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 [redacted] Terms and Conditions they agreed to.
(https://www.[redacted].com/terms-of-use?ref=footer). BauBax posts updates on the...

[redacted] 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 [redacted] 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 [redacted] and [redacted] 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 [redacted] were informed that the sweatshirt will be made of an cotton and polyester blend. 
 
We understand the your frustration, however, we do have an exchange policy that states “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 on [redacted], 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.”
To date, backers on both the east and west coast have received jackets along with our international customers. This holds true as our [redacted] customers are receiving our jackets (per our social media posts).
 
We appreciate the continued support and patience.
 
Team BauBax

Good Afternoon,
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 most of our orders being filled and delivered).
We are sorry that the sizing of your jackets does not meet...

your expectations. We will be happy to exchange them for you. Please visit www.baubax.com/exchanges to get the process started for your exchange. 
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. 
To date, this holds true as our Kickstarter customers are receiving our jackets (per our social media posts). And the best information we have to provide them on their orders is the tracking information they will receive when orders have been processed and shipped. Unfortunately, until then our support team does not have further details to provide. 
 
Team BauBax

Good Morning [redacted],
Again, a refund is not an option, yet we have an exchange policy as previously stated. Your order was shipped and delivered to you on April 13, 2016 via [redacted].
We will glad process an exchange for you, but ask that you please check out our exchange policy at www.baubax.com/exchanges to get the process started.
Thanks.
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. I received my jackets today, so I no longer have this complaint.
Sincerely, [redacted]

Hi [redacted],We will handle this offline and consider this case closed. Please respond to our email correspondence with further details.
Thanks for your patience
Team BauBax

Complaint: [redacted]I am rejecting this response because:
Hello, sorry to bother you again but looks like to open a complaint here is the only way to make steps in this issue. On 3th May I had opened a complaint here about an exchange, ended on 9th May with the business proposing a free exchange and me closing the complaint accepting. The same day I received even a mail from the business telling that the Exchange was Initiated and I would have got a Prepaid Return Shipping Label via separate email. Since that day (on 9th May) I haven't got any sort of news from the business, and of course I neither got the Prepaid Return Shipping Label promised. I contacted them but the days are going on and I still got no replies. I even fear it will pass the deadline for the exchange, and I will get the fault to have delayed the jacket. I'm blocked, I can't send back the jacket without the Prepaid Return Shipping Label. I just want to close the process quickly, send back the jacket using the Prepaid Return Shipping Label and to receive the bigger one (an M instead than a S). Thanks for the help, Regards
I'm just asking to receive to my email address the promised prepaid shipping label so that I can start the exchange process, to send the jacket and to receive the replacement (and I hope I won't need to open a new Revdex.com complaint even for this step). Thanks.
Sincerely,[redacted]

Hi [redacted],
There is not confirmation from us as we have not received anything stating further details be provided on our end. Hence we are closing this on our end until further details are requested in writing. 
Thanks
Team BauBax

Hi [redacted],
We are sorry to hear the sizing of your jacket did not meet your expectations, along with our delayed response. We do have an exchange process as you mentioned, it is setup and ready for our customers to use. We ask that you visit www.baubax.com/exchanges. 
Once you submit a ticket...

with your exchange request, we will be happy to get this processed and a larger sized jacket to you. 
Thanks.
Team BauBax

I wanted to inform you that I finally received a refund from this company via Pay Pal this afternoon. All it took was me telling the people at Baubax that I initiated a complaint with the Revdex.com last week and they committed to process a refund.  Today it came through.  I looked through the actual complaint and did not find a way to update you within that file.    Hopefully this will suffice and I hope you can still publish the complaint and resolution so that the hundreds of other unhappy backers can pursue refunds as well.
 
Thanks.

Complaint: [redacted]I am rejecting this response because: They shipped the package a day after this complaint was filed. I have finally received the package but now one of the jackets does not fit and I based the sizing off of their chart. I want a refund of the jacket as I refuse to wait another 7 months before I can exchange it or have to pay for shipping for a return. This company is disgraceful and doesn't know how to treat their customers. 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.
Furthermore, in regards to third party purchases getting "ahead of"...

Indiegogo/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 Indiegogo/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.
Finally, 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],
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.
Furthermore, in regards to third party purchases getting "ahead of"...

[redacted]/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 [redacted]/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.
Finally, 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 Afternoon [redacted],
Hope this message finds you well. 
In regards to the quality of the material, the material of a polyester/cotton blend is a stronger material that will hold each of the pockets contents with little to no sag. 
With regard to canned answers, we understand they may not be answers you are looking for specifically, however, our customer support representatives provide as much information as they can with the information/knowledge they have.  
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 appreciated your continued support and patience as we get your order to you.
Thanks.
Team BauBax

Hi [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 (and many orders have already been received).
We do have an exchange policy that can be found at www.baubax.com/exchanges. We...

ask that you submit a ticket with your exchange request and we will make sure to get this updated and shipped out to you. As such, there is no deceiving anyone, we have customers that the sizing fits perfectly and others it does not. We have done our best to accommodate our customers and we will gladly exchange your jacket for you. 
Thanks
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.
Note that the Kickstarter Terms and Conditions are the contract between backers and BauBax, nothing else. Kickstarter backers should know and/or acknowledge that while BauBax sincerely attempted to meet all of its goals and the goals of its...

backers, it had license and appropriately did make changes in certain situations.
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.
However, we would like you to know that 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