ComplaintsforB & H Photo-Video, Pro Audio

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Initial Complaint
03/20/2024
Complaint Type:
Delivery Issues
Status:
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.
I ordered a headphone from B&H for my sun during Christmas time, and it has not been shipped while the same item is still listed on the website. (Order# ********** )
Business response
03/20/2024
***** *** **** *** ********* ********* *** *** *** **********
On 12/14/23 the customer ordered one JBL Quantum 350 Wireless Gaming Headset, BH #JBLQ350WLBLK. AT the time this item was labelled Special Order - We will authorize your payment method for the full advertised amount when you order this item, but you will not be charged until your item ships. Any advertised discounts or savings will still apply. - 2-4 weeks." This item is still not in stock and our vendor has been unable to provide an ETA. We will ship it as soon as we receive it. If the customer wants to ask about cancelling this order, he can contact ***************
We do have the same item in our used **** in 9 condition - Very good condition; overall looks clean but may have minor signs of use/surface marks. It is used cat number Used Cat #******* and is on our site at ***********************************************************************************************************. We can substitute that for the ordered item and include a $5 discount.

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B&H Photo-Video
Initial Complaint
03/20/2024
Complaint Type:
Product Issues
Status:
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.
ORDER ********* Placed on 03/08/2024.The purchase included shipping to **********The supplier issued a commercial invoice placed it in the order page. That was the only invocie as customer that had access to.The problem comes when *** does the customs declaration and this declaration doesnt match the product i purchased. I placed a complain to *** and they told me thatt hey followed the destination HS code provided by the sender.In the original invoice, the one i received, there was no destination HS code, so i was confused. I asked to *** to provide the documentation BH provided to them and seems that BH provides to *** a modified commercial invoice. All this without notify the client (ME).This modified invoice has wrong information. Since they never provided this documentation to me they never gave me the chance to send an alert to ***.In this case the wrong information the wrote in the modified invoice caused an extra cost of USD204.
Business response
03/20/2024
***** *** **** *** ********* ********* *** *** *** **********
This order was placed on 03/08/24 with shipping o *********. It was shipped on the same afternoon via *** *********** *** reports it is in ************ and is "On hold awaiting for payment of shipment related fees."
The order and related paperwork were processed as we do for every similar transaction. The customer has indicated to us that he is reluctant to pay what he believes are inflated import fees and asked us to alter our invoice to reduce the amount due. We declined this request.
When the customer submitted this transaction we informed him, "I understand that as I export this order I accept full responsibility for all duties, taxes, VAT, and brokerage including all governmental and courier fees as set forth under international Incoterms. Return shipping, as well as all original fees shall be incurred and will be deducted from any refunds that I may be entitled to from B&H for non-delivered parcels. Payment will be charged in USD."

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***********************
B&H Photo-Video
Customer response
03/20/2024
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:

Based on the reply of the business it is clear that they are not understanding the complaint.
Im not asking them to alter the commercial invoice, indeed i am complaining becouse in fact they altered the invoice!! You can see in the attachments i provided that there are two invoices, the one that can be downloaded from the business website and the one provided to *** for customs clearance. The one provided to *** was never provided to me. This invoice has WRONG information. The information that is wrong is the Destination HS code of one of the items.
This information caused that *** clasify an SSD (Solid state disk) as an SD card (code indicated by the business). In the Argentinian nomenclature and SSD has an specific code that was not the one used by BH and is different than an SD card.
Since BH altered the original invoice without any notification to the customer and becouse this alteration includes wrong information that caused overcosts i am asking to the business to take responsability over the overcost generated by their mistake.
Im not reluctant to pay the amount corresponding to a correct declaration but i dont think it is fair to pay the part caused by the business wrong declaration provided to *** behinds the customers back.

Sincerely,

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

Business response
06/04/2024
complaint id# ********

I have nothing else to add to this case.

*************************
B&H Photo-Video
Customer response
06/06/2024
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:

I recuest to BBB to close this dispute showing that the business was not resolved the issue and has no even the will to provide a solution for his own errors.
Its not even clear if the business understand his own mistake.

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

Sincerely,

*********************
Initial Complaint
03/14/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
B&H advertises that they will refund the sales tax instantly if customers sign up for their Payboo Credit Card (***********************************************************************)However, my experience in applying for their Payboo card matches numerous online reviews I've found which describe B&H's banking partner Comenity / Bread Financial's inability to process new credit card applications, and send customers on a wild goose chase.I have 800+ credit and have never had a credit application denied in 35 years, And when I called Comenity to find out why they were unable to verify my identity (even after I provided them with the front and back sides of my drivers license, social security card and bank statement), I was transferred to a recording saying. Sorry, you can try to apply again in 30 days. It's hard to imagine this is anything other than an elaborate bait and switch scheme from B&H sending customers on a wild goose chase, and partnering with a financial services company with no human customer service department.
Business response
03/14/2024
In regards to complaint ID ********, ******* Order# **********, this has been escalated internally. Please note that the bank is exceptionally reluctant to discuss particulars of an application with ******* out of respect for the customer's privacy.
Initial Complaint
03/14/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am writing to formally lodge a complaint against BH for their unacceptable handling of my recent purchase, a clear violation of trust and customer service standards. Despite prior confirmation and agreement, BH has unjustly cancelled two of my three orders for Fuji X100vi cameras, citing a "Reseller Policy" that was conveniently overlooked when my purchase was initially accepted.This situation arose again after a simple address change on my part, which should have been a straightforward process. However, ** chose to exploit this opportunity to retract their previous commitment made last month, where they acknowledged and approved the cameras for our lab's use. This reversal not only undermines our project's timeline but also highlights a concerning lack of consistency and integrity in BH's business practices.What is particularly egregious is the creation of a new order in place of the original, effectively relegating me to the bottom of the waiting list. This maneuver has caused unnecessary delays and has forced me to engage in repetitive discussions, wasting valuable time that could have been spent on productive work.I demand that BH rectifies this situation immediately by reinstating my original order for three Fuji X100vi cameras, maintaining my original place in the queue.
Business response
03/26/2024
Regarding Complaint ID ********, ******* Order# **********, B&H has imposed a 2 camera per person limit and the customer ordered 3. As a courtesy, B&H can restore his position in the queue for order **********. If the purchases are for the lab or school use, the institution is encouraged to place orders under their own account.
Customer response
03/26/2024
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
03/12/2024
Complaint Type:
Billing Issues
Status:
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.
B&H take money from my bank account without sending the product; They ask for multiple verification, collect money from my bank account while not sending the product
Business response
03/12/2024
In reference to complaint ********, ******* Order# **********, the order had to go through our verification process because an international card was used. The order was placed on Friday March 8th and our *********************** is unavailable over the weekend. Our agent did try to reach out to the customer but may have experienced issues because of the time difference. The customer has since cancelled Order# **********. Our agent also reached out to the customer by phone today to apologize for the inconvenience they've experienced.
Initial Complaint
03/08/2024
Complaint Type:
Product Issues
Status:
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.
Order #********** I had created earlier ticket against incorrect B&H computers based out of *********. Submitting the ticket again with the correct vendor - B&H photo of **/ ***Sent email to B& H to request a return on -Jan ***** within 30 days from order date. Vendor advertises a 30 day return after deducting return shipping if unsatisfied but when a customer reaches out to request return , vendor is unscrupulously sharing fine print from a different link where they have added further details indicating if a product box is opened, they wouldnt honor a refund even when it is within the 30 day time period. Theyre misleading customers. No customer would know about the link with fine print until they have to return a product. They will only see the returns accepted within ******************************************************** bold while placing orders.First off, not taking a product return within return window of 30 days when customer is unsatisfied doesnt make sense. Second, when i bought the product online on 12.12.23, they advertised in bold under the product that theyll accept the return after deducting return shipping. Request to help process the return of this order for the Mac mini. I dont need this device and it is in its original box albeit opened. They can deduct a reasonable return shipping as originally advertised by the vendor.I have also created a case with my credit card company.**
Business response
03/11/2024
In reference to complaint ID: ******** and Order# *********** the B&H return policy is not in any fine print. The B&H return policy is conveniently and clearly noted at the bottom of the B&H website. Clicking on the Return Policy link will take you to the page with the B&H Return Policy. In the first paragraph, it's noted that there are exclusions. The user can either click on the link or scroll down to see the exclusions. Our website specifically indicates under "Nonreturnable Items" are ***************** and computer software original packaging cannot be unsealed". Since the customer has noted that box has been opened, the computer is no longer returnable.
Customer response
03/14/2024
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:

[Your Answer Here]
This is not true. The day i placed the order it indicated right below the product in red text that they will allow returns for 30 days minus shipping if unsatisfied. It was not mentioned explicitly that it excludes once the product is opened.
if you publish a text right below the marketed product highlighted in red text. Then put a caviat in a different section of the page in small text, it misleads customers.
why not put the whole return policy in one place if youre being honest.
anyway, i reject their response and request a refund.

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

Sincerely,

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

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:

[Your Answer Here]
I am not satisfied with the response and continue to believe that they are misleading customers but have better things to do. ******************** Team, please feel free to close the thread as it is not going anywhere. Thank you.

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

Sincerely,

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

Business response
05/21/2024
Complaint ********

BBB, please close this case.

*************************
B&H Photo-Video
Initial Complaint
02/29/2024
Complaint Type:
Product Issues
Status:
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.
My **in ***** keeps RANDOMLY SHUTTING OFF or scrolling thru the menu to turn the channel or volume , as if someone has the remote control. But no one is even touching the Remote Control. I purchased the **in 8K ***** Model # *********** * S/N - ************. I complained right from the beginning to ** and they told me to contact the Retail where I purchased which is B & H Photo, they are responsible. I explained to B&H and they in turn pointed me back to ** Corp. So this has been going on for waayy to long. I complained to both entities and nobody cared to make this right. I have a video of the issue.
Business response
02/29/2024
******** *** **** *** ********* ********* *** *** *** **********
On 11/25/22 the customer ordered an LG ************" Class HDR 8K UHD Smart NanoCell IPS LED **, BH ************ and an Allstate 4-year RD-LT2499N4B_TE protection plan. The ** included a Limited 1-Year Manufacturer Warranty. That, and our return policy, have now expired.
Allstate plans are described on our site at *********************************************************************************************************. The customer can File a claim at *********************************** which is linked to **********************************************************;

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***********************
B&H Photo-Video
Initial Complaint
02/26/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Legion 5i laptop Purchased on 2/12/24 $1726.04 The laptop delivered was having technical issues immediately after opening and updating. The laptop is slow, games downloaded extremely slow, lagged and crashed frequently. Customer service from ******************** told me to contact manufacturer to handle the return but customer service from manufacturer told me this is not possible because it wasnt purchased through them. On the phone, a B & H customer service was rude when I called back and she invalidated my concerns. I was reassured my return would be processed by customer service if I sent a video of the issue, which I did. I was then told to send pictures instead. I have since been told to contact the manufacturer again to proceed with a refund. The experience has been an ordeal and I just would like to be refunded for the product upon return.
Business response
02/27/2024
******** *** **** *** ********* ********* *** *** *** **********
On 02/12/24 the customer purchased a Lenovo 16" Legion Pro 5i 16IRX8 Gaming Laptop (Onyx Gray), BH #LE82WK0083US, and a Lenovo 2-YEAR Legion ************* with ADP. The computer was shipped the same day via FedEx ************. It was delivered on 02/13/24. The customer requested return authorization on 02/20 which was denied. Our return policy stipulates, "Nonreturnable Items ... Opened computers and computer software original packaging cannot be unsealed."
On 02/22 the customer revised this request to add the computer was defective. After reviewing the customer's submissions our tech staff was unable to detect any defect. We asked the customer to contact the manufacturer and obtain a case # confirming defect and then we can accept return. We have not received that yet.

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***********************
B&H Photo-Video
Customer response
02/28/2024
Better Business Bureau:

Yesterday, (2/27/24), after calling the manufacturer's ******** customer service again, I was finally provided with a case number for the defective laptop which I immediately emailed to *********. Later that day, I was provided with an RMA form for my return. At first, my assigned RMA form mentioned a product exchange, but it has since been revised by the business after I requested to receive a refund upon the product's return.
I greatly appreciate the business's care to help customers with resolving new-product issues in a way that is understanding of the customer.
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
02/20/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Don't buy from B&H! Go to Amazon or directly to Apple! I bought this MacBook Pro as Christmas gift for my wife. After looking at it, she decided it was too big and heavy for what she wanted. B&H advertises right on the product page easy 30 day returns. Except the fine print buried in the B&H return policy says even if the plastic wrap is removed, the item is not returnable. So we're stuck with a $2000 computer that doesn't work for us.
Business response
02/20/2024
******** *** **** *** ********* ********* *** *** *** **********
The customer posted essentially the same comment in Yelp, *********** *********** and Trustpilot. His repetition does not increase the validity of his complaint,
On 12/26/23 he purchased an Apple 14" MacBook Pro (M3 Pro, Silver), B&H # *********** It was shipped on 12/26/23 via FedEx ************ and delivered on 12/28/23. On 12/31/23 we denied the customer's request for return authorization. Our return policy is online at <******************************************************************************; where we stipulate:
"Nonreturnable Items ... Opened computers and computer software original packaging cannot be unsealed." The customer informed us the package had been opened, which rendered the product unreturnable for refund, exchange or store credit.
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***********************
B&H Photo-Video
Customer response
02/21/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. I stand by my belief that B&H engages in deceptive marketing. I understand and accept the fine print buried in the company's written return policy. This resolution is not satisfactory, but I do consider the matter closed.

Sincerely,

*******************
Initial Complaint
02/08/2024
Complaint Type:
Delivery Issues
Status:
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.
I ordered a pair of gopro batteries and a charger and along with some other items. They split the order into 2 shipments. 8 recieved one but the other never made and the tracking shows ***** never delivered it. They refuse to make it good.
Business response
04/10/2024
In response to complaint id ********, ******* Order# **********, the package was supposed to be delivered by ***** on or around November 10, 2023. Customer reported the non-delivery to ******* almost 3 months later. Per our policy "...claims for missing items or items damaged in transit must be received within two business days of receipt of merchandise.". Because the customer reported this to us almost 3 months later, the claim was denied. The customer spoke with our *************************** and was also informed of this as well.

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