Reviews

Review Details

• Review fromNooshin B

  Date: 04/30/2025

  1 star
  I've purchased several Ember mugs over the last 2 years and really liked the mug and how it kept my tea hot for a long period of time. But inevitably, as with any technology driven product, you will run into issues and when that happens, their customer support is frustratingly slow to respond. I ran into an issue with the charging coaster. It took their customer support 2 weeks just to get back to me and request serial number and photos, and after quickly providing that information to them, it took another two weeks for them to request the same information from me again and finally a month after that for them to offer to send a replacement coaster. It's really a shame that Ember doesn't seem to understand the importance of providing great customer support especially considering the price point for their products. They have forever lost a loyal customer in me, as I will never purchase another Ember product if I can't count on timely, effective responses from Customer Service.

• Review fromNicole B

  Date: 03/18/2025

  1 star
  Initially thrilled with my product and the company's customer service when I had to have the mug & charging puck replaced twice. They were quick to respond and resolve the issue(s). I've used their products since 2021. Now my third mug has delaminated...again! I have sent multiple messages starting Feb 15th through their website, and social media accounts. I have received no correspondences. This is unusual based on my previous customer service experiences. Not sure what changed with their internal structure but they are the pits!! I will no longer promote their products, nor will I use Ember's drink ware again. A real shame for initially an innovative product. Side note: I recently purchased a coffee maker from Fellow, which began to have some functionality issues. Their customer service is excellent. They even responded to my inquiry on a weekend, every follow up was quick & they were wonderful in helping me to troubleshoot the issue. This is the type of customer service Ember once had in 2022.

• Review fromTina B

  Date: 03/11/2025

  1 star
  My ember mug stopped pairing shortly after getting it. I reached out to Ember Suuport over a month ago, several times and have received no replies from them.

• Review fromSamantha B

  Date: 12/27/2024

  1 star
  Purchased a brand new travel mug and it will not charge out of the box brand new. You cannot reach customer service through the only means which is email or Facebook messenger. The only 800 number listed on their website is not a working number which is concerning as it mentions accessibility and legal issues to contact that non-working number. Truly disappointed and no resolution by the company who made it. Thankfully the store I purchased through will help but ember customer service is horrid. Their Facebook ads are riddled with other consumers having the same problem. Buys beware it seems you have a 50/50 chance of getting a working product.

• Review fromEleanor P

  Date: 10/29/2024

  1 star
  Mug broke and they do not answer customer service emails after the first automated response. It has only been six months and it doesn’t hold any charge, going to report as fraud for refund.

• Review fromLaura D

  Date: 10/23/2024

  1 star
  I have an Ember Tumbler that was received as a gift and is still under warranty as we've had it only 7 months. It stopped holding a charge for any longer than 2 hours and I reached out to the company 9 times. In three cases they responded with a canned email saying they received my concern and sent me articles to troubleshoot the issue myself. In one instance they asked for a photo of the bottom of the mug for the Model # which I provided and they acknowledged receipt. Still, no one has reached out to tell us how to get it repaired. This type of customer service for a "premium" brand where our daughter paid $235 for their product is unacceptable, in my opinion.

• Review fromErin H

  Date: 10/08/2024

  4 stars
  I received the original Ember mug as a Christmas gift three years ago. My first mug was defective and stopped charging after about eight months. Luckily, it was still under warranty, and I (thankfully) did not have some of the issues with customer service that I have seen from other comments. I was able to get my original mug replaced and have been using that mug without issues for the past two years. I have yet to have issues with the charging coaster and am now looking into buying the Ember Mug 2 to use use at my office.

• Review fromJulie M

  Date: 08/20/2024

  1 star
  I really love my Ember mug I honestly bring it with my everywhere even when i travel but I’m disappointed in their product and service because this is the second time the little pins on the coaster that charges the cup has “broken” it doesn’t stay up therefore won’t charge. Their products are extremely expensive but the coaster obviously has a defect. No one has returned my email yet and it’s been days. I sent in all info they need plus pics. Now I’ve had a mug that won’t charge for over a week. It’s really disappointing because I have gifted these mugs to people and raved about them but this is a major flaw and the service should be top notch considering how much we pay for their product.

• Review fromAnon L

  Date: 05/28/2024

  1 star
  They only shipped me 1/3 of my order and they don't respond to customer service on any of their communication channels (website, email, social media).

• Review fromDanielle P

  Date: 04/19/2024

  1 star
  I want to continue to be a fan of this company but I have been trying to contact Ember for 1-1/2 months with no response! I reached out initially on the website through the support channel and got an automated response. I responded back with my product and contact information and never heard back. I followed up another 4 or more times via email. I sent a message over Instagram and tried calling and left a message on the accessibility line. No responses!!!! I purchased the Ember approximately 6 months ago. It is still under warranty and I purchased the extended warranty. This is unacceptable to not respond to customers.