Here are ten of the "praise" e-mails we have received over the past few weeks (we get e-mails like this almost every day!):
1) "Hey Phil, Bruce, Angie and the rest of the eMoviePoster.com team. I just used your new PayPal express check out. What a great service! It combines open orders, calculates totals and combined shipping. It's really easy and a great service. It's always a pleasure to deal with eMoviePoster.com!"
RESPONSE FROM BRUCE: Thanks for your kind words! We're glad everything worked so smoothly. We will continue to work to make our checkout easier for all of our U.S. customers, and soon we will be implementing a version for our non-U.S. customers (which is far more complicated, due to the widely varied shipping costs). If you ever have any suggestions about or problems with our checkout, please let us know so we can get working on them!
2) "I just received my latest order and there is no way in which I can heap enough praise on you for your absolutely 'over the top' packaging. Nobody does it better...anywhere...with anything. You have, and always will have, my thanks for your super-professionalism... in all things...in all ways."
RESPONSE FROM BRUCE: Wow! Thanks so much for your overwhelming praise! I'll pass along your very kind comments to our shipping and invoicing departments.
3) "I purchased several of your 'Fixed Price' posters, and one had a significant defect, unlike the image and description you had online. You responded immediately when I told you and you told me you would send a replacement and that I could keep the damaged poster. Thanks for the speedy replacement. It arrived here safe and sound yesterday. It is always a pleasure doing business with all of you at eMoviePoster.com. Thanks to all involved."
RESPONSE FROM BRUCE: You have experienced the greatest single difference between OUR auctions and those of almost all other major auctioneers! It is not that they make lots of mistakes and we never do, but that on the rare occasions where we DO make a mistake (which is ALWAYS an honest error, because we NEVER deceive anyone we deal with in any way), WE DO ALL WE CAN TO MAKE IT RIGHT, and we take quick immediate action, as we did in this case (unlike those other auctions which basically have a "don't bother us" customer service policy!).
4) "Dear eMoviePoster team: I recently won a couple of posters I've been after for a couple of years in your weekly auctions. I received them in the mail early last week. I just wanted to give you guys some feedback that your service was first class, packaging was brilliant and the website is the best going round. A huge thank you! Being a movie poster collector for about 20 years its fantastic to know about what you have to offer for collectors around the world. Thanks again and look forward to your weekly auctions. Regards from an Australian collector"
RESPONSE FROM BRUCE: Thanks so much! We sell over 40% of our items out of the U.S., and we make sure that all our customers are well taken care of every step of the way!
5) "Bruce, I purchased some pressbooks from you, and I discovered that two of them had distracting pencil and crayon marks inside. I e-mailed to let you know that I would not have bid nearly as high had I know of these defects, and you replied that you could not take the time to closely examine every page of every inexpensive pressbook due to time restraints, but that you would drastically lower the price on each and take the loss yourself, and you also offered to send me 19 full-color books as an apology.
I completely understand the reason this wasn't caught (and it hasn't put me off you, or your grading system, or bidding in your auctions) and I appreciate your offer to rectify the situation, which is quite fair and this is further proof that customer satisfaction is your hallmark. My thanks for addressing this as quickly and completely. Your offer is extremely generous, and I humbly accept the greatly reduced prices. Thank you.
But in regards to your offer of 19 free books, I have to tell you that as much as I enjoy your books (the quality of which is spectacular) my hoarding tendencies are getting the better of me and I'm starting to live like those women in Grey Gardens! So I hope you understand and know that I am extremely grateful for the gesture. Again, my deepest thanks."
RESPONSE FROM BRUCE: Thanks for being so understanding (and giving us such high praise) even though the problem was entirely our fault (but of course we did respond quickly and did all we could to "make it right").
6) "The two posters I won and the bonus book arrived today. Thanks as always. It has been a perfect transaction from the start to the finish. We appreciate all of you at eMoviePoster.com and wish all of you the best. Thanks and have a great week!"
RESPONSE FROM BRUCE: Thanks for your kind words. We're glad to hear you are pleased with this purchase. I'll be sure to pass along your good wishes to everyone here.
7) "I just wanted to say that my package arrived today. The lobby card is absolutely beautiful and in a perfect state of preservation. I have not seen anything like your packing for making sure that the item would arrive safely! That cartoon "Bruce of the Apes" was right: no mail service could do anything against this!"
RESPONSE FROM BRUCE: Thanks for the high praise! For those of you who don't know what cartoon this member is referring to, know that you can read all ten of the cartoons we commissioned at
http://www.emovieposter.com/comic_archive.php
"I wanted to compliment you on your site. Excellent/accurate reviews of the items auctioned and the packaging is always superb. The staff is always very enjoyable to converse and work with also. I have and would recommend your site and services to anyone. It's not often that you are able to locate an establishment one can place their trust in without any worries."
RESPONSE FROM BRUCE: Thanks for your very kind words! We have a lot of talented people here who make every aspect of buying from us be as smooth and enjoyable as possible. I know they're all doing a great job, and I am glad to see their efforts are recognized.
9) "I received the poster I won in your auctions and I must say your people in the packaging department are doing a bang up job! GIVE THEM ALL A PAY RAISE!
If only there were more people who took the time and could pack half as good as your people. I am very impressed!"
RESPONSE FROM BRUCE: Thank you very much. As anyone who buys through the mail knows (and especially those who buy from other auction houses), packing is the most uncertain part of every purchase, and packing at most places ranges from mediocre to horrendous.
We have spent many years experimenting with the absolute best ways to pack items, and we use the highest quality packing supplies (custom made for us), and we are certainly very glad to know all these extra efforts on our part are appreciated.
10) "I just received the item I purchased and was very surprised to receive a great looking tee shirt inside. Thank you again for all you do there!"
RESPONSE FROM BRUCE: Thanks for the kind words. We give a similar t-shirt (but with a different image, of course) in every one of our "mini/major" auctions, even if you only purchase one $1 item, so you might look out for those in the future (we have two more scheduled for the rest of 2010).
