Help with B&H

C

craigb

Member
Hello all,

I specifically ordered my dvx100b from B&H after all the recommendations on this site and others. The service is supposed to be very good.

Well, the package arrived here in South Africa, and instead of a camera, there was a laptop in the box. We immediatly sent it back.

UPS were great and got the laptop back to them in double quick time.

Now it has been lying with B&H since Monday and has not been processed. I have emailed them and I keep getting the standard 'thank you for your understanding' crap.

Does anyone know what else I can do to get this thing processed quicker. A direct email address for a manager or something like that? This is costing me a lot of money at the moment as I am loosing out on business.

Please help!
 
Almost 3 days later and the website still shows that they have not received anything.

UPS shows:
Status: Delivered

UPS has delivered the shipment.


1.gif




Delivered
icn_help_blue.gif
Delivered On: 07/14/2008
8:18 A.M.
 
Nothing to worry about (not so sure about the guy packing your order). They have a great customer service record. No doubt it takes time to sort through all the email traffic.
Your best bet is to make a polite phone call to customer service. They will take care of you.
 
WOW.. sorry to hear about your ordeal, but BHphotovideo is one of the top online retailers interms of service. I've ordered atleast $13,000 worth of photo equipment from them, and I have yet to have a single bad experience. I've only returned one or two items (turned out I didn't like my purchase), but from my experience its taken close to a week to see the funds back in my account.

Best of luck.
 
B&H is bitter-sweet. I have had mediocre service from them and 2 defective HVX's. I have had good prices and fairly quick turn arounds.

If I could avoid them, I probably would; but they are quite possibly the best in their industry (sad, isn't it?).


J
 
you also gotta watch out for the holiday season. they take off so many days since its owned by jews (assuming since they took off for a jewish holiday). I ordered something a day before a jewish holiday and I didn't have the order processed for 3 days. its really just a store that has their online presentation put together well. Processing their orders is no where were near the quality of other e-commernce businesses. Still then again, they have good prices and have a good reputation. Hard to say about too many other businesses in their market. and yes very sad.
 
Dear Craig
May i ask why you ordered from B&H in the first place? There are local dealers in South Africa who are allot easier to deal with should a problem arise. I do understand the cost might have been a luring factor, but i'm sure that's been surpassed already.
This has happened all too often, wrong items delivered or missing accessories, etc, etc. I'm not talking about B&H in particular, as i have ordered items from them in the past with great success only because it was not available anywhere in South Africa.
But why not support your local suppliers, you expect them to support you when something goes wrong?!?
Good luck, I hope you get sorted out eventually.
 
Here's my recomendation:

If you did not sign for the package, cancel the order and refuse any shipments from them. Then, demand a refund and tell your credit card company (I assume you used credit cards because you are in South Africa and did not come to NY) to not pay them. B&H is very busy and probably screwed it up, but if they refuse to help you, get your money and take your business to Adorama ... They are much better and can probably give you better pricing. B&H is only good if you are in the store in person...That's where I bought my DVX.
 
Well the camera arrived yesterday. We managed to get a direct contact at B&H and he sorted us out almost immediatly.

There were problems at customs as UPS missed the fact that duties had already been paid so B&H had to sort out that issue with them as well.

I was also given a $250 refund - I suppose as a result of the trouble, or maybe just the standard rebate?

Anyway, it is here now.

Bottom line - get a direct contact and not custmer service dept!
 
I don't know. Call me crazy, but it doesn't seem to me like 10 days is an awfully long time to wait to get an order mixup resolved, a Customs error (which was not B&H's fault) corrected, and a package sent to South Africa. And a $250 refund too? I'd say B&H treated you well.

.
 
Yes, once the right people were involved things went quicker. The frustration was that everything went well and then the package lay around at B&H for 3 days with no response.

One would imagin that knowing they had made an error, the correct package would be ready and waiting to depart the moment the other item was returned - call me crazy?
 
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