FellowproductsReviews of fellowproducts.com

My EKG Pro kettle is completely broken and won't heat. Fellow customer service has subjected me to an endless cycle of scripted responses. They asked me to descale a kettle that physically cannot boil water, and when I pointed out the flaw, they stopped responding. Their live chat platform forces you to submit your serial number, proof of purchase, and photos, promises a resolution, and then sends an automated email forcing you to restart the exact same process from day one. They are intentionally wearing down customers to avoid replacing defective premium hardware. Ticket #648050.

I wanted to love the Aiden Fellow. When it works, it makes great coffee. Unfortunately, reliability has been a disaster. I paid $400 for this machine. The first unit failed within two months due to water system issues. Since then, I’ve had multiple replacements, and now the latest unit has stopped heating / won’t complete a brew cycle. What’s even more frustrating than the hardware failures is the support experience. Instead of acknowledging a pattern of defects, support repeatedly pushed troubleshooting steps and implied user error. After several failed units, it’s hard to believe this is a “me” problem. At this price point, I expect durability and accountability. I cannot recommend this product. When it works, it’s excellent — but the failure rate and support response make it impossible to justify.

I get the feeling that the products are only made to be pretty. The quality isn’t good, we had problems with the same model 3 times and the last issue was a safety issue and we didn’t got a refund or a replacement because the warranty was over for a few weeks. Which looks like they build a product with the knowledge it will break a bit after the warranty time (Amazon just agreed with that). It’s a shame.

I have both the kettle and the coffee maker and both have been problematic. The lid handle on the kettle broke off within 3 months and the on/off button is temperamental sometimes needing to be pushed 4 or 5 times before turning on. The coffee maker stopped working (asking for more water when it is full). They made me go through a lengthy on-line process and send videos just to tell me to take it back to the store where I bought it. The service is non-existent. I will never purchase another fellow product again.

Truly awful customer service. They lost my Stagg Kettle in the mail and it took exactly 1 month to get a replacement. Then, the replacement promptly stopped working after a single use. Their customer service team is ONLY available by email and takes 3 days between every message. Genuinely one of the most frustrating experiences with a product in my life.

I have now owned three EKG Electric kettles, and all three have ended up with exactly the same problem. After approximately 1.5–2 years of use, the thermometer starts behaving erratically. For example, when I set the kettle to 95 degrees, the temperature begins — during the heating process — to jump violently back and forth by 5, 10, 15, and even up to 20 degrees at a time, eventually reaching a full boil at 100 degrees, even though the temperature is set to 95 degrees. Each time, I have been told that the issue had been resolved and that it would not happen again. However, this is now the third time I am experiencing exactly the same fault. The first time, I received a replacement kettle free of charge. I must therefore conclude that this is a recurring quality or design flaw that has not yet been genuinely resolved. On that basis, I cannot and will not recommend this kettle. In my view, it is below standard — and unacceptable — that a product in this price range continues to have such repeated and unresolved issues.

I purchased first generation Ode grinder and had no problems until recently where I found a significant amount of retention in the grinding chamber. After some back and forth with a Fellow rep I was told that it was the beans or I was grinding too much. 25 grams of coffee doesn't feel like too much grinding in a day and the fact that they kept making ridiculous excuses really bothers me. I'm just told that the product is no longer under warranty and there is nothing to be done. For the money spent I feel that Fellow could offer more assistance. I'm certain that my new grinder will not be a Fellow product.

Very negative experience. After less than a year of use the handle of my Stagg kettle was loose and the top was cracked. For $200 this is actual highway robbery and the individual I spoke with wouldn't cover it under warranty.