Ordered Giant Penguin on 12/9/2014 - Still has not shipped according to UPS - [UPDATE - HAS NOW SHIPPED!]
I placed an order on 12/9/2014 and was excited to see an email with a UPS tracking number with an expected delivery date on 12/12/2014. Unfortunately, 7 days after confirmation, there is no sign that it actually shipped according to UPS. The status says: "A UPS shipping label has been created. Once the shipment arrives at our facility, the tracking status will be updated." Our credit card has been processed for the order and I've left a message with the overflow message service and an email, but have received no response. I am very concerned that the most important christmas gift I've ordered is missing in action and will not arrive in time for the holiday. A lack of response from BigPlush is very frustrating.
12/18/14 UPDATE: The online response was much appreciated and I now see the Penguin is on the way! Thank you very much. I'm happy to change my rating to a very positive review! Thank you for the quick response!
Response from bigplush.comDec 17, 2014
Hi,
I'll be happy to help. Here's GOOD NEWS: We tracked your order at ups.com with your tracking # 1ZE710V90395651239 - and it shows this is in transit to you now, with scheduled delivery to you this Friday, December 19th.
I researched your order, and I see that on December 9th you ordered one of our massive plush animals that ship in a box that 2 people can fit inside of. These type of orders do not have a specific guaranteed delivery date, but rather (as stated on the product page) are delivered within 14 days. We make and stuff these animals as orders come in, then we personalize them, then we ship those by UPS Freight or other freight carriers, and as stated on the product page, this takes up to 14 days to be delivered. We completely understand your concern however, especially since you received a notice from UPS wherein UPS told you that we had shipped )when in fact, all we had done was print the shipping label).
That premature email from UPS is the cause of many of this type of issue, and we are working with UPS to stop sending emails that assume that we ship the same day we print the label, which is not always the case.
Here is how our process works:
We print the shipping label first, then the label follows the order through all the various departments such as stuffing, personalizing the neck ribbon, adding t-shirts, embroidery, voice, and any other personalizations. Then, we prioritize which shipments get packed first based on our volume of orders for that day together with the guaranteed delivery date. In your case, the delivery on the 19th of December means you are getting it 10 days after you ordered (less then the 14 days quoted on the product page). We hope that is satisfactory, and we are very sorry for any unintended miscommunication through the UPS emails.
We have a huge volume of orders we are processing now this week, and in order to be able to meet all the current order commitments, we have stopped accepting any further orders for delivery before Christmas, as we work hard the next week to ship all current orders out on time before Christmas- and to fix any "problem" orders as they pop up. Although it might take an extra bit of time to get through to us now, that should subside soon, and we will be working all weekend to find any problem orders, contact any customers who have issues, and fix everything so everyone who was promised it, gets their order before Christmas.
Please let us know how you like your massive plush animal when it arrives. Thank you for your business.
CD
Cecilia D.
Received item in 2 days without asking
I ordered the Big Fox for my grandson. It wasn't the quality I was expecting. Some of the whispers came out when I smoothed them out and it could use more stuffing. I was going to send it back but Christmas is around the corner and there were no return instructions included with the shipment. I gave them 4 stars because I don't know how a return would have been handled and prompt service re delivery means a lot.
CU
Customer
The bear is great
I love the bear and he was delivered timely. The only problem was the ribbon is really too short and too small for the bear
DA
Dalton
very good service
I'm happy with the bear but some of the stitches around the paws have broke loss but besides that I'm very happy..
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.
DM
Dee M.
Plushibly Perfect!
Fabulous quality and received sooner than expected...a week earlier. I opened the box and took it out....then didn't want to put it back in. So soft and plush. However, it had to go back in the box as it is a gift for my son's fiancé. I honestly did not expect such good quality for a stuffed item that large. Fantastic! I will be ordering again. Thank you for the fantastic service and providing a product that far exceeded my expectations!
CU
Customer
Awesome!
The bear is huge! I one thing that a person can't tell by looking at the pictures is how soft and squishy it is. It's the perfect stuffed animal for hugging! I recommend this for anyone who wants to give a friend or loved-one a "Big" surprise!
