Bearaby

I ordered a Bearaby weighted blanket 6 weeks ago from *** and was told when I ordered it it would be here on February *. Nine days from when it was supposed to be delivered it hadn’t shipped yet, so I called ***’s customer service and was told it would still be arriving on the 6th it was just too early for it to ship yet. A few days later, seven days from when the blanket was supposed to arrive, it still hadn’t shipped so I called back. I was then told that *** did not have any information about when the blanket would ship because it comes directly from the company that makes the blanket, Bearaby. So I emailed Bearaby that day at around noon (although in their reply it says I emailed them around 7:30 pm, I don’t know why) and told them the situation. They got back to me on Monday saying that they needed the PO# to look up my order and that they hoped *** would be sending out my order soon. I called *** back, got the PO# and sent it to Bearaby. I also told them that *** had told me that they were waiting on Bearaby to ship out my order, so why was Bearaby waiting on *** to send it out? They didn’t reply for two days so the day before the blanket was supposed to arrive, today, I emailed them again and told them that if either *** or Bearaby didn’t tell me when my blanket was supposed to ship by the end of the day then I would be filing a complaint with the Revdex.com. They then replied immediately and told me that they were still trying to convince *** to send out my order, again pointing the finger back at *** and completely ignoring that *** was saying that this problem was Bearaby’s responsibility. They said it would take another one or two days to get back to me with more information. I called *** again to try to get them to communicate with Bearaby from their end and was told that now the blanket wasn’t even going to ship until the 6th, even though originally it was supposed to arrive by the 6th. I was also told that if the order arrived within 5 days of the delivery date then it was still on time, which again was not what I had been told by any of the other customer service reps I’ve dealt with. They were also still saying that they were waiting on Bearaby to ship the item and that even though February 6th was the estimated shipping date(again, not what I’d been told) they had no control over when the item would actually go out because it was Bearaby’s responsibility to ship the order. I asked to speak to a supervisor and was told one would call me back within 24 hours. I then did a little googling on *** and found that thousands of complaints have been lodged against them on several websites that rate the trustworthiness of businesses, including the Revdex.com, stating that orders took 3 or 4 months or more to arrive, orders arrived damaged, some people never got their orders at all, and never got the refunds they were entitled to for damaged or missing orders. And that the whole time customer service gave them nonsense excuses and never actually helped them with anything. Many people said even talking to a supervisor, as I was waiting to do, didn’t help at all. So after reading all this I decided I wasn’t going to wait another day to talk to a supervisor that by all accounts wasn’t going to help me, and I definitely was not going to wait another 3 months for an order I’d already been waiting a month and a half for. So I called back customer service and told them if they couldn’t tell me when my blanket was going to ship by the end of this phone call I was filing a complaint with the Revdex.com. The customer service rep said, again, that the responsibility for this situation was 100% on Bearaby. I told her that Bearaby has been telling me that the responsibility is on *** and she said she didn’t know why they would say that. The only new information she could give me was that someone had put an “alert” on my order that morning, and after asking a few times what an alert is she told me that an alert is put on an order when they don’t know where it is and they are trying to look for it. First of all, that alert was put on my order at 9 am according to the rep, hours before I’d called that morning. So the fact that when I called the first time nobody told me that my order was missing and they were currently looking for it and instead told me the same nonsense about how this is all Bearaby’s fault is ridiculous and again proves to me how shady these companies are. One or both of them knew that my order is lost and yet they’re both telling me they know nothing. It took threatening to file a Revdex.com complaint for them to be honest with me that they couldn’t find it. It seems pretty apparent to me that both Bearaby and *** are at fault here and yet all they have done is point fingers at each other and refuse to accept responsibility for their part in this situation. I asked the rep how long it would take for them to find my order and she said 48 hours, so I said “so in 48 hours someone will tell me where my blanket is and when it will ship?” And she said “Well...they’ll have more information for you.” So, based on that very noncommittal answer and the thousands of terrible experiences other people have had with ***, it seems like all that’s going to happen in 2 days is I’m going to get more excuses about how where my order is is not ***’s responsibility, it’s all Bearaby’s fault, and the news that my order STILL has not shipped and no one knows where it is. And from Bearaby I’m going to get a very similar email blaming ***. From the changing answers I’ve gotten from customer service reps about when my order will ship, the fact that they withheld from me that they’re looking for my item because they can’t find it, the fact that neither company is accepting responsibility for or actually fixing this situation, and ***’s history of screwing over customers, I am at this point concerned that my order isn’t going to get delivered at all. Or if it is, it’ll be in another 3 or 4 months, and I’m not dealing with these shady companies and their terrible customer service for another 3 months. I just want my order to ship and for it to get here undamaged, and I’m hoping that getting the Revdex.com involved will finally motivate both Bearaby and *** to stop shifting blame and just do that.

My husband ordered a Bearaby blanket for Christmas and did it 30 days prior to Christmas. It was not opened until Christmas day, but upon opening it, found that the item was not as described. The item color was described as "Milky Way" and looked white/cream in the photos. The item that arrived was yellow. I contacted Bearaby to exchange and was told that because I was outside of the 30 days, they would not make a return or exchange, despite it being the Christmas gift-buying season. This item was not as described and it's a regular business practice to make exceptions to hard 30 day policies for Christmas.