Kickstarter, Inc.

Hello,
As previously explained, Kickstarter is a platform where one party, the Creator, runs a campaign to raise money from other parties, the Backers, to fund a creative project. The filmmakers, musicians, artists, and designers on Kickstarter have complete control over and responsibility for their projects: we’re not involved in the development of the projects themselves.
When users back a project, they enter into an agreement with the project creator, as described in our terms of use ([redacted]). This agreement establishes a legal requirement for creators to follow through on their projects, and gives backers a recourse if they don't.
While Kickstarter is the platform for this agreement, we are not a part of it. Kickstarter itself cannot force the creator to fulfill rewards, offer refunds, or communicate with backers (though we encourage them to do so). Kickstarter cannot issue refunds, as transactions are between backers and the project creator.
We encourage this backer to contact the creator about her issue by clicking the "Contact me" link in the profile pane of the project page.
Regards,
Kickstarter

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[  Kickstartered had featured this project and is still on their list. It was one of their Staff Picks. Kickstarter endorsed the project, that is why we felt comfortable backing it.We feel that we were misled by Kickstarter, not only was/is delayed, it has also been modified several times.  We opted out of the project and have still not been refunded.Kickstarter is quick to take our money but are not there to protect customers that are making the system run.  Don't bite the hand that feeds you, we are very disappointed and feel betrayed.  ]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I completely understand [redacted] is different in some respects, but don't agree that they are completely different.  You both are platforms that connect two parties to a transaction.  What you do, that is beyond what [redacted] does, is that you are actually processing the payment for the transaction.  Your company name is on my bank statement.  By involving yourself at that level, you are an integral piece in a consumer facing transaction, like it or not.  If you had simply allowed the two parties to enter into a transaction exclusively, like [redacted] or [redacted] does, you'd likely have more ground to stand on with taking a hands-off approach.  Your company is collecting the funds, based on your name listed in conjunction with the charge, so you are just as accountable, if not more.You are welcome to continue replying with links or verbiage associated with your ToS, but it's irrelevant.  I'm not a lawyer and not planning to sue you.  I've already processed my chargeback and have no doubt my funds will be returned.  More important for you is to understand there is a major flaw in your business, at the customer experience level.  Now that I have researched this particular issue and have found many many complaints online that are inline with my own, I am confident I won't use your site ever again.It's just unfortunate that you continue to reinforce your stance, when you really should be actively engaging someone that is providing you with critical feedback that if properly received and acted on, would likely change the level of satisfaction with your operation.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hello,
This user was notified that a number of his actions violated several of our Community Guidelines. He was suspended from the Kickstarter service after refusing to comply with our remedial instructions. 
The Kickstarter community is one based on trust,...

consideration, and respect; unfortunately, some users violate these core tenets, and we are forced to suspend their use of the service. As has been communicated to [redacted] privately, a demonstration that the user will respect these values may result in restoration of his account. 
Regards,
Kickstarter

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

This project in question is Under the Dog. After several months of silence once it was funded, they suddenly changed creators as is evident by the current creator having joined months after the project was funded.Yes, the contract was with the previous creator though but technically, not the current one.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID#[redacted] and have determined that my complaint has NOT been resolved because:

It has been over 2 years and in that time the creator in question has been pretty bad about communicating, only doing so when someone complains. (About every six months or so) When me and other people who contributed brought that fact up he got extremely defensive and rude and stated that he isn't comfortable with social media so that is the reason why he doesn't communicate.  So what do you suggest I do when the communication is so one sided??  I no longer want this cd, I really regret contributing anything at all because I know nothing will come of this. My biggest complaint about all this is the fact that you, (Kickstarter) is content with sitting idly by and doing nothing while people have been screwed out of their hard earned money. Like I have been saying before you NEED to get more involved. Otherwise anyone could start a project, collect money and not do anything more. You've laid down the welcome mat to fraud. As far as I'm concerned I've been cheated and you don't care about that, you got your money out of the deal. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

With all due respect, I wrote Kickstarter about these solicitations and got the response from the Alex H[redacted] who stated that he was from Kickstarter.  I never got a response from the company. I prepared the project proposal as directed. There is some disconnect here.  Your agency is not clear about this.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hello,
Kickstarter is a platform where one party, the Creator, runs a campaign to raise money from other parties, the Backers, to fund a creative project. We’re a home for everything from films, games, and music to art, design, and technology.
The filmmakers,...

musicians, artists, and designers on Kickstarter have complete control over and responsibility for their projects. Project creators offer rewards to thank backers for their support. Kickstarter is a platform and a resource. We’re not involved in the development of the projects themselves, do not receive backers' funds, and don't offer refunds. We would urge this backer to contact the project creator to ask about the progress of the project.
Regards,
Kickstarter

Hi there,
Kickstarter's Terms of Use outline the responsibilities of backers and creators. This information can serve as a basis for legal recourse if a creator doesn't fulfill their promises. We hope that backers will consider that option only in cases where they believe that a creator has not made a good faith effort to complete the project and fulfill. If you believe legal action is appropriate here, please talk to an attorney about how to proceed.
Best,
Kickstarter Support

Hello,
As is stated in our Terms of Use and in the site FAQ, Kickstarter does not offer refunds. We encourage backers to make every effort to resolve these types of disputes with the project creator and, if necessary, to seek further recourse based on the obligations laid out in the Terms of Use.
Regards,
Kickstarter

Hello,We're very sorry to hear about this user's negative experience with the project. Here at Kickstarter HQ, we expect creators to fulfill rewards, offer refunds if they’re unable to complete their project, and communicate with backers at every step along the way. Here, it appears...

that the amount the complainant pledged to the project creator was returned by the credit card company. Unfortunately, we do not have anything to do with any additional payments made between backers and creators off of the Kickstarter platform.While Kickstarter is the platform for projects and for the agreement formed between backers and creators when a project is backed, we are not a part of that agreement. We do not investigate a project creator’s ability to complete their project, nor do we facilitate refunds or the fulfillment of rewards. While in most cases you’ll find that rewards are delivered as promised, it’s also important to realize that some projects might not fulfill as planned.We hope this information is helpful.Regards,Kickstarter

Here at Kickstarter HQ, we expect creators to fulfill rewards, offer refunds if they’re unable to complete their project, and communicate with backers at every step along the way. While Kickstarter is the platform for the agreement between backers and creators, we are not a part of it. We do not...

investigate a project creator’s ability to complete their project, nor do we facilitate refunds or the fulfillment of rewards. While in most cases you’ll find that rewards are delivered as promised, it’s also important to realize that some projects might not fulfill as planned.When you back a project on Kickstarter you enter into an agreement with the project creator, as described in our Terms of Use: [redacted]These terms outline the responsibilities of backers and creators. This information can serve as a basis for legal recourse if a creator doesn't fulfill their promises. We 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.We hope this information is helpful.Regards,Kickstarter

Hi there,
Sorry for the confusion. I see that this backer initially pledged $109 to this project in July. However, she then adjusted the pledge to $30 in September. It sounds like the backer tried to add an additional $30 to her pledge.
Unfortunately, at this point, it's not possible...

to change the pledge/reward selection on Kickstarter. I would encourage her to continue to reach out to the creator to try to work something out off-site.Best,
[redacted]

This letter is in response to the complaint submitted by [redacted] on...

10/*/2014, case # [redacted]. We hope it helps you and Ira understand how Kickstarter works. Kickstarter is a platform where one party, the Creator, runs a campaign to raise money from other parties, the Backers, to fund a creative project. We’re a home for everything from films, games, and music to art, design, and technology. The filmmakers, musicians, artists, and designers on Kickstarter have complete control over and responsibility for their projects. Project creators offer rewards to thank backers for their support. Kickstarter is a platform and a resource. We’re not involved in the development of the projects themselves, do not receive backers' funds, and don't offer refunds. When users back a project, they enter into an agreement with the project creator, as described in our terms of use  This agreement establishes a legal requirement for creators to follow through on their projects, and gives backers a recourse if they don't.  While Kickstarter is the platform for this agreement, we are not a part of it. Kickstarter itself cannot force the creator to fulfill rewards, offer refunds, or communicate with backers (though we encourage them to do so). In this case, we cannot force the creator to fulfill the reward that the backer has specified.  We encourage this backer to contact the creator about her issue by clicking the "Contact me" link in the profile pane of the project page.  Regards, Kickstarter

Hi there,
Projects that launch on Kickstarter are often very early in the development process. This gives backers an opportunity to be a part of the creative process from the beginning. It also makes backing a project on Kickstarter very different from purchasing an item in a...

store.When you back a project on Kickstarter you enter into an agreement with the project creator, as described in our Terms of Use: [redacted]. Kickstarter is not part of this agreement.
 
For more information about backing a project on Kickstarter, see our Trust page: https://www.kickstarter.com/trust
 
Best,
Kickstarter Support

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

No such information was provided as to exactly why my project was denied. I have asked more then once and when I asked for a specific reason why I was told that couldn't be disclosed and I was banned from starting new projects. I asked for a phone call and have received nothing from Kickstarter to discuss why my project was denied and why I was banned.  They provide no customer service phone number but take money I dont see how that is legal. 
Again kickstarters did not answer my complaint and is for some unkown reason hiding the reason why my project was denied when there are other projects of the same layout running on their site. 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hi there,
Thanks for reaching out about this. We're sorry to hear that backing this project has been an underwhelming experience, and that you’re dissatisfied with the reward you received.
We do our best to maintain an ecosystem that gives...

project creators the support and freedom necessary to bring their creative ideas to life. This often means that when projects launch on Kickstarter they’re still in the early stages of development. We expect creators to make every effort to complete the project as promised. We apologize that in this case, the finished product was ultimately different than what you had wished for.As a backer of the project, you played an important role in its development. In this specific case, we recommend continuing to reach out to this creator regarding your refund request and with input regarding the reward you received. Receiving constructive feedback such as yours may help them to resolve your issue, or even improve their process or communication down the road. As funds are disbursed directly to the project creator, we're unable to facilitate refunds. That said, we hope that this matter is resolved soon and we are here to help if you have any other questions or concerns.
Best,
Kickstarter

Hi there,We're sorry to hear that this backer has had a disappointing experience on Kickstarter. Project Creators are bound by our Terms, [redacted], which state that a creator should fulfill rewards to backers, or refund backers whose rewards...

they cannot fulfill. That said, the timeline of these actions is up to the creator to communicate. We do see that delays sometimes occur in bringing creative projects to fruition -- as long as a creator remains communicative about their progress, we do not find them to be in poor standing on our platform. Though the project has exceeded the creator's estimated delivery date, this feature only serves as a guideline for backers for when to expect to receive their reward. It is not a guarantee. It looks like this project creator most recently posted an update on December **, 2014, about his project's progress, and announced a ship date. He is being active in the comments responding to backers' concerns. His project is slowly coming to completion and we are happy to see that he was able to work through his creative process to success.I also see that we last corresponded with this backer on January *, 2015. In this correspondence it appears that the creator did get in touch with the backer and offered to refund her at the same time this project fulfills rewards. To this end we see that the creator is trying to work out a resolution with this backer and hope that they can be understanding in this process. Apologies for any inconvenience this may cause in waiting for a refund, however it is up to the creator to communicate a timeline they can offer refunds, as long as they are communicating openly and often about this.Best,Kickstarter

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

They did not send me a proper response nor did they answer my question on the reason why my project was not approved. Their response was that they could not explain why my project was denied so the response they sent to you is an outright lie. They also banned me from starting new projects for asking for a specific reason why my project was not accepted. I broke no rules only appealed the project and then cited other projects that are like mine and are approved and running currently on kickstarter.
Their response to me:
[redacted]
And their previous message:
[redacted]
My project violates no rules and is within the same guidlines as other projects currently running on their site. Again I would like an exact reason why my project was denied and why I was banned from starting new projects for asking why my project was denied.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Nonsense. You happily accept a fee for the transaction yet you accept no responsibility when things go wrong? That is not how things work. Even [redacted] will step in to make things right when you buy things through a 3rd party using their system. This is not a 'you break it you bought it' situation. All I asked at the beginning was for you to get your project creator to make good. Since they have refused and since the money was processed by you, you have some responsibility. Simply own up to that. Be a good corporate citizen.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]