STANLEY

Hello,
I hope you are well. I recently submitted a warranty claim regarding a Stanley tumbler with an insulation issue, and I wanted to provide additional information about a few other tumblers from the same purchase.
I purchased several Stanley tumblers while traveling in the UK from Selfridges London a few months ago and began using them after returning home.

While using them, I noticed a few issues with some of the tumblers: 1.Insulation issue One tumbler does not maintain temperature properly. Ice melts within about one hour even when the lid is closed. 2.Loose lid Another tumbler has a lid that feels unstable and does not seal securely, which causes leaking during normal use. 3.Cracked lid One lid developed a crack and a small piece broke off during normal use, which prevents it from sealing properly.

4.Peeling logo The Stanley logo on one tumbler has begun peeling despite light and careful use.
I have attached photos showing these issues for reference. Since these products were purchased during the same trip, I wanted to include this information in case it is helpful when reviewing the warranty claims.
I would appreciate any guidance regarding warranty support or possible replacements.
Thank you very much for your time and assistance.
Kind regards,
Constance Yaa Agyeiwaa

I ordered two Stanley tumblers from the official Stanley website about one month ago while the items were showing as available. After waiting several weeks without receiving the order, I contacted customer service last week and was told that they would investigate the issue and get back to me with a solution.

Instead of providing an update, the company cancelled my order without informing me first.

When I contacted them again, they told me they could only issue a refund because the product was no longer available.

I explained that I had already waited about a month and asked if they could send the same product in a different color instead, but they refused.

They offered to refund both items and send one item as a gift, but they would not allow me to choose the color of the replacement.

I am disappointed with how this situation was handled. The product was listed as available when I placed the order, and I should have been informed earlier if it was out of stock instead of waiting a month only for the order to be cancelled.

I am writing to express my deep disappointment with the level of customer service I received regarding a recent order.

For context, I purchased two LoveshackStanley limited edition cups for my daughters. I never received a shipping notification or tracking number, yet I was suddenly emailed that my package had been delivered.

This was confusing since no one had rung my bell. When I tried clicking the link in the email, the page went black with an error message. After much effort creating an account and signing in, I finally located the tracking information, only to discover that my package had been delivered to an address nearly 4.5 hours away from my home.

Naturally, I called customer service for assistance. After waiting on hold for nearly an hour, I opted for a callback.

Around 5:47 PM EST, I received a call from a representative whose attitude was shockingly unprofessional. Instead of being helpful, she was rude, dismissive, and even raised her voice at me. This was not only upsetting but also completely unacceptable.

She eventually claimed she would reorder the cups under warranty, which already seemed unusual. When I asked about receiving a confirmation email, she told me I would receive one within seven minutes.

I explained I would hold until I received it, as I had little confidence she would follow through. She became increasingly aggressive and told me I couldnt wait on the line because the process takes too long. Unsurprisingly, I never received the confirmation, not in seven minutes, not in seven hours, not even the next day.

The following morning, I called again and spoke with another representative who informed me that limited edition items cannot be reordered and must be refunded. While I appreciated her professionalism and apology, it is unfair that she had to apologize for the behavior of a colleague who was rude, dishonest, and clearly uninterested in helping a customer.

What troubles me most is not the inconvenience of the order itself, but the lack of professionalism and accountability.

It is unacceptable for a representative to lie simply to get a customer off the phone, or to treat a paying customer in such a disrespectful manner. This experience has made me question the companys training standards and oversight, as well as its commitment to valuing customers.

I urge Stanley to improve quality control on customer service calls, invest in stronger training, and ensure that representatives understand that they are employed because of the customers who choose to support the brand. Experiences like mine make it difficult to remain loyal to a company that allows such behavior to go unchecked.

I am writing to express my deep disappointment with the level of customer service I received regarding a recent order.

For context, I purchased two LoveshackStanley limited edition cups for my daughters. I never received a shipping notification or tracking number, yet I was suddenly emailed that my package had been delivered.

This was confusing since no one had rung my bell. When I tried clicking the link in the email, the page went black with an error message. After much effort creating an account and signing in, I finally located the tracking information, only to discover that my package had been delivered to an address nearly 4.5 hours away from my home.

Naturally, I called customer service for assistance. After waiting on hold for nearly an hour, I opted for a callback.

Around 5:47 PM EST, I received a call from a representative whose attitude was shockingly unprofessional. Instead of being helpful, she was rude, dismissive, and even raised her voice at me. This was not only upsetting but also completely unacceptable.

She eventually claimed she would reorder the cups under warranty, which already seemed unusual. When I asked about receiving a confirmation email, she told me I would receive one within seven minutes.

I explained I would hold until I received it, as I had little confidence she would follow through. She became increasingly aggressive and told me I couldnt wait on the line because the process takes too long. Unsurprisingly, I never received the confirmation, not in seven minutes, not in seven hours, not even the next day.

The following morning, I called again and spoke with another representative who informed me that limited edition items cannot be reordered and must be refunded. While I appreciated her professionalism and apology, it is unfair that she had to apologize for the behavior of a colleague who was rude, dishonest, and clearly uninterested in helping a customer.

What troubles me most is not the inconvenience of the order itself, but the lack of professionalism and accountability.

It is unacceptable for a representative to lie simply to get a customer off the phone, or to treat a paying customer in such a disrespectful manner.

This experience has made me question the companys training standards and oversight, as well as its commitment to valuing customers.

I urge Stanley to improve quality control on customer service calls, invest in stronger training, and ensure that representatives understand that they are employed because of the customers who choose to support the brand. Experiences like mine make it difficult to remain loyal to a company that allows such behavior to go unchecked.

I placed an order with Stanley1913 on June 6 via their official Canadian website. One of the items I ordered was The IceFlow Flip Straw Tumbler | 30 OZ | Plum.

The order was confirmed and successfully charged.

Then, two full weeks later, without any notice or communication, Stanley refunded me for that tumbler and removed it from my order. I never requested a cancellation. I only found out because I happened to check the order status myself. They just silently refunded me as if that solved the issue.

Heres the ironic part:

They were able to process the refund instantly, but the rest of my order has been stuck in Preparing Shipment status for over three weeks now with no updates, tracking, or ETA.

So theyre quick to remove and refund the item I wanted, but somehow cant ship the remaining items?

When I contacted customer service, they told me it was due to inventory issues but the exact same tumbler is still listed as in stock on their website:

https://ca.stanley1913.com/products/the-iceflow-flip-straw-tumbler-30-oz?variant=422689****7444

I asked if I could repurchase the tumbler at the original price I paid ($20.79, tax and shipping included the exact refund amount), and was told they "cant place orders for customers." Instead, I was offered a generic 20% discount code which, to make things worse, is the same discount first-time customers get automatically.

I also asked for the issue to be escalated to a manager, but my request has been ignored. No follow-up.

No accountability.

This is honestly one of the worst customer service experiences Ive had in a long time. For a brand that markets itself on quality and reliability, this kind of treatment is unacceptable.

Im ordering from Canada.

Like others, my lid to my 20 oz military tumbler broke. The movable call that seals the mouth opening shut, snapped clean off.

Still usable BUT ... Can't carry like normal due to spillage without the sealed cap. Requested replacement, they denied because it was a limited edition Starbucks tumbler, only sold at Starbucks. Well, not happy since it wasn't but a month or 2 after purchase.

They didn't offer to replace it with a Tumblr that is most similar to it that they are currently still manufacturing. They did not give me a whole lot of detail except for the name of it and which color I will requested. And meanwhile this was all over the period of probably two weeks so very long turnaround time for responses. And I had already emailed them photos twice because they said my first ones weren't acceptable, and so after going back and forth we finally got to this name of this Tumblr and the color I wanted.

I emailed them back my choice they returned my email and told me that they were going to ship it out it was all done and I should be receiving it soon. I did receive it, and it was about the size of a child's sippy cup... 12 oz.

After I emailed them again asking them why, I still have not received a response so not only is my military Tumblr useless now pretty much but now I have this child size Tumblr that I will never use because it's so tiny I can barely fit a can of Coke in it. What's the point of having left in warranty if you're not going to actually honor it with what they ordered or what is actually equivalent of the cup that is damaged or needs replacing?!

I called customer service because I received an email my order was cancelled with no reason why. After waiting almost 32 minutes to find out why it was cancelled they told me they couldnt fulfill the order that their computer had a glitch and they didnt know what inventory they had so they oversold the item.

The kicker was they took my money on the day I placed the order, waited six days to tell me they didnt have it, and then told me I had to wait another 5-10 days for the refund.

All I got was sorry its not their fault its the computers fault. This was my first order with them and I will never order from them again.