ComplaintsforB & H Photo-Video, Pro Audio

• Initial Complaint

  03/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  More info

  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

  More info

  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. 
  
  -- 
  ***********************
  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

  More info

  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

  More info

  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.

• Initial Complaint

  02/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  November 26, 2023 placed an online order B&H Order # ********** for a total of $548.45. I received all items except a camera case, cost is $94.99, plus tax. $100.21, item EYWCFMYL. Correspondence from B&H states this item comes directly from manufacturer, and I will be charged when they receive the order, usually within 24 hours. The full amount was charged to my credit card on 11/26/23. On 11/27/23 I received an email from B&H stating the item would ship in **** days. On 12/19/23 I emailed B&H for an update since they hadn't given an update which was strange since it didn't ship yet. Reference Number is: ********. B&H replied by email this was elevated to their "drop ship" team and I'd hear back in 3-5 days. This was also given on a phone call that if I didn't hear back, that they'd "follow up when we know something", or "I should call them back Friday". I called Friday and the office was closed. I am tired of trying to get an answer when I believe B&H should have the courtesy to keep me informed. So I sent an email January 4 and Bee B. replied the same day that there was no available information on this order and I could cancel. I replied January 5 that if the manufacturer is not communicating, that I'd give them until January 27, two months since I placed the order, for a ship date or I'd cancel. On January 30, still no communication of a ship date, & after checking the website and the item in question was still showing a ship date of **** days, I emailed this must be a scam and I wanted a full refund plus tax. B&H ********** replied same date, "As per your request, I will contact the Manufacturer/Distributor and request to have this order cancelled. As long as the order has not yet been packed for shipment, it may be cancelled. As soon as I receive a confirmation that it has been cancelled a full refund will be issued back to your original method of payment." Today is February 6, ****, and I have not heard anything back from B&H nor a ship date.

  

  Business response

  02/21/2024

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

  At the customer's request the order for the ***** Large Case with Foam (20", Yellow), B&H # ********* has been cancelled. A refund of $100.21 was authorized and posted on 02/15/24. 
  
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  ***********************
  B&H Photo-Video

  Customer response

  02/24/2024

  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 will be resolved as soon as I receive my credit card statement showing the credit to my account.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  02/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear B&H's representatives. Please, i don't undertanding what is going on. Please, i need your help.I am being charged for the purchase (order #**********) which I did not authorize and I also did not receive the product( Azus Zenbook). I tried to purchase this Azus Zenbook on the B&H website, with enough time for it to be delivered while I was in ************** for a surgery course. However, those at B&H refused the sale, citing the possibility of fraud. I sent, by email, many supporting documents, including photos of the invitation from the ********** of **** and the period of i stay in *******, and date of return to the country where I live, ******, and even so, you at B&H continued to cancel my purchase. After I had already returned to the country where I live, ******, you at B&H authorized this order, even with my credit card **** was blocked, and sent the product to the hotel where I was previously staying, without my authorization. I once again request the cancellation of this unauthorized order and the return of my money. ***********************, *** *** *******

  

  Business response

  02/20/2024

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

  The customer placed this order on 10/25/23. The shipping and billing addresses were both ******************************************************************. The customer made no mention that this was a hotel. The order was routed through our verification **** whose purpose is to deter credit card fraud, identity theft, and other forms of online piracy. It was shipped on 11/10/23 via ***** ************. ***** reports it was delivered on 11/14/23 at 8:47 AM. Their proof of delivery is attached. 

  There are two issues at this time. The first is that we cannot issue a refund until we get the returned product. We have asked the customer to arrange that with the hotel to which it was shipped, to no avail. There is an outstanding return authorization, our ********** 

  The second is that the customer initiated a chargeback with the bank which issued his **** account. That chargeback has to be lifted and the customer must provide proof of that to us via *************************************** Until that is done, we cannot offer any assistance. Our hands are, in effect, tied. 
  
  -- 
  ***********************
  B&H Photo-Video

• Initial Complaint

  02/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  HI ORDER # ********** 3/9/23 ******************* MY TOTAL WAS ******** I ORDERED 5 ***** AND 2/1/24 I STILL HAVE NOT RECEIVED THEM OR MY MONEY BACK. THEY LIED TO MY CARD COMPANY SAYING IT WAS DELIVERED. I HAVE PROOF FROM ***** AND THE POST OFFICE. I HAD IT DELIVERED TO THE POST OFFICE BECAUSE I THOUGHT THAT WOULD BE SAFE. THEY VERIFIED IT WAS NEVER DELIVERED. AT THIS POINT I JUST WANT MY MONEY BACK. NO LONGER NEED THE ***** AND NEVER WANT TO DO BUSINESS AGAIN WITH B& H PHOTO COMPANY THEY ARE SCAMMERS. I AM VERY UPSET BECAUSE THIS SHOULD HAVE BEEN HANDLED MONTHS AGO. WE HAD BEEN DEALING WITH A LOT AND HAVE REACHED OUT TO THE COMPANY TO HAVE THIS RESOLVED. ***** SAID A PERSON SIGNED AND THE POST OFFICE STATED NO ONE WORKS THERE BY THAT NAME . YOU CAN LOOK AT IT AND TELL ITS NOT A SIGNATURE, THE POST OFFICE STATED THEY NEVER GIVE US A PACKAGE EITHER. I NEED THIS DEALT WITH ASAP. BY EMAIL BUT I PREFER A PHONE CALL.

  

  Business response

  02/05/2024

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

  BBB complaint #********
  B&H Web No: **********

  This order was placed on 03/09/23 and shipped via FedEx ************ the same day.  We have already provided *****'s proof of delivery to the customer. The shipping address the customer provided was *******************************************************************, ********** **, *****. A ****** search reveals this is a post office. A claim was opened, denied, reopened, and denied again. During June 2023 we were informed the customer had filed a chargeback, which we contested. 

  We regret the customer's dissatisfaction but having opened the claim and had it denied repeatedly we cannot offer any assistance at this time.
  
  -- 
  ***********************
  B&H Photo-Video

  Customer response

  02/05/2024

  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 has not been resolved, because you took ******* from me and I received nothing from your company. So either you are a scam or ***** but Im not going to let this go. I either want my order or my money back. I dont understand why you were denied the post office stated it was not delivered. So its ***** fault not mine or yours but I am the one who is with out.

   

   

   

   

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

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

  

  Business response

  02/15/2024

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

  This order was shipped to and delivered to a US post office location, per the customer's instruction. ***** has confirmed delivery and denied he customer's claim. The customer has opened  chargeback. Until that is withdrawn and the customer confirms that via ************************************** our hands are tied. 
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  ***********************
  B&H Photo-Video

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a few items from B&H Photo on 12/5/23 for the total amount of $292.89. I received most of my items that came directly from B&H. There was one item that came directly from the manufacturer and the price was $29.95 and was noted as "Special order", which i now understand was drop shipped. So fast forward to 1/17/24, I never received the special order and when I look at the tracking there has been no update. It still says order placed. I contacted the company on 1/17/24 and spoke with a representative that stated they needed to reach out to the manufacturer and I would absolutely get an update in 3-5 days. So I never got an update, and now on 1/28/24 I called again and was told the same thing. They stated they had never heard from the manufacturer but they would not be able to give me my money back. I don't see how this is appropriate an order from 2 months ago never gets shipped and then the company refuses to return your money. This is a scam at the most upmost degree. No one at that company is interested in helping the customer. I would never order from this company ever again.

  

  Business response

  01/29/2024

  *** *** ****

  BBB complaint #********
  B&H Web No: **********

  The customer ordered several items on 12/05/23, one of which was the ORANGEMONKIE Foldio3 Seamless Colored Backdrop, Set C (2 x 4', 3-Pack), B&H # *********. The order 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." That does not necessarily imply the item had drop-ship status, but i may have, to increase the efficiency of fulfilling this purchase.

  Unfortunately our vendor was unable to supply this item. After numerous queries we determined it was not readily available. On 01/29/24 the item was cancelled from this transaction and a refund of ***** was applied. 
  
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  ***********************
  B&H Photo-Video

• Initial Complaint

  01/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  **** Dispute # **.1 In dispute we never received.Case # C-********-***** January 26, 2024 *********************** ***************** *************************************************************** ********** Services ******* ***** ************* ********** ***** **** Card # Originally ended in ************************** **** Dispute of Re-Billing June 16, 2023 We were billed $4227.38 for a computer I ordered from B and H Photo. The computer was never successfully delivered. This was confirmed by *** ** (see Section below ). We disputed the charge on our ***** **** account.August 28, 2023 We completed an Action Needed Statement from B and H Photo indicating that the computer was never delivered to us. A reimbursement of $4227.38, was made to our account. Dec. 19, 2023 We are charged with a re-bill of $4227.38 !!There has been no change in status on our part. We never did see the computer.Information from ***** on theTracking Status of the shipment. January 8, 2024. We again contacted *** **. No change in status on their part, either. According to *** **, a case was filed on July 16, 2023, Case # * *** *** *** , indicating that there is no proof that the computer was ever delivered to us. Evidently these findings were shared with BandH Photo and ***** **** at that time. The findings of the case indicate that the responsibility for the package with the computer in it lies with an expected coordinated effort between the seller, ********************** and *****. The customer, me, *******, has no liability for the contents of the package .We have done all the leg work on this situation. The tracking number issued by BandH Photo was on their receipt to me when I was billed, available and in their records.This is the second time we have submitted this information. It is up to you two to handle. Please remove the re-bill of $4299.38 that has been erroneously charged to my account immediately.Sincerely,************************** ************************* *******************

  

  Business response

  02/14/2024

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

  Under ********* dated 06/16/23 the customer purchased an Apple MacBook, our ***********. It was shipped via ***** ************ on 06/18/23. On 06/28/23 the customer informed us she refused delivery. The customer subsequently file a chargeback which effectively prevented us from taking any steps to resolve this.

  Under ********* dated 06/21/23 the customer ordered an Apple 16" MacBook Pro (M2 **** Space ******************* # ************. It was shipped via ***** ************ on 07/13/23. We issued return authorization ********* on 07/26/23. The customer subsequently file a chargeback which effectively prevented us from taking any steps to resolve this. 
  
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  ***********************
  B&H Photo-Video

  Customer response

  03/05/2024

  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:

  Hi ********,

   

  Unfortunately, I thought I had indicated that we rejected the offer. We did not however write a statement regarding why.

  At the time of the phone call I had with you, ********, my husband was talking to BandH Photo.  They were indicating that a resolution may be forthcoming within 24 hours of that phonecall with my husband.

   

  Because I was burned by not knowing that a chargeback could result in negative results, I have been reluctant to add fuel to the fire by adding more information to this claim to support our view and that we did not accept their non-offer of refund.  I didn't want to appear to be making a second dispute and chargeback.  Evidently that was the wrong call to make.

   

   

  But these are the points we want to make:

   

   

   

  Order # *********

    We are disputing a charge for a delivery from B and H Photo that we never received.

   

  On June 16, 2023 , I placed an order for a computer at BandH Photo and paid for it with a ********** credit card, in the amount of $4227.83 .

   

  Order number *********, tracking number  591907******.

   

  *See attachment 1 below.

   

   The package with the computer was never delivered to us. We were not home and it required a signature.

  Then, ***** lost the package for a few weeks. Meanwhile, B and H did not remove the charge to our account.  It was a large sum of money, so we contacted our credit card service, and a dispute was issued for the refund for the computer we never received.

   

        Many phone calls were made on our part to ***** and to Band H to figure out our part in this.  And on our October **** statement  the amount in dispute was returned to our credit card.  We thought the dispute was resolved.

   

  Then on our December **** statement, there was a re-bill of the original amount of $4227.83 to our credit card! And the investigation on our part began again. 

   

  It was then that we discovered through both *** ** and B and H Photo that a new case # and a new tracking number documented the return of that computer to B and H.

   

   

  On February 9, 2024, the ***** Tracking Department related to us that when the shipment with the tracking number *** *** ****** was discovered to be at a ***** location, they followed protocol and returned it to B and H in ***************************. They used a  NEW TRACKING NUMBER of **** **** ****, and new documentation in Case # *************.
  
  

  On July 3, 2023
  
  .  
  
  This new information can be verified using the  provided information above or by calling the  Fed ********************** at ************. Unfortunately they don't release their notes, but do provide tracking numbers to follow up with.

  Our efforts to communicate with B and H Photo were met with a refusal to discuss the case since we had disputed it.

   

  We solicited the aid of Better Business Bureau who in turn corresponded with B and H Photo.

  In their response to the Better Business Bureau,  BandH Photo made a statement that provided that same new tracking information that ***** had provided.  In essence they documented the return of the missing package to them. 

   

  While their statement appears to agree that ***** returned the missing package, they claim that because the customer (me) filed a chargeback .it prevented them from taking any steps to resolve the issue. We were totally unaware that filing a dispute would elicit that response. We just were hoping to not have that large charge on our account accruing fees and interest charges.

  *See statement in 2nd attachment.

   

  Now B and H Photo has their merchandise AND our money.  Please help us resolve this issue. We are weary of it, having spent an enormous amount of anxious moments and tediously trying to dig up information, only to find out that many months ago the item was returned as it should have been.  We are also,of course, dealing with a very large amount of money that is costing us finance charges and fees monthly.

  Thank you for you service and support !

   

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

   

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

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

  

  Business response

  04/10/2024

  In response to complaint id ********, since chargebacks were filed, we would not be able to assist further.  The customer would need to reach out to our Charge Backs team at ************************************** along with proof that the chargebacks were lifted.

  Customer response

  04/23/2024

  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:

  B&H Photography has told their bank not to issue a refund.  We have tried to correspond with chargebacks @ B&H photo, but they continue to say that as long as there is a dispute, they will not  talk to us.  They want us to remove the chargeback, which is saying that we are okay that they don’t refund the money to us.     There doesn’t seem to be a way to make them responsible .   At this point[, we are in the process of filing a case in small claims court   in Lafayette,La.    We just don’t know what else to do.  If we are not going down the right path, PLEASE let us know.  We wish to keep the dispute open.

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

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

*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. ↩