Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In April 2017, I paid to back the *********** for the company that produces the Kniterate Digital Knitting Machine. The company has failed to meet the expectations of a vast number of its funders, including myself. In fact, the company has begun charging $15,999, a full 3.4 times the amount more than the machine I funded, and is willing to ship the machines to buyers at that price but by pushing earlier buyers back in the queue. After waiting until September 2019, I contacted Kniterate and asked for a refund. I was told by an employee who no longer works with the company that I could exchange my place in the queue for a new buyer so that I could coordinate a refund as Kniterate would not issue a refund directly. I was told I was the first ****** to ask for such a thing. However, the employee ceased working for the company and my request fell through. I contacted again in August of 2021 and was not responded to. In October 2022 the company announced it would allow refunds and put all pending machines into a queue. At the time my expected refund date was 2027, a full five years later. I elected to continue waiting for the machine. As of October 2024, I was told that my machine was at least a "couple more years" away, and having checked the potential refund date again, I saw it was pushed to 2029. I am extraordinarily tired of the runaround with this company with the endless delays and lack of ability to fulfill their promises. The machine was originally meant as a gift and it has been so long that that ****** is no longer in my life and I cannot use it if I were to have it. I am asking for BBB's help in organizing a refund (one that is massively lower than the cost they are asking for the machines at this current date, by the way) by a reasonable date (i.e. before the end of 2024).

  Business Response

  Date: 10/17/2024

  Dear *****,

  First, I'm sorry for the long delays and any frustration they've caused you. We truly appreciate your early support on *********** and understand how difficult this wait has been.

  Over the past few years, we've faced unexpected production challenges and slower sales than we planned for. This has affected our ability to ship orders as originally projected, leading to delays.

  While refunds are very uncommon with Kickstarter projects, we've been issuing refunds to our backers and will continue to do so. We understand you'd like to receive your refund before the end of 2024. While we can't promise that exact timing due to our existing commitments, please know we're working hard to process refunds as quickly as possible.

  Alternatively, if you'd prefer to receive your Kniterate machine, we're making steady progress in reducing our backlog. We continue to ship *********** machines and are committed to fulfilling all backer orders while ensuring the sustainability of our operations.

  Please let me know how you'd like to proceed. Again, I'm sorry for any inconvenience, and I appreciate your patience and understanding. If you have any questions or need anything else, please don't hesitate to reach out.

  Customer Answer

  Date: 10/17/2024

   
  Complaint: 22413712
  
  I am rejecting this response because I am needing a reasonable expectation of a timeframe for a refund. While I would prefer before the end of the year, I need a better expectation than 5 years from now if I am to enter the refund queue. You got my money 7 years ago and I would think a reasonable timeframe to wait for a refund is no more than 6 months. I am no longer interested in waiting for the machine or would want it if I had it.

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

  Business Response

  Date: 10/24/2024

  Dear *****,

  Thank you for your patience and for your early support of our Kickstarter project. We sincerely apologize for the long delays and any frustration this has caused.

  We understand that you're requesting a refund within six months. While refunds are very rare with *********** projects, since pledges are contributions to help bring a project to life rather than traditional purchases, we have gone beyond typical Kickstarter practices and issued refunds to many of our backers.

  We are committed to processing your refund, however, we are unable to fulfill your request within the next 6 months. Due to our current financial obligations and the need to ensure the sustainability of our project, we anticipate that it may take up to a couple of years to process your refund. We are working diligently to fulfill all commitments to our backers as soon as possible.

  We apologize for any inconvenience this may cause and genuinely appreciate your patience and support throughout the years. Thank you.

  Customer Answer

  Date: 10/24/2024

   
  Complaint: 22413712
  
  I am rejecting this response because:

  No acceptable recourse has been offered. I have no obligation to care about the financial wellness of this business after repeated failure of it to show good stewardship over it's kickstarter backers funds and lack of respect for them through the lack to frequent communication or transparency of progress in fulfillment of machines and addressing of concerns. 

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

• Initial Complaint

  Date:11/10/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have waited over 6 years for my product and was told ill only receive it before **** if I dont pay more.

  Business Response

  Date: 11/20/2023

  Dear *******,

  I hope this message finds you well. We sincerely apologize for the delay in shipping the machines you supported through Kickstarter. The production of these machines is contingent on the influx of new orders, which has impacted our ability to fulfill Kickstarter pledges promptly.

  To alleviate this situation and expedite the delivery of your machine, we proposed an option for you to increase your initial pledge. This additional support would help us mitigate the reliance on new orders and prioritize the shipment of your machine.

  We appreciate your understanding and patience in this matter. We want to let you know that we are 100% committed to delivering your machine as soon as we possibly can.

  Warm regards,
  The Kniterate Team

  Customer Answer

  Date: 11/20/2023

  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. Considering my options are so limited and unfair.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:03/05/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In December of 2017 I placed an order with Kniterate as I thought the product they were creating was going to be a game changer. I knew it was going to take some time to get the machine but after multiple delays I still dont have a machine or even a refund. Fast forward to October 2022 and we were notified that we had three options, get a refund, pay an additional $12k, or just wait a few more years. I requested the refund as I had already waited 5 years for this machine and preordered to get a lower price. I was then provided with a refund estimate of 4 YEARS! Youve already had my money for 5 years and basically an interest free loan and I have to wait another 4 years for a refund?! Theres a chance you might not even be around in 4 years. This is absolutely ridiculous and *** never encountered anything like this before. I would like my refund now.

  Business Response

  Date: 03/17/2023

  Hi ******, 

  We are sorry we have been accumulating so many delays, previous years have been challenging; with our inexperience manufacturing complex hardware products, a pandemic, a relocation of our factory, etc. We are very thankful for your patience, but unfortunately, we are not in a position to issue your refund right away. When the transaction took place we were at the beginning of the project, and the terms and conditions reflected that. 

  Thank you for your patience. I'm very sorry things haven't gone as we predicted. We are now working as hard as we can on redirecting our path, and are doing great progress on manufacturing more machines and issuing more refunds faster. We will do our best to accelerate your refund. 

  Kind regards,

  ******

  Customer Answer

  Date: 06/16/2023

   
  Complaint: 19541551
  
  I am rejecting this response because: I would like a sold date on when I can be issued a refund. The complaint below mine was already issued a refund last year and their pre-order date was after mine. I preordered in 2017 and will not wait beyond this year for a refund. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/22/2023

  Dear customer,

  We would like to extend our sincerest apologies for the delay in processing your refund. We understand the importance of timely resolution, and we deeply regret any inconvenience this may have caused you. We are doing our best to expedite the refund requests we receive. We issue them on a regular basis but unfortunately, we can't do them all too fast, as that would compromise the continuity of the project. The customer you mention received the refund earlier because they requested the refund before. Refunds are issued based on the request date, not based on the date of the purchase of the product. I'm sorry we can't issue your refund immediately. We are working hard to improve our financials to be able to issue refunds faster.

  Once again, we apologize for any inconvenience caused and thank you for your understanding.

  Customer Answer

  Date: 06/22/2023

   
  Complaint: 19541551
  
  I am rejecting this response because: I don't need an immediate refund but I would like to get a refund in 2023. I would like a solid date on when I could get a refund this year. Otherwise I will look into legal action to get my money back sooner. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/15/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In May of 2018 I pre-ordered a Kniterate Digital knitting machine from their website, and paid a deposit of $1500. In January of 2020, I received an email requesting that I pay the balance of $5399, which I paid almost immediately (total of $6899.00) The machine was supposed to ship in 2019. There were already multiple delays when ***** happened and everything came to a halt. Later, they moved their factory from ***** to *****... more delays. They almost NEVER respond to emails, and after a while, there were literally no updates. Every time the machine is supposed to ship, there is always another delay. So, here we are almost 5 years later, and I decided to just request a refund. The owner responded to my email this time, saying that I would be sent a list of when I would receive my refund. When I hadn't heard back from him, I emailed him again, and he sent me a link indicating that I would receive my refund in November of 2023!! More than a year from now! I now have NO machine, and NO money! At this point, I just want my money back, and I don't think that it's neither fair nor ethical that they get to keep my money after having so patiently waited for the machine. Since I pre-ordered in 2018, the price of the machine has more than doubled, ($15,999), and I believe they are shipping to buyers who pay the current price, while the early pre-orders are left in the cold. I would like a refund immediately. I have years of unanswered emails that I sent them. I hadn't previously requested a refund, because I believed what they said.

  Business Response

  Date: 10/22/2022

  Dear customer,

  We are very sorry about how things have gone down over the last few years and apologize we haven't been able to ship a machine to you when we expected. We've been through numerous struggles with developing and producing our technology: the commercialization of a complex machine, a pandemic, a relocation of our factory, etc. We really appreciate the patience and support you've provided us with. We are committed to issuing your refund in early December 2022.

  Thankfully, ******
  

  Customer Answer

  Date: 10/23/2022

  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.

  I am hoping they will adhere to their agreement as it pertains to the refund, and not offer more more excuses as to why it has been delayed.
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 12/13/2022

  I had initiated a complaint on 10/15/2022 against a business by the name of Kniterate, in an attempt to obtain a refund. 

  The owner of the company said that he would issue the refund in the amount of $6899.00 the 1st week of December,

  but here we are December 13th, and I still haven't received the refund.

  He keeps sending me confirmation emails that the money has been wired and should be in my bank account, but I've called and visited my bank every.single.day, and have been told that there has never been a record of a transfer even being sent, pending or even rejected in my account.

  This back and forth could go on forever, so I would like to re-open my case in another attempt to recuperate my money

  Customer Answer

  Date: 12/14/2022

  I just received the refund from Kniterate.

  Thank you so much for your assistance!