ComplaintsforB & H Photo-Video, Pro Audio

• Initial Complaint

  06/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order # ********** claim: ********* hi, I recently ordered a couple hard disks which were not delivered to me. I did not receive them. The front desk at my building did not receive anything. I contacted customer service regarding this issue and they filed a claim for me however, I recently received an email from you saying my claim with this denied with no reason and given this is very frustrating since I did not receive any of the item Ive ordered was not given any support or explanation and was not given a refund. Please help me resolve this and give me a refund as soon as possible. Thank you very much.

  

  Business response

  06/17/2024

  Complaint ID ********

  B&H Order# **********

   

  The ***** tracking number that's associated with the B&H order shows the package was delivered and was signed for.  The customer would need to work with the hotel to locate the package.

  Below is a link to the ***** tracking page that's associated with the B&H order.

  *****************************************************************************************

   

  **************************;

  B&H Photo-Video

  Customer response

  06/17/2024

  Better Business Bureau:
  
  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]

   the front desk issued the following response:

  We have no record of having received this package. There were no ***** deliveries made on June 11. None of our staff signed off on such package

  I dont believe this to be correctly delivered to the right address. Also I did not sign for the package nor did I authorize anyone to do so. You cannot just assume the package is delivered so long as any person signs for it. What is the point of even having that signature?

   Please refund me at your earliest convenience or I will take legal action.

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************
  
  
  
  
   
  

  

  Business response

  06/19/2024

  Complaint ID ********

  B&H Order# **********

   

  We have checked with ***** and ***** has confirmed the delivery was properly made to the address provided by the customer.  We will not be issuing a refund for this order based on the facts we have reviewed.

   

  *************************

  B&H Photo-Video

  Customer response

  06/20/2024

  Better Business Bureau:
  
  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 not receive the package. It was NOT properly delivered to me. Please refund me or I will file a complaint and take legal action.

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************
  
  
  
  
   
  

• Initial Complaint

  06/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a TV from BH photo and it arrived damaged. The box was fine but the entire screen was smashed and it appeared like it had left the store destroyed. The person I worked with was great, and they issued me a full refund and I then purchased a second replacement TV from them. This TV then arrived also smashed and the box was fine. This is when I suspected that they were shipping damaged products and stated that I just wanted a refund and was done buy from them. I work from home and was using this TV as a second monitor and it was putting me out of work and I could not wait anymore, so I went to a local store and bought a TV. This purchase from BH photo was also made half on a **** credit card and half on a gift card. Now the second TV has been returned and they have not issued me a refund. They keep playing games with me and give me different stories every time I call. I had mentioned I would file chargeback against them and now because I mentioned that they have threatened me stating they will not issue me a refund (I also have e-mail documentation for all of this). At one point I was told they issued a full refund to my credit card, but that turned out to be a lie. Now I need to in fact file a chargeback for the amount that was charged on my CC, but that still will not solve the $200 gift card they need to refund me.

  

  Business response

  06/11/2024

  BBB Complaint ********

  B&H Order# **********

   

  Our *************************** has reached out to the customer on June 6, 2024 to advise that the entire amount will be credited to the customer's credit card.  A B&H gift card/credit would not be provided for this reason.

   

  *************************

  B&H Photo-Video

  Customer response

  06/11/2024

  Better Business Bureau:
  
  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,
  
  *************************************
  
  
  
   
  
  

• Initial Complaint

  06/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This unjustified nightmarish situation all start on May 22 2024 for me. I return home at 6:25pm to discover a unidentified order box with the tape saying B & H Photo. Scratch my head knowing I haven't ordered anything so why is this here? I go on my account to find my name being used under B & H website to order this item without my knowledge. My password was illegally change on March 6 2024 B & H allow my account to be compromised way back then. I use the chat to report this fraudulent illegal act . Agent says she sorry that it happened under our watch, was the item unopened? The * &H tape was compromise or torn but the box wasn't open to my surprise. Inside the shipping box the item was unopened by itself with no bubble wrap . I read the tape on what to do but since I never received the item directly by deliver , I never had that option. If I would been home, I would refused delivery period. Why would I accept order not made by me? Told agent about all this, he said it was sign which had be by person who made illegal purchase. Person who order the item illegally would know my name and info but not my signature. Ask to send copy to prove the fake signing. I sign everything with my personal signature that was not my handwritting. Wanted sent in my driver's license signature but he stop messaging .One I never knew about it to day was delivered and two never order anything in years. I been trying sent in my copy of my signature so * &H can see the difference and honor my refund for crime that was committed illegally under my name. No one has reply to get this evidence to show refund is owe. I provided all evidence to show B & H betray me as loyal customer by allowing all this happen and how they owe me my hard earn money that was stolen . Promised me with their company credentials .

  

  Business response

  06/04/2024

  BBB Complaint ********

  B&H Order# **********

   

  The customer contacted B&H on May 22, 2024 reporting they did not make the purchase.  They requested an *** and our ******** Service agent asked if the box was unopened. The customer said it's unopened.  The customer returned the package and B&H received it.  Upon inspection, the box appeared to be opened and resealed.  Our Returns Team investigated the box and found a different item in the box, an older MacBook Pro model.  Because what we received was not what was sent to the customer, B&H has sent the item back to the customer and the *** is denied.  If the customer has any additional concerns, the customer should reach out to ************************************* for assistance.

   

  *************************

  B&H Photo-Video

  Customer response

  06/04/2024

  Better Business Bureau:
  
  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 provided all pictures to show item was sealed but the box was tampered with . Plus I provided all information b h photo is looking over. Show information of their company given approve for refund. Show company acknowledgement of allowing my account to be compromised under their watch. Even try provided my signature to show I never received that illegal purchase item directly.  Like a robot , there over looking evidence I've posted on here and directly to them. They do not care about integrity and honor of defending customers. As long as purchase is made it don't matter to them if it illegal or not. Reach out to all their department now after reporting them to BBB try give generic reply but very disturbing how the evidence straight from them on here is being over look. That not good business ethics to over look the facts and to not want see evidence that solves the crime committed under their watch. Want everyone else solve problem when there the ones problem happened under. Very disappointing I'll post this on my large social media platform. Greed makes a company be empty shell that no one wants to deal with . Evidence right there on all screenshots that was sent directly from them so . I hope they become a real company and see right thing is give me my refund and stop allowing good customers have their accounts compromised and they just sweep it under carpet.  Evidence is right here .

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 19, 2024, I purchased a gaming laptop from B&H Photo Video and Pro Audio for $2,826.27. B&H committed to providing a fully functional and defect-free gaming laptop. However, the laptop has been experiencing significant thermal throttling issues. I conducted multiple 3DMark stress tests, a well-known and highly regarded benchmarking tool, and the results consistently showed that the device failed. The *** stability was below the passing threshold in all tests, indicating a defect. Despite providing these results, B&H's product specialist concluded that the laptop is not defective and refused to process a return or exchange. B&H reviewed the stress test results but did not provide a detailed explanation of how they arrived at this conclusion despite the evidence provided. My account/order/tracking number is Customer Code #********/Order #**********/Tracking #************. This issue does not involve any advertising.

  

  Business response

  05/30/2024

  Complaint ID ********

  B&H Order# **********

   

  We've reviewed the customer's request to return the computer for a refund but the request was denied.  As per B&H's return policy on computers, computers opened from its original packaging cannot be returned unless it's defective.  The customer claims the computer is defective because the computer is running hot and did not pass the stress test of the 3rd party software 3DMark.  This alone would not deem the computer as defective.  The customer also wrote to our *************************** saying 
  " I researched similar laptops with identical specifications and found that other users reported temperatures of 80C and below on a flat surface. In contrast, my unit consistently reaches the thermal throttle limit of 87C".  This would also not suggest the computer he received is defective because different manufacturers would build their products differently.  ********** computer he purchased appears to run hotter (but when stressed) but again, this is not considered a defect.

   

  *************************

  B&H Photo-Video

  Customer response

  05/30/2024

  Dear ************************* and BBB Representative,
  
  Thank you for your response regarding my complaint.
  
  I appreciate the review of my request; however, I would like to address a few critical points:
  
  1. Consistency and Reliability of Stress Test Failures: The 3DMark Time Spy stress test is an industry-standard tool used to evaluate the stability and thermal performance of gaming laptops. My laptop has consistently failed this test multiple times, even after a complete system reset and fresh installation of all software and drivers. This is a clear indication of a potential hardware issue, not just a software or thermal design characteristic.

  2. Comparison with Similar Models: My comparison is based on laptops with identical specifications, not different manufacturers. Other users with the same model and configuration report significantly lower temperatures and successful stress test completions. This discrepancy strongly suggests that the unit I received is not performing as expected.
  
  3. Consumer Expectations and Product Standards: As a consumer, I expect the product to perform within the advertised and industry-standard specifications. The consistent failure of stress tests and the higher temperature readings indicate that my laptop may not be meeting these standards. I believe this is a reasonable basis for considering the unit defective.
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order this morning for a couple of video cards (little over $1,200). Then, later in the afternoon, my order got cancelled with no explanation. I called in to find out what's going on. The rep basically read a note saying there was a problem with a return I did about a month ago, and that I was flagged to only pay by "wiring" the money. The problem they referred to the return I had to do because the product didn't work about a month ago. I didn't/couldn't offer no other reasonable explanation. Then, I was transferred to a supervisor who were supposed to explain me what the problem was. The supervisor, in his own word, claimed that they are the owner, and they don't need to explain anything as to how they conduct the business. It was such an arrogant response that I got so shocked I had to file this complaint. I've done business on multiple occasions, but I got treated like a criminal or low life for the screw-up they did on their customers. Am I a customer or a dirtbag?!? I want an explanation rom this business and a formal apology for the behavior of their supervisor.

  

  Business response

  05/20/2024

  BBB Complaint ID ********

  B&H Order# **********

   

  The customer is currently in contact with the B&H ***********************.  The orders the customers are placing are being canceled due to verification issues.  The customer should continue to work with the B&H *********************** to resolve any ongoing issue.

   

  *************************

  B&H Photo-Video

• Initial Complaint

  05/13/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Hello, B&H Photo Video and BBB In this complaint, I am reaching out to address an issue with your company. On February 19th, I sent my gear (Quote# ******) to B&H Photo Video for sale. They provided me with a ***** prepaid shipping label, and I carefully packed my Leica Gear following their shipping instructions. ***** scanned the package as delivered on February 23rd, and since then, my issue has not been resolved.I have contacted their support multiple times, and on March 15th, a representative from B&H emailed me stating that they had started an investigation regarding my gear. They requested proof of purchase, which I promptly provided. Shortly after, they asked for the gear's serial number, which I also provided without delay. I waited until April 17th for a solution, only to receive an email from their support stating that the claim was denied due to "insufficient/incredible evidence."***** confirmed the successful delivery of my package, but B&H Photo Video is declining responsibility for the lost item, even though I followed their provided label and instructions, which indicated insurance coverage. I am perplexed by their response, as I submitted all the necessary information they requested, so how could it be deemed "insufficient"?I am appealing to B&H and BBB to assist me further in resolving this issue. I am seeking either the payment value for my gear or assistance in retrieving my item. I also requested the contact information for their supervisor, but was informed that it was unavailable.When I shipped my item as per your instructions and with insurance, who is accountable for my gear if ***** indeed lost it and failed to deliver it to you, as explicitly mentioned by your company? I am still awaiting your response for a resolution. Please extend your assistance in resolving this matter, or inform me of the next steps to take. I am willing to work with you to resolve this before considering legal action.Sincerely, *****

  

  Business response

  05/15/2024

  Complaint ID ********

   

  The customer is currently in contact with the B&H Used Team regarding this issue.  ***** was advised that this case is under investigation since we have not received the package and B&H will be in contact with the customer. The customer should continue to stay in contact with the B&H support team.

   

  *************************

  B&H Photo-Video

  Customer response

  05/18/2024

  Better Business Bureau:
  
  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:

  [How are you in communication with me when I have not received any response from you since April 22nd? This is false information as I have not received any updates since that day. I had previously communicated with your agent, *****. ***** informed me that the claim was denied due to insufficient evidence. I responded by questioning what was deemed insufficient as I had provided all the information that ***** had requested from me, including the purchase receipt and serial number of my gear. ***** then confirmed that I had provided everything that was required. In their last email, they stated: I understand you advised us that you have additional info and according to our investigation, you provided what we needed. Anything additional may be considered inadequate to our investigation. If there is anything else you would like to share for this case, you may send it our way. If it is determined to be useful information, we may be able to repeal this decision.
  
  I then requested the contact number for a supervisor, and ***** provided me with your customer support number. When I attempted to contact them by phone, the supervisor was unavailable. I asked ***** to provide me with their email address, but she mentioned that there was no email to share. This was our last communication, and since that date, I have not received any further updates. The package was scanned as delivered three months ago, and I am wondering how much longer I will have to wait for a resolution. I am still awaiting a response. Once you have read this message, please let me know of any updates here or via email. Or kindly provide me with the email of a relevant person, rather than *****. Thank you.]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****************
  
  
  
  
   
  

  Customer response

  05/22/2024

  Better Business Bureau:
  
  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:

   

  Hello,
  
  I attempted to contact the supervisor but was unable to reach them as the number provided was not for the supervisor. As ***** did not respond, I proceeded to file a complaint with the Better Business Bureau (BBB). I am currently awaiting a response from a relevant person through that channel.
  
  Given that my gear has been scanned as delivered, I urgently require your assistance in resolving this issue. I kindly request that you reach out to me via email or reply to this message as soon as possible to discuss the next steps.
  
  Thank you for your attention to this matter, and I look forward to your prompt response.
  
  Best regards

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****************
  
  
  
  
   
  

  

  Business response

  05/28/2024

  Complaint ID ********

   

  The customer is asking to correspond via e-mail but the customer is already in touch with our Trade-in Department via e-mail.  The customer can reply to the e-mail they already have or they can start a new e-mail chain by e-mailing *******************************.  The customer would also need to just call our main number at ************ and speak to the B&H operator and request to speak to a supervisor of the Trade-In Department.

   

  *************************

  B&H Photo-Video

• Initial Complaint

  05/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Purchase, two expansion, for akai Mpc, said it, a code for the manufacturer website, they send me an email, and ask me to register my info for some plugivery website, this isn't on the advertising of the website. If it was stated, the process, I wouldn't have had bh photo, and via es not!

  

  Business response

  05/13/2024

  Complaint ID ********

  Order# **********

   

  Plugivery is a vendor used to distribute the software and is also how it would be distributed when purchased from the manufacturer, AKAI directly. The vendor reached out to the customer but the customer did not respond. The customer also has an ongoing chargeback on this order. 

   

  *************************

  B&H Photo-Video

   

  Customer response

  05/13/2024

  Better Business Bureau:
  
  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 have contacted, both also and plugivery, and I'm PayPal, and told them, this plugivery, business, or hired partner of these business, was made clear when purchased? I, was mislead, by bh photo, and have yet to receive, the funds, I refused receive, of merchandise, as it was misleading, I am asking for the returns, to be made, and if not, plugivery, needs to forward, it's register LLC business, in the state of ************, so the sheriff's can serve the apparent.  I don't desire to have my information stored,non the database of so many companies, it's too much of a rain, when someone eventually is neglected.  I have seen zero evidence of a charge back.  From my understanding in ************ if someone is mislead, they have a right to return said product and it was made as soon as one became enlightened, the mention to bh photo, bh photo has lead me around for months and is altering or hiding review, that made that, plug in, is from, a hired partner.  AND AFTER TALKING TO ****, ON THE ****** AND THROUGH EMAILS THEY HAVE STATED PLUGIVERY Isn't THE MANUFACTURER OF SAID PRODUCT.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  

  Business response

  05/23/2024

  Complaint ID ********

  B&H Order# **********

   

  Plugivery is not the manufacturer but is a vendor.  The customer should reach out to the vendor for support at *********************.  Software purchased from B&H cannot be canceled or returned as clearly noted on the product page.  

   

  *************************

  B&H Photo-Video

  Customer response

  06/07/2024

  Better Business Bureau:
  
  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:

  Have not/ex heard a response from business, as to how it would solve, the fraudulent advertising, it should have stated plugivery as it's part.  I'm still waiting for a response.   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

• Initial Complaint

  04/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to express my extreme dissatisfaction and frustration with the handling of my recent order for a printer from your company. Despite numerous attempts to resolve the issue, I have not received the product, and your company's refusal to assist has caused me significant inconvenience and financial loss.I placed an order for a printer with order number. However, despite the promised delivery timeline, I have not received the printer to date. This delay has resulted in considerable inconvenience as I urgently needed the printer for my work or personal use.Furthermore, when I reached out to your customer support team for assistance, I was met with inadequate and unhelpful responses. Instead of taking proactive steps to rectify the situation, your company sent me an email with a form to complete for further assistance. Unfortunately, the form was sent in a format that I could not easily complete and submit, leading to additional frustration and delays. I have attached screenshots of the affidavit in an out-of-format condition, as evidence of the challenges faced in attempting to comply with your request.Additionally, I returned the completed affidavit on April 5, as per your instructions, but your company did not accept it, despite sending it in the same format.As a result of your company's failure to deliver the product and provide satisfactory customer support, I was forced to purchase the printer from another store to meet my immediate needs. This has resulted in unnecessary expenses and inconvenience on my part.

  

  Business response

  05/02/2024

  Complaint id# ********
  B&H Order# **********
  

   

  A refund has already been issued to the customer on March 18th, 2024 and the customer's feedback regarding the e-mall format will be noted and sent to our **************** Department.  Regarding the customer's request for "compensation for inconvenience" would not be possible.

   

  *************************

  B&H Photo-Video

  Customer response

  05/02/2024

  Better Business Bureau:
  
  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 havent received any refund gets  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************************
  
  
  
  
   
  

  Customer response

  05/09/2024

  Better Business Bureau:
  
  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 affidavit team havent sent a correct affidavit format and I already sent the affidavit. I am demanding a refund right away. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************************
  
  
  
  
   
  

  

  Business response

  05/13/2024

  Complaint ID ********

  B&H Order# ********** 

   

  On May 9, 2024, the affidavit team emailed the customer advising the claim was approved and customer will be receiving a refund.

   

  *************************

  B&H Photo-Video

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 7 inch monitor from b&h photo and video online on november 27th of 2023. as of a week and a half ago the pixels in that monitor have gone bad and i am entitled to a 1 year warranty from the date of purchase. I called b&h photo and video less than a week ago at the time of this description to inquire about that warranty i am entitled to upon purchase. I spoke to an individual named ***** and he instructed to me to contact the makers of the monitor which would be a company named feelworld.itd(per ****** search) which i have done through email which i have attached in the supporting documents below, Then was instructed to wait 48 hours and if no response arose to call b&h photo and video back for their representatives to step in on my behalf and resolve the issue in a timely manner. Instead of stepping in on my behalf I received an automated message which i have attached on the supporting documents below which shows that the people at b&h photo and video received my inquiry but have done nothing about it at all. I am currently at risk of being out of work due to my monitor not working and i desperately need representation on my behalf so i can use the warranty i am owed upon my purchase. I hope for action to be taken as it should in the quickest manner possible.

  

  Business response

  05/03/2024

  Complaint ID# ********

  B&H Order# **********

  We have reached out to the manufacturer and they were very apologetic and noted their company was on holiday.  The customer can now reach out to them at ******************** or e-mail the contact person **** directly at *********************.

   

  *************************

  B&H Photo-Video

• Initial Complaint

  04/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a DJI Osmo Pocket 3 from this company on March 11th. Upon unboxing it, I noticed various issues like malfunctioning gimbal, calibration problems, and it would power down after just five minutes, necessitating a restart. I returned it to BNH without any issues, and it was successfully delivered. However, I received an email stating that they were missing parts, which seemed impossible as I have been a loyal customer with B and H for eight years.This led to multiple email exchanges, initially regarding the wrong microphone and later about missing parts, eventually claiming that I had sent them an empty box.Notably, the shipping return weight matched the shipping sending weight, so I was extremely confused when they emailed me stating that I was missing nearly everything that the kit included.This experience has left me deeply disappointed, and I have decided never to shop at B and H again. Despite hearing some negative stories about them over the years, I had chosen to overlook them. Experiencing one of these horror stories firsthand is disheartening and appalling.B&H RMA # *********

  

  Business response

  04/08/2024

  In response to complaint id ********, order# *********, The customer requested an *** on his order indicating the item, DJI OSMO pocket 3 was defective.  Customer is supposed to send everything back to us for the *** to be processed.  ********************** has received only the microphone and has advised the customer that the rest of items would need to be returned.  As noted in the customer's attachment titled ********, a B&H Returns Support agent indicates that customer would also need to return the following to process the return...

  DJI Osmo Pocket 3

  USB-C PD cable

  Protective Cover

  Wrist Strap

  Handle with 1/4"-20 Thread

  Windscreen

  Clip Magnet

  USB-C Charging Cable

  Carrying Pouch

  DJI Wide-Angle Lens for Osmo Pocket 3

  DJI Battery Handle for Osmo Pocket 3

  DJI Osmo Mini Tripod

  DJI Carrying Bag for Osmo Pocket 3

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩