I started experiencing an insulation problem with my 354 ml Stanley Aerolight thermos because the lid became loose. The product was purchased last year as a gift, so I do not have the receipt or order number. However, I shared the product code shown on the bottom of the thermos and explained the issue in detail. As soon as I noticed the problem—after about two days of use—I submitted a claim with photos and videos and shipped the product to Kutup Ayısı for inspection.
The product was tested by technical service, but I was told that no manufacturing defect was found. Without asking for my approval, the thermos was shipped back to my address in Çiftlikköy, Yalova, with shipping charges billed to me. I was not informed before or after the shipping process or about the test results in detail; I only received a brief message stating that the issue was “not manufacturing-related” and that the product had been sent back. During this process, I tried calling customer service but was unable to reach a live representative and could only access automated voice responses with general information.
Stanley is a brand I trusted because of its lifetime warranty promise, and I currently use five different Stanley products in my home, including this one. I saw another customer on Şikayetvar who reported the same issue with photos and videos, and their lid was acknowledged as defective and replaced. In my case, however, no clear explanation was provided, and I received no guidance on how to proceed under the warranty process.
I am requesting a clear and detailed explanation of the cause of this insulation problem. If necessary, I want the lid to be repaired or replaced and my issue to be resolved in accordance with the lifetime warranty policy. I also request an explanation as to why the product was returned to me with shipping charges billed to me without my prior approval during the warranty process.
I purchased a Stanley thermos 2-3 years ago, and it has started losing heat retention. When I bought the product, I registered it for warranty through Kutup Ayısı, as instructed. I reported the issue to Kutup Ayısı, but my warranty claim was rejected without any justification. When I sought clarifi...
I purchased a Stanley thermos in October, but it developed an insulation issue. Since it was under warranty, I emailed Kutup Ayısı and sent the thermos to the address they provided on November 4. However, I have not received my thermos back, nor have I been given any updates since then. Attempts to...
I purchased a Stanley thermos in April, but it started leaking shortly after. Following their instructions, I filled out a warranty claim form on the Kutup Ayısı website and received confirmation that my claim was approved. They asked me to send the product via cargo, which I did immediately. Howev...
I purchased a Stanley thermos, expecting long-lasting heat retention, but it fails to keep drinks hot even for an hour. Since Kutup Ayısı is the official distributor in Turkey, I submitted a service request and sent the thermos for inspection. Instead of standing behind their product, they claimed t...
I used my Stanley thermos for 3.5 years without any issues, but over the past year, it has completely lost its insulation. The exterior gets extremely hot, and within just 1-2 hours, my drink starts cooling down—far from the long-lasting heat retention Stanley promises. I contacted Kutupayısı, the ...
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