1 reviews | Active since Sept 2026
Bad experience
I ordered a Stanley flask based on the advertised delivery timeframe of 2 to 3 days. However, after a week had passed with no update on my order, I contacted customer service and was informed that the item was out of stock. I was then advised that new stock would arrive in approximately one week, after which delivery would take a further 3 to 5 days.
I waited as requested, but after the stated period had passed, I followed up again and was informed that the stock had still not been delivered. I was once again asked to wait another week, plus the additional 3 to 5 days for delivery.
Due to the repeated delays and lack of accurate communication regarding stock availability, I eventually decided to cancel my order. To add to the inconvenience, I was then informed that refunds are only processed on certain days and could take between 3 and 14 days to reflect.
Overall, the experience was disappointing and frustrating. Had I been informed from the outset that the item was out of stock, I could have made alternative arrangements instead of waiting several weeks with no cer*****y of when, or if, my order would be fulfilled.
Hi Zintle,
Thank you for taking the time to share your feedback. We’re sorry to hear that your experience was frustrating.
When you placed your order, the product page indicated that the item was available from our supplier and would be dispatched from our warehouse within the stated number of working days. This stock status information is displayed above the “Add to Cart” section on the product page, so that customers are aware of the expected lead time before completing their purchase.
We understand that waiting for an order can be frustrating, and we’d like to provide some context around the timeline. Your order was placed on 8 September, with a stated lead time of 7–9 working days. When you contacted us on 9 September, our team explained the applicable lead time and provided an order update.
On 10 September, you confirmed that you were happy to wait for the order, while advising that you would cancel if it had not arrived by Friday. At this stage, the order was still within the quoted lead time. We also provided a further update on 21 September regarding the status of your order.
With regard to the refund, once a refund has been processed by us, the time taken for the funds to reflect in your account is dependent on the relevant banking and payment-processing timelines. Unfortunately, these processing times are outside of our control, and we are unable to speed up the process once the refund has been released.
We completely understand that the order took longer than you had anticipated, and we sincerely apologise for the frustration and inconvenience caused. We appreciate your feedback and will continue working to improve our communication and customer experience.
Hi Zintle,
Thank you for taking the time to share your feedback. We’re sorry to hear that your experience was frustrating.
When you placed your order, the product page indicated that the item was available from our supplier and would be dispatched from our warehouse within the stated number of working days. This stock status information is displayed above the “Add to Cart” section on the product page, so that customers are aware of the expected lead time before completing their purchase.
We understand that waiting for an order can be frustrating, and we’d like to provide some context around the timeline. Your order was placed on 8 September, with a stated lead time of 7–9 working days. When you contacted us on 9 September, our team explained the applicable lead time and provided an order update.
On 10 September, you confirmed that you were happy to wait for the order, while advising that you would cancel if it had not arrived by Friday. At this stage, the order was still within the quoted lead time. We also provided a further update on 21 September regarding the status of your order.
With regard to the refund, once a refund has been processed by us, the time taken for the funds to reflect in your account is dependent on the relevant banking and payment-processing timelines. Unfortunately, these processing times are outside of our control, and we are unable to speed up the process once the refund has been released.
We completely understand that the order took longer than you had anticipated, and we sincerely apologise for the frustration and inconvenience caused. We appreciate your feedback and will continue working to improve our communication and customer experience.