• Report: #1136092

Complaint Review: B & H Photo

  • Submitted: Thu, April 03, 2014
  • Updated: Thu, April 03, 2014

  • Reported By: joseph — charlotte North Carolina
B & H Photo
New York, New York USA

B & H Photo Two oders. were not delivered and B &H refuses to even call UPS to find out what happened New York New York

*Author of original report: Not consistent

*UPDATE Employee: B&H's reply

*UPDATE Employee: B&H's reply

*Author of original report: I will repeat/

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B & H purchase fiasco

This order was to be shipped to my house iin Nicaragua. I order things online and receive them at my house here from Amazon, other e stores AND Adorama (Adorama is the major competitor to B & H Photo and is in the same area in NYC as B * H is) all the time with zero issues for several years.

They (the UPS subcontractor in Nicaragua) have a few hundred dollars I have deposited in their bank account as "ranson" per Arsenio Roberts (aroberts@ups.com) at UPS United States in order to get my products brokered out of customs and delivered.

I paid hundreds of dollars for second day delivery to B & Hand 120 + days later, I have nothing to show but stress, a big phone bill and my wife's ID stolen.

I did DUE DILIGENCE BEFORE  I purchsed frmo B & J as it was my first time and phoned BOTH B & H and UPS to ask about Nicaraguan international shipping and customs issues. [continued below]....

..... I was told by B & H they "ship to Nicaragua" all the time and their UPS service is "the best in the world". This is stated everywhere on their website. I then phones USP to DOUBLE MAKE SURE they would take care with my expensive order. UPS website (in my attached documents) even claims "they monitor, track and facilitate customs clearance EVEN while the product is still in transit" and that they are "experts" in customs brokering and international shopping.

 I RELIED ON AND TRUSTED B &H and the carrier B & H recommended and selected for me.

The second shipment has completely disappeared from the face of the earth.

The first shipment was held for ranson, then for a $400.00 plus order, the box was empty and had one tiny battery in it.

UPS uses a subcontractor called IML Nicaragua who themselves us a subcontractor called Cargo Trans in Nicaragua.  IML employees operate from ups.com email addresses and pretend they are UPS but then when it is convenient, UPS claims they are "independent". This, even though UPS has control of their own domain name and allows IML to use email accounts on it.

The UPS tracking for the SECOND (larger) SHIPMENT shows NO PROOF OF DELIVERY.

 The UPS trackig shows they delivered the first shipment. THIS IS A NOT TRUE. (A subcontractor of UPS delivered a commervial invoice for one of two B & H shipments with a note to pay additional fees DIRECTLY to a Nicaraguan individual (NOT UPS, not IML and NOT Cargo Trans) or I wuld be fined $100.00 per day)  I will restate "paid to an individual".

The emails from  UPS themselves prove nothing has been delivered.

What I received was an envelope dropped off by a drunk Cargo Trans (UPS subcontractor) delivery person and inside was the  B & H invoice for the first shipment a note from IML/UPS demanding I pay or I would be fined.

 You can see on attachment #034 the proof that delivery claimed by UPS  in November was a not true if you scroll to Katiela's question. We received one battery in one box. The delivery person just dumped the box and ran. I was actually on the phone with Katiela  at UPS when this took place.


 I prepared this purchase by calling both B & H and UPS.  I was assured about international shipping and my understanding was that if I chose  the UPS option though expensive, it would be very reliable and  quick. and that UPS would take care of everything. All I needed to do was pay the customs tax when needed.

 Please see attachment # 030 where the website from UPS states:

UPS Customs Brokerage for Package Shipments

At UPS, we process hundreds of thousands of international packages on a daily basis, and virtually all are cleared immediately. With brokerage facilities in all the top world markets (representing 76% of all international trade), we cover the global trading centers where you do business with consistency, reliability, and flexibility.

The benefits associated with UPS Customs Brokerage Services include:

  • Electronic customs clearance that begins while your shipments are still in flight
  • Expert brokers to handle all complexities and ensure accurate rating of duties and taxes
  • Use of our advanced online tracking application to monitor your shipment throughout its journey
  • Routine customs clearance automatically included in all UPS air service rates (where applicable)

 Please see attachments #001 and #003 from B & H Photo stating delivery would be "3-5" business days.  We wanted this for the Thanksgiving Holiday here because I had family visiting Nicaragua.

 I understood that once the product was in Nicaragua, the UPS customs broker would contact me with the amount of duty and I would pay this via credit cart to them.

 ** All throughout this drama, I tried and tried to have Jack Laska @ B & H aid me because UPS kept reverting to the story that "only the shipper (B & H) can act for this shipment because they are the shipper. Jack Laska and all other B  & H people absolutely refised to do anything at all.

I had to work with UPS which was uncooperative.

This proved to be a lie. I was then subjected to a process of over 100 phone calls and over 60 emails (back and forth) and have nothing to show for it.

 They keep changing the story and what is required and every time we meet the new requests, They change what they want in order to make it impossible to receive our items. They were trying to get us to give up.

 I paid for shipment to my house and they wanted me to go go Managua which is 2.5+ hours away.  Once I agreed to go to Managua (to take away their excuse and lie) they then wanted my wife to go there not once but twice. (They want a Nicaragua citizens ID to receive this not me). Once to do paperwork and then processing and after a never stated amount of days, we could return (2.5+ hours) to get my packages once they completed their process.

We were going on a trip the second half of December and it was agreed and promised by Arsenio ROberts at UPS US we could do this by 12/5.

 We had agreed to do this on 12/5/13 and planned this for a week. When the time came, they pulled the rug and it was reset for12/12/13. That was also a LIE. We are gone from here after this week and cannot receive anything.

The new excuse was that I am not a Nicaragua and I could not receive shipments because of that. This despite the fact that I receive items from Adorama, Amazon and others all the time. In summary, it was a LIE. I elimimated and took that lie away by offering to have the shipment reconsigned to my wife (she is a Niacaraguan citizen). All pf this was through Arsenio Roberts at UPS US. Based on his statements we supplid IMG with my wife's Nicaraguan national ID.

 The last straw was when we took the excuse of my wifes ID away by giving it to them. They came back and wanted a RUC number. (business ID number).  My wife told the agent (Katiela) more than once that she already HAS A RUC number but Katiela now insists my wife needs to send the ID to them to create a new one. They then respond that they "cannot create a RUC number because my wife already has one".

 They then went on to claim this shipment is for commercial purposes which it is not. It is amature camera accessories. They are now trying to say my wife is in the camera equipment import business. My wife owns a convenience store. NOT A CAMERA STORE!!!!!

 Each time I provide the documents, transport or whatever they want. They change what they want. I believe at this time that they are involved in scamming me. Especially since UPS told me that I can pay customs with a credit card (this was on my due diligence call before I ordered anything to see how UPS handled customs charges) and then UPS Nicaragua has me pay an individual with a bank deposit to a Nicaraguan bank. See attachments  #31 and # 32.

 I have dozens of documents in email that I will attach.

 I have ordered many times online to Nicaragua and used other carriers and other E Stores with no problem.

 When I raised this issue with B & H, I spoke to jack Laska and he advised this was not a B & H problem and I needed to take it up with UPS.  I have gotten nowhere.

 When I call UPS I get no help.

 Please help me as I am out a large amount of money and cannot afford this or the stress to myself and wife.

 If you read through the emails. Every response is at an email I initiated. You can scroll down.

 I have raised concerns to B & H and UPS at all levels possible. They are not honorable.

 I have dozens more documents if you need them.






This report was posted on Ripoff Report on 04/03/2014 03:51 PM and is a permanent record located here: http://www.ripoffreport.com/r/B-H-Photo/New-York-New-York/B-amp-H-Photo-Two-oders-were-not-delivered-and-B-ampH-refuses-to-even-call-UPS-to-fi-1136092. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 Author of original report

Not consistent

AUTHOR: Joseph - ()

1. Your invoices state "delivery in 3-5 days". 120+ days and still no delivery.

2. You continue to blame me and the Nicaraguan government yet now claim "In fact we have been in contact with UPS regarding this issue by phone and email repeatedly, most recently this week."...  If this is between me and the Nicaraguan government in one instance, then why did you contact UPS this week? It would not be necessary if it is my fault as you claim.

3. Please provide evidence that you contacted UPS (this week) and the substance of this contact you claim to have had.

DO THE RIGHT THING. Me and my family are out $1800.00 baes on relying on statements made by B & H Photo. Additionally, based on statements by Jack Laska, a B & H executive, we gave my wife's ID card to these people.

I want the ID card returned and restitution for our loss. This seems to be everybodie's fault but B & H Photo.


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#2 UPDATE Employee

B&H's reply

AUTHOR: Henry - ()

We continue to regret this customer's dissatisfaction. In fact we have been in contact with UPS regarding this issue by phone and email repeatedly, most recently this week. The customer's problem is with the government of Nicaragua, not with B&H or UPS.

Henry Posner
B&H Photo-Video

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#3 UPDATE Employee

B&H's reply

AUTHOR: Henry - ()

We are familiar with this customer's lengthy complaint because he has filed the same complaint in several other sites. While we regret his dissatisfaction and the ire it has obviously inspired he has misidrected it when pointing it to B&H Photo. His two orders were processed in a speedy manner and shipped as he requested to the addresses he supplied.

His current situation is primarly the result of import regulations apparently imposed by the government of Nicaragua, the destination country. It is possible there is some small way in which UPS could be of service but primarily the customer has to satisfy the government of Nicaragua. Since he is the addressee he is the only person who can fulfill this necessary obligation.

Henry Posner
B&H Photo-Video

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#4 Author of original report

I will repeat/

AUTHOR: Joseph - ()

B & H Photo replied: "We are familiar with this customer's lengthy complaint because he has filed the same complaint in several other sites."

THAT IS A LIE. I have filed a complaint on ONE other site (the BBB).


I have received dozens of shipments from other e commerce stores including YOUR competition, "Adorama".


I called and did due diligence before I bought because it was the first time I purchased from b & H. And because it was an international shipment. I relied on the statements of B & H customer service agents made BEFORE my purchases.

The B & H invoice guaranteed delivery in "3-5" days.

Your allegation of "import irregularities" is a lie. It simply is not true.

The issue is the carrier B & H selected for me. I did my due diligence before I executed this transaction.

I have re-ordered these items from Adoramama. I have received them in good and perfect order with ZERO issues.

If you B & H told te truth before the transaction, we would not be in this debacle.

B & H is not an honorable business.

A stolen ID card is not an "import irregularity".

We did EVERYTHING asked and more. We paid for delivery of the product and we have nothing to show but a stolen ID. And we are out over $1800.00.

I want my wife's ID back and my money. I will grant you the option of providing the product.

Delivery has not been made.


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