Up until December 13 - almost three full weeks after I ordered - I received no reasons, no attempts to make the situation right, no nothing. They sent an email on December 7 saying they anticipated getting the install completed in four to five days, but needless to say they've blown right past that date too, as it's now December 18 and I'm still waiting to hear anything at all. And oh the excuses. On Dec 5, ten emails into our chain, they told me they had new trainees in the install department and that's what was taking so long. Then on Dec 13, seven emails later, they tell me instead that they're waiting for a back ordered part. It took them SO MANY emails to mention this that I honestly don't really even believe them; it feels like an excuse at this point, especially because I asked them which part several times - I made it clear that I'm happy to go look for the missing part myself (frankly it's probably available with same-day delivery on Amazon since they're in NYC) - and they have so far refused to tell me which part it is no matter how many times I explain I'm just trying to speed things along.

I've suggested they substitute the part, and the suggestion was completely ignored. Frankly at this point - I ordered the computer almost a full month ago now for a holiday that will be over in a couple days, and they know this, I have made that clear too) - they should be willing and eager to substitute whatever's missing with anything of comparable or higher value/performance just to get the order out the door. I don't get the secrecy about what's supposedly back ordered - unless nothing is and I'm just getting jerked around - or their refusal to even pretend that this is a problem they're interested in fixing. I've made it clear this is a Hanukkah gift (the holiday will be over by the time they maybe get around to doing the install), but that doesn't seem to matter to them (especially surprising for this shop). It also doesn't seem to matter that they've been sitting on almost $1600 of my money for almost four weeks and are making absolutely zero attempts to get the order out in anything even resembling a timely fashion.

Which I might be less irritated about if they were making any attempt at all to salvage the situation, but they are not. No offers to substitute the missing part (nothing but an ignored suggestion there), no willingness to even tell me what the missing part is so I can attempt to find it on my own (again, totally ignored when I've asked more than once), no 'How can we make this okay for you?' , no offers to refund even part of the cost of the machine for ruining my kid's holiday (I've told them this too - this was the one and only Hannukkah gift for my kid and she is DEVASTATED that there was nothing on the table all week). Just repeated empty apologies, no follow-up unless I write them first, and no actions to get my item shipped.

Worst customer experience I've ever had. And the real kicker? As of right now, the computer is still showing as IN STOCK on their website. On December 7th, I ordered a printer from B&H Online. It was supposed to come later, but it never came. B&H claimed they sent it to UPS and that UPS is delayed because of the holiday, but that simply isn't true. I ordered something else from B&H and it was delivered to my address perfectly fine.

The tracking number had no updates on the package because UPS decided it would be a good idea to not initially scan the item. B&H refused to give me a refund, but luckily I made the payment through PayPal. B&H Customer Support flat out said that they wouldn't respond to the dispute, but they would call the package back. The very next day, they decided to respond to the dispute and PayPal refunded me the money, which was $391.04. I am pretty sure they won't be getting that package returned to them since UPS seems to have lost the package. B&H claims that this happens all the time. Packages aren't initially scanned by UPS, then a week or two later it arrives to the buyer's address.

Shop Digital Cameras, 35MM Camera Equipment, Photography, Photo Printers, Computers, Home Theater, Authorized Dealer Canon, Sony, Nikon, Apple, Olympus, Panasonic, Kodak, JBL.

It is supposed to be expedited shipping. B&H must be crazy to think that they can have UPS not initially scan items. When you don't scan an item, neither UPS, B&H or the buyer will know when the package is received. If it was Amazon or any other big company, they would have refunded me the money. Amazon recently lost 4 of my packages, it was reported as lost, so they gave me replacements and/or refunds and they also gave me free credits for the problem. What did B&H do?

They said they would file a claim with UPS and they also told me that they wouldn't respond to the PayPal dispute. Filing a claim with the same people that were incompetent enough to not initially scan the item is horrid. As I've said before, they responded the next day, probably because I told them. I wonder how angry they will be when they don't get the item back from UPS since it's definitely lost.

I am never ordering from B&H ever again. It will be my first and last time I have ever purchased an item from B&H. I ordered the printer from Amazon and it will arrive (on-time) in a couple of days.

It is the Brother HL-L8360CDW Color Laser Printer. I would just like to point out that the Customer Representative that told me that they will not respond to my PayPal dispute was someone by the name of Raphy **. I suggest that B&H retrain that person or whatever since that's not what you say to a customer. I would also like to point out that their customer support is not good because they are only available at certain times. They aren't available 24/7, which is how long they should be available. They make way more money online than they do at the stores in New York, but I guess they are being really cheap. I ordered a 55 inch LG from B&H.

I had spoken with a helpful salesperson in Oct. He answered my questions and did not try to upsell or close the sale (after telling him I was researching). I was concerned about buying it 'mail order.'

He told me how they shipped large tv's via a freight shipper and have had very good results. I felt he answered my questions and addressed my concerns. I purchased the TV later in Nov. The shipper called to arrange delivery and the TV arrived, no problem, no issues. The TV is spectacular and both the vendor and shipper were excellent; I would recommend all three. I decided to give B&H a chance for a pre-ordered Sony camera which cost greater than $3k. I then waited a month for it to arrive and when it did the shipping box was severely damaged (ripped tape, bent box), no packaging was used to protect the actual camera box on the inside and the Sony camera box had damaged edges.

I then contacted customer service about this and they gave me no option other than to 'wait for more product to arrive' because it is currently on backorder. They offered me nothing as compensation and were very rude. This is the reason people buy things on Amazon.

I will never buy anything from them again and I will let all of my friends know how terrible of an experience I had with them. I went to order online using a APO address that my army post office gave me, about ten days after I ordered they e-mail me and said they need a city that goes to that address, again I gave them the apo AE address just like the army post office gave me, and still they claim it was wrong and they also gave me an old Template to use for examples, so after 5 to 6 hrs of emailing them, and still they will not send it to me. I asked for a refund, so I got the refund but they would not refund the cd they sent me, which I thought it would come with the printer. I am sitting on a cd file they sent me by email that I cannot even use.

I ordered a TV in October which stated 'more on the way' in October. I had not received the order by the end of November so I contacted them and they said the TV would be in on December 5. The ad on the website now said expect them in '7 to 14 days'. When contacted the store on December 5 for an update on this order they said they had no date for delivery and would let me know when they had more information. I canceled the order. This was very misleading to advertise a product at sale price and then not be able to deliver in a reasonable timeframe. I am wondering if I reorder at the increased price if it would speed the shipment up.

I will not be shopping here again. As a resident of Maryland, and having had positive experience with B&H in many years past, I had become accustomed to their fast shipping and quality products, this is no longer the case, at least with respect to their customer service which is clearly poor in my eyes and flat out lies of expedited shipping.

I placed two high dollar orders ~$5000 each, these were a few months apart and in each case part of the order failed to ship as expected. When I called to see where my order was after it failed to be delivered as expected based on both previous experience years ago with B&H and the website telling me it would naturally be expedited their customer service rep flat out lied to me over the phone that the product had actually shipped when in fact it had not. Poor UPS delivery on Order # **. Timeline: Nov 15, 2017 - Ordered product. Got confirmation email with Estimated Delivery: Mon Nov 20 by end of day. Nov 20 - Received email with tracking number with a new Scheduled Arrival Date of: 11/24/17. UPS Driver arrives at my door with NO package on his truck.

Called UPS Customer Svc to report missing package. They did not know where package was and said it would go out the following day (11/25/17).

Nov 25 - Called UPS Customer Svc to track package. They still did not know where package was and said it would go out the following day (11/27/17). Nov 27 - Product was Delivered at 2:21 P.M.

B&H Website still shows that it's currently out for delivery. Ordered the 43' LG Monitor on Monday, backordered until Wednesday.

Item was in stock Wednesday and the order status and UPS site both stated shipped. Which actually means just a label was printed. The item did not physically ship. I called Friday to inquire why the item hasn't shipped and was told that there was a delay in shipping from the warehouse. I was told I would receive a $25 credit toward future purchases. But I would have to call this coming Monday to find out if the item actually shipped!!!

I was fine with the delay with the backorder because that meant that they wouldn't take the money out of my account until it physically shipped. They printed the shipping label and then didn't ship the item for over 6 days, even though this is Thanksgiving week. Label was printed on Wednesday and it is now Friday and I did not receive any notification that there was a problem with shipping. They took the money, but didn't ship the item. The Customer Service Rep was very helpful and worked hard to help me with this, that is not the issue. The fact that the company misled and deliberately knew that item wouldn't ship, within the expedited 2 day time frame they promise, and then still take my money without any notification of the delay, is the issue. It feels like they just aren't too concerned with customer satisfaction and don't have the ability to follow through on what they are in business to do.

I should have cancelled the order, but I need the item I purchased and I can't find anyone that sells it locally for the price they offered. It was $100 the regular price. I was offered $50 off future purchases and I turned it down because I won't shop at B&H Photo anymore. I order my ink through B&H. Lately though what I order is not necessarily what I get. Recently I purchased one ink tank and got a set of 8 ink tanks for a printer I don't own.

Called to let them know the error. All I wanted is the ink I needed or a credit to purchase it elsewhere. Not so easy with them. They sent me a UPS return label but refused to issue a call tag. I requested either a call tag or a USPS label since I have no idea where the drop boxes are. They refused. I then asked for my credit and I would return this.

Nope - they will not credit my account until this is sent back. I'm not a fool! Since their service is pitiful at best I won't deal with them again. What can I say, B&H Photo Video is top notch. I've been doing business with them for well over 30 years. After-sale service is excellent.

On one occasion, they even contacted me just to be sure that the item I ordered, was correct. How many business go out of their way to do that in this day and age? In all the years I've done business with them, I've had one return, which was handled promptly and politely with prepaid pickup and shipping. B&H is my go-to vendor. Usually, their prices are the best and if not typically they will match it. No one in the industry provides better service! I purchased two DWC-v6763WTIR cameras 10-17-17 for $350.00.

I happened to be on their site the next day, 10-18-17, and they were 152.49 each. I called about this, and spoke with a C/S rep who wanted to take care of the refund WITHOUT ACKNOWLEDGING OUR CONVERSATION, which wasn't acceptable. I asked for his supervisor, Jason **, who emailed me that he refunded 22.00+ AND CAPITALIZED, IN PARENTHESIS, THAT IT WAS THE TOTAL DISCOUNT FOR BOTH CAMERAS! In essence, he credited the price drop on one camera only, total refund 22.50. I had to place another call and asked for a manager, I was transferred to ANOTHER SUPERVISOR INSTEAD who acknowledged the refund should have been 44.50 instead of 22.50. As we were talking, supervisor Jason ** sent another email indicating the correct credit to be issued.

The bottom line is I had to monitor you guys and spend excess time on the phone to get this taken care of properly. To compound the issue, when I received my cameras, there was only 1 INCOMPLETE INSTALL KIT for one camera on page 7 of the manual, item 5 used to unlock the camera from the base for installation was missing! AND 0 INSTALL KIT FOR THE CAMERA! I have spent almost two hours on the phone with B&H Photos C/S reps and supervisors and still cannot install my cameras. I have to pay a service fee, non refundable to the installers, because the parts for the two cameras: ONE IS MISSING THE UNLOCK KEY FOR THE CAMERA/BASE, AND NO INSTALL KIT FOR THE SECOND CAMERA AT ALL! I have NEVER not ONCE encountered a company that has this Poor of customer service.

I placed an order on Sunday to be delivered overnight. Paid $34.00 Overnight shipping to arrive Wednesday.

Wednesday came and went no order, I called, salesperson said 'So sorry l'll expedite it overnight for delivery Friday.' Friday came and went no delivery, no delivery Saturday, no delivery Sunday, It arrived mid morning Monday. 5 Days AFTER it should of been here.

I called Monday. Talked to a supervisor, Was told, 'Sorry but we did all we could, we will offer you a $20 inhouse gift card.' I told them that is a slap in the face to a customer that was not ONCE but TWICE had their order screwed up. I will NEVER EVER do business with this company again.

I am contacting the Better Business Bureau and filing a complaint, I am going to contact the ONLY local camera/photo shop in my town and let them know NOT to RECOMMEND this company to another customer. I wish I had taken the time to check the reviews before I placed the order and with all of the Negative Reviews I would of NEVER EVER PLACED the order. This company need to be held accountable for their actions. This is not a one time thing with this company, as I am finding out with all of the BAD REVIEWS. I recently ordered a lens filter for a specific film shoot.

I placed this order 2 months ago. It said it was on back order but if I ordered it, the last possible date it would arrive a couple days before the first shoot. I ordered this item because a client wanted a specific look for the video. The date came and went and I never received my item. I was upset that B&H made this date up and completely ruined what I was trying to do for this film.

If it wasn't going to be shipped by the latest date then don't say it was. I had day two scheduled the next week, but it never arrived. My final shoot in this project went the exact same way. B&H never even shipped my product. TWO MONTHS went by and nothing. I have had this project stifled and my work negatively affected.

Now, I am stuck trying to fix what should never have been a problem. A few days after my final shoot, I received an email saying I wouldn't receive my item at all! If I wasn't going to get it, why even let me order it and string me along. I could have ordered it from anywhere else and had it delivered on time.

I contacted B&H and sent them what happened. First experience with their customer service.

They simply responded with 'It's still on back order,' and 'It'll be 2-3 days before we hear back from the manufacturer.' Really, wait a longer time. Again, months went by when they said it would arrive in weeks.

Then they simply ignore it. I don't know any company that throws their customer under the bus when they messed up. They don't care the trouble they cause their customers and respond back with tough luck. Sure you can order from B&H. You may or may not get your product. But if something goes wrong, they won't treat you with respect and they could care less if they mess up your business projects. On September 6th, I order $3,600 worth of used products.

Supposed to go on on September 7th, nothing. Well I email them, on Monday, and they'll look into it.

I email them again on Thursday the 14th. Download Glee Season 4 Episode 17 Torrent. And my reply is 'Thank you for contacting the Used Customer Service Department at B&H Photo Video and Pro Audio. You're 100% correct. I'm really not sure what the issue is. I would recommend canceling it at this point and want to stress how sorry I am for this incredibly poor experience.

Daniel B&H Photo Video and Pro Audio The Professional's Source.' The professional's source? How the hell are these guys in business pull stuff like this?

They took my money fast enough. I have to guess at this point they are selling stuff they don't have, and now they've been caught with their pants down. Your use of this site constitutes acceptance of the Advertisements on this site are placed and controlled by outside advertising networks. ConsumerAffairs.com does not evaluate or endorse the products and services advertised. See the for more information.

The information on this Web site is general in nature and is not intended as a substitute for competent legal advice. ConsumerAffairs.com makes no representation as to the accuracy of the information herein provided and assumes no liability for any damages or loss arising from the use thereof. Copyright © 2017 Consumers Unified LLC.

All Rights Reserved. The contents of this site may not be republished, reprinted, rewritten or recirculated without written permission.

It takes about two minutes of talking to Sammy Castro and Steven Diaz outside the mammoth B&H Photo Video store in Manhattan to figure out that they’re the kind of fans that any retailer would kill for. But here’s the thing about B&H: The world is crawling with B&H fans of the kind that any retailer would kill for. The multi-story, block long brick-and-mortar store is in fact a beachhead for an operation with nearly $116 million in sales in 2014, according to the latest Internet Retailer 500 report.

In short, B&H is doing something right. More importantly, there are lessons to be learned in an era dominated by Amazon and at a time when retailers of all sizes are trying to figure out how to build irresistible experiences across digital devices and their physical stores. Talking to Castro, 26, and Diaz, 25, the B&H playbook emerges. The two are photo hobbyists, currently focused on the urban landscape.

“This city is reconstructing itself at a crazy speed,” Diaz says, “so I’m just snapping some photos.” They also work on video projects for their church in Queens, with Castro being especially involved in equipping the studio they use there. Sure they shop online, but they prefer B&H’s website to Amazon. And yes, they’ll go to Best Buy in search of bargains, but they sometimes find the inventory lacking and they feel pretty much on their own. “It’s amazing,” Diaz, who has a Canon Rebel slung around his neck, says sweeping his hand toward the store.

“It’s humongous, compared to Best Buy, which has a variety of stuff. But this dwarfs it. Crack Jabra Sound Product here.

I’m just blown away by how much stuff it has. Studio stuff.

Professional equipment. And then they have regular, standard stuff. Basic stuff.” B&H also offers an inspiring and instructional story. There it stands, a 43-year-old, one-store retailer that is closed on Friday afternoon and Saturday and does not take online orders on the Sabbath to honor its owners’ Hasidic Jewish beliefs. And yet, it is thriving in its brick-and-mortar business and growing rapidly online.

It’s not customers; it’s community Selection is certainly a key, both online and in its physical store, which stretches along Ninth Avenue from 33rd to 34th street. But the real secret to B&H’s success is the strong community it’s built through rich content, a consultative sales style and rapid and frank responses to complaints and negative social media. “B&H doesn’t only sell equipment,” says Castro, who usually buys online from B&H. “They also have classes.

They have a professor, or somebody who knows how to do photo shoots. With the camera, you come and they teach you how to use it.” Step into the store and you’ll immediately see what Castro means. Nearly every customer is greeted on the way in. Green-vested sales associates — who work on salary, not commission — huddle with shoppers, asking questions, nudging them toward a sensible solution or an appropriate product. For years, reviewers have remarked on the way B&H associates sometimes and possibly even better products for their needs — and how they’ve.

“There are no scripts, no menus of bought-this-so-sell-that, and when the honest answer to a customer is, ‘Don’t buy anything else, because you have everything you need,’ our sales managers applaud that sales associate,”, B&H’s director of corporate communication says by e-mail. B&H has built a devout following. It’s one of those rare stores or brands (think Apple, Levi’s, Mini Cooper) that customers feel a part of. They gather in Manhattan, but more so on social media and on B&H’s website, which is packed with reviews, buyer guides and blog posts.

The effort, of course, is reflected in the company’s online growth. As a private company, B&H isn’t required to publicly report its revenue, but a 2012 story by The Business Journals reported that of total sales.

That proportion may well have changed, but if it held in 2014, the company’s total revenue that year would have totaled about $166 million. Content sells cameras B&H’s rich repository of customer reviews is guided by a template asking for pros and cons, experience level of the reviewer and the best uses (or type of photography) for the product. The are substantive and diverse — everything from balanced vs. Unbalanced photos to the equipment every wedding photographer needs. And there are podcasts and videos on topics from fashion photography to an exploration of how the family that founded Leica protected Jews and others from the Nazis in the 1930s and 1940s. March 10, 2016/by It takes about two minutes of talking to Sammy Castro and Steven Diaz outside the mammoth B&H Photo Video store in Manhattan to figure out that they’re the kind of fans that any retailer would kill for.

But here’s the thing about B&H: The world is crawling with B&H fans of the kind that any retailer would kill for. The multi-story, block long brick-and-mortar store is in fact a beachhead for an operation with nearly $116 million in sales in 2014, according to the latest Internet Retailer 500 report. In short, B&H is doing something right. More importantly, there are lessons to be learned in an era dominated by Amazon and at a time when retailers of all sizes are trying to figure out how to build irresistible experiences across digital devices and their physical stores. How B&H built a multichannel success in the age of Amazon • Create meaningful content — both in-store and online — that connects directly with your customers. • Train your customer service team and salespeople to help customers make decisions based on product functionality rather than cost. • Be authentic.

Stay true to your branding, your values and your story. • Engage and encourage customer participation and interaction, both on-site and in various physical and digital communities. • Be honest with yourself and your customer. The customer is not always right; but the customer is always to be respected. Talking to Castro, 26, and Diaz, 25, the B&H playbook emerges. The two are photo hobbyists, currently focused on the urban landscape. “This city is reconstructing itself at a crazy speed,” Diaz says, “so I’m just snapping some photos.” They also work on video projects for their church in Queens, with Castro being especially involved in equipping the studio they use there.

Sure they shop online, but they prefer B&H’s website to Amazon. And yes, they’ll go to Best Buy in search of bargains, but they sometimes find the inventory lacking and they feel pretty much on their own. “It’s amazing,” Diaz, who has a Canon Rebel slung around his neck, says sweeping his hand toward the store. “It’s humongous, compared to Best Buy, which has a variety of stuff.

But this dwarfs it. I’m just blown away by how much stuff it has.

Studio stuff. Professional equipment.

And then they have regular, standard stuff. Basic stuff.” B&H also offers an inspiring and instructional story. There it stands, a 43-year-old, one-store retailer that is closed on Friday afternoon and Saturday and does not take online orders on the Sabbath to honor its owners’ Hasidic Jewish beliefs. And yet, it is thriving in its brick-and-mortar business and growing rapidly online. It’s not customers; it’s community Selection is certainly a key, both online and in its physical store, which stretches along Ninth Avenue from 33rd to 34th street.

But the real secret to B&H’s success is the strong community it’s built through rich content, a consultative sales style and rapid and frank responses to complaints and negative social media. “B&H doesn’t only sell equipment,” says Castro, who usually buys online from B&H. “They also have classes.

They have a professor, or somebody who knows how to do photo shoots. With the camera, you come and they teach you how to use it.” Step into the store and you’ll immediately see what Castro means. Nearly every customer is greeted on the way in. Green-vested sales associates — who work on salary, not commission — huddle with shoppers, asking questions, nudging them toward a sensible solution or an appropriate product. For years, reviewers have remarked on the way B&H associates sometimes and possibly even better products for their needs — and how they’ve. “There are no scripts, no menus of bought-this-so-sell-that, and when the honest answer to a customer is, ‘Don’t buy anything else, because you have everything you need,’ our sales managers applaud that sales associate,”, B&H’s director of corporate communication says by e-mail. B&H has built a devout following.

It’s one of those rare stores or brands (think Apple, Levi’s, Mini Cooper) that customers feel a part of. They gather in Manhattan, but more so on social media and on B&H’s website, which is packed with reviews, buyer guides and blog posts. The effort, of course, is reflected in the company’s online growth. As a private company, B&H isn’t required to publicly report its revenue, but a 2012 story by The Business Journals reported that of total sales.

That proportion may well have changed, but if it held in 2014, the company’s total revenue that year would have totaled about $166 million. Content sells cameras B&H’s rich repository of customer reviews is guided by a template asking for pros and cons, experience level of the reviewer and the best uses (or type of photography) for the product. The are substantive and diverse — everything from balanced vs. Unbalanced photos to the equipment every wedding photographer needs. And there are podcasts and videos on topics from fashion photography to an exploration of how the family that founded Leica protected Jews and others from the Nazis in the 1930s and 1940s.

Nearly 420,000 people have subscribed to B&H’s YouTube channel and many thousands more have viewed the reviews, photo tips and interviews hosted there. The retailer’s Facebook page has received more than 640,000 likes.

Its main Twitter account has nearly 400,000 followers. It’s on Pinterest and Tumblr — and, of course, Flickr and Instagram. But B&H’s secret appears to be in the quality of the conversation, not the quantity — and its secret weapon in that regard is, who’s also the retailer’s online reputation manager and a guy who’s become to the B&H nation. Posner is ever-vigilant, monitoring what is said about B&H, investigating negative claims and customer complaints and then quickly investigating and responding, whether by apologizing, correcting or commiserating. When an online customer from Beverly Hills, California, complained on Yelp that he felt “duped” by being required to pay return shipping for a projector screen that he found to be too large for his needs, Posner jumped in. He regretted the customer’s dissatisfaction. Then he pointed out that the product’s dimensions were listed on the site — and that the store never promised free return shipping, unless the return was due to B&H’s mistake.

Answer critics quickly and clearly When news broke that the U.S. Labor Department had against B&H, Posner took to Twitter.