B & H Photo-Video, Pro Audio

Review: Cancelled an order, but 3 month later sent product and retrieved funds out of church account. Sent product without actually notifying customer before taking funds from bank account. When I called B & H Photo concerning the matter, they wouldn't take the item back unless we paid $150.00 freight.Thanks, [redacted]Desired Settlement: Send a Shipping Order slip without charge to send their item back. And that B & H Photo would deposit the money back into bank account.

Business

Response:

July **, 2013

Revdex.com Complaint ID [redacted]

B&H [redacted] dated 03/**/13

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

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

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

--

B&H Photo-Video

Review: 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:

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,

Business

Response:

[redacted]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 = $266.00A 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.-- [redacted]

Consumer

Response:

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]

When I spoke to B&H they will not give me his name it may have been [redacted]. 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 Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

[redacted]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.-- [redacted]

Review: 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:

[redacted]

Revdex.com complaint #[redacted]

B&H Web No: [redacted]

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 [redacted] 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 [redacted].

--

Consumer

Response:

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]

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 Revdex.com 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 Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

[redacted]

Revdex.com complaint #[redacted]

B&H Web No: [redacted]

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.

Review: 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 **, 2015Revdex.com Complaint #[redacted]B&H Web No: [redacted]This customer purchased a APMBAMD7601B = [redacted] 13.3" MacBook Air Notebook Computer MFR # [redacted] 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 [redacted] account. That chargeback is being contested.-- [redacted]B&H Photo-Video

Review: On 1/*/2015, I saw the advertisement of B&H app in [redacted] Play Store that "Buy with [redacted]" 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 #[redacted]. 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:

[redacted]Revdex.com Complaint #[redacted]B&H Web No: [redacted]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 [redacted] where we made no mention of any discount or other [redacted]-related promo or consideration because at the time the order was placed none was in effect. We regret he came upon a post by [redacted], 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. -- [redacted]B&H Photo-Video

Consumer

Response:

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]

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 Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

March **, 2015Revdex.com Complaint #[redacted]B&H Web No: [redacted]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.-- [redacted]B&H Photo-Video

Review: BH cancelled my order without reason!I found there was new ipad air1 64g+4G in [redacted]!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 *, 2015Revdex.com Complaint #[redacted]B&H Web No: [redacted]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 [redacted] account. The ordered item is now out of stock and discontinued. -- [redacted]B&H Photo-Video

Consumer

Response:

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]

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 Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

March *, 2015Revdex.com Complaint #[redacted]B&H Web No: [redacted]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 [redacted] 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 [redacted].-- [redacted]B&H Photo-Video

Consumer

Response:

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]

I never received ridiculous explanation!

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

Sincerely,

Review: 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:

[redacted]Revdex.com complaint #[redacted]B&H Web No: [redacted]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 [redacted] the missing item is being sent at no charge.-- [redacted]B&H Photo-Video

Review: I placed my Order Number: [redacted]about 22days ago at http://www.[redacted].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

Revdex.com Complaint #**

B&H Web No: **

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

--

B&H Photo-Video

Review: 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 CLOSEDDesired 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

Revdex.com Complaint #[redacted]

B&H [redacted]

The customer placed this order on 10/**/13. It was shipped the same day. The UPS package tracking number for this package was [redacted]. 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 Revdex.com complaint the customer wrote, "No sign no refund." He is essentially correct.

--

B&H Photo-Video

Consumer

Response:

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:

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 Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

November **, 2013

Revdex.com Complaint #[redacted]

B&H [redacted]

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

--

B&H Photo-Video

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

Consumer

Response:

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.

Review: 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 [redacted]:

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 [redacted]"

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 [redacted] shipping label. Please print the label and affix it to the outside of the box and drop it off at any [redacted] facility. You may find a [redacted] drop off location at [redacted]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 [redacted]"

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 [redacted], my name is [redacted]:

You are welcome please let us know when you dropped it off by [redacted] 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 [redacted]"

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 [redacted], my name is [redacted]:

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 [redacted] 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

[redacted]"

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 [redacted], my name is [redacted]:

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

[redacted]"

"Hello [redacted], my name is [redacted].:

I'm sorry for our mistake. We weren't clear to you that you need to notify us once it's dropped off at [redacted] 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,

[redacted].

B&H Photo Video and Pro Audio

The Professional's Source.

E-Mail Customer Service Department

[redacted]"

So instead of getting the bag on the [redacted], 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 [redacted], my name is [redacted]:

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 **, 2015Revdex.com Complaint #[redacted]B&H Web No: [redacted]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 [redacted] 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 [redacted] with a pre-paid [redacted] 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 [redacted] could confirm the return was en route to us. The customer did not inform us when the return was handed over to [redacted]. We received the return Jan **, 2015. Under [redacted] 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 [redacted]-- [redacted]B&H Photo-Video

Consumer

Response:

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:

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, [redacted], 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 [redacted] 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 Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

[redacted]Revdex.com Complaint #[redacted]B&H Web No: [redacted]Under the circumstances we presume this matter is now concluded.-- [redacted]B&H Photo-Video

Consumer

Response:

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:

The merchant hasn't been able to provide an appropriate solution to rectify the situation.

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

Sincerely,

Review: 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 [redacted] to get the problem fixed. After sending it to [redacted] 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 [redacted]. I have sent the camera three times to [redacted] 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 **, 2015Revdex.com Complaint #[redacted]B&H Web No: [redacted] on 04/**/14This customer purchased a [redacted] DMC-LZ40 digital camera on April **, 2014. [redacted] reports it was delivered 04/**/2014. With the camera the customer purchased a 2-year [redacted] 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 [redacted] USA in addition to the [redacted] 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 [redacted] warranty. Thereafter it is with [redacted]. B&H will not issue return authorization for this camera at this late date nor will we consider a refund or store credit.-- [redacted]B&H Photo-Video

Review: 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:

[redacted]

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.

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Consumer

Response:

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 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 Revdex.com 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:

[redacted]

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:

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:

Can someone please explain to [redacted] that returning the product to the Manhatan store is not an option, as I live in another country. Can someone also explain to [redacted] 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 Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: 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

Revdex.com Complaint #[redacted]

B&H Web No: [redacted]

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 [redacted]. 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 [redacted] and [redacted]. When we receive and process the return another of the same product will be shipped.

Consumer

Response:

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]

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 Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: 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 [redacted] 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 [redacted] 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 [redacted] 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 [redacted] 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 [redacted] 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 *, 2016New York Revdex.com complaint #[redacted]B&H Web No: 1[redacted]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 #[redacted] 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 #[redacted] Shipped" The address information was repeated and a [redacted] package tracking number and tracking link were included. [redacted] 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 [redacted] is not 100% reliable in making these adjustments no matter how amenable they are to receiving the instructions. The second it that [redacted] (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[redacted]B&H Photo-Video

Consumer

Response:

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 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 [redacted] 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 [redacted] 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 [redacted] 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 [redacted], when the request never went in. Why was the request never submitted to [redacted]? 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 [redacted], 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 [redacted] would have it changed. That still does not explain why the request was not fulfilled.

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

Sincerely,

Business

Response:

January *, 2016New York Revdex.com complaint #[redacted]B&H Web No: [redacted]Nothing the customer said alters the facts, which I relayed earlier.-- Henry P[redacted]B&H Photo-Video

Consumer

Response:

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:

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. [redacted] will not make any more attempts since the refusal to return was made.

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

Sincerely,

Review: 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.

[redacted]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

Revdex.com Complaint #**

B&H Web No: [redacted]

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

Review: 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 [redacted], 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 [redacted] 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 [redacted]. As of this morning ([redacted]) 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 $2699Desired 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.

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B&H Photo-Video

Consumer

Response:

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:

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 Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

January *, 2014

Re Revdex.com # [redacted]

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.

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B&H Photo-Video

Consumer

Response:

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]

Dear Revdex.com,

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 Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: 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

Revdex.com Complaint #[redacted]

B&H Web Nos: [redacted] and [redacted]

B&H Web No: [redacted] was cancelled at the customer's request before it was shipped. Web No: [redacted] 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

Review: 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[redacted]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[redacted]B&H Photo-Video

Consumer

Response:

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,

Review: 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 *, 2015Revdex.com Complaint #[redacted]B&H Web No: [redacted]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 # [redacted] is not eligible to be returned for refund, store credit or exchange.-- [redacted]B&H Photo-Video