Disappointing experience from start to finish. I was lucky enough to get an order in for the emo axolotl before they sold out. However I didn’t receive any order confirmation from BAB. I set up a BAB account hoping it would make my order appear but it didn’t. I contacted them via their form the next day and then called their helpline. I’m reluctant to say this but the person on the helpline was extremely difficult to understand which made the whole experience so much harder. I managed to get confirmation that my order had been accepted and she gave me my order number and assured me dispatch and tracking emails would follow. I kept trying to check my order status with the number they gave me but the page just did nothing after clicking submit.I waited but didn’t receive anything except the delayed responses to my original question from before I called. I ended up replying to one of these emails asking for an update. No reply. Today (Friday) I received an email from DPD regarding a totally different parcel. When I clicked on the tracking for that one, I was able to see my history in the app and saw that my BAB parcel was on there and said it was delivered on the Tuesday! I saw a photo and my heart sank. It had been left in the back garden, which would be fine, if we knew it was out there and were able to get it promptly. We had no idea it was out there as we’d had no communication whatsoever. Not from DPD and not from BAB. So it was left for days in the rain. I messaged DPD to ask why they never alerted me to my parcel and unfortunately was only able to get the bot responses BUT it did confirm that if they haven’t sent an email it’s because the sender didn’t pass that detail on. The fact that I had no order confirmation, no dispatch email, tracking or even delivered notification from BAB, says to me that it was the case and entirely BAB’s fault. As you can imagine the parcel was soaked through. The cardboard box tore as it was lifted and the toys inside were soaked through. All the tags, certificates were mush. I called the BAB helpline and unfortunately spoke to the same lady as before and tried to relay all the info as clearly as I could. It was a very frustrating phone call as she didn’t seem to understand what I meant at all and I struggled to make out what she was saying. Eventually we got there and she offered me a £5 gift card for each toy. Frustrated at the lack of explanation as to why I never got any emails from them and disappointed with their lack of care, I told them I had no intention of ever buying from them again and just wanted to be properly compensated. She said I would have to return the parcel. Apart from the fact the parcel is mush and the contents heavy with wet - these items are now totally sold out! So completely irreplaceable. I’m ok with trying to wash and dry them and hopefully they come out ok but they won’t ever be as good as new again.I don’t understand how the online side of this company is so bad when the shops are a such pleasure to deal with. I’ll be happy to change this review if they do reach out and make this right but as it stands I cannot recommend buying from them online.
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Create your very own Teddy Bear and other stuffed animals at the Build-A-Bear Workshop! You can choose, stuff, stitch, fluff and dress your new furry friend. Each Teddy Bear and stuffed animal will have it's very own heart inside and is shipped in our exclusive Cub Condo. 10/31/2009 10:47:56 AM
