It may not be bigplush fault but my item was said to be delivered by last Friday on my doorstep and we are now going on Tuesday and I am still bear-less. I called bigplush to help me and got told there was nothing they could do, that I had to contact UPS. I contacted UPS and they filed the claim and told me bigplush will call me back with in an hour with my package info or a new plan. I still have neither a bear or phone call.
Response from bigplush.comDec 23, 2014
Hi,
I'll be happy to help. Our phone reps are trained to never say never; to never say there is nothing we can do. It sounds like that was not the case in your case - and for that we apologize. Good news is that we are re-shipping tonight with UPS NEXT DAY AIR tracking # 1ZE710V90192529498. It should arrive tomorrow Dec 24th. Track it at ups.com. Let us know if we can help more.
DR
Drew
Waste of time and money
Ordered a big stuffed bear for my girlfriend for Christmas on dec 3. Haven't got it yet. Was supposed to be in on Friday still not here and the tracking hasn't changed. Says the shipping label has been made but hasn't been shipped. Now what am I supposed to give my girlfriend for Christmas? I thought this would be something different that she would really like but not anymore. Thanks for ruining my Christmas.
Response from bigplush.comDec 22, 2014
Hi Drew,
I'll be happy to help. We tracked down your order from the info. you gave us (First name Drew, order date Dec 3rd, Delivery Date Dec 19th) and we believe we found your order (which is shipping to Wisconsin zip code 53821). We are re-shipping with Express Mail tracking # 9470115901484987034774. This shipment should arrive on Wed. Dec 24th. We sent you a separate email confirmation of this new shipment.
CU
Customer
Shipping is a problem
I order it on 12/4/14 and it is the 15, and the tracking number they have me still says it haven't even been shipped. According to the website it should be here on or before the 19 so I don't know
Response from bigplush.comDec 16, 2014
Hi,
I'll be happy to help. Your package will show activity in UPS tracking system soon. It will arrive by the 19th as promised. We prioritize shipments by delivery dates; so there may not necessarily be tracking movement the day the shipping label is printed. We certainly understand your concern, and we are monitoring your shipment as well.
CU
Customer
Not impressed
I ordered a bear on December 3 for my daughter for Christmas. I received a shipping notification on December 8 with a tracking number. I have been tracking it and all it says is the label was created but it was never taken to UPS. Estimated delivery was December 11 and I still don't have my bear and it still says label created but UPS does not have the package. I called customer service and all they told me was there a many steps in the process before you receive your item. It is now the week before Christmas and that is the only thing she has asked for and I don't have it. My concern is when it comes if it's the wrong bear I don't have time to return it. I ordered it in plenty of time for Christmas to give myself a cushion in case something went wrong with the order and I needed to exchange it. All I can hope is that it gets here in time. It's very unlikely I will order from them ever again.
Response from bigplush.comDec 15, 2014
Hi,
I'll be happy to help.
I see that you selected the following shipping method: "*FREE* SHIPPING: Delivery on or before Dec 19th". As today is Dec 15th, please rest assured your order will arrive by that date.
As out volume of orders increase, we prioritize orders with personalization that have earlier guaranteed delivery dates - over orders with personalization that have later guaranteed latest delivery dates.
We certainly understand your concern,and we are sorry for the confusing communication - especially regarding UPS shipments like yours; and a lot of this stems from the fact that we print shipping labels First - before we do any personalization, and then the order (along with the shipping label) goes through all the different departments that do the personalization that was requested. When the final personalization is done, then the order is packed in it's box, and the shipping label (which has been following along with the order) is affixed to the box, and then the box is sent to our loading dock for pickup.
The communication problem stems from the fact that UPS sees us printing the shipping label, and just assumes we are shipping it that same day, so UPS then sends the customer an email saying that the box is shipping today and you can expect it to arrive by XYZ Date". Of course, that is not true in many cases, since there is personalization in-process. Meanwhile our internal systems Are tracking the order's "Guaranteed Latest Delivery Date".
We appreciate your concerns and we are making sure you receive your order when promised. Please don't hesitate to reply back or call us at 1-800-238-9481 (although there is no need to do so).
We are also working on making changes to our system so that UPS does not send out these premature emails. Thank you for your business.
P.S. You mentioned you are concerned if the wrong bear arrives you will not have time to return it; please don't worry as we are preparing much more customer service reps for the last few days before Christmas - for just that type of scenario.
CU
Customer
Less than average experience
The ribbon color on my animal was incorrect & the message had typo's. Won't be back.
Response from bigplush.comDec 4, 2014
Hello,
We're very sorry you had a bad experience. Since it is a bit late now, we will try to contact you tomorrow, to see to it that we do whatever is necessary to help in any way possible. We are aware of an intermittent glitch on some browsers regarding choosing the color of the free neck-ribbon, and we're working hard to fix it. We'll reach-out to you tomorrow to see how we can best help.
WA
Wes A.
Product was good, delivery unacceptable!!
I purchased my item on a Monday and paid good money to be delivered by Friday for a baby shower on Saturday. My item arrived the following Monday after the shower, could have saved a lot with normal shipping if it wasn't going to show up on time!!
Response from bigplush.comSep 16, 2014
Hi Wes,
We are so sorry the order arrived late. I tracked your parcel at ups.com with your tracking number: 1ZE710V90391815579 and it shows that although we shipped it in time for UPS to guarantee delivery on Friday Sept 12th, UPS states that: "09/11/2014 6:00 A.M. A late UPS trailer arrival has delayed delivery. We're adjusting plans to deliver your package as quickly as possible."
We are really sorry that UPS delayed delivery until Monday. I know we or anyone else can't make up for this, and although UPS was late - you still ordered from US - so we want to do something as a sign of good faith. Therefore we have refunded you back the $19.95 shipping charge that you paid. We know it doesn't make up for this, but we hope hat it helps.
Once again please accept our apology for this unintended issue. Let us know if we can help in any way further. You can reply here either publicly or privately, or you can always call us Toll Free at 1-800-238-9481.
-Regards, Big Plush Customer Care
---------------------
BELOW is the complete tracking history through UPS for your records:
---------------------------
1ZE710V90391815579
Updated: 09/15/2014 10:45 P.M. Eastern Time
Delivered
Request Status Updates
Delivered On:
Monday, 09/15/2014 at 6:43 P.M.
Left At:
Front Door
Proof of Delivery
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Continue
I am already a UPS My Choice® Member
Additional Information
Shipped/Billed On:09/08/2014Type:PackageWeight:6.00 lbs
Shipment Progress
What's This?
Location Date Local Time Activity
Ontario, CA, United States 09/15/2014 6:43 P.M. Delivered
09/15/2014 6:39 A.M. Out For Delivery
Ontario, CA, United States 09/13/2014 2:17 A.M. Arrival Scan
Vernon, CA, United States 09/13/2014 1:21 A.M. Departure Scan
Vernon, CA, United States 09/12/2014 4:30 A.M. Arrival Scan
Vernon, CA, United States 09/11/2014 6:00 A.M. A late UPS trailer arrival has delayed delivery. We're adjusting plans to deliver your package as quickly as possible.
09/11/2014 6:00 A.M. We've held the package at this facility. This may cause a delay.
Secaucus, NJ, United States 09/09/2014 5:44 A.M. Departure Scan
Secaucus, NJ, United States 09/08/2014 10:14 P.M. Arrival Scan
Newark, NJ, United States 09/08/2014 9:53 P.M. Departure Scan
09/08/2014 8:30 P.M. Origin Scan
United States 09/08/2014 9:03 A.M. Order Processed: Ready for UPS
RS
Ruth S.
A week later, order not yet received; cannot obtain even an estimate of the delivery date.
The last info I received from this group was 5 days ago - which said my order had been picked up but there was no date for estimated delivery. In FIVE days, that lack of estimate has not changed. I don't mind if something takes a bit of time to ship, but I do expect to be kept informed. I have a granddaughter that calls every day to see when her teddy bear will arrive. I will seek a refund of my money.
Response from bigplush.comAug 31, 2014
Hi,
I'll be happy to help. When we read your review, we checked our shipping manifest to make sure that we shipped on time. It shows you ordered on Aug. 23rd with free shipping and guaranteed delivery on or before Sept 4th. We then tracked the parcel at ups.com, using your tracking number: 1Z07289E0391813472. On the UPS website, it shows that UPS picked up the parcel from us on the 25th, but then it shows o further activity, and worse yet - i shows NO scheduled delivery date. Obviously something is wrong at UPS regarding this shipment. We are real sorry this has affected you, since delivery should have taken ony 2 business days. We will contact UPS to file an insurance claim, since it appears it is ost in the ups system. But since that doesn't help you, we are also re-shipping a new shipment to you on Tuesday Sept 2nd (since today is Saturday, and there is no shipping today, tomorrow or Monday which is a Holiday). Even so, once we re-ship to you on Tuesday Sept 2nd, you still should receive it on Sept 4th - which is the latest guaranteed delivery date, as shown when you placed the order. I hope this helps. We will emai your new re-shipment tracking number by Tuesday, and I will watch the tracking this time, to make sure your parcel actually MOVES this time.
-Big Plush Customer Care
P.S.
By the way, I copied and pasted all of the tracking info from UPS.com regarding your shipment below, in case you did not have it:
----------------------------------------------
Tracking Detail
1Z07289E0391813472
Updated: 08/30/2014 9:39 P.M. Eastern Time
Picked Up
Scheduled Delivery:
Scheduled delivery information is not available at this time. Please check back later.
Last Location:
Newark, NJ, United States, Monday, 08/25/2014
What time will your package be delivered to your home? Get FREE approximate Delivery Windows on most UPS packages.
Continue
I am already a UPS My Choice® Member
Additional Information
Shipped/Billed On:08/23/2014Type:PackageWeight:7.00 lbs
Shipment Progress
What's This?
Location Date Local Time Activity
Newark, NJ, United States 08/25/2014 4:14 P.M. Pickup Scan
United States 08/23/2014 7:23 P.M. Order Processed: Ready for UPS
SM
stacey M.
Happy and not happy
I bought two big unicorns. The shipment was extremely fast. Unfortunately one of the unicorns came apart at the seam a month later and I did call the company but never heard back.
Response from bigplush.comAug 6, 2014
Hi Stacey,
We're real sorry one of the two unicorns was not up to standards. We are re-shipping a brand new, identical replacement unicorn tomorrow August 7th via UPS with tracking # 1Z07289E0393654346. Please let us know how you like it when it arrives. We can arrange for the return of the damaged one after you let us know if you are satisfied with this replacement. Call us at your convenience at 1-800-238-9481 or email us whenever you are ready. Hope this helps.
