Bru MateReviews of brumate.com

Customer Service is horrible. My order came short one item. They had me send pictures etc. Then they told me they would resend. Then after I questioned where it was they said it was slow because of warehouse moving. Then after I questioned again they said it was no longer in stock. My order was placed first week in September and still not refund. Products are okay.......customer service is pitiful. I will not be ordering again!!!!!!!!!!

I have been sending emails to customer support for over a week now and get little to no response. If I do get a response they ask me to provide the same information in I have sent in previous emails. At this point I am forced to file a dispute with my credit card to get my money back. I will never order from this company again.

Disappointing shipping delays and frustrating customer service I placed my order on September 18, and as of September 30, it still hasn’t shipped. Trying to get a clear answer by email has been frustrating. The replies felt automated and generic, as though no one was actually reading the conversation. After discussing the shipping delay and providing my order number, I received a response asking whether I needed shipping updates, a return, or help with a warranty claim. I had already explained the issue. On September 30, I finally received an email explaining that BrüMate was transitioning to a new fulfillment partner and facility, causing delays for orders placed September 10–25. I understand that a move can cause disruptions, but I wasn’t made aware of this when I ordered. Customers should have been given that information before purchasing or notified promptly when delays became apparent. The email says the official facility transition happens October 5, but still gives no estimated shipping date for my order. An apology is appreciated, but it doesn’t answer the question of when my purchase will actually ship. The delay is frustrating, but the lack of clear communication and helpful customer service has made the experience much worse. I expected transparent shipping information and responses that addressed my actual questions.

I’ve bought several BrüMate products and really like them, which makes this experience especially disappointing. I ordered two Era Flip 40 oz cups in Oxford Plaid. One was correct, but I received a can holder instead of the second cup I paid for. I’ve emailed three times asking for the correct cup and instructions for returning the wrong item, and I also reached out on Instagram. Separately, I emailed twice about a cup that developed a small rust spot shortly after purchase. I still haven’t received a response about either issue, even after giving BrüMate 48 hours to reply to my most recent email. I like the products, but I’m frustrated that I can’t get help with a straightforward order mistake or a quality concern. I’d appreciate a response and a resolution to both.

Terrible customer service. Only reachable via email and they never actually answer your questions or work to resolve the concern. I placed my order 2 weeks ago and they say it will be a few weeks before it ships and can’t give any extra direction since they are moving warehouses, yet they keep selling and launching new colors in the meantime. When will those ship? I love their cups, but if you ever need anything from the company it won’t happen. There are too many options out there to deal with this kind of terrible customer service.

I am extremely disappointed with my experience with BruMate. I placed my order over two weeks ago, and it still has not even shipped. I have contacted customer service multiple times, and instead of actually addressing the problem, I continue to receive the same response that orders take 3–5 days to process. I have repeatedly explained that my order is already well beyond that timeframe, yet nothing is being done to resolve the issue or get my order shipped. What makes this even more frustrating is the lack of concern or urgency from customer service. I understand that delays can happen, but when a company gives customers a processing timeframe and then exceeds it by this much, I expect someone to take responsibility and actually help—not continue repeating the same generic response. At this point, it has been over two weeks, my order has not shipped, and I still have no real resolution. Very disappointing customer service and order fulfillment experience.

Good products. Worst customer service I’ve ever experienced. Only way to contact is through email but they do not respond. Waiting for item ordered 1 month ago. Can not get a response about delay (SHOP app continues to push delivery date further and further). Keep receiving text messages from BrüMate asking if I’m enjoying my new purchase. Apparently they’re oblivious due to not reading and responding to my numerous emails or they just don’t care about keeping customers.

Terrible Customer Service! Tried to obtain a replacement part-they now say they disconnected that model. Inquired about the so called "Life Time Warranty" they say normal "wear and tear" is not covered! They could care less about trying to make things right.