bigplush.comReviews of bigplush.com

Response from bigplush.comJan 27, 2015

Hi, it was nice speaking by phone just a few minutes ago. As we discussed, the original address you gave us when you placed your order with us on January 15th had the wrong apartment number. As a result, your personalized giant stuffed animal order WAS delivered on January 17th (two days after you placed your order - and SEVEN days EARLIER than the guaranteed latest delivery date for the FREE shipping that you selected) - however the delivery was made to the apartment number that you gave us, (which was the wrong apartment number) and therefore your gift recipient never received it. You can track that original Priority Mail shipment at usps.com with THIS tracking # 9405515901484987040304. Our records show that you did indeed call us 2 days ago on January 24th and left a voicemail message inquiring about the whereabouts of the parcel; and we are sorry your call was not responded to faster. In any event I am happy that we reached a solution today where we will re-ship a NEW personalized stuffed animal to the correct NEW apartment number you gave us today - and we will NOT charge you anything at all for the reshipment. We understand you are entering the US Military soon, and we want to do our part to help make this easier for you in this case. Your NEW Priority Mail tracking number for your re-shipment is 9405515901484987042445. As we discussed, your new shipment will not ship until the personalization is completed which will be within the next few days. So the new tracking number will not show activity for the next 2 or 3 days - until the personalization is complete and the re-shipment is picked up by the postal service. Then it should arrive within just a few days after it was picked up from us. We hope this re-shipment at no extra charge helps. Let us know when your gift recipient receives the new re-shipment - and if everything is ok. Thank you.

Response from bigplush.comJan 26, 2015

Hi, I'll be happy to help. We researched your order and see that you placed your order on January 14th and told us to Ship Internationally to the United Arab Eremites. You selected "Express Mail International" as your shipping method, and told us you needed delivery there in exactly 4 days in order to arrive in time for a birthday. As stated on the website, International shipments sent via Postal Service have no guaranteed delivery date and may take between 1 week and 3 week on average for delivery - but there are no date-definite guarantees whatsoever because delivery date is dependent entirely on Customs within each Country. When you placed your order on January 14th, you added the following implicit instructions in the checkout box where it asks if there is anything important we should know about your order, and this is exactly what you wrote: "I need it to be delivered on 19/01/2015 because that is the birthday, please let me know if it would not arrive on that day" We immediately contacted you and told you that we would go above and beyond our normal procedures, and we offered to ship via UPS International Express with delivery Guaranteed on the exact date that you wanted, which was January 19th 2015 (which was just 4 days from when you placed your order). You then replied that you did NOT want to spend the additional funds necessary to ship this from USA to the United Arab Emirates with GUARANTEED Delivery in 4 days - which you originally wanted. You then also told us to go ahead and ship the normal way you originally selected, which was via Postal Express Mail International. But very soon after that, you called us again and became irritated that the box may take 1 to 3 weeks for delivery, which we had already explained, and which is stated on our site. We then therefore explained to you that we could not live up to your delivery expectations, and therefore we immediately refunded 100% of your entire payment and cancelled the order. We love our customers, but sometimes we simply can not satisfy everyone. Let us know if you have any other concerns, and we will certainly do our best to address them to your satisfaction.

Response from bigplush.comFeb 11, 2015

Hi Amy, I just wanted to follow-up and make sure that you DID in fact receive the Express re-shipment with UPS Next-Day Air Tracking # 1ZE710V91391654813 which ups says was delivered to you on January 21, 2015. Since we didn't hear back from you after that, we are assuming everything is okay. But please feel free to reply either directly here, or by calling us anytime at 1-800-238-9481 if there is anything more we can help with. Thank you for your business.

Response from bigplush.comJan 15, 2015

Hi Pavan, Thanks for your thoughts. I see that you ordered a big personalized stuffed animal on January 3, 2015 and you selected this shipping method: "Will Arrive By JAN. 7th - Delivered on or before Jan. 7th FLAT RATE SHIPPING - Delivery GUARANTEED No Later Than WED. 01/07/15". I tracked your parcel at ups.com with your tracking number 1ZE710V91396508561 and it shows that UPS picked your parcel up from us on Jan. 6th, and delivered it to you the next day on Jan 7th. Did you try contacting us about your issue other than this review? We are not sure what exactly you did not like, or what the specific minor damage was that you described in your review. We will reach out to you to fund out exactly what went wrong - then we will do whatever is necessary to ensure you are satisfied.

Response from bigplush.comJan 15, 2015

Hi, I'll be happy to help. I see you placed your order on Dec 15, 2014. You selected the following shipping method: "*FREE* SHIPPING: WILL Arrive *AFTER* Christmas - Delivered on or before Dec. 31st - Delivery GUARANTEED No Later Than Wednesday, December 31st". I tracked your parcel at usps.com with your tracking number 9405515901484987027039 and it shows that the US Postal Service picked-up your parcel from us on Dec. 15, 2014. This was shipped via 2-Day Priority Mail. Unfortunately we had a big problem with many Priority Mail shipments in December 2014 (scroll down and read all the other complaints). About 10% of our Priority Mail shipments in December sat for extended periods of time in the Postal System - and many were eventually delivered much later than scheduled - and still some were not yet delivered at all (such as your package). We have had several meetings with the local Postmaster to determine the root cause, and fix the issues that caused this on a local level. We sincerely regret 2 things: 1. That your package was among those not delivered by the Postal Service. and 2. That we failed to communicate with you and gave you very poor customer service. Therefore we have done 2 things: 1. We just refunded you back 100% of your payment (we emailed you confirmation of the refund in a separate email), and 2, We are re-shipping your giant Kangaroo (for Free) tomorrow January 15th, with this NEW ups tracking number: 1ZE710V90394113956. Track it tomorrow night at ups.com. We are extremely sorry about this issue, and we are learning from these missteps, and working hard to develop systems to avoid this in the future (at least regarding things we control - such as customer service). Please let us know if we can help in any other way.

Response from bigplush.comJan 7, 2015

Hi Jennifer, It was great speaking by phone today. We went ahead and did the 2 things we promised we would today, so you should already have email confirmations of both. And the additional back order is on track for delivery within 1 to 3 weeks, exactly as we discussed. Glad we could work together on this. Thanks so much for your kindness and your business.

Response from bigplush.comJan 7, 2015

Hello, Please call us back at the phone number we left for you today on your phone voice mail.

Response from bigplush.comJan 6, 2015

Hi Stephanie, We appreciate your comments. We looked into this matter, and we just called you by phone, and left a voice message with direct phone number to call back.