Business Profile

Wholesale Bottles

Hydro Flask

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Complaints

This profile includes complaints for Hydro Flask's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

26 total complaints in the last 3 years.
6 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:06/02/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 5/10/25 I purchased a 20L soft cooler directly from the Hydroflask website. The website advertised that this cooler keeps items cold for up to 24 hours - and obviously some deviation from the 24 hours was to be expected, however, this cooler didnt keep things cold for even five hours (even filled with ice) in a neutral environment (indoors in 70F). I used the cooler two or three times with the same result. I am a loyal Hydro flask customer - and I love everything else Ive purchased from them: bottles, coozies, travel mugs, wine glasses etc. which I why I had no hesitation in purchasing this cooler. I reached out to Hydro flask customer service today (6/2/25) via phone to explain my concerns and initiate a return, and I was denied. I was told that since I had already used the product it was not eligible for return - even though it was agreguously misrepresented on their website. I was offered no sympathy, and was told that I could make a complaint under the manufacturer warranty and the cooler would be replaced with another identical cooler. I am absolutely disgusted by the way this interaction was handled, and would advise others to spend their money elsewhere. This is how they treat their customers of 10+ years. I am so sorely disappointed and saddened.
Business Response
Date: 06/03/2025
Hi ****. My name is ** *** and I am the ***************** Manager here at Hydro Flask.
Are you using ice packs or ice cubes in your soft cooler? They have been out for over a year and we have not received any complaints about it staying cold. We would be happy to set up a return for replacement - there may be an issue with the interior insulation.
I will wait to hear back from you!
Customer Answer
Date: 06/03/2025

Complaint: 23409179

I am rejecting this response because: I am not satisfied with an identical replacement. I purchased this cooler less than 30 days ago, and I am simply asking for a refund.

Sincerely,

**** Lautner
Business Response
Date: 06/09/2025
We will make an exception and allow you to return the cooler for a refund as a one time courtesy. I will send you the return details via email from our portal. Please reach out of you have any additional questions.
Thank you and I am sorry for the inconvenience and the issues with your cooler!
Initial Complaint
Date:05/19/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Jan 25 2024 was the purchase date. Bottle not keeping water cold anymore. No dents in the bottle. Had to switch to wide mouth lid chug lid because the straw lid leaks way too much and tends to have a lingering taste even after straw replacements no matter how thorough you clean ******* the bottle when it worked. **** customer love the brand just want cold water.
Business Response
Date: 05/19/2025
Hi *****! My name is ** *** and I am the ***************** Manager here at Hydro Flask.
We will be shipping you a replacement 40oz Indigo Hydro Flask within the next week to replace your defective flask from ******. You should receive your confirmation email today. Any additional questions, or concerns, please respond to this email.
We appreciate your business!
Customer Answer
Date: 05/19/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** *****
Initial Complaint
Date:02/24/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Bought a cup from hydro flask September of ************************************************************************************************ to send the cup back which isnt an issue but pay a fee like what! Its a defective item why not send a prepaid label so your unuseful item can be sent back, never doing business with them again.
Business Response
Date: 02/25/2025
Thank you so much for reaching out, ***. My name is ** ***, and I am the ***************** Manager here at Hydro Flask.
I apologize that you are having an issue with our Sea Salt colorway and that it has become discolored. Our agent did follow our guidelines, but I understand fully that this is a new purchase for you. I will send you a prepaid label so we can inspect it at our warehouse. I will send your replacement out right away so you do not have to go without your coffee mug!
Please respond to this message if you have any additional questions or concerns. We appreciate your business, and I am sorry about this issue. We will make it right!
Customer Answer
Date: 02/25/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*** **********
Initial Complaint
Date:10/22/2024
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Ordered a water bottle with engravement and an extra cap on 9/28/24. After 3 weeks, I only received the cap. In between, I sent them email inquire about the order status and didn't get any feedback. On 10/22/24, I called the ** to check the status. They told me the water bottle was canceled due to inventory issue. They never sent notification or put that information in the online order tracking system. I asked for refund for the shipping since I didn't get the main item. They said no. Very bad online purchase experience.
Business Response
Date: 10/23/2024
Hello Mr. *** My name is ** *** and I am the ***************** Manager here at Hydro Flask. Thank you so much for reaching out to me!
My apologies that you were charged shipping for this order when we were out of stock on an item that took you over the free shipping threshold. This should have been rectified when you called in. Again, my apologies for the oversight. I will make sure to coach my agent about this policy so it does not happen again.
You were never charged for the bottle, just the cap and the shipping. Please see your email - I sent you a copy of what you were charged. I have refunded the full amount of $14.64 that you paid for the inconvenience. We appreciate your business and thank you for contacting us!
** Ann
Customer Answer
Date: 10/24/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is fine to me. However, I want to point out that my issue was not only about the shipping charge. It's more about how the company cancelled an item without letting the customer know. It was a customized birthday gift but in the end, it never came except the useless accessory for it.

Sincerely,

**** **
Initial Complaint
Date:08/10/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a small mug from this company a few years ago. The mug still keeps beverages hot but the lid has literally come unglued from the base of the lid. That is not my problem that is a poorly made product. Hydro Flask would not even give me a credit for another item and I have spent a lot of money with this company as well as recommended them to others, but no more. I gave them pictures at least twice of the product but I received a sorry, not sorry response from them. I want a replacement item.
Business Response
Date: 08/12/2024
Hello. My name is ** *** and I am the ***************** Manager here at Hydro Flask. Thank you for reaching out to me.
The last email that we have is requesting specific photos so we can verify the authenticity of your mug. We are still waiting for the front photo showing our logo. I attached the email response that we sent to you on May 7th.
I will wait for the final photo and we will send you return instructions. We will absolutely replace it under our warranty.
In addition, the mugs must be hand washed. They are not built for the high heat in a dishwasher. I have attached the care instructions, as well. I will wait to hear back from you with the final photo.
Thank you,
*************;
Initial Complaint
Date:05/16/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rec'd order ********** and one item was missing. Upon calling customer service, I was asked to file a claim with ****** Claim was filed on 5/16/24; however, I am not sure why I was told that this is my second order with this issue as it is my first. I would like to request a refund for the missing item, thanks.
Business Response
Date: 05/21/2024
Good morning. My name is ** *** and I am the ******** Services Manager here at Hydro Flask. Thank you for reaching out and I was able to review your account.
Order # ********** was placed on 4/25 for 3 coolers and you notified us that one cooler was missing from your package. We gave you a refund for that cooler and you elected to return the other 2 so a full refund was issued for this order.
Order # ********** was placed on 4/29 for 3 coolers and for some reason, that order did not ship out of our warehouse. We gave you a full refund for the order.
Order # ********** was placed on 5/8 for 2 coolers and you notified us that again, one cooler was missing from the shipment. We advised that we can not refund the missing item as we did this for you on 4/25 as a one time courtesy. We needed you to fill out a missing package claim with ***** and once completed, we would reship the missing cooler. You reached back out to us to say that the 2nd cooler arrived and you wanted to return both.
We sent you a prepaid label and are waiting for receipt of your return and an inspection to be done by our quality team. Once this has been completed, you will be refunded for order # **********.
Please let me know if you have any additional questions.
Thank you,
*************;
Initial Complaint
Date:04/23/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My Hydroflask rusted on the inside within a year or two. RUST. Contacted them and they want me to spend $12 in return shipping to receive a replacement for a clearly defective product. Replace the product. Forcing people to return the bottle for some inspection when the photos clearly show you the rust is a deflection of warranty.
Business Response
Date: 04/24/2024
This was sent to the consumer from our CRM. We have made an exception, but this is not our policy. Once we receive the requested information, this will be resolved and a replacement will be sent out.
Thank you so much for reaching out. My name is ** *** and I am the ******** Services Manager here at Hydro Flask.

We do offer a lifetime warranty on all of our bottles and we normally require an inspection at our warehouse before releasing the warranty replacement. This was added to our website in 2019:

8/8/2019 Update: YOU WILL BE REQUIRED TO SHIP YOUR WARRANTY PRODUCT BACK TO HYDRO FLASK FOR REVIEW PRIOR TO US SHIPPING YOU A WARRANTY REPLACEMENT PRODUCT.

As a one time courtesy, I will just require the following and this will eliminate the need to send the bottle back to us. Again, this is not the norm, but I would be happy to make an exception for you this time.

Please provide photos of the following:

Photo of the Front of the Flask showing the Logo & Name with ENTIRE ITEM in Frame
Photo of the Bottom of the Flask clearly depicting the writing underneath.
Photo of Damage if Applicable.
Please also confirm your physical shipping address.

Once I receive the requested information, we can start processing your warranty!

Customer Answer
Date: 04/24/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. My shipping address is:

*************************************** Tampa FL 33629

Sincerely,

***********************
Initial Complaint
Date:03/27/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I opened a RMA process to get a replacement Hydro Flask but I have yet to receive it. It has been more than 10 business days since the tracking indicated the hydro flask has been returned. When should I expect the replacement to be shipped? It was sent with the tracking number ************************** via ***** So far the support team has been unresponsive via email and has not responded.
Business Response
Date: 03/27/2024
Hi ****, and thank you for reaching out! My name is ** *** and I am the ******** Services Manager here at Hydro Flask.
I just manually received in your return and you will receive a notification when your replacement ships out. It should be this week. I am sorry for the delay. Please let me know if you have any additional questions.
Thank you,
*************;
Initial Complaint
Date:02/23/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I wrote the Hydro Flask company about a warranty issue. I've sent pictures and information regarding the issue and have several emails as evidence. They are giving me a runaround and are not honoring their warranty.
Business Response
Date: 02/26/2024
Good morning! My name is ** *** and I am the ******** Services Manager here at Hydro Flask. Thank you for reaching out.
We will require writing on the flask to send you a replacement under our Lifetime Warranty. We sent you the following email on 2/21/2024 and have not received a response or the necessary photos. This picture is in lieu of you sending back the flask, so we will release your replacement as soon as we receive the required photos.
Thanks for submitting a warranty claim with Hydro Flask. Were happy to help you. Our Lifetime Warranty typically requires return of all flasks for replacement, but due to your circumstances, we can waive your return in lieu of a photo.
To proceed with your claim, please write in LARGE BOLD LETTERS in PERMANENT MARKER "DO NOT WARRANTY" AND TODAY'S DATE directly on the ***** of your flask and send us a photo.
We always appreciate any depictions you can include of the flask size labels or visible examples of the issue. Well be on the lookout for your response.
Please also include your physical mailing address, so we can begin the warranty process for your replacement!
Please note your Warranty Hydro Flask will be replaced with the same size and color Hydro Flask. If the size and color are no longer available, it will be replaced by one of similar size and color and will not be of lesser MSRP value. Unfortunately, replacement flasks under warranty cannot be customized. If you have a flask with a custom logo, we are not able to screen print or engrave the artwork on your return flask. Those that have purchased engraved flasks will not get an engraved flask sent to them under our warranty replacement policy.
Once we receive your photo(s), well send you a brand-new flask, so you can enjoy portable refreshment again.

Please let me know if you need any additional information regarding our warranty process. Thank you!
Customer Answer
Date: 02/27/2024
Hello, I sent several photos starting around Jan.19th 2024. They just give me the run around and ask for more pictures. If you like I can forward the entire email to you. I've sent them these and more.
Business Response
Date: 03/13/2024
Hello.
We did receive the photos, but in lieu of sending back the defective flask, we will need you to write Do Not Warranty on the bottle in permanent marker and date it. Please let me know if you need any additional clarification.
Thank you,
*************;

Customer Answer
Date: 03/13/2024

Complaint: 21337640

I am rejecting this response because: I have sent these pictures and more.
My last email to them
*************************;<******************> Feb 21, 2024, 2:28?PM
to ConsumerSupport
Hello? How many photos do you need? They are already attached previously to this email. Please view the threads and attachments,

TIA
***************************
808747414013-3611 ***************
*****, ** 96778

Sincerely,

***************************
Customer Answer
Date: 03/20/2024
***************************
13-3611 ***************
********* 96778
**********
Business Response
Date: 03/21/2024
Thank you for the photo. We also require the date of the photo to be written on the bottle in permanent marker. Please send a new photo and we will start on your warranty replacement promptly.
Customer Answer
Date: 03/21/2024
***************************
13-3611 ***************
********* 96778
**********
Business Response
Date: 03/25/2024
Thank you so much, ******! I will issue a replacement through our system now. You will receive an email when your warranty flask ships.
I appreciate your patience.
*************;
Customer Answer
Date: 03/25/2024
Thank you. I'll be waiting.
Customer Answer
Date: 04/02/2024
I am waiting for the item.
Initial Complaint
Date:02/14/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a hydro flask online 1/27/24. The company was offering free engraving. I picked the color of the flask and the engraving that I wished to be put on the flask. My total was $42.90, paid through Pay Pal. Upon arrival of the merchandise, I was very disappointed that the engraving was barely visible. I emailed my concern and finally called customer service. The first rep asked me to send pics of the front and back of the flask and attach to email that she was sending. A week went by and still no communication, I emailed again. I received an email questionnaire asking how their customer service rep had helped me and was I satisfied with the out come. I said no, my issue had not been resolved. I then received another email offering me a 25% refund. I responded by saying NO thanks, but they sent it any way. $10.73 was sent to my Pay Pal account for partial refund on 2/13/2024. I read how many people have had issues with Hydro Flask, so decided to file my complaint. I DO NOT want the product, it is not anything I care to use.
Business Response
Date: 02/14/2024
Hello ****. My name is ** *** and I am the ******** Services Manager here at Hydro Flask. I was able to review your account.
I have attached the photo of what you ordered, the photo of what you received and the personalization policy that you have to agree to before completing your order. We determined that you received what you ordered and as a one time courtesy, I agreed to refund you 25% of the purchase price. Once we build a bottle specifically for you, we are unable to accept a return.
Thank you for reaching out and I apologize that your bottle is non-returnable.
*************;
Customer Answer
Date: 02/14/2024

Complaint: 21290890

I am rejecting this response because: The engraving does not show up. Please see pic of the item that I took VS hydro flask's pic with the bright white background
and a spotlight on the engraving. Does this statement not cover flasks? HYDRO FLASK LETS GO! PROMISE: SATISFACTION WARRANTY.

Sincerely,

***********************

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Hydro Flask is NOT a BBB Accredited Business.