Should I refuse a shipment?

[Justin USA]

I am quite disappointed so I thought I would solicit some advice before calling and fuming my current feelings. I just received a $1300 shipment of a Canon XTi with an upgraded lens, and memory card from B&H in NYC. The box itself looks in terrible shape--obviously reused, and as if its been in a football game. I didn't think twice of it because I assumed it would be well packed inside. It is not. There is a meager amount of bubble wrap in the package--enough to protect some of the sides in the box, but the lens and a side of the camera box were against the cardboard with no padding :-C

I opened the lens and it is not cracked and doesn't appear damaged, but couldn't there be damage I dont' see? The camera body itself is packaged carefully within the box inside, but as with the lens, I fear damage that might not be visible. Because of the careful packaging of the body box, I have not inspected the camera body.

This package was meant to be a Valentines Day gift for my wife--I don't know if I should send it back or give it to her, then explain the situation and send it back.

GRR! What crappy packaging by B&H!!!

[bkrownd]

Start complaining to B&H ASAP. There should be 1 inch of packing material on all sides of the contents. Anything less is pure negligence.

[Marmot]

Did you put anything on your delivery docket to the effect that it was "damaged packaging on delivery and that you had not inspected the goods inside".

I am not sure how the US Law works in comparison with UK, but I would have either refused it on delivery or rang the company up immeadiately and backed it up by a letter or email. If you have not done either of these I would do so asap otherwise any complaint to them is going to be dealt with less seriously the longer you leave it - the more chance they have to say that you were responsible.

[KCFoggin]

I am very curious about something here. Did you buy any type of insurance through them?

I'm asking this for a reason.

I bought from another camera facility in NYC and bought insurance and my package arrived much in the same way you describe. It was delivered to the front office so I did not get to see it before it was signed for by the receptionist. A call to the camera shop told me that because I had insurance I would have to fill out the necessary forms and deal with the company that the insurance was written though. I got the distinct impression that the whole order would have been dealt with better had I not purchased insurance.

[Justin USA]

Thank you all who have replied so far.

Insurance? Not that I'm aware of. It was shipped UPS rather than USPS so there is probably more carrier liability than if it were the feds. If the blame game were to go down I think it would first be to B&H for not packaging it better, then to UPS for playing football with it, and only lastly to me for not purchasing insurance. its not like we're talking about a package lost in the mail. Further, I don't believe purchasing insurance was an option when I placed my order. If you send me a message later I will let you know how it turns out.

[Justin USA]

I just spoke with Solomon at B&H. After explaining my concerns with him he made a detailed entry into their computer system and promised that a return label would be emailed to me within 12-24 hours. He told me to attach this prepaid label to the box and send it back to B&H for a full refund. I am assuming that means my original shipping and handling cost as well (I will hold them to that). He told me then that I could reorder the items I wanted. I will post after the transaction is completed. I feel better now, but this sure is annoying to have to go through.

[Justin USA]

Several months ago I started this thread.

Thank you to all who advised me to return the product. Overall, my experience was not positive. Though B&H representatives did not battle my reasonable claim, they surely took their time in refunding my purchase. I have posted the details on a review at epinions.com:


http://www.epinions.com/content_365563907716

Conversely, I had a great time buying a tripod and head from Adorama:

http://www.epinions.com/content_365563514500

The internet is a great place to shop and even B&H seems to respect at least the basic decency of refunding the purchase of an unhappy customer, but this is yet another reminder of the timelss axiom: caveat emptor!