Howard's Kitchen Studio, Inc.

[redacted]Revdex.com complaint #[redacted]B&H Web No: [redacted]This order included two Western-Digital products. That company's web site is [redacted]. The Support section there offers the phone number ###-###-####  for warranty support and also includes a link titled "Create a...

Support Case," to initiate warranty service online. There is no mention of Viet Nam.On June *, 2016 we emailed return authorization[redacted]to the customer. When we have received and processed the return a refund will be issued.-- 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]
 B&H scanned the serial number on the box they shippedme, not the camera inside the box. The box that I returned matches serialnumber [redacted]  Neither party canprove what was the serial number on the camera inside the box. A mistake couldhave been made when the camera was packaged inside the factory or even duringthe return process. I have not had any other Insteon cameras and I am onlyreturning it because the camera requires a smartphone and is not compatiblewith [redacted] software which I found out after contacting Insteonsupport. I am confident that I returned the camera B&H originally shipped me.Matching serial number is not a condition of return and the RMA should be approvedaccording to return policy that B&H and I agreed to at the time ofpurchase.  
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted]Revdex.com complaint #[redacted]B&H Web No: [redacted]Nothing the customer has said alters the facts of the situation as I've outlined and explained them. No further adjustment will be forthcoming.-- Henry P[redacted]B&H Photo-Video

January **, 2017Revdex.com complaint #[redacted]B&H Web No: [redacted]The order was processed as submitted to us and shipped per the customer's instruction. A copy of the invoice is attached. The same billing and shipping information were on the order confirmation email sent to the customer when the...

order was submitted to us and the customer could have contacted us then, before the order was shipped, with any correction.We made no change or alteration to this transaction in any way whatsoever.The same order confirmation said (emphasis added), "Note: Signature may be required upon delivery." The customer's complaint that, "This shipping invoice says the package must be signed for," is incorrect. Since the package was delivered as addressed, the onus is on the customer to contact local law enforcement to report it was stolen. Noting that the matter under dispute is valued at $19.99, as a courtesy, despite our having fulfilled this order perfectly, we will issue a refund.-- 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 checked [redacted] and yes they DID the right thing!! thank you for you help
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], 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].  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]

December *, 2016Revdex.com complaint #[redacted]B&H [redacted]This customer posted the same complaint in [redacted]. There, we replied as follows:Thank you for your order and this feedback. We regret your dissatisfaction. We consider price-match queries on an individual case-by-case basis, usually before a...

purchase has been made. We try to say Yes as often as e can and regret when we must say No. In this instance we could not agree to match the price and apologize there was any confusion about it.-- Henry P[redacted]B&H Photo-Video

July **, 2017Revdex.com complaint #[redacted]B&H Web No: [redacted]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 here. That is a safeguard designed to ensure his purchase is not being stolen from him.The customer apparently elected not to do this. A refund will be processed. It will take several days before the bank which issued his [redacted] account can confirm this to him.-- 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]
[redacted] did not attempt to deliver as indicated in tracking.  [redacted] requires the shipper to call them to get complete details   I have informed B&H about this already and I have also indicated this in my initial complaint details which I am herewith enclosing once moreOn **-Aug-2017 Paid B&H $44.90 for Order # [redacted] This for a set of 10 solar glasses to be shipped overnight. On **-Aug-2017, got this update Tracking #1: [redacted] Shipping Method: SOLAR ECLIPSE EXPRESS Scheduled Arrival Date: 08/**/17 But [redacted] did not deliver the package on 8/**/2017 and did not even attempt to deliver the package. I opened a complaint with [redacted] on 8/**/2017 [redacted] case# [redacted] On 8/**/2017, I called B&H and updated that I did not receive the glasses on time to view the eclipse. I also told them that the fault was in delivery by [redacted]. B&H said that I need to have [redacted] call them and explain it. I told them to expect [redacted] to call them would be difficult and I asked them to call [redacted] but they refused and said they get calls from [redacted] all the time. On 8/**/2107, I called [redacted] and told them to call B&H and explain what happened. Or at the very least update the tracking information with the details of the case#. But [redacted] refused and said I need B&H to call them. Long story short, I am charged for an item that did not arrive in time and hence useless to me and further I am being given the run around by both these companies!getting same same response from b&h without reviewing further is disappointing  
 
 
 
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:

When I requested an RMA, B&H's tech support rep questioned me about the incident, ultimately coming the the conclusion that I had performed the necessary steps and this was NOT user error.  I was to send the quad in for a replacement.  There was no mention of having a third party ([redacted]) involved.  Furthermore, how is analyzing the flight data going to rule out a malfunction with the controller?  Perhaps the unit was under complete control of the remote but the remote was malfunctioning.  Regardless, my hands did not give the quad commands to fly directly into a tree at full speed.  I've included the original RMA that stated this was not user error. 
 
 
 
 
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:

Given that the [redacted] presumably has access to the transcript of the chat with the customer service representative, this demonstrates that they are now willfully lying about what actually occurred. I called immediately afterwards and asked to speak to a manager. I wound up, after the usual shuffle, at a voice mail for the manager in question. I was called back later, and in that phone discussion with the manager afterwards, he made it quite plain that neither he nor the customer service representative could determine how an ancient email of mine was residing in their system and not viewable by myself, the customer service representative or the manager, but only by someone on the technical systems side of the house whom they had to contact to remove the email address. I was also told that B&H Photo was unable to issue a refund after a license key was issued, albeit to the wrong email. I asked what would occur if another user has that email account and my license, and decides to redeem it? There wasn't an answer for that, so I was finally advised I would be issued a refund. There was NEVER a discussion about needing to discuss this by phone as a "security" measure, after all, B&H Photo made it clear that it was my fault that an old email was residing in their DB and not to be seen in the web UI. I made a request to be refunded for this purchase as well as to have all of my account data ( especially CC info ) to be purged from B&H's website, given what is clearly a lack of awareness as to what customer data resides where ( PCI compliance anyone? ) and most likely a poor set of logical and technical controls in regards thereto. Once I have confirmation that my refund has been processed and my account closed I will gladly close this complaint. The last thing I would like to do is spend any more of my time dealing with this issue and B&H Photo. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted]
[redacted]
[redacted]Per the customer's request the price of the quick release plate sent under B&H order [redacted] will be refunded. The customer remains cautioned regarding his egregiously excessive abuse of our return policy.-- Henry...

P[redacted]B&H Photo-Video

[redacted]Revdex.com complaint #[redacted]B&H Web No: [redacted]The fact that we participate in this program and in numerous other "review the retailer" sites and forums is clear and unambiguous proof that B&H has every interest in receiving a complaint and every interest in researching the facts presented to them about a complaint. In this situation the customer's entire complaint was that we did not reply to his inquiries or emails as speedily as he wanted. We cannot reach back in time and change that now. We have apologized. We have responded quickly and thoroughly to every correspondence from the Revdex.com. We are sorry if the customer considers that inadequate. -- 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:

See the attached email from B&H Photo stating that I will be receiving my merchandise on 8/**, after ordering it on 8/[redacted]  After waiting for two days, I finally had to go pick it up at [redacted] on the 3rd day (8/**).  The website stated I would receive "Next Day Delivery" of my merchandise, and the email confirmed it (attached).  Now they are claiming they never said this. 
 
 
 
 
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]
[redacted]
[redacted]Because the customer interrupted the delivery of the package by initiating a [redacted] My Choice delivery change, the onus was and is on the customer to file and pursue a lost parcel claim with [redacted]. Our customer service notes say we advised the customer of this on March **, 2016 during a three-way call which included [redacted]. We also advised the customer that if [redacted] issues a refund to us for the merchandise value we will in turn refund the customer. [redacted] has not done so.-- 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]. [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

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. Furthermore, I've paid the attached quote from B&H and the quoted price. Thank you to all involved.
Sincerely,
[redacted]