Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/06/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Seller info Dave Ribeiro llc *************************************************************************************************** Time placedApr 29, 2024 at 6:56 PM Order number02-11515-16605 Total$120.44 (1 item)Sold bythecoldestwater Shipping address **** Mehedintu ************************************************************************************************************************ Payment info Ending in 3801Visa credit card ending in 3801 **** Mehedintu Order total $120.44 I bought the first container from them in april 2024. The container got ***** a few weeks later even if I took care of it (drying after each use etc.). I asked for a replacement which they send weeks later.The second replacement had the same issues, getting ***** at the bottom of the container - which I consider a health hazard.I contacted them again and asked for a full-refund since I wasn't going to ask for a third replacement just to end up having the same issues with it. They said sure, we will send you a refund which they never did. They were super slow in solving the issue and it took months and 3 attempts on my end to get a hold of them and solving the ******** the time I got a hold of them eventually said the transaction is very old and they can't send a refund any ******* in the end, they took my money, they got their container back and I got robbed.

• Initial Complaint

  Date:10/22/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered 3 Coldest products & liked them so much I ordered more. One of the units developed mold in the lid. All of the bottles get washed with ***************************** after each use. I left milk in 1 of their half-gallon containers for 2 days . The container had about a quart of milk in it and I drank about 1/2 of it. So for 2 days it had about 8 ounces left in it. When I went to wash it the lid had mold on it, even though the milk only touched the side walls and the bottom. My wife used vinegar and washed it numerous times, but we could not get the mold off of the lid. So I thought no big deal Coldest provides a lifetime warranty. This is where all the problems started. I sent them an email and got there response. I have provided a copy of my email and their response. This company will not stand behind there warranty. You cannot call them only email. The customer service team is one of the worst customer, service teams I've ever dealt with, and that's saying a lot considering I've dealt with many companies over the years. After numerous emails back and forth. The company will not honor the warranty and send me a replacement. I have continued to send the emails, but they keep telling me it has to be washed with soap and water and I might try vinegar which I have done all of that. I noticed in reading some of the other complaints on the Better Business Bureau that others have experienced a mold issue also. To have 41 complaints in the last 3 years and a F rating tells a lot about this company. They would not honor the lifetime warranty. For that many people to take the time and file a complaint they must have felt mistreated which is the way I feel. I guess **************** is just doing what they are told to by their bosses. I will no longer be a customer and as a former teacher and coach who knows numerous people I will tell anyone I come in contact with DO NOT BUY FROM THIS COMPANY----THEY WILL NOT HONOR THEIR WARRANTY.....All I wanted was a replacement lid.

• Initial Complaint

  Date:09/09/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Was browsing the website on my phone and got a 20% off discount offer for the app. Downloaded the app but the offer did not work. Tried code on the mobile website that I was originally on and it did not work. As a last ditch I opened my laptop and it still did not work but I placed the order anyway and emailed customer service figuring they would retroactively apply it since I had the actual code. This was on the weeekend so I had to wait until Monday for a response and they said the code that was offered on their website days before was no longer valid or being offferedIm so mad I didnt take a screenshot. They offered a lower discount code but also refused to apply it to my existing order because as state above, I ultimately ordered on my laptop and not the app. I tried to call to discuss in person but I cannot find a valid phone number except one for the company VP and her vm says she pushes off customer complaint issues to the email customer service ***** This is a fledgling company so Im sure there is room for growth but I wont be back until I see some. They almost stole a HydroJug customer but almost doesnt count.

• Initial Complaint

  Date:09/03/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought their product on ****** in Fedb 2024. They have a lifetime warranty on all their bottles keeping liquid cold for up to 36 hrs. My bottle worked up until a month ago. I contacted the seller and was told that they would replace the bottle but I needed to return the old bottle. I was informed that since I bought the bottle from ****** that they would not pay for the return shipping. If I had bought it from them they would issue a return shipping label. I paid $26.26 for the bottle and the return shipping will cost me $15. I informed them about this and that it was not right that I should not get the same rights that someone who bought the bottle from their website. What good is a lifetime warranty if the return costs me more then half the cost. All I want is a return shipping label and they refuse.

• Initial Complaint

  Date:08/23/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered 3 water bottles for end of season coach gifts. They arrived last night and the last day of the season was today. When I went to give out the water bottles, I realized I only received two. I reached out via ****** where I purchased and was told they couldn't do a refund for 1 item nor could they offer a different color/design. I would have to wait until this one came back in stock and they could not tell me roughly when that would be. Kind of "Maybe you'll get it, maybe you won't". Not much accountability on their end or willingness to find a resolution for an error they made.

• Initial Complaint

  Date:07/29/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently purchased a bottle. But when I recieved it I realized that I purchased one without a handle. I wanted to return it to reorder one that had a handle. The return portal would not work. I emailed the company several times to explain to them my issues. I kept getting a response with the same link that didn't work. I emailed again. Then I got a response saying my order had been delivered and I needed to check with my carrier. That was not my issue. I emailed again and was finally able to get thru the return portal only for it to say my order was not returnable. So I emailed again to find out why. They tell me my order was a closeout item and could not be returned. Nowhere on their website does it say that the item I bought was a closeout item. I emailed them several times after that to express to them that their website did not state anything about a closeout item. They emailed me back an said they would give me a discount on my next purchase. I emailed again and told them i would never ever order from them again and again that nowhere on their website does it state the item i ordered was a closeout item. Now my intentions were to return and order the correct bottle. They emailed me onemore time to say that they will let management know about my issue with their site not stating closeout items. At the point I will never buy anything from this company again. Their lack of customer service is upsetting. Especially when you are spending a decent amount of money for a water bottle

• Initial Complaint

  Date:04/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I want to exchange my bottles one of them no longer needed it was a gift but received something they prefer more. And mine the pink ombre I don't like how the personalization is small in comparison to the cup looks weird so I want to reorder without personalization. But it will not allow me to start a return says that my email characters are wrong and won't allow me to Start a return.

  Business Response

  Date: 04/25/2024

  Thank you for reaching out about an exchange. If you please submit a ticket to ********************************** our customer service team can get this replacement/return right away for you. I have forwarded your contact info to our customer service team as well. Please submit an email with your order number to that email, and our team will be reaching out ASAP. Thank you

• Initial Complaint

  Date:04/01/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had purchased a product 2 months ago. Called them no answer, my daughter got sick from drinking cuz it got mold off of the sudden. Its a bad business if you knew mold was going to build inside the bottle why not say that

  Business Response

  Date: 04/01/2024

  Hi ***,

  We would like to apologize that you experienced this. Our products do not grow mold on them unless they improperly cared for. Wash instructions are available on the website and included on all products. Please be sure to wash your bottles our thoroughly, we recommend using the Coldest Bottle Brush which also include a straw cleaner for those tight spaces. Allow lid to completely dry before s******* back onto the bottle as well for best care practices. 

  Coldest does not have a customer service phone number. If you would like to reach customer service, please do so using the portal on the website or emailing ********************************** directly. Thank you

• Initial Complaint

  Date:01/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered the all over light pink cup (forever pink) and spent a lot of money on it. I received the ombr color and I would Like the right cup sent to me. My confirmation of delivery even has a picture of the right color cup. I dont Like the ombr color at all. Usually Id just use it but for the amount of money I paid I want the correct cup.

  Business Response

  Date: 01/11/2024

  Good Morning,

  We apologize that you received the wrong product in your order. We are more than happy to replace this for you. Please submit a ticket on our website using your order number, or email us at ********************************** (please include your order number). We can certainly make this right for you.

  Thank you

• Initial Complaint

  Date:12/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have 2 Coldest 32oz water bottles (1x black & 1x blue). Most recently I have seen a problem with BLACK MOLD INSIDE THE ****************** inside both bottles. The black bottle has the worst PROBLEM WITH BLACK MOLD EVERY DAY/EVERY REFILL THIS IS NOT NORMAL!!! The top of this NEVER ABUSED OR DROPPED BOTTLE does leak, therefore, the air inside the bottle NO LONGER BEING PROPERLY SEALED IS WHAT IS CAUSING THE BLACK MOLD. I SCRUB BOTH BOTTLES INSIDE & OUT EACH REFILL (DAILY) & I NOW HAVE TO BRUSH INSIDE THE PLASTIC ****************** TO PREVENT OR REMOVE THE VISIBLE MOLD! OBVIOUSLY I CANNOT USE MOLDY BOTTLES BECAUSE THE *** SEAL HAS BEEN COMPROMISED OVER TIME, JUST LIKE THE RUBBER BANDS! THE ONLY WAY TO CONTACT THIS COMPANY IS VIA THEIR OWN WEBSITE EMAIL YET SO MANY GO IGNORED IT SEEMS BASED UPON ALL THESE OTHER COMPLAINTS ABOUT WARRANTY ISSUES.

  Business Response

  Date: 12/20/2023

  Hello ******,

  Thank you for bringing your concern to us. We can confidently assure you we have millions of satisfied customers that have been using our bottles for years without a mold issue. We sincerely apologize you are experiencing this specific issue, and as you have stated, we offer a lifetime warranty and are happy to offer you a full refund. Please email ********************************** OR visit the help center on the website and click "contact us". We can offer you a full refund or replacement. Our Customer Support Team is at the ready to assist you with anything you need. Thank you

  Customer Answer

  Date: 12/21/2023

   
  Complaint: 21029301
  
  I am rejecting this response because: ****** in your ********************** is certainly not at the ready to help me obtain replacement bottles!  Instead, she sent an extremely insulting letter stating that I am responsible for not having taken care of my bottles (even though neither have been dropped or show any signs of abuse!).  See attached DISMISSIVE letter from ******!
  
  Sincerely,
  
  *************************

  Business Response

  Date: 12/21/2023

  ******,

  We typically do not cover warranty when it comes to improper care for our products. We clearly state wash and care directions and if they are not followed, there is always going to be a chance of mold, as there would be with any type of wet surface left unclean for long periods of time. I have reviewed your photos, and can clearly see your straw and lid was not washed regularly and was left wet for possibly days on end, perhaps with more than just water. I have never, ever seen our straw look like this with proper care. However, because you have made a public complaint, and are claiming proper care and are clearly very upset, we are willing to make this right. ****** responded correctly per our protocol, she had missed the update from myself to replace in your specific situation. Our **************** Manager will be contacting you shortly. Please, remember with your new replacement bottles:

  Regularly clean bottles with soap and water before use and when not in use. Do not leave dirty. When washing the bottle, make sure the bottle is fully dry where the lid screws back to the bottle before closing. Mold grows only in certain conditions, please keep clean and dry. 

   

  Thank you for giving our bottles another chance.

  Customer Answer

  Date: 12/21/2023

   
  Complaint: 21029301
  
  I am rejecting this response because: THE COLDEST COMPANY CLEARLY KEEPS AVOIDING WARRANTY ISSUES OF LEAKING BOTTLES, ETC. BASED ON THE NUMEROUS COMPLAINTS HERE AT THE BETTER BUSINESS BUREAU & ALL OVER THE INTERNET!  THEY ALSO ARE INCREDIBLY INSULTING, CLAIMING THEY CAN SEE **** IN MY PHOTOS WHICH IS EXACTLY WHY THE PHOTOS WERE TAKEN!!!  THEY GO ON TO CLAIM THAT I CAUSED THE **** BECAUSE OF UNCLEAN SURFACES!!!  I am amazed at the lengths that some UNSCRUPULOUS companies will go to not to simply exchange bottles that are supposed to be under a lifetime warranty for any leaks!  FRANKLY, I AM APALLED AT THEIR ACCUSATIONS & DISGUSTING TACTICS
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 01/03/2024

  This verbal response was taken by BBB:

  I have not received the replacement bottles the business stated they would send. I also want the business to provide me with a manager's contact name and direct number to call concerning my issue.

  Business Response

  Date: 01/04/2024

  I have pulled up your customer service tickets. You have not responses since 12.21.23 when we reached out for information about your order number. We have zero orders from you that even would provide us with your shipping address. Before that, you responded that these bottles that you did not take care of, were gifts. We do not replace bottles that were given to a gift recipient. The original purchaser would have to provide order number, and receive their refund and/or replacement. Again, from your photos you are threatening to post all over the internet, you can clearly see your bottles were not taken care of. No bottle would ever have that much mold in it from washing it regularly. We have thousands upon thousands of customers using our bottles for years with not a single bit of mold. We do not give out our management personal phone numbers, nor do we take customer service phone calls. ********************** will ALWAYS respond to customer service tickets submitted through our customer service portal. 

  Please note, you will not be receiving a replacement bottle for your gift, as this is not our policy. We are sorry you are unhappy with your products.