Please Note: This situation has been addressed and resolved by Handi-Craft. To read the latest post, please click here.
I have to begin this post with a huge thank you. Thank you for the amazing feedback on a recent post about the Dr. Brown sippy cups. If you missed that post, you can read it here. For those of you who commented, I couldn’t believe how some of you also experienced the same exact thing! Based on your comments, I couldn’t just stop at that one email. I had to pursue this further because Handi-Craft needs to be made aware of the potential hazard these sippy cups can cause to our babies! Here is the next email I sent to customer service at Handi-Craft:
Sherry,
I feel compelled to write again because when I read your response to my initial email, I don’t think you realize the “bigger” concern I have. I am attaching a photo of the training cups and you will clearly see the one on the right has the rubber coming off and the one to the left has the chewed rubber on the spout beginning to come off.
I know you mentioned, “The spout on our new cup does not have the hard inner core which makes it more difficult for babies to bite through.” However, the issue is not the spout itself. The issue is the rubber that surrounds the spout. This rubber that covers the spout is what my daughter was able to chew through and potentially bite off.
I won’t be satisfied until I know that this request has been escalated. I honestly believe the rubber around the spout is not safe for babies. The training cup should be manufactured without the rubber.
You ended the email with, “Handi-Craft will remain vigilant in monitoring and responding to all consumer contacts to ensure that it maintains its commitment to produce an innovative and safe product that deserves the trust of parents with infants.” So, thank you for listening to this concern and I do hope Handi-Craft lives up to this promise.
Heather @Theta Mom
But, it didn’t stop there. After thinking about your comments even more, I decided to pick up the phone. I thought I might get a faster response addressing this issue with a “live” person. So, that’s exactly what happened. I called the 1-800 number and after explaining my story and sharing my concerns, I asked to speak with a Supervisor.
After two separate conversations in the same day, Millie, a Supervisor at Handi-Craft sent me confirmation that my complaint is being escalated. In the meantime, she is sending out replacement cups to me, which apparently have a softer spout…
But before we hung up, she uttered the words, “I have heard this complaint before.” She said based on those complaints the company has since produced this “new softer spout” sippy cup. I can’t wait to report to you about these new training cups, because I have a strange feeling the issue is still not resolved on these training cups either. This is not the end yet. I will certainly keep you updated…which brings me to one more thought…
I wanted to express another sincere thank you to my dear followers and readers that comment on my blog. Without you, this blog would be nothing. I began my blog, as many of you know, with a mission to build a community among Theta Moms everywhere, because each one of us is a true, authentic mom. If you read my blog, you know that this is what I stand for.
So, for my followers, I will shout it to the blogosphere that I HAVE THE BEST FOLLOWERS!
To all of my readers who comment, thank you! You know I give the comment love right back. How could I possibly build a community if I didn’t read your awesome blogs as well?
To my new followers, welcome to Theta Mom! I am so glad you’re here!
And to those of you who read but don’t comment or follow, I can’t share in your blog because I don’t know you are here. Building a community is real simple to me: You follow, I follow. You comment, I comment. It’s really that simple.
For the first time, I feel as though my little blog did a little good. My voice was heard about an issue that could affect any Theta Mom with small children…and it made me realize that we each have a place here in the blogosphere, and I think I have found mine.
A dreary Sunday a.m. over here, but I've got a solution. My Silly Sunday Sweepstakes is up and running! SITS sent me by, and I'm glad they did…
A Veritable Mexican Standoff
They have heard this concern before? What?
Thanks to your diligence, I hope they dont hear this concern again…because they DO something about it. ,
good for you!!! :o)
WTG! It's always great when your voice is heard even though you have to jump through hoops to do it. I hope it doesn't take a tragedy for Dr. Brown to finally take it seriously.
Good for you sweetie! I am so happy you went with your gut and your heart and escalated. Please let us know about the new cups. Good job!
Good for you! I am glad that they took your concerns seriously. If they had heard this concern before they should have already done something!
Yea! I'm so glad you didn't take their brush off!! It is wierd that they have heard the concern before, made a new sippy cup to fix it, and then left the old ones out to be sold still. hmmmm
I hope the new ones work better for you!!
Ok….softer spout that doesn't even make sense…if the kids can chew and rip the ones now …how is making them softer going to stop that ?
This is great!!
Stopping by from SITS. Have a fantastic weekend
Great job! Glad you didn't give up. I posted about your post on my blog and linked to your post for all my family and friends to read and see what the issue with the sippy cup is. Totally not a safe item for kids and I'm so glad you are continuing the fight!
Way to go! It aggravates the stew out of me that they've "heard this before." What? Are they waiting for a child to choke first?
Way to go following up! I'm a firm believer that I do a company a DISSERVICE if I have a problem and don't at least let them know…I'm not a snarky complainer, but if there's an issue I make sure to speak up about it. They can't change something if they don't know what's wrong!
It's nice to see they did a small redesign because of complaints, it'll be interesting to see if the actual problem was solved…if not, I hope you (and others) keep on them!!!
Good for you for not letting this go. It's important and the company needs to fix the problem that they ALREADY knew about.
I'm so glad that you didn't just let it go. You are awesome.
By the way, stop over at my blog. I left you something.
I am very curious to hear what comes next from that company, whether or not they really do something. Good for you for sticking with your gut feelings and pursuing this! It makes me so sad to know they've heard things before and just turn up their noses at it.
Yay! Great job! And a great example that a person can make a difference when they stand up for what they believe in and take action! *high-five*
Good for you! Maybe you should be a lobbyist?? I am so glad you are getting something done about it. I think that those that produce things for babies should be extra careful!
You're the best! I had bougth the same Dr. Brown's sippy cup a week before you posted your concerns on your blog. Thankfully, I am lazy and had been putting off sterilizing it.
After reading your post, I have decided to not give Sophia this cup.
Thanks Heather! You never know… the life you saved by sharing your concerns could have been the life of one of your followers kids.
I'm glad you called them! I always tell my friends, when you get NO results
"USE YOUR PHONE LIKE A WEAPON"!!!
Get your voice heard. I've been in customer Service for 10 years, I MAKE my voice heard. I'm the one who calls people asking for my material, parts, and supplies. The second time I call you, I better have some sort of result. The Third time I call. You better look out, not only do I have my GM (General Manager) on with me, I've got the WHOLE DEPT. I was nice the first 2 times, the 3rd, I'm a SNOT.
I call the 3rd call, the SYBIL call. I'm NO longer nice, and I'm NO LONGER going to accept your answers or your excuses. LOL.
"get me someone who can "HELP" me I NO LONGER want to hear your excuses. (People arch their eyebrows) and giggle when I have them standing near me. =X
They call me SYBIL.and I kinda LIKE that name. heh heh
Good for you Heather! You are helping and youare an awesome Theta mom and a great bloggy friend! Yay! I just joined SITS to find more awesome ladies like you. Have a great Sunday!
I just came over to say Hi! I was awarded along with you over at Hearts Make Families.
This is GREAT!!!I'm glad they did a redesign because of complaints,
Great job!!! Hope new ones work better for you:) Happy Sunday Heather!
Good for you!! You did a great thing, mommy! : )
I loved this post. So heartfelt! I really enjoy your blog very much and I'm glad you are a follower of mine!
Great job on getting the sippy cup complaint heard! Sometimes it just takes a lot of persistance and the safety of our kids is worth it!
Wow. It's a good thing you caught that in time. I've never had that issue with a sippy cup. But I also don't use soft lids for sippy cups either. I don't really see how a "softer" lid is going to prevent a child from chewing through it. Wouldn't they need to make it harder? Babies naturally chew. Especially at the age of beginning to use sippies. I'm interested to see if they actually corrected the problem. And if they've heard this before, then they should do a recall on the product and improve it. Not keep selling it and endanger more children.
Very upsetting that they have heard this concern before! Good for you for keeping at it. You may very well have saved a little kids life, or at least an ER trip. I hope they are also going to issue a speedy recall notice.
It's scary that they know about this problem and still have not fixed it. Way to step up and say your piece! Keep us posted on the outcome!
Good that you called them. I wonder if they are going to take care of the issue with the rubber around the cups. I sure hope they do as it could be really hazardous!
What a nice post. I am glad you found my blog also. It is nice to meet other women out there you know you can count on.
*high five* for taking the time to make a difference!
Good for you for following through on this issue. If we want action, we have to speak up. You're looking out for many parents.
Im so glad that you were able to "get through" to them! I cant wait to hear the update with the new cups…I really do hope they take care of this.
That's so great that you aren't taking this sitting down. I firmly believe that companies should be aware that what they do affects people. Good for you for standing up and making your voice heard!
I agree with some of the comments about how a softer lid could help.
This won't work at all! I told you about the pacifiers that they have in England that were just disintegrating .!! Good for you for standing up to these people! Obviously they must have been invented by men!
I have no children, so I feel a bit of a dud being here, but I do have a 3 1/2 niece who I love the very bones of, and I see her everyday!
Does that still count?
Please put me out of my misery and let me know!!!!
Big hugs!
Good for you! Sounds like they know there is a problem but may not be dealing with it.
Thanks for stopping by my blog and leaving a note
Have a great week!
I'm glad you're pursuing this.
It's disappointing to hear they've heard this before and it hasn't been changed.
I'm definitely interested in hearing more about this.
That was a very sweet post. I feel the same way about my blogging friends…even though I've never met them.
How proud you must feel to have made a difference. I'm sure this company will make changes because of your efforts. They certainly should anyway. It's good to know this outlet can make a difference.
I'm so glad that you contacted them again! You go girl. I hope that the problem is resolved….please keep us posted.
It's amazing what a blog….but more importantly, what a blogger can do. You did a good thing!
Glad they listened to you. It pays to be persistent and we are all lucky you were willing to be persistent for all of us who might use their cups in the future.
Good work Theta Mom!!
Kudos for you for continuing to pursue this! I think so many times we don't see things through and then freak out when something terrible (such as a chocking incident) happens. WTG girl!
Giggles..Heather stop by again.
Wow! What a truly phenomenal blog! I'm so beyond impressed! I would like for my blog to evolve into something like yours one day!
Just out blog-walking and found you through SITS! Truly amazing blog!
Happy blogging-
Angela from Angela's Soliloquy
You go, girl!! I admire your tenacity and persistence. I think a lot of companies think that once a customer complains that they'll move on and forget about it. But when it comes to the safety of our children, it's just not something that can be forgotten. And you know, honestly, a lot of these issues don't get resolved until something tragic happens so I applaud you on being proactive in order to prevent something bad from happening in the first place!
I thank YOU for being so proactive!
And further more? I love your blog
Wow! That's great! I've never tried those sippys, but after your experience I have no intentions to buy them. Go you!
Good for you for following up! Thank you for your persistence:)
I was hoping you would help me get the word out about an event I am hosting: its the Blog For A Cure Blog Party over at Who Knew? Reviews, (www.whoknewreviews.blogspot.com) starting today and running all week! Great way to get new followers, win great prizes, and support the Leukemia and Lymphoma Society! If you could blog, tweet, or stop by and participate I would be much obliged! Thanks:)
Thanks for stopping by my blog! I was glad to find yours as well and will definitely be reading-commenting
Happy Monday!
PS – Way to be persistent! I love that you didn't just drop the issue.
Good for you! SOunds like you are a real fighter… I love people who are willing to work hard to change the things that matter to them. Most people just complain and end up doing nothing!
Keep up the good fight:-)
Just stopping by from SITS to wish you a very happy Monday!
You rock! Good for you for taking the initiative and really following up on something you are concerned about it. It benefits all the moms when we take action on things we want to improve.
Your blog is great and I enjoy visiting you and your posts
good job. it's a good thing they listened to you – they wouldn't want all your followers boycotting them.