Karina H.
Not the best first experience.
I’m disappointed with how my shipping issue was handled. I placed my order on Saturday, 8/29, and paid nearly $40 for expedited shipping. When my package stopped updating with UPS on 8/31, I initially contacted Birdy Gray through chat to let them know what was happening. I was told that I needed to contact UPS myself rather than Birdy Gray looking into the shipment with their carrier. They did refund my shipping cost, which I appreciated. After that initial contact, I decided to stay calm and wait an additional day to see if the tracking would update and the package would start moving. Unfortunately, it didn’t. On 9/3, I contacted UPS myself, and the representative insisted that UPS had never received the package. This was confusing because the tracking information did not say that. The tracking showed that the package had arrived at the UPS facility in Dallas on 8/31 and stated that UPS was working on providing a new delivery date. Despite what the tracking showed, the representative continued to insist that UPS had never received the package. At that point, I contacted Birdy Gray again because the original shipment had not moved and I was getting conflicting information from UPS. I was genuinely concerned that the package was not going to arrive in time for my event. I also explained that I had made a mistake when I originally gave them a needed-by date of 9/18 — my event is actually on 9/11. I completely understand that this was my mistake, and I wasn’t expecting Birdy Gray to be responsible for that. I simply asked if they could please help get a replacement out as quickly as possible given the circumstances. I ultimately had to push for a replacement, and I even offered to return the original suit if it ever does show up. They agreed to reship it, but I was disappointed that they couldn’t give me any assurance that the replacement would actually ship the next day because of their processing time. After already dealing with several days of uncertainty surrounding the original shipment, I was hoping the replacement could be prioritized. I understand that UPS delays aren’t necessarily Birdy Gray’s fault, and I genuinely appreciate that they refunded my expedited shipping cost. However, I was disappointed that when I first reached out, I was essentially sent to deal with the carrier myself. As someone who works in shipping and customer service, I know that when a customer’s shipment goes missing, the seller can often take ownership of the issue and work with the carrier directly rather than putting that responsibility on the customer. This was my first time ordering from Birdy Gray, so unfortunately, this experience has left me with a lot of uncertainty before I’ve even had the opportunity to properly experience the product. I still don’t know if I’ll like the suit, how it will fit, or whether it will work for my event. Having this level of uncertainty combined with the customer-service experience has made me hesitant to order from the company again. I really hope the replacement arrives in time and that I love the suit, but based on this experience, it’s unlikely that I will be a returning customer.