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dcisive wrote:
I thought I'd share the B&H response to a scathing response to their lack of follow up regarding those that make a purchase of a pre ordered item and never providing decent follow up.
You recently completed a B&H Customer Service Satisfaction Survey and gave us valuable feedback concerning your shopping experience. I apologize for the wait on your Pre order. We depend on the manufacturer for updates, I assure you that our buyers are working diligently to fulfill all customer orders as quickly as possible. As soon as we receive an update, we will email you with any news regarding your order. It is not a matter of being tight lipped and not wanting to share the information. The issue is we can’t share information we don’t have; we can only guess from past experiences but for the last 3 years when it comes to new items the manufacturing, assembling and shipping of these products are unpredictable. I apologize an agent gave you an exact date as we don’t have one at this time. I assure you all orders are being fulfilled in the same order we received them.
We do appreciate your purchases, as we know you have a choice where to shop. If you need further assistance, please reach out to our customer service department via phone (800-221-5743), chat, or email at xxxxx.
Best regards,
Sergio J Consumer Marketing | Customer Advocacy Team Lead
B & H Photo - Video - Pro Audio Tel # 212-239-7500 / # 800-606-6969 Website: www.bhphotovideo.com
Reference: Order #:
Survey Submitted: 5/28/23 6:12 PM
Disliked:
Since in the past I'd never gotten an accurate or honest answer regarding expected delivery times for a newly released product, and had a nice concise answer from a previous conversation with another rep, I called once again to confirm what she said was true. 2 other reps BOTH stated they had NO such information, having NO idea how that other rep could have told me what she did, and finally stated they had NO idea when they could expect more product to fulfill order like mine, and finally could not say in any way, shape or form I had any possible chance of seeing the product the next order they had coming in. Years ago (I've been buying many thousands of dollars from B&H since the early 2000's) I was always able to be told an accurate time format that I might receive a newly released product I ordered. Now they are so tight lipped it is nothing but frustration. I know many other photographers that purposely won't buy from B&H on a new release as they more easily get it from another dealer. I really feel you folks need to lighten up your ability to let people know what to expect. And don't say you never know as I was in retail and KNOW that a manufacturer will send an email correspondence to let a dealer KNOW when a shipment has been made with an arrival date. Its NOT rocket science nor a secret. Please B&H get your act together in this regard.
Liked:
The representative (female) I spoke to was very good at finding out some information I wanted to know regarding my expected delivery time for a newly released product. She assured me that the manufacturer (Nikon) was shipping another order to you 1st week of June and that according to the information in front of her, I would indeed be able to have my camera and lens delivered from the expected coming order. This was the best results from inquiring about a pre ordered item I've ever had......but see the "Disliked Most"...Show more →
This is unbelievable. You did exactly the same thing, and created exactly the same drama when you ordered a Z9 from B&H. Either you like the drama or you are insane (insanity defined here as doing the same thing over and over again and expecting a different outcome). Either way…not healthy.
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