vermontteddybear.com

I am a first-time customer of Vermont Teddy Bear. I ordered two personalized bears as a gift. Order arrived in time promised, but the spelling of the name on one of the shirts was incorrect. I contacted Customer Service, who confirmed that the customization on the order form was correct. They promised to correct the mistake and ship overnight.

It was shipped overnight, but it shipped two days after contact with Customer Service instead of next day. Upon opening the package, I discovered that the name was now spelled correctly, but it was the wrong shirt. I ordered an "I heart (name)" shirt, but the second shirt only had the name on it. That would not work because it was a male bear and the ladies name alone defeats the purpose of my order.

I now became concerned that the order would not be able to reach the recipient on time because I had to ship internationally. Still feeling relatively patient (mistakes do happen), I again contacted Customer Service to explain the situation. The Customer Service representative was friendly and helpful and promised that she understood the urgency of my situation and promised to expidite my order so that I could ship on time.

After 4 days and the order still not received, I contacted Customer Service a third time and was told that the order shipped GROUND and would not be delivered for another two days. I was then in a situation where I was going to have to ship the bears expedited at a significant shipping premium. The Customer Service representative did offer me a $25 credit on my next order, but I assured her that I was not inclined to place another order so this was not an acceptable remedy, especially since their mistakes cost me an additional $60 shipping. The Customer Service representative then became noticeably irritated with the situation and told me that was the best she could do for me. I am still waiting for the credit to show up on my account.

I understand a mistake can happen. I can even understand when two mistakes happen. But a third mistake when they were fully aware of the two previous mistakes is not acceptable to me, nor is a remedy that requires me to spend more money with them even though I had this problem with my first order. The quality of the Bears is great. The quality of the customization and Customer Service is not.

I love the Vermont Teddy Bear Company and am now the owner of five gorgeous Vermont Teddy Bears. These are the highest-quality hand-made stuffed animals and the VTB Company has excellent customer service. I ordered the Bride and Groom bear to have on display at my wedding and then in my home. About a month after the wedding, I woke up to find my bride bear on the floor. Upon closer inspection, I was horrified to find my cat had pulled her off the bookshelf and chewed up her veil during the night. After I made sure the cat was alright, I called VTB customer service to explain what happened and to ask if I could purchase a new bride's veil to replace the chewed up one. The customer service rep got my information and then told me he would ship out a veil free of charge to me! I was so pleased and relieved, I thanked him profusely. A few days later I received my package and it was a new wedding dress and veil (I assume they can't take one piece of an outfit away from the whole thing). I was just so amazed they sent me a whole new bride's outfit for free and I am very grateful. VTB has guaranteed another loyal customer! I also placed the bride and groom where the cat couldn't get to them, by the way.

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