PSA:Waitress/Hensa UPDATE::8/1/19: Final?

Posted 1 year, 8 months ago (Edited 20 days, 16 hours ago) by Kitpaii

Don't harass or witch-hunt, it shouldn't take a comment telling you this but really do not.
Her friends will not comment on her status so try to avoid bugging them for updates, even if they knew they do not reply to questions about her.
Do not 'release' her bases for free, this undermines the people who've paid for them. Please report anyone stealing/using her work without permission.
Updates are at the very bottom.

FA: ( Personal ) - ( bases ) Twitter:

Tumblr: Patreon: 


Subject::  waitress
Include -
What you purchased
When you purchased ( If you know if not just say you can't remember.)
When it should have been done / Other problems you might have ( IE. you can't download the base. )  

Without submitting a TT there's a chance she will keep getting away with this. 

To start this off , if you don't know, Waitress is an artist best known for her bases. She started making them way back in 2014 and they quickly became a fan favorite due to the amount of layers, and effort she seemed to put into her bases. The bases are advertised as 'monthly' updates.  This is important to note since this will come into play a lot in this PSA.
July 2017:: She comes out with a journal apologizing for her delays but says she'll be working harder and be extending the time of the base as well and making a new base. It should be noted that in the journal she states she'll be making a new base to take the place of the chrysalis base. ( A fullbody front and back base. ) This isn't what she promised at all in her advertisements. 
August 2017:: There was a bit of an uproar about her site. Her site has a bad habit of just not working for people, not letting them download , deleting their accounts and more. She seems to just ignore this though and leaves the people having issues in the dark and the people wanting to buy her bases to sit and wonder if they'd even be able to download them at all. It should be noted that her website is still an issue for a lot of people (Including myself).

December 2017:: At this point its been five months with no updates. She's clearly ignoring people who are asking about her base updates on twitter and FA. People are quick to notice while her FA is dead ( with no activity ) she seems to be semi-active on twitter. She even a while back attended a convention while she was ignoring her paying customers (many of whom, mind you, couldn't even download the items they paid for).
After some time we got word, but not from her. From a 'friend' of hers. This ultimately lead no where as the person seemed to reply once to a few people's notes before ignoring them all together. It felt more like a friend trying to calm some of the fire down.  Late December it was to the point people were tweeting at her non stop and even asking her friends to no reply.

January 2018:: She tweets this. However ignores peoples questions about her bases.

March 2018:: We finally get a full fledged journal from her. However this journal was met with mixed response. While I sympathize with being over loaded and stressed, it's been stated more than once that most of us just wanted an update. Nothing detailed or too personal just a 'I'm alright , and slowly working.' sort of thing. Not to mention that she was clearly ignoring people for months. Now we have more issues though with this she re-states she has just discontinued the base. ( In the July journal she offhandedly mentions she was making a new base. She also mentions it in a 'read me', but this means people would have to download the base to know that is was no longer being worked on). turns out, to most people's dismay, this 'new' base isn't a front and back one like Chrysalis ( the one it's replacing.) but a 'chibi' styled base. 

Most people didn't even know that she went back on her word and just stopped working on the base they clearly wanted. When I commented this along with a refund issue she did happen to respond. She claimed she wasn't scamming and that she was still delivering on her promise. Despite going back on her word about updates every month for the rest of the year on the Chrysalis base, as well as only issuing refunds for people who haven't even downloaded the base. ( Even though they aren't getting what was promised and most people are wanting just a partial refund. People are buying and downloading the base with the thought it will be updated all through the year. And some are downloading just to find out the base they wanted isn't being worked on anymore).

Things however seemed to be at least moving now, she even posted a new journal , and listed a trello. (Note that she hasn't touched it since April 3rd as of writing this. [*NOTE:: She finally updated it as of 8/8/18] also should be noted that she started ignoring people again at this point).

May 2018:: A new journal was posted. This one was more to address 'issues' people were having. ( Refunds, the Chrysalis base etc..) She mentions how she figured people would know of the base change , and says that it was her bad for not detailing it and mentions she'll at least give us three more updates to it. She also details on how to get a refund from her. ( As previously mentioned, you can only get a refund if you'v never downloaded one of her bases).

We also get the May suggestions journal.  As of writing this (July 9th) we have not gotten a new update on FA from her. Her last base update was in April. And even then there was a lot of disappointment from that base as some of the layer count was just tiny items ( like a hair clip or button.)
However while people are still having issues with her site, she's clearly behind on updates, she's semi active on twitter still. Posting about a Zine she will be in.

June 2018:: She's still ignoring people but posting on twitter. As well as her tumblr.

July 2018:: Still ignoring people, she's posting on her tumblr about the zine she's been working on.

August 2018:: She posts up a small journal apologizing again for a wait and shows off a new update. Never replies explaining why she did a Zine while being overwhelmed , or why she can't be bother to fix her website and stop scamming people. My guess is this is to cool off some anger from people like normal. This is something she's done several times now so I'm not surprised. Personally I like the base but I can't trust that come Sep she won't drop it and run. This also is still not monthly updates and the fact that she seems to be okay with scrapping monthly promised updates makes me feel a bit worried we won't get fuller updates. That could just be me though.

August 12th 2018::  She has time to update her profile on FA. As well as to watch other people on FA. She also has a private twitter where if you look at the replies it is clear she is avoiding us and still talking to friends. I'm not saying they aren't allowed too but the fact she she is clearly active in other places and still avoiding talking to people. I want to point out that while this new trello is active because of when it was made and how much progress was shown it is very clear that in those months she was gone she wasn't working. If she was I feel like a lot more would have been done if she was working on it all these months. The time doesn't add up with the work shown.

September 9th 2018::
Waitress posted a journal,  this journal included an update. Though it was not an update to any base she's done in the past, minus some small changes to the chibi base. ( Like most of us requested. ) Instead it was  mainly focused on a new manly/beef base and a spook base. This pleased some people and displeased others. The base was clearly rushed , from lines not connecting to eyes not matching other head types. A lot of the items are also just resized from her other bases. This is a disappointment again since she refuses to acknowledge her website is a mess and clearly broken.

September 27th 2018:: Her new base 404'ed with no warning or explanation.

October 1st 2018:: She posts another journal , to change accounts. She claims this is to 'streamline' everything. On this new account it has a new journal. This details now that she's happy that people brought her website ( That's been acting up since Aug. of last year. ) to her attention so she can address it. You can go there for new details. Hopefully it helps some of you get your bases despite the website not allowing you to. ( If anyone gets a response from her please let me know so I can update this!) Around Oct. 2nd an account on FA started handing out her bases for free. While it's been dealt with it seems to be a growing problem. I suggest anyone seeing these accounts to report them right away.

Nov 25th 2018:: Hensa posted a stream to her tumblr. I popped in and I admit I was peeved so I prob came off a lot more rude/upset than I should have but I got these responses.  (1)(2)(3)(4)(5)(6) -I was hoping at least this way instead of a PM she wouldn't be able to ignore me. This tells me that she's honestly still actively ignoring us, that it took me going to her stream to get her to make a journal. I'm honestly done, at this point I'm just done. I'm not sure what else there is to do, at this point. I can I guess just pray she does what she promises but I don't see that happening. I don't understand how hard that journal was to make and why she couldn't do that when she got back home to a computer.
It should be noted that on the bright side people are reporting that sending an email can sometimes result in being able to download the bases again. ( however there's no email back so I'm not sure if there's a correlation or not so if you've emailed here let me know if there is a response so I can let people know that's the best option ~!)

Dec 16 2018::  While not announced a new update did appear to happen! There's not a lot in the update but it's supposed to be part 2. There are a few new items and a few reused ones like normal but overall if you want a really good run down head to this comment! She started streaming featuring her new guest artist, I wanted to head into the stream this time to try and be a bit more supportive bc while I think the item count is way to low for what we thought we'd get it was still something , and I was glad to see more work being done and a new guest artist whose style I liked. Instead I was greeted by them talking about me/ Others who've spoken up in the past. ( 1  / 2 / 3 / 4 )  My comment on the journal they are talking about was me mentioning how I was disappointed in her only updating when I had to go into her stream to get a response , but I was hopeful. The thing that bothers me the most is the fact that I wasn't wanting to ask for updates in the stream ( I had no reason to since she just did one. ) I just wanted to praise her for getting back into gear. Seeing the new guest artist and her mods openly bash others like me wanting to speak out about her scamming and ripping people off I guess is nice to see when she mentions on the stream journal to be nice.

In the stream the guest artist mentions wanting to do PR but, let talk like this happen. I know I'm not the only one critical of Waitress who wanted to slip into the stream and felt discouraged.
However I'll end this with, while I don't like the direction the stream took I'm glad to see work being done , and am glad she looks like she's getting on track again, however she still needs to reply to people who have emailed her so I hope she's able to work on that backlog.  

Dec 17 2018:: Small edit but she took down her streaming journal and all the comments. I was asleep so if there was more than 3 I don't have screenshots of them. I don't think she will directly address the badmouthing her team, guest artist and fans did in the stream. While I don't think I need an apology or anything like that , but next stream if she really wants people to 'please be kind.' that has to be for all people and not just a select few. However I don't see this happening and I guess will keep an eye out next time she streams.  - For details on the stream they were working on a jackalope on the COM base. It looks like a new dress , and new antlers~ For those wanting antlers  I hope this means the COM base is finally getting some more deer parts. I can only hope the same for the others as well.

That leads me into the end of this update. It's clear to me that waitress really likes slapping bandaids over her problems. I don't think we'll ever get 100% what we paid for and because of that I STRESS that if you have an FA to please report her. So at least others won't be able to buy her bases and be scammed out of getting what they paid for. My TT handler told me ( screenshot above ) that it needed to be a mass scamming. So please report if you've bought the base. Doing so will at least help others. Complaining about this will not be enough. 

Jan 25 2019:: So a few days ago I got a message from someone else who filed a TT on FA, and quickly messaged/re-opened my TT as a result. ( Click for bigger image.)
This is the message::
Like clockwork a little bit after this I was contacted by the CCS's( Cozy Cat Studio ) FA asking me for some information on missing files. ( Though they are late as I can now download files so at the time I first opened this TT I couldn't so a little too late there. )
I haven't been able to respond to the note since I've been busy ( thus why this is coming so late. ) They also posted up a journal . This is and looks to be damage control. FA Finally did get involved and now they've decided to do something about the scamming she's been doing. While I'm glad this change for me is a little too late. They have released an update a while back ago that I did not cover but most of the items were def made by the new mod and not by waitress. It is clear to me that Waitress cannot own up to her mistakes and fully make an apology. Apparently this next update for the base will be the last one. I will keep this open and marked as open until more people come forward who couldn't get their files gets them . She's known for months and even about a year now that her website is and has been broken. She's just now addressing it and it's only due to what seems to be FA taking action and more blacklash from people who still don't have their files.  I'm trying to work out my issues with her bases and start using them again since at one point I really did like them , but I cannot and will not suggest anyone to buy or download any base she makes or does. Even if she finally gets a new website/ anything. She's proven to easily lie, and scam her fanbase and I do not think people should forget and move on from this. At least not until she shows utter improvement. I hope the last update is good, and I hope everyone soon is able to download the bases again/use them again.

Feb 10 2019:: Please if you are missing  any of your files please contact They should be able to get you all set up with any lost files.

Feb 17 2019:: Hey everyone this is a bit of an odd update however Hensa has replied to this situation. You can read the comment here. Please be kind in your replies since I know a lot of you are angry about everything but please be sure if you reply to word it clearly and do not attack Hensa. It's awesome that they are stepping up and trying to fix and help the situation.  I'd like to remind everyone in the above update to this post that you can contact heartstitched to hopefully get a lot of your files back.


Feb 18th 2019:: I was contacted yesterday by heartstitched (Casey) if I wanted to talk to Hensa in a discord call. This was to hopefully be able to talk out a good course of action, and not deal with the limits of text and not knowing one's tone. While I was frustrated at the start of the conversation I feel like there was a lot to go through and Hensa did listen to my feedback. I was asked for suggestions, feedback and a more solid idea of what game plan they could do to make everyone come out happy by the end of it. I'll give a basic idea of what we talked about. ( It was a long call so I might have missed something along the way and Hensa is free to add on anything else I might have missed for the sake of transparency on both ends. )

- We talked about addressing the massive amounts of issues people had/have. ( The long silence, the website, refunds, adverts and a lot more. ) : She confirmed she will be addressing them after the last update to her base pack. I won't go into to much detail about what we discussed since like I said it was a very long call and it would be a lot to mention but I made sure to cover anything and everything I could and I feel like she will do the same.

- I offered a solution to the issue of not getting the updates we paid for concerning the chrysalis base. While I'm sure she'll mention it in her own post I'd like to say what she told me. When posting her bases she assumed people knew that half way through there would be a base change. She did mention it in July of 2017 to her credit. I explained that the adverts didn't make it feel like we were buying a pack like she thought they did but instead that we were buying updates to (1) base. She agreed and said that she'd be removing and editing up the adverts to reflect the 'pack' part. Which, I think was a lot of the issue. I can also confirm that the last update to her pack of bases will include parts for the chrysalis base that will hopefully ease a lot of the want/need for that base to be updated.

- We talked about the issue of refunds and people getting files. Like I mentioned before they have been working to get everyone their files in my Feb 10 update Casey came to me and was very adamant they will be working harder than ever to make sure that they can hand out files. It seems a lot of the problem is people can't provide enough proof for them both to feel comfortable with it so if you are needing files please at least try to remember the paypal email you used to pay, that would make it a lot easier on them. Since the files have been handed out for free it's hard for them to make a judgement call on if the person is lying or not and I fully understand that. They went as far as to send me a mailing list some of the people who have contacted them needing the files. With emails blacked out for privacy. For the sake of transparency here is what I got. They also mentioned that some of the problem is people are not contacting them back. So if you mailed them please be sure to check your email ( Spam folder and all. ) to see if they have replied too you. If not than try contacting HeartStitched asap for your files.

- I'd also like to clear up a rumor that went around about Hensa changing her email to avoid refunds/chargeback. While she'll mention this I assume later I wanted to talk about it some to clear the air. There was never proof given of this happening and if you feel like you need a refund please contact the Cozy Cat Studio page to ask for one. If you have proof that something like this happened please link it. Without proof this is a baseless claim and I don't want misinformation spreading. So once again if you feel like you need a refund please contact them politely and explain why. If you couldn't do a chargeback and have proof of this please link it and @banana-milk ( My side) so I can properly update this.

- There was a lot of talk about the updates that I don't want to spoil but it is clear they are actively working on them. I asked about the bad wording of saying it was a 'Jan' update and they agreed that the wording was bad on their part and that yes they were hoping it would be out then but weren't sure, and apologized for being late.

- I didn't ask for an ETA on how long it would take mostly because with my suggestions I know it will take longer than they might have thought. So as bad as it might feel a lot of this is just a wait and see game. To see if this was helpful in the grand scheme of things.

- As a small note Hensa and Casey apologized to me several times for what happened in the stream and agreed it could have been handled a lot better. They agreed that taking the journal down than not saying anything looked odd but they took it down in hopes people wouldn't be fighting in the comments and they were done steaming so keeping it up didn't make much sense.

Like I said we talked for a long time and she actively took notes on what I had to say. I came out of the call hopeful that with the game plan that we discussed that people would be happy with the outcome. While I know I can't speak for everyone here as everyone has their own complaints. However if you will message me them or post your suggestions ( lets try not to be echoing the same ones over and over again though. ) I think that would be helpful overall. I will make sure to talk to Casey and Hensa on anything more that I personally can think of to help both sides of the situation. It should of course be noted that like I've mentioned before I still don't suggest buying any of the bases at least not until everything is done and said with. I won't be marking this PSA as resolved until things are as good as they can get for everyone involved, I do however have hope that with a clear brave step forward on Hensa's part that soon I'll be able to edit this just one final time.
May 16th 2019:: There isn't any update but I can tell you things are being worked on. Casey is actively working on the update but is also busy. We do have to keep in mind that the new update that Hensa is doing might take a bit of time and she moved recently. She's been busy from what I've seen but I'll keep an eye on things. Like always, I will update as soon as I hear anything more. But I can confirm Casey is actively working on the update.

Aug 1st 2019:: I know I'm a little late, but Hensa announced the last base update showing previews a while back with a new due date promised. Once I got my hands on the update I'm pleased, the base that we got is now a non chibi version of the Short/Tall stack. Hopefully to give us something more. This was my suggestion, I figured it was the best way to get new parts and items with a new feeling based without having Hensa give us a 100% new base because we cannot be unreasonable as people. These bases have a lot in them, and I think this is a good way to finish it. We can't keep asking her to do more work to make up something because everyone will have different ideas on what that thing she can do to make it up to us is. This base I think address my issues with the base and I know from talking to others that it also fixes their issues. I feel like this update felt full and the parts look nice. Hensa mentioned in her post that Casey will be making a extra pack update as well and it from what I can see looks fantastic. I know this solution might not be the best for everyone but we once again just can't ask her to do more work until we are satisfied. Hopefully this solution means the end of this. Everyone is still welcome of course to voice concerns ( Please do not personally attack anyone. ) and or if you are missing files or have questions you are welcoming to voice them here.


hinaburi I checked the old site again to see if it had been added to the DL list and it had <3 so I got it! Also realized I haven't actually gotten an email from them since '17 xD I just watched for when she announced updates, when I saw things here or randomly checked. 


Honestly, this new base pack of what I explored is MUCH better in my opinion. I really enjoy the update and finally can say it makes me want to use this base again. So, I think this (while a wild ride) is a good final update to the pack.


Was the winter expansion/familiar pack the last thing for the chibi maker 2 base?