----- Original Message -----
From: "George Sinos"
Subject: Re: Message from Henry Posner, Part I
These people raise the cost of doing business which raises prices for all
of us.
You guy with the attitude of "the store should eat the cost." You do
understand that that raises the cost of doing business which only
raises the price for everyone else, don't you?
Dammit Geoge, I hate it when you make a liar out of me.
For the past 9 months or so, I have been slinging lumber at my local Home
Depot.
Here are some actual returns I've dealt with:
A cart load of 5/4x6/16' PT deck boards returned.
The top layer was new wood, the bottom 40 boards had been pulled off a deck.
I presume they replaced old wood with new and successfully returned the old
product.
Odd length boards such as 11 foot runs. We sell 8', 10' and 12'
Soketimes you get to see where the customer calculated his cut and them
marked it wrong.
Boards with screws still embedded in them (I hit that with my radial arm saw
when cutting it down to cull and I wouldn't be happy).
Sheets of plywood that have been cut up and then returned because they did
the cuts wrong.
If you like, I can post a picture of a sheet of MDF that was broken by a
vehicle driving over it.
We gave them their money back for it, too.
Broken sheets of drywall.
A pail of drywall mud that had been opened and partially used.
Two end plates from single device electrical boxes that the customer had
bought, made a single two gang box with and then returned the unused end
plates for a full refund.
I bitched and moaned about this sort of thing at a Towne Hall metting once
and was told that this sort of thing was a very small % of returns, and that
the company's position was that it wasn't worth annoying customers over.
We eat the loss, write off the product at full retail and I am sure that the
Harvard guys figure out some way to turn it into a financial windfall.
The point is, a good retailer takes the point of view that the customer,
while not always right, at least deserves the benefit of the doubt, and
should not be called out as a liar by the retailer.
In the situation that led us to this thread, had B&H been as good a retailer
as Home Depot is, they would have taken the hit, and not had the bad PR that
anyone doing a Google search is going to give them when people find this
thread.
B&H has not only made it plain that they will not stand behind their pricing
when they find it inconvenient, they have sicced one of their
representatives onto this forum and he, in turn, has cast a few insults at
forum members.
It's one thing for Bill Robb to insult Henry Posner, Bill Robb is known for
this sort of behaviour.
It is something else entirely for B&H Photo to insult Bill Robb, who has
been a good customer of theirs.
William Robb
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