B&H Photo Video

Urgent: Misdelivery Issue and Fraud Concerns

Dear B&H Team,

My name is Marco, I’m from Brazil, and I made an international purchase on the B&H website on 11/26/24, with a delivery scheduled for 11/27/24. I work in content creation and recording for the internet, and I purchased an SSL2 interface. The delivery address was in Kissimmee, FL. This order was to be brought to me by a friend. I tracked the delivery on the B&H website, and the package arrived on 11/27/24. I contacted my friend to confirm if everything was correct. To my surprise, the product didn’t arrive. I checked the FedEx website and saw that the package had been sent to 166 Bristol Ave, Hyannis, MA, 02601, [protected].

I contacted B&H to report the issue, and their response was that the product had been delivered and that nothing could be done. They said their website confirms delivery data before completing the purchase, which didn’t happen in my case, as no such confirmation appeared for me.

I double-checked the Kissimmee, FL address before completing the order. It’s important to mention that earlier this year, I made another purchase through B&H to the same address, and everything went smoothly. However, this situation is much more serious.

Outraged by this delivery error, I started researching online and found other serious reports of customers facing similar issues, and it seems that these occurrences are being completely ignored. In my opinion, there are signs of a scheme where criminals are compromising B&H's website, possibly using USB devices in places with internet access that prevent IP identification. These intruders interfere with the purchase process, redirect products to alternate addresses, and no one notices, not even B&H. I wrote to the company asking them not to ignore my report, as they have a great reputation, and this is jeopardizing their legacy.

Please consider the following:

How could I have specifically directed the shipment to 166 Bristol Ave, Hyannis, MA, 02601, [protected]?
I wouldn’t have known how to detail that address.
I have no personal or professional connections to anyone in that region.
If I had received any notification about a different address, I would have noticed the error and corrected it immediately before completing the purchase.
Why was this address concealed, and why wasn’t I notified?
I only discovered this Massachusetts address on FedEx's website, as it was never shown to me.
This situation clearly indicates a serious problem.

Please understand that I am facing both a financial loss and a serious impact on my work. I am a digital content creator who depends on this equipment and trusted your store.

As an American company, I believe B&H should value consumer rights. I’ve asked them not to ignore this issue. There are clear signs of fraud that will continue unless addressed. Finally, considering the clear security failure in B&H’s online transaction system, I understand that B&H holds co-responsibility for completing this compromised transaction. I should not be penalized for the vulnerability of B&H’s system.

I have requested a solution beyond the responses of “we can’t do anything” or “you wrote the wrong address.” I need this product to continue my work. I’ve provided my phone number here in Brazil in the hope of a real solution to this issue.

Thank you for your attention, and I look forward to hearing from you.

Best regards,
Marco

I recently purchased a gimbal from B&H Photo Video, and unfortunately, the item was defective straight out of the box. I was out of the country when the item arrived, so I wasn't able to open it until I returned home. When I finally got around to opening the package, I was disappointed to find that the gimbal was not working properly.

I reached out to B&H customer care to see if they could help me with the issue, but I was informed that since it had been over 30 days since the purchase, there was nothing they could do. They suggested that I contact the manufacturer instead. I sent an email to the manufacturer, but I didn't receive a reply. I then called them, and they told me to contact the seller to get a replacement.

I'm frustrated with the back and forth between B&H and the manufacturer. I feel like B&H should take some responsibility for shipping me a defective unit in the first place. I didn't pay for a broken item, and I shouldn't be expected to keep it.

I've always valued B&H for their quality and good prices, but this experience has been one of the worst customer experiences I've had. When I purchase an item, I expect it to be in working order. If there is a problem, I expect the company to take steps to fix it. After all, customer satisfaction is key for retaining business.

One of the reasons I shop with Amazon is because of their excellent customer service. When I had an issue with a pair of Beats By Dre headphones that stopped working after 6 months, Amazon sent me a replacement unit right away. This kind of service is what keeps me coming back to a company.

It's disappointing that B&H won't exchange a new, unused, straight from the box defective unit. I spent over $400 on this item, and now I'm stuck with a piece of junk. I hope that B&H will take steps to improve their customer service in the future.

It has been almost two months since I placed my initial order with B&H Photo Video for a Moto G XT1625 4th Gen. 32GB Smartphone (Unlocked, Black) Used Cat.# 1750902 MFR # 00971NARTL. I received the phone on April 12th, but unfortunately, it was not in good working condition. On April 19th, I filed an RMA complaint stating that I have purchased used technologies from many companies including HP and BestBuy, but I have never received one in such poor condition as this phone. Despite loading the requested update ten times, the phone still did not work properly and could not connect to my phone provider. I requested a replacement phone that actually works and is in the same perfect physical condition or new for shipped for free.

On April 22nd, I received the RMA label and pre-paid return label(s) attached to an email as a PDF document. However, it was not until May 14th that I received a replacement phone. To my dismay, the phone appeared to be the same exact phone with the same exact issues as the first one. It could not connect and kept requesting an update.

On May 18th, I contacted B&H via chat and expressed my frustration. I have been a loyal customer of B&H for over 25 years and have always received great service, but this experience has been appalling. I was informed that they are unable to replace the phone since it is used. I strongly believe that B&H should not sell what they cannot deliver in working order or substitute with a working model.

I even filed a BBB complaint, but unfortunately, they refuse to get me a working phone. It is disappointing that after all these years of being a loyal customer, I have to go through such a frustrating experience. I hope that B&H can rectify this situation and provide me with a working phone as soon as possible.

Yo, so I gotta say, I ordered this dive light from B&H Photo Video for $300 and it was straight up defective. Like, one of the main functions was missing and I was not happy about it. And let me tell you, the whole process of getting a replacement was a pain in the butt.

First of all, I had to pay import taxes when I ordered the light, which was fine at the time. But when I sent the defective product back to B&H, they sent me a replacement without pre-paid import taxes. So when the carrier delivered the new light, they hit me up for another $75 in taxes. Like, what the heck? I already paid twice for the same thing.

And to make matters worse, B&H is refusing to reimburse me for one of the import taxes. I've been emailing back and forth with their customer service since September and they haven't offered any solutions or compensation. They always start their messages with "Thank you for contacting the Customer Service Department at B&H Photo Video and Pro Audio" and end with "Please let me know if you require any further assistance." But they haven't actually helped me out at all.

I did some research and found out that European customs have the same process as US customs when it comes to import taxes. If a product is imported and then leaves the country for any reason (like a defect), it's up to the payer (in this case, B&H) to file a drawback claim and get the taxes refunded. But B&H hasn't done that, so I'm stuck paying for something that wasn't even my fault.

Honestly, if I had just asked for a refund instead of a replacement, I wouldn't have had to deal with all this. But I wanted the light and I thought B&H would make it right. Turns out, they don't really care about their customers.

I gotta say, I had a bit of a rough time with B&H. I mean, don't get me wrong, they had some good prices and all, but they can be a bit tricky when it comes to returns. I had returned a few binoculars before, but that was only because they were already opened and used by other customers. You know what I mean? Like, the strap was just laying loose in the box and all that. So, I figured it was fair game to return them.

But then, I went and bought this fancy $2200 Vespera Telescope from B&H. I was pretty excited about it, and I planned on keeping it for sure. I mean, who wouldn't want a telescope like that, right? But, when I got it, it turned out to be defective. I was pretty bummed out, but I figured it was no big deal. I mean, I could just exchange it, right?

Well, that's where things got a bit tricky. B&H sent me an email saying that they wouldn't exchange it because my return rate was too high. I mean, come on, that's not fair, is it? I've returned stuff at other websites before, and I've never been banned from returning items. So, I filed a dispute with the BBB, because I think what they're doing is pretty unfair.

I mean, I get it, they don't want people returning stuff all the time, but come on, if something's defective, they should at least exchange it, right? It's not like I'm trying to scam them or anything. And, if they're worried about losing money, they could just return the scope to the seller and get reimbursed. It's not rocket science.

Anyway, I just wanted to warn you guys to be careful when buying from B&H. Make sure you're not going to return the item, and hope that it's not defective. If you do need to return something, you might run into some trouble. And, if you look at the reviews, you'll see that I'm not the only one who's had issues with B&H. There are a lot of one-star reviews where people complain about receiving used and returned items, and cases where B&H was reluctant to allow returns and exchanges.

So, yeah, just be careful. B&H likes to sell stuff, but they don't like taking returns, no matter what their Return Policy says.

My experience with B&H Photo Video was not the best, but after reading some reviews on other sites, I realized that I was not alone. As an international shopper, I had to submit a verification, which is understandable, but I had to do it 4-5 times. I also contacted their customer service 3-4 times, but every time I emailed them, they sent me a useless reference number that I couldn't use to follow up.

After 6 days, I decided to DM them on Twitter, and I was able to get in touch with one of the directors (communication). He seemed helpful, so I emailed them my last verification with my ID and work email, and I asked them if they needed more information. However, I received no reply, just another reference number. I waited until Monday, but still no response.

By this point, more than 15 days had passed, and I had received a lot of reference numbers. I decided to email the latest one to their communication director, hoping he would give me an update. Instead, he replied to me in a discriminatory tone, assuming that because I had an Arab name, I must still ride a camel and live in a tent. He did not explain what had happened with the verification team, but instead told me that the number I emailed was not the order number.

I was very unhappy with this response, so I decided to cancel my order. I typed my reasons for canceling, hoping that someone would get back to me for clarification, but they canceled it instantly. I was disappointed that I wasted so much time following up with their bot and receiving useless reference numbers.

Overall, my experience with B&H Photo Video was not great. I hope that they can improve their customer service and treat all customers with respect, regardless of their name or nationality.

I gotta say, I had a pretty wild experience with B & H Photo & Electronics. I was feeling pretty excited when I ordered a MacbookPro for a whopping $3000, and I was eagerly waiting for it to arrive at my office via Fedex. The delivery was supposed to happen on a Monday, so I was keeping a close eye on the tracking number. But then, when the tracking said it had been delivered, I went down to my doorman to pick it up, and he couldn't find it. I was freaking out, and to make matters worse, the Fedex guy had signed my name on my behalf! What the heck, right?

I asked the doorman to check with the Fedex guy the next day, but there was no luck. So, I called up B & H Photo & Electronics to explain the situation, and after waiting for a whopping 38 minutes, a representative finally took some notes and said they would open an investigation. But then, 3 HOURS LATER (yes, you read that right), they sent me an email saying that the investigation was closed and they couldn't help me. They told me to file a claim with Fedex or something. I was so shocked and disappointed. I mean, $3000 is a lot of money to just forget about, you know?

So, I decided to call up Fedex directly, and I was transferred to a manager of manager who told me that B & H Photo & Electronics didn't even open a claim! In fact, they had no record of them even calling on this tracking number. But then, the manager suggested that I check another address in a building few blocks away since it was very similar to my address, and they saw that few times packages were left there because of the driver's confusion. What the heck, right? But then, I checked that address, and luckily, the package was there.

But honestly, after all that, I decided to return the MacbookPro and not give B & H Photo & Electronics my hard-earned money. Instead, I went to Adorama or even better, Amazon. But guess what? When I requested a return, they said they would deduct the amount from my order. What the heck, right? I mean, I was already so disappointed with their service, and now they were trying to rip me off even more.

So, I gotta say, if you don't want to get ripped off by B & H Photo & Electronics, stay away. I hope my story can help other people save their money.

This website is a great place to shop for items that are sold at MSRP price. I personally love shopping on this site because I don't have to pay tax. But what really keeps me coming back are their daily sale items. If you're looking for a particular item on sale, this is the place to be.

However, I must say that their customer service is not the best. If you're used to shopping on Amazon, you'll know that you can always count on them to deliver your item on time or compensate you if something goes wrong with your order. Unfortunately, BHphotovideo doesn't offer the same level of service. If your order arrives late or if there's a problem with it, all you'll get is an apology.

Let me give you an example. Two weeks ago, I ordered a $300 item that was on sale for $155. I paid $20 for shipping because apparently "everything ships free" except for that item. Unfortunately, UPS messed up my shipment and damaged it in the process. They never even attempted to deliver the item, they just returned it to the sender without my consent.

When I contacted BHphotovideo to ask for a replacement, they said that they wouldn't send me a new one until they received the damaged item back from UPS. I asked them to contact the manufacturer to send me a new one, but they said that the item was discontinued and they couldn't order another one for me. However, I found the exact same item on the manufacturer's website and sent them the link. But the representative I chatted with said that he couldn't open the link, even though I copied and pasted it directly from my browser.

So in the end, I won't be receiving my order and they refused to send me a replacement because they ran out of stock and refused to contact the manufacturer to send me a replacement. If you decide to shop with them, just be aware that you're taking a risk. They do have great deals on some very specific products, but there's always a chance that something could go wrong with your order.

B & H Photo Video is a website that I recently made two purchases from on July 5, 2011. I was excited to receive my packages in Miami, as I had ordered them from Peru. However, I was disappointed to find that neither package had been delivered. One package was held at UPS, while the other was returned to NY for no apparent reason, even though both packages were supposed to be held in Miami. When I contacted the B & H Call Center, I spoke with Gabriel Mu?oz, who provided me with terrible service and made promises that he could not keep.

I also requested that the package that was in NY be sent to Miami with urgency, as I needed it within two days. B & H charged me a low fee of $41.90 for this service, but I believe that they should have assumed the cost, as it was their mistake. When I spoke with Gabriel Mu?oz on July 18, 2011, he was unable to resolve the issue, and I lost an entire day dealing with the problem. I had to go to UPS three times, and each time they told me that they had no knowledge of the arrangements that Gabriel Mu?oz had supposedly made. When I called B & H again at 5:30 pm, I was given a different version of the conversation that had taken place earlier in the day.

I would like B & H to listen to the calls that I had with Gabriel Mu?oz and David Lopez, as they were both unhelpful and rude. David Lopez even made me cry on the phone, which is unacceptable behavior for someone who works in customer service. I have made purchases from B & H in the past, and I had no problems with my order in 2009, which was for $1223.00. However, after the poor treatment that I received this year, I do not want to use their services again. I hope that B & H will take action to improve their customer service and prevent similar incidents from happening in the future.

Sincerely,
Daniel Conde
[protected] (Lima, Peru)
***@gmail.com

I used to be a big fan of B&H Photo Video, spending a lot of money on their website every year. However, my recent experience with their customer service has completely changed my opinion. I had placed an order for a single item before 11AM and paid for overnight shipping, as it was crucial for my business to receive it the next day. However, I received a notification that the shipping label had only been printed a few minutes before 7PM, making me suspect that the item had not actually been shipped. The next morning, I tried to cancel the order, but the representative I spoke to was unhelpful and told me to wait and see if it arrived on time. I called back a few hours later when I noticed that there was no activity on the UPS tracking, but was met with the same unhelpful response. Despite my pleas, no one seemed to care about my situation or the fact that I was a loyal customer.

Fast forward 15 days and 6 phone calls later, and I am still dealing with the aftermath of this one order. Each representative I speak to seems to be disinterested in helping me, and I am left feeling frustrated and unimportant. To add insult to injury, my refund did not include the shipping charges, meaning that I am paying for their mistake. I even emailed customer service, but have yet to receive a response.

It is disappointing to see a business that does such high volume treat their customers with such apathy and laziness. I am no longer a customer of B&H Photo Video, and I caution others to be wary of the frustration they may face if they have an issue with their order. I would much rather do business with a company that values their customers, communicates any issues with shipping, and genuinely wants to resolve any problems that arise. It seems like too much to ask for from B&H Photo Video, but perhaps other businesses can learn from their mistakes.

I recently had an experience with B&H that I feel compelled to share with others. I ordered some new equipment from their website and paid $795 plus an $82 delivery charge. The ordering process was straightforward and the delivery was fast, which was great. However, when I received the goods, I was disappointed to find that some of the suction cups did not hold suction for more than two minutes. I paid an additional $97 in tax and returned the goods, which was a straightforward procedure and B&H provided good support in issuing return labels.

I received replacement equipment, but this time I had to pay an additional $110 delivery charge and a further $104 tax on delivery. To my dismay, the equipment was well-used stock with numerous marks, dents, scratches, and a vital attachment thread stripped rendering it unusable. I contacted B&H to advise them that I was not satisfied, but they refused to accept that the goods were used and asked for photographs. I provided photos that clearly showed signs of use, and the manufacturer confirmed that the condition was not the same as when it was supplied new.

Despite this, B&H continued to maintain that the items were supplied in new condition and refused to acknowledge the possibility that a mistake might have been made. I pointed out that they had two used units for sale on their website priced at $500, but they only offered me a $75 refund. I refused and after considerable time and inconvenience, I received notification from B&H that a refund of $226 had been made as a final offer. They did not ask if this was acceptable to me, nor did they give me an opportunity to respond.

By this time, I had paid $513 more than I should have for a used item that was unusable. Understandably, I was not happy with the refund of $226. I then advised B&H that I would not accept their offer and that I would like to return the item for a full refund. However, B&H responded by stating that they would not accept the return of the item as it was now used!

Overall, my experience with B&H was disappointing and frustrating. While the ordering process and delivery were fast and straightforward, the quality of the equipment and the customer service left a lot to be desired. I would caution others to be careful when ordering from B&H and to be prepared for the possibility of receiving defective or used equipment.

I pre-ordered a Pixel 6 with a case from B&H's online site.

They held my purchase for over 2 months with no updates or heads up, despite Google stocks not showing any signs of depletion.

They got back to me with a sudden message saying they will not stock it, and removed the Pixel 6 from my cart, then sending out the case anyway.

They refused to compensate me for the shipping fees or the cost of the case, despite my reply within 24 hours telling them to cancel the shipping.

Ordered a laptop from B&H Photo Video website and when my laptop finally arrived it was damaged. I contacted customer service right away and asked for a replacement.
They said that first I have to send the broken laptop back and only then I'll get a new one. I asked for a return label and they said that I need to return it at my own expense. It was quite expensive but I had no other choice so I paid for the return shipping. Later they contacted me and said that if I wanted to get a replacement I was suppose to pay for the shipping!
Avoid them at all costs!

I have purchased nikon lense 50mm 1.8D from B&H. it shipped to me used even i purchased as new.
i return item to B&H for new replacement. but at same time i left feedback on item which contain problem i passed through.
this review was against B&H so they never posted on net. after 6 weeks latter i received email for sorry. i asked why my review feedback not shown on their webpage as reply to email. below is reply i got.
"Dear xxxxxx,
We regret your current dissatisfaction however we do not publish survey reviews.
We again apologize that you received used looking merchandise and for any inconvenience this all has caused you.
Please advise if we can be of any further assistance.
Thank you for your patronage.
Rxxxx Sxxxx
B&H Photo Video and Pro Audio"