Starting with the good. Squishable has a fun site, unique products, and a neat idea of allowing customers to submit designs. The products are of good quality and look very nice in a room. Shipping is typically decent on speed and they tend to ship out somewhat quickly. Their selection of product is large as well.
The negative is that they don’t seem to be organised within the company. They accidentally sent me a mini when I ordered a big one, so I promptly contacted the company. They got back to me within good time (another good thing, they would always reply quickly) and said they would send a large out. I asked if I needed to send the unopened mini back, and they said yes, I would.
It took me a little by surprise as most places don’t take back toys, particularly stuffed animals, but I had no problem returning it. Customer service said I would need to just put it back in the box, seal the box, and put it on my porch for a carrier to pick up when they sent a carrier and no worries on a label. Sounds good to me, just let me know.
A week goes by and the large is sent out and I’m told to put the mini on the porch as the carrier will come by in a day or two. I do so. A day goes by, no carrier. Another day goes by, no carrier. This goes on for four days. I’m thinking they will just not come.
Well, the replacement arrives after the tracking orders being mixed up. In the package is a return shipping label. I ask what’s going on and it turns out I have to go to a FedEx and drop off the wrong item... The opposite of what I was originally told.
The customer service rep said that he just found out how the warehouse deals with situations like this? It had been over a week at that point.
This is not a major deal, but it was a bit unprofessional and makes it seem like the company is pretty disorganised in some aspects. It was also frustrating as I had left the product on my porch for days, waiting for the carrier, to suddenly be told I have to take it to a FedEx location.
Thankfully I was able to go, but I had to go out of my way to fix their mistake. Again, not a major deal. However, it would have been much easier if I had known from the beginning I had to ship this out myself. Rather than waiting for so long. I do appreciate they replaced the product, but this was a bit ridiculous.
It also makes me question the products. Yes, I did not open the packaging, but I do have pets and it was outside for days and nights. So it would not be surprising if something got into the clear wrap. I’m not someone who expects or wants things free, it’s just odd to take back a stuffed animal to me. Most places will not do this because even if it’s packaged, asthings can get in and if it’s sent out to someone else...
Overall, this was mixed experience. I enjoyed the products but it does not seem like an organised company. Returns or replacements are a hassle to the customer and confusing. This has left me unsure on whether or not I’ll purchase from them again. Partially because of the returned stuffed animals (I do not want to buy a used stuffed animal) and if there is an issue, it’s a pain.
Squishable.com is rated 3.0 based on
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