bigplush.comReviews of bigplush.com

Reply from bigplush.comJul 21, 2015

Hi Luis, It was nice speaking by phone earlier. I just noticed this review, and I wanted to take a moment to reply, because it appears that this review was left today BEFORE we actually spoke by phone today. Therefore I just wanted to re-confirm that, as we discussed, your package was indeed delivered today July 21st, as was promised when you placed your order. Tracking your UPS Next Day shipment using ups Tracking # 1ZE710V92997476074 at ups.com shows it was picked up from us yesterday July 20th, and delivered to you today July 21st at 1:32 PM Eastern Time, Also, as we discussed, all our emails we sent to you with confirmations and tracking numbers had bounced back to us because the email address that was entered at checkout had one letter wrong - so therefore you were not getting any of the emails from us because of that invalid email address. After our phone call today, you provided us with your correct email address, and we have now updated our records and re-sent you a copy of all the email confirmations we had sent over the last few days that bounced back. With regard to your phone messages, as we discussed, you did speak with us on Saturday when we told you that your package will be shipping on Monday via Next-Day Air. At that time we did not know that the email address you had given was wrong, so we assumed you were getting the tracking number and shipping updates. We understand you called several times on Monday to check again and left several messages. I apologize that those messages were not returned the same day, as they were set to be returned today. I hope this clears things up. The important thing is that you received your package on the date that was promised (today) - and that we will work harder to improve our telephone message response time. As we discussed by phone today, feel free to contact us anytime in the future if we can help in any way at all. Thanks very much for your business! ------------------------------------------- BELOW is the tracking details showing that delivery was made Today as promised,at 1:32 PM - Tuesday July 21st: ------------------------------------------- 1ZE710V92997476074 Updated: 07/21/2015 5:54 P.M. Eastern Time Delivered Request Status Updates Delivered On: Tuesday, 07/21/2015 at 1:32 P.M. Left At: Office Special Instructions: Signature Required Signed By: SANCHEZ Proof of Delivery 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? Location Date Local Time Activity VIENNA, VA, US 07/21/2015 1:32 P.M. Delivered Chantilly, VA, United States 07/21/2015 6:48 A.M. Out For Delivery 07/21/2015 5:59 A.M. Arrival Scan Philadelphia, PA, United States 07/21/2015 2:51 A.M. Departure Scan 07/21/2015 12:23 A.M. Arrival Scan Newark, NJ, United States 07/20/2015 10:43 P.M. Departure Scan 07/20/2015 9:23 P.M. Arrival Scan 07/20/2015 9:02 P.M. Departure Scan 07/20/2015 7:40 P.M. Origin Scan United States 07/18/2015 3:20 P.M. Order Processed: Ready for UPS

Reply from bigplush.comMay 7, 2015

Hi, It was nice speaking by phone back in April. As we discussed, we re-shipped you a brand new replacement free of charge on April 15th with U.S. Postal Express Mail tracking number 9470115901484987058374, so that it would arrive by your needed date. We tracked it today at usps.com and it shows that the package was delivered to you on April 17th. Since we did not hear further from you, we are assuming the replacement was satisfactory. Please let us know if you are completely satisfied, as that is our intention. Thanks again for your business.

Reply from bigplush.comMar 4, 2015

Hi, It was great speaking by phone today. Thanks for your honest input so we can best understand your specific concerns. We have now kept our promise to you that was made by phone today. We hope that helps a little. Please let us know if there is anything more we can help with.

Reply from bigplush.comFeb 23, 2015

Hi, your parcel which is addressed to an overseas Military installation outside of the USA is still in control of the US Postal Service with Military Priority Mail Tracking # 9470115901484987045411. Although we guarantee delivery dates for shipments within the the 50 states of America, we provide an estimate of about 1 to 3 weeks for delivery of United States Military shipments going overseas to other parts of the world. This is because the Unites States Postal Service does not guarantee specific delivery time to any USA Military locations, such as your APO, AE address. We are very sorry that the Postal Service is taking longer than the average delivery time frame of 1 to 3 weeks, but there is nothing we can do to compel the Postal Service to deliver your package faster. Therefore we have issued you a 100% refund, including the $23.60 you paid for Priority Mail shipping, - and you may keep the product for free when and if it arrives. We tracked your parcel at usps.com with your Military Priority Mail tracking # 9470115901484987045411, and it shows that your parcel remained in the USA for 10 days for some reason, as it traveled from New Jersey to Illinois - which seems strange to us - but Military Mail sometimes travels in unorthodox and unusual routes, which we have no control over. Let us know if we can help in any other way, in addition to the 100% refund that we already issued you. Thank you for your business.

Reply from bigplush.comFeb 7, 2015

Hi Luc, It was nice speaking with you last week, as we worked to get this issued cleared up. As we discussed, you had originally placed your order on January 10th and selected this shipping method: "*FREE* SHIPPING: WILL Arrive by JAN. 20th". We shipped your order on January 12th via US Postal Service Priority Mail with this tracking # 9405515901484987039124. When I track that number at usps.com, it shows that your order was picked up from us on January 12th and was in transit to you at that time. However there are no further tracking details after that. Obviously this was another US Postal Issue, as we have had similar delivery issues recently with Priority Mail - and have had several meetings with the local Postmaster. (As a side note, we have now stopped using the Postal Service for the majority of new orders because of incidents such as this). As we discussed, after your order never arrived you did indeed contact us - and we did indeed promise to re-ship to you again - this time using UPS instead of the Postal Service. And as we discussed, that promise was not kept - thus causing you to submit your original review. (We have since added additional administrative staff to help keep up with our growing customer volume - so these things that should never have happened in the first place do not happen in the future). After reading your review, we then spoke with you, and as you know, we finally DID re-ship your order on Feb 3, 2015 via UPS with UPS tracking # 1ZE710V90398634314. I just tracked it at ups.com and it shows that it was delivered to you on Feb. 7th. Since we have not heard back from you since then, it appears all is OK now. However we want to make sure, so please either reply back here to let us know if your issue was resolved to your satisfaction - or if there is anything more we need to do to help. Thank you for your business. ------------------------------------- BELOW is the ORIGINAL Priority Mail Tracking information for the original order that was not delivered by the Postal Service, and after that is the new UPS Tracking info. for the NEW re-shipment that WAS delivered by UPS: ------------------------------------- Tracking Number: 9405515901484987039124 Image of a progress bar displaying in-transit status in-transit Expected Delivery Day: Tuesday, January 13, 2015 Product & Tracking Information Postal Product: Priority Mail 1-Day™ Features: USPS Tracking™ Up to $50 insurance included Restrictions Apply Priority Mail Insurance info icon DATE & TIME STATUS OF ITEM LOCATION January 12, 2015 , 6:02 pm Departed Post Office NEWARK, NJ 07105 Your item has left our acceptance facility and is in transit to a sorting facility on January 12, 2015 at 6:02 pm in NEWARK, NJ 07105. January 12, 2015 , 5:08 pm Picked up by Request NEWARK, NJ 07105 January 10, 2015 , 5:34 pm Shipping Label Created NEWARK, NJ 07105 ----------------------------------------- 1ZE710V90398634314 Updated: 02/07/2015 12:28 P.M. Eastern Time Delivered Request Status Updates Delivered On: Wednesday, 02/04/2015 at 12:48 P.M. Left At: Porch Proof of Delivery Shipment Progress What's This? Location Date Local Time Activity Farmingville, NY, United States 02/04/2015 12:48 P.M. Delivered 02/04/2015 5:02 A.M. Out For Delivery 02/04/2015 1:54 A.M. Arrival Scan Secaucus, NJ, United States 02/04/2015 12:23 A.M. Departure Scan Secaucus, NJ, United States 02/03/2015 6:34 P.M. Origin Scan United States 01/31/2015 12:44 P.M. Order Processed: Ready for UPS