1o9 Designs

We were contacted by this customer about this issue and she requested that we refund her money for some of the bottles in her order. We offered to replace any broken or damaged parts for free and informed her that she was no longer within the 30 day no ask period for returns/refunds. Her order was...

placed on July 26th, 2014 and it was almost a year before she contacted us about the issue. The bottles are advertised as shatterproof not unbreakable. We consider them to be shatterproof because the glass is contained inside the outer plastic shell if a break were to occur. This is a differentiating function of our product. Our website explains how the bottles are designed to come apart for washing of all the parts and replacement of the glass insert if it breaks. One of our key selling points is that we guarantee the glass insert for the first year for purchases placed through our website. If the glass insert breaks for some reason during the first year, then we will replace it totally free. We always try to go above and beyond to satisfy our customers and provide free replacement parts when needed. We tried to get more information from this customer about the issue and some pictures to help us understand the break she experienced but after hearing we were unable to refund the order she went directly to sending a complaint to the Revdex.com. This is our first issue to escalate like this. The bottle is specifically designed to come apart to be inspected and cleaned and is not air tight so it will leak out once broken. The bottle should be treated and respected just like any other glass water bottle and the appropriate supervision and education should be used when allowing children to use the bottle. We recommend the bottle for children 10 and up but have heard from several customers that they allow children as young as 5 or 6 to use it. We are more than happy to replace the bottle insert and would gladly pay to have the broken one shipped to our office for inspection. If there is anything else needed of us please write me here.Thanks[redacted]Glasstic Bottle Co.