Frank Green Avis 946

Very disappointing experience with Frank Green.

The "FLIP STRAW LID" design traps moisture leading to mould growth in areas that cannot be fully disassembled or properly cleaned — something their team acknowledged during my refund claim.

Despite this, no refund, replacement, or even a replacement lid was offered.

Customer service felt dismissive and focused on shifting blame to “cleaning issues”, even though no proper cleaning method is possible due to the design.

This is a design flaw, not a simple maintenance issue.

No accountability, no resolution, and no support. As a result, I will not be purchasing from Frank Green again and I urge others to fully research and review products before purchase.

Best to avoid, I have to give this a 1-star review, not necessarily for the bottle quality but for the poor for customer service. My wife loved her last bottle, so I ordered her a new one when hers went missing. I waited 7 days with no further communication, got in touch to query where my order was. I received a response saying that they will look into this, to which I then had to chase again a few days later. Only to be told the bottle colour is out of stock, here’s a refund and a free postage code. Why did I have to wait nearly 2 weeks for someone to work out they don’t have the stock. It’s just poor business management and as much as we like the bottles, I won’t be buying again. A tip for the future, don’t reach out with a rubbish gesture of good will if you have let a customer down. Try a bit harder and you might be able to convert mistakes to future business, otherwise it just feels insulting. I hope someone in the business realises that they can’t keep
Making these mistakes, the reviews are really disappointing.

I have one of the older coffee cups with the pay chip in the base. The chip stopped working when it still had credit then the whole area bulged so the cup is no longer useful. I contacted the company but they won't help because it's outside for 12 months. So much for the lofty ideals of repair or recycle as part of the company's policy. So more thermosets going into landfill for the next thousand years. Very unimpressed.

I purchased a water bottle from them and the lid is absolutely disgusting. It is full of black mould in the straw, in the flip silicone straw and in every crevice of the lid. You cannot possibly clean it due to the design of the lid. Baring in mind, Ive only ever put water in this bottle and regularly clean it in the places you can get too. Considering this is a £40 water bottle I think this is quite disgusting.

Ingesting black mould can cause problems such as respiratory issues which has lead to me coughing for 3 weeks straight and exacerbating my pre-existing asthma.

Frank Green as a company need to take action of this issue as hundreds of people across social media have the same issues repeatedly. I am incredibly disappointed in this company for comprising customers health by the design of their products.

I shall be taking my business elsewhere and I will suggest to anyone I know to as well.

I was bought my first FG bottle for Xmas. Within a month, I noticed peeling on the top (only) of the holding cylinder. There is no peeling anywhere else. It looks cheaper than a supermarket bottle! I would like a replacement but they WONT as they don't design the bottle to be used with water!!!! WTF. It's really dissapoitning for both the gifter and giftee.

I ordered my frank green and 2 days later it came packaging perfect and everything got everything I bought. Once I assembled it together with the straw and took a sip out of it, it did not work! I tried for 10 minutes to try for the straw and sip part to work and for the price it's awfully expensive! I will be refunding it soon

Extremely Disappointed with Product Quality and Customer Experience
I’m genuinely disappointed with my recent experience, especially as someone who has been a loyal Frank Green customer for years. My older Frank Green bottle has never had any issues, and its reliability was the reason I chose to purchase a second water bottle. To now be told that “environmental factors” are responsible for the rust feels dismissive and inconsistent with my own experience. Both bottles have been treated in exactly the same way—so who’s to say this isn’t the result of a manufacturing fault or something missed during production?
The warranty process only added to my frustration. It was far more difficult than it needed to be: uploading excessive information online, having my inquiry closed simply because I didn’t respond to an automated email, and ultimately being told the issue wasn’t Frank Green’s responsibility. This entire process does not reflect the values of sustainability, quality, or customer care that the brand promotes. If your products aren’t fit for high‑humidity environments, why continue selling them in those regions?
Given all of this, I’ll be leaving a negative review and won’t be purchasing from Frank Green again.
Disappointed to say the least.

Definitely not worth the price you pay for them. I've given this 2 stars because it does keep drinks relatively warm for a couple of hours and it is leak proof provided you put the lid on right. The lid requires an engineering degree and blind luck everytime you have to put it together. You have to take it apart every time to wash it or its just manky. Most importantly for me though was the ceramic lining. It does not prevent your tea from changing in its tastes. Maybe its no thick enough, maybe its the plastic in the lid, I dont know but I will likely go back to my tefal travel mug or yeti cup because these keep your drink HOT for hours. I'll just go back to drinking coffee!

Bought a pet bowl for our dog and had it personalised with a monogram with her name. The bowl is of ok quality but almost impossible to make out the monogram. Also, the shipping was slow and expensive.

Overall they sell overpriced, average quality products with a big dollop of poor customer service.

Unfortunately my strap broke from my bottle and as they present themselves as a sustainable company I'd expect a more durable product.
It feels like it's a good scheme to make parts not last in order for customer to have to rebuy them.
The bottles are expensive and not up to standard.

Can’t say I’m impressed…don’t get me wrong, it’s a nice bottle but for the price I paid it isn’t worth it. The £12 water bottle I bought off Amazon 2 years ago keeps drinks colder for longer. The outside is also very easily marked, I have it in my handbag for a grand total of 10 minutes while I drive to and from work…nothing sharp in there but it’s already covered in scratches and little marks after a week. The rest of the time it’s sat on my desk with nothing touching it. Definitely not worth the £45 I paid for it. I don’t know how they can even justify charging that much money for their products when they are actually extremely average in quality…both to look at and functionally

This is absolutely the worse thing I’ve brought in the UK. I haven’t even got it yet and it’s nearly a month since I ordered. The customer service has been no help and has merely left me waiting without any updates.
Little to no regard for the customers. When you are spending this amount of money on a product you expect a modicum or professionalism. Do not waste your money, I wish I had not!

The standard delivery fee for orders to Ireland is €30 and £4 for the UK. Absolutely appalling. There is no justification for this discrepancy.

I ordered an engraved item and they took over 7 days to dispatch it, and got the engraving wrong. They have now sent me a replacement, to the wrong address.

I was disappointed with how my recent order was handled. The item was out of stock, but instead of being contacted and offered an alternative, the order was cancelled (5 days after I placed the order) and refunded without any discussion.

As a result, I’m now left without the product and having to wait up to five business days to receive my money back, which could have been avoided with better communication.

Stock issues happen, but a quick email offering available alternatives would have made for a much better customer experience. I like the brand and the products, which is why this was particularly frustrating.

Frank Green’s customer service is truly outstanding. From start to finish, they were kind, understanding, and incredibly quick to help when I reached out about an issue. Their communication was clear, thoughtful, and reassuring, and they went well above and beyond to make sure everything was resolved.

I have never experienced customer service this genuine, generous, and efficient. It’s rare to find a company that cares this much about their customers. I will continue to support Frank Green and recommend them to everyone.

Had the old coffee cup which had the payment chips that broke and then the kids had quite a few when they got popular. Rubber Carry straps easily break after only a few weeks use and the rubber connector split in the flip lids broke meaning they were useless. Didn’t have original receipt anymore but was still in warranty and contacted Frank Green and offered bank transaction and David Jones card and sales record, but Frank Green refused replacement. After having 4 lids and all straps fail with little use, they are now in the bin. High price for poor product and poor customer service!

Decided to do a deep dive and give my lid a complete clean. I have just dismantled completely my bottle lid which I had to youtube how to do as Frank Green dont show how to do this. Their deep clean video is a joke. The amount of mold that was under parts that are not easy to remove was horrifying. Your cleaning instructions hand washing and putting into dishwasher dont remove the mold from these hidden parts. It was extremely difficult to remove all the parts and for this reason unfortunately I wont be purchasing anymore bottles unless they have lids that all parts are completely removable. They sent me a link originally to leave a review but when you go in to do the review nothing happens and I cant see any review on their page?

I wish I had read the reviews before placing my order- which has still yet to arrive!!
Yet another company trading on being 'cool', talking about their 'Jam'! All promo and no substance.
Very disappointed in this very expensive product.

** BEWARE LARGE BOTTLES ** PAINT PEELING PURCHASED 4 LARGE BOTTLES ***ALL HAVE DAMAGED PAINT *** LOOKS TERRIBLE AND FOR THE PRICE PAID IS POOR QUALITY ..*** BEWARE FRANK GREEN METAL DRINK BOTTLES ***.

Extremely disappointing experience. I placed an order via the Frank Green NZ website, unaware that goods are shipped from Australia, this was not clearly disclosed at the point of purchase.

The order remained in customs for over two weeks, required extensive documentation, and resulted in a demand for an additional $850 in charges. Despite multiple attempts to contact customer service, no response was received and no phone support is available.

Clear disclosure around shipping origin and potential charges is essential for informed consumer decision-making. This experience caused significant inconvenience and unnecessary stress in the lead-up to Christmas. I will not be ordering again.