Complaints
This profile includes complaints for B & H Photo-Video, Pro Audio's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 307 total complaints in the last 3 years.
- 98 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:04/08/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On March 11th, I bought a rog game at a cost of 1349 RMB. According to the express delivery, it was delivered on March 12th, but I did not receive the express delivery. The name of the recipient of the express delivery is not mine, nor do I have any signing photos. I can't find my delivery. I asked to get in touch with b&h staff, but none of them would help me solve the problem. I would like to request a refund because I did not receive this delivery.
Business Response
Date: 04/10/2025
********* ** ******** *** ****** **********
The customer placed an order and shipped to a hotel. Per the ***** tracking number, ************, the package was delivered and signed for. Attached is POD. The customer has been advised by our **************** Team to work with the hotel to locate the package. A chargeback has also been filed by the customer and assistance can no longer be offered as long as the chargeback is pending.
******** ****
B&H Photo-Video
Initial Complaint
Date:03/31/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased ASUS TUF GAMING B760M-PLUS WIFI II LGA1700 M-ATX Motherboard from B&H. I installed the motherboard inside a computer. I started receiving BSOD error messages in which I spent time troubleshooting. I had to take the computer to a professional computer technician. After several weeks of troubleshooting, they advised me that my motherboard needed to be replaced. I immediately called B&H and the agent authorized a return RMA *********. They said that they would refund once received. I sent the motherboard back. I received a notice that there were bent pins on the motherboard and they rejected the return. I tried calling B&H but received no other explanation. To add to this issue, when I received the return, B&H never placed the motherboard in an anti-static bag inside its packaging for the return and safe keeping. I also cannot find any bent pins on the motherboard. I believe B&H is being deceptive in that they are not accepting the return. They cannot provide any other information or evidence where they see bent pins. This should have been easily resolved if they accepted the return and performed the *** as the original agent advised. I would like a refund of my money spent on this motherboard.Business Response
Date: 04/10/2025
********* ** ******** *** ****** **********
The return was rejected and has been sent back to the customers due to bent pins on the motherboard. Our returns department evaluated the motherboard and noted there were signs of user error / mishandling when installing the processor. B&H would not be able to accept a return on this item.
******** ****
B&H Photo-Video
Initial Complaint
Date:03/30/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am filing a complaint against B&H Photo Video regarding an unresolved issue with my order. Despite multiple attempts to resolve this matter through customer service, my concerns remain unaddressed. Below is a summary of the issue and supporting evidence.Issue Summary:I placed an order for a specific product but received the wrong item.After returning the incorrect product, B&H confirmed receipt of a Nikon D7500, which was not what I originally ordered.Additionally, my package contained another customers invoice, revealing their private information, indicating a fulfillment and privacy error.Despite multiple refund requests, B&H has failed to process my $3,723.75 refund or provide a resolution.Desired Resolution:I am requesting a full refund for the undelivered product.I have attached supporting documentation, including email correspondence with B&H, proof of the incorrect order, and records of my refund requests.Business Response
Date: 04/10/2025
********* ** ******** *** ****** **********
The customer has reached out to our *************************** with a claim that we've sent the wrong item. We've checked with our warehouse and have confirmed the Blackmagic camera was indeed placed in the box. If the incorrect invoice was placed, the correct merchandise was shipped. The shipping scale and package weight was also verified.******** ****
B&H Photo-Video
Initial Complaint
Date:03/25/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Complaint Details Company Name: B&H Photo-Video, Pro AudioDate of Incident: March 24, 2025,Order Numbers: ********** Description of the Problem:I placed orders for four cameras with B&H Photo Video, but their verification department, specifically an employee named *****, canceled all of them, including an unrelated order, claiming I violated their reseller policy. I am not a reseller; I am an individual customer who repeatedly purchased this camera because my previous unit, also bought from B&H, was stolen in ********. I needed replacements and backups for personal use, not for resale.When I called to clarify, ***** was arrogant, dismissive, and even yelled at me, which was unprofessional and upsetting. Furthermore, one of the canceled orders was not even mentioned in his verification email, showing a lack of transparency and fairness in their process. B&H has not provided evidence or a clear policy explaining why I was flagged as a reseller, despite my history as a loyal customer.Desired ************************** of my canceled orders at the original prices.2.An apology from B&H for Moshes rude behavior and the mishandling of my orders.3.A review of their verification process to prevent this from happening to other customers.This experience has been frustrating, and I hope BBB can assist in holding B&H accountable.Business Response
Date: 03/28/2025
Complaint ID ********
B&H Order# **********The customer attempted to place 8 separate orders for the Fuji X100VI in combination of both the Silver and Black variant. Separate orders were placed in an attempt to bypass the system with an item allowance of 1, thus triggered our verification procedure. Unfortunately, B&H would not be able to allow the purchases to go through and we appreciate the customer's understanding.
******** ****
B&H Photo-Video
Customer Answer
Date: 04/07/2025
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]
Dear Better Business Bureau,
B&H claims that my placement of eight separate orderscovering both Silver and Black variantswas an attempt to bypass the system and violated their item allowance of one per customer, triggering their verification procedure and leading to the cancellation of my orders.
I find this explanation unsatisfactory for the following reasons:
1.Lack of Clear Policy Communication: At no point during the ordering process was I explicitly informed of a strict one-item-per-customer limit, nor was there any indication that placing separate orders would result in cancellation. If such a policy exists, it should be transparently displayed on the product page or during checkout to avoid confusion.
2.Legitimate Purchasing Intent: My orders were placed with genuine intent to purchase for personal use purposes, not to circumvent any system. B&Hs assumption of bad faith lacks evidence and unfairly penalizes me as a customer.
************** Enforcement: If B&Hs system flagged my orders as suspicious, they could have contacted me directly to verify my intentions rather than unilaterally canceling them. This lack of communication undermines good customer service practices.
I respectfully request that B&H reconsider their decision, honor at least one of my orders as per their stated allowance, and provide clearer policy guidelines moving forward to prevent similar issues for other customers. I am disappointed with their handling of this matter and seek a fair resolution through the BBB.
Thank you for your assistance in mediating this dispute.In order for the BBB to appropriately process your response, you MUST answer the question above.
Business Response
Date: 04/21/2025
Complaint ID ********
B&H Order# **********
The customer's request to allow at least one of the orders to be processed has been denied.******** ****
B&H Photo-Video
Initial Complaint
Date:03/18/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased an audio recorder accessory pack on March 5th, 2025 for $34.95, and my package was stolen after it was delivered on March 10th. I tried to call customer service to see if I could at least have another item sent with signature delivery, but he quickly hung up on me after telling me that once a package is delivered, they couldn't do anything about it. I am a loyal customer of **********************, and I only request that I get the money back as store credit so I can buy the product again.Business Response
Date: 03/24/2025
Complaint ID ********
B&H Order# **********
We are sorry to hear the customer's package was stolen. According to the tracking number, the package was successfully delivered by FedEx. Upon reviewing the phone call between **** **** and the **************** agent, the customer did not ask if another item can be sent with signature delivery. The **************** agent advised that **** should file a police report and that since the package has been successfully delivered to ****** address, there is nothing B&H can do. **** also noted that our CS agent hung up on **** which is also untrue.
For your reference, below is the tracking information for this package.
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******** ****
B&H Photo-Video
Initial Complaint
Date:03/13/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Date of Purchase: February 10, 2024 Date Received: February 12, 2024 Total Amount Paid: $3,172.62 Date of Return: March 12, 2024 Items Returned:DJI RSC4 Gimbal ($549.00) Denied refund Camera and Lens ($2,096.00) Pending refund, suspected denial Complaint Details: On March 12, 2024, I returned a DJI RSC4 Gimbal to B&H Photo in its original condition, following all required return procedures as listed on their website. The item was securely packaged to prevent any damage in transit. However, upon receiving my return, B&H Photo falsely claimed that the gimbal was broken and is now refusing to process my refund of $549.00.I find this claim to be entirely dishonest, as I thoroughly inspected the product before returning it and ensured it was in working order. B&H Photo has failed to provide any legitimate proof that the item was damaged upon arrival, yet they are using this false claim to deny my rightful refund.Furthermore, I recently shipped back the camera and lens from the same order, totaling $2,096.00. Given B&H Photos handling of my previous return, I strongly suspect that they will attempt to deny this refund as well, despite my compliance with their return policy.Resolution Requested: I demand a full refund of $3,172.62 for the returned items, as I complied with all return policies and none of the items were damaged when sent back. If a resolution is not provided promptly, I will escalate this matter further, including but not limited to filing a dispute with my payment provider, seeking legal counsel, and publicly sharing my experience with consumer advocacy groups.I request that the BBB intervene in this matter and hold B&H Photo accountable for their deceptive return practices. Please keep me informed of any updates regarding my complaint. I appreciate your assistance in ensuring fair business practices are upheld.Sincerely,****** ****** ************** ************************Business Response
Date: 03/20/2025
Complaint ID ********
B&H Order# **********
The customer purchased a DJI RS 4 Gimbal Stabilizer and have decided to return the item. B&H received the product and upon inspection have noticed that item was damaged. The return was rejected and was explained to the customer that the item was not returned in the same condition as sold. The customer has noted that he used the gimbal once or twice which implies the gimbal worked when he received it. The customer has also elected to return the other items on the order which is a **** FX30 camera, **** 11mm lens, and the extended warranty plan. B&H have received those items and the customer has been refunded. The damaged item, DJI RS 4 has been sent back to the customer.
******** ****
B&H Photo-Video
Initial Complaint
Date:03/05/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On February 15, 2025, I purchased a brand-new ****** LOQ 15 laptop (Model: I5-13450HX/16G/512G/W11H/15.6) from B&H Photo through their website. The order number is *********, and the total amount paid, including tax, was $798.86.I received the laptop on February 19, 2025, but immediately noticed that the fan was excessively loud (and also behaving strangely, by turning itself on at seemingly random intervals for seconds at a time), making it unsuitable for my use. I contacted B&H to request a return and refund, but they refused to accept the return or issue a full refund.On the same day, I also discovered a dead pixel near the top right side of the screen. Given that this was a brand-new laptop, I find it unacceptable to receive a device with display defects. Since I primarily use the laptop for gaming, I expect a flawless screen. I contacted B&H again to report the issue and request a return, but they refused to provide a return label or issue a refund.I am extremely disappointed with B&H's refusal to honor a return for a defective product. I am seeking a full refund for this purchase, as the laptop does not meet reasonable quality expectations.I appreciate the BBB's assistance in resolving this matter.Business Response
Date: 03/05/2025
********* ** ******** *** ****** **********
The customer purchased the computer on February 15, 2025 and requested to return the computer on February 23, 2025. When asked, the customer's initial reason for return was "Item not as expected" with a reason that the fan noise is not acceptable to the customer. The customer was also asked if the computer was opened and the customer replied that it is. Per the B&H return policy, "Opened computers and computer software original packaging cannot be unsealed". Once opened, the computer can no longer be returned back to B&H. The customer then suggested that the computer is defective because of one dead pixel as shown in the customer's attachments. One dead pixel does not qualify the laptop as defective. The manufacturer ****** also notes this on their website. There can be up to 10 dead pixels on the screen before the laptop is considered a defect. Included is a link to ******'s policy and the serial number of the customer's computer is also referenced. The customer's request to return the computer is denied.
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******** ****
B&H Photo-Video
Initial Complaint
Date:02/26/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I've asked for when will my laptop been shipped, since I've heard bad reviews on this company overselling product during preorder. (which may cause to waiting for this product for a while), There are indicator that they oversold this product such as they closed down their pre orders after taking sales for 2 days straight. And I've tried to communicate with the Live Chat and it seems like they also don't know what will be the shipping date, first they said they would ship on the 28th of February and then I saw the expected availability and told them the the expected availability would be on 3rd of march, and then they said they don't have the estimate time for the shipment, but if they don't have the estimate time for the shipment how do they know mine is shipping at the 28th of February, and they refused to tell me which number am I on the list for the shipment, it's concerning that nobody knew when will my laptop be shipped, and I need it urgently.Business Response
Date: 02/27/2025
********* ** ******** *** ****** **********
The B&H *************************** has advised the customer on February 26, 2025 that the order will be shipped on February 26, 2025. A ***** tracking number has been provided to the customer as well, ***** tracking numbe* *************
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******** ****
B&H Photo-Video
Initial Complaint
Date:02/26/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My item arrived to me damaged. First they accused me to "striking it or purposely damaging it". This makes 0 sense because I have 1. No reason to do this 2. asked to return it due to the damages. I could have simply just returned it and have no point in damaging the item. I was honest and told them that it arrived to me damaged. Then after arguing back and forth. I finally was sent a label. I used this label to ship back the item. ***** told me that there might be issues with this due to the item being damaged and dangerous due to possible battery leaks from the damages. Regardless I was able to send it back. Its now lost or something. I dont know they wont give me any details regarding this and are refusing to help me now. I sent back the damaged item. They are refusing to help me and refund or compensate me.Business Response
Date: 03/04/2025
********* ** ******** *** ****** **********
The customer has been in contact with our *************************** regarding the return issue. There was some discrepancy with the return shipping and was advised that their claim has been denied. A refund would not be provided. The customer can reach out to our *************************** again for further assistance.
******** ****
B&H Photo-Video
Customer Answer
Date: 03/13/2025
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 dont understand how they can deny a claim that hasnt even been filed. The package was shipped back and I have proof of this. They wanted me to ship back the damaged item. I did. The damaged item was not in any condition to be safely shipped back, as I warned them multiple times of the battery leak it had, and now that it is having an issue being routed back to them. They are refusing to do anything. It makes no sense. Please tell me that you guys can at least see where I am coming from with this? Thank you.In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***** ********
Business Response
Date: 03/28/2025
********* ** ******** *** ****** **********
The customer has been in contact with the *************************** and has been advised that their claim has been denied and this would be the final decision.
******** ****
B&H Photo-Video
Initial Complaint
Date:02/25/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
3 years ago I purchased a BenQ projector from B&H.When I first purchased the product, there was one dead pixel in the projector, and I didn't think too much of it since it wasn't a big distraction. However over time the dead pixels rose to 3 to 5 to 10 and right now it is a full star field and it is very difficult to see the projected ******** first I thought this is due to the projector lamp that is known to be dying over time however when I contacted BenQ and did an online search I found out that this was actually due to a faulty device. DMD chip was failing and this is the manufacturer's ******** this point as a customer, I can not differentiate between a lamp dying vs a faulty device since this is my first projector and I understand maybe I should have contacted earlier however as you can see from the correspondence below, BenQ also admits that it was a faulty device from day ************************** has refused to assist me on this issue and went back and forth in terms of contacting **** for selling faulty device (admitted by **** through email and sent to B&H). On one email while they say they will contact BenQ, on another they are refusing the help. If the device was faulty and admitted by **** that it was faulty device from day one. What are we discussing here? I purchased the product from B&H and should be returning to B&H. They should be replacing this product!Business Response
Date: 02/26/2025
Complaint ID ********
B&H Order# *********
The customer purchased the BenQ ****** projector on 6/9/2021. The customer has reported the issue to B&H on 2/23/25, three and a half years later. The B&H return policy for defective products is within 30 days of the purchase date. If the issue was reported to B&H within this time frame, B&H would gladly offer a refund or exchange. After 30 days, the customer would need to contact the manufacturer for warranty service. However, this item has a 3 year warranty which is why **** offered the customer a repair quote. In addition, according to the screenshot provided by the customer, **** said "it's 'likely' that there was a defect at the time" which is an assumption. Please also note that B&H is a reseller and we would not know if a product is defective or not before it's sold. Again, if the product is found to be defective, the customer can report the issue to us within 30 days of the purchase date, not three and a half years later.
******** ****
B&H Photo-Video
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