Missy E.
I`d give it an negative out of 5 stars if it were allowed.
I ordered 4 Brumates and realized that they were the wrong size. The 1st interacting with Brumate was amazing. It quickly went downhill from there. I was supposed to get my items on May 5th, and I never did. I received an email for tracking, It stated that the label was crated, but never received by the shipping company. Then I got an email from Brumate saying sometimes this means my items are lost. I responded that I did not receive the product yet. And they basically are forcing people get the shipping protection, and if you don’t you won’t get your order. They “resent” the order. It gets delivered, and all three items are damaged. I try to contact Brumate and you can only chat online or via email, no phone number is listed. I finally get someone, and they said to send pictures, so I did. They said the damage does not affect the purpose of the cups, so they can offer me 30% off my order. I asked to return all 4 items for a refund. The person I was chatting with told me to respond to the email from now on and not the chat. I asked if the return all 4 items, and she stated no just three and to return the 4th I would have to do it myself via the website. I went ahead and returned them via website. I got an email on May 17th, that my items were received. On May 21st, I got an email stating my order has been refunded and it would take 3-5 business days. It has been over that and I still do not have my refund. I emailed again, and now the are saying” In reviewing, all three items from the BM******* order have been returned, but the items from BM****** have not checked in with the warehouse yet. Looks like return tracking shows that the order was sent back to us and arrived at the warehouse on the 25th. Our warehouse requires around 7-14 business days to check in returns prior to returns being refunded. I have been trying to chat with someone via chat I put in my order number and email and no one will respond. I got on other chat platform and didn’t put in my order number or email and am now chatting with someone. This is absolutely insane, and their products are terrible quality, their customer service is nothing short of a nightmare. No return has ever said it would take 7-14 days. I would never recommend this company to anyone. I have been using S`well for years and I 100% regret just sticking with them.