Frankgreen Avis 9

Arrived damaged. Having difficulty getting a returns label from them, they just offered replacement lid. The bottle is dented and there is no lid that will fit properly. My email and photographic proof have been ignored. The delivery time scales and customer service response are very very poor

Whilst I love that the bottles have a ceramic lining, and have used my two bottles for 4 years, what I can’t excuse is the lies about being “green”. They explicitly state on their website

“We have an extensive Parts page available for a variety of components and pieces to your frank green! You can purchase anything from straws, to buttons, to straw lid hulls!
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. 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.”

However this is not true. Over the years, on two occasions, I have lost the silicone ring seal or the silicone straw connector for the lid. On both occasions, I was told that they do not sell these replacement parts. I was told today that

“ Unfortunately, we do not sell replacements for this part alone or have any available to replace. So sorry for any disappointment, hopefully we will have these in the future!

We do sell the lid hulls on their own in the 'Parts' section of our website. That way you can just purchase a replacement straw lid hull and not have to replace your whole reusable if needed.”

This is completely unacceptable. If I’m trying to be eco-friendly, why should I have to buy an entirely new plastic lid for the metal bottle, when it could easily be fixed by a replacement part that costs pence to manufacture?

Really disappointing Frank Green!

Bought 5 reusable bottles for Xmas and since lost 2 lid seals. Contacted customer services and they don’t sell the seals separately, you only buy the lid!! Buy a bottle elsewhere!

Ive had 2 bottles from frank green and i love them both! I love to sip without having to tip a bottle and theyre very secure.

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

Not sure if this is the official trustpilot for them as it’s not verified. But it was a UK order.

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 commute and 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.

I bought a Frank Green cup last November. I like the colour and the style of the cup. The delivery was slow and the customer service also slow to respond and unhelpful when they did. It repeatedly leaks, and I contact customer service about this. They didn’t respond after 7 days so I sent a second message which they responded to after about 5 days. They were overfamiliar and a little patronising in their messages eg using hearts etc which I don’t feel comfortable with. whereas just a clear and straightforward response would have been much more helpful. They wouldn’t allow me to return the cup. I wouldn’t buy from them again or recommend them to others.

I bought two ceramic cups, a regular one with a normal lid and a large one with the straw. The regular is more than enough for a 250ml hot Vita lemon drink. The large cup is probably more versatile. The small one would have been too small for most drinks. It's not cheap and I hope they will last.
But they don't last, one light drop will damage your cup and will leak. Get a Esma from Germany instead.

Appalling customer service! Used cup once and lid broken, stuck in open position. Contacted customer service and advised to fully disemble and reassemble lid before they could help. When I told them this wasn't' acceptable after one use, they just kept repeating themselves and now aren't answering my emails. I have a £30+ cup that is useless! DISGUSTING!!!!

I received an original cup as a present a while back but it leaked. It was out of warranty so as a good will gesture Frank Green gave me a discount code for a new cup. The ceramic cup arrived and looks great but leaks even worse than the first one!
I contacted customer service, received a prompt response asking some questions which I replied to immediately and since then have heard nothing, despite having chased three times since.
Beautiful products but totally unfit for purpose and terrible customer service.