ComplaintsforTervis Tumbler Company

• 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. 

• Initial Complaint

  02/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My daughter ordered a tumbler for me but bought the wrong size. I shipped it back with the exchange form on Dec. 5. It was received on Dec. 7. It is now Feb 27 and I have received no correspondence at all. I would like a refund and to be reimbursed the $12 I spent shipping it to them. order number ********

  Business response

  03/29/2023

  Thank you for reaching out. We are very sorry for the delay in processing Mr. ******** exchange. Our records show it was processed on February 21st and delivered February 27th. We appreciate Mr. ******** patience and are very sorry for the delay. 

• Initial Complaint

  01/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed an order for Christmas that was lost. On one of the 2 times I was able to call customer service during the business hours stated in the message and talk to a person, I was promised my lost order would be expediated. It wasn't. On the 2nd call, I spoke with *******, asked for the order to be cancelled and my money refunded. ******* stated my money would be refunded in 5-7 days. This is business day 9 and the money is still not back in my account. I do plan on making one more phone attempt on this matter. The 2 email messages I sent were never acknowledged or responded to.

  Business response

  01/12/2023

  We thank Ms.******** for taking the time to reach out and we are very sorry that her order was lost in our system and did not ship. We have reviewed her account and show her order was cancelled per her phone conversation with our ************* team. We do not charge for an order until it ships and Ms. ******** has not been charged. A temporary authorization may show as pending but will fall off when the order does not ship. We received an email from Ms. ******** this morning confirming the temporary authorization has fallen off and she does not show any transactions from Tervis. 

  Customer response

  01/18/2023

   
  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

  01/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 5th 2023 I ********************* Purchased a Tumbler double wall cup containing a pink colored tinsil on the inside wall of the cup upon my arrival home I began using the cup resulting in choking and vomiting from the manufacturers default allowing a piece of tinsil to slip through the inner wall of ****** cup containing lid and straw allowing me to choke on the tinsil contained on the inner wall of this cup

  Business response

  01/11/2023

   

  We are in receipt of the BBB complaint and reviewing the information and photo the customer uploaded the drinkware the customer purchased is not a ********************** product and looks nothing like the drinkware we manufacture. We are requesting to have this complaint removed from our page. I have reached out to the complainant letting them know this is not our product. A copy of this email is attached.

   

   

  Cheers,

   

  ***********************

  Customer Care Manager

  ********************************* 

  ************

• Initial Complaint

  12/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have 100s of tervises. I sent a few in for the guarantee because the lids no longer fit they were deformed. I was told theyd be replaced like for like one of my tumblers did not come back. I have called and emailed and even used ******** to ask that they either send the cup back or give me a credit or something.

  Business response

  12/30/2022

  We thank Ms.******** for taking the time to reach out. Reviewing our notes, Ms. ********has been in contact with our ************* team through email and ******** and we are sorry to hear she is unsatisfied with her recent Guarantee experience. We do everything in our power to communicate our Made For Life Guarantee and how replacements are issued prior to a customer sending in their drinkware. When completing the Guarantee form on our website, we explain that if the design cannot be reused and it is a design we no longer carry, a clear tumbler will be issued for the replacement. One of Ms. ********* design could not be reused and was discontinued several years ago. We understand this design is very sentimental and please rest assured we did everything in out power to reuse the design but was unsuccessful. Ms. ******** has been issued a replacement tumbler. 

  Customer response

  01/02/2023

   
  Complaint: 18565438
  
  I am rejecting this response because:

  The website clearly states the cups will be replaced like for like. I was sent a clear cup which is about half the price of what I sent them. They did not inform me that they could not reuse the cup. Additionally, they are still even now refusing to send my original cup back. No where does it say that if the cup cant be remade that they will not send it back. I assumed they would be reasonable about this. Additionally 2 water bottles I sent, I sent the lids with them. Last time I sent a water bottle through the guarantee they replaced the lids. This time they sent no lids so the water bottles cant be used. They emailed and said theyd send them but they never did. This is over 50 total including the one cup and the 2 water bottles of now unusable products. These items have been 100% stolen by Tervis. It makes no sense as to why they would not return these items. 

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

  Business response

  01/11/2023

  We thank Ms.******** for taking the time to respond. We are sorry to hear she is unsatisfied with the replacement tumblers that was sent to her. When sending in drinkware for replacement, we state the tumbler is replaced like for like, meaning the tumbler is replaced with the same size and design. Unfortunately there are times that we are unable to reuse the design. When completing the Guarantee form, we explain in several places that if we are unable to reuse the design, a clear tumbler is sent. We can assure you Ms. ********* tumblers were not stolen,they were processed by our ******************** and replaced. The original tumblers have been recycled. Ms. ******** also reached out to us regarding her water bottle lids. When completing the form we explain accessories are not guaranteed, they will be recycled and not returned. The ************* ********************* was working with offered to send a one-time replacement of the lids and is awaiting a response advising on the lid colors. 

  Customer response

  01/12/2023

   
  Complaint: 18565438
  
  I am rejecting this response because:

  The water bottle lids are purchased WITH the tumbler. Therefore, they are replaced together. They have been replaced together in the past. I asked your agent via email if this was the case he said yes I told him mine were red and pink. You know the colors, because I sent them to you in October with my cups and they were never returned. I am providing a screenshot of the agent telling me he will let me know when my red and pink water bottle tops are sent however since then no one will respond to me. Had you not wanted to replace these, you could send me my old ones back, but you did not. I guess you destroyed these without my permission like you destroyed my cup, 

  I have reviewed your website a second time. All across the website it states like for like will be replaced. Please send me where *on the website* this is stated. The tumbler I sent to you was much more expensive then the clear one you sent back. The clear one is valued at ***** and mine (a bride themed cup) is valued at *****. If mine were being exchanged like for like, you would have given me a cup of similar design (another bride themed) and similar price. Screenshots attached. 

  Lastly you state you recycled my own cup. I never was asked if it was ok that you destroy my items that I sent to you for warranty. Had I been asked, I would have asked you to send my original back instead of the clear one. You never had my permission to destroy or not return my items. The decal was completely intact, and I sincerely do not understand why you could not use it, the issue was the top had warped. It is not ok to destroy other peoples items without speaking to them even children know that. 
  
  Sincerely,
  
  ***********************

  Customer response

  01/12/2023

   
  Complaint: 18565438
  
  I am rejecting this response because:

  Complaint: 18565438
  
  I am rejecting this response because:

  The water bottle lids are purchased WITH the tumbler. Therefore, they are replaced together. They have been replaced together in the past. I asked your agent via email if this was the case he said yes I told him mine were red and pink. You know the colors, because I sent them to you in October with my cups and they were never returned. I am providing a screenshot of the agent telling me he will let me know when my red and pink water bottle tops are sent however since then no one will respond to me. Had you not wanted to replace these, you could send me my old ones back, but you did not. I guess you destroyed these without my permission like you destroyed my cup, 

  I have reviewed your website a second time. All across the website it states like for like will be replaced. Please send me where *on the website* this is stated. The tumbler I sent to you was much more expensive then the clear one you sent back. The clear one is valued at ***** and mine (a bride themed cup) is valued at *****. If mine were being exchanged like for like, you would have given me a cup of similar design (another bride themed) and similar price. Screenshots attached. 

  Lastly you state you recycled my own cup. I never was asked if it was ok that you destroy my items that I sent to you for warranty. Had I been asked, I would have asked you to send my original back instead of the clear one. You never had my permission to destroy or not return my items. The decal was completely intact, and I sincerely do not understand why you could not use it, the issue was the top had warped. It is not ok to destroy other peoples items without speaking to them even children know that. 
  
  Sincerely,
  
  ***********************

  
  
  

  Business response

  01/12/2023

  We have further reviewed Ms. ********* account and see she has been in contact with multiple members of ************* through email and ********* The request for the lids was put in on Dec. 7 but not submitted. We have asked that the lids be sent out and should arrive in 5-7 business days. We are very sorry for this delay.

  When completing the Guarantee form, at the top of the page is a section titled Before you Start.It states: We will attempt to extract your current emblem (patch) or wrap from your returned product and reinstall it into a new **********************. While it is not a guarantee that it can be salvaged for replacement, we will take the utmost care in our attempt to do so. Please note if we cannot reuse the design in your **********************, we will send a clear ********************** for the replacement.

  In the Terms and Conditions  linked at the bottom of the Guarantee form we state in Step 3: Once items have been received and verified as defective, your new drinkware will be shipped back to you. If we are unable to reuse the decoration in your drinkware, we will send a clear ********************** for the replacement.

  Ms. ******** completed the form on October 2,2022.

  We understand the design is very sentimental to Ms. ********* We have a 98% success rate reusing designs and we are truly sorry we were not able to for this **********************. Ms. ******** also sent several other **********************s in addition to the Mrs. ********************** and all other decorations were able to be reused.

  When replacing **********************s, the old ********************** is cut open to remove the decoration for inspection. When we attempted to reuse the decoration the adhesive that held the decoration together failed and we were unable to repair it in a manner that would pass quality inspection.

  Ms. ******** has reached out to ************* numerous times over the past several weeks and we have assisted her to the best of our abilities.  We have closed all tickets related to this matter and we will not respond any further. 

  Customer response

  01/12/2023

   
  Complaint: 18565438
  
  I am rejecting this response because:

  Tervis has been unable to provide any paperwork stating that a clear tumbler will be the replacement if the design is not used. The website does not list this either, I have read and re read each page and it states like will be replaced for like I am asking for my tumbler to be replaced with a like tumbler as the website states repeatedly. 
  

  The consumer owns the tumbler and it is the discretion of the consumer if the item is destroyed. In this case, Tervis destroyed multiple of my items without permission. Then, Tervis provided a replacement which is less than half the value of the item they destroyed. This is clearly not legal and if this is not settled with the BBB I will contact the attorney general and the FTC. 
  

  Lastly I would like to note that this issue has been ongoing since October. This is month 4. Tervis has not made one phone call to me to attempt to correct this issue. They left me without lids to the water bottles after taking mine 4 months ago. Tervis should improve customer service because this is simply unacceptable. 
  
  Sincerely,
  
  ***********************

  Customer response

  01/13/2023

   
  

  Complaint: 18565438
  
  I am rejecting this response because:

  Tervis has been unable to provide any paperwork stating that a clear tumbler will be the replacement if the design is not used. The website does not list this either, I have read and re read each page and it states like will be replaced for like I am asking for my tumbler to be replaced with a like tumbler as the website states repeatedly. 

  The consumer owns the tumbler and it is the discretion of the consumer if the item is destroyed. In this case, Tervis destroyed multiple of my items without permission. Then, Tervis provided a replacement which is less than half the value of the item they destroyed. This is clearly not legal and if this is not settled with the BBB I will contact the attorney general and the FTC. 

  Lastly I would like to note that this issue has been ongoing since October. This is month 4. Tervis has not made one phone call to me to attempt to correct this issue. They left me without lids to the water bottles after taking mine 4 months ago. Tervis should improve customer service because this is simply unacceptable. 

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

• Initial Complaint

  12/08/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I was shorted a tumbler on an ordered placed in November 2022. I've tried contacting the company with at least 6 emails and several phone calls. They will not respond to my emails, answer the phone, or return my call when I leave my phone number. I was originally calling to see if they would ship the tumbler that was omitted from the shipment. I am so disgusted with them after all my attempts to reach them, that I want to return my entire order and get a full refund.

  Business response

  12/08/2022

  Thank you for taking the time to reach out to us regarding your order and we are very sorry your order was missing an item. Reviewing your contact history, we show your first contact to ************* was on December 1st. We are very sorry for the delayed response. We have received an increase in volume due to the Christmas Holiday and our ************* team has been working hard to reply to each inquiry as quickly as possible. We show ************* responded  earlier today prior to us receiving this notice notifying you the missing item is being sent to you and we will email tracking as soon as it becomes available. Thank you and if there is anything we further we may assist you with we recommend calling us at ************ for a more immediate response.

• Initial Complaint

  08/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'll never buy another Tervis cup again. I recieved a Blackhawks Stainless steel 30 ounce cup. After 6 months the design had almost completely chipped off. My cup became dented with rust inside and out. I never got to use it again after 6 months of owning it. I tried desperately to contact Tervis. I sent them pictures and a detailed email more then once. I only received a form letter explaining that "It's not covered under warranty." They seem to expect you to drink out of a rusted cup! That's absolutely disgusting! This is a $50 tumbler, I am so disappointed at Tervis. I have been buying their cups for over *********************************************************** *****, while everything else is made in *******. I can't imagine that rusting and severe denting wouldn't be covered under Warranty. Unfortunately I know exactly how they will reply to this complaint. Tervis, I REFUSE TO HEAR ANOTHER RESPONSE OF "sorry that's not covered under warranty"!

  Business response

  09/14/2022

  We thank Ms. ******* for taking the time to reach out and for including the photos of her 30oz stainless steel tumbler. The 5-************ Guarantee for our stainless steel tumblers covers protection of the thermal performance only. Wear and tear, dents, chips and scratches, including peeling, chipping or fading of printed designs is not covered. We understand that Ms. ******* is not satisfied that her tumbler does not qualify for replacement under the 5-year Limited Guarantee. After reviewing the photos, the damage on the tumbler is not something that is considered to be a defect and suggests the tumbler may have been used in a manner that falls beyond normal use. Our ************* Team has been in contact via email with Ms. ******* and has offered assistance in ordering a new tumbler at a discounted rate. If there is anything further we may assist with, please do not hesitate to reach out. Thank you. 

  Customer response

  09/14/2022

   
  Complaint: 17895809
  
  I am rejecting this response because: Rusting on the inside and outside of a stainless steel cup shouldn't be considered normal wear and tear. I cannot comprehend why Tervis would expect their customers to accept that drinking from a cup with rust on the inside is normal wear and tear and it's to be expected. I contacted your customer service team many many times asking for help, and have received the exact same response verbatim. Only now are offing a "discount." I've since given up on Tervis Tumblr and will never purchase another cup from your company. I threw away my rusted, dented, peeling, stained mug away. The only thing it did was collect dust ontop of my fridge for a year and a half. It was a constant disappointment and sadness to look at mug that once had a design I absolutely loved. I don't want or appreciate an offer for a "discount." I can buy discounted *** certified Tervis Mugs without ever shopping on your website. I simply refuse to pay over $30 for a new mug to except the same horrible experience.

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

• Initial Complaint

  02/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order for a tumbler a few hours ago, when I checked my email confirmation, I noticed it was the wrong size. I called immediately to cancel my order. I was told that I wasn't allowed to cancel the order and told that information was provided to me upon check out (which it a blatant lie). This isn't a personalized or custom order and it isn't even estimated to ship out until next week! The service person said that I have to get the order, then ship it back. Shipping is costing me $6 and I have to pay another $6 to ship it back for a $20 cup! At this point, the returning the cup is a moot point. I'm disputing this because that information on canceling orders is nowhere on their website.

  Business response

  03/08/2022

  Business Response /* (1000, 5, 2022/02/22) */ We appreciate Mr. ******* taking the time to reach out regarding his recent order and are sorry to hear he is unsatisfied with his experience. All Classic tumblers are made to order and once an order is placed, our Production team begins work to build the tumblers ordered. Orders are shipped within 2 business days. We do everything in our power to educate our customers prior to placing their order and this includes a disclaimer in the last step of check out informing customers orders cannot be changed or cancelled once they are placed. Our records show Mr. ****** called our Customer Experience team the following afternoon after his order was placed, and the tumbler was already built at this time. We understand mistakes happen and Mr. ****** is welcome to return the tumbler under our 30-day Return and Exchange policy. Our Customer Care Manager has reached out to Mr. ****** via email with a resolution to this matter and look forward to assisting him in the future.

*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. ↩