Alot of issues. I ordered on the 2nd. Should have got by the 10th. Didn't receive until the 18th after several calls. After several excuse I was promised additional items for my daughter's ruined birthday. And now I am getting no response form email etc.
Mike was very nice and professional seeming, but after messing up an order several days in a row, whatever promises that are made should be kept.
I've sent another email out today hoping it's a real email since I have never got a repose before.. Fingers crossed..
Side note. Customer service seems nice. Bear is very nice but the several different issues don't make up for late birthday present and broken promises.
If what was promised was kept, the only issue would be the late shipping. Hopefully can be resolved so I can come back with a much better review since products do deserve a better rating
RO
Rob
They do not respond to emails or…
They do not respond to emails or calls/voicemails. I was trying to get a replacement for a gorilla and he sent me something smaller but i never wanted one smaller with different material than the one i actually paid for, The person on the phone said that he will work with me until i am satisfied but completely ignores everything.
IN
inthedoghouse
disappointing packaging
I ordered the 6foot rose. I was quite disappointed in the packaging. The rose was obvious squeezed and squished into the package. In fact, it looked a bit deformed and I had no choice but to present it as-is on valentine's day. Not very impressive. I will most likely not recommend bigplush to anyone because of this. Valentine's Day is important and presentation is a big part of it... bigplush failed me :(
Response from bigplush.comFeb 18, 2015
Hi, we're really sorry to hear that the rose came out of the box in bad condition. We are actually working on a brand new design box for this, as the shipping carriers can be rough with these tall and slender boxes. In any event we feel bad and want to help. Therefore you should check your email for a communication from us that I think may help a little. Please feel free to call directly at 1-800-238-9481 anytime to let us know how we can help more. We tried calling you but it kept ringing and there was no option to leave a message. So check your email for the communication from us that we just sent, and then call or email us to let us know what more we can do. Thanks!
LA
ladyatoria
Disappointing, not very 'plushy'
We ordered the 5' tall husky for our daughter, after reading other reviews we were expecting a nice 'plushy' stuffed animal, only in giant size. We were very disappointed to receive an over-sized carnival stuffed animal; thin fur, not soft or plushy at all. The only spot on him that was soft and furry was his cheeks. The rest of him feels almost gross and is super thin. Don't imagine he will last long. We were also disappointed after paying $95.00 for freight for a "30lb box that 2 people can fit inside" We weighed the box as soon as it got here knowing it was falling a little short. It weight 17.5lbs and possibly 2 ten year olds could have crammed inside. Not sure why the super expensive shipping. If they would get the weight correct shipping would probably be half as much. This product is waaaay over-priced.
Response from bigplush.comJan 14, 2015
Hi,
I'll be happy to help. It appears from reading your review that we stuffed this product incorrectly. We will fix it and make it right. We are reshipping another dog that is stuffed with the correct SOFT filling.
We apologize for this; the premium soft stuffing that we use for our retail customers is different than the stuffing used for some of our amusement customers. We deeply regret that it appears that you received your dog with the wrong filling.
We have emailed you your new UPS tracking number for your new re-shipment. It should arrive within a week.
Please let us know what more we can do.
CU
Customer
Big talk, little action
The only gift my daughter asked for was the giant kangaroo. After ordering and receiving the shipping notice from the company and UPS, I was surprised to find out it never shipped (only found out when did not arrive on delivery date). After repeated calls, I discovered from Michael that the material was back ordered and so they were going to refund my money - which they did quickly I must say. However, I would have appreciated earlier notice and believe the only way I discovered the issue was by staying on top of the package. Also, initially I was very impressed when Michael offered to purchase a similar product from another company in order to make things right. However, I am glad I went ahead and ordered as I never heard from him again. Needless to say, I am not impressed.
Response from bigplush.comJan 7, 2015
Hi Kelly,
We appreciate your input. Thanks for taking our phone call today and accepting our apology. We experienced tremendous growth in December that we were not prepared for, and as a result, we disappointed some of our most loyal customers, such as yourself.. At the time of your call-in to our offices in mid December, we did not have proper systems in place or adequate staff on hand to handle the very, very large increase in orders we were experiencing at that time; and although we did the best we could at the time, it was simply not enough in some instances such as yours.
When we issued your refund while you were on the phone with is in mid-December - we also offered to buy you another similar product from a different manufacturer to send to you at our expense. However our phone conversation was ended prematurely without us properly entering and saving the follow-up notes from that conversation into our system. Therefore, although the 100% refund WAS issued as promised, the additional promise we made to you (which was for us to buy another stuffed animal on your behalf to send to you - in addition to your refund that you already received) was not kept by us. We deeply regret that.
Now that the Christmas Season has passed, we have since invested in putting new systems into place, and we have added more employees. to ensure that we have all the necessary tools and manpower to keep up with any large increases in orders (no matter how big), while at the same time continue to provide great customer service that you and all of our customers deserve.
Please let us know when a new need for a giant stuffed animal arises, and we will send one out at to you no cost. Thank you for your business.
TJ
T.J.
It was ok.
Size was decent, ribbon looks cheap, feels like carpet and is over priced. Would not recommend to a friend.
Response from bigplush.comDec 28, 2014
Hi T.J. Thanks for your honest evaluation. We want our customers to be completely satisfied, so we gave you your money back. Please allow a few days to see those funds returned back to your credit card. I see you ordered the big stuffed 42-inch dolphin that is made in the USA, and you added the free pink color personalized ribbon that is imprinted with your message. We value your criticism as it allows us to see where we need to focus our attention to make our products better. Thank you for your business.
TC
Tony C.
Lied about delivery date
Bought a $150 stuffed animal that was "guaranteed" delivered by Dec 24th. Now I come to find out it wont be delivered until Dec 29th.
Not happy. Will not use this service again.
Response from bigplush.comDec 25, 2014
Hi Tony,
We have issued you a 100% refund, and we have sent you an email confirmation of the refund as well.
We see that you ordered on Dec 9th - choosing Free shipping with delivery guaranteed by Dec 24th. Your UPS tracking # 1ZE710V90394822805 does show it is in transit with scheduled delivery on Dec 29th, as you stated. We are extremely sorry about this, and understand how you feel.
This happened as a result of us over-selling as Christmas sales surged past 600% of what we had planned for - and us not being able to acquire more fabric in time to manufacture more of this big stuffed animal in time to meet deadlines. Also, we would have shipped it via quicker Express shipping - rather than round shipping - if we were not at the same time overwhelmed with US Postal delivery issues all at the same time - which took all of our resources and attention to handle at the time. Nonetheless these were OUR problems... and your bad experience is ultimately.... OUR Fault.
Also, we have set up a page on our site just to handle problems like this for all customers with late delivery or non delivery:
http://www.bigplush.com/customers-with-delivery-problems-for-christmas-click-here/
...so feel free to use that page if there is something MORE that we can do for you, in addition to the refund we already issued you. Thank you for your business.
DO
Dontrell
SMH TERRIBLE
Terrible Christmas present to say the least. Bear did show up before Christmas but personalization on it was wrong. Explain to me how I am going to give my girlfriend a bear with another persons name on it. Great job big plush. You made my Christmas a joy.
Response from bigplush.comDec 24, 2014
Hi Dontrell,
We just tried calling you and left a callback number. You can call back tonight. We are very sorry about this, will do whatever is necessary to help.
