Jinais P.

(Copying my review and their response as it appears on Google reviews)

All it takes is one bad(really bad) experience to lose years of patronage to the store. In my case, it was a really really rude guy at the returns section.

I have shopped at the store in Manhattan, many times over the years. But for the first time ever, I had to return a camera, only to buy something better. But when I went there, there was this big white(jewish i think) guy who started making, remarkably rude but subtle innuendos which it took some time for me to digest. First thing was, there was a memory card that came free with the camera. I left it inside the camera when I returned it. After glancing at the contents, he asked "So you kept the card?" (Subtle, but yes, he did mean if I tried to steal it.) But I gave him the benefit of a doubt. Then after looking inside the camera and finding the card, he says "Yeah, it was not here. So!". Then he proceeded to open a box which was tightly packed, but not that badly either. The second he opened it, there came another canned response. "You don't have to squeeze everything in, just because you are returning it!" I was in shock! I asked him to repeat what he said 2-3 times, after which he dismissed me by waving his hand.

I don't know if it is B&H's strategy to dissuade people from returning stuff, by placing such people at the returns section. Because the canned nature of his remarks came so naturally to him that I am sure he must have been doing this for a while, to a lot of customers now. I did consult a lawyer about this and am considering my options because even after trying to let it go for some time now, I can't. Someone has to stop these people.

Response from the owner in the last week

"Thank you for your order and this feedback. We regret your dissatisfaction and regret this entirely innocuous conversation was open to any misinterpretation. B&H does not have a strategy to dissuade people from returning stuff people return stuff every day and were happy to accommodate them. Its part of being a retailer. I presume the return was processed uneventfully and you received the exchange item or refund you wanted."

Edit after reply from owner(As shown on Google reviews):

"this entirely innocuous conversation was open to any misinterpretation" -

So so according to B&H, it is acceptable behaviour for their employee at the returns section to say "You don't have to squeeze everything in, just because you are returning it!". And they say it is a "misinterpretation" on my side. I don't know how else to interpret it but to think he is blaming me of "Squeezing everything in" just because I was "returning it". I will let other readers be the judge.

"people from returning stuff people return stuff every day and were happy to accommodate them"

Obviously, the store has no choice but to accept stuff returned within the return period without any damage since the store has a return policy. And stores get more sales because they have a return policy. But this guy certainly wasn't "happy to accommodate it".

Your employee needs more training on how to behave with customers. The customer is not your sink to vent out frustrations and complexes.