GrowlerWerks LLC

Dear ***,
First, thank you for support as a KickStarter backer
Hopefully you are receiving the KickStarter Updates we have been providing, the latest was on April 19th Please let me know if that is not the case 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 some unexpected challenge, unrelated to production, that is causing us to slow fulfilling rewards for our backers We do appreciate your support and patience.
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
To confirm, we show you as backer #*** I have included some additional information from the KS Update below.
Thank you again for your support, patience and understanding
GrowlerWerks
From KS Update posted April 19th ***
When will the next update be posted?
Going forward, we will be providing Kickstarter updates on a monthly basis We will include more information about the uKeg in our next update
When will my rewards be delivered?
We’ll be slowly fulfilling KS rewards until the patent issue is resolved and our cash position improvesAt this point, we don’t know exactly when that will be Because of this, we can’t say exactly when your rewards will arrive
GrowlerWerks

Complaint: ***I am rejecting this response due to product not being received when it is available in the store down the streetI will be filing credit card fraud since no resolution can be met and I do not have a ship date or confirmation after months.Sincerely,*** ***

Complaint: ***I am rejecting this response because: You are in the middle of a patent lawsuitIf you lose, the growlers will never make it into full productionYou are now using the kickstarter funds to dig yourself out of this hole
I will be filing a suit agains Growler Werks in Small Claims court today.
Sincerely,*** ***

Dear ***,
I believe one of our customer team members sent you an email yesterday responding to your most recent CS inquiry dated June 24, Per your request, our customer service team member cancel your order and is starting the refund process I have attached her at the bottom of
this email
We are sorry for the production delays that occurred with the uKeg stainless steel your ordered and getting that product to market Our last updated to customers with back ordered of uKeg 128's was sent to the emails we have on file the of April In that update, we shared that we were getting close to final production of the uKeg 128' stainless steel being producedFinal production and should hit the markeplace in August and September
I believe you expressed some concern the uKeg was already in the marketplace For clarification, the product you saw at retail was not the uKeg you have on order It was the uKeg stainless steel The uKeg is a smaller version of the product you ordered and the first product to come out of production
I hope this information and the information customer service provided answers any of your questionsSorry again for the delays in getting your item to market and not solving this request in a quicker manner
GrowlerWerks
*** from CS dated June
Hi ***,
Thank you for reaching outI apologize for the delay in response as we have received a large number of emails recently and the team is working hard to respondMy sincerest apologies for your frustrations regarding our shipping timelines and customer service responsesWe recently expanded our team to increase our response time and customer satisfactionI am sorry you did not have the positive experience we strive forI have cancelled your order in our system, please look for an email confirming this cancelation and full refundNote, it may take a few business days for funds to credit your accountWe greatly appreciate your interest in the uKeg and hope to send you one in the future.
Cheers
Laurie,
Customer Relations
Laurie Ridgeway< [email protected] > Jun 09:AM ( responded in hours )
To : dempsey***@hotmail.com
Cc : [email protected]
Hi ***,
Thank you for reaching outI apologize for the delay in response as we have received a large number of emails recently and the team is working hard to respondMy sincerest apologies for your frustrations regarding our shipping timelines and customer service responsesWe recently expanded our team to increase our response time and customer satisfactionI am sorry you did not have the positive experience we strive forI have cancelled your order in our system, please look for an email confirming this cancelation and full refundNote, it may take a few business days for funds to credit your accountWe greatly appreciate your interest in the uKeg and hope to send you one in the future.
Cheers!
Laurie,
Customer Relations

Complaint: ***I am rejecting this response because:
This is the same response that I have received over the past six months Excuse, excuse, excuse, and then "we should get it to your next month or maybe earlier" I will post yet again one month from now that my skepticism was true and I will have yet another excuse for a delay
I find it incredulous that a business does not know how many orders are before or after mine, leading to my conclusion that fulfillment is a farce.Sincerely,*** ***

Dear ***,
We apologize for the long delay in getting these products to the market and not getting back to you in more of a consistent basis We have put some systems in place to improve our response times to your questions and to better serve you, but we know we still need to work
harder to serve our customers We recently provided an update to our online customers on April 29th, Hopefully you received it (sometimes they get stuck in email filters), if not I have copied a portion of it below
In regards to your order of uKeg copper plated, as the update stated, we have just received our uKeg copper plated in the warehouse and your order Ris actually days from being fulfilled We are shipping the first batch of uKeg copper plated out the rest of this week and all of next week Per the update below, your order is planned to be fulfilled in this first batch
Our production delays are slowly being put behind us, and our goal is to get back to customers as soon in much more timely matter Once again we apologize for delays and understand you have been waiting patiently for a long time The good news, we now have the uKeg copper plated in stock now, and can deliver your uKeg and fulfill your order R
Let me know if you have any additional questions
GrowlerWerks
*** From GW Update: Posted April 29th
We appreciate your patience as we’ve been working hard to build and ship your uKeg orders. We wanted to update you on uKeg production and shipping:
We have shipped almost all uKeg Stainless Steel pre-orders We expect to ship uKeg Copper units in May and June The world’s first uKeg 128’s are production ready Please find more details below:
uKeg Pre-Orders
We have shipped stainless steel uKeg pressurized growlers to our pre-order customers for all orders received prior to January 2016. If you pre-ordered a stainless steel uKeg prior to that date, and you have not received it, please contact us via our Contact Page with your order number: www.growlerwerks.com/pages/contact
uKeg Copper
Our current shipment of the first copper-plated uKeg is expected to arrive by the end of April. In the month of May, we will be shipping copper-plated units to all customers who placed orders prior to December 2015. For orders that were placed during or after Dec’15, we expect to ship your copper-plated uKeg in June

Complaint: ***I am rejecting this response because:
The last response is simply a reiteration of the reiteration.
I wish to cancel my order and I request a full refund of $
Sincerely,*** ***

Dear *** & ***
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 that were explained in our past KickStarter updates, 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 There was no guarantee of success for the project or to any KS 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 recently just posted an new KS update today, July 11th
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

Complaint: ***I am rejecting this response because:
Thank you for the offer to replace the original 128oz copper plated growler with a stainless 64ozThis would be acceptable if they were comparable items but according to your website the copper plated larger growler costs nearly double the smaller stainless steel oneIf either growlers or additional items to compensate for the difference in price could be exchanged, the response would be acceptable.
Sincerely,*** ***

Complaint: ***I am rejecting this response because: at this point a year and half after they accepted my money and not receiving anything in return ,any excuse they have is not acceptableso if you need to close this complaint do soanything they say wont change the factsi'll be satisfied when I receive what I paid for.Sincerely,*** ***

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, 2016 and can be found at https://www.kickstarter.com/projects/growlerwerks/the-ukegtm-pressurized-gro...⇄ />  
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 128 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

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 11 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 start-up company.  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-growl...⇄ />  
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 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, 2016 and can be found at https://www.kickstarter.com/projects/growlerwerks/the-ukegtm-pressurized-gro...⇄ />  
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 128 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 1/2016 after prior delays and growlerwerks "misplacing" our email and was very slow in responding after they "found" it. This put fulfillment of our reward behind by no fault of ours. growlerwerks 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. 
 
2. A written apology from growlerwerks for the delay in delivery and shoddy business practices.
2.a Slow/Bad  customer support
2.b misleading/False shipping info and dates.
 
We have not asked for a refund. We 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]

From: [redacted] Sent: Friday, February 03, 2017 12:16 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, 8 Jan 2017 05:05:02 -0800 [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 #[redacted]Here is the only bit of information in their response."...Most uKeg 128 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 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 backers. And 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 128 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

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 64 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 128 rewards to our backers. It 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 128 reward an option of replacing their reward with a uKeg 64 reward or combination that would equal their pledge. If 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

The product referred to is part of a KickStarter campaign and is associated with a pledge the backer made for a specific reward.  We have experienced various delays bringing this innovative product to our backers.  Despite these delays, it is still our goal to produce and deliver the...

reward to our backers.  We have recently provided an update to our KickStarter page to the status of the development the products.   Thank you.

Complaint: [redacted]I am rejecting this response because:
Telling me I'm not going to get my product in a reasonable time frame after several dozen other notifications of delays is not justification for not issuing a refund.
I no longer want to be affiliated with this company and I no longer need their product that I ordered in December of 2014. 
Sincerely,
[redacted]

Per our KickStarter updates, we have kept our backers up to date through out the various stages of development and like any new start we have experienced challenges and delays.  As we described in the recent KickStarter update, the decisions we are making are not desired, but they are the best...

way forward to ultimately fulfill all rewards for our backers who pledged through KickStarter.  We are currently fulfilling uKeg 64 KickStarters rewards, but at a slower rate and will continue to fulfill and deliver our rewards over time.  We do appreciate all the patience and support of our KS Backers, but our goal still remains to fulfill all Kickstarter rewards.  
GrowlerWerks