New Lens Nightmare

I recently ordered an 85mm f/1.2L II lens from highly regarded B&H and wanted to share this nightmarish experience.

I placed the order by phone on Wed., 9-3-08, and asked that I have it shipped for receipt by Saturday. I also asked that it be double boxed with extra packing, because a previous lens I bought, I returned due to damage in shipment due to poor packing.

The lens did not arrive until the following Monday, and I missed having it for my weekend shoot. Not acceptable! B&H mistakenly shipped it UPS ground, and also entered the wrong zip code, so the package was lost in UPS hell. When it arrived, the box looked like it was in a war! Smashed, broken and re-taped, the lens inside had fallen out of the crushed box, and was rattling around loose inside an insufficiently packed box. Also, the UV filter was missing! Apperently must have fallen out of a split in the box, before UPS re-taped the damage.

I was sick over this. I rejected the package and complained to B&H. I asked that the replacement be shipped overnight, at their expense, which they agreed, and also asked again, that it double-boxed, and with extra padding to avoid damage. Guess what. The replacment arrived two days later, instead of overnight, and the box was smashed again. The box inside received some damage, but the lens was ok, so I kept it, although I may never order from B&H again.

A heads-up: If you need it in hurry and order from B&H, INSIST on DOUBLE BOXING and XTRA PACKING, be sure they ship it the method you requested, or best yet, find another vendor!!!!

Let me know if anyone has had similar experiences!

puggle wrote in post #6316289
I recently ordered an 85mm f/1.2L II lens from highly regarded B&H and wanted to share this nightmarish experience.

I placed the order by phone on Wed., 9-3-08, and asked that I have it shipped for receipt by Saturday. I also asked that it be double boxed with extra packing, because a previous lens I bought, I returned due to damage in shipment due to poor packing.

The lens did not arrive until the following Monday, and I missed having it for my weekend shoot. Not acceptable! B&H mistakenly shipped it UPS ground, and also entered the wrong zip code, so the package was lost in UPS hell. When it arrived, the box looked like it was in a war! Smashed, broken and re-taped, the lens inside had fallen out of the crushed box, and was rattling around loose inside an insufficiently packed box. Also, the UV filter was missing! Apperently must have fallen out of a split in the box, before UPS re-taped the damage.

I was sick over this. I rejected the package and complained to B&H. I asked that the replacement be shipped overnight, at their expense, which they agreed, and also asked again, that it double-boxed, and with extra padding to avoid damage. Guess what. The replacment arrived two days later, instead of overnight, and the box was smashed again. The box inside received some damage, but the lens was ok, so I kept it, although I may never order from B&H again.

A heads-up: If you need it in hurry and order from B&H, INSIST on DOUBLE BOXING and XTRA PACKING, be sure they ship it the method you requested, or best yet, find another vendor!!!!

Let me know if anyone has had similar experiences!

I would have asked for my money back as you paid for a service which you did not receive.

puggle wrote in post #6316289
Also, the UV filter was missing! Apperently must have fallen out of a split in the box, before UPS re-taped the damage.

The 85mm f/1.2 II includes a UV filter? When did Canon lenses start coming with UV filters?

dtrayers wrote in post #6316331
The 85mm f/1.2 II includes a UV filter? When did Canon lenses start coming with UV filters?

i was wondering the same thing myself. maybe i should call B&H and complain because non of my lenses came with one...

I really needed the lens. I usually go by "three strikes your out" rule. This was a third strike, so they are out, at least for now. I've left messages to speak to a manager, but so far no one has called me.

B&H seems to care less for their customers needs.

Anyone- feel free to share your experiences with this store. I'll send them a link to this post, and perhaps it will persuade them to do better.

puggle wrote in post #6316289
A heads-up: If you need it in hurry and order from B&H, INSIST on DOUBLE BOXING and XTRA PACKING, be sure they ship it the method you requested, or best yet, find another vendor!!!!

Let me know if anyone has had similar experiences!

Erm, why would anyone insist on this, when your experience clearly demonstrates that such requests go ignored.

I think that the moral here is that "if you need it in a hurry" you should be going to a bricks'n'mortar store, and the extra price you pay should be considered as a Universe Poor Planning Tax.

I ordered the UV filter along with the lens. Sorry if I confused.

You're so right!! In fact I just found an good brick & mortar store, so I will be using them in the future.

I was using B&H because I saved on tax, and found their website very good.

I have bought lenses that came in the canon box inside a huge box with one little air pillow. Dell did this, Amazon did this. B&H and Adorama always packed better for me.

All in all, they must hire idiots or have idiotic protocols in place that no one questions.

Wow sorry about your experience, I guess you can never tell with an internet retailer, even if most people have good experience with them. it is not universal! I had bad experience with adorama.... anyway thanks for the heads up. I will make sure to take a good look at the box before accepting it!

puggle wrote in post #6316356
I really needed the lens. I usually go by "three strikes your out" rule. This was a third strike, so they are out, at least for now. I've left messages to speak to a manager, but so far no one has called me.

B&H seems to care less for their customers needs.

Anyone- feel free to share your experiences with this store. I'll send them a link to this post, and perhaps it will persuade them to do better.

If you REALLY needed the lens, I would have gone to a shop and bought one straight from there. I can understand online stores are cheaper but from what you have experienced, I would see it worth the extra bit to buy from a shop.

puggle wrote in post #6316356
Anyone- feel free to share your experiences with this store. I'll send them a link to this post, and perhaps it will persuade them to do better.

ok, here is my experience with B&H:

i have bought over $40k from B&H over the past 3 years and haven't had a single issue. every item that i ordered came right on time and was well packed. the only time i had a problem was when i bought a used Sigma lens and the lens was for Nikon mount. i called B&H and they sent me a shipping label to return the lens to them and refunded my money within minutes.

I live in Northern New Jersey, just 40 minutes outside of NYC. I could have driven in and bought the lens, and since it ships to NJ, I usually get it next day, even when shipped UPS ground. In this case, B&H clearly messed this order up, and they continue to be cheap on air-bubble wrapping, and boxing. These boxes are flimsy and insufficient for UPS's rough handling.

I wanted folks to be aware of this.

Seems like you should also never use UPS again as they were the ones who were responsible for the condition of your parcels.

As regards B&H, my experience is similar to blonde's - I've ordered thousands of pounds worth of equipment from them (shipped to the UK) with no problems so far.

Bummer Puggle, hope you have better experiences in the future. I too live in northern NJ and order from B&H web to save on tax. Most things arrive next day or in two days but this seemed to be a murphy's law happening for you.