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Business Profile

Online Retailer

The Coldest Water

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 45 total complaints in the last 3 years.
  • 9 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/26/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I placed an order on May 2nd which included a 36oz violet astra reflections water bottle/tumbler. I some how ordered the wrong one. I sent back back for an exchange of the one I intended to buy. That one was sold out so I asked for an exchange of that one to the 46oz musician. They received and approved my return on May 20th. They have yet to send out the one I asked for in exchange for I have made numerous attempts to request that they send out the tumbler. I have only got the runaround from them. As of yet they have the money I paid them and have not received the tumbler I paid for.

  • Initial Complaint

    Date:06/12/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I placed an online order with Coldest and first the customer service is very poor. I ordered the Hyperspace bottle and when I received it the box was partially opened and the coloring seemed different from the online photo. I contacted customer support via email and conversed with **** and I explained the issue and they wanted to charge me for a return when it says 30 days FREE returns. The customer service is poor and assistance is always prolonged.

  • Initial Complaint

    Date:05/27/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    This transaction was conduct on 8/8/2023. I paid $40 for the water bottle plus $9 for shipping, for a total of $49. I purchased a 32 oz Sports Bottle in Epic White. My water bottle was leaking since the day I got it, but I just tolerated it. It wasnt until I went to purchase a replacement bottle that I saw that Coldest offers a Limited Lifetime Warranty. I saw that there is a 30-Day Money-Back Guarantee, which doesnt apply to me because its been almost two years since my purchase, but then I saw the limited Lifetime warranty, which covers manufacturers defects, and the 100% leakproof guarantee. This includes my complaint that my water bottle leaks, and has leaked since the day I got it. The warranty does not cover normal and tear, which the website describes as scuffs, scratches, dings. None of these are why I requested a replacement bottle. I e-mailed the company and I was told that the complaint shouldve been filed immediately" and that they were not going to fulfill the warranty that they advertise on their website, and they would not replace my water bottle. Well, sure, if it was covered under the 30 day Money-back Guarantee, then yes, this would have been the case, and I would not be permitted a replacement bottle. However, the website clearly advertises a LIFETIME warranty, covering "100% Leakproof guarantee." They cannot call this a lifetime guarantee if it does not cover the life of the water bottle. This is misleading and false. While I understand the limitations of this warranty being normal wear and tear, this issue is not related to normal wear and tear, it is related to a manufacturer defect, and I explained this in my e-mail. I would like a replacement water bottle.

  • Initial Complaint

    Date:12/06/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Seller info Dave Ribeiro llc *************************************************************************************************** Time placedApr 29, 2024 at 6:56 PM Order number02-11515-16605 Total$120.44 (1 item)Sold bythecoldestwater Shipping address **** Mehedintu ************************************************************************************************************************ Payment info Ending in 3801Visa credit card ending in 3801 **** Mehedintu Order total $120.44 I bought the first container from them in april 2024. The container got ***** a few weeks later even if I took care of it (drying after each use etc.). I asked for a replacement which they send weeks later.The second replacement had the same issues, getting ***** at the bottom of the container - which I consider a health hazard.I contacted them again and asked for a full-refund since I wasn't going to ask for a third replacement just to end up having the same issues with it. They said sure, we will send you a refund which they never did. They were super slow in solving the issue and it took months and 3 attempts on my end to get a hold of them and solving the ******** the time I got a hold of them eventually said the transaction is very old and they can't send a refund any ******* in the end, they took my money, they got their container back and I got robbed.

  • Initial Complaint

    Date:10/22/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered 3 Coldest products & liked them so much I ordered more. One of the units developed mold in the lid. All of the bottles get washed with ***************************** after each use. I left milk in 1 of their half-gallon containers for 2 days . The container had about a quart of milk in it and I drank about 1/2 of it. So for 2 days it had about 8 ounces left in it. When I went to wash it the lid had mold on it, even though the milk only touched the side walls and the bottom. My wife used vinegar and washed it numerous times, but we could not get the mold off of the lid. So I thought no big deal Coldest provides a lifetime warranty. This is where all the problems started. I sent them an email and got there response. I have provided a copy of my email and their response. This company will not stand behind there warranty. You cannot call them only email. The customer service team is one of the worst customer, service teams I've ever dealt with, and that's saying a lot considering I've dealt with many companies over the years. After numerous emails back and forth. The company will not honor the warranty and send me a replacement. I have continued to send the emails, but they keep telling me it has to be washed with soap and water and I might try vinegar which I have done all of that. I noticed in reading some of the other complaints on the Better Business Bureau that others have experienced a mold issue also. To have 41 complaints in the last 3 years and a F rating tells a lot about this company. They would not honor the lifetime warranty. For that many people to take the time and file a complaint they must have felt mistreated which is the way I feel. I guess **************** is just doing what they are told to by their bosses. I will no longer be a customer and as a former teacher and coach who knows numerous people I will tell anyone I come in contact with DO NOT BUY FROM THIS COMPANY----THEY WILL NOT HONOR THEIR WARRANTY.....All I wanted was a replacement lid.

  • Initial Complaint

    Date:09/09/2024

    Type:Billing Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Was browsing the website on my phone and got a 20% off discount offer for the app. Downloaded the app but the offer did not work. Tried code on the mobile website that I was originally on and it did not work. As a last ditch I opened my laptop and it still did not work but I placed the order anyway and emailed customer service figuring they would retroactively apply it since I had the actual code. This was on the weeekend so I had to wait until Monday for a response and they said the code that was offered on their website days before was no longer valid or being offferedIm so mad I didnt take a screenshot. They offered a lower discount code but also refused to apply it to my existing order because as state above, I ultimately ordered on my laptop and not the app. I tried to call to discuss in person but I cannot find a valid phone number except one for the company VP and her vm says she pushes off customer complaint issues to the email customer service ***** This is a fledgling company so Im sure there is room for growth but I wont be back until I see some. They almost stole a HydroJug customer but almost doesnt count.

  • Initial Complaint

    Date:09/03/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I bought their product on ****** in Fedb 2024. They have a lifetime warranty on all their bottles keeping liquid cold for up to 36 hrs. My bottle worked up until a month ago. I contacted the seller and was told that they would replace the bottle but I needed to return the old bottle. I was informed that since I bought the bottle from ****** that they would not pay for the return shipping. If I had bought it from them they would issue a return shipping label. I paid $26.26 for the bottle and the return shipping will cost me $15. I informed them about this and that it was not right that I should not get the same rights that someone who bought the bottle from their website. What good is a lifetime warranty if the return costs me more then half the cost. All I want is a return shipping label and they refuse.

  • Initial Complaint

    Date:08/23/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered 3 water bottles for end of season coach gifts. They arrived last night and the last day of the season was today. When I went to give out the water bottles, I realized I only received two. I reached out via ****** where I purchased and was told they couldn't do a refund for 1 item nor could they offer a different color/design. I would have to wait until this one came back in stock and they could not tell me roughly when that would be. Kind of "Maybe you'll get it, maybe you won't". Not much accountability on their end or willingness to find a resolution for an error they made.

  • Initial Complaint

    Date:07/29/2024

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I recently purchased a bottle. But when I recieved it I realized that I purchased one without a handle. I wanted to return it to reorder one that had a handle. The return portal would not work. I emailed the company several times to explain to them my issues. I kept getting a response with the same link that didn't work. I emailed again. Then I got a response saying my order had been delivered and I needed to check with my carrier. That was not my issue. I emailed again and was finally able to get thru the return portal only for it to say my order was not returnable. So I emailed again to find out why. They tell me my order was a closeout item and could not be returned. Nowhere on their website does it say that the item I bought was a closeout item. I emailed them several times after that to express to them that their website did not state anything about a closeout item. They emailed me back an said they would give me a discount on my next purchase. I emailed again and told them i would never ever order from them again and again that nowhere on their website does it state the item i ordered was a closeout item. Now my intentions were to return and order the correct bottle. They emailed me onemore time to say that they will let management know about my issue with their site not stating closeout items. At the point I will never buy anything from this company again. Their lack of customer service is upsetting. Especially when you are spending a decent amount of money for a water bottle

  • Initial Complaint

    Date:04/25/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I want to exchange my bottles one of them no longer needed it was a gift but received something they prefer more. And mine the pink ombre I don't like how the personalization is small in comparison to the cup looks weird so I want to reorder without personalization. But it will not allow me to start a return says that my email characters are wrong and won't allow me to Start a return.

    Business Response

    Date: 04/25/2024

    Thank you for reaching out about an exchange. If you please submit a ticket to ********************************** our customer service team can get this replacement/return right away for you. I have forwarded your contact info to our customer service team as well. Please submit an email with your order number to that email, and our team will be reaching out ASAP. Thank you

The Coldest Water is NOT a BBB Accredited Business.

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