Fedex delivers an empty box from B&H

[avianb]

I received two packages yesterday, one containing my new lens and one that was supposed to contain a circular polarizing filter that was included with the lens. The smaller package had a small hole on the top and when I opened it I found a piece of bubble wrap, a thin white piece of plastic and a cash register receipt inside. Nothing else. Guess it wasn't exactly empty because it contained those items :-D but it should have contained the filter. I don't know if the hole on top was big enough for someone to remove the filter but then who knows. Maybe whomever packed that never put the filter inside. At least the lens was inside its package.

I contacted B&H and the customer service rep with whom I spoke told me to check through everything carefully and make sure it wasn't wedged in between something. There was no place where it could be wedged. I even checked out everything in the package that the lens was in and NO filter. He told me that I would be sent a filter and that I should receive an email regarding shipping. Instead today I received an email stating that my claim is being processed and that someone will contact me in 5 days.

I was very surprised and disappointed to receive a package with no filter inside but also disappointed that the email I received was not what I had expected as per the rep. I tried to call today but customer service was already closed. Didn't realize that it closed at 2P. Will call on Sunday.

Has anyone else received an empty box from B&H? How long did it take them to replace the missing item?

 

[Mark B.]

I received two packages yesterday, one containing my new lens and one that was supposed to contain a circular polarizing filter that was included with the lens. The smaller package had a small hole on the top and when I opened it I found a piece of bubble wrap, a thin white piece of plastic and a cash register receipt inside. Nothing else. Guess it wasn't exactly empty because it contained those items :-D but it should have contained the filter. I don't know if the hole on top was big enough for someone to remove the filter but then who knows. Maybe whomever packed that never put the filter inside. At least the lens was inside its package.

It happens. I manage the department that receives all the parcel packages at my company, and we've had that happen.

I contacted B&H and the customer service rep with whom I spoke told me to check through everything carefully and make sure it wasn't wedged in between something. There was no place where it could be wedged. I even checked out everything in the package that the lens was in and NO filter. He told me that I would be sent a filter and that I should receive an email regarding shipping. Instead today I received an email stating that my claim is being processed and that someone will contact me in 5 days.

I was very surprised and disappointed to receive a package with no filter inside but also disappointed that the email I received was not what I had expected as per the rep. I tried to call today but customer service was already closed. Didn't realize that it closed at 2P.

Their hours are very clearly posted on the website.

Will call on Sunday.

Has anyone else received an empty box from B&H? How long did it take them to replace the missing item?

The rep indicated you'd get an e-mail confirming the shipment within 5 days. Sunday is 2 days away. Not sure what else they could tell you that they haven't already; it sounds like they're handling it as they should. Bear in mind they'll have to make a claim with FedEx for the missing package. I'm sure they'll be waiting even longer for a resolution on the claim.

Mark

 

[avianb]

I received two packages yesterday, one containing my new lens and one that was supposed to contain a circular polarizing filter that was included with the lens. The smaller package had a small hole on the top and when I opened it I found a piece of bubble wrap, a thin white piece of plastic and a cash register receipt inside. Nothing else. Guess it wasn't exactly empty because it contained those items :-D but it should have contained the filter. I don't know if the hole on top was big enough for someone to remove the filter but then who knows. Maybe whomever packed that never put the filter inside. At least the lens was inside its package.

It happens. I manage the department that receives all the parcel packages at my company, and we've had that happen.

I contacted B&H and the customer service rep with whom I spoke told me to check through everything carefully and make sure it wasn't wedged in between something. There was no place where it could be wedged. I even checked out everything in the package that the lens was in and NO filter. He told me that I would be sent a filter and that I should receive an email regarding shipping. Instead today I received an email stating that my claim is being processed and that someone will contact me in 5 days.

I was very surprised and disappointed to receive a package with no filter inside but also disappointed that the email I received was not what I had expected as per the rep. I tried to call today but customer service was already closed. Didn't realize that it closed at 2P.

Their hours are very clearly posted on the website.

I didn't check the website first. My mistake. I assumed they would be open until maybe one or two hours before sundown.

Will call on Sunday.

Has anyone else received an empty box from B&H? How long did it take them to replace the missing item?

The rep indicated you'd get an e-mail confirming the shipment within 5 days. Sunday is 2 days away. Not sure what else they could tell you that they haven't already; it sounds like they're handling it as they should. Bear in mind they'll have to make a claim with FedEx for the missing package. I'm sure they'll be waiting even longer for a resolution on the claim.

Mark

No, the rep did not mention anything about five days. He said I would get an email regarding shipment. Instead I received an email that the claims dept would contact me in 5 days. This is not what the rep told me. I do understand they have to file a claim with Fedex but being contacted in 5 days by claims dept is not the same as receiving a shipping email.

 

[Schrodingers_cat]

Holiday closings notwithstanding, B & H will almost certainly make you whole. They are very customer focused.

 

[avianb]

Holiday closings notwithstanding, B & H will almost certainly make you whole. They are very customer focused.

Hope you are correct. Just weird to get that empty box but on another website someone posted that he received a package from B&H that contained a sheet of bubble wrap and a receipt for the items he purchased but the items were missing.

 

[a_c_skinner]

That is perfectly reasonable service.

 

[Chris Wolfgram]

I received two packages yesterday, one containing my new lens and one that was supposed to contain a circular polarizing filter that was included with the lens. The smaller package had a small hole on the top and when I opened it I found a piece of bubble wrap, a thin white piece of plastic and a cash register receipt inside. Nothing else. Guess it wasn't exactly empty because it contained those items :-D but it should have contained the filter. I don't know if the hole on top was big enough for someone to remove the filter but then who knows. Maybe whomever packed that never put the filter inside. At least the lens was inside its package.

I contacted B&H and the customer service rep with whom I spoke told me to check through everything carefully and make sure it wasn't wedged in between something. There was no place where it could be wedged. I even checked out everything in the package that the lens was in and NO filter. He told me that I would be sent a filter and that I should receive an email regarding shipping. Instead today I received an email stating that my claim is being processed and that someone will contact me in 5 days.

I was very surprised and disappointed to receive a package with no filter inside but also disappointed that the email I received was not what I had expected as per the rep. I tried to call today but customer service was already closed. Didn't realize that it closed at 2P. Will call on Sunday.

Has anyone else received an empty box from B&H? How long did it take them to replace the missing item?

 

[riveredger]

That is perfectly reasonable service.

 

[dpcane]

Same thing happened to me, sort of. I ordered a lens from them, got the lens box but it was empty. Package wasn’t messed with.

 

[CMCM]

Same thing happened to me, sort of. I ordered a lens from them, got the lens box but it was empty. Package wasn’t messed with.

And I got a package in which the side was totally busted open, no bubble wrap, no receipt, but the lens was in there. The lens box was fine, it didn't appear to have been opened, and I tested it heavily for a good 3 weeks. B&H said I should send it back if I was worried, so they left the choice to me. I've been conflicted....the lens seems fine, it's a good sharp copy, but I feel a tiny bit paranoid that something may go wrong later. I can't know if the lens was thrown out of the box with the packing and receipt, and then perhaps stuck back inside and delivered. It's the weirdest box I've ever received from B&H, totally out of the ordinary because it had no sealing with the usual B&H tape on it.

I even took a photo of the box as it was delivered by a sheepish looking Fed Ex guy (he kept the open side towards him so that when he handed me the box along with a second one, I couldn't see the open side.

 

[avianb]

That is perfectly reasonable service.

In what regard?

Ditto!

 

[avianb]

LOL I told the rep that the only thing that was inside of the box besides the receipt, plastic strip and bubble wrap was air.

 

[avianb]

Same thing happened to me, sort of. I ordered a lens from them, got the lens box but it was empty. Package wasn’t messed with.

The lens was submicroscopic. :-D

I assume they sent you the lens in a timely manner.

 

[avianb]

Same thing happened to me, sort of. I ordered a lens from them, got the lens box but it was empty. Package wasn’t messed with.

And I got a package in which the side was totally busted open, no bubble wrap, no receipt, but the lens was in there. The lens box was fine, it didn't appear to have been opened, and I tested it heavily for a good 3 weeks. B&H said I should send it back if I was worried, so they left the choice to me. I've been conflicted....the lens seems fine, it's a good sharp copy, but I feel a tiny bit paranoid that something may go wrong later. I can't know if the lens was thrown out of the box with the packing and receipt, and then perhaps stuck back inside and delivered. It's the weirdest box I've ever received from B&H, totally out of the ordinary because it had no sealing with the usual B&H tape on it.

I even took a photo of the box as it was delivered by a sheepish looking Fed Ex guy (he kept the open side towards him so that when he handed me the box along with a second one, I couldn't see the open side.

Fedex may have repackaged the lens and if they did they certainly didn't do a good job of it. I had that happen with my GX7. It arrived in a plain brown box, no B&H tape. Opened it up and the Panasonic box was damp outside and inside. I guess the original box got rained on so Fedex or maybe it was UPS repackaged the camera but left it in the damp Panasonic box. Requested a replacement from B&H. Wasn't going to take a chance with that camera.

If you feel paranoid about the lens and B&H is willing to replace it then you might want to consider doing that.

 

[henryp]

I received two packages yesterday, one containing my new lens and one that was supposed to contain a circular polarizing filter that was included with the lens. The smaller package had a small hole on the top and when I opened it I found a piece of bubble wrap, a thin white piece of plastic and a cash register receipt inside. Nothing else.

I am sorry the package was apparently damaged or opened in transit after it left our warehouse. I'm confident customer service will make this right.

Didn't realize that it closed at 2P. Will call on Sunday.

We close Fridays at 2:00pm eastern time during DST and we're closed Saturdays.

 

[avianb]

I received two packages yesterday, one containing my new lens and one that was supposed to contain a circular polarizing filter that was included with the lens. The smaller package had a small hole on the top and when I opened it I found a piece of bubble wrap, a thin white piece of plastic and a cash register receipt inside. Nothing else.

I am sorry the package was apparently damaged or opened in transit after it left our warehouse. I'm confident customer service will make this right.

Didn't realize that it closed at 2P. Will call on Sunday.

We close Fridays at 2:00pm eastern time during DST and we're closed Saturdays.

Thanks Henry. Yes, they did make it right. Called today and rep checked and said the filter was shipped out on Friday and it seems as if I received the wrong email regarding being contacted in 5 business days. He told me that the replacement will be delivered on Weds. He gave me the new order and tracking numbers. Checked the tracking number and the filter is actually supposed to be delivered today.

Appreciate B&H taking care of this quickly.