Who is your supervisor? **Sent from my iPad**On Oct **, ****, at *:** PM, Sandi ******@***.com* wrote:***Have not heard back from you? **Sandi Risley **Sent from my iPhone**On Oct **, ****, at *:** PM, Sandi ******@***.com* wrote:***Ms. Rea, **I appreciate you getting back with me. I understand that this is not covered under your warranty. My issue is that the cups are made where you cannot take the top drinking part off to clean the inside and when I saw what was inside with all of the dirt and mold that was disgusting. The cups are used for water only and are used every day and washed by hand. I appreciate the offer of replacing the cups with identical ones but to be honest I do not want any more cups that I cannot take apart and thoroughly clean the entire cup. The only cups I plan to have from this point on our ones that have a screwtop or that I can clean every part of. Here are pictures showing you the dirt and mold inside of the lid that your company makes that are unable to come apart to clean.***image*.jpeg***image*.jpeg***image*.jpeg***image*.jpeg***image*.jpeg***image*.jpeg***image*.jpeg***image*.jpeg***Sent from my iPhone**As you can see from the pictures it is disgusting. I have five of the cups that have the tops that cannot be fully taken apart to be cleaned. After seeing these pictures, would you want to drink out of a cup like this? The last picture is one of your companies cups that has the ***** lid that can be taken apart and fully cleaned that we own. Those are the type of cups I would like as replacements. Please let me know if this is possible. Thank you for your help.**Sandi Risley *On Oct **, ****, at *:** AM, Contigo Consumer Care ******@***.com* wrote:***** *Dear Sandi,* *Thank you for contacting Contigo. * *We apologize if there has been a delay with our responses as we are currently experiencing high email volume. We appreciate your patience while we work diligently in responding to our consumers. **After reviewing the information you provided, we found the issue is not covered by the terms of the Contigo Limited Lifetime Guarantee by removing the parts of the bottle. Our Guarantee for Life program covers manufacturer defects that affect the functionality of the product. **As a one time courtesy, we're happy to send you a replacement product for free.**We're deeply sorry to hear about the issues with your items and we understand how frustrating this must be for you. We want to make sure you continue to enjoy your product, and we may be able to replace the lid or the entire product, if necessary, under our Limited Lifetime Guarantee. * *To further fulfill the process, we would like to work with you and we hope that you can share us your time. For quality purposes and for the improvement of our products, we would highly appreciate if you can answer the given questions:*What liquids and temperature were you putting in the bottles? (the type of beverage and temperature)*Picture showing the full view of your four defective*damaged product in one photo.*Picture of the top of the lid*Another photo showing the bottom of the lid*body showing the clock-like picture (manufacturing date code)**Please verify the address for shipping purposes: **** **th Ave N St. Petersburg Florida *******After we receive your information and photos, we will get back to you as soon as possible. Our stock levels change rapidly, and we may replace your product with a different color of the same model.**We can't thank you enough for your patience and understanding. Just let us know if you have further questions and concerns. **We can't wait to hear back from you!* *Sincerely, *Floriza Rea*Contigo Consumer Care
GetHuman-fsuangel did not yet indicate what Contigo should do to make this right.