B&H has lost a customer

[lglass]

Over the past 5 years I have spent over $10,000 with B&H. Most of the time using the same credit or debit card. I placed an order on Wednesday for 90.00 worth of merchandise using the same debit card I had used 2 months previous. Within 5 min my account was debited for the amount of the order. After placing a call today I found that my address needed verification. One of the most arogant person I have every spoken too then demanded my account address so he could make sure it was correct with the bank. After numerous interuptions he and requests to talk to his manager he placed another $1.00 charge on my debit card and informed me my order will ship. I could see the charge as he was telling me the order is ok. Same address, same card, I changed nothing but they seem to have. what an operation.

Dennis
--
Dennis Donohue
Freelance Nature and Equine Photographer

 

[Petteri Sulonen]

Perhaps you should complain to the UN human rights commissioner?

Petteri
--
[ http://www.prime-junta.net/ ]
[ http://p-on-p.blogspot.com/ ]

 

[lglass]

--
Dennis Donohue
Freelance Nature and Equine Photographer

 

[henryp]

Over the past 5 years I have spent over $10,000 with B&H. Most of
the time using the same credit or debit card. I placed an order on
Wednesday for 90.00 worth of merchandise using the same debit card
I had used 2 months previous. Within 5 min my account was debited
for the amount of the order. After placing a call today I found
that my address needed verification.

I will reply via e-mail with details which should not be part of a public discussion. We regret your dissatisfaction and the ire it has caused. I am sorry one of our Verification department employees was rude or seemed so. I will share this with his supervisor.

When we processed your transaction we were informed electronically that there was a discrepancy in the billing address. We do not know the nature of the discrepancy (it's a go or no-go response) but we are obliged to take prudent steps under these circumstances to ensure that you are not becoming a victim of electronic piracy.

Your order is on my screen and I see no additional $1.00 added to the debit after the initial transaction. I do see that the order has been cancelled and a full refund issued. We would be happy to reconstitute the order if you wish, but I would suggest you speak with the bank which issued your debit card regarding the exact details of your bill-to address.

--
Henry Posner
B&H Photo-Video, Inc.

 

[Bob Stothfang]

if you are like me you feel insulted when someone questions your integrity, however..........

That dollar charge probably just represents a "test sounding" when he pinged your account to verify that it was a valid account. It should automatically disappear in a few days when nothing new comes through to your account.

Did you change your address recently, have it shipped to a different address from what is on your card or is this a foreign account? Anyone of these and other items will raise a red flag and usually trigger the need for a verification. They are just being cautious, and I really can't blame them. We are (or should be) cautious when selling something on EBay to an unknown person, put yourself in their shoes they need to be suspicious if any of their red flags go up with a sale.

As for the arrogant part, there is no excuse for that. Henryp from B&H is on here regularly and he can probably address that issue for you.
--
Bob

Use the preview feature before you post your message to see if you any words or letrs out. You can check your links to see if they work too.

 

[lglass]

The address has been on this card for 4 years on this account and I have lived at that address for 28 years.

They blew it or the system did, but it still doesn't mean you can be nasty to a customer.
--
Dennis Donohue
Freelance Nature and Equine Photographer

 

[Norman Cavender]

B&H is evidently helping guard you against possible card fraud, which is a growning problem in online transactions. Last month I purchased an inexpensive piece of utility software from a company I had never heard of, but had been recommended by a friend. When I got home that evening I had an answering machine message asking me to call a fraud prevention desk at an 800 number concerning possible credit card misuse. The 800 number was the same as the customer-service number on my credit card, so I called. The agent asked me several questions, including my mother's maiden name, to be certain I was the cardholder. Then he asked me if I had made the purchase, and if I was still authorizing it. It turns out the company was in one of the countries formerly part of the Soviet Union and a country that now accounts for an extensive amount of credit-card fraud.

Although I had to go through some additional steps regarding billing, I'm grateful to the rep and my card company for being properly cautious and alert.

 

[Cultured Vulture]

It seems to me that if you have spent $10K with them over the years, you must have had some satisfying experiences. Given that, you might want to give B&H a chance to make it right. I have spent that much and more with them over the years. I have had a couple of bumps, but they got corrected and I still trust them more than the rest. Everyone and every company makes an occasional mistake.
--
Respond to rudeness with civility, it really annoys them.

Regards,

JR

 

[lglass]

No my bank does that for me, I don't need B&H to do that.

I am not liable for any charges not authorized on my debit card. B&H is looking out for themselves, and although I don't have a problem with them doing that, don't do it at my expense, don't be rude to me.

--
Dennis Donohue
Freelance Nature and Equine Photographer

 

[henryp]

B&H is looking out for themselves, and although I don't have a
problem with them doing that, don't do it at my expense, don't be
rude to me.

I have already apologized for the rudeness. As far as the other, we should not be naive. Credit card fraud and identity theft costs every single one of us money every day. My wife was a victim several years ago and while we didn't have to pay out any money, it took one solid week of 8+ hour days between faxes and phone calls and visits to the police and other state & Federal folks with tight suits and crew cuts and if you think it wasn't an emotional nightmare, you're mistaken.

It's easy to say, "Oh I am protected and it won't cost me anything," until you learn how much it does cost even when you are protected.

Banks make more and more outlandish promises to current and prospective card holders to entice us to get more cards and use them more often and the same banks then place the burden of fulfilling those promises on the shoulders of retailers. This is particularly true for so-called card-absent transactions like web & phone/mail orders. The retailer is obliged, by the merchant bank contact, to do what it can to deter fraud and if it fails to do so to the bank's satisfaction, transaction fees go up or the retailer loses the right to accept credit card payments.

So, is the retailer protecting itself? You betcha! Is the retailer trying to protect the customer too? Darn tootin' it is. They're not mutually exclusive.
--
Henry Posner
B&H Photo-Video, Inc.

 

[Bob Stothfang]

Thanks Henry,

You said it a whole lot more succinctly than I did in my post above, I hope the original poster realizes that what happened was for the good of ALL parties concerned and reconsiders his position.

I have given you guys some of my money too and have always had good service.
Keep up the good work.
--
Bob

Use the preview feature before you post your message to see if you any words or letrs out. You can check your links to see if they work too.

 

[chuxter]

Dennis,

I think your "problem" is internal. You don't understand some of the normal credit card procedures and seem to feel that B&H should have known that you were a "special" customer. You reacted to a GOOD safety procedure by interpreting it as an insult. Living in upstate NY, you should be used to rude people! Sheesh...

I have not spent $10,000 with B$H...proly more like $100? I'm not a rabid B&H fan boy. But they seem to be one of the best, reliable sources today.

--
Charlie Davis
Nikon 5700 & Sony R1
CATS #25
PAS Scribe @ http://www.here-ugo.com/PAS_List.htm
HomePage: http://www.1derful.info
'I brake for pixels...'

 

[Jimsokay]

One of my cards got nailed for ten grand in one day. No one bothered to call me. I would have been thrilled if somebody had.

--
Jim

 

[Damkader]

I have spent close to $5000 at b&h in lens and other accessories. And have never had a problem. Even if they were rude to me I think I could live with it.

Just because one person might have been rude to you doesn't make it right but maybe that person was having a bad day. or maybe you were.

Whatever the reason i think i could have been better resolved with an e-mail to the person's supervisor.

Sometimes it is just better to have a break and let hot heads cool down.

I am not sure if it was just timing or company policy but about a year after i placed my last order for a gitzo tripod. Along comes the 35MM SLR handbook. I am not sure if they do that to remind previous customers that they are still around or what. but it does come in handy. Though I do have to hide it from my wife so she doesn know how much all the stuff really costs.

--
Jay
Equipment on Profile

 

[Johnny in L.A.]

B&H Photo is a first-class operation. No company of any size can be immune from a bad-apple employee, or even a good employee who's having an exceptionally bad day. Based on the response and apology of B&H in this thread, I think you should definitely give them another chance.

 

[digirob]

It seems to me that if you have spent $10K with them over the
years, you must have had some satisfying experiences. Given that,
you might want to give B&H a chance to make it right. I have spent
that much and more with them over the years. I have had a couple of
bumps, but they got corrected and I still trust them more than the
rest. Everyone and every company makes an occasional mistake.

I agree with CV.

B&H is widely considered one of the best online retailers, but anyone can have a bad day. If you cast them aisde over what sounds like a single incident then you'll likely find it difficult to remain satisfied with anyone.

Any possibility you incited the phone rep?

--
dpreview & pbase supporter
http://www.pbase.com/digirob

 

[GeoffOz]

Seems to me that the OP objected to having to give out their addy and was happy to dig their feet in.

Imagine the different outcome if the OP had said, "no problem"

 

[digirob]

B&H is looking out for themselves, and although I don't have a
problem with them doing that, don't do it at my expense, don't be
rude to me.

I have already apologized for the rudeness. As far as the other, we
should not be naive. Credit card fraud and identity theft costs

(snip)

Absolutely correct!

I've accepted card-not-present purchases for years in my business. Not only do I pay a significantly higher discount rate (merchants know what that means) but I lose many of the protections that card-present transactions enjoy. And just because I get the auth code from the clearinghouse doesn't mean squat. All that means is the card number has not been revoked, and isn't presently over-limit. Unless I can demonstrate to an ever-tightening set of rules that I reasonably vetted the sale, then I am subject to chargeback. And the higher the Dollar amount, the more "reasonable" that effort must be!

Companies like B&H engage in four and five figure sales daily -- probably even six figures on occasion. They have to be careful.

I would hope the OP understands that, like Henry so accurately described, credit card fraud costs EVERYONE. I don't blame the OP for getting upset if he was treated rudely. But if he came out shooting over some perceived insult by B&H for having the audacity to doubt his honesty, then he needs to get over it.

--
dpreview & pbase supporter
http://www.pbase.com/digirob

 

[wll]

I have done a fair amount of business with B & H and they are first rate. My camera store here in LA will match their price because they know that B&H works about as low as a legit company can go.

I totaly trust B&H and will do business with them in the future.

wll

 

[Ransom]

Seems to me that the OP objected to having to give out their addy
and was happy to dig their feet in.

Imagine the different outcome if the OP had said, "no problem"

Yep! From the tone of the OP and his unwillingness to respond to Henry's replies here, I would tend to think that perhaps the Sales Rep was out of options and simply reacted with an elicited response.

With the information available here and my own experience($1000+ -), I think I'll go with B&H. Top Notch e-tailer!!
--
Cheers! Robert..