Stanley 1913 Returns Policy

★
Atrocious customer service
Item arrived unsealed and obviously opened and possibly used. I contacted customer service via chat and the representative abruptly told me they were ... Item arrived unsealed and obviously opened and possibly used. I contacted customer service via chat and the representative abruptly told me they were going to open a damage case and just left the chat without letting me know what to do next. A short while later I received an email notification asking me to provide pictures of the damage, I replied stating that I never said the item was damaged. No one replied so I sent pictures of the unsealed shipping box and the torn wrapping. Later on that night I received an email stating that the case was closed as no damage was observed and that I should just accept and use the item as received. I then replied twice more statingg that my issue was not resolved and asked for their return policy and instructions for returning, to which no one replied. What a joke of a company. For the amount of money they charge for a cup you would think the least they could do would be to seal a package and better yet treat a customer with respect. I think they fail to realize that without customers they won't exist. What has happened to customer service nowadays? Read more

DRG

★
I ordered 3 cups for Christmas on...
I ordered 3 cups for Christmas on November 26 and didn't receive them until December 27th. I have tried to contact customer service over and over then... I ordered 3 cups for Christmas on November 26 and didn't receive them until December 27th. I have tried to contact customer service over and over then when I do get a call back I am told they will issue a refund. Then I get an email that a refund can't be issued because the order had been mailed (this was before the package was received) then I am told when the package comes to return it with a free return label and a link was given to me. I click on the link and it says a return can't be done on this item due to it hasn't shipped yet. Customer service is a joke! Read more

Lora Delaney

★
If I could give them negative stars I...
If I could give them negative stars I would!!! Placed an order and ask to cancel the order within a couple of hours and they said it could not be canc... If I could give them negative stars I would!!! Placed an order and ask to cancel the order within a couple of hours and they said it could not be cancelled because it was already fulfilled by the warehouse and the shipping label and been created. If the product hasn't left the company then it should be able to be cancelled. After reading other reviews I know that if I return it once the cup arrives I wouldn't get my money back anyway. This was my first time buying from them and it is most definitely my last!!!! Buyer beware DO NOT DO BUSINESS with this company!!!!! SCAM!!!!! Read more

Sheila Kiley

★
Worst ever customer service!
Do not buy a bottle from this Stanley EU directly because if you want to send it back for whatever reason they take 2 months to get back to you and th... Do not buy a bottle from this Stanley EU directly because if you want to send it back for whatever reason they take 2 months to get back to you and then it will be outside of their return window which makes it virtually impossible to return. I have replied to X10 emails and I keep getting the same answer. I am probably "speaking" to a robot! The worst customer service I have had in a very long time! Funnily enough their US counterpart was very receptive but unfortunately they could not help me as it's EU. Read more

dominique greef

★
Worst customer service
I returned a cup the day after I received it because I didn't care for the color. I got an email saying they received my return two days later. It has... I returned a cup the day after I received it because I didn't care for the color. I got an email saying they received my return two days later. It has been two weeks and I've messaged and called customer service three times and still haven't got my refund. They say they will bump me to the highest priority and run the refund asap bla bla and then they don't do anything. Beware if you decide to send something back you are more likely to get your money back by selling it on your own then getting any help from Stanley!!! I'm still out my money and they have their cup back, probably already resold it!! Read more

Carolyn Oxley

★
I purchased the ice flow flip straw...
I purchased the ice flow flip straw bottle from one of their resellers. I asked them a specific product question as I was unsure whether the scuff mar... I purchased the ice flow flip straw bottle from one of their resellers. I asked them a specific product question as I was unsure whether the scuff mark on the inside of the bottle was an issue, they ignored my email once I told them I had purchased it from one of their authorised resellers. I tried to assume a good opinion and told myself that my email may have gotten lost amongst their other emails, therefore I asked another question from their web form; this time they responded and said that because I had not purchased the bottle from their website that they couldn't answer my question. I tried to explain that the question was about the product and I wasn't asking to return the product to them or anything related to that, I just wanted to clarify if the scuff mark on my bottle would cause any lead to leak and hence be unsafe. They couldn't answer such a simple question. Extremely poor customer service. I'm returning my bottle back to the reseller and asking for a refund, this company is a joke. Read more

S Farouk

★
Mislead in the advertising
Mislead in the advertising, because they say it's not made from plastic but the whole cap + straw is plastic, they say it's a healthy cup with no chem... Mislead in the advertising, because they say it's not made from plastic but the whole cap + straw is plastic, they say it's a healthy cup with no chemicals or other bad things, i try to return it on Facebook messenger they don't respond, i send them 2 e-mails they don't respond i am never ever gonna buy anything anymore in my life from stanley cups , goodbye 50€ Read more

Aaliyah

★
Extremely disappointed
Extremely disappointed, ordered a peony tumbler which came with several manufacturing defects, I was issued with a refund and went on to order another... Extremely disappointed, ordered a peony tumbler which came with several manufacturing defects, I was issued with a refund and went on to order another, again this arrived in a terrible condition with scratches all over the lid, after emailing backwards and forwards for over a week I am still no further forward with trying to simply get a new lid. Because of there terrible, patronising customer service team taking so long the tumbler is now out of stock so I have to either have a damaged one or simply return it. They don't deserve loyalty. I'll stick to my old cups. Read more

Amy M

★
Don't expect a refund if you return something!
I returned a product and was told it would take 10-14 business days to receive my refund. It has been over 22 business days and still no refund has be... I returned a product and was told it would take 10-14 business days to receive my refund. It has been over 22 business days and still no refund has been issued. I have reached out to them several times and keep being told that they are working on it. Highly suggest staying away from this company - very poor customer service. Read more

Stephanie Morrison

★
The order was canceled but they didn't refund it and sent my product, now I can't return it because it is customized
I bought 3 Stanley products, 1 was customized. I looked on another website and I found a color that I liked the most, I went to I contacted Stanley an... I bought 3 Stanley products, 1 was customized. I looked on another website and I found a color that I liked the most, I went to I contacted Stanley and asked to cancel the custom product. I received an email confirming that the product would be canceled, I went to the other website and bought the product in the color I wanted. I went flying during spring break, and when I came back, to my surprise, the 3 products had been delivered and the refund for my product had not been made. I contacted Stanley who responded by saying that they could not cancel the product as it was customized. I wonder, how could they not cancel if I have an email proving that they said they would cancel? Well, I sent two other emails with prints of the emails showing that they had said they would cancel my purchase and so far they haven't responded and I was left with a product that I didn't like. You need to think carefully before purchasing on the Stanley website, if you regret it, no matter how much they say they canceled your purchase, you could still be at a loss and not be able to return the product. Read more

Suelen Silva

★
If I could give a minus I would I...
If I could give a minus I would I received the wrong order, camping set instead of 5 quenchers. I called and they sent a return label. I sent it out t... If I could give a minus I would I received the wrong order, camping set instead of 5 quenchers. I called and they sent a return label. I sent it out the next day. I have it verified they received the return items. It has been 5 weeks and still no refund or replacement items. You can not reach them by phone and they send out a computer generated answer on email. I am so disappointed in a company that I used to respect! Read more

Denise Gula

★
-5 Stars-Holding my money hostage
I wish I could give this company negative stars. I placed an order on 11/17, received it and decided I did not like the color after I opened one. I st... I wish I could give this company negative stars. I placed an order on 11/17, received it and decided I did not like the color after I opened one. I started a return, mailed it back in and it was received on 12/06 at their warehouse. I have been waiting for almost a month for my refund of $117.70. I have sent numerous emails, contacted their IG account, and spoke with customer service after a 25 minute wait. I have been given the runaround time and time again. It is absolutely insane that a million dollar company like Stanley has such horrible customer service and horrible business practices. I just want my money back. I have filed a complaint with the BBB and I will never purchase another Stanley. I know that doesn't impact their sales but STANLEY is a HORRIBLE COMPANY to do business with. Go support other brands. Read more

Sam Brock

★
no delivery information after 8 days
no delivery information after 8 days. Website says they ship within 24 hours. No one answers the phone to even make an inquiry. Very disappointing and... no delivery information after 8 days. Website says they ship within 24 hours. No one answers the phone to even make an inquiry. Very disappointing and I will not be a return cusotomer. Read more

MaryAnne

★
Have I been scammed
Have I been scammed? No merchandise received, no return email response, no way to verify tracking - not accepted.....frustrated.... Have I been scammed? No merchandise received, no return email response, no way to verify tracking - not accepted.....frustrated. Read more

Kimberly Lawyer

★
Placed an order on 11/25 my order still...
Placed an order on 11/25 my order still says unfulfilled sent an email and response was you have to wait for a tracking number. Waited a week called a... Placed an order on 11/25 my order still says unfulfilled sent an email and response was you have to wait for a tracking number. Waited a week called and they told me that the order has not been processed or shipped from the warehouse and they cannot give a status until a tracking number is issued. No idea when that will occur. No status and they were rude. Asked to cancel my order and they informed me they could not until a tracking number was issued then I would have to return it. Crappy customer service. Read more

Christine Avena

★
Getting a refund from this company...
Getting a refund from this company mount is absolutely impossible! You return an item and they just keep your money. I returned an item over 2 months ... Getting a refund from this company mount is absolutely impossible! You return an item and they just keep your money. I returned an item over 2 months ago and keep getting emails stating they're processing my refund. This is an unacceptable business practice. I want my money refunded for your overpriced mugs! Read more

Shannon Robb

★
Order a Stanley water bottle...returned...
Order a Stanley water bottle...returned it as it was too big. They received my return on June 23rd and I have yet to receive my $71 refund. I have cal... Order a Stanley water bottle...returned it as it was too big. They received my return on June 23rd and I have yet to receive my $71 refund. I have called multiple times to which they say I need to wait 14 days. Now I can't even get a response or anything from them. Read more

jenny dixon