Complaints

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.

• Initial Complaint

  Date:06/28/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 purchased an Iron Flask 64oz water bottle in December of 2022 with a lifetime warranty on defective part replacement. I registered my warranty immediately upon receipt of the water bottle. The following autumn, I went to ****** and the handle on the lid of my water bottle (which came with it at the time of purchase) randomly broke off of the lid under the normal weight of the water bottle itself. Because of this, the water bottle was damaged, and the lid had sharp, jagged edges. I reached out to their customer support email for a replacement lid and they told me they were unwilling to pay for shipping to ******. I then spent several months fighting with them for a replacement lid while carrying that dangerous lid all around ****** and hoping I wouldn't get badly cut. When I got back to the **, I submitted another request for a replacement via the same email, this time letting them know I was back in the **. That request was outright ignored. I finally got angry and reached out yet again, so they eventually shipped me the exact same lid as a replacement. That was less than a year ago, and now the replacement lid has also broken under the weight of the water bottle. I wrote to their customer support team explaining that this is clearly a design and/or manufacturing flaw, and requested a different lid style (they make several, all for the exact same or very similar prices). They told me no, stating that my warranty only covers the lid style that broke. I have now been fighting with them for days about this, because I don't think it's smart or safe to just keep replacing a lid that is badly designed to begin with, especially when it poses safety risks, and it consistently takes a lengthy and strenuous fight to get a lid replaced that is clearly under warranty. It makes me feel uncomfortable using my water bottle as intended, puts me at unnecessary risk of injury for an unreasonably long time, and also these water bottles are not cheap. I feel neglected and scammed.

  Customer Answer

  Date: 07/23/2024

  Hi, Im writing to update information on my complaint #********. Iron Flask Group had a supervisor reach out to me with an excuse for their delayed response, claimed to have checked my prior messages for details, and then said they sent me a new lid. Instead they sent me 2 water bottles with the same malfunctioning lids that I reached out to them about. I followed up directly with that supervisor to say that this in no way addressed my issues and concerns, and now its been over a week and Ive had no response again. Thank you for your time and assistance, please let me know if you need further info from me! ***********************

  Sent from ***************************** (***********************)

  
  

  Business Response

  Date: 08/06/2024

  *******************************
  Head of Customer Experience
  **********************
  ****************
  **********************
  08/07/2024
  
  Better Business Bureau
  *******************************************************
  ****************
  Phone: *************
  Email: ***************************************************************************************
  
  Dear BBB,
  
  Re:BBB Complaint 21917236
  Date of Complaint: 6/28/2024
  Customer:*****************************
  Complainant's Address:
  **************************************************************************************
  
  I hope this letter finds you well. I am writing in response to the BBB complaint filed by ***************************** regarding an issue related to their order with our company. We appreciate the opportunity to address this matter and provide further clarification.
  
  According to the complaint, ***************************** was initially denied the replacement request for a bottle that he purchased in December of 2022 by one of our customer support representatives. Upon investigating, the reason why the replacement was not processed was because the customer was not in the ** at the time and only a refund was possible due to international restrictions from our end. He sent another request in January of 2024 stating that he is already in the ** which our support member honored and sent him a replacement (delivered to his US address on January 10, 2024). ***************************** reached out again on June 24,2024 to request for a 2nd replacement and this time for a different item as he no longer wanted the original lid that came with his bottle as he finds it not secure and faulty. Our support member informed him that we can only send him a replacement for the same straw lid, as his original order. This was already an exception that our customer support member did as our warranty only covers against manufacturing defects such as leakage, insulation flaws and/or rattling noise. The issue of  ***************************** did not fall under these reasons, hence, his replacement request of sending him a different style was denied.
  
  We deeply regret any inconvenience this situation has caused *****************************. We understand the frustration and concern that can arise from such circumstances.Please allow me to outline the steps we have taken to address the issue:
  
  1. Immediate Refund: As soon as we were made aware of the complaint, we promptly responded to ***************************** and offered him 2 options: a full refund for the charged amount or a reshipment without any cost of his preferred item. 
  2. Reshipment: In an effort to rectify this situation, we are reshipping the order to the correct address at no additional cost to *****************************. We have taken measures to ensure that accurate shipping information is applied to this reshipment. This is pending confirmation from  **********************************, once he responds to our email with his preference, we will take action. 
  3. Enhanced Communication and Product Quality improvement: To prevent similar issues in the future, we are actively exploring ways to enhance our communication with customers about warranty coverage. We have also shared the feedback 4. with our product development team to improve product quality.
  4. Customer Support: We understand the importance of providing excellent customer support. Our customer service team is available to address any concerns or questions ***************************** may have. They can be reached at ************************************.
  
  We are committed to resolving this matter and ensuring that ********************************* experience with our company is satisfactory. We apologize for any inconvenience and assure ***************************** that we are taking measures to prevent similar situations in the future.
  
  Thank you for bringing this matter to our attention,and we appreciate the opportunity to work toward a resolution. Should you require any further information, please do not hesitate to contact me at ********************** or ************************************.
  
  Sincerely,
  
  *******************************
  Head of Customer Experience
  **********************
  ********************** or ************************************

• Initial Complaint

  Date:08/15/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 some water bottles from ironflask.com. I put my correct shipping address when checking out, they didnt have a choice to pay with my card, so I used Apple Pay to pay and without my consent after I paid they changed the address on my order to the Apple Pay address which was not my address and they wont let me change it even tho it hasnt shipped. Contact us email doesnt work, they dont have address listed and no phone number. How are they allowed to operate with no accountability to customers.