Kinetic O.

As a beginning photographer, I contacted BH for advice on a softbox umbrella I can only buy in the US.
There was a lot of doubt which out of two models you need when using it on Elinchrom ELB 400s.
So I chatted with their sales support, asking for advice for the specific goal. He took his time and came back with a clear answer, stating the 8mm model was what I needed.
So I ordered it, paid shipping to Europe, extra taxes etc.
Now I was ready, but a few weeks later when I could finally test it on the elinchrom flash set I noticed the 8mm was too thick.

This week, I contacted BH and they said I couldnt rely on return, because their 30d return was past.
Seriously, the modifier had been in the box, it is up until today unused, since I dont have any device to fit it on, and they hide behind a return policy.
In all honesty, I tried to explain that the thing was still new, but it was like I was talking to a robot 30 days, can I help you with something else.
As if I wouldnt have done this earlier if I could!

BH, should know better: instead of each time steering the conversation towards some document rules, they should really try to focus on the real problem, they were the ones who gave bad advice in the first place.

They choose policy rules above reason even when the mistake is theirs. So in contrast to praising them like I did years before, with the same persistence, I will tell my story to warn other customers. Its sad to see that today, customer satisfaction is hardly to be found anymore.

To me its simple. If this outcome doesnt change, I will think of other places to invest for my profession and repost this story for as long as I like.