B&H Customer Service

[Dante Cruz]

Recently I wanted to purchase an RTX 2060 but they were not yet available here in mexico, but I had watched sponsored videos in LTT youtube channel that B&H had international shipping so I went ahead and checked their site to check RTX 2060 availability which it was in stock as per their website. So I went ahead and proceeded with my order, they did in fact have the option to ship to Mexico obviously making an additional charge for the international shipping which I did not mind I know this has an additional cost as well as taxes I lived in the US for 12 years I know what and how international shipments go about. Everything went fine, placed the order, my account was charged, received the notification stating the confirmation of my purchase and saying it would take around 24-48 hours for it to ship out which until this point I was like '' This is freaking awesome, smooth and easy´´ That same day just a couple of hours later I receive a notification stating my order was cancelled, nothing specified, it clearly stated that if I wanted more information on this to call their confirmation department which a went ahead and did. So I called and someone picks up the phone, asks for my order number, name etc... and their answer is ''Your order was cancelled on our end, any other question?´´ and I responded ´´ Is that it? nothing else?´´  which to rep responded ´´Yes dude, I will not jump into details, that is all you need to know´´ I kept on asking for just a small detail, I mean I was already charged for it, I needed to atleast know refund status or at least he could tell me how long that to take to be credited back. The rep just kept on telling me ´´That is all, nothing else to say´´ 
At this point I got upset by the way I was treated so I didnt give up there and made another call. On the second attempt I get someone differente I do not remember their names but this second guy was very nice and he actually gave me the information that I needed to know. He told me that their was an issue in the bank to bank transaction and something went wrong although It the payment went through, he also was kind enough to tell me that it would take around 3-5 business days for the refund to be credited.

 

5 days Happened and nothing was credited back yet so I went a head and sent them an email asking for an update on the refund. Their first respond was

 

Thank you for contacting the Customer Service Department at B&H Photo Video and Pro Audio.
The refund was issued on 1/23 and can take 3-5 business days to post from bank to bank.
Please let us know if you require any further assistance.
Thank you, we appreciate your business.
Malcolm H

 

My answer was,

Subject: has Refund been issued?
What happens if it takes longer than the 5 days and the refund has not come through yet ?

 

Theirs,

 

Hello Dante Cruz, my name is Malcolm H:
I would give it a few more days.
I would recommend you contact your bank to clarify where the refund is since we issued it. 
Please let us know if you require any further assistance.
Thank you, we appreciate your business.

...................

...................

I contacted the bank everything is working fine, Ive been receiving deposits and transaction for India, US and UK .

There has not been an attempt of deposit or refund from B & H Foto & Electronics Corp, its now been 10 days... and nothing.

I dont know what to do at this point, their customer service seems to be very poor and dont really seem to be wanting to help.

 

I just recently put a new rig together based on LTT Youtube channel advice according to the What CPU to Buy - Late 2018, I can SEE what you Bought Online! - Viewers choice series.....

I mean eveything I bought was was on Newegg and amazon... except for the dumb graphics card and Oh my... I wish they had it available instead of going through this pain with B&H

I can just let those 349 USD plus shipping and taxes slide by and just dont bother anymore with them.

 

I dont blame LTT for this or my self for going with B&H on the attempt to buy a graphics card...But I just want to share how the experience has been with them on the attempt so that maybe other international Buyers think about their purchase with B&H twice.

[eira]

My best guess is that your bank (or B&H's bank) might just be taking a bit longer than usual to process the transaction. 

 

[Dante Cruz]

2 minutes ago, 1kv said:

My best guess is that your bank (or B&H's bank) might just be taking a bit longer than usual to process the transaction. 

 

Hopefully, Thanks for helping me stay positive after all, I´ve been trying to stay positive but god, their customer service has been really awful 

[SansVarnic]

1 hour ago, Dante Cruz said:

Hopefully, Thanks for helping me stay positive after all, I´ve been trying to stay positive but god, their customer service has been really awful 

Sounds like they were pretty responsive and helpful, that's indicative of good service. I think the bank is the hold up here not b&h. When refunding banks across borders it takes extra time and depending on the bank being used.

[Syntaxvgm]

typically refunds take longer than payments. This is more the banking system than B&H, I believe this is because it's an ACH transfer, but I could be wrong. 

[Lady Fitzgerald]

I've read in the past that B&H customer service was good unless there was a problem, then it went south in a hurry. I know I have asked them questions fairly recently via their email and never received responses to them.

 

Also keep in mind they observe the traditional Sabbath and every other Jewish Holiday (which I don't have a problem with, before any of you accuse me of being antisemitic) which means they are frequently incommunicado

 

International money transfer protocol may be the issue but you should be getting answers for what is going on. Talk to your bank to see what they can say and/or do.