ComplaintsforHydro Flask

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My Hydroflask rusted on the inside within a year or two. RUST. Contacted them and they want me to spend $12 in return shipping to receive a replacement for a clearly defective product. Replace the product. Forcing people to return the bottle for some inspection when the photos clearly show you the rust is a deflection of warranty.

  Business response

  04/24/2024

  This was sent to the consumer from our CRM. We have made an exception, but this is not our policy. Once we receive the requested information, this will be resolved and a replacement will be sent out. 

  Thank you so much for reaching out. My name is ** *** and I am the ******** Services Manager here at Hydro Flask.
  
  
  We do offer a lifetime warranty on all of our bottles and we normally require an inspection at our warehouse before releasing the warranty replacement. This was added to our website in 2019:
  
  
  8/8/2019 Update: YOU WILL BE REQUIRED TO SHIP YOUR WARRANTY PRODUCT BACK TO HYDRO FLASK FOR REVIEW PRIOR TO US SHIPPING YOU A WARRANTY REPLACEMENT PRODUCT.
  
  
  As a one time courtesy, I will just require the following and this will eliminate the need to send the bottle back to us. Again, this is not the norm, but I would be happy to make an exception for you this time.
  
  
  Please provide photos of the following:
  
  
  Photo of the Front of the Flask showing the Logo & Name with ENTIRE ITEM in Frame
  Photo of the Bottom of the Flask clearly depicting the writing underneath.
  Photo of Damage if Applicable.
  Please also confirm your physical shipping address.
  
  Once I receive the requested information, we can start processing your warranty!
  
  
  

  Customer response

  04/24/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  My shipping address is:

   

  *************************************** Tampa FL 33629
  
  Sincerely,
  
  ***********************

• Initial Complaint

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I opened a RMA process to get a replacement Hydro Flask but I have yet to receive it. It has been more than 10 business days since the tracking indicated the hydro flask has been returned. When should I expect the replacement to be shipped? It was sent with the tracking number ************************** via ***** So far the support team has been unresponsive via email and has not responded.

  Business response

  03/27/2024

  Hi ****, and thank you for reaching out! My name is ** *** and I am the ******** Services Manager here at Hydro Flask. 

  I just manually received in your return and you will receive a notification when your replacement ships out. It should be this week. I am sorry for the delay. Please let me know if you have any additional questions. 

  Thank you, 

  *************;  

• Initial Complaint

  02/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I wrote the Hydro Flask company about a warranty issue. I've sent pictures and information regarding the issue and have several emails as evidence. They are giving me a runaround and are not honoring their warranty.

  Business response

  02/26/2024

  Good morning! My name is ** *** and I am the ******** Services Manager here at Hydro Flask. Thank you for reaching out. 

  We will require writing on the flask to send you a replacement under our Lifetime Warranty. We sent you the following email on 2/21/2024 and have not received a response or the necessary photos. This picture is in lieu of you sending back the flask, so we will release your replacement as soon as we receive the required photos. 

  Thanks for submitting a warranty claim with Hydro Flask. Were happy to help you. Our Lifetime Warranty typically requires return of all flasks for replacement, but due to your circumstances, we can waive your return in lieu of a photo.
  To proceed with your claim, please write in LARGE BOLD LETTERS in PERMANENT MARKER "DO NOT WARRANTY" AND TODAY'S DATE directly on the ***** of your flask and send us a photo.
  We always appreciate any depictions you can include of the flask size labels or visible examples of the issue. Well be on the lookout for your response.
  Please also include your physical mailing address, so we can begin the warranty process for your replacement!
  Please note your Warranty Hydro Flask will be replaced with the same size and color Hydro Flask. If the size and color are no longer available, it will be replaced by one of similar size and color and will not be of lesser MSRP value. Unfortunately, replacement flasks under warranty cannot be customized. If you have a flask with a custom logo, we are not able to screen print or engrave the artwork on your return flask. Those that have purchased engraved flasks will not get an engraved flask sent to them under our warranty replacement policy.
  Once we receive your photo(s), well send you a brand-new flask, so you can enjoy portable refreshment again.
  
  

  Please let me know if you need any additional information regarding our warranty process. Thank you!

  Customer response

  02/27/2024

  Hello, I sent several photos starting around Jan.19th 2024. They just give me the run around and ask for more pictures. If you like I can forward the entire email to you. I've sent them these and more.

  Business response

  03/13/2024

  Hello. 

  We did receive the photos, but in lieu of sending back the defective flask, we will need you to write Do Not Warranty on the bottle in permanent marker and date it. Please let me know if you need any additional clarification. 

  Thank you, 

  *************;

   

  Customer response

  03/13/2024

   
  Complaint: 21337640
  
  I am rejecting this response because: I have sent these pictures and more.

  My last email to them

  *************************;<******************> Feb 21, 2024, 2:28?PM
  to ConsumerSupport
  Hello? How many photos do you need? They are already attached previously to this email. Please view the threads and attachments,
  
  
  TIA
  ***************************
  808747414013-3611 ***************
  *****, ** 96778
  
  Sincerely,
  
  ***************************

  Customer response

  03/20/2024

  ***************************

  13-3611 ***************

  ********* 96778

  **********

  Business response

  03/21/2024

  Thank you for the photo. We also require the date of the photo to be written on the bottle in permanent marker. Please send a new photo and we will start on your warranty replacement promptly. 

  Customer response

  03/21/2024

  ***************************

  13-3611 ***************

  ********* 96778

  **********

  Business response

  03/25/2024

  Thank you so much, ******! I will issue a replacement through our system now. You will receive an email when your warranty flask ships. 

  I appreciate your patience. 

  *************;

  Customer response

  03/25/2024

  Thank you. I'll be waiting.

  Customer response

  04/02/2024

  I am waiting for the item.

• Initial Complaint

  02/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a hydro flask online 1/27/24. The company was offering free engraving. I picked the color of the flask and the engraving that I wished to be put on the flask. My total was $42.90, paid through Pay Pal. Upon arrival of the merchandise, I was very disappointed that the engraving was barely visible. I emailed my concern and finally called customer service. The first rep asked me to send pics of the front and back of the flask and attach to email that she was sending. A week went by and still no communication, I emailed again. I received an email questionnaire asking how their customer service rep had helped me and was I satisfied with the out come. I said no, my issue had not been resolved. I then received another email offering me a 25% refund. I responded by saying NO thanks, but they sent it any way. $10.73 was sent to my Pay Pal account for partial refund on 2/13/2024. I read how many people have had issues with Hydro Flask, so decided to file my complaint. I DO NOT want the product, it is not anything I care to use.

  Business response

  02/14/2024

  Hello ****. My name is ** *** and I am the ******** Services Manager here at Hydro Flask. I was able to review your account. 

  I have attached the photo of what you ordered, the photo of what you received and the personalization policy that you have to agree to before completing your order. We determined that you received what you ordered and as a one time courtesy, I agreed to refund you 25% of the purchase price. Once we build a bottle specifically for you, we are unable to accept a return. 

  Thank you for reaching out and I apologize that your bottle is non-returnable. 

  *************;    

  Customer response

  02/14/2024

   
  Complaint: 21290890
  
  I am rejecting this response because: The engraving does not show up. Please see pic of the item that I took VS hydro flask's pic with the bright white background

  and a spotlight on the engraving. Does this statement not cover flasks? HYDRO FLASK LETS GO! PROMISE: SATISFACTION WARRANTY.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  01/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Subject: Complaint Against Hydro Flask - Non-Delivery of Items - Order #********** Dear Better Business Bureau,I am filing a formal complaint against Hydro Flask regarding the non-delivery of items associated with my order, number **********. Despite multiple attempts to resolve this matter directly with Hydro Flask, I have encountered significant challenges, and the issue remains unresolved.On December 12 and 13, 2023, I placed orders with Hydro Flask, ensuring timely purchase within the specified timeframe provided by the company to receive the items before Christmas. These orders, which included a Hydro Flask soft cooler, wine cup, and hot drinks, were crucial as they were intended as Christmas gifts and were expected to arrive by December 25, 2023.Despite my repeated attempts to contact Hydro Flask's customer support and highlight the non-receipt of the ordered items, there has been no response or acknowledgment from their end. Additionally, Hydro Flask claimed that the items were delivered, which contradicts the reality of the situation as I have not received them.The lack of communication, unsuccessful delivery, and unresponsiveness from Hydro Flask have led to immense dissatisfaction and inconvenience. As a result, I am seeking the BBB's intervention to facilitate communication between Hydro Flask and myself, and to ensure the timely delivery or appropriate compensation for the undelivered items.I kindly request your immediate intervention to help rectify this issue and achieve a satisfactory resolution.Thank you for your prompt attention to this matter and your efforts in facilitating a resolution.Sincerely,*********************************

  Business response

  01/04/2024

  Good morning, ******************. My name is ** *** and I am the ******** Services Manager here at Hydro Flask. Thank you for reaching out. 

  I was able to review your account. Our records show that both packages were picked up at ******************* on 5:20pm. One box contained the soft cooler
  TRACKING NUMBER ************ and the other contained the goji coffee flask and the indigo wine tumbler
  TRACKING NUMBER 701149970125.  The tracking records show that you signed for both packages. Please let me know what was in each of the boxes and provide photos of what you received. In the meantime, I will reach out to ***** to see what other information they can provide. 

  I apologize for the issue - we will get this resolved as soon as we receive your response. 

  Thank you, 

  *************;   

  Customer response

  01/04/2024

  Subject: Re: Order Inquiry - Order #**********
  Good morning ** ***,
  Thank you for your prompt response and for reviewing my account. I appreciate your attention to this matter.
  I have realized that the packages received at ******************* indeed match the tracking numbers provided. However, upon inspecting the contents of the boxes, I discovered that they did not contain the items originally ordered.
  Regrettably, I failed to notice this discrepancy immediately upon receipt, as I was organizing multiple deliveries. I apologize for any confusion caused by my oversight. Additionally, I wasn't thinking and did not take photos of the boxes or their contents. I have already disposed of the boxes.
  To clarify, I received a 64oz bottle and a red cap for a Hydro Flask in one of the boxes. I have initiated the return process for the red cap, and it is currently in transit back to Hydro Flask.
  As previously mentioned, I promptly reached out through your website and email upon discovering the discrepancy. Nevertheless, I understand the necessity for additional information and am prepared to provide any further details or descriptions to assist with resolving this issue.
  I kindly request updates on your communication with ***** to help facilitate a resolution. Your swift assistance in rectifying this matter is greatly appreciated.
  Thank you for your understanding and prompt attention to this issue.
  Sincerely,
  *********************************

  Customer response

  01/09/2024

  Subject: Follow-up Inquiry: Order #**********
  Dear ** ***,
  I wanted to follow up regarding the status of our recent correspondence regarding my order number **********.
  I am eagerly awaiting updates on your communication with ***** to help resolve the issue regarding the discrepancies in the delivered items. Additionally, I haven't received a reply to my previous message, and I am keen to know if there have been any developments in this matter.
  Could you kindly provide an update or let me know if there's any further information required from my end? Your prompt attention to this issue is greatly appreciated.
  Thank you for your assistance and understanding.
  Sincerely,
  *********************************
  

  Business response

  02/07/2024

  Hello *********. 

  I never received either of your responses until today. The BBB did not alert me of any pending correspondence and I think it is because they marked the claim as closed on 1/17/2024. My notification today contained both of your emails so I apologize that it looks like I was unresponsive. 

  Please tell me which products that you did not receive from your 2 orders attached. I will wait to hear back from you and am anxious to get this resolved. 

  *************;  

   

  Customer response

  02/07/2024

  February 7, 2024
  
  *****
  Hydroflask
  
  
  Dear *****,
  
  I am writing to follow up on your recent correspondence regarding an issue with my order. Firstly, I want to express my gratitude for your response and assistance in addressing the matter.
  
  I have not yet received the file "2.PNG" that was expected. Additionally, I would like to confirm the details of the products I ordered: the 12 L Carry Out Soft Cooler, 16oz Coffee with flex slip lid, and 10oz Ceramic Wine Tumbler. Ensuring the accuracy of my order is crucial to me, and I appreciate your attention to this matter.
  
  Furthermore, I kindly request that you provide me with the confirmation and tracking number details for my order. Having this information would greatly assist me in tracking the progress of my shipment.
  Please feel free to reach out to me via email at *************************** with the necessary details. Your continued support and assistance in resolving this issue are greatly appreciated.
  
  Thank you once again for your attention to this matter. I look forward to your prompt response and resolution.
  
  Sincerely,
  
  *********************************
  

  Customer response

  02/09/2024

  Subject: Follow-up on Order Status - #**********
  
  Dear *****,
  
  I am writing to follow up on my previous communication regarding my order number #**********.
  
  Unfortunately, I have not received any updates on the status of my order or the missing items. Despite reaching out to Hydro Flask directly, I have not received a response.
  I kindly request your assistance in resolving this matter as soon as possible. Your prompt attention to this issue would be greatly appreciated.
  
  Thank you for your help, *****.
  
  Sincerely,

  
  *********************************

  Business response

  02/14/2024

  Hello. 

  Following is the information that you requested regarding your 2 orders placed 12/13/2024:

  Order #**********

  Fed Ex Tracking # 701149970938

  ___________________________

  Order #**********

  Fed Ex Tracking # 701149970125

  ___________________________

  Both packages were confirmed delivered on 12/28/2023 at 5:20pm. I have also included screenshots of both invoices with product detail for each order. I will wait for your response. 

  Thank you, 

  *************;  

   

  Customer response

  02/14/2024

  Subject: Re: Order Status Inquiry - #********** and #**********
  
  Hello ** ***,
  
  Thank you for providing the tracking information and screenshots for my orders #********** and #********** placed on 12/13/2024.
  
  However, I regret to inform you that despite ***** showing the packages as delivered on 12/28/2023 at 5:20 pm, I have not received the items mentioned in my initial complaint. As previously mentioned in my correspondence with the Better Business Bureau, I am still missing the following items from both orders:
  12 L Carry Out ************************** with flex slip lid
  10oz Ceramic Wine Tumbler

  
  I understand that this discrepancy may be confusing, but I can assure you that I have not received the items as stated. I kindly request your assistance in resolving this matter promptly.
  
  Thank you for your attention to this issue, ** ***. I look forward to your prompt response and resolution.
  
  Sincerely,
  
  
  *********************************

  Customer response

  02/14/2024

  Subject: Re: Order Status Inquiry - #********** and #**********
  
  Hello ** ***,
  
  Thank you for providing the tracking information and screenshots for my orders #********** and #********** placed on 12/13/2024.
  
  However, I regret to inform you that despite ***** showing the packages as delivered on 12/28/2023 at 5:20 pm, I have not received the items mentioned in my initial complaint. As previously mentioned in my correspondence with the Better Business Bureau, I am still missing the following items from both orders:
  12 L Carry Out ************************** with flex slip lid
  10oz Ceramic Wine Tumbler

  
  I understand that this discrepancy may be confusing, but I can assure you that I have not received the items as stated. I kindly request your assistance in resolving this matter promptly.
  
  Thank you for your attention to this issue, ** ***. I look forward to your prompt response and resolution.
  
  Sincerely,
  
  
  *********************************

  Customer response

  02/14/2024

   
  Complaint: 21095648
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

  Business response

  02/15/2024

  Your order was shipped via ***** and the shipping details show that your package has been delivered. We encourage you to check with neighbors and/or other members of your household to ensure that the package was not intercepted; if the package cannot be located, we are happy to ****** your order.
  In order for us to ******, you will need to file a claim on the ***** website!
  Here are the Steps & Details needed to file a ***** Claim:
  Step 1 Click Manage Delivery
  Step 2 Select Report Missing Package
  Step 3 Select Yes or No
  Step 4 Enter your Delivery Address as shown on your order.
  Step 5 Enter your Contact Details as shown on your order & select preferred contact method.
  Step 6 Submit & Collect your Claim Information.
  Step 7 Reply to this email with your claim information & preferred pick-up location and we will handle the rest!
  
  Please do not hesitate to contact us if you have additional questions @ 888-584-9376Tell us why here...

  Customer response

  02/15/2024

  Subject: Re: Missing Items from Order - Request for Reshipment
  
  Dear Hydro Flask **************** Team,
  
  I am writing to follow up on your recent message regarding the delivery of my order via *****.
  I appreciate your suggestion to check with neighbors and other household members regarding the delivery of the package. 
  
  However, after thorough investigation and inquiry, I regret to inform you that I have been unable to locate the package containing my order. I checked on the day of the delivery and again subsequently, but to no avail.
  
  As previously stated in my initial correspondence, I am still missing the following items from my order:
  12 L Carry Out ************************** with flex slip lid
  10oz Ceramic Wine Tumbler
  
  I understand your instructions to file a claim on the ***** website for reshipment. However, I would like to clarify that as the purchaser, it is the responsibility of Hydro Flask, the shipper, to file the claim with *****. Shipper and carrier have a bonded contract, and the resolution of this issue must be handled between Hydro Flask and *****.
  
  To expedite the resolution process, I kindly request that Hydro Flask initiates the claim with ***** and arranges for the reshipment of the missing items. Additionally, I would appreciate it if you could provide me with the tracking information for the reshipment via my email at ***************************.
  Please note that I am willing to pick up the items directly from the ***** location in **********, ******, once they are ready for collection.
  
  Thank you for your attention to this matter, and I look forward to your prompt response and resolution.
  
  Sincerely, 
  
  
  *********************************

  Customer response

  02/22/2024

  Subject: Re: Missing Items from Order - Request for Reshipment
  
  Dear Hydro Flask **************** Team,
  
  I am writing to follow up on my previous message regarding the missing items from my order and the request for reshipment.
  
  As of now, I have not received a response to my inquiry. I understand that resolving such matters may take time, but I kindly request an update on the status of my request for reshipment and the initiation of the claim with *****.
  
  I reiterate that I have thoroughly checked for the package on the day of delivery and subsequently, but unfortunately, it remains missing. I am eager to have this matter resolved promptly so that I can receive the missing items.
  
  Once again, I would appreciate it if you could provide me with the tracking information for the reshipment via my email at ***************************. 
  
  Additionally, I am still willing to pick up the items directly from the ***** location in **********, ******, once they are ready for collection.
  
  Thank you for your attention to this matter, and I look forward to your prompt response and resolution.
  
  Sincerely,
  
  
  *********************************

  Customer response

  03/04/2024

  Subject: Update on Claim and Reshipment Request
  Dear Hydro Flask **************** Team,
  I wanted to provide you with an update regarding the claim filed with ***** for the missing items from my recent orders.
  I have successfully filed claims with ***** for both tracking numbers provided:
  ***** Tracking No. ************: Claim No. C-1407755300
  ***** Tracking No. ************: Claim No. C-140775300
  As previously discussed, the missing items from these orders are:
  Order #**********:
  12 L Carry Out ************************** with flex slip lid
  10oz Ceramic Wine Tumbler
  Order #**********:
  12 L Carry Out ************************** with flex slip lid
  10oz Ceramic Wine Tumbler
  I am willing to pick up the items directly from the ***** location in **********, ******, once they are ready for collection. Additionally, please feel free to contact me via email at *************************** if you have any questions or need further information.
  I kindly request that you proceed with the reshipment of the missing items once the claim process is completed. I would appreciate it if you could provide me with the tracking information for the reshipment via my email.
  Thank you for your attention to this matter, and I look forward to your prompt response and resolution.
  Sincerely,
  *********************************
  

  Business response

  03/13/2024

  We have already taken care of this consumer. The product has been reshipped. I am not sure why we are receiving a rejection. Please advise. 

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have my hydro flask 20 oz water bottle for less then a year . It hasnt been keeping things cold for awhile now . Hydro flask claims their products keep things cold up 24 hours . My water bottle Im lucky if my water is cold for an hour . I contacted the company they asked me pour boiling water in bottle to see if the sale was broke . I already know it is as ice melts faster then would normal cup . I want a replacement as the company should stand by their promise and products

  Business response

  01/04/2024

  Good afternoon. My name is ** *** and I am the ******** Services Manager here at Hydro Flask. 

  I checked your account and there are 2 new Hydro Flasks scheduled to be delivered to you today that are replacing the 2 you have in the photos. You called in yesterday morning and we provided the tracking information - please see the attached correspondence. 

  I want to make sure that I am not missing something and that we took care of your warranties. I will wait for your response. 

  Thank you, 

  *************;

  Customer response

  01/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  12/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered several personalized tumblers on Nov 30th 2023. Order# ********** On 12/18, I reached out to see when they would be delivered. They told me that they werent sure if ***** had the product or if it had been lost and I needed to wait and see to get a refund. They did give me 25% back at the time for the hassle. Ive been waiting and still no shipment. I called them at 7:53 EST, they closed their lines early. I would like a refund, but also want to warn others if this terrible customer service. Its the worst experience Ive had. I now have to buy Christmas gifts for my team late.

  Business response

  01/02/2024

  Hello, *****. My name is ** *** and I am the ******** Services Manager here at Hydro Flask. Thank you so much for reaching out. 

  First of all, my sincere apologies for the shipping delay. I understand your frustration when you are waiting on gifts that you ordered well in advance of the holiday. 

  I checked your account and it looks like a full refund was submitted on Friday 12/29 - that will credit to your original form of payment this week. 

  I was able to reach out to the carrier and the package was indeed picked up, but it looks like it was lost in transit. I would be happy to resubmit the order and send those bottles out to you expedited. Will that work for you? I will wait to hear back and again, I am so sorry for the inconvenience this situation has caused you. 

  *************;

• Initial Complaint

  12/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is in regard to order: #**********. I originally placed the order on Nov 15, but did not receive the shipment. HydroFlask (HF) asked me to file a claim with ****** which I did and provided HF with the claim number and ******* resolution. HF resent the item which I now received, 2 weeks later, way to late for it to be of use. In the meantime I had purchased a similar product from a local retailer, so I would like to return the one from HF. It is in unopened and unused condition, and according to HF stated policy (*****************************************************************) I have 30 days for a return. However, HF is refusing to honor their written policy claiming no returns can be accepted on replacement orders, but cannot point to this policy anywhere on their website. As a customer, I payed for a product that I did not receive in a timely manner, I would like to return the said product within HF's timeframe and in new/unused/unopened condition. Yet HF is making this incredibly difficult and diverts the blame towards me, pretending they were the ones that extended a courtesy by resending the product I did not receive and payed for... Also, their email response time is extremely long and answers are generic. Very disappointed with the company. Better shop elsewhere.

  Business response

  12/07/2023

  Hi, **************. My name is ** *** and I am the ******** Services Manager here at Hydro Flask. I appreciate you reaching out! 

  Your order was placed on 11/15/2023 and delivered to the address on your order, ********************************************************* on 11/17/2023 at 10:23am. Our delivery confirmation from ***** shows the package on your porch and their GPS route matches the route that we have to the address provided. This leads us to believe that the package may have been stolen from your porch. 

  As a one time courtesy, my agent offered to reship the package to a pick up location that requires a signature. This will ensure that you have the product in hand and it does not get lost again. Since we reshipped the order as a courtesy, it is not eligible for a refund. It is not our policy to replace packages that our carriers confirmed are delivered and we often advise consumers to contact local authorities and report it stolen. Again, this was done as a courtesy and cannot be returned for a refund. 

  Please let me know if you need any additional clarification and thank you again for reaching out! 

  Customer response

  12/08/2023

   
  Complaint: 20966506
  
  I am rejecting this response because: While I understand the merchant's position, I disagree with it and believe it to be dishonest, as it compares to their official written and published return policy. Since it seems mediation has failed, my next steps will be to open a fraud dispute through Paypal (the payment processor for this transaction) and my credit card company.
  
  Sincerely,
  
  ****** *************************

• Initial Complaint

  10/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a water bottle with a specific kind of cap called a "chug cap." The lid seals so tight that it's nearly impossible to open. I contacted customer support and they sent me a replacement, however, it is defective as well. I wrote back and told them I wanted a refund and they said they don't allow returns on used products. I'm not trying to return a used productI'm trying to return a defective product. I sent them a video link showing them how much effort is required to get the lid to budge, and I have had other people open it for me because sometimes I literally cannot open it and even they struggled to open it. I don't want another bottle or another cap style - I specifically bought this bottle because of the chug cap style.

  Business response

  11/01/2023

  Hi *****. My name is ** *** and I am the ******** Services Manager here at Hydro Flask. I am so sorry about the issue you are having with our Flex Chug Cap. 

  We have not had any complaints about this cap since it has been released. I am thinking that the issue may be the lip of your bottle being bent causing the cap to become too tight. Regardless, we absolutely want you to be satisfied. 

  Our agent was following our normal process of not allowing returns on defective merchandise. Due to your situation, I will process a full refund for your purchase today. Please allow 5-7 days for the refund to reflect on your original form of payment. I apologize for the issues that you have had. 

  In addition, please recycle or donate the bottle. There is no need to return it to us. I hope this helps and we thank you for being a loyal Hydro Flask consumer! 

  Customer response

  11/01/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  10/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hi I recently made a purchase from Hydro Flask that I did not receive. I contacted support but the response time is usually 2 weeks. I have been dealing with this issue for a month due to the long response times.I would just like a refund at this point because I'm frustrated dealing with this. The customer service was no help when she finally did respond saying she could not offer me a refund.Regards *****

  Business response

  10/12/2023

  Good morning. My name is ** *** and I am the ******** Services Manager here at Hydro Flask. I was able to review your account. 

  It looks like you placed your order on 9/5/2023 and both boxes were delivered 9/12/2023 at 2:57pm. (see attached ***** photo of the items by your garage) My agent did suggest that you ask your friends and neighbors to see if someone picked it up for you. At that time, we offered to reship the product to a ***** pick up location so we can ensure that you receive it. This is not our policy once our 3rd party shipper provides proof of delivery, but we were extending a one time courtesy to you. To complete that request, we needed you to fill out a missing package claim at *****.com - were you able to obtain the claim number? That is what we were waiting for to reship the product. 

  We cannot issue a refund because the product was delivered and obviously stolen - I am so sorry for the inconvenience. We will reship that product promptly after you fill out the ***** claim and provide us with the reference number. 

  I also apologize for our delay in responding. We have launched some new product and have been very busy. I am anxious to get this resolved for you and will wait for your response! 

  Thank you, 

  *************;   

  Customer response

  10/12/2023

   
  Complaint: 20728041
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer response

  10/12/2023

  Hi ** *** as i mentioned to the last representative  my work schedule does not allow me to pick up a package from a on site location as they are closed when I get home. I called ***** and they told me that the merchant needs to file a claim not the buyer.

  Regards *****
  

  Business response

  10/16/2023

  We can make an exception and file the missing package claim for you, but we have to resend the shipment to a ***** pick up location and require a signature. We cannot issue a refund because we have proof of delivery from *****, including a photo. 

  Please let me know how you would like us to proceed. I am sorry for the inconvenience. 

  Customer response

  10/17/2023

  Hi ******* how am I supposed to pick it up from a  ***** on site location if it's closed by the time I get home ? That doesn't work for me. I noticed you made a exception for a previous customer so what makes me any different ?

  Regards *****
  

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