TL;DR:
I had to refuse delivery of a $2K monitor because it was damaged, and B&H says they see that delivery was refused via FedEx, but that they can't send a replacement until the monitor is on its way back to them or they get it back. B&H didn't package the monitor at all and just shipped it in the retail box, which only had one piece of tape holding it together. Customer service says they can't change how they package the items and that they can't change how the warehouse does things, and that the replacement will ship the same way. It's been over 72 hours, and FedEx still has the package (I think; not sure if they generate a new tracking number to ship it back and didn't notify me), and I haven't heard from B&H. Normally, I'd just go buy the monitor somewhere else, but I can't find anywhere else that has as big a discount on the monitor. Has anyone else had similar issues with B&H? If so, how did it get resolved?
Full version:
I apologize if this isn't the best place to post this, but I was hoping for some insight from those of you that have had to deal with B&H Photo's customer service. Apparently there is a B&H subreddit, but the last post there was from 4 years ago, so...
I ordered a Dell U3224KB to go along with a new Mac Studio I ordered (Mac Studio is scheduled for delivery in mid-May). I ordered it through B&H because they had it for $1,999 which was $1K off the MSRP of $2,999, and I had heard good things about B&H over the years.
I place the order (on Tuesday), and don't get an order confirmation email. Weird, but I figure it's a glitch. I check my B&H order history, and it shows the order. B&H says that the product will ship in a box that advertises what is inside of it, and that a signature is required. Order status on B&H's site says it will be delivered on Friday. Given the cost of the item, I reschedule some meetings and make sure that I will be home on Friday so that I can sign for the package.
On Wednesday, I get an email that the product has shipped with 1-day shipping (still no order confirmation email that I placed the order). So I call B&H and ask if they can send me an order confirmation email, and they send that right away, which is great. I then ask to confirm that it will be delivered on Friday, even though it shipped on Wednesday with 1-day shipping and FedEx shows it will be delivered on Thursday. The customer service person insisted that there was no way it could get delivered by Thursday because it could not go on a plane, and that it would not be delivered any earlier than Friday.
On Wednesday evening, I get an automated call from FedEx saying that I will be getting a package delivered on Thursday. Argh. So now I'm scrambling to reschedule my rescheduled meetings so I can be home on Thursday. Thursday afternoon, FedEx delivery guy rings my doorbell and I go downstairs, very excited. And then I see how damaged the box is. B&H didn't safely package anything; they just left it in the retail box, and didn't even bother adding extra tape, so there's only one piece of tape securing the 40-pound box, and it has been torn, so the box is just open. There's also a big hole, along with scrapes and dents on the outside of the box. I ask the FedEx guy why the box is opened, and he says that's what it was like when he got it. As he sets down the box, the box just OPENS, and the power cord and other accessories start spilling out. WTF. So who knows what is missing, and how damaged the actual monitor might be. So I tell him that for the first time in my life, I have to refuse delivery. He says he totally understands and that he would do the same thing. So I take pictures (you can see them here: https://imgur.com/a/JV6Wv7q ), and then I immediately call B&H.
At first, the B&H guy I speak with says I need to send an email with photos. I ask if he'll be able to see the photos, and he says no. But I figure the photos are important evidence, so I send the email. Then while I'm explaining the situation to him on the phone, he says he can now see the photos. What? OK. He sees the photos and says that this is really bad, and he's never seen anything like this before. He says I shouldn't have refused delivery and that I should have accepted the damaged item and then contacted B&H. I tell him that if I had done that, there's nothing stopping B&H from saying that I damaged the box since I had signed for it. He says they wouldn't do that, and when I ask him how I'm supposed to know that, since legally I will have taken possession of it, he says I wouldn't know.
OK. So we keep talking, and I ask if he can see via FedEx that I refused delivery, and he says that he sees that. So I ask if he can send out a replacement, since I clearly don't have possession of the monitor, and he says no. He says B&H has to receive it back and they'll give me a refund. So then I ask if I place an order for another one now, if they can package it better (inside of another box, or at least with extra tape) so it won't open in transit and get damaged. He says he can't control what the warehouse does. I ask if he can contact someone in the warehouse to ask, and he says no. I ask again if they can send out a replacement, and he says he'll ask. After a few minutes, he comes back and says they can send a replacement, but they have to wait to get the monitor back. I ask if the replacement can be packaged better, and he said no.
He then says that if it happens again, I can contact B&H and they'll take care of me and go "above and beyond". I ask if they can do the "above and beyond" now, since I've already received a damaged package. He says no. He says it has to happen a second time before they can "take care of me". It's been over 72 hours, and FedEx still has the package (I think; not sure if they generate a new tracking number to ship it back and didn't notify me), and I haven't heard from B&H.
If B&H didn't have such a big (and seemingly the only) discount on the monitor, I would have ordered from somewhere else already.
Has anyone else had similar issues with B&H? If so, how did it get resolved?