ComplaintsforKickstarter, PBC

• Initial Complaint

  06/03/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Kickstarter hosted a scam project called Starfield 3d. Kickstarter took their share of the funding and ran. All the while the people who funded the project were lead to believe they would get their products from the company and Kickstarter. When that time had passed. I reached out to Kickstarter support only to be told to bad you agreed to our 4000 page disclaimer that says we don't care about you and won't help you. I changed back from my bank then Kickstarter sent my bank a contact that I never signed. Kickstarter should be held responsible for hosting a scam and not properly verifying who they let run campaigns. Kickstarter is now playing host to scams online and taking their cut of the money.

  Customer response

  06/27/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Kickstarter, PBC regarding complaint ID ********.
  
  Sincerely,
  
  ***************************
  

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a bicycle helmet and paid full price plus shipping and tax. Its now ten months later and I have not received it. I was told they are not going to ship it unless I pay them more than I already have and are not going to refund me under any circumstances. They stole my money and are holding it hostage until I send them more money.

  Business response

  06/06/2024

  Hi there,

  Were sorry to hear about this situation. We expect creators to research all possible costs involved in completing their project, including shipping, prior to launching. However, its not uncommon for the scope of a project to change. For many creators, this might be their first time managing a project with shipping and production costs, so they *** have limited experience in anticipating these sorts of changes.

  Asking for additional shipping to help get a project over the finish line is not against our rules, and our Terms of Use (***********************************************************************) do require creators to complete their projects as promised. Complications can and do happen that *** result in higher than anticipated shipping fees.

  Although we are unable to offer refunds on projects, we are constantly working to improve the vetting process for creators and make sure Kickstarter is a beneficial place for both the creator and backer. We will continue to monitor the situation with this project and its creator.

  Best,
  Kickstarter Support

  Customer response

  06/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  they agreed that the seller broke their rules and still refuse to do anything about it. They are pretending they are not responsible for what happens on their website. It is absolutely ridiculous. They have admitted fault and are still stealing my money and stating that they wont change their mind. This is theft.
  

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************************
  
  
  
  
   
  

  Business response

  06/17/2024

  Hi there,

  As mentioned, asking for additional shipping to help get a project over the finish line is not against our rules. When a creator launches a project on Kickstarter, theyre inviting people to form a contract with them. Anyone who backs a project is accepting that creators offer, and forming that contract. Kickstarter is not a part of this contract, it is a direct legal agreement between a creator and their backers. More information about this can be found in our Terms of Use: ***********************************************************************.

  Our Terms can serve as a basis for legal recourse if a creator doesnt fulfill their obligations under the agreement. We hope that backers will only use this provision in cases where they feel that a creator has not made a good faith effort to complete their project as promised.

  Best,
  Kickstarter Support

• Initial Complaint

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I backed a Kickstarter Project called ComfyAir and gave the pledge to get my product by October 2023. Not only has the "creator" gone radio silent, no one has received their product. I contacted the Kickstarter support after not hearing back from the creator for months. I also reported the Kickstarter Project prior to Kickstarters response. It appears that Kickstarter does not have a strong enough policy to deal with scams on their platform.My response from Kickstarter support was less than satisfactory. They assume I no longer want to back the project when it's only because I didn't receive the product and I shared pages long screenshots of other backers sharing the same frustrations of not receiving their product and radio silence from the "creator".I'm urging Kickstarter to take this claim seriously, read the comments and retrieve the money from the backers that have not received the product. I would also just like my money back for the product I did not receive.******************************************************************************************************

  Business response

  05/23/2024

  Hi there,

  Thank you for sharing this additional input. We are always reviewing how best to provide updates on situations like this, while also setting realistic expectations when we have relayed all of the information we currently have available.
  
  I want to first clarify the relationship between Kickstarter creators, their backers, and our Community Support team:
  
  Kickstarter creators are responsible for all communication around their campaign, including the fulfillment status of rewards on- and off-site. You as a backer have our on-site tools (such as leaving comments on the project page or project updates, and direct messaging creators), and any off-site contact information the creator wishes to provide.
  
  Our Community Support team is here to help with practical use of the site (whether this is troubleshooting your pledge if it is errored, or resolving a bug in our user tools), and to clear up any potentially gray areas when it comes to our site rules, but we are not able to force any creators to fulfill their project rewards. If a creator does not deliver their promised rewards to backers, our policy is to not let them launch a new project on Kickstarter. I understand that, as in this case, it can be frustrating when things are not going as planned or a creator is not communicating as expected, yet the possibility that a project may have delays (or not come to fruition) is something important to consider when deciding to back a project on Kickstarter.
  
  As an active part of our backer community you may already be aware of this, but we are always open to your thoughts and feedback on how best to convey expectations for the creator-backer relationship.
  
  Finally, I just want to re-confirm that we have received your report about this project, and our experts in project review, the Trust and Safety team, will take action accordingly. Note that actions taken on a project or creator may not be outwardly obvious to other users, and unfortunately we are not able to follow up with each individual backer about the result of a project report.

  Best,

  Kickstarter

• Initial Complaint

  04/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau, The *endure solar generator purchase originated via the American-based Kickstarter company on 19. Nov 2022 (receipt submitted). I understood that there would be a delay until ~ March 2023 in the delivery of this product from *****. The **************** *endure [*], advertises & assured me via ***************** marketing that this unit "would power most US appliances, even those requiring 240 volts." However, only after attempting to install the unit in April 2023, I learned this was NOT possible as most US appliances require 50 amps and not the mere 32 amps provided by the * product. When even *'s offered solution to purchase another or second [*] unit (theoretically providing 32+32=64 amps) was further entertained, * sadly confirmed that there was no connector they could supply to do the job. Thus, ******* agreed to accept the return of the product for a full refund (please see submitted email).All of the *endure products totaling $3,536 in value were returned to *endure as directed. Please see the attached Bill of Lading (verifying the shipping) and the tracking, verifying the safe arrival of all of the equipment on 23 October 2023, THE DATE OF THE REAL ISSUE.In the 6 months since that the return of the items, this U.S. customer has patiently and unsuccessfully tried to get the money refunded despite multiple emails to BOTH Kickstarter and *endure. I am happy to provide any and all additional data the Better Business Bureau will need to launch a full and complete investigation to both of these companies. In addition to the very poor customer service in regard to the refund, I believe a case can be made for false advertising. Please let me also know what suggestions you might give this consumer at this point in regard to posts on social media, product reviews, YELP, and even legal action against one or BOTH of these companies so as to protect other American consumers from this sort of bad business and poor treatment. *******************

  Business response

  04/30/2024

  Hi there,

  Thanks for reaching back out and bringing this to our attention. Im sorry to hear that backing this project has turned into a frustrating experience for you.
  
  When the project ended successfully all funds raised went directly to the creator. As such, Kickstarter is not able to facilitate refunds on behalf of a creator and any form of reimbursement will need to be arranged by the creator themselves.
  
  Ultimately, creators are responsible for their own project. This includes fulfilling rewards, communicating with backers, issuing refunds if they can, and keeping their community informed on the status of their project.
  
  While we can and do enforce our Terms of Use, we cant force anyone to issue refunds. It is up to each creator to determine whether refunds are within scope, as the funds may have already been used to cover project costs. If this is the case then a refund may not be possible at this time.
  
  Thank you again for getting in touch, I hope that you and the creator are able to work out a resolution soon.

  Best,

  Kickstarter

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I had not heard any news regarding a project that I had backed so I checked in to see what was going on only to discover that the project (Kimos) is currently being worked on in ********, ******. This is dishonest of the campaign creator as the project was, and STILL is, labeled as being a project out of *****, *******. Had I known where this project was being worked on I never would have funded this project. According to Kickstarters rules honestly is a requirement for projects they allow on their platform. I've submitted a complaint and have heard nothing back from them since.

  Customer response

  05/20/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Kickstarter, PBC regarding complaint ID ********.
  
  Sincerely,
  
  ***********************
  

• Initial Complaint

  04/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased EM3 Ether vr glasses and never received what I paid for. They never sent anyone anything theyre just a scam. I want my money refunded as per their policy which states project creators are required to fulfill all rewards of their successful fundraising campaign or refund any backer whose reward they do not or cannot fulfill. So going by their own terms of service me and everyone else that purchased these vr glasses should be refunded. I have tried to contact kickstarter to resolve this issue about being scammed but have been ignored. I would like the money that was stolen from me be refunded.

  Business response

  04/18/2024

  Hi there,

  We're sorry to hear this has become a frustrating experience for you.

  When a project ends successfully, we collect all funds and disburse them directly to the creator so that they can get started on their creative idea. As such, Kickstarter is not able to facilitate refunds on behalf of a creator. If you'd like to check in with the creator to see if a refund may be possible, you should reach out to them directly. 
  
  Its important to keep in mind that if the funds have already gone towards bringing the project to life, a refund may not be possible at this time. Please let us know if you have any other questions.

  For our records, we would appreciate it if you could use the "Report this project" button at the bottom of the project page. This will help to flag the specific project to our Trust & Safety team, who will perform a full review of it, and take action if its found to be violating ******************** Guidelines, or Terms of Use. This also helps us to keep track of all the reports received for a given project.
  
  We really appreciate you taking the time to reach out to us and want to thank you again for actively keeping an eye out for the Kickstarter community.

  Best,

  Kickstarter

  Customer response

  04/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   Under your own terms of service creators are required to fulfill all rewards of a successful fundraising campaign or refund any backers whose reward they do not or cant fulfill. I have already tried to handle this directly with kickstarter but have been ignored. I will not do any more business with that company because they let scammers rip people off and fail to do anything about it. Im not the only one that got scammed. Everyone who backed that project got their money stolen. Kickstarter made there commission and could care less if the projects are legitimate or just scams. And when you bring it to their attention you are ignored. So in conclusion dont trust kickstarter they dont care if the projects are scams as long as they get their cut. They dont stand behind their own policies. To be fair not all the projects are scams but youre playing Russian roulette every time you back something on their site.

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************
  
  
  
  
   
  

  Business response

  05/23/2024

  Hi there,

  Thank you for sharing this additional input. We are always reviewing how best to provide updates on situations like this, while also setting realistic expectations when we have relayed all of the information we currently have available.
  
  I want to first clarify the relationship between Kickstarter creators, their backers, and our Community Support team:
  
  Kickstarter creators are responsible for all communication around their campaign, including the fulfillment status of rewards on- and off-site. You as a backer have our on-site tools (such as leaving comments on the project page or project updates, and direct messaging creators), and any off-site contact information the creator wishes to provide.
  
  Our Community Support team is here to help with practical use of the site (whether this is troubleshooting your pledge if it is errored, or resolving a bug in our user tools), and to clear up any potentially gray areas when it comes to our site rules, but we are not able to force any creators to fulfill their project rewards. If a creator does not deliver their promised rewards to backers, our policy is to not let them launch a new project on Kickstarter. I understand that, as in this case, it can be frustrating when things are not going as planned or a creator is not communicating as expected, yet the possibility that a project may have delays (or not come to fruition) is something important to consider when deciding to back a project on Kickstarter.
  
  As an active part of our backer community you may already be aware of this, but we are always open to your thoughts and feedback on how best to convey expectations for the creator-backer relationship.
  
  Finally, I just want to re-confirm that we have received your report about this project, and our experts in project review, the Trust and Safety team, will take action accordingly. Note that actions taken on a project or creator may not be outwardly obvious to other users, and unfortunately we are not able to follow up with each individual backer about the result of a project report.

  Best,

  Kickstarter

• Initial Complaint

  03/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Starting in 2022 ***** had a project that we help fund for a device that helps ADHD. Covid was running rampant. Once the project was fully funded it took a while to get all the components produced during Covid. In May of 2023 we were told that the components were in the country and they were going to start putting it all together. On December 6, 2023 we were told that the product was finished and was going to start shipping out. Supposedly only one person claims to have received the product. I have messaged ***** and Kickstarter. ***** has not responded to anyone, Kickstart has responded but is not doing anything. I am being told to contact the seller, I have multiple times. This is my next step, if I do not get resolve with this avenue I will look into other avenues.

  Business response

  03/14/2024

  Hi there,

  Thanks for reaching back out and bringing this to our attention. Im sorry to hear that backing this project has turned into a frustrating experience for you.

  When the project ended successfully all funds raised went directly to the creator. As such, Kickstarter is not able to facilitate refunds on behalf of a creator and any form of reimbursement will need to be arranged by the creator themselves.
  
  Ultimately, creators are responsible for their own project. This includes fulfilling rewards, communicating with backers, issuing refunds if they can, and keeping their community informed on the status of their project.
  
  While we can and do enforce our Terms of Use, we cant force anyone to issue refunds. It is up to each creator to determine whether refunds are within scope, as the funds may have already been used to cover project costs. If this is the case then a refund may not be possible at this time.
  
  Thank you again for getting in touch.
  
  Best,

  Kickstarter

  Customer response

  03/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  If you can't force a refund, can you at least force the creators to contact me. I am trying every step to get this matter addressed.  Please don't make me go to the next step.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  Business response

  04/09/2024

  Hi there,

  Thank you for your follow up. 
  
  Ultimately, creators are responsible for their own project. This includes fulfilling rewards, communicating with backers, issuing refunds if they can, and keeping their community informed on the status of their project.
  
  While we can and do enforce our Terms of Use, we cant force anyone to issue refunds. It is up to each creator to determine whether refunds are within scope, as the funds may have already been used to cover project costs. If this is the case then a refund may not be possible at this time.
  
  Thank you again for getting in touch, I hope that you and the creator are able to work out a resolution soon.

  Best,

  Kickstarter

• Initial Complaint

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have two separate complaints related to two different projects in Kickstarter. Both have been funded successfully. The first one , called EM3 ether, the creator stopped responding to all backers and giving updates which goes against kickstarter's terms and conditions. No items have been delivered to any of the backers and the promised delivery date has gone by ( August 2023). The second one called alisleep by alisleeplab, the project has been fully funded, a few backers received their item (which based on the comments have been faulty either not working at all or stopped working after a few uses) the rest did not received the item at all (like in my case). The creator is not responding to any message. In both cases kickstarter has been notified of the issue by many backers, the only response we get is to report the project in their platform, which I did to no avail. They respond saying that they will look into it but no one has received any feedback and no action has been undertaken by kickstarter to resolve the issue.

  Business response

  03/21/2024

  Hi there,

  We're sorry that working with these creators has turned into a frustrating experience for you. Part of the responsibility creators take on when they launch projects is taking the time to work with backers and make sure these kinds of concerns are handled refunds, items lost in shipping, and all those other service details. It's disappointing that, in this case, it seems that the process isn't quite working out.

   Ultimately, creators are responsible for their own behavior from communication and engagement to fulfillment and while we can and do enforce our Terms of Use (***************************************************), we can't force anyone to actually write their book or send off their designs to the manufacturer. A big part of Kickstarter's mission is to support creative freedom and independence; we don't step into the actual creative process itself. 

   When creators go silent, we know that this can damage backers trust. Its important to remember that each creator will approach their project differently, and issues may come up that delay the process.

   Although we are unable to offer refunds on projects, we are constantly working to improve the vetting process for creators and make sure Kickstarter is a beneficial place for both the creator and backer. We will continue to monitor the situation with these projects and the creators.

  Best,
  Kickstarter Support

• Initial Complaint

  02/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have been a member since August, and I have pledged $3500 dollars. A few days ago, me and a creator sent several messages back and forth. Shortly after this my account was under review and I was told that due to all the messages it was a red flag, and I was accused of Spam. I cannot communicate to my creators or even see my messages or activity. Therefore, I am out $3,500. I have written to them 10 times and they are not responding for over a week. I am sick over this, and I lost $3,500 dollars for simply emailing someone too much? What world do we live in? They are willfully ignoring my messages for some reason. If they look at the messages, they will see I am not spamming or selling anything. But they know this, they are just being cruel and evil and spiteful. I am not sure what to do. I want to *** them for me losing $3500, damaging business relationships I have on their, for stress and anxiety and missing work over this slow form of sick torture. Please give me advise or hold them accountable. Thank you.

  Customer response

  03/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***************
  
  
  
   
  
  

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  5 years ago. I paid to find a Kickstarter book project with the agreement that my name would be in the said book, the book came out & my name is not in it, Kickstarter refuses to acknowledge my emails, repots, complaints, no acknowledgement at all from them, they've taken my money several times & never gave the rewards promised , I am going to take legal action, now I know they are located in Brooklyn, that says a lot, nothing good comes from Brooklyn

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩