B & H Photo-Video, Pro Audio

[redacted]Revdex.com Complaint #[redacted]B&H Web No: [redacted]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 [redacted] and asked them to intercept and return the package. We received the package minutes before we closed on Friday, Apr [redacted]. The return is now being processed and a refund will be issued as speedily as possible.-- [redacted]B&H Photo-Video

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

[redacted]
Revdex.com Complaint #[redacted]
B&H Web No: [redacted]
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.
--
[redacted]
B&H Photo-Video

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

[redacted]
[redacted]
[redacted] Here is my response to B&H: As I have mentioned clearly in my complaint, I discovered the defect in the printer after about 2-3 weeks of installing the printer.  I assumed it was working so I discarded the original package.  This is very natural.  B&H cannot expect people to pile up bulky manufacture’s packages in their houses for days and weeks just in case something goes wrong with the product they buy.  B&H should not sell defect product over the intent to the society.  If they do, they should be responsible for the replacement, cost and damages incurred.  That is the only good way to do good business.  I need $40 of my packing cost by [redacted] and I do not need $10 of charity from B&H.  I will keep on exposing B&H ‘s way of doing business and will never buy anything from them.  I ask Revdex.com to assist me to get my $40 from B&H.  It is B&H fault to sell me defect product in the first place.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
[redacted]

[redacted]
[redacted]
[redacted]  The customer purchased a used Sony [redacted] from us on 4/*/17. When he reported it was defective we issued return authorization and send him another of the same model, also used. When he reported it too was defective we issued...

return authorization again. When we receive his return a full refund will be issued for all returned items. Both cameras were refurbished to as-new condition by Sony USA before they were offered for sale to customers.Our site advises:B&H is not responsible for any infections, contaminations, delay in operation or transmission, line failure, errors, omissions, interruptions, or defects arising out of your use of this site or with respect to the material provided and/or contained on this site. In no event shall B&H be liable for any special, direct, indirect, incidental, or consequential damages, or any other damages of any kind, resulting from whatever cause, including but not limited to loss of use, loss profits, or loss of data, whether in an action under theories of contract, negligence, strict liability, or otherwise, arising out of or in any way in connection with the use of or inability to use the information or materials on, or accessed through, the B&H Web Site.Notwithstanding the above, in no event shall B&H's total liability to you for any and all claims, damages, losses and causes of action exceed the amounts paid to B&H by you in connection with the transaction claimed by you to give rise to your claim.We also advise:B&H will not be responsible for any consequential or incidental damage resulting from the sale or use of any merchandise purchased from us. B&H's liability is limited to the monetary value of the merchandise. B&H declines to offer compensation for loss or damage. We regret the customer's dissatisfaction. He wrote, "[redacted]" As I said, the refund will be issued as soon as his return is received and processed.-- Henry P[redacted]B&H Photo-Video

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], 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 [redacted], 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 WB&H Photo Video and Pro AudioThe Professional's Source.E-Mail Customer Service Department[redacted]
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted]This customer's order was submitted via our web site. The bill-to and ship-to data were provided to us by the customer in exactly the same way the customer told us what items he wanted to purchase, the preferred shipping method, etc....

The order was transmitted from our site to our warehouse without being edited or modified in any way at all. The data we used, including the ship-to location, was the data the customer gave us. At the end of the order-entry process we showed the customer what the final transaction would be and offered the opportunity to make any modifications or adjustments. After the order was submitted we emailed the same data to the customer, See the attached document. We shipped what the customer ordered the way the customer wanted it shipped to the address the customer provided for shipping. Had we made an error resulting in incorrect shipping we would refund the original s&h fee applied to this transaction. We did not and will not issue the requested refund.The customer's other recent order is Web [redacted] dated May **, 2016. It is under a different customer code and has a different ship-to and bill-to data. Had the customer logged in to his account at the beginning of this transaction it is likely this situation could have been avoided. We regret he chose not to do so.-- Henry P[redacted]B&H Photo-Video

[redacted]Revdex.com complaint #[redacted]B&H Web No: [redacted]This order included two Western-Digital products. That company's web site is [redacted]. The Support section there offers the phone number ###-###-####  for warranty support and also includes a link titled "Create a...

Support Case," to initiate warranty service online. There is no mention of Viet Nam.On June *, 2016 we emailed return authorization[redacted]to the customer. When we have received and processed the return a refund will be issued.-- Henry P[redacted]B&H Photo-Video

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

[Your Answer Here]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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

I was never offered a 1TB drive.  Here is the email:"We have worked with the manufacturer and are able to offer you to switch you order to the 525gb version of this product, B&H # [redacted], and we are able offer it to you for $99.99. We are expecting to receive it in stock by mid-December. If you wish to switch your order, you can do so by replying to this email, calling us at ###-###-#### or ###-###-####, or by Chatting with us online. Please note that this sale price is only available for switching your existing order thus only 5 will be available to you for the price of $99.99 (each). This offer is valid until 12/**/2016."The replacement you offered for $99.99: Crucial 525GB MX300 SSD (CT525MX300SSD1) costs more per GB (99.99/525=$0.190 per GB) then the drive I bought 119.90/750=$0.159 per GB.  Making the 525GB drive $16.51 overall more expensive on a per GB basis.When I ordered the drive was shown as in-stock and would ship next day.  After I ordered I get an email 5 days later stating that somehow the drive is discontinued but they are happy to offer me a more expensive drive. 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted]Revdex.com Complaint #[redacted]B&H Web No: [redacted]Our reply today is unchanged from our last reply, or the one which came before that.-- [redacted]B&H Photo-Video

[redacted]Revdex.com complaint #[redacted]B&H [redacted]On Aug **, 2016 this customer purchased two PRIVBLKATT = Priv BlackBerry 32GB AT&T Branded Smartphones (Unlocked, Black). The product description includes:This device is Carrier-unlocked and may be used with any GSM carrier 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. [redacted]
[redacted]
[redacted]The specifications include:Cellular Network 2.5G (EDGE, GSM/GPRS) MHz: 850, 900, 1800, 19003.5G (HSPA+, UMTS/WCDMA) MHz: 850, 900, 1700, 1900, 21004G (LTE) Bands: 1, 2, 3, 4, 5, 7, 12, 17, 20, 29, 30 The attached screenshot shows the phone's compatibility with Vodaphone in Italy.This information confirms that the phones were unlocked.the customer's first after-sale complaint was received Dec 26, 2016, four months after the purchase. B&H has a 30-day return policy time provision. At the customer's request we requested and received the following unlock codes:serial number [redacted] UNLOCKED CODE [redacted]serial number [redacted] UNLOCKED CODE [redacted]The customer did NOT pay "a premium of $50.00 per phone to get UNLOCKED phones." In fact the other option for this model is the non-AT&T model, our B&H # [redacted] which is more expensive than the model he purchased. B&H declined to consider his request for a $50.00 per phone refund.-- Henry P[redacted]B&H Photo-Video

April *, 2016Revdex.com Complaint #[redacted]B&H Web No: [redacted]We regret this customer's dissatisfaction. The customer purchased a Toshiba 15.6" Satellite S55T Multi-Touch Notebook - B&H # [redacted]. Our return policy is printed on the invoice we sent with this product and is on our website at...

[redacted]. 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[redacted]B&H Photo-Video

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

I understand that you believe the monitor was brand new and all your data says it to be so but upon opening the box and removing the monitor out of the box I can hear something rattling inside the monitor as well as puncture holes in the back where the monitor stand would be. To me this would indicate that it is not a brand new monitor and that it was used in some way shape or form. Whether you received it from the company as such I don't know but to me I did not receive a new monitor. From my perspective, I feel cheated and deceived because the box looked brand new and nothing out of the ordinary until I take out the monitor. If your claim that the monitor is in fact brand new I would like to know why there would be something rattling inside as well as why there are puncture holes in the back where the monitor stand would go. I regret not taking pictures of the monitor as I would be able to upload it here so you could see it.I understand that when I placed the order the monitor was on back order and that I would receive it later. That was fine as my project did not start yet and I have time to wait. Upon receiving the monitor there was a defect with it so I RMA'd the monitor. No fault on anyone as it happens but upon sending it back I had to wait another month as the monitor was again on back order which wasn't communicated to me either but that was fine as you didn't have stock, no way around it. But finally when I received it again, I receive what seems to me a used monitor. I've shipped the monitor off this morning and I would appreciate receiving it sooner rather than later.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted]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.-- [redacted]B&H Photo-Video

May **, 2016New York Revdex.com complaint #[redacted]Since the customer says he has not yet placed an order this discussion seems rather premature at best. Our site includes these notices:Free Shipping to Canada*For most in-stock items on prepaid orders over $99 USD.End-to-End tracking From our warehouse to...

your door, shipping via Purolator, [redacted].Guaranteed Landed Cost Choose Pre-Pay Duties & Tax, no additional charges at delivery.It does not say or suggest or imply that duties, tax, brokerage, customs, or other import fees are either included in the shipping charge or that they are free. they are not.  During checkout, the site asks, "When would you like to pay your Customs Clearance?" The offered options are:Pay Now: Recommended: A speedier method that includes all customs fees with no additional charges upon delivery.Pay Later: Lets you handle all customs fees and gives you a larger shipping selection.I do not think we could make this more transparent. -- Henry P[redacted]B&H Photo-Video

January *, 2016New York Revdex.com complaint #[redacted]B&H customer code [redacted]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 [redacted] 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 [redacted] for any assistance they could offer. AT present, the status is:[redacted]     [redacted]     [redacted]     [redacted] If the product is returned to us a refund will be issued to the customer.-- Henry P[redacted]B&H Photo-Video

August **, 2015Revdex.com Complaint #[redacted]B&H Web No: [redacted]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 [redacted] 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 [redacted], we found the following: - Orders           14     $6611.94 - Returns           9     $5878.53This rate of return is excessive, bordering on abuse of our generous return policy. Nevertheless under B&H [redacted], dated 8/**/15 the amount withheld as a restock fee is also being refunded.-- Henry P[redacted]B&H Photo-Video

December **, 2016Revdex.com complaint #[redacted]B&H Web No: [redacted]Thank you for your order and this feedback. We regret your dissatisfaction. The Samsung you ordered was earlier priced at $625.00 as recently as November. That price was itself discounted from $847.99.The lower price and the free...

Garmin were, like most similar rebates, subsidized by Samsung USA. When a price drops this much and the product is accompanied by an auxiliary item retailing for 79.99, it is apparent the retailer cannot support those prices unless assisted by the distributor.When we made this offer we expected Samsung to continue to support it and are as dismayed as you are that they cannot now do so and have discontinued the TV in question. This order has been cancelled. The 50” 4k TVs we now have in stock are here: [redacted]-- Henry P[redacted]B&H Photo-Video

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]