Bru MateReviews of brumate.com

I order few items from them, including one that was on back order for a few days. I’m waiting for my order shipment confirmation, but instead I keep getting comercial emails all the time. I emailed customer service to find out when my items will be shipped since I ordered them 8 days prior and the shipping was supposed to be 4-8 days. At the time I emailed them, the date for the back ordered item was also passed, so there should have been no reason the order was not shipped. I received and answer to my inquiry about the shipping status informing me that the item is still not available in the warehouse and the whole order will be shipped when that item will be available (I ordered 5-6 items total). They said that they expect another week or two until the item will be available and they will ship my entire order as they will not ship the rest separately. I requested an order cancelation and they rather did that than shipping my other items and having me only wait for one. It’s been a while since I experience such careless customer service. Needless to say, I went and bought another brand from Amazon.

Same issues as everyone else here. Ordered THREE eras over 100$, early December-still no sign of them. This is pre-paid, so this company has your money but you have no product. You can try to contact the non existent customer service via email with no answer. I understand this company does this pre order thing, but if this is how you’re going to do business it would be nice if you stuck to your timeframes and set correct expectations with your customers. If it’s going to be later, reach out-don’t force the customer to email over and over only get crickets. This company clearly doesn’t care about their customers.

If I could give a zero I would!! Brumate's customer service is awful. I ordered from them 11/24 and they didn't ship out to 12/23 which means didn't get in time to be given as a gift to my daughter. When telling them the issue, they sis nothing ro make up for their ridiculous delay in shipping out poor customer service!!

Horrible experience with this company and product. Shipping was severely delayed (2wks) and then when we received the order the cap broke within a week. Their solution to the problem… wait three to four weeks to receive a new cap…. No thanks. Their customer service is also lacking. No one to call, you are at their mercy to receive an email when they get around to it. I’ve asked for a refund and I’m still waiting…Finally, looking at other reviews it looks like they’ve known about their faulty caps but keep selling them anyway. Way to create a big mess in hope people just give up…

Everything listed under the 1 star section of this comment thread just echoes my negative experience with Brümate. I still haven’t received my order that I placed on Nov 29th, 2023. They sent one email confirming my purchase, took my money, then never sent any shipping updates or additional follow up. I haven’t received a response from customer service yet either. For the price of these bottles, buyers should be receiving excellent quality, customer service, shipping times, and follow-up. If I don’t receive my $50 order in the next week, I will be demanding a full refund. We’re in a new year and it’s been more than a month. I should not still be waiting for an order made during the 2023 Black Friday Sale. Also after reading some of the recent posts about the company, I’m starting to think they’re a scam. They’ll just take your money and never ship you the product you ordered. Absolutely insane that they’re getting away with this.

We have been buying Brumate products for years. We had on other issue with shipping before, and they seemed to fix that issue. However, we pre-ordered some products November 14th, understanding that they would be her for Christmas. We got an email update stating that they were going to be shipped. A printing label was created, however, it was never shipped and there have been no tracking updates. All we can see is that they are sitting somewhere in FL waiting to be shipped to us. These were supposed to be here before Christmas according to the first email. Then another email came stating it would be the day before, then the day after. Since then nothing. We have tried reaching out with NO RESPONSE from the company. My husband is done, for the amount of money we have spent working directly with the company and not a retailer, this is TERRIBLE CUSTOMER SERVICE. I can see from other reviews that we are not the only one experiencing this issue. I would love to blow up Social on this. I understand there are things out of a company's control, but response to customers or an explanation of some issues that could be causing the issues -even just an email to all customers letting them know that they are experiencing delays with manufacturers, etc- would be better than no response at all. Chat is a joke. The response we got in an email from their automated response about not continuing to email them or it will put the original email at the bottom of the list....who does that?!?!

******* UPDATE******* My daughter got a hold of them on insta gram!! They got on the order and amazing...the order showed up 4 days later!!! SO TRY INSTAGRAM!!!!!! They still did not send any shipping info to me or get back with me at all!!!! I ordered 2 Brumate era's on November 20th >>>that is more than $90 worth. They said they would be shipped out Dec 22nd!!! I have been e-mailing daily to see where they are! Noone has gotten back with me! They say " flawless customer service "right on the sight!! I say worst customer service!!!They can't even back their product up with a shipping date . They say that chat will be covered certain hours and I've tried many times during the said hours....no one to chat to. They want you to leave an e-mail and they will supposedly get back with you. Absolutely horrible!!! I'm beginning to think it's a scam sight. I asked for a refund b/c my daughter is leaving back to college w/out her Christmas presents!!! How sad is that? I will never order off this sight again!!! They have FALSE promises!!! STOP MAKING PROMISES YOU CANNOT FULFILL!!!!! Stop claiming Flawless customer service B/c You don't have any at all!!!! Absolutely unacceptable!!! Just Poor!!!

I bought a Toddy XL and after a month the lid broke. I contacted Brumate with all the details requested (receipt, photo of the broken lid, etc.). It took forever for them to respond and after a month they said they'd shipped a replacement lid. 6 weeks later still no honoring of their lifetime warranty, so I contact them again. Again they said they'd shipped a lid. It's now 4 months since I originally reached out and still no replacement. I like the cup, but the customer service is beyond terrible. Avoid them at all costs.