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Will not arrive on time! **UPDATE**
Before placing my order on Dec.16, I called to double check and make sure that my order would arrive on time. The man that I spoke to assured me that it would, as long as I pay for the 2 day shipping option. I was ecstatic and couldn't wait to see my 6 yr old daughter's face Christmas morning. I proceeded to placed an order on the 16th of Dec. Paid the extra shipping fee of $39.95 in order for it to arrive in time for Christmas. On the day of purchase I received an email that stated my item was shipped through UPS. I kept on tracking it but no movement, none at all. Then on the Dec. 21st, I received another email that stated my order is being shipped again, but now through USPS. However, there is no movement still. Nothing has left the warehouse. On their own website it states "yes, your order WILL arrive before Christmas...GUARANTEED..." I called and called.. Left a message and spoke to someone. She said she was in the overflow department all she can do is take my number down and give it to the ppl in the warehouse. They should call me back before the day is over. At this point, if my child's gorilla has not left the warehouse, there is no way that it will arrive on time (even though they Guaranteed that it will). Still no phone call or updated shipping info through UPS or USPS. Either way it goes, the shipping is 2 days shipping. If the order does finally leave the warehouse today or tomorrow, it will still be late. Don't make the mistake and ignore the few bad reviews like I did. Now, I am sitting here frustrated because I will have a disappointed child Christmas morning. If I had known, I would have made a purchase else where. A disappointed child Christmas morning was not what I had envisioned. ***UPDATE*** I received an email 20 mins after my initial review. The email was a new tracking number for over night delivery, Which would make it just in time for Christmas. The monkey gorilla is adorable. My 6 yr daughter loved it. I'm glad that the issue with it being delivered on time was solved. However, I received a white monkey gorilla, although I had ordered a the tan one (monkeying around). With her dragging it around and sleeping with it, I'm sure the white is not going to holdup. At this point I am just happy that it DID ARRIVE. To her it's a big monkey, so that's all that mattered. I just hate that I felt like I had to write a bad review to get a response. Overall the monkey gorilla is a nice quality. Really cute. My only suggestion is to make a follow up call, as soon as you receive your shipping info. If it wasn't for their not so informative call service and all over the place shipping ( or it just might be the postal service) They would be great. So since I did receive it on time, wrong one, but my child is happy.. I'll change my 1star to a 4.
Response from bigplush.comDec 24, 2014
Hi, We're very sorry you had a real bad experience. We had several layers of phone coverage, and we understand that not all customers were able to reach decision makers easily by phone today in particular. We saw your review and went ahead and did a second reshipment tonight, this time with UPS Next Day Air - with Tracking # 1ZE710V90196895497. That is to be delivered tomorrow. But just to be clear, we want you to know that we really DID re-ship the product stated in your review via US Postal Express Mail. I totally understand your reaction given their tracking details are not showing much at this time. But we are sure that your reshipment was definitely loaded into a US Postal Truck yesterday. We believe it may be one of their later trucks that picked up after 7 PM, as the driver stated that that load may not make it back in time to meet the day's official cut-off (which means it would sit in the mail room and be processed the next day). Whatever the case, by tomorrow, there should be some sort of new tracking information, and that will tell the story. Regardless of all of the above, we are truly sorry your specific experience wasn't EASY, DELIGHTFUL and FUN - which is where we want to take this business, (yes we know we have a lot of work to do in that area) given how lucky we are to have any customers at all - especially like yourself - who put your faith and trust in us. We appreciate your valid concerns and will do our best to make up in any way possible to you and any our customers who had a bad experience, such as you did.