Baubax LLC

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.
 
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. 
 
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. 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]

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.
Our customer support team is providing as much information as they have to provide. Unfortunately, the only way track your shipment is when you received tracking confirmation from our shipping vendors. This is the only way to verify the exact date you will be receiving your order. 
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 and posting pictures per our social media outlets.
We appreciate the continued support and patience.
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.
Prior to submitting this claim you should have received tracking information as your order was shipped out on 4/1/16.
Furthermore, our records show that you received your order via FedEx:  [redacted] on 4/7/16.
Thanks.
Team BauBax

Hi [redacted],
Hope this message finds you well. 
We have continually stated that we do not have a refund policy, only an exchange policy. We have indicated this policy on each of our campaign pages. The exchange policy is the following: 
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.
Per this policy, we will be happy to exchange your jacket(s). Email [email protected] with your exchange request and will follow-up with the exchange process details to get you taken care of.
Thanks
Team BauBax

Baubax was in touch with us via Twitter following our complaint submission to the Revdex.com. They have since shipped us the correct item - it is en route. Once it arrives, we will consider this matter closed.

Hi [redacted],
Hope this message finds you well. Our records indicate your order was shipped and delivered on May 26, 2016 with a signature required. We will consider this matter closed.
Thanks.
Team BauBax

Good Morning [redacted],
Thank you for the follow-up and hope this message goes well. At this point, refunds are not possible, as we do not have a refund policy as you addressed in your earlier statement. We do have the exchange policy and since we shipped you the correct product based on your order, it will be the responsibility of the customer to pay 2-way shipping to exchange your product.
With that being said, since the product that you ordered is the largest size in that style, we, as a company, will gladly exchange your product for an alternative style that has a size thats suitable for your comfort.
Wishing you a great day ahead. Thanks for your continued support!
Team BauBax

Hi [redacted],
Hope this message finds you well. The On-Hold was lifted and your order was sent out on 6/28/16. You should have received your order by 6/30/16. If you have not it should be to you within the next day or so. 
We appreciate your patience and continued support.
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.
 
We understand the your frustration, however, 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 appreciate the continued support and patience.
 
Team BauBax

Hi,
We do not have either an order or return request in name of [redacted]. We would ask that the person who ordered the jacket contact us at [email protected]
so that we can directly address any issues. Please provide any documentation of order or payment and not only will explain exactly...

what the issue is, we will ensure
you receive what you paid for and or issue a refund if warranted. 
Regards, 
BauBax Support

Good Afternoon [redacted],
Hope this message finds your well. Your order shipped out to you on 4/12/16 (of which you should have received tracking information prior to submitting this complaint) and was delivered to you on 4/18/2016.
We understand you are unhappy with the way your jackets fit and therefore we have an exchange policy to help you out. This policy is detailed on each of our campaign pages for all backers to see. 
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.
As for a refund, 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 in your case, your order has already been shipped and delivered to you.
Sorry for any inconvenience. However, if you would like to do an exchange, please email [email protected].
Thanks
Team BauBax

Hi [redacted],
At this point, refunds are not possible, because all orders have been produced, shipping information has been sent to our fulfillment centers for processing and most of our customer have already received their orders.
As such, we have not deceived anyone. We have customers that ordered...

the sizes they wanted and fit perfectly, whereas, others, like yourself have did not get a size that fits them.
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 apologize for any inconvenience, however, we are happy to exchange your order as indicated on www.baubax.com/exchanges.
Thanks
Team BauBax

Complaint: [redacted]I am rejecting this response because: I am in the US, and I have not received my jacket yet, nor have thousands of other backers, and not only have I not received it, I have not within the time windows the company has set, or within a reasonable time window thereafter. You are MONTHS delayed now. By the time I get this thing, it will be summer, assuming I ever do receive it.
The fact that they admit that they are selling these jackets on other websites--the ones WE the backers funded production for--while they have yet to meet the commitments to the very investors that paid for this production run is simply unacceptable. How is this not fraud? How is this not in direct violation to the terms of your Kickstarter agreement? We were used.
Random updates telling the backers how you failed to meet the promised objective, in part due to adding low-end add ons that further pushed back production and shipping, does not give you license to keep dragging this on. This is *our money* you've spent, and we expect the return on our investment or a full refund.  Saying in your eventual updates that you've "learned a lesson" about how to handle a large production run  is not solving a problem, nor does it fix the issue, and saying that you will eventually reply in maybe 2-3 weeks if we contact you is also not going to fix anything.  You made this mess, and should not have set up a second campaign on IndieGogo after you did a Kickstarter run. IF you wanted more funding after the initial Kickstarter project was finished, make that a second project AFTER fulfilling the first project.  
 
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:  Since you stopped replying to my emails ages ago, I am nowhere near the delivery address provided to you in October of 2015.  Your company is committing fraudulent acts on consumers by:  suppressing comments on social media platforms, within the Indiegogo campaign comments section, Manufacturing sizes which do not conform to the sizing chart you provided to backers when they selected sizes.  Sending regular sized jackets to individuals and claiming they are tall sizes, lying to those same individuals about the sizing by claiming that the indicator for a tall size is within the barcode but not on tags (which we have disproven by gathering and examining barcodes) and by claiming you had the experience and team selected to manage this project then responding to complaints by saying "we were only two people."  We are not stupid, although you treat us as though we must be.  We have compiled significant evidence to prove consumer fraud and breach of contract and will be advancing complaints to regulatory, civil and criminal bodies for further action.
 
You have repeatedly lied to backers, worked diligently at obfuscating the truth, breached your contract by selling and delivering garments to third party retail buyers ahead of promised delivery to early adopters.  I want nothing to do with you or your products.  Provide me with a full refund.Sincerely,[redacted]

Hi [redacted],
In regards to third party purchases getting "ahead of" Kickstarter/Indiegogo 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/Indiegogo 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 (and orders have been filled and delivered). 
We apologize that you had sizing issues, however, many customers are happy with their sizes, where others like yourself are no. Therefore, we have the exchange process in place for such cases. However, since we filled your order and you placed it, the exchange policy is in full effect as shared on both 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.
Please visit www.baubax.com/exchanges to get the process started for your exchange and we will be happy to get this filled for you.
Thanks.
Team BauBax

Complaint: [redacted]I am rejecting this response because: it is simply untrue.  The company IS able and HAS previously issued refunds. They failed to meet the terms agreed upon.  Furthermore, this very delayed response cannot be followed up upon.  It is automatically generated, as is most of their communication, and states untruths.  No tracking information is available through any accessible means.Sincerely,[redacted]

Hi [redacted],
We have handled this offline. Consider this closed.
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. 
 
Furthermore, the material description was shared on the campaign page in August and the Backers on Kickstarter were informed that the sweatshirt will be made of a cotton and polyester blend. 
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 appreciate the continued support and patience.
 
Team BauBax