Shopping Discussion

Hassle with B&H Photo on tax refund of returning

  • Last Updated:
  • Feb 19th, 2018 5:08 pm
[OP]
Newbie
Jul 16, 2014
5 posts
5 upvotes
Saint-Laurent, QC

Hassle with B&H Photo on tax refund of returning

Hello guys,

I've recently returned my cell phone purchased from B&H Photo due to its defect.

B&H Photo issued RMA and return label to me. Once it returned to the store, I got refunded

except duty and tax.

Here is a brief of the happening then...

1. Me: Asked B&H how to refund my tax paid because I pre-paid the tax to B&H during order.
2. B&H: Asked me to contact UPS.
3. Me: Asked UPS the import record to submit B2G form to CBSA.
4. Me: Asked B&H a credit note(post payment) for B2G form.
5. B&H: Told me it was sent to me but nothing was received. Promised me to send it manually.
6. Me: Waited but nothing arrived. Asked B&H it again, but just got a reply that they can't provide it.
7. UPS: Told me importer is not me but B&H. Asked me to contact B&H for the reimbursement.
8. Me: Told B&H above and asked a refund.
9. B&H: Told me they didn't get anything from UPS for duties paid and I need to go through.

I'm in a loop now. =(

I don't have an idea what is wrong with B&H. Am I missing something here?

Any ideas and experiences are much appreciated!


Below is a conversation with B&H and UPS.

==================================================================
From: Me
To: B&H
Sent: 9/3/2017 9:35 AM

Hello Jxx,

Thank you for your reply.
I've opted to pre-pay service during checkout, so you B&H proceeded tax/duty on my behalf.
Do I contact UPS and custom office by myself to get a tax refund?

Have a good weekend.

-------------------------------------
From: B&H
To: Me
Sent: 9/3/2017 11:16 AM

Hello, my name is Bxxxxx K:
Thank you for contacting the Customer Service Department at B&H Photo Video and Pro Audio.
That is correct.

Please let us know if you require any further assistance.
Thank you, we appreciate your business.

Bxxxxx K
B&H Photo Video and Pro Audio
The Professional's Source.
E-Mail Customer Service Department
http://www.bhphotovideo.com

-------------------------------------
From: Me
To: UPS
Sent: 9/3/2017 11:32 AM

Customer By CSS Email ( UPS E-mail Communications ) ( 09/03/2017 11:32 AM ) U.S. Eastern Standard Time (US EST)

Hello,

Could you please provide me an import invoice of this including sender/receiver and tax/duty information,
so I file this to my tax refund application to CBSA as this package has been returned to sender.

-------------------------------------
From: Me
To: B&H
Sent: 9/5/2017 10:09 AM

Good morning Mxxxxxx,

Thank you for your reply.

I saw the refund deposited to my account, but I need a receipt or
credit note from you. That's what exactly described on CBSA website.
Could you send me a receipt of the refund? Hopefully this is not a hard work for you.

-------------------------------------
From: UPS
To: Me
Sent: 9/5/2017 10:34 AM

Response By Email ( Mxxxxxx D. ) ( 09/05/2017 10:34 AM ) U.S. Eastern Standard Time (US EST)

Hi,

Thank you for your email.
I have made a request for our Post Entry department to forward you the partially completed B2G form.
Once received, you can complete the B2G form, attach your supporting documentation, and forward it
to the customs office address located on the form. Once your refund request has been reviewed by customs,
any applicable refund will be sent to you directly.

-------------------------------------
From: B&H
To: Me
Sent: 9/5/2017 2:07 PM

Hello, my name is Mxxxxxx H:

I am sorry to hear about this situation. I opened a request and our support team will manually
send you the post payment. You should get it in the next couple of business days.
I do apologize if this has caused you any inconvenience.

Please let us know if you require any further assistance.
Thank you, we appreciate your business.

Mxxxxxx H
B&H Photo Video and Pro Audio
The Professional's Source.
E-Mail Customer Service Department
http://www.bhphotovideo.com

-------------------------------------
From: Me
To: B&H
Sent: 9/14/2017 6:40 PM

Hello Mxxxxxx,

I'm still waiting for the post payment. Could you let me know when I get this?

-------------------------------------
From: B&H
To: Me
Sent: 9/15/2017 8:17 PM

Hello, my name is Mxxxxxx H:

Regrettably we have no way to send the post payment. Please use the return tracking
to retrieve your duties. I do apologize if this has caused you any inconvenience.

Please let us know if you require any further assistance.
Thank you, we appreciate your business.

Mxxxxxx H
B&H Photo Video and Pro Audio
The Professional's Source.
E-Mail Customer Service Department
http://www.bhphotovideo.com

-------------------------------------
From: Me
To: UPS
Sent: 9/20/2017 11:10 AM

Customer By CSS Email ( UPS E-mail Communications ) ( 09/20/2017 11:10 AM ) U.S. Eastern Standard Time (US EST)
Hello,

Could you let me know when I expect to receive this form from you?

-------------------------------------
From: UPS
To: Me
Sent: 9/22/2017 08:09 AM

Response By Email ( Txxxx C. ) ( 09/22/2017 08:09 AM ) U.S. Eastern Standard Time (US EST)

Thank you for your email.
I have verified that a request was sent for the documentation, however, I am not showing that
there were any fees collected at the time of delivery, or fees paid by yourself to UPS.
Did you make a payment of the duties and taxes directly to B & H?

Sincerely,

Txxxx C.
UPS Customer Support

-------------------------------------
From: Me
To: UPS
Sent: 9/22/2017 08:15 AM

Customer By CSS Email ( UPS E-mail Communications ) ( 09/22/2017 08:15 AM ) U.S. Eastern Standard Time (US EST)

Hi,

Thank you for the reply.
Yes I did pay it to B&H directly during order process. Any problem on this?

-------------------------------------
From: UPS
To: Me
Sent: 9/22/2017 08:21 AM

Response By Email ( Txxxx C. ) ( 09/22/2017 08:21 AM ) U.S. Eastern Standard Time (US EST)

Thank you for your response.
As the payment was sent directly to B & H, the B2G form would be sent to the Importer of Record,
which, in this case is B & H. Unfortunately, you are going to need to speak to B & H regarding
the reimbursement.

Sincerely,

Txxxx C.
UPS Customer Support

-------------------------------------
From: Me
To: B&H
Sent: 9/25/2017 9:53 AM

Hello,

Thank you for your reply but I don't understand why this took so long to get nothing from you.
Here is a response from UPS about tax refund.

> As the payment was sent directly to B & H, the B2G form would be sent to
> the Importer of Record, which, in this case is B & H. Unfortunately, you
> are going to need to speak to B & H regarding the reimbursement.

UPS clearly says importer is not me but you B&H on their record.
You reimburse me the duty I paid during the order process on your web site
and you get your tax refunded with your importer record.
Whole this process is unacceptable and very unprofessional to me. I'm
really disappointed at your service B&H.
Please don't ask me to contact UPS again. You contact if you need.

-------------------------------------
From: B&H
To: Me
Sent: 9/25/2017 9:56 AM

Hello, my name is Mxxxxxx H:

I am sorry to hear about this situation. We do not receive any refunds from
UPS for duties paid and you need to go through them/Canadian customs and file
any paperwork to retrieve any duties. I do apologize if this has caused you any inconvenience.

Please let us know if you require any further assistance.
Thank you, we appreciate your business.

Mxxxxxx H
B&H Photo Video and Pro Audio
The Professional's Source.
E-Mail Customer Service Department
http://www.bhphotovideo.com
20 replies
Member
Feb 27, 2014
289 posts
46 upvotes
pithanks wrote:
Sep 25th, 2017 9:51 pm
Me: Asked B&H how to refund my tax paid because I pre-paid the tax to B&H during order.
I would think if B&H collected the tax and paid on your behalf, B&H should be responsible to assist you to refund the tax amount.

Or at the very least B&H should provide you with the paperwork they used to pay tax on your behalf, so that you can use the paperwork from B&H to show to UPS, customs or whichever party is responsible to process tax refunds.

This prepayment of tax service by B&H is very useful but if B&H is unwilling to assist, it will be hard to buy a big ticket item like a cell phone or camera from B&H.
Newbie
User avatar
Feb 3, 2010
34 posts
34 upvotes
New York
Thank you for your order and this feedback. We regret your dissatisfaction. If you opt to pre-pay, we will collect and pay any local import duties and taxes on your behalf. We make the payment for you, but we're not the payee. You need to go through UPS and/or Canadian customs and file
any paperwork to retrieve any duties. I am sorry that was not made more clear at the outset. I can recheck this, but would need the original B&H order number to do so.
Henry Posner
B&H Photo-Video
[OP]
Newbie
Jul 16, 2014
5 posts
5 upvotes
Saint-Laurent, QC
Thank you guys for your posts. Let me share how it goes with the B&H guy here later.
[OP]
Newbie
Jul 16, 2014
5 posts
5 upvotes
Saint-Laurent, QC
henryp wrote:
Sep 26th, 2017 12:29 pm
Thank you for your order and this feedback. We regret your dissatisfaction. If you opt to pre-pay, we will collect and pay any local import duties and taxes on your behalf. We make the payment for you, but we're not the payee. You need to go through UPS and/or Canadian customs and file
any paperwork to retrieve any duties. I am sorry that was not made more clear at the outset. I can recheck this, but would need the original B&H order number to do so.
B&H,

Here is the number. 1046123518.
Newbie
User avatar
Feb 3, 2010
34 posts
34 upvotes
New York
Thank you. I escalated this to a customer service manager.
Henry Posner
B&H Photo-Video
Newbie
Oct 15, 2017
4 posts
TORONTO
Have the same problem with B&H with difference I bough expensive camera and the taxes I have paid is about 1000 !!!!

and one more problem that I have chosen to get gift card instead of refund to my card and just got 150 gift card so far after I paid more than 6000 dollars!!!

Thinking of getting a lawyer for this and going to court for it

If you figure it out how to get it back please share
Deal Addict
May 31, 2005
1405 posts
239 upvotes
Mississauga
I am in exactly the same situation! OP, did you get your money back? what documentations are needed?
[OP]
Newbie
Jul 16, 2014
5 posts
5 upvotes
Saint-Laurent, QC
Happy new year guys!

Here is my story going...

I didn't get any message from B&H afterwards. I contacted UPS again and then got a mail from another guy below.
Hello,

I have received a message that you are requesting a refund for tracking number E6W311XXXXX.

From the information I can see, it looks like the shipper, B & H Photo had paid the import charges on this shipment.

If you paid the import charges, please provide proof of payment.
I've replied to him with a receipt of the payment including tax right away.

After two weeks, UPS sent me a partially completed B2G form, so I was able to submit my refund request to Customs refund centre.

I'm waiting for my refund cheque. Fingers crossed.

Hope this helps your case too ...
Member
Feb 22, 2013
214 posts
21 upvotes
Thank you for your update and pls post back if you get your money back.

I buy cell phones, accessories from B&H too but didn't need to return todate..
Deal Addict
May 31, 2005
1405 posts
239 upvotes
Mississauga
pithanks wrote:
Jan 6th, 2018 4:01 pm
Happy new year guys!

Here is my story going...

I didn't get any message from B&H afterwards. I contacted UPS again and then got a mail from another guy below.



I've replied to him with a receipt of the payment including tax right away.

After two weeks, UPS sent me a partially completed B2G form, so I was able to submit my refund request to Customs refund centre.

I'm waiting for my refund cheque. Fingers crossed.

Hope this helps your case too ...
can you PM me his email? I need the B2G form to send to CBSA. B&H won't send me anything
[OP]
Newbie
Jul 16, 2014
5 posts
5 upvotes
Saint-Laurent, QC
Cheque has arrived.

Have a good weekend everyone!
Deal Addict
Sep 3, 2005
2648 posts
284 upvotes
Vaughan
Jucius Maximus wrote:
Jan 7th, 2018 12:52 am
For anyone else who comes upon this thread, the correct procedure here is to file form B2G with the CBSA. I've done it and it took about 1 month for them to send me a cheque.
HI, i need do this. On step 3 of the form, it says i need to provide the CBSA inventory/import receipt number from the CBSA postal import form. Where do i find this number? package was shipped UPS. I have the original box, but no additional paper work is on the box itself.
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