Baubax LLC

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. 
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. 
To date, this holds true as our Kickstarter customers are receiving our jackets (per our social media posts).
 
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. 
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 are working feverishly to get all our customers their orders, we appreciate the continued support and patience as we continue to respond to customer inquiries are quickly as possible.
 
Team BauBax

Hi [redacted],
We appreciate your support with BauBax, however, we have stated on our initial campaign the following exchange policy:
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.
The order that we sent to you was the correct order based you submitted to us. Therefore, you are required to pay 2-way shipping.
We are sorry about any inconvenience.
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 have stated, yes, we are delayed in shipping orders for [redacted], 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 our customer to be patient with our response. 
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 [redacted] backers. We are working feverishly to fix this and get the backers their jackets as soon as possible. 
In addition, we do ask customer to email our support team with questions, comments, and concerns. After checking out logs, we have been in correspondence and dialogue and answering the questions you have asked us.
We do appreciate your patience.
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 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. Unfortunately, looking up for the first/last name + the email provided to Revdex.com, we do not have any support tickets at this time with questions, comments, or concerns for our team to answer.
 
We are working feverishly to get all our customers their orders, we appreciate the continued support and patience.
 
Team BauBax

Hi [redacted],
Hope this message finds you well. Unfortunately, we do not have a refund policy, however, we will be happy to exchange your jacket(s) that adjust to the size that will best suit you. Please submit a ticket to: http://baubax.supportsync.com/crm/
Furthermore, just to...

reiterate, we have our exchange policy on each of our campaign pages as follows: 
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.
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.
We look forward to working with you to get your exchange taken care of and your BauBax jacket in your hand soon.
Team BauBax

Good Afternoon [redacted],
Hope this message finds you well.
To your note; yes, we had delays, however, we informed our backers through the updates we sent out to all our backers via email If you did not receive these communications, we are sorry about that.
Furthermore, in regards to third party...

purchases getting "ahead of" 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 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.
Furthermore, our records show that you received your order via UPS: [redacted] on 4/11/16.
Thanks.
Team BauBax

Good Afternoon [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. 
Both East and West coast facilities are shipping orders and customers are receiving their jackets throughout North America. 
Regarding deleted complaints & negative feedback on social media, we encourage our customers to provide quality feedback, however, making false claims, such as "scam" or "fraud" will not be accepted and therefore removed. 
Furthermore, your order has been processed and you should be receiving your tracking information very soon. 
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.
We appreciated your continued support and patience as we get your order to you.
Thanks.
Team BauBax

Good Morning [redacted],
Hope this message finds you well.
At this point, refunds are not possible. Your order is currently on-hold pending the completion of your survey response. Please complete your survey and we will get your order processed and shipped out to you.
Thanks for your continued...

support!
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 currently on-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

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.   This isn't a resolution, it's them explaining the many issues and disorganization with shipments.  I did receive the promised jacket and it's in satisfactory condition.  I'm  willing to say my complaint is resolved at this time.  Thank you!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 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, there is negativity out there, and positivity as well. We are doing our best to make our customers happy with the product that we have worked endlessly to create. To date, this holds true as our Kickstarter customers are receiving our jackets (per our social media posts). 
 
Lastly, our customer service representatives do their best to communicate as effectively as they can with the customer, however, please understand that we cannot always provide an answer the customer wants to hear or like. 
 
Team BauBax

Good Evening [redacted],
The shipping charges are separate from duties/taxes. BauBax charged shipping for your products to ship to your desired location only. What customs does is separate from BauBax entirely, and we are not responsible for those duties/tax charges. That is the sole responsibility of each customer.
Sorry for any inconvenience. 
Team BauBax

Complaint:...

[redacted]I am rejecting this response because the shipment never reached me! My complaint has clearly stated that I have never receive the shipment. I assume the item has been shipped back to Hong Kong. Please refund me in full as the delay is unreasonable and I do not wish to go through the whole process again. The excuse that the Company does not provide a refund is not acceptable as the Company has an obligation towards the backers who supported this project.
 
 
 
Sincerely,[redacted]

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

Good Evening [redacted],
In regards to third party purchases getting "ahead of" 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 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.
In addition, your order was already processed and delivered via FedEx - [redacted].
We appreciated your continued support.
Thanks.
Team BauBax

Complaint: [redacted]I am rejecting this response because: 
within the last few days, I noticed that Baubax is now selling jackets on an additional website:
http://www.ebags.com/brand/baubaxAnd it's backers have still yet to receive their items. Somehow they have time to distribute jackets to yet another third-party vendor, and they have STILL not met their agreement with the backers through Kickstarter and Indiegogo.  While we don't have a traditional contract, per se with BauBax, the campaign itself and subsequent updates by BauBax form our contract with them. Since BauBax promised, no less than three times, to deliver product to Kickstarter backers FIRST and ahead of any other platform, they are in breach of their contract with us, as this new outlet makes at least 3 other outlets selling these jackets prior to their backers receiving product before the outlets.  Additionally, Baubax's own product marketing was changed from prior to the close of the Kickstarter campaign to now, to update the built-in neckpillow which turns out, is not built in after all. They might be "doing the best they can", but your primary responsibility is to fulfill the shipments you owe your Kickstarter backers, first and foremost. Missing your November deadline was one thing, missing the extension of Christmas and New Years are another. But we are now at the end of March, with no guarantee we backers will even see what we paid for by April, or even beyond that.  You have not met that primary responsibility to fulfill what we backed and you're out selling what we paid you to fulfill through other outlets without fulfilling our contract. Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: My jacket finally arrived - in April, too late for the trip I'd planned to use it on - but that doesn't negate the extremely bad customer service experience I am complaining about. Misrepresentation and obfuscation of production and shipping dates were a constant, starting with all backers being told in Sept 2015 that shipping was on track for their November deadline, all the way through being told that my specific order would be processed by March 4. MANY backers continue to wait for their orders, and it seems that Revdex.com complaints and credit card disputes are the only way to potentially keep Baubax somewhat responsive. 
From the Baubax FAQ of Jul2015: "We are perfectionists! We have done our homework, so the risks are minimal. We have identified and locked in our manufacturers who will be able to ship within 60 days of successful project funding, so you can enjoy your very own BauBax Jackets before the winter travel season kicks in."
Since this FAQ, their language has stayed much the same, with further and further ship dates being missed while Baubax claims to be on track. As they poured cash into months of advertising (I followed one particular ad from Facebook) to try to make this campaign the "biggest in Chicago history," they should also have been looking to the future where they'd need more staff, bigger production facilities, and responsive, modern shipping contracts.
In their initial pitch to potential backers, they say "Our team is comprised of seasoned entrepreneurs, fashion designers, user experience designers, and supply chain experts with more than 40 years of entrepreneurial and manufacturing experience," and yet now in reply to my complaint here they claim to be a 2 person team! Was the initial description of their company fraud, or was their Revdex.com response a lie?
I also believe that the marketing saying the travel pillow, which was one of the most important selling-points of the campaign, was misleading. "No more bulky travel pillows" was promised, along with language like "built-in" and "integrated." The neck pillow is no different in size or shape, or more built-in than any other product on the market today. It comes stored in a pocket built into the hood, which is an utterly ridiculous place to try to keep it when wearing the jacket, since it misshapes the hood to a ridiculous degree.
 
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: First of all I followed the sizing chart and it does not fit.  Second, there was no notice of not being able to get a refund for an item.  Finally, not giving a refund because you were selling at a sale price and you are a new company is unacceptable.  The bottom line.  I have two brand new unworn items that I want to return for a refund and I am being told  that Baubax just isn't giving refunds yet.  Keep in mind that this is after the item was delayed in shipment for at least a month.  I have received nothing of value to me for the money I spent and I want to return YOUR merchandise and get my money back.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: The statement that the business made is not accurate or correct. I followed the sizing charts carefully and the jacket does not fit just fine. Please see the attached photos for measurements made of the jacket.
The actual jacket sleeve length is 30" long as measured from the center back neck to the end of the cuff. According to the size chart posted on the BauBax web site on Sept 30, 2015 when I was asked to choose a size, the women's medium size bomber is supposed to fit a sleeve body measurement of up to 32.5". The sleeve is too short to fit that body measurement because the 2.5 inches shorter than the sleeve length in the size chart.
The actual jacket chest measurement is 37". According to the size chart posted on the BauBax web site on Sept 30, 2015 when I was asked to choose a size, the women's medium size bomber is supposed to fit a chest body measurement of up to 37.5". The actual chest measurement is 0.5" smaller than the chest measurement in the size chart. Additionally, the chest of the jacket does not have any ease for wearability or to use the pockets the way BauBax stated on April 28, 2016 (see email below).
-------Agent 002 (BauBax) Apr 28, 09:23 Hi [redacted], Our sizing chart on the website refers to body measurements. The jackets have been manufactured to maintain additional space for pockets to be used easily. Please refer to the sizing chart and the measuring tips which will help you identify the correct size. We will be happy to assist you in processing an exchange for your jacket. Please visit our online return centre and provide details on your requirements for exchange. Best Melissa
-------
The jacket does not match the size chart provided by the company, so the jacket is defective. The BauBax's exchange policy requires the customer (me) to pay for 2-way shipping. I will not do this because it is not my fault that the jacket does not fit. BauBax should pay 2-way shipping for the exchange because their product does not match the dimensions they published on their web site. In addition, even if they pay for 2-way shipping, I have no way of knowing what size jacket I should ask for in exchange because their size charts are not representative of their product. The actual measurements of their jackets are materially different than the size charts they posted on their web site.
If BauBax provides accurate size charts and pays for 2-way shipping, I will consider an exchange. If BauBax will not do both of those things, I require a refund for the defective product.Sincerely,[redacted]