Baubax LLC

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]

Hi [redacted],
Hope this message finds you well. We are sorry for the inconvenience. I have confirmed that your (5) jacket was shipped out on 6/29/16. You should have that within the next few days. 
Thanks for your patience.
Team BauBax

Complaint: [redacted]I am rejecting this response because:
The update that BauBax posted on Kickstarter are non informative. It contains many thank you message to backers without giving out an actual shipping date.
The project was successfully funded by September 2015. And upon their last update, BauBax has claimed to ship out shipment for North American backers in begining of March. As I patiently waited a delay from November 2015 to March 2016. I continue to wait for BauBax sending me update on my purchase, if it is prepared, if it is sent, if there is any tracking number. This month, I have come across online retail website to found BauBax not only now available to other online retailer but offering the same or even lower price than backers. Not to mentioned buyers on these site have received their purchase and left reviews.
I find this company is falsely advertising on kickstarter and have not fulfill their promise on kickstarter, "When a project is successfully funded, the creator must complete the project and fulfill each reward." to fulfill backers need first upon complete of the project.
The replied message does not resolve my concern, thus I'm rejecting the response.
Sincerely,[redacted]

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.
Our records indicate that your order was already processed and has been...

delivered via UPS: [redacted]
All the best,
Team BauBax

Complaint: [redacted]I am rejecting this...

response because:
I have tried several times over several months to exchange the item for a larger size as it is too small to no avail.
I did finally receive a response from your company after no communication to return the item but was told I would have to pay $10 for shipping.
I think this is a very bad way of doing business.  Rather than charge me shipping, I should have received an apology for lack of response along with a method
to exhange without further charges.
Additionally, the jacket is of poor quality and not as advertised.
I would like a refund.
 
 
Sincerely,[redacted]

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) 
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).
Thank you for your their support and hope that you are pleased with the product upon arrival.
Team BauBax

Initial Business Response /* (1000, 8, 2015/11/05) */
In August 2015, complainant contacted TBS seeking factoring services. She also was seeking help with acquiring and paying for insurance required to operate a trucking business. TBS advanced half the cost of the insurance down payment. The...

complainant signed a one-year factoring agreement and a Deferred Down Payment contract that stated she would repay the insurance advance in 6 weekly installments to be deducted from loads factored with TBS.

The contract stipulated that the complainant's repayment for the Deferred Down Payment would be weekly and commence on the week beginning August 31st. However, she did not factor in that week. On September 12, when we factored her first load, we took payment for that week (week two of the repayment agreement), plus the payment due from the last week in August (week one of the repayment agreement). We forwarded the balance of the money from that load to her within an hour of receiving her factoring request. This is exceptional customer service, and is consistent with what our clients have come to expect of TBS.

To date, that is the only load she has ever sent to us.

She subsequently called to say that a broker had inadvertently paid TBS for a load that she had not factored. Our records show no record of this payment, and we have had no luck communicating with her broker. To be clear: TBS did not receive any money, other than payment for the one load she sent to us for factoring. The bulk of her complaint has to do with a check we have never seen. That matter is between her and her broker, not TBS.

We have explained this to her, but she has called repeatedly, demanding money, escalating her concerns to the highest level of the company, tying up staff time and creating discord.

Now she has filed a complaint with the Revdex.com.

In just over a decade in the factoring business, TBS has provided almost $2 billion in funding to thousands of small businesses throughout the United States. We are proud of our 97 percent customer satisfaction rating, but there are limits to what our employees should have to endure to accommodate a client who is being overly aggressive and unreasonable over a matter that does not even concern us.

I hope the Revdex.com will remove this unfounded complaint from our otherwise exemplary record. We will be happy to send copies of all documents and work product pertaining to this complaint.
Initial Consumer Rebuttal /* (3000, 10, 2015/11/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I never had a problem with the payment on the one load factored with TBS it was the customer service that came along with it. As in calling about questions regarding factoring and getting information, information about getting money into the fuel account which still to this date I am unsure of, as well as billing concerns. Example is when I made a payment of $1000.00 then was told that I had not made that payment but later was told that the payment was received but that they simply "over looked it". I was very thankful that TBS helped my company out in the beginning with the insurance payment, thats actually the reason I decided to use the factoring service as well as there DQ files, MC/DOT services and insurance through them. I was very pleased with TBS until factoring came into play and dealing with [redacted] I find it unexceptable that when I call into TBS and speak with my account handlers that I receive different answers based on who I speak with. My major problem arose with TBS when a broker whom we did our very first load with some how " mysteriously " received a change of payee form from TBS when they had already paid one load with our address, then I was told by the broker that TBS had sent it to them and they thought they were doing there right thing. The broker gladly sent me the letter as well as a copy of the check, which I will gladly provide. I called in everyday to check and see if the check had been received by TBS. I allowed more than enough time for it to be received before contacting [redacted] I was actually able to invoice a different load and that be sent by mail in the time that I allowed for TBS to receive the check. Once I spoke with [redacted] she then proceeded to tell me that there was no way that the company received this letter because they did not even factor with them. So I ask the question , how did they receive this TBS letter change of payee for my company? After speaking with [redacted] it was clear that TBS was not going to admit to receiving this check. [redacted] told me that she would like to see the letter, which I sent. [redacted] also told me that I would not call in and continue to harass and speak to the employees that way. " in what way?" I said to [redacted] She just continued to say " [redacted].... come on [redacted]." I asked to speak to Mr. [redacted] the owner of TBS where she then told me that he knew of the situation and did NOT want to speak with me. That she was the highest person I would ever talk to. I had been asking to be released from the contract because obviously this is a very unhealthy business relationship, payments have been messed up due to faults unknown with TBS. I am just so tired of being strung along with TBS, I only factored one load with TBS and made the remaining payments of the deferral in full and learned my lesson. Instead of just letting my company out of the contract after only factoring one load they would rather just keep us binded to them to prove a point. I feel as if the letter of change of payee was send on purpose by TBS to create hardships for my company based on personal feelings [redacted] has towards my company. Also I am not the first one to file a complaint with the TBS factoring company with the Revdex.com I noticed there was also one that was similar to my case filed back in October.
I have no problem with other areas of TBS such as there insurance department , [redacted] is my insurance agent and is fantastic because she does her job correct. When on the phone with her, she helps me trouble shoot, answers questions and when she does not know them she finds them. I feel very comfortable with her because I feel like she has the best interest for my company . However with [redacted] this is not the case. I do not consider my self overly aggressive but sick and tired of dealing with TBS factoring and holding my company from moving forward with a more fit factoring company. No company likes to hear that a check that was suppose to be sent to them is no where to be found but to just keeping checking back, when is it enough? I have made several attempts for a full release from TBS. The individual releases for each brokerage company I haul a load for still leaves room for the error of TBS to send the change of payee letter. Which makes TBS the direct payee instead of my company for a load not factored through or affiliated through TBS. Also to be clear, the broker was more than apologetic about sending the check to TBS and immediately issued a Comcheck for the full amount and even waved the quick pay for the inconvenience.
Final Business Response /* (4000, 15, 2015/11/19) */
The main focus of TBS Factoring Service, LLC is excellent customer service. We regret that this client does not feel that she received that level of care. We have contacted the client and expressed our regret that our relationship with her deteriorated to a level that she felt that she needed to contact the Revdex.com. The client was receptive to our outreach and we have resolved the problem to our mutual satisfaction.

Good Afternoon [redacted],
Hope this message finds you well.
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 of customers typically being deleted are 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.
Furthermore, this is not a scam, as social media has indicated customer have been receiving their products/orders.
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 48-72 hours. 
Thanks for your continued support!
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]

Good Afternoon [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 packer. Despite BauBax sending the Jackets for Kickstarter backers to its fulfillment center before it sent any third parties. These third partied being a more established company's, were simply able to move more quickly then we were.
With regard to deceptive communication, there is not intention for deceiving anyone. Our communication has been as frequent as we have had information to provide. Although this may be not what you want to hear, we are not looking to hide information to our backers. There may be slight delays, but that is only to gather more information to provide so we don't flood inboxes with updates. 
With regard to fraud, this is in no way shape or form fraud. We as a company are shipping products to customers around the world. Per social media and delivery confirmations, this holds true.
At this point, refunds are not possible, because all orders information produced and shipping information has been sent to our fulfillment centers for processing.
We appreciate your continued support and patience as we get your order to you.
Thanks.
Team BauBax

Complaint: [redacted]I am rejecting this response because: This reply is not relevant to my complaint, nor does offer any options to my complaint.  Furthermore, the reply is boilerplate and shows how disconnected this company is from dealing with its customers on an individual basis.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: This is the same response, word for word they are sending everyone who is complaining. While you did email me back the same day I contacted you, it was literally a computer response that didn't even address the issue at hand. I understand there are delays, but that is no excuse for falsely adverting and selling a product. I have attached a screen shot of their website where it STILL states the sweatshirts are made out of 100% cotton. While they did inform their backers eventually, it was only through a email (update #15) which wasn't sent until January 14, 2016 - way after the campaign had been closed, and then did not allow people who no longer wanted this version to cancel. You sold me a 100% cotton sweatshirt on September 7, 2015 NOT a 60% cotton, 40% polyester blend. This is a false advertisement of product that still today is displayed clear as day on their kickstarter website. Sincerely,[redacted]-

Hi [redacted],
I hope this message finds you well. Unfortunately, we are not able to refund you your money as your order has been processed and shipped. You order was delivered on 3/30/16 via UPS; [redacted]. 
Thanks for your time.
Team BauBax

Hi [redacted],
Your order was delivered to you on 4/6/16 via UPS - [redacted]. We are sorry that you did not receive your tracking information as you should have on or before 4/4/16 ship date.
Team BauBax

Hi, 
 
We are sorry to hear you have had trouble reaching us. Have you tried us at [email protected]? Our email is listed all the way at the bottom of our website so perhaps you missed it. While we do not have a record of your issue, we certainly apologize if you have already tried;...

because so many people backed us, we have a lot of responsibilities we are dealing with. But we don't want you (or anyone) to think anything except that WE love our backers! 
 If you provide your email confirmation we can look into when you should (have) received your order and go from there. 
 
Regards, BauBax Support

Complaint: [redacted]I am rejecting this response because:
 
During the entire process, the company delayed shipment so many times that I moved. I formally requested a change of address from an old home to my new home. I have not received any responses to multiple requests to ship to my new address. I do not reside at the old address and have no way to access the property or mail.
 
I requested a formal address change in February and March of 2016. Considerably before the supposed shipping, of which I have no information showing that I have anything en route to my home.
 
I request that the company provide proof of shipment to my actual home address. This has not happened.
 
I am formally requesting a refund as I HAVE NOT received any notification in regards to shipping to my new address. 
Sincerely,[redacted]

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...

4/4/16.
Furthermore, our records show that you received your order via FedEx: [redacted] on 4/6/16.
Thanks.
Team BauBax

Good Evening [redacted],
Hope this message finds you well. We are happy to hear your friends have received there jackets. As for the rest they are on their way as well. And for this, we can confirm this is not fraud. 
In addition, 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 en-route to you as we speak via UPS: [redacted]
We appreciated your continued support and patience as we get your order to you.
Thanks.
Team BauBax

Hi [redacted],
Hope this message finds you well. Our support team has been in contact with you and we have received your details to initiate the refund since there is no larger size for your item.
We are sorry for any inconvenience, but we will provide you refund confirmation details once this is...

complete.
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]