Howard's Kitchen Studio, Inc.

[redacted]
[redacted]
[redacted]The customer wants a refund for a free item. That is not an option. Fortunately we have prevailed on the manufacturer to supply us with a limited number of electronic downloads for this sort of situation. We intend to email the relevant...

download information on Thursday, Oct **.-- Henry P[redacted]B&H Photo-Video

[redacted]
[redacted]
[redacted]The customer ordered an LG 34UM68-P 34" 21:9 UltraWide FreeSync IPS Monitor B&H # LG34UM68P on 8/**/16. At the time the monitor was not in stock and we said so, specifying, "Ship Time: Not available. Estimated arrival at...

B&H is 7-14 business days." When the customer advised us this monitor was defective we sent return authorization and a pre-paid return label for his convenience. On 9/**/16, under our [redacted], we sent another of the same monitor. Like the first, it was brand new and shipped to the customer as we received it from our vendor.On 10/*/16 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 package. The second monitor had serial number 608NTFA6P963. Using that data we can confirm the monitor was shipped brand new. it 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 here. Under 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[redacted]B&H Photo-Video

March ** 2016New York Revdex.com complaint #[redacted]B&H Web No: [redacted]Your allegations are specious and unfounded. You were charged ONE TIME for the merchandise you purchased. When the order was placed we applied a ONE TIME $1.00 lien, as is standard practice. It has by now expired.-- Henry P[redacted]B&H Photo-Video

December **, 2019Revdex.com Complaint #[redacted]B&H Web No: [redacted]There are two issues here. one is that matter of a signature-on-delivery. We ship most orders with a signature-required code but once [redacted] has the package for many it's at the discretion of the individual delivery driver. We cannot...

make the driver wait for a signature unless the order's value is thousands of dollars. At the customer's request we made several attempts to speak by telephone with the addressee but on every occasion our call was unanswered. I tried again, moments ago and received an automated message that the mailbox was full so I could not leave a voice message. I sympathize with the customer but I do not know how many more attempts are reasonable. I also do not believe this falls under the purview of the Revdex.com in any way at all.-- 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]
 I appreciate the response from B & H photo however, I would like to make two points countering their position 1.  If they look at their records, specifically phone calls, they will see that I called 3 additional times complaining that I DID NOT receive the RMA & PrePaid postage.  I would be happy to provide phone records. 2.  Again, B & H wants to lump every single item into their Return/Exchange Policy. If the claim was worth thousands of dollars this would be a very easy legal case to win.  For you can't make a blanket Return/Exchange policy without specificity.  Its easy at that.  Defective products/items would need to have their own set of returns/exchanges.   If B & H is also going to have the same exact procedures for "Defective" items they sell, as they do "Non Defective" Items, i.e. items returned but in good working condition then it does need to be specified in their returns/exchanges.The reason they DO NOT specify and include DEFECTIVE items is because not one consumer would buy anything knowing the retailer is not backing their products for DEFECTS from the manufacturer on a Return/Exchange policy.  It's a DECEPTIVE practice.My concern is not over the $89.00, rather I DO WANT CONSUMERS TO KNOW ABOUT THIS MISLEADING RETURNS/EXCHANGE POLICY IF THEY HAVE A DEFECTIVE PRODUCT AND I WANT CONSUMERS TO KNOW THAT THE RETURN POLICY IS DECEPTIVE AND MISLEADING.   
 
 
 
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:

Mr. P[redacted] makes incorrect statements. He claims the "bill-to and ship-to data were provided" to B&H by me during the transaction...which is clearly untrue. That address data was very old data, stored somewhere on the B&H web servers, and never entered by me during the course of the transaction. If B&H had tried to run my AMEX with that outdated address, the charge would not have cleared. It would have been rejected. From the shopping cart on the B&H website I entered my name, my correct and current address, and my AMEX card number. That is why the charge was allowed to post to my AMEX account. When I then logged into my account, at that point it appears that B&H attached an old, outdated address as my billing and shipping address. If the mere logging into my account caused the address to revert to a previous address, unassociated with the credit card I just paid with, that is indeed a problem that B&H should be concerned with as it puts the customer at risk.During a cursory examination of the shipping email, I saw that it said "shipping address: same as billing address" -- and since I had just entered my correct billing address (and had previously ordered and received merchandise with the same address) I did not investigate any further. Regardless, when the shipment didn't arrive and I discovered the nature of the error, I immediately took steps to make arrangements to retrieve my merchandise. However, despite having both my phone number and email, B&H did not attempt to contact me to find out what the problem was, and despite the fact that I contacted them -- and their representative was aware that I had arranged to pick up my items because he indicated in his response that he had seen arrangements made to pick via my tracking number -- B&H still had my merchandise sent back to them, so when I went to pick up my merchandise it was not there and already en route back to New York.Not only did B&H contribute to a mistake in which address the shipment was sent to, but they also failed to contact me about a failed delivery attempt for merchandise that I had already paid for and they requested the a return of the merchandise to them without telling me, after I had contacted them, also causing me to waste a trip to the [redacted] depot to pick up my merchandise. So, they contributed to the incorrect shipping address and then took actions that made it impossible for me to pick up the items I purchased. They owe me a full refund. 
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:

[Your Answer Here]The company is using their company policy to keep from replacing the damaged TV.  
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

December **, 2016Revdex.com complaint #[redacted]B&H Web No: [redacted]Nothing the customer said changes the essential fact -- the drive he wanted to purchase is not available and will not become available. -- 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:

December **, 2016The reply I sent earlier remains unchanged. I said:Their attempt to resolve this case is by selling me a product at a price that is no where near equal to the deal of the original sale. The original sale that I bought was $119 for 750GB Crucial MX300. An effective cost of 16 cents per GB. Their new offer of $220 for 1TB (1,000 GB) Crucial MX300, which is over a $100 more and 22 cents per GB. These products are identical beyond size. There is no excuse for this discrepancy. For comparison, RIGHT NOW I could buy the 750GB Crucial MX300 from [redacted] for $200. Their offer original offer to me was originally 60% less than that at $119. Their new offer is $220 for the 1TB version. That same version, I could get from [redacted] at $240, so they're only offering it to me at 8% off. This is nothing more than a bait & switch offer.
 
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 RMA  form that was sent to my email from the business has requested the item to be sent brand new, in as-new condition as a 'change of mind'. I would like to point out it was not a change of mind, the product is defective from day 1, and I can only have known this by opening the product and using it, so can't return it in new & unused condition as requested. The item is a OEM drive, and comes in a simple cardboard box which I do not have any longer. Online Help from B & H did direct me to Western Digital as I do not have the box, and Western Digital directed me to send it to their Vietnam base. Basically, I am not happy with sending paperwork, wrongly indicating a change of mind purchase as I have been told on the B & H LIVE help assistant that I MUST include the plain cardboard outer box otherwise the return will be rejected.
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Match **, 2016Revdex.com complaint #[redacted]B&H Web No: [redacted]In his complaint the customer referenced B&H Web No: [redacted]. That transaction, dated 02/**/16 was for a ZTE Axon Pro 64GB Smartphone (Unlocked, Phthalo Blue) B&H # [redacted] MFR # [redacted]. With it we included a complimentary...

$50.00 store gift card. On 02/**/16 we created and emailed return authorization [redacted]. We received his return 3/*/16. It is now being processed.I believe the customer's actual complaint is about B&H Web No: [redacted] placed on 02/**/16 for one ZTE Axon Pro 64GB Smartphone (Unlocked, Phthalo Blue) B&H # [redacted] MFR # [redacted]. With it we included a complimentary $50.00 store gift card. On 3/*/16 and 3/*/16 the customer asked for return authorization. His request was denied and his account has been frozen. In a review of his customer account going back to 12/**/15 we have discovered he has returned just about every item he has purchased from us. He has placed ten orders with a merchandise total of $3751.82 and made eleven returns for merchandise totaling $3077.89. This is the most excessive and abusive pattern of return behavior I can recall having encountered here. It is statistically impossible for any customer to have received the per centage of defective items this customer claims to have received. The customer claims, "I bought something new and more expensive each time." This is simply untrue as was revealed by an inspection of each of his purchases.The customer wrote, "I know that they just send them back to the manufacturer and get their money back, I work retail. If I am wrong I would be surprised and I am sorry." He is wrong and should be sorry. We will not issue return authorization. We will not issue a refund. His account is, and will remain, frozen. -- [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:

Again, the company indicates the I am lying ("of dubious merit").  Also, I only sent one photo, which indicates that the respondent did not even review the file correctly.  It is untenable in how they could determine that the TV was damaged by misue or during installation from one picture and a narrative that indicates the opposite.  Upon receipt, the TV was inspected and found to be in acceptable condition at the time - there was no damage to the exterior of the TV.  It was when it was plugged in that the crack in the screen became apparent.  Nothing in the paperwork indicated that the recipient of the product should also power on the device.  ALSO, B & H *WAS* notified of damage within their 2 day requirement when [redacted] delivered the box and made note that the package was damaged upon receipt.  In contact with [redacted], shipping the product in the original manufacturer's box without any additional reinforcement would not qualify as acceptable packaging.  I have re-ordered this product from Amazon and it arrived with significant foam reinforcements shrink wrapped to the TV to protect it.  It is clearly plausible that [redacted] may have dropped the box during shipping which would have caused the screen to crack but not cause any external damage to the TV.I have reviewed some of the New York State consumer protection laws which indicate that the return policy must be made significantly clear to the customer.  A single note on the packing list would not qualify.  It indicates that the best way is to affix the return policy directly to the product itself, which B&H did not do.  Again, none of the return policy notifications include instructions that the TV should be powered on as well.  I did follow instructions on checking for damage.  New York State law is going to come down to a standard of what is reasonable.  It is reasonable that I notified [redacted] that package seemed damaged upon receipt and that should be sufficient indication to B&H that there was a problem.  Immediately the TV was inspected for damage and was found to have none externally.  It was not powered on given that I was on vacation for the duration of the time before I notified them of the damage.  The return policy was not indicated directly on the product as the NY Department of Consumer Protection advises. Nothing in this narrative indicates anything of "dubious merit" or that the TV was somehow damaged otherwise.  This issue should be resolved between B&H and [redacted] and not forced on the customer.  I am pursing this claim also through the NY State Department of Consumer Protection and my credit card company.  If those don't suffice, I will be taking further action to resolve this claim.    
 
 
 
 
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:

[Your Answer Here]
The communication regarding the backorder status has been disingenuous. Starting with uncertainty over when stock would arrive, to a sudden cancellation because the product was "discontinued", and finally informing that the manufacturer doesn't want to the honor the discount, so order won't be honored when the product returned to stock in just over a month.Cancellation of orders is to my knowledge, I was not aware of another retailer ([redacted]). However, on these same photography forums, you will find that many users are reporting that their orders are being shipped from retailers like [redacted] and [redacted] with the discounted price honored.And unlike [redacted], my credit card was billed for the full amount since I placed the order back in November. I find it skeptical that the manufacturer would wait 3 months before deciding to no longer honor the discount on backorders. They would know how many they had to fulfill, and if I was past a "cutoff point", my order should have been cancelled much earlier.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

April **, 2016Revdex.com Complaint #[redacted]B&H customer code [redacted]I am posting this because the Revdex.com requires I do so. -- 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"two weeks have been lost... as a direct result of fraudulent malicious business practice in "trying" to sell used/broken goods when buyers have paid for new goods". Instead of refunding my money right away, I'm now waiting for the funds to be back on my credit card?These funds need to be return a.s.a.p., [redacted] has already picked up the used item that is missing parts, scratched up with a broken box that you sent for the 2nd time as new... it ain't new~!!! 
 
 
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:

[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 [redacted] carrier as I know if an item is shipped with a required signature then [redacted] would not leave a package without a signature, [redacted] would return it to the nearest [redacted] 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 [redacted] as an item not received.  Any chance I have to let people know of your false claims I will provide the information of false 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,
[redacted]

[redacted]
[redacted]
[redacted]This should not be a Revdex.com complaint at all. the customer has a technical problem making the equipment he ownsw work properly. This is a technical customer service issue which should be addressed with the manufacturer. The customer originally wrote, "[redacted]"I have demonstrated that was and is incorrect. If the customer reaches out to [redacted] they will be the source of assistance. Neither the Revdex.com nor B&H is equipped to offer this technical support. -- Henry P[redacted]B&H Photo-Video

Sept *, 2017Revdex.com complaint #[redacted]B&H [redacted]The customer placed this order on 8/**. It included one Lunt Solar Systems Solar / Solar Eclipse Viewing Glasses (10-Pack) - B&H # [redacted], priced $44.95. They were shipped 8/** and [redacted] reports they were delivered Monday,  08/**/2017...

at 9:18 am, hours before the eclipse.When the order was placed our product information page for these glasses specified, "This item is nonreturnable."Because of the customer's concern we generated order [redacted] on 8/** for two Lunt Solar Systems Solar / Solar Eclipse Viewing Glasses (5-Pack) - B&H # [redacted]. These were shipped with no charge to the customer. They were shipped the same day and [redacted] reports they were delivered Saturday,  08/**/2017 at 11:23 am.He received the eclipse viewing glasses he paid for at 9:18am on the day of the eclipse, hours before the eclipse. He received the free order of eclipse viewing glasses Saturday, days before the eclipse. -- 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:

I did not receive a prepaid return shipping label like I was told. However, I will ship it myself tomorrow. I expect a full refund once the product is returned. I can provide the tracking number tomorrow if needed.
 
 
 
 
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 find that this resolution is satisfactory to me and the matter has been resolved. The issue of having a misleading statement in the product description will still be an issue for anybody looking for a "North American" region phone. I would encourage the Revdex.com to look into this further and require an honest description of the product. This phone is an India, Singapore, Australia and Latin America designated phone, not North America.
Sincerely,
[redacted]