Without trying to sound too much like the consultant I am, organizations typically excel in one of three areas: customer intimacy (think Nordstorms), operational effectiveness (think Walmart), or product leadership (think a designer boutigue - I can't name any). Companies usually fail if they try to excel in all (think of one foot on the dock and one in the boat).
It would be nice if B&H (or any dealer) had rock bottom prices and high customer service (not to mention coffee and live piano music in the store). Ain't gonna happen. Granted, they do need to meet minimal standards even where they don't excel. And occasionally even those minimal standards are not met.