Hi Nora! Thank you for your inquiry. I would be happy to address any concerns regarding some of the reviews here.
Let me start by assuring you that we value all reviews, both positive and negative, and value every customer that shops with us. We strive to make sure every order is right, but we are human and are certainly capable of making mistakes. If we do make an error we certainly want to know about it so we can fix it to the customer's satisfaction. None of us at Stuffed Safari ever want to disappoint any customer.
You asked in your question if we could justify the emails regarding "regarding snippy customer service, late arrivals, misinformation on stock of orders, and horrifying return policy". In instances where we have genuinely disappointed customers, any justification that I could give really doesn't apply. If we failed, we should fix it - plain and simple. And in these instances, we did work to fix it to the customers' satisfaction, but unfortunately it's not often that someone will make the effort to come back to a review site and update their post. I can tell you we will do what is necessary to remedy a problem, whether that means disciplining an employee, bringing in deeper amounts of inventory, moving to a bigger warehouse, changing vendors, etc. We are always looking for ways to improve our business for our customers.
With that being said, I want to mention a few things regarding these reviews. First, please note that the reviews span a period of over 7 years. In that period of time, we have processed hundreds of thousands of orders - we shipped out nearly 100,000 orders last year alone. In that same period of time, there were only 9 reviews posted here, and 6 of them were 5 star reviews.
Second, please be aware that these reviews are a very small portion of our reviews online. For example, we are a Google Trusted Store merchant and have over 1300 customer reviews on their site alone in the last 12 months (https://www.google.com/shopping/seller?q=stuffedsafari.com&hl=en-US) and a 4.9 star rating. As a Google Trusted Store merchant, Google verified that all of those reviewers actually placed orders with us and contacted those customers directly to obtain reviews of their orders. If you are not familiar with the Google Trusted Stores program, you can read more about it here: https://support.google.com/trustedstores/answer/1669878?hl=en&ref_topic=4544280. On the SiteJabber site, there is no vetting of reviews that are left and anyone can leave reviews for any business.
If you (or anyone else) have questions regarding anything about our business or an order, we are always happy to answer any questions or address any concerns. Please feel free to contact us directly at 866-534-6604 M-F 9am - 5pm CST or by emailing us at support@stuffedsafari.com. Thank you again for your question!