Complaints

This profile includes complaints for Hydro Flask's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Hydro Flask

  525 NW York Dr Bend, OR 97703

• 

  Hydro Flask

  1331 S 7th St Bldg 1 Chambersburg, PA 17201-4828

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:05/08/2023

  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 received a notification that my order (**********) was delivered by ****** I did not find the package later on and saw that a photo was uploaded as proof of delivery. To my frustration, it was a photo of the box/package without any context or clues as to where it was left at. I contacted customer service and they had me file a claim with ***** and once I do that, they said they CANNOT ship to another address but a ************ location. Which was kind of inconvenient because thats the point of getting it shipped in the first place. Its quite frustrating to have to take time out of ** day for an item thats $33 and being denied a refund and have to go though all these steps for something that clearly was not my fault. Do not order directly from their website if you have issues with lost packages or drivers who leave your stuff at random places.

  Business Response

  Date: 05/09/2023

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

  I am sorry to hear that you had an issue with your Hydro Flask delivery. I looked over your account and I agree; the photo that ***** has submitted for proof of delivery is extremely lacking. I can understand your frustration. 

  Our ******** Service Agent did follow our standard procedure when a package is shown delivered to a residence and on a front porch. We do reship after the claim is filed, but want to ensure that it gets into our consumers hands this time and require a pick up location and a signature. Your claim is different - there is no proof of delivery. I will use this as a training opportunity for my staff and I thank you for bringing it to our attention. 

  Please let me know if you would like the goji mug reshipped to your home address or prefer a full refund. I would be happy to accommodate either request. 

  We appreciate your business!

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

   

  Customer Answer

  Date: 05/09/2023

   
  Better Business Bureau:

  I would like a full refund for this please and thank you.

  
  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

  Date:01/31/2023

  Type:Product Issues
  Status:

  AnsweredMore 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 a bundle (2) blue hydro flasks online. When they arrived, they were damaged. I contacted customer service via email on 1/19, 1/20, 1/21, 1/23, and 1/27. I have been communicating with a girl by the name of ******. I have contacted her many times and asked her to send me a return label. They will not provide a return shipping label for the return. They want me to pay to ship the items back. I want a shipping label and I want a refund. Order #**********

  Business Response

  Date: 01/31/2023

  Hi, ************* 

  I am the ******** Services Manager for Hydro Flask. I took some time and reviewed your account. My records show that a Prepaid Label was emailed to you on or about 1/24/2023. Can you please confirm? Once we receive the product at our warehouse, we will issue your refund promptly. 

  We normally require photos of the defective product, but my agent did waive this step for you. 

  I will wait to hear back from you and I apologize for the issues that you are having with your Hydro Flask purchase. I am here to make it right!

  Thank you, 

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

  Customer Answer

  Date: 01/31/2023

   
  Complaint: 18956486
  
  I am rejecting this response because: I did not receive the return label.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/07/2023

  Hello! 

  ****** confirmed that she spoke to you this morning, 2/7/2023, and resent you the Prepaid Label while you remained on the phone. Can you please confirm receipt? 

  Thank you, 

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

  Customer Answer

  Date: 02/13/2023

   
  Complaint: 18956486
  
  I am rejecting this response because:
  I finally received the labels and have shipped the items back. As far as the refund goes, I am still waiting. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/20/2023

  Good morning. 

  Thank you for your response and I apologize for the delay in processing your refund. I had my accounting team place a manual refund through your Paypal account - approval #**H91914WS88**83H. Will you please confirma when it credits to your account? 

  Again, my apologies for the delay and we appreciate your business. 

   

  Thank you, 

  *************; 

• Initial Complaint

  Date:12/29/2022

  Type:Product Issues
  Status:

  AnsweredMore 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 have ordered and received two items. They are christmas gifts. I need to return them. I have to call hydroflask to receive an RMA number for my return. I have called the phone number provided twice a day for a week since Monday Dec 26. I get a recording that they are closed and to call back during open hours ( which I am). I also did the email inquiry and have not received any indication other than the " thank you it will be 48 hours till someone gets to you". My order number is ********.

  Business Response

  Date: 01/09/2023

  This issue was rectified on Wednesday January 4th - we are waiting for the consumer to return the products and we will release a full refund at that time. Please reach out if you have any additional questions. Thank you, ** *** ************

• Initial Complaint

  Date:12/09/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 a carnation in **** 40oz wide mouth with straw top from the Hydro Flask site online. Over a week ago . The company stated they were having a sale of 25% off select bottles. I picked the 40oz with the straw for my sister and paid almost $50 for it . I paid with my debit card and was informed the item would be delivered in 3-5 days. On day 3 i received an email stating that my order was cancelled for unk reasons. I emailed back and they advised they would contact me within 48 hours. Well i haven't heard from them at all and they haven't refunded my money back. Ive been unable to contact the company at all. Its ridiculous to have a sale say you have the product and then state you dont. Than dont give the money back or contacted the person back at all. I want my money back!

  Business Response

  Date: 12/21/2022

  Hello. We never charged the consumer and the pre-authorization/hold was removed on 12/5. The consumer reached out on 12/7 with this message: I would like another color of you dont have that one. The teal colored one will do. I see you have those in stick so i would like to trade colors.***************************** No prob llama  We responded on 12/12 with a 25% off code so that she could choose another color and take advantage of the sale that ended 12/4. 

  Please let me know if you need any additional information. Thank you! ** *******************

• Initial Complaint

  Date:10/24/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore 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.

  Hello , I bought the light blue hydro flask from Amazon 6 months ago and I am very dissatisfied with the quality of the bottle . I had a 32oz before this one for about a year and it was in much better shape than this one is . In the first couple of months it has had more scratches and dents than the other one had in the year that I used it . I currently also have a small one and it has had it falls and it has not one dent on it . I compared the bottles and the 40oz looks like it had a thinner layer of paint than the small teal one.I would understand if all my hydro flask were just as beat up but I think the bottle is faulty . I think the manufacturers didnt add enough paint or something to protect the bottle as they have with the others ones I really like hydro flask and would like to see if you could offer a replacement ? Maybe the ones that Amazon have are faulty . Best,Carolina

  Business Response

  Date: 10/25/2022

  Good morning. We will reach out to the consumer promptly. We have a lifetime guarantee on all of our Hydro Flask bottles, no matter where they were purchased. We will take it from here, thank you for reaching out. ** *******************