Review Time
I have been ghosted by Stanley after submitting a warranty claim on a broken tumbler I only had for a year. I don't know what I have to do to get them to respond to me. I submitted a warranty claim on 8/1/25. Kirshan responded on Aug 7 asking for a pic of the bottom of the tumbler. I provided this pic the same day. Kirshan asked me what color I want for the replacement on Aug 14 and I responded within the hour with the color selection. I followed up on Aug 24 and Aug 28 - no response. I submitted an email via the website on Aug 30 - no response. It is now 9/10/25. I have bought like 5 Stanleys and my daughter wants another one but I won't buy from a company that doesn't uphold the service they claim to have.
After purchasing 2 overly-expensive ONE HANDED thermal mugs, they were recalled because of defective lids. OK, things happen. No big deal, BUT, their solution was to send out lids that require two hands to open, which totally defeats the the purpose of a one-handed mug.I won't be buying any more of their over-priced products.
Worst experience in any purchase ever made in any company much less a quality brand company. I ordered a 40 oz tumbler limited series Caitlin Clark. Purchase Ordered made Sept 4, 2025, through various back and forth email of where my item is their customer service level is all time lowest of any company I ever dealt with! Responses of “on its way” to “ replacement on its way” to “ we are sorry for the delay” etc, even pointing out what their error was in mailing via FedEx to USPS . Finally frustrated given it’s been 4 months without any resolution to receive package( which I patiently waited for due to it limited series ) I asked for a refund back to my credit card. Again the level of customer service is at all time low. Response by email processing refund ( Dec 4, 2025) will be credited back to credit card within 5-10 days .. bang practically a month ( to date 12-23-2025)since then I have yet to be credited my refund despite several emails to their customer service on status of refund. Their brand company thrives on quality production and brand name, but not brand enough for me at this point of dissatisfaction. I’ve reached the point of taking my refund as a loss and definitely an error to get sold on marketing brand in itself . With never receiving the purchased item to not receiving my refund . I will definitely discourage people from purchasing from this company as they are definitely much better brand companies providing top quality production and excellent customer service. It’s sad really for the “Stanley “ brand. I feel sad for “Caitlin Clark” the global generational basketball player to have marketed (her name) the tumbler through this company. But due to the inefficiency of this top brand company, I have given up trying to get the limited series or anything in the future Stanley may market using her name or any products offered by Stanley! It’s my first time buying anything from Stanley, and also my last! All I can say is, don’t always be sold with the marketing ads, refer always to reviews that say it real. In hindsight I read after research and found that more reviews of Stanley and their customer service have similar stories of horrible customer service . Stanley quality NOT! NEVER AGAIN! Be assured I will market to family friends and network to purchase elsewhere! Do better Stanley1913!
Terrible customer service and useless warrantyI purchased a Stanley cup expecting quality and durability, but my experience has been very disappointing. When the product had issues, I tried to claim the warranty. Customer service was slow, unhelpful, and kept giving vague responses without offering any real solution.Instead of supporting their customers, the company seems more interested in avoiding responsibility. A brand with this reputation should stand behind its products, but in my case, the warranty turned out to be useless.I do not recommend buying directly from them or relying on their warranty.
placed an order with Stanley1913 over a month ago and never received my package. After several attempts to reach out, the only response I got was that they would issue a refund — but it has been more than a month and the refund still hasn’t been processed. This is unacceptable for a brand of this size. Poor communication and terrible customer service have made this a very frustrating experience.I do not recommend purchasing directly from their online store.
This is by far the worst customer experience I’ve ever had with a $10B company. We ordered 3 customized Stanley cups on June 30th, and as of August 21st, one of them still hasn’t even been processed. No updates. No tracking. Nothing—except weekly promotional emails trying to sell us more. Clearly, selling is a priority, but delivering on promises and treating customers with respect is not. Absolutely unacceptable. We regret ever ordering and won’t be back.
Extremely Disappointed with My Recent Customer Service Experience am writing to express my deep disappointment with the level of customer service I received regarding a recent order.For context, I purchased two LoveshackStanley limited edition cups for my daughters. I never received a shipping notification or tracking number, yet I was suddenly emailed that my package had been delivered. This was confusing since no one had rung my bell. When I tried clicking the link in the email, the page went black with an error message. After much effort creating an account and signing in, I finally located the tracking information, only to discover that my package had been delivered to an address nearly 4.5 hours away from my home.Naturally, I called customer service for assistance. After waiting on hold for nearly an hour, I opted for a callback. Around 5:47 PM EST, I received a call from a representative whose attitude was shockingly unprofessional. Instead of being helpful, she was rude, dismissive, and even raised her voice at me. This was not only upsetting but also completely unacceptable.She eventually claimed she would reorder the cups under warranty, which already seemed unusual. When I asked about receiving a confirmation email, she told me I would receive one within seven minutes. I explained I would hold until I received it, as I had little confidence she would follow through. She became increasingly aggressive and told me I couldn’t wait on the line because the process “takes too long.” Unsurprisingly, I never received the confirmation, not in seven minutes, not in seven hours, not even the next day.The following morning, I called again and spoke with another representative who informed me that limited edition items cannot be reordered and must be refunded. While I appreciated her professionalism and apology, it is unfair that she had to apologize for the behavior of a colleague who was rude, dishonest, and clearly uninterested in helping a customer.What troubles me most is not the inconvenience of the order itself, but the lack of professionalism and accountability. It is unacceptable for a representative to lie simply to get a customer off the phone, or to treat a paying customer in such a disrespectful manner. This experience has made me question the company’s training standards and oversight, as well as its commitment to valuing customers.I urge Stanley to improve quality control on customer service calls, invest in stronger training, and ensure that representatives understand that they are employed because of the customers who choose to support the brand. Experiences like mine make it difficult to remain loyal to a company that allows such behavior to go unchecked.
Placed an order on July 27th, 2025 and despite the confirmation email saying that it will be shipped within 7 bussiness days now we are on August 16th and nothing has been shipped. Its impossible to reach someone to check on the status of the order. They have no customer service. This is my first and last time trying to buy anything from Stanley. It was a big mistake. Should have taken my bussiness somewhere else.
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