eMoviePoster.com

I am sure all of you know that we REALLY "go the extra mile" to do everything we can within reason to make our customers happy. But there is one frustrating situation that has come up several times lately where we have "let our customers down", and it could have been SO easily avoided, which is why we are bringing it to your attention here!

What is an example of this situation? Here are two:
     The first was when a customer requested a shipping quote on their items (they had bought over several weeks, and one of those weeks required "the actual cost of shipping", so when we combined everything into one package, we had to charge the actual cost of shipping for that one package (which still saved a ton over separate packages).

First the customer questioned why there was not still a flat rate for all the items. It took a few days to get that explained. Then they considered only sending the flat rate ones, and finally a few days later they paid for all the items, on a Friday. We shipped the items the next Tuesday (two business days later) and they arrived five days later.

We then received an irate email from the customer saying that they left the country on a trip two days before the package arrived, and that they were very disappointed because they had intended to bring some of the items with them, to give as Christmas presents! But at NO point had they ever mentioned this to us!

The second example was when a consignor sent a package of around 100 items, which arrived a few days before our consignment deadline for our December Major Auction. The package was not marked as being for the December Major Auction, and most of the items were inexpensive. But ONE of the items (not separated in any way) WOULD have been ideal for the December Major Auction, but we did not go through those consignments until after the deadline passed, and later, that consignor emailed to ask why we had not included that item, and yet at NO point before this time had he ever mentioned this to us!

The point of these two stories is very simple! If you EVER have any special request or special circumstances of any kind, just let us know, and we will do all we can within reason to accommodate them. But if you DON'T tell us until AFTER the fact, then we will be just as sad as you will be.

Remember that we receive at least 5,000 consigned items every week, we run 3,000 auctions every week, and we ship around 100 packages a day! We also have 29 employees, and you may send your request to the wrong one! So it is always better to tell us of your special requests at least one time, and for sure right before your order is being shipped (or your consignments are being received), so they don't get missed. We're the best in the business, but we are not mind readers!