B&H photo bad business conduct

youngindiefilms

youngindiefilms

Well-known member
I recently ordered some items from B&H and got a message after purchase that I would have to provide photocopies of both front and backside of the credit card used since it's a international order.
They provided a secured website to upload the photos.

Only the link didn't work, I mailed them numerous times, they just keep telling me the link works (which it doesn't, there is a message that it's not working, lol).
After another mail asking them to provide a updated secure line so I can upload the requested photos they tell me to e-mail the photos, it is safe to do so!

Also on all follow up mails from them, from what they write and how they write it seems they have no mood at all to deal with their clients and actually help them, they don't even write in full sentences or sign with a name.

Very questionable business conduct if you ask me. I give them one more chance to make it right and treat their customers with respect and not like fools.

Has any of you experienced that problem with B&H?
I was looking for a e-mail address to complain with their boss/management but couldn't locate any. Just contact forms and I don't think my message would end up in the right place :(

Update:
just got a message "ok so we will refound you the money sorry! "
Wow, this is some kind of customer service.
They're not able to provide a secured line to upload sensitive data.

Will never use this shop again nor recommend it to anyone.
 
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I've never really been really impressed with them either. Whenever I order something, I just hope that I don't have to deal with them directly, so far so good. There was one incident where I had to call them up directly about something that was refund related, and it was a headache. They were short with me and it took forever for them to finally get me in touch with the right person.
 
I use full compass. Talk to Laura Paske at extension 1138. If you truly want to be taken care of, go through them. They're awesome.
 
I've never had to deal with them directly after many orders, but I'm also in the same country. Never heard of that particular issue in the past.
 
B&H ships quickly and reliably, but if there's any kind of problem with your order then you can expect a ton of headache. It's nearly impossible to talk to an actual human being over there.

Few years back I had one of my time sensitive order canceled because the phone # I provided didn't match that of the shipping address. When I called them to resolve the situation, they said they can't even TALK to me unless I call them from the correct phone # (my house number). This was impossible because I was on location and couldn't possibly drive back to my house in time. Of course all of this happened on a Friday and they closed and my order was not shipped out on time. What a frustrating experience.
 
Huy Vu said:
B&H ships quickly and reliably, but if there's any kind of problem with your order then you can expect a ton of headache. It's nearly impossible to talk to an actual human being over there.
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Exactly. Super fast and reliable if you have no special circumstances and a working credit card. Any special care, and you're up sh*t creek.
 
Guess what, after they told me already they will refund the money to my card I got another e-mail from them, asking me again to upload photos of my credit card to their (STILL NON WORKING) website. LOL. How lame is that.

Their prices are not even the cheapest so one should assume that reflects in good customer service.

I was ordering a Switronix V-mount plate with adapter for Panasonic 7.2V cameras (HVX). B&H was the only shop which had them and do ship internationally.
I still have 2 months to get this somewhere else before I'm going on a major shooting... any suggestions for good shops which do ship int.?
Kit, how about Full Compass, do they ship int? Calling outside HK is a problem for me because I have to apply IDD call service and that would be stupid for only one call.

...oh... my 100th post, yay :)
 
Yes I can agree, fast shipping, easy website navigation, but horrible customer service. I've spoke with several sales employees on the phone in the last year, everyone of them didn't want to be on the phone and pushed me thru my questions, had an attitude on top of it, etc..
 
I wish everyone's website was as good as B&H's. I'd really like to order stuff from Full Compass, but it's almost impossible to find anything on their site.
 
I also hate B&H - but for lying. I had an expensive $2K lens on order, and they promised to email me when they were available. Only they never did, and then claimed that it was still sold out, when in fact they were selling them on the website. But B&H criticism is a tricky subject here, (maybe because of advertising? I simply don't know) so don't be shocked if this thread disappears or is locked, so it probably makes sense to shut up - you made your point, quit while you're ahead.
 
I have to chime in and say I've ordered a lot of gear over the years from B&H and never had a problem. I've exchanged things , gotten refunds and spoken to sales people. Maybe I've been lucky but so far so good.
 
I've shipped to Australia from B&H about three times and received the goods pretty damn quick each time. That said though, I haven't had to try and deal with anyone directly yet.
 
LightningFilms said:
I'd rather be beaten mercilessly then deal with B&H or Adorama. Service is even WORSE when you go in to the retail stores.
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I disagree. I visit the B&H store at least once a month to purchase items and never received bad service. I've only bought a couple of items at Adorama - their service is even better then B&H. Not sure who you guys talkin to on the phone, but I've had very long convo's a bunch of times with B&H employees in a number of departments. B&H likes dealing with proffesionals who already know or have an idea of what they need, not to mention they bring in enough money that they dont really need to push thier CS game too hard.
 
HorseFilms said:
I wish everyone's website was as good as B&H's. I'd really like to order stuff from Full Compass, but it's almost impossible to find anything on their site.
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Definitely. The website is pretty bad, but their customer service (and their prices) are better.

I'm sure B&H spent lots & lots of money to develop their website. They probably have a team of people maintaining it where full compass may have "a guy".
 
I ordered more than 10 times from B&H to Japan with no trouble. The ship very fast as well. For international shipping they are unbeatable.
 
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