B & H Photo-Video, Pro Audio

B&H has continuing policy to ask for ID at point of purchase even knowing that there are merchant agreements with credit card companies that make required ID unlawful.

Review: I ordered 2 everfocus cameras which cost ~ $1200 which I ended up not being able to use. I returned the cameras (within the return period) and they were delivered back with tracking showing that they arrived 12/**/14. I have still not received a refund on my amex. I have called 5 times and no resolution. Everytime I am told something else. This is unexceptable.Desired Settlement: I would like this documented on the Revdex.com website as a legitimate complaint. I would like a full refund with interest. I will also be disputing this with AMEX and will never shop at B+H again!

Business

Response:

January **, 2015Revdex.com Complaint #[redacted]B&H Web No: [redacted]This customer ordered two (2) EVEZN3340 EverFocus EZN3340 HD Outdoor IR Bullet Network Cameras. They are clearly marked "Special order," on our website. Special order items cannot be cancelled, returned or refunded under usual circumstances. Despite that when the customer requested return authorization we sought the same from our vendor. We recently received their permission to return these cameras. Under B&H [redacted] the refund the customer requested has been issued. -- [redacted]

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

I even have copy pasted their ad on a word doc for proof.Desired Settlement: I want them to simply honor what they advertised on their website and provide me with the 2 year extended warranty.

Business

Response:

December *, 2013

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

Canon EOS 60D DSLR Camera Kit with Canon EF-S 18-200mm IS Lens

Includes Free SanDisk 16GB SDHC Memory Card Ultra Class 10 UHS-1 Ruggard Commando 36 DSLR Shoulder Bag

Canon EOS 60D Digital SLR Camera with 18-200mm Lens & Basic Accessory Kit

Includes Ruggard Commando 36 DSLR Shoulder Bag, Watson LP-E6 Lithium-Ion Battery Pack (7.4V, 1750mAh), Vello FreeWave Plus Wireless Remote Shutter Release - 2.4GHz (for Canon), Zeiss Liquid Lens Cleaner - 3 oz., Pearstone Microfiber Cleaning Cloth, 18% Gray (7 x 7.9"), Vello Glass LCD Screen Protector for Canon 60D & 60Da, uminesque 72mm UV and Circular Polarizer Multi Coated Pro Filter Kit, SanDisk 16GB SDHC Extreme Class 10 UHS-1 Memory Card

Canon EOS 60D Digital SLR Camera with 18-200mm Lens & Deluxe Accessory Kit

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

The customer purchased our B&H # CAE60D18200, Mfr # [redacted] Price = 999.00 but only the B&H # CAE60D18200D

(B&H Kit) Price = $1,229.95 includes the SquareTrade warranty. Our website disclaimer says, in part, "Prices, specifications, and images are subject to change without notice.

Not responsible for typographical or illustrative errors." We regret the customer's dissatisfaction but consider this matter closed.

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

Consumer

Response:

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

Sincerely,

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

Business

Response:

January ** 2016New York Revdex.com complaint #[redacted]B&H Web No: [redacted]I think it is a bit ironic that we received this order today at 12:17pm EST and the email I received from the Revdex.com letting me know about this complaint is dated today at 3:02pm EST. Here's a customer who doesn't waste any time at all.The fact is (as you can see from the attached screenshots captured while this customer was placing this order) the ordered item was clearly and unambiguously marked:Back-orderedShip Time: Not availableOnline OnlyExpected availability: January ** 2016The customer's complaint is without merit. If the customer wants to cancel this order we will do so and issue a refund. He should contact [redacted] if that is his preference.-- 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:There was nothing about backorder on the web site at time of my order, I called the customer service after I received email and discover the item is on backorder and anyways you should not take my money before you ready to ship the item. I insist the complaint still in force, please get the order delivered to me ASAP - this may resolve the issue. Thanks for reply.

In order for the 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]As I said before, I thought it ironic he customer's original complaint to the Revdex.com was submitted one day after the order was placed.When it was placed we advised, "This item is backordered by the manufacturer. Order now and we'll deliver when available."It's doubly ironic to receive this additional complaint when the customer's order has since been shipped. At this moment [redacted] reports:[redacted]I presume this matter is now closed. -- 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. I have received the item , so no more reason to complain, please close the complaint.

Sincerely,

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

Business

Response:

January **, 2016Revdex.com Complaint #[redacted]B&H Web No: [redacted] The customer bought and paid for a Intel NUC6i3SYH Mini PC NUC Kit B&H # INBOXNUC6I3H MFR # BOXNUC6I3SYH which is priced 299.99. He apparently wanted to buy a Intel NUC6I5SYK CORE I5 I5-6260U 1.80 GHZ B&H # INBOXNUC6I5K MFR # BOXNUC6I5SYK which is priced 369.99.At his instruction the B&H # INBOXNUC6I3H in his order was deleted and a refund has been issued. He is welcome to place an order for a B&H # INBOXNUC6I5K any time it suits him.-- Henry P[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]

Either the seller did not tell the truth or he was not aware of wat was posted on his website. Attached are a pdf file of the advertisement and the original invoice before I asked the seller to remove the computer from the order because of the product switching. You could see clearly that B&H posted a NUC6i5SYH at US $299.99. If B&H switched products when the selected item was deposited in the shopping cart, there is nothing a customer could do. Again, if it was indeed an honest mistake from B&H, the general policy in this kind of situation is to honour what the Customer saw and sell the product at the advertised price.Cordially,[redacted]P.S. : I never had the intention to purchase a NUC6i3SYH from the start, that is why I had it removed from the order.

In order for the 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]The customer wrote, "[redacted]" Leaving the threat aside, a refund in the amount 315.44 has been generated and transmitted to [redacted]. The length of time before they confirm this to the customer is out of our control.-- 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:

[Your Answer Here]

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

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

Sincerely,

This company will send items you did not order and then use the shipment information to charge your account. I order a product and they delivered something completely different. When contacted they agreed that it was the wrong item but have not issued an RMA or reversed the charges. I did have the credit card reverse the charge but B&H sent them a [redacted] tag showing 'something' showed up and that was enough for the credit card company to reinstate the charge.

Refuses to Honor Warranty:
Be sure to check the serial number of the product B&H Photo sends you (the actual number on the product, not just the box), otherwise you might get ripped off like I did. I purchased an Olympus Camera from B&H Photo, paying more to buy from them because they had a warranty. It was only when the waterproof camera leaked and I tried to return it did I discover the problem. They refuse to honor their warranty due to the different serial number. This was the camera they sent me [how many cameras do they think I have?]. This used to be a good reputable company. They don’t seem to mind losing a loyal customer . . . . I will never purchase another product from this company again, and I would advise anyone dealing with them to exercise caution.
If you chose to deal with B&H Photo, be sure to check anything they send you including comparing the actual serial numbers on the product. Otherwise you might get burned like I did!

This is one of the finest companies I have ever had the pleasure of dealing with. They turned what could have been a horrible experience into a positive one. I ordered a computer and within 4 days of its very prompt arrival the hard drive became corrupted and refused to boot up. I was email a postage paid return slip that day. I returned it and a second computer was delivered, again very quickly. This computer failed to recognize the hard drive and I called back that day. The gentlemen on the line apologized numerous times for the problems I was having and suggested I might want to just send the computer back and try another computer (from anywhere - not just from B&H). Again I returned the computer at B&H's expense and my credit card was credited tor the purchase. THIS COMPANY REALLY SEEMED TO CARE and despite selecting another computer which they didn't carry I would highly recommend B&H (and have done so several times already) and will definitely shop there again.

Review: The buyer provided the correct shipping address to the seller during the online purchase. The seller mailed the item to a wrong address which they said was provided by [redacted]. The buyer immediately called the seller for their mistake and the seller requested the buyer to wait for 8 business days before they would guarantee to either refund or send a new item. After 8 business days, the seller refused to do anything even if the buyer had the complete record of the communication which includes the seller's refund promise. This seller did steal money from the customer by providing fake information.Desired Settlement: Refund the item which was never delivered to the customer.

Business

Response:

January **, 2015Revdex.com complaint #[redacted]B&H Web No: [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

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]

B&H failed to ship the item to the address which was given by the customer during the purchase. Instead they shipped the item to a wrong address with a wrong receiver name. They once guaranteed that after 8 business days, they would give the customer a refund but failed to do so. The following is the communication between the customer and B&H. [redacted]

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

Business

Response:

[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

Review: Order misfit bloom necklace on their web site, received the necklace and is was the wrong necklace. I called to return item and get the right one! They found out it was incorrect item on website and informed me about it! Then they said they could sell me the one I really wanted for $75, the bloom necklace was and still priced at $49.99 on the website! They did agree it was their fault but would not order the price! Ido have a phone shot of the website with bloom necklace for 49.99 pre-order!Desired Settlement: To honor the price that was on their website for the misfit bloom necklace! They did refund my money but this is either false advertisement or switch in bait, either way not right !

Business

Response:

August *, 2014

Revdex.com complaint #[redacted]

B&H Web No: [redacted]

On 7/**/14 this customer placed an order for one [redacted] = Misfit Wearables Bloom Necklace for Shine (mfg SN0A0). The price was 49.99. On 7/**/14 the customer advised the item delivered was not the item the customer wanted. We issued return authorization and a pre-paid UPS return label. On 8/*/14 we received the returned item and a full refund was processed. We regret the apparent error and the customer's inconvenience but with our issuance of the refund, the customer is made whole.

The item the customer apparently wished to purchase is a more expensive Misfit SNIAO. We offered to sell this to the customer at the discounted price of #75.00. That offer stands. We will not sell the Misfit SNIAO for $49.99.

--

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]

Because I want the price for the items that I ordered this is either a switch and bait that they usually do or it's false advertisement either way I want the price that I ordered the item for and I will gladly pay that price again because they have issued me a refund and I do agree that they have issued a refund but I want the item that I ordered on their website for the $49.99 which was stated on their website

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

Sincerely,

Business

Response:

August **, 2014

Revdex.com complaint #[redacted]

B&H Web No: [redacted]

The customer purchased a product for $49.99 with which he was dissatisfied. The product was returned and a full refund made. The customer has been made whole. The customer now feels entitled to be sold a product priced at $79.99 for $49.99. We decline to honor this request.

--

Consumer

Response:

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]

Still is switch and bait or advertisement fraud!

All I'm asking you to do is honor the advertisement you had on your website for the miss fit shine blue necklace for 4999 that is all I'm asking you to do

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

Sincerely,

Review: Vendor wont credit my merchandise I returned on Sept [redacted] . Claimed I didn't return my manual or antenna So sent it back the next day . They have avoided me crediting my Bill me Later Acct. for a measley 279.00 and all I wanted to do was up my Equipt model.Desired Settlement: Lets just put it this way . Crutchfield never dealt with me like this . Unproffesional.

Business

Response:

October **, 2013

Revdex.com Complaint #[redacted]

B&H Web No: [redacted]

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

and an AM Loop Antenna. On 9/**/13 at the customer's request we issued and emailed return authorization [redacted].

Our return policy specifies, "Conditions: Please read all conditions below. If conditions are not met, B&H

reserves the right to refuse the return or to charge a restocking fee

not less than 15%. All returned or exchanged items

must be in new condition, in their original box, and must include all

packing material, blank warranty cards, manuals, and all accessories."

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

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

--

B&H Photo-Video

Review: seller charged me $919 for a television that arrived damaged from shipping AND had no useable power cord. I contacted them and after several attempts the finally responded. I wanted to return the tv because they have no replacement. they offered $100 off the price so I decided to keep it since I have a power cord for it. The emailed me on 8/* stating they would post a credit within 5 working days. no credit was posted and they have not answered repeated requests for the credit due to me and promised. I have all the emails and pictures of the damaged television that can be provided to prove these statements.Desired Settlement: they need to post the $100 credit as promised.

Business

Response:

[redacted]

We appreciate this customer's order and regret his dissatisfaction and inconvenience. When he first reported his difficulty we issued return authorization and a pre-paid UPS return label in the event he wished to return this item. We also offered a $100.00 refund if he kept it. He advised us he would consider these two options and let us know his decision. We then waited for his reply. Receiving none we concerted our credit memo to a refund this morning. The bank which issued his Visa account should be able to confirm this in a few days.

--

Consumer

Response:

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:

This response is drivel. I NOTIFIED them on 8/* that I would accept the partial refund for their botched delivery and dented television.I actually received an email from on the SAME DAY stating they "applied" the refund and they never did. PLEASE SEE ATTACHMENT

I will not accept this bogus explanation. after all of the back and forth and useless worrying this issue has caused me they should refund $150 instead of the original $100.They are attempting to feed the Revdex.com a lie and that is unacceptable. I can't believe this is an accredited business....it's a disaster

The tv set did after all arrive DENTED and with THE WRONG POWER CORD. It's reasonable that both of these defects are worth at least $150.

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

Sincerely,

Business

Response:

[redacted]

We appreciate this customer's order and regret his dissatisfaction and

inconvenience. When he first reported his difficulty we issued return

authorization and a pre-paid UPS return label in the event he wished to

return this item. We also offered a $100.00 refund if he kept it. He

advised us he would consider these two options and let us know his

decision. We then waited for his reply. Receiving none we concerted our

credit memo to a refund this morning. The bank which issued his Visa

account should be able to confirm this in a few days.

--

Consumer

Response:

On august [redacted], I received this email;

When b&H states that they received "no response" regarding whether I wanted to return the merchandise or receive a credit , they are ignoring the facts and being untruthful.I specifically emailed Yonnah Rennert , and consequently received the email stating they "applied" the credit, they did not in fact apply anything. they sent me an email then according to [redacted] with whom I spoke with today (8/**/14), he and his "[redacted]" left for vacation the subsequent week and NO CREDIT WAS ACTUALLY APPLIED. I don't know what language to use in order to communicate with this company but apparently English is not working.

[redacted]

Review: Hello, my order # is #[redacted]. The reason that I am emailing you is because of a order I placed on 3/**/15. I purchased a http://www.bhphotovideo.com/c/product/1086715-REG/IPAD_MINI_3_WI-FI_+_CELL_128GB...⇄ iPad mini 3 128gb cellular from your company for $679.99. I am wanting to price match this item, and would like to be refunded the difference. [redacted] has the exact same item for $579.99. I would like to be refunded the $100 difference. Here is a url showing the price at [redacted] My friend told me your company would refund me the difference if I just let you know. Please issue a refund for the difference. Please email me back. Thank you.

Order # [redacted]

The price now on [redacted] website is $729.99 but during the entire time I tried to contact your store it was the $579.99. I was unable to contact your store because your store was closed for like 10 days for Easter. I tried to email, I tried to call but I could not contact you because of your store closing. I called customer service a few minutes ago and they said they would not refund me the $100 difference. It's not my fault your store was closed for 10 days for Easter and I could not contact you. I even have a picture and screen shot of the price at [redacted] proving it was $100 cheaper. I will never trust your store with my purchases again if this matter is not resolved. If you can't refund the $100 difference I will return the item and contact the Revdex.com and file complaints online. Please let me know if you can help.Desired Settlement: I would like a refund of $100. Your customer service told

Me before I placed a order that they price match with no problem doing so. Now that I purchase the item and it's cheaper you will not honor the price match.

Business

Response:

April **, 2015Revdex.com Complaint #[redacted]B&H Order # [redacted]We appreciate this customer's order and regret his dissatisfaction. B&H does not offer a price-match guarantee and never has. We endeavor to say, "Yes," to individual price match inquiries whenever possible and regret when circumstances dictate we cannot. In this instance we cannot. This is not related at all to when the order was placed nor to our recent week-long Passover hiatus. Unfortunately no price adjustment for the Apple 128GB iPad mini 3 (Wi-Fi + 4G LTE, Gold), B&H APIPM3128G, is possible.-- [redacted]B&H Photo-Video

Review: I ordered a video splitter from B&H on Nov.**, 2014. Under (B&H) their terms of "Special Order" means the product is non-returnable/refundable. "Special Order" should also really mean "Out of Stock". It has taken over 4+weeks (and I'm still waiting for the product). If I had known that "Special Order" truly means out of stock, I would have gone to another vendor that has a more truthful advertisement in their website, showing that it is in stock. Now, I can't return it or get a refund because the product falls under "Special Order". What is a reasonable timeframe that B&H should just give up and say they don't have the product and refund my order in a honorable way.Desired Settlement: Since I have not received the product and it's taken over 4+weeks for an undelivered product, I want a full refund.

Business

Response:

December*, 2014Revdex.com Complaint #[redacted]B&H Web No: [redacted]We appreciate the customer's order and regret the unanticipated delay. The item will be cancelled from this order and a refund will be issued to the customer's [redacted] account.-- [redacted]B&H Photo-Video

Review: I've bought an [redacted] Care Protection Plan at the NYC B&H Photo Video Store, on 11/**/2014. At the time of the bought, they told me that this [redacted] Care Plan was an Auto Enroll plan. They told me that, automatically, my [redacted] care protection plan would be added to the serial number of my MacBook Pro. So, when buying, they don't delivered me any box, card, or physical item.

Today I've tried to check my protection plan with [redacted] and I discovered that the plan was not automatically added/registered with [redacted].

Then I've tried to contact B&H Photo video, to try to resolve this. First they told me that this plan is Auto Enroll, and that I could check it at [redacted]. I did the double check and, again, I saw that my plan was not registered with [redacted].

Then I've contacted B&H Photo Video again and several times. Now they are saying to me that the [redacted] Care Protection Plan that I've bought is not an Auto Enroll plan. That the Plan I've bought should come in a box, it's a physical item. Inside the box should have a serial number that I should register with [redacted].

But, when buying, they did not delivered any box to me.

So, now, I'm very frustrated with this and I would like to cancel this buying and get the refund of the [redacted] Care Protection Plan that they sold to me, but they did not delivered!Desired Settlement: I would like that the Store cancel this [redacted] Care Protection Plan that they sold to me and refund me. They did not delivered any box to me at the time of buying, and told me that they would not give any box because it was an auto enroll thing.

Business

Response:

[redacted]Revdex.com complaint #[redacted]B&H [redacted] dated 11/**/14This customer purchased numerous items in our store on Nov **, 2014, a year ago. One item was the boxed product [redacted]Care Protection Plan Extension for 15" & 17" MacBook Pro & 15" MacBook Pro with Retina Display (2-Year Extension) - B&H # [redacted]. It is featured on our website at [redacted] The product illustration there shows a boxed product the contents of which include the protection plan and instructions showing how the customer should register it with [redacted]. We regret the customer overlooked this and failed to complete the registration process. We do carry [redacted]Care plans with an auto-registration feature. For those, our product description says, "Your Mac Pro is automatically registered with [redacted]Care." The product the customer purchased and received does not include this feature. We cannot now cancel this transaction and will not issue a refund or store credit.-- Henry P[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:

They insists to say that I received a box with the [redacted] Care Protection Plan. But this is not true.So much not true that when I did first time contact B&H, they told me that my plan was automatically registered.I did not "overlooked" this. B&H cheated me. Told me that this would be an automatic register, and did not delivered anything.

B & H should recognize the error and refund me.

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

Sincerely,

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:

B&H Photo Video is not trying to resolve my complaint. Lamentable.

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

Sincerely,

Business

Response:

November *, 2015Revdex.com complaint #[redacted]B&H [redacted] dated 11/**/14The situation is unchanged. We will not issue a refund or store credit. I have nothing new to add.-- Henry P[redacted]B&H Photo-Video

First off, I don't write reviews. In fact, you'll see this is the only review I've ever written. I just moved into a new house and was sitting at [redacted] going through the process of ordering a 70" Vizio M-series 4k Ultra HD TV, when my roommate stopped me and told me to cancel the order through [redacted] and order from B&H to save on tax. I live in California, so this was going to save me around $200.
So I did. And I was REALLY excited about it. I placed this order on Thursday, January [redacted]. Seeing as B&H is located in NY, I knew it would take about a week for the product to get to me. For these large products, B&H uses a freight service (ABF) to transport their goods. Personally, I had never had anything delivered from ABF in my life. But I've ordered hundreds of things through [redacted] and other websites, and never really had a bad experience, so I didn't think twice.
Early the following week I received a call from an ABF agent to arrange a delivery for Thursday January [redacted]. Since I'm at a residence, I would have to be at the house to sign for the delivery. I accepted the delivery date and rearranged my work schedule so that I could have that day off to welcome my new 70" TV. So far, so good.
Thursday January [redacted] approaches and I'm at the house all day. 5pm comes around...no package. 6pm...nothing, 7pm....nothing. No package delivered, no phone call no anything. So I use the tracking number to see where the package is and it shows that the package is in [redacted] awaiting a Friday January [redacted] delivery. So it's late at night and I make some more phone calls for work to let them know I will need an extra day off to receive the package on Friday.
Friday - TV Doesn't show up.
I go through the weekend TV-less and then Monday rolls around. Around mid-afternoon I get a call from the ABF driver who says he is 15 minutes away. FINALLY! He shows up, with the massive TV Box and carts it into my house. He helps me lean it against the wall, then presents me the paperwork and I sign for the delivery. I noticed that the box itself had some wear on it, and I was a little concerned that the package might have been mishandled, but since there wasn't any significant damage to the box, I didn't think twice. Since it's a 100lb TV, I wait for my roommate to get home to unbox the thing. I didn't want to take any chances trying to do it myself.
When my roommate gets home, we take it out of the box. One of the styrofoam pieces that holds the TV in place in the box is completely snapped in half. We start to take the protective covering off the TV but before we can even pull it off the top 3rd of the screen, I NOTICED A BASEBALL SIZED CRACK IN THE SCREEN. This was clearly caused by some sort of blunt force trauma, since it is round and webs out from a central location. Then I notice the two metal stands that go in the bottom of the TV both had wear on them like this product was used!?
Anyhow, I was livid - but I still had faith that B&H would make this right for me. It was way past their customer service hours, so I set an alarm for 6am PST (9am EST) so I could be the first to express my anger and frustration with this whole situation.
I wake up at 6am on Tuesday February [redacted] and place my call to B&H customer service. I get an agent by the name of Harry who I briefly explain my situation and mention it might be best to just patch me through to a supervisor who can assist me best in this matter. He insists that he can do his best to help me - so I give him the whole run down. He apologizes and explains that they can ship the same TV out to me and exchange it for the broken one. No discount offered, just an even swap. I'm sorry, but I had no interest in waiting another 2 weeks for a TV to show up at my house (and in an unknown condition nonetheless). I'm not taking those chances. So I ask if they can overnight a TV - no can do. I ask for them to give me the new TV for free - no can do. I ask if they can give some sort of discount - AHA! - Harry explains he can check with his supervisor and puts me on hold. FINALLY, some sort of compensation for such a terrible situation! While on hold I wondered how much they would discount...10%, 20%, 50%!?
Harry comes back on the line - "[redacted]". EXCUSE ME!?!? $50 is a 2.7% discount off of the retail price. Complete slap in the face. I ask to transfer me to a supervisor. He puts me on the line with his supervisor Ike who essentially says the same thing. If I accepted this offer, that would have meant that I would have waited 4 weeks for a working TV for $50 off retail. The fact that it "can't" be overnighted still baffles me. How do these things arrive from China? By boat? It only weighs 100lbs - I weigh 210lbs and I can fly from CA to NY in 6 hours? This was a clear indication that B&H had no interest in truly righting any wrongs. Sorry B&H - but you failed MISERABLY.

Review: I purchased a laptop in Dec 2012 with a 3 year warranty. The laptop stopped working in March 2014. I sent it in to the warranty for repairs in May 2014 and I was very displeased with the service I received.

- My laptop stopped working again a few weeks after receiving it back from the warranty

- The warranty did not communicate what was wrong with the laptop

- My laptop was returned with scratches

- The box to my laptop was thrown in the trash by the warranty

After expressing my distrust about the warranty, I was told that I can take my computer to any repair shop and get reimburse, with approval. I was told a representative would respond back to me with my concerns. After waiting 3 months for a reply, I paid out of pocket to have my laptop fix. I called the warranty today and asked for a full refund of $159.99 for my warranty purchase because the service was very poor and the warranty is of no benefit to me. I was told that I would get a call back again from a [redacted]. I told them that I was still waiting for a call back from August 2014.Desired Settlement: I do not want to be reimburse for the repair I paid outside of the warranty. I want a refund for the amount of the warranty of the laptop [that is still current], and I want a refund for any other product that was purchase after the laptop with the same warranty.

Business

Response:

October **, 2014

Revdex.com complaint #[redacted]

B&H Web No: [redacted], dated 12/**/12

We regret the customer's dissatisfaction. Her order comprised a Sony VAIO E Series 17 SVE17122CXB 17.3" Notebook Computer (our SOE17122CXB) and a Squaretrade three (3) year warranty ([redacted]).

The customer wrote, "I want a refund for the amount of the warranty of the laptop [that is still current], and I want a refund for any other product that was purchase after the laptop with the same warranty."

The Sony notebook computer is the only product covered by the warranty. Since one year remains of the three year coverage we are issuing an electronigc gift card in the amount of $50.00, which represents approximately one-third of the original purchase price of the warranty. This is the amount of the warranty of the laptop [that is still current].

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Review: they sold me, in 2014, a product which was known to be defective way back in 2012. this known defect was not made public in any of the description in their website.

they refuse to refund my money. instead, insisiting that the product is under warranty. who cares about a warranty from companies that sell known defective equipment !Desired Settlement: I just want my money back, immediately. I paid with paypal. I want the refund back in my paypal account.

Business

Response:

May *, 2012

Revdex.com Complaint #[redacted]

B&H No: [redacted]

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

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

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

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B&H Photo-Video

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

Business

Response:

July **, 2013

Revdex.com complaint # [redacted]

B&H [redacted] dated 5/**/13

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

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

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B&H Photo-Video

Business

Response:

August **, 2013

Revdex.com complaint # [redacted]

B&H [redacted] dated 5/**/13

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

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B&H Photo-Video

Consumer

Response:

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:

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

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

Sincerely,