I ordered a digital piano package from B & H Foto & Electronics Corp in NYC (Order #1023470032) before Christmas as a gift for my wife. This included a nice piano, stand, bench, headphones, etc. Everything arrived in good shape except the piano stand - and below are the high level events:
* First keyboard stand was defective
* Sent back per their RMA process
* Weeks went by, had to ask for status
* Was told replacement was on back-order until end of January
* I requested a refund
* Another week went by, had to ask for status
* Was told replacement keyboard stand was shipping that day
* A week later replacement arrived - and was the same defective stand I had just returned!
* Called and was told to return stand and I would be issued a refund
* Associate was very apologetic and offered gift cards for my trouble
* Sent back again per their RMA process
* Gift cards arrived a week later
* A week after that, I received notification that my return had been received and that: "It may take up to 3 business days to process your return. We will keep you posted as we continue to process your credit."
* After another week, I contacted B&H again, and they are now saying that the gift cards are my refund.
* I received the following additional detail: "I apologize for the inconvenience. The reason you were sent a gift card is because you received a better price on the whole kit since we sold it as package and you weren't actually charged for this item. Therefore we couldn't issue a refund, since there was no refund to give, so we sent a gift card instead. Once again I apologize for the inconvenience. Please let us know if you require any further assistance."
So - My wife is out a keyboard stand. B & H does not comprehend that a gift card does not help me - and that the amount on the card is not enough to order a replacement. And my requests to simply replace with another model (of equal value) have gone unanswered.
Seems simple to rectify doesn't it?
0 comments