Reply from bigplush.comDec 28, 2014
I'll happy to help. This is a similar problem with Priority Mail shipments that we sent between Dec 10th and Dec 20th, that other customers have also had issues with. Looking at your order, you placed your order on December 11th, and you choose the following shipping method: "**FREE* SHIPPING: Delivered on or before Dec. 24th - Delivery Guaranteed NO LATER THAN Wednesday, December 24".
We shipped your order on December 11th, via Priority Mail with tracking # 9405515901484987022980. As is the case with many other Priority shipments we sent in December, for some reason the Postal Service did not move your order for quite some time, and then after quite some time, it was suddenly delivered to you on December 26th. Tracking gives this message: "Your item was delivered at the front door or porch at 7:43 am on December 26, 2014 in DORCHESTER, MA 02122."
We are truly sorry this arrived late. And we are also sorry you had difficulty reaching us by phone this past week as we dealt with similar late Priority complaints such as yours.
We have already issued you a 100% refund, And you may keep the product for free that was delivered yesterday Dec 26th. We know the refund and free product does not make up for your frustration though. So please let us know what more we can do. We deeply regret that your Christmas was affected by this.
We have had several meetings with the local Postmaster, and we will together ultimately figure out exactly why this delivery issue occurred with your order, and with the orders of other customers like you, so that it does not happen again.
