Title: A Cautionary Tale for Small Business Owners: My Experience with B&H Photo Video
As a small business owner, particularly in the competitive landscape of eCommerce, choosing the right vendors for essential equipment can significantly impact operations. I recently navigated a challenging experience with B&H Photo Video that serves as a crucial lesson for anyone reliant on their services for business equipment.
Background: The Need for a Production Printer
Running a wall art print business on Amazon entails efficient production and timely order fulfillment. To enhance my operations, I decided to invest in a Canon imagePROGRAF PRO-4600 printer, a significant investment priced at $4,200. This purchase was made through B&H Photo Video using their Payboo credit card, with a promised delivery timeline of 5–9 days.
The Timeline of Challenges
Unfortunately, the situation quickly spiraled into what can only be described as a stressful ordeal. Here’s a timeline of events:
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Late April – Early May: The freight carrier, ABF, lost the shipment. Each day of delay translated into missed opportunities for order fulfillment on Amazon. During this time, I changed my business location and reached out to B&H multiple times to update the delivery address. Despite their assurances, no action was taken for over two weeks.
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May 11: Frustrated, I opted to rent a truck and hire movers, incurring an additional $200 to retrieve the printer from the carrier’s terminal myself.
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Setup Day: Upon finally receiving the printer, I discovered it was defective. The hardware error EC15-2E23, coupled with issues such as a faulty ink supply system, shipping damage, and missing components rendered the $4,200 investment effectively useless.
Engaging with B&H on a Resolution
In seeking a remedy, I was met with further complications. Instead of offering repairs, a B&H representative suggested that I purchase a second printer, priced at $5,300, on my personal credit card, assuring me that the new printer would be delivered and the defective one would be collected for a swift refund.
- May 26: The second printer arrived, and the defective unit was picked up. However, as of June 9, I have yet to receive my refund. My calls to B&H resulted in being redirected to ABF Freight, despite the fact that my customer relationship is with B&H, not the freight company.
In an attempt to resolve the situation, I engaged with ABF, spending two hours on the phone only to discover that my returned printer had been languishing in their warehouse since May 26 because B&H failed to provide the necessary return instructions or pay for return shipping.
Current Standing
As it stands, I am:
- Paying installments on a defective printer I returned ($4,200).
- Accruing approximately 30% APR on my personal credit card for the replacement ($5,300).
- Covering $200 in truck rental and moving costs.
- Experiencing significant revenue loss on Amazon due to my inability to fulfill orders without a functional printer.
Every aspect of this ordeal is documented, including order records, pickup confirmations, and photographic evidence of defects. I have initiated a demand letter and am in the process of filing a billing dispute with Synchrony, with plans to escalate the situation further through complaints to the New York Attorney General, the Better Business Bureau, and the Federal Trade Commission if necessary.
Conclusion: A Lesson Learned
B&H Photo Video has long enjoyed a solid reputation, one I trusted enough to invest $9,500. However, based on this experience, I strongly advise fellow small business owners to think carefully before relying on their services for mission-critical equipment. Should a problem arise, you may find yourself facing unfulfilled promises and a lack of accountability, leaving you to manage the fallout alone.
If anyone has successfully navigated corporate escalation with B&H, or can provide advice on expediting a refund when a retailer fails to coordinate with their own carrier, your insights would be immensely appreciated.
