Baubax LLC

Complaint: ***I am rejecting this response because:
BauBax has now repeatedly notified its KickStarter backers of ongoing delaysEach delayed and new timeframe has been missed for shippingMost recently the company has outright stated that they dont know when shipping will occur, nor will they be able to find out
Additionally, in breach of Kickstarter policy the company has now repeatedly sold out of inventory outside of the Kickstarter platform (one example is *** ** ***)This is, again, in breach of kickstarter agreement to deliver a product to backers
LINK to a site that is still selling the items retail, prior to delivering to its backers: (please note that inventory is already sold out at time of this writing, whilst kickstarter backers have been told that nothing has shippedThis is in breach of kickstarter policy)
***
Concurrently, the few kickstarter backers that have received their products, all have mentioned that the product is NOT AS ADVERTISEDBuilt in gloves are not built inBuilt in travel pillow is not built inThese items were key differentiators for the product, and not delivered as promisedTo compound these problems, it has been repeatedly stated that the product is very poorly crafted, and of general sub par construction for a $item
Sincerely,*** ***

Good Evening ***,
Hope this message finds you well.
Your order has already been processed and shipped.
If you have not received your order confirmation, please reference the following details via UPS: ***
Thanks
Team BauBax

Good Morning ***,
Hope this message finds you well.
At this point, refunds are not possible, because all orders have been produced and shipping information has been sent to our fulfillment centers for processing
Furthermore, your order has already been shipped and delivered on 3/28/
Here is the tracking information: USPS -
***
Thanks for your continued support!
Team BauBax

Hi ***,
Hope this message finds your well.
At this point, refunds are not possible, because all orders have been produced and shipping information has been sent to our fulfillment centers for processing
However, per our exchange policy, we will be happy to do so and send you larger
sizes that fit your sizing needsOur exchange policy reads as follows:
EXCHANGE POLICY:
If you follow the sizing chart carefully, then the jackets shall fit you just fineStill, if you wish to exchange your jackets for any reason, we’ll happily do that but you’ll have to pay for the two way shipping. As we are just starting up and offering our jackets at highly discounted prices, we won’t be able to accept returnsPlease make sure the items are unworn and unwashedAlso, all items must be in the condition you received them with all hangtags still attached
For your Bomber and Sweatshirt, sizes go up to XXXLPlease send an email to [email protected] and let them know you would like to exchange your jackets and we will get you taken care of
We appreciate your continued support
Thanks
Team BauBax

Good Afternoon,
We are doing are best and have been giving updates as readily as we can with the information that we have. 
Unfortunately, we did not meet our initial deadline of the holidays, due to a few caveats; shipping delays per the Chinese holidays and customs hold-ups as we are a...

1st time company importing into the U.S.A. which has a more thorough inspection process. 
 
As we have stated, yes, we are delayed in shipping orders for Indiegogo, however, we are beginning to ship internationally and will soon begin North America orders once all our Kickstarter backers shipments have been sent.  
Yes, we have started selling to third parties, and with our delays, there have been a few customers that have received their jackets prior to our Kickstarter and Indiegogo backers. We are working feverishly to fix this and get the backers their jackets as soon as possible. 
 
In addition, we do ask customer to email our support team with questions, comments, and concerns. After checking our logs, we have been in correspondence and dialogue for all communications to our [email protected] and answering the questions you have asked us. We have received no additional tickets after January 27th, 2016 and not inquiries about refunds.
 
We do appreciate your continued support and patience.
Team BauBax

Complaint: [redacted]I am rejecting this response because: Once again, this response does not address my original complaint.I paid for products that were advertised as one thing, and then after everyone's money was all taken - Baubax changed the product. They never informed anyone that there was going to be a change, a MAJOR change, in fabric materials before the project was over. So they withheld this information until people could no longer cancel their orders. The sweatshirts were proudly advertised as being made of 100% cotton. The bomber jackets were proudly advertised as being fleece lined. All products were proudly advertised as being made of the BEST quality material. I paid for a sweatshirt that was 100% cotton and a bomber jacket that was fleece lined. I paid for WHAT WAS ADVERTISED and the company didn't let anyone know of the material changes until MONTHS after not only the end of the project, but also way past the promised delivery timeline. This was an incredibly sneaky and underhanded move. The company continues to lie in several emails stating that the change was announced in August, before the project end in September and therefore they cannot provide a refund- and this is a total lie. It was never announced before the project end. They STILL cannot provide proof of this that they publicly announced to their [redacted] backers in an update BEFORE the project end that the materials were changing. This is completely unacceptable, unprofessional, shady and disgusting behavior to treat customers like this. The company also had an obligation to fulfill all orders on [redacted] before anyone else and once AGAIN, another LIE. They have been selling their product through retail sites and people ordering from them have gotten their product BEFORE a major percentage of the original buyers. Regardless of this, the fact is: I paid for a specific product. They changed the product. They refuse to provide a refund based on incorrect, FALSE information that they make up so that they don't have to take responsibility for their actions and admit any mistake. This is by far the worst customer service I have experience or even heard of. To not provide a refund for an order after they lied about the material, not to mention it being an order that hasn't even been fulfilled yet. I want a full refund. I do not want this product. I can no longer USE this product as it contains polyester - Which obviously I would've cancelled my order BEFORE the project ended if the information had BEEN ANNOUNCED. I want my full refund immediately or I will be seeking further action. 
Sincerely,[redacted]

Good Evening,
 
We are doing are best and have been giving updates as readily as we can with the information that we have and are in full compliance with the Kickstarter Terms and Conditions they agreed to. 
 
Unfortunately, we did not meet our initial deadline of the holidays,...

due to a few caveats; shipping delays per the Chinese holidays and customs hold-ups as we are a 1st time company importing into the U.S.A. which has a more thorough inspection process. 
 
Yes, we have started selling to third parties, and with our delays, there have been a few customers that have received their jackets prior to our Kickstarter and Indiegogo backers. We are working feverishly to fix this and get the backers their jackets as soon as possible. 
 
As we committed, we have began shipping to our International customers (Non-North American orders). Yes, we are delayed in shipping orders for Indiegogo, however, we are beginning to ship internationally and will soon begin North America orders once all our Kickstarter backers shipments have been sent.  
 
Team BauBax

Good Morning [redacted],
At this point, refunds are not possible, because all orders have been produced and shipping information has been sent to our fulfillment centers for processing.
Specifically, your order has already been processed and tracking should have tracking information within the next...

24-48hours.
We appreciated your continued support and patience as we get your order to you.
Thanks.
Team BauBax

Hi [redacted],
Hope this message finds you well.
At this point, refunds are not possible, because all orders have been produced and shipping information has been sent to our fulfillment centers for processing (and shipped to our customers).
However, we do have an exchange policy as indicated on our...

campaign pages:
EXCHANGE POLICY:
If you follow the sizing chart carefully, then the jackets shall fit you just fine. Still, if you wish to exchange your jackets for any reason, we’ll happily do that but you’ll have to pay for the two way shipping. As we are just starting up and offering our jackets at highly discounted prices, we won’t be able to accept returns. Please make sure the items are unworn and unwashed. Also, all items must be in the condition you received them with all hangtags still attached.
Furthermore, in regards to third party purchases getting "ahead of" our backers, this simply should not be the case but has to do with inefficiencies in BauBax's process and use of a third party packers. Despite BauBax sending the jackets for our backers to its fulfillment center before it sent any third parties, these third parties are more established company's, hence they are simply able to move more quickly then we were.
-Team BauBax

Good Evening [redacted],
Hope this message finds you well. Apologies for the delay. Your order has already been processed. If you have not already received your tracking information you will receive it within the next 48-72 hours. 
Thanks 
Team BauBax

Complaint: [redacted]I am rejecting this response because: 
I received the products on April 30 (the company did not start the fulfillment/shipping process until after they received notice of the Revdex.com complaint, as product shipped on April 25 via Fedex tracking [redacted]); however, on May 1st I discovered one product is not as described (Women bomber jacket, XS in red) and 2 items were shipped in wrong size (gloves). 
The Women jacket sizing is smaller than the original sizing information and, therefore, is not usable as expected. Eye-mask does not cover eyes and drink pocket cannot hold drink in standard can size of 12 US fl, body fit is a little snug). In addition, the pen is missing a part, so it cannot be attached to the zipper as supposed to. 
The gloves in the order should be 2 of size M and 1 of size S, but all I received are of size S.
 
I will consider the issue resolved and close the case if 1. The company offers to exchange the Women's jacket to, the closest sizing I can find which is Men's XS bomber in red.
2. The company covers the cost of 2-way shipping of the exchange, and the product is shipped out in a timely manner. 
3. The exchanged product is usable by me and with no defect. If I find that this is not the case, I will return it (cost of return covered by the business) and would like to get the refund for the one jacket that doesn't work out for me.
4. I would like to replace one pair of gloves size S as the threads are loose and come out as shown in the attachments. The other two pairs of wrong size happen to fit the users, so no need to exchange. 
Thank you in advance for the consideration to make things work out. Sincerely,

Good Evening [redacted],
Hope this message finds you well.
Prior to submitted this claim you should have received tracking information on Friday, 4/1/16 as this is when the item was shipped.
We show that your order was delivered on 4/6/16 via FedEx: [redacted].
Thanks
Team BauBax

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted] / [redacted]

Complaint: [redacted] and [redacted]I am rejecting this response because: it does not satisfactorily address my complaint. 
It addresses only the material change of the sweater and not the bomber. Baubax states "is a stronger material that will hold each of the pockets contents with little to no sag. This was addressed in earlier updates to our backers informing them of this." The material change was not addressed as they imply, where they state the change and the reason why. In fact, it was slipped into an FAQ section of an e-mail  headed "Please share the final fabric composition for each jacket, I need it to calculate the import duty in my country".(see attached) I feel this was a sneaky way of 'informing' backers of the change. As I was uninterested in calculating import duties I did not read that section of the FAQ. At no point was there any communication to backers to say "Our materials have changed, and these are the reasons why." In fact, to this day, the kickstarter page advertises 100% cotton sweaters (see attached). 100% cotton is a superior material for comfort and odor control, hence why Baubax was so proud to speak of their "Supreme Quality Fabric" in their campaign. 
Secondly, it does not address the material change for the liner of the bomber, which changed from fleece to polyester. This is a very significant change as fleece has such a wonderful feel against the skin and is so warm and comforting. The fleece liner was a major selling point for the bomber, and loosing that material makes it a much less desirable jacket. 
Thirdly, the response states "your order was already processed and shipped via USPS". At the time of the complaint there was no indication of shipment, though notification of shipment followed hot on the heels of me submitting my complaint and request for refund. 
Fourthly, having received the shipping notice it is now apparent they are not shipping exactly the sizes ordered either. (see attached) One of the jackets was ordered to be a "MT" - Medium Tall, yet none are reported to be "MT" on the shipping notification. The extra sleeve length of the Tall size was ordered specifically for someone with long arms to ensure proper fitment. At no time did Baubax inform backers that tall sizes where not being produced or shipped. 
Finally, baubax lumped together complaints [redacted] and [redacted] but failed to address the complaint of shipping delays from [redacted] where delivery was promised in Nov 2015, and shipping notification had not yet been received as of 20 Apr 2016.
This poor communication with backers, material and size changes after orders, and delayed shipments is unacceptable. I am receiving an inferior product than that which I was promised and nearly half a year after I was promised it. I am not satisfied and I am requesting a refund. 
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
I received an email from their support saying I could not get a refund and that my jacket would be shipped in a couple of days. Well, as expected, I now get no personal response, no tracking number, no refund and no jacket. 
Sincerely,[redacted]

Hi [redacted],
Your refund was initiated last week and confirmation was already sent to you via PayPal. We have send our email confirmation with that refund to you this morning as follow-up.
Team BauBax

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is marginally satisfactory to me. Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because:
As it has been expressed before, I understand that an RMA has been "created". However, absolutely no details have been provided by the company regarding where to send the items, how to ship them, or any sort of return label. The return exists only in theory as BauBax has been unable to provide any sort of return label or information for the items. I paid $25 nearly 2 months ago (per BauBax's instructions) to return the items and have had nothing but stalling and "we're sorry" from the company. I am not satisfied with the notion that BauBax cannot provide a refund. I will gladly ship the items back in exchange for a full refund. Sincerely,[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and...

find that this resolution is satisfactory to me. The company sent me a prepaid label to ship the jacket and accessories back to them and also provided a refund via Paypal. I have secured a receipt for the package drop off and I am including it here as an attachment. 
I can only wish for the company to be this accommodating with other customers who have had the same problem as me receiving a jacket on a size that they intended to make however ended up not being fabricated (with the exception of the Blazer model), instead of telling them that the jacket received is the "Tall" size when is not.  
That being said I hope the matter of my refund is now settled, shall there be any other complication I shall report on it.Sincerely, [redacted]

Good Evening [redacted],
Hope this message finds you well. We have sent you an email asking you to provide addition details to initiate the process for a refund. 
Please reply to the [email protected] email and we will get this taken care of for you.
Thanks
Team BauBax