Business Profile

Photography Equipment

B & H Photo-Video, Pro Audio

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 Complaint

The 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:08/22/2022
Type:Product Issues
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.
have gotten tons of stuff at B&H recently I bought a DJI RS 3 that DID NOT WORK returned it and related accessories then after bought a $250 card and other stuff and some cavalier socks that were way too big for lavs but they refused to return them even though an INACCURATE WEBSITE DESCRIPTION like they have some % policy rather than a case by case reality considerations basis
Business Response
Date: 08/23/2022
****** *** **** *** ********* ********* *** *** *** **********
The invoice the customer sent with this complaint refers to B&H ********* dated 08/18/22. In reviewing the customer's transaction history back to June 2009 I found:
32 orders valued $26,886.14
21 returns valued $10,986.42
under **************. Whether measured by order quantity or dollar value, this is excessive and an abuse of our return policy. Product returns is a privilege, not a right and in this case, the privilege has been abused. The products purchased in B&H ********* may not be returned for refund or exchange. The customer may continue to make purchases here but may not return any purchased item.

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B&H Photo-Video
Customer Answer
Date: 08/30/2022
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]
Customers have a right to return items that do not work, do not interface with the other gear purchased, or have inaccurate website descriptions, or were inappropriately recommended.
Each returned item had a legitimate reason for its return.
Many items are purchased for one system, so the return of the main item, say a camera body, requires the return of all the rest of the support items, the lens, the grips, the batteries, the charges, the recording cards and many more.

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

Sincerely,

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

Business Response
Date: 09/13/2022
September 13, 2022
BBB complaint #********
B&H Web No: **********
As a one-time courtesy on 08/24/22 we created and emailed return authorization ********* for a K-Tek Airo Fuzzy Windscreen for Lavalier Microphone (Black, 10-Pack), BH #********. A refund has been issued to the customer's **** account. Other than this one-time courtesy, the customer's return privileges have been suspended indefinitely.

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B&H Photo-Video
Initial Complaint
Date:08/22/2022
Type:Product Issues
Status:
ResolvedMore 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 July 26, 2022, I placed an order to purchase a **** camera (order #**********, paid $1,778.00). I started a return online right after receiving this item on Aug 1, 2022 using a trackable and insured ***** return label provided directly by B&H Photo-Video online.On Aug 2, 2022, I dropped off the item at a nearby ***** location with proof from ***** that the package weighs 2.8 lbs. On August 9, 2022, tracking from ***** shows that the package was successfully delivered and received by B&H Photo-Video Return Department.However, till today I was still not refunded on this item. I called B&H customer service multiple times in the past 2 weeks. They first claimed that there was a small delay and asked me to wait for another 3-5 business days, then when I called again they said the item wasn't in the box when they received the package. I've been in conversation with B&H for a while, but no progress has been made since. I urge B&H to issue me a refund of $1,778.00 ASAP since the return label used for the package was insured and provided directly by B&H. The box wasn't empty when I dropped it off at the ***** location. If anything, this should be a dispute between B&H and *****, not with their customers.
Business Response
Date: 08/24/2022
****** *** **** *** ********* ********* *** *** *** **********
As part of our investigation into the customer's allegations we asked for details from ***** regarding the package returned to us. The following was provided by *****:

***** ******* ******** **** ***** ******* ****** *** ********** ** ******** ***** ***** ******** * ******** **** ******** * ********* *** *** ***** ********** **** **** ********* ****** ** ******** **** **** ******** *** ******** ****** ************* * **** ****** ***** *** ****** ***** ** ***** *** ********* ****** * ** ** ***** *** *** ************* **** ***** **** ******* ********** **** ***** ****** ******* **** **** ********** **** ***** ****** ******* **** **** ********** **** ***** ****** ******* **** **** * **** **** *** ************ *********** *** ** ** **** ** **** * ********** **** **** ************* ** **** ******* ***** *** *** ********* ******** **** ****** **** ******** ******* ** ***** ******* ******** **** ****** *************** ******** ******* *************** ***** ***** ******* ******** ********** ****** ******************** ***** ********* ***** ** ******** **** ******* *** **** ******** ** ***** *** ** ***** ********* ********* ******** ****** ** *** ******** ** ***** *** *** **** ******* ** ******* ******** ******** **** ******** ** **** ********* ** ** *** **** ******* **** ** ******* ********* ******** ********** ************ ******* ************ ****** ****** *** ** *** ****** ******* **** ******* *** ****** ******** *** ******** *********** ***** ******** ** ** *** ********** **** ***** ****** ******* **** **** ********** **** ***** ****** ******* **** **** ********** **** ***** ****** ******* **** **** ***** ** **** ************ *** ******* ******** ** ** ***** *** **** ******** *** ******** ******* ** *** *********
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B&H Photo-Video
Customer Answer
Date: 08/25/2022
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 were two other ***** locations that the package had gone through before 8/3 (the earliest date where ***** provides a 0.5lb weight). Why were the records missing there? Can't ***** provide weights at these two locations to prove that the box was empty at the drop off?
Additionally, at the drop-off location, the package weighed 2.8lbs with clear dimensions entered into the system. This is public info that people can refer to on ***** website: *************************************************************************************
If someone were to take items out of the box, would they weigh it first before taking the items out?
But I was told by B&H that this case can be handled by either B&H or the BBB, but not both at the same time. As a result, I would like to put this claim on hold while I'm working with B&H Photo to get a resolution. Will keep you updated on how it goes in the next few days.

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

Sincerely,

****** ***
Initial Complaint
Date:08/12/2022
Type:Delivery Issues
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.
Hi , I ordered computer gpu from b&h photo at Aug 3 , the item was delivered at Aug 4, When the item was delivered to me and when I opened the package I was shocked to discover That the box of the item was empty and the item was missing.there was only supposed to be one item and it was missing.All I received was cardboard.The merchant refused to help me.order number **********
Business Response
Date: 08/15/2022
August 15, 2022
BBB complaint #********
B&H Web No: **********
On 08/03/22 the customer ordered a ASUS GeForce ******** Ti TUF Gaming OC Graphics Card, ******* # ************. It was shipped via FedEx ************ on 08/03/22. The package weight was confirmed at 5.4 lbs. We check these weights to the hundredth of a pound. The contents were intact when the package left here. The customer sent ********************* of the package at our request after we received the customer's allegation of missing contents. The condition of the shipping package shown in the customer's ********************* is clear evidence the package was opened and resealed after it left our warehouse.

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***********************
B&H Photo-Video
Customer Answer
Date: 08/16/2022
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 understand you did your checks but the clear fact is the item was missing from the box of the item and I don't have any other proof

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

Sincerely,

*******************
Initial Complaint
Date:08/12/2022
Type:Service or Repair Issues
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 a computer at B&H Photo and video on October 17, 2021 with the order number **********. and equipment reference # ***********. The computer in a short time began to give problems, I contacted this company for the resolution of the problem and they told me that I should contact the technical support of the manufacturer because more than 30 days had passed, I contacted technical support and they asked me to send the computer in up to two occasions over time without giving any solution, only the computer comes and goes with the same problem, of which I have Sufficient tests, technical support that is the company ************ has not been able to solve the problem and sends I return the computer as fixed when it is not, once again the computer is broken and at this point I want either the money back or a new computer that was what I paid for and didn't last two months running, at this point I'm asking B&H to return the money or a new PC and they tell me that it is not possible because 30 days have passed and the support company ************ they also do not want to return the money or a new computer because it was sold by a third party that is B&H at this point I remain trapped between these two companies that neither wants to answer. they just want to fix it but the reality is that i paid for a new computer and it has been having problems since the first months, it has been sent to support and they don't fix it, I don't paid to have a computer to which parts have been changed that I am not even sure are new because they do not It's clear, I feel cheated and nobody wants to answer for this, it's not fair, we Latinos make a lot of effort to get ahead and This makes me waste time and money and the companies only wash their hands. I honestly hope this helps.P.S:The computer is still under warranty, it even seems that they are waiting for the warranty to expire.
Business Response
Date: 08/12/2022
****** *** **** *** *** **********
BBB complaint #********
On 10/17/21 the customer ordered a CyberPower PC Gamer Master Gaming Desktop Computer, B&H # ***********. A Limited 1-Year Warranty was included. He also ordered a Dell P2719H 27" 16:9 IPS Monitor, B&H # DEP2719H. The order was shipped in three packages via ***** on 10/18/21. RedEx reports the computer was delivered on 10/19/2021.
The Cyberpower PC warranty is online at *************************************************** In part it states (emphasis added), "Should the Product(s) supplied by Company prove defective by reason of improper workmanship or material as reasonably determined by **************************** agrees, at its option, to either repair or replace the Product free of charge, excluding any shipping or handling charges."
The customer wrote, "The computer is still under warranty, it even seems that they are waiting for the warranty to expire." The warranty is the customer's recourse and neither &H nor CyberPower PC is waiting for it to expire.
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***********************
B&H Photo-Video
Customer Answer
Date: 08/12/2022
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]
It is a fact, the computer that you sold me is defective and they have not been able to fix it on two occasions and it is not logical that it be sent over and over again to support for the same reason, where it seems that job a finished but is not reviewed and the company just offers to review it over and over as if my time doesn't matter. You B&H were the ones who sold me the computer. I trusted your company because of the prestige it has and now they leave me with a broken computer, with changed parts, which I don't know if they are new, you can see the images that I attach so that see what I bought and what I have today, the *** was changed for one that I have no certainty that the installation is new, the number of fans of the graphics card was also modified, they were 3 fans and now there are only two and management of cables are an mess, the ram memories were changed and in the end nothing works as it should today I have a computer with changed parts and it doesn't work, who should pay for this? I , the customer who pays for something new or you that you give me a defective product and the technical support that does not fix or verify that what they give me is fixed, what its supose that i need to do, just wait?, when the guarantee have expired I no longer have anyone to claim .... I did not pay for something broken, I paid for a new PC, and technical support does not fix anything since it was sent twice for this and they did not ...... does the consumer end up losing?

Please see attached images , what I bought and what the technical support delivered me, only an ugly pc and withot fixed.

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

Sincerely,

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

Customer Answer
Date: 08/21/2022
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'm not sure if you're understanding, but the computer has been sent in two times to Cyberpower and never come back fixed. They always return it to me with the same problem and changed parts (I sent you photos), actually today I don't have a new computer since it still doesn't work properly.
As of I have just sent it back to Cyberpower by thirt time in the hope that you will speak with Cyberpower to send us a new computer with the same technical characteristics since the warranty is about to expire in a little more time.
If there is some sthing that i to be sure is that was a terrible experience where nobody take responsability, taking in account that the ** back and foward without solution, i hope this time be last.

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

Sincerely,

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

Business Response
Date: 09/16/2022
********* *** **** *** *** *********1
BBB complaint #********
At the customer's request we have contacted our vendor via email asking if they can offer any assistance over and above the manufacturer's warranty. We can request their assistance but we cannot compel their cooperation. Warranty issue are between the brand and customer; the retailer is outside this loop.

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***********************
B&H Photo-Video
Initial Complaint
Date:08/08/2022
Type:Product Issues
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.
Recently I returned two high end binoculars to get replacements from B&H due to defects. I actually contacted the original manufacturer and was suggested to get returns directly from B&H since the manufacturer has a 4-month backlog currently due to ongoing system upgrade. Not only B&H didn't apologize for inconveniencing their customer, they claimed I "returned too many things" and threatened to revoke my return privilege, which is a clear customer discrimination and I was being told "you cannot return all future items even if they are defective, this is not Amazon". This is really appalling to me, and I hope such behavior will caught people's attention.
Business Response
Date: 08/09/2022
****** ** **** *** ********* *** ********* *** ********* *********
On 07/13/22 under B&H ********* the customer purchased **************** ***** EL Range TA Laser Rangefinder Binocular with Tracking Assistant
B&H # ************
On 07/25/22 under B&H ********* the customer purchased **************** ***** NL Pure Binoculars
BH #***********
On 07/29/22 we created return authorization **********
On 07/29/22 under B&H ********* the customer purchased **************** ***** NL Pure Binoculars
B&H # ***********
On 07/30/22 we created return authorization **********
On 07/30/22 under B&H ********* the customer purchased **************** ***** NL Pure Binoculars
B&H # ***********
On 08/02/22 under B&H ********* the customer purchased a ***************** Pure Binoculars
B&H # **********

On 08/05/22 under B&H ********* the customer placed an order for **************** 7x21 CL Curio Compact Binoculars (Burnt Orange)
B&H # ************ This item is temporarily out of stock.
I reviewed the customer's 218 transactions dating back to 08/29/11 and found
181 orders with a total value of $231,822.34
29 returns with a total value of $58,192.78.
Four returns were dated during 2022.
Returning purchased merchandise is a privilege, not a right. In this situation the customer has taken advantage of that privilege and it has consequentially been suspended.
The customer wrote, "B&H didn't apologize for inconveniencing their customer..." We certainly regret one or more items was back ordered by our supplier although I do not believe this warrants our apology per se. Of the hundred or more transactions in our database only the B&H # ************ is out of stock.
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***********************
B&H Photo-Video
Initial Complaint
Date:07/28/2022
Type:Product Issues
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.
Through B&H website, 7/14/2022 I placed an Order #********** for a ViewSonic XG270 computer monitor totaling $370.16. On delivery date 7/15/2022 ***** trk ************, I received a used openbox merchandise with the wrong computer monitor model. Not what I ordered.I Contacted ********** customer service and he understood the issue emailing me an rma form simply instructing to return item via ***** prepaid label.Fast forward, the b&h RMA# ********* and ***** trk# ************ b&h received my return on 7/22/2022. A few email exchanges later, Richie ** from b&h customer service finally responded on 7/27/2022 with: ''I have checked this return and our returns department that there are too many things wrong here according to our information and this claim will be denied.''I was not even given a proper reason what the email implied.At the moment they are refusing to refund me, as well as keeping the item I returned. BBB I need your help on what to do next regarding a refund, because b&h behaving very dodgey and unethical.
Business Response
Date: 07/28/2022
July 28, 2022
BBB complaint #********
B&H Web No: **********
On 07/14/22 the customer ordered a ViewSonic ELITE ********" 16:9 240 Hz G-SYNC IPS Monitor, BH #*******. It was shipped via ***** later the same day. ***** reports it was delivered on 7/15/2022 at 2:06 pm.
On 07/17/22 at the customer's request we created and emailed return authorization ********** The customer's reason for return was "not as expected." It was not until we received the return that the customer claimed the item we had shipped was not the item he ordered. The item returned to us was an Asus VG279QMY, which we do not sell. The serial number and model number stickers from the back of the returned monitor had been tampered with and removed. We are unable to read the returned item's serial number.
Under the circumstances we cannot accept this return, cannot issue a refund for the returned item, which we did not sell or ship to the customer, and will send this back to the customer under B&H ********.

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***********************
B&H Photo-Video
Customer Answer
Date: 07/28/2022
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]
All 3 response from b&h were lies. I can back it by the photos I included in this response.
1. The customer's reason for return was "not as expected." It was not until we received the return that the customer
claimed the item we had shipped was not the item he ordered.
The return RMA ********* I used specifically states in writing by b&h ''Reason for return: MISC (Customer now saying that inside was an Asus monitor)'' There is no excuse. See picture link below.
***************************
2. The item returned to us was an Asus VG279QMY, which we do not sell.
Actually I wrongly received from you a **** inch VG259Q which you do sell. And even if you said in the return you got back from me a 27 inch VG279QMY which you don't sell, that is false also. Listed for sale on your site is a 27 inch VG279QM a near identical. You're typo should not be stated as a defense.
See picture link below.
***************************
3. The serial number and model number stickers from the back of the returned monitor
had been tampered with and removed. We are unable to read the returned
item's serial number.
I return the merchandise as I received it. Anything disagreeable discovered by your return warehouse is on your doing.

Sincerely,
*****************
Initial Complaint
Date:07/28/2022
Type:Delivery Issues
Status:
ResolvedMore 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.
Ordered expensive Mac Studio computer from B&H. I've been a customer for years and have never had any issues. I've spent thousands on camera equipment, etc. I was following the tracking carefully, as I knew I had to be home and a direct signature was required. I have multiple cameras outside my home as well. I saw that the package was marked as delivered. I was shocked, as I was waiting in person at home. I checked all video records and NO ***** delivery was attempted. I requested Proof of Delivery and see ***** claims that "C ******" signed. The signature is a joke, being three small dashes. Also to note that that is not my name. I immediately reported this to B&H via chat support and was ensured it would be handled. The next day I get an email saying "this is closed". It is as if nothing in my initial complaint was considered. If delivered, it was NOT delivered to my home and I did not receive it. Nor did anyone with that surname. I am documenting this all in writing. I want my computer delivered as promised. If not, I will file legal action.
Business Response
Date: 07/28/2022
**** *** **** *** ********* ********* *** *** *** **********
On 07/24/22 the customer placed an order for an Apple Mac Studio with M1 Max ****** 2022), BH #**********. The order was shipped the same day via ***** ************. Their proof of delivery is attached. On 07/26/22 the customer informed us he had not received it. On 07/27 we emailed the shipping vendor and on 07/28 we replied to the customer, also via email and included an affidavit for the customer to sign and return. There is no indication the customer did so. Our email to ***** asked them to query the delivery driver for specifics on the delivery. We are waiting for their reply.

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B&H Photo-Video
Customer Answer
Date: 08/01/2022
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.

After filing this complaint, B&H looked into the issue and approved the claim
Today for a refund. Thank you, *****. This regains my confidence in B&H.

Sincerely,

***************************
Initial Complaint
Date:07/22/2022
Type:Product Issues
Status:
ResolvedMore 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 ** C1 77 inch ** from B&H Order# ********* Ref# ********** on July 4th, 2022. On July 6th, 2022 I requested B&H to cancel the order. They said the order cannot be cancelled as it is already shippped instead I can request a recall.I requested a recall. B&H told me as this is a truck delivery there would be $100 fee for the recall. I agreed to pay the $100 fee for the recall. B&H approved the recall (RMA Number ********). B&H contacted shipper (ABF) to return the ** back to them. The ** was routed back to B&H during transit and delivered to B&H warehouse at ***************************************************** on July 12th.Tracking Details: *********************************************** I was advised I will received the refund once B&H receive the ** back.I contacted B&H few times about the refund after they receive the ** back but it was escalated to their Shipping Team on July 18, 2022 as B&H can't locate the returned item in their warehouse. I contact customer care 4 times after escalation and they just told me they are still looking into this and I have to wait.I contacted ABF my self and they provided the document that shows the details of tracking and showed the item was deleivered back to B&H on July 12, 2022. I provided this ABF documentation to B&H on 7/21/2022 but still no resolution.As of now I am still waiting for my refund and resolution. This should be handle by B&H and they should not penalize the customer for the Item that was not delivered to the customer.
Business Response
Date: 07/27/2022
**** *** **** *** ********* ********* *** *** *** **********
On 07/04 the customer purchased one LG *******" Class HDR 4K UHD Smart OLED TV, BH #************* to be shipped to *****, **. It was shipped on 07/05/22. The shipper's tracking data is attached. There was then a price-match request from the customer which was declined. The customer then asked us to cancel delivery and recall the package. We advised the shipper's fee for this could be $100.00. The customer then asked us to cancel the recall and proceed with the delivery. As a courtesy we issued a $30 electronic gift card under B&H ********** On 07/05 the customer instructed us not to cancel the order and to proceed with delivery. On 07/06 the customer told us that if the recall fee was still $100, we should recall. We then emailed the shipper. We subsequently advised the customer we would have to confirm the package had *** returned to us before a refund could be issued. On 07/20 we informed the customer there was contradictory information about the location of the package which had to be investigated and confirmed. We regret the delay and appreciate the customer's patience.

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***********************
B&H Photo-Video
Customer Answer
Date: 07/28/2022
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]
According to B&H there is contradiction on the address. There is a clear misunderstanding at B&H end.
I contacted shipper ABF and they confirmed that **** is the time (5:44 PM) the package was delivered not the address.
Please see tracking information below
***********************************************
Pro Number: *********
Status: Delivered
YOUR SHIPMENT WAS DELIVERED ON 07/12/22 1744 PER CONSIGNEE REQUEST. Please see attached shipping confirmation or shipping documents.
Also, shipper confirmed the package was delivered to B&H warehouse ********************************************************************* on July 12th, 2022. I provided the shipper documentation to B&H. Please see attached shipping documents.
Shipper also confirmed the Trailer No: ****** on which the item was delivered. I provided this Trailer No to B&H on 7/27/2022.

This is clearly a issue between B&H and the shipping company they use. It should be handle and resolved by them not by the customer.
In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Business Response
Date: 08/01/2022
Augist 2, 2022
BBB complaint #********
B&H Web No: **********
B&H ********* dated 07/28/22 is the refund the customer seeks. We appreciate his patience.

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***********************
B&H Photo-Video
Customer Answer
Date: 08/08/2022
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
Date:07/21/2022
Type:Service or Repair Issues
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 received the laptop on June 4, which was purchased on May 30th, 2022. I noticed the laptop wrappings displayed Zenbook, and not Zenbook Pro, which is what I purchased. I called and B&H informed them of the issue, and was told to bring the laptop. A B&H agent assured me this was the correct laptop, and it would display exactly what it is in the settings. When I returned home and looked into the settings Zenbook Pro was not displayed, and there was some issues with the laptop, so I returned to the establishment. another agent took the laptop and made some adjustments, ****** (supervisor) mentioned that the specs are the same so it is the identified laptop, they would not exchange the laptop, and all this happened within a 30 day period. I put in for 2 exchanges, and was not granted one. I experienced another issue on July, 6. I was in the process of resetting my password on my social media site, when the reset link was provided, it displayed a device different from mine, eventhough the link was coming from me, because I repeated the process to confirm it, and took a picture. I called B&H and it was mentioned my device was defective to bring it in. They had one of there techs look at the device, and said, it was fine. I strongly expressed I no longer wanted this computer, and was willing to pay for an upgrade, they were not willing to compromise. ****, and ****** was not willing to help nor ASUS claim #***********. My last issue happened today June 21st. The laptop did not allow me to type any letters, when I tried a black screen popped up with coding information, and it would not stop until I restart the computer, regardless of how many times I closed window. this issue was recorded for evidence. I don't understand how a tech that looks at the computer for 10 minutes can make a decision for the consumer who will have the device for an extended amount of time, especially when the device is defective.
Business Response
Date: 08/10/2022
****** *** ****
BBB complaint #********
B&H *********
On 05/30/22 the customer purchased an ASUS ****" ZenBook Pro 15 Laptop (Pine Gray), BH #************. This model is now discontinued. The customer subsequently alleged the computer we shipped was not the one ordered. We confirmed with **** that the customer received the correct computer via the serial number. On 07/08/22 the customer brought the computer into our store where we confirmed the computer was not defective and ineligible for return or exchange.

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B&H Photo-Video
Customer Answer
Date: 08/10/2022
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 I did come in with the complaint of the laptop not being what I purchased. I also came in when my laptop was not recognized for what it is, along with it reading a different browser that was not being used on my laptop while I was resetting a password, and that was displayed to them as well. When the agent called me he said, it may be defective, when I returned I was told to take it to one of their techs to fix as oppose to giving me another laptop. That would be the third or fourth time I returned to the store.
In addition to the previous issues there has been more with this laptop.for example:
1. When I use my pen drive it is not acknowledging that I can eject it eventhough all the windows are closed.
2. I am getting decoding issues when I'm trying to display a recorded video.
4. A debug issue that continued to pop up when I was taking continuing courses for my Exercise Physiology Certificatio , I had to close out, and come back in. and
5. Lastly, there are coding screens popping up while I was on a site.
I displayed pictures for every issue I mentioned, but I'm challenged when I am telling you so.ething is wrong with this computer that my money paid. for

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

Sincerely,

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

Customer Answer
Date: 09/08/2022
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:

When I addressed this establishment several times; in addition to paying close to $50 for parking, I stated something was wrong with my device I was refused the exchange on each occasion, so I refuse to accept an exchange. I want a refund.. Thank you.

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

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

Sincerely,

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

Business Response
Date: 10/03/2022
October 3, 2022

BBB complaint #********
B&H *********
Under B&H return authorization ********* an even exchange has been approved by the store customer service manager. We have not offered a refund and will not do so.

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B&H Photo-Video
Initial Complaint
Date:07/20/2022
Type:Delivery Issues
Status:
ResolvedMore 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.
Ive placed an order (invoice attached) at the companys website on Jun/14. I refused the product delivery (tracking attached) on Jun/18 and the product was delivered back to the stores warehouse (tracking attached) on Jun/24. Ive contacted the store many times. They say someone is confirming the product was received back by the drop shipper and they will refund me after that confirmation (see last chat transcript attached from July/6).Today is Jul, ************************************** around.
Business Response
Date: 07/20/2022
July 20, 2022
BBB complaint #********
B&H Web No: **********
On 07/18/22 under B&H *********, we posted a refund in the amount $1381.29 to the customer's **** account, *******. It often takes several business days before the customer's bank can confirm this to the customer. We cannot make that portion of the process go any more quickly. The customer's patience is appreciated.

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B&H Photo-Video
Customer Answer
Date: 07/21/2022
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,

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

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