Product arrived with a hole in the seam with stuffing falling out. There wasn't time to send back for a replacement - as it was a first birthday gift. I know how to sew, so I was able to repair it myself, but shouldn't have to. Poor quality control. To be fair, I didn't ask for a replacement due to time constraints, so I can't say if it would have been repaired or replaced by big plush.
Response from bigplush.comDec 31, 2014
Hi, Thank you for your helpful feedback. We will use your honest opinion to improve. We deeply regret that you had a bad experience. We have refunded you back all of your money as a goodwill gesture. We are also re-shipping a new stuffed animal using a new tracking number that we sent you via email. We wish you and your family a happy and healthy New Year. Feel free to contact us by email or phone 800-238-9481 with any further concerns.
ST
Stacey
Shipping Time
Ordered December 10 and the product has still not arrived. Suggest using UPS vs. USPS.
EW
Edward W. H.
Delivery of Ordered Product
Right now I am a little miffed as the usps have yet to deliver my package. It is not your company's fault, but the shipping label was applied on the 12th of December. It is perplexing that your company is using the USPS when they are not a very reliable organization. I just hope that I will receive the package some time this year and not have it stolen by a USPS employee.
Response from bigplush.comDec 24, 2014
Hi Edward,
We will call you tonight, to see whatever it is that needs to be done to help. I'm sorry you have not had good communication from us. If we can't reach you tonight, we will call you in the morning to see what needs to be done. We know this
CU
Customer
Pending Order
We'll so far not so good. I ordered a large dog several weeks ago. Last week I called to get an update on delivery status.As there was no answer I loft a message. Its been 5 days and there has been no call back yet??????
Response from bigplush.comDec 15, 2014
Hi,
We're real sorry you have not had your inquiries answered in a timely fashion. Our customer service has been bad the last few weeks as we have experienced a huge increase in orders, above and beyond what we planned for. We are working hard to improve this situation for sure.
I see you placed your order and chose the shipping method that had a guaranteed delivery date of no later than Dec 18th. The good news is that your order is shipping tomorrow Monday Dec 15th, with and expected delivery date of Wednesday Dec 17th. We just emailed you your UPS tracking number. You can track it with that number after 9 PM tomorrow Monday Dec 15th at ups.com.
Thanks for your patience, and please let us know how you like the big plush animal that you ordered, after it arrives.
RC
Russell C.
No return call on ribbon complaint
Received my order...unicorn looked great but the ribbon monogram was worded wrong. Called twice...about two days apart and each time no service agent was available and my return call number was left each time..to date no one has returned my call. The wording on the ribbon was suppose to read: "Angelina......May all your dreams come true"....it read: Angelina.....May all your come dreams true.
Response from bigplush.comNov 28, 2014
Hi Russell,
I'll be happy to help. We're very sorry to hear about the issue with incorrect ribbon imprinting and also with not getting back to you promptly by phone. We are working on adding staff to handle the big increase in phone calls this past week. We're sorry your call wasn't promptly returned. We are re-printing a new satin neck ribbon, and it is shipping with Priority Mail Tracking # 9405515901484987010857. It should arrive within a few days. Please let us know what more we can do. You can reply publicly or you can try calling us again at 800-238-9481, as additional staff will begin answering phones within a day or so.
TC
Thej C.
ruined the surprise!
it was planned to be a birthday gift. some sort delay made its delivery a day long.now its just a simple parcel.i missed the anxiety which would have been if the delivery was done as scheduled.
Response from bigplush.comNov 17, 2014
Hi Thej,
I'll be happy to help. I tracked your shipment which was guaranteed by UPS to arrive to you on Nov 17th, with your UPS tracking # 1ZE710V90390646227. It shows that on Nov. 12th, UPS had a tractor trailer disruption, which caused the shipment to remain in Illinois for over 24 hours, before it continued on, which caused it to be rescheduled to arrive tomorrow on Nov 18th, which is one day after it was originally scheduled to be delivered.
Regardless of that, we know this doesn't change the fact that your surprise was ruined - and there is nothing we can do to un-do that. We are really sorry this happened.
Our records show that you paid an extra charge to guarantee delivery on the 17th, so we have already refunded you back 100% of that charge.
We never like to see our customers disappointed. Please feel free to reply here publicly, or you can always call us directly at 1-800-238-9481, to see what more we can do to help.
After you get delivery....Whatever your concerns are... just let us know.
-----------------------------------
BELOW is the current Tracking information for this shipment from ups.com:
Updated: 11/17/2014 9:23 A.M. Eastern Time
In Transit
Out for Delivery
Delivered
Business
Day(s) Left 1
Change Delivery
Request Status Updates
Scheduled Delivery Updated To:
Tuesday, 11/18/2014, By End of Day
Last Location:
Departed - Hodgkins, IL, United States, Thursday, 11/13/2014
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Shipment Progress
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Next Scheduled Event: Tuesday,11/18/2014 by 10:00 A.M.
Location Date Local Time Activity
Hodgkins, IL, United States 11/13/2014 7:17 A.M. Departure Scan
Hodgkins, IL, United States 11/12/2014 2:06 P.M. Arrival Scan
11/12/2014 12:19 P.M. Departure Scan
11/12/2014 12:00 P.M. Disruption in network - tractor trailer
11/12/2014 11:55 A.M. Arrival Scan
Secaucus, NJ, United States 11/11/2014 4:24 A.M. Departure Scan
Secaucus, NJ, United States 11/10/2014 9:39 P.M. Arrival Scan
Newark, NJ, United States 11/10/2014 9:17 P.M. Departure Scan
11/10/2014 6:56 P.M. Origin Scan
United States 11/09/2014 10:48 P.M. Order Processed: Ready for UPS
DW
david W.
not complete order
didn`t get the right wording on the t-shirt i ordered. every thing else was fine.
Response from bigplush.comNov 10, 2014
Hi David,
It was great speaking by phone this evening. As promised, we are re-doing both the personalized t-shirt and the personalized neck ribbon. They will be shipped later this week, and we will email you the tracking number as soon as we ship. Please let us know when these arrive - if they are correct, and if you are happy with them.
We appreciate your patience and hones remarks. Thanks much.
AW
Arthur W.
Great Customer Service, but dissapointed
Great product, but when i got it, the bear seemed a little dirty...there were parts of the fur that looked like it was stuck together..i had to try to get the sticky parts of it out and ended up pulling some of the fur out.
Response from bigplush.comNov 7, 2014
Hi Arthur,
It was great speaking with you by phone yesterday. It was good that our discussion led to us doing the things that helped ensure your satisfaction, and also allowed us to dig deeper to find out what the root cause of this issue was. Thanks so much for your business. Let us know if there is ever anything more we can do to help.
