Strange B&H experience. Anyone else?

OK so, this is not one of those rants that declare a vendor evil and drag them through the mud based on one bad experience. I've always liked B&H and will continue to buy from them. I experienced something a little strange and I'm just curious to know if anyone else has seen something similar.

I ordered a Bower 14mm 2.8 and when it arrived it was clear that the box was not new. It had some large, illegible writing on the top of the box and the seams between the flaps and the body of the box appeared to have been opened maybe hundreds of times. They were frayed to the point of tearing. Inside the box I found multiple copies of the instruction manual, a long human hair, no factory wrapping and a smudge on the front element. I took the lens out for a test and it was clearly decentered. I am beyond sure that this lens was not factory fresh.

To B&H's credit they were quick to set up an exchange. I can't imagine B&H having a policy of selling used items as new but I'm not sure how this could have slipped by unnoticed. Anyone else experience something similar?

Perhaps the lens they sent you was in their return to manufacturer area and someone grabbed it by accident and mailed it to you. But it's good to hear that they're making good on the exchange. Hope it doesn't take too long to get to you.

I once received a Canon 85mm with a Tamron rear cap on it, plus writing on the manual. I got an exchange for a new one. I've also received used or refurbs from another major retailer as well.

I still buy from all of them, but I definitely think it's not an accident that it happens.

Yeah this certainly happens, you have to be very thorough when inspecting items from vendors. No vendor is immune from this. I've received resold goods from Amazon, and I've read about it happening from B&H before too.

At least with Amazon and B&H they are very good with exchanges.

Your story sounds like it just has to be a mistake though.

Never had a problem with anything from B&H in 25+ purchases.

They sell a lot of stuff. People make mistakes.

scorpio_e wrote in post #17482234
They sell a lot of stuff. People make mistakes.

I don't think its a "mistake" in that they didn't know this happens and can't fix it. I am sure it's part of their process to recirculate goods that potentially could have been altered. Obviously they are selling you other people's returns on purpose whether by turning a blind eye or through other means. But I don't think they're different from others. I still buy mostly from them having similar things happen.

So they are thieves or they made a mistake. If it is not a mistake, they are intentionally stealing money off you by selling you an inferior product on purpose. There is no gray area here.

scorpio_e wrote in post #17482361
So they are thieves or they made a mistake. If it is not a mistake, they are intentionally stealing money off you by selling you an inferior product on purpose. There is no gray area here.

that's a logical way of looking at it. but... they're not the only ones. i've had the same experience with adorama and amazon too. everyone does it. so..... is it moral?--i dunno. i am sure they look at it as a numbers game.

to me, they offer the best prices in all of america. yes, sometimes i get turds. but it might be 5% of my purchases. so, would i trade 5% nuisance rate to have the best prices, and having to return a few items, vs having everything be more expensive? yes, i would and do.

i mean, you can't allow returns of perfectly good, and very expensive, lenses and expect no consequence to price without something else giving right?

They definitely sold me a returned 5D Mark III camera kit when it was at full price in 2012. That was a significant chunk of change and whether that was a mistake or not, there is no way I could or will ever know. They did replace it quickly though which I appreciated. That said, it was my first large purchase with them and I was pretty disappointed to be honest. I guess the no questions asked return policy can have its pitfalls on the back end sometimes.

Interesting to know I'm not alone. I can't imagine B&H having a policy that promotes this practice but maybe every one in a while the odd employee might resort to this for one reason or another. At least they are good with the exchanges.

nqjudo wrote in post #17481269
...the seams between the flaps and the body of the box appeared to have been opened maybe hundreds of times. They were frayed to the point of tearing.....

I’ve made hundreds of purchases from B&H, and ONE time I received a “new” large format lens that obviously was not new. The factory box was similar to what nqjudo described…

I talked to the B&H and he checked the B&H records against the serial number, and confirmed the lens had never been sold. The rep’s guess was the lens was used as a demo or shelf model, and was mistakenly sold as new when that particular lens was discontinued. The rep sounded honest and sincere, and offered a substantial discount that I accepted.

B&H probably sells thousands of items every day, so it is inevitable that mistakes or accidents will happen. As consumers, we must be vigilant, but if mistakes happen, I am confident that B&H will make things right.

After skimming this thread, I'm thinking the odds are fair that my next b&h purchase will afford me an opportunity to leverage a healthy discount with full warranty.

Xyclopx wrote in post #17482339
I don't think its a "mistake" in that they didn't know this happens and can't fix it. I am sure it's part of their process to recirculate goods that potentially could have been altered. Obviously they are selling you other people's returns on purpose whether by turning a blind eye or through other means. But I don't think they're different from others. I still buy mostly from them having similar things happen.

I have no issue if B&H resells items "as new" with full warranty that were returned under their no questions asked policy. I know others disagree with this, but to me if you want the ease of return they offer you have to live with them re-shipping items that are in new condition. There is no free lunch. Please note, I don't think B&H (or anyone) admits to doing this. Just my opinion that to me it would be OK.

What the OP rec'd was clearly a used item that no one was trying to pass off as new. It was a mistake.

Yes I've had the same experience. I'll order a filter or backpack from them, but no way in hell would I trust them with a lens or camera. They package products notoriously poor and use beaten, dilapidated boxes.