Contigo Brands - Failure to honor "lifetime guarantee” Brampton Ontario

I am submitting this report to warn other consumers about the deceptive nature of Contigo’s so-called “lifetime guarantee.” On their official website, Contigo advertises a limited lifetime guarantee against material and workmanship defects under normal use. They claim to stand behind their products and offer replacement for defective items, which gave me the confidence to purchase their products in the first place.

Here is the link to their stated policy:
https://www.gocontigo.com/on/demandware.store/Sites-contigo-Site/default/Support-Show?cfid=lifetime-guarantee-faq

Unfortunately, when it came time to actually use that warranty for two of their water bottles—both of which had the Autoseal button fail—I found that the guarantee is essentially meaningless in practice.

Rather than stand behind their products and process a simple replacement, I was met with an unnecessarily complicated, time-consuming, and clearly discouraging process that appears designed specifically to dissuade customers from following through with valid warranty claims.

They demanded that I provide:

• A full list of product usage details (how it was cleaned, what liquids were used, if it was ever dropped, etc.)

• Multiple photos including:

  • Full view of the product

  • Date and supplier codes from the bottom of the lid and bottle

  • Proof of purchase (even if these were gifts)

  • A special photo showing the case number handwritten on paper next to the product

• A group photo of all defective items

This is far beyond what any reasonable customer should be expected to provide, especially when the company claims to offer a "lifetime guarantee." In fact, in a previous warranty claim, I was not required to jump through these kinds of hoops. This sudden change in policy reeks of a corporate shift away from accountability and toward reducing replacement costs by frustrating loyal customers.

This is not a warranty—it’s a warranty trap. Contigo, which is owned by Newell Brands, has clearly adopted a policy of stonewalling consumers. Their excessive documentation demands make it clear that the intent is not to honor the warranty, but to exhaust and frustrate customers until they give up.

I will no longer be purchasing any Contigo products, and I strongly advise others to reconsider trusting their “lifetime warranty” claims. A company that makes it this difficult to do the right thing does not deserve your business.