Extremely Disappointed
Extremely Disappointed – Major Safety Concern Ignored
If I could give zero stars, I would. I'm deeply disappointed with how my recent concern was handled. I reached out about what I believe to be a serious defect in the product — specifically, the enamel on the cup appears flawed and could pose a health risk if ingested. This isn’t a minor cosmetic issue — it’s a potential safety hazard that should warrant immediate attention, possibly even a recall.
Instead of acknowledging or investigating the problem, they responded by automatically initiating a return — putting the burden entirely on me, the customer. This might be acceptable in routine cases, but not when there's a legitimate safety concern involved.
To outline the problems with the return process:
They are requiring the product to be returned before any resolution, despite the safety risk it may pose.
While the return label is prepaid, I’m still expected to travel to a UPS drop-off location — which I cannot do, as I don’t have access to a vehicle.
They assume I have a printer to print the label. I do not — and arranging one would cost me additional time and money.
Most frustrating of all, the customer service has yet to show any real understanding or care about the core issue. I’ve received generic, robotic responses, with no indication that the potential defect is being investigated. The whole experience feels like an attempt to sweep a substandard product under the rug rather than taking responsibility.
This is far from the quality and service I expect from a brand that markets itself as "luxury." I sincerely hope they rethink how they handle serious product complaints — and how they treat their customers.
