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.bandh.com/?BI=6223 View Additional Web Addresses


BBB Business Reviews may not be reproduced for sales or promotional purposes.


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 13 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 196 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

196 complaints closed with BBB in last 3 years | 78 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 45
Billing/Collection Issues 15
Delivery Issues 37
Guarantee/Warranty Issues 12
Problems with Product/Service 87
Total Closed Complaints 196

Customer Reviews Summary Read customer reviews

31 Customer Reviews on B & H Photo-Video, Pro Audio
Customer Experience Total Customer Reviews
Positive Experience 3
Neutral Experience 1
Negative Experience 27
Total Customer Reviews 31

Additional Information

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. Henry Posner, Director of Corporate Communications
Contact Information
Customer Contact: Mr. Henry Posner, Director of Corporate Communications
Business Category

PHOTOGRAPHIC EQUIPMENT & SUPPLIES-RETAIL

Method(s) of Payment
Visa, MasterCard, Discover, American Express, check, money order, PayPal, PayPal Credit, Google Wallet, wire transfer
Refund and Exchange Policy
http://www.bhphotovideo.com/find/HelpCenter/ReturnExchange.jsp
Alternate Business Names
B & H Photo-Video, Pro Audio, Inc. (New York) B&H B&H Photo B&H Photo-Video

Customer Review Rating plus BBB Rating Summary

B & H Photo-Video, Pro Audio has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

X

BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

8/18/2016 Guarantee/Warranty Issues
8/15/2016 Problems with Product/Service
8/11/2016 Problems with Product/Service
8/6/2016 Delivery Issues
8/4/2016 Billing/Collection Issues
8/2/2016 Problems with Product/Service
8/2/2016 Billing/Collection Issues
8/2/2016 Delivery Issues
7/28/2016 Problems with Product/Service
7/27/2016 Problems with Product/Service
7/24/2016 Delivery Issues
7/20/2016 Advertising/Sales Issues
7/19/2016 Billing/Collection Issues
7/16/2016 Delivery Issues
7/15/2016 Problems with Product/Service
7/15/2016 Problems with Product/Service
7/14/2016 Problems with Product/Service
7/13/2016 Delivery Issues
7/13/2016 Problems with Product/Service
7/11/2016 Problems with Product/Service
7/7/2016 Delivery Issues
6/29/2016 Problems with Product/Service
6/29/2016 Problems with Product/Service
6/24/2016 Problems with Product/Service
6/23/2016 Problems with Product/Service
6/23/2016 Guarantee/Warranty Issues
6/17/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: 1. On May **, 2016 I've ordered Profoto 901053 kit from ADORAMA. 2. After the order was made, I saw they don't have a stock, I contact them and they said it would take around 2 weeks until I got it - so I've canceled the order. 3. I saw on B&H website that you have the product on stock + you offer free 2-day shipping. 4. I've contact your customer support via chat, talked with a guy named Stan, this is what he wrote me (and I have it on record!!!): "Stan G : We are in middle of revising our shipping cutoff times and it is possible that this is affecting the estimated delivery times as well. My apologies. If you place the order today before 6:00PM ET, it will arrive before Friday. You can contact us again after the order is placed for confirmation. And you can save this chat for your records if your shipoping needs to be upgraded for free for you order to arrive this Friday, 05/**" 5. After few hours I've contacted your customer support, to make sure it will arrive on Friday May ** (This is what Stan told me to do), and I got an email back that it would arrive on Friday (Again, I have this on record). 6. Few hours later and I got an email that the order was shipped and I will get it on Friday. 7. Around 24 hours later, I checked the status of the shipping and I saw that the delivery time was updated to Tuesday May ** !! 8. I contact you again and explained that I have an event on Saturday (May **), so I need it before, this is why I've made so much efforts to make sure it will be on time. 9. Now you keep writing me "memorial day" excuses - are you serious??? I should have got the product way before memorial day! 10. You clearly don't know how to run customer support, I never experience such a bad customer support and I will make sure people will know my story because this is just not fair and not right.

Desired Settlement: Partially refund/store credit as a compensation (at least $100).

Business Response:

May **, 2016

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

We received this order at 5:01pm EDT on May ****. Despite the hour it was shipped the same day. The ETA was May ****. *** confirms the shipping date on their website saying:

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

The subsequent delay in meeting the estimated (not guaranteed) time of arrival is due to ***'s delay. We apologize on their behalf. When the customer placed this order other speedier shipping options including 2-day rush and overnight were available. We regret the customer did not select one. Had the customer paid any shipping fee we would refund it as a courtesy, but no s&h fee was applied to this purchase.


--
Henry P*****
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:

[That is just not true because Stan, the guy I chatted with, told me this (I quote him):
"Stan G : ** *** ** ****** ** ******** *** ******** ****** ***** *** ** ** ******** **** **** ** ********* *** ********* ******** ***** ** ***** ** ********** ** *** ***** *** ***** ***** ****** ****** *** ** **** ****** ****** ******* *** *** ******* ** ***** ***** *** ***** ** ****** *** ************* *** *** *** **** **** **** *** **** ******* ** **** ********* ***** ** ** ******** *** **** *** *** ***** ** ****** **** ******* *****
Me : I understand, thank you Stan, I'll make the order in few minutes"

Of course I've contact them and they said:

****** * ** **** ** ******* ** ***** *** *** ********** *** ******** ******* ********** ** *** ***** ***** *** *** ****** **** ****** **** ***** *** ****** ** ******* "


So they can't blame *** and 2 employees confirmed I'll get it on Friday - just like I've been promised.
It's beyond my reach how a business this size treats his customer and not taking responsibility and make things right]

 

 

 

 

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 still don't take responsibility, I will not work with this business again and will suggest others to stay away from them.]

 

 

 

 

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


Sincerely,

**** ****




 

Business Response: June **, 2016

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

The situation is unchanged. The facts are unchanged. Our reply is unchanged. We regret the customer's dissatisfaction.

--
Henry P*****
B&H Photo-Video

6/9/2016 Problems with Product/Service
6/8/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Placed order for a projector screen on 4/**/16 for an advertised price of $699.00. Received order confirmation on 4/**/16 and shipment confirmation on 4/**/16. after several follow up calls initiated by myself, I was finally informed on 5/*/16 that the advertised price was incorrect and they were not able to honor the price of $699.00. They informed me that if I wanted the item, it would cost an additional $150.00. I was very frustrated at that point after waiting for the item to arrive for 3 weeks and regrettably decided to proceed anyway.

Desired Settlement: refund the additional charge imposed of $150.00

Business Response:

June *, 2016

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

The customer purchased a ELSK150XHW12 = Elite Screens SAKER/WHT 150"-E12/16:9 - MAX WHITE FG. Due to an error, which we regret, the item was mis-priced on our web site at $849.00. Our site include the disclaimer, "Prices, specifications, and images are subject to change without notice. Not responsible for typographical or illustrative errors."

The correct price for this product is $1199.00.

We could not honor the $849.00 price but as a courtesy agreed to sell this item to the customer for the discounted price of $999.00. The customer accepted this offer and the ordered item was shipped and has been delivered. No further adjustment will be made.

--
Henry P*****
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]

 if the item was incorrectly priced, I should not have received 2 emails:  1 confirming my order and a 2nd indicating shipment confirmation.  Instead, I should have been informed of this error immediately.  It took more than 2 weeks after my order and only after several calls initiated by myself to be made aware of this error.

 

 

 

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: **********

Nothing the customer has said alters the facts of the situation as I've outlined and explained them. No further adjustment will be forthcoming.

--
Henry P*****
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]

If they choose to honor their advertised and acknowledged price (or not) is direct reflection of their business ethics.  My complaint stands as originally stated.  

 

 

 

 

 

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


Sincerely,

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




 

5/27/2016 Advertising/Sales Issues
5/27/2016 Problems with Product/Service
5/20/2016 Problems with Product/Service
5/20/2016 Delivery Issues
5/18/2016 Problems with Product/Service
5/12/2016 Billing/Collection Issues
5/9/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I would like to cite predatory business practice. I bought a product which contained all the components necessary to use said product. None of this was advertised on the site. They then prompt you to order various accessories which all appear to be needed. After verifying the advertisement for said product, I ordered all the accessories only to find that they already came with the product.

Desired Settlement: I would like the company to advertise all the components which are included in the product which is ordered. For every product on their site.

Business Response:

April *, 2016

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

The customer purchased a ****** * ************ Action Camera on 03/**/16. The product's description on our site includes an "in the box" tab which lists:

Profile Mount
Rotating Surface Mount
4GB MicroSD Card
USB Cable
Limited 1-Year Warranty

With this item the customer also purchased these accessories:
Contour Camera Charge Kit
SanDisk 32GB Ultra UHS-I microSDHC Memory Card (Class 10)
Contour Flex Strap Mount-- free with purchase of the camera

The customer contacted our customer service department on 04/**/16 at which time we offered to create and email return authorization for any of the accessories he did not wish to keep. The customer gave us no indication a return authorization was desired, so none was issued. If the customer wants us to create a return authorization he can email ************** or visit the "My Account -> My Orders" section of our site and create one himself.

--
Henry P*****
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 just visited the site and I saw that all the components are now listed for that specific product in the product description (not in an "in the box" tab which I was never able to find when I first visited the site to purchase the camera). In order to protect other customers, the same should be done with every product on the site. When I searched ROAM2 just now on the website, I saw another Contour ROAM2 camera advertised right underneath it which had not been revised to include the contents of the package. Fixing one advertisement, for one specific camera, out of the thousands they have on the site does not protect other consumers, it only protects the consumers who go to buy this specific camera.

Sincerely, ****

 

 

 

 

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


Sincerely,

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




 

Business Response:

May *, 2016

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

We have nothing further to add to our previous comments.

--
Henry P*****
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 understand that, for some, money is more important than ethical business practice. As a result, I will not do business with this company again, and I will urge others to do the same.

 

 

 

 

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


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




 

5/6/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On 4/**/2016 I saw a light kit on the internet I contacted B&H about the product to make sure that what I saw in their add was the item I would be purchasing and I asked them if the light kit included the bag as it showed on the picture from their add I went as far as to include the link of their add on my letter the next day I received an email with a reply from the Sales Dept where I was told that YES this bag was included in the light kit. With my reply I proceeded to purchase the kit and on the **** I received my items from B&H bit when I opened it I had no bad in the box, I proceeded to call them and at first I was told they couldn't locate my email telling me to forward it to them at this point I did. At that dept they transferred me to another dept both with long Hold wait once I got on the other Dept after being put on Hold several times I was told that My purchase said nothing about a bag. from there I got on a chat line trying to get through to someone because I was aware that they would be closed the next day until the May *** and I purchased this light for a Sweet 16 Photo shoot event and the bag was perfect for travel. the Person on the chat line was not helpful either, I tried reaching B&H through ******** at this point I felt it was a joke. I have all the messages conversations, the person from FB acknowledged that I was told bye one of their employees that I did receive such an email I was told it was Googles fault and that me contacting the BBB was going to do me no good. I proceeded to contact my ****** acct to file a complaint and instead of living up to their Add they asked I returned the light Kit. I purchased this kit in particular because It had a Bag with it and I needed it. I was not going to send them an extra $119 for something I had already purchased as they requested according to their add & Sales Dept Personnel My purchase included such a bag.

Desired Settlement: I Purchased a Light Kit with a Bag, I received my Light Kit without my Bag. All I'm asking is that they live up to their Advertisement & Correspondence

Business Response:

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

The customer saw an advertisement for a product we sell on another web site. The ad was not placed by us and we were and are not responsible for either the placement or the contents. The advertised product was apparently this:

Bescor FP-500S Studio Daylight LED Light Kit with Case B&H # ************

Unfortunately due to an error in the ad, for which we take no responsibility at all, the price shown was for this similar, lower priced, but not identical product:

Bescor LED-500S Studio Light (100-240VAC) B&H # BELED500SIT

After going to our web site the customer purchased this second item, without the case, for a considerably lower price. In order to do so the customer visited our product information page at ************************************************* which is clear and unambiguous in its description.

In answer to the customer's question, the bag is included in the kit, but the customer did not purchase the kit.

When the customer complained we explained this in minute detail and offered to sell the Porta Brace PR-C2LED Compact Padded Case for LED Lights
B&H # POPRC2LED or the Arriba Cases AC160 Padded Lighting Fixture Case B&H # ARAC160 to the customer for half the retail price. The customer declined.

Our return authorization # ********* was emailed on Apr **, 2016. A refund will be issued when we have received and processed the return.

--
Henry P*****
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:

 gh B&H continue to claim this was not their Add, yet the Add goes dirrectly to their business 

And I sent THE LINK from the Add to their Sales/Cust service Department to make sure that this add was correct that it included the bag on the kit and I received a reply FROM B&H where they told me Yes that the bag was included. I repeat "I included the link" along with my question and the reply was yes. 

B&H shouldn't reply to messages in order to make a sale under false advertising. B&H should honor their advertising and corresponding. 

 I would understand if B&H argument were solely based on an Add but I went as far as to contact them to double check for this reason they should Honor their Add as advertised. 

 

 

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


Sincerely,

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




 

Business Response:

May *, 2016

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

The customer saw an advertisement for a product we sell on another web site. The ad was not placed by us and we were and are not responsible for either the placement or the contents. The advertised product was apparently this:

Bescor FP-500S Studio Daylight LED Light Kit with Case B&H # ************ **************************************************

Unfortunately due to an error in the ad, for which we take no responsibility at all, the price shown was for this similar, lower priced, but not identical product:

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

After going to our web site the customer purchased this second item, without the case, for a considerably lower price. In order to do so the customer visited our product information page at ************************************************* which is clear and unambiguous in its description.
In answer to the customer's question, the bag is included in the kit, but the customer did not purchase the kit.

Our return authorization # ********* was emailed on Apr **, 2016. A refund will be issued when we have received and processed the return.

--
Henry P*****
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 bec

Once again I have to state, I would admit this was an erroneous ADD if I had not sent this link with the Add to your Cust Serv Dept with a direct question & received a direct answer of YES  

Just because B&H chose to send me something other than what "I" purchased and wish to claim all of the sudden it was an error does not mean it's correct. 

The link showed several stores with the same sale one was B&H & the other ****, witch now has been deleted, but on my link it clearly shows B&H My Email clearly came from B&H and you should honor your add. B&H is trying to claim solving this issue by asking for me to return this item, I did not purchase this item to hang it up on a wall it was purchased to be put to use. Returning it does not apply being that it was used immediately at this point much less I can't return what I purchased due to the fact that my purchase was incomplete.

******  

 

 

 

 

 

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


Sincerely,

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




 

4/26/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: B&H is knowingly selling a defective product to its customers and refuses to pull it from their site

Desired Settlement: Would like to Kingston power bank pull from the website and all customers refunded that had defected products you should be responsible for the products that you sell

Business Response:

April **, 2016

BBB complaint #********
B&H **********

We regret the customer had a problem with a product purchased from us. He purchased two (2) Kensington 10,400mAh USB Mobile Chargers (Silver) -- B&H # **********. When he advised one had failed we issued return authorization When we received and processed the return a refund was issued. The failure of one sample cannot be used to determine a product is defective throughout its range. We decline to pull this item from our site since more than 90+% of those sold have not been returned or reported to us as faulty in any way at all.

--
Henry P*****
B&H Photo-Video


4/25/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered a 40" TV through B&H Photo and it came damaged. I contacted them and i had to pay for another television to get a replacement sent out to me. I then received the second TV and it was damaged as well. The box the TVs were delivered in were very thin and offered no protection to the TVs. They made zero effort on the second TV to ensure it would reach me undamaged. Both TVs were sent back and i have received my refund for both. Even after two damaged TVs i was going to try for a third time. Looking through their products i came across a TV that i was very interested in. It was on sale and a size 50". So i called them up and explained the past issues i had and the trouble i had been through and wanted to see if i could get the 50" sale price on the smaller 40", which one would think would be a better deal for them. The guy was rude and basically told me to go pound sand. I urge people to approach this company with caution.

Desired Settlement: I would have liked to got the 40" for the 50" sale price at 747.00 since i have had nothing but issues for two weeks. A little customer appreciation is all i am after. Also, seeing the 40" is a smaller TV than the 50" i would imagine it would be a better deal for them. The TV in question is a Samsung 40JU7100.

Business Response:

April **, 2016

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

On 3/**/16 the customer ordered a Samsung J6200 Series 40"-Class Full HD Smart LED TV - B&H # ************ The price was $377.99. On 3/**/16 we sent the customer return authorization and a pre-paid UPS return label. A refund was issued 4/*/16. On 3/30/16 we entered B&H ********* for another of the same TV.  On 4/*/16 we sent the customer return authorization and a pre-paid UPS return label. A refund was issued 4/*/16.

The product the customer wants instead is the Samsung JU7100 Series 40"-Class 4K Smart LED TV - B&H # ************. The current price is $1099.98.

--
Henry P*****
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]

 At the time the 50 inch TV was on sale for 747.00. I wanted to get the smaller 40 inch for that price. Again, like i stated before, the guy was rude on the phone and basically told me to go pound sand. I understand the 50 inch was on sale and that the other sizes were not. However, you had the 50 inch on sale far cheaper than the 40 inch. I would love to have the 50 inch for that price, but i do not have the room to accommodate that size. Furthermore, I would have been even more ecstatic to get the 40 inch for that price and it would have more than made up for my past trouble with the previous two TVs. Again, with the way those orders were handled and the customer response i got in return was very poor and unsatisfactory.

 

 

 

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


Sincerely,

**** ******



 

Business Response: April **, 2016
BBB Complaint #********
B&H customer code ********

I am posting this because the BBB requires i do so.
--
Henry P*****
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 am posting this because the BBB requires i do so.

 

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


Sincerely,

**** ******




 

4/21/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I returned an item that was fraudulent sent to my house. B&h said they recieved it, then I called again 2 weeks later to see why my card hadn't been refunded. They said they never got the item. They said it must have gone to a fake address, but i sent it to their store and called the store's number that they have posted online!! Someone from their end must have stolen it, but they didn't care or offer to help.

Desired Settlement: Close this fraud case and clear the charges!! I have a police report filed.

Business Response:

January **, 2016

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

We received this order in Dec **, 2015. The billing and shipping addresses were the same. The order was shipped Dec **** and delivered Dec ****. The payment method was Paypal Credit a/k/a BillMeLater. To use this payment method the customer must provide a birthdate and the last four digits of a social security number. That makes the customer's allegation this was "fraudulent (sic) sent to my house," unreliable.

On Dec **, 2015 we were advised this was an unwanted gift. We provided return authorization ********* via email. Our records indicate we have not yet received the return. if the customer has proof we did, the customer should email that directly to ******************.

--
Henry P*****
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]

 It was never an unwanted gift.  My identity was stolen and the business was aware. The item as purchased without my knowledge or consent, by someone I do not know.   I called the business to ensure they received the package back, and they said yes.  I have an ongoing police report to verify that this is an active crime case.  There were other unrelated fraud attempts made on the same day, 12-**-2015.  I mailed the package back to the company via *** using a drop tag  they emailed me.  I believe someone on their end didn't process the return correctly, or kept it for themselves.  Either way, I did my part.  When I called the store and they said they had it, that should be done on the consumers part.  Plus i was never a consumer of theirs.

 

 

 

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


Sincerely,

******* ***




 

Business Response:

April *, 2016

BBB Complaint #********

B&H Web No: **********
Thank you for this additional feedback.When we receive the returned item a refund will be issued. When we receive from you proof of the return we will make appropriate inquiries with ***. Without the package tracking data *** would have given you when you shipped the item back to us, we cannot.

--
Henry P*****
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:

You really don't read.  You have all the *** proof because you issued the tag, have the tracking number and your employee said you received the shipment

 

 

 

 

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


Sincerely,

******* ***




 

4/19/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a used Sony RX1RII camera on wednesday 4/*/2016. The grading scale of the camera was a 9 stating "***** ***** ** **** *** **** *****" When I received the camera on 4/**/2016 I observed the camera and found that on the bottom left corner of the *** screen there was a crack. I immediately filed a return claim and went through the process of shipping the camera back for an exchange. This was a extremely major inconvenience because I had clients schedule this week and next week with a concert to photograph as well. Not only does it take 3 to 5 days to ship the camera back but B&H also states on their website it takes 3 to 5 days to process all returns. What makes things even worse B&H photo announced that they will be closed for the passover holiday for an entire week from **************. All returns recieved after **** will be processed after reopening 4/**/2016. So that means I most likely will not be receiving my replacement camera until may. I have a vacation planned for germany in may(Which I can provide evidence of). You mean to tell me its acceptable for me to wait 3 weeks to a month to receive a camera I paid for at the beginning of april? That is not how you conduct business especially on a $2700 camera that I paid with my hard earned money.

Desired Settlement: I want a expedited Priority shipping of my replacement camera before the deadline of 4/**/2016 without having to wait for my original order returned to be processed first. I even took it upon myself to call B&h Photo to see if they would hear me out about my complaint. The employee in the used department did not care to rectify the situation and just didn't seem to be interested in fixing the problem. No empathy what so ever and just wanted to get me off the phone as quickly as possible. B&H states on their website "***** **** **** ** ***** ** ********** ********* *** ****** ****** ***** *** ** *** *******" Obviously they did not hold their-selves to this standard or statement because the damage on the LCD can't be missed it. From what I can see they did not do a inspection and when Im spending $2700 on a camera that is unacceptable..

Business Response:

April **, 2016

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

We appreciate this customer's order and regret his dissatisfaction. Since we can confirm the camera he is returning is en route back to us we have arranged to send another of the same model, in "10" condition, to him today and will discount the price of this camera to the same price as the camera he originally received. FWIW, we'd have made the same arrangements had he contacted us directly and expressed the same degree of urgency. Involving the BBB was not necessary to achieve this result.

--
Henry P*****
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,

Walter O*****



 

4/15/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a laptop which did not satisfy my expectations for quality. I powered once only, I noticed also issues triyng to connect it wireless and after three days after the purchase I contacted customer service to ask for a return and exchange. I was told that is no way to return it, and if defective they only can provide the same,. I do not like it how it works and looks, I no longer needed. I was not made aware about any restriction for return when I bought it, such policy is not visible on thier website. The way I was treated (as an old customer which spent thousands and thousand of $ there) was disqualifying. They did not discuss even about a restocking fee I suggested and I asked about. What they did in fact is to rip-off a loyal customer and tret him extremely badly.

Desired Settlement: Refund or exchange with what will fulfill my needs and worth the money I pay. Written apology mailed to my home address from the customer service representative I contacted.

Business Response:

April *, 2016

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

We regret this customer's dissatisfaction. The customer purchased a Toshiba 15.6" Satellite S55T Multi-Touch Notebook - B&H # ***********. Our return policy is printed on the invoice we sent with this product and is on our website at **************************************************************. It says, in part:

     Final Sale & Nonreturnable Items ... Unwrapped/opened computers and computer software.

As a courtesy I will ask the customer service manager to reconsider whether or not to extend the courtesy of a store credit with a restock fee.

--
Henry P*****
B&H Photo-Video

4/13/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: What happend was that I bought a product from B and H in august of 2015. Order number ********** . The product had broke already by october and I tried contacting them. In october/november I had my initial contact with the company and they sent me to resolve my problem directly with the product manufacturer which is based in china. After trying to troubleshoot with the product switching emails back and fourth with the manufacturer in china a lot of time has passed and nothing worked. Finally after months on end they sent an email telling me to send the product in for repair. The problem is I used this product on a weekly basis for work as I am not a stay at home mom. I am an internationally renowned DJ that travels all over the world and needs to have this product resolved as fast as possible. Then this year I contacted B and H again and talked to upper management in customer service trying to find common ground between me and them. They had said to me that if they had taken the product back they would throw it in the garbage because its no use to them. and as stated by the customer service rep "if is an international dj im sure he has the money to buy another one" This is way beyond the point that what I am trying to do is solve a simple issue and as a business owner myself I know companies have margins of error and can wave exceptions to helping a desperate customer out, whether I am a homeless or a millionaire. I whole heartedly feel that the company could have helped me out and AT LEAST have taken the product in so they can send it to china through their responsibility since they sold me a half defective item. And while it should be in repair they shoud lend me a used or another relative item in the meantime for working purposes. They neglected to do anything besides tell me to resolve it directly with the manufacturer which is based in China. The customer service rep also gave me a US office number of the manufacturer however I called multiple times and no one answered the phone. I find this situation ridiculous and frustrating because as a business owner we are susceptible to margins of error and problems. As the customer service rep told me he would throw it in the garbage and lose money. Every business loses and profits, sometimes you need to take a loss for customer satisfaction which is the most important thing in the long run. I know that exceptions can be made. As a professional who uses this product on a weekly basis in the music and entertainment industry, I VOW against buying from B and H as they do not care for what they sell to you and their customer service is very week and they just want yo throw you in the laps of the manufacturer afterwards. Big headache.

Desired Settlement: All i want is either a refund, replacement or another product of the same use to use while i send them my defective product so they can assume responsibility for selling a bad product and send it to china

Business Response:

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

The customer purchased a NEFPNE40002 = Nebula 4000lite 3-Axis Brushless Handheld Gimbal Stabilizer with Battery Pack which included a Limited 1-Year Warranty from Filmpower. Our return policy is thirty (30) days from the date of purchase. The first after-sale contact from the customer to our customer service department is dated 11/**/15, three (3) months after the purchase and long after our return policy had expired.

The manufacturer's website is is ******************* where they advise customers that if warranty service or support is needed, the customer should contact ***************************** or ********************* or use Address: **** **** ****  *** ********** ********** ******  ***** They further say, "Base on San Francisco, the hottest tech zone of U.S.A. Filmpower Inc. is growing fast and making hottest filmaking equipment."

We regret the customer's dissatisfaction and confusion and once again, direct him to seek assistance from Filmpower in California.

--
Henry P*****
B&H Photo-Video


4/8/2016 Problems with Product/Service | Complaint Details Unavailable
4/4/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: As a beginning photographer, I contacted BH for advice on a softbox umbrella I can only buy in the US. There was a lot of doubt which out of two models you need when using it on Elinchrom ELB 400’s. So I chatted with their sales support, asking for advice for the specific goal. He took his time and came back with a clear answer, stating the 8mm model was what I needed. So I ordered it, paid shipping to Europe, extra taxes etc. Now I was ready, only my elinchrom flash set (bought locally) hadn’t arrived yet. When it did, of course I checked it out, only to notice, the 8mm was too thick. This week, I contacted BH and they said I couldn’t rely on return, because their 30d return was past. Seriously, the modifier had been in the box, it is up until today unused, since I don’t have any device to fit it on, and they hide behind a return policy. In all honesty, I tried to explain that the thing was still in it’s original box, untouched, but it was like I was talking to a robot “30 days, can’t help you”. As if I wouldn’t have done this earlier if I could! BH, should know better: instead of each time steering the conversation towards some document rules, they should really try to focus on the real problem, they were the ones who gave bad advice in the first place. But apparently, a piece of paper means more to them than straightening the errors they made!

Desired Settlement: Free of charge replacement with the correct model

Business Response:

March **, 2016

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

This purchase was made on Feb *, 2016. B&H has a return policy with a 30-day time limit. That has long elapsed and we are under no obligation to entertain any request now for return authorization.

But, in the interest of customer satisfaction we will issue return authorization for the price of the merchandise, (US $84.95). We will not refund or otherwise credit the original shipping fee to send these items to the customer. The customer is responsible for the cost to return ship these items to us in New York, and for any duty, customs or other tax or import fees. Our agreement to accept this return is predicated on the customer's claim the merchandise is in new and unopened condition. We are not responsible for any change in the value of the purchase or refund due to fluctuations in the currency exchange rates. The refund will be provided in US dollars to the same ********** account used for the purchase.

--
Henry P*****
B&H Photo-Video


4/4/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On November ****, 2015, B&H were running a promotion whereby purchase of the Panasonic DMC-G7 camera (*** * ********) offered a huge discount on the Panasonic 25mm f/1.7 lens (MFR # H-H025K). This lens, which had only just been released by Panasonic, retailing between $200-$250, was reduced to only $49.99 if you bought it with the camera. Many other retailers had similar promotions on this lens on that date, but if you were buying the camera with B&H it got you the biggest discount. It convinced me to buy the camera. The lens was on backorder, but having only just been released I knew it would be back in stock. I waited for three months before B&H decided to cancel my order saying that they didn’t know when/if they would get more from the manufacturer. Very soon (a few weeks) after canceling my order, it was back in stock and selling for $248. I emailed them weeks ago and received no response. I followed up on this a few days ago and voiced my concerns. They said they cannot honor the offer, and blamed the manufacturer. They offered me a $50 discount on the lens, but that would still make the lens $198, or 400% the price of my original order. They offered to refund my camera, but then rescinded that offer when I told them that although I had the manufacturers original packaging, I had removed the barcode, as required by the manufacturer for warranty registration. I am extremely annoyed. This offer was my primary reason for buying the camera, and their refusal to follow through with the promotion (which, crucially, was NOT a pricing error) is a huge disappointment.

Desired Settlement: Delivery of lens product at the original promotional package price of $49.99.

Business Response:

March **, 2016

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

The customer ordered a Panasonic 25mm f/1.7 lens on Nov **, 2015. At the time the lens (which was then out of stock) was offered for the discounted price of 99.99. That price was an "instant rebate," meaning Panasonic USA authorized the price and had promised authorized retailers like B&H that they would reimburse the difference to us so we could sell the lens without incurring a substantial loss.

Subsequently Panasonic USA informed their authorized retailers the lens was not available and they could not predict when or if it would again be available nor could they predict how many would be available if they ever were again available. They also advised their authorized retailers they were immediately discontinuing the discounted price and rebate program. That meant any lens sold for 99.99 would be sold at our expense and our substantial loss. The current retail price for this lens is 247.99 so the amount of the loss per lens is apparent.

This situation was widely discussed in several photography forums including ********** ********* **** ********* ******** and ***********. There it was noted that other retailers, unique Photo among them, also reported they had received the same news from Panasonic USA and that they too were obliged to cancel existing orders.

From ********: "** **** **** ******* **** ********* **** ******* **** **** **** *** ** ******** *** ******* ******* ** **** ****** ******* ** ** ****** *** *** ****** ** **** ******* ******* * ****** ***** ****
From ********: ****** **** ** **** ** *** ***** * ******** **** ** ******** ******* ******.
Unfortunately, I have just been informed that it is true that Panasonic is not honoring the rebate as we initially anticipated, forcing us to cancel all orders based on it, including yours. You may see it pending, or a temporary hold for up to 2-3 business days, but your card will not be charged.

The lens is in fact back in stock, but Panasonic USA is not now offering any discount or rebate at all. The lens cannot be offered for the old discounted price.

--
Henry P*****
B&H Photo-Video


3/31/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 12/*/15 I purchased a new electronic drum set (Alesis DM10x Mesh Kit) from ***************************. I received the product on 12/*/15. I setup my new product and proceded to use it several days a week. On 2/*/16 I contacted the manufacture to get the an issue with the drum head resolved. I sent the defective head off on 2/**/16. On 3/**/16 another drum head ripped. On 3/**/16 I contacted B&H about getting a refund because the quality on this set is not good. I received a response from Jonathon D saying that it's pasty their 30 day return policy and to keep working with the manufacture. I went to Alesis and talked to a guy named Greg H*****. He has been helpful, but when I asked for a refund he told me I had to take it up with the dealer who sold it to me. I called B&oh on 3/**/16 and asked them again for a refund. They said sorry it's past their 30 day return policy. I have all correspondence except the phone calls that were made. I am wanting my money back for this purchase and everyone I talk to is saying sorry no can do. If you need any other information please contact me.

Desired Settlement: I would like the $1,299.00 refunded to me and I will pay half of the shipping to send it back to the consumer.

Business Response:

March **, 2016

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

The customer purchased a ALDM10XMK = Alesis DM10 X Mesh Kit Six-Piece Electronic Drum Set with Mesh Drum Heads. The purchase is dated December **, 2015. B&H has a thirty (30) day return policy time limit. The customer's first after-sale contact is dated March **, 2016. We suggested then and suggest now that he contact the manufacturer, **********************with any after-sale or warranty-related inquiry.

We will not issue return authorization. There will be no refund or store credit.

--
Henry P*****
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 have contacted Alesis about getting a refund. Their response is contact B&H. B&H responds with contact Alesis. All the while I am out $1,299 for a product that under performs. This kit was a little over 70 days old when I started having problems. I could understand if I had the kit 6 months that a refund would be denied but 70 days.  I would even be open to a trade of product at this point  

 

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


Sincerely,

**** *****




 

Business Response:

March **, 2016

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

The customer purchased a ALDM10XMK = Alesis DM10 X Mesh Kit Six-Piece Electronic Drum Set with Mesh Drum Heads. The purchase is dated December **, 2015. B&H has a thirty (30) day return policy time limit. The customer's first after-sale contact is dated March **, 2016.

We will not issue return authorization. There will be no refund or store credit.

--
Henry P*****
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]

 

This is unacceptable. This set is still new and I'm not getting any customer service after the sale.  Other companies stand behind the product even if they are not the manufacture.  I would like a refund of $1,299.00 minus half the shipping cost to send it back.  

 

 

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


Sincerely,

**** *****




 

3/29/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: B & H Foto & Electronics Corp advertised a sale for the Panasonic 25mm F/1.7 lens (H-H025K) back in November 2015. I placed my order but the item was backordered. I did receive notification emails indicating such and they were intent on shipping once they received more stock. They also charged my credit card for the full amount of my order. A few months later, I received an email that my order was cancelled because the item was discontinued. However, I just learned recently that the item was listed in stock. I had asked about getting my order restored but they will not honor the sale price. November **, 2015 - Placed order and credit card charged for full amount Dec **, 2015 - First backorder notification. Dec **, 2015 - Second backorder notification. Jan **, 2016 - Third backorder notification; also asked customer support, and got vague response saying that they underestimated demand. Feb 9, 2016 - Cancellation notice (product discontinued) and charge refunded. Mar **, 2016 - Noted item is back in stock and "ships tomorrow". Mar **, 2016 - Asked customer support about getting order restored. They say they will not honor the sale price; wanted me to approve a quote with the lens priced at the current MSRP. Other people report that they have received their backorders from other retailers. As far as I know, B&H is the only retailer who has cancelled orders. They pretended that there were going to ship the order, only to cancel under the pretense that the product is discontinued. However, they are now advertising that the product is in stock and ready to ship, but will not honor my original order.

Desired Settlement: Fulfillment of my original order placed back in November of 2015, and the price that I had paid them.

Business Response:

March **, 2016

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

The customer ordered a Panasonic 5mm f/1.7 lens on Nov **, 2015. At the time the lens (which was then out of stock) was offered for the discounted price of 99.99. That price was an "instant rebate," meaning ********* *** authorized the price and had promised authorized retailers like B&H that they would reimburse the difference to us so we could sell the lens without incurring a substantial loss.

Subsequently ********* *** informed their authorized retailers the lens was not available and they could not predict when or if it would again be available nor could they predict how many would be available if they ever were again available. They also advised their authorized retailers they were immediately discontinuing the discounted price and rebate program. That meant any lens sold for 99.99 would be sold at our expense and our substantial loss. The current retail price for this lens is 247.99 so the amount of the loss per lens is apparent.

This situation was widely discussed in several photography forums including ********** ********* **** ********* ******** *** ***********. There it was noted that other retailers, ****** ***** among them, also reported they had received the same news from ********* *** and that they too were obliged to cancel existing orders.

From ********* *** **** **** ******* **** ********* **** ******* **** **** **** *** ** ******** *** ******* ******* ** **** ****** ******* ** ** ****** *** *** ****** ** **** ******* ******* * ****** ***** ****

From ********* ****** **** ** **** ** *** ***** * ******** **** ** ******** ******* ******* ************** * **** **** **** ******** **** ** ** **** **** ********* ** *** ******** *** ****** ** ** ********* ************ ******* ** ** ****** *** ****** ***** ** *** ********* ****** *** *** *** ** ******** ** * ********* **** *** ** ** *** ******** ***** *** **** **** **** *** ** ********

The customer wrote, "As far as I know, B&H is the only retailer who has cancelled orders." This is incorrect, as the quotes above establish.

The lens is in fact back in stock, but ********* *** is not now offering any discount or rebate at all. The lens cannot be offered for the old discounted price.

--
***** ******
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 communication regarding the backorder status has been disingenuous. Starting with uncertainty over when stock would arrive, to a sudden cancellation because the product was "discontinued", and finally informing that the manufacturer doesn't want to the honor the discount, so order won't be honored when the product returned to stock in just over a month.

Cancellation of orders is to my knowledge, I was not aware of another retailer (****** *****). However, on these same photography forums, you will find that many users are reporting that their orders are being shipped from retailers like ******* and ****** with the discounted price honored.

And unlike ****** *****, my credit card was billed for the full amount since I placed the order back in November. I find it skeptical that the manufacturer would wait 3 months before deciding to no longer honor the discount on backorders. They would know how many they had to fulfill, and if I was past a "cutoff point", my order should have been cancelled much earlier.

 

 

 

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


Sincerely,

****** *****




 

Business Response:

March **, 2016

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

The customer is certainly entitled to his opinion but nothing said alters the facts, one of which is that no matter what took place in the past the present situation is that the Panasonic 25/1.7 lens is available for 247.99. If the customer wishes to purchase one at that price, he is welcome to do so.

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

3/22/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have received many items from B&H and each one came with an issue/defect. While I understand B&H is upset with my returns, they also need to understand that I bought an item from them and that item came defective, it has dead pixels in the screen. They are upset with my returns, even though I bought something new and more expensive each time. They refuse to refund me, I am tired of receiving defective items from B&H and just want to send this item back, get my refund and move on. B&H refuses to do so and is making this long and painful. I am well within my thirty days, I contacted them in seven days. The item is defective and under their return and exchange policy it is eligible for a return or exchange. I want to return it and everything that came with it that is in the same exact condition that it came in. B&H claims that I am hurting them, if so I am terribly sorry but how does it make it right then to hurt me, the consumer? I know that they just send them back to the manufacturer and get their money back, I work retail. If I am wrong I would be surprised and I am sorry. But please see this from my side, I just want to return something that is well within their return policy. I was told by a rep that they would issue me an RMA and then I got an email from another saying that I wasn't allowed and that they can not and will not accept any returns or exchanges from me anymore, for an undisclosed amount of time. Please help me dispute this with them, I am not the first consumer that they have done this to and probably won't be the last. Thank you

Desired Settlement: I want my $323.95 refunded back to my account, I will send them their item back if they wish also. All I want is my money back, which was $323.95. Thank you

Business Response:

Match **, 2016

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

In his complaint the customer referenced B&H Web No: **********. That transaction, dated 02/**/16 was for a ZTE Axon Pro 64GB Smartphone (Unlocked, Phthalo Blue) B&H # ******** MFR # ******. With it we included a complimentary $50.00 store gift card. On 02/**/16 we created and emailed return authorization *********. We received his return 3/*/16. It is now being processed.

I believe the customer's actual complaint is about B&H Web No: ********** placed on 02/**/16 for one ZTE Axon Pro 64GB Smartphone (Unlocked, Phthalo Blue) B&H # ******** MFR # ******. With it we included a complimentary $50.00 store gift card. On 3/*/16 and 3/*/16 the customer asked for return authorization. His request was denied and his account has been frozen.

In a review of his customer account going back to 12/**/15 we have discovered he has returned just about every item he has purchased from us. He has placed ten orders with a merchandise total of $3751.82 and made eleven returns for merchandise totaling $3077.89. This is the most excessive and abusive pattern of return behavior I can recall having encountered here. It is statistically impossible for any customer to have received the per centage of defective items this customer claims to have received.

The customer claims, "I bought something new and more expensive each time." This is simply untrue as was revealed by an inspection of each of his purchases.

The customer wrote, "I know that they just send them back to the manufacturer and get their money back, I work retail. If I am wrong I would be surprised and I am sorry." He is wrong and should be sorry.

We will not issue return authorization. We will not issue a refund. His account is, and will remain, frozen.

--
***** ******
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 will apologize yet again, I am terribly sorry. I know that I got carried away and none of it was intentional. I am not trying to hurt your business or anything, I will drop this complaint and move on. The only thing I want before I drop the complaint, is my full refund for my latest return I sent back. Once I get 100% of that money back, I will drop the complaint and move on. Again, I am terribly sorry for any potential harm I caused.

 

Thank you

 

 

 

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: **********
B&H Web No: **********

A refund has been issued for the merchandise returned from transaction Web No: **********. Regarding B&H Web No: **********, we will not issue return authorization. We will not issue a refund. His account is, and will remain, frozen.

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


3/10/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered a Samsung Galaxy S6 that was advertised as being region locked to North America. When i received the phone i couldn't activate some of the features that the manufacturer advertises. I called Samsung to find out why and was told that this phone is region locked to India, Singapore, Australia, and South America. North America wasn't even in his list. I had to pay my carrier 25 dollars to activate this phone and will now have to pay another 25 dollars to have my old phone reactivated. I also have to pay shipping costs to return this item to B&H. Shipping is going to add another 20 dollars on to that. So this false description on B&H's web page has cost me $70.

Desired Settlement: I would like to be compensated for most, if not all, of the costs incurred as a result of their misleading description.

Business Response:

March *, 2016

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

The customer purchased this:
Samsung Galaxy S6 SM-G920I 32GB Smartphone (Region Specific Unlocked, White Pearl) B&H # ************ MFR # ****************. It is described on our website at ************************************************** as follows:

This device is region-locked to North & South America, but is still carrier-unlocked and may be used with any GSM carrier within North or South America that uses a frequency or band that this device supports. A SIM card and service plan must be purchased separately. This device's frequencies can be found in the product Specifications under Cellular Network. Your carrier's available frequencies may be found in the links below.

We regret the customer's confusion and dissatisfaction. Return authorization ********* was created and emailed earlier today. A pre-paid *** return label will also be emailed for his convenience. When we receive and process the return, a refund will be issued.

--
Henry P*****
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 description mentions "North American region locked" this is not the case according to Samsung. It is because of this that apps such as Samsung Pay cannot be used in North America. This is because Samsung Pay is not available in India, Singapore, Australia or South America, where this phone is region locked to. Nowhere in this description does it mention any of these countries. In my research for this phone I was warned about phones locked to other regions. The phone will still work as a phone but certain features will not work outside of the programmed region. This description clearly states that "North America" is part of this phones region and that is simply not the case.

 

 

 

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: **********

Return authorization ********* was created and emailed earlier today. A pre-paid *** return label has also been emailed for his convenience. When we receive and process the return, a refund will be issued.
--
Henry P*****
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. The issue of having a misleading statement in the product description will still be an issue for anybody looking for a "North American" region phone. I would encourage the BBB to look into this further and require an honest description of the product. This phone is an India, Singapore, Australia and Latin America designated phone, not North America.

Sincerely,

***** ******



 

3/8/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I have purchased an unlocked Samsung galaxy s5 phone from BandH on 03/**/2015 to use the phone on my T-Mobile carrier. Last week the phone was completely dead. As the phone was under warranty, I sent the phone to Samsung for repair. After the repair when I got the phone, the phone was locked and I am unable to use the phone with my T-Mobile SIM. When I contacted to both **** they said they never sold the phone to BandH unlocked. I approached to Samsung and they said during the repair process they wipe out all the data due to security reason. Now when I contacted the BandH, they said they don't have the PIN and the customer care advised me to hack/jail break the phone by searching the PIN online. As this was my business phone. I bought this phone for $499 and due to business urgency I bought another phone as the Samsung Galaxy 5 phone I bought is not usable with my T mobile.

Desired Settlement: As I bought another phone, I need the money back. During these days even my incur loss due to the unavailability of the phone.

Business Response:

February **, 2016

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

This purchase is dated 3/**/15. The customer did not contact us when the phone began to malfunction. The first after-sale contact we have is dated 2/**/16 by which time the customer had sent the phone to Samsung and received it back. We regret the customer made no effort to reach out to us when the problem first manifested. As the listing on our website proves, the phone was shipped to the customer with a "Limited 1-Year B&H Warranty." See **************************************************. The phone was under warranty with B&H, not with Samsung.

We cannot help the customer unlock this phone. While we regret the situation no refund will be provided.

--
Henry P*****
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:

[Here with I have attached the receipt scan copy. And as per the instruction in page 2 under warranty section to send the product directly to the manufacturer. I feel i am cheated after buying the product from this company]

 

 

 

 

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:

[As a customer standpoint, I don't think the the response from B&H make any sense. I was not aware what does IMP means or from where they bought this. If they adv as a unlocked **** phone that meant to me it was not imported from a different continent or somewhere else. If they try to interpret things like this I dont want make any further follow up with this company. I accepted it was my fault of buying anything from this company irrespective of the negative feedback online about their post sale support and warranty coverage. As I already bought another phone, i dont want to waste my time with company to make follow ups. ]

 

 

 

 

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


Sincerely,
**** *****




 

Business Response:

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

We continue to regret the customer's dissatisfaction but our reply is unchanged.

--
Henry P*****
B&H Photo-Video


3/7/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: In the order confirmation screen of B&H's website, in several places it listed the Order Total as $74.96. This was stated not only in the payment area, with the **** logo and the last 4 digits of my card number, but also in the order summary section. The Subtotal was listed as $74.96, Shipping: FREE, and Sales Tax: $0.00 Under that, in large bold letters, the ORDER TOTAL: was $74.96. I then placed the order. When I checked my credit card bill, B&H photo had charged it $84.56. I called their customer service department and they said that the $9.60 charge was for shipping, which was their cheapest option. On the invoice/confirmation screen (which I have a screenshot of and am happy to provide), it list shipping as FREE, in nice bold letters. I believe that there is a bug in their website ordering process which led to this.

Desired Settlement: Billing Adjustment - I would like to be refunded the $9.60 which was not stated anywhere on the order confirmation page/invoice as being charged to me.

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. THe business has adjusted the cost accordingly to refund me the cost for shipping. 

Sincerely,

***** ******



 

3/4/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Citibank contacted me that there's Citi Debit Cards Fraud activity with B & H Photo on 01/**/2016. B & H Photo tried to charge $349.00 on my Citibank Debit card Number ending in **** after charge it on my Credit Card Number ending in 6075. The Citibank contacted me to cancel my Debit Card because of unauthorized activity. Order No. Item Price 586647140 Apple Smartwatch-38MM $349.00 On 02/**/2016, additionally unauthorized $1.00 charge is on my Credit Card.

Desired Settlement: Explain why B & H Photo charges on my Debit Card after Charge it on my Credit Card (tried doubled charge)? What is $1.00 on my Credit Card for?

Business Response:

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

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

We have no evidence anyone here attempted any charge other than the purchase of an Apple watch paid for via the customer's ********** ****************. We could not have made any attempt to charge the customer's debit card ending **** since we do not have any record of the customer ever providing that card number to us. Nevertheless the manager of our fraud deterrence department has been alerted and will investigate.

The "unauthorized $1.00 charge" is a standard lien applied before the merchandise was shipped and the full amount of the transaction charged to the customer's credit card.

--
Henry P*****
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:

Of course, they have no record of attempt to charge on my Debit Card ending in **** because my bank blocked it as fraud activity.

According to text message from Citibank:

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

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

It is very bad management.

 

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


Sincerely,

***** *****




 

Business Response:

March ** 2016

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

Your allegations are specious and unfounded. You were charged ONE TIME for the merchandise you purchased. When the order was placed we applied a ONE TIME $1.00 lien, as is standard practice. It has by now expired.

--
Henry P*****
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:

Doubled charged $1.00 + $1.00, total $2.00 are still pending and they are not expired on my Credit Card yet (in the attachment).

Please send me following proof of documents:

1. Proof of my B & H Photo account deletion

2. Proof of Doubled $1.00 amount deletion (just leave $1.00 I should owe)

What I upset about B & H Photo is that they TRIED charge on my both Credit Card and Debit Card. My bank Citibank found fraud activity on my Debit Card and blocked it. That's why they could not doubled charge on my Debit Card. My anger is "No apology and rude manner of such company's representatives".

***** *****

 

 

 

 

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


Sincerely,

***** *****




 

3/3/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Ordered a hard drive. Received the wrong hard drive. Company will not exchange for the correct one - says it was a special order. There was no indication of this when order was placed. I understood there was a 30 day period to return. Company said it work and it does not. The part was listed to work with my computer but it does not fit. They are asking for pictures of the part in the machine. Since there is no hard drive you can not boot the machine. All i am asking for is an exchange for the correct part or a full refund.

Desired Settlement: Exchange of refund.

Business Response:

February **, 2016

There is no customer in our customer database named **** ******* nor any ** ******* at all. There is no customer whose email address is **********************. There is no customer whose telephone number is ###-###-####. In short, we cannot ID either this transaction or this individual. The customer has the original B&H transaction number. With that we can proceed.

--
Henry P*****
B&H Photo-Video


3/1/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On 12/**/2015, I ordered "Nikon MB-D12 Multi Power Battery Pack for D800 and D810 Cameras" from B&H, with Order #**********. **************************************************************************************************** The price was $309, after manufacture's discount. However, B&H shipped a gray market product to me, with Nikon will not respect for service. I called both customer service and sales of B&H. Both confirmed they got the product directly from Nikon and the replacement would be fine. On 1/*/2016, B&H shipped again. At this time the manufacture's discount still existed and the price remained $309. I got the product and found it was "Imported by Poland". I returned the product and called B&H again. The customer service, Levi, still confirmed it was Nikon USA product on 1/**. And the right product was agreed to ship. I got an email on 1/** to know the shipment was on hold. Levi the customer service answered the call and said it was not from Nikon USA directly and asked if I wanted to cancel the order. I will not accept gray market products. B&H are selling a gray market product for the USA version price. This is a fraud! I keep photo of the grey market product, and a recording of B&H customer service.

Desired Settlement: since the $40 manufacture's discount discount expired, the new price is now $349. B&H must cover the $40 loss. And the inconvenience to return twice the incorrect product. Time and transportation cost $50. Thus $90 to compensate the loss from this order.

Business Response:

February **, 2016

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

We appreciate the customer's purchase and regret his dissatisfaction. All the Nikon MBD12 battery packs in our inventory at this time are warranted by B&H Photo. The warranty coverage is identical to that offered by Nikon USA in terms both of coverage and duration. At the customer's request we have emailed our quote ********* matching the lower price we charged when this purchase was initiated, last December. We can convert this quote to a sale and ship the Nikon MBD12 as soon as we receive his authorization to do so.

--
Henry P*****
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 have thoroughly reviewed the response from B&H. However, it is a typical example of spoonerism of the term, Product and Warranty. As an authorized dealer of Nikon USA, B&H should sell Nikon products for USA market, unless otherwise it is clearly specified. The Nikon product for sale in USA comes with Nikon Manufacturer's warranty. The gray market product, I complained about, will not be covered by Nikon USA directly and will lose any support by Nikon USA in the future. On page of 10 of the attachment, B&H staff Christ L answers in Q&A that the product is for USA market and with Nikon warranty. I called B&H before and after the initial purchase on 12/**/2015 and always got the same confirmation it was from Nikon USA directly. Again, photography products have huge difference between the USA authorized version and the gray market version. It relates to manufacture's support, including warranty, and customer service of Nikon USA will reject to service any gray market product locally.

B&H is selling this product at a price of USA version while delivering a gray market one. B&H did NOT accomplish the customer's order and provided false information both in advertisement and customer service response.

B&H could have admitted the problem at the first time when I received the gray market product and contacted B&H on 01/**/2016. B&H convinced me it was a shipping issue and would be corrected in the next delivery; thus, I lost the chance to order from other store to keep the $40 discount Nikon offered to store. $40 is the compensation of my loss because of B&H false advertisement and false information in customer service. I also have extra loss of time and transportation cost for exchanges, twice!

One more comment and feedback on this issue is B&H sent me a follow-up email asking if "I lie to have a replacement". It was an insult for whatever reason! Again, on this matter, the only false and conflicting information comes from B&H.

Therefore, I can only reject the B&H response and asks for the justified compensation in a very friendly approach, without further escalation.

Best regards,

 

**** **

 

 

 

 

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


Sincerely,

******* **




 

Business Response:

February **, 2016

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

I have no idea what the customer means when he says, "...it is a typical example of spoonerism..." The definition of spoonerism, is:

a verbal error in which a speaker accidentally transposes the initial sounds or letters of two or more words, often to humorous effect, as in the sentence you have hissed the mystery lectures, accidentally spoken instead of the intended sentence you have missed the history lectures.

In this situation it is entirely irrelevant.

I also cannot imagine why the customer would attach an 8-page copy of the B&H product page for the Nikon MB-D12 he purchased when a simple URL -- ************************************************* ** would have sufficed. Had he done so we could all see the product's "In the box" tab says, " Limited 1-Year Warranty," rather than referencing a Nikon USA warranty.

The customer wrote, "photography products have huge difference between the USA authorized version and the gray market version." This is not at all correct. The ONLY difference is whether the product's 1-year limited warranty is provided by Nikon USA or by B&H. Nikon USA has the option of keeping a product sent for warranty service for months while it is being repaired or replacing the original product with a refurbished model. B&H almost always simple exchanges the item for another brand new one, making the B&H warranty more attractive in the most important aspect.

The customer requested compensation for his dissatisfaction. Under B&H ********* dated */01/16 an electronic gift card valued at $20.00 was emailed to him.

The customer also wrote, "...B&H sent me a follow-up email asking if 'I lie to have a replacement'. It was an insult for whatever reason!" This was, as has been explained, a simple typographical error and should have said "...like to have a replacement." It is a non-issue.

--
Henry P*****
B&H Photo-Video

1/29/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I returned an Apple Ipad Pro to BH Photo which they received on the **** of January, I was supposed to get a refund of $799 within 3 business days. I have been in contact with customer service twice already but they just say they are too busy to get my refund processed in a timely manner, basically just giving me the run around.

Desired Settlement: BH needs to give me my refund, they have had the product for 8 days now and for some reason no one wants to give me money back

Business Response:

January **, 2016

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

The requested refund has been issued and transmitted to the bank which issued the customer's ********** account earlier this afternoon.

--
Henry P*****
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,

**** *******


 

1/22/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: When I visited B&H Web site on January **, an item listed under catalog no #INBOXNUC6I5H ( a computer) is advertised at a list price of US 299.99$ (I have kept a pdf file as proof). When I moved the item to the shopping cart, the item and proceeded through the payment process, I received a copy of my invoice listing an inferior model (#INBOXNUC6I3H) with the same price. I called B&H Customer service, but they refused to admit their error and would not let me purchase the model listed originally on their web site at the published price. Since then, B&H has modified their web site to cover all the traces of their mistake, but I have a pdf file as proof (model number, price, product description, etc.)

Desired Settlement: Sell the product listed in the pdf file at the advertised price (as appeared on their web site). If it was indeed B&H's mistake, they have to assume their error and honour what is advertised.

Business Response:

January **, 2016

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

The customer bought and paid for a Intel NUC6i3SYH Mini PC NUC Kit B&H # INBOXNUC6I3H MFR # BOXNUC6I3SYH which is priced 299.99. He apparently wanted to buy a Intel NUC6I5SYK CORE I5 I5-6260U 1.80 GHZ B&H # INBOXNUC6I5K MFR # BOXNUC6I5SYK which is priced 369.99.

At his instruction the B&H # INBOXNUC6I3H in his order was deleted and a refund has been issued. He is welcome to place an order for a B&H # INBOXNUC6I5K any time it suits him.


--
Henry P*****
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]

Either the seller did not tell the truth or he was not aware of wat was posted on his website. Attached are a pdf file of the advertisement and the original invoice before I asked the seller to remove the computer from the order because of the product switching. You could see clearly that B&H posted a NUC6i5SYH at US $299.99. If B&H switched products when the selected item was deposited in the shopping cart, there is nothing a customer could do. Again, if it was indeed an honest mistake from B&H, the general policy in this kind of situation is to honour what the Customer saw and sell the product at the advertised price.

Cordially,

***** ** **

P.S. : I never had the intention to purchase a NUC6i3SYH from the start, that is why I had it removed from the order.

 

 

 

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 customer wrote, "* ****** ** ******* ** ****** ******** ********* * ***** **** ******* ********* *** ***** **********" Leaving the threat aside, a refund in the amount 315.44 has been generated and transmitted to **********. The length of time before they confirm this to the customer is out of our control.

--
Henry P*****
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]

Regarding the invoicing, why would you have to charge for an item that I did not order, only to try a refund later ? I did call your business BEFORE the shipping, did I not ? Customers just want to be treated fairly. If consider that a threat, it is up to you. You just lost a customer that has been doing business with you for 20 years. So far as I remember, this is the first time I had to make a complaint about B&H. I had always received a good service from your store in the past, but I do expect some honesty from my suppliers. Regarding the computer, please do not worry. With the devaluation of the canadian dollar, there are plenty of sellers here that are as competitive as those in the States.

 

 

 

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


Sincerely,

***** **




 

1/20/2016 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered a tablet for my son on 12/**/15. Item was shipped on 12/**. On 12/**, I checked my email to see the delivery tracking information. I realized that the address was incorrect. It was an address pulled from my Paypal account. I had moved from that address over a year ago; somehow it was the address used. Noticing this I called *** and asked to get the package rerouted or not delivered and they said that this can only be done by the shipper. All the shipper needs to do is call or email the request. I contacted B&H Photo to let them know of the error on 12/**. When I called support around 2pm, they told me that they could have the package rerouted for a $15 fee. I paid this fee. An email was later sent as confirmation; however it still had the old address on it. I called again around 5 or 6 pm to reaffirm that they have the correct address and I was reassured that my package would be rerouted to my correct address but it may take a day or so longer to get here. On 12/**, I checked the tracking of the package and saw that the packaged was delivered to the old address anyway on 12/** around 6pm. I called the company and made a complaint and asked why my package was delivered and not rerouted. I was then told (not at time of purchasing service) that rerouting a package is not guaranteed. I ranted on wanting to speak with someone who could answer my question of why my package was not rerouted. No one could or would answer that question. I have the email showing that they did not change the address for the reroute. They only said they could put in a request for *** to go back and pick up the package and they refunded me $15 for the reroute fee. I called many numbers trying to get an answer and I finally spoke to a Mr. M...ki (name omitted for protection). He said he would see what he could do and would call me back in two hours. In the meantime a request for a *** pickup went out. I called Mr. M....ki again on 12/** and again on 12/** and left messages for a return call. He finally returned my call on 12/** to tell me there was nothing more he could do. On 12/** I called *** for any information about the package pickup and they stated that the resident refused to return package. After that I called the Sheriff department for the area where package was delivered and explained issue and they told me that I can't be the one who initiate any action, it would have to be B&H Photo to do so. I called B&H Photo, spoke with customer service rep and told him the information. He tells me that they don't have a legal department and I would have to get the Sheriff dept. to call them, which is ridiculous. The Sheriff dept. is not going to call to initiate legal action in a civil case. I also asked for any more information about the original reroute issue so I could report the entire situation back to the sheriff dept. in hopes that maybe they will call B&H Photo. After about 45 - 50 minutes of talking and being put on hold a few times, I was finally told that there was no documentation or proof from their end that the reroute was issued. The customer service rep said that because of the holiday rush, the delivery department probably missed my reroute request.

Desired Settlement: I would like to have my money refunded. I was told that a refund will be given when the product is sent back. It is not being sent back and B&H Photo has not followed through to get it returned such as, if necessary, pursuing legal actions to get product back. Also based on what I was told by the customer service rep., B&H Photo failed to follow through on a service they provided, although they stand behind their statement that reroutes are not guaranteed. This should have been explained before the $15 transaction and I should not have been reassured of delivery after I called back, if there is no guarantee. I should not suffer the lost due to a company error. I have the email showing a new order number but with the old address. I was told by *** that reroutes occur many times and that it is not a problem if the shipper contacts them before delivery. BH Photo failed to do this. B&H Photo should pursue the resident at that old address to retrieve the product sent in error or pursue civil legal action.

Business Response:

January *, 2016

New York BBB complaint #********
B&H Web No: 1*********

We received this order on Dec **, 2015. During the order the customer confirmed the billing and shipping address we used. A copy of the order confirmation page we showed him is attached. We then sent an email titled, "Your B&H Order #********** Is Confirmed. Thank You!" That too included the bill-to and ship-to addresses and links he could have used to contact us to make any corrections. He did not, until Dec **, 2015.

The order was shipped on Dec **, 2015. At that time we sent another email this titled, "B&H Photo Order #********** Shipped" The address information was repeated and a *** package tracking number and tracking link were included. *** reports "Delivered On: Tuesday,  12/**/2015 at 5:38 P.M."

There are two issues with redirect requests. The first is that under the best of circumstances *** is not 100% reliable in making these adjustments no matter how amenable they are to receiving the instructions. The second it that ****** (which was used to pay for this transaction) has its own limits on how an order can be modified or edited once the customer has submitted it to us.

Despite this we advised the customer we would attempt to have the package rerouted. We regret this attempt was unsuccessful in spite of all our efforts. If the merchandise is returned to us we will refund the item's purchase price to the customer.

--
Henry P*****
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 must reject your resolution. First of all, even if I did call, you are stating that your company sold a service that you yourself say is not reliable. That is not a good business practice. If *** is unreliable then you should not use them or at least tell the customer. Second your customer service person assured me that a reroute would be done and it was not. If ***  is so unreliable then why did your representative do this. Third, you representative said himself that the company messed up when they forgot to do the reroute, so how do we know the reliability of ***  in this case? 

After reviewing the documents sent to me for my order, you make it seem that all I needed to do was just call and you guys could have done this sooner, but you still put the blame on ***, when the request never went in. Why was the request never submitted to ***? Why does the confirmation on the reroute still have my old address?

Your reply makes it seem if I was warned that I was warned of the unreliability of ***, and yet I was not. I was not told about the rerouting not being a guarantee until after I called and complained that your company failed to follow through on a paid service.

I do understand your statement that I could have looked at the prior emails, however when I put the order in I used my current address and I assumed that was enough so I had no need to look any further, not knowing that ****** would have it changed. That still does not explain why the request was not fulfilled.

 

 

 

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


Sincerely,

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




 

Business Response:

January *, 2016

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

Nothing the customer said alters the facts, which I relayed earlier.

--
Henry P*****
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:

 Why has the company not filed for legal action against the reciever. It is out of my hands and the company needs to contact the sheriff department in Campbell County VA. Admission  to not following through should merit some action. ***  will not make any more attempts since the refusal to return was made. 

 

 

 

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


Sincerely,

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




 

1/13/2016 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered a Christmas gift to be delivered to my daughter which I do not have contact with so I ordered an item over $400.00 which was delivered on time but I did contact the on line chat about having the package delivered with a required signature which I was told that every item of this value would have to be signed for to insure the package was delivered to my daughter. I received a tracking number and one I tracked the item to see if it was delivered I found that the package was left on the porch of the address where anyone could walk up and take the item. I contacted B&H over 10 times by phone and email asking them to verify the delivery was there by providing the home and cell phone for the address but they never would verify that my daughter received the gift. A simple phone call would verify the package but all they would say is that they were looking into the matter and would email me with an answer. Now after 10 days of asking customer service to help, I still have not heard anything from them.

Desired Settlement: I would like B&H to confirm that my daughter has received the item by giving her a call since I can not call and verify it myself.

Business Response:

December **, 2019

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

There are two issues here. one is that matter of a signature-on-delivery. We ship most orders with a signature-required code but once *** has the package for many it's at the discretion of the individual delivery driver. We cannot make the driver wait for a signature unless the order's value is thousands of dollars.

At the customer's request we made several attempts to speak by telephone with the addressee but on every occasion our call was unanswered. I tried again, moments ago and received an automated message that the mailbox was full so I could not leave a voice message.

I sympathize with the customer but I do not know how many more attempts are reasonable. I also do not believe this falls under the purview of the BBB in any way at all.

--
Henry P*****
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 asked before my package was shipped and was told that the item would be sent with a required signature before I ordered the item.   When any company claims to provide a service it should keep their promises made to the customer instead of laying the blame on the shipping carrier.  I have sent, requested items that required a signature that wasn't up into the thousands of dollars as you claim.  So I do not accept your passage of blame to the *** carrier as I know if an item is shipped with a required signature then *** would not leave a package without a signature, *** would return it to the nearest *** collection center and leave a notification on where the item is and where it could be signed for if the person isn't at home to sign for the package.    B&H can attempt to pass the blame but B&H should make sure to follow through with their promises or stop claiming that all of their packages are shipped with a required signature.  Maybe your company should inform their customer service and on-line chat employees that their packages are not shipped out with a required signature as they claim they are.  Since you can not verify that the item was accepted by the person it was sent to, I will have to continue to file a claim with ****** as an item not received.  Any chance I have to let people know of your false claims I will provide the information of false information on shipping.  You have lost my business. 

 

 

 

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


Sincerely,

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




 

Business Response:

December **, 2019

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

As I said earlier, once *** has the package, the terms of delivery are at their discretion. If this customer wants to know whether or not the recipient received the package, the customer has as much ability to pick up the telephone and ask as we do. It is apparent this is a domestic dispute, and entirely unrelated to our fulfillment of this transaction.

--
Henry P*****
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 guess you didn't see the chat that I included?   As far as I am concerned the package hasn't been delivered to the correct person.  Just because *** states it was delivered doesn't mean it was left at the correct address either.  I have had several packages left at neighbors houses.  My dispute is that your company told me one thing to get me to purchase the item then did the opposite and that holds you responsible for the package.   

Check out the next to last line from your on-line chat agent.   Now tell me that you don't ever say that all packages will be shipped requiring a signature.

I have contacted ****** and have opened up a dispute with them too.  When you or if you care enough to verify the deliver of the package all will be solved.

 

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

 

 

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


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




 

1/13/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I received order confirmation from B&H which says "backordered" although they promised expedited shipping on their website. B&H charged my ****** account long before item is shipped. Secondary they should warn me before I placed an order that item is on backorder, so I would buy it from somewhere else. I still want the item, but it has to be delivered on time as promised with expedited shipping within 3 business days. I called the customer service and they said the ETA is 10 days before they can ship the order, but my ****** account is already billed. This is bad practice and the reason for my complaint

Desired Settlement: Get my ****** account credited until item is actually shipped and provide me with confirmation/tracking information.

Business Response:

January ** 2016

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

I think it is a bit ironic that we received this order today at 12:17pm EST and the email I received from the BBB letting me know about this complaint is dated today at 3:02pm EST. Here's a customer who doesn't waste any time at all.

The fact is (as you can see from the attached screenshots captured while this customer was placing this order) the ordered item was clearly and unambiguously marked:

Back-ordered
Ship Time: Not available
Online Only
Expected availability: January ** 2016

The customer's complaint is without merit. If the customer wants to cancel this order we will do so and issue a refund. He should contact ************** if that is his preference.

--
Henry P*****
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:

There was nothing about backorder on the web site at time of my order, I called the customer service after I received email and discover the item is on backorder and anyways you should not take my money before you ready to ship the item. I insist the complaint still in force, please get the order delivered to me ASAP - this may resolve the issue. Thanks for reply.

 

 

 

 

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


Sincerely,

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




 

Business Response:

January **, 2016

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

As I said before, I thought it ironic he customer's original complaint to the BBB was submitted one day after the order was placed.When it was placed we advised, "This item is backordered by the manufacturer. Order now and we'll deliver when available."

It's doubly ironic to receive this additional complaint when the customer's order has since been shipped. At this moment *** reports:

I presume this matter is now closed.

--
Henry P*****
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. I have received the item , so no more reason to complain, please close the complaint.

Sincerely,

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


 

1/12/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: i ask the refund for a smartphone that is defective, i shipped back the phone following the instruction received by B&H. the item has been lost and B&H refuse to refund me and i can't open a complaint with *** because the shipping label has been issued by B&H. conclusion i am without phone and money

Desired Settlement: i need to be refund because i receive a defective smartphone lost by *** that will refund B&H

Business Response:

January *, 2016

New York BBB complaint #********
B&H customer code ********

When the customer placed his orders he provided billing and shipping addresses in Florida. When he inquired about returning an item, we had no reason to believe any part of this transaction would take place anywhere else so we issued return authorization and a USA-only pre-paid *** return label. The customer then attempted to use that USA-only label to return the product from Italy. Despite the futility of doing so we asked *** for any assistance they could offer. AT present, the status is:

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

If the product is returned to us a refund will be issued to the customer.


--
Henry P*****
B&H Photo-Video

1/12/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I bough a Galaxy S4 unlocked on 1/**/2015 with a year warranty. The phone is broken and does not turn on and/or is difficult to turn on - the button appears to be defective. I was told that it would take 6 weeks for the phone to be repaired - not counting shipping times. This is totally ridiculous and not acceptable being without a phone for that long a period to time.

Desired Settlement: Repair the phone in a reasonable time frame - 1-2 weeks or sent me a replacement phone under the warranty.

Business Response:

January *, 2016

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

It would be in the customer's best interest to email ************** and inquire about having the phone replaced.

--
Henry P*****
B&H Photo-Video


1/7/2016 Advertising/Sales Issues
12/30/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a laptop 2 weeks ago. I tried to file an online form, but it is not working, their system is down apparently. I also had to wait on the phone like, until finally someone picked up from customer service. I told them that I wanted to return the product and they told me that I cannot return it and refuses to accept the return. The product is still in new condition, we never used it, we just don't like the product and decided to buy Macbook Air instead of Macbook Pro, I even offered an exchange, but they blindly refuse to provide the return information. We would like to return and get our money back!!!

Desired Settlement: Refund

Business Response:

December *, 2015

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

Our return policy is on our site and printed on the invoice included with the merchandise. It says, "Final Sale & Nonreturnable Items ... Unwrapped/opened computers and computer software." However, in consideration of the customer's distress we are willing to issue return authorization for this computer with no restock fee for store credit, not a refund.

Return authorization # ********* and a pre-addressed *** return label have been emailed already.

--
Henry P*****
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 would like to return it for a refund, I already told you that. The computer is new, there is no reason for you to refuse the return. Plus the most recent email from your customer service department is stating that I will be receiving a refund. Please see a opy below. You mention that you sent a prepaid return shipping label, but I have not received it yet. Please provide the time when you sent it. The only thing I received today is this email (text only, no label) at 9:35 AM, but I don't need the label, I can send it myself, please confirm I will be getting a refund. Copy of today's email is below:

Hello ****, my name is Nick W:
 
I am so sorry to hear of your dissatisfaction.


Our website does note that we do not accept computers back once they have been opened. I am sorry if you are not pleased with this policy, but as a retailer we do reserve the right to make our own policies for returns.


However, we also have the right to make exceptions to those policies every now and again, which is why I have just sent you a Return Authorization (RMA) for a refund.

Happy Holidays,


Nick W
B&H Photo Video and Pro Audio

The Professional's Source.
E-Mail Customer Service Department
***************************

 

 

 

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 did not receive a prepaid return shipping label like I was told. However, I will ship it myself tomorrow. I expect a full refund once the product is returned. I can provide the tracking number tomorrow if needed.

 

 

 

 

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


Sincerely,

**** *******




 

Business Response:

December **, 2015

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

When we receive and have processed the returned merchandise a refund will be issued for the purchase price of the merchandise.

--
Henry P*****
B&H Photo-Video

12/29/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Blu cell phone from the company B&H photo. The phones are unlocked n said to be compatible with any network. This has been working for me. The problem im having even after conversions via email with the company i have had to return the phones for a replacement because the phones would malfunction. I first called my carrier to see if they could resolve my issue only to be told that i had to get a replacement phone. I didnt try to get a different phone just wanted thesame phone and one that didnt freeze or stop recognizing my aim card. I have had to return a couple phones to this company. Just this last time i had to return anpther phone and because at the time it was unknown to me that they discontinued the phone i had. The company had not informed me of this after i had returned the phone to the company. They asked me what i wanted to do and they apologized for the trouble. I hadnt received an email from them when i returned this last phone so i reached out to them. They said they sent an email to me but i never received it. We then communicated. The company and i agreed on a similar model of the previous phone. Before accepting i wanted to make sure that i had the exact agreement i had with the last phone. They sent me an email agreeing to the exact same of 30 day return if i didnt want the phone and a 1 year warranty if i needed a replacement. It was thwn that i accepted and was sent the phone. Now im having a freezing and some other malfunctions with the the phone they sent. The company now doesnt want to honor there word. They say sorry for the confusion but i also have a warranty with the manufacturer. I said well also doesnt exclude the company and tgis is not what was agreed to before me accepting the phone. I told them i will be filing a formal complaint and they had several people send me emails saying they are sorry for tge confusion. The last email said that ive returned each device they sent out. I dont feel this is my fault if tge device has malfunction. There has never been any damage to the phonea on my part. They became upset with me when i went back and forth trying to resolve this they became upset and then began to tell me how i returned my devices which was ultimately two exchanges i believe was two exchanges and tgis would have been tge third if im not mistaken. Also in this email they have blocked me from purchasing anything from there site. They are just now complaining that i returned my defective product a month later after they sent me they label. I admit i did however that was due to my health. Yet no matter when i returned the devices they did accept them and sent me out a new device. Now they dont care to do it again. Im not looking for a different phone i just want a replacement nothing more.

Desired Settlement: Just to replace my device and keep there word.

Business Response:

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

On Dec *, 2014 the customer ordered a Blu Studio D650A-Black phone from us. It was delivered Dec *, 2014. As with all our products it was covered by our 30-day return policy. It was also covered by a Limited 1-Year Manufacturer Warranty. On Jan **, 2015 we issued return authorization ********* at the customer's request when the customer alleged it was defective. We received the customer's return June *, 2015. That represents a delay of almost six (6) months.

On June *, 2015 under ********* an order for a  Blu Studio D651U-Black was processed and shipped. It was delivered to the customer June *, 2015. On June **, 2015 after the customer reported this too was defective we issued return authorization *********. We received the customer's return Oct *, 2015. That represents a delay of four (4) months.

On Oct **, 2015 we processed an order for a BLU Studio ** ***** *** Smartphone. It was delivered Oct **, 2015. Two months later, on Dec **, 2015 the customer advised that this third phone was also defective. Our return policy time period for this transaction has expired. The phone is covered by a Limited 1-Year Manufacturer Warranty and the customer's recourse now is via that warranty. We will not accept a return on this device for refund or store credit. The customer's purchase-and-return pattern is abusive, especially when the length of time between our issuing return authorization and the return of the first two phones is taken into account. The customer is blocked from future purchases here.

--
Henry P*****
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 left out what i made sure was the situation was with the phone before allowing the company to send me the ladt phone. They are refusing to honor what they said and think its suppose to be all well with sorry for the confusion. There response is to block me from purchasing anything from the company. Its not my fault that before contacting them i have tried to resolve the issues with the phone through the carrier only to be told by my carrier that i have to go back to the company from which i got the phone. 

 

 

 

 

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


Sincerely,

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




 

Business Response:

December **, 2015

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

I have nothing to add to my reply of December **, 2015. The situation is unchanged.

--
Henry P*****
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 b

My position has not n will not change either.

 

 

 

 

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


Sincerely,

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




 

12/16/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered 2 products on the same order #********** *********** * ******* ***** DC HSM Art Lens for Canon ************ * * Speed Booster Ultra 0.71x Adapter for Canon Full-Frame EF- The Speed booster came damaged. Although during the physical inspection of the product no damage was seen. Being a pro video guy I always look over the equipment we purchase. When we attached the lens we also purchased at the same time, a stuck contact pen in the speed booster damaged the lens as well as bending the pin in the speed booster. I contacted B&H and the said they would only replace the damaged speed booster and not the damaged lens saying that it was collateral damage.

Desired Settlement: I would like to have the lens replaced with a new lens.

Business Response:

December **, 2015

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

We have emailed return authorization ********* with a pre-paid *** return label so the customer can exchange the Sigma 18-35mm F1.8 DC HSM lens. When we have received and process the return we will send a replacement.

--
Henry P*****
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,

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



 

12/15/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: ****** ******** ****** ** ************ ** * **** *** **** ***** *** ***** ** ***** Dear Ladies and Gentlemen On september ****, 2015 I placed an order to B & H Photo Video, *** ****** **** *** ***** ** *****. The shipping adress I wrote on their internet order form Richard Narcisse c/o Jacqueline Jourdain 205 - 26 116 Rd St Albans New York 11412 The shipping date was scheduled for October ***. Noticing that order never reached the above place, my surprise was when I discovered B & H did a mistake when they rearrange the adress in this form RICHARD NARCISSE JCQUELINE JOURDAIN 205-25 116 SAINT ALBANS SAINT ALBANS, NY 11412 3474888212 At first I thought I was the one mistaken but when I go back to my notes I remarked that they are the one who transform what was written. On Tuesday November 05th I call them to notify them that the order has never been delivered neither on both adresses their answer was declining all responsabilities I called *** in reference to the tracking #****************** ******************* ******************* The answer was yes it has been delivered on October *** around 11:30 AM, Now first quetion was How did they deliver the merchandise if there is nobody living in that house under the name of ******* ******** nor ********** ******** and neither with that phone number? the answer was they dropped them at the back door of the 205 - 25 house, but wait a minute! Through B & H I didn't pay *** to deliver to a house but to somebody living in an adress, if the adressee is not present the *** agent have the obligation to return with that order undelivered to the *** central dispatcher Whatever you could do for me to recuperate the merchandise would be greatly appreciated I realy count on You Hope to read from you soon Best regard

Desired Settlement: I want th mercandise to be delivered to: ******* ******** *** ********** ******** *** * ** *** ** ** ****** *** **** *****

Business Response:

November **, 2015

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

Attached is the screenshot of the final order confirmation page we showed the customer when the order was placed. By agreeing to this information he confirmed the order. After this we emailed order confirmation with the same information. Had there been an error he had ample time to contact us to correct it. Our shipping documents show it was sent to the shipping address indicated.

The order was shipped October *, 2015.*** reports delivery was October *, 2015.

The first after-sale entry on our customer service log for this transaction is dated Nov *, 2015, a month later. We cannot now retrieve this merchandise.

--
Henry P*****
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 am not discussing a shipping here my complaints are about delivery negligence. According to Merchandise Delivery  Rules,*** should not deliver those packages because:

1.- When the names and telephone number and the address do not match, no delivery is possible

2.- When  contacted,our neighbors in the *** **  *** ** denied receiving anything from B & H delivered by ***

B & H is the shipper and  the  one abilited to ask *** to find the boxes. The last line of the email from *** limited me from contacting them directly and make B & H the shipper, responsible to contact them and ask them to find the boxes and deliver them to ******* ******** ** ********** ********  @ *** *** **  *** ** ** ****** where evrything match

Delivered REAR DOOR means that nobody signed upon receiving, this is IRRESPONSIBLE. This is fooling around with customers' money, time and business

3.- They are not paid to drop merchandises at the front or back doors, they are paid to hand over to a physical person with a name living in an address 

As you may notice I did contacted *** and their answer is below:

According the the email from ***, B & H supposed to receive an answer as a result of that investigation already. " what was that answer " we are on the **** day, still no answer

Response By ***** ( Julio C******* ) ( 11/**/2015 01:45 PM ) U.S. Eastern Standard Time (US EST)
**** ********* ***** *** *** ******* ** **** **** ******** ********* *** ******** ** **** ******* *** * ** ***** ** **** ** *** *** ********* * **** ******* *** ****** ** **** ******** ** *** ******** ******* *** ******* ******** **** **** ******* *** ********* ** ********* ** ***** ****** ** ***** ** ******** ** ****** **** ******** *** ******** ** *** ********* ********* **** ****  ** *** ******* *** *** ********* ** ************* ** ******** ** ******* ******** **** ********* ****** ******* *** ****** *** ******* ********* ** **** ****** ** ****** ******** ********* **** **** *** ******** **** ****  **********

Julio C.
*** Customer Support
* ** *** *** *******  

 

 


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:

The fact is that *** said that I am not the shipper, B&H has to take the responsability for that. In fact B&H should have *** paying for the merchandise.why B&H doesn't legally, I mean in writting, transfer his middle man position to BBB or me direcly  

 

 

 

 

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


Sincerely,

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




 

Business Response:

December **, 2015

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

Nothing in the customer's latest comment alters the facts which have already been reviewed and related in detail. I have nothing further to add.

--
Henry P*****
B&H Photo-Video

 

12/12/2015 Problems with Product/Service | Complaint Details Unavailable
11/12/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: My issue is with a faulty laptop purchased from B&H, it is a **** laptop I have purchased the laptop through B&H Video online website. It was shipped through *** on **** March 2015 and I delivered on **** March 2015. The computer started to do strange shutting off soon after, but it started to be bad and annoying a bit later. I have contacted B&H Video on *** July 2015. B&H Video said that it is too late for their policy to exchange it for a new laptop, and told me to contact directly the manufacturer: I have contacted **** the same day (*** July 2015) and since then I am still trying to solve the issue. Issue is: - USB slots are not working properly. When I have some USB port attached to my laptop it randomly detaches itself and attaches. - Laptop is having a hibernating problem. When I hibernate it or the laptop is out of battery and I am charging it, it is not available to be switched back on. - Touchpad software is not installed and I cannot change sensitivity or anything else regarding my Touchpad. I was patient for all the time, but it reached the point when I am not happy to be a customer of **** or B&H anymore and I am very frustrated. I have faulty computer and I feel the only rights I can receive is from Better Business Bureau. I am now back in the US for a short term period and requested that B&H deal with **** to resolve my problem they take 7 days to answer an email and it is basically a robotic generated email return not attempting to resolve my issues with B&H and ****. Hopefully this email reaches someone in **** or B&H that actually has a sliver of customer service ability and can fix my issue. Sold a faulty computer and no one can fix it or replace it.

Desired Settlement: I would like my laptop repaired or replaced. I do not want to have to talk to **** any further on this matter as they are impossible to deal with. I want B&H to actually look after their customer and fix the problem. If the laptop can not be repaired I want it replaced.

Business Response: October **, 2015

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

The customer purchased a **** laptop form us on March **, 2015. Our return policy is 30-days after which the customer is encouraged to obtain warranty service from the manufacturer, **** in this instance, if necessary. Our customer service log for this transaction includes numerous entries documenting conversations with the customer and with ****, each an effort to help the customer resolve claims and have this matter resolved. Among the customer's requests to **** were that **** send a tech support person to Europe, give her an extended warranty at no charge, and give her a copy of Microsoft Office for free. **** has offered to put the customer in contact with a tech support person any time the customer is in the USA, but they reasonably declined her other demands which they characterized as "unreasonable."

--
Henry P*****
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

Factually incorrect response. We contacted **** originally, sent them the computer to be repaired, they lost it and took 5 weeks to return it to me. Then they sent a tech support person out who could not fix it and in fact damaged the laptop further at this point we requested whether there would be a tech support person available in Europe as we were headed there for 6 weeks. We never requested that they send a tech support person and these kind of lies are typical of the level of customer service we have received. I have simply requested that B&H deal with **** to fix our issue. A replacement computer would be the best and easiest way to solve this problem. After months of **** and B&H failing to fix the problem I suggested that they might want to upgrade us with a software package for the 100+ hours I have spent on emails and phone calls trying to just get this issue fixed. How is it unreasonable to want the product that I purchased from B&H to not be faulty? I will not return the laptop to **** again because they lost it last time and I can not go without a computer for another potential 5 weeks. I will request again that B&H call **** and organize a service technician to come out and fix my laptop, if it is not fixable then they must replace it. Yes I understand that B&H has a 30 day return policy but it is basic customer service to assist me with getting a replacement or getting my computer fixed. I note that neither **** or B&H has stated that my laptop is not faulty. Just that it is to difficult to fix? Is it so unreasonable to want my laptop to work properly. Is it unreasonable to request the retailer to assist me with getting the problem fixed. **** are impossible to deal with and have failed to fix the laptop on 2 occasions. It would just make sense to replace it with a working laptop and I expect B&H to go to bat for us on this one as their customer. As a side note every time I have contacted B&H or **** on this matter I have had to deal with a different customer service rep who has no idea of the history of this problem. It is very easy for a retailer to hide behind a warranty policy and blame **** but they stock their products and should stand behind their service. Besides this I have contacted **** recently again and they just closed my case which would mean me spending another 50 hours filing a claim. Sincerely, one very frustrated and not unreasonable customer.

 

 

 

 

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


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



 

Business Response:

November *, 2015

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

The customer purchased a **** laptop form us on March **, 2015.The transaction history has already been reviewed. The customer is not eligible to return the computer for refund or exchange. Despite the customer's dissatisfaction, the facts have not changed. This matter now resides entirely between the customer and ****.

--
Henry P*****
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 is for everybody to see how B&H Customer Service works. Hands off. You help yourself! They are not willing and nit going to help you if you buy a faulty thing.

 

 

 

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


Sincerely,

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



 

11/11/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I've bought an ***** Care Protection Plan at the NYC B&H Photo Video Store, on 11/**/2014. At the time of the bought, they told me that this ***** Care Plan was an Auto Enroll plan. They told me that, automatically, my ***** care protection plan would be added to the serial number of my MacBook Pro. So, when buying, they don't delivered me any box, card, or physical item. Today I've tried to check my protection plan with ***** and I discovered that the plan was not automatically added/registered with *****. Then I've tried to contact B&H Photo video, to try to resolve this. First they told me that this plan is Auto Enroll, and that I could check it at *****. I did the double check and, again, I saw that my plan was not registered with *****. Then I've contacted B&H Photo Video again and several times. Now they are saying to me that the ***** Care Protection Plan that I've bought is not an Auto Enroll plan. That the Plan I've bought should come in a box, it's a physical item. Inside the box should have a serial number that I should register with *****. But, when buying, they did not delivered any box to me. So, now, I'm very frustrated with this and I would like to cancel this buying and get the refund of the ***** Care Protection Plan that they sold to me, but they did not delivered!

Desired Settlement: I would like that the Store cancel this ***** Care Protection Plan that they sold to me and refund me. They did not delivered any box to me at the time of buying, and told me that they would not give any box because it was an auto enroll thing.

Business Response:

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

BBB complaint #********
B&H ********* dated 11/**/14

This customer purchased numerous items in our store on Nov **, 2014, a year ago. One item was the boxed product *****Care Protection Plan Extension for 15" & 17" MacBook Pro & 15" MacBook Pro with Retina Display (2-Year Extension) - B&H # ********* *** * *********. It is featured on our website at ************************************************** The product illustration there shows a boxed product the contents of which include the protection plan and instructions showing how the customer should register it with *****. We regret the customer overlooked this and failed to complete the registration process.

We do carry *****Care plans with an auto-registration feature. For those, our product description says, "Your Mac Pro is automatically registered with *****Care." The product the customer purchased and received does not include this feature.

 

We cannot now cancel this transaction and will not issue a refund or store credit.

--
Henry P*****
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 insists to say that I received a box with the ***** Care Protection Plan. But this is not true.
So much not true that when I did first time contact B&H, they told me that my plan was automatically registered.

I did not "overlooked" this. B&H cheated me. Told me that this would be an automatic register, and did not delivered anything.

B & H should recognize the error and refund me.

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 Photo Video is not trying to resolve my complaint. Lamentable. 

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


Sincerely,

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




 

Business Response:

November *, 2015

BBB complaint #********
B&H ********* dated 11/**/14

The situation is unchanged. We will not issue a refund or store credit. I have nothing new to add.

--
Henry P*****
B&H Photo-Video


9/21/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a 50" 4K Vizio TV online with B&H. Inspected box and contents as suggested after shipping. Didn't notice the many micro cracks visible when powered on. B&H refused a refund or exchange claiming that my pictures of the screen and box indentation are inconsistent, suggesting it was damaged in another fashion. B &H also says all damages needed to be claimed within the first 24-48 hours of arrival. I was never instructed to power it on, just to inspect. There wasn't any shards of broken screen to suggest a problem. I paid $748 for a broken TV that I received on 9/* and attempted to use on 9/**. NO exchange or refund!!!!

Desired Settlement: I want B&H to honor their merchandise. This was the most money I have ever spent on a TV. I can't shrug this off as a bad experience. Refund my purchase. I would be satisfied with an exchange but am very apprehensive of a reoccurrence.

Business Response: September **, 2015

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

The customer has emailed details of this complaint to me and I am reviewing it with our customer service director. We will reply to the customer directly, via email, when the review is complete.

--
Henry P*****
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,
**** *********



 

9/9/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I placed a order recently for the NUMARK PT01USB PORTABLE TURNTABLE. # 1035348799 B&H# NUPT01RS MFR# PT01RS They tell me is an error on their web site this is in not a turntable this is a replacement part for a turntable. They have canceled this item for mi order, and offered to buy the rticle NUMARK PT-01USB PORTABLE DJ TURNTABLE, B&H # PT01USB MFR # PT-01USB which cost $94.99.

Desired Settlement: I want my Numark PT01 USB Portable Turntable for the original price in the site $ 12.00 plus shipment.

Business Response: September *, 2015

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

On August **, 2015 the customer placed an order for one NUPT01RS for $12.00, which was apparently inadvertently mis-identified on our site as being a Numark PT01USB turntable. In fact the NUPT01RS is a Numark stylus for the turntable. The turntable is our NUPT01USB and the retail price today is 94.99.

We will not sell a 95.00 turntable for 12.00. Our site includes the disclaimer, "Prices, specifications, and images are subject to change without notice.
Not responsible for typographical or illustrative errors.
" In addition, this represents a case of the equitable doctrine of unilateral mistakes. When online retailers make honest, good-faith pricing mistakes that result in huge losses to the benefit of opportunistic online shoppers, the mistake could be grounds for rescinding the unfavorable contract under the doctrine of unilateral mistake. 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.

--
Henry P*****
B&H Photo-Video

9/3/2015 Guarantee/Warranty Issues | Complaint Details Unavailable
9/2/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On several incidents, the merchandises I had purchased from B&H Photo arrived in used condition with signs of previous handling. The product packaging was worn and damaged with some smudges and torn packing material. When contacted regarding those conditions, I've received a responses from ***** ******, the director of communication at B & H Photo, stating that there is no state law or any kind any where prohibiting his company from reselling customer returned merchandise as similarly practiced in apparel stores.

Desired Settlement: B&H Photo should clearly state and disclose the condition of their merchandise. Open box items or returned items should be clearly indicated and the price marked down accordingly. I would like 15% deducted from the amount I had paid for the item: B&H# *********** in order #**********.

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

The customer purchased a NID33001855B = Nikon D3300 DSLR Camera with 18-55mm Lens and a *********** = Nikon AF-S DX NIKKOR 18-140mm f/3.5-5.6G ED VR Lens.

We record serial numbers for products we sell based on bar codes attached to the product box by the manufacturer or authorized US distributor. For this purchase the serial numbers recorded were ******** for the camera kit and ******** for the 18-140 lens. The camera kit was never previously sold ansd returned and was shipped to the customer brand new as we received it from Nikon USA.

I cannot be as definitive about the provenance of the 18-140mm lens. The customer's options include:

 - Return it and we will ship another when we receive his return.
 - Return it and we will issue a refund when we receive it.
 - Accept a gift card in the amount of $50.00 and keep the lens as is.

The customer has my email address and may reply to me directly.

The customer wrote that via email I said, "...no state law or any kind any where prohibiting his company from reselling customer returned merchandise." There is no law in NY state (or in any other of which we are aware) which specifically prohibits a retailer from selling as new merchandise which has been previously sold and returned and is in as-new condition.

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

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and accept the third option offered by the business to receive the $50 gift credit.  That resolution will be satisfactory and the matter will be resolved.

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:

Business is refusing my return/refund request for purchased item that was not as described.

Desired Outcome: Full refund

 

 

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


Sincerely,

*** ****




 

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

On February *, 2015 I said among the customer's options was this:
Accept a gift card in the amount of $50.00 and keep the lens as is.

The customer replied, "I have reviewed the response made by the business in reference to complaint ID ********, and accept the third option offered by the business to receive the $50 gift credit.  That resolution will be satisfactory and the matter will be resolved."

On 3/*/15 at the customer's request we created return authorization ********* for the Nikon 18-140mm f/3.5-5.6G DX ED VR lens. After we received and evaluated the return a refund was sent to the customer in the form of an electronic gift card.

From February 2015 to today is six months. I do not know why this has bee resurrected after so much time has elapsed.

--
Henry P*****
B&H Photo-Video

8/28/2015 Billing/Collection Issues
8/28/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: *********** **** refuses to give me a refund despite selling me a laptop I can confirm and prove has not worked properly since buying it new and out-of-the-box from them in April. I spent $2089.97 buying an **** G751JT new in April 2015. Out of the box the screen had air bubble on it. B&H refused to take it back since I accidentally scratched the outside of the laptop. I sent it into **** and they replaced it. **** also refused refund. Then I get the laptop back from **** and then Num Lk key stopped working. I sent it to **** again for fixing. I get it back and then my video editing program Pinnacle Studio stops working properly. This is nonsense since I consulted with B&H staff prior to buying this laptop and it is what they recommended to me. While using that program, audio would not work on any other program such as Windows Media Player or video on any web browser. **** insists it's ********** fault even though it worked fine before the first two times I sent it to them for fixing. Ok, so I accept I have to live with that nonsense. Then the laptop stopped working (as I see happened to other users here). The BIOS screen would come on with no way to get it to work properly. I hope by educating consumer blogs and also writing the BBB of New York and the Department of Consumer Affairs of NY that both **** and B&H will do the ethical thing and refund me and apologize for selling me a malfunctioning laptop that has cost me 4 months of productivity as a YouTuber.

Desired Settlement: I wish for B&H to own up to selling me a malfunctioning laptop and give me a refund if it requires warranty service again since it will prove **** is incompetent in warranty repair. B&H should no in-effect steal from me by selling me a malfunctioning laptop.

Business Response: August **, 2015

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

This customer purchased an **** G751JT-DH72 laptop (B&H # ************) and a Squaretrade RD-CN1999N3A 3-year extended service agreement (B&H # ***********) on April **, 2015. It was shipped April **, 2015 and per *** delivered April **, 2015.

B&H's return policy says, "No Return/Exchange on the following:...Computers and Computer Software, once any of the manufacturer's packaging has been opened...Defective items may be repaired, exchanged or refunded at our discretion for the same model or manufacturer's equivalent model."

The customer attempted to return the computer to us but because he had damaged it, it was ineligible for return or exchange. The customer has been directed to **** USA warranty service and Squaretrade repeatedly. We have communicated with the customer via ******* and other social media platforms of his choosing where he initiated communication, and via email. He remains eligible for **** warranty service and *********** informed me, via email, their resolution team is working with him.

We will not issue a refund or store credit. we will not accept this laptop back for return or refund or exchange. The customer's recourse is warranty service from **** USA or assistance from ***********.

--
Henry P*****
B&H Photo-Video

8/27/2015 Problems with Product/Service
8/27/2015 Guarantee/Warranty Issues
8/17/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: it started when i purchased a walkera tali h500 aerial drone last april ** 2015 order no ********* it came to me incomplete so i called them up and told them about the issue in my order and since then exchanges upon exchanges have issues and problems but the last one was the worst it was sent to me last july ** 2015 order no ********* it came incomplete it didnt have the devo f12e remote the camera gimbal and the battery...i still tried the unit if its working or not so i binded it with my other remote and borrowed battery from a friend but to no surprise its again defective it took off automatically but before it reached the hovering level the unit just went down so i called them regarding the problem but they decided not to deal with it instead they pointed me to walkera company which was based on china i tried contacting them through emails and tried calling them several times but still no response regarding my issues so i tried bandhphoto again if they could help me but they just told me to contact the manufacturer and i told them that i tried sending the manufacturer 50 emails tried calling them 20 times but still the same result no replies coming from manufacturer so i asked them if theres a way they could help me because as of this moment i have an aerial drone that is defective and incomplete and a 1399.00 worth of paperweight a drone that really dont fly that i havent enjoyed since its always in transition going back to them and them sending me defective replacement or incomplete items as a replacement its not my problem that they keep sending me these kind of replacements its their issues...i only wanted a functional complete working unit but they wont give it to me...but then again they pointed me to manufacturer that doesnt reply to any inquiries...and told them that i read about their return and exchange policies that in the event of receiving a defective merchandise bandh at their discretion will either repair replace or refund for the same model or equivalent theres nothing there that says i can only have these many returns and bandh wont be of any help no more...

Desired Settlement: its either they replace it with a complete functional working unit that they have tested before they shipped it to me or replace it with a comparable drone that wont give me this kind of issues or just have it refunded as a store credit that i can use in the future...

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

B&H Photo issued return authorization # ********* on August *, 2015. With it we sent a pre-paid *** return label. As soon as we receive and process the return a refund will be issued. *** reports they have not yet received the customer's package.

--
Henry P*****
B&H Photo-Video

8/14/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: For my order #**********, I ordered a large television. I got the television and it was in very poor condition. I scheduled a pick up for it to go back to B&H through ABF shipping, and ABF even confirmed twice that they not only sent it back to B&H but B&H received it. Now, when I ask for a refund they respond by asking me more questions about where I left it to be picked up, etc. It even got so bad I sent the manager of B&H a video surveillance of me meeting the ABF people to have the people send it back. Now ABF and B&H are both giving me the run around and I don't know why. This website seems like a scam and I am at my wits end!

Desired Settlement: I just want to be refunded for the tv so I can buy a new one, that's all. I don't want them to send me another.

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

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

We have not yet received the product the customer says has been returned to us. We cannot verify which shipper has it and cannot verify a shipper's package tracking number so we cannot trace the package in transit. We will process the customer's refund when we have received and processed the return.

R&L Trucking has no record of picking up any package from this customer. ABF, the shipper which delivered this package to the customer, cannot yet confirm they received this from the customer. It is not here.

--
Henry P*****
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]

 That is false. I've given confirmation and even spoke with someone there who said they got my product. 

 

 

 

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


Sincerely,

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




 

Business Response:

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

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

If the customer has proof, he's welcome to email it to me - *********************. At this moment we do not have the returned merchandise and until we do, no refund will be issued.

--
Henry P*****
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,

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



 

8/13/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a used "SAMSUNG 45/1.8 LENS" from **************** on 7/**/2015 and received it on 7/**/2015. I tested and found that the lens is defective, it doesn't focus correctly when set to infinity. I contacted B&H and they issued an RMA. I shipped the item back and it was delivered to B&H on 8/*/2015 (tracking ******************). B&H has a return policy of 30-days from purchase date, and no restocking fee will be charged if the item is returned back in the same condition that it was received. I returned the item back well within 1 day of receiving it, and in the exact same condition they they had sent it to me. However, B&H has charged me a 15% restocking fee of $29.24 on this transaction, with no good explanation of the reason why this return should be subject to a restocking fee. The lens they sent to me was from their used dept, and it was defective, and hence they should issue a full refund.

Desired Settlement: B&H should issue a full refund and apologize for their violation of their own return policies.

Business Response: August **, 2015

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

The customer purchased a used Samsung 45/1.8 lens from us. It was sent to him with no shipping fee and when he requested return authorization, claiming it was defective, we included a pre-paid *** return label. B&H paid for his shipping both ways.

When we received the return, the lens was carefully inspected and tested. It is not at all defective and in fact it is in perfect working condition. A reasonable and appropriate restocking fee was applied. In then reviewing the customer's overall shopping history under customer code ********, we found the following:

 - Orders           14     $6611.94
 - Returns           9     $5878.53

This rate of return is excessive, bordering on abuse of our generous return policy. Nevertheless under B&H *********, dated 8/**/15 the amount withheld as a restock fee is also being refunded.

--
Henry P*****
B&H Photo-Video

Consumer Response: Better Business Bureau:

The item returned was defective. Their technician who tested the item never spoke to me directly, so I can't say whether the technician tested the specific defect that I had pointed out. They forgot to mention other $8000 worth of stuff that I have bought from them in past few years, and only identified the orders where there's been a return. Nonetheless, since they agreed to refund the amount, I'd like to close the complaint ID ******** and never do business with them again.

Sincerely,

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



 

7/27/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a *** Phantom 3 on June **** 2015. During a flight on July *** 2015, it malfunctioned in flight and crashed. It was lightly damaged in the incident. I spoke with B&H customer service who forwarded me to tech support to determine if an RMA could be issued for an exchange. This was within my 30 return/exchange window. On July *** 2015, my RMA was issued as the tech determined the unit to be defective as I performed all necessary steps. On July **** 2015 I received an email stating the item had been received and it could be up to 3 days for the exchange to be processed. I called customer service July **** 2015 to inquire about the status of the exchange and was told that flight data needed to be sent to and reviewed by *** to determine if an exchange could be made. This is not stated anywhere in the return policy, nor was I made aware of this before sending the item. However, I tried to accept that as the CS rep seemed genuinely concerned and assured me it would be taken care of by mid-week. Thursday July **** I was told the flight data had not actually been sent to *** due to technical issues, and it would be sent that afternoon. I have a voice mail stating that it should only take a day or two (Friday July **** or Monday July **** 2015) to get a response from ***. At this point, I’m extremely unhappy with this situation. I called B&H back and requested my RMA be changed from an exchange to a return. No updates on July **, or ****. On July ****, I called CS and was told *** determined that I was in full control at the time of the incident and a refund would not be authorized.

Desired Settlement: I wish to be reimbursed for the full purchase price plus shipping for the faulty item.

Business Response: July **, 2015


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

The customer purchased a DJP3P =  *** Phantom 3 Professional Quadcopter with 4K Camera and 3-Axis Gimbal on 6/**/15. It was shipped the same day and *** reports it was delivered on 6/**/15.

On 7/**/15 the customer informed us he'd experienced a crash. We issued and emailed return authorization***-***-****on 7/**/15.

Per the manufacturer's policy we sent them flight data from the unit shipped back to us. On 7/**/15, *** advised us (case number *********) that the flight date showed the customer had full control of the copter when it crashed. There was no compass or GPS error and the unit was functioning properly.

Since the manufacturer has determined this was user error, the damage is not covered by the manufacturer's warranty and user error excludes this from our return policy. No refund will be issued. The copter, as we received it, is being returned to the customer.

--
Henry P*****
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 requested an RMA, B&H's tech support rep questioned me about the incident, ultimately coming the the conclusion that I had performed the necessary steps and this was NOT user error.  I was to send the quad in for a replacement.  There was no mention of having a third party (***) involved.  Furthermore, how is analyzing the flight data going to rule out a malfunction with the controller?  Perhaps the unit was under complete control of the remote but the remote was malfunctioning.  Regardless, my hands did not give the quad commands to fly directly into a tree at full speed.  I've included the original RMA that stated this was not user error. 

 

 

 

 

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


Sincerely,

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




 

Business Response: July **, 2015

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

We regret the customer's dissatisfaction but the manufacturer's determination has to be considered final as far as we are concerned. The manufacturer's contact information:

Tel: ***** *** ****
Email: ******************
Website: *******************************

The customer's recourse at this point, if any, is via the manufacturer.

--
Henry P*****
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 explain how this is part of the B&H 30 day Return/Exchange policy. 

 

 

 

 

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


Sincerely,

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



 

7/22/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: B & H Foto advertised a product as "NEW" on their website as well as "USED" with different prices, I purchased a new photo shooting booth then they "tried" to stick me with on the first delivery a broken metal frame which was also scratched up shipped inside of a worn down opened up box.2-weeks later I get a replacement box that immediately I asked the *** driver this is a used box, inside "USED" product which is missing turning knobs, one screw bent multiple dings, scratches, the most important parts being the frame and the screen are all scratched up.Specifically, I leave this complaint as today while looking for the companies phone contact information I noticed 'someone' changed the description from 'NEW' to nothing same price as new, with the used price under the actual price.Obviously, scamming customers and "FRAUD" by trying to pass off used goods as new products, this was not an error whatsoever; the proof is in the manner of which their website administrator "purposely" changed their website to "continue" to sale at high price new products only without the new as was advertised at the time I made the purchase.If ever the 'proverbial' smoking gun was evidence then here it is... a company wasting customers' time, money by sending used items as new under direction of someone in management.

Desired Settlement: I've been promised a refund once the product is pickup for the 2nd time, overall I warn the public of these malicious business practices the lack of consideration toward new customers... imagine buying a $5000 camera and having this take place?

Business Response: July **, 2015

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

B&H appreciates this customer's business and regrets his frustration. The customer requested we have *** pick up the merchandise he wants to return. *** reports they will make three attempts, beginning today, to retrieve this merchandise.

As soon as we can confirm *** has picked the merchandise up and that it is en route back to us, a full refund will be issued.


--
Henry P*****
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

"two weeks have been lost... as a direct result of fraudulent malicious business practice in "trying" to sell used/broken goods when buyers have paid for new goods". Instead of refunding my money right away, I'm now waiting for the funds to be back on my credit card?

These funds need to be return a.s.a.p., *** has already picked up the used item that is missing parts, scratched up with a broken box that you sent for the 2nd time as new... it ain't new~!!! 

 

 

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


Sincerely,

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




 

Business Response: July **, 2015

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

Now that we are able to confirm the customer's return package has been delivered to *** I have asked our customer service department to process his refund ASAP. One we have processed the refund federal *** rules permit his bank to delay confirming the refund for 24 hours or more. We have no control over this and include the information as an advisory.

--
Henry P*****
B&H Photo-Video

6/29/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Bought a galaxy S3 as an unlocked phone, but turned out to a locked. Also the IMEI number on the label (same as the Serial Number on the receipt) doesn't match the one found on phone setting. My husbands called the company many times but was refused to give any resolution. Below are the details on how we found the issue and calls to the company. It was bought last year when my mom visited us from China and we didn't test it in the States. When my mom went back to China and found it couldn't be used with any cell phone provider. Thought was due to compatibility issue. My mom brought the phone back last month. When tried with T-mobile SIM card, it didn't work either. Called T-mobile and was told the phone was locked. My husband called the company many times to get a solution. First couple times they denied to provide service saying it passed warranty period. They didn't accept my explanation of my retarded contact for the issue. After I argued it was not about parts, but they sold me a lock phone as unlocked phone, then they told me to reset the phone. But it didn't solve the issue. Later phone calls they told my husband they would try to solve it and would send resolution in about one week by email. Two weeks later, no email. So my husband called again, they went back again saying they can't do anything about it since it passed warranty. They did give me a website to download a tool to unlock it and said the tool costs $30 small. When I asked they to send the web link, they said they can only give it over phone not by email.

Desired Settlement: The company takes the locked phone back and gives me full refund.

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

BBB Complaint #********
B&H Web No: ********** dated 5/**/14

The customer purchased a SAI9300BLE = Samsung Galaxy S III GT-I9300 International 16GB Smartphone (Unlocked, Blue). The product can be found on our site at **************** where we say it includes a, "90-day B&H Warranty." B&H also offers a 30-day return policy time period.

The product information page also linked to a list of carriers by country. In China this phone operates with China Mobile and China Unicom. We cannot offer any advice or guidance on other local or regional carriers.

Our return rate for this product throughout the time it was available is approximately 5%. No other customer complained the phone was locked.

The customer's first after-sale contact with us was on 5/**/15, a year after the date of purchase. Our return policy and the warranty have both expired. Our customer service department gave him the URL *******************************************************************

Because of the amount of time which has elapsed this order cannot be cancelled, the phone cannot be returned for refund, exchange or store credit.

--
***** ******
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]

As I argued before, it is not a warranty issue, rather the company sold me a fake product. I attached 3 pictures here: one is the receipt, one is the label inside the phone under the battery, the other the screen shot of the phone status page. The serial number on the label matches the serial number on the phone status page, however, the IMEI number does not match, indicating it is not an authentic phone. The serial number on the receipt does not match the serial number on the label, rather it is the same as the IMEI number on the label. This is another sign of fake phone. And this may explain the discrepancy that the company claims it is an unlocked phone while cell phone carriers said it is a locked phone.

i request a full refund because it is not an authentic product.

 

 

 

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


Sincerely,

** ***




 

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

The customer purchased a SAI9300BLE = Samsung Galaxy S III GT-I9300  International 16GB Smartphone (Unlocked, Blue). The product can be found on our site at **************** where we say it includes a, "90-day
B&H Warranty." B&H also offers a 30-day return policy time period.

The product information page also linked to a list of carriers by country. In China this phone operates with China Mobile and China Unicom. We cannot offer any advice or guidance on other local or regional carriers.

Our return rate for this product throughout the time it was available is approximately 5%. No other customer complained the phone was locked. The customer's first after-sale contact with us was on 5/**/15, a year after the date of purchase. Our return policy and the warranty have both expired.

The customer now alleges we sold him a "fake" product. That is ludicrous and untrue

--
***** ******
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 company repeated its previous response and simply denied that it sold a fake/unauthentic phone, however, it did NOT give any explanation why the phone has two different IMEI numbers: the one on the label in the battery chamber is different from the one on the phone setting/status. The IMEI number is the unique identification of a cell phone, similar to a VIN number of a car which is unique to the car. I claimed it sold a fake/unauthentic phone because an authentic phone should have one and only one unique IMEI number, and a locked phone as an unlocked phone.

 

 

 

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


Sincerely,

** ***




 

6/24/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: http://www.bhphotovideo.com/c/product/1111317-REG/manfrotto_mvm450a_aluminum_fluid_monopod_rc2.html The monopod is advertised as including the mxh-2w head (which can pan and tilt) but it actually comes withg the rc-2 head (which is tilt only). When I brought it to the attention of customer service, they realixzed their error, and offered me $50 off the price of $249 as an apology for my inconvenience and having to wait so long for the replacement, which caused me to lose paid gigs as a camera operator. After several phone calls, they realized they do not offer that head and monopod combo, (even though it is still currently advertised on their site right now (6/*/2015) but if you look at the hyperlink, at the end, you can see it says "rc-2" which should be a hint to them. Their solution was to send me the same contents as advertised (a monopod with the mxh-2w head) but that pushed the cost up to $320, which the rep discounted down to $249, but now they claim that I cnat get the $50 credit because they discounted it already. It feels like a bait and switch, a very convoluted and round about way to do it, but there it is.

Desired Settlement: I wish for the $50 credit off the advertised price of $249. A store credit in addition to the originally promised $50 would be a nice gesture for all the hassle I have had to go through during our busiest time of year for commercial and film production in *******.

Business Response: June *, 2015

BBB Complaint #********
B&H Web No: ********** dated 5/**/15
B&H ********* dated 5/**/15

On 5/*/15 the customer ordered an item which was inadvertently incorrectly described on our site. We regret that error which we are now in the process of correcting. Our website disclaimer states, "Prices, specifications, and images are subject to change without notice. Not responsible for typographical or illustrative errors."

On 5/*/15 we created and emailed return authorization ********* for the merchandise he received.

On 5/**/15 we created replacement order ********* with the monopod and head the customer wanted as a la carte items and with an appropriate adjustment to the price. On 6/*/15, at the customer's request we created return authorization ********* for these items. We also offered the customer a $50.00 gift card if he chose to keep these items, items he apparently wished to purchase when the original web order was created. As a gesture of generosity and in compensation for his inconvenience we also offered the option of sending a $25.00 gift card if he chose to follow through with this return authorization and send these items back.

So, the error on our site is being corrected. The customer has been offered the choice to keep the items he now has and get a $50 gift card or return them and we'll send a $25 gift card. He should contact ************** when he's decided.

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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 is a good start, in fact, it is the original solution promised by their CS rep on the phone when I was told that they had to ship it separately. We've gone past that point by two weeks and several hours of emails and phone work, and now contacting the BBB finally they decide to re-offer the original solution for the problem AT THAT TIME. Now it is more about the time, effort and aggravation that took place to get us here. The gift card is not a solution, we'd like the $50 credited to the card it was purchased with, and any gift card above that would be a nice apology.

 

 

 

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


Sincerely,

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




 

Business Response: June **, 2015

BBB Complaint #********
B&H Web No: ********** dated 5/**/15
B&H ********* dated 5/**/15

The customer has been offered the choice to keep the items he now has and get a $50 gift card or return them and we'll send a $25 gift card. He should contact ************** when he's decided.

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

6/24/2015 Guarantee/Warranty Issues | Complaint Details Unavailable
6/15/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: To whom this may concern , I have verified 2 with this seller for my brother in law purchase this as a gift and they did not update the order and it was sent back ..... WE NEVER RECEIVED I.E they have called *** and requested the return SHIPPING we called and spoke with a ********* in customer service said oh sorry we didn't correct the mistake and note the system after we called to rectify and he looked into it and said there was nothing he could do please speak with our verification department we said fine . Their was nothing THEY could do except wait for it to be shipped back to them reprocessed and sent back out . Well that wasn't acceptable in our time frame . So then we just said fine cancel this order and we will reorder another to save on time and we will wait for the 349.00 to be paid back by them . NOW we order another photo drone and it got to the state where it was being delivered and now 2nd item with NO NO NO VERIFICATION DONE BY THEM !!! I repeat NONE what-so ever verification done by them as they requested the first time to be completed and we RECEIVED NOT ONE CALL NOR ONE EMAIL !!!!! NONE !!! We grew up in NYC and specifically on the ***** **** **** and went to there store many times for items and it always felt like an UP SELL years ago and maybe that's whats going on NOW . But all we know is NOW THEY HAVE 700.00 dollars CASH TRANSFERRED INSTANTLY from *** *** and we have NO Product !!!!!!!! BUYER BEWARE . We are posting this at the BBB , **** * ********** and ****** unless our $700.00 is not only REFUNDED immediately or JUST made right refund one and overnight one .... ... ANGRY CUSTOMERS

Desired Settlement: SOMETHING but so far the lack of either or KNOWING THAT *** NEVER DELIVERED EITHER there are still unopened and they way the sent it and it is en-route to them but again we are out $ 700.00 and just want either our money back NOW or half and one PRODUCT SENT OVERNIGHT .... THAT would be correcting the situation to regain customer trust from us

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

BBB Complaint #********
B&H Web No: ********** placed 5/**/15
B&H Web No: ********** placed 6/**/15

The customer placed two orders. Each order was for one DJQCGPMV111 =  DJI Phantom 1.1.1 Quadcopter with GoPro Mount. The first order was shipped 5/**/15. It is being returned to us and *** reports they expect to deliver it to us today.

The second order was shipped 6/*/15. It has been recalled and is also being returned to us.

For both transactions we have processed refunds this morning. We regret the confusion and the customer's inconvenience.

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

6/11/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a lens over the phone from B&H in 2014. At the time of purchase I was told that I would receive 4% back in rewards for future purchases, this was also part of their advertising on their website. Over a a year passed and I did not receive the rewards. I contacted B&H on May **, 2015, since I was purchasing another lens from them, I inquired about my previous reward points. The agent told me that he would reissue the rewards for the lens and a camera that I also purchased this past year from B&H. I received the rewards for the camera but not for the lens. I contacted B&H again on June * to follow up with the rewards for the lens purchased in 2014, he denied that they ever offered 4%, which goes against what I saw advertised on their website, what the agent told me over the phone when I purchased the lens, and what the agent told me on May ** who said he would reissue the rewards.

Desired Settlement: I would like the 4% on my purchase that was advertised to me and I also promised by two different agents from B&H.

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

BBB Complaint #********
B&H *********
This customer purchased a TA1506005C =  Tamron SP 150-600mm f/5-6.3 Di VC USD Lens for Canon on May *, 2014, more than a year ago. This lens is featured on our site at ************************************************** where we now offer 4% Rewards points, a program described in ****************************************************

A the time of this transaction we did not offer Rewards points for this lens. Our customer service notation dated June *, 2015 explicitly states we advised the customer of this and that we was not eligible for Rewards points for this purchase.

The Tamron SP 24-70mm f/2.8 DI VC USD Lens for Canon which he purchased on May **, 2015 is eligible for 51.96 in Rewards points. 40 - 60 days after the order has shipped he will receive an email with a Rewards Card which can be used for a future purchase from B&H.

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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:

We first had a false advertising issue where you offered the 4% and refuse to honor it, now there is a customer service issue since you guys are not on the same page with each other. The agent I bought my lens from told me that I would get the 4%, and the agent I chatted with online told me that he was going to reissue the 4%. You should have record of that chat.

 

 

 

 

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


Sincerely,

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




 

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

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

This customer purchased a TA1506005C =  Tamron SP 150-600mm f/5-6.3 Di VC USDLens for Canon on May *, 2014, more than a year ago. This lens is featured on our site at
**************************************************where we now offer 4% Rewards points, a program described in ****************************************************

A the time of this transaction we did not offer Rewards points for this lens. Our customer service notation dated June *, 2015 explicitly states we advised the customer of this and that we was not eligible for Rewards points for this purchase.

***** ******
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:

Why are you ignoring the conversation on May **** where your rep told me that they are going to reissue the 4% because you did offer it at the time of purchase because your phone rep also told me at the time of purchase that I would get 4%.

 

 

 

 

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


Sincerely,

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




 

6/10/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I BOUGHT AN ITEM FROM THIS BUSINESS , AND I AM DISSATISFIED WITH THE PRODUCT , THIS COMPANY REFUSED TO REFUND FOR THE REASON THAT PRODUCT IS ALREADY OPENED .

Desired Settlement: RE-SELLER OF ANY PRODUCT SHOULD ACCEPT THE RETURN IF THE CUSTOMER IS DISSATISFIED WITH THE PRODUCT

Business Response: June *, 2015

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

B&H Photo's return policy includes the following:
     "No Return/Exchange on the following ... Computers and Computer Software, once any of the manufacturer's packaging has been opened."

The only possible exception we will make is an even exchange if the customer receives a computer which is defective out-of-the-box. This customer's
Toshiba CB35-B3340 Chromebook 2 13.3" LED-Backlit TFT TruBrite Display (Silver) - B&H # *********** is not eligible to be returned for refund, store credit or exchange.

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

6/8/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased an ip camera from B&H and decided to return it because it could only be operated by smartphone. During the RMA process I was contacted and told the serial number does not match. I responded to the email but never received a response. B&H shipped the camera back without a refund. When I emailed the again I was ignored. I called them over the phone and they said they would not process the return. The camera I shipped back to B&H is what I received from them. They should not be selling me a camera where the serial number does not match.

Desired Settlement: Prepaid RMA to return the camera and refund.

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

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

The customer purchased a INHDWFCMW = INSTEON 720p Wi-Fi PTZ Camera with Night Vision. When it was shipped to him we scanned a bar code attached to the manufacturer's package by the manufacturer and recorded we shipped a unit with Ser #: ****************

The unit the customer returned to us has Ser #: **************. He did not receive this unit from us and we will not accept it 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:

[Your Answer Here]

 

I understand you are trying to prevent return fraud by
comparing serial numbers but the camera I shipped back is the camera I received
from B&H. I can’t force you to believe my story but I expect you to stick
to your return policy at ***************************************************************
A matching serial number is not stated as a condition of return. Your policy
goes as far as stating “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.”

I would like the camera returned according to your publicly
posted return policy that both parties agreed to at the time of purchase. I
also need a prepaid shipping label since I already spend 10 dollars shipping
this unit once already.  

 

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 customer again does nothing more than repeat his original assertion. The camera he attempted to return to us has a serial number which does not match that of the camera we shipped to him. It is ineligible 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:

[Your Answer Here]

 
B&H scanned the serial number on the box they shipped
me, not the camera inside the box. The box that I returned matches serial
number ****************  Neither party can
prove what was the serial number on the camera inside the box. A mistake could
have been made when the camera was packaged inside the factory or even during
the return process. I have not had any other Insteon cameras and I am only
returning it because the camera requires a smartphone and is not compatible
with ********* ********* software which I found out after contacting Insteon
support. I am confident that I returned the camera B&H originally shipped me.
Matching serial number is not a condition of return and the RMA should be approved
according to return policy that B&H and I agreed to at the time of
purchase.  

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


Sincerely,

***** *****




 

6/3/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On May *, 2015 I made a payment of $1,259.00. B&H claims that they never received this payment. The bank for my credit card: » ******** Corporation ** *** **** ******, ** ********** Fax: ###-###-#### assures me that the payment is pending and all B&H has to do is collect it. Neither side will take responsibility, and I have no idea where my payment of $1,259.00 is

Desired Settlement: I would like my order to be shipped to me as soon as possible. This will require B&H to collect the payment that is pending.

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

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

The **** credit card the customer attempted to use when this order was placed has been declined by the bank which issued it. They do not reveal the reason for this to us, but it has been declined nevertheless. When the customer contacted us we offered to hold a three-way telephone call with him and the bank. He replied with an email forwarded from the bank saying they would accept an authorization release form. That was earlier today. His complaint to the BBB was delivered at the same time, before we'd had a chance to act on this at all.

The bank which issued the customer's **** card has declined the transaction. The customer was advised to call us at ###-###-#### or ###-###-#### and ask to speak to the Verification department. Until he does, we cannot complete this transaction because we do not have payment and payment has not been made available to us.

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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 still do not have my payment of $1,259.00. The reply from my ******** was emailed to B&H explaining what needs to be done for me to receive my money within 6 hours:

reply from netspend:
Dear *****,Thank you for contacting ******** Customer Care!I am sorry to hear that there is still a hold on your transaction. Outstanding authorizations from $200.00 and above remain pending on your account until either the merchant collects what is owed, or after thirty days, whichever comes first. The funds will automatically be back in your balance if the merchant does not collect. If for any reason the merchant will not be collecting on the pending authorization, we can expedite the release of these funds if we receive appropriate documentation regarding the transaction. Upon receiving the documents, we will process the request within 6 business hours. We will accept a letter that includes all of the following information: 1. Your reference number which is ***********. Authorization number (******), amount ($1259.00), and date of transaction (May **, 2015)3. Reason we should release the authorization. They have to state that they have no record of the transaction and they must state and guarantee that they will not collect the funds4. Name and phone number of ******** **********, *******, or someone in the Accounts Receivable department The merchant must type this on their company’s letterhead and fax it to ###-###-#### or email it to **********************. Thank you for choosing NetSpend. Have a great day!************ **** **********Answers to frequently asked questions and self-help options can be found online at***************************** or by calling Customer Care at ************* *###-###-####)

 

 

 

 

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 attached screenshot is from our bank. It clearly shows a lien or "authorization" was placed on the customer's account on 5/*/15. It also shows the same lien or "authorization" was lifted on 5/**/15. We did not have the customer's money. We did not have access to the customer's money. We do not have the customer's money.

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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.

The card issuer ******** claims the money was available.

Sincerely,

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



 

6/2/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered a $349.00 lens from B&H online, and they offered free expedited shipping for my product, and was supposed to arrive to my house on May ****. It is now the **** and there is still no lens, nor is there any information of where it is. I tried calling the company, but they are closed until the **** for the holiday weekend. There was no option to at least leave a voicemail of my complaint. I then attempted to leave them an email, but that option was ALSO unavailable. I am highly disappointed with how my order is being treated. I either want the product within the next few days or else I would like a refund, but the problem is there is NOBODY to even notify of my concerns.

Desired Settlement: I expect a phone call, not an email, from the company as soon as possible. I also expect an explanation of why my order was not delivered on time days ago as promised, and why is STILL not here. I plan to warn everybody I know about ordering from this site on how unreliable they are and how lousy the customer service is as well.

Business Response: May **, 2015

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

We appreciate this customer's order and this feedback. We regret her dissatisfaction. We require that billing and/or shipping data be verified for some orders per our user agreements with our merchant banks and to deter credit card fraud and identity theft. This is for customer protection.

Our web site advises, "All orders are subject to verification before shipment is made." We make EVERY effort to ensure that customers know what is what when ordering here.

We live in an era of rampant credit card fraud and identity theft and responsible retailers are bound both ethically and by agreements signed with our merchant banks to do what's possible to deter this type of piracy.

This verification process protects customers from the pirate who thinks he can shop with us freely at a customer's unsuspecting expense. It also helps ensure that merchandise a customer ordered and paid for ends up in his/her hands and not in those of some clever opportunist.

As banks make more and more outlandish promises of security to current and prospective card holders they make more and more demands on retailers to ensure this security. This is particularly true for so-called card-absent transactions including mail/phone/web purchases. Until some clever person figures out a way to abolish card fraud and identity theft, you'll see more and more of this. Stores which don't exercise safe, prudent, & effective security measures are simply gambling they won't become the unwitting vehicle by which some clever pirate abuses customer accounts.

Upon receiving this transaction we emailed the customer on May **, 2015. We have not received any reply. The customer may contact us via ************************ or ###-###-####.

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


While I understand that it's our job to make your shopping experience as painless and efficient as possible, part of that process is ensuring we don't unwittingly allow you to become victimized through our carelessness or nonfeasance.

5/27/2015 Delivery Issues | Complaint Details Unavailable
5/26/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Purchased a downloadable Turbo Tax program; the program will not download onto my system. Company says it will not ensure the product downloads and will not make a refund.

Desired Settlement: Provide the product that I have purchased in good faith.

Business Response: May *** 2015

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


The customer purchased INTTBSFE14W =  Intuit TurboTax Business Federal + E-File 2014 (Download, Windows) MFR # ****** on 5/**/15. The product is annotated as follows:

After purchasing this software download product, you will receive an order confirmation email and an additional email containing your software link/instructions (usually within minutes, but may take up to 12 B&H business hours). This item is non-cancelable and non-returnable.

On May **** the customer informed our customer service department that his computer system is Macintosh, not Windows. We regret he apparently made an error in ordering but as noted, no return is possible. We encourage the customer to contact Intuit, which may be able to offer assistance.

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





5/22/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: My name is ******* ****, a very dissatisfied costumer. It is very disheartening that B&H would be so non challant about the plight of her customers. I have had to call the USA severally over the non delivery of items ordered , tracking number: ****************** and after being put on hold for several minutes without caring that my call is an international call from outside the USA the B&H staff always come back with excuses that it is not B&H's doing and there is nothing B&H can do to sort my issue out as it is the problem of *** the shippers. Let's look at this objectively for a moment: I paid for a product which they advertised, paid for the services of a shipper paraded by B&H as competent enough to deliver the said items within a specified period as stated on their website. So far the there has been no update since 12/**/2015 on the *** website regarding the delivery of my items. I have written to B&H, as well as *** the shippers over the issue. I have called the B&H customer services a couple of times but they have not had the simple courtesy of either calling me back nor sending me a mail to explain why this is happening. I need the items (ND Filters and G-Technology 12Terrabytes G-Raid Drive) for a film shoot starting from **/05/2015. It is highly disappointing and shows a high level of incumputency in their customer services. To say the least my view of B&H is totally changed from this experience. It tells me that they do not care about customers outside the United States.

Desired Settlement: Please, I want to know how I can get my orders delivered in a couple of days. if not I would appreciate if my funds can be refunded to my card ASAP (as soon as possible) so I can move on.

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

We received this order May *, 2015. It was shipped via *** the same day. The *** package tracking number is ******************. In response to my inquiry this morning, ***'s ******** of Enterprise Account Sales/International Services reported:

I apologize for the delay on this shipment, and the issue it has caused for you and your customer.  We have contacted our Brokerage partners in Nigeria for urgent assistance, as Customs in Nigeria has put a hold on this shipment.  We are currently awaiting their feedback and will follow up with you as soon as possible.

The delay, and the cause for the customer's inconvenience then is Customs in Nigeria. We are hopeful *** will be able to arrange a release soon.

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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: I have just checked the tracking information on the *** website and the information on it does not collaborate what B&H is claiming about the item being delayed by the Customs in Nigeria. (Please see the tracking information on the *** website that I have copied and pasted here) what it says is that the item is still being held in Germany. The information coming from *** is contradictory as the website tracking information is different from what they are telling B&H. Also the live chat I had some days back with one of *** customer service personnel was not helpful and so far they have not responded to my mail nor bothered in any way to contact me on the issue.

****** *******05/**/20151:05 A.M.Your package has been delayed due to events beyond our control. We're adjusting delivery plans as quickly as possible.****** *******05/**/201510:35 A.M.Your package has been delayed due to events beyond our control. We're adjusting delivery plans as quickly as possible.05/**/201510:34 A.M.Your package has been delayed due to events beyond our control. We're adjusting delivery plans as quickly as possible. / Delivery will be rescheduled.05/**/20154:30 A.M.Departure Scan****** *******05/**/20151:17 P.M.Your package has been delayed due to events beyond our control. We're adjusting delivery plans as quickly as possible.
 

 

 

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: **********

I am sorry the customer feels my earlier message does not corroborate what the *** tracking site reports. The information in my earier message is more current and more reliable than an automated tracking site because it came directly from a ****** *** ******r in the relevant department there. Up-to-the-minute information from a *** manager will almost certainly be more accurate and more reliable than their online page.

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

5/20/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have purchased a laptop through this B&H Photo.com. Once I received the item, I opened the box and tried out the laptop. After using a couple of days, the laptop didn't meet my needs. I requested a refund but they didn't take it back because the original box was already opened. I thought they offer "Shop with Confidence Easy 30-Day Return" policy but once you take a look at the actual "Return Policy" page it actually conflicts with what they state. I am very dissatisfied with this purchase and I could have bought this laptop from somewhere else.

Desired Settlement: I would like to get my refund as fast as possible.

Business Response: May **, 2015

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

This customer purchased a APMBAMD7601B =  ***** 13.3" MacBook Air Notebook Computer MFR # ************ on Feb **, 2015. Our return policy, then and now, says, in part:

     No Return/Exchange on the following ... Computers and Computer Software, once any of the manufacturer's packaging has been opened.

This computer may not be returned. We will not issue store credit or a refund for it. The customer was made aware of this before he filed a chargeback with the bank which issued his **** account. That chargeback is being contested.

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

5/6/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I called to purchase B&H Item No. ************ (Lenovo *** **********) shown on page 84 of their most recent catalog, which was shipped to my address on Monday, April **, 2015. In the catalog this is listed for $319.99 USD. Upon calling I was told the price was $919.99 USD. I explained to the customer service specialist that the catalog has this listed for $319.99 and he replied by telling me there are errors the printed catalog and offered no other solution. I then asked him who this concern may be escalated to in order to fulfill their advertised price of this product and after being told about the product specifications (which was unnecessary because they are clearly displayed in the product description in the catalog) I was again told there was nobody he could escalate this to. I eventually got him to admit that there was a pricing department that he could ask for assistance but he wasn't willing to do so without my persistence in asking him to escalate the concern. He came back to me after being placed on hold and again told me he would not match the price listed in the catalog. I've been a customer for quite a while now and have recommended this company to several of my colleagues so I was very surprised by the lack of customer service. I can understand catalog errors to a point but when a retailer mislabels or misrepresents the price of a product there should be some sort of customer retention efforts on their part. This company had a total disregard for customer service or for customer retention. I was obviously the first person to call about this product so I truly believe they should honor the price for the first person, then create a voice message in the system so when customer enters the computer area of the telephone menu they are greeted with an announcement about the pricing error that has been brought to their attention.

Desired Settlement: I truly believe they should honor the price for the first person who reported the concern (which was obviously my call to them), then create a voice message in the system so when customer enters the computer area of the telephone menu they are greeted with an announcement about the pricing error that has been brought to their attention. It's very easy to create a simple greeting in the computer purchasing area of the phone system that states something similar to "we apologize for the inconvenience but there is a pricing error shown on the Lenovo laptop on page 84 (it is the only Lenovo on this page so the message wouldn't need any further product details). The correct selling price is $919.99 but it is shown for $319.99. We apologize for any inconvenience this may cause." This type of message would go a very long way for customer service and retention. I was not even allowed to speak with management to discuss this opportunity with them.

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

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

We appreciate the customer's interest in B&H and his suggestion. The computer he wishes to purchase is this: Lenovo *** ********** 17.3" Notebook Computer - B&H # ************ MFR # **********.

We regret the typographical error in our catalog but will not sell this item for any lower price. Our catalog includes the disclaimer that inadvertent errors may occur, that we are not resposnible for typographical error and so on.

This is also an example of the equitable doctrine of unilateral mistakes.

When online retailers make honest, good-faith pricing mistakes that result in huge losses to the benefit of … 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… The contract, if enforced as formed, needs to cause hardship to the adversely affected party ... 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.


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

5/4/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On April **, 2015 this company placed an unauthorized charge on my ****** account for the amount of $1754.97. My account was hacked into and my billing information stolen. Apparently the hackers are involved with B&H Photo and placed orders with this company through my account. Luckily I was able to catch it in time and the unauthorized order of merchandise was returned to the company, however the company kept my money as well. In the spam folder of my email I found an email with a *** tracking number (mentioned in details) for the unauthorized order, proof that the merchandise was returned to B&H Photo on 04/**/2015. Today, 04/**/2015 this company still has my money which they stole from me by hacking my account

Desired Settlement: Issue my money back as well as an apology

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

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

We received this purchase via our website on 4/**/15. Curiously both the billing and shipping addresses match the address the customer included with this complaint. The email address associated with the purchase matches the email address in this complaint too.

As soon as we were informed there was a claim of fraud we contacted *** and asked them to intercept and return the package. We received the package minutes before we closed on Friday, Apr ****. The return is now being processed and a refund will be issued as speedily as possible.

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

4/23/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: On 1/**/15, I placed an order (#**********) and purchased a FORMATT-HITECH 100mm/4x4" 6 FILTER WALLET. I have still not received these products, and it has been 15 weeks after tomorrow. I am a professional photographer, and this has cost me significant business. I have contacted them five times to inquire about the products. Each time they have said the product is delayed because the "manufacturer has encountered delays with the production of the backordered product." Every time, they have given me a later date when the product should arrive. At first it was 6-8 weeks, then it was 10 weeks, and then they said the next day. Meanwhile it has now been 15 weeks. I have also ordered two other products that work together with this product, which they have already received. They keep asking if I want them to ship these two products, but they are useless to me (I literally cannot use them) without the FORMATT-HITECH 100mm/4x4" 6 FILTER WALLET. It should also be noted that I purchased these products through a $200 gift card received as a special promotion through my ***** Pro membership. I have these emails, as well as the emails from B&H for further information.

Desired Settlement: Immediate delivery of product, and complimentary shipping.

Business Response:

April **, 2015

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

This customer placed an order on January *, 2015 for a  Formatt Hitech 100mm 6 Pocket Filter Wallet = B&H # FOFW100. It was not in stock when the order was placed and, despite repeated assurances from the manufacturer, is not in stock today. We regret that the manufacturer has been unable to provide us with either the product or with a reliable estimate of when it will become available. We have communicated this to the customer periodically, most recently on Apr ****. A complaint here will not alter the product's status or the manufacturer's reliability.

Other similar items which are in stock are on our site at bhpho.to/1OHoC9h. If the customer wishes, he can ask our customer service department to swap the originally ordered item for one of these, or we can, at his direction, cancel the order and refund the $19.00 purchase price.

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***** ******

B&H Photo-Video

4/22/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Hello, my order # is #**********. The reason that I am emailing you is because of a order I placed on 3/**/15. I purchased a http://www.bhphotovideo.com/c/product/1086715-REG/IPAD_MINI_3_WI-FI_+_CELL_128GB-GOLD. iPad mini 3 128gb cellular from your company for $679.99. I am wanting to price match this item, and would like to be refunded the difference. **** *** has the exact same item for $579.99. I would like to be refunded the $100 difference. Here is a url showing the price at **** ***. **************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************** My friend told me your company would refund me the difference if I just let you know. Please issue a refund for the difference. Please email me back. Thank you. **** ****** *** ****** **** ******** ******** ***** ********** ******************** Order # ********** The price now on **** *** website is $729.99 but during the entire time I tried to contact your store it was the $579.99. I was unable to contact your store because your store was closed for like 10 days for Easter. I tried to email, I tried to call but I could not contact you because of your store closing. I called customer service a few minutes ago and they said they would not refund me the $100 difference. It's not my fault your store was closed for 10 days for Easter and I could not contact you. I even have a picture and screen shot of the price at **** *** proving it was $100 cheaper. I will never trust your store with my purchases again if this matter is not resolved. If you can't refund the $100 difference I will return the item and contact the bbb and file complaints online. Please let me know if you can help.

Desired Settlement: I would like a refund of $100. Your customer service told Me before I placed a order that they price match with no problem doing so. Now that I purchase the item and it's cheaper you will not honor the price match.

Business Response: April **, 2015

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

We appreciate this customer's order and regret his dissatisfaction. B&H does not offer a price-match guarantee and never has. We endeavor to say, "Yes," to individual price match inquiries whenever possible and regret when circumstances dictate we cannot. In this instance we cannot. This is not related at all to when the order was placed nor to our recent week-long Passover hiatus. Unfortunately no price adjustment for the Apple 128GB iPad mini 3 (Wi-Fi + 4G LTE, Gold), B&H APIPM3128G, is possible.

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



4/22/2015 Problems with Product/Service | Complaint Details Unavailable
4/20/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Bought a mac Order #********** Order was in my cart and it was 899.00 at the time because it was discounted from 999.00... then I called manager to see if this discount was extended to advanced models - he emailed someone in the department and by the next day the price jumped to 919.00... lost 20 because of that. It was in my cart the whole time.

Desired Settlement: Refund of the 20.00 difference.

Business Response: April **, 2015

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

At the customer's request I have asked customer service to refund $20.00 to his **** account.

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

4/16/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a downloadable product. No download link was initially sent. I contacted the company and asked for a download link. They sent one. It was for a different product. I called the company back and they would not send the correct download link. They refused to refund my purchase.

Desired Settlement: Be able to download the product I purchased or have my credit card refunded.

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,

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



 

4/2/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On 1/*/2015, I saw the advertisement of B&H app in ****** Play Store that "Buy with ******" to get 5% back on the order. The detail said it can go up to $1800 for US customers. After downloading the app I purchased a laptop for $1499 with order number #************. But after I received the laptop I found that I was charged $1499 full price. On 1/*/2015 I sent an email to check about the 5% back but got a feed back to say that the promotion expired on 12/**/2014 even I saw it on 1/*/2015 and even after that. The store refused to refund me the 5% back.

Desired Settlement: Refund me the 5% ($75) as in the advertisement.

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

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

This customer purchased a APMBPME293LL = "Apple 15.4" MacBook Pro Notebook Computer with Retina Display (Late 2013)," on January 2, 2015. The product was featured on our site at ************************************************** where we made no mention of any discount or other ******-related promo or consideration because at the time the order was placed none was in effect.

We regret he came upon a post by ******, not by B&H, mentioning an obsolete promotion which had expired by the time this purchase was initiated. This is akin to finding last month's newspaper and expecting a retailer to honor today a limited-time promo advertized then.

We regret his dissatisfaction but are not able to offer any discount or refund at this time.

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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 response talked about that the promotion was expired but I could see it when I purchase the product and even after that. As it didn't say the expiration date and the advertisement was still on, the promotion should be effective. In my attachment I put the screenshot after I put the order.

 

 

 

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


Sincerely,

******* ***




 

Business Response: March **, 2015

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

The screenshot the customer supplied did not come from B&H and was not created by B&H which was not and is not responsible for its content or timeliness. The special opportunity which the customer wants us to apply was not offered on our site because it had expired before the customer's transaction was initiated. He is neither eligible for nor entitled to any discount, then or now. None will be forthcoming.

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

3/27/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a *** GTX 970 card that was later found to have been sold based on false specs that ******, the chipset manufacturer, had advertised. This was later discovered after performance issues from others and was then disclosed after it was published in an online article. Due to this many sellers were providing no questions asked refunds due to the products not meeting their advertised specs, B&H Photo was unwilling to meet the support other companies were offering after being alerted the product was sold with untrue specs. a

Desired Settlement: To get a refund for the entire purchase price either onto the purchase card or even store credit to be used at a later date.

Business Response: March ** 2015

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

Since the customer has bgeen discussing this with me via email and in a web-based forum, and with others in our customer service department via phone he no doubt already knows how we will reply to this inquiry regarding a purchase which was made Nov **, 2014.

***, the company which made and marketed this product advised is as follows:

If customers (endusers) want to file the complain of the product after 30days of purchased, please have them to contact our customer service direct.  Our team already received the correct instruction from our upper management and will taking care of them direct.

Additional information from ****** is in the attached file. This information has already been provided to the customer. We have also informed him that if he can obtain return authorization from *** we will honor it.

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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,

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




 
After speaking to *** customer service supervisor who identified himself as ***** *, I was not offered a full refund. He stated *** did not direct B&H to direct customers to *** even after reading him the message that ** ****** sent. ****** and Newegg per credible tech news magazines and websites state, are accepting full refunds due to the deception of the technical specifications of the card. It has been reported that several aspects of the card specifications were not true and other parts were extremely misleading. This does impact performance and more importantly future use of the card. *** told me that they will not offer a full refund and that B&H has the option to offer a refund just as ****** and Newegg are doing. The card is not what was advertised, the *** of the ****** chipset out a press release about the false information. The information that *** sent B&H to state the performance was not heavily impacted is also misleading. Average framerates are impacted which their info shows. 1-3%. Which in high end video cards is a basis for a lowered costs. The problem that they didn't address is lowest framerates and frame latency. Even if the average framerates are mildly affected, there could be a significant effect on a few frames every second. This is seen as stutter and is a huge problem. This is the real issue with the card having false specifications. Having 1792 L2 cache instead of the 2048 L2 cache makes a 1/7th speed .5 Gb segment that when used creates a bottleneck within the card. When this is accessed it creates stutter that is because of frame latency. The bottom line, the specs on the card where incorrect. This results in a performance decrease. Other sellers in the US are giving full refunds due to the deception. I am asking B&H Photo to step up and offer the same service. ***** ******

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:

*** representative ***** * stated that *** did not inform B&H Photo to not solve my issue.  

As per news sites such as ******* ****** is offering refunds  due to the video card being incorrectly marketed. 

*** would not offer an acceptable option and directed me back to B&H Photo. Provide a full refund since it is a fact that the card was misrepresented on the specifications or at the very least offer a 20% refund as ****** is offering to keep the card.  It was sold under false and misrepresented information.
?

[Your Answer Here]

 

 

 

 

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: **********

Our reply today is unchanged from our last reply, or the one which came before that.

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

3/19/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On 02.**.15 I paid for and downloaded software titled "*** ***** 14 Premium and Business" specifically because B&H's website page for the software (see ************************************************************************************************) states: "Easily Import from ******** and *******." For years I have used Turbo Tax to prepare the 1065 tax form for my partnership, and my intent was to import my 2013 partnership return from Turbo Tax for Corporations and Partnerships into *** ***** Premium and Business, allowing much vital information to be automatically carried forward without effort or error. However, the import interface for the *** ***** Business software only recognizes the "**** program extension for *** ***** files, not the "t******" extension found in ******** files. Once I discovered this on 02.**.15, I immediately emailed B&H customer service (see attachment #2), explaining that the software does not do what they specifically claimed it would, and requested a refund. The only response on 02.**.15 was "Edownloads are not returnable." I responded letting them know I would be filing a complaint with the State of New York Attorney General, and B&H did not answer.

Desired Settlement: Refund of $59.95

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


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

Thank you for this customer's order and this feedback. We regret his dissatisfaction. According to *** *****, "******** files have a .tax extension. Use the Browse button within *** ***** application to navigate to the folder you need and it will import the data from TT return."

The software the customer purchased cannot be returned and no refund is available.

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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:

Here is the transcript of a chat session I had with *** ***** tax software live help on 02/**/15:

Welcome to *** ***** Technical Support. Please wait while we find a technical support agent to assist you.All agents are currently busy. Please stand by.An agent will be with you in a moment. Thank you for your patience.The next available Agent will be with you in a moment.All agents are currently busy. Please stand by.An agent will be with you in a moment. Thank you for your patience.
You have been connected to ******* *..
******* *.:  Hello Sean, welcome to *** ***** Tax Product Support! How can I assist you today?
**** **********:  I need to import info from 2013 Partnership tax return done in ******** into 2014 *** ***** Business.
******* *.:  I am sorry sir, *** ***** Business only imports from *** ***** Business.
******* *.:  it does not import from any other business software.
******* *.:  The Premium side will, but not the business side.
******* *.:  Is there anything else I can assist you with today?
**** **********: 
I only purchased the *** ***** Business software b/c the website
from which I bought it (B&H Photo in NYC) says in its advertisement
that it can import from ********. The vendor is refusing to give me a
refund b/c they insist it can import from ********. Is there anything
you can do to help me get a refund?
******* *.:  Well, the vendor who sold it to you, obviously doesn't know what they are talking about.
******* *.:  Anyway, where did you buy it?
**** **********:  B&H Photo out of NYC. Here is the web page with the erroneous info:
******* *.:  Was this a download or a CD purchase?
**** **********:  ************************************************************************************************
**** **********:  Download
**** **********:  Right in the middle of the description, you'll see it says "Easily Import from ******** and *******"
******* *.:  Okay, I will provide you an email and I will need some info and it will be through us to get the refund.
******* *.:  Right, premium will business side will not.
**** **********:  Great! Thank you! What info do you need?
******* *.:  Give me a second to locate it.
**** **********:  OK.
******* *.:  Sorry for the wait, my computer is running a little slow.
**** **********:  NP
******* *.:  Client Name
Client Phone
Client's Current Address
******* *.:  And email address.
******* *.: 
Because it is a download, you will need to send a copy of the reciept
email, and what not to this email - *********************
**** **********:  OK. I am the "client," right?
******* *.:  Oh yea, sorry I copied word for word, talking to you and two others.
**** **********:  NP. And will I get a check in the mail for the purchase price ($59.95)?
******* *.:  Yes, although it will take 4 - 6 weeks.
**** **********:  That's fine. I appreciate your help. Will a transcript of this chat session be sent to my email?
******* *.:  Yes sir.
**** **********:  Great! Thanks again!
******* *.:  No problem.
******* *.:  Is there anything else I can assist you with today?
******* *.:  Thank you for contacting *** ***** Tax Product Support, Sean. We look forward to supporting you in the future!
Thank
you for using *** ***** Technical Support. Your satisfaction is
important to us. You'll soon receive a short survey via e-mail. Please
share your thoughts about your service experience. Your chat has now
ended. Please close this window.Your session has ended. You may now close this window.


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:

Yes, I am receiving a refund from *** *****, but no thanks to B&H, whose only response always was that there are no refunds and that the software does what their on-line ad says it does (*** ***** confirmed that it doesn't). B&H never bothered to research my problem to discover that their ad conflated features of 2 different kinds of software from *** ***** (personal taxes versus partnership returns), nor did B&H update their erroneous ad. I contacted *** ***** and resolved the problem myself, while B&H collected and kept my money.

 

 

 

 

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


Sincerely,

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




 

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

Since the customer, per his report here, is receiving a refund from *** *****, this matter is concluded.
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***** ******
B&H Photo-Video

3/16/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Back in December we bought several items from B&H Photo and spend over 40K on products where at this point two of the most expensive products are giving us problems. First, it was a video mixer that was defective and now one of the cameras starts failing. The customer service helped us with the video mixer (2/**) and now with the camera the excuse that we got was that it has pass 30 days and to refer to the policy. Too bad so sad. I don't know if this companies sells refurbished items or what but if we are going to buy equipment that will depreciate faster because are defective, then I'd rather do business with an ethical company that is interested in the customer and no the money.

Desired Settlement: We want a new camera and not a refurbished one or repaired. We don't want an I'm sorry as an answer we already had to spend renting a video mixer when ours got defective and we are not willing to continue expending just because. Thank You

Business Response: March *, 2015

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

On Dec **, 2014 the customer placed an order for one (1) SOHXRNX5U = Sony HXR-NX5U NXCAM Professional Camcorder. We shipped a brand new camera, serial number S010128498I. it was not refurbished, it was not previously sold and returned. It was brand new and shipped to the customer exactly as we received it from our supplier. It is warrantied by **** ***.

It was shipped on Dec **, 2014 and delivered Dec **, 2014. B&H Photo's return policy has a thirty (30) day time period. That has now elapsed. The camcorder cannot now be returned to us for refund or exchange. If the camcorder requires service, the customer is advised to address this with **** ***, which has warrantied the camcorder for a period of one (1) year.

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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 company "B&H Photo" sold us some equipment that got bad too soon and are currently causing us to spend money or to lower our level of production. 
We need B&H Photo to send us a loners camera while they repair the defective one then everything would be fine, if not we want a new non-defective camera.

 

 

 

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


Sincerely,

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




 

Business Response: March *, 2015

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

The customer wrote, "We need B&H Photo to send us a loners camera while they repair the defective one then everything would be fine, if not we want a new non-defective camera." B&H Photo does not have and cannot make available loaner cameras to this or to any customer. The customer's camera is covered by the manufacturer's warranty. It is up to them to repair or replace the camera, at their sole discretion, per the warranty provisions.

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

3/12/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: BH cancelled my order without reason!I found there was new ipad air1 64g+4G in ********!Only $399 with free case & free Tablet pen!I placed an order immediately to instead of ipad2!After received message from bank that $399 had been charged,We both should comply with the contract.But B&H was unilateral breach of contract.

Desired Settlement: I want to get new ipad air1 64g+4g on the same price as this order!

Business Response: March *, 2015

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

B&H Photo has a firm policy not to sell merchandise to resellers or to other retailers. Doing so is contrary to our best interests and a violation of the terms of our authorized retailer contacts with our suppliers. A full refund has been issued to the customer's ****** account. The ordered item is now out of stock and discontinued.

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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]

 

 It still is in stock.I need get one with the same price $399!If it is out of stock,I hope get ipad air 64g+4g(any carrier,any color) or give me extra $200off discount code on ipad air! 

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

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


Sincerely,

****** ****




 

Business Response: March *, 2015
BBB Complaint #********
B&H Web No: **********

B&H Photo has a firm policy not to sell merchandise to resellers or to other retailers. Doing so is contrary to our best interests and a violation of the terms of our authorized retailer contacts with our suppliers. A full refund has been issued to the customer's ****** account. We will not sell to this individual unless he can prove, to our satisfaction, that he is not a reseller or retailer. The burden of proof is on him.

If the customer has evidence he is not a reseller ore retailer he may communicate same to ************************.

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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 never received ridiculous explanation!

 

 

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


Sincerely,

****** ****




 

3/2/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: The website lists an item that is included in the standard package from the manufacture as being a "highlight" of the item, while listing the package at a lower price than other retailers of $16,599. However, the listed equipment is not actually included with the package and they say you have to purchase the item separately for an additional $3399.

Desired Settlement: I would like them to honor the website and include the item listed for the price that we paid of $16,599.

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

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

While the additional item the customer sought was and is not included with the product originally purchased we prefer our customers to be satisfied. With that goal in mind, under our ********* the missing item is being sent at no charge.

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

3/2/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered a microsd card from B&H Photo on 2/**/2015. It stated that delivery was up to 7 business days. I contacted multiple times online then by email them on 2/**/2015 when I noticed from **** tracking, that the item hadn't been updated for 4 days when the last location was near the delivery address. Their responses were received very quickly but did not actually address the question I asked. The next day, I received a response from ***** ****** who said **** won't do anything until 30 days. He said if it didn't come by Monday, he would ship out another one. (A previous email offered the same thing if it didn't come by Friday.) I contacted them twice on Friday online then by email and asked them to ship out another one. I received no reply despite receiving replies within 15 minutes on 2/**/2015.

Desired Settlement: Just cancel the order. I need to go out and buy it locally now. Longer than 2 weeks is unacceptable as is refusing to do anything when it's clear there is a problem. Make clear on your website that customers are on their own if shipping problems occur. The level of service I received is below that of your competitors.

Business Response: February **, 2015

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

We appreciate the customer's order and regret his dissatisfaction. I have asked customer service to cancel our replacement shipment and issue a refund.

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

2/26/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered a Photo Cube Compact Photo Printer , Model VU-IP-P10-VP, from B&H on October **, 2014, as a Christmas gift. It was not opened until December ** and found to be defective. Only one good photo was obtained out of 20 attempts. I also purchased 3 VU photo cube color cartridges #F/IP-P10-VP and a Pearstone USB 2.0 A/Male to B/Male Cable. Total cost of these items was $138.76. I sent an email to B&H on November **, 2014, informing them this was a Christmas gift for someone else and wouldn't know until Christmas if the product was ok. I asked if this was a problem. Their email reply led me to believe it was not a problem. I asked for refund instructions from B&H via email and was told it was past their 30 day return policy. On Dec. **, I emailed B&H and told them they had said I had until Jan. * to return the items. They said their holiday return policy was for items purchased Nov. * could be returned until Jan. *. Also had to be sealed in mfg. packaging. They said since I made the purchase in October, it was not covered under their holiday returns. Why didn't they tell me this when I first asked if this could be a problem? Next email exchange resulted in B&H telling me to contact the mfg. I sent the mfg., ** *********, an email requesting restitution and they never replied. I feel that B&H has operated deceptively and do not understand why they would not give me a refund. I would appreciate your help.

Desired Settlement: I want to return the defective merchandise and want a complete refund of my $138.76 and return charges paid by B&H Photo.

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

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

On 10/**/14 this customer purchased a VUIPP10VP =  VuPoint Solutions Photo Cube Compact Photo Printer. At the time, our standard return policy was in effect. Our special holiday policy did not go into effect until Nov ***. When this purchase was made there was no mention of a holiday policy anywhere on our site at all.

Our return policy says, "If, for whatever reason, you are dissatisfied with your purchase, you can return it to B&H within 30 days of purchase date ..." Our customer service log for this transaction indicates the customer inquired about returning this product on Nov **, 2014, after our return policy had expired. Since the customer's complaint states this purchase was made, "...as a Christmas gift. It was not opened until December ** and found to be defective," I am confused about his request, more than a month before Christmas, to return this printer.

The customer's printer is under warranty and the customer should reach out to them via ************* or ************* 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 have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 

Per my conversation with *** ******, this complaint has not been resolved. B&H merely said to contact the mfg., ********* *********, which I have attempted twice. I have received no response.  Since the purchase was made from B&H , it seems it is their responsibility to resolve this matter and refund my payment. 

 

Thank you,

 

***** ******

Sent from my iPad

 

 

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: **********

As we have indicated previously we will not refund the customer's money nor will we issue return authorization for the purchased item. If it is defective the customer's recourse is warranty service from the manufacturer whose contact information has already been supplied.
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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:

As I have responded previously, only B&H can refund my purchase price for the defective merchandise they sold me.  This is per the manufacturer, ********* *********.[Your Answer Here]

 

 

 

 

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


Sincerely,

***** ******




 

2/26/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On January *, 2015 I requested an RMA to exchange a camera bag that I had previously purchased through B&H because it was too small and I needed a larger bag. The RMA was approved and I paid for the return shipping. The larger bag I had requested had come in the mail (January **, 2015), only it was not new. It was a previously owned bag with dirt and white hairs all over it. I contacted customer service through email and the representative apologized for the mistake and stated that to make up for the error B&H would ship out a new bag immediately so I wouldn't have to wait for them to receive the used bag I had to ship out before sending the new bag. "Hello , my name is ***** *: Thank you for contacting the Customer Service Department at B&H Photo Video and Pro Audio. I really apologize about that! That should never happen as you ordered a brand new one. Do you want it exchanged for a new one? We will cover the shipping back and forth. 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 ***************************" The representative stated he had requested the bag be shipped out and that I would receive an email confirming shipment of the bag. "I have gone ahead and processed a Return Merchandise Authorization (RMA) for you. Here's how it will work: 1. You will receive your RMA form and return instructions as an attachment in a separate email. 2. Additionally, the RMA email will contain a prepaid *** shipping label. Please print the label and affix it to the outside of the box and drop it off at any *** facility. You may find a *** drop off location at *************************f I requested that we just send you a replacement so you don't need to wait for the exchange process. You can expect to receive a tracking number via email as soon as it ships out. I apologize again for any inconvenience this may have caused you. 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 ***************************" The next day I did not receive any emails, so I contacted customer service again and a different representative replied saying that as soon as the used bag was sent out they would send the replacement. "Hello **** *******, my name is ****** *: You are welcome please let us know when you dropped it off by *** and we will go ahead and reship it for you. Please let us know if you require any further assistance. Thank you, ****** * B&H Photo Video and Pro Audio The Professional's Source. E-Mail Customer Service Department ***************************" Even though that is not what I was told would happen I shipped the bag out as they requested and expected that they would do the same. "Hello ****, my name is *** *: That is still the case as soon as you have sent this back to us we will have a replacement sent out. Please let us know once you have dropped this off at the *** store or given it to a driver. Once the return tracking has updated the replacement will be sent. Please let us know if you require any further assistance. Thank you, *** * B&H Photo Video and Pro Audio The Professional's Source. E-Mail Customer Service Department ***************************" Days passed by and I hadn't received any email confirmation that the new bag had been shipped out. I contacted customer service for a third time, and for a third time I was tossed off to a different customer service rep who told me, I was supposed to confirm with them that I shipped out the used bag and since I did not do so they never shipped out the bag, which I was originally told would be shipped out immediately so that I wouldn't have to wait. "Hello **** *******, my name is ****** *: I am sorry for what appears to be some miscommunication. For us to send a new bag out we needed to know that the one you have was being sent back to us. We never got that confirmation from you. However, I checked when taking care of your most recent email and see that it was coming back to us, actually arrived to us, so I asked out support staff to send the new bag to you. Please allow 1-2 days for it to be sent out to you. I apologize for the inconvenience. Please let us know if you require any further assistance. Thank you, ****** * B&H Photo Video and Pro Audio The Professional's Source. E-Mail Customer Service Department ***************************" "Hello **** *******, my name is *** *.: I'm sorry for our mistake. We weren't clear to you that you need to notify us once it's dropped off at *** so we can then check the tracking. Unfortunately we don't have our system set up to notify us any time there is activity in labels we create. I sincerely apologize for all the trouble. Please let us know if you require any further assistance. Thank you, *** *. B&H Photo Video and Pro Audio The Professional's Source. E-Mail Customer Service Department ***************************" So instead of getting the bag on the ****, I received it January **, 2015. While the waiting due to miscommunication and incorrect information being thrown around by the different customer service reps was frustrating and annoying, the worst part was they had sent me another used bag. This time with the product tags clearly bent and worn through, with scuff marks on the bag. When I contacted them about it, the response I got was: "Hello **** *******, my name is ****** *: Thank you for contacting the Customer Service Department at B&H Photo Video and Pro Audio. I apologize for the inconvenience. Do you want to send it back for a refund? Please let us know if you require any further assistance. Thank you, we appreciate your business." And I tried to post a review outlining my experience, but those reviews have to be "approved" by the B&H staff so of course mine wasn't displayed. I also received an online survey from B&H asking about my experience and I filled it out expressing how I felt, but was never contacted about the issues I had. Previously, I was just shopping around on their website for a camera tripod and complained that some of the information on a few of the products was missing and was contacted immediately about my concerns. A simple thing that's not that big of a deal, but I appreciated the concern. However, when it's a serious matter such as this I just get ignored? Nothing?

Desired Settlement: They should have offered a full refund. At the very least acknowledge their mistake and not have a customer rep who has no idea what's going on send me some generic response saying, sorry do want to send it back?

Business Response: February **, 2015

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

On Nov **, 2014 the customer ordered a LOPM160SG = Lowepro Messenger 160 AW bag. It was delivered Monday,  11/**/2014.
On Jan *, 2015 the customer requested and we emailed return authorization. The customer indicated he wanted to exchange this item for a LOPM200SG = Lowepro Pro Messenger Bag 200 AW.

We received the returned item on Jan **, 2015.

Under ********* on Jan **, 2015 we shipped one LOPM200SG = Lowepro Pro Messenger Bag 200 AW. It was brand new and shipped as we received it from our supplier. It was delivered 1/**/2015. That afternoon we generated and emailed return authorization ********* with a pre-paid *** return label. The customer indicated hewanted to exchange this product for another of the same item. We advised the customer that our standard procedure was to ship the replacement item when the return was delivered to us and processed by our return department. We also advised the customer that as a courtesy we would ship the replacement item as soon as *** could confirm the return was en route to us. The customer did not inform us when the return was handed over to ***. We received the return Jan **, 2015.

Under ********* on Jan **, 2015 we shipped another LOPM200SG = Lowepro Pro Messenger Bag 200 AW. It also was brand new and shipped as we received it from our supplier. It was delivered 1/**/2015. That afternoon the customer informed us that this item also was unacceptible. We asked the customer if he preferred another exchange or a refund or to keep the item he;'d received. There is no indication in the customer service database for this customer that we received his reply.

Unfortunately the Lowepro Pro Messenger Bag 200 AW has been discontinued by the manufacturer and is no longer available. The nearest product from the same brand now available is the LOPM180SG = Lowepro Pro Messenger Bag 180 AW.

The customer's options:
 - Keep the bag he now has and we will issue a $20.00 refund as a courtesy.
 - He can return the bag he has now for a refund.
 - He can return the bag he has now to be exchanged for the Lowepro Pro Messenger Bag 180 AW (or for any other bag we sell from any brand).

The customer can indicate his preference by contacting ***************

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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 information provided by B&H is not an accurate depiction of what happened and completely disregards the statements made by the initial customer service representative of what would and should have happened. When I first contacted customer service I was told that another RMA was created and that a new bag would be sent immediately without any mention of me having to initiate the return by dropping off the old bag and contacting them first. I have already provided the emails from customer service representative, ***** *, with his response of the transaction that was supposed to take place. B&H is also claiming that the bags sent were "brand new" when in fact they were not. As previously stated in the initial complaint, the first *used* bag that was sent had white hairs and dirt all over it. The second *used* bag had scuff marks (visible wear on the plastic name tag holder on the inside), and worn and bent product tags. If I were to try to resell the product on an online store such as ******** I would most certainly not, in good conscience, be able to claim that such a product was "brand new" as B&H so claims. And, even if the products were new as they state and had never before left their warehouse then the state of their products on shelves is less than acceptable. Lastly, B&H did not offer for me to exchange the product (this would have been the second time) when I made my final complaint. Customer service asked me if I wanted a refund and that was it. I do not want B&H's $20 "courtesy" money, nor do I want anything from them at this point. When this first happened I was shocked that a supposedly reputable store would send a once loyal customer a used product, deny it, and then put the blame on the customer. I just want other customers to be aware of this experience that I had. I had previously spent hundreds of dollars on products from their website and would have no reason to file a complaint unless there was genuine wrongdoing.

 

 

 

 

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: **********

Under the circumstances we presume this matter is now concluded.

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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 merchant hasn't been able to provide an appropriate solution to rectify the situation. 

 

 

 

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


Sincerely,

**** *******




 

2/19/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been contacting various companies to remove individuals names and our address from their mailing list, since the individuals no longer preside at our location. Many businesses have accommodated my request , however, various ones such as B & H Photo, indicated to me that they don't have the informatin in there system. I have scanned copies of the catalog page showing the individuals names and the numbers associated with the individual. They inturn sent me an email requesting that I enter the catalog number on the link they have supplied in order to get the contact information removed. However, when I did that the link only accepted one of the numbers. When I forwarded the copies of the scanned catalog, they again sent me the same message requesting that if I wanted the information removed I would have to enter the catalog numbers. These companies are not taking responsiblility for their own actions and I feel this has to stop. There were two large departments at our address and suite number prior to us taking this address. I have kept over 90 pages of documentation and contacted over 185 companies during the past two years to try and get this issue resolved. However, not that it's been over two years, companies are finally taking me serious when I say they haven't been here for over two years. Unfortunately, there are those companies, who have purchased mailing lists and don't want to take responsibility for the individuals and address on the lists and basically say...sorry about your touch luck, but we can't help you.

Desired Settlement: When B & H was contacted I initially tried the website first. I put in, what I thought was the catalog number, although nothing on the address label indicated that. I tried two different numbers that I thoughts would work and only one out of the three were accepted in the system. When I emailed them the copies of the address label where the numbers were located, the customer services individual should have taken the initiative to remove the names from the system with the information supplied to them. Instead, they continue to send me the link to put in the catalog number that didn't accept the number. They need to remove these individuals and our address from all their mailing lists. I dont' have any use for their products, nor do I want to receive any third oarty mail brochures or any information from this company. I want to be reassured that these individuals and our address have been removed from their system. Any assistance, would be greatly appreciated. I thank you for your time in assisting me to get this issue resolved.

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

Complaint #********

B&H Photo cheerfully and speedily honors all requests for removal form a catalog or email mail list. To be removed from a catalog mail list we have ******************************************************** and to change or delete an email subscription we have an "Update email subscription" link in **************************************************.

If someone is unable to use either of those links the relevant unsubscribe information cam be emailed to ****************** and the request will be submitted manually. For a catalog mail list request a legible image of the mail label would be helpful.

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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 potentially satisfactory.  I have attached the information that I want removed from mailing list.  Once that issue has been address, and names and address has been removed, then I will accept the resolution as satisfactory.  Until then the issue will remain open.  I will also submit the information to Henry as requested.

I thank you for your assistance, it is very much appreciated.

Sincerely,

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



 

2/19/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: B & h states that they do not charge you until they ship your item. I purchased an item online January **** 2015. They debited my credit card the same day. Therefore I expected a shipment to arrive at my house.I did not receive anything for weeks and weeks. I tried to call the customer service number, where I was quickly find out that they are open at strangehours. I finally reach someone February ****** who only said they were sorry and there was nothing they could do as far as shipping me the product or granting me a refund. I asked to get a different comparable item sent to me if that one wasn't in stock. And they had no other comparable items in stock whatsoever. I did ask to speak to a **********, and was put on hold for another 20 minutesfinally got the **********s voicemail and left a message.I did waited for return call which I did not receive. I called again on february **** and ask to speak to **********. The ********** told me there was nothing they can do. They would not refund be by buddy. Or provide me with any kind of ship date. I have yet to receive my product or a refund.

Desired Settlement: I wish for the Better Business Bureau to be aware of customer service issues with b&b photo in New York. I have requested a refund through ******. Thank you

Business Response: February **, 2015

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

B&H Photo's site advises, "Credit card customers with billing addresses within the 50 United States will not be charged until the order is processed for shipping..." Non-USA customers using credit cards and all customers using other forms of payment, including ******, are charged when the order is placed.

The customer instructed us to cancel this order. A full refund has already been processed.

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

2/19/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I order product and paid for 2 day delivery on the * ** of February ..arrival suppose to be on *** which isn't 2 day but main issue was when ordering and paying for shipping I assumed that the product would be delivered. Later I notice a thing beside says electronic download so I email them asking about whether it's going to delivered or is it electronic download and if it's electronic download I do not want it. Because if computer problems happen may lose everything I want a disc so I can reload. Plus I wouldn't pay $13 2 day delivery for a bonus disc of extras. I finally got hold of n email and chat room customer servive on * of feb .. Basically they were pretty short said clearly states electronic download and I should have ask before I bought ... And I said I was confused when it asked if I wanted 2 day delivery so I thought I was getting hard disc . They basically said no you're bad you should have ask first before ordering and by the way it was a student purchase that they never even ask anything about whether I was or had kids or anything about student discount ... Bottom line I feel that was deceptive in ordering if it ask if I want 2 day delivery or other shipping options that it could be also shipped to me on a disc and I want full refund I never downloaded the thing and don't understand if I have not downloaded it why I can't get refund .. And feel deceived by that and shipping part unclear had I known it was electronic download I would not purchase it

Desired Settlement: I just want full return on what I ordered sonce it wasnt opened or received o guess you can say and I want them to fix confusion because not everyone is expert at downloads and say clearly what you are getting n how.

Business Response: February *, 2015

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

The customer's complaint is about two issues. He ordered a "What's New in Adobe Photoshop CS6" DVD, which had to be shipped. That is why a shipping fee was applied to the transaction. It has since been refunded under our *********, as a courtesy.

He also ordered  Adobe Photoshop Extended CS6 for Mac and Windows (Single User Educational License) - B&H # ********. This item is featured on our site at *************************************************. There we clearly say, "FOR STUDENTS & EDUCATORS ONLY -- Proof of eligibility MUST be provided prior to using this software." There is a link from there to ************************************************************************ where student edition eligibility conditions are spelled out in detail.

The product information pages advises, "This product must be downloaded from the Manufacturer's website. You should receive the license code to complete your order within 1-3 business days. Orders placed on Weekends or Holidays are processed the next business day."

The customer wrote, "I order product and paid for 2 day delivery on the * ** of February ..arrival suppose to be on *** which isn't 2 day... " We received this order the afternoon of Feb ***. It was shipped Thur Feb ***. Feb *** was in fact two business days -- Friday, 2/* and Monday, 2/*.

The same product information page also says, "Ship Time: Emailed within 1-3 business days - Electronic Download  - Free Expedited Shipping."

Finally, the customer';s request for a refund is denied. Our site says, "Electronic Software Downloads are not returnable or refundable." We paid for this software when we provided the download link to the customer. We cannot be reimbursed for it, whether the customer has used the download link or 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 
mom sure im not only to have issue with this . I ordered on my cell phone which has limited screen ability. I did See electronic download. When I we to purchase this item it asked me how I wanted it shipped. I selected 2 day express which hasn't got here now in 4 days. Besides that Im thinking the whole package was what I was paying for . Turns out its a bonus. No one buys and ships a bonus disc that's supposed to come with package. I have not downloaded the thing. After the next morning reading my confirmation email I not it said electronic download so I ema company and ask about it . I get no response til Sunday 3 days later. I told them if it was electronic download I do not want it .. That simple and do not know why this big company can't give people a full refund on something they did not want and haven't opened...as I've said if I knew it was download only I wou not have bought it ... That's sorry business practice and unacceptable. Very poor customers service and support clearly they out to sale (rip off ) people as long as they get paid  

 * the customers. I can't understand why a big company that touts reputation would do business like that . If you sell anything in your store that you can't get a refund for reasonable reasons you shouldn't sell it don't pass the buck says its a download from Adobe and we don't control it .. If that's the case you shouldn't sell it then make the other company look bad .. Then stop selling it because I'm sure other people have had same issue. Give me my *** money back !

 

 

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 customer's request for a refund is denied. Our site says, "Electronic Software Downloads are not returnable or refundable." We paid for this software when we provided the download link to the customer. We cannot be reimbursed for it, whether the customer has used the download link or not.
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***** ******
B&H Photo-Video

2/5/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered a projector screen for $129.99 and free shipping. after a week past and I still had not received a tracking number i called the company, they now required me to pay $50 for shipping if I wanted to receive the product. This is a case of false advertisement.

Desired Settlement: I want the screen for the agreed upon price and I want the $50 refunded. I am against a deadline and I need the screen so I paid the $50 against my will, but they gave me no option.

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,

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



 

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

This customer purchased a ELM120H =  Elite Screens MANUAL/WHT 120"/16:9 - Max White Screen on January **, 2015. At the time an inadvertent website error, since corrected, had this item coded with a "free shipping" tag. That was an error, which we regret, but an error nevertheless. Our site says, "Prices, specifications, and images are subject to change without notice."

The screen weight is approximately 25.4 lbs. Free shipping for this item is economically unfeasible. It would be in our interest to cancel this order and issue a refund rather than ship the order with no shipping fee. Were the customer to place the same order today his shipping fee options would be:
 - Common Carrier - Curbside Delivery = $176.00, or
 - White Glove - In Home Delivery = $266.00

A screenshot of the relevant page on our site is attached. Under the circumstances, the $50.00 s&h fee charged to the customer (a charge which he agreed to accept) represents a considerable savings for him and a considerable sacrifice for us. We decline to issue the requested refund and consider this matter closed.

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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]

 When I spoke to B&H they will not give me his name it may have been ***** *. yesterday they had agreed it was their fault and agreed to waive the $50 shipping. at approximately 4pm PST  received an email and they went back on their agreement they were not open to contact about the issue. 

 

 

 

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


Sincerely,

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




 

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

The $50.00 s&h fee was applied when the customer agreed to allow us to apply it. The customer has two choices -- let the order proceed as is, or cancel it.

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

1/29/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My husband and sister-in-law purchased a camera for me for my Birthday in May 2014. From day one the camera never worked. When I contacted B&H they told me I needed to send it to ********* to get the problem fixed. After sending it to ********* three times, the problem was never fixed and I was told there was nothing else that could be done. I contacted B&H again and they told me that I needed to go through ****** *****. I have sent the camera three times to ****** ***** and they are telling me they will only give me $100 back on the $220 camera. We called B&H again and they told us because we are past the 30 days, they can do nothing and we have to stick with the camera that has never worked.

Desired Settlement: I would like the camera to be exchanged for a new one or a full refund of our money.

Business Response: January **, 2015

BBB Complaint #********
B&H Web No: ********** on 04/**/14

This customer purchased a ********* DMC-LZ40 digital camera on April **, 2014. *** reports it was delivered 04/**/2014. With the camera the customer purchased a 2-year *********** RD-DC0249N2A warranty covering new cameras priced at $200-249.99.

B&H Photo-Video has a 30-day return policy time limit. The camera came with a 1-year limited warranty from ********* USA in addition to the *********** coverage.

The first customer service entry we have recorded after this transaction was fulfilled is dated 07-**-14, long after the expiration of our return policy. During the first year of ownership the customer's recourse is with the ********* warranty. Thereafter it is with ***********. B&H will not issue return authorization for this camera at this late date nor will we consider a refund or store credit.


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

1/20/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: The buyer provided the correct shipping address to the seller during the online purchase. The seller mailed the item to a wrong address which they said was provided by ******. The buyer immediately called the seller for their mistake and the seller requested the buyer to wait for 8 business days before they would guarantee to either refund or send a new item. After 8 business days, the seller refused to do anything even if the buyer had the complete record of the communication which includes the seller's refund promise. This seller did steal money from the customer by providing fake information.

Desired Settlement: Refund the item which was never delivered to the customer.

Business Response: January **, 2015

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

B&H Photo processed and shipped this transaction as we received it. In an effort to accommodate the customer we have offered to sell him a second of the same product at a 50% discount, a resolution we believe to be more than fair and equitable under the circumstances.


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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 failed to ship the item to the address which was given by the customer during the purchase. Instead they shipped the item to a wrong address with a wrong receiver name. They once guaranteed that after 8 business days, they would give the customer a refund but failed to do so. The following is the communication between the customer and B&H.
 
*** **** **** ********* ** ***** ** ********* ******* *** ******* ** * ***** ******** ***** ** ***** ********* ** **** ** ***** ** *** * **** ** **** ** ****** **** ****** **** ** * *** ******* ** ***** ******* ** **** ******** ***** ** ********* ** *** ******** *********** **** ******* *** ********* *** ****** **** ****** *** ** ******** **** **** ********  ********* * ****** *** ********** **** **** **** *** *** ******** *** ******** ********* *** *** ****** **** *** ********** ***** ** ********* ** *** **** ********* ** ** **** ********* * **** *** **** ***** *** **** *** ****** * ***** **** *** *** *** **** ******** ********* **** ** *** ***** **** * ****** ********* **** *** ***** ** ** ***** **** *** ******* *** **** ****** ** **** *********** *** ********* ** *** ***** ** *** *** **** ** ****** **** ******* ** **** ****** ******** ********* *** *** ******* *** ** *** ********* ** ****** *** ***** *** ******* *** ***** ** *** ******* *** ****** **** *** *** **** ** ***** **** *** ********* ** **** ******** ** *** **** ** *** *** ***** *** ******* ** **** ** **** **** * ***** **** **** ********* ****** **** *** ***** **** *** ********* ** ****** * ****** ***** **** **** ********* ** *** ********** ***** ** * *** *** **** ******* ********* ** ** ***** *** ***** ** * ******* ******* ** **** * ***** ********* * ***** **** *** **** **** ***** *** ** ********* * **** ** ****** *** * ******* ***** ** * ***** *** **** *** ******** **** ** ** ********** ***** ** ** **** ***** *** ** **** ** ** **** **** ************ ********* ** *** ******* ****** ** ****** *** * ***** ******* *** ****** **** *** ***** ** ********* ***** ** *** ********* ** ** ** *********** ** * ****** ******* *** ******** * *** *** *** ***** ***** ***** ** **** **** *** ***** ** ********* ** *** ****** ****** *** ***** ** ***** * ******* ********* ****** ***** ** ** ***** ******** **** * *** **** *** **** ****** ********* **** ** *** *** ****** ***** **** ***** ** ***** *** *** ******** ** **** **** **** ** ********** ****** *** ** * ********* **** * ********* **** ********* *** *** **** ******* *** ******

 

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






 

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

B&H Photo processed and shipped this transaction as we received it. In an effort to accommodate the customer we have offered to sell him a second
of the same product at a 50% discount, a resolution we believe to be more than fair and equitable under the circumstances.

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

1/20/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered 2 everfocus cameras which cost ~ $1200 which i ended up not being able to use. I returned the cameras (within the return period) and they were delivered back with tracking showing that they arrived 12/**/14. I have still not received a refund on my amex. I have called 5 times and no resolution. Everytime I am told something else. This is unexceptable.

Desired Settlement: I would like this documented on the BBB website as a legitimate complaint. I would like a full refund with interest. I will also be disputing this with AMEX and will never shop at B+H again!

Business Response: January **, 2015

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

This customer ordered two (2) EVEZN3340 EverFocus EZN3340 HD Outdoor IR Bullet Network Cameras. They are clearly marked "Special order," on our website. Special order items cannot be cancelled, returned or refunded under usual circumstances. Despite that when the customer requested return authorization we sought the same from our vendor.

We recently received their permission to return these cameras. Under B&H ********* the refund the customer requested has been issued.

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






1/15/2015 Problems with Product/Service | Complaint Details Unavailable
1/15/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On 1/**/15, I purchased a Sunpak UltraPRO 423 Tripod from **************** *ia ****** for $67. The item was bought and PAID for. While waiting for the item to be shipped, **************** sent me an email, claiming they no longer have the item 'in stock' and are cancelling the order. Verifying the availability of this item myself, I discovered that **************** does have several Sunpak UltraPRO 423 Tripods available and is NOT 'out of stock'. If fact, this item is available for sale by either **************** or by their phone sales. **************** is now offering me the same item for $129 and will NOT honor the original price on listed for sale on ******.

Desired Settlement: Send me the item that you advertised and that I paid for. **************** sold me merchandise and will now not honor that sale.

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

BBB Complaint #********

The customer's complaint states, "On 1/**/15, I purchased a Sunpak UltraPRO 423 Tripod from **************** *ia ****** for $67." B&H does not sell through ****** and has never sold through ******. The customer said his order number was *******************. This is not a B&H Photo order number, nor is it a B&H customer code. Further, I checked our entire customer database and cannot find ANY recent transaction which bears any resemblance to the order the customer described and cannot find a customer whose email address is ********************* with an order more recent than 2010.

This purchase has nothing to do with B&H Photo.

We do have the Sunpak UltraPRO 423 Carbon Fiber Tripod with Pistol Grip Ball Head - B&H # ******** in stock for $149.95. See **************************************************. We would be happy to sell one to this 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# ********, and have determined that my complaint has NOT been resolved because:

 

We have an ****** seller going by the name of ******************* - ******************* is committed to providing each customer with the highest
standard of customer service.

We need to get ****** involved to disclose this information.

 

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


Sincerely,

****** ****




 

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

BBB Complaint #********

Wherever this transaction originated it had and has nothing to do with B&H Photo-Video. The customer's recource is via ******'s complaint process.


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

Consumer Response: Better Business Bureau:

We have an imposture selling merchandise on ********** who is going by the name of BHphotovideo.    ****** is aware of the situation.   Please accept my applogies.

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,
****** ****



 

1/8/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Please note: I have several problems with this company, however, your system only allows for 1 primary choice, So, I chose what is listed in the box. I purchased a DJI Phantom 2 Bundle W/GPPro Cam.2.4 BTGS/HRD (DJP2GGCBHCK) for $ 2,529.50 from B&H Photo/Video's web site on 12/**/2014. One problem is: as I read the advertisement which read: NEW - ready to fly out of box w/minor assembly i.e. propeller attachment, monitor attachment, and GoPro Camera attachment, which I was okay with, however, when I received my item and after examining it I noticed that the DJI 3-Axis High Performance Gimbal had no bracket to hold the GoPro Camera in place. I searched all boxes and found no Gimbal bracket. Thus, the choice chosen: product defective. In addition, the item I purchased is not ready to fly out of box as advertised, which this company has mislead me to understand or have deceived me, with false advertisement, which is a federal offence and liable or subject to fines and punishment. Which if this issue is not rectified to my satisfaction is will follow thought with legal charges. Equally important, my item i.e. Phantom 2 Drone DID NOT have the identification number or ID number, registration number, or DVD that is required for registration with the DJI company after purchase, to include filing legal utilization of operation of the drone with the FAA, which as a film and video production company ******************* need to do, so I have no issues with the law, State or Federal when I fly my drone. According to the DJI web site these items are included in the box with the drone. Thus, I CAN NOT fly and therefore use my purchased item, which was advertised as "READY TO FLY OUT OF BOX". which is another misconception of advertisement, and product purchased defective. Lastly, the item in question has two gray wires that are exposed sticking out towards the right side of the aircraft, and are not attached to anything other than the little black box the gray wires originate from which is an electrical hazard, placing and causing the aircraft to be in a state of vulnerability of operation, which the FAA will not approve after filing for exemption to regulations. Finally, there is no instructional information about the pre-assembly operations that have been done to the aircraft, or any instructional information about any other items within the kit. This has all lead me to conclude, and I think you would agree this company has mislead me via advertisement and product purchased is defective. Moreover, I am left with the understanding that the item I purchased is a USED ITEM and IS NOT WHAT THIS COMPANY HAS IDENTIFIED IT TO BE WHICH IS NEW, and therefore has priced and charged me full price for a used item, instead of charging half-price for a used item. I do not understand how and why this company has maintained an A+ BBB rating with many other complaints against it, which is misleading within this rating. Do not misunderstand me I think the BBB is a very good resource for the consumer and therefore the public at large. However, something is not correct.

Desired Settlement: One: the original product's DJI Phantom 2 registration numbers and DVD which is included in the box after purchasing the DJI aircraft and is identified in and from the DJI web site. Two: the DJI 3-Axis High Performance Gimbal bracket which is missing from this kit. Three: a refund of half the full purchase price I was charged for this kit, which totals: $ 1,264.50 to my credit card via PayPal which is the resource I used to purchased this item. I WILL NOT ACCEPT STORE CREDIT IN RETURN.

Business Response: January *, 2015

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

We appreciate this customer's order and regret his dissatisfaction. The DJI products he received were shipped to him new and unopened as we received them from DJI. All were brand new and untouched.

If the customer wishes we will gladly issue return authorization and a pre-paid *** return label and either replace the ordered item or issue a refund when we receive and process the return, per his preference.

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

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. Please note: I will be only sending back the following items for return and new replacement: DJI Phantom 2 Drone serial #: **************; DJI 3-Axis High Performance Gimbal Serial #: **************; DJI IOSD Mini - On Screen Display Serial #: *************9; and DJI 5.8GHZ Video Kit.  All other items I will not be returning because they where all in their original factory sealed packages.  Plus, they are not of my complaint, just the items that I am returning for new replacement is of my dissatisfaction which I seek rectification.  Please, inform me further if this will be satisfactory for B&H.  I ask because their return policy states NO RETURNS ON ITEMS ALTERED. If this is the case I than find B&H's previous response null and void.            

Sincerely,

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



 

12/25/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered downloadable software from said company online. It was supposed to be delivered via email within minutes, but it was stated that it could take up to 12 hours which was fine. I never received the email with the link to download the software (it has almost been 3 weeks). After a few calls to the company my issue has not been resolved. The customer service reps either say the the email will be resent, or they take my contact information saying that another department is going to call me (no one has contacted me). I do not know what the problem is because I have received other emails from them, including (ironically) a follow-up satisfaction survey.

Desired Settlement: I feel that I should receive a full refund. The bottom line is that I never received the product, it is unacceptable to steal money.

Business Response: December *, 2014

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

We appreciate this customer's order. The download was sent Nov **, 2014 and our vendor confirmed it was not returned nor did their email to the customer bounce. At this point we presume it is caught in the customer's spam filter or anti-virus 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:

The company refuses to take ownership of the problem. They can claim that it was sent all they want, the fact of the matter is that I never received the link to download the software that I purchased (and no it never showed up in my spam folder). The company has not once offered a solution to the issue, all they do is pass the blame. I am asking for a refund for a product that was never received I don't feel that my request is unreasonable by any stretch of the imagination. 

 

 

 

 

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


Sincerely,

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




 

Business Response: Dec **, 2014

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

A copy of the email originally sent to the customer is attached.

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

12/16/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered a video splitter from B&H on Nov.**, 2014. Under (B&H) their terms of "Special Order" means the product is non-returnable/refundable. "Special Order" should also really mean "Out of Stock". It has taken over 4+weeks (and I'm still waiting for the product). If i had known that "Special Order" truly means out of stock, I would have gone to another vendor that has a more truthful advertisement in their website, showing that it is in stock. Now, I can't return it or get a refund because the product falls under "Special Order". What is a reasonable timeframe that B&H should just give up and say they don't have the product and refund my order in a honorable way.

Desired Settlement: Since I have not received the product and it's taken over 4+weeks for an undelivered product, I want a full refund.

Business Response: December*, 2014

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

We appreciate the customer's order and regret the unanticipated delay. The item will be cancelled from this order and a refund will be issued to the customer's **** account.

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

12/11/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: i purchased an *** Bag Invoice # ********** on 12/**/14 and received a different *** bag same color, brand new but smaller than my desired bag. I promptly called, sent the item back for refund. Five days later I receive a brief one sentence email stating "Hi good afternoon,As per my manager we have checked our cameras and we have confirmed that we shipped you the correct item." unfortunately that is not true or at least I didn't receive what I ordered.

Desired Settlement: I want my refund it is isn't fair that I have to pay for a mistake.

Business Response: December**, 2014

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

This customer ordered a ONONA024LDB = *** Prince Street Camera Messenger Bag (Dark Truffle). We now believe the bag we shipped was the ONONA014LDB = *** Bowery Camera Bag (Leather, Dark Truffle). On December*, 2014 we issued and emailed return authorization***-***-****with a pre-paid *** return label. We have since received the return and will ship the bag the customer originally ordered today.

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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 appreciate the new response from B&H, but I much prefer a refund at this point and not another bag. Thank you

 

 

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


Sincerely,

***** *****




 

Business Response: December**, 2014

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

It would have been so much simpler had the customer simply emailed our customer service department directly. Now, we see a chain from the customer to the BBB, from the BBB to me, from me to customer service, from me to the BBB and from the BBB back to the customer.

A 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 find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

***** *****



  The customer(I) did communicate with B&H customer care first, (please read initial statement). I received a simple response from your customer service dept stating "no refund will be given & we did nothing in error". I immediately took steps to protect myself, the customer. I do not believe a resolution would of happened at lease not in a timely manner. Contacting BBB expedited and insured my voice was heard. You (B&H) received my return 12/*/14 it has been five business days, your resolution was not sufficient and I recommend anyone to take steps as I have. Thank you for your time.   

12/10/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Ttransaction-Order #***********, which was shipped on tracking number *********. My TV has been sitting on a Dock since late last week. The shipper is unable to deliver, or have me pick the item up, as they have not recieved a BOL from B&H. 7 Phone calls to the shipper, who even patched in ********, found we are in limbo until they recieve a BOL. I tried the chat on B&H, and it was unavailable, I called twice and was told it would be resolved shortly-and still it is sitting on the dock-and can not be scheduled for a delivery until B&H gets them a BOL. I sent B&H an email with all the info, and still nothing has changed. I offered to print my reciept, my tracking info, and bring in a copy of the charge on my debt card, and still the shipper can not do anything until B&H responds. This is beyond frustrating, we can't seem to get any action or resolution from B&H

Desired Settlement: I would like B&H to get the BOL issued and in ***'s hands so I can get my TV deliveried by tomorrow.

Business Response: December*, 2014

BBB #********
B&H Web No: **********

We regret and apologize for any inconvenience this customer has experienced. A copy of the necessary bill of lading is attached. It has already been emailed to the shipper.

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

11/25/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: B&H Photo Video refuses to honor an RMA return that is made beyond 30 days. This is concerning an order that was placed on September*, 2014 for $399.99 for GOH3PBEA. See order#: **********. However, per *****, the bank in question: "If you are dissatisfied with the good or services that you have purchased with your credit card, and you have tried in good faith to correct the problem with the merchant, you may have the right not to pay the remaining amount due on the purchase." I am demanding that B&H issue a refund as a concession for this item. It is new, sealed, and never used. It has never been opened. It is not needed. I don't appreciate B&H's stubbornness concerning returns given that I do have charge-back rights that extend beyond the first 30 days.

Desired Settlement: Please issue an RMA number so that this sealed item with order number ********** can be returned for a full refund. The serial numbers match. This item has not been swapped. I just simply do not need it. I would be very much appreciative if B&H could offer me this concession. Because once this takes place, I will drop the charge-back. And therefore the charge-back will not count against you..as far as I can tell. I will carefully pack this sealed item and return it via ***** and with shipping insurance in case it is damaged during transit.

Business Response: Nov**, 2014

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

There is no indication in our customer service og for this transaction we ever received a request for return authorization from this customer. To date we have not received notice of any chargeback. Since the ordered merchandise was delivered on time and is now in the customer's possession his chargeback would be contested and ultimately denied.

In order to satisfy this customer's "demand," we have issued and emailed return authorization *********. We will issue the refund when we receive and have processed the return.

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

11/24/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I placed an order over the telephone. I ordered a set of speakers for an AT-LP60 Audio Technica Record Player. When I received my e-mail confirmation it listed a CD Boombox. I immediately called and told them to cancel the order and refund the money immediately. They didn't do this. They followed the regular process which takes 3-5 days to get back into my account. When I called my Bank to check if the money had been refunded they said no that B&H Video would have to call them the day the order was placed and give them the Authorization number for the Bank Transaction for the funds to get back into my account same day. B&H Video refused to do this. This was my first order with B&H Video and my last order with them.

Desired Settlement: I want the money back in my account by******, November**, 2014. I also expect some type of compensation in addition to the refund.

Business Response: November**, 2014

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

We appreciate this customer's order and regret what seems to have been our sales associate's error. We received this order 11/**/14 at ******* *** and, per the customer's request, issued a refund ****** *** the same day. Once we transmit refund instructions to our bank the length of time before the customer's bank will confirm the refund to the customer is entirely out of our control. While banks will routinely transfer mioney from a customer to a retailer immediately, federal UCC rules permit banks to be much slower when the transfer of funds goes from the retailer to the customer. Retailers have no control or influence over this process and can do nothing to quicken it.

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

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

Additional Notes

Complaint: Was searching for a product online. Found that B&H had the best price for a RapcoHorizon *********** at $49.26. I took a screen shot of the information. When I went to the website, the site displayed that price and then as I was trying to check-out, the screen refreshed to increase to match the price of $57.95 which was the exact price of their competitors without providing a message or warning.

Desired Settlement: Match the original price that I was trying to check out and refund the difference.

Business Response: November *, 2014

Complaint #********

We appreciate the customer's interest in B&H and regret his confusion. The screenshot he supplied is not ours, nor is it legitimate in any way. The ONLY place a customer can rely on for accurate product, price and availability information about any item we sell is via our own website.

The item he seeks is this:

RapcoHorizon LTIGLBLOX Laptop Interface with Ground Lift
B&H # *********** Mfr # *********

It is on our site at *************************************************. The price at this time is $57.95.

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

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

Additional Notes

Complaint: B&H agreed to exchange product. Upon return of product, B&H then refused to exchange product. B&H then offered to provide quote for repairs. Quote for repairs was excessive and was declined by myself. I then asked for the return of my product. B&H has now had my item in their possession for almost 3 months. It has been one week since I asked for this item to be returned. I have sent multiple emails to customer service asking for the item to be returned and have not received notice of when I will receive this item back.

Desired Settlement: Either replace, repair or return my item. B&H should not have issued an RMA if they did not plan to honor it. Three months without the item that I purchased is an unreasonable amount of time.

Business Response: October **, 2014

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

Per the customer's instruction the urepaired unit is being returned to him this week. *** package tracking information will be emailed to him as soon as it becomes available.

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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:

B&H Photo has not returned DJI Phantom as promised. The standard response seems to be "We are sorry for the delay" but nobody has followed through with any actions. It has now been almost 2 weeks since I asked to have my item returned to me and it has been in B&H Photo's possession now for almost 3 months. There has been nothing but broken promises and delays for the past 90 days. I would like my merchandise returned to me now.

 

 

 

 

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


Sincerely,

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




 

Business Response: November *, 2014

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

As has been communicated to the customer, the drone was shipped back to the original shipping address attached to his order. It was shipped Oct **, 2014 under *** # ****************** and delivered Nov *, 2014. Proof of delivery is attached.

After providing this information the customer claimed he had asked us to ship his merchandise back to the bill-to address, not the original ship-to address. We do not have any evidence of this request but are attempting to have *** retrieve the package and reship it to the customer's bill-to address.

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

11/6/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: When I put into ****** and searched for a TV it came up with a list of companies and their prices. I saw a great price that was an ad that would link me to their company, which is why I decided to go through their company and buy it. In the past I had bought many things from their company. When I mentioned the incorrect pricing, they said they had nothing to do with that and could not honor it, but I had proof and mentioned it. I even sent the image. They said they would look into it. However, I felt very insulted as I had in the past bought a fair amount of items and thought I would be a valuable customer. Either way when I asked they speak to their ******* to honor the pricing I sent them the information so they could look into it. Today, I got a quote but they would not honor it, they gave a small discount, but it looks like they might have had something to do with it because the amount was taken down on ******. I only ask that they honor the pricing that was seen on the web that was advertised by their company. If not, I would like to file a complaint. To me it is unheard of for companies nowadays to not honor a misrepresented price whether it be accident or website error, etc. Especially, as well most companies try to honor discounts for their customers that are reoccurring.

Desired Settlement: For them to honor the pricing I saw listed on the ad.

Business Response: ******* *** ****
Based on the customer's comment it seems he wants to buy a Sony W600B Series 40" Full HD Smart LED TV (our SOKDL40W600B). We feature this item on our site at **************************************************.

Our site is the ONLY reliable source for our prices and product availability. While I have not seen the ad the customer saw, I know from too many prior experiences that ******'s ads are inaccurate more often than not and regularly feature incorrect price information in particular. They are not B&H ads and we are not responsible for the content or any inaccuracy.

The Sony W600B Series 40" Full HD Smart LED TV (our SOKDL40W600B) is priced at $478.00 today, a price which includes a $200.00 "instant savings" opportunity. Freee shipping is also available to any address within the "lower-48" states, excepting PO boxes.

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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 believe that an ad is placed by a SEO website design team employed by the company it is working for.

SEO (As an Internet marketing strategy, SEO considers how search engines work, what people search for, the actual search terms or keywords typed into search engines and which search engines are preferred by their targeted audience. Optimizing a website may involve editing its content, HTML and associated coding to both increase its relevance to specific keywords and to remove barriers to the indexing activities of search engines. Promoting a site to increase the number of backlinks, or inbound links, is another SEO tactic.The plural of the abbreviation SEO can also refer to "search engine optimizers", those who provide SEO services."


As attached, I saw the $448 ad, which I attached above from the day I ******* searched and asked the company to honor that price. I believe that is involved by the company because the next day I searched it was taken down. I had never reached out to ****** so someone from B&H would have to change it. I don't know how it could magically disappear.
 
I understand the company's response, however I feel that in a day in age where many people try to stay loyal to their customers fighting over a $30 pricing mistake is pretty hard to believe when in the past I have spent thousands of dollars through them.

?

 

 

 

 

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


Sincerely,

******* **




 

Business Response:

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

The customer wrote, "...the case can be considered closed." We agree. The case is closed.

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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,

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




 

11/5/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a laptop in Dec 2012 with a 3 year warranty. The laptop stopped working in March 2014. I sent it in to the warranty for repairs in May 2014 and I was very displeased with the service i received. - My laptop stopped working again a few weeks after receiving it back from the warranty - The warranty did not communicate what was wrong with the laptop - My laptop was returned with scratches - The box to my laptop was thrown in the trash by the warranty After expressing my distrust about the warranty, I was told that I can take my computer to any repair shop and get reimburse, with approval. I was told a representative would respond back to me with my concerns. After waiting 3 months for a reply, I paid out of pocket to have my laptop fix. I called the warranty today and asked for a full refund of $159.99 for my warranty purchase because the service was very poor and the warranty is of no benefit to me. I was told that i would get a call back again from a **********. I told them that I was still waiting for a call back from August 2014.

Desired Settlement: I do not want to be reimburse for the repair I paid outside of the warranty. I want a refund for the amount of the warranty of the laptop [that is still current], and I want a refund for any other product that was purchase after the laptop with the same warranty.

Business Response: October **, 2014

BBB complaint #********
B&H Web No: **********, dated 12/**/12

We regret the customer's dissatisfaction. Her order comprised a Sony VAIO E Series 17 SVE17122CXB 17.3" Notebook Computer (our SOE17122CXB) and a Squaretrade three (3) year warranty (************).
The customer wrote, "I want a refund for the amount of the warranty of the laptop [that is still current], and I want a refund for any other product that was purchase after the laptop with the same warranty."

The Sony notebook computer is the only product covered by the warranty. Since one year remains of the three year coverage we are issuing an electronigc gift card in the amount of $50.00, which represents approximately one-third of the original purchase price of the warranty. This is the amount of the warranty of the laptop [that is still current].

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

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

Additional Notes

Complaint: In early August I paid BH the full amount for quote *********. One of the two items in the order sold out (SHANI104HC) and was promised to ship by the end of August. The date came and the item was never restocked and a new date of January 2015 was posted on their website. During that time I was desperate to get a replacement product for the SHANI104HC and service representative ****** ******* suggested and confirmed in writing ordering part# HDMI-SET-3. The website back then listed the item as a 4 channel HDMI distribution system using UTP cable. It also mentioned it came with one distribution amplifier and four UTP long range receivers which is pretty much the same functionality as the original SHANI104HC I ordered and paid for back in August. After confirming the replacement model was functionality-wise exactly the same as the original back ordered model I decided to order that part. The product arrived on September the **** 2014 via nextday delivery. The product recieved did not matched at all to what the website description said nor what the website advertised. I inmediatly contacted BH to report the discrepancy and my urgency to either receive was promised or return the items for full credit. A few days later the original product (SHANI104HC) was back in stock, but since part of my funds where applied to purchase the replacement suggestion I was with not enough funds to buy the right product. Up until this date, BH shipped 9 out of 26 (SHANI104HC) using my remaining credit. Since August the ****, no one has given me straight answer in what to do with the erroneous shipment to recover my funds and finally order the correct model I paid for. The case has been handle by multiple persons without any avail. We are re-sellers in Mexico and promised these goods to our customer months ago. Our customer have been penalizing us weekly for not delivering the equipment. All I ask for is for BH to acknowledge the made the mistake and correct it right away but so far the one being penalized it´s me. Also to answer my multiple emails asking for updates after several days of zero contact. It´s been over three weeks since BH is keeping me waiting for a Return Authorization for the product they erroneously deliver.

Desired Settlement: Send RA# for incorrect order with prepaid label and ship 17 SHANI104HC next day air to our freight forwarder address in ******** **

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

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

The customer's order history is as follows:

Order ********* dated 08/**/14.
Five SHANI0102HC = Shinybow ANI-0102HC 1x2 HDMI Splitter Distribution Amplifier Extender shipped.
SHANI0104HC = Shinybow ANI-0104HC 1x4 HDMI Splitter Distribution Amplifier Extender. Cancelled and store credit  = 5382.00 issued.

*********  09/**/14
26 APHDMISET3 = Apantac HDMI-1E Extender & HDMI-SR Short Range Receiver ordered. Return authorization RMA# *********** from the vendor was emailed to the customer on Oct **, 2014.

*********  09/**/14
Internal bookkeeping adjustment.

*********  09/**/14
Store credit in the amount 2093.00
 
*********  09/**/14 is a quote, not an order
*********  09/**/14 is a quote, not an order.

*********  09/**/14
Nine SHANI0104HC = Shinybow ANI-0104HC 1x4 HDMI Splitter Distribution Amplifier Extender shipped Sept **, 2014.

From the customer's lengthy narrative I am not sure what items or refunds remain outstanding. Our customer service department at ************** will be happy to assist him.

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

10/30/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On Oct *, 2014, I purchased an MBOX Pro + Pro Tools 11 bundle. One of the appealing things about this purchase was that they were offering a copy of Isotope 3 audio repair software. When my order arrived the Isotope software did not arrive. I tried resolving this with them and got nowhere. First response was that they looked back and saw no promotion like that and asked did I have a screen shot. Why would I screen shot a promotion if I just asked about it with their online sale rep???? I pressed further. Second response was that the promotion had been discontinued. Still I pressed because now their story doesn't add up. If it was discontinued it should have been taken off the website. If it was never a promotion, how would I have known about it???? I even spoke with a representative via chat before ordering to confirm that this came with the purchase. Third response offered to let me return the rest of the order for a refund. This does not meet my needs in that the other software has been installed, accounts have been created and I cannot afford further downtown at work.

Desired Settlement: If the software cannot be delivered, I would at least like a store credit for equal value of the advertised software. I do not think that is unreasonable!

Business Response: October **, 2014

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

Under our order ********* the current version of the software, an electronic download, is being sent to the customer.

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

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. Once the software is received I will consider matter resolved.

Sincerely,

**** *****



 

10/28/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I placed an order on the **** of September through the B&H Website, and it STILL has not been shipped! I am aware that B&H is closed for the Sukkos Holiday, but it is absolutely unacceptable to wait an entire MONTH before receiving an ordered item that showed as in stock and ready to be shipped! There has been no e-mail sent to me telling me my order would be severely delayed. I am quite displeased with how this this order has gone. What if I want to add a protection plan on the item? What if I need to return it? The time I have to decide on these things is almost GONE by the time it is going to arrive at my house, If it ever even does show up! Why was it not shipped BEFORE Sukkos? What sort of compensation is there, if any, for my having to wait so ridiculously long? B&H claims on their website that all orders placed before October *** were shipped before the holiday, but this is obviously not true because there is NO tracking information on my order and it has NOT arrived. I am a photography student and professional. My entire livelihood revolves around photo products I order online, and having to wait this long for an item I expected within a week hurts me in a very monetary way!

Desired Settlement: I need the ordered item delivered as soon as physically possible! The ordered item is to color correct the monitors I currently own and I absolutely NEED to get the color accuracy on my monitors fixed immediately! I also want some form of compensation for the ridiculous amount of time I've had to wait! I go through B&H Photo because they are a company that I felt up to this point understood the finer points of shipping sensitive photo equipment, but if there is no compensation to be had then I want a full refund and I'll take my business elsewhere immediately and indefinitely.

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

We appreciate this customer's order and regret the unforeseeable delay. The vendor recently altered their product codes for the components of the ordered kit and we have to make an adjustment to this transaction manually. We are doing so today and will ship this item as quickly as we are able to do so.

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

10/24/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered an aerial drone for the recording of video from B&H. After receiving the item, I took it out to take a test flight. The controller lost radio frequency immediately from the unit and the unit crashed, permanently damaging the drone. I filed complaint with B&H about receiving a faulty unit. It has taken over 6 weeks to get a solid response and last night, they indicated that they could find no problem with the unit, which is impossible as I still have it in my possession. Basically, they sold me a product that did not work as specified, or they sold me a defective unit.

Desired Settlement: I honestly just want B&H to make this right. I ordered about $6,000 worth of merchandise from them on this order. Only one piece of equipment (the drone - $1,000) was faulty. I'm really disappointed in their service. I am requesting either a full refund for the defective unit, B&H credit, or in the very least - an operational unit that works as indicated (replacement).

Business Response: October **, 2014

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

This customer placed an order on 9/*/14 for several items including:

DJP2 = DJI Pnantom 2 Quadcopter
DJ3AHPG =  DJI Zenmuse H3-3D 3-Axis Gimbal for GoPro HERO3/3+/4 (for Phantom 2)

On 9/**/14 the customer advised one or both of these items either crashed because they were defective or became damaged and defective as the result of a crash. We have no way now of ascertaining which, but if the items were damaged in a crash caused by operator error, neither our return policy nor the manufacturer's warranty would apply.

On 10/**/14 we emailed return authorization ********* with a pre-paid *** return label. When we receive and process the customer's return we will ship replacement merchandise to the customer.

--
***** ******
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.  Once a replacement unit has been sent, I will consider the matter resolved.

Sincerely,

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



 

10/21/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased the Optoma Technology BL-FS300C Replacement Lamp to replace the one I have that is currently no longer working. I received the item and correctly installed it into my projector. This did not fix the issue with the projector as I now find out that it was a temperature sensor causing the malfunction. I reached out to B&H to return this item and they told me it was a "consumable item" that did not allow for returns. There was no where on the product's page, in the box shipped to me, or during the checkout that stated this was a consumable item or that it was non-returnable. Also, on their return page, it has the following: No Return/Exchange on the following: TVs, combos and monitors 37" and larger once any of the packaging has been opened. Computers and Computer Software, once any of the manufacturer's packaging has been opened. Electronic Software Downloads are not returnable or refundable. All consumable items (e.g., film, tapes, paper, bulbs, CD, DVDs, etc.) once unwrapped. Any computers built or modified by B&H to customer's specifications. Special Order merchandise or any item indicated on the website as non-returnable. Underwater equipment that has been submerged. Educational tapes and books once unwrapped. B&H Gift Cards are redeemable for merchandise only and may not be redeemed for cash. No where in this list does it entail a replacement LAMP. It simply states (e.g., film, tapes, paper, bulbs, CD, DVDs, etc.), which leaves "etc" to be assumed by the customer. If they created a list of non-returnable items or simply placed on that particular product page that it was non-returnable, I would have no issue. Why am I left to assume that this item can/can't be returned? Are they saying that I can't return this projector lamp but I can return a desk lamp? After conversing them times via email, I was responded to by 5 different people each with a different reason why I could not return them; which none of them were valid. There return policy needs to be written much clearer because currently it leaves a lot up to assumption, which can cause frustration; especially when I spent close to $250 to find out it did not fix the solution and I would be stuck with it.

Desired Settlement: I would like a refund for this item due to my reasons listed above, preferably the full amount back to my credit card; however, I understand if a restocking fee must be added or store credit must be issued. I asked for any of these options and have received nothing and feel as though pointing out this loophole in your system should be acknowledged and compensated for to prevent any future return issues. Thank you.

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

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

This customer bought a OPBLFS300C = Optoma Technology BL-FS300C Replacement Lamp. It is a non-returnable item. As he himself noted, our return policy states, "No Return/Exchange on the following: ... All consumable items (e.g., film, tapes, paper, bulbs, CD, DVDs, etc.) once unwrapped." I should not have to point out that bulb and lamp are interchangeable synonyms. The item cannot be returned.

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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:

Henry stated that bulbs and lamps are interchangeable synonyms. Is that the case with this item: ***************************************************************************************** ?

This is a desk LAMP that I would assume would be returnable if I was unsatisfied with it. How can these two items both be LAMPS and yet one can be returned at the other can't? Especially when neither of them are marked as a consumable item or a non-returnable item.
 

 


Sincerely,

**** ******




 

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

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

This customer bought a OPBLFS300C = Optoma Technology BL-FS300C Replacement Lamp. It is a non-returnable item. As he himself noted, our return policy states, "No Return/Exchange on the following: ... All consumable items (e.g., film, tapes, paper, bulbs, CD, DVDs, etc.) once unwrapped." I should not have to point out that bulb and lamp are interchangeable synonyms. The customer's reply not withstanding, the item cannot be returned.

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

10/3/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I placed an order with BM H photo for two memory cards for my camera. They were supposed to be a double pack of Lexar 64 GB. I also expected delivery on Wednesday but they came on Thursday. No problem with the delivery. The problem was when I got my package I received a San disk 16 GB memory card instead. It is on their website for $11.95. That is not what I ordered. I call them. This guy in their customer service never apologized and wants to send me a return label so I can send this $11.95 card back to them. What a hassle. They should've sent me the correct thing to begin with. I would much rather just be charged $11.95 for the SanDisk 16 GB memory card class 10 then have to send it back and wait for them to refund my money. Horrible service. My order should have been sent correctly. There was absolutely no invoice in here whatsoever only the San disk memory card and the actual package itself. So I the customer has to wait until they send a return label then I have to ship it back to them and wait for them to refund my money. Great service. That's absolutely ridiculous. If they choose to charge me the 1195 so be it I would rather them charge me the 1195 and refund the rest if they are that greedy about it. They screwed up and I'm paying the price.

Desired Settlement: They screwed up. They need to refund the money already. It was their mistake to begin with if they would've done a great thing and ship the right thing that we would not be talking about this. Charge me the 11.95 if you're that greedy and refund the rest. I should not have to wait for you to send me a label me send the product back then again is only $11.95 and then wait for you to refund my money. That is absolutely horrible service and ridiculous. Refund the money already. If you want the card back I'll send it back at my own expense. Or you could just charge me the $11.95 and I will donate it to charity. Don't make me wait just refund the money already. Again BNH photo screwed up not me.

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

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

The customer ordered a Lexar 64GB SDXC Memory Card Professional Class 10 600x UHS-I (2-Pack) and now says we inadvertently shipped the wrong item. We regret and apologize for this error. We have emailed our return authorization ********* and with it sent the customer a pre-paid UPS return label for his convenience.

When we receive the customer's return we can send the item he originally ordered. If he prefers to cancel the original order he should email **************.

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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 was on the phone with his customer service department yesterday. I made it very clear that I am going out of town and needed things. I also made it very clear that I want to cancel the order. It is ridiculous that I have to wait for them to send me a US PS prepaid label to return this item to them. They should go ahead and return it. They should go ahead and refund my money. I offered to pay the cost of the one sent to me. They could take it out of my refund and go ahead and refund the money and this would be done. My bank wants me to go ahead and cancel the credit card charges. I preferred to go through the BBB versus doing that. They could go ahead and refund me the money less the mistaken one they sent me. It is ridiculous that I have to wait for their label to get here. This is a huge inconvenience

 

 

 

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: **********

We sent the UPS return label to the same email address we used to send the original order confirmation, the shipping confirmation and the return authorization. We will contest any chargeback and, since the customer has (and has not yet returned) the delivered merchandise, we will prevail.

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

Consumer Response: I am satisfied and finally received a refund. Please close the complaint. I am satisfied.

9/23/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I placed 2 order on august ***, On august *** I got email saying that order shipped by UPS and it will be delivered *** august. On *** of august I check the status of the shipment by ups tracking number I saw delivered and the receiver name is ****!! I checked everywhere in the buidling and I called the Management company who manage our building to ask about ****, they said no one in my building under name ****!! I called BandH customer service and I filed a claim, they said ok we will investigate with UPS, after a few days they approved my claims and they sent me this email : ================================================================================================================== Dear ****** ********** Please be advised that we are currently processing your claim. A representative will contact you within the next 5 business days with a decision on your claim. Please use the order number referenced in this email when contacting us regarding your claim. Order Number: ********* Reason Code: DENIAL OF SIG. =============================================================================================================== then after 10 days They sent me 2 emails for the 2 "Affidavit of Lost or Damaged Shipment" I sign it and I fax it to them to get a refund then I did not received the refund!! I sent email again to the BH customer services and I received this response : ================================================================================================================ We regret to inform you that your claims has been denied. You may contact our Customer Service Department with any further questions. Please use the order number referenced in this email when contacting us regarding your claims. ================================================================================================================ They accepted my claims and they did not refund the money and I called customer service and they refuse to give me any help. Please help me to get my money back. Thank you,

Desired Settlement: Refund Please

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

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

This customer placed four (4) orders with us during August and made the same claim for each, that he did not receive the ordered merchandise. Two were shipped, per his instruction, to Bayonne, NJ and two to Jersey City, NJ. UPS confirms deliver for all four transactions and has rejected the customer's allegations.

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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 swear i did not recieved the orders that i mentions before.

 

 

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:

[Your Answer Here]

 

I did not recieved the items for the orders i mentions before. Its delivered to different place. The reciever name is ****. No one in our building under this name.
I swear I did not recieved it.

 

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: ********** ****** ********
B&H Web *** ********** ****** ********
B&H Web *** ********** ****** ********
B&H Web *** ********** ****** ********

Our position is unaltered. The customer's "swearing" is contradicted by UPS reports.
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***** ******
B&H Photo-Video

9/17/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I had purchased and received a camera from B&H. I live out of state and found B&H to be a very reliable company through reviews upon now. Few days after receiving my camera, I went out and used it. Few hours into using the camera, the camera strap broke off and the camera feel to the ground. Damaging both the lens and camera body. Mind you, the strap was properly fastened to the camera. The strap merely broke off. It was provided with the camera, so I requested a return due to defective accessory. A B&H customer support rep agreed and said I could return the camera. Waited a few days and received a phone call from their used camera department (Where my camera came from). They stated that the issue was my fault and that they had no evidence to determine that it was theirs. I disagreed and told them they offer a return policy. In return they told me they don't offer returns if the customer intentionally damaged the camera. I even provided them with the broken strap, that clearly showed that it broke, causing my camera to fall to the ground. In return they called me a liar, hung up on me when asked to talk to a *******, and tried to sell me more products that I didn't want. Eventually got thought to them and tried to talk to a ******* or at least a person who owns the company, but they were too busy to talk to me. Requested to have the item returned, but was told that I had to pay the cost of shipping. I argued that I wanted next-day air because of my dissatisfaction with them. After a few phone calls and B&H constantly telling me they don't have any responsibility for my situation, they gave me a "super-saver" shipping method, which was free, thankfully. I finally got back my camera today, but found that the camera was missing it's battery, charger, and photo transfer cables. The battery was inside the camera when I sent in the device for the return. Now I have my camera back, but how am I suppose to use it without the battery? I contacted B&H, but they close at 2pm. Who closes at 2pm when you operate a business like this? They claim to offer support and customer assistance at all times, but disclaim in small print on their website that they close at 2pm and in large print on the hours of operation on a subpage. That was info was not displayed correctly and should be made available in large print on all pages if you close at 2pm everyday! All I wish is for B&H to take responsibly for their defective product, no matter if the camera strap caused the damaged. They sold me the camera and the strap was provided with it. I'm a college student, going to school for graphic design. I'm required to have a professional camera for a class I'm taking. If not, I'm out of $3,000 class in which I can't drop and receive a refund. I need a refund or a similar camera. Please take this complain with professionalism and customer assistance in mind. What B&H is doing is not right and they need to own up to this matter.

Desired Settlement: I feel that B&H must replace the camera with a similar model. If not, they should offer me a refund.

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

On August **, 2014 the customer bought a used Nikon D3000 camera with a Nikon 18-55 VR lens. The camera and lens, and all included accessories, were in perfect working order when shipped. On August **, 2014 the customer requested return authorization. Upon receiving the camera and lens we discovered immediately the lens was damaged due to impact damage from, (based on the customer's allegations and our inspection) an improperly installed camera strap. Damage of this sort is not covered by our warranty or return policy. We offered the customer an opportunity to buy another similar lens. He declined.


The customer asked us to thip the items back to him via overnight rush service. We said we would but the customer had to pay for this additional-fee premium service. He declined. The camera and lens were returned to him in exactly the condition they were in when we received them. They were shipped under B&H ********* on Sept *** and delivered Sept ***. No shipping fee was applied to this return.

When the customer's mother phoned us on Aug **** we explained the same situation to her.

The camera and lens were shipped back exactly as we received them. The customer did not include the battery, cables or charger.

As an aside, since the customer has posted similar complaints in other online forums, this reply is essentially the same information already supplied to him.
 --
***** ******
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:

B&H has my battery, battery charger, and transfer cables. They are lying or not willing to send them back to me. These items where included with the package I had sent them originally and they were never returned. I am unable to use or sell this damaged camera without those. B&H has really put me in a pickle and now it has become a personal matter that is tarnishing my eduction.  I believe, that the customer service rep (****) who I spoke with in the used department, intentionally or mistakenly threw aside these extra items. He was rude and disliked the complaints we had, when we had called originally to have the item refunded. This has gotten way too out of hand. Just please, get B&H photo to return the cables. What am I suppose to do, the camera can't be used without the battery and charger!

 

 

 

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


Sincerely,

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




 

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

Despite the fact the customer DID NOT return the accessories he alleges are missing, we will send one of each to him since that is a simpler way to end this charade than endless arguments.

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

9/2/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a ****** 11-16mm lens that was delivered on May ***. The first time I used it was on a job on May ***. All of the images ended up having a few small dots in them, but I wrote it off as external lens dust or smears. It was a brand new lens. What else could it be? So I cleaned it and put it away. This is a wide angle lens. A specialty lens. Not one that the average person uses often. I’m basically a hobbyist photographer who occasionally does some side work for money. I didn’t use the lens again until over a month later on another job. After uploading the images, I again noticed dots in them. So once again, I photoshopped them out and wrote it off as dust or small smudges on the outside of the glass. Lens smear happens a lot here in south Florida. Photographers are always dripping with sweat. The third time I used the lens, maybe five weeks or so later, I made damn sure it was clean. But once again, after uploading them, I saw the spots again. Looking back at my files, I noticed for the first time that the dots were in the exact same places in all of the images I had taken with the lens since I bought it. It was now obvious that the problem wasn’t external dust or smudges. It was internal. The lens was defective. So I contacted B&H who informed me that they only give customers two days after delivery to report a problem and 30 days to return a product, and that I would now have to go through ******. So I contacted ****** who informed me that I would have to pay for shipping and that I should expect them to have the lens in their possession for 4 weeks. I contacted B&H’s customer service department two more times to plead my case, explaining that this wasn’t a warranty issue with ******. They had sold me a defective lens. They told me that sometimes exceptions to their return policy are granted. But not for me. They politely told me it’s not their problem and to deal with ******. I understand that sometimes mechanical items develop problems and need repairs. My situation is different. B&H sold me a lens that was not in proper working order out of the box. (I can actually prove this. I still have the RAW files with date stamps from the first time I used the lens on May *** – every one of them with the same little dots in the images.) My issue is that I’m going to end up paying more than the retail cost of a new lens (after factoring in my cost of shipping the lens to ******) for what will effectively be a refurbished item (after they take it apart and repair it), as well as not having use of the lens for the month that it will be in ******'s shop. This will almost certainly cost me the income from at least one job for which I will have needed this lens. B&H sold me a defective lens and I can prove it. Any reasonable person could have easily mistaken the issue for typical dust or smudging on the exterior of the lens glass for as long as I did, given that it is a specialty lens that was used so infrequently.

Desired Settlement: Replace the lens with a new one promptly, without me having to wait the two or three weeks it would take to return the original one, wait for them to receive and process it, and then ship a new one.

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

This customer purchased a ****** 11-16mm f2.8 PRO DX II lens (Nikon mount) on April **, 2014. Our return policy time period then was 30 days from the date of purchase. It is the same today. The return policy is on our website, where this order originated, and on the back of the invoice the customer received with the lens. The first after-sale contact recorded in our customer service log for this transaction is dated August **, 2014. That is four months later and considerably after the expiration of the return policy.

If, as the customer alleges, he had a problem with the lens when he first received it, he should have asked then about exchanging it for another. He did not. His recourse now is the warranty he received with the lens which is fulfilled by ************ USA. Their warranty information is online at *********************************************** and says:

****** Lenses carry a three or one year limited warranty (all discontinued lenses carry a one-year warranty).
****** does not require customer to register their lens purchase. Please retain your ***** ****** USA warranty card in a safe place and only send it in WITH the lens and a copy of sales receipt should it need repair.

Their repair instructions are online at ***********************************************


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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' response says that "if the customer had a problem with the lens when he first received it, he should have asked then about exchanging it for another. He did not."

This does not address the issue. The problem I experienced with the lens was not something that a reasonable person should have been expected to notice immediately. It appeared to be common external lens dust which is very typical. The issue is not even noticeable in many cases, as it is very small and can't be noticed in many images. If it was a mechanical issue I would have noticed it immediately.

Sample images are attached. As you can see in the images, the spots in them are very small, look like typical lens dust or smudges, and can only be seen in some images but not in others. The company sold me a defective lens which I can prove by the date stamps on the RAW image files. They cannot reasonably expect the buyer to have anticipated that this was a lens defect within 30 days. Especially since this is a specialty lens that most people use infrequently. This is not a warranty issue with the manufacturer. B&H sold me a defective product and needs to make good on it. Not all product issues are black and white. Some, such as in my case, need to be looked at on an individual basis. 

 

 

 

 

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: ********** dated 04/**/14
Shipped 04/**/14; delivered 05/**/2014

The customer's most recent comments do nothing to alter the situation, especially since his original complaint said, "The first time I used it was on a job on May ***. All of the images ended up having a few small dots in them..." The problem about which he now complains was evident to him on May ***, four days after he received the lens and well within our return policy time period.

The solution now is the warranty which came with the lens.


--
***** ******
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 don't know what this person's issue is that he doesn't understand the problem. The issue was NOT evident the first time I used the lens. As I mentioned previously, dots or smudges in images are extremely common due to external dust, condensation, dirt, sweat and many other things. There is no way a reasonable person could be expected to have known that this was an internal defect in the lens. I didn't even know that such a thing was possible. We can keep going back and forth as long as he wants but I'm not going to change my position that it is B&H's responsibility.

 

 

 

 

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


Sincerely,

**** *******



 

9/2/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was visiting New York City (from another country) and did a research on where to find a region-free Blu Ray Player that could work with my country's electronic voltage and found the web site of B&H. The product was a "Samsung BD-H5900E Wi-Fi and 3D Multi-Region/Multi-System Blu-ray Disc Player" and the description on their web site indicated that the box comes with the following: Remote Control 2 x AAA Batteries European Plug US Adapter Plug Limited 90-Day Warranty So I visited them on 8/**/2014 and purchased the item, after I received confirmation from the salesman that the box does come with the plugs. Upon returning to my country and unboxing the product, I was surprised that the box contained only the product itself and a sheet of paper with instructions on how to make the player region free. The items above (AND the warranty card) were missing from the box. I emailed B&H and told them about this issue, thinking that they would say "sorry, please provide us with a shipping address and we will ship you the missing items". Instead, I was told that I should contact the manufacturer to get what's missing because it was purchased in store, or I could just mail the product back to them for an exchange or refund (from where I live, this would cost exactly the same amount I paid to get the player).

Desired Settlement: All I want is for B&H photo to ship me the items that were missing from the product I purchased from their store, which are: Remote Control 2 x AAA Batteries European Plug US Adapter Plug Limited 90-Day Warranty

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

We appreciate the customer's purchase and regret his dissatisfaction. Unfortunately some of the accessories he seeks are not available individually and cannot be shipped to him. If he returns the purchased product to our store in New York City we will be happy to exchange it for another of the same product or issue a refund, per his preference.

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

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 don't think B&H realize that shipping the product back is going to cost me $300 (which is what I paid for it to begin with).  In the end, I would have spent $600 for a remote control, a pair of plugs and the warranty card (in addition to the player itself). The reason I came to BBB for resolution were the responses I got through email, where they instructed me to contact the manufacturer from the beginning.  Their best reply was "unfortunately we do need proof that you did not indeed receive these items".  I told them that I could manage to get a remote locally, but will need the plugs to operate the player - plus the warranty card.  The manufacturer are saying that this is a "hacked" player and they don't distribute them and they come from a different source and are not responsible for it.
If B&H had good intentions, they could've easily opened a box, pulled the items I'm missing, ship them to me, and return the opened box to the manufacturer and ask for the missing items.

Again, I live 6000 miles away. I can't just drop the player at their store. Shipping it will cost me $300 - which is exactly what I paid for it.  This is not a reasonable option for me and I really hope that B&H could consider my solution (open a box, pull the items I'm missing, ship them to me, and return the opened box to the manufacturer and ask for the missing items).

 

Sincerely,

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




 

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

We cannot ship the accessories the customer seeks without shipping another of the purchased product. We will not ship another of the purchased product until either the customer purchases another of the item or the item in the customer's possession is returned to us.

This purchase was made in our Manhattan retail store. If he returns the purchased product there we will be happy to exchange it for another of the same product or issue a refund, per his preference.
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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:

Can someone please explain to *** ****** that returning the product to the Manhatan store is not an option, as I live in another country.  Can someone also explain to *** ****** that I'm not willing to pay $300 to ship the product back to them (unless they are willing to pay for it).

 

 

 

 

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


Sincerely,

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




 

8/20/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: seller charged me $919 for a television that arrived damaged from shipping AND had no useable power cord. I contacted them and after several attempts the finally responded. I wanted to return the tv because they have no replacement. they offered $100 off the price so I decided to keep it since I have a power cord for it. The emailed me on 8/* stating they would post a credit within 5 working days. no credit was posted and they have not answered repeated requests for the credit due to me and promised. I have all the emails and pictures of the damaged television that can be provided to prove these statements.

Desired Settlement: they need to post the $100 credit as promised.

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

We appreciate this customer's order and regret his dissatisfaction and inconvenience. When he first reported his difficulty we issued return authorization and a pre-paid UPS return label in the event he wished to return this item. We also offered a $100.00 refund if he kept it. He advised us he would consider these two options and let us know his decision. We then waited for his reply. Receiving none we concerted our credit memo to a refund this morning. The bank which issued his Visa account should be able to confirm this in a few days.

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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:

This response is drivel. I NOTIFIED them on 8/* that I would accept the partial refund for their botched delivery and dented television.I actually received an email from on the SAME DAY stating they  "applied" the refund and they never did. PLEASE SEE ATTACHMENT


I will not accept this bogus explanation. after all of the back and forth and useless worrying this issue has caused me they should refund $150 instead of the original $100.They are attempting to feed the BBB a lie and that is unacceptable. I can't believe this is an accredited business....it's a disaster 


The tv set did after all arrive DENTED and with THE WRONG POWER CORD. It's reasonable that both of these defects are worth at least $150.






 

 

 

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


Sincerely,

***** ****




 

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

We appreciate this customer's order and regret his dissatisfaction and
inconvenience. When he first reported his difficulty we issued return
authorization and a pre-paid UPS return label in the event he wished to
return this item. We also offered a $100.00 refund if he kept it. He
advised us he would consider these two options and let us know his
decision. We then waited for his reply. Receiving none we concerted our
credit memo to a refund this morning. The bank which issued his Visa
account should be able to confirm this in a few days.
--
***** ****** *** ***********

Consumer Response: Better Business Bureau:

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

On august ***, I received this email;
When b&H states that they received "no response" regarding whether I wanted to return the merchandise or receive a credit , they are ignoring the facts and being untruthful.I specifically emailed Yonnah Rennert , and consequently received the email stating they "applied" the credit, they did not in fact apply anything. they sent me an email then according to *** ******* with whom I spoke with today (8/**/14), he and his "*******" left for vacation the subsequent week and NO CREDIT WAS ACTUALLY APPLIED. I don't know what language to use in order to communicate with this company but apparently English is not working.



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



 

8/12/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Order misfit bloom necklace on their web site, received the necklace and is was the wrong necklace. I called to return item and get the right one! They found out it was incorrect item on website and informed me about it! Then they said they could sell me the one I really wanted for $75, the bloom necklace was and still priced at $49.99 on the website! They did agree it was their fault but would not order the price! Ido have a phone shot of the website with bloom necklace for 49.99 pre-order!

Desired Settlement: To honor the price that was on their website for the misfit bloom necklace! They did refund my money but this is either false advertisement or switch in bait, either way not right !

Business Response: August *, 2014

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

On 7/**/14 this customer placed an order for one ******* = Misfit Wearables Bloom Necklace for Shine (mfg SN0A0). The price was 49.99. On 7/**/14 the customer advised the item delivered was not the item the customer wanted. We issued return authorization and a pre-paid UPS return label. On 8/*/14 we received the returned item  and a full refund was processed. We regret the apparent error and the customer's inconvenience but with our issuance of the refund, the customer is made whole.

The item the customer apparently wished to purchase is a more expensive Misfit SNIAO. We offered to sell this to the customer at the discounted price of #75.00. That offer stands. We will not sell the Misfit SNIAO for $49.99.
 
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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]

 Because I want the price for the items that I ordered this is either a switch and bait that they usually do or it's false advertisement either way I want the price that I ordered the item for and I will gladly pay that price again because they have issued me a refund and I do agree that they have issued a refund but I want the item that I ordered on their website for the $49.99 which was stated on their website

 

 

 

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


Sincerely,

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




 

Business Response: August **, 2014

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

The customer purchased a product for $49.99 with which he was dissatisfied. The product was returned and a full refund made. The customer has been made whole. The customer now feels entitled to be sold a product priced at $79.99 for $49.99. We decline to honor this request.


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

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]

 

 Still is switch and bait or advertisement fraud!

All I'm asking you to do is honor the advertisement you had on your website for the miss fit shine blue necklace for 4999 that is all I'm asking you to do 

 

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


Sincerely,

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




 

8/8/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On 7/**/14 I received and email confirmation of an order for an Apple I Pad Touch Mini. I responded to the email saying that I had not ordered the item. The following day I received another email stating that the product had already shipped and I should expect delivery on Monday 7/**. I asked if I should refuse delivery but did not receive a response to my email until Monday night which said it had already been delivered to my front porch. Nothing has been delivered but they have charged my credit card $457.55. They are saying it was a phone order but are not willing to allow me to hear the recorded phone conversation. I placed an order with them back in Dec 2013 and that order went fine. I have not placed an order with them since that time and I have also checked with my wife and daughter. Neither of them placed the order in question and none of have interest in this product. I am in the process of doing a charge back for the entire amount with ***** *****.

Desired Settlement: I would like my credit card credited the full amount + an additional $232.00 for interest on my credit card, my time and effort cleaning up their mistake. This may sound unreasonable but why should I have to spend my time sending emails, filling out forms, making phone calls etc to get my money back while their customer service department sits back and does absolutely nothing to fix the problem. This is their problem completely caused by their mistake and they are not willing to even look at the problem to determine a solution.

Business Response: July **, 2014

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


This order was placed by telephone on July **, 2014 at approximately 6:50pm EDT. The customer information provided was this:
****** ***** ***** ***** ********** **** ******* ** ***** ***** ** ***** ***** ******** *******************

Payment was via Visa account ********. For the order to have been processed the customer would also have had to provide the 3-digit security code printed on the back of the credit card as well as all the other information cited above.

The order was shipped on July **** and UPS reports it was delivered July **, 2014.

The customer's complaint says, "am in the process of doing a charge back for the entire amount with Wells Fargo." Under those circumstances we are unable to proceed until the chargeback has been resolved.


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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:

I have ordered from this company back in Nov 2013 but did not call and order any other items since that time. No one was even home during that time on that date. I asked for a recording of the conversation when the item was alegedly ordered or a phone number that was used to call in. They refused to provide information for either one of my requests. They also said that the item has been delivered but we have received nothing from them nor will they provide proof of delivery. The items in question are an I Pad Mini and some type of internet service or application. Neither of which we have any use for since we all have laptops and smart phones etc. 
I tried to resolve the issue with them directly but they refused and told me that I would have to do a charge back on my credit card because there was no way they could issue a credit. Now, if I am reading their response correctly they are saying they can not issue a credit because I have done a charge back on my card.
It is simply ludicrous for a company to place an order and charge a credit card for an item when it is completely illegal for them to keep credit card information. Someone at this company has my credit card on file and I am guessing I am not the only one filling a complaint against them for this type of activity. 

 

 

 

 

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


Sincerely,

****** *****




 

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

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

The customer has initiated a chargeback with the bank which issued the credit card used to pay for this transaction. That bank will in due course refund the customer's payment and the matter will be resolved.

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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:

Just because the bank refunds my money after the chargeback has been completed does not mean the situation has been resolved. At no time has this business explained how my credit card was charged without my consent nor have they provided any proof that someone had actually called in and placed an order. I again request a full explanation and proof of how this transaction occurred. I have spent numerous hours, suffered mental stress, had my personal information and credit card information kept on file and used without my permission and have additional interest charges on my credit card because of the careless abuse of BH Photo. This is far from resolved and I soon will be seeking legal counsel.

 

 

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


Sincerely,

****** *****




 

7/30/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Refund for Olympus OMD EM5 camera with 12-50mm lens returned to B&H Photo Video (Order# **********, RMA# *********) Refund amount: $999.99 (shipping not included) Payment was made via ****** on 7/*/2014 to B&H Photo Video (transaction# *****************) Olympus OMD EM5 camera was ordered 7/*/2014 and while in transit, another Olympus OMD EM5 special edition kit was available for sale. I contacted B&H Photo and gat a return merchandise authorization number to return the original order paid for and intended to use the refunded money to pay for the new order. B&H Photo return department acknowledged returned camera on 7/**. I refused shipment by shipper and asked to return it to sender. I requested via email several times to B&H customer service and Return Department (****** **********) for my refund which was promised 3 days after they receive my returned shipment on 7/**. To date, no refund as promised.

Desired Settlement: I would like for BBB to help get my refund. B&H Photo Video is being uncooperative with my refund. I will provide payments and transaction documents needed for BBB to help resolve my problem should it become necessary.

Business Response: July **, 2014

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

The refund the customer requested has been issued and ****** has been notified.

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

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,

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



 

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

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 *********************.

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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:

 

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.

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

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

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,

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




 

6/17/2014 Advertising/Sales Issues | Read Complaint Details
X

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

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,

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



 

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

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

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




 

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

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




 

4/30/2014 Problems with Product/Service | Read Complaint Details
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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 ###-###-####.

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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.  I will contact the *** ******* and coordinate the resolution.

Sincerely,

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




 

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.

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

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.

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

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.


***********

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.


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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]

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.

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

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,
************



 

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 (********************* ** ****** *********************************************************************).


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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:

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,

***** ******




 

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."

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

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

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.

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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 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.

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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,

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



 

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.

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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:.

 


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

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,

**** ****



 

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

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,

***** *****




 

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.

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

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.

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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:

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


Sincerely,

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




 

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

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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**********

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.

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

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,

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



 

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 # *********.

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

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.

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

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,

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




 

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 ***.
*
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**********

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,

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



 

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

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********

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.

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

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,

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



 

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.
**************

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

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,

*** ****



 

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,
****** *******




 

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.

--
***** ******
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, 

***** ********* 

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.


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



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. 

******* ****



 

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.

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

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.

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

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

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

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 *********.

--
***** ******
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,

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



 

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

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

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,

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




 


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