Baubax LLC

Good Morning [redacted],
Hope this message finds you well.
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

Hi [redacted],
In regards to the quality of the material and functionality, the material of a polyester/cotton blend 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.
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 was already processed and shipped via USPS: [redacted]
Thanks.
Team BauBax

Complaint: [redacted]I am rejecting this response because:
Baubax is not being truthful. They have not shipped any indiegogo items to indiegogo contributors and are still selling and delivering to other retailers. In fact Touch of Modern just listed their 2nd sale.To date I have not receive my shipping notice as promised with the last update. When I purchased my item it listed the retail price as $200 and I paid $159. They are now selling to other retail outlets for less. The sweatshirt is now listed at 124.99. In addition when I ask for an update via comments as to the number shipped to date they are hiding it from the public view.  I demand a refund in the amount of $159. Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
There is no option available to me to have a product I paid for.  I did follow the sizing chart exactly.  I remeasured several times.  I fell into the XL category, and just to be extra careful, since I wanted to wear layers under my two jackets I paid for, I chose sizing to the next size up, XXL.   The jackets still do not fit.  The same is for the other member of my household.  She fit into the L category, and she chose XL, and they do not fit.  She tried on my XXL, and they don't fit her either!  This is the complaint of many people online, posting that the jackets do not fit despite measuring against the BauBax sizing chart.  They are not accepting responsibility for a product manufactured off their sizing charts.  There are now 4 jackets in our home that cannot be worn at all, because they do not fit.  It is clear that they did not read my complaint, because they provided a canned response about exchange, BuT THEY DO NOT OFFER SIZING HIGHER THAN WHAT I HAVE.  I normally fit into a size L-XL in every other manufacturer's clothing, and I cannot fit into Baubax XXL.  This is a problem in manufacturing.  This is despite numerous promises about shipping times that they did not deliver on, and we received our jackets 4 months after promised.  I would accept this if I could actually wear the product.  What am I supposed to do with a product that does not fit?  Where is their responsibility to manufacture within their own sizing charts (or even within standard sizing charts)?  The quality and features they promised also were not delivered upon such as the neck pillow is not integrated as they promised, and the material of the sweatshirt was promised as 100% cotton, but after accepting payment and closing the Kickstarter backing, they then changed their plan to use 100% cotton to use inferior poly/cotton mix.  I can list further issues with the features that were advertised and not delivered upon except that it all is irrelevant since the jackets do not fit and cannot be worn at all.  They are useless.  Any other company would have a means for refund if their product wasn't usable.  I need a refund to purchase jackets that fit.
Sincerely,[redacted]

Hi [redacted],
A follow-up email was sent you to last Thursday/Friday requesting your details. Please follow-up offline. We will consider this matter closed.
Thanks
Team BauBax

Good Evening,
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 processed and delivered via UPS -...

[redacted].
Thanks for your continued support!
Team BauBax

Good Morning [redacted],
Hope this message finds you well. 
Your order has already been processed and shipped to you on 3/22. You should have received your tracking information (if you have not already received your product).
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.
Please note, your order has been processed in which you should be receiving your shipping confirmation details soon. 
We appreciate your continued support and patience as we get your order to you.
Thanks.
Team BauBax

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). 
 
Finally, we have asked out customers to be patient with our email response as we are catching up on inquiries (by which we have an automated email response once they submit a ticket).
 
Key Notes: We are not on Amazon, and we do not have phone support.
 
Team BauBax

Complaint: [redacted]I am rejecting this response because:
I am extremely dissapointed with Baubax's refusal to refund my money back, especially since they clearly admit that they have dishonestly withheld updates and information from their supporters. That is clearly unacceptable. If I would have known that they had planned to take months upon months to not deliver the product AND not inform their supporters of the reasons behind the delay, I would have never spent money on their products. They have also admitted to lying and deceiving their customers, as they have decided to sell their products to third parties before their promised Kickstarter backers received their products per the promise made to them to receive their products before anyone else. Furthermore, Baubax misrepresented the type/quality of fabric used in the sweatshirt style jacket and buried this information in a shipping information update well after the end of the campaign and the period to cancel my order. If I would have known this information at the time of purchae, I would have not bought these jackets. In sum, Baubax broke its contract with me with regards to quality of materials and functionality of the jackets; and for lying about their shipping timeline and their promise to deliver their product to Kickstarter backers before anyone else. Baubax simply cannot get away with fraud, and I appreciate the Revdex.com's efforts to hold them accountable, and for ensuring I get my money back.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 to Indiegogo terms and conditions.
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.  
 
Furthermore, the delayed responses from our support team has been addressed as we have asked our backers with questions to be patient as we are backlogged. Most recently we implemented an automated response that has asked them to be patient with our response. 
 
We are working feverishly to answer and be attentive to our customers, but we do appreciate their patience.
 
Team BauBax

Hello [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.
Furthermore, our records indicate your order was delivered on 4/1/2016 via Hong Kong...

Post: [redacted]
https://baubax.aftership.com/[redacted]
Thanks
Team BauBax

Good Morning,
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, however, we have assured our customers that our Kickstarter backers and Indiegogo supporters would receive their orders before any 3rd party customer would. (As addressed in our latest update on 02/19/2016).
To date, this holds true as our Kickstarter customers are receiving our jackets (per our social media posts).
 
Team BauBax

Good Evening [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.
If you have not received both your confirmation numbers, just know your orders are in route to you as we...

speak.
Here they are for your reference via UPS:
[redacted]
We appreciate your continued support and patience as we get your order to you.
Thanks.
Team BauBax

Hi **,
Hope this message finds you well. Unfortunately we cannot process a refund as your order has already been processed and shipped as of 3/14/16.
Your order was shipped via Deutsche Post DHL; [redacted]
https://baubax.aftership.com/[redacted]
Thanks.
Team BauBax

Good Evening [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 here are the details to your shipment (UPS): [redacted]
Thanks for your continued support!
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.
Furthermore, 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:
Baubax has been shipping through Touch of Modern and Indiegogo and on the same social media they mention in their canned answer reports are available from non-kickstarter backers who received their order.
The deceptive communication and large amount of complaints from backers have until date not show any better communication as promised in an email to all backers, worse the continuous denying of doing wrong starts to be very disturbing. A request for an update on delivery date, not so vague as "it will come" or refund for defaulting remains unanswered.
It's unacceptable how you treat your backers and use OUR money to fund retail sales. Strange enough, Baubax is now also selling on ebags.com which has a confirmed delivery date for orders placed today of April 6, 2016 but backers who PAID and ORDERED in August can not be provided with a shipping date.
A formal complaint has now been filed with the Washington State AG and FTC for fraud.
Sincerely,[redacted]

Hi [redacted],
Hope this message finds you well. I see that we have handled this offline and collected your refund information. We will get this processed and send you an email with your refund confirmation.
Thanks.
Team BauBax

Complaint: [redacted]I am rejecting this response because:
- your response does not explain how you can run your campaign, promising 25% off the retail price for backers, and then sell items retail at the same or lower prices than backer prices. If nothing else, this is deceptive behavior.
- you aren't "slightly delayed," you've now passed the third(!) extension. In your Indiegogo message #9 you state that you will begin sending out jackets on the 14th. In your latest message to another Revdex.com complaint you state that NO jackets have been sent. Since this message was sent after the March 14 deadline, I have to assume that you are not sticking to your word, again.
- I don't honestly care about communication, I care about being misinformed about the retail price and about the fact, that you did not have stock to fulfill September orders but apparently stock to fulfill retail orders. Especially the retail pricing and availability would have made it cheaper and faster, with a clear exchange path, for me to order there. You misled your backers by claiming advantages (earlier access, cheaper product) that weren't there.
Sincerely,[redacted]