bigplush.comReviews of bigplush.com

Reply from bigplush.comDec 31, 2014

Hi, Thank you for your helpful feedback. We will use your honest opinion to improve. We deeply regret that you had a bad experience. We have refunded you back all of your money as a goodwill gesture. We are also re-shipping a new stuffed animal using a new tracking number that we sent you via email. We wish you and your family a happy and healthy New Year. Feel free to contact us by email or phone 800-238-9481 with any further concerns.

Reply from bigplush.comDec 24, 2014

Hi Edward, We will call you tonight, to see whatever it is that needs to be done to help. I'm sorry you have not had good communication from us. If we can't reach you tonight, we will call you in the morning to see what needs to be done. We know this

Reply from bigplush.comDec 15, 2014

Hi, We're real sorry you have not had your inquiries answered in a timely fashion. Our customer service has been bad the last few weeks as we have experienced a huge increase in orders, above and beyond what we planned for. We are working hard to improve this situation for sure. I see you placed your order and chose the shipping method that had a guaranteed delivery date of no later than Dec 18th. The good news is that your order is shipping tomorrow Monday Dec 15th, with and expected delivery date of Wednesday Dec 17th. We just emailed you your UPS tracking number. You can track it with that number after 9 PM tomorrow Monday Dec 15th at ups.com. Thanks for your patience, and please let us know how you like the big plush animal that you ordered, after it arrives.

Reply from bigplush.comNov 28, 2014

Hi Russell, I'll be happy to help. We're very sorry to hear about the issue with incorrect ribbon imprinting and also with not getting back to you promptly by phone. We are working on adding staff to handle the big increase in phone calls this past week. We're sorry your call wasn't promptly returned. We are re-printing a new satin neck ribbon, and it is shipping with Priority Mail Tracking # 9405515901484987010857. It should arrive within a few days. Please let us know what more we can do. You can reply publicly or you can try calling us again at 800-238-9481, as additional staff will begin answering phones within a day or so.

Reply from bigplush.comNov 17, 2014

Hi Thej, I'll be happy to help. I tracked your shipment which was guaranteed by UPS to arrive to you on Nov 17th, with your UPS tracking # 1ZE710V90390646227. It shows that on Nov. 12th, UPS had a tractor trailer disruption, which caused the shipment to remain in Illinois for over 24 hours, before it continued on, which caused it to be rescheduled to arrive tomorrow on Nov 18th, which is one day after it was originally scheduled to be delivered. Regardless of that, we know this doesn't change the fact that your surprise was ruined - and there is nothing we can do to un-do that. We are really sorry this happened. Our records show that you paid an extra charge to guarantee delivery on the 17th, so we have already refunded you back 100% of that charge. We never like to see our customers disappointed. Please feel free to reply here publicly, or you can always call us directly at 1-800-238-9481, to see what more we can do to help. After you get delivery....Whatever your concerns are... just let us know. ----------------------------------- BELOW is the current Tracking information for this shipment from ups.com: Updated: 11/17/2014 9:23 A.M. Eastern Time In Transit Out for Delivery Delivered Business Day(s) Left 1 Change Delivery Request Status Updates Scheduled Delivery Updated To: Tuesday, 11/18/2014, By End of Day Last Location: Departed - Hodgkins, IL, United States, Thursday, 11/13/2014 What time will your package be delivered to your home? Get FREE approximate Delivery Windows on most UPS packages. Continue I am already a UPS My Choice® Member Shipment Progress What's This? Next Scheduled Event: Tuesday,11/18/2014 by 10:00 A.M. Location Date Local Time Activity Hodgkins, IL, United States 11/13/2014 7:17 A.M. Departure Scan Hodgkins, IL, United States 11/12/2014 2:06 P.M. Arrival Scan 11/12/2014 12:19 P.M. Departure Scan 11/12/2014 12:00 P.M. Disruption in network - tractor trailer 11/12/2014 11:55 A.M. Arrival Scan Secaucus, NJ, United States 11/11/2014 4:24 A.M. Departure Scan Secaucus, NJ, United States 11/10/2014 9:39 P.M. Arrival Scan Newark, NJ, United States 11/10/2014 9:17 P.M. Departure Scan 11/10/2014 6:56 P.M. Origin Scan United States 11/09/2014 10:48 P.M. Order Processed: Ready for UPS

Reply from bigplush.comNov 10, 2014

Hi David, It was great speaking by phone this evening. As promised, we are re-doing both the personalized t-shirt and the personalized neck ribbon. They will be shipped later this week, and we will email you the tracking number as soon as we ship. Please let us know when these arrive - if they are correct, and if you are happy with them. We appreciate your patience and hones remarks. Thanks much.

Reply from bigplush.comNov 7, 2014

Hi Arthur, It was great speaking with you by phone yesterday. It was good that our discussion led to us doing the things that helped ensure your satisfaction, and also allowed us to dig deeper to find out what the root cause of this issue was. Thanks so much for your business. Let us know if there is ever anything more we can do to help.