Guess they don't read info provided on their order form at all. One extremely disappointed child and very upset parent at Christmas this year. I even called customer support and they were closed dur... Mehr ansehen
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Das sagen Bewerter
5 foot bear was delivered to my office yesterday. The audio voice message is not working. Actually had a gentlemen answer the phone once & said computers were down he would call back within the h... Mehr ansehen
My niece LOVED her pink plush horse! Item arrived on Christmas eve. My only criticism was initially the item had an earlier delivery date than actual and when trying to contact customer service i wa... Mehr ansehen
Amazing! I work in the prop department on network tv shows and we found exactly what we needed in the vast collection of giant stuffed animals. Mike informed me that they can custom make pretty much a... Mehr ansehen
Unternehmensdetails
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Personalized big stuffed animals are our speciality.
Kontaktinformationen
3,1
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370 Bewertungen
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Very pleased
I have ordered multiple times from big plush and have never been disappointed. This time I replaced my daughters caterpillar that was lost during a move several years ago. She is 17 now and still talks about missing it. She was thrilled to tears for her new caterpillar. Thank you big plush.
27. Dezember 2014
Bewertung ohne vorherige Einladung
Great!
My daughter loved it. It was exactly as described. The shipping time was wonderful too!
27. Dezember 2014
Bewertung ohne vorherige Einladung
Took too long!
It took 19 days for this delivery to arrive! No realistic reason for this!!!!
26. Dezember 2014
Bewertung ohne vorherige Einladung
Antwort von bigplush.com
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.
awesome purchase
My experience was unbelievable. My purchase was in great shape upon deliver and delivered fast. Awesome craftmanship, great colors...my niece love it. Thanks you for making this one very special christmas.
26. Dezember 2014
Bewertung ohne vorherige Einladung
Item was great and arrived on time
My niece LOVED her pink plush horse! Item arrived on Christmas eve. My only criticism was initially the item had an earlier delivery date than actual and when trying to contact customer service i was routed to voice mail with no return call. My email to customer service was answered within 1 business day.
26. Dezember 2014
Bewertung ohne vorherige Einladung
Amazing
My nephew wanted the biggest bear I could find, well he got it. The shipping was awesome and the bear is amazing. We couldn't be happier with everything!
26. Dezember 2014
Bewertung ohne vorherige Einladung
Great experience
Shopping was a breeze, check out was great and the package actually arrived early which was definitely a plus!!! Would definitely shop here again!
26. Dezember 2014
Bewertung ohne vorherige Einladung
Big, soft, and way cuddly
This huge teddy bear - as big as me and I'm 5'6 - was very much loved by my 8 year old!
26. Dezember 2014
Bewertung ohne vorherige Einladung
VERY DISSAPOINTED
I ordered on dec 11th a 72" 6 foot tall huge brown gorilla and what do i get in the mail 6:30 pm christmas eve? Some very very tiny all white teddy bear. Very upsetting i waited over 2 weeks and received the wrong item. Depending on how quickly this gets resolved i may try them again in the future.
25. Dezember 2014
Bewertung ohne vorherige Einladung
Antwort von bigplush.com
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.
completely satisfied with service and purchase!
Ordered purple pig for granddaughter it was awesome! Worth the money! Paid extra to have delivered on time and it arrived day earlier then expected! Happy customer!
25. Dezember 2014
Bewertung ohne vorherige Einladung
Lied about delivery date
Bought a $150 stuffed animal that was "guaranteed" delivered by Dec 24th. Now I come to find out it wont be delivered until Dec 29th.
Not happy. Will not use this service again.
25. Dezember 2014
Bewertung ohne vorherige Einladung
Antwort von bigplush.com
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.
SMH TERRIBLE
Terrible Christmas present to say the least. Bear did show up before Christmas but personalization on it was wrong. Explain to me how I am going to give my girlfriend a bear with another persons name on it. Great job big plush. You made my Christmas a joy.
24. Dezember 2014
Bewertung ohne vorherige Einladung
Antwort von bigplush.com
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.
Great simple transaction
Product is great, shipping was fast, a bit expensive but to be expected during the holidays. No real complaints, all in all a pleasure!
24. Dezember 2014
Bewertung ohne vorherige Einladung
Never received . . . or mailed for that matter.
My teenage son purchased a bear on Dec. 16 for his girlfriend for Christmas. A shipping label was printed and it indicates it should be delivered the 18th. Like so many other complaints, his bear was not received. The tracking number indicates that it was not shipped. Spent my afternoon trying to get answers from them and the post office. What are the chances it will come tomorrow? The woman at the call center was nasty and continued to repeat that she had nothing to do with Big Plush. She could just relay the message. Numerous messages were left, no response.
Makes me mad because we are local. Could have driven there to pick it up today if someone would have let me know what was going on. Very disappointed.
Tracking # 9405 5159 0148 4987 0285 17
24. Dezember 2014
Bewertung ohne vorherige Einladung
Antwort von bigplush.com
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.
So disappointed in the quality of the 3 ft. stuffed unicorn and the color is wrong.
You can imagine my delight when I found giant unicorns at Big Plush.com. This was the only specific gift my seven year old twin daughters asked from Santa. They did arrive today 12/23 at 7:50 pm, so my $49.00 for shipment before Christmas was honored, but when I opened the box, my heart sank. Even though I paid $149.99 for each unicorn, the quality of the toy was far from plush. Instead of plush fur, firm stuffing, tight seams, abundant manes, and well-done faces, with their thin material and beady stuffing, crooked faces, limp horns, and shorn manes, the unicorns look like some cheap prize at a broken down carnival game in the parking lot of an abandoned strip mall. To make matters worse, Jamie asked for a unicorn with a blue mane which I ordered only to be sent a unicorn with the mane a color that I'm not exactly how to describe...sickly brownish yellow. Never again, Big Plush.
24. Dezember 2014
Bewertung ohne vorherige Einladung
Antwort von bigplush.com
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.
Turned out perfect!
Exactly what we expected and my daughter loved it!
24. Dezember 2014
Bewertung ohne vorherige Einladung
Will not arrive on time! **UPDATE**
Before placing my order on Dec.16, I called to double check and make sure that my order would arrive on time. The man that I spoke to assured me that it would, as long as I pay for the 2 day shipping option. I was ecstatic and couldn't wait to see my 6 yr old daughter's face Christmas morning.
I proceeded to placed an order on the 16th of Dec. Paid the extra shipping fee of $39.95 in order for it to arrive in time for Christmas. On the day of purchase I received an email that stated my item was shipped through UPS. I kept on tracking it but no movement, none at all.
Then on the Dec. 21st, I received another email that stated my order is being shipped again, but now through USPS. However, there is no movement still. Nothing has left the warehouse.
On their own website it states "yes, your order WILL arrive before Christmas...GUARANTEED..."
I called and called.. Left a message and spoke to someone. She said she was in the overflow department all she can do is take my number down and give it to the ppl in the warehouse. They should call me back before the day is over. At this point, if my child's gorilla has not left the warehouse, there is no way that it will arrive on time (even though they Guaranteed that it will). Still no phone call or updated shipping info through UPS or USPS. Either way it goes, the shipping is 2 days shipping. If the order does finally leave the warehouse today or tomorrow, it will still be late.
Don't make the mistake and ignore the few bad reviews like I did. Now, I am sitting here frustrated because I will have a disappointed child Christmas morning. If I had known, I would have made a purchase else where. A disappointed child Christmas morning was not what I had envisioned.
***UPDATE***
I received an email 20 mins after my initial review. The email was a new tracking number for over night delivery, Which would make it just in time for Christmas. The monkey gorilla is adorable. My 6 yr daughter loved it. I'm glad that the issue with it being delivered on time was solved. However, I received a white monkey gorilla, although I had ordered a the tan one (monkeying around). With her dragging it around and sleeping with it, I'm sure the white is not going to holdup. At this point I am just happy that it DID ARRIVE. To her it's a big monkey, so that's all that mattered. I just hate that I felt like I had to write a bad review to get a response. Overall the monkey gorilla is a nice quality. Really cute. My only suggestion is to make a follow up call, as soon as you receive your shipping info. If it wasn't for their not so informative call service and all over the place shipping ( or it just might be the postal service) They would be great. So since I did receive it on time, wrong one, but my child is happy.. I'll change my 1star to a 4.
23. Dezember 2014
Bewertung ohne vorherige Einladung
Antwort von bigplush.com
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.
Bear-less
It may not be bigplush fault but my item was said to be delivered by last Friday on my doorstep and we are now going on Tuesday and I am still bear-less. I called bigplush to help me and got told there was nothing they could do, that I had to contact UPS. I contacted UPS and they filed the claim and told me bigplush will call me back with in an hour with my package info or a new plan. I still have neither a bear or phone call.
23. Dezember 2014
Bewertung ohne vorherige Einladung
Antwort von bigplush.com
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.
Shipping Time
Ordered December 10 and the product has still not arrived. Suggest using UPS vs. USPS.
23. Dezember 2014
Bewertung ohne vorherige Einladung
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