B&H Photo

I ordered Adobe CS5.5 upgrade from B&H Photo at the beginning of May, and am told to expect my software in about three business days. The software was $20 cheaper than through Adobe, and I'd get a disk. Three to four days later, I get a notification that Adobe will no longer be honoring shipments of the software to B&H for resale. Clearly, not my problem, but one between supplier and seller. They state in the first paragraph that they will issue a refund to my Visa, and I wait 4-5 days. Meanwhile, I was then forced to go onto Adobe.com and purchase CS5.5 upgrade, before the free offer to upgrade to CS6 would expire (May 7).

About eight days or so go by since my order with B&H and no refund. What the? I checked over the apology email again, and they state further down they will hold my funds as a credit, unless I direct them to do a refund. Great. What a crock. They messed up and held my funds? I immediately told them to please reverse the charges on my Visa. As of yesterday, I checked my bank and the Visa card has been credited. However, there's a $26 discrepancy in what I was originally charged.

As a Canadian, it's understood Visa (or the banks?) make a small profit on dollar conversion from US payments, whatever. Our dollars are nearly at par. At best, had they issued a refund properly, there would be no additional fees. Instead, they do a whole new transaction in sending me back my funds, and of course, Visa (or bank) takes a charge off the top of it. I notified B&H who pretty much tells me, "Sorry, not our problem." This is the first time B&H has let me down this badly, and I'll give serious pause to using them again in the future. First, they ** me over with almost missing an upgrade deadline, then they ** me for $26.

First, I would like to acknowledge that I did make the mistake of not reading the pop-up informational notes on the online order screen which did say "No cancellation or return for this product." My issue is I made the mistake of ordering the software (Cubase Artise 6) that had several version, which one was for educational/teaching that was discounted at $149, and that it required a special license. The next day, I logged online to check the status of my order and noticed it was waiting for stock and it would take up to 14 days before I would receive the product. At that point, I called B&H and was informed that if I did have the required licensed that I won't be able to use the product. I was then told that it was non-cancelable and non-refundable. I then informed the service rep that they have not charged my card yet, and the product has not been shipped, so I don't understand why I couldn't cancel the order.

The rep then said, "The order can't be cancelled. Sorry!" I felt like it was a gotcha moment. It was no understanding or trying to please the customer like they say on their website. After pleading my case again, the rep indicated the he would document that I wanted to cancel my order, and they emailed me their decision. I called back to see if they would not cancel the order, but switch product. I was willing to pay an additional $100 to get the non-educational version. I was told that they could not switch the product. So four days later, I received an email informing that they could not cancel the order, and that I should receive it in a week or so. So much for pleasing the customer.

This is also on their website: "B&H has been serving imaging markets for more than 30 years. Through all those years, our goal has been to earn the trust of our customers. To do this, we knew we must offer competitive pricing, but we also knew low prices alone could not make our business superior. We were determined to combine honest and helpful dealings with outstanding service before, during, and after the sale. We understood that long term customer satisfaction depended on our ability to maintain a knowledgeable and courteous customer service staff assisted by the best support systems. And we decided on a way to describe our business."

After 6 weeks of being on the 5D Mark III list, they refused to tell me what number I am on the list nor when the last shipment came in to send any cameras out. I think the reason is that they are changing the order of who they send to depending on what they order in addition to the camera body.

I ordered a laptop from B&H Photo online and my debit MasterCard was charged the fee of $829.95. After 3 days, they mailed me that they have to verify my card. No problem. I scanned the front and back of the card to them, masking my middle 8 digits. Feeling that was all, they again contacted me a day later and said:

"Please be advised that we received your order and already authorized your credit card. However, your bank indicated that the credit card is no longer active at the moment. For fraud prevention reasons, company policy requires that all cards be active at the time of shipping. Please contact your bank; they should reactivate your card. Thank you in advance and sorry for the inconvenience."

I contacted my bank and was advised that my card is active. I even wondered how they charged a card that went through and the card is inactive. I have mailed them and explained to them, but they have been ignoring my mail. I asked the process for a refund back to the account, but there's no response. I have filed a complaint with the Better Business Bureau and was told they would look into my matter. I just do not understand these people. Is it that they want to fleece my funds?

The item I received was not correct, because B&H Photo's website is not adequate. I had them process an RMA. By Federal Law, they have 72 business hours to process my refund. They took over two weeks. Their excuse was that they were too busy processing holiday gift returns. Is it my fault that they don't have adequate personnel to stay within the law? Their attitude is deplorable, and I will purchase my items elsewhere.

I tried to apply for a tax exempt for an expensive purchase. Normally, I don't do it but the tax alone would be 170+ dollars. I called B&H about it and after 3-4 times of being hung up on, someone finally started talking to me. I simply asked to have a tax exempt put on my account. One person said it's impossible for me to use a tax exempt unless I am a business or non-profit. Why can't I use my native American tax exempt form? Every representative told me this until the 3rd or 4th call (because they love to put you on hold then hang up). One person emailed me and gave me a website to do my tax exempt form on. I did what they said, faxed it to them and got an email saying they received it. No further instructions.

I checked my online cart and saw I still had tax on my account. I emailed several people about this and it seems as if their tax department is non-existent in email form and their phone version are uneducated on different forms of tax exemptions. I am annoyed because the only reason I am using this site is for a temporary deal. By the time this works out (if it works out), the deal will likely be gone and I will move on to Amazon.

I ordered a Sony laptop. I opened the box and and found I need 1" smaller than the size. When I called them, they informed me once the box is opened. There is no way to return to them. I have been shopping online store all the time but never had the experience. They must have standard return policy that normal store does. Their price is cheaper generally from other store and they put bait to them. Once they sell it, it is absolutely the consumers. I hate the shameless strategy because knowing the return policy is the responsibility of the shoppers but they know this part will be missed. So they are exploiting people.

B&H issued me false advertising, and rude customer service representatives. They ignored my attempts to return/exchange an item. Then proceeded to charge me $50.00 more when they did process my exchange. They refused to honor verbal contract. After dealing with a multitude of very rude customer service representatives, we asked to speak with the manager. The manger refused to speak with me. My request and had the CSR honor my request.

I have depended on the B&H company over the last six years to provide my photographic needs, and after this experience. I am never giving them my business again. I was grossly offended and felt unappreciated as a customer.

I ordered speakers supposed stock "non-cancellable" on internet. No response from 11/21/10 to 12/8/10. I called and told them if no response, no order. I asked to check and found the order. I waited on hold for four separate periods to find that they were not in stock and finally had to insist on canceling, which they eventually did but not easily. They charged my credit card and I will have to see if they will reverse the charges or if obstruction to cancellation continues.

My complaint deals with two separate but related orders from the Used Store at B & H. The initial order was placed for a TV and promised to be delivered on July 2, 2010. This unit arrived late on July 7, 2010 in a damaged state causing us to refuse the delivery. The unit was intended for a vacation rental property that was being rented over the July 4th weekend. The unit was not rented due to the lack of a TV resulting in a loss of income for one of the most lucrative rental time periods.

I then ordered a second unit at a higher cost from their web site to make up for the loss of the first unit. I called and verified with customer service for two days in a row to insure that the order was processed as the vacation property had been rented for the 21st of July and the TV needed to be there. All was in order and I was awaiting delivery date from their delivery service by e-mail.

when sold. I do not know which case is true but I am writing to complain regarding their practices for selling items over the web.

E-commerce is a widely adopted, well tested process successfully practiced by thousands of businesses. I find it difficult to understand why a mid-sized store such as B&H would have problems displaying and selling merchandise on their site. I would prefer that if they did not have dependable "commerce software" to transact business with over the web that they should take down their "Used Store" site until they do so.

B&H Photo accepted my order for camera and assoc. on May 5 for $171 to be shipped as a Mother's Day gift. May 10th I called customer service and they say the order was canceled because they said they called Randall ** and that he said he did not place the order with that card. I then was sent to card verification and they said that they spoke to Randall ** and confirmed not to use the card. B&H had my name and my credit card listed to a different Randall ** in Texas at a different address, different email, two different phone numbers, and different product history. B&H has compromised my credit card, credit history and promoted identify theft. They should be investigated to determine if this is a separate incidence or is it routine and does management condone this sort of action. B&H personnel I have spoken with so far will still not admit they have switched identities. They are not willing to even talk about it after the second call. I can not get put through to any management person in authority to file a complaint.

I bought a video camera for $5,199.95, plus guaranty for 3 years of $419.00 on 04/25/2009. Last 12/09/2009, it was not working, the switch power button. I called B&H, they gave me another phone. After 6 days of trying to speak with somebody about my problem (my English) I receive back on February 2010. Three weeks later, the same problem, another month in the repair center. The last time (3 times is enough) is in April. They sent me back with 2 issues, more damage: the zoom-in doesn't work and the cassette holding doesn't work. I can work with that video camera. My family has only one camera and expenses I have. I can lose my job. I can't spend more money for rent of another camera. Please help me.

I purchased a Mackie 1604VLZ3 mixer "kit". The web site description said it included Mackie Traction3 software and a carry bag for an extra $50 over the basic model. I did not care about the bag because this is permanently set up in a church. The item came in two days but no software! E-mail said they would get it out to me; then e-mail said, "Sorry our mistake. It doesn't come with it." But the website still shows it! Now I have a useless carry bag and no software. And B&H seems not to care about making good on their advertised product.

I went to B & H Chat line and discussed the netbook that I wanted ot order and with some sofware and the upgraded RAM. I placed the order for the soft ware, netbook and RAM. I have the order invoice. B & H on their own changed the order on the shipping invoice. When I got the shipping order with the change, I contacted them and they said that they shipped my order. I said but you changed it, they responded that they shipped what I ordered. This is crazy. I faxed the initial invoice with my order on it but they still say they placed my order despite the change thay made. It would have been ok had they just admitted their mistake but they have some out-to-lunch explanation.

I will keep my information anonymous for the employees or B& H Photo will know who I am and I'm afraid they will break my knees for exposing their scams.

I ordered a piece for my home studio and first off, I had given them my credit card information and I paid for 24-hour shipping, anxiously waiting for my package. Three days had passed. I called the company and was put through a line of different customer service representatives, which might I add, sounded like they were a bunch of mouthy teenagers. I finally got through and a representative said they had not received an order. By that time, the price of the item went up $300 and I asked if they would honor the price it was 3 days ago. They claimed there was never a price that low to begin with.

I was frustrated by then and just re-ordered the item . Again, I asked for the 24-hour shipping and another 4 days had passed. I looked at my bank transactions and the money had been taken out, so I called B&H Photo looking for some answers. Yet again, another mouthy "punk teenager" said they needed to confirm the digits on the back of my credit card?! Why didn't they do this at the beginning of the order? So I gave them the digits and confirmed the order and shipping method of 24 hours.

By this time, I was investigating the company and they have been reported to the "Better Business Bureau" thousands of times within the last year. Two days had passed and I had a tracking number. The package had still not left the warehouse! I called yet again, and the mouthy punk teenagers transferred me countless times. I was even hung up on a few times. I politely asked for a manager to see what was going on. An hour later, I got a hold of a supervisor and he exclaimed the item was out of stock! Now I am angry! He stated that the package should be delivered within the week with " free shipping" which was a huge lie!

Finally a week later, I received a package and opened to find it wasn't what I ordered at all, not even close. I called and talked to the punk kids again; they had no clue what was going on, so I was rudely hung up on. Finally, I had my wife call and she spoke with a supervisor. The supervisor stated that they sent the right product and that I could not get a refund! I have an ongoing investigation with B&H Photo! This company is under various names. If you order anything from New York, don't! These people are scam artist and thugs. Do your own research before you buy anything. When you type in B&H reviews, of course, there will be plenty of 5 star reviews because they pay people to write them but when you search B&H scam, you see a whole new side of the story.

I attempted to order a laptop from B&H. When they would not complete the order without a "confirmation" phone call (so they could try to pressure me into additional purchases, I presume). I then cancelled the order and received an email confirming the cancellation. Two days later, the charge for the laptop appeared on my credit card! They have not responded to my emails requesting this be credited back to my card. These are very shady tactics, in my opinion. Why would they charge a card after the cancellation? They also charged four separated charges of $1 for no apparent reason. These $1 charges are still "pending". My credit was affected with possible interest charges accruing.

I submit a complaint yesterday 5/12/2009 on consumeraffairs.com when I was very upset after dealing with customer service and was not sure where else to go.

I left two voice messages to the managers (Boris (sp??)) and to my surprise, I received a phone call within one hour and with courtesy. Manager acknowledged the issue and promised that my order will be submit and will arrive very soon. I got a follow up email this morning (5/13/2009) and another phone call this afternoon that my TV will arrive this Friday with confirm delivery on 5/15/2009.

I am so glad to see this positive response from B&H and felt good that at least Manager is showing professionalism and doing a follow up to make sure that my order will arrive on time.

PS, I have received my DVD (part of the combo package) this morning.

I had no complaints about B & H (bhphotovideo.com) until today. I have been buying from them for a quite a while but today they showed no professionalism.

I ordered a TV with DVD combo on 5/5/2009. The order was sitting there in "processing" state for TV and backorder for DVD. I called them yesterday 5/11 and they told me that they only have a TV and not a DVD player and they can ship TV separately. I asked them to ship the TV and then all of a sudden the status changed for both both DVD and TV orders are processing.

I chat with them again and got information that they have found TV and DVD and will ship both of them by end of the day. This morning (5/11/2009) I received an email from them that both have been shipped and tracking number was available under my order status.

But the tracking number for the TV was not working. I chat one more time with B&H and was told to check with Manna Distribution for delivery status. I spoke with Manna and they told me that they can not find any order with either my last name, my zip code or with tracking number.

I chat with B&H again and told them about my finding and they said, it was "just" shipped. I asked explanation of the "just" and was told few hours ago. (now I don't understand why I was asked to check with Manna if order was "just" shipped).

I asked for a supervisor and was asked to call customer service, tried customer service and person was unable to find a supervisor until I got really upset. He was constantly saying that it was "just" shipped. Finally he transfered me to voice mail of Boris(sp??) x4386. I have left my cell phone number and waiting for the phone call which I doubt it will come.

My frustration is why they can not be honest and say that it will be shipped tomorrow instead of "just shipped" if this is what it will take. Why they asked me to call Manna when it was "just" shipped. My concern is what if I did not called yesterday, would my order be still sitting in "processing" state? Why someone was not really processing it until I called?

I ordered a coolpix 7900 digital camera and the lowepro rezo pouch. I paid for 24 our shipment from around 4am in the morning 3/24/2009. I got the pack from B&H. The pouch was there and the invoice but no camera. I called them and the said they were resending it the next day. I asked for a confirmation number which they refuse to send. I THINK THEY GAVE ME FAKE NAMES Joe and Moe.

I reported them to the bbb. This is not over by a long shot. It is not about the money it is about the princible. This company is an absolute scam! Loss of $109 for camera that I bought and did not receive on the day it was suppose to be received.

The company responds: Michelle: We regret your dissatisfaction. It was our intention to ship your Lowepro pouch and camera separately since the pouch was new and the camera from our used dept. The invoice which came with the pouch indicated this. We regret you canceled the order before the camera was shipped.

Bought 27 computer monitor in November for gift at Christmas. Monitor arrived, checked and found to be broken, switch for monitor brightness did not work. Called Samsung, went through tests with agent, told to send it to them for repair. Several weeks later,email message saying part was ordered for repair. We received your Samsung LS27HUCCB/XAA on 12/02/2008 at 15:25:29. Your product should be ship back to you within 5 business days

December 11th got this email: We are experiencing a delay in service due to parts not available and would like to thank you for your patience. Dec. 11th, got this email: We received your Samsung LS27HUCCB/XAA on 12/11/2008 at 10:20:54. Your product should be ship back to you within 5 business days, you can also check the real time repair status by clicking the Repair Self Tracking button in this e-mail.

Another two weeks, no word. Called them and John was rude, arrogant so put my wife on line as she is from New York and knows how to deal with [them]. She sent him to his superior and John came back with a new personality and assured us it would be taken care of ...another week later it had not been resolved. Called again, told it was high priority level, told they would call us...they did not. Another week, now past Christmas (no present) and told it would be taken care of...it was not.

Called B&h Photo in New York where it was purchased, told we should have returned it to them! That was not what we were told by Samsung! Bill of sale needed for refund, sent to Samsung by B&H, nothing was done. Called again, now it is January, told they needed bill of sale, called B&H again, they sent it AGAIN to Samsung! This is not a company I will ever deal with again. Lots of talk, no action, no support, no monitor, no Christmas present, no nothing. And the demeanor of the Samsung agents was mortifying. Oh, and don't try to buy the 275TPlus monitor as advertised on their site, they told us it was discontinued!

No Christmas present for son who graduated from college in Graphic design. No monitor, difficult to get money back. Terrible service from a big name company. They just do not care about customer service.

The company responds: Jerry: Had you returned the monitor to us immediately, we'd have exchanged it for a new one. Once you sent the monitor to Samsung for warranty service, the matter was out of our hands and your recourse is with Samsung USA. While we regret your dissatisfaction it seems it would be better directed towards Samsung.

Not honoring return or exchange policy: I found out the hard way that this statement is not true: At B&H, our goal is to ensure your complete satisfaction with your purchase. If, for whatever reason, you are dissatisfied with your purchase, you can return it to B&H within 15 days of receipt of item(s).

I recently bought a Nikon NID30018200K D300 SLR Digital Camera Kit from B&H. I was unsatisfied with the camera kit and wanted to return to exchange for a different one. This request was made within the time frame (15 days) of their return policy. I was told by their staff that the item can not be returned if shutter counters show more than 200 exposures. Even if you agree to the 15% restocking fee, they still not allow you to exchange for a different item.

Here is a partial chat transcript: Mendy D: the policy is; 15 days, perfect mint condition, must have all the manufacturer packaging, no more than 200 exposures. Michael: your policy also state that if it does not meet the rule, customer has to pay 15% restocking fee in which I agree to pay. Mendy D: Unfortunately, this issue can not be handled via Live Chat. Please call us or send an email, we will be able to further assist you. Mendy D: it says it is an option, not that it always applies...

I believe that customer only can return based on their descretion but not from their goal to ensure your complete satisfaction with your purchase. If you plan to buy from B&H, make sure you read their return and exchange policy carefully.

The company responds: Michael: Our return policy is clear, despite your attempts to reinterpret it to suit yourself. A digital SLR can be returned within 15 days of when you receive it, provided there are fewer than 200 shutter actuations and the other return policy provisions are also met. You cannot pick and choose among our return provisions, selecting only those which suit you and ignoring the others.

I purchased a Nikon D300 camera body and an Elinchrom EL-Skyport RX Trigger Set. The Nikon D300 was fine, but the box for the Elinchrom EL-Skyport RX Trigger Set contain only a (1) receiver, instruction manuals for the receiver, a charger, and various outlet attachments for international travel i assume. Basically, the transmitter and one receiver are missing.

The actual box that the order was shipped in wasn't ripped or anything, neither was the Elinchrom box, but it wasn't taped. I assumed I was getting two receivers and a transmitter, which is why I bought the package. I contacted B&H and they told me to contact the distributor of the radio slave system. I contacted them, and they sent me the wrong things as well. I had tried contacting Bogen and getting what I had paid for, but they too failed to continue communication after a month of trying to get what I want.

I am out of $250 and have an incomplete radio system that I cannot use. I need to receive these items so that I can use them for an upcoming on location class that I am taking at college. I have wasted time dealing with these people and they have caused nothing but trouble and have done VERY VERY little to do anything to help me out. I have contacted both Bogen Imaging and B&H Photo numerous times and have gotten nothig back from them. I am tired of this, I just wanted to get what I ordered and get on with my life, but I haven't been able to because of the negligence of both B&H Photo & Video and Bogen Imaging.

The company responds: Ryan: We regret your dissatisfaction and any confusion. Bogen first advised us they'd supply the missing item, then declined to do so, and the apparently supplied it anyway. The item has since beet returned to us, a full refund issued and I see you've made subsequent uneventful orders with us.

I had problems regarding delivery of of order (40' SONY LCD TV) from B&H Photo Video. I bought the product on-line, as I usually do with B&H, upon the understanding that their terms of shipping and delivery would be respected.

The product was air-shipped and arrived in Venezuela as scheduled. However, the delivery company, PANALPINA, did not take the appropriate measures to clear it through customs and sent it to storage. They said I would need a custom's agent of my own. This has nothing to do with custom's import taxes (as a diplomat I am tax exempt in Venezuela).

In order to get the product, I hired a custom's agent. At the end, the product was delivered to my home by my agent 3 months after arriving in port!

Other companies such as UPS, which has delivered many BHPhoto products to me in Venezuela and elsewhere, normally take care of custom's clearing, sends me a bill for taxes and fees (which is always 0, because of my diplomatic status) and delivers the product to my home.

Now PANALPINA has charged me, through the agent, the expenses described in the second part of this document.

I believe they are abusive because BHPHOTO already charged me USD 388 for delivery and I presumed it included custom's clearing (not taxes of course) and delivery to my home.

B&H terms of shipping and delivery for international customers are clear: the product will be delivery to the customers address. This implies that the client is not supposed to hire a customs agents. I have a long record with BH, and they always shipping the product to my addresses abroad, in the UK and Venezuela.

I tried to request B&H to refund me, but they refuse. In the end, the charges I had to pay were almost as expensive as the products I bought.

The company responds: Ibrahim: It is apparent your ire is misdirected at B&H and should rightly be pointed towards Panalpina. While we regret your dissatisfaction, the problem you experienced is wholly theirs.

My B&H order #1004262757.On Dec.18th 2005,I purchased 1 of My 2 Canon 20D digital cameras from B&H along with other photo gear.The 2nd in January 2006! I and My fellow wedding photographers in Lodi,N.J. always pay a little more at B&H for the integrity and experience they have. Their Canon Rebates offering $100 back for the camera was a big draw!!

I made photo copies of all I sent in January 06. Even the original cut out UPC cardboard piece I stapled to the copy of the reciept. And a Xerox of the filled out warranty card.The make & model were already typed in at Canon! I mailed all out in Jan.06 and have since recieved nothing. I applied for only 1 rebate because the limit is 1 of each product. The response from B&H was to call 1800-828-4040 No one picked up.

I was lured into paying a higher price at B&H Camera due to the phoney $100 CANON cash back scheme!

The company responds: Lance: The rebate in question was from Canon USA. B&H's only involvement in their rebate is to provide a copy of the necessary rebate form with the item purchased. There is absolutely nothing a retailer can do in this unfortunate situation.

They misrepresent a computer that I order. I was expecting a computer with the features described in their web page and I received a diferent product. They only refund $225.00 without asking me first,they were abusive, arbitrary and very rude. Thy told me that this is the only way to end this amicably (I have the copy of the email Henrry Posner sent me)

This misrepresentation is not my fault. I was claiming $325.00 but I am willing to accept $300.00 that is only $75.00 more than the refund they already sent me it is not a lot of money but it will help me a lot (I am not rich).

They also fail to properly identified the package as priority mail it took 3 weeks for the package to arrive via 3 rd class mail (I paid for priority). I was willing to pay 1/3 of the shipping cost but they only refund 1/2 and I accept it. I am trying to be fair and cooperative.