I placed an order on Dec 6 and was guranteed shipment by Dec 18th. I was sent a confimration of shipment so I did not worry. Then when I went to look up the order it says only a label has processed and it hasnt even shipped. This is my #1 Christamas Item. I have called and emailed Big Plush with no response. Looks like this is not the first time this has happened. I am so frustrated!!
Response from bigplush.comDec 19, 2014
Hi Amanda,
As we discussed by phone today, we are making arrangements for shipment of the new bear with delivery before Christmas, as well as searching to see if we can locate the more specific color that we were temporarily out of stock. We will update you this weekend.
MO
Monica
It was so bad that I thought it was a scam
I placed my order on the 1st and now it's the 14th, and still haven't heard anything about my order status. I tried calling numerous times and received their voicemail. I left messages and no one returned my phone call. Furthermore, when I finally spoke with one of their employees, they told me someone would call me within 24 hours. Two weeks have gone by and no one has returned my phone call. Ultimately, I'm still wondering if this is a scam.
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.
KA
Karan
package
Never have been shipped
Response from bigplush.comDec 12, 2014
Hi,
I'll be happy to help. I see you placed your order with Delivery no later than Dec 12th. Tracking information at usps.com shows your order was delivered yesterday by the US Postal Service on Dec. 11th at 11:07 AM "at or by mailbox".
Please check again to make sure it might be with a neighbor or by the house. We will try to call you in the morning to resolve your problem, and you can also call us at 1-800-238-9481. Let's see what exactly happened, and let's work to make sure you are satisfied.
BELOW is a copy of the tracking status for this order as of now, from usps.com:
Tracking Number: 9405515901484987015463
Image of a progress bar displaying In Transit status delivered
Updated Delivery Day: Thursday, December 11, 2014
Product & Tracking Information
Postal Product:
Priority Mail 2-Day™
Features:
USPS Tracking™
Up to $50 insurance included
Restrictions Apply Priority Mail Insurance info icon
DATE & TIME
STATUS OF ITEM
LOCATION
December 11, 2014 , 11:07 am
Delivered, In/At Mailbox
WALTHAM, MA 02451
Your item was delivered in or at the mailbox at 11:07 am on December 11, 2014 in WALTHAM, MA 02451.
December 11, 2014 , 9:38 am
Out for Delivery
WALTHAM, MA 02451
December 11, 2014 , 9:28 am
Sorting Complete
WALTHAM, MA 02451
December 11, 2014 , 8:13 am
Arrived at Post Office
WALTHAM, MA 02451
December 5, 2014 , 7:54 pm
Shipping Label Created
NEWARK, NJ 07105
December 5, 2014 , 5:56 pm
Departed Post Office
NEWARK, NJ 07105
December 5, 2014 , 4:44 pm
Picked up by Request
NEWARK, NJ 07105
CL
Corey L.
We never received our item
We never received our item
Response from bigplush.comNov 24, 2014
Hi Corey,
It was nice speaking by phone today. I'm glad we could get this resolved. Your new tracking number was just sent by email. Please reach out to us with any other concerns concerning your order at 1-800-238-9481.
CU
Customer
glitch order system. not shipped on time
This is my 3rd order.. should have learned the first and second time.. glitch order system.. not shipped in time
Response from bigplush.comSep 6, 2014
Hi Customer,
Please let us know which order this is, so that we can see exactly what went wrong, and do whatever we can to help. You can reply privately if you prefer, or you can call us anytime toll free at 1-800-238-9481.
WR
William R.
Worse experience ever
I ordered a stuffed bear for my fiances birthday supposed to arrive on June 12 didn't get it got my money refunded and they gave me a credit well low and behold I order again with a guarenteed delivery date got it 6 days after the so called Guarenteed delivery date and it was supposed to have my voice recording on it which does not work called and was told they would send a new box for my message that was over a month ago never got it I will never order a thing from Big Plush again stay away from them by far my worse experience ever
Response from bigplush.comAug 6, 2014
What can we say except, we blew it. We began offering the "add your voice" service before we should have, and there were still kinks that needed to be worked out. The service now works fine - but that wasn't the case here. Although there is no way we can make up for this, we have sent multiple shipments (including a new replacement voice module that does work), and we had already refunded 100% of the order. We are truly sorry, and have indeed learned our lesson, so as to avoid this from happening again. If by chance you experience ANY problem with the replacement voice module, let us know, and we'll ship a new one asap.
LW
luke W.
Terrible. i still don't have my package
Good selection, but awful service.
Response from bigplush.comJul 11, 2014
We are sorry about this - looks like two duplicate international orders were made at approximately the same time, and we dropped the ball by not verifying if one order was an accidental duplicate order. As per our phone discussion today with customer, we are doing the two things that we promised we would do, in order to ultimately resolve this to our customer's satisfaction. We will actively follow-up again with our customer in a week to make sure customer is satisfied with service and product, or if there is more that we need to do.
