The Story of SIGG: Proprietary vs. Transparency
August 20, 2009 by Alicia
Filed under Bisphenol-a, Buzz, Toxic Chemicals
Our experience with SIGG has made for an interesting story. This month we were finally able to read the last chapter – and the ending was just as we thought it would be.
Back in 2006 when The Soft Landing was just being hatched and I had begun to search for BPA-free alternatives, SIGG was one of three major metal water bottle brands. They promoted their products to me, a prospective retailer, as BPA-free, making SIGG an obvious choice to add to our budding BPA, PVC & Phthalate-free store. I did eventually add them in early 2007 and sold them like hotcakes.
As time went on, more information about BPA - its toxicity in low doses and its shocking number of unsuspected uses – was brought to light at neck-breaking speed. Consumer advocates pushed harder for change and the market place began to respond in late 2007. With my family’s help, we worked hard to stay ahead of the tidal wave by confirming and reconfirming the BPA-free status of each product offered in our store. So when we learned in early 2008 that nearly all aluminum food containers were lined with a BPA-based epoxy - we immediately realized that we needed to contact SIGG to question their BPA-free claim. Would they be one of the very few companies like Eden Organics to use a truly BPA-free lining?
The answer we got was not what we expected from a powerhouse like SIGG with such a green reputation. We were being told that the lining was “leach-free” and that they could not disclose their proprietary formula. When we insisted that they confirm whether the lining was BPA-free, they responded with the same tired rhetoric we were accustomed to hearing from companies like Fisher Price and Similac. We made the decision that day to stick with our policy of not carrying products made by companies who refuse to be transparent. We immediately stopped selling SIGG aluminum bottles based on our gut feeling that there was more to this story. We also stopped recommending them based on failure to confirm their products BPA-free status.
SIGG’s CEO confirmed our suspicions in a letter released this month - their aluminum bottles did contain small amounts of BPA after all. In the letter, they went to great pains to explain that they spent millions of dollars developing a new lining and that their bottles no longer contain BPA as of August 2008. Do they realize that it’s now August 2009? Why in the world are they just spilling the beans? Haven’t we grown beyond this ”proprietary” nonsense yet? Well, maybe not. Have a look at SIGG’s answer to these questions:
“The primary reason that I am writing this letter today is because I believe that the BPA conversation has changed dramatically in the last 12 months. Last year, the primary concern was that of BPA leaching from bottles. Since that time the dialogue has evolved such that now some people are concerned about the mere presence of BPA and some states are considering legislation.”
Are you kidding? We’re not interested in dealing with another used car salesman. There are too many other top notch water bottle companies out there! It’s not about the “mere presence of BPA” or that their studies didn’t show any leaching – it’s about the principle of trust. We as parents, consumers and advocates should demand transparency from companies who build their entire foundation on being healthy and green.
What to do with older SIGG bottles?
We’ve been asked if we trust that the bottles are truly BPA-free now, and our answer to that question is yes, they probably are. It’s our opinion that SIGG wouldn’t lay their neck on the line unless they had a lining that could be opened to scrutiny and proven to be BPA-free. We’ve also been asked what to do with bottles made before August 2008 – we suggest you use their own comparison images to decipher which type of bottle you have and contact them directly for a refund or replacement.
Photo Source: SIGG.com
If SIGG was using a BPA-lining until August 2008, what other companies have stainless steel bottles containing BPA? Which ones are safe? What about stainless steel coffee tumblers?
I'm frustrated and disappointed. I've requested a replacement bottle as mine definitely has the copper looking liner in it. If they don't choose to replace the bottle, I will not be purchasing any more of their products!
I tried to contact them today to get replacements after reading your article. They attempted to “transfer” me four times then hung up. I sent them an email. I will let you know what happens – if anything. How disappointing. I have several sigg items and will now let all my friends know not to buy from them anymore.
Great…I've had one for years…
You know, my girls always begged me for colorful SIGG bottles, and poo-pooed the Klean Kanteens we bought after throwing out our Nalgenes back in 2004. I told them I wouldn't buy anything to store their water without knowing what it really is, and then tried like hell to find out what SIGG's “proprietary lining” was, without any luck. The next time we go to Whole Foods and they start picking out which SIGG designs they like best, I'm flying an invisible little Mother Knows Best flag.
Now, I have to figure out how to post this article on my Facebook page…
Friends – I emailed them at liners@mysigg.com (the special email addy addressing this issue) and in less than 24 hours (actually in just over 12) I got a very nice reply offering to replace my old SIGG with a new one with the Eco liner. Absolutely no questions asked! I just have to mail in my old bottle (which shouldn't be too bad since they weigh nothing). They sent me a special mailing label to expedite the process, and I get to keep my cap (which is bpa free). When they receive my bottle they'll send me a gift cert for a new one, including the cost of shipping (hmmmm, maybe it's time for a new design!).
All in all, I'd say this was excellent customer service and in my opinion went a long way toward healing whatever bad feelings I might have had toward the company. I was very nice in my email, lamenting that I just couldn't use my sigg anymore, and pointing out that I'd had one long before most of the USA and had marketed for them for years ('cause everyone's always asking about it since it's so pretty). I kind of think they were so accommodating b/c I tried to be very friendly and nice (but firm). I did ask outright for a replacement.
Remember, you'll catch more flies with honey than vinegar!
Wow, Alicia, thank you for telling us this story. I am impressed with your research and how you tracked this issue.
I am going to have a to take another look around your site!
Alicia,
You were dead on about this. I just quoted and linked to you over at Non-Toxic Kids, here: http://www.non-toxickids.net/2009/08/sigg-water....
I am so bummed, and will be looking for better alternatives on you site. Thanks for your insightful post!
Hi Katy,
Thanks for your feedback and support in linking to our story! Your post was heartfelt and relatable for me, as I'm sure it is for many frustrated parents out there!
Alicia
Hi Lynne,
I'm glad you found our story compelling – your feedback means a lot! We really do give our business everything we have (and a little more) in an effort to offer parents a solution they can trust. No one's perfect, but this situation with SIGG just didn't feel right – and we're awfully glad we listened to our gut on it . . .
Alicia
Hi Stasigrace,
I hate to say it, but your comment feels like a well-placed plant by a PR company. After years of speaking out in a manner often unpopular, I've grown accustomed to the look and feel of such a comment. I hope this isn't the case, so I'll respond assuming you're a concerned parent . . .
Bright, shiny smiles and fantastic customer service don't go very far in making ammends for a breach of trust. Instead, they are a basic necessity in a situation like this. SIGG should be very quick to replace/refund their BPA-lined bottles. They already avoided a massive loss of sales by sitting on the information for a year, so remedying the situation is the least they should do.
And as for setting of a lot of unnecessary anger, I'm sure you realize that I'm not the guilty party – SIGG was caught red-handed in a huge deception, and only they can take credit for that.
Alicia
Hi pkk16 and tiffanylarson,
I'm hearing very mixed reviews on the new EcoCare BPA-free bottle liners, so you may consider asking for a refund instead of replacement. ZRecs just posted more info on this issue at http://www.zrecommends.com/detail/two-new-bpa-f...
I feel your frustration!
Alicia
OK, I'll take a deep breath, 'cause I'm a blogger too, and I realize you don't know me and you've had a lot of bad experiences. OK. I suppose some cynicism is called for. But to be honest, I'm very hurt. Especially that you would question my being a parent. As a fellow mom, you must know that was kind of a low blow.
Here's the deal: I honestly thought I was doing your readers a favor, because I offered the special email address that WORKED (they seemed to be having trouble with calling and other attempts at communication). I wrote about my experience as a way to say go ahead & try b/c you'll get what you want. It worked, that's all I wanted to say.
I didn't say *your* anger was unnecessary – you misquoted me. I said *the* anger “might be unnecessary” – meaning that the people who were angry about not getting replacements might be putting the cart before the horse since sigg was indeed offering replacements. Simple as that. Sorry it wasn't more clearly written. I guess by suggesting you use my words that made me look like a shill…totally not what I meant; since you'd said “Contact them directly” I wanted to say, “Yes, Alicia, that worked! Let everybody know they can have new ones – IF they want them!”
The anger comment had nothing to do with the company not being honest – that's a different, and completely justified, issue to be angry about! Of course!! I really was just trying to help. Sorry to be so sunny about it. I guess I was just so shocked that I didn't have to put up a fight (I was ready to, believe me) that I got a little over-chipper, which looked weird in the midst of the (did I mention justified?) anger.
I in no way intended to demean the blog or your reporting, which I love (for pete's sake, this has been my bible for two years!! you are all over my blog!!!), I only wanted to say that I got what you said we should try to get, so the readers should not be daunted but go ahead and try. I thought I was helping. Guess I should have kept the story to myself.
From Stasi, Maggie's mom (15 mos), and reader of Soft Landing since 2007, and SO not a corporate hack (gag) [though maybe I should pursue a career in PR instead of being a SAHM, since I fooled ya without even trying!
]
Excellent, thank you for letting me know.
Tiffany
Hi Stasigrace,
I hate to say it, but your comment feels like a well-placed plant by a PR company. After years of speaking out in a manner often unpopular, I've grown accustomed to the look and feel of such a comment. I hope this isn't the case, so I'll respond assuming you're a concerned parent . . .
Bright, shiny smiles and fantastic customer service don't go very far in making ammends for a breach of trust. Instead, they are a basic necessity in a situation like this. SIGG should be very quick to replace/refund their BPA-lined bottles. They already avoided a massive loss of sales by sitting on the information for a year, so remedying the situation is the least they should do.
And as for “setting off a lot of unnecessary anger” – I'm sure you realize that I'm not the guilty party – SIGG was caught red-handed in a huge deception, and only they can take credit for that.
Alicia
Hi pkk16 and tiffanylarson,
I'm hearing very mixed reviews on the new EcoCare BPA-free bottle liners, so you may consider asking for a refund instead of replacement. ZRecs just posted more info on this issue at http://www.zrecommends.com/detail/two-new-bpa-f...
I feel your frustration!
Alicia
OK, I'll take a deep breath, 'cause I'm a blogger too, and I realize you don't know me and you've had a lot of bad experiences. OK. I suppose some cynicism is called for. But to be honest, I'm very hurt. Especially that you would question my being a parent. As a fellow mom, you must know that was kind of a low blow.
Here's the deal: I honestly thought I was doing your readers a favor, because I offered the special email address that WORKED (they seemed to be having trouble with calling and other attempts at communication). I wrote about my experience as a way to say go ahead & try b/c you'll get what you want. It worked, that's all I wanted to say.
I didn't say *your* anger was unnecessary – you misquoted me. I said *the* anger “might be unnecessary” – meaning that the people who were angry about not getting replacements might be putting the cart before the horse since sigg was indeed offering replacements. Simple as that. Sorry it wasn't more clearly written. I guess by suggesting you use my words that made me look like a shill…totally not what I meant; since you'd said “Contact them directly” I wanted to say, “Yes, Alicia, that worked! Let everybody know they can have new ones – IF they want them!”
The anger comment had nothing to do with the company not being honest – that's a different, and completely justified, issue to be angry about! Of course!! I really was just trying to help. Sorry to be so sunny about it. I guess I was just so shocked that I didn't have to put up a fight (I was ready to, believe me) that I got a little over-chipper, which looked weird in the midst of the (did I mention justified?) anger.
I in no way intended to demean the blog or your reporting, which I love (for pete's sake, this has been my bible for two years!! you are all over my blog!!!), I only wanted to say that I got what you said we should try to get, so the readers should not be daunted but go ahead and try. I thought I was helping. Guess I should have kept the story to myself.
From Stasi, Maggie's mom (15 mos), and reader of Soft Landing since 2007, and SO not a corporate hack (gag) [though maybe I should pursue a career in PR instead of being a SAHM, since I fooled ya without even trying!
]
Excellent, thank you for letting me know.
Tiffany
Thank you for writing this entry on SIGG to update us. I can totally trust thesoftlanding.com's information because you always back up your research and data. Thank you for helping the rest of us understand the “real” story and protecting our families!
After receiving the form for return via email, I inquired if SIGG would be offering to pay for postage returning the bottles. I just thought I'd share this response from them with you:
I am sorry for the inconvenience, but we are unable to provide you with postage for the return at this time.
This is not a product recall, but a service we are offering to show that we stand behind our products and the people that use them. Several people are choosing to keep their older SIGGs. You may choose to keep your current bottles as they have been shown not to leach anything [BPA included] http://mysigg.com/bulletin/testing.html
However, if you are interested in upgrading your collection, you will have to bear the cost of returning them to us. The shipping and cost of your replacements will be on us. As stated in the previous letter, you are also welcome to keep the caps currently on your SIGG bottles.
You don't need to package them carefully as they will only be recycled, a simple tyvek envelope will work.
Thank you in advance for your kind understanding in this regard.
Just want to thank you for the information. We have three SIGG bottles with the old liners, and I wasn't sure what to do until I read this thread. I sent an email to the address that Stasi recommended last night, and received a response in my inbox this morning with instructions and a form to complete. I agree that their follow up was speedy, though I am furious that they kept their knowledge of the product contents quiet for so long.
Stasi, I agree, your PR skills are good (you must be a middle child, natural reconciler!) because I also wondered if you were a clever PR strategist…but I believe you now! : ) And I can concur that they've made the return process very straightforward. Thanks!
Thanks for sharing your experience with us – it confirms what we've been hearing from most people.
We're wondering how everyone feels about the way SIGG is handling this situation so far?
In the wake the recent Sigg news, I’m reminded of this blog post KOR posted on August 5, 2008 as we set to launch the KOR ONE Hydration Vessel and begin our company’s “water advocacy”. In particular, we put forth KOR’s company values, and in addition to the oft-cited “sustainability” and “ethics”, we felt deeply about building a company with “transparency“. It was that same month in August 2008 that it appears Sigg chose to keep it’s BPA secret a secret as thousands of consumers rushed to discard their plastic BPA-ridden bottles for the “health-safe” Sigg bottles.
http://blog.korwater.com/2008/08/set-standards-...
I've written about my break-up with my Sigg bottle on Huffington Post. Sigg’s greenwashing ways are an outrage, and even now, Sigg CEO Steve Wasik still can’t stop the corporate doublespeak and clouding of the facts, as you can see in his comment left at my Huffington Post piece.
http://www.huffingtonpost.com/nena-baker/why-il...
Terrible. If you have proof of purchase, they should just replace. Or they should pay postage.
And here's a hint, SIGG…don't mock your consumers, singling out bloggers and moms, on facebook. That's public, y'know?
Hi Nena,
I appreciate you stopping by to share your fantastic piece on the SIGG fiasco! I love that you voiced what many of SIGG's devoted followers are feeling in light of their smooth deception.
By far, most of the SIGG owners I've talked to won't ever use a SIGG bottle again, but feel that the company should be responsible for their own mistake. They plan to take advantage of the free EcoCare bottle and then donate them.
I wonder if SIGG truly planned on the major fall-out they're getting??
Alicia
Hi Candace,
I agree that SIGG should foot the bill for postage as well – it's the least they could do. And by not doing it, they're increasing the boiling frustration so many of the customers are already feeling and cementing their negative view of the company.
I'm honestly blown away by SIGG's public display against it's own consumers. Absurd. And another very poor business move.
My girlfriend just bought me a SIGG water bottle from Target this past weekend. I really appreciate your dudilligence and getting to the bottom of this. If I had read this post before Saturday I would not have let her buy it for me and would have chosen a different company. With that said, I like my SIGG bottle and will continue to use it only because it has the new BPA free liner. I would be very angry if I had been using one prior to Aug '08