bigplush.comReviews of bigplush.com

Response from bigplush.com· Jan 2, 2015

Hi, Thanks for your comments. We looked into what happened here, and we just tried calling you by phone, and left a voice message with direct phone number to call back.

Response from bigplush.com· Jan 1, 2015

Hi, Thanks for expressing yourself. We appreciate your business and we love all of our customers. However it was only a few days ago (on Dec 27th) that the situation you described happened, and therefore it is impossible to assume we will not keep our promise to you of sending you a completely free bear - which is in addition to the 100% refund you previously received on Dec 27th. As you know, we exchanged emails on Dec. 27th where we explained that our delivery of fabric which is required make the specific bear you selected was postponed by the fabric mill, and therefore, since production of that bear would therefore be delayed, we would immediately refund you 100% of your entire payment AND we would ALSO ship your bear completely FREE as soon as production was complete. We made that promise to you on Dec 27th - which is only three days ago. On the same day - Dec 27th - We then immediately issued your PayPal refund (PayPal transaction ID 3U507512GH0496435) exactly as we promised we would. We also then scheduled your beige color bear to ship as soon as the production of new batch of this bear was completed, as we promised we would.. We understand your disappointment in not being able to receive the specific bear you selected in a timely fashion; that is why we offered to not only refund your entire payment, but also to ship the bear for free . Nothing about our promise to you has changed.

Response from bigplush.com· Dec 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.

Response from bigplush.com· Dec 27, 2014

Hi Christina, I'll be happy to help. I see that you placed your order on December 4th, and you choose the following shipping method: "*FREE* SHIPPING: Delivered on or before Dec. 19th - Delivery Guaranteed NO LATER THAN Friday, December 19". We shipped your order on December 8th, via Priority Mail with tracking # 9405515901484987017603. 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 it ultimately started moving again on December 19th, and was finally delivered to you on December 22nd. We are truly sorry this arrived late. We have already issued you a 100% refund, as a goodwill gesture. We know that does not make up for your frustration though. So please feel free to let us know what else we can do to help. 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.

Response from bigplush.com· Dec 25, 2014

Hello, You are right. We have issued you a 100% refund, plus we will ship the giant 6 foot plush gorilla made in the USA that you ordered, as soon as we make more and it is back in stock (within the next 4 weeks or so). Or - if you prefer, just contact us with a DIFFERENT product that we DO have in stock now (of equal or even higher value) and we will immediately ship that to you instead of te Gorilla. Of course you may also keep the product you already received for free. We are very sorry about what happened in this case. We seriously struggled in December to keep up with surging Holiday sales for Made-in-the-USA big stuffed animals, that were way, way above our expectations and what we had planned for. At the same time, we had problems and delays obtaining the correct fabric fast enough to make more of the fast selling plush animals in the USA that we had run out of. All of this, coupled with serious errors in judgement on our part - by shipping whatever we had fabric for so as not to miss Christmas delivery - without communicating our situation to customers ahead of time, was the cause of us disappointing some customers such as yourself. For that, we are deeply regretful. We meant to call customers like yourself ahead of time, to explain the situation and get approval for substitute products, but got temporarily yet completely overwhelmed. The last few weeks in December presented a serious situation that we should have avoided by not assuming we could replenish our Made-In-USA stuffed animal products quickly enough to keep up with Christmas demand. Thank you for your business.

Response from bigplush.com· Dec 24, 2014

Hi Kelly, We will call you in the morning tomorrow, at the phone number we have associated with your order. Although we have shipped thousands of this bear and other big plush animals this Holiday Season, it is becoming evident there is some sort of issue regarding our US Postal Pickups. So far, we don't think it is a wide-spread issue - considering the number of shipments - but it IS an issue nonetheless - and EVERY single customer affected IS owed an explanation and an apology. We intend to call a meeting with the local Postmaster to evaluate what exactly is happening in these cases - because we know for sure that these boxes were and are being picked up. But YOUR situation is most important now. Sorry you couldn't get through this morning. When we call you tomorrow we will make sure that you get your bear as needed If we cant reach you we will leave a message with a direct callback number to reach us. We will get this resolved for you.

Response from bigplush.com· Dec 24, 2014

Hi Michelle, Thanks for your candid comments. What you are describing does have merit. In our zeal to manufacturer a very high volume of certain styles of plush animals in the short Holiday Season, we did use a higher concentration of stiffer, less-soft stuffing material (as opposed to softer plushier stuffing material). This was done in a few cases of styles with very high demand, because the manufacturing process goes 3 to 6 times faster this way. However, in hindsight, it is clear that we should have just cancelled the additional orders for those styles that we did not have enough time to make. While only a few of our styles were handled this way over the past few weeks, we are truly sorry that you were adversely affected. We see now this was a bad decision on our part. We have refunded you back 100%, which we know doesn't make-up for what had happened in your case - but we hope it helps. Thank you for your honest criticism.

Response from bigplush.com· Dec 24, 2014

Hi, Thank you for your honest remarks. We are sorry our communication about your order was bad, to say the least. Earlier today, we refunded you 100% and we also you shipped large plush animal similar to what you had ordered - to arrive Tomorrow Wed Dec 24th at no charge. (Your UPS next day tracking # is: 1ZE710V90196549638). The original issue was us not immediately communicating with you when it became evident we had problems obtaining the fabric needed for your specific plush animal - given the sudden high volume of sales and the fact that we did oversell some styles unintentionally, and had a hard time being able to make more, quick enough - and to get certain fabrics in time. We know getting a similar stuffed animal tomorrow before Christmas for free Still does NOT make up for what you experienced. We hope it helps, and we will learn from this. Thank you for your business.