As an active-duty military service member and a nurse, I was excited to take advantage of Stanley’s advertised 30% discount for military personnel and first responders. However, the experience left me feeling misled and disappointed.Stanley’s instructions clearly state that once military verification is completed through ID.me, you should “add your items to your cart” and the 30% discount “will apply automatically.” Note the word “items” — plural. I followed the steps exactly and purchased two full-priced tumblers, expecting the discount to apply to both. Instead, the discount only applied to the cheaper of the two.I contacted customer service for clarification. The first representative inaccurately told me I had received the full discount. However, the breakdown in my confirmation email didn’t show itemized pricing — only a total — making it difficult to verify. I called again and spoke with another representative, who then told me that the discount only applies to one item. When I asked where this policy is stated on the Stanley website or within the ID.me terms, she couldn’t provide any proof.This lack of transparency is frustrating — especially since these tumblers were meant as a gift for myself and another nurse. Had the policy been clearly stated, I would have simply placed two separate orders using each of our ID.me accounts. Instead, I received no resolution, no courtesy coupon, and no update or acknowledgment of the misleading language on their website.Stanley may make quality products, but honest and respectful customer service matters more to me — especially when a brand claims to support military and healthcare workers. I’ll be taking my business elsewhere and encouraging others to do the same until Stanley fixes this issue and communicates their policies more clearly.
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