I ordered a Samsung TV from them about five years back and when I realized that it was too big for my room since it was a 50 inch (ended up going for a 40 inch) I decided to RMA it. Being that this a pretty large and expensive item I called their customer service and requested the RMA form. I got the person's name that I had talked to and they emailed me the form. From there I packaged the TV even better than the way it came and made sure that there was no way it could move an inch in that box. I used about 3 rolls of heavy duty packing tape, loaded it in my parent's SUV and headed to the FedEx processing facility to ship it out.
I received an email from B&H about a week days later saying that they were not going to credit me because I had returned the item damaged. I only had the TV out of the box for probably 5-6 hours until I packed it up and it was in perfect shape so I didn't understand what was wrong so I questioned them further and they sent me pictures of the TV with rather large in the screen. From the pictures it was pretty obvious that it came from a forklift in a warehouse and there were one thing was very strange about the whole thing. They did not show the box in the photo to see if it also had a hole, just the TV and the styrofoam shell it was in. The styrofoarm shell was also broken on the bottom which would have meant that the TV would have been shaking around. I headed back to the FedEx shipping facility to get the lady who had accepted the package to give me a written statement saying that everything was intact and the contents of the box was secure when it left my care. After about 2 1/2 weeks of what seemed like them giving me the runaround, I finally found someone in management that understood how this most likely happened and took the written statement from the person at FedEx to finally give me my credit. While brick and mortar stores may not be the most convenient to go to, it certainly is easier to return big items.
Log in to comment