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  1. #1
    E-2 Bucketman Pgh_N8tv's Avatar
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    B&H NOT impressed!

    Greetings all,

    After weeks of research both online and in print and several questions asked here I finally made a decision to buy my camera. I had also decided to go directly to B&H to buy it as I was taking a trip to NYC.

    I had never heard a single bad thing about B&H; prices, customer care, etc...all been good, I had very high expectations to say the least.

    I arrived nice and early on thursday and was one of maybe 10 people waiting to get in. The doors opened and I was immediately awe struck by the sheer size of the store and everything they carry. I went upstairs to the digital department and was able to play with the model I had wanted to purchase. I had a few simple questions and the man behind the kiosk seemed less than enthused to help me and appeared "bothered" and was more interested in reading the website on the computer in front of him.

    So I head to the place to order the camera and try my luck there. Again, I was met with a "bothered" person. I asked advice on which SD card to get and instead of explaining the different options he automatically ordered one for me! I asked him about it and he said "its what you need."

    Next I asked about polarizers, I def wanted to get one. Instead of asking me which one, again he orders one for me....luckily it was the one I wanted and had researched. I also asked for a lens hood to protect my investment, instead he orders me a UV filter to "protect" the lens as they were out of lens hoods for my camera... WTF!!!! THAT went back....now I am getting unhappy....

    Lastly I asked about camera bags. I had 2 I wanted to look at. I asked him about them and he points to a young man on a computer and says "ask dat guy." was that the truth, yes the other guy was the "bag guy", but again...his customer service was severly lacking...I know this, I work in it everyday.

    I was one of the first people through the door, so the, "its been a long day excuse" doesnt cut it.

    If it weren't for some very helpful websites and very helpful folks on here I would have left with a camera I probably wouldn't want and be very unhappy with.

    In conclusion, I thank everyone on here for their great advice and help, it made my decision easy. Will I go to B&H again? Most likely....but I will thoroughly research what I need via other avenues and not rely on their advice, I will simply order it through them if that indeed is the cheapest/best way.

    Thanks again and I look forward to posting some pics in the near future.

  2. #2
    Captain of the Ship Photo-John's Avatar
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    Re: B&H NOT impressed!

    The B&H culture is definitely different for people who aren't used to it. It may appear less than friendly and may end up feeling like poor customer service. I think it's a combination of NYC and Hasidic culture. They want to take care of business and keep the customer moving. For those of us who don't live in the Northeast, that can feel rude. But it just is what it is. And the most important things - integrity, reliability, price, and selection - B&H has those covered. In the end, those of us who are loyal customers of B&H go there to get what we need, not for someone to be nice to us.
    Last edited by Photo-John; 09-16-2008 at 08:34 AM.
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  3. #3
    E-2 Bucketman Pgh_N8tv's Avatar
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    Re: B&H NOT impressed!

    Quote Originally Posted by Photo-John
    The B& culture is definitely different for people who aren't used to it. It may appear less than friendly and may end up feeling like poor customer service. I think it's a combination of NYC and Hasidic culture. They want to take care of business and keep the customer moving. For those of us who don't live in the Northeast, that can feel rude. But it just is what it is. And the most important things - integrity, reliability, price, and selection - B&H has those covered. In the end, those of us who are loyal customers of B&H go there to get what we need, not for someone to be nice to us.
    I grew up and spent the first 30 years of my life in the North East, so I understand the culture.

    The man that took care of me was not Jewish.

    I understand about the price, reliability, integrity and I mentioned that in my previous post.

    Pretty surprised by your last line there. Sounds to me like you expect to be treated poorly wherever you go and by whomever you encounter, not sure of that is part of your personality or what. I was nothing but polite and preempted both my conversations that I had never been in this store before and am just getting started in photography.

    Again, B&H has great selection and good prices. However if you are going to go there, do your homework and have a good idea of what you want.

  4. #4
    Learning more with every "click" mjs1973's Avatar
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    Re: B&H NOT impressed!

    I have never been to the store, but I buy a bunch of stuff from them online. I have only had to call them a couple of times, but when I did, the NYC attitude comes across very strong. As someone who has worked at a company that prides it's self on great customer service, I find the attitude a little off putting. It's not just B&H. I had to send my tripod into Bogen in Ramsey, New Jersey a couple weeks ago. It was the same thing.
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  5. #5
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    Re: B&H NOT impressed!

    Quote Originally Posted by mjs1973
    I have never been to the store, but I buy a bunch of stuff from them online. I have only had to call them a couple of times, but when I did, the NYC attitude comes across very strong. As someone who has worked at a company that prides it's self on great customer service, I find the attitude a little off putting. It's not just B&H. I had to send my tripod into Bogen in Ramsey, New Jersey a couple weeks ago. It was the same thing.

    That's just a by product of New York/Jersey attitude. My wife is from Queens and fortunately she isn't like alot of the people there.(I'd never gone out with her if she was.)

    Anyhow I have been to B/H in NY and had no problem. It was a very busy day with 20-50 people in each line of each section. The Hasidic Jews are deffinately a breed of their own and some of the customers with that rude NY attitude,which seems rude to those of us that don't live there, can be annoying. But I pretty much don't buy anything that I don't but there. There mail order is excellent and it's hard to find anyone with cheaper prices. And there expedience with waranty and return work is very good.

  6. #6
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    Re: B&H NOT impressed!

    I think that's the same everywhere of any wholeselling store you're bound to encounter unenthusiastic, minimum wage disgruntled retailers .. especially in such a sizable store. The UV filters do protect the lens, he was right about that, many find them useless these days. I don't know why you would want a lens hood to protect your lens, that will help decrease the amount of stray light entering or interferring with the image but it won't protect the lens. I've never known of B&H having a store, I always thought of them as an online retailer.

    I don't really see anything wrong with the way you were treated at that particular store..sure it wasn't pleasant and being you weren't treated like the king's guest but .. what do you expect from a wholesaler with thousands of daily customers?

  7. #7
    Custom User henryp's Avatar
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    Re: B&H NOT impressed!

    Pgh_N8tv:
    I am sorry to read about this uncharacteristic experience and regret we disappointed you. I could pursue this further and share it with our sales managers (who could then review it with our sales staff) if I could better ID you or the transaction.

    I'd be grateful if you could e-mail me with the B&H order number or with some way to ID you, which would lead me to the transaction. Our sales database will have a record of who assisted you and we can use that constructively to improve.

  8. #8
    Captain of the Ship Photo-John's Avatar
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    Thanks!

    Thanks, Henry. Always nice to have you give use a visit. And it's good to see someone from B&H being proactive about a customer service issue.
    Photo-John

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  9. #9
    E-2 Bucketman Pgh_N8tv's Avatar
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    Re: B&H NOT impressed!

    Mr. Posner,

    I appreciate your concern in this matter. Email sent to your BH account.

    Thanks.

  10. #10
    Custom User henryp's Avatar
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    Re: B&H NOT impressed!

    Quote Originally Posted by Kajuah
    I don't know why you would want a lens hood to protect your lens, that will help decrease the amount of stray light entering or interferring with the image but it won't protect the lens.
    I have to disagree. I was a full-time pro for 20+ years before coming to B&H and I've shot everything from high school kids to pro sports. In my experience the physical protection a lens hood affords is as important as its ability to deter flare by blocking stray light. I wouldn't shoot w/out a hood anymore than I would without shoes.

    Quote Originally Posted by Kajuah
    I've never known of B&H having a store, I always thought of them as an online retailer.
    We have the entire block on 9th Ave between W33rd and W34th Sts. Two floors with about 70,000 sq ft of retail space.

    Quote Originally Posted by Kajuah
    ... what do you expect from a wholesaler with thousands of daily customers?
    B&H is a retailer, not a wholesaler and what I expect from our sales associates is what I expect to receive where I shop -- good service, sound advice and a modicum of appreciation for my business.
    Last edited by henryp; 09-16-2008 at 11:59 AM.

  11. #11
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    Re: B&H NOT impressed!

    Working with sales people is an hit or miss thing I guess. I have been places where people are making way over Min wage and been treated off handed, and I have been places where you know they maybe make Min wage and been treated like a king.

    I bet if you watched them interact with others it would have been the same for the other people to. I take them all in stride. Whats rude to you may seem ok to me. My wife and I see it like that sometimes. She will say that sales erson was rude and I will say when?

    Well atleast you got the camera and acc you wanted.

    Hope to see your pics soon

  12. #12
    E-2 Bucketman Pgh_N8tv's Avatar
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    Re: B&H NOT impressed!

    To all,

    I have exchanged emails with Mr. Posner and we had a good discussion regarding what transpired during my visit to B&H.

    Although I had been initially taken back by my first experience there I do understand that these things certainly occur from time to time.

    Since my visit I have purchased over $200 of additional gear from B&H via online and will continue to use them as they have exceptional pricing and a vast inventory.

    The correspondence I shared with Mr. Posner will allow me to continue my relationship with B&H with confidence and I would not hesitate in going back there.

    Thanks for listening!
    Last edited by Pgh_N8tv; 09-16-2008 at 07:07 PM.

  13. #13
    project forum co-moderator Frog's Avatar
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    Re: B&H NOT impressed!

    It speaks HUGE volumes for henry and B&H to respond here and to deal personally with Pgh's problems.
    I'm guessing that Henry and maybe others spend the time to look at reviews given them on the internet to be able to answer and respond to criticism.
    I AM VERY IMPRESSED!
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  14. #14
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    Re: B&H NOT impressed!

    I realize this is an old thread, but I'm new here and reading through a lot of old threads. This particular thread struck a nerve because I've had such a long relationship with B&H. I have ordered from them many times since probably the late 70s or early 80s, nearly 30 years ago; back when it was still called "mail order." Over all these years, and thousands of dollars spent, they have never disappointed me. When I need something, B&H is the first place I go. My latest order was submitted a week ago and was shipped less than 24 hours later.

    I sometimes feel a little guilty about not using a local dealer, but my local dealer usually wants a LOT more money for the same item, and won't make any attempt to even try to come close to the B&H price. And if it's anything high end or unusual they'll have to order it, and it will take far longer than me just ordering from B&H in New York. I am a loyal B&H customer. They have earned my trust and loyalty.

    JP

  15. #15
    Liz
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    Re: B&H NOT impressed!

    Quote Originally Posted by Curmudgeon
    I realize this is an old thread, but I'm new here and reading through a lot of old threads. This particular thread struck a nerve because I've had such a long relationship with B&H. I have ordered from them many times since probably the late 70s or early 80s, nearly 30 years ago; back when it was still called "mail order." Over all these years, and thousands of dollars spent, they have never disappointed me. When I need something, B&H is the first place I go. My latest order was submitted a week ago and was shipped less than 24 hours later.

    I sometimes feel a little guilty about not using a local dealer, but my local dealer usually wants a LOT more money for the same item, and won't make any attempt to even try to come close to the B&H price. And if it's anything high end or unusual they'll have to order it, and it will take far longer than me just ordering from B&H in New York. I am a loyal B&H customer. They have earned my trust and loyalty.

    JP
    JP - just to add to your experience with B&H. I'm in northern NJ and frequently stop in at B&H when I'm in NY. And sometimes B&H is an incentive for me to go to NY because I love to stop in there just to visit. I enjoy just saying hello to some of their staff who have been there for all the years I've been going there. The store is really a fun place and should be on every photographer's list of fun places to visit when in NYC. Of course, it's hard to get out of there without a purchase - it's a photographer's toy store!

    I just purchased 2 IPods there at Christmas (one for a friend). One of them had a defect. When I called B&H the person I spoke with said he would try to get the replacement out that day, even though it was late morning. I got the IPod the next morning. B&H paid the shipping costs for the return (the IPod was already "free shipping").

    I agree it's a great store.

    Liz

  16. #16
    Member tayl0124's Avatar
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    Re: B&H NOT impressed!

    Quote Originally Posted by Kajuah
    .. what do you expect from a wholesaler with thousands of daily customers?
    Actually, when you open a B&M store you became a retailer, with a wholesale operation in the backroom.
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  17. #17
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    Re: B&H NOT impressed!

    Quote Originally Posted by tayl0124
    Actually, when you open a B&M store you became a retailer, with a wholesale operation in the backroom.
    What could that possibly have to do with B&H Photo?

  18. #18
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    Re: B&H NOT impressed!

    I have bought a few things from B&H and the prices are great as well as the speed of delivery. Part of my item was broken on arrival and yes they did attempt to make me happy and replace the broken item but they only sent me half of what i needed....so i am mixed about them

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