Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a BruTank cooler from BruMate online on December 7th, 2023 for a Christmas gift. Upon gifting the item on December 25th, 2023 we realized that the cooler sent to us arrived damaged and defective- we are completely unable to utilize this item due to a broken handle. I reached out to BruMate customer service via email to request a replacement cooler on January 6th, 2024 as there's no phone number to contact them. BruMate refused to refund the item or allow me to send it back, but offered to send a replacement handle with instillation instructions for me to fix at home. They asked for my shipping address and on Feb 7th, 2024 I was informed that they shipped it to the wrong address. I asked for them to ship it to the correct address and as of Feb 26th, *********************************************** I received a tracking number however *** has not received the item to ship, so it never left BruMates store. We haven't been able to utilize the cooler due to the defects since purchasing in December. I have requested a refund and a return label multiple times to send the broken cooler back and I have not received any customer service response other than continuing to promise to send a new handle that seems to never actually arrive. I'd prefer to not have to dispute this charge with my bank and just have the refund processed as requested by the seller.

  Business Response

  Date: 02/29/2024

  Hi *****, I'm very sorry to learn that your BrTank handle arrived damaged, and that you have had a less than satisfactory experience with getting this resolved. I was able to review your email conversation, and it looks like this has been escalated at this time. One of our senior agents is getting you taken care of. Please give your inbox a check at your earliest convenience, and we'd be happy to get this resolved for you ASAP. Thank you kindly! 

  Customer Answer

  Date: 03/05/2024

   
  Complaint: 21347514
  
  I am rejecting this response because: I received an email on Feb 27th, 2024 from a manager offering to replace the cooler and send me a shipping label to return the broken one. Upon my response agreeing to this resolution, they changed their mind via email on March 5th, ************************************************************* reinstall it rather than replacing the broken product. Again- this is the SAME thing that they have offered since January without any actual successful resolution. This is unacceptable. All email correspondence updates have been attached.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/12/2024

  Hi *****, I've very sorry for the confusion with your replacement order. It looks like this has been corrected for you, and a complete replacement Denim BrTank has been issued for you. If you have any additional questions or concerns, please follow up with the agent you have been working with via email. Thank you kindly! 

  Customer Answer

  Date: 03/15/2024

   
  Complaint: 21347514
  
  I am rejecting this response because:
  This still has not been shipped to my correct address. We have been going back and forth on this for over three months and yet they still havent issued a replacement correctly or a refund. Unacceptable. Now they are asking me to return the broken item before shipping me a new one- I am not going to do that considering they clearly are unable to correctly send a replacement and at that point I will be out of luck in terms of ever receiving a refund or replacement. This needs to be handled by a senior leadership team member IMMEDIATELY. This is truly unacceptable customer service. 
  

  See attached email correspondences for proof. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/22/2024

  Hi *****,
  
  At this time, I can confirm your refund for the damaged BrTank on order BM4536285 has been processed, and you are welcome to keep the damaged BrTank as well for the troubles. If you have any additional questions or concerns, please reach out to us via email and we would be more than happy to get you taken care of. Thank you kindly, and have a great rest of your day.  

• Initial Complaint

  Date:02/25/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased cups on 01/17 as a preorder that was supposed to ship on 2/14/24. I have contacted support several times and got only generic responses. We paid $100 + for 3 cups. I want to know what the status is. Theyre now posting that theyre on to new and better things with new cups and have yet to deliver the cups the promised before. Our order number is *******. I want to know where my cups are, when they will be here, and what the issue is or I will be filing a complaint with my bank to have the charges reversed. This is ridiculous. The customer service seems to be non existent. Clearly we are not the only ones with this issue!!!

  Business Response

  Date: 02/27/2024

  Hi ****, I sincerely apologize for the delay with your pre-order shipping, but I do see that your order has been shipped at this time and is currently in transit to you. You can track this package here: ************************************************************************************************************************
  
  
  If you have any additional questions or concerns, please feel free to follow up with the agent you were working with via email. Cheers! 

  Customer Answer

  Date: 03/07/2024

  This has been resolved

• Initial Complaint

  Date:02/24/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for a pre-order of a brumate era on 01/12/24. The shipping date was 02/14/24 (plus or minus 7 days). I filed a customer service request on 02/21/24 (7 days after shipping date) to get an update on when my item will ship. The website says order placed when I check the status. I received a generic automated response with no information regarding my order. The order still has not shipped nor have I received any updates.

  Business Response

  Date: 02/27/2024

  Hi *******, I sincerely apologize for the delay with your pre-order shipping, but the good news is that I do see that your order has been submitted for fulfillment as of 2/26. You should receive shipping info for this within the next few days! 

  
  If you have any additional questions or concerns, please feel free to follow up with the agent you were working with via email. Cheers!  

• Initial Complaint

  Date:02/23/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered a couple cups that was advertised on ******** and tictoc with ship date of 2/15/24. No shipment and no response when trying to contact Brumate to find status of order for over a week. Finally they contacted me and I requested refund. They stated in ******** message and through email they would refund money. Upon checking back account for refund. I discovered they in fact did not refund my money but charged me a second time.So instead of refund of ****** they have now taken a total of ****** Order number BM4607169 Order placed 1/5/24 charged ****** Again charged today ******

  Customer Answer

  Date: 02/23/2024

  Please cancel complaint.  It has been resolved 

  Business Response

  Date: 02/27/2024

  Hi ********, I'm sorry to learn of the trouble with your recent order. Please note that for security reasons, we are actually not able charge a customer's payment method beyond the initial payment for a purchase, even with the customer's authorization. This is actually one of the reasons that we are not able to add items onto existing orders. 

  
  I can confirm that a refund in the amount of $103.92 has been processed as of 2/23, as a result of the cancellation of your order BM4607169. Refunds typically take 3-5 business days for banks to process once we issue the refund. If you don't see your funds back on the original form of payment after 5 business days please feel free to contact your bank/credit institution for an update. Please note that if the charged amount is showing as pending, it will drop off within a few business days.

  
  If you have any additional questions or concerns, please feel free to follow up with the agent you have been working with via email. Cheers!

• Initial Complaint

  Date:02/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on December 14th i purchased a product with a ship date of 01/31/2024 Order #BM4561265 i have messaged their customer service but continue to receive a 2 week ship date that changes after the 2 weeks they continue to say the item is not in stock but yet i received Ad text stating the item is now back in stock and has a ship date of 2 weeks but yet i ordered 3 months ago and still have not received my order, the replies from them seem to be AI Bots replying not sure how this is in anyway shape or form legal after taking peoples money for preorders with a ship date promise yet the date changes every 2 weeks and they continue to put the items back in stock .

  Business Response

  Date: 02/22/2024

  Hi ******, 

  I sincerely apologize for the delay in your pre-order shipping, but the good news it that I do see that your order has been shipped at this time. You can track the package here: ***********************************************************************************************;
  

  If you have any additional questions or concerns, please feel free to follow up with the agent you have been working with via email. Thank you kindly for your patience, and have a great rest of your day. 

  Customer Answer

  Date: 02/22/2024

   
  Complaint: 21324386
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

  This Is unacceptable because it took me to complain about this situation for them to respond with feedback about my order and with Out any type of compensation I will Never do business with this place again, If I would have never complained I will be waiting another 3 months for my order totally unacceptable .

• Initial Complaint

  Date:02/19/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Brumate,I purchased a Pre-Order back on January 7, ****. Order # ******* it says it would ship around 2/14/**** and it still says my order is unfulfilled. I have sent an email but no answer.

  Business Response

  Date: 02/20/2024

  Hi ******, I apologize for the delay in your pre-order shipping, but I do see that your order has been submitted for fulfillment at this time. You should receive shipping for this within the next few days. 

  
  Additionally, I was able to locate your email request on 2/15, and can see that an agent from our CX team has got back to you at this time. Please be sure to check your junk/spam box as well as sometimes our messages slip through! Thank you kindly for your patience, and please let us know if you have any additional questions or concerns. 

  Customer Answer

  Date: 02/20/2024

  Brumate has contacted me about the issue. Please close this case. 
  

  Thanks

  ****************************;

• Initial Complaint

  Date:02/14/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I pre-ordered 2 tumblers on 12/23/2023, Order number is *******. one was a Era 40 oz nightfall blue with a ship date of 2/5/24, the other is a Era n40 oz Mocha with a ship date of 1/31/24. I have not received any kind of shipping information. I emailed the company on 2/5/24 and they said they would respond within ***** hours and today is 12/14/24 and I have not heard anything from this company. These tumblers are expensive. Any help with either getting these tumblers or my money back would be greatly appreciated.

  Business Response

  Date: 02/20/2024

  Hi *******, I apologize for the delay in your pre-order shipping, but I do see that your order has been shipped at this time. You can track the package here: ************************************************************************************************************************
  
  Additionally, I was able to locate your email request on 2/5, and can see that an agent from our CX team got back to you on the same day. Please be sure to check your junk/spam box as well as sometimes our messages slip through! Thank you kindly for your patience, and please let us know if you have any additional questions or concerns.

• Initial Complaint

  Date:02/14/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on 12/8/23 for two pre-ordered Era's cups. They were listed to ship within (+7/-7) days from 1/31/24. I have been reaching out over their help email line and chat, with no response on an update on my order. When I track it online, it only says "order placed" with absolutely no other information.

  Business Response

  Date: 02/20/2024

  Hi ******, I apologize for the delay in your pre-order shipping, but I do see that your order has been shipped at this time. You can track the package here: *********************************************
  
  Additionally, I was able to locate your email requests on 2/6 and 2/14 and can see that agents from our CX team got back to you on both requests. Please be sure to check your junk/spam box as well as sometimes our messages slip through. Thank you kindly for your patience, and please let us know if you have any additional questions or concerns.

  Customer Answer

  Date: 02/21/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/08/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a backtap rainbow swirl cooler back in February 23, 2022. The cooler has a 5 year warranty. Brumate clarifies their warranty policy on their website. In October 2023 I put in warranty claim for the latch on the back tap. The latch has broken off due to manufacturing defects. I sent all the information and pictures to Brumate for a claim. I reached out to the company for the claim and was supposed to send out replacement part. Since October 2023 and up till now I have lots of emails back and forwards claiming I will receive my replacement part on different dates. I still havent been received my warranty part. The company keeps telling me when they will get the part but when I reach out the change the date. I finally reached out for a new cooler and or a refund since and I havent heard back. Iv spend a lot of money on a cooler for work that I am not able to use. Yet the company still makes the backtap cooler and sells them but I cant get a simple latch to lock down my cooler. The cooler is unusable without the latch. Iv been lied to and ignored. The company doesnt have a phone number to actually talk to customer support. Im very disappointed in the company and how they have been handling a simple fix.

  Business Response

  Date: 02/13/2024

  Hi ******, I'm very sorry to learn of the trouble with your BackTap latch. We have run into some delays recently with getting in replacement parts from our manufacturer, but the good news is that this particular replacement part is currently in route, and expected by the end of this week or early next week. This means that once we receive these parts in, we will have your replacement order out the door ASAP. I have also gone ahead and amended the replacement order to be shipped via an expedited shipping method, to ensure it gets to you as quickly as possible.
  
  I sincerely apologize for the delay in getting this issue resolved for you, but I look forward to getting this taken care of very soon. You have also been provided with a $25 gift card for the extended wait time.
  
  If you have any additional questions or concerns, please feel free to follow up with the agent you have been working with via email. Cheers!

  Customer Answer

  Date: 02/19/2024

   
  Complaint: 21268162
  
  I am rejecting this response because: *********** has said that I would receive the latch February 5th 2024. Once again the company keeps telling me they are going to send the latch and they never proceed to do so. I always have to reach out and the company still hasnt gave me a date yet again on when the latch will be sent. *********** is not upfront and I am always being lied to about when and why I am not getting my latch. I have been very patient with Brumate since October 2023. I havent got to use my product that I paid a lot of money for over a simple fix. I have reached out numerous of times by email, more than a customer should. I have kept all my emails between me and the customer service. *********** has not been honest with me and I want this resolved. *********** should replace my cooler free of charge at this point and I feel that I deserve that. Obviously I would take the latch but I still cant get a true answer and a replacement cooler would be the better route at this point. Iv waited a long time and Brumate has not done right by me and im very disappointed and hurt by the company. At this point please replace my cooler. Please stand by your warranty.

  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/29/2024

  Hi ******, It looks like as of 2/26, your replacement BackTap latch has been delivered to you. I'm very sorry for the extensive delay, but we thank you kindly for your patience with us. Please let us know if you need anything else, as we are always here and happy to help. Cheers! 

  Replacement order tracking: *********************************************************************************************************************;

  Customer Answer

  Date: 03/07/2024

  The business finally addressed the issue. Thank you for your time and efforts. 

• Initial Complaint

  Date:01/30/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order (Order number BM4396330) on October 30, 2023. I received the items on December 15, 2023. 2 of the items came damaged. I immediately emailed Brumate customer service, they do not have a phone number you can call. I sent pictures of the damages. I received an email back 2 days later stating a replacement order had been submitted. After several emails I finally received a tracking number for the replacement order. When you track it, the order has been in *** since December 21st with no movement. I emailed again on January 14th, I received a response on January 15th stating that since it had been over 14 days since the order had shipped, they would submit ANOTHER replacement order. It has been 2 additional weeks and I still have not received a new tracking number for the 2nd replacement order. At this point, I want a full refund for the 2 40oz era cups that I ordered October 30th that came damaged since they will not get the replacement order to me.

  Business Response

  Date: 02/01/2024

  Hi there, I'm very sorry for the issues you experienced with your recent order. I was able to locate your conversation with our customer service team, and at this time you have already been issued a refund for the 2 items that you received damaged from order BM4396330. Please note that you are also welcome to hang onto those items to use even in their damaged state, or recycle as you choose. 

  If you have any additional questions or concerns, please feel free to follow up with the agent you have been working with via email. Cheers!  

  Customer Answer

  Date: 02/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I received my refund AFTER I submitted my complaint, not before.  They did nothing until I submitted my complaint to you.  
  
  Sincerely,
  
  *********************