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Business Profile

Liquid Storage

Remaker Labs, Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Liquid Storage.

Important information

  • Customer Complaint:
    The BBB has received complaints from consumers who invested in the businesses campaign on Kickstarter for a product called Hitch.  The complaints are mostly of similar verbiage stating that they invested and have not received the product.  The business has responded to the BBB and stated that they had some issues in production, but are currently in the process of shipping to more than 15,000 consumers.

Complaints

Customer Complaints Summary

  • 50 total complaints in the last 3 years.
  • 26 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/06/2023

    Type:Delivery Issues
    Status:
    Answered
    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 backed Hitch on kickstarter in 2020. I knew that there would be a wait for production to start but I was not expecting what happened. I emailed Hitch to request a change of address and when I could expect my bottles to arrive. Their response was they needed an ADDITIONAL $64 in shipping and “additional production expenses”. Since I hadn’t sent it soon enough, they would be sending me nothing except…….. a 30% coupon code to buy again from them. Turns out they’ve made over a million dollars in funding but instead of fulfilling their orders, they’ve instead sent the orders to larger department stores. When I requested a refund they said they couldn’t offer anything because I “didn’t fulfill the steps needed” (paying almost double the original amount). Horrible customer service, in breach of contract with kickstarter, and what feels an awful lot like a scam….

    Business Response

    Date: 12/06/2023

    Hi, 

    We understand that you may feel disappointed, and we would like to provide some additional information to help clarify the situation.

    -We communicated your group’s collection deadline in several backer updates, and sent multiple direct emails with links to contribute before the deadline. Unfortunately, the deadline to contribute to increased shipping and production costs was over six months ago.
     
    -In our subsequent updates, we also shared a link to a sign-up for a last chance interest list, which was open for more than a month, before it closed. 

    -It is important to note that the interest list and group collection deadlines are necessary for us to plan production and book freight with exact quantities, which must be done months in advance. Purchase orders have a minimum of thousands of items, and they have already been placed.

    -Please understand that crowdfunding involves supporting a creator's idea, and the rewards are not guaranteed, unlike traditional e-commerce orders for products that already exist.

    As mentioned, we did not profit from our crowdfunding campaign, and we clearly shared in our updates how those funds were allocated. 


     

  • Initial Complaint

    Date:12/12/2022

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    Remaker has extorted an additional $64 for shipping of 2 water bottles from me and is now claiming they have no intention of sending me anything.

    I've given this company nearly $200 so far and they are not keeping their end of the bargain.

    If this is not resolved immediately I will be taking this to small claims court. There are thousands of comments on their Kickstarter campaign with similar results.

    Never work with this company.

Remaker Labs, Inc is NOT a BBB Accredited Business.

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