Customer service DOES Matter

[Silhouette]

I was going to wait this out to see what happened next as we know they lurk and this post may just tip them off to pull finger...

On the same day (Dec 5) I won separate auctions at eMoviePoster and Heritage. Being from another country the drill is that you pay for the item then they give you an option(s) on shipping (if you want it to be shipped immediately), you choose which and pay then they ship.

• Dec 5th Both auction houses generate an invoice pretty fast (same day), and that's fine. As is my way I pay immediately and await shipping advice/costs.
• Dec 7th eMoviePoster advise shipping costs, ask me to select my preference and pay. As is my way, I pay immediately.
• Dec 9th eMoviePoster advise the item has shipped.

And so we get to December 15 (just 6 days after shipping and 10 days after winning the auction) and my wife's beautiful German 'The Barefoot Contessa' arrives, along with my T-Shirt which I am wearing now as a write, but I digress...

So, since paying Heritage on Dec 5 I have heard nothing, nada, zip, zero, zilch on what the cost of the shipping cost will be but I got an invoice that states in the subject line "Immediate attention requested" . The item only cost $36, was going to be a Christmas gift but now I will probably tell them to shove it when they get round to contacting me.

Now sure, they do state (on the invoice_ "...Please allow 14-21 days for shipping...". But that is old school despatch methods and not acceptable today, and so explain why I have to wait 3 weeks before they ship it after demanding I pay 'immediately'

I hate poor customer service with a passion and will always do something about it (cue a letter of complaint). So a big 'feck you' to Heritage but sincere 'thanks' to Bruce and his team of ever changing number of staff for their continued quality of service.

[CSM]

David, unfortunately Heritage's service sucks for international customers.  All the onus is on the buyer to contact them etc.  And their shipping costs are never reasonable...

[Silhouette]

Yeah I know...just this time it really annoyed me!

[Bruce]

Thanks for the great testimonial, David. This is exactly why I got in the auction business. I had been in collectibles for 23 years before starting as a full-time movie poster dealer in 1989, and I had always been treated like dirt by auctions over those many years (terrible descriptions, over-graded items, rip-off shipping, no customer service, and in general total "BUYER BEWARE"), and I reasoned that an auction that gave TRUE customer service and treated everyone great (not just their millionaire buyers) would thrive and do great, and that is how it has worked out!

Bruce

[Rick]

I have given up on Heritage due to their mistakes on invoicing, costly postage and terrible communication (even though there were a couple of cheap sales in the past few weeks that i would have very much liked).
Bruce and Rich and most of those I purcahse from on eBay provide excellent customer service.