B&H Customer Service is HORRIBLE!

[kachina]

I recently opened a roll of paper that I received from B&H and the first 15 or 20 feet of the roll was torn as seen in the pictures below. I called B&H this morning to see what we could work out. The customer service rep told me I had to return everything to them so they could examine it. I told him that I had to use the paper for a shoot so I cut the bad part off and recycled it after taking pictures to document the issue. He said that would not be good enough - everything had to be returned. I asked him for partial credit on another roll of black paper and he said that was against policy and I was welcome to call Savage.

I've placed more than $5000 in orders to B&H this year. This is a $40 roll of paper. They refused to even consider giving me any sort of credit on the torn paper. All I can say is that

I WILL NEVER PURCHASE ANYTHING FROM B&H AGAIN!

Their customer service is horrible as far as I am concerned. I apologize for the negative post but I had to vent!

[Michelle Allmon]

well, that sucks! i don't understand why businesses will throw away a good customer for minor issues.

[JohnT]

Escalate it to a supervisor, and I'm sure you'll get satisfaction.

[Wes]

Hmmmm.... just wait until Debbi gets out here. She just had a pretty horrible experience with B&H Customer Service, too.

[kyeoman]

I have never had good luck with B&H. They are difficult at best to deal with. Or at least they have been with me. I shop at one of the other big online camera stores. Hopefully, you can get some sort of credit for that issue.

[engstrom]

Rusty, I understand your frustration but the service reps are probably bound by policy. I agree with John, escalate it to a supervisor and see if you can't get the issue resolved.

[Michael Lyons]

wow, this is the 1st ive ever heard of anybody having a bad experience with BH

[Citex]

+1 on bad B&H service, still waiting on a refund from last week on a order that never got to me with 2nd day air UPS, package was returned to sender payed paypal and all my info and shipping is already stored in paypal so warning if you use this cause UPS couldn't find my 20+ year old address. When I called to ask what was up and why my order was late after seeing it had been delivered to another address via tracking #, it was like this "you want to pay again for new shipment or cancel" not impressed and was my first order from them.

Its all good now cause was ordering Canon ST-E2, but new 580ex II came later in week and got that instead LOCALLY. Still waiting on my refund though, I dont like how they have my funds still tied up so this still lingers.

[kachina]

Originally Posted by engstrom

Rusty, I understand your frustration but the service reps are probably bound by policy. I agree with John, escalate it to a supervisor and see if you can't get the issue resolved.

John,

Based on the CSR's attitude, I probably won't get too far with them. I'm going to save myself the rise in blood pressure and drive over to Fort Worth Camera Supply and purchase a roll from someone I know will stand behind the products they sell.

I was involved with online retail for four years and never hesitated to satisfy a customer on an issue like this. I feel that it is just bad business. I think the customer service rep should have offered to escalate it when it was clear that I was unsatisfied. I'm going to write it off as a bad experience with a company with POOR customer service practices. I am glad that it wasn't a really expensive item that I was calling about.

Rusty

[Mike G]

What kind of shape was the box in when it arrived? I have a tough time seeing how Savage paper could arrive in that kinda shape with no obvious damage to the box that would have caused me to refuse delivery. Boxed, wrapped, and taped to itself, even with massive box damage I could see it being crushed but not looking like someone tried to unroll it without removing the tape first.

[CobyPhoto]

I will use B & H for some things...but when it comes to important purchases, I usually use a local source or another vendor. There are companies out there that beat B & H's price and the customer service is HANDSDOWN better than B & H. (And they have a regular schedule...not closed on all sorts of weird holidays when I need something!)

CJ

[kachina]

Originally Posted by nitromike

What kind of shape was the box in when it arrived? I have a tough time seeing how Savage paper could arrive in that kinda shape with no obvious damage to the box that would have caused me to refuse delivery. Boxed, wrapped, and taped to itself, even with massive box damage I could see it being crushed but not looking like someone tried to unroll it without removing the tape first.

The tube was in excellent condition. The roll was well taped. I did cut all of the tape before unrolling the paper. There are usually a few short tears on the end but they were never ending tears on this roll. Not really sure how it happened. This is only my fourth roll of paper so I'm not real experienced with it yet.

[Lghtning4u]

You can do a search here for "henryp", he is a rep for B&H. Posts here every now & then!

[henryp]

Rusty:
We're sorry for your frustration and any inconvenience. We're sending you a gift card for more than 50% of the price of the roll of seamless. Our customer service guy did all he was able to do, particularly since it'd been almost a month between delivery of the paper and your call alerting us to the problem. Nevertheless, we regret causing your inconvenience and hope you find this equitable.

[JohnT]

Originally Posted by CobyPhoto

I will use B & H for some things...but when it comes to important purchases, I usually use a local source or another vendor. There are companies out there that beat B & H's price and the customer service is HANDSDOWN better than B & H. (And they have a regular schedule...not closed on all sorts of weird holidays when I need something!)

CJ

Just as a FYI, those "weird holidays" are Jewish religious holidays.