Kickstarter

Creator Julie Martin-Paff 4 days ago

I emailed you previously about getting a new filter & filter cover but I never heard anything back? I'd like the gasket also! I was a $30 pledge & I have been unable to enjoy my mason shaker :(

Creator Gereon on May 8

Like Sara, I still have not received the replacement for the stuff I sent you back in February. Any updates on this?

Creator Jason TS Chiu on May 6

Hi Eric,

I have sent back the cocktail shaker lids (all 3 parts) from Australia back to the US. A replacement part have been delivered consisting of a Silicon gasket, the filter and filter cover but nothing to screw all this to the Mason jar.

Please could you sent a screw lid to me.

Creator Larry Tyner on May 2

If the gasket is an off the shelf item we can purchase from another vendor, please pass that info along so I can solve my leaking shaker problem.

Creator Sara Marsden on April 28

Hi Eric,

As I sent my lids back to you in February, when am I going to find out if they have being shipped back to me. I am currently cocktail shaker poor and would like to be ready for the winter party season.

Creator Joakim Elm on April 26

Eric- any news about the missing shipment?

Creator Keith Kostelecky on April 24

Eric,
Email sent.
Thanks.
Keith

Creator Keith Kostelecky on April 24

Eric,on March 26 you replied you were sending me a gasket. I inquired about it on April 10 and am doing so again today. I still have not received it. If you are not going to send it, please let me know and I'll research and purchase my own gasket.

Creator Kristel Wyman on April 22

Hi Eric, Just wondering if mine has been shipped yet?

Creator Jackie on April 22

Update: I received the replacement caps/lids/gaskets over the weekend and they work great! Cocktail mixing will never be the same. Thanks Eric!!!

Creator Jackie on April 16

I haven't received the gaskets yet either.

On February 1, I sent back my defective lids/caps (I ordered 2) according to the replacement instructions posted here in the comments section. Having not received it by mid-March after waiting more than the appropriate amount of time ("within 4 weeks" per the replacement instructions), I sent a msg on March 19 and received a reply that my new lids/caps/gaskets would be sent March 21st. Sent another msg on April 2, received response that they did indeed ship and was asked to reconfirm my address. Reconfirmed same day, still haven't received anything. Sent another msg on April 8. Still waiting for response / shipment.

Creator Larry Tyner on April 15

It has been 2 weeks, since the week of March 26, anyone received the gaskets yet? As of today, I have not.

Creator Keith Kostelecky on April 10

Eric,
I never received the gasket. Can you check to see if you mailed it?
Thanks,
Keith

Creator Brian Reed on April 4

I'd love a gasket for mine also. Brian

Creator Div3r5ity on March 28

Eric please send me a gasket as well. Thanks

Creator Keith Kostelecky on March 24

Eric,
I had posted a while back about my lid leaking. Late to the party here about sending the lid back for replacement but in reading your last post, it sounds like you're still working on a solution. So should I send my leaky lid back to you, or wait until you have a gasket solution?
Thanks.

Creator Kristel Wyman on March 21

Hi Eric, Thanks for getting back to me six weeks ago but I am still waiting to be contacted as you said you would. I'm sure you're super busy but it's just crazy to make customers, especially such eager ones, work so hard just to get what they paid for.

Has anyone received their replacement lid? Spring is here and I have parties coming up... I was looking forward to using this.

Creator LucB on February 25

On Feb 13th you mentioned you'd work out the issue "this week" and contact us directly. So ... What's up?

Creator Gereon on February 22

I also find it highly irregular to have customers, particularly those who paid extra for international shipping, pay for replacements of defective products. At the very least, reimburse the postage paid for sending stuff back to you.

Creator Craig Hicks on February 18

Hi, Eric, my shaker's seal doesn't leak, but the cap is impossible to remove from the strainer after I put it on unless I unscrew the entire lid. Does your new version address this issue?

With best regards,

Craig

Creator Amber Parkin on February 18

Hi guys, still haven't received a shaker or any sign that you've attempted to send me one. Again, I'd like to express my disappointment. Like George below, I'm just going to write this $30 bucks off :( I hope as you take this commercial your customer service improves dramatically.

Creator Dean McClure on February 15

Hi guys, I too have an issue with leaky seal and have been unable to use my shaker. Would you happen to have a system in place for managing this issue for international backers such as myself? If you could contact me that would be greatly appreciated. Thank you

Creator Sara Marsden on February 14

Sent the cap and lid off to your guys from Melbourne, Australia. It cost more to post the lid to you then it did you for you post it to me.

Creator William Gravely on February 12

Would you consider sending me two caps and two lids free of charge to offset the postage charge I will be paying to get my defective cap and lid shipped to you?

Creator Simon on February 12

I too received the email with a link to this page saying the exchange program details would be found here. Looks like comments from users like me are pushing the details down the page and it took a while to figure that out. Would be more useful if the email link pointed to a page with the details only.

Which are as follows...

=====================================

What you do: Send us the cap and lid to your Kickstarter-edition Mason Shaker® to the following address:
W&P Design LLC
119 Ingraham Street, #324
Brooklyn NY 11237
Please print and include the following information with your Mason Shaker® cap and lid-
Name:
Return Address for Shipping:
Email:
Phone Number:
What you get: Within 4 weeks you will receive in the mail a new cap and lid, free of charge!
Thank you again for your support and we look forward to sharing some exciting announcements with you in the near future!
Josh W. and Eric P.
Partners
W&P Design

Creator Steve Taylor on February 12

I also have a leaky lid. Look forward to news on how I can get it replaced. Still love the concept...

Creator Justin Pierce on February 12

How do I go about replacing my leaky lid? I got linked here for the replacement program but am confused about how to go about it all..

Creator Jill on February 12

I need to know how to apply for the replacement. My lid/ cap arrived bent. How can I get a replacement?

Creator Justin on February 12

I've contacted you guys twice since the day the defective original arrived without a response.

While it is a great idea, the product is useless at present.

Below you mention an exchange program and that you'll be messaging us individually. Well I haven't heard from anyone.

It seems that with this, my third communication to you regarding this issue, that the burden is most certainly on you to remedy the situation.

You'll understand why I have zero confidence at the moment given the absolute lack of any direct help with your defective product.

So now the burden is on me to take further action and send you the cap and lid? Amazing.

Creator Julie Martin-Paff on February 12

Can you send me a new cap? Mine got stuck so I chucked it & now I see that there is a replacement available!

Creator Kristel Wyman on February 11

eric, i still haven't heard back since i wrote in early december. not very impressed. i was quite excited about this product. i already paid more for this than they now sell them at west elm for (and i think west elm would be better with the customer service aspect!) and do not want to have to go buy an envelope and pay for shipping to return a dented lid. i hope you'll make this right.

Creator LucB on February 6

I'm shocked ... You're expecting all of your backers to follow-up on this production issue themselves? I've told you about the problems with both my shakers right after I got them.
Like Jason, I also paid extra to get them shipped to Australia. You know I backed two, you know they're both faulty ... ship me two new ones please. You consider the comments section to be the right platform to inform people about your solution as opposed to doing the right thing and emailing all backers. By that logic, it means that everyone who complained about their faulty product in these comments should automatically receive the new lids.
Do the right thing ... please

Creator Div3r5ity on February 4

can you ship me out a replacement lid and cover? i can't send you the old one back cuz my girlfriend got pissed that it wouldn't come off and broke it and threw it away i think. thanks

Creator Jason TS Chiu on January 30

@ Eric - Concerning the lids not working:

For the exchange program, this will not work well for international pledges like me who live in Australia. Seriously, we paid extra for the shipping for the original product. The product is defective but now I have to pay more to resolve the problem which may not resolve the issue (leaking lids with no seal).

There has to be a better way.

Creator George Bruno on January 17

At this point I am just considering my $30 as lost since my Shaker doesn't work and my lid won't even come off. The amount of time it has taken for this "solution" to be put in place is mind numbing. The fact that you announced it on the comments section instead of sending an email to all your backers just reinforces my thoughts of professionalism, or lack thereof, exhibited by Eric and his partner.

My emails to Eric started on November 27. On December 6, I was told a replacement lid had been shipped to me. On December 20 after not receiving the replacement I sent an email to Eric and was told he would send another one right away. I I confirmed my address again and on January 11 I sent another email since I had not received the lid. At that time I was told there are a limited number of lids and Eric can't continue to ship things that don't get delivered...as if this was somehow my fault. After another email to Eric on the same day he stated he would send me the tracking numbers on Monday (January 14.) Not sure why he couldn't just track the lids on his own and find out why there weren't delivered or why I as a paying customer should be expected to track down his own lid, but that was the expectation. On January 14, I never received an email with a tracking number. On January 16, I sent an email expressing my disappointment with the lack of follow through from Eric.

Today, almost four months after I paid for my Mason Shaker whose lid doesn't come off, I am taking my complaints public.