Bru MateReviews of brumate.com

I received a tumbler as a gift and less than 2 months the straw would not come up. They sent a replacement lid to the wrong address and now won't send another one.

They deserve a zero rating. Their customer service is the most disgusting that you will ever see in any corporate business. There is a robot emailing system. We bought a $900 cooler with a prototype wine dispenser. It was broken because it was only a prototype. I asked to have the compartment sent of which they said yes but conveniently they don’t put the unit number and I never receive it. Then send an email again about why is it that they don’t give tracking numbers etc. and they said that’s just because how they do things. There’s no phone number to contact this bogus. A55 company! I would never give them my patronage as a customer ever again and if you were smart, you would do the same. Their product is OK at best, but their customer service is bottom sewage level.

Love the products, company's customer service SUCKS!! notice how they do not have a phone number you can call? Cause they don't care. Brand new 40oz cup, straw cracked so I emailed them. Return email that day says they are sending one free of charge, gave me an order number even. After 10 days, tried to look up the order number to track it. Guess what? Order number they gave doesn't exist? Re-emailed them and just got robot email returned. $50 cup useless

Very unethical business practices. Allows a discount code to be used at checkout, processes payment, and then removes the discount. I reached out to customer service and they claim you can’t use the discount code for the cup I ordered… then why was it accepted at checkout? Asked to cancel the order and of course it’s “too late to make any changes to the order.” Oh but they provided a link to return the cup only to find out… it’s final sale. What a dishonest and poorly managed company… karma is a b!

I waited over 2 months for my cup to arrive. I ordered on 14/06 and the cup arrived 22/08. All this time I was chasing them for an update and they’re asking me to wait 3-5 days. I asked them multiple times to process a refund if they’re not going to send it but apparently it had already passed that “point” I tried to claim my money back through Clearpay and they sent them false tracking information for a cup that never got posted (Beware - they will send you tracking for something and tell you it’s been posted when literally all they have done is print a label) In terms of advice for others in the same position, don’t try instagram as they’ll delete your comments and ignore your messages. They have to respond to new cases it seems, so use “contact us” and set up a new case each time you want to message them (get all your information in one message as you will never hear from the person who responds to your “new case” ever again!) I found The Better Business Bureau quite helpful in the end, and would recommend using them if you are struggling to get responses (you’ll see BruMate’s score on there is even worse than here) BM did respond and say it was MY fault they couldn’t process a refund, which was great but the cup was nearly in the UK at this point so I dropped it. I think if you’re not so far along in the farce that is ordering from this brand it may be helpful to try the BBB. The cup eventually arrived (wrapped in one thin piece of paper so it’s a miracle it’s not damaged) It looks ok but I will never use it, and I’m not going to put myself through trying to return it. The silly child who owns this brand can put my $50 toward his next fast car or fancy holiday. I’ve learnt my lesson and will check TP reviews before ordering from anywhere new going forward!

If I could give a zero for customer service I would. I purchased 3 replacement gaskets for my 16oz slim bottle cooler. Which is a great product but unfortunately the replacements would not fit. There is no customer service number only a email. They responded saying they received my email and would get back to me. It’s been over 3 weeks and no response. This is the worst customer service ever.

I bought the 55gal hard cooler and opted to return it for the smaller version. After a MONTH since the return they have still not registered it as “returned” and it has been arrived for so long now that USPS is going to “RETURN” it back to me!! Now it’s the end of the summer and they told me someone would get back to me in 2-3 weeks!! I told them to forget the store credit and give me my money back. My mind is truly blow at how bad their service is. I never in my life could image a company that could continue operating with this level of incompetence.

DO NOT PURCHASE THE ROTERA!! 3 of my kids ones broke with two weeks of using and mine is failing. Extremely difficult to open. Do not buy them. Waste of money since they refuse a refund on their website warranty, only a replacement.