bigplush.comReviews of bigplush.com

Response from bigplush.comDec 15, 2014

Hi, I'll be happy to help. I see that when you ordered, you selected delivery guaranteed no later than Dec 19th. I just tracked your package at usps.com with Priority Mail Tracking # 9405515901484987019157 and it shows that it is in transit, and should be delivered in just 1 to 2 more days. Hope that helps. Let us know if we can help more, and how you like it when it arrives.

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.

Response from bigplush.comDec 15, 2014

Hi Monica, Oh boy, you are right. We really have had problems coping with the insanely large increase in orders these last few weeks before Christmas. As a result, customer service has been spotty at best, as we moved all our employees (including customer servce) towards the task of actually fulfilling all the orders. We are adding additional customer service reps, but unfortunately it takes time to train each new customer service rep, so there still is not as many as is needed - but it is slowly improving. After reviewing your order I see that you had selected the "Add Your Voice" option to your stuffed animal. At the time of your order, our system for handling the voice add-on was very flawed, (Our fault for releasing the feature before the system was perfected), and your order (as well as several other "add your voice" orders) got delayed as a result. We have since fixed the issue that caused the delays when adding your voice, as now customers adding their voice simply call this dedicated toll-free phone number right after they pay for their order, that walks the customer through the process and records the voice message on the spot. This enables us to much more quickly make your stuffed animal with your voice inside and ship it way faster then before. But I know this information doesn't fix your problem of waiting.... and calling... and calling.. with no response. So here is what we are doing: 1. We called you a few minutes ago, and left you a voice mail with a dedicated phone number you can reach us at, as well as the toll-free number (1-888-988-5961) to re-record your voice message. 2. We refunded all your money. (We sent you an email confirmation of the refund also). 3. We will ship your Big Plush animal for free to arrie before Christmas, as follows: As soon as you call 1-888-988-5961 and record your voice message, we will begin work adding your voice to the big plush animal you selected, and we will ship it within 24 hours of receiving your voice message. (It WILL arrive before Christmas as long as we receive your voice message within the next few days). We are so very sorry that your first experience with us has been a bad one. Hopefully we can make it a little better. Feel free to call the phone number left on your voice mail to discuss what more we can do to help. Thank you for your business.

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.