bigplush.comReviews of bigplush.com

Response from bigplush.comJan 26, 2015

Hi, I'll be happy to help. We researched your order and see that you placed your order on January 14th and told us to Ship Internationally to the United Arab Eremites. You selected "Express Mail International" as your shipping method, and told us you needed delivery there in exactly 4 days in order to arrive in time for a birthday. As stated on the website, International shipments sent via Postal Service have no guaranteed delivery date and may take between 1 week and 3 week on average for delivery - but there are no date-definite guarantees whatsoever because delivery date is dependent entirely on Customs within each Country. When you placed your order on January 14th, you added the following implicit instructions in the checkout box where it asks if there is anything important we should know about your order, and this is exactly what you wrote: "I need it to be delivered on 19/01/2015 because that is the birthday, please let me know if it would not arrive on that day" We immediately contacted you and told you that we would go above and beyond our normal procedures, and we offered to ship via UPS International Express with delivery Guaranteed on the exact date that you wanted, which was January 19th 2015 (which was just 4 days from when you placed your order). You then replied that you did NOT want to spend the additional funds necessary to ship this from USA to the United Arab Emirates with GUARANTEED Delivery in 4 days - which you originally wanted. You then also told us to go ahead and ship the normal way you originally selected, which was via Postal Express Mail International. But very soon after that, you called us again and became irritated that the box may take 1 to 3 weeks for delivery, which we had already explained, and which is stated on our site. We then therefore explained to you that we could not live up to your delivery expectations, and therefore we immediately refunded 100% of your entire payment and cancelled the order. We love our customers, but sometimes we simply can not satisfy everyone. Let us know if you have any other concerns, and we will certainly do our best to address them to your satisfaction.

Response from bigplush.comFeb 11, 2015

Hi Amy, I just wanted to follow-up and make sure that you DID in fact receive the Express re-shipment with UPS Next-Day Air Tracking # 1ZE710V91391654813 which ups says was delivered to you on January 21, 2015. Since we didn't hear back from you after that, we are assuming everything is okay. But please feel free to reply either directly here, or by calling us anytime at 1-800-238-9481 if there is anything more we can help with. Thank you for your business.