bigplush.com Anmeldelser 370

Svar fra bigplush.com

27. des. 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.

Svar fra bigplush.com

25. des. 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.

Svar fra bigplush.com

25. des. 2014

Hi Tony,

We have issued you a 100% refund, and we have sent you an email confirmation of the refund as well.

We see that you ordered on Dec 9th - choosing Free shipping with delivery guaranteed by Dec 24th. Your UPS tracking # 1ZE710V90394822805 does show it is in transit with scheduled delivery on Dec 29th, as you stated. We are extremely sorry about this, and understand how you feel.

This happened as a result of us over-selling as Christmas sales surged past 600% of what we had planned for - and us not being able to acquire more fabric in time to manufacture more of this big stuffed animal in time to meet deadlines. Also, we would have shipped it via quicker Express shipping - rather than round shipping - if we were not at the same time overwhelmed with US Postal delivery issues all at the same time - which took all of our resources and attention to handle at the time. Nonetheless these were OUR problems... and your bad experience is ultimately.... OUR Fault.

Also, we have set up a page on our site just to handle problems like this for all customers with late delivery or non delivery:
http://www.bigplush.com/customers-with-delivery-problems-for-christmas-click-here/

...so feel free to use that page if there is something MORE that we can do for you, in addition to the refund we already issued you. Thank you for your business.

Svar fra bigplush.com

24. des. 2014

Hi Dontrell,

We just tried calling you and left a callback number. You can call back tonight. We are very sorry about this, will do whatever is necessary to help.

Svar fra bigplush.com

24. des. 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.

Svar fra bigplush.com

24. des. 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.

Svar fra bigplush.com

24. des. 2014

Hi,

We're very sorry you had a real bad experience. We had several layers of phone coverage, and we understand that not all customers were able to reach decision makers easily by phone today in particular.

We saw your review and went ahead and did a second reshipment tonight, this time with UPS Next Day Air - with Tracking # 1ZE710V90196895497. That is to be delivered tomorrow.

But just to be clear, we want you to know that we really DID re-ship the product stated in your review via US Postal Express Mail. I totally understand your reaction given their tracking details are not showing much at this time. But we are sure that your reshipment was definitely loaded into a US Postal Truck yesterday. We believe it may be one of their later trucks that picked up after 7 PM, as the driver stated that that load may not make it back in time to meet the day's official cut-off (which means it would sit in the mail room and be processed the next day). Whatever the case, by tomorrow, there should be some sort of new tracking information, and that will tell the story.

Regardless of all of the above, we are truly sorry your specific experience wasn't EASY, DELIGHTFUL and FUN - which is where we want to take this business, (yes we know we have a lot of work to do in that area) given how lucky we are to have any customers at all - especially like yourself - who put your faith and trust in us.

We appreciate your valid concerns and will do our best to make up in any way possible to you and any our customers who had a bad experience, such as you did.

Svar fra bigplush.com

23. des. 2014

Hi,

I'll be happy to help. Our phone reps are trained to never say never; to never say there is nothing we can do. It sounds like that was not the case in your case - and for that we apologize. Good news is that we are re-shipping tonight with UPS NEXT DAY AIR tracking # 1ZE710V90192529498. It should arrive tomorrow Dec 24th. Track it at ups.com. Let us know if we can help more.