Bru MateReviews of brumate.com

I placed my very first order with Brumate on Black Friday. I had checked out their products many times before, but they are so frequently sold out I was never able to purchase what I wanted. My order was placed and confirmed on 11/27. Over the next 2 weeks, I received a handful of order update emails, including a blanket email from the CEO explaining how they've had issues with their shipping partners. In the email, it specifically gave instructions to contact their company on 12/16 if your order was not updated. I sent my email at 9am on 12/16. By the end of the day, I still had not heard from anyone. I tried to find a chat option or phone number on their website, neither of which they provide. I found a different email address listed, so I emailed that one. I got 2 different automated messages, basically saying the same thing: "we're having shipping delays, here's how to track your order". I emailed them 4 times over the course of 48 hours before an actual human replied to me. Lo and behold, the item I ordered is now out of stock, but they're "happy to send a different item as a replacement". It is completely unacceptable to find out 3 weeks AFTER you've placed an order that you will not actually be receiving that item. It is absurd that you would direct your customers to wait until 12/16 to contact the company about issues with their order, and still not reply to them. How do you run an online retailer and only offer a generic email inbox as your form of customer service? I've purchased from a lot of online retailers and worked in retail before. Once an item has left their warehouse, they can't control shipping delays - I do understand this. But, they CAN control their inventory and their customer service. Both are a disappointment, to say the least. Will not be purchasing from this company ever again.

Shipping is horrible! Ordered on Nov 27 and still haven't received order. Bought the "route" insurance and filed a claim which was approved to refund or expedited new order. They have done neither. On Route app it looks like the package has been sitting in Atlanta since Dec. 5. Brumate only has automated responses to your inquiries. Very frustrating dealing with this company...customer service is horrible!!

Finally received our order from Brumate, placed in early July and not received until late August...all the way from the states, via germany, on a ship! Not quite what was intimated online?? and import taxes to boot! I can live with the protracted shipping, but on receipt we're somewhat underwhelmed, they're coated with what appears to be a synthetic plastic wrap rather than an enamel type coating and look a bit naff, they're not dishwasher proof and will no doubt be pretty susceptible to abrasion...for the price point they're not worth it. Dont bother!

It took them 5 days to ship an order and when I asked them to reroute to a different address as I had left that location they refused. Customer service is terrible and just automated emails.