- Report: #1052618
Complaint Review: B&H Photo - Internet New York
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Author Not Confirmed
Why?
B&H Photo
Internet, New York, USA
Web:
B&HphotoVideo.com
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B&H Photo B&H photo lied about shipping and charged me for nothing New York City New York
I've been doing business with B&H for 30 years. In fact, at one time my studio was just blocks from their store. I bought everything there. I always had good experiences, but recently they proved to be untrustworthy and deceptive.
I ordered a large format printer which weighed 423 lbs. in the crate. To clinch the sale they told me that I would receive free white glove delivery, which means they deliver the printer into your studio, unpack it, set it up and remove the crate from the premises. After I placed the order, a day or so later I received an email stating that the printer would be delivered curbside. When I called to talk to the salesman about the email, he said he made a "mistake" and that the printer did not qualify for white glove delivery. He then said that it was already on the way.
When I spoke to his supervisor, he assured me that when the delivery is made "Just offer the guys $30-$40 to bring the printer into your studio and B&H will reimburse you." Turned out on the day of the delivery there was just one guy and a hand operated fork lift, and that guy stated that it was not his responsibility to bring the printer into my studio (which is on the first floor) and he said he couldn't do it by himself. It was obvious that he couldn't do it by himself. The crate was about 7'x3'x4'. I couldn't have this huge printer sitting out on the sidewalk until I could get four guys to help bring it in, and while I tried to negotiate with the supervisor at B&H the driver said he had to leave. The supervisor at B&H promised me there would be no charge, not even for return delivery. I made him say it 3 times. He assured me that I would not be charged a single penny.
Guess what? In the end my credit card was billed for $185 for the return shipping. I disputed it with my credit card company, but B&H provided a bunch of paperwork that satisfied my CC company so the charge remained. If B&H would have submitted the phone recordings (they always record every call) of their deceptive behavior, I would not have been charged as they did not fulfill what they agreed to when making the sale.
Expensive lesson learned!
After 30 years of loyalty to B&H and spending an estimated $50,000 or more between equipment and soft goods, I no longer shop there and no longer recommend B&H. Since that bad experience, I've already purchased over $5000 worth of gear and software elsewhere and have more planned.
All I can say is, "Buyer beware!!!"
B&H has changed!
2 Updates & Rebuttals
Justin C.
New York,No misunderstanding!
#2Author of original report
Fri, May 24, 2013
There was no misunderstanding. Do not try to sugarcoat what happened B&H. I was lied to and completely mislead. I will not let it happen again!
Henry
New York,New York,
B&H replies
#3UPDATE Employee
Wed, May 22, 2013
B&H Photo is very concerned with the customer's dissatisfaction and the apparent misunderstanding which caused it. Unfonrtunately after searching our entire customer transaction database for any 2013 transaction involving a "Justin C" in New York City, we are unable to identify the customer or the transaction. I invite the customer to emal me -- henryp[at]bhphoto.com -- with the original B&H Photo transaction number so we can find this transaction and make sure things are handled properlu.
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Henry Posner
B&H Photo-Video
