For example, the first time I placed an order with them, I got an email saying that my order had been received, and then a couple of hours later, I got another email saying that my order had been processed, and I should receive the package within 4-5 business days. Well, after waiting the requisite 4-5 days, and not receiving the package, I emailed them. They responded pretty quickly, telling me that my credit card had been declined, and therefore my order had been cancelled.
This wasn't a big surprise, as I've had problems using that particular card for online purchases in the past, but it certainly would have been nice of them to let me know! Anyway, I resubmitted the order using a different card, and from there, everything went fine. I haven't really had any problems with the other orders I've placed with them.
So, to summarize, they're pretty good at responding to questions/complaints, but if there's a problem with your order, don't expect them to let you know, because they probably won't. Oh, and as far as their special offer where you can get 1 free DVD for every 3 DVDs you buy, it's nice that they allow you to choose which free DVDs that you want, but it has been my experience that most of the ones from popular studios (e.g. Evil Angel, Acid Rain, etc.) are unavailable, in which case you get a random DVD of their choosing.
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