying to get in touch with me but nobody called or left a message. I talked to the Returns Dept on Monday the *** 15 minutes before they were going to close they told me they would not refund me the 799.00 to my credit card i was not happy , i was treated very poorly it just seems they don't care about the customer all they care about is the money they made off of me. I bought the same camera at a local store and I was happy with the purchase. If they can't take care of there customers they shouldn't be in business

Desired Settlement: I want B and H photo to honor the refund they promised me and stop treating me like a second class citizen .

Business Response: May **, 2014

*********
*****

This customer ordered a new CAPSG1X2 =  Canon PowerShot G1 X Mark II Digital Camera on Apr **, 2014. He was shipped what we believed to have been a brand new camera in an unopened box, exactly as we received it from Canon USA.  He now alleges he received a different camera, a Canon Powershot G11, which was returned to us without several included accessories. We have initiated an investigation, of which the customer is aware, to determine whether or not we shipped the customer a G1X or a G11. Upon completion of this investigation, if we determine the error was our or Canon USA's responsibility, the requested refund will be processed without delay.

****************

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 

 It's funny I was promised a full refund when the zma was done they knew that I stated it was missing stuff in the box yet there stalling the refund process. They need to take responsibility  for this issue. Just letting you all know I leave for china in 2 days. 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

*** *****




 

Business Response: May ***, 2014

BBB Complaint #******
B&H *********

This customer ordered a new CAPSG1X2 =  Canon PowerShot G1 X Mark II Digital Camera on Apr **, 2014. When we receive an order we calculate the order's theoretical weight including the products, packaging, bubble wrap, etc to the hundredth of a pound. When the order is prepared it is weighed to the hundredth of a pound and the theoretical and real weights compared. When a customer alleges an order was incomplete we check our weight data against the shipper's actual weight. If there is a discrepancy, it indicates the possibility of a problem. In this instance, there was none. A Canon PowerShot G1 X Mark II Digital Camera will all accessories as packaged by Canon USA has to weigh substantially more than a Canon G11 missing its charger and other accessories. Had we in fact shipped an incomplete G11, there would have been discrepancies between our theoretical and actual weights.

This indicates that the package shipped to the customer did in fact contain the Canon PowerShot G1 X Mark II Digital Camera.

The customer contacted us April **, 2014 to tell us he'd received the wrong camera and we sent return authorization that day. But, two days later, on April **, 2014, under B&H Web No: ************the customer placed an order for a CANB12L = Canon NB-12L Battery Pack.  The G11 he sent back uses Canon's NB-7L battery. The battery he ordered two days after requesting return authorization is for the PowerShot G1 X Mark II.

It does not seem likely a customer would order a $49.00 battery for a camera he does not have. It seems apparent he ordered a $49.00 NB-12L battery for a Canon PowerShot G1 X Mark II because he received a Canon PowerShot G1 X Mark II.

***************

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ************, and have determined that my complaint has NOT been resolved because 

[Your Answer Here]

 First of all  I bought the camera  from a local  store since I had to have it for my trip to China    second   the reason I ordered  the battery was  since the camera  was new  they didn't have an extra battery  for sale   looked  up online  and noticed  you had it in stock . so at this point  Im going to say  you committed fraud so if you want I will fight this in court  to prove  that your company is dishonest maybe the media  needs to get involved. but  I will not  let you guys get away with this.     Also  did  I return  any accessories when I  purchased  the camera Nope  I kept them   how  can you sleep at night  knowing you screwed  a customer over  I guess  I was right  all you care about is MONEY.

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****************




 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

5/2/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: B & H purchase fiasco They have a few hundred dollars I have deposited in their bank account per ******* ******* at ups. I have received ONE tiny battery worth about $2.00 and nothing else. The UPS trackig shows they delivered the first shipment. THIS IS A NOT TRUE. The emails from UPS themselves prove nothing has been delivered. What I received was an envelope dropped off by a drunk Cargo Trans (UPS subcontractor) delivery person and inside was the B & H invoice for the first shipment a note from IML/UPS demanding I pay or I would be fined. You can see on attachment #034 the proof that delivery claimed by UPS in November was a not true if you scroll to ********s question. We received one battery in one box. The delivery person just dumped the box and ran. I was actually on the phone with ******* at UPS when this took place. ----------------------------------------------------------------------------------------------------- I prepared this purchase by calling both B & H and UPS. I was assured about international shipping and my understanding was that if I chose the UPS option though expensive, it would be very reliable and quick. and that UPS would take care of everything. All I needed to do was pay the customs tax when needed. Please see attachment # 030 where the website from UPS states: UPS Customs Brokerage for Package Shipments At UPS, we process hundreds of thousands of international packages on a daily basis, and virtually all are cleared immediately. With brokerage facilities in all the top world markets (representing 76% of all international trade), we cover the global trading centers where you do business with consistency, reliability, and flexibility.The benefits associated with UPS Customs Brokerage Services include:· Electronic customs clearance that begins while your shipments are still in flight· Expert brokers to handle all complexities and ensure accurate rating of duties and taxes· Use of our advanced online tracking application to monitor your shipment throughout its journey· Routine customs clearance automatically included in all UPS air service rates (where applicable) Please see attachments #001 and #003 from B & H Photo stating delivery would be "3-5" business days. We wanted this for the Thanksgiving Holiday here because I had family visiting Nicaragua. I understood that once the product was in Nicaragua, the UPS customs broker would contact me with the amount of duty and I would pay this via credit cart to them. This proved to be a lie. I was then subjected to a process of over 100 phone calls and over 60 emails (back and forth) and have nothing to show for it. They keep changing the story and what is required and every time we meet the new requests, They change what they want. I paid for shipment to my house and they wanted me to go go Managua which is 2+ hours away. Once I agreed to go to Managua they then wanted my wife to go there twice. (They want a Nicaragua citizens ID to receive this not me). We had agreed to do this on 12/*/13 and planned this for a week. When the time came, they pulled the rug and it was reset for12/**/13. That was also a LIE. We are gone from here after this week and cannot receive anything. The last straw was when we took the excuse of my wifes ID away by giving it to them. They came back and wanted a RUC number. (business ID number). My wife told the agent (*******) more than once that she already HAS A RUC number but ******* now insists my wife needs to send the ID to them to create a new one. They then respnd that they "cannot create a RUC number because my wife already ahs one". They think this shipment is for commercial purposes which it is not. It is amature camera accessories. They are now trying to say my wife is in the camera equipment import business. My wife owns a convenience store. Each time I provide the documents, transport or whatever they want. They change what they want. I believe at this time that they are involved in scamming me. Especially since UPS told me that I can pay customs with a credit card and then UPS Nicaragua has me pay an individual with a bank deposit to a Nicaraguan bank. See attachments #31 and # 32. I have dozens of documents in email that I will attach. I have ordered many times online to Nicaragua and used other carriers and other E Stores with no problem. When I raised this issue with B & H, I spoke to **** ***** and he advised this was not a B & H problem and I needed to take it up with UPS. I have gotten nowhere. When I call UPS I get no help. Please help me as I am out a large amount of money and cannot afford this or the stress to myself and wife. If you read through the emails. Every response is at an email I initiated. You can scroll down. I have raised concerns to B & H and UPS at all levels possible. They are not honorable. I have dozens more documents if you need them. I have received dozens of shipments from ******, Adorama Photo and other websites with no issue whatsoever.

Desired Settlement: I want my wife's ID back that was stolen. I want my products or my money. ** I have over 100 documents. Mostly emails to share on this

Business Response: ***** ** **** *** ******** **** ******** *** ********* ******** *** ******************* ******************* ******************* ******************* ******************
After reviewing the customer's entire complaint and consulting others here we have concluded that this matter is between the customer and the government of the country into which he wishes to imp0ort the merchandise purchased from us with perhaps some peripheral involvement by United Parcel Service. Our involvement in this matter is concluded and the customer's complaint, directed towards us, is mis-aimed.

--
***** ******
B&H Photo-Video

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

1. Because this was my first order with B & H and because it was an international shipment, I called B & H before placing my web order to ask about shipping to Nicaragua and how customs is handled. I was told and recommended to use the UPS Express option (very expensive) because it "works great" for international shipping, would be fast (3-5 days guaranteed) and with respect to customs, once the order arrived in Nicaragua, all I needed to do was pay the customs charges upon delivery. (The delivery was to my house). I was assured that B & H ships this way "all the time without issue".

2. In reliance of the above, I placed my two orders. I have nothing to show but stress and a loss of over $1800.00.

3. The B & H invoice details that I would receive my product in 3-5 days. (Which I paid a lot of extra money for this). We wanted this for Thanksgiving because of family visiting.

4. Since this time, I have received FOUR different orders form B & H's main competitor (Adorama Camera) here at my house in Nicaragua with NO ISSUES OR PROBLEMS whatsoever. I have also received 3 packages of consumer items from ****** in that time as well.

5. B & H's response blames the Nicaraguan government, UPS and me. B & H blames everyone but with whom I have the agreement.  I have no agreement with the Nicaraguan government. I have no agreement with UPS. I DO HAVE an agreement with B & H. I agreed to pay and they agreed to get me my product in 3-5 days.

6. Once this fiasco spun out of control, I have learned some things. UPS uses a SUBCONTRACTOR (IML Nicaragua)  in Nicaragua who operates independently AND pretends they really ARE UPS depending on circumstances and convenience.  IML uses thei own subcontractor to deliver and pick up product in Nicaragua (Cargo Trans). They sometimes pretend they are UPS and other times pretend they are independent depending on convenience and circumstance.

7. IML contacted me with a note dropped off at my house in an envelope with the commecial invoice. The note threatened me that if I did not pay (deposit money in the name of an individual, NOT in the name of UPS, IML or Cargo Trans and NOT in the name of the Nicaraguan customs agency) money by depositing at a bank to this individual that I would be fined $100.00 per day.

8. Upon contacting UPS they told me to call UPS nicaragua. There is no UPS Nicaragua. There is only IML who claims to be UPS Nicaragua when it is convenient. Anyhow, they consistently told me that this was an issue I MUST TAKE UP with the shipper as they have no contract with me.

9. Eventually after dozens of emails and calls, **** ***** at B & H and ******* ******* at UPS (Unites States) advised me to pay the money requested by IML to the individual. I was to also allow IML/Cargo Trans to pick up my wifes Nicaraguan National ID card
.
10. In reliance of ***** and ******* recommendation, I deposited the money. (Receipt is attached) and we gave my wife's ID card to the driver.

11. Dozens more phone calls and another bank deposit and 4 months and I HAVE NOTHING but stress and my wife's ID has been stolen.

There is NO ISSUE with customs or the Nicaraguan government as B & L alleges. I get shipments all the time form the US. All I have to do is pay the duty for customs when it is delivered and no more.  I think there might be an issue with UPS/IML/Cargo Trans. Others locally here have had similar stories. That said. I CHECKED BEFORE I PLACED THE ORDER and used the option recommended by B & H.

I contracted with B & H to have product delivered in 3-5 days.

120+ days and nothing has been delivered.

Nicaraguan customs will not deal with me because IML is the broker of record.

IMP IS UPS (when it is convenient for UPS for them to be)

B & H needs to do the right thing and stop blaming others. B & H clearly has an issue with their sumcontractor (UPS)

I want my wife's ID back and my money back. Though I have reordered (and received) these items afterwards from Adorama, I will accept shipment of them in leiu of a refund. I will pay the customs due dor this shipment (upon recept of the products as I do with all other shipments MINUS the two bank deposits I made that **** ***** and ******* ******* told me to)

B & H needs to act honorable and stop ignoring this. Blaming others is pathetic.

All ducments are attached.
 

7. My contract is

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** ******




 

Business Response:

1) Name who these "others" are?

2) What questions did you ask each when you consulted with each of these "others"?

3) What was each of the "others" respective responses to your questions?

4) How many other times has B & H used the response boilerplate language above to respond to their failure to perform with other dispute resolution services, parties involved with other disputes that are the fault of B & h
Photo etc.? 

B & H said: "we have concluded that this matter is between the customer and the government of the country into which he wishes to import the merchandise purchased from us."

1) What evidence and information did you utilize to come to this conclusion?

2) Did you speak to the "Nicaragua government"?

3) Did you arrive at this conclusion when you were speaking to these "others"? Which "other" or "others" helped you arrive at this conclusion?

I contracted with B & H Photo. I have paid for my product. I have had money taken by their subcontractor.

1) I STILL DO NOT HAVE DELIVERY OF THIS PRODUCT.

2) B & H claims that this is between me and the Nicaraguan Government. I presume they really mean the Nicaraguan Aduana (customs). I have personally visited there and THEY WILL NOT TALK TO ME because this shipment is controlled
by the shipper (B & H Photo) and by the customs broker of record (UPS/IML NIcaragua hired by B & H Photo). UPS/IML will not speak to me because they only speak to the shipper (B & H Photo)

Finally, their statement about my wifes ID is false. B & H said "We do not have any information regarding this ID whatsoever."

The prior statement that they do not have any information about my wife's ID is a flat out LIE. The documents pertaining to this dispute are replete with information on her stolen ID. B & H Photo has proven themselves to be
liars. Why they may not have much power to do anything about it at this time, B&H certainly is liable for the loss and consequential damages because the ID was given to UPS on the advice of a B & H employee (**** *****). Simply unilaterally denying responsibility does not make liability go away.

In summary, all of this is moot because the product HAS NOT BEEN DELIVERED.

I want a refund. I want my wife's ID back and B & H needs to man-up and take responsibility.

B & H has no standing to unilaterally declare this matter closed. They HAVE MY MONEY and I HAVE NOTHING but huge amounts of wasted time, energy, a stolen ID and raised levels of stress both for me and my wife.

Their continued failure to behave honorably is ********* ********* *** ********.

 

1)     The ******* of our customer service department and of our Traffic department, responsible as liaison with our shipping vendors, and with our UPS liaison

2)     I shared the customer complaint with each and asked for their input

3)     They responded we were not at fault, that the matter resided between the customer and his country’s government and that we had and have no involvement with the customer’s wife’s ID

4)     I do not know

1)     The customer’s statements, our shipping and customer service departments etc

2)     Not personally

3)     This duplicates questions posed earlier

 

1)     That is not a question

2)     We have shipped numerous packages to the same country under the same conditions and this customer is the only one who has alleged the problems he reports. It is apparent from that alone our shipping processes are not questionable and not at fault.

 

We do not have this customer’s wife’s ID. No one here told anyone to take her ID. No one here discussed her ID with anyone from UPS or from the government or customs office. We have no information about, nor responsibility for this ID nor do we know where it is now. We cannot return what we do not have.

 

********* **** ********** **** ***** **** ******* *** ********* ***** *** ******* ** **** ***** ******* ** ** *** ********* ******* **** ** ********** **** *** ******** **** **** ***** ** **** ***** ** ****** **** ***** ** **** * *** *** ********** **** * ****** **** **** ** **** ** *** ***** ******** ** * ******** *** ** ********* ********* *** *** ******* ** **** ** *********** *** *********** ******** ******* *** ******* *** *************** *** *** ****** ** ** * ********* **** ** * ******* ****** *** ** *** *** ****** ******* ** ********** ******** **** *** *** **** *********** ****** *** ***** ** ******* ********** ************ **** **** *** ********** ********** ** ** ********* *** *** ******** *** ** **** *** **** ** *** ********* **** **** **** **** *** ****  

**** **** ******** **** *** ******** ***** ************* ** **** *** **** ******* *** ****** ** ******* ***** ***** ** ******* ** *** ** ** **** **** ******** ********* ***** ** ****** ** *** **** **** *** ******* * ******** *********** ***** **** ** ******* *** ******* *** ****** ******* **** *** ******** ******** ** **** *** ***** *** ****** *** ******* *** *** ** ** **** *** ** **** ********** ******* ** *** ******** ** ********** **** ********** *** *********** *** ** ****** **** ***** ** ***** ****** ******* ** ****** **** ** ***** Again – out of our hands. We will issue a refund when we receive the merchandise back.

 

Whether or not we “must address the complaint fully” we do not have to allow ourselves to be subjected to unwarranted hostile, aggressive, intrusive harassment.

 -- -

 regards,
 ***** ******
  ******** ** ********* **************  *** ************ *** *********  *********************

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

The final statement from B & H says they can refund when they receive the merchandise back..

1) Is not relevant as our contract is for delivered product. Deliver has not been made which means B & H has failed to fulfill the contract.

2) Sending the merchandise back is FULLY under the control of B & H photo as I do not have, nor never did have possession or control of the
product.


*****

I DEMAND an apology and a retraction of the slander by B & H about unpaid ***es. Or, provide proof of your libelous statements. My evidence of your LIES is attached. WHERE IS YOUR PROOF? Provide it now.


The allegation of ******* **** *****" is another lie made up to, now (given the tone and belligerence of the B & H response) and likely in addition to keeping my money, it is to feel macho or save face somehow. I will  invite B & H to provide proof of that slander and I will then forget about their unlawful conduct. I have offered and continue to offer to pay ANY and ALL duties that may be due. NOBODY WILL TELL
ME WHAT THE THE FEES ARE. THEREFORE, I CANNOT PAY THEM.
 

B & H earlier claimed this was "between me and the Nicaraguan government" yet now claims (for the first time) that "UPS claims I am restricted from receiving my merchandise"..... This is a new excuse.

I have ZERO **** ***** to the Nicaraguan government. *** ****** here is public record. Go to the *** and look at the records. (I am a US citizen therefore I do not incur Nicaraguan *** liability). Now, If your claim really means that my wife had a pending payment to the *** here for her business, I PROVIDED RECEIPT for a fee (NOT A ***) we paid to take THAT LIE away from UPS. It is in the documents I provided but I will upload them again here. My wifes *** ****** with the *** IS and always has been in good standing. If you say different. Post proof.

THIS IS A FLAT OUT LIE. If it is true. Post the proof!!

Any duties for this shipment will be paid when I am made aware of what the amounts are.


B & H Photo, provide evidence of this slander or retrace it or apologize now.
 

I HAVE PAID FOR THE MERCHANDISE. I HAVE NOT RECEIVED THE MERCHANDISE. The shipper (B & H Photo) controls this.


Posting beligerent and libelous, unlawful statements, nor will making ******** comments like "**** **** and **** *****" will not get this resolved. The act of B & H quitting (now for their the second time) from this dialog is unprofessional and indicative of what sort of operation B & H operates.


As to the claim from B & H of "unwarranted hostile, aggressive, intrusive harassment."
 

1) I have paid (there is no dispute)

2) B & H has my money (there is no dispute)

3) I do not have my product (there is no dispute)

4) My wife's ID is still stolen (there is no dispute)

5) B & H is accusing me of not paying ***** (B & H has no proof) (yet claims I am " unwarranted hostile, aggressive, intrusive harassment.")

 
The merchandise is under the control of B & H, not me. I can do nothing without them (the shipper).

Here is an opportunity for YOU, B & H. Apologize for your libel and slander NOW.
 

I want to restate again that B & H refusing to take responsibility does not relieve them from the consequential and possibly now, punitive damages from their actions and statements.
 
I again, simply want to pay the duties that are due and receive my items or refund my money. B & H has now chosen to escalate this to a libel and slander claim.


 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** ******




 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

4/30/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I contacted B&H concerning an advertisement I found on their website that they purchase used photography equipment. The equipment that I had available to sell were professional grade, high-end, lighting fixtures and accessories. After talking with a representative from the "Used Equipment" department concerning my equipment I, I was offered a quote for the items they were interested in. Their website states the following in regards to their purchase process. "Your equipment will be inspected in the order that it was received. If the description you provided is accurate, we will mail you a check or you may pick it up in person at our SuperStore. If we find that the condition of your equipment is not as you described, we will contact you to modify or rescind our offer and explain the reason for doing so. If we do not reach an agreement, we will immediately return your equipment at our expense, fully insured." My items were delivered B&H Photo and Video on 12/*/13. I was informed it would take 5-7 business days to evaluate my. I waited for 7 days and never received a call from B&H. I then began to email and call weekly for an update on the equipment evaluation and the response I was given at the end of each contact was that “they were really busy and it would be another week”. I sent them a little over 1 hundred items for evaluation so I understood the need for some additional time and I waited patiently. I learned later that my shipment wasn't even opened for inspection until 01/**/2014, almost an entire month later. After about 4 weeks of getting the run around I finally got in touch with the "Evaluator" and he informed me that some of my items (Norman LH-2000 flash-heads) had alterations made to them and he also needed the cables and bulbs. I informed him that I didn't have the cables but I could send him the bulbs. He stated he would discuss with his supervisor to see if they still wanted to purchase them and that he would get back with me. He never got back with me. I had to track him down and it took another week before I finally got a hold of him again to get an update. When I finally reached him again on 01/**/14 he stated at that point that he was not going to purchase ANY of my items and that they would be shipped back to me by the end of the week. I did not receive my items back until 02/**/13 two weeks later. At this point I didn’t argue or even ask about the purchase quote for the rest of my equipment. I already had another buyer and I just wanted my stuff back and to never have to deal with B&H again. Upon receipt of my equipment I was very disappointed to see broken boxes and my equipment actually falling out of some of the holes in the boxes they were shipped in. I immediately took pictures and began to inspect the contents and found a large amount of damage to numerous items. It was very disheartening to see the lack of care in which my items were packaged and the failure of B&H in using the appropriate packing materials necessary to ensure the safe return of my products. This is not how I shipped the equipment to B&H! When I shipped the equipment to them, everything was bubble wrapped, and all boxes used were sturdy and appropriately sized for the weight of items being shipped within them. Another policy listed on their website states “If, for whatever reason, you are dissatisfied with your purchase, you can return it to B&H within 30 days of purchase date subject to conditions below. Claims for missing items or items damaged in transit must be received within two business days of receipt of merchandise.” I sent an email the next day after I received the delivery. In this email I included a zip file with pictures of the damaged items as well as a detailed list of any items that were broken and/or missing. In many of the pictures you can see the scratches and dents have affected the B&H receiving stickers that the company placed on my products upon receiving them; which means that this damage occurred either during their possession or the return shipping. It was B&H’s responsibility to ensure that proper care was taken to prevent damage by packaging my items securely and they did not. In fact you can see in a few of the pictures that there was no care taken at all. My items were just thrown into boxes without even as much as being wrapped in paper. According to the tracking information, the shipment wasn’t even properly insured. I received an email on 02/**/14 informing me that they were very sorry for the issues that I experienced. But in order to resolve my issues, I needed to call the customer service department and ask for a manager. By the time I read this email it was late in the afternoon where I live (PST) and they had already closed for the day. I contacted customer service on the following Monday and requested to speak with a ******** ******* ******* and I was told that the manager was out to lunch but a message would be relayed with my name and contact number. I waited the rest of the day and never got a call. I called the following day and was again told that a manager was not available, but this time I was transferred to manager’s phone and I was able to leave a message on his voicemail. I never received a call back. I again waited patiently for a Manager to call or someone to contact me, but after multiple call attempts and numerous emails, and voicemail messages left, I am yet to hear anything from them. I have also lost my ability to sell these items to my alternate buyer as most of the items that my alternate buyer was interested in were among the damaged by B&H.

Desired Settlement: I want to return the damaged items to B&H and they should pay the originally quoted purchase price of these specific items. If B&H will not agree to accepting these items as is and paying me at the originally quoted purchase price, then I want the damaged items replaced with new ones.

Business Response: March **, 2014

BBB Complaint #*******

This issue has been forwarded to the manager of our used department who says he is eager to resolve this but cannot because the customer has not returned any of the several phone messages left for him. He will continue to make every reasonable effort to see this matter is amicably concluded.

--
***** ******
B&H Photo-Video

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

The business response states that they have tried to contact me multiple times and left me a number of messages.  I double-checked my call history and I have not received a single call from the B&H since December.  I also checked my voicemail again, and I do not have any messages from B&H.  I did go through my email and found an email from them requesting me to call them, which I did.  Unfortunately I was never able to reach the person that sent me the email (******).  Partly due to the time zone difference and partly due to conflicting schedules.  However, ****** is also the person and cause of my original complaint.  I would really prefer to speak with someone else.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** ******




 

Business Response: April **, 2014

RE: BBB complaint # *******

We have reached out to the customer repeatedly and have never received any reply from him. The manager of our used department, ** *******, wrote to me as follows:

I have called him every day this week & emailed he has not responded.

The goods he sent in had the following problems.

He sent in power packs without any heads.

LH2000 came with short cords & can't be used out in the field. They also did not have any flashtubes ($300.00 each) or modeling lamps.
Most of them came without any mounting brackets. Bottom line -- not in sell-able condition.
 
Photogenic heads came without any flashtubes which are no longer available for purchase.

We can offer $1000.00


** ******* can be reached via ###-###-#### or ###-###-####.

--
***** ******
B&H Photo-Video

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.  I will contact the *** ******* and coordinate the resolution.

Sincerely,

****** ******




 

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/15/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Summary I have ordered electronic items from B&H by email, based on my email B&H created the P.O. with the correct shipping address. B&H shipped the order to a wrong address and apologized for the mistake claiming that I have sent them the wrong address. I have asked them to send me any correspondence from me giving them the wrong address; they stopped replying to my emails. Details January **, 2014 order #*******shipped with a defective item (Actiontec MyWirelessTV Multi-Room Wireless HD Video Kit) January **, 2014 I asked for RMA to return the defective item January **, 2014 RMA #***was issued by B&H January **, 2014 I received an email from B&H to return the defective item by postal delivery services February **, 2014 I received an email from B&H advising that they have received the returned item February **, 2014 I received an email from B&H stating that a store credit in the amount $179.99 was issued #******February **, 2014 I have sent an email to B&H with a new order total cost of $323.48 February **, 2014 I received an email advising that order # ********* was created by B&H based on my email with the credit applied and that I cannot pay using PayPal and have to send a fax with the credit card details to pay for additional charges beyond the store credit amount. March **, 2014 I sent the credit cards details as an image by email, they did not understand the email ***, 2014 I sent a fax with credit card details to B&H March **, 2014 received an email from B&H with order status showing billing address as correct address in Kuwait and wrong shipping address in FRANKLINTON, NC March **, 2014 I sent an email to B&H informing them that shipping address is wrong and provided the correct address March **, 2014 I received an email from B&H with following message “I'm sorry the order has already shipped and signed for. Unfortunately we can't do much once it has been received.” March **, 2014 I sent an email to B&H informing them that they shipped to a wrong address and they should try to collect the shipment and send it to the correct address. March **, 2014 I received the following email from B&H “I am sorry to hear about your package. Unfortunately, there is not much that can be done at this point, as the package was delivered. After looking into this for you, it was confirmed that the address it was shipped to was the address on the P.O you submitted.” March **, 2014 I sent an email to B&H asking for a copy of the P.O I sent or any other email or document showing that I gave them the wrong address. B&H did not reply and stopped responding to my emails. I can send you copies of all the emails above if needed I have never sent B&H the address in NC, they have shipped to a wrong address and did not try to recover the package. They also claimed that I have sent them the wrong address and did not provide any proof that I sent the wrong address.

Desired Settlement: Ship the items ordered and paid for to the correct address in Kuwait

Business Response: March **, 2014

BBB Complaint #*******
B&H Customer code ********

The customer's order history is as follows:

B&H Web No: **, 1/**/14 -- This order was placed via our web site, paid via PayPal and shipped to the address the customer entered on our website when the order was submitted. It was not edited or altered in any way between his submission and the shipment. A screenshot of the billing and shipping information submitted to us is attached.

B&H Return Authorization ***1/**/14 = store credit for $179.99.

B&H ***, 2/**/14. Paid via above store credit plus Visa account. B&H cannot accept payment via PayPal for an order unless the order comes to su through our website. Since this was a replacement transaction generated by customer service, PayPal was unavailable. I do not at this time have access to any purchase order the customer may have submitted.

B&H Return Authorization **, 3/**/14 = store credit for $262.21.

It is hard to give credence to his allegation we stopped replying to his emails when his complaint says repeatedly, "I received an email from B&H..."

**************

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

Follows please find my response to B&H comments in green

B&H Web No: ****, 1/**/14 -- This order was placed via our web site, paid via PayPal and shipped to the address the customer entered on our website when the order was submitted. It was not edited or altered in any way between his submission and the shipment. A screenshot of the billing and shipping information submitted to us is attached.

The information above is correct and I have received order ****with no issues but asked to return the defective item.

B&H Return Authorization **1/**/14 = store credit for $179.99.

This information is also correct

B&H ***, 2/***/14. Paid via above store credit plus Visa account. B&H cannot accept payment via PayPal for an order unless the order comes to su through our website. Since this was a replacement transaction generated by customer service, PayPal was unavailable. I do not at this time have access to any purchase order the customer may have submitted.

They don't have access to any purchase order, because I did not send a P.O., I sent an email with the correct shipping address and B&H created the purchase order with the correct shipping address (see attached email in Microsoft Outlook 2011 MAC format)

B&H Return Authorization ***, 3/**/14 = store credit for $262.21. 

The information above is NOT correct the Return Authorization # is ********dated February 6, 2014 for store credit = $179.99 

Order # ********* value is $262.21  + $61.27 for shipping charges = total order $323.48 (email attached)

Also note that the shipping charges are $61.27 is for overseas shipping


It is hard to give credence to his allegation we stopped replying to his emails when his complaint says repeatedly, "I received an email from B&H..."

 No comments



The file attached by B&H clearly shows the billing and shipping addresses to be in Kuwait.

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****************




 

Business Response: April **, 2014

BBB Complaint #*******
B&H Customer code ********

Transaction history for B&H customer code ********:
 - Web No: *********placed 1/**/14 for merchandise totaling $1190.42 plus s&h of 128.41. Order total = 1318.83
Shipped in two packages.
 - Return authorization ********for one Actiontec MyWirelessTV Multi-Room Wireless HD Video Kit. Per customer instructions, store credit issued in the amount of $179.99
 - Transaction ********* dated 2/**/14 for merchandise totaling $262.21 plus s&h of 10.51. Order total = 272.72. Paid via the above-referenced store credit plus the customer's Visa account.
 - Return authorization ********* for four items. Store credit in the amount $262.21 issued.

If the customer wants Transaction ********* dated 2/**/14 reconstituted with shipping to Kuwait, we will be happy to do so. To that end we have created our quote *****for merchandise totaling $262.21 plus international shipping in the amount $61.27, totaling $323.48. The store credit from Return authorization ********* can be applied as partial payment. A copy of this quote has been emailed to the customer.

--
*************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/15/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I made a purchase at B&H Photo online Thursday afternoon and noticed a mistake on the order Friday morning after reviewing it and cancelled it by calling customer service. The order was cancelled, returned to them without even having the item shipped to me. I've asked them repeatedly to follow their own policy stating that I'd be able to have my money refunded by monday. Im now being told, that the item has been returned to them just today and they need to inspect the item for damages in their "returns department and now have to allow 2 to 3 days for them to "process it" then they will issue my refund 2-3 days after that then wait 2-3 days after that to see it refunded back to my account. I even asked them If I could just make an exchange for another piece of equipment of the same design but id have to pay the difference for it however, this offer too was rebuffed in favor for the "inspection" and "processing". In short to be blunt about it, these people are sitting on my money and I think thats despicable business practice no doubt condoned and encouraged by their ***.

Desired Settlement: I want ALL of my money refunded immediately. Not two weeks from now not two days from now. NOW!!! Im tired of looking at this in my inbox as being an unsolved issue. Its a simple fix and I don't appreciate being treated by this. I run a small business on top of serving our country as a United States Marine and Theres no way in hell id run my business with such used toilet paper stall tactics and flat out lying to my customers. Ive been in business for over a year and although my company is very young, ALL of my customers LOVE our brand because we stand by our products and our customers no matter what. Take note B&H Thats how you run gain and attain business. I hope you're taking notes.

Business Response: April **, 2014

BBB complaint #**********
B&H Web No: ********

This order was placed via our website on Apr **, 2014 and shipped the next day. After it was shipped the customer contacted us, advised us he'd ordered incorrectly and asked us to recall this package before it was delivered. We were happy to accommodate this request despite the expense to us. FedEx delivered the package to us Monday, Apr **, 2014 after Noon.

Each package we receive has to be cataloged and inventoried, routed to the appropriate department, cataloged and inventoried there and then processed, in the order received. This customer's returned package will follow that same route. once it has been processed a refund will be issued from our computer system. Once that has happened it may take several days before the customer's bank will acknowledge the refund to him. This is the result of federal UCC regulations over which we have no control.

The customer's complaint is both premature and invalid. The refund he seeks will be processed as quickly as circumstances permit, delayed only, if at all, by our upcoming annual Passover hiatus.

************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/11/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I sent B&H a camera to sell. They accepted an offer of $69.99. On the form that I sent with the camera, I selected for a check to be sent. After 2 weeks, I called them and was told that I would be sent a check soon. The next day, I was sent an e-mail telling me that I was sent trade-in credit. I called back and was told that I would be sent a check to correct this mistake. I was then sent an e-mail again the next day, telling me that I have received trade-in credit. They have lied to me and I should have recieved my check more than a month ago.

Desired Settlement: This is a horrible business. I want my check right now.

Business Response: *******
This issue will be forwarded to the manager of our used department who will resolve it as speedily as possible.


***********

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/11/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been planning on purchasing a camcorder. Saw their advertised price on Google and their website on 3/**. The next morning, 3/**, when I planned on purchasing the item it had increased an additional $200 even though Google Shop still reflected the $1199 price. I contacted their chat service to request B&H to honor advertised prices, and did not receive a response. A few days later I received an email from their sales department (******* **) on March **instructing me to contact their customer service department. I did, and then received an email response from their customer service dept (**** **) on April **stating that the promo ended March **, even though their website changed prices on 3/**.

Desired Settlement: I would like for B&H to honor the price of the camcorder.

Business Response: April **, 2014

B&H quote ******has been emailed to the customer for his consideration. As an aside, we are not under any obligation to extend a limited time lower price but do so as a courtesy.


--
*******

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ***********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Dear ****** ***********,
I received a quote sheet yesterday from B&H (***** ******) reflecting the $1199 price for the Canon Vixia HF G30 camcorder. 
I also received an email from **** ******** yesterday stating that the price they will honor is $1349.  So I responded back to **** ********' email asking for clarification since the quote sheet does state: This quote is for information only. Prices, products, and availability are subject to change without notice. 
**** ******** responded back to me today confirming $1349.
I am perplexed as to why the information from **** ******** and ***** ****** are in agreement.  I would have tried to contact ***** ****** if his contact information was made available.  
****************


 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***************




 

Business Response: April **, 2013

The B&H quote, our *********, remains valid. The customer would be wise to contact me directly rather than follow this circular and unsatisfactory path through the bowels of the BBB.

--
***** ******
B&H Photo-Video

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/8/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Bought a camera lens online (Sony ***) through B&H and received the lens on 12/**/2013. According to the description on the web-site the lens should come with a case (confirmed with B&H via e-mail). And after 3 months I'm still waiting for the case. Timeline: 12/**/2013: Asked if I'm suppose to have the case with the lens, and the answer was affirmative 12/**/2013: Customer Sservice Department confirmed that they've contacted the manufacturer to ship the case directly to me. 2/**/2014: CS said they've been informed by Sony that the case has been processed, and will take 7-10 business days to receive. 2/**/2014: No case was received. Asked if they've tracking #, and they didn't respond to that question. 3/**/2014: File complaint to BBB. In between the time-frame above, every 3-4 days I receive a email from CS saying that they're "currently working on the issue with the manufacturer/issue", with no further information.

Desired Settlement: Just want to receive the case asap. It's been too long.

Consumer Response: *******************

The business didn't response to this complain on BBB, but they contacted me saying that the lens case doesn't comes with the lens according to the manufacturer, despite the fact that it is listed on the description of the item on their web-site (now removed), and was confirmed with their customer service department.
They offered a free lens case as a result. I'm satisfy with the result, but not the process, which last for 3+ months. Though not satisfied with the lengthy/inefficient process, I think it is fair to close this issue as they finally told me a solid answer, and offered some sort of compensation.

Sincerely,
************



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/28/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Purchased a Mace 1TB DIY 16 Channel DVR security system with 8 cameras, with an additional service warranty at a 3 year term on May, **,2012, Invoice # **********. The warranty is through Lifetime Service Center. I've been experiencing issues with the DVR unit itself, making excessively loud noise, not recording and not working properly with viewing on external devices such as cell phones etc. The DVR sound is so loud it can be heard from anywhere in my house, it actually vibrates my walls from the vibrations and noise. Contacted B&H and was told to call Lifetime services to have the DVR looked at. Made contact with Lifetime rep and was issued a shipping label to send DVR in. DVR was dropped off @ UPS on Feb **, 2014. Feb **,2014 Invoice from Lifetime service was made stating the DVR passed all function test. Received the unit a week later and with an hour the unit was doing the same problem as before. Contacted Lifetime service and they issued another shipping label. Received the label a week later and shipped unit back on February **, 2014. March **, 2014 Invoice and repair made by Lifetime, Passed al function test and checked all cable and connections. Received the DVR a week later and within 5 minutes of plugging it in, same problem. Contacted Lifetime services again and was told to contact B&H to find out what they wanted to do, because the unit is passing all their test and nothing else they can do. Received a phone call from B&H a few days later stating I will be issued a return label to have is checked out agin by Lifetime services. I stated my concerns about Lifetime not repairing the unit and was told the problem could be from shipping the unit and the repair failing during transit. I asked for a refund on the DVR itself or be issued a new DVR since Lifetime can not repair the unit. I was told by B&H they will not honor that unless the product has been sent in 4 times in one month, not 4 times total in order to be issued a refund. This is totally impossible, it takes a week to get a shipping label, a week to ship, roughly a week to get checked out before being returned. Almost a 2 1/2 week turn around each time. How can I have it sent in 4 times in one month for that policy to take place? I just received my 3rd return label on March ****, 2014. With the policy they are stating to me, which isn't published anywhere on the website about being repaired 4 times in one month, I'll be sending this product back and forth numerous time without resolve and no security system. I've been with out a home surveillance system for over 2 months.

Desired Settlement: I want a DVR that works correctly with no noise, That connects with my mobil devices or give me a refund for the DVR itself and my warranty I purchased and I'll purchase another DVR to work with my system. if not I'll gladly uninstall the entire system and send back for a complete refund.

Business Response: March **, 2014

BBB complaint #*******
B&H Web No: **********

This customer made this purchase on May *, 2012. The order included:

MAVIDEOTOGO-4CK = Mace Power Supply kit for 239.00
MAVIDEOTOGO-164 = Mace DIY CCTV 16-channel DVR with 1 TB & 4 Camera System Kit for 727.95

The order also included Sagemax (by N.E.W.) warranties SCS3-200 and SCS3-700.

When the customer contacted us during January, 2014 regarding his DVR he was directed to Sagemax (by N.E.W.) whose extended service plans he had purchased with the Mace products. They are receiving a copy of this now. The B&H return policy for this transaction expired during June, 2012. The customer's current options include the manufacturer, Mace (********************* ** ****** *********************************************************************).


--
***** ******
B&H Photo-Video

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

When I contacted the warranty service center, they told me there's nothing more they can do. I would receive a phone call within 2 business days on what actions would take place. That's when you "B&H Photo" contacted me stating to send my DVR back to the service center. You even told me, The repair probably came undone during shipping.  You never sent a new package to send the DVR back in, I'm using the original packaging which is in excellent condition with proper foam supports. The service center is doing nothing to repair the DVR except clean the unit, run a few test and send it back. When I expressed my concern, that's when you told me it would have to be sent in 4 times in one month in order to be replaced or refunded. Why has that changed now? I have yet to receive this policy your claiming you've sent now. Please explain who is liable for when something happens to my property and my surveillance system is not working. I've done everything in my power to protect my investment, including buying an extended warranty which is not being honored except for a few test and cleaning the unit, besides making the necessary repair to fix the unit properly. That sir is not a warranty. It's a scam.
 It would be no different than me purchasing an extended warranty on a new car and having transmission trouble. Send it in for repair and the service center just changes the oil in the transmission and sends it back when the transmission needs to be rebuilt. After a few days my family is stuck on the road because it wasn't fixed correctly after two attempts with the same trouble. Fix the DVR or give me a refund plain and simple. 

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** ******




 

Business Response: March **, 2014

BBB complaint #*******
B&H Web No: **********

The
customer's property is covered by the Sagemax by N.E.W. protection
plans I cited in my earlier reply. If the customer is dissatisfied with
their service he should file a BBB complaint directed towards them.
B&H does not in-house repair work and cannot repair the customer's
merchandise. The merchandise was purchased May, 2012 and apparently
operated without incident until January, 2014. Our return policy for
this transaction has expired and we will not accept the merchandise back
for return, nor issue a refund.


--
***** ******
B&H Photo-Video

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

He keeps avoiding the questions. I do not accept his opinion or facts. He doesn't own up to what But has told me via our phone conversation or show the policy he claims he sent me. Which I am still waiting on.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** ******




 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

3/13/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a used camera from their company expecting it to work properly. I did not from day one. I my ignorance and because of my trusting nature I figured it was my fault and set the camera aside until I could take a class to instruct me on how to use it. Although B&H says they 'rigorously inspect' their used equipment - they do not. I have a camera that I thought it was my fault I could not set it right and waited too long to take a class to use my "new" used camera. The instructor held it for two minutes and then told me "You are not doing anything wrong. Your camera is crap. The circuits are total blown and Canon has no reset. Send it back." Of course I am outside the return window because I waited too long to take the class. That's on me. The order number is ********* reference number *********** I asked them if there was any way I could find out who cleared this camera for re-sale and they said they had no way of finding that out. This is an $889.95 mistake on their part! And I am the one left holding a camera I can not use professionally. Following is a quote from their own web site that lead me to believe it was my own error and not theirs . "B&H carries an extensive inventory of pre-owned photo, video, and audio equipment. You can purchase used items online, by phone, or at our New York SuperStore. Every used item we carry is rigorously inspected and tested before being put up for resale. All equipment is guaranteed to work, regardless of its cosmetic condition. Used audio, digital photo, and video (excluding video heads) equipment have a 30-day Parts and Labor warranty. Used film photo equipment has a 90-day Parts and Labor warranty from date of purchase."

Desired Settlement: My desired out come would be they take the camera back that they sent me and send a different used camera that works. On my honor I received this camera in the condition its current condition. However, I know I am way past my 90 days due to personal issues and the availability of money to take a class on how to use my 7D. I am willing to find some middle ground but eating OVER A $1,000.00 (ADITIONAL PARTS I BOUGHT TO GO WITH THIS CAMERA THAT DO NOT WORK ON MY OTHER CAMERAS) because they sent me defective equipment is hard to swallow.

Business Response: March *, 2014

BBB Complaint #*******
B&H Web No: **********

We appreciate this customer's purchase and regret her dissatisfaction. This purchase was made July *, 2013. The order was shipped July *, 2013 and delivered July **, 2013. That was eight months ago. Our return policy's time limit is 30 days. The used department also has a 30-day Parts and Labor warranty.

We regret the customer made no effort to contact us when she received the camera. By her own admission, "I purchased a used camera from their company expecting it to work properly. I(t) did not from day one." If it did not work "from day one" had she contacted us then we'd have been happy to make an exchange. Today we have no way of knowing if the camera did or did not work when the customer received it nor if the current problem is the result of the customer's handling of the camera.

As the customer herself noted, "I am outside the return window because I waited too long to take the class. That's on me."

--
***** ******
B&H Photo-Video

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/11/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: when I purchased this item it said it came with a instruction manul and a 50 pack of photo paper it came with none of them

Desired Settlement: send me a owners manuel and the pack of photo paper like the description said

Business Response: February *, 2014

BBB Complaint #*******
B&H Web No: **********

This customer purchased a used HiTi HIS420 Photo Printer. A screenshot of the printer as presented to the customer when the order was placed is attached. There is no list of included accessories and no mention of an included manual or pack of paper.

Since the customer is returning this product to receive a refund, the issue is moot. Return authorization ********* was issued and emailed Jan *****

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***** ******
B&H Photo-Video

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]the issue is not moot  i talked with a company rep and asked if the manuel was included he said yes and why would i buy the photo printer if if don.t know how to use it they sent me a rma number but i not going to pay for the return shipping when its there problem i see they 142 complants about the same issue i think they have a problem

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

**** *******



 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

 If that the way you want to do business is fine but don't cry when things don't go your way all that i ask if it had a owners manual and ***** said  it did so if that not false adveristing what is 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

**** *******




 

Business Response: March *** 2014

BBB Complaint #*******
B&H Web No: **********

The customer wrote, "If that the way you want to do business is fine..." Thank you. I trust we are now done with this matter.

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***** ******
B&H Photo-Video

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

3/11/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered a Sony Vaio laptop, and I was sent an Asus laptop, of much lower quality than the Sony that I ordered. I called and was transferred several times, and eventually put on hold. I waited on hold for about 30 minutes, then someone picked up and hung up. I called back, was again transferred several times, and again placed on hold. I waited on hold for another 30 minutes, and eventually hung up after no one answered. I then completed a request for RMA, and additionally sent emails to their email address. I never received a response.

Desired Settlement: I would like the actual laptop I purchased, however after getting a better glimpse of B&H and their level of customer service, I would like a refund. In the mean time, I will contact the credit card company and dispute the charge until this issue gets resolved.

Business Response: February **, 2014

BBB Complaint #*******
B&H Web No: **********

We regret this error and the dissatisfaction the customer experienced. Return authorization and a pre-paid UPS return label have been emailed to the customer. As soon as we receive and process the return a full refund will be issued.

--
***** ******
B&H Photo-Video

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

B&H received their return package on 3/* (signed by *****), however I still have not been issued a refund for returning the wrong item that was sent to me.

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

**** ********




 

Business Response: March **, 2014

BBB Complaint #*******
B&H Web No: **********

Under B&H # ********* the requested refund has been issued.

--
***** ******
B&H Photo-Video

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

**** ********



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/7/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On 02/**/14 I placed a order for a Samsung tablet that listed a availability date of 02/**/14 (the following day). The next day I checked order status, and the items availability date had been changed to "mid March" And yet I was fully charged for the order, and had received no notification of any delays. And now there site lists the END of March as the availability date, and again I have not received any notifications After discovering the first delay, I used B&H's live chat and was told that the availability issue had been know for some time, and apologized for the site not being updated. I filed a complaint with customer service, but they simply lied about the availability dates. I had responded to a B&H feedback survey, and got a response from ***** ****** , ******** ** ********* **************, He also lied about any prior knowledge of availability dates. It has been made very clear that B&H was aware of the fact the tablet would not be available, and they still charged me the full price for the tablet. I believe that is deceptive, and fraudulent.

Desired Settlement: I have no doubt that I will get my money back. I think the only fair option is to post a public apology on the home page of their web site to me, and all others that they have improperly billed for items they did not have, and especially knew they would not have.

Business Response: February **, 2014

BBB Complaint #*******
B&H Web No: **********

On Feb *** 2014, the customer ordered a SAGNP12264B = Samsung 64GB Galaxy Note Pro 12.2" Tablet (Wi-Fi Only, Black). It was not in stock when the order was placed. At the time the order was placed we advised, "
This is a new item, We are accepting orders and they will be filled in the order they are received..." We also advised, "One or more items in your cart are pre-ordered. Your entire order will be held approximately until Thu, Feb **," based upon ETA information we had received from our supplier.

Subsequently that ETA information was updated and we in turn updated the information posted on our site. We regret the original information supplied to us by our vendor was ultimately inaccurate and regret this customer's dissatisfaction. The customer's allegation we, "...simply lied about the availability dates," is untrue as is the allegation that I "...also lied..." about any aspect of this transaction.

The customer also wrote, "B&H was aware of the fact the tablet would not be available," which is obviously true since we informed the customer it was not available before the customer placed his order. His accusation this is, "...deceptive, and fraudulent," is baseless and untrue.

At the customer's request the order has been cancelled and a full refund issued to the customer's BillMeLAter account.

--
***** ******
B&H Photo-Video

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:.

 


As I stated, on 02/**/14, I had checked the status on my order. There had been no notifications sent by B&H, yet the availability date had been changed. I used live chat, and it was a chat agent that informed me the it was known that the tablet would not be available (Prior knowledge). This prior knowledge, and the fact that they had charged my account the full amount even though they did not posess the tablet is fraudulent. Contributing to this, is the fact that they again changed the availabilty to the end of March, and failed to notify me.
It also turns out that *******, ******, ************ and ****** had all known, and posted the later availability dates. And all stated that they would have NEVER charged my account without my order being available for shipment. They also suggest that NY law prohibits such billing (un-verified).

Sincerely,
******* *******




 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:*** ****** has apperently chosen to simply repeat his words over and over. Since I DO NOT consider this closed, I am being forced to repeat myself.


Sincerely,

******* *******




 

Business Response: March *, 2014

BBB Complaint #*******
B&H Web No: **********

At the customer's request the order has been cancelled and a full refund issued to the customer's BillMeLAter account. We consider this matter concluded.

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***** ******
B&H Photo-Video

BBB's Final Determination: BBB determined that while the business addressed the complaint issues, the complanant was dissatisfied and the matter was outside the BBB Rules of Arbitration.

3/6/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I placed an order with B&H Photo for 4x VisionTek R9 280x cards on January **, 2014. The price I paid was $309.99/card, and I was perfectly aware that it was a pre-order and I would need to wait a while to get my cards. Since then, I have received several "Sorry this is taking so long, but thank you for your business!" e-mails. I patiently waited, until last week, when I received an e-mail that my card had been declined. Now, this was sorted in quick fashion. I called my card company, told them the charge was actually authorized, and then called B&H Photo. The person on the phone happily processed my payment and told me to expect a tracking number later in the day. The charge on my card was pending and actually went fully through, as of 2/**/14. Fast forward to today. I still have no tracking number, so I give B&H a call. They stopped the shipment because their supplier upped the price, so they would also need to up their price $50/card (which is a "discount"). Now hold on. I waited a month and a half, receiving e-mails thanking me for my business, with no notification that the price was going up. On top of that, you already charged my card? I talked to a customer service rep, his **********, and tried to get the **********'s director on the phone, but only got a name, but no contact information.

Desired Settlement: I would simply like for B&H Photo to ship me what I have already paid for.

Business Response: March *, 2014

BBB complaint #*******
B&H Web No: **********

I am pleased to report the customer and I have resolved this amicably. In accepting our offer of resolution the customer wrote, "I appreciate your patience and effort in dealing with me as a customer.  After careful consideration, I find that your offer described is reasonable and an equitable compromise as you have put it.  Please let me know when the 2 cards will ship out.  Again, I appreciate your effort and recognize that a lot of thought and effort went into making this offer."

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***** ******
B&H Photo-Video

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

**** ****



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/5/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: On 08/**/2012 our company purchased a $ 3829.95 Garner PD-4 Hard Drive Destroyer from B & H Photo. When we purchased this unit B & H photo also sold us a $414.99 extended warranty for our machine. On 10/**/2013 we noticed the machine was not functioning properly so we started contacting B & H Photo for a service repair. It took several days to actually get in touch with anyone, but we did get through and we were asked to contact SAGE MAX for the repair information. This started a whole issue as Sage MAx claims they should have never sold us a warranty for that machine and immediately tried to refund the warranty. We took this issue back to B & H as that is who we purchased everything from, B & H photo responded several times by telling us it was a Sage Max issue not theirs. B & H Photo and Sage Max both went back and forth both claimimng it was the others problem. Finally still going back & Forth between the two I sent the machine back to the original manufacturer on 11/**/13, we do run a business and this machine is a key instrument for us, we had already been down a month. I informed B & H that the machine had been sent for repair and I asked again that they cover the repair cost. They continued to deny our repair claim. I received a quote for the repairs of $1692.77 and I approved the manufacturer of the machine to make the repairs. After which B & H said they wanted the machine shipped somewhere else. After the repairs were made, I sent a copy of the final invoice to B & H with a total bill of $1692.77 and one last time requested them to make this right. They instead called and left a voicemail stating they were issuing a check for our warranty of $414.99. I received this check however I have not cashed it, I feel B & H never had any intention of covering the warranty and simply decided to refund the warranty after they realized a claim was made. If I was sold an extended warranty to cover repairs on our machine I would expect the repairs to be paid, not the warranty to be refunded when a repair order was placed.

Desired Settlement: I feel B & H needs to refund our full repair bill and freight on this issue. At this point the warranty I was sold is worthless, I would like to see at least the repair and freight repaid in the amount of: Garner Products = 1692.77 Fed Ex Freight = 117.90

Business Response: February **, 2014

BBB Complaint #****
B&H *********** dated 08/**/12

The customer purchased a Garner PD-4 Physical Hard Drive Destroyer.With it he purchased a Sagemax (N.E.W. Corp) Ctlg #: ******* warranty. We corresponded with Sagemax and  this customer regarding this matter constantly beginning October, 2013. Ultimately, as a courtesy, we refunded the price the customer paid for the CS3-3000 warranty. We are not responsible for, and decline to reimburse the customer for either his repair costs or shipping expenses.

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*******************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/27/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased some items from B&H and the items reached my possession. However the Coby tablet failed and I had to return it. The printer came and does not function well. I informed B&H and it cooperated and dealt with the tablet only and sent a RMA stating what I never said about printer. I told B&H that I never said such things of the printer. It never wrote back about the printer. I selected a ******** and this was my mistake. I really wanted the ******** . Therefore, I plea and informed B&H that I needed the ******** and it told me that it was going to send it. But when the tablet reached me it was the ********. I informed it and it decided to exchange it for the ********. The ******** began to give some trouble and told B&H to give me 50% discount on the whole order that I could make another purchase. It refused. To return the Coby Tablet B&H asked me to pay the postage etc, and then it will reimbursed me. The charges came to about US$37.00. So I was deciding on a different Tablet to the ******** and was in the process of talking this over with B&H. During the process, B&H shipped me the same ******** and said that I made the order and I never made such an exchange. I explained that I did not place or agreed to the shipped order and B&H asked me to clear the package and return both of the Tablets. I told him that this was very hard financially. It wrote me a letter and said that I ordered ship item without any doubt. This is not so. Below is the only RMA I replied to positively and came after B&H posted the order I did not order or exchanged.The Professional's Source ###-###-#### / ###-###-#### ******************** Date: 10/**/13 Customer: ***** ***** RMA #***-***-****Original Order Number:***-***-****We are sorry that you are dissatisfied with your order. Please print out and include this form together with the item that you are returning. This will allow us to process the return according to your wishes. This RMA has been issued by B&H for the return of the item listed below. Any other items which were included in your order are not covered by this RMA. This RMA must be postmarked within 10 days from when it is issued. Please note: It usually takes 2 to 3 business days from carrier delivery for your return to show as received in our system. At that time, you will receive another email indicating that we received your return. Quantity Item Code Item Description 1 ******** CINEPAD 8" Capacitive Tablet with Android 4.0 1. Reason for return: ITEM NOT AS EXPECTED 2. Is the item in the same condition as sold? Yes 3. Do you have the original manufacturer's packaging, with all the literature, instructions, documentation and blank warranty cards? Yes 4. Is the UPC code still on the box as received? 5. X I would like to have the items(s) exchanged with a different item. Please specify the replacement B&H or manufacturer item code/SKU(s) here: exchange for ******** Please review our Return policy to make sure your return complies with this policy. If any returned item does not comply, the processing of your return may be delayed or the items shipped back to you, at our discretion. Customer Service Department B&H Photo-Video-Pro Audio ###-###-#### ###-###-#### **************Please attach this label to the box that you are returning. F**** ***** ** *** *** ******** , THIS IS NOT A PREPAID SHIPPING LABEL Attn: Return Department B&H Photo Video Inc. **** *** **** * * *** *** ** ******** ****** ******** **** **** ********* **** *****

Desired Settlement: I would B&H to send me a new and proper printer and also a new and good (exchange for ********). And promptly too. I have supporting Emails to support my statements and you could also get them from B&H.

Consumer Response:

Dear BBB,

B&H first sent the wrong Tablet. It decided to accept it back and allow me to exchange for what I want within the price range. After a long while the tablet screen started to  freeze. I told B&H of this when it happened. It was long after I notified it that it sent a wrong tablet.

 B&H has a US$33. 00 for me and with the 146.00 for the Aluratex I would the 9.7 Aluratek tablet.

During the negation it quickly sent me through the post an identical tablet like the same one it suppose to receive from me for exchange and claim that I ordered it.

The Cannon printer is not working properly and seems to been used already. I need a new printer of the same.

 

Thanks

Business Response: Oct **, 2013

BBB Complaint ID *******
B&H Customer code ********

B&H order ********* dated 09/**/13 included one ******** = Aluratek CINEPAD 8" Capacitive Tablet with Android 4.0. After it was delivered the customer advised us it was defective. He also informed us we sent the product ordered but that it was not the item he actually wanted to purchase.

B&H order ********* dated 10/**/13 included one ******** = Aluratek CINEPAD 8" Capacitive Tablet with Android 4.0.

On Oct **, 2013 we created and emailed return authorization ********* which the customer can use for both tablets. We have not yet received them. Once we have received and processed the customer's returns we will be able to proceed to exchange these items for the item he prefers or issue a refund. Until we have received and processed the returns, no further progress is possible.

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***** ******
B&H Photo-Video

Business Response: February **, 2014

BBB Complaint ID ******* and *******
B&H Customer code ********


The customer waited until February **, 2014 to reply to my comments which were sent on December **, 2013? We stand by our earlier offer to resolve this and are not inclined to modify it in any way at all.

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***** ******
B&H Photo-Video

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

"
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:"

Dear Better Business bureau,


I only saw the offer yesterday. That offer wasn't sent to me before.
Or perhaps B&H made the offer else where. 

Why did the offer stayed that long to appear in my Email?
The offer said in seven days time and I responded immediately. I saw no date of December ** 2013

I wrote the business just recently and it said nothing of writing to me since December ** 2013. 

Am showing that B&H must have tampered with the Tablet. An attached letter showed clearly that the tablet was checked. *** *. Say this in the letter.

I yet received  the tablet with covering screen plastic scratched and signs of being used. Then the tablet developed screen problems after.

Attached is a letter to show that am in contact with B&H recently.
Sincerely,

***** *****


Sincerely,

***** *****




 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

2/25/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: they advertised a product on the web....we paid and they told us that the product will be in our business between 10 to 15 days. after passed the term, they sent another email saying that the product will take another month to get in our office. I contact them and i was told that they did not have the product and the fanufacturer has not sent it to them. After talk to a representative, called gabriel, they have decided to cancel the order and make a refund after several days...no giving us the chance to buy the product in another company until I receive the full refunds. Obviously,. they never had the products in the store and they just played a picture of a product, that they dont even have, using opur money to buy it to the provider. *****

Desired Settlement: by the company ---refund ASAP, not wait for several days to receive the promised money that belong to us. by the government---report this company as a scam, since they will probably are doing the same with others companies.

Business Response: February **, 2014

BBB Complaint #**
B&H Web No: ***

On Jan **, 2014 the customer ordered one Ricoh PJ S2130 Digital Business Projector (B&H **). When he did we informed him:

This item is usually Drop Shipped from the MFR/Distributor within 7-14 business days (subject to availability). Your order will be charged at the time of placing the order with the vendor. Item is non-cancelable and non-returnable.
The same notation is on our product information page for this item today. The 7-14 business day estimate is provided by our vendor and is, as stated, an estimate. We regret their estimate was inaccurate and over optimistic. At the customer's request this order has been cancelled and a full refund has been issued.

--
***************
B&H Photo-Video

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/24/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On Jan **, I ordered a Sony Blu-Ray DVD player model BDP-S5100E from B&H website. I received the package on Jan **, however did not open it until later. On Jan **, I installed the unit and found out that the model number engraved at the back of the unit was S5100 and not the 5100E that I ordered. Furthermore, I could not play a new US Blue Ray DVD on the unit. On Jan **, I called customer service and told them they shipped the wrong unit. To make it easy, I offered to pay for the S5100 at a discounted rate and order a new S5100E. Customer service first seemed to agree and then changed its mind when the customer service representative brought the resolution to the supervisor. After declining my offer, the customer representative asked me to send an email which I did with the pictures of the unit showing the wrong model number (S5100 instead of S5100E) as well as the wrong user manual. Since then, B&H has not provided any explanation eve though I have sent them multiple emails (11). B&H website made the representation that the MFR model # for this unit is S5100E and it is not indicated on the model that I have. I called SONY as well. During the first call, one representative seemed to indicate that I had the wrong unit then the second time I called, SONY indicated that this product is not part of their product line. On Feb **, I was able to receive the pictures of the package that came with the unit. I forwarded these pictures to B&H. The pictures are showing a E written with a marker next to the 5100 on one side of the package. Also, a sticker with reference to SONY and the model 5100E is also on the package. A lot of questions unanswered about this S5100E model.

Desired Settlement: At this stage, I am asking that B&H answer my emails and provide a clear indication about the unit that I have. If it is proven to be the S5100, then a refund needs to be provided. If it is the 5100E, why is it not market clearly on the unit? Where is the user manual?

Business Response: BBB Complaint #****
B&H Web No: **********

Feb **, 2014

We do three things any time a customer reports an item is missing or was shipped incorrectly.

 We do a physical inventory count. If, after shipping  a package, we have more of the allegedly missing item  than we should it suggests we did not include the customer's in the  package. In this instance, our physical inventory count is  accurate and indicates we  did ship the ordered item.

 We videotape the entire process of assembling and  packaging every order. Our review of this videotape is underway.

 We compare weights. When any order is submitted we  know each item’s weight and what size carton it will be  shipped in. We compute a theoretical weight based on that to the hundredth of a pound. We then pack an order and weigh the actual package, also to the hundredth of a pound. If a customer then says an item is missing we compare those two weights to what UPS says the package weighed when they got it from us. In this order the  theoretical weight and the two actual weights suggest the correct product was in the box.

For this transaction the process has not yet been completed. We advised the customer of this and, contrary to his allegation, have replied to each of his emails. We regert he discatrded the manufacturer's packaging which renders it almost impossible for us to return a product to our supplier and would have included additional information useful in concluding this matter.

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****************

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *********, and have determined that my complaint has NOT been resolved because:


The company has not been able to confirm that I received the right product and the matter is still under investigation on their side according to their email. Please note that this is the first time that I received such a detailed explanation of this investigation from the vendor and it was never communicated to me in such a way after my multiple emails. Please inform the customer that I was able to send them pictures of the packaging over the last weekend. Overall, I need to receive a picture from the manufacturer (SONY) or the vendor of the physical unit for the product named BPD-S5100E (front and back of the unit plus the user manual). The packaging and the weight of the product should not be the only parameters to decide if this is the right product, especially in this situation where the two products are very similar and the difference may be in the firmware of the unit.  It has been more than a week since the vendor started this investigation. Why is taking so long to review this information? Please note that on Feb **, their return policy will expire and it will become more and more difficult for me to return the unit as I am waiting for their response. 

 

Sincerely,

***************



 

Business Response: February **, 2014

BBB Complaint #***
B&H Web No: ***

The customer wrote, "
Sony confirmed that MFR# BDP-S5100E does not exist. I called them twice and received a call yesterday from Sony Corporate Security who indicated that they do not sell this model number."

I have no idea who from Sony spoke with the customer nor what was actually said, but I entered "Sony
BDP-S5100E" in Google and, in addition to our site, got 38,200 results including listing for this product from other retailers including J&R, Amazon, Sam Stores, Yahoo Shopping, World Wide Voltage, and so on. The claim the model does not exist is inaccurate.

--
****************

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *****, and have determined that my complaint has NOT been resolved because:

Please contact SONY. My case number is ###-###-####. All these websites are not SONY website. 


Sincerely,

******************




 

BBB's Final Determination: BBB determined that while the business addressed the complaint issues, the complanant was dissatisfied and the matter was outside the BBB Rules of Arbitration.

2/20/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I have placed an order on 11/**/2013 with the following items:- Two Blue BLYETIQYeti Multi-Pattern USB Microphone - $21.98- Netgear NEWNDR3700Rangemax Dual Band Wireless-N Gigabit Router - $82.99- SanDisk SAMSDU32GB32GB microSDHC Memory Card Ultra Class 10 UHS-I with microSD AdapterIncludes Free IOGEAR SD/microSD/MMC Card Reader/Writer (Pink) $37.90They offered free shipping. However, I have paid extra $14.17 for shipping because I would like these two microphones can come on time as birthday gifts.B&H shipped out part of my order without these two microphones. They sent an email to me that said the two microphones were out of stock and will be back order. On 12/**/2013, B$H sent to me an email and said that my order has been cancelled due to B&H mistake. Therefore, they could not sell to customers with the price they have posted on their website and even customers already placed their orders.B&H did offered a promotion code for the microphone, but limited only 1 item, and still charged me $14.17 for faster shipping which they did not ship two microphones to me on time.

Desired Settlement: Sell as B&H advertise on the Black Friday.Refund the extra $14.17 for shipping, because B&H did not ship the items I have purchased.

Business Response: December **, 2013

BBB Complaint #*******
B&H Web No: **********

This customer placed an order with us on Nov **, 2013 for several items including two (2) BLYETIQ =Blue Yeti Multi-Pattern USB Microphones. At the time, due to an error, the price was shown as 10.99/each. The correct price is 95.93/each. We regret this error. The microphones were purged from the customer's order. The customer was offered the opportunity to order one microphone at a special below-cost discounted price. He apparently did not take advantage of this opportunity which has since expired.

The customer's order total was 120.89 plus 9.49 for UPS ground shipping. That is the appropriate price and shipping fee for the items which remained in the order after the microphones were removed. The order was shipped Nov **, 2013 and per UPS delivered Dec *, 2013.
** ***** ******
B&H Photo-Video

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

1: They offered free shipping.

2: I paid for two days shipping because these two microphones, but they did not ship these microphone to me and still charge for the two days shipping.

3: Without these two microphones, I would not pay extra shipping fee.

4: Refund the two days shipping fee to me and a discount on the same microphone that I have purchased.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,
**** ****  

Business Response: February **, 2014

BBB Complaint #*******
B&H Web No: **********

The customer selected UPS ground shipping when this order was placed. The shipping fee applied to this order was $9.49. had he selected UPS 2-day rish shipping the s&h fee would have been 17.21. Had he selected UPS overnight rush shipping the s&h fee would have been 34.78.

We received this order Nov **, 2013. It was shipped the same day via UPS package # ******************. The UPS package track site for this package confirms this. Every particular in the BBB message is inaccurate, incorrect or untruthful. Likewise the customer's statement, "I paid for two days shipping because these two microphones, but they did not ship these microphone to me and still charge for the two days shipping." is factually incorrect.
** ***** ******
B&H Photo-Video

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/19/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: We need help mediating a refund for a product that does not do what it was advertised to do. We are an Electrical Contractor in Canada. We bought the Viewsonic Wireless Presentation Gateway WPG370 (the "product") for one of my customers on the ***November 2013. Product bought from BandH.com Specifications checked on Viewsonic website. 1.Product would not work so I contacted viewsonic tech support within 2 weeks. 2.4 hours total time to get product partially working. All compatibility checked and made sure to be to the specifications required by product. 3.Phoned viewsonic again tech dept. Unable to fix. ****** (viewsonic customer service)escalated to a phone back from engineering dept. 4.Waited 2 weeks no return phone call. 5.*** January contacted BandH for return of product however now outside 30 day return policy, no return possible. Was told to contact Viewsonic for return Authorisation. 6.My customer no longer wants the product. Lack of positive outcome adversely effecting my business' reputation. 7. **January contacted Viewsonic Customer support talked with ***** and **** (Customer Support *******)Was told that I was "Unable to return product to them, and they were unable to phone BandH to explain why the 30 day return should be extended as they did not return calls",They were unable to help in any way. 8.Product does not do what it the company advertised it will do.

Desired Settlement: Refund $169.99 no shipping costs Remuneration from Viewsonic for lost time.

Business Response: February **, 2014

BBB Complaint #**
B&H Web No: ***

The customer purchased a VIWPG370 = ViewSonic WPG-370 1080p Wireless Presentation Gateway on Nov **, 2013. Our return policy time period is thirty days from the date the order is placed. The first after-sale customer service notation in this transaction is dated January **, 2014, substantially after the return policy had expired.

Between Dec **, 2013 and today we have sold almost two dozen of this item and in that time span only one was returned. The item was not falsely advertized. The customer advised us on Jan **, 2014 that Viewsonic was willing to provide replacement units to him. If Viewsonic will issue return authorization in writing we will help facilitate the customer's return. Otherwise, this matter is concluded.

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**********

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/18/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I placed my order **at www.bhphotovideo.com on 14/**/2014. But i never received the package. Package lost in transit. Call B&H more than 3 times. But problem still not fixed.

Desired Settlement: I prefer a full refund so that i can go to one of my local retailer store to purchase this item.

Business Response: February **, 2014

BBB Complaint #**
B&H Web No: **

B&H Photo received this order Jan **, 2014. It was shipped Jan **, 2014 via UPS package number ******. UPS reports it was delivered Monday,  01/**/2014 at 10:39 A.M.UPS further reports they received a signature as proof of delivery.

Because UPS obtained this signature we require a police report or a document from the police department explaining why a police report cannot be obtained before we can proceed. The customer is aware of this.

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************

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ************, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I have contacted my Local PD regarding this package.My local PD suggest that i should  file a claim with the Merchant.They said that merchant should delivered the package to their customer safely.And they will not file a report for me.By the way i had a package lost last year when i am shopping at Amazon. Amazon send an replacement to me immediately.Amazon have the best CS in US. That is the right way to treat your customer.I hope B&H fix this  issue for me ASAP.Thank you

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

************




 

Business Response: February ***, 2014

BBB Complaint #***
B&H Web No:***

We require a police report or a document from the local police department affirming they decline to issue the report. We will not proceed without one or the other. I have no idea what happened with the customer's Amazon transaction and specifically don't know the order value or if the package was delivered with or absent a signature. Actually, I don't care. This is our policy and we require the aforementioned document to proceed.

****************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/15/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered a huge camera package from B&H photo on February ***, 2014 for a large sum of money. I am a professional photographer and I rely on the quality of my equipment. Equally as important I rely on the quality of the company I receive my equipment from. I purchased this on Monday February ***, 2014. At the time of purchase I paid $37.00 for shipping of 2-6 business days. I was so happy with that and so excited to have this package in 6 business days. This package should have arrived on Tuesday February **, as Monday the **** was a holiday here. It didn't, and it still hasn't. I have contacted the customer service SEVERAL times. Some representatives are rude and unwilling to help. I have explained to them I need this equipment for February **, 2014, but they refuse to help. When I first contacted them on February **, 2013 in the morning, all they could tell me is... Wait and see if it arrives today, if it doesn't, contact us tomorrow. This they said the next day, and the next. NOT OKAY. So when is my package actually going to arrive... who knows? They can't tell me. This is a profession service and I rely on this for my company for my gear. Now I am left without the gear I NEED on February **. I am so unhappy.

Desired Settlement: I expect B&H photo to refund my shipping charges as they DID NOT deliver on time, but instead are leaving me without gear. I expect a refund of $37.00 and an additional credit for the gear I will now have to rent because they never delivered on time. I will also expect for this company to better their delivery services, it's not okay.

Business Response: February **, 2014

BBB complaint #***
B&H Web No: **

This order was placed February **, 2014 after 4:00pm EST. It was shipped February **. For the shipping method the customer selected we advised an estimated, "2-6 Business Days Deliver." The shipper reports the order was delivered February **, 2014 at 9:55am.

--
**************

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. 

Sincerely,

***************



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/14/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I placed my Order Number: ****about 22days ago at http://www.***.com/ . But order never received. Package lost in transit. Contacted B&H many times. But problem still not resolved. I still have not received my order.

Desired Settlement: replacement or credit are acceptable.

Business Response: February **, 2014

BBB Complaint #**
B&H Web No: **

Having received the necessary affidavit from the customer a refund was issued to him on Jan *******, 2014 under B&H # *********.

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*********
B&H Photo-Video

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/10/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Prior to April 2013 our church in Jacksonville, Florida ordered a new intercom headset from B&H in New York. We very specifically detailed the connector we needed for the headset and B&H had recently sold us the units that the connectors would plug into, so they had ample information from which to provide the correct headset connector. The headset was received with the incorrect connector. I had ordered 4 pin male and received 4 pin female. Through several emails and phone conversations in April 2013 I received a replacement shipment from B&H to supposedly correct their clerical error. As we went on a haitus of taping our ministry broadcast about the time this order was re-shipped, the new unit was never opened or unpacked until we went back into production on New Year's Eve. I gave B&H the benefit of the doubt that the order couldn't be incorrect a second time, so no one checked the unit upon receipt. We trusted the company we had done business with many times before. On the day we needed the headset unit for a live to tape 4 hour production for the ministry, we opened the box and were stunned to see a 5 pin male plug. Completely useless to us. Wrong a second time. I contacted B&H via email the following week, and many times since. The response is consistent from B&H that we waited too long to open the box and even though the unit is new, unused, with all original packing and paperwork and their records clearly show that they shipped the wrong unit to us two times in a row - B&H will not make good on the unit and informed me that I am simply stuck with a nearly $1000.00 mistake on their part. Twice. They recommended I contact the manufacturer and seek assistance under the warranty, which does not warrant clerical errors on the part of the retail outlet. B&H will make no effort to resolve this issue which was of their own making. Regardless when a package is opened, if the contents are other than that which was ordered, the retail outlet has made a mistake. When that mistake was made while attempting to correct their previous mistake, the customer should be extended some added courtesy and accommodation. I am fully aware of the B&H policy defining time limits to their liability in delivering the wrong item. I believe that since this was the second attempt that was still wrong, the unit is new and unused with all original shipping material, I deserve some consideration in the matter.

Desired Settlement: I simply desire that the incorrect unit be exchanged for the correct unit that I ordered and was twice delivered incorrectly by B&H. At this point after numerous emails all refusing to make the sale right, I also desire that B&H apologize for the inconvenience to me and the church ministry their lack of responsibility in this matter has caused.

Business Response: .. February **, 2014

BBB Complaint #**
B&H ***

The customer's complaint referenced B&H transaction ***and "Purchase Date: 4/**/2013." In fact the date this transaction was created was 11/**/12. On 1/**/13, per the customer's request we created return authorization ***so the customer could return a TEPH3 Telex PH-3 binaural intercom headset priced at $258.00.

On 3/**/13 under B&H **we sent the customer one TEPH3R headset. This item has since been discontinued and replaced by the current Telex PH-3R5 model.

On Jan **, 2014, 9-10 months later the customer requested return authorization.

The customer's complaint says, "Disputed Amount: $1000.00."I cannot determine how we went from a <$300.00 product to $1,000.00 any more than I understand how we went from Nov 2012 to April 2013. Likewise i do  not understand how the customer can reasonably expect a retailer whose normal return policy time period is one month to extend that to more than nine months.

After so long a passage of time, return authorization is no longer an option nor will we agree to any exchange.

--
**********

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ******, and have determined that my complaint has NOT been resolved because:

B&H shipped the incorrect and unusable merchandise twice and the second time they have consistently refused to see that their mistake was rectified with an exchange  for the correct item. Upon further review of the original invoice of more than $1000 I see that they are correct in identifying the price of the one piece of merchandise they can not seem to ship correctly to me. Moreover since my desire is that the incorrect merchandise be exchanged with the equal cost correct merchandise having only a different plug as the distinction, it would appear that B&H is attempting to shift the focus of the issue of their failure twice to deliver what I purchased by even mentioning the irrelevant price. Price in an even exchange is not an issue; it is a distraction technique that draws attention away from their refusal to honor sale of merchandise they could not get to the customer correctly twice. B&H outlines the original exchange in their response without mentioning that the reason for the exchange was due to their first clerical mistake. They refuse to allow the second exchange, though their mistake happened again, and are genuinely satisfied that delivering the wrong merchandise to a customer regardless of the timeline or the cost is still perfectly allowable. I say otherwise. Regardless of cost and regardless of time, I have the wrong item and I insist that the item I ordered and paid for be sent to me. I have heretofore requested an exchange for the correct item. I will resort to demanding a return, refund, and seek alternate retailers to do business with if B&H can not be reasonable. After all, if the merchandise had been a gift, purchased and wrapped and placed under a tree for nine months waiting for a soldier to return home only to discover that B&H had shipped the wrong item... my guess is that they would go out of their way to correct their mistake instead of making the customer jump through months of hoops to seek satisfaction. 

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,
***************



 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *****, and have determined that my complaint has NOT been resolved because:

B&H continues to incorrectly identify how much time has passed (not years), how many times they have allowed an extension of time (never), and uses the word "alleged" to describe their errors in twice shipping the wrong item for a simple order. If B&H can not ship what the customer orders when given two chances and then refuses to make the sale right no matter that a few months pass, the mistakes and uncaring customer service remains entirely a B&H problem. My next contact will be with the New York State Attorney's General and the New York State Division of Commerce. No company should be allowed to callously deliver incorrect and useless merchandise and then cast blame on the customer for wanting what they ordered.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

*******




 

Business Response: February **, 2014

BBB Complaint #*******
B&H **********

Considering the threats contained in the customer's most recent comment we decline to comment further and will no longer engage in this fruitless dialogue here.

************

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

2/3/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On December **, 2013, B&H advertised a brand new Canon 5D Mark III camera for $2,699 and free overnight shipping. When you clicked on the link, the B&H website said the price was valid until January *, 2014. On December **, I attempted to purchase the camera from B&H at the advertised price, but the price was $200 more. I called customer support, identified myself as a long time customer (we spend thousands every year at B&H) and told the telephone sales representative about the discrepancy. He refused to honor the price B&H itself advertised on December ****, When I reminded him that B&H had set the price and time frame, he simply ignored the truth of the situation and said the price was $200 more. After reminding him again that B&H on the **** set the price at $2,699 through the holidays he did not care. That is when I decided to file a complaint with the relevant agencies in New York and Washington. I do not know what recourse is available, and will await the outcome of your official inquiry. Sincerely, **** ******** The advertisement appeared on several sites online, including this cached version from *******************. As of this morning (******) when you click on the link it no longer shows the original price and cached page, but a price that is $200 higher. B&H Photo Gets in on the Party, 5D3 Body $2699 ? DECEMBER **, 2013 ? AD POST ? FOLLOW ON OUR FORUM From B&H Photo B&H Photo is now selling the EOS 5D Mark III body for $2699! As usual, you must start the checkout process to see the discounted price. Canon EOS 5D Mark III $2699

Desired Settlement: An apology as well as the product at the advertised price B&H set.

Business Response: Dec **, 2013

B&H advertizes various sales from time to time as every retailer does. We also make efforts to inform customers when a manufacturer or US distributor provides a limited time rebate, whether a traditional mail-in rebate or a so-called "instant rebate." Each of these rebates has an expiration date and whenever possible we include that date with the rebate information as a courtesy to our customers.

It is apparent this customer confused the expiration of the rebate with the expiration of the special discount price for this camera. The Canon EOS 5D Mk III is shown on our site with the Canon USA minimum advertized price. When a customer visits that page and clicks our "More Details" link the actual selling price is revealed in accordance with Canon USA's minimum advertized price regulations. At this moment the price is $2899.00.

B&H is not obliged to honor a limited time sale price a week after the sale and we are not inclined to do so now. This customer, like every customer, is welcome to buy the Canon EOS 5D Mk III for $2899.00.

--
***** ******
B&H Photo-Video

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because: It is apparent that BG&H is engaged in false and deceptive advertising, based on the response by their representative. Clearly, their representative has conceded the key point in my initial filing - the camera at the B&H advertised price of $2,699 was available through the holidays and the business has decided to attempt to hide behind subterfuge claiming mysterious and unknown rebates that no consumer could have known, as opposed to their posted price and date for the sale. This is dishonest and B&H should not continue to maintain a sleight of hand.

[Your Answer Here]

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

**** ********




 

Business Response: January *, 2014

Re BBB # *******
We continue to regret this individual's dissatisfaction just as we continue to deny his spurious allegations. We will sell any product to him, or to anyone, for the retail price set for the product on the day the transaction is made. We are under no obligation to extend any sale price to any individual weeks after the expiration of that sale price and shall not do so in this instance.

--
***** ******
B&H Photo-Video

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 Dear BBB, 

Clearly, B&H has decided denial is somehow an effective business solution and the bombast grows with their responses.  Interestingly, the very point I continue to raise about their failure to openly inform consumers about timing of sales and rebates remains unanswered by the gentleman who has dragged his feet and their reputation through the mud for so long that he now feebly attempts to use time as another excuse.

 

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

**** ********




 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

1/22/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My neighbor, who helps with care giving for my family member, was lamenting that the trial version of Office on her daughter's new laptop was about to expire. I offered to obtain a copy for her. I did a Google shopping search for "Office home and student edition"and saw B&H has one of the top results. Having recently been very satisfied with B&H, I clicked SHOP, signed in to my account, and completed the transaction. I am very familiar with B&H's return policy having just having had to return a wireless router. Items listed as nonreturnable/nonexchangeable include "software, once the manufacturer's packaging has been opened". When UPS delivered the package the next day, I was shocked to discover that I had been sent a copy of word 2013. I immediately went back to the website and requested in exchange for the correct product. The receipt accompanying the wrong product states "special order item --this item is not returnable" This was NOT a special order item, the website continues to list the erroneous product as "IN STOCK". Today I received an email and was told verbally in a subsequent telephone conversation that I am not eligible for an exchange and that a return authorization will not issue because the website says the item is not returnable. I did not interpret that as a modification of their published return policy. Please note, the product I want also says, "Item is not returnable" --- I assume all in stock software they carry has this warning. The additional reason they gave is because "Microsoft wont take it back" I fail to see why they wouldn't just put the unopened box back on the shelf for another customer actually shopping for Word to buy. The packaging has not been opened and remains with the manufacturer's shrink-wrap in tact. I already have a full Office suite for personal use through my employer and the MS Enterprise program, I have no need whatsoever for Word, and my neighbor's daughter needs PowerPoint for her schoolwork.

Desired Settlement: I want B&H to abide by it's published return policy (see:******************) and issue a return authorization.

Business Response: January **, 2014

BBB Complaint #**
B&H Web No: ***

On January ***, 2014 B&H issued return authorization ***.
*
--
**********

Consumer Response: Better Business Bureau:

bThank you for your assistance.  B&H contacted me shortly after I filed the complaint and indicated that there had been a misunderstanding.  They are accepting the return of the software that was ordered in error and exchanging it for the software I need.  I made clear that I think they should clarify their written return policy to reflect that there are in fact two classes of software, software that is not returnable once opened and software that cannot be opened, period. But the matter is in the process of being resolved and I will continue to do usiness with them.

 
 
I have reviewed the response made by the business in reference to complaint ID *****, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

*****************



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/16/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: When I was in the hospital from 12-**-13 to 12-**-13 Somebody stolen my credit card in made purchase I was tell by a number of company *****was the person who made the purchase now I call the company on 12-**or 12-**let them know somebody has made a purchase on my account without me okay the purchase. I was tell the order will been look into. Call back 12-**-13 that tell me that it was my voice that made the purchase in that have a record saying I order it in was sending it to my sister ****I don't have any sister by that name then he started saying other name like ****. ******, and something bout **but the name are now coming to me because that dont know anything about it but then i ask for a manger he say he the owner in the voice was my voice tell no way i been in the hospital from 12-**to *-**then he said i had call from the same number i ask how can that be when i just got this phone on the **?? he said is thier any else i can help you with i said yes i not the one who made the purchase i need a manger he said by sir in hang up in my ear

Desired Settlement: I need the company to put all the money back into my account I dont have any item or my money but somebody has fraud me out my money

Business Response: December **, 2013

Re BBB Complaint ID *****

As much as we'd like to respond to this complaint we have scoured our customer database and cannot find any customer with this person's name or address or telephone number or e-mail address. If the customer has evidence of a transaction made here he should also have a B&H transaction number, date the order was placed and the item or items ordered. With additional information allowing us to identify the transaction in question we may possibly be able to proceed.

--
********

Consumer Response: I don't know any of the information

Business Response: January **, 2014

Re BBB complaint #****
*
We regret this individual's situation. Unfortunately from the information here I cannot identify the transaction in question. The customer's credit card statement should include a B&H transaction code from which we can launch an investigation. it would be in the customer's best interest to contact us directly via verification@bhphoto.com

--
********

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/3/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: On November **, I placed an order with B&H for two items, Bose noise canceling headphones and an 64gb iPod Touch. When the package arrived from B&H, it contained the headphones but not the iPod touch. I notified them right away and sent them the photos they requested indicating that the box had not been tampered with. After numerous emails containing requests from me for a refund, B&H still refuses to refund me for the iPod Touch that I never received. As it cost $364.99, this is not a small matter. I would appreciate any help or advice you can offer to resolve this matter.

Desired Settlement: I would like B&H to refund me for the cost of the iPod Touch that they did not send to me, which cost $364.99.

Business Response: December **, 2013

BBB Complaint #*******
B&H Web No: **********

This customer ordered two items one of which was an APIPODT564W = Apple 64GB iPod touch (White & Silver) (5th Generation). We videotape the packing of every transaction. Our videotape clearly shows the item was placed in our shipping carton. Our cartons are sealed with distinctive tape. The customer's photos of our shipping carton indicate it was not opened en route or otherwise tampered with prior to final delivery. When the customer contacted us we checked our inventory and found our count is as it should be with one iPod included in this transaction. For every transaction we know the shipping package's theoretical weight to the hundredth of a pound. We compare that to the actual weight and to the weight our shipping vendor reports. All three match, indicating the iPod was shipped.

By every indication, the iPod was included with this shipment. There is no evidence to suggest otherwise.

--
***** ****** *** ***********

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because: 


In light of B&H's repeated assertion that the iPod was in the box, I reviewed the box again. When they requested photos of the box, I sent them photos of the top, sides, and interior of the box. I did not send them photos of the bottom. In examining the bottom, it is apparent that they brown B&H sealing tape was cut and taped over with plastic packing tape. I have attached photos of the bottom of the box to show this (photos #1, 2, & 3). 

Importantly, you can also see this tampering evidence in the side views of the box that I originally sent B&H in November. I have also attached those photos (photos #4 and 5). That the box had been tampered with on the bottom was something that both B&H and I missed upon first inspection of the photos.

It appears, therefore, that the box was tampered with and therefore the iPod Touch never arrived. I am therefore still requesting reimbursement for this item, since I never received it.

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** ******




 

Business Response: December **, 2013

BBB Complaint #********
B&H Web No:************

Our customer service department has emailed the customer with an affidavit the customer must execute and return. Once we have received that we will proceed to issue a refund for the missing item.

**************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/3/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Very disappointed in the way my purchase and complaint was handled given the circumstances. Felt like a bait-and-switch advertisement. Pre Black-Friday (Thursday) B&H Photo sale website advertised a Nikon D3200 DSLR Camera Kit with 18-55mm VR and 55-200mm DX Lenses (Black). The product “Overview” tab said both lenses were DX-format (VR) Vibration Reduction lenses. The “Specifications” tab actually linked to the Nikon AF-S DX VR Zoom-Nikkor 55-200mm f/4-5.6G IF-ED Lens, and the “In the Box” tab listed the 55-200mm as a VR lens. I ordered it and in the box was the 18-55mm VR, but it came with a non-VR 55-200mm lens. I contacted customer service, and provided them the actual website captured pages clearly showing how it was advertised. The site had been cleaned up shortly after removing the reference to the 55-200mm as a VR lens. The response I got was their “Buyer” cannot swap out the standard 55-200 lenses with the VR. The service Rep said he would pass along my documentation and complaint for additional consideration to the buyer, but basically don’t expect to be contacted again. That’s right and I was never contacted again. The situation was poorly handled. They could have even offered me a credit or a gift card for $50 or so (price difference between lenses was about $75), and I would have felt I was treated fairly. Now I don’t trust the ads and the staff or the service expectations.

Desired Settlement: They were insistent they cannot exchange the camera lens in question for the one that was advertised. Frankly, and at this point, I’ll just keep it the lens it came with. I would however like some consideration in the way of a partial store credit on my account or eGift card for a future purchase. You would think that would have made good sense and great customer service motivating me to shop again with them.

Business Response: January **, 2014

BBB Complaint #********
B&H Web No: **************

This customer purchased a *************************. As with any Nikon kit which is created and marketed by Nikon USA (as evidenced by the kit's Nikon USA Ctlg #) the components are set by Nikon USA and retailers may not make substitutions unilaterally. Based on the customer's description it seems there may have been an inadvertent typographical error in the description of one kit component. We regret this error but note our site disclaimer, "Prices, specifications, and images are subject to change without notice. Not responsible for typographical or illustrative errors."

The customer purchased this kit at a substantial discount. The regular price for the kit (which is now discontinued) was $796.95. When it was most recently in stock our selling price was $546.95. The customer paid $496.95 and in addition to Nikon's kit also received a shoulder bag and Sandisk Extreme Class 10 16GB memory card. The price he paid was for the kit he received. While there may have been an error in our description of the lens, which we regret, the price charged was for the merchandise delivered.

No further price adjustment is warranted and none will be forthcoming.

--
***********

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID **********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

************



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/2/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a camera through B&H over the phone. I called them directly to see if they would honor a competitors pricing along with the freebies attached (memory card and extra battery). THe agent on the phone spoke with his manager and said they could do that. I paid for the item right away. This was a cyber Monday deal. 8 days later my order comes. I get the camera but no freebies. I email asking if it was in a separate package. They respond that it is on its way. Next day I get an email stating that they have decided not to ship the free items because they realized their cost wasn't going to create a profit. So I lost out because they changed their mind. After about 42 emails back and forth with different agents and typing this same story over and over again the issue hasnt been resolved. Many have treated me like an idiot customer over $65 that I was promised. I have asked for a manager to call me and that gets ignored. When I call I am on hold for 30 minutes as they "transfer" me to a manager and then I get a voicemail. I have been courteous and reasonable only asking for what I purchased. I am getting tired of typing back and forth with the last email asking me if I wanted to buy the freebies! This is from their director. Who knows if that is true. This company is a scam waiting to happen!

Desired Settlement: Please credit back the $65.00 of the promised free items or send the items.

Business Response: December *****, 2013

BBB Complaint #********
B&H ********

On December **, 2013 after agreeing to match a competitor's price of $2695.00 for the Canon EOS 5D Mark III digital slr camera we sold one to the customer for the agreed-upon price as promised. The camera he received was brand new and included the following accessories supplied by Canon USA:

  • LP-E6 Rechargeable Lithium-Ion Battery Pack (7.2V, 1800mAh)
  • LC-E6 Charger for LP-E6 Battery Pack
  • AVC-DC400ST Stereo AV Cable
  • Eyecup Eg
  • R-F-3 Camera Cover
  • IFC-200U USB Interface Cable - 6.9' (1.9 m)
  • Wide Neck Strap EW-EOS5DMKIII
  • EOS Digital Solution Disk
  • Camera Instruction Book
  • Software Instruction Book
  • Pocket Guide
  • Digital Learning Center Leaflet
  • 1-Year Canon U.S.A. Limited Warranty
For $2899.00 we also offer the camera with the above accessories plus additional items including a WALPE6 battery pack and ************memory card. The customer did not purchase these items and is not entitled to receive them. We offered to sell them to him, but he declined. The customer is not entitled to any additional credit or refund and is not entitled t receive these items for free.
**************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/20/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have received what BH Photo calls a "refund acknowledgement email" below, on November **, 2013. It states that $413.95 is the total refund I will be getting. However, only 324.05 was refunded on my card on file --- acknowledgment email from BH Photo starts below Dear ******* ****** This is to confirm that a refund in the amount of $413.95 has been issued. If your original order was paid by Cash or Check, a refund check was issued and mailed out to you. If your order was paid by Credit Card, Paypal or Bill Me later, a refund was issued to your account. If your order was paid by Gift Card and you still have a balance on that gift card a refund was issued to your card, otherwise a new ** will be issued. If this order was placed using your Open Account please contact your accounts receivable representative at: ###-###-####. Please note that although we already transmitted the credit/refund data to our bank, the Uniform Commercial Code (UCC) (read more at *********** ) allows the banks several days before they have to transmit this credit to your account. As a result, it may take 3-5 business days before the credit we issued appears in your account. Order Number:***-***-****Refund Number:***-***-****Returned Item Qty Item Description Price Total Price *********** * EOS M Mirrorless Digital Camera with 18-55mm Lens 369.00 369.00 Sub Total: 369.00 Shipping Charges: 44.95 Tax: 0.00 Bundle Discount: 0.00 Restocking Fee: 0.00 Total: 413.95

Desired Settlement: I realized that I forgot to return a FREE bag, hence, despite not being explained in the refund acknowledgment, I took the initiative to return it. it is in transit.... track it at ******** * * * * * * * * * * * * * * * * * * * * * * Per the email, and in good faith, i should be receiving $413.95 But my credit card ending in **** was only refunded with 324.05. Therefore, in fulfillment of good faith in disclosed information, BH still owes me $89.90 I attempted to email BH Customer service regarding this.. but to no avail. I am requesting this $89.90 to be refunded to my credit card used on file. I do not need a store credit.

Business Response: December **, 2013

BBB # *******
B&H Web No: **********

On Oct **, 2013 the customer purchased one CAEM1855W90 = Canon EOS M Mirrorless Digital Camera with 18-55mm Lens and Flash Kit (White). Includes Free Ruggard Streak 15 Shoulder Bag (Black with Yellow Accenting). The price was 369.00. The value of the free Ruggard bag is 34.95.

On 10/**/13 a refund in the amount of 10.00 was issued under B&H # *********, reflecting a change in the product's price. On 11/*/13 we issued return authorization ********* for return of the purchased kit which should have included all accessories, including the Ruggard bag. The bag was not included with the returned camera kit.

The reason listed for the return authorization was that the customer had changed his mind. We do not refund the customer's original shipping fee or the customer's cost to return a product to us when this is the reason for the return.

Earlier today the customer advised us the missing bag has been returned. When that return is received and processed any necessary adjustment will be made.
--
***** ******
B&H Photo-Video

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

The merchant just repeated their previous response, and remained irrelevant and does not prove and resolve the issue or respond to my statements on
my previous email, so I am resending it as well. 


--RESEND BELOW--


SUBJECT:   I HAVE NOT RECEIVED THEIR DISCLOSED 44.95 OUT OF $413.95  (SHIPPING CREDIT)

I am glad to know that the most recent reply of the business acknowledges that I must get 413.95. 

However it does not prove the fulfillment of the the issuance of the entire $413.95

IT IS NOT FULLY FULFILLED AS OF TODAY.   I have an update on the status of details of the PARTIAL REFUNDS and dates they were issued, itemized below. 

REFUND STATUS
$324.05  -  REFUND ISSUED TO CARD ON11/**/2013
$10         -  REFUND ISSUED TO CARD ON 10/**/2013
$34.95    -  REFUND ISSUED TO CARD ON 
12/**/2013
$44.95    -  PENDING SHIPPING CREDIT (FOR SHIPPING CREDIT DISCLOSED IN EXHIBITS BELOW) 

The items above totals $413.95 written in bold is STILL PENDING, and must be fulfilled by BH in good faith. 

 

EXHIBITS A AND BE BELOW:   OFFICIAL EMAIL AND WEBSITE SCREEN CAPTURE OF MY ORDER

    ****** ******* ** ***** ****** ******* **** ** *******  

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******* ******




 

Business Response: December **, 2013

BBB # *******
B&H Web No: **********

The customer's "exhibit A" says Total Credit = $413.95. The customer's "exhibit B" says "...a refund in the amount of $413.95 has been issued." B&H transaction ********* dated 11/**/13 is a refund in the amount of
$413.95. File attached previously

--
***** ******
B&H Photo-Video

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

12/14/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I placed an order on B&H's website on 11/**/13 (order #*********). It was a camera bundle that included the following items: Nikon D3200 with two lens - 1*-55 VR lens and 55-200DX VR lens, and a free shoulder bag, and free memory card. The bundle clearly stated that I would be receiving the Nikon D3200 with two lens - the 1*-55 VR lens and the 55-200 DX VR lens. However, when I received the shipment, I realized one of the lens was incorrect. I received the camera with two lens - the 1*-55 VR and 55-200 DX (non-VR). I was expecting the 55-200 DX VR lens. The 55-200DX (non-VR) is an older model, less expensive, and definitely not as good as the 55-200DX VR lens. I took two screenshots of the product when I purchased them (one of the product description and one of the specific second lens close up image that states it is a VR lens). It clearly states that the second lens is a VR lens in at least two places in the description. I contacted them to exchange the (non-VR) lens with the proper (VR) lens. However, they stated they couldn't. *e corresponded via email. These were the emails exchanged: The Professional´s Source B&H *00.336.740* - ###-###-#### Login / Register My Account Track Order Live Chat *ish List Please note our store hours of operation: Sunday: 10:00AM - 6:00PM (Customer Service until 5:00 PM) Mon - Thu: 9:00AM - 7:00PM (Customer Service until 6:00 PM) Friday: 9:00AM - 1:00PM Saturday: Closed Our Time Zone (GMT - 05:00) Eastern Time Hello ***, my name is **** *: Thank you for contacting the Customer Service Department at B&H Photo Video and Pro Audio. I do apologize but we cannot exchange part of a kit. You can return the entire kit for a refund or we can refund you $25. Please advise how you wish to proceed. Please let us know if you require any further assistance. Thank you, we appreciate your business. **** F B&H Photo Video and Pro Audio The Professional's Source. E-Mail Customer Service Department *************************** -----Original Message----- From: *** **** (*******************) Sent: Dec *, 2013 2:04:29 PM Subject: Re: Incorrect lens in shipment (#*******************) Hello, It clearly states that it should have included the 55-200dx VR lens. I would like to exchange the one I have now for the correct lens. -*** Sent from my iPhone > On Dec *, 2013, at 5:15 PM, B&H Customer Service Department wrote: > > > > The Professional´s Source > > Login / Register > My Account > Track Order > Live Chat > *ish List > Please note our store hours of operation: > > Sunday: 10:00AM - 6:00PM > (Customer Service until 5:00 PM) > Mon - Thu: 9:00AM - 7:00PM > (Customer Service until 6:00 PM) > Friday: 9:00AM - 1:00PM > Saturday: Closed > > Our Time Zone (GMT - 05:00) > Eastern Time > > > Hello *** ****, my name is ******* *: > > I am sorry to hear about this situation. There was a web error which we updated this past week and the 2nd lens was not suppose to be the VR lens version of the lens. I do apologize if this has caused you any inconvenience. > > Please let us know if you require any further assistance. > > > ******* H > B&H Photo Video and Pro Audio > The Professional's Source. > E-Mail Customer Service Department > *************************** > > > > > > > > -----Original Message----- > From: *** **** (*******************) > Sent: Dec *, 2013 3:55:00 PM > Subject: Re: Incorrect lens in shipment (#*******************) > > Please see attached. > > > > On Sunday, December *, 2013 3:47 PM, B&H Customer Service Department wrote: > > > > > The Professional´s Source > * Login / Register > * My Account > * Track Order > * Live Chat > * *ish List > Please note our store hours of operation: > > Sunday: 10:00AM - 6:00PM > (Customer Service until 5:00 PM) > Mon - Thu: 9:00AM - 7:00PM > (Customer Service until 6:00 PM) > Friday: 9:00AM - 1:00PM > Saturday: Closed > > Our Time Zone (GMT - 05:00) > Eastern Time > > > > Hello ***, my name is **** *: > > Thank you for contacting the Customer Service Department at B&H Photo Video and Pro Audio. > > I am really sorry unfortunately I do not see any attachments, please resend. > > Please let us know if you require any further assistance. > > Thank you, we appreciate your business. > > > **** * > B&H Photo Video and Pro Audio > The Professional's Source. > E-Mail Customer Service Department > *************************** > > > > > > > -----Original Message----- > From: *** **** (*******************) > Sent: Dec *, 2013 12:59:30 PM > Subject: Incorrect lens in shipment > > Hello, > > I spoke with customer service representative ***** and he informed me to email the screenshots to you. > > I placed an order on 11/**/13 (order #*********), and the bundle stated that I would be receiving the Nikon D3200 with two lens - the 1*-55 VR lens and the 55-200 DX VR lens. However, when I received the shipment, I realized one of the lens was incorrect. I received the camera with two lens - the 1*-55 VR and 55-200 DX (non-VR). I was expecting the 55-200 DX VR lens. I took two screenshots of the product when I purchased them. Please see attached. You can see that it clearly states that the second lens is a VR lens in at least two places in the description. > > I would like to exchange the 55-200DX lens for the 55-200DX VR lens. > > Best Regards, > *** ****

Desired Settlement: I would like to exchange the 55-200DX (non-VR) lens with the 55-200DX VR lens.

Business Response: December **, 2013

BBB Complaint ********
B&H Web No: **********

This customer purchased a ***** ***** **** ****** *** **** ******* ** *** ******** ** ****** ******* * *** * ************* *** * *****. This kit was packaged by Nikon USA, not by a retailer and Nikon USA determined it would contain the D3200 camera, 1*-55 VR lens and 55-500 DX (non-VR) lens.

At the time this customer made this purchase our product description online included:

The Nikon D3200 DSLR Camera Kit with 1*-55mm VR and 55-200mm DX Lenses pairs the 24.2 MP sensor with two lenses, providing photographic capabilities across a wide range of focal lengths. With these two DX-format Vibration Reduction lenses, this kit provides a 35mm equivalent range of 27-300mm, good for everything from landscapes to sports.
If our site also inaccurately said the 55-200 lens was Nikon's VR version, this was an error. Our site specifies, "Prices, specifications, and images are subject to change without notice. Not responsible for typographical or illustrative errors." We regret any error our site may have contained. Nikon packaged this kit together and individual components cannot be exchanged. When the customer contacted our customer service department we advised the customer could return the entire kit and exchange it for another Nikon D3200 kit, or keep the kit in which case we will issue a $25.00 refund.

--
***** ****** *** ***********

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me and the matter has been resolved.

 
I would like to keep the kit and receive a $25 refund.

Sincerely,

*** ****



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/13/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered a new laptop computer from BH and upon receipt I determined it was not new but had been previously opened.

Desired Settlement: I will probably stop purchasing from BH but felt this should be reported as I did not get even an explanation or apology.

Business Response: December **, 2013

BBB Complaint #*******
B&H Web No: **********

The customer purchased a LETPYOGA8256 = Lenovo ThinkPad Yoga 20CD0033US Convertible 12.5" Multi-Touch Business Ultrabook Computer. Before we shipped it to him we scanned the package bar code and recorded the unit's serial number. It was ********************. This serial number is uniquely linked to this individual product. Our sales history database clearly shows this unit was never previously sold and returned before it was shipped to this customer. It was shipped to him brand new, exactly as we received it from our supplier. The customer's allegation, "it was not new but had been previously opened," is without merit and entirely untrue.

Despite that we issued return authorizations ********* and *********. When we receive and process the return another of the same product will be shipped.

** ***** ****** *** ***********

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 This is just my word against theirs so there is no point in going any further. I will no longer be doing business with BH and that is how I will resolve this. 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,
****** *******




 

BBB's Final Determination: Business agreed to mediate the complaint but the consumer declined.

12/13/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had ordered a ***** DVD recorder/VCR from their online location. The item arrived in good time, but the DVD tray would not open neither by using the remote nor the button on the device. It would also not "play" a videotape, though it was able to fast-forward and rewind the tape. At this point, I had not even tried to watch anything, just testing out the mechanics of the product. I notified the company, they promptly responded and had me return the item, as I wanted to exchange it for a working model of the same brand. When the returned model arrived, it was clear that they had just shipped the same defective unit back to me, because it had the exact same problems. (Since I have not used a ***** before, it could be that ALL of those products are defective, I don't know.) Granted, I was not able to check on my returned item for a couple weeks (their policy is that you let them know of problems within two days), I have been very busy and assumed that I would get a working model in return. Also, I did use the word "******" when I told them that they had sent me same machine back, as I was understandalby frustrated. The company did not respond the second time at all.

Desired Settlement: I would be happy to return this item and receive a refund.

Business Response: December **, 2013

BBB complaint #*******B&H Web No: **********

On 8/**/13 the customer ordered one********** * ***** ******** Funai DVD Recorder/VCR Combo. We shipped one unit with serial number *****************. Under our***-***-****the customer returned this unit. We then shipped another under our order***-***-**** The serial number for the second unit was *****************. They are not the same. We did not reship the same unit back to the customer.

The second unit was delivered 9/**/13. until we received this complaint we have had no documented communication from the customer regarding this transaction at all.

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***** ******
B&H Photo-Video

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me and the matter has been resolved.

(If they were different serial numbers, then I guess it's a problem with Funai units, and they seem to have the same issues.)

Sincerely, 

***** ********* 

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/10/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: B&H advertised an extended 2 year warranty on the website with the Canon 60D (with 18-200mm lens) deal of $1,069.50. However when I called them to place an order over the phone the representative was extremely rude and said we make mistakes and we are no way going to honor what was printed on the website. He admiited that it was printed on the website but refused to honor their word. He was extremely brash about it and said you can do what you want but we will not honor it. I requested to speak to the ******* and he would not transfer the phone. I am extremely disappointed and opted for the $1,069.50 deal only to get the extended 2 year plan. I even have copy pasted their ad on a word doc for proof.

Desired Settlement: I want them to simply honor what they advertised on their website and provide me with the 2 year extended warranty.

Business Response: December *, 2013

*** ********* *** ********* ********
B&H offers the Canon 60D camera plus 18~200 lens in three iterations as follows:

 Canon EOS 60D DSLR Camera Kit with Canon EF-S 18-200mm IS Lens
Includes Free SanDisk 16GB SDHC Memory Card Ultra Class 10 UHS-1 Ruggard Commando 36 DSLR Shoulder Bag
*** * *********** * *** * ******** ***** * ****** *************************************************

 Canon EOS 60D Digital SLR Camera with 18-200mm Lens & Basic Accessory Kit
Includes Ruggard Commando 36 DSLR Shoulder Bag, Watson LP-E6 Lithium-Ion Battery Pack (7.4V, 1750mAh), Vello FreeWave Plus Wireless Remote Shutter Release - 2.4GHz (for Canon), Zeiss Liquid Lens Cleaner - 3 oz., Pearstone Microfiber Cleaning Cloth, 18% Gray (7 x 7.9"), Vello Glass LCD Screen Protector for Canon 60D & 60Da, uminesque 72mm UV and Circular Polarizer Multi Coated Pro Filter Kit, SanDisk 16GB SDHC Extreme Class 10 UHS-1 Memory Card
*** * ************ **** **** ***** * ******* *************************************************
 Canon EOS 60D Digital SLR Camera with 18-200mm Lens & Deluxe Accessory Kit
Includes: Ruggard Commando 36 DSLR Shoulder Bag, 2 x Watson LP-E6 Lithium-Ion Battery Pack (7.4V, 1750mAh), Watson Duo LCD Charger with 2 LP-E6 Battery Plates, Vello FreeWave Plus Wireless Remote Shutter Release - 2.4GHz (for Canon), Vello BG-C6 Battery Grip for Canon EOS 60D, Pearstone Microfiber Cleaning Cloth, 18% Gray (7 x 7.9"), Zeiss Liquid Lens Cleaner - 3 oz., Vello Glass LCD Screen Protector for Canon 60D & 60Da, Luminesque 72mm UV and Circular Polarizer Multi Coated Pro Filter Kit, SquareTrade 2 Year Drops & Spills Warranty, SanDisk 32GB SDHC Extreme Class 10 UHS-1 Memory Card
*** * ************ **** **** ***** * ********* *************************************************

The customer purchased our B&H # CAE60D18200, Mfr # ******** Price = 999.00 but only the B&H # CAE60D18200D (B&H Kit) Price = $1,229.95 includes the SquareTrade warranty. Our website disclaimer says, in part, "Prices, specifications, and images are subject to change without notice. Not responsible for typographical or illustrative errors." We regret the customer's dissatisfaction but consider this matter closed.


** ***** ****** *** ***********



BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/7/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I placed an order with this company and the box was stolen by UPS or left in the street not at my address, I contacted them and they said I had to wait for a UPS claim this is the only time I've ever had a company tell me this, usually a company is very willing to correct errors on the part of non delivery now they want me to place an additional order to get the merchandise I bought with no possible way to determine if I will actually get a refund for the goods, they may determine that I am liable for the loss if UPS does not agree to pay the claim which they never do this is an issue that is likely brought up due to the fact that they sell expensive electronics and part time carriers are likely stealing the boxes because they are marked B&H photo, if they removed their logo from the boxes or used tape without the logo this type of incidence would occur less often

Desired Settlement: I seek full restitution and will contact my credit card company to chargeback the purchase if necessary

Consumer Response: Better Business Bureau:

I have not yet seen a response from this business but the issue was resolved to my satisfaction and was caused by error on part of the shipping carrier, ultimately this time of year a lot of temporary workers are delivering boxes and are not adhering to the usual delivery guidelines, are doing stupid things. any business should be aware of that and be prepared to set their customers worries at ease, b&h was unable to do so and their tone definitely made me feel as though they could care less about my issue, I won't be giving them any more of my business. 

******* ****



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/29/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I placed an order for an ASUS Tf701t tablet that was accepted bat the advertised price of 229.00. The order was confirmed by email and then later canceled by the seller as discontinued item. I later saw the item advertised on the sellers site for 449.00 but in gray rather than black but it is same item except for color. When I called Ithe store the salesman felt that I should get the 229.00 price but I had to go through customer service. When I spoke to the manager of customer service he acknowledged the fact that they made a mistake but was only willing to give me a 50 dollar discount off the 449.00 price. I feel they should honor my original order and give me the item at the initial 229.00 advertised price. I have the emails for the original order and also their cancelation email.

Desired Settlement: Honor my original order and sell me the item(**** ******) for 229.00.

Business Response: ******** ** **** *** ********* ******** *** *********

This customer purchased a black ASUS 32GB TF701T 10.1" Transformer Pad Tablet which had been posted on our site in error and prematurely with an entirely incorrect price. Our site states, "Prices, specifications, and images are subject to change without notice. Not responsible for typographical or illustrative errors." Unfortunately the ASUS 32GB TF701T 10.1" Transformer Pad Tablet is only available in gray and the correct price is $449.00. The customer's order was cancelled. Since his credit card was never charged, no refund is due. As a courtesy we offered to sell the gray tablet at a generous $50.00 discount.

The equitable doctrine of unilateral mistakes says under these circumstances companies can resort to the equitable doctrine of mistake instead of absorbing the loss. When online retailers make honest, good-faith pricing mistakes that result in huge losses to the benefit of opportunistic online shoppers, their mistake could be grounds for rescinding the unfavorable contract under the doctrine of unilateral mistake. One party’s mistake can make the contract voidable when the mistake concerns a basic assumption on which the contract was formed and has a material effect on the agreement that is adverse to that party. In addition, the adversely affected party must establish that ... the effect of the mistake is such that enforcement of the contract would be unconscionable ... The adversely affected retailer must also show that enforcing the contract would be unconscionable ... The contract, if enforced as formed, needs to cause hardship to the adversely affected party. Among other things, courts will consider whether the sale would cause the retailer a loss, rather than merely earn a diminished profit ... Rescinding the contract is the only available remedy under unilateral mistake; it is not a basis for reformation ... the retailer must cancel the customer’s order and re-offer the product at the actual price.

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***** ******
B&H Photo-Video

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

[They did not resolve the situation. I feel they did not act in good faith. They miss represented the item and price and felt by offering a different color they could get around not living up to original advertised price. They should not have accepted my order and corrected at that point. The salesman even checked with his buyers and was told to take the order at the advertised price of 229.00. Ari offered me an additional 25.00 discount after I refused the initial 50.00 discount. I still feel they should honor the 229.00 price or at best I would consider a price of 319.00 which I think is fair.Your Answer Here]

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,
****** *******

Business Response: November **, 2013

BBB Complaint #*******
B&H *********

This customer purchased a black ASUS 32GB TF701T 10.1" Transformer Pad Tablet which had been posted on our site in error and prematurely with an entirely incorrect price. Our site states, "Prices, specifications, and images are subject to change without notice. Not responsible for typographical or illustrative errors." Unfortunately the ASUS 32GB TF701T 10.1" Transformer Pad Tablet is only available in gray and the correct price is $449.00. The customer's order was cancelled. Since his credit card was never charged, no refund is due. As a courtesy we offered to sell the gray tablet at a generous $50.00 discount.

That courtesy offer is still available.

--
***** ******
B&H Photo-Video

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/25/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered an item from B and H photo Video, UPS delivered it top the wrong place. Band h wants me to sign an affidavit (federal,felony) in order to get a refund. I do NOT have to sign anything against my fee will and beliefs to get a refund back when UPS CONFIRMED it was delivered to the wrong place CASE CLOSED

Desired Settlement: I would like this item to be shipped again for no cost and I would like a full refund. I have tried to deal with them but they are stealing from me and trying to make me sign something to get a refund. No sign no refund

Business Response: November *, 2013

BBB Complaint #*******
B&H *********

The customer placed this order on 10/**/13. It was shipped the same day. The UPS package tracking number for this package was ******************. The UPS website for this package reports, "10/**/2013 10:05 A.M. Delivered," and then, "10/**/2013 6:46 P.M. Tracer request / Lost package tracer."

In order for us to pursue this with UPS an affidavit was emailed to the customer asking him to state for the record he did not receive the package. Until we receive the signed affidavit from the customer, no further action can or will be taken. In his BBB complaint the customer wrote, "No sign no refund." He is essentially correct.

--
***** ******
B&H Photo-Video

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

Band H is clearly trying to get out of this one UPS dropped package off at SIDE DOOR. Its not even where I live, on the receipt from B and H it CLEARLY states REAR APT. This is UPS fault. This is Black male now that I HAVE to sign a affidavit against my will. I am not and they CANT just TAKE MONEY from people

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,
****** ******

Business Response: November **, 2013

BBB Complaint #*******
B&H *********

Upon the decision of our customer service director, a refund for this transaction will be issued this week.

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***** ******
B&H Photo-Video

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/5/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Vendor wont credit my merchandise I returned on Sept **** . Claimed I didn't return my manual or antenna So sent it back the next day . They have avoided me crediting my Bill me Later Acct. for a measley 279.00 and all I wanted to do was up my Equipt model.

Desired Settlement: Lets just put it this way . Crutchfield never dealt with me like this . Unproffesional.

Business Response: October **, 2013

BBB Complaint #*******
B&H Web No: **********

On 8/**/13 this customer purchased a SOSTRDH540 = Sony STR-DH540 5.2-Channel 4K A/V Receiver for $278.00. Among the included accessories were an owner's manual, one ECM-AC2 Optimizer Microphone, an FM Wire Antenna and an AM Loop Antenna. On 9/**/13 at the customer's request we issued and emailed return authorization *********.

Our return policy specifies, "Conditions: Please read all conditions below. If conditions are not met, B&H reserves the right to refuse the return or to charge a restocking fee not less than 15%. All returned or exchanged items must be in new condition, in their original box, and must include all packing material, blank warranty cards, manuals, and all accessories."

When we received the returned merchandise from the customer we determined both antennas and the manual were missing, and the unit itself was damaged on the top and front. We have communicated with the customer regarding these issues several times and informed the customer unless the missing items are returned to us a $30.00 restock fee will be applied.

I have asked customer service to issue a refund in the amount of $248.00, the purchase price less the restock fee. If the missing items are returned to us, the restock fee or some part thereof may be refunded also.

--
***** ******
B&H Photo-Video

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/17/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I bought a samsung 60" plasma tv from B&H. An Anti- Reflection Clear Image Panel was highlighted under the product description. That was the main reason I decided to buy this tv. I was specifically looking for a tv with this quality. I needed that because the tv were to be installed in a bright room. The TV performs like a mirror, reflects everything in its surroundings, even at minimum light room situation like at night time. I believe the seller made use of false advertisement and I consider this a consumer misleading behavior. I contacted B&H who told me that returns were no longer accepted and that the only thing they could do was to contact the manufacturer and see what they would say about my case.The seller, otherwise, took no responsibility.

Desired Settlement: I want a full refund of my order in the amount of US$947.99. TV is available for pick up. Seller responsible for the packing and shipping of unit.

Business Response: October*, 2013

BBB Complaint ID *******
B&H Web No: **********

This customer purchased a SAPN60F5300 = Samsung 60" 5300 Series Full HD Plasma TV. The item's description our site includes, "The Samsung 60" 5300 Series Full HD Plasma TV features an anti-reflection Clear Image plasma panel with 1920 x 1080p Full HD resolution, Real Black contrast enhancing technology and a 600 Hz Subfield Motion that promotes sharp detail and contrast - even when watching sports and fast action movies."

The manufacturer, Samsung, features this product online at http********************************************** where they say (emphasis added), "The clear image technology feature provides anti-reflection for a better viewing experience. The single layer panel structure eliminates the production of dual images and blurring, especially at off angle viewing."

While we regret the cuspomer's dissatisfaction this product is not eligible for return authorization. No refund or store credit will be issued.

--
***** ******
B&H Photo-Video

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

The business response just proved my point. My disatisfaction is against a practice that I believe to be of a false advertisement. The business states in its website that the product has an anti reflective clear image panel. The business doesn't deny it. The inclusion of the anti reflective clear image panel feature in the product highlight mislead me to buy the TV. There are many tvs that perform similar to the tv in reference. I could have get one of a dozen of these. But I was specifically looking for a TV with a special quality because it was to be mounted in a bright room. The TV, however, does NOT have the promised quality. In fact, the TV reflects everything in its surrounding - please see enclosed pictures. My decision for that TV was just because I believed the TV had the "anti reflective clear image panel" -  as stated on the business website. The pictures enclosed show how reflective the TV actually is. My silhouette can be easily seen on the screen, as well as the windows with CLOSED shutters in the room.

My complaint against the business remains the same and a full refund is requested with return costs of packing and shipping the unit back to seller to be paid by the business.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** *********




 

Business Response: October *, 2013

BBB Complaint ID *******
B&H Web No: **********

This customer purchased a SAPN60F5300 = Samsung 60" 5300 Series Full HD Plasma TV.

The manufacturer, Samsung, features this product online at http********************************************** where they say (emphasis added), "The clear image technology feature provides anti-reflection for a better viewing experience. The single layer panel structure eliminates the production of dual images and blurring, especially at off angle viewing."

While we regret the customer's dissatisfaction this product is not eligible for return authorization. No refund or store credit will be issued.

--
***** ******
B&H Photo-Video

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/5/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered a $269 item that was shipped on August **, 2103. The order process would not allow my P.O. Box address - so I entered my physical address. The shipment method was "ground". B&H photo then sent the item via USPS - which does not deliver to my physical address. My post office refused the package and it was immediately sent back to B&H photo. After several calls and emails to B&H photo the first week of September, they claimed the item was not returned or received by them. I sent them tracking information proving my post office refused the package and showing it had been delivered to a New York post office. They finally issued RMA ********* on Sept *** saying it would take 3 days to process a credit. It is now September **** and they have not issued a refund. Their offices are now closed until September ****. I have no reason to believe they will issue me a refund, thus my complaint.

Desired Settlement: $269 refund issued to my credit card.

Business Response: BBB Complaint ID *******
B&H Web No: **********

September **, 2013

B&H Photo has issued a refundf in the amount of $269.00 under our transaction *********.

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***** ******
B&H Photo-Video

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

****** ******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/20/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered the product on March **, 2013. It was never delivered to my address, even as of July*, 2013. I had paid US$1,154.64 at the time. (Product: USD$1,000 + Shipping to Saudi Arabia USD$154.64) I ordered from B&H Photo in the past, and products were delivered to me in Saudi Arabia, and the United States, therefore I assumed my money was safe. On July *** I asked for a refund for the full amount due to their non delivery, and negligence in handling my order. The Drop Ship rep agreed to the refund. He later said I would get the refund for the product, and NOT for "services & duties". I received my refund for the product to my credit card for USD$1,000. I have complained several times to the refund the full USD$1,156.64 amount Customer Service and Drop Ship Team Head over the phone, but have no further response. Why am I being charged for a service I never received? Delivery was never made. There is no proof that I have received the product, and refused delivery.

Desired Settlement: Need my complete refund, for USD$154.64. It's completely ethical for me to refuse to pay for B&H Photo Drop Ship team's negligence.

Business Response: We did  not respond to this complaint earlier because it was originally filed against "Online Electronic Store,” not against B&H Photo. I phoned the BBB rep whose name is on the report and he said until I called him he had no idea this complaint had anything to do with us.

This order was processed and shipped to the address the customer supplid when he placed the order. Unfortunately it was apparently entered inaccurately and the order was returned to us. B&H paid shipping from NY to Saudi Arabia and then paid return shipping back to NY, plus import fees.

When we received the returned package we issued a refund for the full value of the merchandise. The customer now seeks an additional refund for shipping fees despite the fact we incurred substantial shipping costs due to the customer's no-doubt inadvertent error in entering his ship-to data when he placed this order. The customer believes he is entitled to this additional refund. We believe he is not.

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***** ******
B&H Photo-Video

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

[Your Answer Here]

I still don't see any scanned copies of airway/shipping bills which say the address was "no doubt, the customer's error".

As you have provided zero evidence of shipment, you stole my money, plain and simple. We consider this matter not concluded.

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** *****




 

Business Response: No additional refund or adjustment will be forthcoming. We consider this matter concluded.

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***** ******
B&H Photo-Video

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/16/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Hi, here bellow is my problem described in email conversation. ****** Hi. Your approach sounds very odd to me. The device was sold in faulty condition identified by Apple Technical Support. You have to take responsibility for it somehow. We have spend thousands of bucks during recent years BHPhoto at NYC Superstore and web and now this kind of deal breaker. You must be little more flexible to continue our customership in future. You also have to take in consideration that I spent last 2 weeks getting wrong information from Apple. You should have told my 64 years old father that the warranty issues will be nightmare if he takes the device to EU and gives it as a gift. There should be some responsibility on your Professional customer service staff at NYC Superstore, they didn't tell him at time of purchase that the warranty is virtually void in EU. Also the warranty information on Apple site is very misleading. On FI site it says warranty is valid. But nah... I am offering to send the device back on MY COST, that should be acceptable on your side and give us refund since Apple repair works with replacement units that you can really well sell at least as a refurbished one. I am waiting your answer. Best Regards, - **** ******** B&H Customer Service Department ********* **.7.2013 kello 1.00: The Professional´s Source Login / Register My Account Track Order Live Chat Wish List Please note our store hours of operation: Sunday: 10:00AM - 6:00PM (Customer Service until 5:00 PM) Mon - Thu: 9:00AM - 7:00PM (Customer Service until 6:00 PM) Friday: 9:00AM - 2:00PM Saturday: Closed Our Time Zone (GMT - 05:00) Eastern Time Hello **** ********, my name is ***** *: I am sorry to hear about this issue. As you have purchased this item more than 30 days ago we can no longer offer you a refund. However, You may ship it back to us and as a courtesy we can send it to Apple in the United States to fix it under the warranty and then we will send you back. Please be aware you will be responsible for all the shipping costs on both ways and the process can take 6-10 weeks. I apologize for any inconvenience. Please let us know if you require any further assistance. ***** * B&H Photo Video and Pro Audio The Professional's Source. E-Mail Customer Service Department http*********************** -----Original Message----- From: **** ******** (********************) Sent: Jul **, 2013 4:47:17 PM Subject: Re: Other Inquiries (#*******************) But... the device has left your store faulty : / Can we return the device and get refund if WE PAY postal service shipping costs to US? This is to avoid any further inconveniences if some problems will occur in the replacement unit so we do not need to have this discussion again. That would be fair solution. To what address I should send the item? Is it ok just to return the iPad not the smart cover? -**** ******** B&H Customer Service Department ********* **.7.2013 kello 23.37: > > > The Professional´s Source > > Login / Register > My Account > Track Order > Live Chat > Wish List > Please note our store hours of operation: > > Sunday: 10:00AM - 6:00PM > (Customer Service until 5:00 PM) > Mon - Thu: 9:00AM - 7:00PM > (Customer Service until 6:00 PM) > Friday: 9:00AM - 2:00PM > Saturday: Closed > > Our Time Zone (GMT - 05:00) > Eastern Time > > > Hello **** ********, my name is ******* *: > > I am so sorry for the inconvenience to you here and for any frustration this has caused you. I have to say however that we cannot pay to have this shipped to and from Finland as we did not originally ship this to your country. It may be that you Father had said that he was from Finland, and yes it does say on your receipt that you are from Finland, however the consideration is whether or not we shipped this to your country originally or not. Since we did not we cannot now pay for the shipping costs to return and repair. Again I apologize for the inconvenience to you. > > Please let us know if you require any further assistance. > > > ******* * > B&H Photo Video and Pro Audio > The Professional's Source. > E-Mail Customer Service Department > http*********************** > > > > > > > > -----Original Message----- > From: **** ******** (********************) > Sent: Jul **, 2013 2:40:14 PM > Subject: Re: Other Inquiries (#*******************) > > Since my dad has told he lives in Finland as you can see from receipt also I assume that BHphoto will take care of shipping costs. I am good with either returning the device to you or servicing it in US if the shipping costs are covered. Will that be ok to you? > > **** ******** > > (Tämä viesti on lähetetty mobiilisti) > > B&H Customer Service Department ********* **.7.2013 kello 21.18: > > > > > > > The Professional´s Source > > > > Login / Register > > My Account > > Track Order > > Live Chat > > Wish List > > Please note our store hours of operation: > > > > Sunday: 10:00AM - 6:00PM > > (Customer Service until 5:00 PM) > > Mon - Thu: 9:00AM - 7:00PM > > (Customer Service until 6:00 PM) > > Friday: 9:00AM - 2:00PM > > Saturday: Closed > > > > Our Time Zone (GMT - 05:00) > > Eastern Time > > > > > > Hello **** ********, my name is ******* *: > > > > Thank you for getting us that invoice #. Unfortunately, while Apple's handling of the situation was not correct, they are correct in that this item has a 1 year USA apple warranty and has to be serviced by an Apple location here in the USA. The item is a USA version product and while I am sorry that you were not told this the item would have to be serviced by an apple facility here in the USA, you would need to get it here and Apple would have no issue servicing it here. I do apologize if this has caused you any inconvenience. > > > > Please let us know if you require any further assistance. > > > > > > ******* * > > B&H Photo Video and Pro Audio > > The Professional's Source. > > E-Mail Customer Service Department > > http*********************** > > > > > > > > > > > > > > > > -----Original Message----- > > From: **** ******** (********************) > > Sent: Jul **, 2013 1:15:08 PM > > Subject: Re: Other Inquiries (#*******************) > > > > Hi, > > > > My bad, I got wrong purchase date. Here is the sales receipt as attachement. Order seems to be ********* and date is **** May 2013. > > > > **** ******** > > > > (Tämä viesti on lähetetty mobiilisti) > > > > B&H Customer Service Department ********* **.7.2013 kello 19.57: > > > > > > > > > > > The Professional´s Source > > > > > > Login / Register > > > My Account > > > Track Order > > > Live Chat > > > Wish List > > > Please note our store hours of operation: > > > > > > Sunday: 10:00AM - 6:00PM > > > (Customer Service until 5:00 PM) > > > Mon - Thu: 9:00AM - 7:00PM > > > (Customer Service until 6:00 PM) > > > Friday: 9:00AM - 2:00PM > > > Saturday: Closed > > > > > > Our Time Zone (GMT - 05:00) > > > Eastern Time > > > > > > > > > Hello , my name is ****. > > > > > > I'm very sorry, but with the information that you have provided I was unable to locate the order. If you can please advise the name, phone number or email address that would have been used at the time the order was placed I might be able to locate the order. > > > > > > Please let us know if there is anything else we can assist you with. > > > > > > > > > *** * > > > B&H Photo Video and Pro Audio > > > The Professional's Source. > > > E-Mail Customer Service Department > > > http*********************** > > > > > > > > > > > > > > > > > > > > > > > > -----Original Message----- > > > From: ******************** > > > Sent: Jul **, 2013 7:05:05 AM > > > Subject: Other Inquiries > > > > > > Customer's Name: **** ******** > > > > > > Customer's Phone Number: > > > > > > Order/Confirmation Number: > > > > > > > > > --------------------------------------------------- > > > > > > Hi, > > > > > > I got my iPad 4th Gen as a gift from my father who bought it from your NYC super store June *** 2013. iPad's serial number is ************. Buyers name is ********. If needed I can search for the paper credit card receipt for other information. > > > > > > Ipad has 3 problems identified by Apple Technical Support: 1) There is dust under the front class, 2) There is a dark spot/dimmed area on bakclit 3) WiFi conectivity has problems. > > > > > > *** July I called Apple Technical Support and they identified the problems and said everything is ok and I can drop my device to local Apple Premium Reseller or request UPS pick-up. We decided to use local dealer here. They sent is 2 weeks ago to Finnish Apple Authorized Service. Today they called to me and said that they are NOT ABLE to fix / exhange my device in EU. > > > > > > I am very dissapointed that no-one told me or my dad that service wont work here a) not at the time of purchase at BH in NYC, b) not at the time of contacting Apple Technical Support, c) not at the local Apple Premium Reseller. Only now after waiting 2 weeks they say from Apple after numerous calls with local dealer and Apple Technical Support "Oh we're sorry, we didn't realize that this can't be done here until now after 2 weeks bouncing the device around, and of course your warranty is 100% valid but you might need to send your device to US...please contact your dealer" > > > > > > So what my question is what we can do now? We are living in Finland, EU. > > > > > > Best regards, > > > > > > **** ******** > > > ******************** > > > +************ > > > > > >

Desired Settlement: 100% refund after sending device back to US on my cost.

Business Response: July **, 2013

BBB complaint # *******
B&H ********* dated 5/**/13

This customer purchased an Apple 32GB iPad with Retina Display and Wi-Fi + 4G LTE (4th Gen, AT&T, Black) in our NYC store on 5/**/13. On 7/**/13, a month after the expiration of our return policy time period, we were advised the customer had a problem with the unit.  After several email exchanges we advised the customer that if the unit was returned to us at the customer's expense we would issue a store credit or electronic gift card for the amount he paid for the iPad. We also offered to ship the unit to Apple in the USA for repair or replacement and ship it back to him if he ships it to us at his expense. We will cover shipping to Apple from B&H and any cost to have it shipped back from Apple to B&H but the customer will bear the expense of shipping the unit to us and return shipping from us back to him.

So, the customer has two equally generous options and we are willing to comply with either, at the customer's preference.

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***** ******
B&H Photo-Video

Business Response: August **, 2013

BBB complaint # *******
B&H ********* dated 5/**/13

The settlement offer made in my August*, 2013 reply is our final option. No further adjustment will be considered.

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***** ******
B&H Photo-Video


Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

This issue should not to be considered as closed/solved. I cannot accept either option. But I will not propose anything. Ipad remains here and I will be upset. There is nothing you can do anymore. 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

**** ********




 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

9/6/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I placed an order for three items. After placing the order, I realized I had used a recently cancelled credit card (which was stolen by a store clerk). I cancelled the order. Then, after updating my credit card information, I placed the order a second time. I explained this to the B&H representative. Then, they charged my new credit card twice for the same order. I disputed the second charge. B&H threatened to recall my order, but after some back and forth, we had things sorted out (I thought). They assured me my order would be delivered on 8/**, and they had cancelled the recall. On 8/**, I learned from UPS that B&H had in fact recalled my order (despite their assurance to the contrary). Now I have to again dispute the first charge on my credit card.

Desired Settlement: Immediately credit my account for my order (which was recalled despite your assurances to the contrary).

Business Response: August **, 2013

BBB Complaint #*******
B&H Web Nos: ********** and **********

B&H Web No: ********** was cancelled at the customer's request before it was shipped. Web No: ********** was processed and shipped and then recalled to be returned to us. This was our error, which we regret. A refund will be processed today and the bank which issued his Visa account should be able to confirm this Monday or Tuesday.

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***** ******
B&H Photo-Video

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/5/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: bought 2 Manfrotto 560B-1 Fluid Video Monopods and was not satisfied.used once and still in perfect condition with all accessories and paperwork. their return policy states All returned merchandise must be in the same condition as sold, with all included accessories. the items packaging is not in original condition. the return policy does not state that the merchandise packaging must be in original condition.only the merchandise is stated to be in original condition. the merchandise is in original condition.

Desired Settlement: i originally wanted to exchange both monopods for a more expensive ones,but now that they have extended this process,i will not have time to wait for them to fix this issue and would like a full refund.

Business Response: August **, 2013

BBB Complaint #*******
B&H Web No: **********

B&H's return policy is posted on our web site and is printed on the back of the invoice the customer received with his merchandise. It says, "All returned or exchanged items must be in new condition, in their original box, and must include all packing material, blank warranty cards, manuals, and all accessories." The statement and its intent are clear and not subject to speculative reinterpretation. In this case the customer removed bar codes from the box, presumably to apply for a rebate being offered by the product's US distributor. That renders the product ineligible for return.

As a courtesy our customer service department offered to issue return authorization despite this, with a 15% restock fee. That offer remains open.

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***** ******
B&H Photo-Video

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/29/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: B&H posted Apple Ipod 3rd gen 8gb and I purchased it in 2010. I only came to know last year after apple stopped supporting it and I was not able to use as I can't connect to the apple store that it is a second generation. When I first contacted them 1year back they told me to contact apple for the same. After contacting Apple and B&H back and forth finally B&H agreed that is was their problem but they can't do anything as it is 3yr old issue.

Desired Settlement: I did not spend almost a 200$ for a product which has a life of just 2yrs.

Business Response: August **, 2013

BBB Complaint #*******
B&H Web No: ********** dated 03/**/10

This customer purchased an 8 GB Apple iPod Touch (Ctlg #: MC086LL/A) from us on March **, 2010. At the time of this purchase the item sold to him was the current, and newest 8 GB iPod Touch model on the market. After this transaction we heard nothing further form this customer until May **, 2013 when he contacted customer service to complain about the product's version. That is more than three years after the purchase and three years after the expiration of our return policy.

It is possible the customer's confusion stems from Apple having released a "second generation" iPod Touch, and later both a "2nd Gen/Late 2009/MC/8 GB" iPod Touch and a 3rd Generation iPod Touch almost simultaneously. From the site ************ (emphasis added):

Although the iPod touch (2nd Gen/Late 2009/MC/8 GB) was released alongside the iPod touch 3rd Gen and is distinctly different from the 8 GB configuration of the iPod touch 2nd Gen, with support for Bluetooth 2.1+EDR, its own "MC" order numbers and unique serial numbers, and even its own Bootrom, it is easiest to retroactively consider it a "2nd Gen" model as it cannot run versions of the iOS beyond iOS 4.2.

Originally, Apple heralded this model as a "new iPod touch" released with the "Late 2009" series, with more quiet technical differentiation categorized simply by capacity rather than generation per se. It was quite common to see it advertised by third-parties as a "3rd Gen" model at the time and retroactively called a "3rd Gen" model, too...Like the iPod touch 2nd Generation, the 8 GB configuration of the "Late 2009" iPod touch features the same "multi-touch" sensitive 3.5" display with 320x480 resolution, accelerometer, ambient light sensor, and support for 802.11b/g (hardware-capable of 802.11n as well).

Features were largely unchanged, also.
The site further notes that Apple added to this situation by designating both the 2nd generation iPod Touch and the 8 GB so-called "3rd generation" iPod Touch as "******"

While we regret this customer's current dissatisfaction it is impossible to overlook that he owned and used this product from March 2010 and that there is no way any retailer could see into the future and know if a newer item would be released or a then-current item rendered obsolete by advances in hardware or software.

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***** ******
B&H Photo-Video

Business Response: August **, 2013

BBB Complaint #*******
B&H Web No: ********** dated 03/**/10

This customer purchased an 8 GB Apple iPod Touch (Ctlg #: MC086LL/A) from us on March **, 2010. At the time of this purchase the item sold to him was the current, and newest 8 GB iPod Touch model on the market. After this transaction we heard nothing further from this customer until May **, 2013 when he contacted customer service to complain about the product's version. That is more than three years after the purchase and three years after the expiration of our return policy.

While we regret this customer's current dissatisfaction it is impossible to overlook that he owned and used this product from March 2010 and that there is no way any retailer could see into the future and know if a newer item would be released or a then-current item rendered obsolete by advances in hardware or software.

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***** ******
B&H Photo-Video

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

B&H,

That is great that you can admit your mistake that you sell old version products with new version names but can't do anything about it.

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******* ********




 

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

8/28/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Well, because I couldn't find my issue in your drop-down menu (by the way, it is completely imprudent not to place an "other" there), I selected the closest match. Also, another complaint about the BBB website. It does not acknowledge the presence of online shopping in any form or another. Another rather thoughtless decision. Moving on to my complaint regarding B&H Photo Video, or however you wish to call it. I ordered a Canon DSLR and Sigma lens yesterday via their website. Today, I found out that the order has been canceled for some reason or another. I wish to make this clear that I DID NOT CANCEL THIS ORDER. Any move to cancel the order was either through unauthorized means (which also reveals security flaws of their website) or on the part of the seller itself. I want a very clear explanation of what happened and I want the job finished fast. I want absolutely no fussing or drama or "bureaucratic" procedures involved.

Desired Settlement: The business has a responsibility to make clear what (or who) went wrong to lead to an order cancellation. I want the job done faster to compensate for the time lost.

Business Response: This order was placed via our web site on Aug **, 2013 at approximately 4:30am EDT. At 3:30pm EDT the same day we received a message from the customer that the customer had placed (or had intended to place) the order with another well known online retailer. This order was cancelled at the customer's instruction.

If the customer wants to have this order reconstituted the customer should email verification[at]*********** and clear up this discrepancy.

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***** ******
B&H Photo-Video

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/16/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I placed an order with B & H on July *** for a Numark MixDeck Carrying Case with a Glider. The total price including shipping was $221.56. After placing the order and providing my credit card info, the sales rep informed me that the product was on back order. After thinking about it for a few days, I called and canceled the order because the rep indicated that it would not arrive until 3-4 weeks, around the beginning of August. After canceling, the rep said it would not be a problem and that the order was canceled. I then received the product after two weeks of talking with him and of course, I checked my bank account statement and noticed that B&H had charged my credit card for a prodict that I initially canceled out. The poorly trained sales rep, totally ignored my request. I will never use this company again. I did not see at not ime, I couldnot cancel my order, especially since it was on back order for a while

Desired Settlement: I would like to have my account credited with the full amount as well as an address to ship their product back to them.

Business Response: A member of our customer support department has been in touch with this customer. We offered a discount if the customer keeps this item or a refund if the customer wants to return it. We are waiting for the customer's response.

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***** ******
B&H Photo-Video

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/12/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I order the products of "windows 8 pro upgrade" from their site, about a day later they cancel my order, while I check their site they still have stock on the site. So I call their customer service, one of their reprensative said they verify I am reseller, so they can't sell to me, but I said I am not reseller, the address I provide is my residential address, the order I setup is 3 pieces of the software, because I have three device need to upgrade to windows 8, and I don't even have any business certificate. And when I ask to provide further reason, they decline to provide. When I later write a complaint to them through email, they didn't reply anything to me. So I have to write a complaint to this, and need clear expaination and clearify for this.

Desired Settlement: I want the order to deliver to me at the price that time agree on the website and clear the record of "reseller" on their system, because again, I am not the reseller.

Business Response: July **, 2013

BBB Complaint ID *******
B&H **********, **********, **********, **********, **********
Through his purchase history the customer has established what to us is a clear pattern of making multiple orders for multiple quantities of sale items using various ruses in an attempt to disguise his activity. We will not sell to resellers. Doing so violates the authorized retailer agreement contracts we have with the companies which supply merchandise to us and interferes with the customer-retailer relationship we need to establish and maintain in order to remain in business.

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***** ******
B&H Photo-Video

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/6/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Cancelled an order, but 3 month later sent product and retrieved funds out of church account. Sent product without actually notifying customer before taking funds from bank account. When I called B & H Photo concerning the matter, they wouldn't take the item back unless we paid $150.00 freight.Thanks, ****** ***** ****

Desired Settlement: Send a Shipping Order slip without charge to send their item back. And that B & H Photo would deposit the money back into bank account.

Business Response: July **, 2013

BBB Complaint ID *******
B&H ********* dated 03/**/13

This customer placed an order on 3/*/13 for several products including two (2) BEVP1220F = Behringer VP1220F - Professional 800 watt 2-Way Floor Monitor Speakers. They were not in stock when the order was placed. The customer was made aware of this and the customer's Visa account was not charged for them.

Our customer service log for this transaction notes several interactions with the customer related to the item's availability. There is no indication in any we were told to cancel these items. Had we been asked to cancel them, we would have done so immediately,

They became available and were shipped on June **, 2013 and delivered June **, 2013. On July *, 2013 the customer requested return authorization and return authorization ********* was created and emailed to the customer. The customer then asked us to provide pre-paid return labels and we offered to pay for half the return shipping by providing one of the two labels as pre-paid. We consider this a fair and equitable compromise.

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***** ******
B&H Photo-Video

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/30/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On approximately March ** 2013 I purchased a Tascam cd burner/cassette player from B & H. I received it approximately a week later, but unfortunately my mother passed away. She lived out of state, and neither she nor I have and siblings or relatives. I had to leave the state for slightly over a month to begin dealing with not only the grief of the loss of my mother, but all my mother's affairs. Four months later I'm still dealing with all of it. Due to this, I didn't have an opportunity to try out the machine, as I was too involved in other more pressing issues. When I finally had the time to unpack the machine and hook it up, I played back a cassette and recorded it on to a compact disc (the purpose of the machine) and it worked fine. I began to do a 2nd cassette, and the machine 'ate' the cassette-meaning the tape was completely tangled and wrapped up in the cassette mechanism, which destroyed the tape. The tapes I need to transfer to cd are one-of-a-kind, irreplaceable tapes. Once I was able to extract the torn and mangled tape from the machine, I put in another tape-one that had no value-and when I pushed 'play' it played at rapid speed-i.e. sounding like 'The Chipmunks'. I called B&H and they informed me it was beyond their 30 day return policy, and they refused to take the machine back even though it was obviously defective-BRAND NEW OUT OF THE BOX. I then took the machine to Tascam at my own expense. They replace the ENTIRE cassette mechanism. They were kind enough to ship it back to me upon 'repair', and when I hooked it up and put a tape in, the EXACT SAME THING HAPPENED. This tells me there is a system-wide issue with this particular product. I contacted B&H again and told them what had transpired. They still refused to refund my money. Instead they sent an RA and I shipped it back to them, and they have issued me 'instore credit' for the purchase price only of the machine-NOT including tax or shipping. This is completely unsatisfactory. The proper thing to do would be to refund my money, and insure customer satisfaction, thereby insuring my confidence and future business. As it is now, I have nothing but bad feelings concerning B&H, and have no intention of spending any more money with them in the future, and DO intend to pursue any and all other options to not only get my money back, but spread as much bad advertising about them online as humanly possible. I should not be forced to spend my money on something I don't need when what I purchased was DEFECTIVE MERCHANDISE. Additionally, they required that they 'inspect' the product before they would issue me the store credit, as it had to be in MINT condition. This tells me they plan on RESELLING the machine in the future to some unsuspecting customer. If a company who does this much business, (and who I have also spent quite a bit of money with in 2013) can't bend their stated return policy ONE TIME in the instance of EXTREME SPECIAL CIRCUMSTANCES, they don't deserve my business or anyone else's

Desired Settlement: I simply want them to refund my credit card the full purchase price.

Business Response: This order, for a ****** ************ *********** ********* was placed 3/**/13. It was shipped 3/**/13 and delivered to the customer 3/**/13. On 5/**/13 the customer requested return authorization which was declined as his request came after the expiration of our return policy time period. Then on 6/**/13 return authorization and a pre-paid UPS return label were issued and emailed to the customer as a courtesy in consideration of his unusual circumstances. That return authorization resulted in a store credit for the full amount of the purchase price, $459.00.

The customer wrote, "...they have issued me 'instore credit' for the purchase price only of the machine-NOT including tax or shipping." The customer was not charged any tax as the order was shipped out of NY state. He was not charged any shipping fee when the order was placed and was provided with a pre-paid return label when the return authorization was issued so he did not incur any shipping fee.

We regret the customer's loss and the unusual circumstances, but consider this resolution more than equitable. We will not issue the requested refund.

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***** ******
B&H Photo-Video

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

[Your Answer Here]Great. You feel it's fair because YOU lose NOTHING.

Your return policy also states the option to exchange or repair DEFECTIVE merchandise, which you did NOT offer to do, instead laying it on me to take it to the manufacturer.

So let's do this: Send me a BRAND NEW replacement-the EXACT SAME piece of equipment. NOT the unit I returned to you, which I'm certain you plan to sell as 'open box' merchandise.

Let's see if a BRAND NEW unit has the same problem.

**

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

**** ******* 




 

Business Response: The customer wrote, "So let's do this: Send me a BRAND NEW replacement-the EXACT SAME piece of equipment. NOT the unit I returned to you, which I'm certain you plan to sell as 'open box' merchandise."

This raises two issues. The first is the disposition of the item returned to us. It has been sent back to our supplier. The suggestion we, "...plan to sell as 'open box' merchandise," is simply provocative and gratuitously insulting. If the item had been returned opened but in perfect working and cosmetic condition we might well have sold it as an open-box item. The customer reported it was defective. It was returned to our supplier.

The second is the suggestion we "send...a BRAND NEW replacement-the EXACT SAME piece of equipment." The Tascam CC-222SLmkII Rack Mount CD/Cassette Recorder (B&H # TACC222SLMK2) the customer originally purchased is still available. While the price today is higher than the price this customer paid we'd be happy to sell him another at the same lower price. Since we issued an electronic gift card for that amount ($459.00) when we processed the return, that can be applied as payment in full for this purchase.

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***** ******
B&H Photo-Video
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/25/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We purchased a warranty in addition to a camera through B&H. We had a problem with the camera and were directed by B&H to file the claim by first calling the Warranty Logistics phone ####-###-####. After following all directions to ship the camera in for repair, which we did in May of 2013, we have been contacting B&H and Warranty Logistics since then to find out when we will have the camera back or a new camera in its place, but to no avail. We have been continually told that the repair shop, United Camera, ordered parts which were back ordered and were last told last week that the camera parts had arrived and the camera was expected to ship today, 7/**. When I called to double-check the status today, I was told that the parts did not arrive and that they were going to be in touch with Warranty Logistics (WL) and that WL would have to replace our camera or otherwise compensate us for the replacement, but that processing this issue would take a couple of days. The reason that I am writing is that since the end of May, I've been told that we will hear back, but I have not always been called back, and even though I have received a few audio taped messages updating us as to the camera's status , these too were always hopeful as far as encouraging that work was underway and we would have our camera back soon, so we are losing faith. The order number is *******. We would like to get the camera replaced ASAP.

Desired Settlement: We would like ASAP a replacement sent to us for the camera and any additional items that go w/it if what we previously purchased for two batteries and two cards do not fit the replacement.

Business Response: July *** 2103

BBB Complaint ID *******
B&H ********* dated 5/**/12

This customer purchased a Panasonic Lumix DMC-ZS20 Digital Camera (White) and SageMax by N.E.W. SCC3-250 warranty during May 2012. On 5/**/13 the customer contacted our customer service department and was referred to SageMax by N.E.W.for service. B&H does not have the customer's camera  nor do we offer service for this camera. This matter now resides between the customer and SageMax by N.E.W.

--
***** ******
B&H Photo-Video

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

Please see the attachment which did not transmit when I responded earlier today. Please see line item:  N.E.W. CONTR F/CAMERAS $250 - 299.99 for $52.99 which we purchased from B&H as shown on the order form attached. Since we purchased all of this with B&H, we have no one else to point our legitimate complaints to. B&H can complain for us to its warranty service provider since the warranty service provider is selling its service to B&H which profits on it.

All we know is we must turn to B&H for selling us a service which takes advantage of its customers. So far, all that this service has provided us is a run around, aside from the confidence the warranty inspired for B&H to win our purchases. The poor service is a responsibility of the company providing the poor service, however, we purchased this warranty service from B&H and can only go to B&H for reimbursement of the camera and warranty. If we actually do receive the camera back, and if it does not work properly, we do not want to ship this camera back for more "warranty service" when this service does not make good on its promises for fear that we will again get another 2-3 month or more of a run around. 

 

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

********* *****




 

Business Response: July **, 2103

BBB Complaint ID *******
B&H ********* dated 5/**/12

This matter resides between the customer and N.E.W. and we again urge the customer to resolve this issue through them.

--
***** ******
B&H Photo-Video

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/24/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a computer in august 2012 and after communication with customer service supervisor **** *****; it was tentatively agree that I was sold a computer that I did not need. (Acer gaming computer) He offerred to ameliorate the problem since he refused to accept a return or buy it back to sell in the used dept by offerring me a 200.00 break on the purchase of another computer. (I still have the ACER which I paid 900.00 for. I then bought a Imac i5 and received the 200.00 break. (discount) When I decided the model Imac wasnt FAST enough several weeks later I returned and was credited and told the 200.00 discount would be applied to my next computer purchase. I then after a few weeks bought the faster model Imac; the Imac i7. Despite our understanding; they did not honor our agreement and apply the 200.00 break (credit) carried over from the previous return of the imac i5.

Desired Settlement: a 200.00 credit of my credit card for the purchase of the imac i7 per our AGREEMENT AND UNDERSTANDING.

Business Response: July **, 2013

BBB Complaint ID *******
B&H *********

This is the third time the customer has filed a complaint about us with the BBB. The prior complaints were ******* and *******. The customer now seeks a $200.00 discount for B&H *********. The discount will be applied by a customer service manager.

--
***** ******
B&H Photo-Video

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

****** *****


response accepted tentatively if credit is posted to my account which may take 5 days after the merchant posts credit to my credit card.
Thanks,
****** *****
 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/4/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a product off of B&H's website (Magnetic easel) they must of stole a photographic from a different site, because once I received the item, the item was COMPLETELY different from what was pictured. I searched the picture on their website and compared it to other websites who have the same pictures (and the specifications were totally different). This is terrible that they have false advertising

Desired Settlement: Refund and paid return shipping

Business Response: *** *** *** ********** *** ********* ********
This order was placed by and shipped to an individual other than the person who filed this complaint. Out of respect for our customer's privacy we will not include order details we would usually provide in response to a customer's complaint.

Suffice it to say the product image on our site which accompanied the product in question was provided to us by our vendor, the authorized distributor for the brand. They have acknowledged their error and apologized to us. New images have been provided and are already visible on our site.

Return authorization for the product which was shipped will be emailed to the customer. The customer may elect to receive a refund or a replacement product.

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***** ******
B&H Photo-Video

Business Response: July *, 013

*** *** *** ********** *** ********* ********

The customer has already been informed a full refund is being issued. We do not expect the item to be returned and give it to the customer as a gift. No return authorization or pre-paid return label is necessary.

--
***** ******
B&H Photo-Video

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

****** **********



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/18/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a camera cover thru B&H which included a camera carry strap. When it arrived it was not in the box. I contacted their customer service dept and was told via email that it would be sent out. They then told me in another email the supplier would send it out, then finally told it was a mistake and shouldn't have been listed on the website as part of the camera cover. They said the website had been corrected but I wouldn't be getting the strap if I wanted to purchase another they would pay for shipping. I said I was not happy and wanted the strap but they have said their disclaimer on the website allows for them to change their mind, make mistakes and basically do what ever they want (my interpretation not their actual words). All of this was via email so I have all the communications between us. I think this is poor customer service and false advertising.

Desired Settlement: I want the strap that was advertised as part of the product I purchased.

Business Response: June **, 2013

BBB Complaint ID *******
Web No: *********
This customer posted the same complaint elsewhere. He has already received this reply:

Thank you for your order and this feedback. We regret your dissatisfaction. We understand that our listing for the POCBAPDW700 = Porta Brace CBA-PDW700 Camera Body Armor incorrectly and inaccurately said an HB-40 strap was included at the time you placed your order. That information was incorrect. The strap is not included. Our customer service agent who originally said one would be provided did so based on the same web content error. We regret the web error and his presumption.

Our site disclaimer states, "Prices, specifications, and images are subject to change without notice. Not responsible for typographical or illustrative errors." We regret the inaccuracy and will be happy to sell a strap to you with free international shipping.
The situation is unchanged.

--
***** ******
B&H Photo-Video

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/3/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered and received a defective Sony Vaio laptop. [with 6 months to make my first payment and/or pay it off. When I notified them of the defect they gave me 10 days to send it back. I was hoping to get some work using the laptop so didn't have the money for the return postage and missed the deadline to have it back in their facility within the 10 day period. I've asked them how I go about having it repossed letting them know I will take the hit with my credit score. I've contacted "Bill Me Later" asking the same question. I've done no damage to the laptop and simply want to know where I can send it before they have a bill collector contact me [which won't happen until after June]. I don't want to keep their laptop. I don't have the money to ship it to where ever to have it repaird under the warranty.

Desired Settlement: I'd like to know where to return the laptop so it can be repossed.

Business Response: This customer purchased a Sony SVS15123CXB laptop. The purchase date was 12/**/12. The order was shipped 12/**/12 and delivered 12/**/12. When the customer advised the laptop was defective (on 12/**/12) we issued return authorization so we could exchange the laptop for another of the same model. Our policy then and now is we do not accept returns on any opened computers except for an even exchange on a product which is defective out-of-the-box.

We never received the laptop back and the return authorization has long since expired. The laptop cannot now be returned. The customer's chargeback filed with BillMeLater is being contested and will be denied.

--
***** ******
B&H Photo-Video

Business Response: At this time the matter is entirely between the customer and BillMeLater. B&H no longer has any involvement and will not, under any circumstances, accept this laptop for return, refund, exchange, etc.

--
***** ******
B&H Photo-Video

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

[Your Answer Here]

No satisfactory resolution with B&H Photo.

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** ******




 

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

5/21/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered products online with a 6month no interest no payment option through bill me later. After the order I decided to call and speak with an agent to see if ordered the right thing. He suggested I get an higher priced item and an additional item - flash and a transmitter. I let him know that I would like to make this change ONLY if it will keep my purchase in the 6 month no interest payment plan. He wasn't sure if this could be accomplished but then came back on the phone and let me know that he was ABLE to make this happen. I only authorized one change of charge. After I got off the phone I received an updated invoice via email with the new flash but it appeared the agent forgot and left off the transmitter. A few minutes later I received a third invoice with the transmitter on it. Now my bill shows three charges and one of them is being charged interest. This third charge was not authorized. The business refused to fix the charging error. They offered me a gift card or to return all of the product. I would like someone to explain why this third charge was allowed without my consent. Very poor customer service.

Desired Settlement: I would like a supervisor to call me and to explain why this happened. I would also like this issue resolved without having to send all of the product back.

Business Response: May *, 2013

BBB Complaint ID *******
B&H Web No: **********

We appreciate the customer's order and regret this dissatisfaction. The customer was offered a $50.00 gift card in compensation but this was declined and the merchandise is being returned. When we receive it a full refund will be issued.

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***** ******
B&H Photo-Video

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

[Your Answer Here]

 I've asked to speak to a supervisor regarding this issue. The business has not allowed me to speak with a supervisor regarding this matter. There was a $50 gift card offered but this did not explain this issue at hand. When I spoke to the customer service agent they let me know that they would be able to keep my charges within the 6 month financing rate. I only authorized a second charge not a third. The only resolve that was offered was to return the merchandise. There was no attempt to explain or fix the charges. As mentioned above a gift card was offered but when I called back and inquired about this the customer service agent said that this was no longer an option since I declined it during the first call. 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******* ******




 

Business Response: May **, 2013

BBB Complaint ID *******
B&H Web No: **********

We continue to regret the customer's dissatisfaction. The gift card we offered would have more-than made up for the interest she'd have had to pay. We're very sorry for the situation and sorry too the gift card offer was declined.

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***** ******
B&H Photo-Video

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/21/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Purchased six S1500 scansnap scanners that values at $414.95 each (order # **********). Never recieved shippment and contacted company. The customer service provided me with claim forms. I submitted the claim forms and was told that replacements will be shipped. Items were never shipped. Contacted the post office clerk and was told the product never reached the carrier for shippment. The Company than insisted the items were shipped and recieved. I provided B&H Customer Service the post office tracking number and email that showed no location or delivery of my order. I recieved no response from the B&H for 2 weeks now. This order was purchased almost a year ago.

Desired Settlement: Request the order to be shipped with a better tracking method. This will help the company verify where the order is and wether or not its even been shipped. The scanners are very important and is still needed.

Business Response: May **, 2013

BBB Complaint ID*******
B&H  Customer code ********
The customer placed order No: ********** on 7/**/12. It was shipped to an *** address in two packages via priority mail (USPS). During January, 2013, the customer advised the packages were not received. We provided a lost-package affidavit, filed the appropriate claims with the carrier and reshipped. The second shipment was B&H #***-***-****dated 1/**/13. It too was shipped in two packages via USPS to an *** address. The shipping date was 1/**/13. The USPS package numbers were ********************** and **********************. The customer has since advised that like the first, these packages also have not been delivered. This week we again provided a lost-package affidavit and filed the appropriate claims with the carrier.

Because the customer's ship-to address is an *** address, there is no other carrier we can use. if the customer can provide a non-*** address we can, depending on the address provided, ship via UPS or FedEx.

--
***** ******
B&H Photo-Video

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me but the matter will be resolved when I recieve the shipment. However, I did not recieve another affidavit to re-submit. I attached old Affidavit.

The below address can be used since the carrier is having problems with  *** ** addresses.

****** ** ********** **** *** **** *** ************** ************* *********** ******** ** ***** *******

                                    ***** * *****
                                 
**** ******* ****** *********** **** ***** ***** ***********

Sincerely, 

******* ****** 



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/15/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I made a purchase via the B&H website; now I am getting unsolicited junk catalogs from them in the mail.

Desired Settlement: Since they are adding my personal information to their mailing lists WITHOUT CONSENT I expect a full refund on my purchase; they will more than make up the price of the item by selling my information anyway. I also want ANY AND ALL personal information held on me to be fully deleted, a letter of confirmation of said deletion, and a letter stating that I will never again receive anything from B&H so long as they exist.

Business Response: April **, 2013

BBB Complaint ID *******B&H Web No: **********
The customer wrote, "Since they are adding my personal information to their mailing lists WITHOUT CONSENT..." He is mistaken. The customer is offered the option to opt in or opt out of our email newsletters and catalog when the customer places an order with us.

The customer wrote, "...I expect a full refund on my purchase;" No refund will be issued unless merchandise is returned to us after return authorization has been requested and issued.

The customer wrote, "...they will more than make up the price of the item by selling my information anyway." B&H never sells any customer information. We never have and do not do so now.

*********************** has successfully been unsubscribed from the B&H Newsletter. Please allow up to 24 hours for processing. If the customer has received our mailed catalog and wishes to opt out of further mailings, he can do so via ********************************************************

All this could have been accomplished had the customer contacted us by phone or email with a simple civil request. We will delete his data from our files to the extent possible. If the customer does not contact us again or place another order the customer should not receive email or snail-mail from us again.


--
***** ******
B&H Photo-Video

Business Response: May *, 2013

BBB Complaint ID *******B&H Web No: **********

The customer wrote, "*** * **** ** *** ***** ** *** ** *** ***** ***** ***** ****** ** *******"

I have nothing further to say.

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***** ******
B&H Photo-Video

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

[Your Answer Here]

Attached is a screenshot of a B&H "customer service" rep. refusing to delete my information.

This is very simple - you want me to go away and never bother you again? delete my account - simple! you want to keep playing this game? I will make your life a living hell, no matter how much money it costs me.

***** ******, don't be an idiot; just delete my information and live happily ever after.

*********************************************************************************************************

Easy as pie - delete the info as requested, I go away.

I'll be checking ...

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** ******




 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

5/1/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I order 2 items from B&H, I got only 1 from B&H. After many time contract B&H, the problem still not solve.

Desired Settlement: Please credit back my money that B&H charged but not ship the item.

Business Response: April **, 2013

BBB Complaint ID *******B&H Web No: **********  dated 2/**/13

The customer ordered two (2) WEWD30EFRX = Western Digital 3 TB WD Red SATA 3.5" NAS Hard Drives. They were shipped to him on 2/**/13 in one package. UPS reports delivery on 3/*/13. On 3/* the customer advised us he only received one of the two drives. Our investigation revealed the package weight when we shipped it and the package weight UPS reports having received from us clearly indicate two drives were shipped. Since we record package weights to the hundredth of a pound, we can be very confident of these findings.

We emailed an affidavit to the customer which is required before a claim of this nature can be processed. Despite our repeated requests the customer has not signed and returned the required affidavit. As soon as he dies, we will be able to proceed.

--
***** ******
B&H Photo-Video

Business Response: April 29, 2013

BBB Complaint ID 9514962
B&H Web No: 1024513148  dated 2/26/13

As I said earlier, we emailed an affidavit to the customer which is required before a claim of this nature can be processed. Despite our repeated requests the customer has not signed and returned the required affidavit. As soon as he does, we will be able to proceed.

This is simple -- complete and return the affidavit so we can proceed with a lost-property claim and reship or refund, per the customer's preference.

--
Henry Posner
B&H Photo-Video

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

[Your Answer Here]

 

I already did whatever B&H request, I don't repeat it twice.

I rather lose $158 and let all people know that B&H are cheating.

I am out.

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** ****




 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

5/1/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was shopping for a new home theatre projector. After much deliberation I decided to go with B & H based on the fact they seemed to be a company that really stands behind their products If I ever had a problem. I ordered my projector and the confirmation e-mail containing my reciept and it said 6-8 business days for shipping. Over 4 weeks went by and no projector. Finally I received an e-mail that said the item was on backorder. At last the projector arrived after a month plus later and when I opened the box I realized I had ordered the wrong projector! I contacted their customer service immediately and they told me that they would contact the manufacturer and see about returning but even if the manufacturer wouldn't take it, they would take it but I would be subject to a 15% restocking fee. I figured that was fair and waited for their phone call. The next day I received an e-mail saying Sorry, that was a special order item and it can't be returned. I looked back at my confirmation receipt and nowhere on there did it say special order or non-returnable and when I purchased it the web site said it was IN Stock! They are all too happy to take your $$ but when it comes to returning something, their policy is complete B.S. since they obviously label items "non-returnable" at will. Long story short, after many calls and e-mails, I'm now stuck with a new in the box $6000 projector that is useless to me and their customer service didn't give a crap. They won't do ANYTHING for me....They sent a very different receipt with the projector that did in fact say the item was not returnable but my original receipt (which I can gladly forward you) as well as supporting e-mails nor the website when I ordered it never made mention of "special order" or "non returnable". I never ever would have purchased a $6000 item if it was not returnable. Their story to me was that it stated on the website that it was special order and non returnable which I would understand completely but how come I never saw that nor was it written on my reciept. Also why did it say 6-8 business days to ship if it was a special order???

Desired Settlement: I'd be willing to purchase the correct projector from them if they will allow me to return and refund the incorrect one I have now

Business Response: April **, 2013

BBB Complaint ID *******
B&H Web No: **********

This customer posted substantially the same complaint in **** and in *******************. Repeating a complaint that we are not providing a consideration to which he is not entitled (and which would represent a substantial financial hardship for us) does not incline us to provide this service.  My reply to his other comments is below.

Thank you for your order and this feedback. We regret your dissatisfaction. When you found this projector on our site we advised:

Usually ships in 7-14 business days. This is a special order item and is non-cancelable and non-returnable. Est. arrival at B&H is 2-4 weeks (subject to availability). Your order will be charged at time of shipment.

We make sure an item's status is readily available to our shoppers. We regret our vendor was delayed in delivering it to us and apologize for that unanticipated inconvenience.

Despite the fact the projector was clearly coded as non-returnable we asked our vendor if an exception could be made, advocating on your behalf. They said the item could not be returned. You wrote, "...when I purchased it the web site said IN Stock!" This is clearly not the case and I am emailing a copy of the relevant page from our site as evidence thereof.

We cannot accept this item for return and regret the customer's dissatisfaction.
--
***** ******
B&H Photo-Video


Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

The information that they have provided in response is very different from the information I was given at the time of purchase. The snapshot of the special order screen I assure you did not pop up when I was ordering and most of all, the receipt that I recieved via e-mail (please see attached document) is very different from the one they provided you. Nowhere on my attached receipt does it state non returnable or special order. In fact it states estimated shipping in 7-14 business days and estimated delivery of withing 6 business days. Also please see 2nd attachment that they sent me that clearly says the item is on "backorder" not special order. Had I been notified of special order status on my receipt, I would've immediately cancelled my order. I feel they should honor their written return policy since my receipt clearly states nothing about special order or non returnable. I highly doubt that a multi million dollar corporation taking back a $6000 projector that is unopened and still new that they can re-sell, pales in comparison to the "substantial financial hardship" (as they stated to you) I would suffer in keeping a piece of equipment that absolutely will not work in my application. As I stated before, I'd still consider patronizing them for the proper piece of equipment but I cannot use the projector they sent me and my business and livelyhood depends on it.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

**** *****




 

Business Response: April **, 2013

BBB Complaint ID *******
B&H Web No: **********

The customer now contends the product status was not shown him when he ordered yet the screen shot I sent earlier demonstrates it was clearly there. We made the information, "This is a special order item and is non-cancelable and non-returnable," available then and are obliged to reiterate it now.

--
***** ******
B&H Photo-Video

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/29/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: This was my first order from B&H and I had ordered a travel case and several accessories to help me transport audio equipment that I already own. This order was processed on April *** because the company was closed due to passover and didn't reopen till that date. I received a portion of the order on friday April *** and then called the company on Sunday April *** to get a rough estimate of the delivery time for the remaining items. Four pieces had to be ordered and shipped directly from the manufacturer so I was told that typically in this situation, the items are shipped within 7-10 business days from the manufacturer and should arrive roughly 3-5 business days after they leave the manufacturer. Three days later, on Wednesday April **, I received an email from B&H stating that it was going to be 2 weeks before it was going to be shipped. I called B&H for confirmation and an explanation and they said that all 4 pieces that I ordered from the manufacturer were delayed. Thursday, April **, I get a call from Land Air Express, who was apparently hired by B&H to handle the delivery, and was told that they have the pieces I ordered and could deliver them on Friday, April **. I though this was going to be the end of everything. I was wrong. I called the freight company and got an estimated delivery window of 1-4 pm. I didn't not receive it within this window, and when I called at 3:45pm, I was told the driver was running late and he would be able to deliver around 5ish. at approximately 5:40, I received a call from their rude driver that they wouldn't be able to deliver on Friday. I called the freight company back and complained about their driver and they assured me that all the pieces would be delivered on saturday. The delivery arrived at 11:15 as promised by Land Air but I only received 3 of the 4 pieces that I was supposed to have. All the paperwork that Land Air had, showed only 3 pieces. So on monday when B&H opened, I called them and I was told that they would look into it. Now instead of having it be shipped within 2 weeks, I received an email today from B&H that they wouldn't be able to ship till some point in mid May. This is my first order with B&H and every step in the process of trying to purchase these products has been a headache and difficult to work with. The last item I'm trying to purchase is a shelf for my case. I shouldn't have to go through all of this just to purchase a shelf. And this doesn't even include the one item that is still on back order that is separate from the above mentioned issue regarding the shelf.

Desired Settlement: I would like to have my product in hand, and not at some point in mid may. And possibly a refund for the shelf since B&H has made this whole process completely time consuming and a problem for me and my business.

Business Response: April **, 2013

BBB Complaint ID *******
B&H Web No: **********

We appreciate this customer's order and regret the unanticipated delay. At this moment the only item outstanding from this transaction is the DEF181312 =
Delta 1 Diced Polyfoam - 18x13x2" & 1", 2 Pieces (Replacement). I am happy to be able to report this item has been delivered to us and the customer's order will be completed today or tomorrow.

--
***** ******
B&H Photo-Video

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

Per our conversation this morning, I have attached the paper from the shipping company showing what they received, and the delivery receipt showing that they only had 3 of 4 pieces that were supposed to be drop shipped.  I have also attached 3 screenshots of the full order as it shows on the B&H website as of this morning.
 
Sincerely,
 
****** ********
 
 

.


Sincerely,

****** ********




 

Business Response: April **, 2013

BBB Complaint *******
B&H Web No: **********

Our records indicate two packages have been shipped to the customer from our warehouse. They are UPS #s ******************, delivered Apr *** and ******************, scheduled for delivery Apr ****.

--
***** ******
B&H Photo-Video

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/17/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered a product from the website of B&H. It would have arrived in time for me to use it at an event, according to the webiste. However, shortly after ordering it, I received an email saying shipping had been delayed. I called B&H customer service, informed them that the product would arrive too late and they agreed to cancel the order. However, the package came anyway. When I attempted to return the package two months later, unused, B&H refused to accept its return.

Desired Settlement: I would like B&H to allow me to return the product and credit my credit card for the amount of the purchase.

Business Response: This customer bought a Gemini VHF-1001M VHF Wireless Handheld Microphone System. When he placed this order our site advised:

Usually ships in 7-10 business days
This item is usually Drop Shipped from the MFR/Distributor within 7-10 business days (subject to availability). Your order will be charged at the time of placing the order with the vendor. Item is non-cancelable and non-returnable.
A screenshot of the product page is attached. The product was drop-shipped from our vendor on 2/**/13, after we had received the customer's request to cancel the (non-cancelable) order. UPS reports it was delivered to the customer 2/**/13.

On 4/*/13 the customer requested return authorization. Even though the original order was clearly labelled non-returnable, and even though this request exceeded our normal return policy time period, we reached out to our vendor and asked if an exception could be made.  Unfortunately this item cannot be returned. We decline to accept this item for return.

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***** ******
B&H Photo-Video

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

The business's comments do nothing to alter the circumstances. I do not not accept that I cannot product for return.


Sincerely,

****** ********




 

Business Response: Whether or not the customer accepts that he cannot product for return does not change the situation. We will not accept the product for return.

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***** ******
B&H Photo-Video

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

4/6/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I placed an order with this company online (order **********). The order arrived today. After unpackaging the product (MA-ECD4 E Series Road Case for CD's (Black)) I discovered the item was defective. Three of the four rows meant to contain CDs are fine, but the second row from the left was constructed in a way that is too narrow to hold CDs. This is not an adjustable case, so it is in effect worthless. Ordinarily I would contact customer service for a refund, but after attempting to do so via the website I received error messages about it being a 'Passover holiday'. I then attempted to call the number for customer service and was prompted with a greeting indicating the company would be away for the 'Passover holiday' until next Wednesday (4/*/2013). This means I am forced to wait a week for any resolution to my problem. While I am all for supporting religious holidays, this is excessive and unprofessional. That absolutely no one is available to help me with my order is extremely disconcerting. Had I known this was how the company did business I would have never placed an order in the first place.

Desired Settlement: I would like a refund for my order. If this requires shipping the item back, I would like a shipping label provided in order to send the item back at the retailer's expense. If a resolution is not shortly forthcoming I will dispute the charge with my credit card company as this is an entirely unacceptable way to do business.

Business Response:
I will overlook ervery one of this customer's comments about our schedule, our Passover hiatus and the rest of his off-topic comments, except to note that (as the attached screenshot demonstrates) we informed him our our impending vacation break when he placed this order.

The customer purchased one ********** * ******** ******* * ****** **** **** *** ****. When he bought this we advised the following (emphasis added):

This item is usually Drop Shipped from the MFR/Distributor within 7-10 business days (subject to availability). Your order will be charged at the time of placing the order with the vendor. Item is non-cancelable and non-returnable.
The customer now claims the product is defective but of all those sold during 2013 his is the only complaint we have received. Notwithstanding this, our customer service department will email return authorization to the customer.

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***** ******
B&H Photo-Video

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 9481237, and find that the ultimate resolution is satisfactory to me and the matter has been resolved with the following further comments.


B&H's response indicates that the passover hiatus and concerns about scheduling were 'off topic'. I strongly disagree. Potential customers should be aware of any business with an online presence which closes down for a week without any form of communication possible. The PDF attached to the earlier response which displays a notification regarding passover does not represent what I saw when placing my order. Whether that notification was added to the site after my order or not I can not say.

The following statement from B&H's response

"When he bought this we advised the following (emphasis added):

This item is usually Drop Shipped from the MFR/Distributor within 7-10 business days (subject to availability). Your order will be charged at the time of placing the order with the vendor. Item is non-cancelable and non-returnable."

is entirely false. I have attached screenshots of the website (accessed via the link provided in the earlier response and verified through Google). As you can see at no place on that product's page is this information presented. Additionally I have attached the only two communications I received during the ordering and shipping process, the disclaimer mentioned by B&H does not exist within these emails either. Even if this information was present somewhere (I stress here that if it was, it was not in any obvious way as seen in my attachments), I question the validity and ultimate legality of such a policy as not accepting returns for newly purchased defective merchandise. I do know that my credit card company would not allow such a policy to stop a dispute if a reasonable attempt was made to return the defective merchandise.

The further statement by B&H that

"The customer now claims the product is defective but of all those sold during 2013 his is the only complaint we have received. "

is irrelevant. Whether there were a thousand defective items, or just mine, it is the ultimate responsibility of the retailer supplying the product to deal with the defective product that retailer sold. If this comment is meant to imply that because there were no other defective units reported I must be disingenuous in my filing a complaint, that is wholly ridiculous.

While I have now sent back the item to B&H and anticipate a refund shortly I take the following away from this transaction. B&H does not stand by its products and is more focused on their own profitability and vacationing than on their customer's satisfaction. This is seen through the lax attempt at informing customers of potential customer service unavailability and through the poorly advertised but questionable return policies.

The only response to my complaint which should have existed was "We apologize for your inconvenience and will send a return authorization right away! Thank you for being a great customer."

Sincerely,

****** *********



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/6/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I placed an advanced online order for a new Pioneer Blu-Ray player, model number BDR-2208 that B&H did not presently have in stock but were accepting advanced orders. They emailed me on February ****, 2013 advising that they had received inventory on this item and I received a shipping notice email. I received the new Pioneer Blu-Ray player to install into my computer, but the box did not have a software disk which was supposed to be included to activate the the BDXL capabilities of this unit which is the very reason I purchased it. I filed an online complaint on February **** #******************* advising that the software disk was not included and expected B&H to complete my order. Unfortunately, all I received since February has been lip service about how they apologize about the problem and they just pass the problem along to some other representative instead of solving the problem. I believe there is a huge disconnect between their customer service department and their customers. It seems that the problem may actually lie with the Pioneer company, but all B&H does is apologize. I want someone at B&H to take responsibility for this problem, one point of contact, and get me the software so I can use the full capabilities of this drive for my computer. This is not a difficult issue but B&H has shown me that their customer service department just passes the problem along and does not attempt to solve it. I have numerous emails that I have archived to prove this assertion. They are the ultimate vendor for Pioneer and they should contact this company and resolve this problem for me. I gave them a reasonable timeframe to get me my software disk, but they have not met my reasonable and repeated requests. Consequently, I advised their customer service department that I would contact the BBB with a complaint if they did not resolve the problem. Now I am depending on the BBB to see if you can reach this company and make my order complete. I also provided them a .pdf color copy of the outside of the box which showed them the software that was supposed to be included. It seems they didn't even know what this product was! Should they not have some reference in-house of what they sell? On the outside of the Pioneer BluRay box, it specifically states that a software disk is enclosed with the following software specific to this model of drive in order to access it's advanced features: "Included software: CyberLink PowerDVD 10 BD3D CyberLink PowerDirector 9 CyberLink Powser2Go7" Here is the model and serial number of my unit: Model: *************** Serial: ************ Manufacture date: November 2012

Desired Settlement: I want B&H to email me with a reasonable timeframe in which I can expect my software disk but no later than April ****, 2013. I do not want any more excuses or apologies. I want results since I must hold them to the same standards as other reputable on-line retailers. I sincerely hope the BBB is able to reach this company and find someone who cares about their customers. Thank-you!

Business Response: The customer ordered one PIBDR2208 = Pioneer BDR-2208 15x Internal BD/DVD/CD Burner which includes a software CD. B&H also sells the PIBDR208DBK = Pioneer BDR-208DBK 15x Internal BD/DVD/CD Burner which is the same product sans software. Until recently we were unable to determine if the customer received the ordered product but absent the software or the other product which is packaged identically but without the software.

At the same time, anticipating he should have received the software, we contacted Pioneer repeatedly asking them to send a CD to us. Despite our numerous requests, they have not. At this point we are willing to issue return authorization for this product, or offer a 15.00 refund, representing the price difference between the two products referenced above. if the customer prefers to return the item he has we need to know if he wants a refund or a replacement product.

So, three options:

  • return for refund
  • return for exchange
  • 15.00 refund and the customer retains the product he now has.
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***** ******
B&H Photo-Video

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me with one caveat.  *** ****** should note that proper customer service would involve keeping the customer "in the loop" by notifying the customer either the success or failure of resolving the situation.  This is a common standard of customer service which B&H did not display.  Consequently, this complaint should cause *** ****** to review B&H's customer service model and make any necessary adjustments to correct.

I am going to accept the $15 refund offered by B&H and pursue the complaint further via the BBB with Pioneer.  Obviously, they seem to be the source of the original complaint.  B&H should understand that I will not tolerate any delay in receiving my refund and I expect to receive it no later than April **** which should be adequate for any reputable business to process.  This is a reasonable request, and it is unfortunate that neither Pioneer nor B&H could determine why software, which should have been included and so stated on the exterior of the retail box, was not included.

Once again, thank you BBB for helping me to resolve this complaint.  The BBB has always helped me, as a consumer, to mediate problems with goods and services from various sources throughout the U.S.

Sincerely,

***** ********



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/25/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Hello! I've bought Westcott 43" Apollo Orb but they sent to me the broken one! I have photos if you need. I try to e-mail to B&H customer service but they send me back just formal reply. Westcott 43" Apollo Orb is softbox for flash with umbrella's structure. I wrote - you sent me the broken umbrella with broken central stick. That stick is out from umbrella and didn't hold this umbrella in open position. But they answered me Apollo Orb is not umbrella it is softbox! They don't know what they selling at all. And I have a lot other answers like this. They are affected to don't understand what I try to say him about. And I sent him photos of broken item and broken box to! You can e-mail me ********************* and I'll send to you this is photos to! --- ********************************************************************************************* --- Date: 03/**/2013 Order #: ********** Order Type: WEB Shipping Method: UPS Worldwide Saver Order Status: Shipped --- *** ***** ********* ***** ** *****Toll Free: ###-###-#### Phone: ###-###-#### ********************

Desired Settlement: Send me the item with new condition. If they want I can send him the broken item back if they pay $85 for shipping.

Business Response: We appreciate this order and regret the inconvenience. Under B&H ********* a replacement Westcott Apollo Orb (which is an octagonal softbox light modifier, not an umbrella) is being shipped to him this week.

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***** ******
B&H Photo-Video

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/25/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a Sony DVD player which didn't support to play the discs I had. So immediately after I opened the item for less than30 minutes, I requested for return and packed the product back. After two days when I received my return number, I shipped the item back. B&H now claimed that the item had a scratch and requested for 30% restocking fee. I am sure that I didn't cause the scratch but didn't pay attention to whether the product came with the scratch originally, which is possible. Now the situation becomes he says and she says. But since I only opened the item for less than 30 minutes with care, I am positive that I did not damage the product. The item was delivered on Jan *, 2013 at 3:24 pm and I opened it around 9:00 pm after dinner and requested an return number RMA at 9:21 pm the same day. I don't think I should be responsible for the scratch and should not pay 30% restocking fee.

Desired Settlement: I should get 100% refund, not 70%

Business Response: February **, 2013

The customer purchased a Sony BDP-S185 Blu-ray Disc Smart Player on Dec **, 2102. Return authorization was issued upon his request but when we received the return the unit was marred to the extent it had to be restocked as damaged at a lower price. It seems most likely the damage occurred when the product's box was first opened. The restock fee has been applied and we see no reason to make a change.

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***** ******
B&H Photo-Video

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

[Your Answer Here]The product I sent back was exactly the condition I received it from the seller. The damage occurred either before it shipped to me or after I shipped out.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

*** ***




 

Business Response: March **, 2013


We regret the customer's dissatisfaction. The product we sent him was brand new and shipped to him in exactly the condition we received it from our vendor. The damage occurred while the product was in the customer's possession. Our position is unchanged.

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***** ******
B&H Photo-Videov

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/18/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered an Apple laptop and Ipod from BH Photo online in July 2012. After I had ordered the item, I found a better price on another laptop in Atlanta. The item was shipped via Fedex requiring signature but on the first attempt I was not home for the delivery. I went to the Fedex office to pick up the package on the afternoon of 07/**. At 1:53pm on 07/** I was handed the box by the Fedex rep at *** ******* ******. I told them that I wanted to return to sender. I looked up their return address online and by 2:02pm I had paid for the return shipping and was walking out of Fedex with nothing. Some time passed and I noticed I had not received a refund on my credit card nor any email or phone call from BH Photo. When I checked the return tracking it said it was delivered on 07/** and signed for by PPERL. The tracking number of the return is *************** and the tracking number of the original order is ************. When I opened the inquiry with American Express I saw where the case was closed and the charge was not removed. I called in, and spoke with a gentleman who told me that BH Photo says they did not receive the merchandise. That they received it on 07/** when the tracking shows 07/** and also that there was no laptop in the box only paper. I shipped back the box sealed as it was received without opening it. All of the return transaction took place inside of Fedex within minutes of signing for it. The box remained on the counter the entire time. The American Express agent informed me that multiple things could have happened. That one, the item could have been shipped that way to me from BH Photo. Two the item could have been stolen during transit or when it was being held by Fedex. I was then informed that I should open a case with Fedex. When I called Fedex they informed me of two things :1. As the sender, sending the return, I cannot open a claim. Too much time has elapsed to open an investigation but that the recipient, who is BH Photo should contact them. The last time the item was weighed was the morning of the first delivery attempt. Between that time, and the time I picked up the package at the Fedex center, the weight had changed because I did not open the package and simply returned it to sender but there was a significant weight difference. It leaves the only conclusion that the item was stolen by either a Fedex employee of someone who had access to the package while it was there for two days. I am unable though to pursue anything with Fedex as the sender to BH Photo. When BH Photo received the package, they should have contacted either myself or Fedex IMMEDIATELY so that the issue could have been investigated and resolved then. I have contacted BH Photo and they have stated that they did not have to report to me that they did not receive the items. Also that they will not be assisting in contacting FedEx or offering a refund.

Desired Settlement: A refund of the purchase amount.

Business Response: This customer purchased an Apple iPod Touch and an Apple Macbook Pro laptop computer from us on 7/**/12. The order was shipped the following day via FedEx. The shipping weight was approximately 13.6 lbs. Since an iPod Touch weighs less than 1/2 lb, the majority of this weight was the computer.

On 7/**/12 we received a package from the customer containing a package of paper. The customer had not requested return authorization and we had no prior contact from the customer indicating she would refuse or return the package.

During our subsequent conversations and correspondence wit the customer we informed her that since she had initiated the alleged return to us she had to open an inquiry with FedEx from her shipping location. We later received a copy of the FedEx receipt for shipping to us but it reflected a package weight half that of the weight of the package shipped to her.

We did not receive back the merchandise we shipped and will not issue a refund. We would be happy to assist the customer with the claim she must file with FedEx but at this late date, eight months later, I am not certain they will entertain her claim.

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***** ******
B&H Photo-Video

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

Then the merchant should have contacted me the customer or FedEx to inform that the merchandise was not received.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

**** *******




 

Business Response: I have nothing further to add.

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***** ******
B&H Photo-Video

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/15/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered a Samsung tablet back in DEC 2012. The initial one had problems with the Google play store and was sent back. The replacement that was sent had problems with the touchscreen and was returned. The next replacement was sent to me with a 2 week delay because someone at B&H initiated the shipment but forgot to send the package. Once I received it, the retail packaging had already been opened. I contacted customer service asking for a replacement to be expedited. I was told they would not be able to do that. I asked for a refund but I had done a partial payment with a giftcard that was no longer in my possession and was told they could not assist me with that. I had to settle with just getting a replacement again and asked them to MAKE SURE the new one would not be opened. They assured me. Unfortunately, I received the replacement today and the seal on the retail packaging is broken again.

Desired Settlement: I would like either a FULL refund back to my credit card ending in ****, or a replacement expedited to me that is unopened. If either of these can't be met, I would like to switch my order for the IPad for the same price I had already paid for the Samsung Note Tablet since they are comparable products.

Business Response: BBB Complaint ID *******
B&H customer code ********

This customer bought a Samsung Galaxy Note tablet from us.
Order ********* dated 12/**/12
Return authorization ********* issued 12/**/12
Order ********* dated 01/**/13
Return authorization ********* issued 01/**/13
Order ********* dated 02/**/13
Return authorization ********* issued 02/**/13
Order ********* dated 02/**/13
Return authorization ********* issued 03/**/13 for a refund, not an exchange. In order to break this cycle we will issue a refund and will not ship another product.

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***** ******
B&H Photo-Video

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/22/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: You have been connected to ****** ** ****** : My order has still not shipped. No one at B&H has been helpful. I would like a contact to escalate. ****** *: Hello ****** . My name is ******, and I will be glad to assist you. Please give me a few moments to begin working on your inquiry. ****** *: I am sorry for the inconvenience, but if you give me the order number I can check to see what the last update to the order was. May I have your order number? ****** : *************** (removed for privacy) ****** : wire transfer was sent 2 weeks ago ****** : I have sent emails to wire transfer department as I was told a week ago with no response ****** : sent customer service email from the site and no response except auto-response ****** : just called and was transferred to "wire" department and go generic voice mail (not available). ****** : I am on line as well with a ****** asking for an escalations department ****** *: I have pulled the order up and see that the two phones calls were noted and you were transferred to the wire team, which would have verified the wire transfer. ****** : no one answers wire department ****** : I also was given an email for someone in wire department and they have not responded over a week ****** *: There is no wire transfer listed as payment for that order. Did you include the quote number on the wire transfer? ****** : and I sent inquiries online at the site with no response ****** : yes ****** *: Have you contacted the bank to verify that the funds were transferred? ****** : yes, I have receipt from bank ****** *: And you are speaking with a "******" from our Customer Service department correct? ****** : ***** ***** (removed for privacy) ****** : is assisting me now ****** : she found it and is releasing the order ****** *: Great, do you have any questions with regard to the items on the order? ****** : No, I wanted her to expedite shipping but she says I would need to talk with customer service. Is there an escalation line as I would expect B&H to expedite my shipping at no charge since my payment was made 2 weeks ago and not handled. ****** *: I am sorry for this inconvenience but I am in the tech support department of sales, if you would like I can transfer you to the Customer Service department and they will be able to make any adjustment to the order. ****** *: One moment please. ****** * has left the session. Please wait while we find an agent from the Customer Service department to assist you. You have been connected to ***** *. ***** *: Hello ****** . My name is ***** *, and I will be glad to assist you. Please give me a few moments to begin working on your inquiry. ****** : are you able to see this entire chat thread or do I need to start over? ***** *: I see it ***** *: Your order has not yet been released ****** : so just spoke with ***** and she was going to release it...she said she couldn't change delivery method and I needed to talk to customer service. Payment was made on 1/** so equipment should already be on site so my installer could have it installed so I can open. I am asking for the delivery to be expedited at no charge. ***** *: I am sorry but I cannot expedite delivery at no charge. ****** : who can I talk to at B&H ****** : in authority ***** *: You can call Customer Service at ###-###-#### ****** : Aren't you customer service? ***** *: Yes but you would need to speak to a manager ****** : ok ***** *: Is there anything else I can help you with today? ****** : no ***** *: We appreciate your business. Have a wonderful day!

Desired Settlement: Expedite my order for their faillure to ship when wire was sent on 1/**. I have copy of wire transfer that shows order # as they requested. Several calls, chats, and emails and no one would take ownership or cared about my business. This delay will cost me a second cost for low voltage installer to return to site and complete camera installation because of B&Hs failure.

Business Response: February **, 2013

Re BBB Complaint ID *******

Unfortunately I am unable to identify the transaction about which the customer has complained. It is ironic in my opinion that he supplied his name, address, telephone number and email address but deleted his B&H transaction number from his complaint for privacy. Searching vis the provided address or telephone number I was unable to find any transaction. When I searched via the email address I found one from July, 2010.

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***** ******
B&H Photo-Video

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

I assume at some point this process will complete as B&H is unwilling to apologize or accept any responsibility for my experience with the company and their employees.  I remain dissatisfied with their failure to:

1.  Apologize (not express regret)

2.  Admit their error

  • Do they deny or admint order was placed on 1/** and payment made on 1/** with quote information provided to match?
  • Do they deny or admit that I had to call and chat numerous times and no one assist to resolve the issue?
  • Do they deny or admit that the equipment I ordered and was available was no longer available as a result of their error and their only adequate replacement will increase my cost?
  • Do they deny or admit they agreed to expedite deliver when they called after BBB complaint was filed but still sent standard ground even though they knew I needed equipment installed to open for business?
     

They have offered no apology or solution to the delays and expense caused by their failures.  I know they are under no obligation to remedy this BBB complaint but they have made no effort either.  I reject their response.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** *******




 

Business Response: February**, 2013

We continue to regret this customer's dissatisfaction. Our order # ********* was shipped Feb **, 2013 in four packages. UPS reports they delivered two on Feb **** and two on Feb ****. We consider this matter concluded.

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***** ******
B&H Photo-Video

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

2/21/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The item I've returned last October 2012,they have recieved the item and i did not have my refund!

Desired Settlement: I want my money back!

Business Response:

BBB Complaint ID *******
B&H Web No: **********

Under B&H***-***-****we have issued credit in the amount of $169.65 to the customer's BillMeLater account.

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***** ******
B&H Photo-Video

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/20/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: purchased ACER COMPUTER WHICH I WAS SOLD AS ONE OF THE FINEST AVAILABLE. UNIT WAS DEFECTIVE AND THIS FINE RETAILER REFUSED TO OFFER ASSISTANCE DESPITE MY LOYALTY AND PATRONAGE FOR OVER A DECADE. UNIT HAD TO BE SHIPPED AND PACKAGE ACCORDING TO STANDARDS SET BY ACER AT A COST OF 141.14

Desired Settlement: REQUEST THAT RETAILER BECOME ACTIVE IN MY GETTING MY COSTS RETURNED OR CREDITED BASED ON ABOVE. THEY CHOSE TO SELL ACER AND AS A LOYAL DEDICATED CUSTOMER; THEY SHOULD HONOR THE LONG STANDING LOYALTY TO DEDICATED CUSTOMERS WHO PURCHASE A DEFECTIVE PRODUCT FROM THEM; WHATS NOT TO UNDERSTAND ABOUT THIS HIGHHLY ETHICAL PERSPECTIVE?

Business Response:
This customer bought an Acer Predator G3620 Intel Core i7-3770 3.4 GHz Quad Core Desktop PC from us on July **, 2012. It included a 1 - year limited warranty from Acer who is solely responsible for setting its parameters and conditions. The warranty is on their site here and states:

You may be required to deliver and retrieve your Product to and from Acer or an Acer Authorized Service Center at your expense. When sending a Product to Acer or the Acer Authorized Service Center, You must deliver the Product, freight prepaid, in either its original packaging or packaging affording an equal degree of protection. You are responsible for properly packaging your Product, paying all shipping costs, insurance costs, loss or damage to the Product during shipping, and any other taxes, fees, duties or charges associated with transporting the Product to Acer or an Acer Authorized Service Center.
B&H considers every customer to be loyal and dedicated. We treat every customer with the same integrity. While we regret this customer is having difficulty with a product purchased from us almost seven months ago we are not responsible for the product's current condition nor for the customer's cost to ship the product to Acer for warranty service. (As a matter of personal quriosity I wonder how the customer managed to incur $141.14 in fees to ship this computer to them). We would be happy to assist the customer in his correspondence with Acer but I do not believe we will be able to compel Acer to waive these fees, nor do I believe it would be ethical for us to ask them to do so.

In passing I note this is the second complaint this customer has filed with the BBB regarding a transaction with us. Reference BBB complaint # ******* from September, 2011. Finally, reviewing the current transaction, I see no indication the customer contacted our customer service department at any time to report any difficulty with this computer.

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***** ******
B&H Photo-Video

Business Response:
We would be happy to assist the customer in his correspondence with Acer but I do not believe we will be able to compel Acer to waive these fees. The situation is unchanged.

The customer wrote, "They could also absorb half of the shipping/ packaging costs but thet have decided NOT to."
That is correct. We will not.

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***** ******
B&H Photo-Video

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

[Your Answer Here]

 In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** *****




 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

2/13/2013 Delivery Issues | Complaint Details Unavailable
2/12/2013 Problems with Product/Service
2/12/2013 Delivery Issues
2/9/2013 Guarantee/Warranty Issues
1/30/2013 Advertising/Sales Issues
1/23/2013 Delivery Issues
1/14/2013 Problems with Product/Service
1/11/2013 Problems with Product/Service
12/28/2012 Advertising/Sales Issues
12/27/2012 Delivery Issues
12/26/2012 Problems with Product/Service
12/25/2012 Delivery Issues
12/25/2012 Advertising/Sales Issues
12/25/2012 Problems with Product/Service
12/23/2012 Delivery Issues
12/18/2012 Delivery Issues
12/17/2012 Advertising/Sales Issues
12/17/2012 Advertising/Sales Issues
12/17/2012 Advertising/Sales Issues
12/14/2012 Advertising/Sales Issues
12/13/2012 Advertising/Sales Issues
12/13/2012 Advertising/Sales Issues
12/11/2012 Delivery Issues
12/11/2012 Delivery Issues
12/6/2012 Advertising/Sales Issues | Complaint Details Unavailable
12/6/2012 Delivery Issues | Complaint Details Unavailable
12/5/2012 Problems with Product/Service
12/1/2012 Advertising/Sales Issues
11/30/2012 Advertising/Sales Issues
11/21/2012 Advertising/Sales Issues
11/21/2012 Advertising/Sales Issues
11/16/2012 Delivery Issues
11/7/2012 Problems with Product/Service
10/25/2012 Guarantee/Warranty Issues
10/19/2012 Problems with Product/Service
10/19/2012 Delivery Issues
10/19/2012 Problems with Product/Service
10/13/2012 Advertising/Sales Issues
10/5/2012 Problems with Product/Service
10/5/2012 Delivery Issues
9/27/2012 Problems with Product/Service
9/20/2012 Advertising/Sales Issues
9/4/2012 Problems with Product/Service
8/14/2012 Advertising/Sales Issues
8/13/2012 Problems with Product/Service
8/8/2012 Delivery Issues
8/8/2012 Problems with Product/Service
8/3/2012 Problems with Product/Service
8/2/2012 Guarantee/Warranty Issues
7/30/2012 Problems with Product/Service
7/26/2012 Advertising/Sales Issues
7/23/2012 Problems with Product/Service
6/6/2012 Advertising/Sales Issues
5/24/2012 Advertising/Sales Issues
5/23/2012 Advertising/Sales Issues
5/23/2012 Problems with Product/Service
5/10/2012 Guarantee/Warranty Issues
4/25/2012 Advertising/Sales Issues
4/19/2012 Delivery Issues
3/16/2012 Problems with Product/Service
3/8/2012 Delivery Issues
3/1/2012 Billing/Collection Issues
2/28/2012 Guarantee/Warranty Issues
2/15/2012 Problems with Product/Service
2/11/2012 Advertising/Sales Issues
2/8/2012 Problems with Product/Service
1/26/2012 Problems with Product/Service
1/20/2012 Advertising/Sales Issues
1/12/2012 Problems with Product/Service
1/12/2012 Problems with Product/Service
1/4/2012 Advertising/Sales Issues
12/28/2011 Problems with Product/Service
12/3/2011 Delivery Issues
11/16/2011 Advertising/Sales Issues
11/11/2011 Delivery Issues
11/10/2011 Advertising/Sales Issues
11/9/2011 Problems with Product/Service
10/21/2011 Problems with Product/Service
10/20/2011 Advertising/Sales Issues
10/3/2011 Advertising/Sales Issues
9/16/2011 Problems with Product/Service
9/14/2011 Advertising/Sales Issues
8/19/2011 Problems with Product/Service
8/12/2011 Problems with Product/Service
8/12/2011 Problems with Product/Service
8/10/2011 Advertising/Sales Issues
8/5/2011 Problems with Product/Service
8/3/2011 Advertising/Sales Issues
8/2/2011 Guarantee/Warranty Issues
8/1/2011 Delivery Issues
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