July *** 2017Revdex.com complaint #***B&H ***Our return policy is printed o the back of our invoice and is posted on our web site at ***On July *, ** *** contacted us to allege the TV had been delivered in damaged conditionWe regret he did not contact us soonerHis recourse at this point is with Warrantech CPS.-- Henry P***B&H Photo-Video
Revdex.com:
The item returned was defectiveTheir 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 outThey forgot to mention other $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 *** and never do business with them again
Sincerely,
*** ***
*** ** ***
*** *** ***
*** *** *** ***The customer ordered an LG 34UM68-P 34" 21:UltraWide FreeSync IPS Monitor B&H # LG34UM68P on 8/**/At the time the monitor was not in stock and we said so, specifying, "Ship Time: Not availableEstimated arrival at
B&H is 7-business days." When the customer advised us this monitor was defective we sent return authorization and a pre-paid return label for his convenienceOn 9/**/16, under our ***, we sent another of the same monitorLike the first, it was brand new and shipped to the customer as we received it from our vendor.On 10/*/we emailed return authorization and a pre-paid return label for the second monitor.We record serial numbers of items we ship from bar codes the manufacturer affixes to the outside of their packageThe second monitor had serial number 608NTFA6PUsing that data we can confirm the monitor was shipped brand newit was not previously sold and returned, it was not a demo or an open-box product or a "second." The customer's allegation we are trying to deceive and cheat him is without merit.Normally we ship a replacement item when the returned item is received and processed hereUnder the circumstances I will ask if we can expedite this and send a third monitor when UPS confirms the return is en route-- Henry P***B&H Photo-Video
*** ** ***Revdex.com complaint #***B&H Web No: ***Nothing the customer has said alters the facts of the situation as I've outlined and explained themNo further adjustment 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:
By forcing me to order a new phone, rather than exhanging the non-working phone they sent me, BH is forcing me to spend $more dollars, which is unprofessional, unethical, and illegal.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
* ***
*** *** ***
*** *** ***
*** *** *** ***This customer's order was submitted via our web siteThe biand shdata were provided to us by the customer in exactly the same way the customer told us what items he wanted to purchase, the preferred shipping method, etc
The order was transmitted from our site to our warehouse without being edited or modified in any way at allThe data we used, including the shlocation, was the data the customer gave usAt the end of the order-entry process we showed the customer what the final transaction would be and offered the opportunity to make any modifications or adjustmentsAfter the order was submitted we emailed the same data to the customer, See the attached documentWe shipped what the customer ordered the way the customer wanted it shipped to the address the customer provided for shippingHad we made an error resulting in incorrect shipping we would refund the original s&h fee applied to this transactionWe did not and will not issue the requested refund.The customer's other recent order is Web *** *** dated May **, It is under a different customer code and has a different shand bidataHad the customer logged in to his account at the beginning of this transaction it is likely this situation could have been avoidedWe regret he chose not to do so.-- Henry P***B&H Photo-Video
July **, 2017Revdex.com complaint #***B&H Web No: ***When the customer contacted us after the order was placed and the particulars (including the email address) confirmed, we advised we would direct his download to the email address he preferred if he called us using the same telephone
number associated with his account hereThat is a safeguard designed to ensure his purchase is not being stolen from him.The customer apparently elected not to do thisA refund will be processedIt will take several days before the bank which issued his *** account can confirm this to him.-- Henry P***B&H Photo-Video
July **, 2017Revdex.com complaint #***B&H Web No: ***This purchase was placed 5/**/On 5/** the customer requested return authorization stating he was going to purchase a different productThat return authorization was issued and subsequently cancelledIt was only later, after the
expiration of our 30-day return policy the customer alleged the product was defectiveOur return policy is on our website and printed o the back of the receipt the customer received with the ordered merchandiseIt says:Please read conditions belowIf all conditions are not met, B&H reserves the right to refuse the return or to charge a minimum 15% restocking feeAll 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 accessoriesB&H can only refund the original purchase priceShipping and handling fees are nonrefundable.There is no exemption for an allegedly defective item.The customer wrote, "...if you buy a defective product from B&H Photo that your return will be treated like a return..." In fact if you buy any product from B&H Photo your return will be treated like a return.The product was returned without the original manufacturer's packagingThat is the reason for the restocking fee, which will not be rescinded-- 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:
They left out what I made sure was the situation was with the phone before allowing the company to send me the ladt phoneThey are refusing to honor what they said and think its suppose to be all well with sorry for the confusionThere response is to block me from purchasing anything from the companyIts not my fault that before contacting them I have tried to resolve the issues with the phone through the carrier only to be told by my carrier that I have to go back to the company from which I got the phone.
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# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
I have thoroughly reviewed the response from B&HHowever, it is a typical example of spoonerism of the term, Product and WarrantyAs an authorized dealer of Nikon USA, B&H should sell Nikon products for USA market, unless otherwise it is clearly specifiedThe Nikon product for sale in USA comes with Nikon Manufacturer's warrantyThe gray market product, I complained about, will not be covered by Nikon USA directly and will lose any support by Nikon USA in the futureOn page of of the attachment, B&H staff Christ L answers in Q&A that the product is for USA market and with Nikon warrantyI called B&H before and after the initial purchase on 12/**/and always got the same confirmation it was from Nikon USA directlyAgain, photography products have huge difference between the USA authorized version and the gray market versionIt relates to manufacture's support, including warranty, and customer service of Nikon USA will reject to service any gray market product locally.B&H is selling this product at a price of USA version while delivering a gray market oneB&H did NOT accomplish the customer's order and provided information both in advertisement and customer service responseB&H could have admitted the problem at the first time when I received the gray market product and contacted B&H on 01/**/B&H convinced me it was a shipping issue and would be corrected in the next delivery; thus, I lost the chance to order from other store to keep the $discount Nikon offered to store$is the compensation of my loss because of B&H advertisement and information in customer serviceI also have extra loss of time and transportation cost for exchanges, twice!One more comment and feedback on this issue is B&H sent me a follemail asking if "I lie to have a replacement"It was an insult for whatever reason! Again, on this matter, the only and conflicting information comes from B&H.Therefore, I can only reject the B&H response and asks for the justified compensation in a very friendly approach, without further escalation.Best regards, *** **
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** **
*** *** ***
*** *** ***
*** *** *** ***The customer purchased a Huawei Fit Sport Watch (Moonlight Silver, Orange Band, Small) B&H # *** on August **, With it, the customer received a Limited 1-Year Warranty from HuaweiIt was shipped the same day as
ordered and delivered Aug ***Our return policy time period is thirty (30) daysBefore the customer's complaint that the back hurts his wrist he complained about the battery lifeClearly the customer is having second thoughts about this purchaseThe product cannot be exchanged for another of the same model because it is no longer availableThe return policy time limit has expired so the customer is not eligible for a refundThe manufacturer can be contacted for warranty support via ***-- 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:As a customer, you rely on the description and the picture of an item when you purchase it. A part number means very little because a company can change the part number at any time. I rely on the description and picture of an item that I can check on a manufacturer website. If you use a picture and a description for an item that is currently in production. The problem is on you no with me
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 ***, and find that the response of B&H is contradictory to the correspondence I have recently received via e-mailAbout fifteen minutes after their last response via my Revdex.com Complaint, I received an e-mail stating my package has been received and my refund is being processed.I have received my refund, so I am closing this complaintI feel it is in the best interest of B&H to work on improving both their operations and customer service
Sincerely,
*** ***
*** ** ***
*** *** *** ***
*** *** ***The customer does not need to copy & paste the B&H return policy for my benefitI know what it saysOur position is unchangedWe will accept the computer for return under the following conditionsWe will apply a 15% restocking fee and then issue store credit, not a refund, for the remainderThe customer service manager is awaiting her reply-- Henry P***B&H Photo-Video
December **, 2015*** *** ***
*** *** *** ***When we receive and have processed the returned merchandise a refund will be issued for the purchase price of the merchandise.-- 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:
[Your Answer Here]
I asked before my package was shipped and was told that the item would be sent with a required signature before I ordered the item When any company claims to provide a service it should keep their promises made to the customer instead of laying the blame on the shipping carrier. I have sent, requested items that required a signature that wasn't up into the thousands of dollars as you claim. So I do not accept your passage of blame to the *** carrier as I know if an item is shipped with a required signature then *** would not leave a package without a signature, *** would return it to the nearest *** collection center and leave a notification on where the item is and where it could be signed for if the person isn't at home to sign for the package B&H can attempt to pass the blame but B&H should make sure to follow through with their promises or stop claiming that all of their packages are shipped with a required signature. Maybe your company should inform their customer service and on-line chat employees that their packages are not shipped out with a required signature as they claim they are. Since you can not verify that the item was accepted by the person it was sent to, I will have to continue to file a claim with *** as an item not received. Any chance I have to let people know of your claims I will provide the information of information on shipping. You have lost my business.
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# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
A refund of the shipping is due because:B&H used my actual address (***) and correct zip code, entered by me on their website, to charge my AMEX -- which will be verified by the AMEX inquiryAfter the mistake, B&H did not contact me to resolve the issue and, in fact, sent me fraudulent customer service emailsIn particular, the one indicating that they were aware of my arrangements with UPS to pick up my package, when B&H had already made arrangements to return my merchandise to them.Until MrP*** directly addresses these two points of complaint, the issue fails to be resolved.Thank you,***
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# ***, and have determined that my complaint has NOT been resolved because:
The fact that my order was cancelled and the item is no longer "discontinued" (and not "on backorder") and is in stock now because my order was cancelled?! Hmmand now if I want it, that I will.need to place an order again at a higher price?? The dispute was for not receiving item yet, and was a place holder for my $that I had already paid to the companyBut the company decides to cancel my order instead of fulfilling it because it obviously in stock now, but at $849.99?? Yes, I would still like the item at the original ordered price of $549.99, and not $I did NOT request a cancellation of my order at all, the company made that decision; therefore I want the item at the $price
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
January *, 2016New York Revdex.com complaint #***B&H Web No: ***Nothing the customer said alters the facts, which I relayed earlier.-- Henry P***B&H Photo-Video
July *** 2017Revdex.com complaint #***B&H ***Our return policy is printed o the back of our invoice and is posted on our web site at ***On July *, ** *** contacted us to allege the TV had been delivered in damaged conditionWe regret he did not contact us soonerHis recourse at this point is with Warrantech CPS.-- Henry P***B&H Photo-Video
Revdex.com:
The item returned was defectiveTheir 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 outThey forgot to mention other $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 *** and never do business with them again
Sincerely,
*** ***
*** ** ***
*** *** ***
*** *** *** ***The customer ordered an LG 34UM68-P 34" 21:UltraWide FreeSync IPS Monitor B&H # LG34UM68P on 8/**/At the time the monitor was not in stock and we said so, specifying, "Ship Time: Not availableEstimated arrival at
B&H is 7-business days." When the customer advised us this monitor was defective we sent return authorization and a pre-paid return label for his convenienceOn 9/**/16, under our ***, we sent another of the same monitorLike the first, it was brand new and shipped to the customer as we received it from our vendor.On 10/*/we emailed return authorization and a pre-paid return label for the second monitor.We record serial numbers of items we ship from bar codes the manufacturer affixes to the outside of their packageThe second monitor had serial number 608NTFA6PUsing that data we can confirm the monitor was shipped brand newit was not previously sold and returned, it was not a demo or an open-box product or a "second." The customer's allegation we are trying to deceive and cheat him is without merit.Normally we ship a replacement item when the returned item is received and processed hereUnder the circumstances I will ask if we can expedite this and send a third monitor when UPS confirms the return is en route-- Henry P***B&H Photo-Video
*** ** ***Revdex.com complaint #***B&H Web No: ***Nothing the customer has said alters the facts of the situation as I've outlined and explained themNo further adjustment 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:
By forcing me to order a new phone, rather than exhanging the non-working phone they sent me, BH is forcing me to spend $more dollars, which is unprofessional, unethical, and illegal.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
* ***
*** *** ***
*** *** ***
*** *** *** ***This customer's order was submitted via our web siteThe biand shdata were provided to us by the customer in exactly the same way the customer told us what items he wanted to purchase, the preferred shipping method, etc
The order was transmitted from our site to our warehouse without being edited or modified in any way at allThe data we used, including the shlocation, was the data the customer gave usAt the end of the order-entry process we showed the customer what the final transaction would be and offered the opportunity to make any modifications or adjustmentsAfter the order was submitted we emailed the same data to the customer, See the attached documentWe shipped what the customer ordered the way the customer wanted it shipped to the address the customer provided for shippingHad we made an error resulting in incorrect shipping we would refund the original s&h fee applied to this transactionWe did not and will not issue the requested refund.The customer's other recent order is Web *** *** dated May **, It is under a different customer code and has a different shand bidataHad the customer logged in to his account at the beginning of this transaction it is likely this situation could have been avoidedWe regret he chose not to do so.-- Henry P***B&H Photo-Video
July **, 2017Revdex.com complaint #***B&H Web No: ***When the customer contacted us after the order was placed and the particulars (including the email address) confirmed, we advised we would direct his download to the email address he preferred if he called us using the same telephone
number associated with his account hereThat is a safeguard designed to ensure his purchase is not being stolen from him.The customer apparently elected not to do thisA refund will be processedIt will take several days before the bank which issued his *** account can confirm this to him.-- Henry P***B&H Photo-Video
July **, 2017Revdex.com complaint #***B&H Web No: ***This purchase was placed 5/**/On 5/** the customer requested return authorization stating he was going to purchase a different productThat return authorization was issued and subsequently cancelledIt was only later, after the
expiration of our 30-day return policy the customer alleged the product was defectiveOur return policy is on our website and printed o the back of the receipt the customer received with the ordered merchandiseIt says:Please read conditions belowIf all conditions are not met, B&H reserves the right to refuse the return or to charge a minimum 15% restocking feeAll 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 accessoriesB&H can only refund the original purchase priceShipping and handling fees are nonrefundable.There is no exemption for an allegedly defective item.The customer wrote, "...if you buy a defective product from B&H Photo that your return will be treated like a return..." In fact if you buy any product from B&H Photo your return will be treated like a return.The product was returned without the original manufacturer's packagingThat is the reason for the restocking fee, which will not be rescinded-- 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:
They left out what I made sure was the situation was with the phone before allowing the company to send me the ladt phoneThey are refusing to honor what they said and think its suppose to be all well with sorry for the confusionThere response is to block me from purchasing anything from the companyIts not my fault that before contacting them I have tried to resolve the issues with the phone through the carrier only to be told by my carrier that I have to go back to the company from which I got the phone.
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# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
I have thoroughly reviewed the response from B&HHowever, it is a typical example of spoonerism of the term, Product and WarrantyAs an authorized dealer of Nikon USA, B&H should sell Nikon products for USA market, unless otherwise it is clearly specifiedThe Nikon product for sale in USA comes with Nikon Manufacturer's warrantyThe gray market product, I complained about, will not be covered by Nikon USA directly and will lose any support by Nikon USA in the futureOn page of of the attachment, B&H staff Christ L answers in Q&A that the product is for USA market and with Nikon warrantyI called B&H before and after the initial purchase on 12/**/and always got the same confirmation it was from Nikon USA directlyAgain, photography products have huge difference between the USA authorized version and the gray market versionIt relates to manufacture's support, including warranty, and customer service of Nikon USA will reject to service any gray market product locally.B&H is selling this product at a price of USA version while delivering a gray market oneB&H did NOT accomplish the customer's order and provided information both in advertisement and customer service responseB&H could have admitted the problem at the first time when I received the gray market product and contacted B&H on 01/**/B&H convinced me it was a shipping issue and would be corrected in the next delivery; thus, I lost the chance to order from other store to keep the $discount Nikon offered to store$is the compensation of my loss because of B&H advertisement and information in customer serviceI also have extra loss of time and transportation cost for exchanges, twice!One more comment and feedback on this issue is B&H sent me a follemail asking if "I lie to have a replacement"It was an insult for whatever reason! Again, on this matter, the only and conflicting information comes from B&H.Therefore, I can only reject the B&H response and asks for the justified compensation in a very friendly approach, without further escalation.Best regards, *** **
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** **
*** *** ***
*** *** ***
*** *** *** ***The customer purchased a Huawei Fit Sport Watch (Moonlight Silver, Orange Band, Small) B&H # *** on August **, With it, the customer received a Limited 1-Year Warranty from HuaweiIt was shipped the same day as
ordered and delivered Aug ***Our return policy time period is thirty (30) daysBefore the customer's complaint that the back hurts his wrist he complained about the battery lifeClearly the customer is having second thoughts about this purchaseThe product cannot be exchanged for another of the same model because it is no longer availableThe return policy time limit has expired so the customer is not eligible for a refundThe manufacturer can be contacted for warranty support via ***-- 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:As a customer, you rely on the description and the picture of an item when you purchase it. A part number means very little because a company can change the part number at any time. I rely on the description and picture of an item that I can check on a manufacturer website. If you use a picture and a description for an item that is currently in production. The problem is on you no with me
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 ***, and find that the response of B&H is contradictory to the correspondence I have recently received via e-mailAbout fifteen minutes after their last response via my Revdex.com Complaint, I received an e-mail stating my package has been received and my refund is being processed.I have received my refund, so I am closing this complaintI feel it is in the best interest of B&H to work on improving both their operations and customer service
Sincerely,
*** ***
*** ** ***
*** *** *** ***
*** *** ***The customer does not need to copy & paste the B&H return policy for my benefitI know what it saysOur position is unchangedWe will accept the computer for return under the following conditionsWe will apply a 15% restocking fee and then issue store credit, not a refund, for the remainderThe customer service manager is awaiting her reply-- Henry P***B&H Photo-Video
December **, 2015*** *** ***
*** *** *** ***When we receive and have processed the returned merchandise a refund will be issued for the purchase price of the merchandise.-- 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:
[Your Answer Here]
I asked before my package was shipped and was told that the item would be sent with a required signature before I ordered the item When any company claims to provide a service it should keep their promises made to the customer instead of laying the blame on the shipping carrier. I have sent, requested items that required a signature that wasn't up into the thousands of dollars as you claim. So I do not accept your passage of blame to the *** carrier as I know if an item is shipped with a required signature then *** would not leave a package without a signature, *** would return it to the nearest *** collection center and leave a notification on where the item is and where it could be signed for if the person isn't at home to sign for the package B&H can attempt to pass the blame but B&H should make sure to follow through with their promises or stop claiming that all of their packages are shipped with a required signature. Maybe your company should inform their customer service and on-line chat employees that their packages are not shipped out with a required signature as they claim they are. Since you can not verify that the item was accepted by the person it was sent to, I will have to continue to file a claim with *** as an item not received. Any chance I have to let people know of your claims I will provide the information of information on shipping. You have lost my business.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
May *, 2016*** *** *** *** ***
*** *** *** ***We have nothing further to add to our previous comments.-- 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:
[Your Answer Here]
A refund of the shipping is due because:B&H used my actual address (***) and correct zip code, entered by me on their website, to charge my AMEX -- which will be verified by the AMEX inquiryAfter the mistake, B&H did not contact me to resolve the issue and, in fact, sent me fraudulent customer service emailsIn particular, the one indicating that they were aware of my arrangements with UPS to pick up my package, when B&H had already made arrangements to return my merchandise to them.Until MrP*** directly addresses these two points of complaint, the issue fails to be resolved.Thank you,***
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# ***, and have determined that my complaint has NOT been resolved because:
The fact that my order was cancelled and the item is no longer "discontinued" (and not "on backorder") and is in stock now because my order was cancelled?! Hmmand now if I want it, that I will.need to place an order again at a higher price?? The dispute was for not receiving item yet, and was a place holder for my $that I had already paid to the companyBut the company decides to cancel my order instead of fulfilling it because it obviously in stock now, but at $849.99?? Yes, I would still like the item at the original ordered price of $549.99, and not $I did NOT request a cancellation of my order at all, the company made that decision; therefore I want the item at the $price
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
January *, 2016New York Revdex.com complaint #***B&H Web No: ***Nothing the customer said alters the facts, which I relayed earlier.-- Henry P***B&H Photo-Video