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10-28-2013, 01:18 PM   #1
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Join Date: Feb 2007
Posts: 17
Feedback: Rewards program e-mails lead to loss of rewards

Dear Chuck,

Last holiday season, I purchased more than $3K worth of photo equipment from B&H. Many of those items were eligible for the rewards program. But I lost the rewards completely, and in large part, the problem is in how the e-mails with the rewards were sent.

It turned out that the website sent me two e-mails (at a later point) that looked as spam or promotional e-mails: the subject was "B&H Rewards Gift Card" (both arrived minutes apart). I knew I had not purchased a gift card, nor I was interested in purchasing one. So, I disregarded those messages, as I do with the rest of e-junk.
[Note, that even the webpage describing the Rewards program does not say anything about the "Gift Card". : "Redeem: Rewards points will automatically convert to a promotional code "]

Unfortunately, the result is that I realized all of this only after those two "cards" have expired.

I suggest that the e-mails are labeled more clearly (more descriptive subject line).
(Typically, when a merchant sends a gift card on somebody's behalf, the subject is more clear. E.g. the message from Amazon says: "[Name] sent you an Gift Card!")

B&H already does a very good job with the order confirmation/status update e-mails, by using a very clear subject:
"B&H Photo Order Confirmation for Order ..."
"B&H Photo Order #xxxxxxxx Shipped"
Even "Notification request" for item availability notification is a better subject line than the one I discuss (although it would've been better if those were: "Notification request for [ITEM]")

You may consider using something like: "Your B&H Reward Code" or even "Your B&H Reward Code for Order # xxx..."
"You received B&H Reward Code for Order# .."

I understand the policy that the promotional codes are not renewed, and that in principle, I probably could have seen those via my account page, but it is still a pity to loose considerable amount of money this way. (Can it be reinstated somehow as an exception?)

10-30-2013, 12:42 PM   #2
B&H Photo Representative
henryp's Avatar

Join Date: Jul 2007
Location: New York, NY
Posts: 452
I am sorry there was any confusion about your Rewards points, although I don't recall anyone else sending us feedback of this sort. I will share your comments and suggestions with the team responsible for administering the program and I'm, sure they will give this every consideration.
10-31-2013, 03:13 PM   #3
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Join Date: Feb 2007
Posts: 17
Original Poster
Dear Henry (and/or Chuck),

Thank you for the response.

In addition to a long detailed feedback, there was a small question at the very end.
Your kind response to that would be appreciated.
11-01-2013, 08:07 AM   #4
B&H Photo Specialist
Chuck-B&H's Avatar

Join Date: May 2010
Location: New York
Posts: 867
QuoteOriginally posted by StR Quote
(Can it be reinstated somehow as an exception?)
No, I am very sorry.



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