Howard's Kitchen Studio, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
On Saturday, September 5 we received a call from Mark K[redacted] saying he would drop off the touch up kit. Due to our work schedules it has to be after 6 pm during the week or anytime on a Saturday. We don't have it yet but we assume it will be sometime this week. No mention was made of getting the leftover stain the installer used, which was promised to us by the installer and the sales representative, Amy Hines. The touch up crayon is really useless as it leaves a waxy residue.We dispute that we only complained when we were asked for the balance. We brought many  issues to Amy's attention as the work progressed. We assumed she notified the owner of our complaints. We were not "asked" for the balance. We contracted to pay 40% when the contract was signed and the remaining 60% was due upon completion. When the final adjustments were scheduled we felt we needed to advise the owner that we felt the quality of the work was not what we expected. We did ask for financial compensation, not only for the poor workmanship but also for the inconvenience of having our kitchen cabinets unusable for 12 weeks. We were told the job would take a  week to 10 days. The delay was caused by the installer's poor workmanship including crooked installation of door handles and drilling through a door, all of which required the re-ordering of six cabinet doors, plus one of those doors was ordered in the wrong size causing yet another delay. We received a $200 reduction in price however the point is we complained many times to the sales person. If she communicated any of our concerns to Mr. K[redacted], we never heard anything from him until we contacted him directly right before the job was supposedly complete.We have asked only that Mr. K[redacted] look at the work himself to determine if he thinks our complaints are warranted. 
Regards,
[redacted]

October **, 2016Revdex.com complaint #[redacted]B&H Web No: [redacted]The customer bought a SEM12II52052 = SeaSonic Electronics M12II Bronze Evo Edition SS-520GM2 520W Modular Power Supply on Oct **, 2016. He paid $64.99. In checking earlier sales for the same item the lowest price I was able to locate...

was $59.99. As a courtesy we will send the customer a $10.00 gif6t card.-- Henry P[redacted]B&H Photo-Video

July **, 2017Revdex.com complaint #[redacted]B&H [redacted] placed 07/**/12Seven years have elapsed since this purchase was made. The customer wrote, "...the reason why you removed the printer from your items listed in your website is because I did complain about it." The product was discontinued by the manufacturer which did so without taking the customer's opinion into account. The reason this now ancient product is no longer among current inventory is that by today's standards it is outdated.-- 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:

The answer from B&H Photo is more of their tricky tactics. They cite a product code, but that product code describes the entire line of Dell XPS 13 laptops. Of course Dell sells XPS laptops! Dell in fact does not sell the XPS 13 with i5 processor and 128 GB SSD with a touch screen. Repeat. The model sold by B&H Photo is not and never has been available from Dell. As such, I have to assume the model is a special order. The screen is of much lower quality, and it is nowhere specified on B&H Photo site that the model is different from the one available from Dell. If B&H Photo can provide a link to the same exact computer sold by Dell, I stand corrected, but I have been told by two different Dell customer service reps over the phone that they do not sell the model of laptop that B&H Photo sells.As to the other issue that they sell merchandise they are not licensed to sell. Well, THEY DO. I tried to warranty a B+W filter through them, and they of course declined and told me to warranty it through the company. Well, they shot themselves in the foot, because they company itself was the one who informed me they could not warranty products from B&H Photo since they are not licensed to sell them. I have attached the email to prove this point.I would still like to return the laptop for a full refund including B&H Photo covering shipping. I challenged the charge with my credit card and B&H Photo issued an RMA (that they never sent to me) as "proof" to the credit card company that they allowed me to return the item. They did this just to get the credit card company to close the dispute. Well, their shady business practice worked...for now. I learned of this several months later when I got the documentation from my credit card company. B&H Photo should be willing to honor this RMA.In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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

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

September *, 2015Revdex.com Complaint #[redacted]B&H Web No: [redacted]On August **, 2015 the customer placed an order for one NUPT01RS for $12.00, which was apparently inadvertently mis-identified on our site as being a Numark PT01USB turntable. In fact the NUPT01RS is a Numark stylus for the turntable....

The turntable is our NUPT01USB and the retail price today is 94.99.We will not sell a 95.00 turntable for 12.00. Our site includes the disclaimer, "Prices, specifications, and images are subject to change without notice. Not responsible for typographical or illustrative errors." In addition, this represents a case of the equitable doctrine of unilateral mistakes. When online retailers make honest, good-faith pricing mistakes that result in huge losses to the benefit of opportunistic online shoppers, the mistake could be grounds for rescinding the unfavorable contract under the doctrine of unilateral mistake. Rescinding the contract is the only available remedy under unilateral mistake; it is not a basis for reformation ... the retailer must cancel the customer’s order and re-offer the product at the actual price.-- Henry P[redacted]B&H Photo-Video

[redacted]Under B&H transaction [redacted] dated 07/**/16, a refund in the amount of $210.*8 has been generated and transmitted to the customer's AmEx account. No additional refund is due and none will be forthcoming. -- Henry P[redacted]B&H Photo-Video

Sept *, 2017Revdex.com complaint #[redacted]B&H Web No: [redacted]The customer purchased a kit, our COS260BF15DK = Coronado 60mm SolarMax II Double Stack Solar Telescope Kit (15mm Blocking Filter). As a kit each component is priced to reflect kit discounts. The component for which he received a...

refund is priced lower (and he paid less) as part of the kit than the a la carte price would be. The discounted kit price for th Sky-Watcher AllView Mount is the amount we have refunded. -- [redacted]B&H Photo-Video

April **, 2016Revdex.com complaint #[redacted]B&H [redacted]We regret the customer had a problem with a product purchased from us. He purchased two (2) Kensington 10,400mAh USB Mobile Chargers (Silver) -- B&H # [redacted]. When he advised one had failed we issued return authorization When we received...

and processed the return a refund was issued. The failure of one sample cannot be used to determine a product is defective throughout its range. We decline to pull this item from our site since more than 90+% of those sold have not been returned or reported to us as faulty in any way at all. -- Henry P[redacted]B&H Photo-Video

November **, 2016Revdex.com complaint #[redacted]B&H Web No: [redacted]On Nov **, 2016 the customer purchased a APIPPM128RG = [redacted] 9.7" iPad Pro (128GB, Wi-Fi Only, Rose Gold). The serial number of the individual item we sent to him is SDMPRF91YH1MV. That item was sent to him in exactly the condition we...

received it from [redacted], brand new, unopened, and not previously sold. We regret [redacted]'s unfortunate habit of confusing the dates a product is sold to a retailer with the date the retailer sells it to an individual customer. On Nov[redacted] we emailed return authorization [redacted] with a pre-paid [redacted] return label for his convenience. The customer has the choice to receive a refund, another of the same item, or store credit to purchase something different altogether. -- Henry P[redacted]B&H Photo-Video

July **, 2015Revdex.com Complaint #[redacted]B&H Web No: [redacted]Now that we are able to confirm the customer's return package has been delivered to [redacted] I have asked our customer service department to process his refund ASAP. One we have processed the refund federal [redacted] rules permit his bank to delay confirming the refund for 24 hours or more. We have no control over this and include the information as an advisory.-- Henry P[redacted]B&H Photo-Video

[redacted]There were three items in this order. When the order was created we created an estimate of what the package should weigh when it was ready to be shipped. When the package was ready to be shipped we weighed it and compared the actual to...

the estimated weights. They matched. The shipper, [redacted], weighs the package at every stop and at each the weight they reported also closely matched, far too closely for any item to be missing.This clearly indicates there was no missing item from inception to delivery.When a customer reports an item is missing, in addition to checking weights we check inventory to see if we have more of an item than we should. If we did it would indicate we'd left an item out. For this item, our inventory is exactly as it should be. We also view videotapes of our packing areas to see if every item was actually placed in the shipping box and remained in the shipping box when it was sealed and labeled. Everything was as it should be.Every bit of evidence we have demonstrates every ordered item was packed and shipped. Unless we are presented with irrefutable evidence otherwise, the customer's claim is denied.-- Henry P[redacted]B&H Photo-Video

November [redacted] 2016Revdex.com complaint #[redacted]B&H Web No: [redacted]The customer ordered a FUX100TS = Fujifilm X100T Digital Camera (Silver) plus a memory card on Nov **, 2016. The camera's price was $1099.00. The order was shipped Nov 20th and UPS reports it was delivered 11/**/2016. On Nov [redacted]...

the customer informed us he did not receive the ordered camera. Because of the prevalence of fraud and piracy we asked him to send photos supporting his allegation. The same day we emailed return authorization 635861291 along with UPS pre-paid return label number [redacted]. The customer stated, "It is my understanding that with any business, in this situation, the business needs to refund the customer first..." Unfortunately he is entirely and completely mistaken. Normally we issue a refund when we have received and processed the returned merchandise. On rare and singular occasions we will do so when UPS confirms the returned merchandise is en route. According to UPS, (screen capture attached) they have not yet received the return package from the customer. We will issue a refund when we have received and processed the returned merchandise.-- 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.
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:

B&H claims to have said it was out of stock when I made the purchase. If it was, why are customers able to purchase the item still  and be charged for it? I believe B&H does not charge customers until the item ships, well I was charged the full amount and over 7 weeks later, I still have NOT received my order and out $549.99! I clearly purchased it when it was in stock, because I was charged the full amount. Please explain to me again why it's taking over 7 weeks to fulfill an in stock item when ordered and purchased? And not being compensated for the delay and taking $549.99 from me with no product.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted]We appreciate the customer's order and this feedback. We regret his inconvenience. The customer's most recent chargeback has been decided in his favor and we have decided not to contest it further. The bank which issued the customer's...

Visa account should be able to confirm this to him shortly. -- 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]
 A refund of the shipping is due because:1. B&H used my actual address ([redacted]) and correct zip code, entered by me on their website, to charge my AMEX -- which will be verified by the AMEX inquiry.2. After the mistake, B&H did not contact me to resolve the issue and, in fact, sent me fraudulent customer service emails. In 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 Mr. P[redacted] directly addresses these two points of complaint, the issue fails to be resolved.Thank you,[redacted]
 
 
 
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:

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

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. That they did not resolve this issue sooner and that it required the Revdex.com to become involved is unfortunate. I wish them well and trust that they learned from the experience.
Sincerely,
[redacted]

[redacted]
[redacted]
[redacted]This order was placed via our web site on Nov **, 2016. When the order was placed we advised that both items were not in stock and reported the ETA data we'd received from our vendors. Subsequently we learned that data had been...

revised and the ETA moved further out.At the customer's request the two items ordered originally were cancelled and replaced by two other items he selected which are in stock. In compensation for this we included a $25.00 discount. The order will be shipped today or at the latest, Thursday. -- Henry P[redacted]B&H Photo-Video