Baubax LLC

Complaint: [redacted]I am rejecting this response because: it does not address the requested refund and is a generic response generated by the business and does not specifically address my order not let me know when my order will be shipped. 
Sincerely,[redacted]

Complaint: [redacted]I am...

rejecting this response because: Yes, you sent me an email, but you also haven't bothered replying to it. I'm tired of sitting around and waiting for you to get back to me about a refund. I have a jacket sitting around in my house, taking up space in a huge box, that I can't use or wear because you lied to your backers about the sizing charts. Replying to me and actually setting a refund in motion would be in your best interest.Sincerely,[redacted]

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) 
 
The information that we have provided to our customers is all the information we have at this time to provide. These are not a "canned" responses, it's simply the information we have to provide. 
 
Unfortunately, we did not meet our initial deadline of the holidays, but as we stated previously there were 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 are working through those, and as previously mentioned, shipping is currently going for International and North America orders.
 
Thanks
Team BauBax

Hi [redacted],
In order to process your exchange, we have to inspect the jackets to ensure they are in good condition. I can assure you once the QC is complete, we will process your exchange and get them sent to you. The quicker we receive your jacket(s) you wish to exchange, the quicker you will...

receive your exchanges purchase. 
If you have already paid your $15, great! The next step is to ship us your product. Again, once we have inspected it, we will get it processed.
Thanks.
Team BauBax

Complaint: [redacted]I am rejecting this response because: the alleged FedEx tracking number the business provided is fake.  When typed into the FedEx tracking website, the website responds that it is not a valid tracking number.  I tested the number today, April 7, well after the business claimed the number would work.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:  The last update was 30 days ago and it takes a Revdex.com compliant to get that same update sent to me again as a pdf?  Not good enough.  You want to be treated as an up and coming premier designer of clothing.  Then start acting like it.  Pictures on your social media do me and the rest of the people waiting no good.  Especially when you are already taking orders in Taiwan.  I have nothing further to say to you.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: I still do not know when my bomber jacket will be shipped. Your response does not provide a tracking or date of shipping.  Order was placed back in August 2015 with promises of delivery Nov 2015, pushed back to Dec, end of Jan. It is now March 22!
If you are unavailable to deliver, please refund my money. In addition I see that on ebag, a third party - there is a shipping date of April 6. So where is my date as a original backer!
 
Sincerely,[redacted]

Hi [redacted],
Thank you for reaching out. We apologize that your order did not fit you as you had hoped for. 
As we have expressed through our Support Sync application, we can not offer a refund at this time. I do see that you have created a exchange with an RMA #[redacted]. 
Our records...

indicate that we have not received your returned items for us to check-in. Once we receive the original order you would like to exchange, we then can process the exchange and get your updated order to you right away. 
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. 
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 committed, we have began shipping to our International customers (Non-North American orders). Yes, we are delayed in shipping orders for Indiegogo, and [redacted] 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, along with getting them their jackets, but we do appreciate their patience. 
 
Team BauBax

Good Morning [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. 
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.
With regard to social media comments, we appreciate and encourage customers to provide valuable feedback to help us improve our products. However, the comments typically being deleted are that of customers saying that BauBax is a "scam" or "fraud" or inappropriate language. Simply cause those words are not true. Again we appreciate the value feedback of our customers.
In addition, your order has already been processed. If you have not already receiving your tracking information, you should within the next 24-48hours. 
We appreciate your continued support and patience as your jacket gets to you.
Team BauBax

Hi [redacted],
We are sorry to hear that the sizing was an issue for your jackets. We will be happy to exchange them for you. Per our campaign pages we do not have a refund policy only an exchange policy as you viewed on the campaign prior to placing an order;
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.
We are sorry for any inconvenience,
Team BauBax

Hi [redacted],
We are sorry to hear that your product does not fit you as you would have liked it too. 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 most customers have...

received their products).
We will be happy to exchange your jacket(s) for you, however, we would like you to visit www.baubax.com/exchanges to get the process started. Once we receive your request for exchange, we will gladly process this once you return your items and get the updated ones to you.
With regard to sizing, we have many customers saying their garments fit great, and others, like yourself, where the garment does not fit. We have done our best to accommodate our customers and for this we will be happy to exchange your jacket(s). 
Thanks for your time.
Team BauBax

Complaint: [redacted]I am rejecting this response because BauBax is delaying the shipment to customers on purpose by not improving their logistics as they have admitted their inefficiencies.
BauBax has raised more than $11 million of funding for this project and yet they refuse to invest in more resources to improve their logistics and the third part packer BauBax has hired. As we are well into April, I [redacted] give them another 2 weeks, which makes a month after their newest update promising to process 500 to 1000 orders a day, to have my orders delivered to me as I have waited 6 months and counting. If I don't receive my orders by then, I [redacted] be forced to file fraudulent activities conducted by Indiegogo/BauBax with my credit card company as Indiegogo/BauBax [redacted] be labeled as fraudulent companies.
This is not a threat or anything for which I am merely trying to protect myself as a consumer because until I see my orders in plain site undamaged, I consider BauBax to be a  business of scam.
Below link are the "information" to BauBax's project, that is, if it's true information revealed by the company.
https://www.indiegogo.com/projects/world-s-best-travel-jacket-with-15-features-b...⇄

Hi [redacted],
Unfortunately, we do not have a refund policy. We do have an exchange policy as we have 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.
Sizes vary per person unfortunately. One person says a size XS fits great, another says it fits too small or too large. Based on the measurements we have provided on the website and campaign pages since day one, this is what we have shipped out to our customers and we are sorry if its not fitting you correctly. We are happy to offer you an exchange to a larger size.
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 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. This is not a scam.This holds true as our Kickstarter customers who are receiving our jackets (per our social media posts) and sharing their comments both positive and areas for opportunity. 
 
We are working feverishly to get all our customers their orders, we appreciate the continued support and patience.
 
Team BauBax

Complaint: [redacted]I am rejecting this response because: There is no hold on my account with Indiegogo. All of this information was given to your customer support team and for some reason you will not accept that information and ship my product. Indiegogo has told me on more than one occasion that there is NO HOLD on my account.Sincerely,[redacted]

TBS has contacted the complaining party.  We have informed her that filing the UCC filing and requiring a fee in remove the filing is not an unethical business practice and would be the action of any other factoring company.  We have agreed to remove the filing without a fee as soon as the...

complaint is removed from the Revdex.com site.  Ms. [redacted] said she would remove it immediately.  Please inform us when this is done, and I will remove the UCC filing.

Hi [redacted],
Hope this message finds you well.
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.
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.
In addition, your order has already been processed and shipped via FedEx: [redacted]
We appreciate your continued support and patience as your order gets to you.
Thanks.
Team BauBax

Complaint: [redacted]I am rejecting this response because:
An individual who bought from a third party site posted a copy of their shipping notice showing their product on route.  The third party site advised that the products would ship immediately after the sale ended on the 8th of February.  To date, only SOME individuals have started receiving product and there have been absolutely NO products shipped in North America other than those shipping directly from China to third party buyers.  This is in direct conflict with Kickstarter terms of service.
Rather than answer questions asked by backers on ALL forums (Through the Kickstarter "contact the creator" button.  Through direct email.  Through social media sites on Facebook and Twitter) this business has chosen to either directly ignore mail requests for information, refer individuals back to the Non-information contained on said "update" page and has even gone so far as to block their customers on both Facebook and Twitter.  
 
The "service" aspect of this company's business has been positively horrible and completely lacking in clarity, consistency and honesty.
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: you did not send me a tracking number or any other backers until you received complaints. And you have given other kickstarter backers have received refunds. So why are they able to get refunds for dissatisfaction with your sizing, shipping, and customer service but this isn't uniform across the board. I'd also like an answer to how you are making your backers pay for exchanges but people on ebags etc can get returns without paying shipping. You claim that you're a start up company. But you've made more than 9 million dollars on kickstarte ALONE. And you already have retail outlets you fulfilled before your original backers
 
Sincerely,[redacted]