There is a recall on one of your products and it has become a real hassle. The recall isn’t due to my error. It shouldn’t be so hard to get a replacement.

Excellent communication from company

Poor customer service

Excellent service

First, I submit EVERY detail requested on the web form, including the model of thermos in the recall plus the required 'trash photo' and I get a canned response from a person at the helpdesk telling me that I didn't indicate the model in my request. I read EVERY part of the 'read this information' link sent and wrote back everything I could find on the thermos. A week went by with NO response. I returned to the website and re-submitted ALL info I had. Another week goes by and the next response I receive is a 'consolidated ticket' auto email. Then I get a 'rate us' email. It's been two weeks since my second webform submission and still nothing! No confirmation that my info was received and a replacement sent to date which is ridiculously bureaucratic! You made a deadly faulty part in your thermoses that can cause people to go blind, ask us to trash that part, making our thermos useless until the replacement part comes, make hokey fillable websites that apparently don't specify key information, hold us out indefinitely instead of getting it done and you want a good review?! A few years ago, I purchased a tool to check if a plug was 'hot' from a tool company and it had a critical recall. The company had our information from our purchase (through Amazon) and IMMEDIATELY contacted us and sent us a replacement. No hassles or send pictures silliness. That company made a recall SIMPLE, RESPONSIVE, EFFECTIVE, PROMPT. I cannot say anything for Thermos and based on all of this, your reputation is that you are an oversized corporate that does not care about your customers and does not act promptly to mitigate a severe issue that you created. I won't be buying your brand for anything in the future and I would not recommend you to other people.

I needed a new stopper with folding spoon for my Thermos soup container but couldn't find it for sale on the Canadian Thermos website. I emailed customer service re how to get one and they emailed me back promptly. After clarifying the part number etc. It only took a couple of hours for customer service to fulfill the order and ship after I had paid. I call this super and courteous service and would definitely recommend Thermos products as a result.

Made it difficult that most people like me won’t bother. I sent them a picture and all my info. That should get me a return tag. I’m not doing your work.

Quick responding

The folks were very friendly in the emails and helped me navigate the recall well. They made it really easy.

I tried sending them an email with the defective part. No reply. . .

Recall handled easily and well. Thanks!

Their bureaucratic bungling of the recall of products that blind people is straight out of Fight Club. Vague information, scripted answers, and ridiculous little hoops to jump through, clearly designed to limit the number of people who successfully get the product replaced while pretending they have made a responsible recall. I hate lawyers and I hate companies that listen to lawyers.

No comment at this time.

I appreciate the fast, professional, and courteous response I received

I sent photos of thermos and the serial number,it was on the recall list I was notified to send more photos but the web site said trouble try later still waiting for replacement

Got recall notice for the food jar stopper recall , contacted their customer service and they never responded after sending pictures. Scam company for not honoring recall

thermos bottle is a godd product. always did its job inteded. for

I did not get my refund it was denied - what is wrong with Thermos ???

I purchased a Thermos product that was later recalled due to a defect. Notice was provided by Amazon not Thermos, although the product was registered. Unfortunately, despite the recall, Thermos refused to replace the item or offer any reimbursement. What was most disappointing was the lack of accountability and customer support. I considered escalating the issue further, but ultimately decided it wasn’t worth the time or frustration. That said, the experience was enough for me to decide I won’t be purchasing Thermos products again, and I will NEVER recommend the brand to others.

Thermos was good until recall. Someone in the company knew and they chose to ignore it.