How B&H can turn a $39.00 cable into a $150.00

[BrianMurphy]

Bought a cable made by OWC for my iMac hard drive upgrade from B&H in the middle of January. It was the wrong cable, so I got an RMA/Exchange form and sent it back along with the unopened cable. Eventually they sent me an email acknowledging receipt of the returned cable and that they were processing my exchange for the correct cable. Then I got an email advising me that the replacement cable had been shipped. Well a week went by and I thought I should check on it as I put my name down for notification for stock on a Sony A6300, like many others here. Lucky I did! It turns out that the cable had never been shipped out, nor did they have one in stock. Ok I said to "buddy" on the live chat, "it sucks that this happened but get one and ship it out" says I . Nope. They won't do that either, but they will refund my money, then I can order one and pay either $51.50 US for one UPS service or $64.50 for another. This after paying to ship the first cable up here and shipping it back. Kinda feel like I am subsidizing the shipping business.
I guess the reason I am posting this is to warn other Canadians that you too can get caught by B&H this way. But what is really annoying is the arrogance of the people I dealt with trying to work this out. They didn't give a sh1t and just wanted me to go away. Customer service was nowhere to be seen. So the conclusion is if I had bought the cable they way they wanted it would have cost me at least $150.00 US dollars, and that is $208.00 Canadian dollars for a cable.
I ordered it from OWC which I should have done in the first place for $39.00 US + $6.98 USPS shipping. I then took my name off the B&H notification list, have vowed not spend anymore more money with them and buy locally. They are huge and don't care and I know this is a rant, but sometimes you have to say something. I urge other Canadians to support Vistek, Henry's, Lorne Lapham and L.L. Loiseau rather than B&H.

 

[egproductions]

It would be nice if they had a free return shipping, however, most online retailers don't have this. It's one thing if the item was damaged or defective but If you returned an item that you mistakenly bought, why should they have to refund your original shipping or pay for the shipping of a new item you are purchasing/exchanging for? It sounds like the reason the shipping was so high is because you are out of country, they don't set the shipping rates for specific carriers.

Correct me if I misunderstood the situation.

 

[BrianMurphy]

Did not ask them to pay the shipping. Just wanted it shipped the same as the first one, which cost me ten bucks via Purolator their usual shipping company to Canada. But they were the ones who insisted that it be shipped via UPS for $64.50. And why did they tell me it had shipped when it had not? They never explained why they would not ship the item with their usual Canadian shipping company Purolator, they didn't care and just wanted me to go away. I wasn't looking for anything other than the right cable and followed all the steps anyone else would to return and request the right cable. Nothing more than that. I have spent, like many here, tens of thousands of dollars with B&H on cameras, lenses, rigs, mics etc. But this time they were just rude and inconsiderate and totally dismissive. And for the record, B&H push their "services" to Canada all the time as anyone from up here will tell you when you visit the site and the "cookie monsters" in your browser connect.

It would be nice if they had a free return shipping, however, most online retailers don't have this. It's one thing if the item was damaged or defective but If you returned an item that you mistakenly bought, why should they have to refund your original shipping or pay for the shipping of a new item you are purchasing/exchanging for? It sounds like the reason the shipping was so high is because you are out of country, they don't set the shipping rates for specific carriers.

Correct me if I misunderstood the situation.

 

[J Michael]

Wonder if that might have been drop shipped from a distributor who had fewer options? USA companies do tend to shoot themselves in the foot on international customer support though. For years I sold some material with most of it going to international customers. All the shipping options available were poor and I ended up sending most via registered mail which was surprisingly secure and reasonable cost-wise.

 

[Bubble]

the level of support from BH getting pretty bad recently. They also sell returned camera lens or body (still photography) stuff as new. The guy name Henry from BH is very bully when he respond at FM forum. I've not spend a cent at BH. Move my business to Adorama or local brick store.

 

[jwalk]

Ive had problems with B&H as well. Ive ordered from them for 6 years never had an issue. But the last 6 months they messed up 3 of my orders and 1 of my friends. Their employees who answer the phones are rude too. I have no idea what happened to this company. They're my 3rd option now.