B&H Photo - Pro Audio False Advertising - BAIT AND SWITCH New York
B&H Advertised a Delvcam monitor on their website, with 7 accessories listed as "Included." Upon receipt of the package, 5 of these items were missing. Customer Service was contacted on 5-23-05 - their response was that the items should be there, and asked me to check the empty box again. They said they would check into and get back to me. On 5-26-05, with no reponse, I called again, and was told that it was still "Under Investigation."
On 6-1-05, with still no reponse, I called again, and was told that it was THEIR mistake in the advertising, and that the 5 items should not have been listed. They offered to sell the missing items (of course) to me. My complaint of I already purchased these items (as I did since I made the purchase believing their advertisement) I should be shipped them at no cost. The lower level manager I spoke with refused to do anything other than offer the Included items for sale. He refused to put me through to his manager. I asked for the owner, and the Customer Sevice Rep said He did not have a number for the owners office or secretary. Very Shady Operation, NYC has a huge problem with "Bait & Switch" shops. I filed complaints with the NY Atty General, NYC Consumer Division, BBB Of NYC.
If all else fails, I will be purchasing the missing items seperately (From someone else of course) and filing a small claims lawsuit to re-coup the cost + Court Costs. I would definitely not recommend buying anything from these people.
David
Weston, Massachusetts
U.S.A.
5 Updates & Rebuttals
bumpyroad
Middletown,Maryland,
United States of America
they've treated me fine
#6General Comment
Wed, April 18, 2012
I have dealt with B&H for many years and they are one of the three New York camera stores that I will do business with. Although I am sure the problem existed as specified, and should have been handled in a more satisfactory manner this firm should not be lumped in with all of the other similar stores. If their ad did state that all items were included you should have either received them or received a full refund.
Mere Image
Boone,Iowa,
United States of America
I have a problem with B&H's response...
#6Consumer Comment
Fri, December 03, 2010
First they claim the OP is lying basically and knew he didn;t buy the complete kit, then in the same rebuttal they admit they had an error in their listing and fall back on a disclaimer that appears to give them free license to change the terms of sale at any point in the game for any reason.
The problem is, they prove themselves dishonest by claiming the OP is commiting fraud and then admitting that they did have an erroneous lisitng.
What this tells me as a consumer is that your company should not be trusted, quite frankly I'm more inclined to believe this was a case of willful bait and switch than a consumer trying to get one over on your company.
Henry
New York,New York,
U.S.A.
B&H replies
#6UPDATE Employee
Thu, July 28, 2005
On May 19, 2005, David placed an order for one (1) Delvcam DELV-PRO56 5.6-Inch LCD Monitor with Mirror Image Feature, includes AC Adapter and Cables, for NTSC; Mfr# DELVPRO56 B&H# DEPRO56. The item's price at the time of his order was $199.95. It included the following accessories:
Video and Audio Cables
AC Adapter
1 Year Manufacturer's Warranty
At the same time, the monitor was available in a kit described as, Delvcam DELV-FP1 5.6-Inch LCD Monitor with Mirror Image Feature, Field Pack includes AC Adapter, Battery, Charger and Case, for NTSC; Mfr# DELVFP1 B&H# DEPRO56K. The kit has a higher price ($249.95) and includes the following accessories:
Video and Audio Cables
Battery Charger
AC Power Supply
Carry Case
BP-88 Battery
1 Year Manufacturer's Warranty
David wishes to own the kit for the price of the a la carte monitor. He ordered the monitor, paid for the monitor and received the monitor.
In subsequent conversations with David we explained this to him, offered him discounts on the accessories he sought but had not purchased, and generally made substantial efforts to reach an agreeable compromise, not because we'd erred or owed him anything other than what he'd already received, but as a matter of customer-focused service. David has declined every offer.
David's current claim is based, in part, on what appears to have been a typographical error on our site. Our site's disclaimer states, Prices, specifications, and images are subject to change without notice. Not responsible for typographical or illustrative errors. Manufacturer rebates, terms, conditions, and expiration dates are subject to manufacturers printed forms.
In closing, David wants merchandise valued (at the time of his transaction) at 249.95 for the 199.95 he paid when in fact he received exactly the merchandise he paid for. It is worth noting further that David had the opportunity to return the purchased merchandise for a full refund at the time he first complained. He elected not to avail himself of that opportunity either.
John
Memphis,Tennessee,
U.S.A.
Another New York 'Scamera' Shop
#6Consumer Suggestion
Sat, June 04, 2005
It's really a shame. B&H used to have a very decent reputation in the photo mailorder community. They literally were the last of the honest NY photo shops. Not any more. I suspect they felt that they had to lower themselves in order to compete with the other NY & NJ photo outfits.
Play it safe...... AVOID all web/mailorder photo businesses in the NY and NJ areas. Also, avoid any that advertise in photography magazines. There are several well known web sites that carry a nice selection of photo gear at great prices and with very decent service. USA warranties and full packages are the norm, not the exception. No 'verification' phones calls ever needed and no hassle to buy very overpriced, no-name accessories.
Dave
Rumney,New Hampshire,
U.S.A.
One More Step check-rated system
#6Consumer Suggestion
Sat, June 04, 2005
At least one popular photography magazine (heavy on the ad content) has a check-rated system for its advertisers - if you do find it, check out what advertisers agree to, and if this place is checked and has violated the agreement, send the magazine your complaint as well.
Seeing your post here confirms my opinion of many photographic advertisers out of NY. I would have certainly taken the steps you already have.
Good luck!