Complaints

• Initial Complaint

  09/06/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have sent the below email to this company 3 times now with no response: Ms. S******, On 04/02/2021 I purchased two of the Poo Pails; one for myself and one for my son and the cost was debited to my bank account on 04/05/2021. My son’s dog passed away last week and because he is moving for his job, they do not intend to get another dog. For this reason, I would like my money returned for one of the Poo Pails (The VIP- X Tall PooPail Pack in purple plus shipping charged). Our old pooper scooper broke a few months ago and I had to purchase a new one but would still like to get the gray 1X Tall PooPail (Pail & Scooper), depending on how long it will be to receive. Please confirm by email that you will send this credit back to my bank account (Bank of America) used for the purchase. That card expired last April, but I have the same card number with an expiration date of 04/2027. Thank you,

  Business response

  09/14/2022

  Hi BBB, 

  I apologize that you have received this complaint.  

  GoodWag has not offered any products for sale at this point. However, we did have a Kickstarter campaign in April 2021.  We planned on manufacturing our products in China.  However China shut down all factories for 6 months during Covid.  When they finally went back to work, container costs had gone from $3,000 and 6 weeks to $30,000 and 6 months.  I searched for a US manufacturer, and in September 2021 we had the molds shipped to a new manufacturer in Erie, PA.  This manufacturer promised to get all products shipped before Christmas 2021. However this manufacturer continually lied to me, telling me everything was ready to ship in February, June, etc.  I was able to ship about 1500 of 5600 orders, but they didn't finish manufacturing.  I searched for a more reliable manufacturer, and in August had everything shipped to a new manufacturer in Los Angeles.  They inherited a huge mess, and just finished an inventory and quality control check of parts received.  They ordered matching colors from their supplier, and will finish manufacturing needed parts to fill all remaining orders next week.  At that point shipments will resume to the remaining backers.

  It's not easy to start  new company in the best of times, but during a pandemic and world-wide supply chain issues, it's brutal.

  When someone backs a Kickstarter campaign, they agree to back a start-up company.  In exchange for their backing, they sign-up to receive a perk, though no perk is guaranteed.  Please see the attachment from the Kickstarter website, also available here: 

  https://www.kickstarter.com/trust#:~:text=It's%20the%20backer's%20responsibility%20to,by%20Kickstarter%20or%20the%20creator.

  This client sent two emails to my assistant at Info@GoodWag.Com.  My assistant is extremely backlogged on emails, as she has about 150 people updating their address before shipping.  My assistant just forwarded this persons request for a refund on 9/12/22, and I replied to her request.  No refund is available or warranted, as she backed a new start-up company.  Of the $104 that she paid, I received 52% after paying the Crowdfunding marketing company and Kickstarter.  I had not yet replied to her latest email (below), but I planned on refunding her 50% of her amount contributed, which is what she requested:

  
  
  Ms. S******,
  
  I would gladly donate to a pet charity or someone I know who has a dog, however, I had to stop working at my job 3 months ago for health reasons and cannot afford to do that.  I just want a refund of my money and I’m sure that is not impossible to do. You could send payment of half of the $104. I paid in April, 2019 through Venmo which I have an account on or just mail me a check to ** ***** ***** Albany, NY  12203.
  
  

  Only after the Crowdfunding perks are filled will I start selling through eCommerce on my website, through Chewy, and through Amazon.  I hope to have happy, satisfied customers, and no complaints.  

  Thank you.

  ***** S******

  Customer response

  09/17/2022

  
  
  I have reviewed the response made by the business in reference to complaint ID 17921752, and find that this resolution is satisfactory to me.
  
  Regards,
  
  L***** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

*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. ↩