Have waited over 22 days to receive an order of cores. Device broke within two weeks. Bought the starter kit as well as 3 additional cores. Customer support absolutely abysmal. Unfortunate, because I actually enjoy the product. Save your money and shop elsewhere.
Response from FÜMSep 5, 2025
We’re so sorry to hear about your experience. Especially with the delays, your device breaking so quickly, and the frustration you had with our support team. That’s not the kind of service or reliability we want for our customers, and we sincerely apologize.
We’re glad to hear that you enjoyed the product itself, and we want to make sure you can continue to. Please reach out to us directly at [email protected] with your order details. We’d like to help replace your broken device and ensure your Cores are delivered without further delay.
Your feedback is valuable and will be shared with our team as we work on improving shipping times and support response. Thank you for giving FÜM a try, and we hope we can turn this experience around for you.
NC
Nathan C.
Paid $100 and product never arrived
Paid $100 and product never arrived!
Contacted customer service, everyday same message “we’re sorry for the inconvenience”, “Let us investigate” goes no where… Out of pockets, no product, no customer service… Screams Scam..
If I could do it again I would give these ppl a cent!
Response from FÜMSep 5, 2025
We’re very sorry to hear that your order hasn’t arrived and that your experience with our support team has left you feeling frustrated. This is not the kind of service we want to provide.
To clarify: FÜM never intends to leave customers without either a product or a resolution. While delays or lost shipments can happen with carriers, you should always receive either your order or a refund. We deeply regret that your case wasn’t handled more quickly.
Please reach out to us again at [email protected]
with your order number, and we’ll make sure this is escalated immediately so you’re not left out of pocket.
Your trust matters to us, and we’ll do everything we can to resolve this for you.
AL
Aisha L.
Dont waste your money!!
no flavour, absolutely useless. may as well just suck my finger. they say flavour may not be as strong as vape but it's seriously non existent. I know it's air but I didn't expect it to be absolutely like sucking air. I could have picked up a free straw from a fast food restaurant and gotten the same benefit and saved $200.
Response from FÜMSep 5, 2025
We’re sorry to hear you didn’t have a positive experience with FÜM. While our device is intentionally air-based and designed to provide a subtle, natural flavor experience (not as strong as vaping), we understand that the sensation can feel too light for some.
Our Cores are made with high-quality, lab-tested essential oils, no nicotine, no vapor, and no harmful chemicals, which makes the experience different from what many are used to. Some people appreciate the gentle flavor and oral fixation it provides, but it’s clear this didn’t meet your expectations.
We value your feedback and will share it with our product team as we continue improving both our flavors and how we set expectations for new customers. If you’d like us to take a closer look at your order, please reach out to [email protected].
NC
nessuno C.
tastes awful and does not work
tastes awful and does not work, also refunds not allowed, don't waste your money on this like i did. misleading ads plus people all over the internet are paid to do fake reviews, no one would recommend this to anyone.
Response from FÜMSep 5, 2025
We’re sorry to hear you had such a negative experience. Taste is subjective, and while many customers enjoy our flavors, we understand they don’t work for everyone.
To clarify, our marketing is based on real testimonials from customers who’ve found success in their quit journey. We do partner with influencers, but they are required to share their honest opinions, and we never ask for or support fake reviews.
Regarding refunds: our policy requires products to be unopened for safety and quality reasons, which we recognize can feel restrictive. Your feedback is valuable, and we’ll continue reviewing our policies and communication so expectations are clearer upfront.
If you’d like us to review your specific order, please contact our team directly at [email protected]. We’d love the chance to help where we can.
KP
K P.
Please read the reviews before…
Please read the reviews before investing. As many people have said, the "pitch" is great. Purchase a sophisticated looking device that will help you kick a bad habit. However, as many people have said, the cartridges that they sell are overpriced and taste awful. The catch...no returns after you've experienced it for yourself. They claim for health reasons they cannot accept anything opened which I understand but, how are you supposed to know if you are satisfied without opening the product?? Trust me on this, you're likely better off without spending nearly $200 like we did.
Response from FÜMSep 5, 2025
We’re sorry to hear your experience with FÜM wasn’t what you hoped for. We understand how frustrating it can feel when expectations don’t align with reality.
To clarify, our return policy does require products to be unopened for safety and quality reasons, since once opened, we can’t guarantee the product hasn’t been tampered with. While this is standard in many wellness product industries, we know it can feel limiting, especially when trying something for the first time.
As for flavors and pricing: our Cores are made with high-quality, lab-tested essential oils and are designed to be reusable with the FÜM device, which helps reduce waste compared to single-use alternatives. That said, taste is personal, and we understand our blends aren’t for everyone. Your feedback on this is valuable and will be shared with our product team as we continue to refine.
We appreciate you taking the time to share your experience, it helps us improve. If you’d like us to look into your specific order further, please reach out to [email protected].
BO
Brad O.
My Unfortunate FUM Experience
I placed an order with FÜM under the impression that I was supporting a Canadian company, as their branding, website, and corporate identity are all tied to Canada. However, what I quickly discovered was that fulfillment was actually being done out of the United States, specifically Las Vegas, right in the middle of ongoing tariff and duty concerns between Canada and the U.S. This lack of transparency felt misleading, as there was no indication during checkout that orders would be shipped from outside of Canada.
When I realized this, I attempted to cancel my order immediately. FÜM refused, stating it had already been fulfilled, even though I had raised my concerns before receiving the shipment. Instead, they directed me into a cumbersome returns process. To even qualify for a return, it must be within 30 days, and you are not allowed to open the package at all. In fact, they will require you to send photos proving the package has not been opened before they will even provide a return shipping label.
On top of that, I had to pay an additional return processing fee and use a Canada Post return label to send the item back across the border to the U.S. Be aware: the Canada Post label and service they provide does not allow for tracking, which means you have no visibility or assurance on the status of your package once you hand it over. This adds even more risk and frustration to an already difficult return process.
Customer service was another weak point. Responses were slow, often taking several days, and they clearly do not work weekends. This left long gaps in communication and delayed the resolution even further, adding to the overall frustration.
Even after providing proof that the package was unopened and in perfect condition, they still required multiple steps before issuing the refund. While I did eventually receive it, the overall experience left me very disappointed.
In summary, while I did get my money back, I would caution others: if you are expecting a Canadian-based fulfillment and customer experience, that is not what you will get with FÜM. The lack of transparency around shipping origin, the restrictive return policy (30 days, unopened package with photo proof), the extra costs of returning items to the U.S., the fact that the return label has no tracking, the slow and limited customer service, and the persistence required to see the process through were extremely disappointing.
Response from FÜMSep 5, 2025
Thank you for sharing such a thorough account of your experience. We’re truly sorry that it left you feeling frustrated and disappointed.
We want to clarify a few points: while FÜM is a Canadian-founded company, we currently fulfill orders from the U.S. to help us ship more efficiently to customers worldwide. That said, we understand how this could feel unclear during checkout, and we’ll review how we communicate this so expectations are set more transparently.
Regarding our return policy: it’s designed to protect product safety and quality, which is why we require items to remain unopened. We recognize that this can feel restrictive, especially when trying a product for the first time. Your suggestion around sanitization or alternate handling is appreciated, and we’ll pass it along to our team as we continue reviewing policies.
As for the return process itself, you’re right, it should be simpler and more transparent. The lack of tracking and the multiple steps you described are not the seamless experience we want for our customers. We’re actively looking at ways to improve this, along with reducing response times from our support team so customers never feel left waiting.
We’re glad that you did ultimately receive your refund, but we also know that the process left a negative impression. Your feedback is invaluable, and we’ll be using it to improve both communication and customer experience moving forward.
If you’d like to discuss your case further, please reach out directly to us at [email protected] so we can personally assist.
KR
Kristen Ramsay S.
I would give them zero stars if…
I would give them zero stars if possible. My elderly, disabled parents purchased their product online, CORRECTLY input all the shipping information only to have it changed to an old address by the third party shipping app it navigated to. They’re $200 worth of merchandise was sent to the wrong address and they were completely unaware of this for over a week when they reached out to the company and found out about the address change. The company told him if they sent another hundred dollars, they could re-ship their merchandise. They’re both on disability and couldn’t really afford the $200 they sent it in the first place. Then after a bit of back-and-forth, they were told they would be receiving a re-shipment at no cost to them by one of their customer service agents only to be followed up with a “never mind, sorry for ya” message (eight hours later) by somebody else. Terrible business ethic and abysmal customer service. You should be ashamed for not making this $200 error right.
Response from FÜMAug 21, 2025
We’re so sorry to hear about this experience. Especially knowing it involved your elderly parents. This is absolutely not the kind of situation we want for any of our customers.
To clarify: address details in the checkout process are entered and confirmed by the customer, but in rare cases, third-party carrier apps may update or pull older saved addresses, which can cause issues like the one you described. That said, we agree this should have been handled with much more care and consistency by our support team. The back-and-forth communication you experienced is unacceptable, and we’ll be reviewing this internally to ensure it doesn’t happen again.
We never want a customer to feel stuck after such a significant purchase, and your feedback is being taken seriously. Please reach out to us directly at [email protected]
with your order details so we can personally review this and work toward a resolution that makes things right.
SS
Stewart S.
Fruad
They lie about their 30 day refund policy. Their shipping and processing policy clearly states 3 days to process and yet after 15 days of waiting my order still hasn’t shipped. Customer service every agent is named Jenn.
Massive fraud red flags
Response from FÜMAug 21, 2025
We’re very sorry to hear about your experience, and we completely understand your frustration. Waiting 15 days without an update is unacceptable, and we sincerely apologize for the delay.
To clarify: FÜM does not misrepresent our policies or refunds. We do offer a 30-day return window (with conditions outlined on our site), and we’re committed to honoring that. Shipping and processing times are normally much faster, but unexpected backlogs or carrier issues can unfortunately cause delays. This isn’t the level of service we want to provide, and we’re working hard to prevent this from happening again.
We’d love the chance to make this right. Please reach out directly to us at [email protected] with your order details so we can resolve the issue and ensure you’re taken care of.
