“Dear B&H…”

Part I of this story can be found here.

Thank you for contacting the Customer Service Department at B&H Photo Video and Pro Audio.

I am sorry that this item came damaged for a 2nd time and if you would like to keep this item, I can offer you $10 off of this order.

Please let us know if there is anything else we can assist you with.

Thank you, we appreciate your business.

Mendy D
B&H Photo Video and Pro Audio
The Professional’s Source.

$10? Really? Apparently, my time and the hassles they have caused me are not worth much.

Mendy,

Thank you for your reply. However, I am surprised that you think this is a fair ammends considering the patience and loyalty I have displayed and the amount of inconvenience you have caused me. I know you would not like to lose a customer just as much as I would not like to spread negative word of mouth about your company. Please let me know your thoughts.

Thanks,
Lara

Hello Lara, my name is Mendy D:

Thank you for contacting the Customer Service Department at B&H Photo Video and Pro Audio.

I am sorry that you do not find this offer satisfactory and if you would like we can take this one back as refund. I am sorry that this item came damaged and not what you expected 2 times.

Please let us know if there is anything else we can assist you with.

Thank you, we appreciate your business.

Mendy D
B&H Photo Video and Pro Audio
The Professional’s Source.

Ok, GREAT, so I have to repackage this thing and send it back now? Not to mention that I haven’t yet gotten a refund for the FIRST one I sent back.

Frankly, sending it back for a refund is unacceptable as well. I already have $43 tied up waiting on a refund for the FIRST stand I had to send back. I am not interested in holding up another $43 in a refund. If I have to send this back for a refund, you will certainly lose my business in the future.

Thanks,
Lara

Hello Lara, my name is Mendy D:

Thank you for contacting the Customer Service Department at B&H Photo Video and Pro Audio. I made you an offer if you would like to keep it, which is over a %20 discount on the item, this is a fair offer and it you would like it, please let me know.

Please let us know if there is anything else we can assist you with.

Thank you, we appreciate your business.

Mendy D
B&H Photo Video and Pro Audio
The Professional’s Source.

You can dress it up as 20%, but it’s still a lousy $10 and doesn’t begin to make up for your gross incompetence, B&H.

Giving me the choice to either keep a damaged mic stand for a measly $10 discount or be inconvenienced by having to spent time repacking the item for a return is hardly the actions of a company that actually cares about their customers. This is not the first time I’ve had to send this item back, but the second. In addition, the first time, you sent me a stand that was obviously damaged before it left your warehouse. This is the kind of service you should be bending over backwards to make up for.

What I actually consider fair compensation for my loyalty, time, and inconvenience would be for you to refund my money without having me return the stand. That would actually be the right thing to do. However, I would accept a 50% refund.

Thank you in advance,
Lara

Hello Lara, my name is Mendy D:

Thank you for contacting the Customer Service Department at B&H Photo Video and Pro Audio.

I understand your disappointment with this item and I am sorry that this has been such a hassle for you. Unfortunately this item is a very low priced item and for $10 it is almost %25 off of the item, however I will be willing to up the offer to $15, however this is the final offer, of a discount and if you do not want this, then I will go ahead and make an RMA for the return.

Please let us know if there is anything else we can assist you with.

Thank you, we appreciate your business.

Mendy D
B&H Photo Video and Pro Audio
The Professional’s Source.

Frankly, at this point, it’s not the offer they’re making, but the attitude. This person clearly doesn’t give a shit they’ve fucked up. I’m getting form-letter, insincere apologies that are completely transparent. It would stick it to them further to take their offer than to send it back. They would lose more money if I kept it, but frankly, I don’t want the shit stand anymore. I would rather send it back and give my current and future patronage to someone who actually gives an f about more than their bottom line. Someone who cares about accountability and service. The $40 they ate today could have been hundreds they made in the future, but apparently, they don’t have that kind of big-picture vision.

Mendy,

I would like you to issue me an RMA for this item. I would like to return it for a FULL refund, including the amount I paid to have it shipped to me. Please also send a pre-paid UPS shipping label for the return. There is no reason I should be forced to pay for shipping in either direction for an damaged item I cannot keep.*

Thank you,
Lara

Am I way off-base here?

*RMA sent. Full refund promised. Customer still lost. Thank you for a nearly month-long hassle, B&H Photo Video and Pro Audio.

8 Responses to ““Dear B&H…””

  1. Anne Marie Says:

    Hello Lara my name is Anne Marie:
    I don’t think that company understands the POWER OF THE INTERNETS.
    You are not offbase.
    They can suck it.

  2. Sarah Says:

    You are not off base at all, I am pissed on your behalf. Completely ridiculous. Also, Anne Marie is awesome.

  3. Stacey Says:

    I second the “Anne Marie is awesome” motion.

    Wow is that BAD customer service. Good for you for holding your ground though. I mean, I wish they had given you a complete refund AND kept the stand, but whatevs. They are a shitty company.

  4. Sharon Says:

    I agree with all of the above. That stinks. :(

  5. Vicki Says:

    What asses! I love how she keeps apologizing for the item being disappointing when obviously the customer service is the bigger issue here. Ugh.

  6. Henry Posner Says:

    We regret your dissatisfaction and the frustration it has caused. If I understand correctly, our customer service staff apologized and offered you a $15.00 discount on the $42.95 item you purchased. That’s around a 35% discount. The other option is you return the stand you have for an exchange or refund. We will be happy to accommodate whichever of these options you prefer and as I said, we regret having dissatisfied you.

    Henry Posner
    B&H Photo-Video

  7. vibegrrl Says:

    Dear Henry,

    I’ve already gone back and forth at length with your company over this issue. If you guys still think you handled this situation correctly, then you have only reinforced my decision to stop doing business with you.

    Working with your company has cost me nearly a month of lost potential business – some of said time was given freely in the interest of remaining loyal to your company, but most of it is due to the gross negligence of B&H. Perhaps if Mendy had seemed truly apologetic about the situation from the start and offered the 35% initially (which is still only $15), I might have felt differently, but what I had gotten was a half-assed, form-letter-reminiscent response that screamed unaccountability and insincerity.

    It is your lack of care for your customers that I am railing against, not the specific offer of compensation (dragged tooth and nail out of your company) that was given.

    Thank you,
    your former customer,
    Lara

    PS – That $43 was part of a $300+ order, the first of many I was likely to place.

  8. Bla Says:

    Right or wrong, they should have just taken the hit and refunded you the full amount. It’s a measly $43 and not worth losing a customer over.
    They can see that it’s part of a larger order and you are a repeat customer. Assuming that you don’t have a history of returns, this was a stupid move.

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