Complaints

This profile includes complaints for B & H Photo-Video, Pro Audio's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  B & H Photo-Video, Pro Audio

  420 9th Avenue New York, NY 10001-1614

  
• 

  B & H Photo-Video, Pro Audio

  440 9th Avenue New York, NY 10001-1620

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 10, I purchased an ASUS 15.6" Vivobook 15 Laptop (Quiet Blue) from B&H as a graduation gift for my daughter. The laptop was delivered today (July 11), and upon opening the box, my daughter immediately said she did not like it. The laptop was never turned on, powered up, or used in any way it was simply removed from the box.I contacted B&H right away to request a return. However, I was told they would not accept a return because the factory seal on the box had been broken. I explained that the item had not been used at all, but they maintained that their policy prohibits returns on opened items, regardless of whether the product was used.I find this policy to be extremely unreasonable particularly for an item that was just delivered and clearly unused. Most reputable retailers allow returns within a reasonable window, especially when the product is in like-new condition.Also NOwhere on the page does it say there are no returns available - page attached.I am requesting that B&H accept the return and issue a full refund of $426.49.

  

  Business Response

  Date: 07/14/2025

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

   

  As per the B&H Return policy, computers cannot be returned once opened. This is stated on the Returns Policy page on the B&H website. ***************************************************************************

  Attached is also a screenshot of the Returns Policy on computers. 

   

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

• Initial Complaint

  Date:07/08/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom It May Concern,I am filing this complaint regarding my recent order (#**********) placed with [Company Name e.g., Sunglass Hut, if that's the correct retailer]. When the package arrived, the box was completely empty. None of the items I ordered were included.I immediately contacted the companys customer support and submitted ******************** evidence showing the empty packaging. Despite clearly proving the issue, I was met with rude and unhelpful responses through the support chat. The representative showed no willingness to resolve the issue, and I was given no assistance or escalation options.This has been incredibly frustrating. I paid for a product I never received, submitted proof, and instead of receiving help, I was treated with complete disregard. I believe this situation was handled very poorly and unprofessionally.I am requesting a full refund for my missing items and an apology for the unacceptable customer service. I hope the ******************** can assist in resolving this matter, as the company has not taken appropriate action on their own.

  

  Business Response

  Date: 07/16/2025

  Complaint ID ********
  B&H Order# **********

   

  The customer reached out to B&H on 7/8/25 with a claim that an empty box was delivered. The proof of delivery image on the ***** website shows the delivered box and it appears the tape looks intact. The customer said they received and empty and sealed box. We've checked our warehouse cameras and have confirmed the order was packed and shipped with the items. 

  Also, the customer noted at the beginning of their complaint that they placed an order with Sunglass Hut?

   

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

• Initial Complaint

  Date:07/07/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 22, 2025, I placed an order with B&H Photo Video for a used camera and a new lens. The lens arrived in perfect condition, but when I opened the box labeled for the used camera, the camera body itself was missing. The box only contained some accessories, wrap, a USED sticker, and loose tape but no camera inside. Initially, I assumed the camera might be wrapped inside, but it was ****** avoid package theft, I chose to pick up the package at the post office rather than have it delivered to my home. Because of that, it was not possible for me to deny delivery at the time of pickup. While the package did feel a bit light and the loose tape raised some concerns, there were no clear signs of tampering that would have allowed me to reasonably refuse it without opening.Concerned about the condition, I promptly contacted B&H customer service to report the issue. However, I have not yet received confirmation of any formal investigation or next steps. This camera was very important to me and offered at a great price, so I sincerely hope B&H can help resolve this.

  

  Business Response

  Date: 07/10/2025

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

   

  The customer is currently in contact with our **************** Team. After an investigation, the has been sent an affidavit and will be refunded.

   

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

• Initial Complaint

  Date:07/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company denied my return falsely. They claimed the product came back being tampered with and missing a s**** I provided Video proof that it was not tampered with and has no missing screws. I've uploaded the video here( ************************************************)To top off the no missing screws, the *** could not have been tampered with, as it still has the "Warranty void if removed" sticker in place and undamaged. On Video cards, you cannot take them apart or tamper with them without damaging this sticker. You cannot remove or replace this sticker without visually noticeable damage. Everything included in the original products box was returned including the *** bracket. Doing this and sending it back for a lie has put me out of the return period forcing me to keep the product I wanted to return. This is a widespread issue of companies doing this so they don't take a loss and is very widespread on reddit about B&H Photo. They are a scam business and I hope others are able to read this so they don't have to go through the same mess.

  

  Business Response

  Date: 07/10/2025

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

   

  The card was initially rejected because of signs of tamper. This is because a s**** appeared to be out of place. The customer also posted a video on Reddit of the card and I've reached out to the manufacturer to confirm that the card was indeed not tampered with. I've already reached out to the customer with another *** and a pre-paid shipping label has been provided. The customer can return the card and will not be rejected.

   

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

• Initial Complaint

  Date:06/27/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  B&H has a handshake agreement for no returns even for defective items which is against the federal Consumer Rights Act of 2022. I ordered a $2999 graphics card from them which arrived dead on arrival and they are refusing a return for refund on the purchase, pushing me only to work with the manufacturer. This is not a frivolous return for not liking something, this is a multi-thousand-dollar purchase that arrived completely defective. This handshake agreement does not and should not override federal precedent.

  

  Business Response

  Date: 07/01/2025

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

   

  The customer has a high return rate with B&H and thus their account was flagged. The customer made an order with B&H and the order was on hold. For the order to be released, the customer must acknowledge and agree to terms that returns would be disallowed. The customer responded to B&H with I acknowledge that I have a temporary no return policy on my account until a pattern of purchases without returns has been established. As such, I acknowledge and accept that my purchase #********** is considered final and cannot be returned.. (attached email)

  However, given the situation, B&H has granted an exception and will allow the customer to return this item for a B&H gift card as requested by the customer.

  An RMA will be e-mailed to the customer.

   

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

• Initial Complaint

  Date:06/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a defective item thats no longer produced and they wont give me my money back by making it so difficult theyre making me reachout to the manufacturer to figure out why its not being produced anymore instead of just doing their job and giving me my money back

  

  Business Response

  Date: 07/01/2025

  Complaint ID ********
  B&H Order# **********

   

  The customer purchased a video converter from B&H on January 14, 2024. The customer experienced an issue with the device in June of 2025 and reached out to the manufacturer for warranty service. The manufacturer told the customer that this device is discontinued and parts were not available and was told to reach out to B&H. The customer reached out to B&H customer service and our agents had to verify the customer's claim from the manufacturer because of the unusual situation and requested the claim in writing. The customer provided us with the email from the *** and we had to have our product managers verify with the mfr. There was some back and forth but we are able to accommodate the return and refund request to the manufacturer. As of July 1, 2025, we have sent the customer an RMA and prepaid label to send the product back to B&H for a refund.

   

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

  Customer Answer

  Date: 07/10/2025

  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 has not been resolved

  
  

   

  
  

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

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

  

  Business Response

  Date: 07/14/2025

  Complaint ID ********
  B&H Order# **********

   

  The customer has been advised by the B&H Customer Service Department in order for the return to be processed, customer must provide everything that came with the item. this would include the HDMI cable. Our customer service department reach out to the customer about this and requested the missing item to be sent back to us. If B&H did not hear back from the customer within 2 business days, B&H will process the return with a $56.50 restocking fee that is the value of the missing part. 

   

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

• Initial Complaint

  Date:06/20/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for ****** on 12/29 and since that order could be considered high value I expected it to be signature required which it was not. It was also around Christmas time which most people know, thats when a lot of theft goes on. The package was delivered on 1/2/2025 except it was never received. The graphics card was meant to be a gift for my little brother so I reached out to B&H support multiple times and they refused to help me with reaching a solution because of a delivery picture as it shows it was delivered to the correct address. The package never reached me or anyone who lives with me which is why I contacted their support. They told me to continue checking with neighbors and NO other options. I would like a full refund or at LEAST a partial refund for this.

  

  Business Response

  Date: 06/23/2025

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

   

  Per the ***** tracking number associated with the order, the order was successfully delivered on Thursday, 1/2/25 at 10:02 AM. The customer reached out to our **************** Team on 1/2/25 and said they did not receive their package. Our CS agent suggested the customer to check with neighbors and there was no correspondence from the customer since...until now. The customer could reach out to ***** about filing a claim but would also need to file a police report. However, since this incident happened over 5 months ago and customer is not reporting this issue until mid June, little can be done. B&H would not be able to accommodate the customer's request for a full or partial refund.

  ***** tracking - *****************************************************************************************

  ******** **** 
  *** ***********

  Customer Answer

  Date: 06/24/2025

  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 a lie. They responded telling me to continue checking with neighbors on 1/3/25, I responded the next day and got no response back. Filing a claim is also on the shippers hands, not the receiver. The shipper has to take it up with the shipping company and NOT the receiver. Filing a claim has never been an option on my end as the receiver because the seller has to initiate the claim.

   

   

   

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

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

  Customer Answer

  Date: 06/28/2025

  1/4/25 at 4:00am as shown in the screenshot.

  

  Business Response

  Date: 07/02/2025

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

   

  Per the ***** tracking number associated with the order, the order was successfully delivered on Thursday, 1/2/25 at 10:02 AM. The customer reached out to our **************** Team on 1/2/25 and said they did not receive their package. Our CS agent suggested the customer to check with neighbors and there was no correspondence from the customer since...until now.The customer could reach out to ***** about filing a claim but would also need to file a police report. However, since this incident happened over 5 months ago and customer is not reporting this issue until mid June, little can be done. B&H would not be able to accommodate the customer's request for a full or partial refund.

  ***** tracking - *****************************************************************************************

   

  
  ******** **** 
  *** ***********

• Initial Complaint

  Date:05/30/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a MacBook Pro on May 20th from B&H for $2569 + taxes. They offer price match/adjustment for 30 days(until return period ends) after purchase. I found it cheaper on ****** for $2433.10 + taxes. When I requested for price match they refused to price match and when I requested to return the laptop they rejected the return request as well. Other stores like ****** or ******* do accept returns with in return period without any issues but not B&H

  

  Business Response

  Date: 06/09/2025

  Complaint ID ********

  B&H Order# **********

   

  A price match request would be considered by B&H but we may not be able to accommodate every request. Per our price match request posted on the B&H website "If you find a lower price for an immediately available product, your purchase may be eligible for price matching. To see if we can match the price of a competitor, please reach out to our Product Specialist Team with all the relevant details via chat, email, or by calling ************/************ during business hours.". The policy does not state that every request can be accommodated.

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

  Per the B&H return policy, computers can no longer be returned once opened.

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

   

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

  B&H Photo-Video

• Initial Complaint

  Date:05/29/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a used microphone from B&H. In the item description there is a tab for "Included Items" which is meant to inform the customer what items are included with a purchase. On the item I purchased the included items tab on the listing claimed the microphone would come with a windscreen, XLR cable, stand and case. When the microphone arrived it was missing the case, stand and cable. When I contacted b&h about this discrepancy they claimed that the item description included only the mic and windscreen, and I was looking at the description of the new item. When I pointed out that I never looked at the new item, and that the screenshot I provided was from the description of the used item I purchased they ignored me, and insisted that I am mistaken and they advertised correctly. I even pointed out that the listing still shows that the used item comes with more accessories than they provide, they ignored that as well. It is very confusing to not be able to trust an item description on their storefront, and they won't even acknowledge that they could have advertised an item incorrectly.

  

  Business Response

  Date: 06/04/2025

  Complaint ID ********

  *** ****** **********

   

  The customer has been in contact with our *************************** about this issue. The customer insists that the used shotgun microphone he purchased comes with a windscreen, XLR cable, stand and case. These accessories are included with the microphone when purchased as New. The used version only comes with the windscreen and microphone. The screenshot the customer provided only refers to a (new) microphone and not the used. The new item would come with a 2-year manufacturer's warranty. The used version would come with a 90-day B&H warranty.

   

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

  B&H Photo-Video

• Initial Complaint

  Date:05/15/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased $791.55 of camera gear on May 8th, 2025 and paid for 2-day *********** shipping date was extended without notice, after checkout to May 15th.I called B&H on May 9th to express concern for late delivery, citing inaccurate shipping promises, false advertising, and poor customer service.They retaliated by cancelling my shipment with ***** today, May 15th, right before it arrived at my house on the ***********A lower level customer service *** initiated an unrequested return to sender, and I spoke to a level two customer advocate, *** F, who promised that the request had been cancelled, and I would receive my items on May **********, May 15th, the ***** tracking stopped just a few hours from my home and when I called *****, they informed me that B&H put a stop to the order and return to sender.I was charged $791.55, and was not refunded yet.

  

  Business Response

  Date: 05/22/2025

  Complaint ID ********

  B&H Order# **********

   

  The customer ***** ****** is currently in communication with one of our senior managers, ***** ******* about the issue. The customer has been refunded and has also been issued a B&H gift card. We sincerely apologize for ******* inconvenience.

   

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

  B&H Photo-Video