GrowlerWerks LLC

Dear KickStarter Backer In regards to refunds, providing refunds to some backers undermines our ability to deliver rewards to other backers who are waiting to receive their rewards We apologize for any frustration or challenges this has caused backers We want to assure you that we are doing everything in our power to fulfill our obligations to you and all KickStarters This question was also addressed in our update posted on Dec 10th, The KickStarter platform provides guidelines to projects participating on KickStarter and to any potential backer considering pledging and the relationship between backers, pledges and rewards As was mentioned above, although the journey has taken longer than we have anticipated, our goal is to fulfill our obligations to deliver rewards to all our backers Thank you again for your support, patience and understanding GrowlerWerks

Complaint: [redacted] I am rejecting this response because:they have chosen to not honor the kickstarter backers that paid year and half ago.and are instead filling orders for people that can currently order one,at a higher price.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 meSincerely, [redacted]

Dear Backer, First, thank you for your support as a KickStarter We understand your frustrations, but our goal remains as indicated in our KickStarter Updates to deliver ALL rewards to ALL our KickStarter backers Per the update, we are delivery uKeg 64's rewards and uKeg 128's monthly at a reduced pace Hopefully you are receiving our KickStarter Updates The last one was posted August 14, and can be found at https://www.kickstarter.com/projects/growlerwerks/the-ukegtm-pressurized-growler...⇄ As we have also documented since December 2015, we had some unexpected challenges and do to these challenges we had to make some tough decisions with ALL our backers in mind We do believe, the decisions we made, even though not embraced by every backer equally, it is the best path to ensure we deliver ALL rewards to ALL backers If we were to refund or deliver all uKegs 64's to all backers, we would be left with no means to fund and build uKeg for your fellow backers As you know, there are no guarantees a KickStarter funded project will be successful or product delivered It is our commitment to our backers to do everything we can to be both successful and fulfill ALL rewards We hope this best explains the situation and helps you better understand the reason we cannot provide a refund or why you may not have received your uKeg at this time All we can do is best explain our situation and thank for your initial support and patience We do cherish our KickStarters and hope to be successful and have a long term relationship with them Sincerely, GrowlerWerks

First, thank you for your support as a KickStarter We understand your frustrations, but our goal remains as indicated in our KickStarter Updates to deliver ALL rewards to ALL our KickStarter backers Per the update, we are delivery uKeg 64's rewards and uKeg 128's monthly at a reduced pace Hopefully you are receiving our KickStarter Updates The last one was posted August 14, and can be found at https://www.kickstarter.com/projects/growlerwerks/the-ukegtm-pressurized-growler...⇄ As we have also documented since December 2015, we had some unexpected challenges and do to these challenges we had to make some tough decisions with ALL our backers in mind We do believe, the decisions we made, even though not embraced by every backer equally, it is the best path to ensure we deliver ALL rewards to ALL backers If we were to refund or deliver all uKegs 64's to all backers, we would be left with no means to fund and build uKeg for your fellow backers As you know, there are no guarantees a KickStarter funded project will be successful or product delivered It is our commitment to our backers to do everything we can to be both successful and fulfill ALL rewards We hope this best explains the situation and helps you better understand the reason we cannot provide a refund or why you may not have received your uKeg at this time All we can do is best explain our situation and thank for your initial support and patience We do cherish our KickStarters and hope to be successful and have a long term relationship with them Sincerely, GrowlerWerks

Complaint: [redacted] I am rejecting this response because: We were given a targeted delivery date 1/after prior delays and growlerwerks "misplacing" our email and was very slow in responding after they "found" itThis put fulfillment of our reward behind by no fault of oursgrowlerwerks has made no good faith effort to rectify this I would like as stated before 1.Fulfillment and delivery of the backer reward as stated A written apology from growlerwerks for the delay in delivery and shoddy business practices 2.a Slow/Bad customer support 2.b misleading/shipping info and dates We have not asked for a refundWe do not understand why this would even be in the reply unless this is just a form email Lastly this company is selling to costumers and not making good on promised/ Stated fulfillment dates.Sincerely, [redacted]

Hey [redacted] , First, thank you to your mother and you for your support as a KickStarter backer We understand delivering uKeg's to our backers has taken much longer than we originally planned Hopefully your mother has been receiving the KickStarter Updates we have been sending our Kickstarter backers Sometimes individual computer email filters can send these updates to SPAM etc The last one posted on July and we are due to do another one shortly If you have not been receiving them, I have included a link below These updates provide our KickStarter backers the latest information We do agree that developing the uKeg took much longer than we originally planned But as many folks who start new projects will tell you, the delays we have experienced are not uncommon for a stacompany The project turned out to be much more difficult product to make than we expected, mainly due to the fact that there was far more invention in the build process than we or our factories originally anticipated Please review the update and it will give you information on how we are fulfilling rewards The updates provide all the information we have to date Your reward will be fulfilled Your mother should have a Backer# assigned to her which can be found on her KickStarter Account (this would be through KickStarter, not GrowlerWerks online) I have included how to find your KickStarter number below as well Our goal is to deliver all uKegs to all our backers, we have delivered thousands already and will continue fulfilling uKegs throughout the year We do appreciate your support and patience Link to KS update: https://www.kickstarter.com/projects/growlerwerks/the-ukegtm-pressurized-growler...⇄ How to Find your Backer Number: The steps are below: • Click your profile at the top of the right side of screen • Click on “Backer Projects” • From the list that appears, scroll until you locate the specific KS project you want • Click the “+” button with the blue circle to the see the specific information • Scroll to the bottom of page to locate your backer number The KickStarter platform provides guidelines to projects participating on KickStarter and to potential backers and the relationship between backers, pledges and rewards As was mentioned above, it is our goal to fulfill our obligations to deliver rewards to all our backers Thank you again for your support, patience and understanding GrowlerWerks The KickStarter platform provides guidelines to projects participating on KickStarter and to potential backers and the relationship between backers, pledges and rewards As was mentioned above, it is our goal to fulfill our obligations to deliver rewards to all our backers The KickStarter platform provides guidelines to projects participating on KickStarter and to potential backers and the relationship between backers, pledges and rewards As was mentioned above, it is our goal to fulfill our obligations to deliver rewards to all our backers

Dear Backer, First, thank you for your support as a KickStarter We understand your frustrations, but our goal remains as indicated in our KickStarter Update to deliver ALL rewards to ALL our KickStarter backersAnd that is what were are doing, we are delivery uKeg 64's rewards and uKeg 128's monthly at a reduced pace As we have also documented since December 2015, we had some unexpected challenges and do to these challenges we had to make some tough decisions with ALL our backers in mind We do believe, the decisions we made, even though not embraced by every backer equally, is the best path to ensure we deliver ALL rewards to ALL backers If we were to refund or deliver all uKegs 64's to all backers, we would be left with no means to fund and build uKeg for your fellow backers As you know, there are no guarantees a KickStarter funded project will be successful or product delivered It is our commitment to our backers to do everything we can to be both successful and fulfill ALL rewards We hope this best explains the situation and helps you better understand the reason we cannot provide a refund or why you may not have received your uKeg at this time All we can do is best explain our situation and thank for your initial support and patience We do cherish our KickStarters and hope to be successful and have a long term relationship with them Sincerely, GrowlerWerks

From: [redacted] Sent: Friday, February 03, 12:PMSubject: Complaint # [redacted] Thank you for your response on my complaint ( [redacted] )against GrowlerWerks LLC of Portland, OR.I am assuming GrowlerWerks contacted me as a result of Revdex.com complaint you submitted to them yesterday.They tried to make it appear like they were responding to one of my previous inquiries about shipment of my Ukeg 128.---- On Sun, Jan 05:05:- [redacted] @gmail.com wrote ---- GWAny idea when I might see my Ukeg 128?After attending the GABF in Denver and visiting your booth, I was told that the Ukeg128's would be shipped very soon....that was October.I had really hoped to have my Ukeg for a Christmas surprise at our family celebration...but that was not to be.Still waiting with great anticipation!Thanks and hope to hear from you soon[redacted] Backer #***Here is the only bit of information in their response."...Most uKeg rewards will be fulfilled over the course of 2017."I am not pleased to say the least.What can be done now to get there attention?Thank you for your assistance[redacted]

Dear [redacted] , We agreeAll those avenues have been pursued, continued to be pursed and we are doing everything to ensure the success of fulfilling uKeg rewards for ALL our backers Our goal is to not just fulfill a handful of rewards, or just fulfill backers who pledged for uKeg 64, but to fulfill ALL rewards for ALL our backers That includes over backers who ordered uKeg 128's Because of the production challenges we faced as a staand some other unexpected challenges, we have had to make a tough decision to sell more product at retail to partially fund the project Because we are partially funding the project through retail partners, the more successful we are at retail, then the more rewards we will be able to fulfill for backers The other alternative would have been to deliver a partial amount of uKegs to backers and then have production end do to lack funding and then would have left the remaining portion of backers unfulfilled We did not want that to happen We understand the frustration of some of our backers, but I can ensure you, all avenues are being pursued For us, this is about the plus backers We are asking some of our backers to be a little more patient for a while longer with receiving their pledge, so we can ensure we produce and fulfill uKegs to ALL our backers All our backers are appreciated and will be for as long as we are creating product GrowlerWerks

Dear GrowlerWerks Customer, We apologize for any inconvenience due to our production delays. Our uKeg 64 copper plated uKegs just startered arriving in May 2016. I did find your order and you have uKeg 64 Copper plated, a bag and Co2 on order. We are currently fulfilling back... orders in our system and are continuing to do that through June and July. We have more uKeg 64 copper plated arriving in July which allow us to fulfill all remaining Online back orders. Worse case scenario your order will be filled in the second batch by mid July, but it also may be filled sooner and in the next week or two. It is hard for my to know how many orders are ahead of yours that have uKeg 64 copper plated on their orders. To provide some clarity regarding retail, the product we are placing at retail are uKeg 64 stainless steel, not copper plated, as in your order. The only exception was 48 units of copper plated, that were delivered to accounts that book as far back a Fall and Holiday of 2015 and were recently delivered in May. I wish I could give you a more precise delivery date, but to be clear, we are fulfilling uKeg 64 copper plated backorders at this time. I hope this helps with any of your questions. GrowlerWerk's Customer Service

Hi, I am Shawn H***, one of founders of GrolwerWerksWe ran a Kickstartercampaign to crowdfund a project to bring a new, never before made product to the market We have been working diligently since our project was funded on Dec 7, however, we experienced unexpected production delays Developing the manufacturing process with our contract factories and suppliers took much longer than we expected or planned As we proceeded, we also discovered quality problems that needed to be resolved to produce working products Unfortunately, this resulted in delays from the original schedule we presented during our campaign Schedule delays are an unforeseen risk and challenge, and we explained this was a possibility during our Kickstartercampaign We wanted to stick to our originalschedule and we've worked with that goal in mind, but, as we have learned, production of a new product can take much longer than planned We apologize this timeline has exceeded our original goal We realize that many backers are as frustrated as we have been with the delays We remain committed to delivering the rewards that our backers selected when they pledged, and honoring Kickstarter's terms and conditions (https://www.kickstarter.com/terms-of-use) We have striven to keep our backers updated with updates on progress and production status every four to six weeks We are currently delivering rewards to the backers of our campaign We are not currently offering refunds of pledges because we are still in the process of delivering rewards Providing refunds would reduce the available funding for the project, and thus could undermine the success of the overall project for the other backers who pledgedUpon request, we are offering backers the ability to change their rewards selection to rewards of similar value to receive them sooner (example uKeg from uKeg 128) We appreciate your understanding as we remain committed and we are working diligently If you have questions about the status of your rewards you can always contact us by email at [email protected] and we'll respond as quickly as we can Our current response time is about 2-days Regards, Shawn

Dear [redacted] , Our goal remains to deliver all rewards to all our KickStarters We agree we have had some unexpected challenges and because of that, we have had to make some tough decisions We do believe, the decisions we have made, even though not embraced by every backer equally, is the best path to ensure we deliver ALL rewards to ALL backers To give refunds would undermine the success and funding of the project for All backers We do apologize if we have not gotten back to you individually about a refund request It it is not uncommon that we provide policy updates to all our backers though our KickStarter updates The policy of no refunds for pledges on rewards is something we have communicated consistently over the past months Our goal is to have a long term relationship with our backers and be able to get this challenge behind us That is the commitment we made when we decided to participate as a project on KickStarter At that time and still today, there is no guarantee of the success our project or any KS project But our goal is to make it succeed We just posted a new KS update today, July 11, In regards to your specific pledge and rewards, the uKeg 128, that product has not delivered to the marketplace yet commercially We have delivered the uKeg to both backers and the commercial market place as we have explained in the updates The uKeg commercially will be sold in the market at a MSRP of $ This varies differently from the pledge of a KickStarter for this same reward We hope we are successful in the direction that we have taken, so we can begin delivering uKeg and uKeg to ALL our backers All we can do, is best explain our situation and thank for your initial support and patience We do cherish our KickStarters and hope to be successful and have a long term relationship with them Sincerely, GrowlerWerks

I believe our KickStarter Update explained it best The lawsuit has put some stress on the company, but we believe it is something we can overcome by placing more uKeg product in the marketplace through our retail channel to improve our financial situation while we go through this challenge The results of the patent complaint is an unknown, but we don't believe it will keep us from producing uKeg 128's We do believe the path we outlined will result in our goal of providing uKeg rewards to our backersIt will just take longer than we originally hoped for We have offered KickStarters backers in the past that did not want to wait for their uKeg reward an option of replacing their reward with a uKeg reward or combination that would equal their pledgeIf this is something that you which to consider, then please go to our "Contact US" link and make that request and someone will get back to you or reply and I will put someone in contact with you http://www.growlerwerks.com/pages/contact Thank you again for your patience and understanding GrowlerWerks

[redacted] , Once again, we are sorry for your frustration. Our goal remains to deliver all rewards to all our KickStarters. We agree we have some unexpected challenges and have had to make some tough decisions because of those challenges. We do believe, the decisions we have made, even though not embraced by every backer equally, is the best path to ensure we deliver ALL rewards to ALL backers. Our goal is to have a long term relationship with our backers and be able to get this challenge behind us. That is the commitment we made when we decided to participate as a project on KickStarter. Their was no guarantee of success for the project. As a team we wish we had other options at this time, but we simply don't and in order to ensure success in producing and delivery rewards for ALL our backers we have chosen the direction explained in the KickStarter update. We hope we are successful in the direction that we have taken, so we can begin delivering uKeg 64 and uKeg 128 to ALL our backers. All we can do, is best explain our situation and thank for your initial support and patience. We do cherish our KickStarters and hope to be successful and have a long term relationship with them. Sincerely, GrowlerWerks

I received shipment of the Growler from GrowlerWerks, and therefore I guess you can close this complaint out

Dear Backer,
First, thank you for support as a KickStarter backer
We do agree that developing the uKeg took much longer than we originally planned But as many folks who start new projects will tell you, the delays we have experienced are not uncommon for a
stacompany The project turned out to be much more difficult product to make than we expected, mainly due to the fact that there was far more invention in the build process than we or our factories originally anticipated
Our goal is to deliver all uKegs to all our backers and we are doing everything possible to ensure that happensAs the April KickStarter updated outlined, we have had an unexpected challenge, this time unrelated to production that is causing us to slow fulfilling rewards for our backers We do believe, the decisions we have made, even though not embraced by every backer equally, is the best path to ensure we deliver ALL rewards to ALL backers To deliver all uKeg 64's, would mean no backer who ordered uKeg 128's (50% of our backers) would receive their product since there would be no cash to develop or produce themWe do not want that to happen either.
Our other goal is to have a long term relationship with our backers and be able to get this challenge behind us That is the commitment we made when we decided to participate as a project on KickStarter There was no guarantee of success for the project As a team we wish we had other options at this time, but we simply don't and in order to ensure success in producing and delivery rewards for ALL our backers we have chosen the direction explained in the KickStarter update
The KickStarter platform provides guidelines to projects participating on KickStarter and to potential backers and the relationship between backers, pledges and rewards As was mentioned above, it is our goal to fulfill our obligations to deliver rewards to all our backers which supports the agreement of KickStarter
Sincerely,
GrowlerWerks

Complaint: ***I am rejecting this response because: I emailed Growlerwerks through Kickstarter on October 15, proposing the idea of a a switch from a ukeg to the smaller model to receive it soonerNever received a reply to either messages through the Kickstarter serviceI would have been delighted to have received a smaller model as long as I received everything that I had paid for (which included the t-shirt, the glasses, the custom carrying tote and the custom tap handle)Frustrated, I sent a follmessage through the internal Kickstarter messaging service on December 2015, then asking for a refund due to the lack of response from my Kickstarter and the lack of transparency regarding fulfilling retail contracts and though they knew about them since 2014, not alerting their backers until December 11, I sent an email from my personal email account on December 13th to which I got the same reply that Mr H*** posted, except by Lauren S***, their customer relations and wife of founder Brian S*** on December 14th, to which I replied that same day with the Kickstarter terms of service:
When you back a project on Kickstarter you enter into an agreement with the project creator as described in our Terms of UseThis agreement requires creators to fulfill all rewards of their project or refund any backer whose reward they do not or cannot fulfillWe hope that backers will consider using this provision only in cases where they feel that a creator has not made a good faith effort to complete the project and fulfill
I do not feel that Growlerwerks has made a good faith effort to complete the project in full and to provide backers with full disclosureIn fact, Growlerwerks is now seeking new capital from other sources, which they have not disclosed to their backers through the Kickstarter website and has never disclosed their financial breakdown, which is also a tenant of the Kickstarter Terms of Service of which Mr H*** feels that he is standing behind with his "Creator Accountability." In fact his company is actively skirting all liability of which they are being held to and at this point, the backers that have funded into his company with promises of copper plated ukegs and larger capacity at this point, may never receive them, having pushed the release date already a year out with no true timeline or company accounting for the funders or backers to see.
Sincerely,*** ***

Hey ***,
We apologize for the delay in getting you the uKeg copper plated you orderedAt the end of April 2016, we sent all our customers who have backordered product an update on delivery Hopefully you received that update I also reviewed our CS notes and
our CS team was last in touch with you on May 20th, In that communication they confirmed the address changes your requested were made and that the ukeg copper platted was back ordered until the end of MayUnfortunately our May shipment of uKeg copper plated did not cover all our back orders The good news, this past Friday we received our new shipment of uKeg 64' copper plated and your order should be filled in the next week to two weeks as we get orders out the door.
Look for a communication email or a UPS tracking notification letting you know when to expect your uKeg copper plated. Please contact customer service if you have any additional questions Thank you again for your patience.
GrowlerWerks

Dear KickStarter,
Our goal is to deliver ALL uKegs to ALL our backers and we are doing everything possible to ensure that happensAs the April KickStarter updated outlined, we have had an unexpected challenge, this time unrelated to production that is causing us to slow fulfilling rewards for our backers We do appreciate your support and patience.
Although you may not agree with this decision, it is the best decision to ensure we deliver ALL rewards
GrowlerWerks Customer Service