“Purchased a flask with a straw lid. The valve fell out after a day of usage but was told this was not a fault, even though this meant that the drink would pour through the hole and onto the person who was drinking it.
Ellie from Sho said she would send me some replacement valves. Still adamant that it wasn’t a fault and perfectly normal for the valve to fall out and for the item to still be used.
The valves didn’t fit correctly. Sent several pictures and videos. Was told I was putting the valve up the wrong way…. I wasn’t. Sent more pictures and videos after Ellie sent me another email stating that the valve had to be the flat end at the top. Bearing in mind that I had already done this.
This is pretty time consuming and the fact I was told it’s not a design fault is questionable.
I have asked to return the straw lid but Ellie is still telling me it’s not a design fault. I do not have this much time in my life to be making up stories that valves do not fit correctly.
This is poor customer service.”
Hello Kerry,
Thanks for your review.
The Straw Lid valves are designed to be removed for ease of cleaning and do just rest in the top of the Straw Lid. Apologies for any confusion caused.
However, I can see that we've now refunded your Straw Lid as a goodwill gesture.
Best wishes,
Ellie
