Bru MateReviews of brumate.com

I have had multiple interactions with their customer service and at this point, I feel very defeated. I placed an order son 9/8/26 and as of 10/20/26 I have not received this order. I paid for their standard shipping (4 to 6 days). When I email I get a response of "you'll get a message as soon as it ships". Less than helpful. In another order I received an item that did not match what I actually ordered. They asked for pictures of various things and those photos were supplied. The next message again asks me for pictures. I feel as if I am doing to job they should be doing.

I ordered personalized items on 8/23/26 and did not get an update regarding my order for over the number of business days the company stated they ship orders. After reaching out multiple times, I was finally told that they lost the info for personalization and my order was canceled. I was then told that if I reordered, it would be expedited. I placed a new order within the half hour on 9/21/26. On 10/1/26, I was told that my order was printed and moving along in the process. On 10/9/26 I reached out regarding when my order would ship, and on 10/11/26, I was told that it’s waiting to be picked up by the carrier. After not receiving shipping information, I reached out AGAIN on 10/15/26. Today, 10/17/26, I was told my order was CANCELED due to the company transferring warehouses to “improve efficiency” I was then told that if I reordered it would ship in 1-3 days. I double checked if I reordered personalized items that it would ship in that promised window and the response was 10 days. FIFTY FIVE DAYS. that’s how much time I wasted waiting on this company.

I really wanted to love this BruMate mug, but it has turned out to be a frustrating purchase. The lid is extremely difficult to open. It doesn't happen every single time, but it jams intermittently, making it a struggle just to get a drink. For a premium mug, you expect smooth and reliable daily use. To make matters worse, customer service has been equally unhelpful. When I reached out to report the intermittent opening issue, instead of offering a straightforward replacement or solution, they insisted that I send a video of the problem happening. Expecting customers to record and catch an intermittent mechanical issue on video just to get support for a defective item is ridiculous and terrible customer service. Between the unreliable mug design and the hassle of dealing with their support team, I wouldn't recommend this product.

If I could give a zero I would. Absolutely horrible lack of customer service, not responding to emails, not sending items yet they took my money over five weeks ago. I am beyond disgusted with the occasional generic response of "your items are being marked as a short ship and will ship immediately". I have filed a complaint with the Better Business Bureau and even they can't get a response from Brumate...unacceptable!!!

I placed a paid order and waited almost three weeks with no shipping information. Nothing on the website warned me about a warehouse move or extended delays at checkout. Every time I reached out by email or chat, I got automated replies and generic apologies, never a real person who read my messages. I asked to exchange one item in my order, and that request was ignored. Instead, they shipped the exact item I asked to change, sent only part of my order, and gave no explanation for any of it. Delays happen, but this was a failure of communication. If you are going to place orders on hold, say so upfront. Have real representatives respond to customers, and read the requests people send. I will think twice before ordering again.

0 stars is I could I wish I looked here earlier. My water bottle broke 4 days after I got it due to bad design. My bottle had a tiny piece on the straw that connects it to the rest of the bottle that broke immediately. They do not provide refunds only replacement parts which means this is just going to break again. Do not buy from them

Only because I have to give it at least one star. Fortunately this cup was given to my wife from her work so it cost me nothing, brumate tumblers are just promotional junk. It works well if you have a cup holder. Without a cup holder the slightest bump or strong breeze knocks it over. They are very top heavy therefore unstable. Fortunately I can recycle the steel and throw the rest away.

If I could rate negative stars- I would. I have been a loyal Brumate customer for almost a decade and recently they have tanked, They are too busy launching new designs on their cups to care about actual customer service. I have been waiting a month for my order (that contained ZERO new items-all previously launched items that have been out for awhile. ) I have 16 emails back and forth with their “customer service” department. All they say is “sorry for your frustration” and I will reach out to fulfillment and find out what’s going on and then crickets. They keep closing my case with ZERO resolution. I am not even sure I am talking to a real person. I will not purchase another item from Brumate- which is unfortunate because the products are wonderful. I have also let all my friends know about this terrible experience and they all plan to take their money elsewhere. Maybe if people stop spending money with Brumate they will ACTUALLY listen.