I am very unsatisfied with BH! I bought almost 1000 dollar in the beggining of the february and I dont receive my products until now ( end of Setember). I called every week to know any news about my products and I receive each time one different answer! It is impossible!! 8 month waiting is too much.!!

I've bought thousands of dollars worth of stuff from B&H and it seems that nearly every time I place an order that is expensive (like a camera body or lens), the order doesn't even ship for several days.  
 
My last order was placed on September 28, 2005 and was in stock. It's now September 30th and I have not seen shipment for it yet! On September 29th, I phoned Customer Service and was told that I needed to speak with the Verification department. Why did B&H not contact me to verify my order if I needed to speak with them? I was not emailed or phoned.  
 
I spoke with the Verification department (btw, everything is current on my credit card and I'm shipping to the billing address) and they PROMISED me that my order would ship out on the 29th. They lied because it's now the 30th and my order still has not shipped out.  
 
Again, this is not an isolated case. I've had this exact problem in the past with more than one order.  
 
B&H failed to deliver on their promise, a fact which I am very dissatisfied with. They should not make a promise to customers and then not live up to it.  
 
 
UPDATE 12/18/08:  
 
I placed an order on their website for an item that showed 'in stock'. B&H took my money and even gave me a delivery date for my order. I later received an email stating basically 'Whoops, the item is not actually in stock but thanks for paying us anyway". Isn't it 'false advertising' or something to list an item as 'in stock' just to lure people into placing an order and taking their money when you can't actually fill the order?

This review was modified by its author, mediahound, on 12/18/08 5:31 PM.

I ordered a Tiffen 67mm UV Haze-2A filter. What I got is a 62mm filter in a 67mm case. I wanted to exchange but the service department drags on and hasn't sent a replacement after a week!

B&H Photo-Video-Pro Audio, is a good store overall, BUT I just wanted to warn people that are considering buying large home theatre systems or any other product that has a large shipping charge. I bought an Onkyo S870 Home theatre system and the shipping was over $100 dollars. The system arrived in working order, but ALL of the silver speaker covers were very dirty and stained. For a $700 dollar system this is unacceptable. I called B&H, and they told me that they would replace the system but they would have to charge me shipping! So, even though it was their fault, they were charging me another $100+ dollars. This was frustrating considering the high price of the order. I finally just took it upon myself to professionally clean the speaker grills .  
So if you order somthing that costs a lot to ship, just be prepared to pay that amount again just to have it repaired or replaced.  
 
------------------------------------->  
 
IN RESPONSE TO B&H's COMMENT: (Aug.24.2005)  
 
This is exactly what I expected you guys to do and say. If you keep such good records on customer service why don't you have a record of my call? Of course you don't do anything about the problem when I call and try and resolve the matter, but just deny everything when I expose your appalling and inexcusable customer service on resellerratings. I fully understood beforehand that shipping was expensive but that is not why I am offended. YOU NEVER OFFERED TO PAY FOR SHIPPING and were extremely disrespectful towards me for even asking. Or are you going to lie and deny that too? The packaging was not sealed with OEM Onkyo sealant tape, it was sealed with B&H packing tape. Seeing the horrendous condition that my order arrived in I was sure that I was sent a refurbished model by mistake. It only makes the matter worse when you reply with malicious and untruthful comments just because I exposed your inability to be courteous and help your customers. All I wanted was a simple replacement. I have never ever been treated this badly by a company. You absolutely deserve my "dissatisfied" rating of your store. I, nor anyone I know, will ever order anything from B&H again.  
Maybe this will serve as a warning to your customer service (if you decide that you want to improve your business) so that you may avoid huge mistakes like this in the future.  
I also stand firmly behind my WARNING TO ALL CUSTOMERS THAT ARE CONSIDERING A LARGE ORDER, SIMPLY DON'T PURCHASE AT B&H, you will be very disappointed!

This review was modified by its author, sorenmd, on 8/24/05 3:31 PM.

I usually have no problems when I have a transaction at B&H, my last order was an exception.  
I purchased two items, one of the items was a photo jacket, I relied on the website specs and either the jacket is mislabeled or the specs are not accurate since I was not a good fit, and I am unable to wear it.  
In the case of the second item, I did not receive what I had ordered (Kata E-702) but was sent a Kata E-704)  
I requested that they both be returned but only received return number for both items...  
Needless to say, I will buy both of these items locally to make sure I get the proper item and size.

This review was modified by its author, zenel, on 8/28/05 11:10 PM.

Purchased - Century Precision Optics 3x Ultra Fisheye for Sony VX2100.  
 
I had heard rumors that Sony had changed the bayonet mount on some of it's newer VX2100 camcorders, and that as a result this lens might not fit properly. So before even thinking about ordering the lens, I contacted Century to get some answers. Sure enough, they said that there had been a problem with the bayo mount, but that it had been corrected on the newer batches. With this in mind, I EMAILED AND PHONED BH Photo Video to see if this would be a problem. The email I received back said that it wouldn't. To confirm, I spoke with a person from the Consumer Video department and related to him the details of my email from Century, the problem that might occur, and the month in which I bought my VX2100 from them. In a flat monotone he said, 'no, it should work fine.' And that was it. Although I felt he was trying to make me feel like an idiot for asking such a question, I felt somewhat assured that he knew what he was talking about. Fast forward to two weeks later, and I receive my lens here in Australia. Guess what? It has the exact problem that Century described to me, and that I asked the BH rep about before making the purchase. I feel completely cheated and will never shop at BH Photo Video again. From all the contact I've had with them they seem rude, complacent, incompetent, and totally unconcerned with satisfying their customers.  
 
I will call them tonight (morning in New York) but from past experience I don't expect them to be very helpful. If by some miracle they are, I will remove this review.  
 
UPDATE: With Century's help I was able to get the lens to fit. Their customer service was absolutely outstanding. BH should take note.  
Contrary to what HenryP says, Century told me that Sony had infact made the ears on their bayonet mounts thicker, and that's what was causing the problem.  
 
UPDATE:  
 
Dear Mr G.......  
 
All .3x ultra fisheye lens adapters, stock # 0DS-FEWA-SB, fit the Sony  
VX2100/2000 and the PD-170/150 cameras.  
The problem had to do with thicker bayonet ears on the later version  
cameras. It should not be a problem now, as we have allowed for more  
range in our bayonet mount. Even if you have an older manufactured  
fisheye, we can change the mount adjustment in a few minutes to accept  
all the cameras.  
 
I hope this information has been helpful.  
 
Best Regards  
 
John S.  
 
> Schneider/Century Optics  
> 7701 Haskell avenue  
> Van Nuys, CA 91406  
>  
> Phone :800-228-1254 Ext 126.  
 
So he's lying?

This review was modified by its author, Daniel G, on 8/23/05 9:25 AM.

After getting "B&H Error" a few dozen times, it finally went through. It just kept going in circles--everytime I would tell it to check out, I would get the error page!  
I've spent over $7,500 with B&H and my last 2 times ordering through them have been awful. The last time I ordered overnight shipping & didn't receive the package for 3 days! And neither UPS nor B&H will refund the difference in shipping price (since I should have paid for standard shipping rather than overnight since they can't seem to deliver overnight!)  
Overall, I'm not very happy with them at all right now.  
I guess spending $7,500 plus an addiitional $1300 doesn't really matter to them--Even though it clearly states on their customer service page"we are committed to nothing short of excellence regarding the support we provide to all our customers before, during and after your sale" and it continues on to say " you will find our B&H Customer Service Support Staff to be concerned, knowledgeable and helpful. Remember, we are not satisfied until you are." Laughable.

Not the best pricing or website, but deffinetly fast service. I personally prefer more pictures and other visuals on a website.  
 
I ordered at 3 PM Tuesday, UPS droped the package off at 4:30 on Wednesday. Given I am in the 1 day area, its still fast for an order placed that late in the day.  
 
Shipping rates are great comparing to some of the other online retailers for 3 day shipping.  
 
 
I ended up getting a defetive part. Even though I placed the order 5 days in advance knowing that I would have it for the weekend. In the end, they were unwilling to ship if overnight so that I could have it for the weekend. I then went to a local store and found the item, although it was a bit more expensive, it worked.

This review was modified by its author, poldim, on 8/24/05 11:01 AM.

I paid for their UPS 3-Day shipping; they shipped it on Tuesday, it was due at my door on Friday. When it didn't come on Friday, I called UPS. Turns out that UPS had misdirected the package, and that I would get it Monday or Tuesday the next week. UPS also told me that I (which means B&H) would get refunded the shipping charge. When I called B&H customer services, someone calling himself Moishe basically told me to pound salt. IOW, they would take the refund and I would get nothing. My only recourse is to 1) tell the story here; and 2) dispute the charge when I get the AMEX bill. At least that way, it'll cost B&H more going back and forth with AMEX than it would have to simply done the right thing and passed on to me the UPS refund for the missed shipping date.  
 
__Ricardo Birmele

I ordered a lens, camera case and Compact Flash card for a 20D. The camera case was not as big as advertised and I received a SD card and not a compact flash card. I did not realize I had received the SD card until I opened it and tried to put it in. They would not take it in return.

NY BAIT & SWITCH OPERATION  
Purchased a DELVCAM Monitor which was advertised to include several accessories. When item arrived, it was discovered that 5 of the items were missing. Over the course of the following week B&H said they were "investigating." On 6-1-05 I contacted them for the third time, they claimed to have left a voice-mail (not true), stating that the items were not supposed to be included. After speaking with a manager, he stated that it was THEIR mistake on the advertisement and I could PURCHASE the accessories. Obviously this is in violation of consumer protection laws. I attempted to speak with his supervisor, who he did not know the last name of, and attempted to speak to the owner, who everybody claims they do not have a telephone number for.  
 
DO YOU HAVE A SIMILAR COMPLAINT? File a complaint with:  
New York State Attorney General:  
http://www.oag.state.ny.us/complaints/html/comp_consumer.html  
A complaint also filed with: Massachusetts Attorney General for Interstate Internet Violation - File complaint through NY AG office AND your State's AG Office, also:  
Better Business Bureau, Metropolitan NY Office -  
As well as dispute with Credit Card Company.  
 
UPDATE TO RESPONSE:  
 
I did wish to purchase the item with the accessories - and I did purchase the item they ADVERTISED with the accessories. Only after it was shipped, and a week of calling and getting no response from their "crack" Customer Service did they tell me THEY made the mistake and REFUSED to HONOR their Advertisement. Again, I would HIGHLY recommend avoiding this seller.

This review was modified by its author, Trooper2705, on 6/4/05 12:57 AM.

I bought a camera at B&H Photo Video in 02/16/05. At that point, the maximum delivery time was 40 days.  
After the deadline without receiving the equipment, I called B&H and I was informed that in two weeks the equipment would be delivered.  
After two weeks, I called them again asking for a final position over this subject and I got a terrible customer service where I was told that the equipment would be delivered until the end of the next week.  
After this, a few other promises for delivery were given with out the actual equipment being rendered and after each new attempt to contact them new fake promises were repeated.  
At the beginning of May, every time I called asking about information, the customer representatives would mention that the order was about to be released and others would say that they did not have neither information nor any expected date for delivery.  
After the expiration of the last given date (05/18), I called them again to try to talk to the manager to ask for a money reimbursement, with the purchase cancellation. After a few attempts, I managed to be assisted by a person called Stewart, which informed me that due to problems with the delivery, this order would be delayed for at least 40 days. I told him that it would be impossible to wait for all this time and that I would request the purchase cancellation. He informed me that he would be requesting the cancellation of the purchase and that in 7 business days the amount paid would be reimbursed on my credit card.  
After the date informed by Mr.Stewart…, I called again B&H on 05/31 to try to get a position over my money reimbursement. I tried to reach the management but could not through, since the customer representatives would be transferring from one side to the other. When I managed to talk to somebody, I was informed that my case was going to be analyzed.  
I would like to know o the reasons for such a ridiculous procedures since I have done my part that was to purchase an equipment and pay it accordingly and B&H after not even delivering it continued to impose a lot of obstacles in to the case.  
Today 104 days have gone by and I am in a situation that I don’t have the equipment and I don’t even know if I will get my money back.  
The evaluation that I have from B&H is that it is not a serious company and that it treats its customers with no respect and has a horrible customer service after the sale is done.  
I do not recommend this company to anybody and if it would depend on me: “B&H never again!”  

This review was modified by its author, Taka_Andre, on 6/1/05 1:34 PM.

MAY 24 UPDATE: As of this writing, after much deliberation, all is well.  
B&H refunded the cost of the computer, as well as the shipping.  
 
Mr. Posner replied to my email inquiry about the delay in issuing the refund, stating that it's normal for there to be a delay in the bank chain. I accepted this explanation. A couple of days after that, my credit card online status showed the credit applied to the account was equal to the cost of the computer and the shipping. So, it took about a month all told from order-to-return-to-refund.  
 
I'm satisfied B&H refunded the cost of item and shipping. It would have been easier and faster for all concerned if the customer's wishes were fulfilled at the outset, however.  
 
Also, it must be noted that Mr. Posner never apologized for the condescending tone he included in his first reply to my review here. That says a lot. The tone he expressed at the outset was a driving force behind my efforts to educate the public here online.  
 
In his opinion, however, he contends there was no condescending tone. Read his first reply, particularly the part about my family friend not "having the good sense" to open a damaged box, breaking the shipping seal, and you might not agree with Mr. Posner's expressed attitude toward the customer. I have no doubt, though it's only my opinion, that if the box were opened, as Mr. Posner seemed to think was best, the return would have been much harder, and possibly confined to a replacement only, rather than full refund.  
 
 
To reiterate, item was accepted for return, shipping was paid by B&H Photo-Video.  
I received no apology.  
 
B&H Photo Video has a good reputation. Better than most. That's why I chose them in the first place. Their good name was built on years of sales and quality merchandise. But that doesn't help you when you are the 1 in 100 who gets burned, and is faced with emails, calls, repeating the same story over and over again, waiting, waiting, waiting over a dispute which may or may not end in your satisfaction. I think as a walk-in shop, avoiding the online store, you would be in good shape. But, in terms of the online purchasing, I would have to maintain my assessment of "not recommended".  
 
Also, in closing, I would like to state that it was my writing to these online review sites (I submitted to over a dozen online sites my experiences with B&H Photo Video) which turned the tide, in my opinion. It was here, at Resellersratings.com that I first saw anything from the apparent head of customer service Henry Posner. And then, it was only to offer a rebuttal to my review. Only after several more reviews and many emails did he contact me personally. If I were in charge of B&H and I saw a customer was deeply dissatisfied and had written a thoughtful and detailed online review of a sale and delivery problem, I would contact that person as soon as possible. I wouldn't send out a rebuttal first without contacting the customer at all until well after that. Also, I would call them personally.  
 
I live in Tokyo, Japan. But I grew up on the East coast of the U.S. I guess I have grown accustomed to excellent service living here in Tokyo. Maybe I'm spoiled. Maybe not. Maybe I'm just remembering an American service industry which was a heck of a lot better in days gone by. (have you travelled by airline lately?)  
 
This would never, ever have gone this far here in Japan. No matter what, I would have had customer service CALLING ME right away, even after hours, long after they've closed, trying to satisfy me to make it all right. I would have had apology after apology. I would have had not only the return and shipping paid, but I would have received a "gift" to correct any bad feelings and clear the air. That's how you do business. That's why Japan is leading the world in product quality and service. Period.  
 
You may be asking, then why didn't I just buy from Apple Japan? (the item was a new iMac G5). Two reasons, either one conclusive.  
 
First, the item was a birthday present for a family friend in Maine, USA, so therefore, buying one here, and sending it there would be out of the question. Secondly, due to Apple's overseas trade agreements, it is practically impossible to purchase a new English language mac in Japan.  
 
Hopefully, sites like this will improve customer service and quality of merchandise in America. I sincerely hope so. Businesses live or die on word of mouth. So, it pays to listen to the customer. Successful businesses will, failing ones will not. It's that simple.  
 
Robert  
-----------original review and updates cut for space----

This review was modified by its author, humbleservant, on 5/23/05 9:53 PM.

Well, I must be one of the unlucky ones....just my luck. And to add, this was my first buying experience with B&H. I ordered two items:  
1. Manfrotto 680B Monopod,  
2. Manfrotto 484RC2 Mini Ballhead.  
When I received the package, BOTH, I repeat, BOTH items were NOT in new condition. The Monopod was missing a spring among other things and the Mini Ballhead had deep scratches, markings & bolt-tampering indicating a previously returned item. The Mini Ballhead also did not come with a warranty/ registration card. These are a good bunch of folks, but why are they trying to sneak out used merchandise? All I can say is returning the package the next day was hassle free. NOW, I'm waiting patiently for my refund. B&H is closed for 10 days,(Passover) and as a result, I'll get my refund in 11 days.  

I have ordered 2 times from BH in the past. The second time i recieved the package very fast. Now, there's a problem with the third order. I ordered a step-up ring for my camera. The order date was 4th March, 2005. I live in Estonia. I used the least expensive USPS, that would take 1-2 weeks.  
 
So 2 weeks passed, i sent an e-mail and they said, that USPS may take 1-6 weeks. Now today the 6 weeks have also passed. I sent an e-mail again and the answer was: wait another 45 days!!! I am going mad right now. I am finished with waiting, I have waited 35 days and now they say, that i have to wait another 45!?. And they won't answer my e-mails, when i ask the traking number, so the post office could find out, where the product is stuck.