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:06/13/2023

  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.

  I've been apart of a few kickstarters in the past which most were met with delay for one reason or another. They were always transparent in the delay and would do their best to inform us of the what the current timeline looked like and would keep us up to date on the status of the project. I've finally ran into a project where it is delayed but the creator has been very murky in the state of the project and when/if this project will be released. I've done all that I can through Kickstarter to get information about the status of this project but have been completely ignored. I then tried to get a refund due to the lack of doing anything on the part of the creator or Kickstarter but I haven't been given a refund or any information on the status of the project. Kickstarter support has closed every single one of my tickets saying they won't issue a refund but won't doing anything else in regards of notifying me of the status of the project or what they are doing. All they said is that they have accepted my report and they are done. I'm just seeking to get my money back so that I can close this account and never do business with Kickstarter ever again. I would have been okay with them doing their job of following up on the status of the project but they didn't do that so I request a refund.

  Business Response

  Date: 06/22/2023

  Hi there,

  While we work with creators to help them bring their projects to life, its important to understand that the final delivery of a project can come with unexpected hurdles, changes to the timelines, and adjustments to the product. Small changes can even be healthy for a project's ultimate success.

  One of our biggest expectations for creators when a project is delayed is that they regularly update backers on their projects progress, notify them of any delays or roadblocks, and be open and honest with their backers during all stages of their projects life cycle. We can see that this creator has been posting regular updates on their project to keep their backers informed.
  
  Unlike a store, you are not purchasing an item when you decide to pledge towards a project on Kickstarter you're helping to create something new. Differentiating your support as a patron of a project rather than a retail shopper is fundamental to the creative process we champion. Creating is not a seamless process. Nor can it be measured on a predictable timeline, because it's often wrestling chaos into something new and innovative.
  
  Trust is an integral part of the relationship between creators and backers. Some projects will go wonderfully, and others will run into obstacles. Be prepared for a little bit of each.
  
  Best,
  Kickstarter Support

  Customer Answer

  Date: 06/22/2023

  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:

  In this response Kickstarter states that final delivery can be interrupted by changes to the timeline.  This is completely understandable and in the multiple board game related projects that I've back have received transparency to these hiccups in production and a guesstimate as to the current timeline (subject to change).  That is not the case in this situation.  Kickstarter is only looking at the fact that this company is making monthly updates.  They don't care what is in those updates.  They are always vague in what they are accomplishing and are way past the due date.  I'm just looking for transparency in where this project is currently at and the current time to it's delivery.  

  Kickstarter is literally only informing us that "this creator is making regular updates".  They are not reviewing those regular updates for substantial information related to the outcome of the project.  They mention innovation as a key to the lack of need for transparency.  This is a video game.  There have been multiple generations that we have gone through.  The creators have even more in depth knowledge to the development life cycle than we do.  I feel like these are experts in their field should be able to keep us informed to this timeline as they have experience in doing so.  But I'm not seeing that transparency or that experience at work.

  Again.  I've backed projects in the past.  This is the first time I've met such disregards for transparency.  Hence the reason for this complaint.

   

   

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

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

  Business Response

  Date: 07/11/2023

  Hi there,

  For specific questions about the project, we recommend getting in touch with the creator directly. They will be best placed to help answer your questions and should be able to provide more information. 

  If you havent yet messaged the creator through Kickstarter, you can find the steps for how to do so in this help center article: *******************************************************************************************************

  If youve already messaged the creator and havent heard back yet wed suggest waiting a week before following up with them again. A creators inbox can quickly become overwhelmed, and they may still be making their way through the messages theyve received.

  Best,
  Kickstarter Support

  Customer Answer

  Date: 07/11/2023

  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:

  I've tried to receive any information from the creator but they are unresponsive.  Something that Kickstarter would know if they did anything.  It's been over a week dealing with this with BBB.  This process started way before that.  Kickstarter is absolutely refusing to do anything but repeat their policies that they are not following.  Could we force Kickstarter to do what they should have done as their policy dictates?  I'm getting weary of repeating myself that they are not doing their job by them repeating that they are not doing their job.  You see the loop.  We need Kickstarter to stop saying their policies and actually enforce them.  That is the reason that we are in this situation.  Because they are not doing the things that they should be doing.  Please stop telling me that you are not doing the things and do them instead.   

   

   

   

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

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

• Initial Complaint

  Date:05/24/2023

  Type:Service or Repair 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.

  I backed a program called auron bottle with a couple hundred dollars. They got approved and I was supposed to get my product. They never sent it to me, they ignore me, even messaged them on their website. I got ahold of Kickstarter about it. They said they blocked auron from using stuff on their site, but nothing else. I messaged them about updates and wanting to know what is going on, but now even Kickstarter is not replying or even contacting me on their help tickets. I look onto the auron bottle page and lot of other backers never got their product and Kickstarter isn't doing anything really to help.

  Business Response

  Date: 06/13/2023

  Thanks for following up with us. 
  
  Kickstarter provides a platform for creators to bring new creative ideas to life. However, creators are responsible for their own projects. This includes fulfilling rewards, communicating with backers, issuing refunds if they can, and keeping their community informed on the status of their project. If a creator is struggling to complete their project as promised, we expect them to post an update outlining exactly what it is thats stopping them and how funds have been used. In this case, we've reached out to the project creator on multiple occasions and labeled their account.

  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.
  
  We hope that this helps to address your concerns.

  Best,

  Kickstarter Support

• Initial Complaint

  Date:05/22/2023

  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.

  Transaction took place early last year as Kickstarter does not enforce project creation stipulations (Mount Olympus Comics Double Feature). Creator is scamming people and Kickstarter has allowed creator to make multiple projects without fulfillment. Has 2 projects unfulfilled and about to launch another one. Creator has health problems and should fulfill project obligations before being allowed to create another one. This is a scam and tired of excuses. Either want the product or money refunded promptly.

  Business Response

  Date: 06/01/2023

  Hi there,

  Thank you for reaching back out. Im sorry that backing this project has been a frustrating experience for you.
  
  
  Kickstarter provides a platform for creators to bring new creative ideas to life. However, creators are responsible for their own projects. This includes fulfilling rewards, communicating with backers, issuing refunds if they can, and keeping their community informed on the status of their project. If a creator is struggling to complete their project as promised, we expect them to post an update outlining exactly what it is thats stopping them and how funds have been used.
  
  
  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

• Initial Complaint

  Date:05/09/2023

  Type:Order 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.

  Today May8, 2023 I had an email from a company that I backed on Kickstarter well over a year ago to update my address listed on my account. Upon logging into Kickstarter I got a message saying that my account was under review. I didn't think much of it at that moment, I was on a mission to fix my address. What I discovered was that my account pending review meant that the company wiped out all my information, all up coming companies I backed, all companies getting ready to finally send their product, but Kickstarter felt that all my account info should be wiped, and not have the ability to contact the companies I paid hard earned dollars to assist in finding? You cant call and speak to a human being, there is no real written facts about accounts pending review and I still haven't gotten any response from the emails I sent the support desk.

  Business Response

  Date: 05/17/2023

  Hi there,

  We're sorry to hear about this situation. Please contact us via the link below and our Trust & Safety team will be able to look into this further for you.

  *************************************************************

  Best,
  Kickstarter Support

• Initial Complaint

  Date:04/25/2023

  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.

  TO whom it may concern.I am Backer #**** of the "Haxson Smart Airfan with 20 features"I have purchased via Kickstarter crowdfunding platform a device in a late phase of development, by Haxson. The project has been delayed and the product has been changed into something of a much lower value and far from what had been promised. I request Kickstarter to refund my $199.00 paid on November, 20th, 2021.Please find attached the confirmation of payment and bank statement reflecting the amount paid.Thank you

  Business Response

  Date: 05/04/2023

  Hi there,

  We're sorry that working with this creator 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 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. Weve reached out to this creator and asked them to take time to respond to backers, as well as post an update on their progress so far. However, 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 this project and its creator.

  Best,
  Kickstarter Support

  Customer Answer

  Date: 05/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********,

  Although the business is not offering the expected refund or support, I understand their well formulated response and position.

  You may consider this case closed. Thank you BBB.

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

  
  

• Initial Complaint

  Date:04/20/2023

  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.

  On October 4th, 2021 I came across a project on Kickstarter by a company called Haxson for a bladeless fan with a clock, phone charger, bluetooth speaker, and some other features. There was an 'estimated delivery' for May 2022. During the initial advertisement campaign, they claimed that the product was design complete and ready for production. They also stressed in their video that the fan would be bladeless and safe for children.They had a second campaign running on IndieGoGo at *************************************************************************************************. Between the two, the company raised $2,417,406. 5 months ago the IndieGoGo team has refunded their backers. I'm not sure the exact reasons - they haven't stated it publicly, however, I'm left to assume that ****** cut communication and is simply planning to take the money and run. Possibly deliver some $10 product that they charged a few hundred for just to make fraud claims more difficult.Update after update has been coming in from the Haxson team with slow progress. Seeing these updates I was trying to give the team time to complete the project before submitting a BBB complaint. Hoping they would complete their project. But it's still incomplete and not even production ready over a year after their estimated delivery.Even after all the delays, they still ask the backers to share their website and allow others to 'pre-purchase' a non-existent product.I have reached out to their support team 2 weeks ago asking for a refund. They have not responded. Usually legitimate companies at least express a 'sorry we can not refund you' or something along those lines. However, they have replied at all, leading me to believe they've taken the money and don't plan on delivering a product at all, or plan to deliver something that doesn't even remotely meet their advertised specification.I would simply like a refund for the 3 units I pre-purchased. Totaling $655,

  Business Response

  Date: 05/04/2023

  Hi there,

  We're sorry that working with this creator 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 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. Weve reached out to this creator and asked them to take time to respond to backers, as well as post an update on their progress so far. However, 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 this project and its creator.

  Best,
  Kickstarter Support

• Initial Complaint

  Date:04/10/2023

  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.

  Kickstarter participated in and facilitated a deceitful campaign. The campaign never intended to produce a product, and Kickstarter still collected money. To make matters worse, after a reversal of funds was filed with **** Kickstarter then lied and stated to the company that I had received the product. This was for: TOPPOSH: Nebulizer Polisher for ********* 3D Printed Models ***********************************************************************************************************************

  Business Response

  Date: 04/25/2023

  Thanks for flagging this issue. Creators are responsible for their own projects. This includes fulfilling rewards, communicating with backers, issuing refunds if they can, and keeping their community informed on the status of their project.
  
  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. These have additional information on how Kickstarter handles chargebacks, plus they 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.

  We hope that this helps to address your concerns.

• Initial Complaint

  Date:04/06/2023

  Type:Delivery 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 June 2021, I backed a project sponsored on Kickstarters platform for the Pluto Litter Square. As of today, 4 April 2023, the order is still open. The Creator, *****, claims they will fulfill orders soon, however since it has taken so long for the company to fulfill the order, I now need to update my shipping address. I have reached out to Pluto multiple times, however I have not received any response. At which point I reached out to Kickstarter to facilitate contact with Pluto as per Kickstarters responsibility of fostering trust on their platform. Kickstarter claims they are not able to assist which, in my opinion, violates their own terms and conditions as posted on their website. If I am not able to update my shipping address, I need to cancel my order and feel I should be owned a refund for my order in the amount of $338.

  Business Response

  Date: 04/13/2023

  Hi *******,
  
  Thank you for following up with us. I'm sorry that your experience with this creator wasnt a positive one.

  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.
  
  Kickstarter takes the privacy of our users seriously, so we don't provide a creator's contact information directly to backers. However, a creators verified name can be publicly found in the creator bio of their project.
  
  Kickstarter's Terms of Use outline the responsibilities of backers and creators. If you believe a creator is not fulfilling these responsibilities, we recommend reporting the project from the project page, which will flag it to our Trust & Safety team for review. If you believe further legal action is appropriate, please talk to an attorney about how to proceed.
  
  We hope that backers will only consider the above options in cases where they believe that a creator has not made a good faith effort to complete their project as promised.
  
  Best,
  Kickstarter

  Customer Answer

  Date: 04/14/2023

  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]

   Im simply looking for assistance in having the Creator respond to my request to change my shipping address. I personally do not feel like I am asking too much and this request falls under Kickstarters Responsibility (as posted on their website) of fostering trust between backers and creators. Given it has been nearly two years, I feel Kickstarter either needs to ****** trust by brokering contact between myself and the creator or refund my money.

   

   

   

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

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

  Business Response

  Date: 05/04/2023

  Hi *******,

   

  Thank you for reaching back out. Im sorry that backing the Pluto Square project has been a frustrating experience for you.
  
  
  Kickstarter provides a platform for creators to bring new creative ideas to life. However, creators are responsible for their own projects. This includes fulfilling rewards, communicating with backers, issuing refunds if they can, and keeping their community informed on the status of their project. If a creator is struggling to complete their project as promised, we expect them to post an update outlining exactly what it is thats stopping them and how funds have been used.
  
  
  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.
  
  
  I hope that this helps to address your concerns.

   

  Best,
  Kickstarter

• Initial Complaint

  Date:03/30/2023

  Type:Service or Repair 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.

  I invested in a countertop composter that was a complete scam that got fully funded and significantly more than fully funded I might add on Kickstarter. I am down $240 and my bank won't refund me as it was too long after the charge. They promised a countertop composter and filters to be delivered at 6 months and now the company no longer responds. The scammers took their money and ran.

  Business Response

  Date: 04/04/2023

  Hi there,
  
  Thanks for reaching out. While we work with creators to help them plan and bring their projects to life, getting to the final delivery of a project can come with unexpected hurdles and delayed timelines. Unlike an online shop, creators have control over the timeline and final project delivery. Our Trust & Safety page goes into a bit more detail on this.
  
  Kickstarters mission is to help support creative freedom and independence. Our site operates on a system of trust and we expect creators to be honest with their backers when they are encountering unexpected delays or changes to their project timeline.
  
  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. 
  
  While we can and do enforce our Terms of Use, we cant force anyone to complete their project.
  
  We will continue to monitor the situation with this project and the creator.
  
  Best,
  Kickstarter

• Initial Complaint

  Date:03/20/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  ***************************************************************************************************************** Kickstarter project, ongoing criminal activity. Billed credit card with zero intent of providing a product. 80% of all Kickstarter projects are legit honest folks, sure there are delays in creating new products, but this is a scam. Poster keeps posting lies about updates with not intent of ever providing a product.Kicker starter the company provides zero protection for consumers, its almost like the cater to these quick scammers taking theres commission and leaving customers (like me) high and dry.I hav.e no idea how to fix this, be it verified creators or having Kickstarter verify the creators.Trying to get a refund from my credit card company has proven impossible..Please help!!*********************** Cell: ************