[bandhphoto]

Originally Posted by columbus

This is not intended to be a B&H bashing post, but to highlight how their business practices can financially disadvantage non US customers.

We regret this unfortunate situation and the distress it has caused you. Under separate cover I am sending you a $25.00 B&H gift card which you can use for any future purchase here. I appreciate this is not the same as a refund but it is the very best I can do and I hope will be received in the spirit of reconciliation with which it is being sent.

In order to deter credit card fraud and identity theft we have verification processes in place. For non-US customers we will ship to the customer's home or to a business address only if it's in the same country as the home or to a USA residence address. In addition, the credit card must have been issued in the same country as the residence. That was not the case here. Wire Transfer would have been an option.

Originally Posted by astra

Since it is their fault (isn't it? there is no rule that billing and posting addresses must be the same?), they should refund the loss.
I bought both of my sony readers from them and both times they where excellent.

I am glad to know your purchase here was satisfactory. In fact there is a rule that billing and shipping must match.

Originally Posted by rhadin

Your customer service response is a typical B&H response. Its attitude has been for quite some time that they have enough business and don't need mine.
When I worked in New York City I would occasionally go into their store. You could do cartwheels and handsprings and still be ignored.

I hope my reply here is an indication that you are mistaken about our attitude. Our store sales associates generally are not the pushy commission-only types who hound customers with "Can I assist you?" inquiries constantly. We don't pay commissions and we expect our sales associates to be polite, informative and available but not aggressive.

Originally Posted by Kali Yuga

They are correct in that the discrepancies in exchange rates are not B&H's fault, nor did they profit from it. It's your credit card issuer's fault, and they are the ones who are charging you.

Thank you.

Originally Posted by columbus

The fact that the card is from a British bank has nothing to do with it...I think B&H charge your card in full & then (according to their t&c) take a week to refund you so they have free use of your cash.

The fact that your card and your home are from different countries had everything to do with it. B&H has no use of your cash once we've initiated the refund. US UCC regulations permit banks considerably more time to route refunds than they take to place charges. I do not know why this is so, but it is. We processed your refund immediately and from then until your bank confirms the funds have been restored to your account there is nothing we can do to speed the process.

I don't think anybody will send goods of any value these days to an address different to the card billing, even within the same country.

We will. We will ship to your job if it is a different address in the same country but the credit card must be from the same country as well.

Originally Posted by Fbone

B&H is not permitted to bill you for goods before shipping.

I am afraid you are mistaken.

Originally Posted by brecklundin

Henry is a FANTASTIC guy and very sincere in making sure things get fixed when confusion happens. I have spent $1000s with B&H and friends have spend 10x-20x that with them and, sure things go wrong but B&H is one of the most ethical companies I have ever dealt with and I am as fussy as can be in retailers and mfg's standing behind their products and services.

WOW! Thank you. This is very gratifying.

Originally Posted by columbus

I will mail henry as you suggest, but I shall not hold my breath for a reply form a public email address.

Woe unto ye of little faith. I appreciate you're upset but don't you think I deserve the benefit of the doubt until I actually blow you off?

Originally Posted by astra

I really hope they resolve the issue. Until now, I have heard only very good opinions about them.

Thank you.

Henry Posner
B&H Photo-Video