Getting a handle on defective diner mugs

Some of our customers have experienced cracking with their mint diner mugs.

One of our family’s favorite Christmas morning traditions, borne out of a desire to slow the pace of present-opening when our children were younger, is to have a half-time breakfast at the Cocoa Diner near Hershey.

And no offense to the Wells Fargo across the street from the Stay compound, but we’d prefer for that be converted to a classic American diner. We’d trade bacon and eggs for a bank branch any day.

Given our love of diners, it should come as no surprise that when we introduced a curated selection of American-made gift and household items, a diner mug was among the items.

We ordered a small quantity of them, in ivory and mint, from American Mug & Stein Co. in East Liverpool, Ohio. And while the response to them was more tepid than I would have liked, within three days in June we experienced a modest spike in activity with orders for the mint mugs coming from North Dakota and Missouri.

“My best friend and I were lamenting the lack of proper American-made mugs, and started searching,” wrote a customer from Cape Girardeau, Mo. “I found your site and passed it along to him. We both feel passionately about supporting U.S. businesses and I figure you got to put your money where your mouth is. Anyway we both ordered a set and are pretty excited to try them out.”

Diner mugs are a challenge to ship, both for their fragility and weight, but I got the packages off straightaway (which is to say, how we always ship). The five mugs arrived safely at their destinations. The problems started once the customers poured hot coffee into them.

Hairline cracks

The Fourth of July, of all days, found me corresponding with the North Dakota customer, who had shared his disappointment with his mug cracking inside and out. I apologized and told him that, of course, we would rectify the situation. I thanked him for sharing photos of his damaged mug, reimbursed him in full, and told him I would speak with the manufacturer.

I attempted to do that starting with an email to American Mug & Stein on July 4 and the first of three follow-up phone calls (each went to voice mail) on July 5.

Alas, also on July 5, I received an email from the other Missouri customer. He said he loved the look and feel of the mugs, but the photos he shared belied the performance issue.

“Basically, the entire surface is ‘spider-webbed’ with hairline cracks,” he wrote. “I think they are only surface cracks, as nothing leaked out. But I was disappointed, to say the least. On top of that, every now and then I kept hearing tiny little pops coming from the mugs as, I assume, the cracking continued spreading. For what it's worth, my friend also ordered the same mugs and his mugs did the same.”

Less-than-mint condition

Some of the diner mug cracks experienced by a customer in Missouri.

I apologized to the Missouri customers and refunded their money. I told them about the North Dakota customer’s similar issue and that I hoped to get some clarity from the manufacturer.

Meanwhile, I reached out to two friends who bought the ivory versions of the mugs in 2021, asking whether they had experienced any problems. Both said no; in fact, one said her husband loves it and uses it all the time.

“Looks brand new,” she said.

Looking for another source

The problem seems to be just with the mint mugs. I had two left in inventory, so I conducted my own test, pouring boiling water into one of the mugs. Sure enough, it cracked. And I heard occasional cracking sounds for days afterward.

I reached out to American Mug & Stein again through its Facebook page and searched in vain online for any news articles that might give me a sense of the company’s status.

The week of July 11, I reached the owner of a West Coast company who also has been an American Mug & Stein customer. He said that he hadn’t ordered from American Mug & Stein since spring and indicated that the company was in the process of shutting down. He said he would try to get the company’s owner to give me a call.

That Wednesday, the woman at American Mug & Stein through whom I had placed my order in early 2021 sent me an email. She said the owner would call me the next day and asked what was the best time.

I told her that I expected to be in all day.

The owner didn’t call me and still hasn’t as I publish this. I’m sorry if his business is struggling or has closed. I feel for his employees and community. But I can never accept such disregard for customer service.

I’m moving on and hope to find another source for American-made diner mugs. If I’m successful, I’ll let those customers in North Dakota and Missouri know. I can only hope that our prompt response to their problems has bought us a second chance with them.