ComplaintsforRemaker Labs, Inc
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Complaint Details
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Initial Complaint
04/01/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I pre-ordered a product from Remaker Labs through Kickstarter for $49 + $15 shipping, and they have been stringing me along since June 2020 with promises they have not kept. Originally, the estimated delivery date was October 2020. They have since changed the design of the product, and have had various excuses for the delays. I have not received my product yet, and it is now available in stock at retailers like https://www.freepeople.com/fpmovement/shop/hitch-water-bottle/ with free shipping. I was just contacted to pay an extra $19 shipping, 17 months after the original estimated delivery time. Remaker Labs stated that I can either pay the extra $19 to get my product, or I will not receive the bottle and will not be given a refund. Paying $34 to ship a pre-ordered $49 product is outrageous, especially when it is already in stock at retailers for $69 with free shipping. They are refusing to offer a refund, and have not responded to my messages.Business response
04/14/2022
Hello, unfortunately, we have been subject to the struggles that many backer campaigns and small businesses, in general, have been subject to. We actively ship orders and schedule shipments daily for those still in mass production. Throughout our process, we've been fully transparent about delays and additional costs associated with what's going on in the world today.
Regarding shipping, we are working tirelessly every day to analyze the global shipping markets and find the best rates and fastest times possibly available. Unfortunately, we're experiencing a period of extreme inflation and supply chain issues that have never been seen before. We actively combat that by monitoring the global landscape daily and communicating with international partners 24/7.
We do not have more than 1% of our backer volume available anywhere else, and you can read more regarding this through our backer updates. We remain committed to getting pledge bottles out in the order promised in our backer updates. We cannot refund pledges as we've already booked purchase orders and shipping for each specific pledge.
If you ever have questions, you're always welcome to check our backer updates or email our team if we missed something. Thank you for your continued patience and support; we're excited to see Hitch bottles going out!Customer response
04/14/2022
I am rejecting this response because: How is it logical to ask me to pay $83 for a product I can pick up at a retailer today for $69? I will not pay extra to ship a product I already paid for almost 2 years ago.
Please ship my product at the agreed price, or refund me so I can purchase it at a retailer.
Regards,
T**** ******
Initial Complaint
03/30/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Purchased two products in 9/2020. Estimated delivery was 11/2020. It is 3/30/2022 and no product has been received. I requested a refund from the business and was not responded to. Not able to charge back from bank as too much time has passed.Business response
03/31/2022
Hello, we're sorry to hear about your experience and will continue to be fully transparent. We've been working extremely hard to develop the perfect product and, unfortunately, have also been hit with the same delays that other businesses have over the past two years. As you know, production and shipping times and costs have skyrocketed these past couple of years, and we've been combatting that by tirelessly searching for the best avenues possible for both our customers and us. We've been sending out frequent updates, and we're in mass production, which means shipping group 1 is actively being completed and sent out as quickly as possible. We do not ship orders out of the order we initially committed to! If you have any further questions, you're always welcome to reach out to our team, and we will always respond timely with complete transparency. Please keep an eye out for your tracking number in the coming days. Thank you for your continued support; we're excited for Hitches to be in the wild this next month.Customer response
03/31/2022
Complaint: 16966465
I am rejecting this response because:
It is not a resolution. I would like a refund to my order. Waiting over 18 months for a product that I already paid for is too long. The response was canned and not appropriate to my complaint.
Regards,
A***** *******
Business response
04/14/2022
Hello, we are not able to refund any pledge because we have already booked purchase orders and shipping and pledge rewards are being sent and received as we speak. We are committed to getting your bottle to you and will remain fully transparent and available for questions.Customer response
04/17/2022
Complaint: 16966465
I am rejecting this response because:
Payment was made in September 2020 and estimated delivery was November 2020. No product has been received.
Regards,
A***** *******
Initial Complaint
03/28/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I backed a Kickstarter project with this company. It was funded and production has been going for almost two years. Now, they say that I will need to pay an additional amount outside of what was agreed upon, or I will not receive my product. IBusiness response
03/31/2022
Hello, we're sorry to hear about your experience and we're here to answer any questions you have. Unfortunately like many other companies, we have been hit with massive price increases and delays in production and shipping. We've combatted this by tirelessly researching the best and most cost effective options available, and we'll continue to be fully transparent. We came to those numbers after exhausting every possible option available. We also know that this has become a massive issue with backer campaigns across the board as these factors and rapid inflation have made it extremely hard for a small business to launch and survive. That being said, we are now in the midst of mass production and scheduling freight and shipping. We're excited to see our hard work come to fruition, and we're excited to get you your Hitch. If you have any questions, you can always reference our backer update or reach out to our team with further questions. You'll receive your tracking number via email shortly. Thank you again for your continued support!
Best,
Team Hitch
Customer response
03/31/2022
Complaint: 16951647
I am rejecting this response because:No solution is being suggested by the company here. They are demanding more money or refusing to fulfill their obligation to deliver the product that has already been paid for.
Regards,
T***** ********
Business response
04/14/2022
Hello, unfortunately, we have been subject to the struggles that many backer campaigns and small businesses, in general, have been subject to. We actively ship orders and schedule shipments daily for those still in mass production. Throughout our process, we've been fully transparent about delays and additional costs associated with what's going on in the world today.
Regarding shipping, we are working tirelessly every day to analyze the global shipping markets and find the best rates and fastest times possibly available. Unfortunately, we're experiencing a period of extreme inflation and supply chain issues that have never been seen before. We actively combat that by monitoring the global landscape daily and communicating with international partners 24/7.
We remain committed to getting pledge bottles out in the order promised in our backer updates. We cannot refund pledges as we've already booked purchase orders and shipping for each specific pledge.
If you ever have questions, you're always welcome to check our backer updates or email our team if we missed something. Thank you for your continued patience and support; we're excited to see Hitch bottles going out!Customer response
04/16/2022
Again, no resolution provided here. This company is demanding more money outside of the original agreement or refusing to meet their obligation. If you are unable to complete your project after it has been funded, Kickstarter requires proof that funds were used in a responsible manner. I requested a breakdown of dollar amounts on how money was spent on March 24, 2022 and have received no response. I also have communication showing that you knew you were short of money months prior and failed to be transparent about it until you offered your backers an ultimatum.Initial Complaint
03/23/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
-Backed an Indiegogo project on 12/1/2020 -Was notified 3/21/22 that I would be charged an additional shipping fee due prices increasing from 2020. -I am only being given the option of paying the additional shipping fee, or not paying the fee and my order NOT being refunded but the monies I paid (Including $15.00 shipping) being kept by Hitch/Remaker Labs. I would be out a total of $104.00 due to no fault of my own. -I either want a full refund, or the finished product as promised at no additional charge.Business response
04/14/2022
Hello, unfortunately, we have been subject to the struggles that many backer campaigns and small businesses, in general, have been subject to. We actively ship orders and schedule shipments daily for those still in mass production. Throughout our process, we've been fully transparent about delays and additional costs associated with what's going on in the world today.
Regarding shipping, we are working tirelessly every day to analyze the global shipping markets and find the best rates and fastest times possibly available. Unfortunately, we're experiencing a period of extreme inflation and supply chain issues that have never been seen before. We actively combat that by monitoring the global landscape daily and communicating with international partners 24/7.
We remain committed to getting pledge bottles out in the order promised in our backer updates. We cannot refund pledges as we've already booked purchase orders and shipping for each specific pledge.
If you ever have questions, you're always welcome to check our backer updates or email our team if we missed something. Thank you for your continued patience and support; we're excited to see Hitch bottles going out!Initial Complaint
03/23/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On 6/4/20, I pledged $84 USD on Kickstarter with ReMaker Labs for a Hitch bottle, a lunchbox, straws (2), and cutlery. The price was $69, plus $15 S/H. There have been many delays, and Remaker started selling the bottles on their own site and on Free People without delivering what I already paid for. Yesterday they informed Kickstarter backers that we won't get anything unless we pay even more shipping, and that refunds aren't available. D**** *********** is the listed principal for Remaker Labs.Business response
04/14/2022
Hello, unfortunately, we have been subject to the struggles that many backer campaigns and small businesses, in general, have been subject to. We actively ship orders and schedule shipments daily for those still in mass production. Throughout our process, we've been fully transparent about delays and additional costs associated with what's going on in the world today.
Regarding shipping, we are working tirelessly every day to analyze the global shipping markets and find the best rates and fastest times possibly available. Unfortunately, we're experiencing a period of extreme inflation and supply chain issues that have never been seen before. We actively combat that by monitoring the global landscape daily and communicating with international partners 24/7.
We do not have more than 1% of our backer volume available anywhere else, and you can read more regarding this through our backer updates. We remain committed to getting pledge bottles out in the order promised in our backer updates. We cannot refund pledges as we've already booked purchase orders and shipping for each specific pledge.
If you ever have questions, you're always welcome to check our backer updates or email our team if we missed something. Thank you for your continued patience and support; we're excited to see Hitch bottles going out!Customer response
04/14/2022
Complaint: 16926079
I am rejecting this response because:
It is not responsive to my complaint of nondelivery. I alleged that the creator took funds and delivered nothing while selling the product on another platform. The creator acknowledged selling on another platform. It really isn't relevant that the amount sold is small.
I asked about the status of my order. I appreciate that over the two years that delivery has been delayed the world has changed. I understand that things may be more expensive. However, serious allegations of misappropriation have been made by other backers, that money was used to purchase things other than business related materials. Allegations have been made that this entire supposed business is merely a sham to generate revenue without any return to the backers. Further, the seller acknowledges some inventory has been sold on an alternative platform before backers received what they paid for. Right now the company is attempting to collect even more money from backers allegedly to cover increased shipping fees- however many backers state they did not receive the email for the fees. Backers are told if they do not pay the additional fees they forfeit their pledge and reward, essentially holding the pledge hostage. I have not heard of any backers receiving their reward, even if they pay the increased fees, which makes it difficult to be secure in pledging even more money.
What I am asking is for a resolution. I would like the bottle and lunchbox that I pledged for two years ago. I would pay a SMALL additional fee for shipping but I want more proof that it will actually be sent before I pledge more money. The "response" is just a repetition of earlier commentary without any concrete definite information and it is not a resolution. It is not a resolution or even an answer to my complaint.
My offer is to pay a SMALL increased fee ($10USD or less) for shipping IF I receive actual proof that the item exists and will ship within a few days of that payment - send me an invoice for the shipping of the package when it is packed and held by a shipper. Alternatively, I would accept a full refund. J. AckermanInitial Complaint
03/22/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I purchased 3 water bottle/ coffee cups from this company through kick starter. I understand that some projects fail. However they have had my money for 2 years and are selling their product produced with my money on the open market. They have now demanded more money before shipping when their 3rd party sellers offer the bottle with free shipping. This company had taken money from investors in good faith and have squandered it. They are now asking for $40 shipping on top of the postage and packing i have already paid. They refuse to answer investors questions and have taken over $2m in funding. This company is trading fraudulently and needs shutting down. Please investigate these clowns. Thanks LauraBusiness response
04/14/2022
Hello, unfortunately, we have been subject to the struggles that many backer campaigns and small businesses, in general, have been subject to. We actively ship orders and schedule shipments daily for those still in mass production. Throughout our process, we've been fully transparent about delays and additional costs associated with what's going on in the world today.
Regarding shipping, we are working tirelessly every day to analyze the global shipping markets and find the best rates and fastest times possibly available. Unfortunately, we're experiencing a period of extreme inflation and supply chain issues that have never been seen before. We actively combat that by monitoring the global landscape daily and communicating with international partners 24/7.
We do not have more than 1% of our backer volume available anywhere else, and you can read more regarding this through our backer updates. We remain committed to getting pledge bottles out in the order promised in our backer updates.If you ever have questions, you're always welcome to check our backer updates or email our team if we missed something. Thank you for your continued patience and support; we're excited to see Hitch bottles going out!
Initial Complaint
03/22/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Remaker lab had started a crowdfunding idea via Kickstarter. A water bottle with a hidden coffee cup included called Hitch. There have been numerous setbacks and whilst the items were meant to ship late 2020, it is march 2022 and no one outside testing groups have received a product. 14,992 people had backed the project with a sum total of 1.2 million dollars being raised. Since late 2020, past the original delivery date, there has been constant delays. They then added the VAT outside of the pledge price so we had to pay again, then there was a data breach at the company where hundreds of people's names, email and physical addresses were available to everyone via an email link to a Google document which the owners accidently made public. The latest issue was yet another delay to shipping, but also an increase to the shipping fees which have doubled in many cases and in extreme cases the shipping fee is now half the price again of the item. The Hitch bottles are now available for sale on another platform whilst the Kickstarter backers (14,992 people) still yet to even have a shipping date. The shipping costs for the item bought through their other revenue stream (free People) is less than the backers are paying and according to the site, can be shipped in three days. Their communications have been vague at best with little to no remedy to the situations that have arisen. To compound issues, the company is now saying it is impossible for anyone to get a refund as they have committed the funds to manufacture, but groups two and three have no concrete delivery timelines so should really be eligible for a refund. If anyone refuses to pay the additional shipping fee (with no products being shipped) then they are told they will not receive the product or any form of refund (despite the company selling the products elsewhere and also taking preorders (upfront costs) on their website. This entire situation reeks of fraud, dishonesty and deception. Please helpBusiness response
04/14/2022
Hello, unfortunately, we have been subject to the struggles that many backer campaigns and small businesses, in general, have been subject to. We actively ship orders and schedule shipments daily for those still in mass production. Throughout our process, we've been fully transparent about delays and additional costs associated with what's going on in the world today.
Rest assured, all customer data is now secure and will continue to be.
Regarding VAT, we must collect and remit the exact amount by law, and we can't ship bottles without that. Regarding shipping, we are working tirelessly every day to analyze the global shipping markets and find the best rates and fastest times possibly available. Unfortunately, we're experiencing a period of extreme inflation and supply chain issues that have never been seen before. We actively combat that by monitoring the global landscape daily and communicating with international partners 24/7.
We do not have more than 1% of our backer volume available anywhere else, and you can read more regarding this through our backer updates. We remain committed to getting pledge bottles out in the order promised in our backer updates. We cannot refund pledges as we've already booked purchase orders and shipping for each specific pledge.
If you ever have questions, you're always welcome to check our backer updates or email our team if we missed something. Thank you for your continued patience and support; we're excited to see Hitch bottles going out!
Initial Complaint
03/15/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Company improperly handled customer data that should have been secured. An employee sent a list with customer data to one customer which was unsecured. While they did acknowledge this leak, they have not followed up on initial responses or made it right by the customers. The product that many of us invested in has been in production for over 2 years. While we are waiting to receive the products we paid for, the company is sending out the same items to resale sites and stores without first honoring their commitment to customers who pre-paid.Business response
04/14/2022
Hello, thank you for reaching out. All customer data is now properly secured and will continue to be moving forward.
Unfortunately, we have been subject to the struggles that many backer campaigns and small businesses, in general, have been subject to. We have not sent out bulk product to any resale sites, and no other business has more than 1% of our backer volume available. Throughout our process, we've been fully transparent about delays and additional costs associated with what's going on in the world today. We are actively shipping orders and scheduling shipments daily for those still in mass production, all of which are going in the order promised in our backer updates.
If you ever have questions, you're always welcome to check our backer updates or email our team if we missed something. Thank you for your continued patience and support; we're excited to see Hitch bottles going out!
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Customer Complaints Summary
47 total complaints in the last 3 years.
21 complaints closed in the last 12 months.