Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/02/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
MY CAMERA WHICH IS 4 MONTHS OLD STOPPED WORKING THEY TOLD ME POLOROID IS RESPONSIBLE FOR REFUND ******** TOLD ME THEY HAVE AN AGGREMENT THAT B&H IS RESPONSIBLE B&H TOLD ME I GET NOTHING I HAVE 1 YEAR WARRENTY ON THIS CAMERA
Business response
08/02/2024
Complaint ID ********
B&H Order# **********
The CS agent the customer spoke with was not aware of the arrangement B&H has with Polaroid. I have updated the order notes associated with B&H Order# ********** with instructions to take back the camera for warranty service. The customer should reach out to our *************************** again and submit the claim. We apologize for any inconvenience.
**************************;
B&H Photo-Video
Initial Complaint
07/25/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I am writing to file a complaint against B&H Payboo credit card services. Last year, I applied for their credit card and subsequently made a purchase on B&H's website totaling $3059.06. The promotional offer at the time promised 12 months of no interest. I set up automatic payments, assuming everything was in order. However, the company did not notify me about the high late fees that were being accrued. Furthermore, their website was frequently inaccessible, which hindered my ability to monitor my account. As a result, I did not regularly check my statements. Yesterday, believing that my balance was nearly paid off, I checked my statement and was shocked to discover a new balance of $3059.06. Upon contacting customer service, I was informed that they could not refund the interest charges. I have calculated that I now owe an additional $1470.65 in interest. I feel this situation is highly unfair and misleading, given the initial promise of 12 months with no interest and the lack of proper communication from the company. I request your assistance in resolving this matter and obtaining a refund for the unwarranted interest charges. Thank you for your attention to this urgent matter.Business response
07/25/2024
Complaint ID ********
The customer's complaint does not appear to be warranted. The customer shared an attachment of their statement of the Payboo credit card and there are notes in a few places regarding the interest. On the right side, it notes "Minimum Payment Warning: If you only make the minimum payment for each period, you will pay more in interest and it will take you longer to pay off your balance. Below that in a red box and in CAPS also states "YOU MUST PAY THE BALANCE (AMOUNT) OF YOUR PLAN OF 12 MNTH DF INT PY RQ IN FULL BY 5/29/24 TO AVOID PAYING ACCRUED INTEREST CHARGES".
Please also note that B&H is not the financial institution of the Payboo card. The customer should reach out to *************** directly for assistance.
*************************
B&H Photo-Video
Initial Complaint
07/19/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I did not receive the product i paid for. I received a defective product, i arranged with the merchant to get it replaced I was sent a used replacement that wasn't new from the manufacturer, it was thrown in a random shipping box, and it was missing one of ther earpieces I've been trying to sort it out with the merchant through email, chat and phone with no resolution, i'm stuck in an endless and pointless loop where i keep getting asked to provide information, which i do, without any resolution to my issue. Full details are attached in PDFBusiness response
07/22/2024
Complaint ID ********
B&H Order# **********
The customer is currently in contact with our **************************** There is a discrepancy with the item(s) the customer returned and our ****************** is currently investigating what was received. This has been communicated with the customer and was advised that B&H will reach out to him via e-mail once the investigation is complete. The customer was also advised that if they do not hear back from B&H but end of business day of July 22, 2024, they can reach out to us again via e-mail.
*************************
B&H Photo-Video
Initial Complaint
07/10/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I ordered a TV and order number is ********** and they canceled it and said they refunded me. Discover still saying they dont see a refund from them. Also the charge has posted to my card. Not sure why they would move ahead and collect the money if my order was canceled and refunded Someone needs to be figuring this out. I want either the **** tv I bought and paid for or my money back.Business response
07/10/2024
Complaint ID ********
B&H Order# **********
The customer placed an order on the B&H website and his Discover card was charged. However, the order did not successfully pass our verification process. Thus the order was canceled and the Discover card will be refunded. The customer reached out to our *************************** and was advised that it may take 3-5 business days for the refund to post to their account. This information was communicated to the customer on July 8 and July 10.
*************************
B&H Photo-Video
Customer response
07/11/2024
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:Yes they did say 3 to 5 days but this is the 3rd day and I still dont see anything. As far as the verification goes I talked to discover about that. They said they tried several times and they approved all them so Im not sure what happened there.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*****************************
Business response
07/11/2024
Complaint ID ********
B&H Order# **********
The customer was advised that it may take 3-5 business days for the refund to post to their account. If the credit has not been posted yet by the 5th business day, the customer should reach out to our *************************** again. I've confirmed that the refund was processed on July 8, 2024. This information was also shared with the customer when the customer spoke with our **************** agent.
*************************
B&H Photo-Video
Customer response
07/16/2024
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
07/01/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a Monitor from the aforementioned company in the amount of $1,08.70. I was told they have a Easy 30-Day Return Policy. After opening the package I realized the mentioned monitor does not fit my needs. When trying to return the device after having it for only (1) day the company refused to honor a return and was unwilling to assist with any sort of comprise to come to a medium. I can not express my grievous enough that a company will not except a return on a device after only (1) day. Please assist!Business response
07/01/2024
Complaint ID ********
B&H Order# **********
The customer purchased a 55" Display and per B&H's return policy, Opened TVs, combos and monitors 37" and larger are not returnable. Because the customer opened the packaging to try and because it's over 37", the item is no longer returnable. This information can be found by clicking on the Return Policy link that's found at the bottom of the B&H website. Below is also the link to the return policy.
***************************************************************************
*************************
B&H Photo-Video
Customer response
07/06/2024
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:There was no mention of no returns on the item during the time of purchased. The mention of no warranty on TV's over 37"s is added to the store policy through a link. It should be clear to the customer during the time of purchase that there will be no returns accepted if the box the Monitor came in was opened, especially given the value of the item. Also the Monitor came in a Box that had tape on the sides suggesting it had already been opened prior to shipment.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***************
Business response
07/08/2024
Complaint ID ********
B&H Order# **********
The return policy is located at the bottom of the of the B&H website and is clearly stated as well. The customer would have just needed to scroll down to the bottom to click on the link to read the policy. If the customer is unsure of the policy, the customer could have also reached out to B&H via live chat, e-mail, or by phone to get clarification. The *** has been denied.*************************
B&H Photo-Video
Initial Complaint
06/28/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On Wednesday, June 26, I entered the B&H live expert chat and informed the person that I was looking to purchase a new camera body with a lens. The person provided me with two links and recommended that I purchase the Canon R50 body and the Sigma *******mm f/5-6.3 DG OS HSM Contemporary Lens for Canon EF. Today, June 28, 2024, I received the items and realized that the lens would not fit the camera body. During a conversation in the live chat, I was informed that those lenses would not work with the camera and that I would need an adapter, which costs $129.00. This is the first time B&H has made a mistake. The person who helped me choose the camera body and lens that night should have informed me that I needed an adapter for the Sigma *******mm f/5-6.3 DG OS HSM Contemporary Lens for Canon EF.June 26, 2024 Order #**********Business response
07/01/2024
Complaint ID ********
B&H Order# **********
The customer has reached out to B&H on June 28, 2024 at 12:14pm Eastern Time to request an *** and to exchange the lens and the *** was authorized. The customer would just need to send the incorrect product back to B&H for the right lens.
*************************
B&H Photo-Video
Initial Complaint
06/27/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On Sunday June 23, 2024, I placed an online order with B&H for a ******* soundbar. I had a saved profile with B&H, but I have not ordered anything from them for some time. So, I had to update my address and credit card information. I upload my current address annd credit card information and purchased the item. For some reason, my current address did not save and my old Texas address populated the shipping address. I did not notice this occurred. Note: the update credit card number and exp date saved, but the current mailing address for this credit card did not. Im an old military veteran, so my eyesight is not what it used to be. On Wednesday, June 25, I received an email from B&H that my ordered had been delivered. That is when I discovered the package was delivered to my old Texas address and not my current NC address. I called B&H to resolve the matter and was told by a customer service manager that the package was shipped to the address provided and their business with me was concluded. The manager acknowledged there could be a glitch in B&Hs online customer profile form, but that was irrelevant. He said I should have noticed the address was not correct. They refused to ship the item to my current address, refund me or even try to retrieve the item shipped to the ***** address. I have since went back to my profile on B&H website to update the information to see what went wrong, and it continues to input my current address, then revert it back to the old address. I have a video of this, but could not upload it. Will provide if needed.Business response
06/28/2024
BBB Complaint ID ********
B&H Order# **********
The customer has already filed a chargeback dispute with his credit card company. There is nothing more we can do.
*************************
B&H Photo-Video
Initial Complaint
06/25/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
B&H Order #********** April 17, 2024 2 items from B&H Photo-Video-Pro Audio Total Rocstor 8TB Rocpro D90 External SSD "Special Order" $589.95 Rocstor 4TB Rocpro D90 External SSD $349.95 4TB was delivered promptly - B&H charged for both items immediately although the 8TB still has not shipped as of June 24, 2024 May 30: "I am very sorry for the inconvenience. The *** that we have for this item is 06/05/24 and it should arrive to you shortly after that date. I am very sorry for the delay with this item."June 20: "Unfortunately, we are unable to expedite this item as this is a special order item. It is not an item we stock. This item will be shipped to you directly from the manufacture. As soon as we get more information from the manufacture we will be able to provide you that information. Currently, the manufacture has yet to provide us an *** on when you are expected to receive this item." "I do apologize for the inconvenience."Business response
06/27/2024
Complaint ID ********
B&H Order# **********
The customer has been in contact with the B&H **************** Department. The customer was advised on June 26 that an ETA has been provided and the item will ship out by July 3, 2024. The customer was also advised by a B&H agent that the customer reach out to B&H's **************** Department to request cancellation of the order and to reach out to sales to discuss alternative drives.
*************************
B&H Photo-Video
Customer response
07/11/2024
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
06/14/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
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
06/12/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I am writing to express my dissatisfaction with my recent order (Order #**********) placed in early June. The order was supposed to be delivered within 7 days, but I have encountered multiple issues that have not been resolved satisfactorily.I ordered two clamps totaling $140. However, upon receiving my package, I found only one clamp, despite the receipt indicating that both clamps had been delivered. I immediately contacted customer service to report the missing item. Although I was informed that the second clamp would be delivered 1.5 months later, this delay was never communicated at the time of purchase.When I inquired about the reason for this unexpected delay, I did not receive a convincing or satisfactory explanation. This experience has been frustrating and disappointing as it breaches the commitment made to me as a customer.Given the circumstances, I request a full refund for my order, including shipping costs, as B&H has failed to fulfill the order as promised. Your prompt resolution of this matter would be greatly appreciated.Thank you for your attention to this issue.Business response
06/14/2024
Complaint ID ********
B&H Order# **********
On June 5, 2024, the customer selected a quantity of 2 on the B&H website. As the customer proceeded with the checkout, the customer was presented with a message in an orange square in the middle of the page "The quantity you indicated for Proaim 360 rotating speed rail clamp for camera car rigging (42mm) exceeds our current inventory, there may be a wait to fulfill the entire order.". The customer proceeded to continue with the order anyway. Then at the checkout page, the customer is once again presented with a note that the customer must choose "ship in-stock items first" or "ship when all items are in stock". The customer cannot proceed with checkout process without selecting one or the other. The customer selected "ship in-stock items first". And so, the customer received 1 of 2 items on June 10, 2024. If the customer cannot wait for the second item, the customer can reach out to our *************************** at ***************************** and request to cancel the second item. The customer wouldn't be entitled to receive a full refund on the order since the customer already received 1 of 2 items.
*************************
B&H Photo-Video
Customer response
06/14/2024
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 never agree on such agreement. Please provide something that I agree that I want the first item shipped!
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*******************************
Business response
07/02/2024
********* ** ******** *** ****** **********
Per the customer's request, I have attached 2 screenshots of the customer's checkout session. With the first screenshot, circled in red is "Ship In-Stock Items First". The box is selected with a check mark. Above that is a message "Some Items below are not in stock". The second screenshot shows the item(s) and circled in red notes that the item is "partially stocked".*************************
B&H Photo-Video
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Customer Complaints Summary
317 total complaints in the last 3 years.
107 complaints closed in the last 12 months.