I ordered a $50 coffee tumbler with a handler for Mothers day so my kids would have something nice to give her. When it arrived, I wasn't thrilled with the overall quality with the plastic screw in handle that was loose and some other things, but I thought it was still nice enough that she would enjoy it. Once I put together the lid, I realized when it was screwed on, the drinking holes don't line up at all with either side of the tumbler (the holes ended up sitting right where your hand held the handle) and no matter which was you tried to screw it on, it wasn't right. Whoever assembled the cup didnt line the threads for the lid correctly and the problem was permanent. The straw that was provided was also for a shorter tumbler and stuck out less than an inch from the top of the lid when fully inserted, which then made it uncomfortable to drink cold liquids as well. Unfortunately, an all around design fail across the board.<br />
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As soon as I realized this, I contacted them back with weeks to spare until Mothers day, so I could get this taken care of and replaced under their "30 day warranty" and "Money back guarantee". I waited days to hear back from them when I submitted the request along with photos, then they kept going back and forth with me and stating things like "About the lid, you can change the position of it so the drink hole will be changed. Please kindly send us the photo of the lid including the measurement so we can check it for you". I wrote them back and provided even more detailed photos of the issue, no answer. Few more days went by, no answer so I wrote again. Then another week went by, still no answer so I again wrote them back for an update. They finally responded back to me about 10 days later with this: "After carefully reviewing the details provided, we regret to inform you that we are unable to offer further support for the problem raised. Upon thorough examination of the information provided, we have determined that your order was fulfilled correctly". <br />
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I then wrote them back and said since they aren't willing to fix the problem, I would like to invoke the 30 day guarantee to get my money back and I was even willing to ship it back to them. They never responded to me after that and refused to help me either fix the defective tumbler OR refund my money. This is what they list for a guarantee on their website:<br />
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"30-DAY WARRANTY:<br />
During this warranty period, if the Product arises with a defect or does not meet your expectation regardless of any reasons, to the extent permitted by our policy, we will either resend a new Product equivalent to the Product that was purchased or refund 100% of the purchase price of the Product.<br />
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You don't even need to RETURN your items to us, it will take your valuable time and money. Please we do not want it to happen to our customers"<br />
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Stay away from ordering from this company. The products are expensive for the quality and in my case, you end up getting shafted without any customer service to stand by their product. Beware.
