TheMaterano
disappointed for extra charge
I was disappointed I had to pay for a rush delivery charge in order for it to arrive in time for my sister's birthday. When placing the original order, I had specified that I would only place the order if it would be delivered in time. I was assured it would. After several days of having approved the work on the Bobblehead, I learned the salesperson was on vacation that week, which delayed the shipping and then having to place the rush order hoping for it to arrive in time (which it didn't).
Response from Bobbleheads.comJun 4, 2024
We have investigated this order, and it appears that when this customer placed the order, the free "standard ground shipping" option was chosen. That option takes about 2-3 weeks to arrive, whereas our expedited shipping option (express Air) can be delivered in 3-5 days. At the time the order was placed, there was no mention of the date which the completed custom bobblehead was required in-hand, so we would not have had any way to know that the sandard shipping would not be sufficient to get it there in time. There was also no correspondence about the need for accelerated shipment. So when the custom bobblehead was completed and was ready to ship, the customer informed us about the urgent date when it was needed, and decided to upgrade the order to the express shipping service, which honstly should have been chosen from the beginning, with that tight due date. We also do have three full-time people in the customer service department, and they are always there to back up each other in case one of them is out on vacation or for other reasons. When someone on our customer service team is out on vacation, that will not affect the shipping time, because that task is done by another group in another department. So I think there is a misundersanding about this.