Recall: Double Walled Glass Mugs

The following notice has been issued by the retailer The White Company:

Despite ensuring that rigorous checks and tests are carried out on all our products, we have identified a potential safety issue with our Double Walled Glass Mugs, GLHGS.

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It’s been brought to our attention that these glasses may shatter when used with ice. As safety is of paramount importance to us at The White Company, we have decided to remove this product from sale and wish to recall all the products that we have already sold. However, this product is safe and tested to use with hot drinks. Please be mindful when using a metal spoon.

The glasses in question were introduced in August 2013 and we are advising anyone who has bought or received them as a gift during this time to stop using their Double Walled Glass Mugs for cold drinks with ice. At this stage, we are very sorry that we are unable to offer an alternative or replacement.

We will endeavour to contact all our customers. Please contact us on 020 3758 9222 and we will be able to issue you a refund accordingly. Please bear with us at this very busy time of year. We are happy for you to contact us at your convenience in the new year.

For safety reasons, please do not return your glasses to us, unless to one of our stores, and instead carefully dispose of them.

You can also take your original receipt, your email letter or an indicator of your purchase (such as a photograph of your glasses) into one of our stores to obtain your refund.

We cannot apologise enough for any inconvenience or disappointment caused and thank you for your co-operation in helping us to resolve this matter.

FAQs

Q: What’s wrong with the product?
Unfortunately, we have identified a potential risk of breakage when used with ice. They are still suitable to use for hot drinks. Please be mindful when using a metal spoon.

Q: Are we recalling a particular batch or all of product?
As safety is of paramount importance to us at The White Company, we have decided to remove this product from sale and wish to recall all the products that we have already sold.

Q: What do I do with my glasses?
For safety reasons, please dispose of your glasses carefully. Please do not return your glasses to us unless you would like to return them to one of our stores for a refund.

Q: My mugs are fine; I don’t want to dispose of them.
We would recommend you to stop using the mugs with ice. They have been tested and are safe for hot drinks but please be mindful when using a metal spoon. Alternatively, dispose of them safely.

Q: I purchased the mugs as a gift, what should I do?
Please advise whoever you purchased the gift for to dispose of the glass mugs immediately. Then please contact our Customer Service team yourself for a full refund of the purchase price.

Q: How do I claim my refund?
Please call us on 020 3758 9222 quoting your details and we will honour your refund. We have endeavoured to contact all our customers.

Q: I purchased these mugs in a store but I no longer have the receipt. How can I get a refund?
If you have received our contact email or letter regarding this matter, please take it into one of our stores or call 020 3758 9222 for a full refund.

About suffolktradingstandards
Suffolk Trading Standards is working towards creating and fair and safe trading environment. By creating empowered consumers, that are armed with the knowledge to stop 'rogue traders'.

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