Beware B&H new shipping methods!!!

Rob Tobler · Apr 25, 2004

I think the point that B&H does not get is that no matter what they do to train folks in using the airbags the packaging method is sub-standard. There is not a thing they can do to make the airbags protect the products like the peanuts did. If their worry is the envornment, then use the darn bio-degradable peanuts.

I have received two separate orders from then since this all started and both got to me with at least big dents in the boxes (if not altogether torn apart). Both times I got an email back from B&H stating that the "problem has been taken care of". Unless this means that they are not using the darn airbags anymore (which it doesn't) then the problem is NOT taken care of. I have since then ordered two lenses ($1,600+ each) from other retailers (paying extra for the lenses) just to have the peace of mind of knowing they would arrive intact. Maybe losing some of the business is what it is going to take to get the point accross.

Bottom line: Having extra instruction for your shipping dept on how to use airbags is NOT the answer B&H. Hope you are listening.

dustin said:
I just received a D2H from B&H and it was packaged really poorly.
There wasn't any packaging at all on one of the sides. Kind of a
bummer that I spent $3200 on a camera and they couldn't spend an
extra 2 cents on shipping it.

--
http://www.pbase.com/tobes

Jim101232 · Apr 25, 2004

Excellent point Astro. I fully agree. If we all would follow this practice I am sure the packaging and UPS problem would be fixed quickly. The problem is that most of us are not tough enough on such bad practices and just put up with it. I like your recommendation and will follow it in the future.
Thanks
Jim

AstroPax said:
chester bigs said:

The lens box was totally mangled

Click to expand...

Personally, I refuse to purchase a lens if the lens box is not in
perfect condition. I consider the lens box to be part of the
product.

Also, if and when I sell any of my lenses, I like to provide the
buyer with the original, un-mangled box.

So, if B&H (or anyone else) ever sends me a lens with a mangled
lens box, I'm not even going to open it...I will immediatly return
it as damaged goods for replacement/refund.

-Astro

---
AstroPax Photography
http://www.xmission.com/~hound/astropax/index.htm
---

Jim101232 · Apr 25, 2004

Good point Steve.

How do you know if you are getting a return that had gone through internal road damage.

Steve Cutter said:
50mm
17-40
10D

Steve

Harvey Elmore said:

From B&H today

I am aware of, but have not yet waded through, the dpreview
conversation.
The issue of packaging with airbags was addressed internally
recently in a
meeting between our General Manager (my boss) and the manager of the
warehouse involved. My understanding is the problem will not recur.
-- -

regards,
Henry Posner
Director of Corporate Communications
B&H Photo-Video, and Pro-Audio Inc.

Click to expand...

--
Steve Cutter

Rob Tobler · Apr 25, 2004

Yes....They have switched to UPS.....sadly........I would gladly pay extra to get things FedEX. For one thing, if UPS says three day shipping you can pretty much guarantee it means "it will take at least three days", where Fedex will get it there in no more than three days (sometimes sooner). I ordered an item 3-day shipping from B&H. It got to the docks (UPS) in Austin in one day and sat there two days before getting on the truck for delivery. I know its the small stuff, but I routinely get Fedex 2-day stuff (small packages) overnite.

Paul T. Klein said:
ZH said:

Just curious if the new packing method was used in UPS or FEDEX
packages?

Click to expand...

My lens came UPS.

--
http://www.pbase.com/tobes

Jim101232 · Apr 25, 2004

Why would we want to cut B&H any slack on this issue? Packaging is not a new science and we all know how a valuable breakable item should be packaged. B&H for some reason decided to screw up thousands of orders by going to very poor packaging. If they treat my valuable item like this how can I trust they do not mishandle my expensive lens before packaging. I will never buy from B&H again as I can no longer trust them.

Suwon said:
I ordered 2 Nikon lenses ( 17-37mm/F2.8 and 70-200mm/F2.8 ) and a
bag from B&H 3 weeks ago and I received my stuff 2 weeks later
after I placed the order. They just put all things in a huge box
with some plastic bags which are almost no use and the lenses can
move in the box easily. When I received the box, it was broken and
the original maker packaging boxes of the lenses were also broken.

I decide that I will never buy anything from B&H any more.

Henry Posner/B&H Photo-Video Inc. · Apr 26, 2004

Shakmatay said:
I've ordered equipment from B&H in New York for 3 years now. Always
had great service. Packages were always packaged with styrofoam
peanuts "surrounding" the product so as to cushion the impact of
forces on the box.

EXCEPT in the last three weeks, I've had 3 separate orders all
delivered in totally PATHETIC condition...

I am VERY concerned about this, as is our Management, but from Shakmatay [[email protected]], which is all the info in your forum profile, I cannot identify these transactions. PLEASE e-mail the details to me.

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

Henry Posner/B&H Photo-Video Inc. · Apr 26, 2004

fishguy said:
Yeah, me too. I just received an Epson R800 printer. The shipping
box was just big enough to get a few of those "pillows" in on one
side - and the short side at that!! Everything was fine this time
but who knows about next time?

I am VERY sorry you're dissatisfied, but in fairness, this took place during February. Ordered 2/9, shipped 2/10 & UPS says delivered 2/11.

I understand we deserve a certain amount of heat and when we do, we do, but fair's fair and calling this "just," is just a little bit of a stretch, isn't it?

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

Chomper · Apr 26, 2004

Wow, I was about to order a D70 from B&H but ordered from Adorama because they gave me the option to order one online. I was planning on buying the 70-200 AF-S lenss from B&H also but after this, my business is going to Adorama. Along with buying a SB-800 and assorted other things.

Quite sad, I think B&H needs to learn some serious customer service techniques because they don't seem to get it. Great companies listen to their customers and take care of the problem. B&H obviously doesn't get it from what I can tell on these forums. $3000+ for a equipment is no joke to those who have to make their living off it and spend their hard earned money.

Also, if UPS ever forged my signature, I would press charges because to myself, that constitutes fraud and I would not tolerate that.

FedEx has always been very good with the packages I've been sent through them. They are also open later than UPS when I need to go to the shipping center to pick up the packages.

Overall, sorry to say, but B&H lost my business except for but the smallest things.

Henry Posner/B&H Photo-Video said:
Shakmatay said:

I've ordered equipment from B&H in New York for 3 years now. Always
had great service. Packages were always packaged with styrofoam
peanuts "surrounding" the product so as to cushion the impact of
forces on the box.

EXCEPT in the last three weeks, I've had 3 separate orders all
delivered in totally PATHETIC condition...

Click to expand...

I am VERY concerned about this, as is our Management, but from
Shakmatay [[email protected]], which is all the info in your
forum profile, I cannot identify these transactions. PLEASE e-mail
the details to me.

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

--
Just shoot! =)

Henry Posner/B&H Photo-Video Inc. · Apr 26, 2004

Chad Gladstone said:
New shipping peanuts are not only environmentally friendly, but
also edible. They are made out of puffed wheat and other cereals.
I found this out when I saw my two year old chomping on one and
after the shock had subsided, I tasted one and it was...not bad at
all!

They're also MUCH less effective. They're prone to disintegration and when they do they leave a fine and nasty dust. If exposed to moisture or humidity they become soggily useless. To top it all off, they attract roaches and other vermin.

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

Henry Posner/B&H Photo-Video Inc. · Apr 26, 2004

Paul T. Klein said:
My recent experience with B&H goes like this. Ordered 70-200vr and
had it shipped to my parents house. UPS delivered the box, rang
the doorbell and just left. SNIP// What do you think of UPS just
dropping off the parcel? Are they supposed to get a signature?

UPS has "safe" addresses where they don't feel it absolutely necessary to get your sig, BUT recently we got our system and theirs in sync and now, if the parcel value is $600.00 or more, they HAVE TO get a human sig, no matter how 'safe" they think your address is.

Back in February, when this order was shipped, we hadn't gotten completely up to speed with UPS's system, but we now are.

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

qian su · Apr 26, 2004

I think that B&H will not only lose you, but lot of other's business. I don't what happened in their management. Maybe they want to save every penny.

Chomper said:
Quite sad, I think B&H needs to learn some serious customer service
techniques because they don't seem to get it. Great companies
listen to their customers and take care of the problem. B&H
obviously doesn't get it from what I can tell on these forums.
$3000+ for a equipment is no joke to those who have to make their
living off it and spend their hard earned money.

Also, if UPS ever forged my signature, I would press charges
because to myself, that constitutes fraud and I would not tolerate
that.

FedEx has always been very good with the packages I've been sent
through them. They are also open later than UPS when I need to go
to the shipping center to pick up the packages.

Overall, sorry to say, but B&H lost my business except for but the
smallest things.

Henry Posner/B&H Photo-Video said:

Shakmatay said:

I've ordered equipment from B&H in New York for 3 years now. Always
had great service. Packages were always packaged with styrofoam
peanuts "surrounding" the product so as to cushion the impact of
forces on the box.

EXCEPT in the last three weeks, I've had 3 separate orders all
delivered in totally PATHETIC condition...

Click to expand...

I am VERY concerned about this, as is our Management, but from
Shakmatay [[email protected]], which is all the info in your
forum profile, I cannot identify these transactions. PLEASE e-mail
the details to me.

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

Click to expand...

--
Just shoot! =)

Henry Posner/B&H Photo-Video Inc. · Apr 26, 2004

Henry Posner/B&H Photo-Video said:
fishguy said:

Yeah, me too. I just received an Epson R800 printer. The shipping
box was just big enough to get a few of those "pillows" in on one
side - and the short side at that!! Everything was fine this time
but who knows about next time?

Click to expand...

I am VERY sorry you're dissatisfied, but in fairness, this took
place during February. Ordered 2/9, shipped 2/10 & UPS says
delivered 2/11.

I understand we deserve a certain amount of heat and when we do, we
do, but fair's fair and calling this "just," is just a little bit
of a stretch, isn't it?

I owe fishguy an apology. I apologize. I did not see the date of his post when I entered the reply copied above. My fingers were going too fast for my brains and I am sorry.

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

Henry Posner/B&H Photo-Video Inc. · Apr 26, 2004

Ken Plotkin said:
If this problem is stll going on, I'd expect Henry and his boss to
take another butt-kicking trip to Brooklyn.

AMEN!!

FWIW, I have gotten photos from very happy customers whose individual items were wrapped all over in bubble-wrap and then the carton padded ALL OVER with air bags, so while I do not deny we may have an issue, I believe substantial progress has been made.

Also, here's something to consider -- almost NONE of this stuff is being returned broken AT ALL.

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

Henry Posner/B&H Photo-Video Inc. · Apr 26, 2004

Greg Gebhardt said:
All they could say was it UPS fault. I never in 10 shipments even
had a damaged box when they used the peanuts.

Different situation. You reported to us that the outer carrton had been bashed in but the contents were unscathed.

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

Henry Posner/B&H Photo-Video Inc. · Apr 26, 2004

Jim said:
There are much better places to buy photo equipment than B&H.
Considering price, packaging and polite people.
I will no longer buy from rude New York sales people.
I have an issue with my local UPS monkey

And WE'RE rude? Calling a person a "monkey," isn't rude?

--
Henry Posner
PERSONAL opinion.

Ron Frank · Apr 26, 2004

Is that what you are suggesting....Or R U just complaining about the way it was packed even if there was zero damage....

If there was no damage, then IMO get over it. If there was damage from how it was packaged, return the product to B&H.

Complaining about something that you are not returning or was not damaged IMO is rather pointless...

Ron

jjolly said:
I wish I'd taken a few pictures as I opened my package but it
looked OK on the outside.

jjolly

GeeJay said:

Greg Gebhardt said:

Shakmatay said:

Hi all,

FYI...

I've ordered equipment from B&H in New York for 3 years now. Always
had great service. Packages were always packaged with styrofoam
peanuts "surrounding" the product so as to cushion the impact of
forces on the box.

EXCEPT in the last three weeks, I've had 3 separate orders all
delivered in totally PATHETIC condition...

All of my recent shipments used some plastic air bags placed on TOP
of the product, BUT on the BOTTOM of the box it was ONLY lined with
a measly quarter inch of that skinny little air bubble strip!!!

Consequently, my $800 Nikon 80-200 lens was literally shaking in
the box as I held it in my hands. And when I opened the package,
the Nikon box was so battered that it literally FELL APART in my
hands! The glued flaps that keep the Nikon box together had been
completely come undone.

If this were a one-time occurance, I might understand, but this has
now happened 3 times on 3 shipments of expensive lens.

They're simply throwing some air bags on top of the box, but
leaving the SIDES and BOTTOM virtually exposed to impact.

I'm very disgusted with this. Has anyone experienced RECENT
problems of this nature?

--Shakmatay

Click to expand...

All they could say was it UPS fault. I never in 10 shipments even
had a damaged box when they used the peanuts.

--
Greg Gebhardt in
Jacksonville, Florida
http://www.pbase.com/greggebhardt

Click to expand...

--
GeeJay
Let's try B&H's Fed Ex shipping option. I'm going to do that and
I'll let you know how the package looks when it arrives with lense
inside , I hope in good shape.
GeeJay

Click to expand...

mpeltier · Apr 26, 2004

But honestly if I ever need something and they don't have it my next stop is going to be B&H.

I am sure that if you could prove that the people you dealt with treated you badly then B&H would deal with it. Why would they want you to shop somewhere else?

As far as the UPS guy/girl. Grow up, pick it up at the warehouse, file a complaint with UPS, etc. Because they (B&H) choose to use UPS doesnt mean they are liable for what your local UPS person does.

And to be honest with you, how many stores actually have people that go to a web site such as this and answer questions/complaints, etc?

Your whole argument is like saying your local McDonalds has a rude cashier between 0700-1200 three days a week so you are never going to eat at McDonalds again anywhere.

.

Henry Posner/B&H Photo-Video said:
Jim said:

There are much better places to buy photo equipment than B&H.
Considering price, packaging and polite people.
I will no longer buy from rude New York sales people.
I have an issue with my local UPS monkey

Click to expand...

And WE'RE rude? Calling a person a "monkey," isn't rude?

--
Henry Posner
PERSONAL opinion.

Duck1 · Apr 26, 2004

Talked with them at B&H today. Seemed to be concerned with what has happened to my items and how thew were shipped. May have this worked out. I'll let you know when I get to try out my new stuff.

BigPixel · Apr 26, 2004

Henry Posner of B&H takes the time to come here, ask for specifics from the original poster so that he can look into the situation and all you two boneheads can do is enter the thread to moan and complain some more? Give the man a chance to sort things out.

qian su said:
Chomper said:

Quite sad, I think B&H needs to learn some serious customer service
techniques because they don't seem to get it. Great companies
listen to their customers and take care of the problem. B&H
obviously doesn't get it from what I can tell on these forums.
$3000+ for a equipment is no joke to those who have to make their
living off it and spend their hard earned money.

Also, if UPS ever forged my signature, I would press charges
because to myself, that constitutes fraud and I would not tolerate
that.

FedEx has always been very good with the packages I've been sent
through them. They are also open later than UPS when I need to go
to the shipping center to pick up the packages.

Overall, sorry to say, but B&H lost my business except for but the
smallest things.

Henry Posner/B&H Photo-Video said:

Shakmatay said:

I've ordered equipment from B&H in New York for 3 years now. Always
had great service. Packages were always packaged with styrofoam
peanuts "surrounding" the product so as to cushion the impact of
forces on the box.

EXCEPT in the last three weeks, I've had 3 separate orders all
delivered in totally PATHETIC condition...

Click to expand...

I am VERY concerned about this, as is our Management, but from
Shakmatay [[email protected]], which is all the info in your
forum profile, I cannot identify these transactions. PLEASE e-mail
the details to me.

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

Click to expand...

--
Just shoot! =)

Click to expand...

--
BigPixel / Hawaii

wwd · Apr 26, 2004

Just got my 70-200 VR tonight from B&H (NY to OR). Yes it was done with air pillows. No the lens box was not wrapped. All the pillows were on one sdie, the lens box on the other, in contact with the outside box. No apparent damage. Thankfully Nikon does appreciate the quality of their product. The lens was well packed in the Nikon box, in its padded cordura carry case. I do not feel that there was any damage done here. BUT the possibilities are endless.

It it obvious that any thing packed with these air pillows will simply migrate to bottom and side of its container. There is no method to secure the pillows around the internal contents.
Perhaps a pillow arrangement with a center area for the contents???

--
wwd in Aloha

Beware B&H new shipping methods!!!

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