Great quality and customer support. Happened by chance to receive a bear of poor quality and they resolved my issue quickly and with no frustration on my end what so ever.
MA
Maria
Great Customer Service
I ordered a teddy from bigplush, there were a few complications along the way. However, these issues were resolved immediately, I am therefore very very happy with the outstanding customer service from this company.
Would definitely recommend.
Response from bigplush.comFeb 7, 2015
Hi Maria, I just tried calling you by phone and left a voice message with my callback number. I know you are in the United Kingdom, and we are in the USA but I think I got the time difference timed ok. Please reply back either by phone or to the email address I gave in my phone message today, so we can work together to make sure you are happy. Thanks again. -Mike
LU
Luc
Where is my order
My experience has been horrible. I ordered the 5ft teddy bear on January 10th. According to the e-mail they sent me it was shipped on the same day with a "Guaranteed" delivery date of January 20th. I still have not received my bear and when I called them a week ago they said he would call me back because his servers were apparently down. He also told me he would send it out via UPS and send me an email when he did. So far he has not done that either. So after me calling several times getting no response and leaving voice mails I will be calling my credit card company and having them cancel the order. Horrible experience and from other reviews on the bear i ordered its not even 5ft like it claims to be.
Response from bigplush.comFeb 7, 2015
Hi Luc,
It was nice speaking with you last week, as we worked to get this issued cleared up. As we discussed, you had originally placed your order on January 10th and selected this shipping method: "*FREE* SHIPPING: WILL Arrive by JAN. 20th". We shipped your order on January 12th via US Postal Service Priority Mail with this tracking # 9405515901484987039124. When I track that number at usps.com, it shows that your order was picked up from us on January 12th and was in transit to you at that time. However there are no further tracking details after that.
Obviously this was another US Postal Issue, as we have had similar delivery issues recently with Priority Mail - and have had several meetings with the local Postmaster. (As a side note, we have now stopped using the Postal Service for the majority of new orders because of incidents such as this).
As we discussed, after your order never arrived you did indeed contact us - and we did indeed promise to re-ship to you again - this time using UPS instead of the Postal Service. And as we discussed, that promise was not kept - thus causing you to submit your original review. (We have since added additional administrative staff to help keep up with our growing customer volume - so these things that should never have happened in the first place do not happen in the future). After reading your review, we then spoke with you, and as you know, we finally DID re-ship your order on Feb 3, 2015 via UPS with UPS tracking # 1ZE710V90398634314. I just tracked it at ups.com and it shows that it was delivered to you on Feb. 7th.
Since we have not heard back from you since then, it appears all is OK now. However we want to make sure, so please either reply back here to let us know if your issue was resolved to your satisfaction - or if there is anything more we need to do to help. Thank you for your business.
-------------------------------------
BELOW is the ORIGINAL Priority Mail Tracking information for the original order that was not delivered by the Postal Service, and after that is the new UPS Tracking info. for the NEW re-shipment that WAS delivered by UPS:
-------------------------------------
Tracking Number: 9405515901484987039124
Image of a progress bar displaying in-transit status in-transit
Expected Delivery Day: Tuesday, January 13, 2015
Product & Tracking Information
Postal Product:
Priority Mail 1-Day™
Features:
USPS Tracking™
Up to $50 insurance included
Restrictions Apply Priority Mail Insurance info icon
DATE & TIME
STATUS OF ITEM
LOCATION
January 12, 2015 , 6:02 pm
Departed Post Office
NEWARK, NJ 07105
Your item has left our acceptance facility and is in transit to a sorting facility on January 12, 2015 at 6:02 pm in NEWARK, NJ 07105.
January 12, 2015 , 5:08 pm
Picked up by Request
NEWARK, NJ 07105
January 10, 2015 , 5:34 pm
Shipping Label Created
NEWARK, NJ 07105
-----------------------------------------
1ZE710V90398634314
Updated: 02/07/2015 12:28 P.M. Eastern Time
Delivered
Request Status Updates
Delivered On:
Wednesday, 02/04/2015 at 12:48 P.M.
Left At:
Porch
Proof of Delivery
Shipment Progress
What's This?
Location Date Local Time Activity
Farmingville, NY, United States 02/04/2015 12:48 P.M. Delivered
02/04/2015 5:02 A.M. Out For Delivery
02/04/2015 1:54 A.M. Arrival Scan
Secaucus, NJ, United States 02/04/2015 12:23 A.M. Departure Scan
Secaucus, NJ, United States 02/03/2015 6:34 P.M. Origin Scan
United States 01/31/2015 12:44 P.M. Order Processed: Ready for UPS
CU
Customer
Satisfied
Shipped quicker than expected, and what I wanted. Is there more to ask for?
CU
Customer
Teddy Bear
The bear was said to be 5 feet, but when I received it, it wasn't as big as I thought it was but it was overall ok.
Response from bigplush.comJan 27, 2015
Hi. Please measure the bear from head to toe, it should be 60 inches long (which is five feet). As stated in the description, the measurement is from head to toe (not from rump up to head in sitting position). We have shipped a very large number of these without any complaints at all, so we want to make sure that you received the right bear. After measuring it, if you find that the actual measurement is not 60 inches, please let us know immediately, as it may be that you received the wrong bear, and in that case we would immediately re-ship you the correct bear at no extra charge.
I just tried calling you and received your voice mail, so I left a voice mail message with a direct phone number to call us back regarding this issue. We want you to be satisfied, so please do measure the bear and let us know what you find, so we can help if there is any size issue here. Thank you.
CU
Customer
Never got it.
I never got the bear I ordered and have been calling forever. Left my phone number and voicemails. Got nothing back. Won't be shopping here again and will be telling everyone to order from
Amazon.
Response from bigplush.comJan 27, 2015
Hi,
it was nice speaking by phone just a few minutes ago. As we discussed, the original address you gave us when you placed your order with us on January 15th had the wrong apartment number. As a result, your personalized giant stuffed animal order WAS delivered on January 17th (two days after you placed your order - and SEVEN days EARLIER than the guaranteed latest delivery date for the FREE shipping that you selected) - however the delivery was made to the apartment number that you gave us, (which was the wrong apartment number) and therefore your gift recipient never received it. You can track that original Priority Mail shipment at usps.com with THIS tracking # 9405515901484987040304.
Our records show that you did indeed call us 2 days ago on January 24th and left a voicemail message inquiring about the whereabouts of the parcel; and we are sorry your call was not responded to faster.
In any event I am happy that we reached a solution today where we will re-ship a NEW personalized stuffed animal to the correct NEW apartment number you gave us today - and we will NOT charge you anything at all for the reshipment. We understand you are entering the US Military soon, and we want to do our part to help make this easier for you in this case.
Your NEW Priority Mail tracking number for your re-shipment is 9405515901484987042445. As we discussed, your new shipment will not ship until the personalization is completed which will be within the next few days. So the new tracking number will not show activity for the next 2 or 3 days - until the personalization is complete and the re-shipment is picked up by the postal service. Then it should arrive within just a few days after it was picked up from us.
We hope this re-shipment at no extra charge helps. Let us know when your gift recipient receives the new re-shipment - and if everything is ok. Thank you.
CA
carly
Terrible Customer Service
We ordered a Teddy Bear from Big Plush and it arrived very quickly (only positive thing about this experience). A week later we found the same exact bear for $30. So we decided to return the $100 bear. We called the number provided online. The first time I called I spoke to a customer service rep who informed me that their servers were down (how convenient) so I would need to email him with all the information he requested so I did. I sent a follow up email since I hadn't received my return authorization number or the correct address to return my product (which is what it says they will do online). Two weeks went by and I heard nothing from him...so I called back and got someone else who told me she couldn't help me and that the previous rep was busy but she would let him know I would be emailing again. To which I did but still haven't heard a peep from him. I will NEVER use this company again and will tell everyone I know NEVER to use them. Not only are they way over priced they are unhelpful and unfriendly...all they want is your money!!
****Update*****
After posting the above review I did receive an email from Big Plush offering a full refund and allowed me to keep the bear. I have changed my stars to 4 because they went above and beyond to make things right which they didn't have to do. Thank you for providing excellent customer service the second time around and we will absolutely use you in the future.
Response from bigplush.comJan 26, 2015
Hi, I'll be happy to help.
We had many unforeseen challenges during the Christmas Holiday season, which caused our customer service to suffer greatly. I researched your order and see that you did, indeed contact during the Christmas season and were indeed promised a return authorization number - which was never sent to you. We deeply regret this. We have issued you a 100% refund, and you may keep the product for free. We also tried calling you by phone, and left a voice mail with a number you can call us back on.
We are very sorry this happened, and we are building new systems and adding people to ensure this kind of thing does not happen in the future.
JA
Jacob
Excellent!
Very easy to order. Was delivered very fast and the product was in perfect condition, exactly how I ordered it. I would recommend this company to anyone!
