B & H Photo-Video, Pro Audio

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].  However, the business has actually made good on the original offer following submission of their response to the Revdex.com.  I have accepted their original offer and consider the matter settled satisfactorily.  
Sincerely,
[redacted]

[redacted]
[redacted]
[redacted]The customer placed this order at approximately *:30pm ET on */*/16. The item ordered was SOSPMS13099E = Sony Movie Studio Platinum 13 (Download). The product information page on our site is...

[redacted]. There we advise:In StockShip Time: Emailed within 24 hours -- After purchasing this software download product, you will receive an order confirmation email and an additional email containing your software link/instructions (usually within minutes, but may take up to 24 B&H business hours), This item is non-cancelable and non-returnable.Online OnlyElectronic DownloadThe customer was alerted the download might not be available for 24 hours and was alerted that this item is non-cancelable and non-returnable. The vendor emailed the customer with the download information on */*/2016 at 9:43am. Neither the vendor nor B&H will issue a refund for this purchase. -- Henry P[redacted]B&H Photo-Video

May **, 2016Revdex.com complaint [redacted]B&H Web No: [redacted]We received this order at 5:01pm EDT on May [redacted]. Despite the hour it was shipped the same day. The ETA was May [redacted] confirms the shipping date on their website saying:[redacted]     [redacted]...

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

October **, 2014
Revdex.com Complaint #[redacted]
B&H Web No: [redacted]
Under our order [redacted] the current version of the software, an electronic download, is being sent to the customer.
--
[redacted]
[redacted]

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

[Your Answer Here]
When a product's retailer provides contradictory information to the product's manufacture, it's obvious people choose to believe the authentic manufacture's information. [redacted] responded my request to this issue "this device was originally purchased on **/1/16" and "I would recommend contacting B&H video, if you were lead to believe this device was out of factory new!".I neither have heard any such complaints from other reputable venders / retailers. If it was an known issue already to B&H video for a while, could B&H video provide any solid proof that they had worked with [redacted] to resolve it before my case?B&H video promised to sell an authentic brand new product but failed, according to the info this product's manufacture provided.  In order for me to re-purchase an authentic new product from a source I can trust, it is fair that B&H video not only return and refund in full of what I have paid, but also provide the price difference to compensate this re-purchase.  Currently, I see a $100-$150 increase in price to purchase the same product from a trust source.  I used to be a loyal customer to B&H video.  I hope B&H video can keep its integrity and show the fairness to its customers. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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

I 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,
[redacted]

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

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,
[redacted]

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

[redacted]
The customer wrote, "...the case can be considered closed." We agree. The case is closed.
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[redacted]
B&H Photo-Video

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

While B&H would like to hide behind the "we are not really responsible for anything on our website" statement, the facts submitted are not correct.  This was not a promotion or "offer" - the software was part of a complete package/bundle/set of components.  The LR6 software has been included with that camera since its introduction in September 2014.  It is also included with almost all other higher end Leica cameras.  B&H claims the so-called "promotion" was ended in April 2016.  However, they still promoted the item as included in the package, as did Leica.  B&H EVEN SPECIFICALLY CONFIRMED THAT THE SOFTWARE (LR6) WAS IN FACT BUNDLED WITH THE CAMERA  IN A WRITTEN RESPONSE FROM B&H STAFF IN NOVEMBER 2016.  If a consumer asks a specific question of B&H, and B&H responds in writing, a consumer should be able to count on the validity and honesty of that answer.  B&H had every opportunity to either correct its published information or fact-check its own answers to consumer questions.  Under no definition of fairness or equity should a company be able to make a statement of fact, in writing, that consumers rely on to make a purchasing decision and then simply say 'sorry, wrong, we didn't mean it'.  I think that is commonly referred to as deceptive advertising, or simply lying.  And if truly a mistake, then be stand-up about it, take responsibility, and do the right thing.  Apparently Mr P[redacted] does not believe in standing behind the words of his own employees.  Shameful.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

March ** 2015Revdex.com Complaint #[redacted]B&H Web No: [redacted]Since the customer has bgeen discussing this with me via email and in a web-based forum, and with others in our customer service department via phone he no doubt already knows how we will reply to this inquiry regarding a purchase which...

was made Nov **, 2014. [redacted], the company which made and marketed this product advised is as follows:If customers (endusers) want to file the complain of the product after 30days of purchased, please have them to contact our customer service direct.  Our team already received the correct instruction from our upper management and will taking care of them direct.Additional information from [redacted] is in the attached file. This information has already been provided to the customer. We have also informed him that if he can obtain return authorization from [redacted] we will honor it.-- [redacted]B&H Photo-Video

February *, 2015Revdex.com Complaint #[redacted]B&H Web No: [redacted]The customer's complaint is about two issues. He ordered a "What's New in Adobe Photoshop CS6" DVD, which had to be shipped. That is why a shipping fee was applied to the transaction. It has since been refunded under our [redacted], as...

a courtesy.He also ordered  Adobe Photoshop Extended CS6 for Mac and Windows (Single User Educational License) - B&H # [redacted]. This item is featured on our site at [redacted]. There we clearly say, "FOR STUDENTS & EDUCATORS ONLY -- Proof of eligibility MUST be provided prior to using this software." There is a link from there to [redacted] where student edition eligibility conditions are spelled out in detail. The product information pages advises, "This product must be downloaded from the Manufacturer's website. You should receive the license code to complete your order within 1-3 business days. Orders placed on Weekends or Holidays are processed the next business day."The customer wrote, "I order product and paid for 2 day delivery on the [redacted] of February ..arrival suppose to be on [redacted] which isn't 2 day... " We received this order the afternoon of Feb [redacted]. It was shipped Thur Feb [redacted]. Feb [redacted] was in fact two business days -- Friday, 2/* and Monday, 2/*.The same product information page also says, "Ship Time: Emailed within 1-3 business days - Electronic Download  - Free Expedited Shipping." Finally, the customer';s request for a refund is denied. Our site says, "Electronic Software Downloads are not returnable or refundable." We paid for this software when we provided the download link to the customer. We cannot be reimbursed for it, whether the customer has used the download link or not.-- [redacted]B&H Photo-Video

[redacted]Revdex.com Complaint #[redacted]B&H Web No: [redacted]The attached screenshot is from our bank. It clearly shows a lien or "authorization" was placed on the customer's account on 5/*/15. It also shows the same lien or "authorization" was lifted on 5/**/15. We did not have the customer's money. We did not have access to the customer's money. We do not have the customer's money.-- [redacted]B&H Photo-Video

July **, 2016Revdex.com complaint #[redacted]B&H Web No: [redacted], 5/**/16When the first return authorization was rejected the customer's merchandise was shipped back. When we receive it again we will issue a refund for however many radios we receive. Per [redacted], "The number you entered, [redacted], is not a valid tracking number."-- Henry P[redacted]B&H Photo-Video

December *, 2016Revdex.com complaint #[redacted]B&H Web No: [redacted]When we receive and have processed the return, a refund for the ordered items will be processed. We will not refund the original shipping fee. The customer is responsible for the return shipping fees as well as for any cross-border duty, customs, tax etc. -- Henry P[redacted]B&H Photo-Video

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

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

November**, 2014Revdex.com Complaint #[redacted]B&H [redacted]We appreciate this customer's order and regret what seems to have been our sales associate's error. We received this order 11/**/14 at [redacted] and, per the customer's request, issued a refund [redacted] the same day. Once we...

transmit refund instructions to our bank the length of time before the customer's bank will confirm the refund to the customer is entirely out of our control. While banks will routinely transfer mioney from a customer to a retailer immediately, federal UCC rules permit banks to be much slower when the transfer of funds goes from the retailer to the customer. Retailers have no control or influence over this process and can do nothing to quicken it.-- [redacted]B&H Photo-Video

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

[Your Answer Here]
As I argued before, it is not a warranty issue, rather the company sold me a fake product. I attached 3 pictures here: one is the receipt, one is the label inside the phone under the battery, the other the screen shot of the phone status page. The serial number on the label matches the serial number on the phone status page, however, the IMEI number does not match, indicating it is not an authentic phone. The serial number on the receipt does not match the serial number on the label, rather it is the same as the IMEI number on the label. This is another sign of fake phone. And this may explain the discrepancy that the company claims it is an unlocked phone while cell phone carriers said it is a locked phone.I request a full refund because it is not an authentic product.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

September **, 2015[redacted]
[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