Squeak Latex: Buyer Beware

Recently, Squeak Latex has stated they are reopening for new orders soon. While they claim to have changed business practices, the man behind the company, Oz Kangaroo, doesn't show signs of having changed. Before you trust him with your money, consider his treatment of customers such as myself in the past. Read on!

In March of 2016, I commissioned Squeak Latex for a new suit. After some back and forth, a price of $845 USD was agreed on.

TL;DR at the bottom.

(Not included: Initial hellos and inquiry about producing a new suit)

Mar 1, 2016 1:59 PM - Squeak to Av

Great! Looking forward to producing your suit.
squeaklatex@gmail.com is the paypal.
Give me a little bit to get a custom size chart out to you via email. Just need to finish up some orders then I can focus on the production of yours.
Will confirm some things and so on.

Mar 2, 2016 10:45 AM - Av to Squeak

Hiya,
Money has been sent! Once you get the sizing chart, let me know.

Over two weeks later, Squeak responds with a blank size chart:

Mar 17, 2016 3:02 PM - Squeak to Av

Hi,
Attached is the size chart. Fill it out and shoot it through when you have a moment.
Kind Regards

It took a few days to find someone to help measure, so on Mar 28 I respond with the completed size chart and some minor color changes from the previous suit.

Mar 28, 2016 6:19 PM - Av to Squeak

Hi!

I’ve attached the finished size chart. I added a few sizes that weren’t on the chart – such as 40 and 41, and most crucially, 36 (wrist size). The last suit was very very tight in the wrist and I actually had to have it modified by a local latex company so that it would fit better. Also, the inside of the arm was too short – I couldn’t raise my hands above shoulder height. So hopefully this will be better in the new suit.  Let me know if there are any more questions or problems.

Can we make a small change to the color design of the suit? I’ve attached some photoshopped images based on the ones you sent me for the last suit. Please excuse the bad photoshopping. But essentially it would be making all four paws blue. The reason is that white latex discolours easily and by making the parts of the suit that touch other things blue, it hides it better.

The blue paws are cut at a 45 degree angle so that it doesn’t just look like he’s wearing gloves and socks.  Note that the head design in this drawing is still the old design – we were going to go with the other style hood, and that is fine.

Thanks very much!

Mar 29, 2016 12:17 PM - Squeak to Av

Hi,

Awesome! thank you so much, i'll make up the order.I'll see if I can photoshop one of the dogs to look like this and show you.

Thank you again, looking forward to producing him.

Kind Regards

Over a month and a half pass with no updates or no word, so in May I reach out for an update.

May 18, 2016 10:32 PM - Av to Squeak

Heya! Just wanted to check in and see if there’s been any news.
Is there any chance of having this suit by Mid-July?
Thanks!

No reply for another 1.5 months, now making a total of 3 months with no information. Payment was already made in full on March 2, so it has now been over 3 months with full payment.

Jun 8, 2016 10:23 PM - Av to Squeak

Hey,
Haven’t heard from you in 3 months now – any word on this?
Thanks,
Av

A week later, another attempt was made.

Jun 16, 2016 5:28 PM - Av to Squeak

Hi,
Please respond. If you are unable to do this commission in a reasonable time frame, please refund my money and I will be on my way.
Cheers,
-av

After this email, I logged on to Fetlife and noticed that the guy who owns Squeak Latex, Oz, was busy commenting and liking posts on there. So I sent him a message there.

Jun 16, 2016 5:29 PM - Av to Squeak on Fetlife

Hi,
I've been trying to reach you by Gmail and haven't received a response in 3 months.
Please respond.
Thanks!

After the Fetlife message, an email response was immediately received.

Jun 16, 2016 5:30 PM - Squeak to Av

Hi Av,
The suit is in production.
Sorry I've been dealing with a family matter and haven't looked at my emails in a few weeks now.
Currently on my phone.
I apologize for the delay and will be in touch properly soon
Oz

Jun 16, 2016 5:31 PM - Av to Squeak

Thanks. Sorry to hear about family problems.
Will this suit be able to be delivered in July?
Thanks,
-av

Jun 16, 2016 5:33 PM - Squeak to Av

Hi Av,
Doubtful.
Will check for you soon
Sorry

Not a great response for an order already 3 months old, but I remained optimistic.

Jun 16, 2016 5:36 PM - Av to Squeak

Thanks. Please do. Let's shoot for early August.

I wait another month and a half with no updates, and at the end of July I sent this message via both Email and Fetlife:

Jul 29, 2016 10:17 AM - Av to Squeak

Hello,
Can I please get an update on this order?
Thank you,
Av

After 2 days of not hearing anything I filed a PayPal Dispute, knowing I had limited time to do so. It starts as a message to the seller in an attempt to resolve the situation.

A reply was received on Aug 1, a few days later:

Aug 1, 2016 6:26 PM - Squeak to Av

Hello Av,
I'm currently in Australia.
My grandfather has aggressive cancer and I have been helping my parents deal with everything.
I have limited Internet.
There was a delay of around 7 weeks due to issues.
Your suit is in production I promise. I'm pushing orders out as fast as I can.
It's funny, I had been planning to email you yesterday, which would have been before you requested a refund via PayPal, it's just coincidence that you have and I'm emailing you.
I understand you're upset, you have every right to be.

But, I have made for you in the past, you know I'm not conning you out of any money.
I ask that you please give me more time. I'm incredibly stressed and I'm doing my best to juggle everything that is happening.
Family comes first and I had to put a break in the business.
I'll push your suit to the front ahead of others, they've been understanding and where happy to wait.

I'll get it to you ASAP.
Please let me know your thoughts, I really would like to get you in another rubber pup suit.
I hope you can understand my position, I wasn't ignoring you.
Hear from you soon

I never figured I'd have to wait until long past August to get a suit I paid for in March. There was an event I was hoping to use the suit at in August, so I sent this reply.

Aug 1, 2016 6:45 PM - Av to Squeak

Hi,

Thanks for the reply. 
I’m sorry to hear about your grandfather, and I hope you are able to help your family through this difficult time. I wish you and your family the best. 

I ordered from you again despite my better judgment – the quality of the first suit was ok but not great (the zippers weren’t attached properly, there was a leak in the crotch, the arms were too tight, etc.) but I figured that ordering in March for an event in August would be plenty of time. Apparently not … I have only your word that this suit is anything more than a hole in my wallet right now, as you didn’t even respond to me with the promised photo of the design. Communication is essential in any business.  

You told me the suit was “in production” when we last spoke, 1.5 months ago. How long does production take? 

I appreciate your situation but you must also appreciate mine. I’m $1,000 poorer with nothing to show for it. PayPal’s purchase protection ends in a few weeks, which means I will be left holding an empty bag and nothing more than a promise, and that’s a lot of money to throw away. 

So I will offer you four options at this time:
·        Option 1: If you can get the suit finished and shipped here before August 21, I will pay extra for express shipping, up to $100 USD.
·        Option 2: Failing that, on Aug 21 I lose my ability to file a dispute. So I will file a dispute in 2 weeks (by the 14th), just to keep the option open to me. If you are able to ship the suit within the dispute period (30 days or so?) I will cancel or not continue the dispute and the matter will be closed.
·        Option 3: As a show of good faith, refund my money in full now. When the suit is finished and has arrived here, I will pay in full immediately.
·        Option 4: Finally, if you are unable to accept any of those options, you can refund me in full now, cancel the order, and I will drop the matter. I don’t think you will have trouble finding someone else to take the suit when it is finished. 

Thanks for your time.

Aug 2, 2016 5:28 PM - Squeak to Av

Hi Av,
We can keep the PayPal claim as is. I'll push the husky through and send photos when it's done.
Then you can drop the claim from there.
That way, you're not loosing out.
I really want you get this sorted for you Av.
Apologies once again

I wasn't sure I trusted this option -- once I canceled the dispute, I'd have no option to open it again. However, it hadn't yet escalated to a Claim.

Aug 2, 2016 5:42 PM - Av to Squeak

Hi,
No claim has been opened yet... Just a message sent. I have until the 22st before I lose my ability to open a claim.

Aug 2, 2016 5:42 PM - Squeak to Av

Hi Av,
Oh I see.
Sorry, I've never really dealt with one before.
It removed the money from my account, so I assumed differently.
All good, I'll get this pup out as quickly as possible

Aug 2, 2016 5:48 PM - Av to Squeak

Cool, thank you.
I'm not sure why it did take the money, but I will need to escalate it to a claim if I don't see proof of shipment by the 16th or so. It's no worry, if it ends up arriving later, I will cancel the claim. But I also lose my ability to file one if I wait too long.
Thanks, -av

A week and a bit go by, and then on the 10th I receive this email:

Aug 10, 2016 6:13 PM - Squeak to Av

Hi Av,
Just an update.
I'm still on my phone and have been unable to tackle squeak stuff whilst in Australia.
I'm due back on the 19th.
However, as this is past when you can make a claim. I was thinking. If I refund you and then you simply repay. That will give you another few months.
I can get everything rolling and pushed out quickly then.
I've stopped taking on new orders and once all current orders are finished. If I don't find someone to sell the business too. I will be shutting down squeak until I feel I'm ready to start it up again.
Which may be never.
So let me know if you want to be our last pup. I am truly sorry for everything.
I have done my best, but it is all too much for me right now.

Aug 11, 2016 11:42 AM - Av to Squeak

Hi,
Alright, please refund me. I will pay you in full again when the suit is completed.
I wish you luck with the future of the business. You do provide a unique service in the market.

I waited a few days for the refund to come, and when it did not:

Aug 15, 2016 9:06 AM - Av to Squeak

Hi,
I’ve escalated my PayPal claim to PayPal for their review. Since you already agreed to give me a refund, if you do this right away, it should satisfy the claim.
As agreed, I will be happy to pay the full price of the suit, once it arrives here.

Aug 15, 2016 9:28 AM - Squeak to Av

Hi Av,
No problem, I understand.
The phone app of PayPal will not allow me to access any claim section.
I'll get near a computer as soon as possible.
I am happy to refund and I will produce the suit.
You can pay in full when it's finished.
I'll take the risk in that one.
Or, let me know if you just want to forget the whole thing.
Once again, sorry for everything.
I think I'll be closing down squeak for a while once these final orders are out.
I've already stopped taking new ones.
Kind regards.

The terms seemed reasonable, I just wanted to be clear that I would not pay for the suit until it was in my possession.

Aug 15, 2016 9:32 AM - Av to Squeak

Yes, I won’t dick you around. If you ship me the suit and it is in good condition and reasonably what I ordered, I will pay you the full amount. I would still like to finish the order since you already have the suit in production. If I receive a suit and it is unwearable or there is some major issue with it, I will ship it back to you at my expense.

I’m sorry to hear you will be closing down the shop, but you must make the decisions that work best for you.

Aug 15, 2016 9:34 AM - Squeak to Av

Av,
I will not ship with out full payment.
I'm happy to build out of my own pocket. But I won't take the risk that far.
I'm happy to take photos and such before shipping.
Honestly, I think at this stage I best just refund in full and cancel the order.
Sorry it didn't work out.
Kind regards

I found this response sudden and unexpected -- the guy expected me to trust him with my money for nearly 6 months, but didn't trust me to pay after I received the suit?

Aug 15, 2016 9:41 AM - Av to Squeak

Is the suit ACTUALLY in production, or did you just say it was?

I find it kind of unbelievable that you would ask me to pay you in advance again, when you’ve already been holding my payment for 5 months with nothing to show for it.  You are asking me to trust you again, after violating my trust. Do you see a problem with that?

Aug 18, 9:23 AM - Squeak to Av

Hi Av,
I'm packing to catch my flight in a few hours back home.
So I won't be at email for the next 48 hours.
But, I've issued a full refund.
Should have the money back in your account.
However. I will not be producing the suit on my own dime.
I will be finishing current orders and either putting the business on hold or close it completely.
If a buyer comes along for the business. It may keep going.
I would of liked to have pushed your suit out as one of the final suits from squeak.
But, it wasn't meant to be.
In the end. Family came first.
The business suffered because of it. I can't give it the time us deserves so I guess the closes a chapter.
Honestly, it wasn't worth building for the community.
No hard feelings and sorry it didn't work out.

Aug 18, 2016 12:25 PM - Av to Squeak

I was under the impression, from a few emails ago, that the suit was already in production?

I guess you see nothing wrong with holding my money for 5 months while ignoring emails, but aren’t able to trust that I’d be honest and pay you when the suit is complete?

Aug 18, 2016 12:28 PM - Av to Squeak

Also, thanks to these shenanigans, I’ve lost $98 due to credit card fees and exchange rate differences:

 1-Mar-2016
Charge From Credit Card
$1,015.25 CAD

18-Aug-2016
Credit to Credit Card
-$917.86 CAD

Again with nothing to show for it.

I received no further replies from that point forward.

A few things to note here:

• Squeak Latex is a middleman -- they do not stock or manufacture latex suits. They just provide designs to a Chinese company and outsource the manufacturing. See Appendix A below for more proof.
• While I feel sorry for Oz's family issues, these problems have no place in business. There is literally zero excuse for ignoring your customer for over 3 months.
• There are other people who used 'PayPal Friends and Family' and were not able to file a claim. Some of these people are out thousands of dollars.
• Oz has issued a statement, claiming that his Chinese seller disappeared with the paid-for but unfinished orders, and the money for them. While this may be true, it is not mentioned at all above, and does not explain his lack of communication with his customers.

To sum up: There are so many reputable, excellent latex makers out there. Check out this guide for a primer. Don't trust Squeak Latex with your money!

Latex for Beginners: A guide

TL;DR

I ordered a custom suit from Squeak Latex and paid in full in March. After over 3 months of not answering emails, I was told that the suit was in production. 2 months later with no communication, I filed a PayPal dispute and thankfully got most of my money back, while Oz blamed family problems and 'being on his phone' as to why he couldn't answer emails. It turned out my suit was not in production after all.

Appendix A

Here is an old email from Oz to Latex Catfish, a well known Chinese latex company, discussing pending suit orders.