December **, 2016Revdex.com complaint #***B&H # ***The customer placed this order on Dec *, It included:Patriot Blast 960GB SATA SSD Drive B&H # ***, which is clearly labeled, "Important Notice: This item is non-cancelable and non-returnableSpecial Order Expected
availability: 7-business daysThis is a Special order itemEstarrival at B&H is 7-business days (subject to availability)."Thermaltake Core XRiing Edition Cube Case (Green) B&H # ***, which is clearly labeled, "Special Order Expected availability: 1-Business DaysThis item is usually Drop Shipped from the MFR/Distributor within 1-Business Days (subject to availability)."We place orders for these items with our vendors as quickly as possible after receiving the customer's order to expedite the processIn order to cancel the customer's purchase we must reach out to our supplier and receive permission from them to make the cancellationThat is not always granted to us.Fortunately we did receive permission to effect the requested cancellationRefunds in the amount of and haves been processed-- Henry P***B&H Photo-Video
*** *** ***
*** *** ***
*** *** *** ***The customer purchased a HP Color LaserJet Pro M477fnw All-in-One Laser Printer (HEM477NW) on 6/*/On 6/**/at the customer's request we created and emailed return authorization *** and a pre-paid *** return labelA portion
of our return policy says:"All returned items must be in new condition, in their original unaltered box (including an intact UPC code) and must include all packing material, blank warranty cards, manuals and accessories."The customer apparently discarded the original package and packing materialWe regret he did but we are under no legal or ethical obligation to reimburse him for any expense he incurred as a resultWe will not refund the $he spent to return this item to usAs a courtesy we offered a $refund.On 7/*/16, under our transaction ***, we sent a replacement printerIt was packed with the same care and attention to detail as every other package we shipAt the customer's request on 7/**/we created and emailed return authorization *** and a pre-paid *** return labelWhen we have received and processed this return a refund will be issued.-- Henry P***B&H Photo-Video
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
The company is not providing a valid solutionThe "Choose Pre-Pay Duties & Tax, no additional charge at delivery" is UNDER the Free Shipping to Canada tabThe Camera is valid for the free shippingTheir website does imply at there is no additional cost to purchasing the camera which is misleading.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
*** *** ***
*** *** *** *** ***
*** *** *** ***This order was placed on March **, B&H has a thirty-day return policy time periodWe were closed April ** * **, which means we were open throughout the entire time the return policy was in effectThat return policy
has now expired and there is no reason, legal or ethical, why we should extend itThis complaint was filed after his return request was denied not once but twiceThis is petulance, an attempt to have the Revdex.com bully us into doing something the customer is not entitled to, which the customer knows he is not entitled to, but which the customers wants despite not being entitled to it.If the case is in as-new never-opened condition we will issue return authorization with a 15% restock fee, for a store credit, not for a refundIf the customer wants to pursue this he can email ***.-- Henry P***B&H Photo-Video
*** ** ***Revdex.com complaint #***B&H *** and ***The customer ordered the CR750MX300SS = Crucial 750GB MXSATA III 2.5" Internal SSDA the time this item was offered we were not aware the manufacturer intended to discontinue productionWe are sorry they made this decision
and sorry they were lax in advising us.The customer has the opportunity to purchase the Crucial 1TB MXSATA III 2.5" Internal SSD B&H # CR1050MX300S for or the Crucial 525GB MXSATA III 2.5" Internal SSD B&H # CR525MX300Sfor -- Henry P***B&H Photo-Video
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here] I did contact the police, the first report that was filed with was done online per Hagerstown *** ***, they said that is how they how the type of claimthat I called aboutSo that was what I did and I copyied and pasted what I got at the end of the police report that had the police numberI got email from B&H telling the Hagerstown *** didn't work with CascadeSo I called them and verify that and them moved on to *** *** *** *** *** **told me he also couldn't help and I should try *** *** *** or ***, and he also told to file a complaint with *** (which I did), *** (which I did) and Revdex.com (which I did).I spoke with both the *** *** *** (*** ***) and *** (*** ***) both told me that they would not send an Office out for this and would not do a police report.They both told me to tell the company to call them and they would direct them on this matter and also tell them they wouldn't do a report for thisI forward this information to B&H photoand and they still said per there email "no police report then no help from them" *** was out to my house and tracking is update (must click on shipping details to see all) *** Last update on package is as follows: 5/**/1:13pm We're attempting to verify the package location/Claim issued *** can't find the package either, so is B&H not wanting to give me a refund!
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** 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,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because
I understand that, for some, money is more important than ethical business practice. As a result, I will not do business with this company again, and I will urge others to do the same.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
*** *** ***Revdex.com Complaint #***B&H Web No: *** dated 5/**/14The customer purchased a SAI9300BLE = Samsung Galaxy S III GT-IInternational 16GB Smartphone (Unlocked, Blue)The product can be found on our site at *** where we say it includes a, "90-day B&H
Warranty." B&H also offers a 30-day return policy time periodThe product information page also linked to a list of carriers by countryIn China this phone operates with China Mobile and China UnicomWe cannot offer any advice or guidance on other local or regional carriers.Our return rate for this product throughout the time it was available is approximately 5%No other customer complained the phone was locked.The customer's first after-sale contact with us was on 5/**/15, a year after the date of purchaseOur return policy and the warranty have both expiredOur customer service department gave him the URL *** Because of the amount of time which has elapsed this order cannot be cancelled, the phone cannot be returned for refund, exchange or store credit.-- *** ***B&H Photo-Video
*** *** ***Revdex.com complaint #***B&H Web No: ***We have accepted the customer's return and processed a refundIt will appear in the customer's AmEx account during the next 48-hours.-- Henry P***B&H Photo-Video
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***
July **, 2017Revdex.com complaint #***B&H Web No: ***On December **, the customer placed an order for one ASUS ZenWatch Smartwatch (Silver Casing/Beige Leather Band) - B&H # *** and a Squaretrade warranty.Our return policy time period is thirty (30) days.We denied the
customer's request for return authorization on 3/*/and 5/**/On 3/*/and 3/**/we provided contact information for SquaretradeThe customer wrote, "On June **, I decided to send the watch along with the replacement band back to B&H in the hopes that they would accept the return..." despite the fact he had already been advised at least twice we would not do soOn 7/*/the watch was shipped back to the customer via *** package *** reports it was delivered 7/*/If the customer returned home on 7/*/17, the package would have been exposed to the elements if at all for less than hoursThe customer was specifically instructed NOT to return the watch to us but did so anywayNo refund or credit will be forthcoming-- Henry P***B&H Photo-Video
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I got the return policy from the web site which should be consider as an agreement that the company posted online. When I purchase the item, I am entering a contract with the business. The business sold me the product with the return policy, which was posted online in written format between the customer and the sellerIn this agreement, there is no words about 15% restocking fee.How can the seller do not respect what they posted online and said they have their own version of return policyThis is a fraud which has legal consequence. If you read all the post from yelp, you should know this company has very bad reputation about their return policy. They play with the words and tricked the customer to buy, thinking they can return the product within daysThis is not acceptable.I appreciate Revdex.com is helping the customers to fight this dishonest behavior
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** **
July **, 2015Revdex.com Complaint #***B&H Web No: ***B&H appreciates this customer's business and regrets his frustrationThe customer requested we have *** pick up the merchandise he wants to return*** reports they will make three attempts, beginning today, to retrieve this
merchandiseAs soon as we can confirm *** has picked the merchandise up and that it is en route back to us, a full refund will be issued.-- Henry P***B&H Photo-Video
*** ** ***
*** *** ***
*** *** *** ***On June ***, the customer ordered a *** = Gyration Air Mouse GO Plus with Low-Profile Keyboard B&H * *** *** * ***That is the product which was shippedThe attached screenshot from our website
shows both this item and the very similar Gyration Air Mouse GO Plus with Compact Keyboard B&H # *** *** * *** They are both $59.95.A third option is the Gyration Air Mouse GO Plus with Full-Size Keyboard (White Box) B&H # *** *** * *** The price is It can be found on our site at ***If the customer wants to exchange the item he received for the same-priced alternate we will happily obligeIf the customer prefers the more expensive option the customer will have to pay the differenceThe customer can also return this item for a refund if it can be returned to us in as-new condition with all the original packaging and inserts as it was when he received itTo accomplish this the customer should contact cs[at]***-- Henry P***B&H Photo-Video
*** *** ***
*** *** ***
*** *** *** ***The customer placed this order via our website on Fe4b **, and selected standard *** shippingThe package was shipped on Feb **, The *** package tracking number was Web No: ***The ETA was Feb **, The customer
specified the shaddress was the same as the biaddress.On Feb **, 2016, *** reported, "A *** My Choice delivery change was requested for this package/ Delivery to a *** Access Point™ location is pending." With that action, initiated by the customer, B&H was taken out of the loop as far as possession or responsibility for this package and its contentsThe customer chose the *** Store at *** *** *** *** *** *** ** *** as his preferred "Access Point Location." *** reports the package was delivered there on Feb **, *** also specified, "Package Must be Picked up By: Tuesday, 03/***2016," and "Special Instructions: Signature Required."A screenshot from the *** package tracking site is attached.Because the customer interrupted the delivery of the package by initiating a *** My Choice delivery change, the onus was and is on the customer to file and pursue a lost parcel claim with ***Our customer service notes say we advised the customer of this on March **, during a three-way call which included ***We also advised the customer that if *** issues a refund to us for the merchandise value we will in turn refund the customer*** has not done so.We r4egret the customer's dissatisfaction but under the circumstances will neither refund nor apologize-- Henry P***B&H Photo-Video
B&H is wrong in stating that I contacted them on Nov***Instead, I informed B&H on Nov*** immediately after receiving the item by writing them an email (see attached screen shots and email printout from B&H confirming the receipt of my contact on Nov***)But because no one was working at B&H on Nov***-***, I was only able to receive a reply from and was only able to reach a B&H customer service person on Nov***Yet B&H tried to blame it on me when I finally got to talk to them on Nov***, by questioning “why it took you several days to contact us,” insinuating that I might have done something to the product during the two days, while in fact I informed B&H right after I received the wrong item, and it is B&H’s own work schedule that had delayed the communicationI find it very disrespectful that the first thing that B&H chooses to do when I contacted them is to question the customer for “fraud” when the customer clearly suffers from loss from their wrongful handling of the orders/delivers, and the delay of communication caused by themIf there is any “fraud,” it is B&H who tries to pass off a $item as a $item. Their package contains only a Foscam R2, priced at $on their own website (attached)I sent pictures requested by B&H on Nov***, the same day that I was able to get a reply from them, showing that the item that I received was indeed a $instead of a $itemB&H said “We will investigate after receiving your pictures, but cannot tell you how long the investigation will take.” On Nov***, they did NOT tell me to “ship back the wrong item to begin the investigation” but request me to send pictures, which I already didBut now after receiving the pictures, they instructed me to do something elseI feel completely disrespected that the party who breached the original sales contract (B&H) is instructing the other party (customer) to do this and that, without making clear promises of what THEY are going to do to resolve the issue, and WHEN I can expect the refundNote that the wrong item is worthy of only $75, while I was already charged $on Nov*** I found it laughable that B&H is asking me to return a $item first before giving me the $refundIt may be true that in cases where an item of wrong color/similar value was sent, or a defective item was sent, or when the customer changes his mind, the business can ask the customer to ship back the wrong item/defective item at the same time when or before they do the exchangeBut in this case, I simply have never received anything that is comparable to the $that I was already chargedIf I ship back the $wrong item, can B&H promise to refund me immediately after I send out the item? Or at least as soon as they receive the package? What if the package got lost/damaged or B&H claims part of the $item is missing when they received it? Are they not going to refund me the whole $for that $item that may be subject to other perils or complications in transit? How can I trust that B&H will refund me promptly? Is B&H going to further delay the refund by claiming that they need “further investigation” after receiving the $item? So far, they have delayed the case by first not providing a response between Nov* ***-***, and then requesting pictures and investigations, and now requesting me to send the package firstThis strikes me as B&H’s tactic to delay refund owed to customers. Even now, B&H is not specifying a clear date of when they are going to issue a refundAs a compromise, I can send back the wrong item, on the condition that B&H gives clear statement that they are going to issue me the refund at the same time that I ship back the wrong item, or at least immediately after they receive the wrong itemIt may well be that B&H handles business differently from those other businesses that I know of who respect customersBut B&H should also not accuse customers of being “entirely and completely mistaken” without showing evidence that all other business does things this wayI was only mistaken in originally assuming that B&H does things professionallyIn fact, when communicating with their customer service manager, I gave examples of other business who do choose to refund customers or ship out the right item immediately after customers contact themIn my life as a customer, I have never dealt with a reputable business that refuses to handle business based on mutual trust or sends customers a $item trying to pass it off as a $itemB&H should assume clear responsibility, given that I already showed them pictures, as they requested, showing me receiving an erroneous item worthy of only a fraction of what I paid I ask B&H to give clear promise that they will issue me a $refund at the same time that I ship out the wrong item, or at least immediately after they receive the wrong item, and not to delay the refund any longer with any excuseAnd B&H should give reasonable compensation for the loss of my time and stress over this matter
December **, 2016Revdex.com complaint #***B&H # ***The customer placed this order on Dec *, It included:Patriot Blast 960GB SATA SSD Drive B&H # ***, which is clearly labeled, "Important Notice: This item is non-cancelable and non-returnableSpecial Order Expected
availability: 7-business daysThis is a Special order itemEstarrival at B&H is 7-business days (subject to availability)."Thermaltake Core XRiing Edition Cube Case (Green) B&H # ***, which is clearly labeled, "Special Order Expected availability: 1-Business DaysThis item is usually Drop Shipped from the MFR/Distributor within 1-Business Days (subject to availability)."We place orders for these items with our vendors as quickly as possible after receiving the customer's order to expedite the processIn order to cancel the customer's purchase we must reach out to our supplier and receive permission from them to make the cancellationThat is not always granted to us.Fortunately we did receive permission to effect the requested cancellationRefunds in the amount of and haves been processed-- Henry P***B&H Photo-Video
*** *** ***
*** *** ***
*** *** *** ***The customer purchased a HP Color LaserJet Pro M477fnw All-in-One Laser Printer (HEM477NW) on 6/*/On 6/**/at the customer's request we created and emailed return authorization *** and a pre-paid *** return labelA portion
of our return policy says:"All returned items must be in new condition, in their original unaltered box (including an intact UPC code) and must include all packing material, blank warranty cards, manuals and accessories."The customer apparently discarded the original package and packing materialWe regret he did but we are under no legal or ethical obligation to reimburse him for any expense he incurred as a resultWe will not refund the $he spent to return this item to usAs a courtesy we offered a $refund.On 7/*/16, under our transaction ***, we sent a replacement printerIt was packed with the same care and attention to detail as every other package we shipAt the customer's request on 7/**/we created and emailed return authorization *** and a pre-paid *** return labelWhen we have received and processed this return a refund will be issued.-- Henry P***B&H Photo-Video
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
The company is not providing a valid solutionThe "Choose Pre-Pay Duties & Tax, no additional charge at delivery" is UNDER the Free Shipping to Canada tabThe Camera is valid for the free shippingTheir website does imply at there is no additional cost to purchasing the camera which is misleading.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
*** *** ***
*** *** *** *** ***
*** *** *** ***This order was placed on March **, B&H has a thirty-day return policy time periodWe were closed April ** * **, which means we were open throughout the entire time the return policy was in effectThat return policy
has now expired and there is no reason, legal or ethical, why we should extend itThis complaint was filed after his return request was denied not once but twiceThis is petulance, an attempt to have the Revdex.com bully us into doing something the customer is not entitled to, which the customer knows he is not entitled to, but which the customers wants despite not being entitled to it.If the case is in as-new never-opened condition we will issue return authorization with a 15% restock fee, for a store credit, not for a refundIf the customer wants to pursue this he can email ***.-- Henry P***B&H Photo-Video
*** ** ***Revdex.com complaint #***B&H *** and ***The customer ordered the CR750MX300SS = Crucial 750GB MXSATA III 2.5" Internal SSDA the time this item was offered we were not aware the manufacturer intended to discontinue productionWe are sorry they made this decision
and sorry they were lax in advising us.The customer has the opportunity to purchase the Crucial 1TB MXSATA III 2.5" Internal SSD B&H # CR1050MX300S for or the Crucial 525GB MXSATA III 2.5" Internal SSD B&H # CR525MX300Sfor -- Henry P***B&H Photo-Video
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here] I did contact the police, the first report that was filed with was done online per Hagerstown *** ***, they said that is how they how the type of claimthat I called aboutSo that was what I did and I copyied and pasted what I got at the end of the police report that had the police numberI got email from B&H telling the Hagerstown *** didn't work with CascadeSo I called them and verify that and them moved on to *** *** *** *** *** **told me he also couldn't help and I should try *** *** *** or ***, and he also told to file a complaint with *** (which I did), *** (which I did) and Revdex.com (which I did).I spoke with both the *** *** *** (*** ***) and *** (*** ***) both told me that they would not send an Office out for this and would not do a police report.They both told me to tell the company to call them and they would direct them on this matter and also tell them they wouldn't do a report for thisI forward this information to B&H photoand and they still said per there email "no police report then no help from them" *** was out to my house and tracking is update (must click on shipping details to see all) *** Last update on package is as follows: 5/**/1:13pm We're attempting to verify the package location/Claim issued *** can't find the package either, so is B&H not wanting to give me a refund!
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** 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,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because
I understand that, for some, money is more important than ethical business practice. As a result, I will not do business with this company again, and I will urge others to do the same.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
*** *** ***Revdex.com Complaint #***B&H Web No: *** dated 5/**/14The customer purchased a SAI9300BLE = Samsung Galaxy S III GT-IInternational 16GB Smartphone (Unlocked, Blue)The product can be found on our site at *** where we say it includes a, "90-day B&H
Warranty." B&H also offers a 30-day return policy time periodThe product information page also linked to a list of carriers by countryIn China this phone operates with China Mobile and China UnicomWe cannot offer any advice or guidance on other local or regional carriers.Our return rate for this product throughout the time it was available is approximately 5%No other customer complained the phone was locked.The customer's first after-sale contact with us was on 5/**/15, a year after the date of purchaseOur return policy and the warranty have both expiredOur customer service department gave him the URL *** Because of the amount of time which has elapsed this order cannot be cancelled, the phone cannot be returned for refund, exchange or store credit.-- *** ***B&H Photo-Video
*** *** ***Revdex.com complaint #***B&H Web No: ***We have accepted the customer's return and processed a refundIt will appear in the customer's AmEx account during the next 48-hours.-- Henry P***B&H Photo-Video
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***
July **, 2017Revdex.com complaint #***B&H Web No: ***On December **, the customer placed an order for one ASUS ZenWatch Smartwatch (Silver Casing/Beige Leather Band) - B&H # *** and a Squaretrade warranty.Our return policy time period is thirty (30) days.We denied the
customer's request for return authorization on 3/*/and 5/**/On 3/*/and 3/**/we provided contact information for SquaretradeThe customer wrote, "On June **, I decided to send the watch along with the replacement band back to B&H in the hopes that they would accept the return..." despite the fact he had already been advised at least twice we would not do soOn 7/*/the watch was shipped back to the customer via *** package *** reports it was delivered 7/*/If the customer returned home on 7/*/17, the package would have been exposed to the elements if at all for less than hoursThe customer was specifically instructed NOT to return the watch to us but did so anywayNo refund or credit will be forthcoming-- Henry P***B&H Photo-Video
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I got the return policy from the web site which should be consider as an agreement that the company posted online. When I purchase the item, I am entering a contract with the business. The business sold me the product with the return policy, which was posted online in written format between the customer and the sellerIn this agreement, there is no words about 15% restocking fee.How can the seller do not respect what they posted online and said they have their own version of return policyThis is a fraud which has legal consequence. If you read all the post from yelp, you should know this company has very bad reputation about their return policy. They play with the words and tricked the customer to buy, thinking they can return the product within daysThis is not acceptable.I appreciate Revdex.com is helping the customers to fight this dishonest behavior
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** **
July **, 2015Revdex.com Complaint #***B&H Web No: ***B&H appreciates this customer's business and regrets his frustrationThe customer requested we have *** pick up the merchandise he wants to return*** reports they will make three attempts, beginning today, to retrieve this
merchandiseAs soon as we can confirm *** has picked the merchandise up and that it is en route back to us, a full refund will be issued.-- Henry P***B&H Photo-Video
*** ** ***
*** *** ***
*** *** *** ***On June ***, the customer ordered a *** = Gyration Air Mouse GO Plus with Low-Profile Keyboard B&H * *** *** * ***That is the product which was shippedThe attached screenshot from our website
shows both this item and the very similar Gyration Air Mouse GO Plus with Compact Keyboard B&H # *** *** * *** They are both $59.95.A third option is the Gyration Air Mouse GO Plus with Full-Size Keyboard (White Box) B&H # *** *** * *** The price is It can be found on our site at ***If the customer wants to exchange the item he received for the same-priced alternate we will happily obligeIf the customer prefers the more expensive option the customer will have to pay the differenceThe customer can also return this item for a refund if it can be returned to us in as-new condition with all the original packaging and inserts as it was when he received itTo accomplish this the customer should contact cs[at]***-- Henry P***B&H Photo-Video
*** *** ***
*** *** ***
*** *** *** ***The customer placed this order via our website on Fe4b **, and selected standard *** shippingThe package was shipped on Feb **, The *** package tracking number was Web No: ***The ETA was Feb **, The customer
specified the shaddress was the same as the biaddress.On Feb **, 2016, *** reported, "A *** My Choice delivery change was requested for this package/ Delivery to a *** Access Point™ location is pending." With that action, initiated by the customer, B&H was taken out of the loop as far as possession or responsibility for this package and its contentsThe customer chose the *** Store at *** *** *** *** *** *** ** *** as his preferred "Access Point Location." *** reports the package was delivered there on Feb **, *** also specified, "Package Must be Picked up By: Tuesday, 03/***2016," and "Special Instructions: Signature Required."A screenshot from the *** package tracking site is attached.Because the customer interrupted the delivery of the package by initiating a *** My Choice delivery change, the onus was and is on the customer to file and pursue a lost parcel claim with ***Our customer service notes say we advised the customer of this on March **, during a three-way call which included ***We also advised the customer that if *** issues a refund to us for the merchandise value we will in turn refund the customer*** has not done so.We r4egret the customer's dissatisfaction but under the circumstances will neither refund nor apologize-- Henry P***B&H Photo-Video
B&H is wrong in stating that I contacted them on Nov***Instead, I informed B&H on Nov*** immediately after receiving the item by writing them an email (see attached screen shots and email printout from B&H confirming the receipt of my contact on Nov***)But because no one was working at B&H on Nov***-***, I was only able to receive a reply from and was only able to reach a B&H customer service person on Nov***Yet B&H tried to blame it on me when I finally got to talk to them on Nov***, by questioning “why it took you several days to contact us,” insinuating that I might have done something to the product during the two days, while in fact I informed B&H right after I received the wrong item, and it is B&H’s own work schedule that had delayed the communicationI find it very disrespectful that the first thing that B&H chooses to do when I contacted them is to question the customer for “fraud” when the customer clearly suffers from loss from their wrongful handling of the orders/delivers, and the delay of communication caused by themIf there is any “fraud,” it is B&H who tries to pass off a $item as a $item. Their package contains only a Foscam R2, priced at $on their own website (attached)I sent pictures requested by B&H on Nov***, the same day that I was able to get a reply from them, showing that the item that I received was indeed a $instead of a $itemB&H said “We will investigate after receiving your pictures, but cannot tell you how long the investigation will take.” On Nov***, they did NOT tell me to “ship back the wrong item to begin the investigation” but request me to send pictures, which I already didBut now after receiving the pictures, they instructed me to do something elseI feel completely disrespected that the party who breached the original sales contract (B&H) is instructing the other party (customer) to do this and that, without making clear promises of what THEY are going to do to resolve the issue, and WHEN I can expect the refundNote that the wrong item is worthy of only $75, while I was already charged $on Nov*** I found it laughable that B&H is asking me to return a $item first before giving me the $refundIt may be true that in cases where an item of wrong color/similar value was sent, or a defective item was sent, or when the customer changes his mind, the business can ask the customer to ship back the wrong item/defective item at the same time when or before they do the exchangeBut in this case, I simply have never received anything that is comparable to the $that I was already chargedIf I ship back the $wrong item, can B&H promise to refund me immediately after I send out the item? Or at least as soon as they receive the package? What if the package got lost/damaged or B&H claims part of the $item is missing when they received it? Are they not going to refund me the whole $for that $item that may be subject to other perils or complications in transit? How can I trust that B&H will refund me promptly? Is B&H going to further delay the refund by claiming that they need “further investigation” after receiving the $item? So far, they have delayed the case by first not providing a response between Nov* ***-***, and then requesting pictures and investigations, and now requesting me to send the package firstThis strikes me as B&H’s tactic to delay refund owed to customers. Even now, B&H is not specifying a clear date of when they are going to issue a refundAs a compromise, I can send back the wrong item, on the condition that B&H gives clear statement that they are going to issue me the refund at the same time that I ship back the wrong item, or at least immediately after they receive the wrong itemIt may well be that B&H handles business differently from those other businesses that I know of who respect customersBut B&H should also not accuse customers of being “entirely and completely mistaken” without showing evidence that all other business does things this wayI was only mistaken in originally assuming that B&H does things professionallyIn fact, when communicating with their customer service manager, I gave examples of other business who do choose to refund customers or ship out the right item immediately after customers contact themIn my life as a customer, I have never dealt with a reputable business that refuses to handle business based on mutual trust or sends customers a $item trying to pass it off as a $itemB&H should assume clear responsibility, given that I already showed them pictures, as they requested, showing me receiving an erroneous item worthy of only a fraction of what I paid I ask B&H to give clear promise that they will issue me a $refund at the same time that I ship out the wrong item, or at least immediately after they receive the wrong item, and not to delay the refund any longer with any excuseAnd B&H should give reasonable compensation for the loss of my time and stress over this matter