Baubax LLC

Hi [redacted],
Hope this message finds you well. We have successfully received your returned product to our warehouse, however, being that your order was charged through Kickstarter, your credit card company would reach out to them directly as that is where your payment was debited out of your...

account. 
We have not received anything from Kickstarter, so this matter on our end is considered as closed.
Thanks
Team BauBax

Hi [redacted],
Hope this message finds you well. We have collected your details offline and consider this matter closed.
Thanks.
Team BauBax

Good Afternoon [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.
Prior to submitting this claim you should have received tracking information as your order was shipped out on...

4/5/16.
Furthermore, our records show that you received your order via FedEx: [redacted] on 4/9/16.
Thanks.
Team BauBax

Good Afternoon,
We will be happy to exchange any defective product that you have received. We are sorry for any inconvenience. In order to exchange these items, we will need you to visit www.baubax.com/exchanges to get the process started. 
Once you have completed this, we will get this processed and shipped out to you. 
Thanks.
Team BauBax

Hi [redacted],
Hope this message finds you well. We apologize that you jacket did not fit you, however, we will gladly refund your money. A team member will reach out to you offline and get you all taken care of.
We will consider this case closed.
Thanks.
Team BauBax

Good Evening [redacted],
The bomber jacket - "Bomber: 100% polyester Soft Shell fabric with smooth outer surface that easily slides away snow. Machine washable."
In addition, furthermore, in regards to third party purchases getting "ahead of" Kickstarter 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 Kickstarter 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.
Note: Your order has already been delivered via FedEx: [redacted] on 3/24/16.
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.
I just wanted to update that Baubax has recently improved their customer service and they have resolved the initial complaint I requested about refunding me the shipping cost I had to incur based on their sizing defect of the jacket.    Now you can update your records that the company has now addressed and resolve the issue.  I am satisfied now.  It's a shame it took them a while to come around.
 
[redacted]

Hi [redacted],
Hope this message finds you well. We are sorry that your jackets don't fit you as you would like. As such, we do have an exchange policy as our support team has indicated. 
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.
The additional payment on delivery is for the custom duty payable as per the regulations of your country. The import taxes are to be managed by the Backers upon arrival of their package at their respective customs office.
We are sorry for any inconvenience.
Team BauBax

Good Morning [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.
You order has already been processed. If you have not received your tracking information you will within the next 48 hours. 
Thanks for your continued support!
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 and are in full compliance with the Kickstarter Terms and Conditions they agreed to.
(https://www.kickstarter.com/terms-of-use?ref=footer). BauBax posts updates on the...

Kickstarter page directly. Once this is official posted to the sign all backers who have supported our campaign receive a direct email (per their email on file with their Kickstarter account) 
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. 
We have previously informed our backers of these changes in our updates. This was done to ensure the highest of quality was used to support the pockets so there would be no sag in the jackets.
 
We are working feverishly to get all our customers their orders, we appreciate the continued support and patience.
 
Team BauBax

Good Morning [redacted],
Hope this message finds you well. We understand there have been delays, however, we are happy that you received your product. 
As we specified on our campaign pages under "Exchange Policy," its reads as follows:
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.
Sorry for any inconvenience, but we will be happy to exchange your order per the policy above. Please send an email [email protected] with your exchange request. 
Thanks.
Team BauBax

Complaint: [redacted]I am rejecting this response because:
Business' respond is correct that they provided update in Jan and Feb, but reality they should have ship product in Jan and Feb.
Their latest promise in Indiegogo was to start shipping on March 14th, but that did not happen and there is no recent communication
when we should expect shipment now.
So at the end what we have: Every month we get promises that product will be shipped next month. it does not happen
and instead we again receive a promise of another month delay.
At this moment there is no evidence that product exists or that BauBax is really going to ship it. Instead we will get another promise to ship one month later.
Sincerely,[redacted]

Good Afternoon,
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.
(https://www.kickstarter.com/terms-of-use?ref=footer). BauBax posts updates on the...

Kickstarter page directly. Once this is official posted to the sign all backers who have supported our campaign receive a direct email (per their email on file with their Kickstarter account) 
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. 
With that being said, we have began shipping to our International customers (Non-North American orders). This began on 2/16/2016 and we have seen pictures posted on social of our customers receiving them. In addition, we will begin North American order shipments on 2/26/2016. In a recent update provided to our backers on 1/14/2016, we informed backers that orders would begin shipping at the end of 01/2016 - and go through end of 02/2016. We are slightly delayed from our adjusted schedule with this timeline.
To date, backers on both the east and west coast have received jackets along with our international customers. This holds true as our Kickstarter customers are receiving our jackets (per our social media posts).
 
We are working feverishly to get all our customers their orders, we appreciate the continued support and patience.
 
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.
Although my blanket ordered separately has not been delivered. The quality of the delivered jacket is very bad, size is much smaller than ordered, built-in pillow is not built-in at all and gloves are with a hole.
I will never do any more business with Baubax nor recommend themSincerely, [redacted]

Good Afternoon [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.
Your order has already been processed. If you have not received your tracking...

information you will within the next 48 hours. 
Thanks for your continued support!
Team BauBax

Complaint: [redacted]I am rejecting this response because:
I prefer my money back and not an exchange. I want nothing to do with a company that treats its customers so poorly.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.
(https://www.kickstarter.com/terms-of-use?ref=footer). BauBax posts updates on the...

Kickstarter page directly. Once this is official posted to the sign all backers who have supported our campaign receive a direct email (per their email on file with their Kickstarter account) 
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. 
With that being said, we have began shipping to our International customers (Non-North American orders). This began on 2/16/2016 and we have seen pictures posted on social of our customers receiving them. In addition, we will begin North American order shipments on 2/26/2016. In a recent update provided to our backers on 1/14/2016, we informed backers that orders would begin shipping at the end of 01/2016 - and go through end of 02/2016. We are slightly delayed from our adjusted schedule with this timeline.
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. 
To date, backers on both the east and west coast have received jackets. This holds true as our Kickstarter customers are receiving our jackets (per our social media posts). 
 
Team BauBax

Good Evening [redacted],
Hope this message finds you well. We apologize for the delay.
Our records show your order has been processed and shipped. If you have not received your tracking information, please find the following details via UPS: [redacted] on 4/12/16. 
Thanks.
Team...

BauBax

Good Afternoon [redacted],
BauBax is truly sorry for the delays, which were the result of a company of two people receiving orders for approximately 50,000 jackets, which (per Kickstarter standards) did not actually exist. The team has done absolutely everything in its power to produce the jackets to its backers' satisfactions. 
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.
We appreciated your continued support and patience as we get your order to you.
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. The company fulfilled their pledge and I received the jacket on April 6, 2016. I consider the case closed.Sincerely, [redacted]