ComplaintsforTervis Tumbler Company

• Initial Complaint

  06/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have requested that my information and data be deleted and not sold per their privacy policy. Along with having my online account deleted or deactivated. Original request was back in April, no response. Second request was submitted in May, records attached.

  Business response

  06/13/2024

  We appreciate Ms. ****** taking the time to reach out. Her request has been processed. 

  Customer response

  06/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you for finally acknowledging and completing this request with the BBB since it hadnt been after 1+ month and 3 communications directly to customer support.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Long time customer who is disappointed by the fact no one will help with a product issue. i own more than 40 Tervis tumblers and coffee mugs. I have 5 mugs, purchased a few years ago, that have developed a haze that cannot be removed. Ive tried everything. When I purchased these 5 mugs, they carried a lifetime warranty that replaced mugs experiencing this haze. The policy has since changed. But I made the purchase when the policy WAS in effect and made the purchase knowing it came with the warranty. But customer service refuses to help. I expect more from Tervis. These 5 mugs should be replaced.

  Business response

  05/29/2024

  We appreciate Mr. ****** taking the time to reach out and we are sorry to hear he is not satisfied with his interaction with our ************* and Executive Leadership Teams. Tervis stands behind our products with an industry leading guarantee that covers defects in workmanship and material. When we switched material from polycarbonate to Tritan in 2011, we continued to cover staining as a courtesy until October 2023. Prior to that date, Tervis was the only company that covered staining in the Tritan material, despite it being the most widely used food safe plastic in use today. Before implementing the update, we notified customers allowing them a grace ****** to send in their stained drinkware prior to the update taking effect. These notifications included, but were not limited to, email and SMS notification to our subscribers,notifications on our website that includes a notice that pops up on our Guarantee page, and notification to customers what interacted with both our store and ************* teams. Communication was also sent to our *************** prior to the update going into effect.
  
  Interior staining is not a covered material/manufacturing defect and falls under normal wear and tear. To clean your tumblers, we recommend using a paste of baking soda and water on a soft, wet cloth. The haze does not affect the performance of our Classic drinkware and your drinkware is still protected under our Guarantee for covered defects. For more information on our Guarantee, please visit *********************************************************************************;

  Customer response

  05/30/2024

   
  Complaint: 21758574
  
  I am rejecting this response because there is absolutely no effort on their part to resolve the issue.  Emails to customer service and to their CEO were either unanswered or the response was of no value.  Their response to this complaint is the standard boilerplate response Tervis provides to a complaint.  Words only, no action.  For a company with whom I have done business for decades, and respected as a company, it is extremely disappointing.  Tervis had warranty in place when the items were purchased.  There was a implied warranty when the purchase was made, that being to replace if the mug became foggy.  Tervis can't simply eliminate an implied warranty for items purchased before the warranty was changed.  With an implied warranty, customers always receive the basic protection of the implied warranty. It is unfortunate Tervis fails to comply.

  I will not pursue this matter.  Possibly the last few years have been difficult for Tervis and they are now experiencing financial issues.  While disappointed they have no interest in actually addressing customer issues, I do hope they can work through their issues so they can once again be the company they had been - great products, stood by their products, took action, and a team that truly cared about the customer.

  Sincerely,
  
  ***************************

• Initial Complaint

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sent in 5 tumblers to be replaced under their lifetime warranty. Took 2+ months to get replaced. Today got one back. Called them and they said they got one not 5. I sent in 5, should get 5 replacements not 1 Would not make sense for me to spend $10 postage on a $14 tumbler and wait 2.5 months for it. I sent in 5. They said their department said they got 1. They should review their footage. I sent in 5, I would like my 4 additional replacements am I owed.Called in today. Said their team would look likt it but the lady didnt seem understanding and was off putting. Wouldnt waste $10 on a $14 tumbler and 2.5 months for this. But didnt say when their team would contact me, had no time frame she said. I want this resolved immediately

  Business response

  02/14/2024

  We thank Mr. ***** for taking the time to reach out regarding his recent warranty order. Our ************* Manager has been in touch with him so we may work to resolve this issue. Thank you. 

  Customer response

  02/14/2024

   
  Complaint: 21249398
  
  I am rejecting this response because:

   

  has not been resolved yet. Did get an email from someone but it was just asking if I have a receipt for something I shipped 3 months ago. No one keeps a receipt that long. Waiting on a resolution
  
  Sincerely,
  
  *******************

• Initial Complaint

  01/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sent item for lifetime warranty replacement on Nov 15, and MY OWN expense. Stone silence since and no replacement sent. It is now January 6, ****. I want my item replaced as promised or a refund to to replace the item myself. When I described the problem, they knew exactly what was wrong, and told me to send it in and it would be replaced. Will not respond to emails nor send me my my replacement. I have tracking number. They received item on November 20. I have told them all of this more than once. I have been far too patient!

  Business response

  01/10/2024

  We thank Ms. ****** for taking the time to reach out. We are currently running approx. 60 business days for *******************, which would put your warranty due for processing on or about February 21, ****. When viewing our Guarantee page, we post our processing timeframe so customers know when to expect their tumblers to be processed. Please rest assured that we are working hard to process warranty requests as quickly as possible and appreciate your patience. Thank you. 

  Customer response

  01/10/2024

   
  Complaint: 21105832
  
  I am rejecting this response because: I sent item in mid November.  60 days from that is mid January, not February 21. Also, originally I was told it would take 30 days, not 60 days.  Also, my emails have been ignored.  This offer would finally replace, after 90 DAYS,  a single small tumbler worth $10, and I paid return shipping.  Sending in for warranty was a joke.  I want the tumbler replaced regardless, but the facts need to be stated for the record.  This treatment does not speak well for Tervis.  How on earth it can take 30-60-90 days to replace a lifetime warranty claim for a small item is beyond my understanding.   Thank you.
  
  Sincerely,
  
  *********************

• Initial Complaint

  12/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My Tervis 24 oz clear tumbler was leaking. In accordance with the Lifetime Guarantee, I shipped my Tervis cup to their facility in **********, **. Per the tracking number, it was delivered on 9/15/23. I have made repeated contact via email regarding my replacement and it now has been over 90 days. I paid $9.10 to ship the cup and still have received no replacement from Tervis. Per other online reviews, it appears I'm not the only one experiencing this.

  Business response

  12/26/2023

  We thank Ms.****** for reaching out. Due to the busy Holiday season, we ask customers to allow up to 90 business days for processing and apologize for any inconvenience this delay this may have caused. We will email you an update once your warranty has been processed.

  Customer response

  12/27/2023

   
  Complaint: 21020162
  
  I am rejecting this response because:

   

  
  Complaint: 21020162
  
  I am rejecting this response because:

  
  My item was received at Tervis' facility on September 15. That is not the "holiday season". After contacting Tervis for an update,  I was informed the warranty replacement would take 60 days. After 60 days I contacted Tervis again and was told replacements would take 90 days. At this point it has been over 100 days and there seems to be no sense of urgency for customer service. Please just refund me the shipping costs of $9.10 for mailing my cup to your facility. 
  
  

  Business response

  01/02/2024

  We thank Ms. ****** for taking the time to respond. We are very sorry to hear you are unsatisfied with our reply. We currently have posted that the timeframe to process Guarantee orders is 60 business days, which would have put your warranty order due for processing December 14th. We show it was processed by our Returns Team on December 27th, seven business days later then originally communicated. We are sorry for any delay processing but show your tumbler is estimated for delivery January 4th. We are unable to reimburse any shipping costs incurred when mailing in a tumbler for replacement. If there is anything else we may assist you with, please do not hesitate to reach out. Thank you. 

  Customer response

  01/03/2024

   
  Complaint: 21020162
  
  I am rejecting this response because:

  60 days would have been November 14. December 27 was over 100 days. You need to update your Guarantee policy to state 90+ days for fulfillment.

   

  Customer response

  01/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  12/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On their website, Tervis states they offer a guarantee on their products. I purchased a tumbler of their and the wrap started to peel. It was a stainless steel tumbler and no where on their website did it state that this could potentially be excluded from the guarantee. On 9/4 I mailed my tumbler (at my own expense) to them for a replacement. I included a description of the tumbler I wanted in exchange. They said it would take 60 days. I have since had 5 email exchanges with them and no resolution. Not even an update as to where I am in the process. One person told me that I wouldn't be eligible for the warranty because it wasn't the plastic tumbler. Again, no where on their site does it state this. Why would I pay money to send in a tumbler not covered? I keep getting the run around. They ask for my tracking info even though they can describe the item I sent. I can't get anywhere with them. It's incredibly shady and bad business practice. They keep telling to look for an email but here we are over 90 days out and no resolution. They never respond back after the initial reply. I've tried escalating to managers but that goes no where. I want them to honor their guarantee and send me the requested tumbler.

  Business response

  12/26/2023

  We thank Ms.****** for reaching out. Due to the busy Holiday season, we ask customers to allow up to 90 business days for processing and apologize for any inconvenience this delay this may have caused. Legacy stainless tumblers are covered by a limited guarantee that warranties against thermal performance only. Normal wear and tear including fading, dents, chips and scratches,including peeling, chipping or fading of printed designs is not covered. This is explained on our warranty page as well as a notice to contact ************* appears in red when selecting peeling and chipping as a return reason when completing the warranty form. While reviewing your warranty request, we will also test your tumbler for thermal performance. In the event your tumbler fails thermal testing and falls within our 5-year Limited Guarantee, your tumbler will be replaced. Your tumbler will be returned to you if it passes thermal testing. We will email you an update once your warranty has been processed.

• Initial Complaint

  07/17/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I went on the Tervis website to get my Father a tumbler for Father's **** The photo that I clicked on of their "Father's *** Collection" showed the tumbler that I bought with a white lid. On the item page under "Product Description" it said..."Information This printed wrap-around design is sealed between the tumbler walls. Tervis tumblers feature double-wall insulated construction that keeps drinks hot or cold longer and reduces condensation to prevent rings on your table.Strong, impact resistant BPA-free material means these tumblers can take a tumble without shattering and won't retain tastes or odors. Tumbler also comes with an easy-to-clean BPA-free travel lid.Most tumblers are microwave, freezer and dishwasher safe for no-worry convenience and fit most cup holders.Each classic tumbler is proudly made in America and backed by a Lifetime Guarantee so you can *******************."It clearly states that the tumbler comes with a lid. I thought that the item came with a lid since the description says that it does. When the item arrived there was no lid. I e-mailed customer service letting them know that I didn't receive the lid with my item and asked if they could please send me the lid. **************** e-mailed back and said that the item that I ordered does not come with a lid. So I went on their website to do a live chat with a customer service agent. I told them that the item description on their website says that it comes with a lid and that I didn't receive one. They again told me that the item doesn't come with a lid. I told them that the description says that it does to which they replied that is just a general description not specific to that item. I asked how anyone would know that? I told them that they need to change the description and that it is false advertising. They would not honor the description and refuse to send me a lid. Their website is deceptive and misleading. If the item doesn't come with a lid they need to clearly state that.

  Business response

  07/28/2023

  We appreciate Ms.******* taking the time to reach out. After reviewing the order and interactions, we found the product details on our website incorrectly stated the tumbler comes with a lid. We have corrected the website and have also asked the lid be sent to the customer. Please allow 5-7 business days for the lid to arrive. Thank you for bringing this to our attention and providing us the opportunity to make this right. 

  Customer response

  08/04/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/19/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had two items that had a guarantee. I first tried to contact the company for instructions on how to return the items. There was never a response by phone and received a response by email 3 days later. I paid the cost to mail the items back and I have shown them received 04/21. No email or communication on the process. Requested an update 05/21 that they have no update on the status. Here we are 06/18 an I know nothing. These are items I purchased as well as sent them back at my own expense. This is ridiculous and I want my items back or a refund.

  Business response

  06/19/2023

  We appreciate Ms.***** taking the time to reach out regarding her Made for Life Guarantee request. We are currently running approx. 60 days for ******************* from date of receipt. Reviewing our records we show we replied to Ms. ****** initial email on 4/19/2023 answering her inquiry regarding shipping in tumblers for warranty. A second email was received yesterday that we have not had the opportunity to respond to. We are unable to locate any inquiry dated 5/21. We show the warranty was processed last week and shipped this morning. Tracking information was emailed to Ms. ***** this afternoon. If there is anything else we may assist with,please let ** know.

  Customer response

  06/21/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a tumbler and the lid wont stay in so it leaks. I contacted customer servia via chat and told them the issue and was asked the purchase date. The gentleman said this was covered under the warranty and told me to send the cup in. I paid $12 to send the cup in and then an a dishonest employee said no one would ever tell me to send the cup in and the lid issue isnt covered under warranty. I would not have done any of this had I not been told it was covered and to send it. They now have my cup and lid, i paid $12 to send it, they will not honor their warranty and ***** is saying untrue things. I would like a refund for what I paid for the cup and for the money spent to send it back to Tervis as I was told to do. The cup w tax was $24.35 and shipping to send it back was $12 = refund of $36.35

  Business response

  03/29/2023

  We appreciate Ms. ******** taking the time to reach out. The ************* Manager has contacted Ms. ******** to work to find a resolution to this matter. We appreciate her bringing this matter to our attention so we may work to make this right. 

  Customer response

  03/29/2023

  
  Complaint: ********
  
  I am rejecting this response because: They offered me a different cup. I replied "This offer in not acceptable due to the horrible customer service experience. Had I originally not been told it was guranteed and to send it back it just would have been thrown away with no further steps taken. Instead I was told it was guranteed and to send it, my time and money was spent to send back, then your customer service person said i was never told that and would never be told that and it isnt guranteed. My bbb complaints remains open. I am not interested in another faulty product from a very dishonest company."

  I would like the refund i requested. I paid for a cup and paid shipping they told me to.

  
  Sincerely,
  
  *********************************

• Initial Complaint

  02/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the *** Tumblr turbines cup. I lost a leg to it. I can find the receipt I was trying to see if yall still a little separately or can you replace the cup?

  Business response

  03/29/2023

  We appreciate Mr. ******** taking the time to reach out. Reviewing the complaint we have reached out to the customer asking for more information so we may better assist him. Thank you. 

*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. ↩