Best Experience

The Customer Comes First

It seems obvious when we say it this way, but the customer is— you are— really the most important part of our business. We’re here to get you what you need, and want every single customer to think we’re great. Looks like it’s working, too. Our customer satisfaction measured by ResellerRatings is astronomically high. We’re in the top 10 stores online overall.

Along the way we’ve done something unheard of: we voluntarily halted growth several times. We found that growing too fast could impact our customer service. So, instead of buying more lenses, we invested money in our infrastructure to be certain we could keep the highest level of customer service even at an increased volume.

Online Rental Industry Leader

We’re always looking for ways to make our process better for you. As such, we’ve pioneered a number of pro-customer practices.

  • We were the first to accept reservations. What fun was it when you had to wait for something to be in stock, jump as soon as an email notification came in saying it was back, scramble to enter all your info, and then cross your fingers hoping you were first in line? Exactly.
  • We were the first to offer optional rental insurance, so you don’t have to worry about accidental damage. No hassle with insurance agents, no waiting for checks to clear.
  • We were the first to carry supertelephoto lenses, the first to carry camera bodies, and the first to carry studio lighting gear. You wanted it, and we figured out a way to make it happen.
  • We were the first to allow lenses to be taken outside the US.
  • We remain the only company to offer our two-in-two guarantee. Give us two weeks notice for a two-week rental, and we’ll make sure you have your lens, even if we have to buy another one to make it happen.

Best Technology

Frankly, we’re miles ahead of everyone else in the business. We didn’t just marry a shopping cart system to a web template and call ourselves a renting company, we took our years of experience renting camera gear and built exactly what we need from scratch.

  • Our customer-facing tools are better. You can track your packages directly from your account, check your return dates, print duplicate receipts, or cancel a reservation if you change your mind.
  • Our internal tools are in a league of their own. For instance, rather than guessing at where all our items are (which gets us in trouble if something unusual happens), we pro-actively check all of our stock in transit to ensure everything is working right. If there’s a problem, we learn about it early— much earlier than when we had humans managing inventory. The result is that our availability projections are spot-on. It’s also the only way to manage, say, 91 copies of a given lens.
  • We noticed a lot of our renters have iPhones, so we built an iPhone version of the site just for them. It’s a lot easier to work with on a small screen, and a lot faster over a cell network too.
  • We noticed some people want to know whenever our stock status changes, so we set up item-specific RSS feeds.

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