Baubax LLC

Complaint: [redacted]I am rejecting this response because: the product did not meet the description with no explanation of changes in the product and the company explanation does not explain how third party buyers received their products prior to backers. Sincerely,[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 was shipped out on 4/5/16. The tracking information for your is as follows: FedEx - [redacted]
Thanks for your continued support!
Team BauBax

Hi [redacted],
Hope this message finds you well. Here is what is stated in our Exchange policy on both the campaign pages that all customers were able to view 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 give all our customer the option for exchanging their products, but since we shipped the right product to you based on your order, you are responsible for 2-way shipping charges.
Yes, this may be inconvenient, and we are sorry for this, but this is our policy.
Thanks
Team BauBax

Hi [redacted],
Unfortunately, we do not have a returns policy, only an exchange policy. Therefore, we will be happy to exchange your jacket(s) per the instructions on our website: www.baubax.com/exchanges.
Please submit a ticket and we will be happy to get your order updated, exchanged and sent out to...

you. 
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 (along with those that have already received their products)
Thanks.
Team BauBax

Mr. [redacted] became a TBS client in November 2017. We hit a rough patch in communications and procedures required to factor his loads. Both parties made changes; Mr. [redacted] to his office staff and TBS reassigned his account to another rep. Everyone is now on the same page. We (TBS Factoring...

Service) believe we have addressed this complaint to the client's satisfaction. Mr. [redacted] tells us he is happy with the services we provide to help him grow his business.

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).
 
Furthermore, we encourage that customer email our support team with any questions, comments, concerns. However, the support team can only go off the information they have to share. The only information regarding tracking information that can be provided is from our shipping company's when they send tracking details to the customers. 
 
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:
 
This again is the SAME message you guys have sent me the past 3 months. It has been over 6 months since you charged my credit card. You have neglected to respond to my current CS ticket that is out with your company but are able to still send canned responses to Revdex.com, and you keep telling me that orders are coming, however I have yet to receive any tracking link, jacket, or otherwise. I want my money back. I don't want your jackets anymore. You can keep the mysterious package that may or may not be sent out in the coming months. You have proved time and time again that you are not a responsible company, you have taken zero responsibility in the extreme lack of communication and have still to this day not given an actual ETA. I don't even know if my order is one of the 5K going out in North America (let alone how many orders in NA you actually have out). 
 
This is unacceptable and not a way to run a business. Learn from this and refund the customers who have not received anything. Taking over 6 months and responding with a canned message of it's coming, timelines weren't met, is not acceptable to me. Sincerely,[redacted]

Hi [redacted]
We are sorry that the jackets did not fit to your liking, we will reach out to you offline and make sure we get you taken care of. 
Again we are sorry for the inconvenience. 
Team BauBax

Complaint: [redacted]I am rejecting this response because:
The company has failed to make any good faith resolution on this dispute.  They continue to use terminology such as "at this point" while ignoring the fact that I initiated contact MONTHS ago.  Additionally, they are stating lies in their correspondence with Revdex.com.  My claim with Revdex.com was submitted in MARCH, yet they claim "Prior to submitting this claim" I received tracking information (which was sent in April and non-functional when sent).  This is simply another lie, typical of the company.  I have fortunately saved all documentation which proves that they have failed to be an honest company and not made any good faith effort towards resolution.  This response is yet another non-response that cannot be tolerated.  They have taken zero steps to resolve the issue and have not addressed my concerns.  The communication has been awful and they are simply copying and pasting canned messages with interjected personal information which show no respect or compassion.  The initial complaint has yet to be acknowledged. Expedition of your awful service to try and get tracking information generated is not an appropriate action.  It is further proof that my order was not processed or shipped upon my initial complaint in February directly to the company nor in March when the complaint was submitted to the Revdex.com, meaning resolution as requested could have been accommodated.  So let's summarize, product ordered in August and billed in September.  Complaint submitted to company in February.  After no response at all, complaint submitted to Revdex.com in March.  Shipping information generated in April as a response to complaint trying to cover themselves, but in reality, proving their negligence. To be clear, I requested (in a timely manner, especially compared to their response time) a refund.  I did not request an expedition of an already extremely tardy product.  Delivery of said product, which additionally is not as advertised, was unwanted.  This is not resolution.
Sincerely,[redacted]

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

Good Morning [redacted],
You order has already been processed and delivered to you on 3/31/2016.
All the best,
Team BauBax

Good Evening [redacted],
Hope this message finds you well.
We have deleted your order and followed-up with you offline to retrieve additional information.
Thanks.
-Todd

Complaint: [redacted]I am rejecting this response because:
There are so many lies in your response it's crazy. First off, the size chart is way off. I would have normally ordered a small, but I measured and re-measured myself, and went with the XS because of the size chart. There is an entire Facebook group with over 600 members (and growing) designated for swapping jackets. Next, the jackets absolutely were not offered at a discounted price to backers. I paid $179 for my jacket, and now they are being offered at touch of modern for $150! Lastly, I know of multiple people who have received a prepaid shipping label in order to return their jacket for a refund. Now, please send me a shipping label so that I may return my jacket for a refund, or else I will file a dispute with my credit card company based on the fraudulent information that is being fed to your original investors. 
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
 
This business provided a sizing chart to measure your arm length and chest to order the correct size. They did not provide any other measurements. The jacket I received does not even zip up around my waste as it is too small. I ordered an XL based on their sizing chart for my arms and chest to account for extra room to put a sweater under neath. I am not an XL ever. Those fit fine but the bottom of the jacket is so poorly designed it will not zip up around my waste. I am not the only person with this problem. There are hundreds of people on a Facebook group with this exact same problem. This business designed a poor product not as advertised and is now forcing hundreds of people to either keep a jacket that is poor fitting or pay two way shipping and customs all over again to exchange for another poor fitting jacket. This is the worst customer service I have ever had. All I want is to have a product that fits based on normal fitting standards and not have to pay to ship it back to them for an exchange and ship it back to myself. This is ridiculous and they should never design another garment again. My next step will have to be contacting my credit card company to submit a claim to be reimbursed for this disaster of a product.
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.  BAUBAX expedited my order and I have received the product.  Even though I would prefer a refund instead of the sweatshirt, this is what I ordered.Sincerely, [redacted]

Good Afternoon [redacted],
Hope this message finds you well. Here is our company's exchange policy as stated on both our campaign pages; 
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.
Please contact our [email protected] team with your inquiries about exchanges and the process.
Thanks
Team BauBax

Good Morning [redacted],
You order has already been processed and shipped out on 3/29/16. You should have received your tracking information. 
Thanks and have a great day!
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 sizing is apparently a more European form fitting style.  So while I finally did get my jackets.  They are a [redacted] company for not properly explaining there sizing.  I will take up exchanges with them personally.  I still wish there was a way for my displeasure with this [redacted] company to be conveyed instead of an "accepted" resolution.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. Sincerely, [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this is the same canned response backers have come to know and hate about this company.  I did receive my shipping notice, however I have still not received the product.  I will accept this for now, only because they did send a shipping notice in the 48 - 72 hours.  
Am I satisfied, no.  Am I done with this complaint, yes at this time.
Sincerely, [redacted]