Crack inside of thermal mug
I live in Boston and travelled Denmark and bought thermal mug at outlet store, frederiksberg on May 22, 2024 and recently found crack inside which seems to be made during manufacturing process. I contacted outlet store to know whether it is possible to get warranty by email with 5photos but failed. They replied to my email "If you took it with you, then we cannot help you, as there is no warranty on 2.quality products." I was very disappointed because they don't care after sales of 2.quality products. I had bought many well-known other brands including 2.quality products but never saw this kind of crack inside and never experienced this kind of after sales service.
Reply from Royal Copenhagen - Outlet, Frederiksberg
Hi,
Thank you for taking the time to share your experience.
Unfortunately we do not offer our breakage warranty on purchases from our outlets, which is what damages like this would be covered under for retail purchases. The breakage warranty covers damages that happen after purchase in connection with use.
It is very unlikely that this error would have been caused during production.
During quality control our porcelain is dipped in a special liquid which reveals cracks and these items are discarded and never sold as b-grade items. The items sold in our Outlets do not have any functional errors/damages but minor inaccuracies of cosmetic nature in the glazing or decoration.
Thermal mugs are a little more fragile than non-thermal mugs due to the two porcelain layers that make up the thermal-functions. If stacked (particularly right after being washed with hot water) the mugs are more exposed to small cracks like the one you describe.
I hope this clarifies.
Kind regards,
Royal Copenhagen
Customer Service