Customer Service at B&H Photo
Any photographer located in NYC -- or planning a visit -- should be aware of a potential problem while shopping in store at B&H. As far as I know, all items listed as "in stock" on the store's website are, in fact, in stock at the huge warehouse in the Brooklyn Navy Yard. The problem is that many are not available at the store's 9th Avenue location. To find out actual store availability, it's necessary to check back day after day and each time navigate one tedious multi-choice voice menu after another
This might not sound like such a big deal. But photographers working in Manhattan have traditonally relied on a variety of immediate resources if supplies or replacements -- whether it be extra batteries or a new lens -- were needed during a shoot or shortly in advance.
My own story was that I wanted a Nikon 50mm 1.4 prime lens which is often back ordered everywhere. If I didn't buy it as soon as it became available,I'd be out of luck again. On the other hand, I wanted to be able to go in a store and actually hold the lens in my hand before buying it. Hey, I'm only a short subway ride away. And there's no point paying shipping charges when I'm already on Manhattan's West Side.
B&H did email me as soon as the product became "available," but I had to call back two days running to find out if it was in the store. It wasn't. On the third day, I asked to speak to a manager. The man didn't call me back until the next day, but he was a gentleman and told me on a voice mail that not only was the lens in stock at the store but also that he had reserved one in my name. I thought that, at least, was excellent customer service.
B&H is probably the most professionally run business I've ever encountered. Everyone I've ever dealt with there has been honest, courteous and helpful. I realize its web based business must be immensely profitable. But I would suggest that B&H remember its in store customers at least to the extent of updating its website to show availability at Ninth Avenue as well as on the web. I think we derserve that much. I've shopped at B&H since the 1970's when they were still located on Worth Street downtown and have spent many thousands of dollars there over the years.





