Saad H.

Greensboro, United States

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B&H Photo Video

Camera

“They declined my order because they cannot verify my id”

11/8/23

Verified purchase

This is the worst costumer service there, how can i verify my self if i just arrived to the united stated renting a room i hope you dont buy from them

Edit1: they are saying they want to make sure that im not a fraud, so they must asking for a valid ID which they didn't, or anything proving my identity, the verification process is a failure to verify my addressee with the address in my id, this way you can verify how legitimate client is, otherwise they are bad and costumer service the very bad, also id like to add they I still didn't get the refund we are talkin about,

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Thank you

Henry P. – B&H Photo Video Rep 11/10/23

Hi Saad,

I was concerned when I read your review and wanted to see how I could address your concerns. I apologize that we could not approve your purchase as we were unable to identify your identity and you feel this may be because you just arrived in the United States. What you describe is contrary to B&H's standards of excellence. We want every customer to be happy and have the best solution possible.

I reviewed any messages in our system from our Verification Department and spoke with the manager of our Verification Department to see what occurred. We made several attempts to verify your identity and tried two different credit cards one of which was declined. We did not decline the purchase and explained the purchase could be made via wire transfer. The charge you see was a “pre-authorization” and should fall off in a few days.

We require that billing and/or shipping data be verified for some orders for security and per our user agreements with our merchant banks. This is for your protection and is designed to deter credit card fraud, identity theft, and other online piracy. As a matter of security, we do not discuss the particulars of our program, the methods we use to determine if an order should be subject to verification, or the process we use to pass or cancel an order.

As you decided to call me I wanted to clarify for anyone reading this that we never said we rely on a third-party verification system. I said we may use a third-party such as SageStream/Lexis Nexis as part of the process.

I would like to thank you for considering us for your purchases. I would appreciate if you could reply to this email or I can be reached at the telephone number below.

Best Regards,
Brian

Brian Markman
Senior Manager | Marketing Customer Advocacy
brianma@bhphoto.com 212.239.7500 x 1748
440 9th Ave NY, NY 10001