Frank Green Avis 947

Terrible after sales, leaking lid , lve spent more time sending videos and explaining than the value of the item and still no further ahead

I love my Frank Green water bottle but after 3.5 months of use the lid/ straw suction stopped working so I emailed to make a claim on the warranty. It has been almost a month and I still haven’t received a reply.

Very poor functionality, too heavy and too long. Purchased the dog collar and lead with customizations. Arrived in a timely manner and order was correct. I am disappointed with the functionality of the design. The collar and lead are very heavy, the lead is longer than the standard so drags on the ground or gets caught under my dogs legs I constantly have to have it looped around my hand. The worst part is the D ring on the lead and clip collar are so narrow it is incredibly difficult to clip and unclip, there is about a 3mm clearance. I struggle and my vision and dexterity are fine, I cannot use this collar if other people are walking my dog. Very disappointing as I like to buy Australian and sustainable items but sadly this item is useless

I wish I’ve read the reviews before buying :(

I’ve received the insulated coffee cup, but it’s unusable and doesn’t work as intended. First it started leaking but after that the mechanism refused to work, which was probably also why it leaked in the first place. The mechanism even shaved off plastic into my cup!

When I contacted customer support, they offered to send me a replacement lid, which they did, but was incomplete, so the whole thing still didn’t work. After back and forth emails with CS I was tired of it and asked for a refund.

This is where it got weird. They only wanted to refund the lid! Even though I bought a full product, that was faulty, they only wanted to offer a refund for the lid, and emailed me a whole story on how sustainability as a reason. I told them that’s absolutely absurd, as what does that have to do with anything? I’ll be throwing away a full product that’s not well made - that’s on them, sustainability has little to do with that. Customers should not having to suffer over their badly made products.

Please note that I ordered everything NEW. It’s not like I had the product for months and then asked for a replacement. I literally never been able to use it after receiving my order, hence why I wanted to return it. It was a gift to myself for my long commutes and I’ve never been able to use the cup.

Now I’m trying to get a replacement, but after ordering for £58 I think it’s really disgusting how they try to handle this. I’m not happy. They’re also off my mailing list, as before I promoted their products on my sustainability page. I don’t anymore.

Below I’ll quote their message to me, after I explained AGAIN that they sold me a faulty product:

“As a sustainably driven company, our aim and priority are always to reduce the amount of waste produced and the environmental impact of our products as we can. This is the ethos of our whole business and is the main factor behind why our products are designed the way they are. That way if there is a fault or somebody breaks/loses a part of their product then just that part can easily be replaced rather than unnecessarily replacing the whole product.”

Please also note that their return policy is against consumer rights in the UK. You can’t sell faulty items that are brand new and not offer refunds if they don’t work as intended. Which they obviously don’t.

Order number: UK33148835

Edit: they’ve decided to send me another (different) product instead. Which is nice, but a refund will never happen. The way they handled it wasn’t great, but they did resolve it with sending another item. I won’t be ordering from them again though for the reasons mentioned in the review.

Edit 2: I can’t believe it, but the water bottle turns out to be faulty too.

The paint on these bottles are terrible quality. First bottle I received all the paint rubbed off onto the other items in my work bag. I escalated this to customer service, initially they said it was wear and tear then eventually sent me another bottle which did exactly the same thing. Six months later I have a bottle with all the paint chipped off and it still transfers onto my work laptop, diary etc. For the price it is definitely not worth it. I have ordered a chilly’s bottle which I’ve had previously with no issues.
So disappointing as the water bottle is very nice!!

Loved the bottle but due to design flaw you can't clean under the straw - dirt/mold has built up with no way to clean. No longer able to use as surely not healthy to have moldy water and just gross.

Purchased the 1 litre reusable bottle and unfortunately after not much use the coating is coming off! Marks very easily and now just looks a mess! Very disappointed in the quality given the premium product price. Contacted customer service and got told it was classed as wear and tear even though the product wasn’t that old and for the little amount of use the bottle had the marks on the coating are not comparable. So I would say poor quality coating and expected it to be more robust. No offer to help from customer service even though within warranty and unfortunately this has now put me off buying anymore products from Frank Green as I don’t expect a bottle to look so rubbish and tatty after such little use considering the high price.

I purchased a Reusable Coffee Cup as a gift for my friend. Unfortunately, it kept the drink warm for all of 15 minutes. Not what you expect when paying £20 for a product. Very disappointing.

Poor quality, and leave paint everywhere you take it. No offer from customer service as well! Too much money for the quality

When I got my bottle it was great! Then all of a sudden the straw/ lid then stoppped working as it should. I contacted the company and they were happy to send a replacement lid for free which was great. Then two months later the same issue happened. I asked for a full refund of the bottle and lid as this was very frustrating. They said that it’s not in their police but were happy to send out a replacement lid which I took (better then nothing I thought) and now the bottle constantly leaks and has ruined my car seat. So unfortunate as I like what this company stands for by being sustainable but sustainable is it when you have to keep sending our replacements for a part that keeps failing. Very disappointing for how much the bottle costs. I’ve only had it about 4 months

Really disappointing experience with this product and company. After only a handful of uses (and careful washing) the paint started peeling off the 1L Drink Bottle. We contacted customer service and explained the situation that we thought the paint coating was faulty. We said we would have expected higher quality for the premium price. They said that this counted as wear and tear and because they were a "sustainability-driven brand" the paint coming off was only a superficial issue and we should continue to use the product. Apart from getting confused about what sustainability means for a brand they also have no idea that our 16-year old daughter who got this from Christmas doesn't really like the idea of having a water bottle with have the paint flaking off. Really poor outlook. Strongly recommend everyone not to support this company as the product quality is poor and they have noon idea about customer value.

Ordered a monogrammed bottle which arrived with someone else's name on it, my daughter was so gutted opening it on Christmas. No replacement cause not lodged within 7 days. Took 3 weeks to be delivered. Could have at least offered a discount code on the replacement. Never buying with these guys again.

I really loved the cup but clean it every week and it still is really dirty. Grows mold/collects dirt under straw and has no way of getting under there completely unable to clean and it’s a shame as i really like the bottle but it gets soo dirty keep in mind i was consistently washing and still couldn’t get the dirt to leave. Don’t waste your money

I received fast shipping to the USA as well as excellent customer service. Frank Green advises that their turn around time for customer service is up to five business days which is reasonable, but they were able to get back to me within one business day. An incorrect version of one of the items I ordered was sent so I emailed them with a photo of the order right out of the box. Their response was to immediately ship out a replacement item, no fuss! I am also very pleased with the quality of the items I have received.

Beware! There are different types of cup and the website is not clear at all.

We spent time researching the best leak proof insulated cup for our coffee and Frank Green seemed to fit the bill. We were quite excited for our purchase to arrive. Having found the cups we wanted online we decided to purchase. Sadly we got distracted by our 3 young children and didn’t order straight away. We later came back to the website and ordered what we thought were the exact same insulated cups we had looked at earlier in the day. The description even says suitable for hot and cold drinks and says that it is a great alternative to single use takeaway cups. So sounds like a cup designed for tea and coffee right? Wrong.
When they arrived my husband used his and complained that it didn’t keep his drink hot at all. We then discovered we had ordered the ‘original’ reuseable cup and not the ‘ceramic’ reuseable cup. Sorry, but who has a reuseable cup that isn’t for tea and coffee?! No one serves drinks in takeaway cups that isn’t for tea and coffee!
Frank Green have refused to exchange for us (appreciate that is their policy for the UK but their website is totally confusing). The design looks exactly the same and all the colour choices are the same. The cups cost is £45 including postage and we’re loathed to pay another nearly £50 for the right cups that actually designed for tea and coffee.
Couldn’t be more disappointed.

Terrible, please don't waste your money. My 1L bottle has stopped 'working'... condensation appears on the outside, it doesn't keep the water cold.
They wont replace it as I don't have a receipt, despite sending photos and a video (keep your receipts is the lesson!).
For the price, get a Yeti or absolutely anything else.
Shame as it is very funky design. Just very annoyed to have spent so much money on something so crappy.

The caps a little plastic vent which have a habit of falling out when they’re washed. The first time this happened we contacted customer services and they sent out a replacement which was good. Unfortunately it happened again but because the bottle was over 12 months old we couldn’t get a replacement. We couldn’t even buy one, We were informed that the only way round this is to buy a whole new cap so now I have an unusable bottle that leaks. Not really a green or sustainable solution is it.

Absolutely great experience , Frank Green bottles up to standards , super fast delivery , traceable.

I'm really disappointed - I bought a Frank Green insulated travel mug with the special no-spill lid, which was NOT cheap - over £25. It just doesn't keep my drink hot at all, even when my journey is only an hour. I emailed them and got an absolutely ludicrous non-answer.
These cups look beautiful, but your drink will not be hot when you get to it!
AND drips come out of the top, so it's not really safe to have in your bag, unless you don't mind getting coffee on all your stuff.

I am grateful to have invested in two pieces from Frank Green. I really felt for them as over Christmas they had delivery issues and they truly went above and beyond to rectify the situation. One of the items I ordered didn’t have its monogram and they immediately sorted the situation out without me having to return the other item. I appreciate the high level of customer service and true authenticity. I would definitely order from them again because their products are high quality and align with my values and their company is true to their word. Thank you to Lachlan who helped me out as well!