NA email me, guess what?
"I am still trying to track your package and find out where it is so that we can find a resolution to this situation and get your package to you. "
HAHAHA.
@Sue Matthews Well, if it was just an email from NA I admit I would take it with a grain of salt. But the email I received was from Kickstarter.com.
"Your pledge has been refunded.
The creator of Smart Parka - The World's First Complete Winter Coat has issued a refund of CA$ 305.00 to your original payment method. Please allow up to ten business days for this refund to reflect on your bank account. "
Since the charge was through kickstarter, the refund should come through kickstarter, and this email is consistent with that. So I believe it. We will see in 9 days.
Coat returned and received by warehouse on January 17,2017. I was informed that it takes 10 business days to get refund back. It has been past that and refund still not in account. When I emailed about the issue their reply was creating a ticket number with another promise of a reply in 24 hrs. It has been past that as well.
For people in the same boat as me here are links that might be useful for you. I got it off of another unhappy backer.
If this refund situation doesnt get sorted within this week I will file a lawsuit. Im tired of the over promising and undelivering track of this company.
@Syed You and I are in the exact same boat. I did get an email from Kickstarter at least saying a refund has been issued (minus another bullshit $10 for handing, that was not specified in their return policy). But now I need to wait another 10 business days. All-in-all don't expect to get a refund for at least 1 to 1.5 months
All: If you noticed that your coat has zero down in it and doesn't have other things that they promised, you were sold a false bill of sale. What? I have to pay for shipping for the product you all lied about? I saved my emails in which your VP told me that my coat would have features that it does not. I saved your website when you promised us features and never mentioned that they were changing.
So much for "Suggested Retail: $740 - We will never offer this coat for a price lower than this deal after the end of this campaign."
If you want, buy this crappy polyester coat for $350 (or save yourself and pick up a North Face filled with down for the same price)- https://www.touchofmodern.com/sales/north-aware… Called my attorney last week to run by what had happened and get his take. Meeting with him later today to check on drafted letter. Will do as @Susan Bonowitz suggested as well. Filing with BBB in my state and Canada. Thank you everyone!
@re.design, I emailed orders@northaware.com in the wee hours this morning and got a bot email to set up a return account. When did you get yours back "undeliverable"?
Curious as to whether anyone else was given the same tracking number, to make sure I am not watching a bulk shipment, rather than my individual shipment on dhl:
I was told to email orders@northware.com to start to process my return and email bounced back. I emailed customer service but no reply. Anyone else had this issue?
For EU backers: I also called the German company that helps deal with the customs issue, they said the Chinese marked the coats as 22 Euros worth and they gave them a few options - to pay customs, to destroy the coats or something else (don't remember). I was told that the customs were paid and that we (EU backers) should not pay anything. I find that a bit weird but who knows, maybe we'll get lucky. Anyways I sent them the form filled with the first option, no need to send any receipt. Now we wait 14 days...
Has anyone received an email about "missing address/color/size"? When I log into my account at NA, I can see some kind of completed order with Complete status, but in Orders section there is no order. So there's another excuse for not refunding as promised? What about organizing more people to act together against NA? I'm getting really angry now, because my two emails from January are still unanswered, NA numbers 7702 and 12090. Is there anyone who has a lower number unanswered ticket? :-D
The Customs Message is NOT from German Customs but a Private shipping Contractor.
We are supposed to pay them to get it through Customs in addition to import tax.
"Amanda Thorne was kind enough to finally respond to my e-mail. Unfortunately, if you're in the same boat as me, (two jackets, early backer, located in New York) I've been advised that my jackets have not even shipped out yet - hence the lack of tracking e-mail."
LOL! Wasn't Amanda Thorne the name of the character from the show "Revenge"??! Or am I just delirious from an insane virgin Kickstarter experience and the most surreal US election year evar??
Folks, NA followed up on my recent email today. Their communication was good with me. They have processed my refund and I received an email from kickstarter.com memorializing the refund, and that the money will be back in my account within ten days.
@Maheen If you consider my experience reasonable then I don't know what kind of companies you deal with. But there is common sense in how you deal with customers. For example:
1. Respond within a reasonable amount of time with a timeline of when things will get resolved. Waiting 10 days for a response with multiple follow-ups is not reasonable.
2. Don't over promise and under deliver.
3. Be proactive in your communication. Don't wait for your customers to reach out to you.
4. Don't delete customer posts
If you think the above is ok for a company that raised $3.2M on Kickstarter then we'll just have to disagree :)
Maheen that's what I thought too but I live just 20 minutes away from where the company is located so it didn't make sense to me. It's just disappointing they didn't mention the price of it at all until now. I assumed shipping and handling would both fall under the $10 which is what most companies state and do. The company just seems so opaque to me.
@Vivian The shipping and handling that is deducted probably depends on where the backer lives (Canada would obviously be less for S&H and Int'l would be more). I am sure if you emailed someone there that they would be able to explain the break down to you.
Daniel, the link they have provided us to conduct returns and exchanges states in the first line it's 100% minus shipping. They did not mention handling at all and if they were to deduct handling they should of clearly stated what the handling price was when we made the pledge. I was only told about the $10 for shipping to Canada and am only now being told that $20 of my $315, which I originally thought was for the jacket was actually a handling fee which will not be refunded. I also don't understand why different people receive different handling fees while Betty wasn't charged any handling fees.
Vivian, it says on their FAQ page under refunds 100% refund (minus S&H)
What is your refund policy?
You can cancel your order anytime before the delivery of the coat for a 100% refund (minus S&H). After the products are shipped, we have a 30 day return policy. Click here to see how to return your products.
I got a refund today for $295 out of my original $325. $10 was for shipping which is fine but they decided to take another $20 for "handling fees". My shipping fees were very clearly stated to me when I pledged my amount but no where did it say handling fees were included in my $315 pledge. A few comments below me Betty got a full refund minus just shipping fees and Jason got a $10 handling fee deduction. Why is this different for each refund and why did they not state it on their return page, https://northaware.com/returns it clearly states 100% refund minus the shipping. No where does it mention handling fees. This company is absolutely horrible.
ordered two women's - expedition and classic...returning both....cost $84 to ship it from NYC to Ontario via Priority Mail International...This seemed to be the most inexpensive option that tracks the package to delivery for a 9 pound parcel. Supposedly, it's cheaper if sent as a 4 pounder... Weigh your options before shipping it back.
Report it to Canadian media: go to Pat Foran- he does a well known segment on consumer issues. Send him your experience and a link to this page so that he sees the comments . He'll go after NA
http://www.patforan.com/3758/Contact-Pat-Foran.htm
Also, call your credit card company/bank and let them know your situation. I was informed that because they charged my card in March 2016 that it has been too long to dispute the charges and North Aware is probably aware of that and that they have screwed us all.
Report NorthAware to KickStarter. I reported them a few weeks ago and received a form letter but if more people report this scam company, perhaps Kickstarter will get involved.
I'm still waiting on hearing back from them but very seriously considering a class action law suit. There are way too many of us disgruntled backers here.
I received my coat the second weekend of January and I love it.
I just want to say I LOVE this thread! The ship is sinking and is on fire, Brendan jumped off sometime ago. unfortunately for him, the water he jumped into is full of oil, and the fire is coming. If you treat your customers like crap, then you will not succeed. Bye bye NA.
Tried to return my jacket. Got my return authorization from Brendan and spent $26.05 to ship it back. The package was refused yesterday. The shipping company tried to reach someone at NorthAware and like the rest of us trying to reach someone, no answer. I tried several times to cancel the order because it was so late and could never reach anyone and emails were ignored. When the coat finally shipped, it took weeks to get to me. I am still waiting for someone to respond to my ticket I put in yesterday. Someone from FB said the only reason it would have been denied is that duties weren't paid. I've screen grabbed from their website and I have the emails. There is NOTHING that says anything about paying duty tax in addition to paying shipping to return the item and that they will not refund the shipping to get it to me even though I tried to stop it from being shipped. I am backer number 366 and ordered a coat with a fur lining and real down filling. Not the faux crap they are using now.
I have spoken with AMEX who will be escalating this and will be reaching out to Kickstarter about the way that North Aware is handling things. After reading the complaints that they've seen they do not want to be in business with this company.
NorthAware is a scam and I will be filing reports with the Attorney General in the United States as well as in Canada along with the Better Business Bureau. I have tried for weeks to speak with someone. I realize they are busy but that's not my problem. I've already missed having a coat for half the winter (mine wasn't even delivered until Mid January). NOT HAPPY AT ALL WITH THIS SHEISTER COMPANY!
Maheen, I'm not calling it a scam because i received my items later than expected and am being unreasonable. You're generalizing legitimate complaints by other backers just because you personally had a good experience. Instead of selectively replying to specific comments, NorthAware could have uploaded a 30 second update saying that shipments were delayed - that would have gone a long way with many backers. People are unhappy with NorthAware because THEY sent an update indicating that ALL items were shipped out when they actually had not even generated shipping labels for a large majority of backers. I'm unhappy because I did not order a non-machine washable, synthetic down jacket with a scarf that pulls over my face to strangle me, that does not match the size chart they provided that I carefully measured when determining which size to order. I'm also unhappy that it wasn't until I reached out twice after all orders were supposedly long shipped, to receive an e-mail indicating that my order happened to be one of the "few" delayed. I've backed other projects, some delayed for years that I have no issues with. My issue is the lack of concern for backers - Jamil Khan has had plenty of time for interviews touting the success of his project, and selling full price jackets on his retail site, but little regard for the original backers who made his project a reality. His retail site also indicates the women's vogue has waist cords - yet somehow my jacket "delayed for quality control" doesn't.
I just emailed today stating that its my 10th business day and the funds is still not back in my account. I got a ticket number from their website created stating I will get a personalized reply in 24 hrs. More waiting. I talked to my bank already and they mentioned a lawsuit as an option. I am currently looking into this.
Also, for those who have tracking numbers that don't lead anywhere, there is also a glitch of some kind with checking dhl.com vs http://webtrack.dhlglobalmail.com/
The main webpage won't pull up tracking info, but the second one will. Go figure. I'm still returning my coats. I've done online purchasing enough to trust the poor reviews that are well-written and detailed enough to reflect points that I would have considered important myself. If you disagree, by all means, keep your $300 coat that is way overpriced.
@Maheen, for $400-$600US, we have every right to be upset with a company who spends so much time trying to save face rather than fix their logistical issues. Save your reasonable diplomacy for a company who •respects• the hardworking customers who spend hundreds of dollars based on faith.
I am disappointed to see the negative comments here on KS. I have said it before, and I will say it again that some of these comments are unreasonable. The company is doing the best that they can as a small company. They are not a huge business with a hundred customer service reps. I think we should cut them some slack. They must be very busy and I am sure they are working through things as quickly as they can with the people that they have. I, myself, have never been disappointed or had an issue with their customer service. I don't think it's fair that you guys are calling them a scam because things are not moving at as fast of a pace that you'd like.
10th business day today since the 17th January when the warehouse received my coats back. Still no refund in my account. This is why I didnt want an exchange because I just want this to be over and done with.This entire thing has turned me off against kickstarter for good.
Just an update: If you decide to post a bad review on their Facebook page, they will delete it and block you. This is disappointing and makes the company seem like a scam.
@ Morrie Shepard Killian, I'm in New York and finally received my two jackets yesterday: One women's vogue and one men's classic. I don't love the giant jackets, but am just fed up with NorthAware , and so will end up keeping them (I have a feeling this is what they expect from most unsatisfied customers). The jackets are warm, and the gloves fit into the pocket without adding too much bulk (too bad they don't fit my hands). The vogue women does not have the ability to adjust or tighten the hood, so with the slightest breeze, it's going to fly off my head. There really didn't seem to be much quality control on these jackets (loose threads, velcro cheaply sewn onto the classic men's jacket, hood that can't be adjusted). I'm drowning in the jacket due to incorrect size chart provided. While this may not have been NorthAware's intention, their lack of proper communication regarding their "improvements" and makes this project feel more like a bait and switch scam. Also, if I wanted a dry clean only jacket, I would have bought a much nicer jacket - these feel and look more like counterfeit Canadian Goose.
I sent my jacket back on January 16th to be exchanged for a larger size. After two emails back and forth, I cannot get a clear answer on when I might be getting another jacket. Will I ever get it? With people talking about bankruptcy and the consistent lack of clear communication, I'm tempted to just ask for a refund. I'm also afraid that if I do that, then I won't get a coat or my money back.
Disappointed and frustrated.
This scam of a company completely over promised and under delivered. Promised to be 100% down, changed to 10%. Promised to be Canadian made, made in China. Supposed to fit properly (slim fit for classic), fits like one of those over sized suits you bought off the rack. What a poor excuse for a Canadian company.
I just want to share my shitty experience with anybody who is planning to buy from North Aware. Keep in mind all my emails were polite as I understand CSRs are just doing their job, but this is the worst (not just one of the worst) customer service experiences I've ever had.
12/15 Inquired about a return
6 Follow-up emails to pull teeth on a return policy
12/22 North Aware finally confirmed they would refund the amount pledged (minus shipping)
12/29 Submitted my return with all the necessary information
Promised a 48 hour response... nothing (Sure it's the holiday season, I get it, then don't promise a 48 hour response!)
1/4 Follow-up email on "what the fuck is going on??? - worded more politely"
1/5 Facebook message sent since nobody responded by email
1/10 North Aware finally confirms that I can send back the package
1/13 Package delivered and accepted at North Aware warehouse
6 Follow-up emails to pull teeth on a status update on the return
1/31 Email from Kickstarter indicating North Aware returned $300 of the $320 paid (minus $10 for shipping)
As a kicker, they decided to take an extra $10 for a handling fee...
10 business days to process package (14 days total)
10 business days to process refund (14 days total)
If you submit a return, don't expect to get your money back for at least a month
TLDR: Shitty product, over promised / under delivered, worst customer service experience, hidden extra fees
What would I give this out of 10?
Product: 0 / 10
Customer Service: -10 / 10
FYI all EU customers with the same problem:
1. Can someone from Germany please call the customs office and ask them about this? The phone number is in the pdf attached. Specifically it's important to understand if they intend to make us pay customs, and how much. I'd also appreciate it if a German speaker can ask about other EU countries - will we pay customs in our own countries or do we have to pay in Germany (which doesn't make sense).
2. notice christine@northaware.com is CCed on this email from Germany customs.
This connects me to the phone call i had with Brendan a few months ago, back when he was actually answering phones, where he said that the coats were never meant for European customers. This of course caught me by surprise because a few months before that i asked NA by message how they will treat EU customers and they assured me they will take care of us. Of course, back then the project was still ongoing and they wanted my money...
Use this space to cheer the creator along, ask questions, and talk to your fellow backers. Please remember to be respectful and considerate. Thanks!
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Show older commentssogetsu 3 minutes ago
NA email me, guess what?
"I am still trying to track your package and find out where it is so that we can find a resolution to this situation and get your package to you. "
HAHAHA.
Vinnie Vegas 32 minutes ago
@Sue Matthews Well, if it was just an email from NA I admit I would take it with a grain of salt. But the email I received was from Kickstarter.com.
"Your pledge has been refunded.
The creator of Smart Parka - The World's First Complete Winter Coat has issued a refund of CA$ 305.00 to your original payment method. Please allow up to ten business days for this refund to reflect on your bank account. "
Since the charge was through kickstarter, the refund should come through kickstarter, and this email is consistent with that. So I believe it. We will see in 9 days.
Sue Matthews 40 minutes ago
@Vinnie Vegas. And you believe that??!??
Maheen about 1 hour ago
@Syed you should send them a FB message and I am sure someone will take care of it for you.
D.W about 2 hours ago
Coat returned and received by warehouse on January 17,2017. I was informed that it takes 10 business days to get refund back. It has been past that and refund still not in account. When I emailed about the issue their reply was creating a ticket number with another promise of a reply in 24 hrs. It has been past that as well.
For people in the same boat as me here are links that might be useful for you. I got it off of another unhappy backer.
=======
Susan Bonowitz
For US customers, here is a link to file a complaint with the Attorney General.
http://www.ncdoj.gov/…/59be4357-41f3-43…/Complaint-Form.aspx
Here is the link to file a complaint with the Canadian Department of Justice:
https://www.consumerbeware.mgs.gov.on.ca/…/en…/complaint.jsp
Here is how to file a complaint with the Better Business Bureau in Canada:
https://www.bbb.org/…/north-aware-in-toron…/file-a-complaint
Cynthia about 22 hours ago
Report it to Canadian media: go to Pat Foran- he does a well known segment on consumer issues. Send him your experience and a link to this page so that he sees the comments . He'll go after NA
http://www.patforan.com/3758/Contact-Pat-Foran.htm
=======
If this refund situation doesnt get sorted within this week I will file a lawsuit. Im tired of the over promising and undelivering track of this company.
Jana about 3 hours ago
@mina: My number dates and locations differ. Seems to be individual data.
Jason Chung about 3 hours ago
@Syed You and I are in the exact same boat. I did get an email from Kickstarter at least saying a refund has been issued (minus another bullshit $10 for handing, that was not specified in their return policy). But now I need to wait another 10 business days. All-in-all don't expect to get a refund for at least 1 to 1.5 months
Syed Jacob Jilany about 3 hours ago
@Vivian Nguyen When did they receive your coat? And you just got your money today? They received my coat 1/13/2017, but I still do not have my money.
Shana Burns about 4 hours ago
All: If you noticed that your coat has zero down in it and doesn't have other things that they promised, you were sold a false bill of sale. What? I have to pay for shipping for the product you all lied about? I saved my emails in which your VP told me that my coat would have features that it does not. I saved your website when you promised us features and never mentioned that they were changing.
So much for "Suggested Retail: $740 - We will never offer this coat for a price lower than this deal after the end of this campaign."
If you want, buy this crappy polyester coat for $350 (or save yourself and pick up a North Face filled with down for the same price)- https://www.touchofmodern.com/sales/north-aware…
Called my attorney last week to run by what had happened and get his take. Meeting with him later today to check on drafted letter. Will do as @Susan Bonowitz suggested as well. Filing with BBB in my state and Canada. Thank you everyone!
Andrea Kelly about 4 hours ago
Emily Thorne and Amanda Clark were the characters on Revenge. Funny thought, though!
If you're having an issue with responsiveness, a polite Facebook message may help you. Worked for me this morning.
May the odds be ever in your favor.
Jennifer Chan about 4 hours ago
@mina - the revenge character was Emily Thorne, but if I were customer service rep working for this company, I would use a pseudonym...
Mina about 6 hours ago
@re.design, I emailed orders@northaware.com in the wee hours this morning and got a bot email to set up a return account. When did you get yours back "undeliverable"?
Mina about 6 hours ago
Curious as to whether anyone else was given the same tracking number, to make sure I am not watching a bulk shipment, rather than my individual shipment on dhl:
http://webtrack.dhlglobalmail.com/…
Was I given my actual package to track or is this bogus as well?
re.design about 6 hours ago
I was told to email orders@northware.com to start to process my return and email bounced back. I emailed customer service but no reply. Anyone else had this issue?
Roni Stern about 7 hours ago
For EU backers: I also called the German company that helps deal with the customs issue, they said the Chinese marked the coats as 22 Euros worth and they gave them a few options - to pay customs, to destroy the coats or something else (don't remember). I was told that the customs were paid and that we (EU backers) should not pay anything. I find that a bit weird but who knows, maybe we'll get lucky. Anyways I sent them the form filled with the first option, no need to send any receipt. Now we wait 14 days...
Barez Bastani about 7 hours ago
Ho ho ... It seems the jacket is not costing 799$ anymore on their website ... They lower the price to 449. We got so so so so screwed ...
zajiczech
Superbacker
about 9 hours ago
Has anyone received an email about "missing address/color/size"? When I log into my account at NA, I can see some kind of completed order with Complete status, but in Orders section there is no order. So there's another excuse for not refunding as promised? What about organizing more people to act together against NA? I'm getting really angry now, because my two emails from January are still unanswered, NA numbers 7702 and 12090. Is there anyone who has a lower number unanswered ticket? :-D
Chris Day about 12 hours ago
An update for those in Europe and dealing with the Frankfurt customs agent. I asked them when I would expect to receive my goods...
Dear Chris,
as we know, you will receive the package within the next 14 days.
Bst rgds,
Yasmina
Koukaras-Tsismilis & Petricevic GbR
Cargo City Süd Geb. 537 A
60549 Frankfurt
Hauke Wedekind about 13 hours ago
The Customs Message is NOT from German Customs but a Private shipping Contractor.
We are supposed to pay them to get it through Customs in addition to import tax.
Mina about 14 hours ago
@Jennifer Chan:
"Amanda Thorne was kind enough to finally respond to my e-mail. Unfortunately, if you're in the same boat as me, (two jackets, early backer, located in New York) I've been advised that my jackets have not even shipped out yet - hence the lack of tracking e-mail."
LOL! Wasn't Amanda Thorne the name of the character from the show "Revenge"??! Or am I just delirious from an insane virgin Kickstarter experience and the most surreal US election year evar??
Vinnie Vegas about 19 hours ago
Folks, NA followed up on my recent email today. Their communication was good with me. They have processed my refund and I received an email from kickstarter.com memorializing the refund, and that the money will be back in my account within ten days.
Good luck, folks.
Jason Chung about 23 hours ago
@Maheen If you consider my experience reasonable then I don't know what kind of companies you deal with. But there is common sense in how you deal with customers. For example:
1. Respond within a reasonable amount of time with a timeline of when things will get resolved. Waiting 10 days for a response with multiple follow-ups is not reasonable.
2. Don't over promise and under deliver.
3. Be proactive in your communication. Don't wait for your customers to reach out to you.
4. Don't delete customer posts
If you think the above is ok for a company that raised $3.2M on Kickstarter then we'll just have to disagree :)
Vivian Nguyen 1 day ago
Maheen that's what I thought too but I live just 20 minutes away from where the company is located so it didn't make sense to me. It's just disappointing they didn't mention the price of it at all until now. I assumed shipping and handling would both fall under the $10 which is what most companies state and do. The company just seems so opaque to me.
Maheen 1 day ago
@Vivian The shipping and handling that is deducted probably depends on where the backer lives (Canada would obviously be less for S&H and Int'l would be more). I am sure if you emailed someone there that they would be able to explain the break down to you.
Vivian Nguyen 1 day ago
Daniel, the link they have provided us to conduct returns and exchanges states in the first line it's 100% minus shipping. They did not mention handling at all and if they were to deduct handling they should of clearly stated what the handling price was when we made the pledge. I was only told about the $10 for shipping to Canada and am only now being told that $20 of my $315, which I originally thought was for the jacket was actually a handling fee which will not be refunded. I also don't understand why different people receive different handling fees while Betty wasn't charged any handling fees.
Daniel Stan Mikolajczyk 1 day ago
Vivian, it says on their FAQ page under refunds 100% refund (minus S&H)
What is your refund policy?
You can cancel your order anytime before the delivery of the coat for a 100% refund (minus S&H). After the products are shipped, we have a 30 day return policy. Click here to see how to return your products.
Susan Bonowitz 1 day ago
Update and a better link...for filing a complaint with Canada, use this link:
https://www.consumerbeware.mgs.gov.on.ca/esearch/compform/english/complaint.jsp
If filing in the United States, google your own state's attorney general and file a complaint on your state's web site.
The link for filing a complaint with the BBB in Canada is correct below.
Vivian Nguyen 1 day ago
I got a refund today for $295 out of my original $325. $10 was for shipping which is fine but they decided to take another $20 for "handling fees". My shipping fees were very clearly stated to me when I pledged my amount but no where did it say handling fees were included in my $315 pledge. A few comments below me Betty got a full refund minus just shipping fees and Jason got a $10 handling fee deduction. Why is this different for each refund and why did they not state it on their return page, https://northaware.com/returns it clearly states 100% refund minus the shipping. No where does it mention handling fees. This company is absolutely horrible.
Maheen 1 day ago
@Caren your gloves are probably being sent in another shipment separately. That is what happened to ours.
Judy 1 day ago
ordered two women's - expedition and classic...returning both....cost $84 to ship it from NYC to Ontario via Priority Mail International...This seemed to be the most inexpensive option that tracks the package to delivery for a 9 pound parcel. Supposedly, it's cheaper if sent as a 4 pounder... Weigh your options before shipping it back.
Cynthia 1 day ago
Report it to Canadian media: go to Pat Foran- he does a well known segment on consumer issues. Send him your experience and a link to this page so that he sees the comments . He'll go after NA
http://www.patforan.com/3758/Contact-Pat-Foran.htm
Susan Bonowitz 1 day ago
For US customers, here is a link to file a complaint with the Attorney General.
http://www.ncdoj.gov/getdoc/59be4357-41f3-4377-b10f-3e8bd532da5f/Complaint-Form.aspx
Here is the link to file a complaint with the Canadian Department of Justice:
http://www.justice.gc.ca/eng/contact/form.html
Here is how to file a complaint with the Better Business Bureau in Canada:
https://www.bbb.org/kitchener/pages/business-reviews/clothing-retail/north-aware-in-toronto-on-1344799/file-a-complaint
Also, call your credit card company/bank and let them know your situation. I was informed that because they charged my card in March 2016 that it has been too long to dispute the charges and North Aware is probably aware of that and that they have screwed us all.
Report NorthAware to KickStarter. I reported them a few weeks ago and received a form letter but if more people report this scam company, perhaps Kickstarter will get involved.
I'm still waiting on hearing back from them but very seriously considering a class action law suit. There are way too many of us disgruntled backers here.
Kyle M. 1 day ago
I received my coat the second weekend of January and I love it.
I just want to say I LOVE this thread! The ship is sinking and is on fire, Brendan jumped off sometime ago. unfortunately for him, the water he jumped into is full of oil, and the fire is coming. If you treat your customers like crap, then you will not succeed. Bye bye NA.
Susan Bonowitz 1 day ago
Tried to return my jacket. Got my return authorization from Brendan and spent $26.05 to ship it back. The package was refused yesterday. The shipping company tried to reach someone at NorthAware and like the rest of us trying to reach someone, no answer. I tried several times to cancel the order because it was so late and could never reach anyone and emails were ignored. When the coat finally shipped, it took weeks to get to me. I am still waiting for someone to respond to my ticket I put in yesterday. Someone from FB said the only reason it would have been denied is that duties weren't paid. I've screen grabbed from their website and I have the emails. There is NOTHING that says anything about paying duty tax in addition to paying shipping to return the item and that they will not refund the shipping to get it to me even though I tried to stop it from being shipped. I am backer number 366 and ordered a coat with a fur lining and real down filling. Not the faux crap they are using now.
I have spoken with AMEX who will be escalating this and will be reaching out to Kickstarter about the way that North Aware is handling things. After reading the complaints that they've seen they do not want to be in business with this company.
NorthAware is a scam and I will be filing reports with the Attorney General in the United States as well as in Canada along with the Better Business Bureau. I have tried for weeks to speak with someone. I realize they are busy but that's not my problem. I've already missed having a coat for half the winter (mine wasn't even delivered until Mid January). NOT HAPPY AT ALL WITH THIS SHEISTER COMPANY!
Caren Matyckas 1 day ago
Missing four (4) pairs of gloves with my order; when can I expect delivery?
Caren Matyckas - Backer #1987
Jennifer Chan 1 day ago
Maheen, I'm not calling it a scam because i received my items later than expected and am being unreasonable. You're generalizing legitimate complaints by other backers just because you personally had a good experience. Instead of selectively replying to specific comments, NorthAware could have uploaded a 30 second update saying that shipments were delayed - that would have gone a long way with many backers. People are unhappy with NorthAware because THEY sent an update indicating that ALL items were shipped out when they actually had not even generated shipping labels for a large majority of backers. I'm unhappy because I did not order a non-machine washable, synthetic down jacket with a scarf that pulls over my face to strangle me, that does not match the size chart they provided that I carefully measured when determining which size to order. I'm also unhappy that it wasn't until I reached out twice after all orders were supposedly long shipped, to receive an e-mail indicating that my order happened to be one of the "few" delayed. I've backed other projects, some delayed for years that I have no issues with. My issue is the lack of concern for backers - Jamil Khan has had plenty of time for interviews touting the success of his project, and selling full price jackets on his retail site, but little regard for the original backers who made his project a reality. His retail site also indicates the women's vogue has waist cords - yet somehow my jacket "delayed for quality control" doesn't.
D.W 1 day ago
I just emailed today stating that its my 10th business day and the funds is still not back in my account. I got a ticket number from their website created stating I will get a personalized reply in 24 hrs. More waiting. I talked to my bank already and they mentioned a lawsuit as an option. I am currently looking into this.
Mina 1 day ago
Also, for those who have tracking numbers that don't lead anywhere, there is also a glitch of some kind with checking dhl.com vs http://webtrack.dhlglobalmail.com/
The main webpage won't pull up tracking info, but the second one will. Go figure. I'm still returning my coats. I've done online purchasing enough to trust the poor reviews that are well-written and detailed enough to reflect points that I would have considered important myself. If you disagree, by all means, keep your $300 coat that is way overpriced.
Mina 1 day ago
@Maheen, for $400-$600US, we have every right to be upset with a company who spends so much time trying to save face rather than fix their logistical issues. Save your reasonable diplomacy for a company who •respects• the hardworking customers who spend hundreds of dollars based on faith.
Maheen 1 day ago
I am disappointed to see the negative comments here on KS. I have said it before, and I will say it again that some of these comments are unreasonable. The company is doing the best that they can as a small company. They are not a huge business with a hundred customer service reps. I think we should cut them some slack. They must be very busy and I am sure they are working through things as quickly as they can with the people that they have. I, myself, have never been disappointed or had an issue with their customer service. I don't think it's fair that you guys are calling them a scam because things are not moving at as fast of a pace that you'd like.
D.W 1 day ago
10th business day today since the 17th January when the warehouse received my coats back. Still no refund in my account. This is why I didnt want an exchange because I just want this to be over and done with.This entire thing has turned me off against kickstarter for good.
Jason Chung 1 day ago
Just an update: If you decide to post a bad review on their Facebook page, they will delete it and block you. This is disappointing and makes the company seem like a scam.
Jennifer Chan 1 day ago
@ Morrie Shepard Killian, I'm in New York and finally received my two jackets yesterday: One women's vogue and one men's classic. I don't love the giant jackets, but am just fed up with NorthAware , and so will end up keeping them (I have a feeling this is what they expect from most unsatisfied customers). The jackets are warm, and the gloves fit into the pocket without adding too much bulk (too bad they don't fit my hands). The vogue women does not have the ability to adjust or tighten the hood, so with the slightest breeze, it's going to fly off my head. There really didn't seem to be much quality control on these jackets (loose threads, velcro cheaply sewn onto the classic men's jacket, hood that can't be adjusted). I'm drowning in the jacket due to incorrect size chart provided. While this may not have been NorthAware's intention, their lack of proper communication regarding their "improvements" and makes this project feel more like a bait and switch scam. Also, if I wanted a dry clean only jacket, I would have bought a much nicer jacket - these feel and look more like counterfeit Canadian Goose.
Andrea Kelly 1 day ago
I sent my jacket back on January 16th to be exchanged for a larger size. After two emails back and forth, I cannot get a clear answer on when I might be getting another jacket. Will I ever get it? With people talking about bankruptcy and the consistent lack of clear communication, I'm tempted to just ask for a refund. I'm also afraid that if I do that, then I won't get a coat or my money back.
Disappointed and frustrated.
Barbara 1 day ago
Has anyone in the EU received their coat and if yes have they paid for customs?
Jason Chung 1 day ago
This comment has been removed by Kickstarter.
Jason Chung 1 day ago
This scam of a company completely over promised and under delivered. Promised to be 100% down, changed to 10%. Promised to be Canadian made, made in China. Supposed to fit properly (slim fit for classic), fits like one of those over sized suits you bought off the rack. What a poor excuse for a Canadian company.
I just want to share my shitty experience with anybody who is planning to buy from North Aware. Keep in mind all my emails were polite as I understand CSRs are just doing their job, but this is the worst (not just one of the worst) customer service experiences I've ever had.
12/15 Inquired about a return
6 Follow-up emails to pull teeth on a return policy
12/22 North Aware finally confirmed they would refund the amount pledged (minus shipping)
12/29 Submitted my return with all the necessary information
Promised a 48 hour response... nothing (Sure it's the holiday season, I get it, then don't promise a 48 hour response!)
1/4 Follow-up email on "what the fuck is going on??? - worded more politely"
1/5 Facebook message sent since nobody responded by email
1/10 North Aware finally confirms that I can send back the package
1/13 Package delivered and accepted at North Aware warehouse
6 Follow-up emails to pull teeth on a status update on the return
1/31 Email from Kickstarter indicating North Aware returned $300 of the $320 paid (minus $10 for shipping)
As a kicker, they decided to take an extra $10 for a handling fee...
10 business days to process package (14 days total)
10 business days to process refund (14 days total)
If you submit a return, don't expect to get your money back for at least a month
TLDR: Shitty product, over promised / under delivered, worst customer service experience, hidden extra fees
What would I give this out of 10?
Product: 0 / 10
Customer Service: -10 / 10
DO NOT BUY
Roni Stern 1 day ago
FYI all EU customers with the same problem:
1. Can someone from Germany please call the customs office and ask them about this? The phone number is in the pdf attached. Specifically it's important to understand if they intend to make us pay customs, and how much. I'd also appreciate it if a German speaker can ask about other EU countries - will we pay customs in our own countries or do we have to pay in Germany (which doesn't make sense).
2. notice christine@northaware.com is CCed on this email from Germany customs.
Roni Stern 1 day ago
This connects me to the phone call i had with Brendan a few months ago, back when he was actually answering phones, where he said that the coats were never meant for European customers. This of course caught me by surprise because a few months before that i asked NA by message how they will treat EU customers and they assured me they will take care of us. Of course, back then the project was still ongoing and they wanted my money...
Fi 1 day ago
@Chee Cheong Kwok
Yes that's how I'm reading it. Deep sigh.