Stanley Flasks and mugs - good luck with the lifetime warranty ☹️

Think your mug has a lifetime guarantee? Well i was given a 340 ml insulated mug from daughter for my daughter for my 70th birthday. After 18 months I noticed that it no longer kept my coffee hot for as long. So I reached out to Stanley via the web and filled in a warranty claim.

They contacted via email and wanted photos of the bottom of the mug, where the details are and requested my details again and then sent me a closed ticket notification. I emailed them saying open the ticket and hour the warranty!

Another photo and my details again ! Another closed ticket! I wrote again and was requested to send a photo of the days date and all the details again. I rep**** saying you either cover the warranty or you don’t?

They accepted and said they would honour my claim. :

“We are deeply sorry for the frustration and inconvenience you have experienced. It is clear that there has been a misunderstanding regarding the resolution of your case. We sincerely apologize for this and want to assure you that we are committed to honoring our lifetime warranty.

Thank you for providing us with all the necessary information again. Your Warranty Claim has been approved.

Unfortunately, the Action Trigger Mug is out of stock, for this reason, we can not replace your item with the same model. We will provide you with a similar product: The Aerolight Transit Mug.” Then followed some correspondence where they didn’t have the correct I had chosen I then chose a colour they had and they rep****:

“Your Warranty Claim has been approved and we have created a replacement order for you. As soon as the product leaves our warehouse you will receive an email with the tracking information. Unfortunately we cannot ship it from our distributors in South Africa, so it will be shipped from our warehouse in the EU.”

SINCE THEN I have heard NOTHING!!!! Email goes off into a black hole and attempts to contact Stanley on their SA website have failed. Note I did not contact Awesome tools as I did not find their email address linked to Stanley at the time. So is this another one of those lifetime warranty stories that only applies in the US ??