Absolutely terrible shopping experience
Absolutely terrible shopping experience. I made an order from overseas on October 14th, 2021 for the amount of $188.57. After 2+ moths of waiting, I fid out mid-December that my order is being held up in customs since November 4th. I didn't get a notice or follow-up from either the company or customs. Naturally, after all that time, and having purchased similar items elsewhere, I no longer wanted it and tried contacting the shop on December 18th, requesting they claim it back and a refund. No answer. Two days later, I posted on their Facebook wall asking for them to check my email. They claimed to have written me back and insinuated I either didn't check my email or simply didn't get it (because it got lost in the cloud, right?). They gave me a runaround to which I replied once again that I wanted a refund. They didn't reply and when I insisted, they replied with "Hello! How can we help you?" as if my previous chat had been deleted. Kept on insisting by email, and they refuse to claim the items back and refund me (the easiest solution), and since I told them I'm returning to the US soon, they want me to claim them from customs, bring the items to the US and request a return having me ship them back. Terrible customer service and policies. A joke of a company. Hope my $188.57 helped pay your holiday meal, since decency can't be bought. Thieves. Edit to respond to the company's reply: They are full of crap. I would gladly had paid import tax (I always do if it applies when importing), but I had 0 notifications to do so (by email, snail mail, phone or otherwise) and it's a joke they now say now that they tried explaining this because they have NOT. They just refuse to return my money. If that's how they wish to run their company, by stealing from people, so be it. This is another review I have read after the fact (I should have read reviews prior to purchase as this seems to be a common practice on their part): "Despite the negative reviews, I gave this place a shot. Unfortunately my items were not received and seller would not provide a refund. I waited to give them the benefit of the doubt given shipping delays and now can't challenge on my card (my fault for being trusting). Lesson learned, this business is a shady and should be avoided." SHADY. SHADY. If you consider buying from this company, inform yourselves first. I wouldn't have given them a penny had I done the same.
By Silvia
Response from Big Feet Pajama Company· Dec 27, 2021
We shipped her order to her address in Estonia, (Northern Europe), within hours of it being placed. It was 2 1/2 months after we shipped her order that she notified us that she had not received her order. We investigated and advised her that her package was at her local post office because she needed to pay her import tax to Estonia Customs. Estonia Postal held her order locally for her to pay her import tax. They send notifications to recipient's address. Those notifications do not come to us, only to her. On Monday Dec-20th, we provided her the location and phone number to her local post office where she could pay the tax so her package could be delivered, or handed to her. She refuses to pay her tax so she can receive her order. She said she will be coming back to USA in a week or so. We offered to refund her for her items if she wishes to return them when she is back in the states, even though it is months after she placed the order. She refuses this offer as well. Her package is a few minutes from her and 5000 miles from us. We tried help her understand import duties/taxes and that our website explains that these vary by country and they would be the customer's responsibility if any are due. We further explained to her that we cannot be responsible for her not responding to or receiving notifications from her local post office or that country's Customs & Border Agency. She said she would rather ruin our company's reputation than pay her tax.