Reviews

Review Details

• Review fromTim N

  Date: 04/26/2025

  1 star

  Tim N

  Date: 04/26/2025

  At first the BruGuru responses come fast and furious which is good. I never got a spout plug for the removable tank advertised in every 55 quart BrTank 55 qt cooler. I just wanted to on occasion take out the 2.8 gallon drink tank and spout for more room inside the cooler. The ** that runs the BruGuru customer service insists that the part is on limited edition BruTanks and unavailable despite being listed on every 55 quart rolling cooler. There is absolutely no phone number to ensure you are speaking with a human. There are no signatures on any customer service email. There is no way its a limited edition part as it is as common as the drink tank itself, the signature part. I understand the email system allows customer service to be offshored or turned into ** at a cheaper cost. But there should always be a way to escalate it to an actual person for customers

  BruMate, Inc.

  Date: 04/28/2025

  Hi ***, thank you so much for reaching out and for your patience with us.
  First and foremost, I sincerely apologize for the confusion and frustration caused by the previous communications regarding the drain plug for your BrTank. We completely understand how important it is to receive all the parts that are advertised and expected, and I'm sorry we didnt meet that expectation in your experience, and additionally caused further confusion.
  
  
  I have since spoken with our customer service agent to clarify the situation, and I want to personally assure you that the spout plug you referenced is indeed available for the BrTank it is not limited edition. We appreciate you bringing this to our attention and allowing us the opportunity to correct it.
  
  
  Our team would be happy to send the correct spout plug out to you right away, and an agent will be following up with you via email very soon.
  
  
  Thank you again for your valuable feedback. We are continuously working to improve both our products and our service, and we appreciate customers like you.
  
  
  Please don't hesitate to reach back out if you have any further questions or needs were always happy to help!

• Review fromBrian C

  Date: 04/15/2025

  1 star

  Brian C

  Date: 04/15/2025

  I purchased the 55qt ocean swirl rolling cooler along with the cup holders and ice packs. I received everything however the cooler is neon pink. Youd think Id receive a return shipping label to which Id have to pack up the wrong item and go out of my way for a mistake they made. After several emails, Ive yet to receive a shipping label and the responses have been beyond confusing. The last one I received was a 40 dollar refund offer for the wrong cooler I received while still having to pay for the wrong cooler since it seems to take an act of ******** to get a return shipping label. I ordered the cooler to go on vacation for our anniversary which we leave for in a few days. Id try to sell the cooler but not many people are going to spend 500 dollars for a cooler and Im not helping this company out since they could care less about their customers. **************** is nonexistent. I suppose Im stuck paying for a mistake they made and evidently are unwilling to make right. Beyond disappointed.

  BruMate, Inc.

  Date: 04/17/2025

  Hi *****, thank you for reaching out and sharing your concerns. I want to sincerely apologize for the mix-up with your order and the frustration it has caused. We understand how disappointing it is to receive something other than what you expected, and we truly appreciate your patience as our team works to make things right.
  
  
  To clarify, the $40 refund offer was provided as an option if you preferred to keep the incorrect color cooler. However, as mentioned in our previous emails, we are more than happy to assist with a return for the correct color if thats your preferred resolution. You absolutely do not have to keep the item that you did not order.
  
  
  Our team is currently working with you to ensure a smooth return process and will provide the necessary shipping label. Were committed to resolving this swiftly and appreciate your continued communication as we work to correct the mistake.
  
  
  If theres anything further we can do to support you in the meantime, please dont hesitate to let us know. Thank you!

• Review fromOriyomi I

  Date: 04/05/2025

  1 star

  Oriyomi I

  Date: 04/05/2025

  I purchased a Era 40oz | Turmeric color cup and the lid broke I wanted to get a replacement lid but I was told that I will have to mismatch on the lid which I was not happy with and I asked if I can get a new cup since it under warranty. Nobody has gotten back to me and its been a week now. I have a cup which I cant use and BrMate stopped connecting me on this issue. I dont know what to do next

  BruMate, Inc.

  Date: 04/08/2025

  Hi Oriyomi, thank you for reaching out to us, and I want to sincerely apologize for the trouble youve experienced. I'm happy to let you know that our Customer Experience team has gone ahead and set you up with a full unit replacement. You should already have received a confirmation email, and the replacement will be on its way to you as quickly as possible.
  
  
  If theres anything else we can assist you with in the meantime, please dont hesitate to let us knowwere always happy to help!

• Review fromErin V

  Date: 03/17/2025

  1 star

  Erin V

  Date: 03/17/2025

  Placed my order 3 weeks ago. For some reason it is still in the processing phase. I would recommend purchasing through ****** and not Brumate.

  BruMate, Inc.

  Date: 03/20/2025

  Hi there, thank you so much for reaching out, and I sincerely apologize for the delay and any frustration this has caused. I completely understand how disappointing it can be when an order takes longer than expected. 

  
  I wanted to let you know that your original order has now been delivered. Additionally, since we had already processed and shipped a replacement order for you youll actually be receiving two! 

  
  We truly appreciate your patience and understanding, and we hope this helps to make up for the inconvenience. If theres anything else we can do to assist, please dont hesitate to reach out. 

  
  Thank you again for choosing BrMate!  

• Review fromCK T

  Date: 03/13/2025

  1 star

  CK T

  Date: 03/13/2025

  FALSELY ADVERTISES SHIPPING SPEEDS. Will have you pay extra for "expidited shipping" then refuse to tell the customer that even though they paid $20 for 2 day shipping, it still won't ship for 9-12 days.They then will not respond to any emails or calls asking repeatedly for a refund on the product. The order number is not showing any updates on their site and the customer service is AWFUL. There is no excuse for this type of service.

  BruMate, Inc.

  Date: 03/20/2025

  Hi there, thank you for reaching out and sharing your experience. We sincerely apologize for the frustration and inconvenience you've encountered. 

  
  After thoroughly checking both our records and Customer Experience inbox, we are unable to locate any orders or emails associated with the name or email address you provided. However, we definitely want to help resolve this issue for you as quickly as possible. 

  
  Please reach out directly to our Customer Experience team at ********************************* If you can provide your order number and any additional details, our team will be more than happy to assist you with your order status, shipping concerns, or refund request. 

  
  We truly value your feedback and appreciate the opportunity to make things right! 

• Review fromStephanie H

  Date: 03/05/2025

  1 star

  Stephanie H

  Date: 03/05/2025

  **************** is horrible bought a cup and it mildew and they want to send me a lid thats not even the color of my cup these cups are ***** I will go back to my yeti

  BruMate, Inc.

  Date: 03/06/2025

  Hi *********, were so sorry to hear about your experience. Thats certainly not the level of service we strive for, and we want to make things right. Our Customer Experience team would be happy to take care of this for you and will be following up via email to assist further. We appreciate your feedback and the opportunity to make this right! 

• Review fromMaribel

  Date: 02/10/2025

  1 star

  Maribel

  Date: 02/10/2025

  ****** is a worst customer service company. Very difficult to contact them

  BruMate, Inc.

  Date: 02/21/2025

  Hi *******, Were sorry to hear about your experience and appreciate your feedback. Our Customer Experience (CX) team is always happy to help and available via email at ********************************* Please feel free to reach out, and wed love the opportunity to assist you! 

• Review fromK. P.

  Date: 01/17/2025

  1 star

  K. P.

  Date: 01/17/2025

  Zero stars isn't an option so I went with one. I ordered a personalized item and much like the other reviews, it was not personalized. Additionally, they had an option to get "expedited shipping" for an additional cost, which I paid, and it took 3 weeks to get here. When I contacted them they said it's expedited "From the time it ships", which is 100% misleading and deceitful business practices. They did not refund my shipping fee and simply sent a condescending email saying I was confused about the shipping times. Horrible, horrible customer service and product. No wonder they're not on BBB, they'd be put out of business. Do not buy from this company.

  BruMate, Inc.

  Date: 01/20/2025

  Hi ******, thank you for sharing your feedback. We sincerely apologize for any frustration youve experienced with your order and our service. 

  We want to clarify that our processing and shipping timelines are outlined at checkout as well as in your order confirmation email. For personalized items, the production process may take additional time, as noted during the order process. Expedited shipping applies from the time the item is shipped, and we apologize if this was not clear in our communication. 

  Regarding your concern about the shipping fee, we want to confirm that your shipping cost has been refunded. We understand how important clear communication and prompt resolution are, and we deeply regret if our initial response left you feeling dissatisfied.  

  At this time it looks like this has been taken care of for you and your replacement has been issued. Thank you for giving us the opportunity to make this right for you. We're committed to providing you with the exceptional craftsmanship and seamless ordering process you deserve every time you shop BrMate. 

  K. P.

  Date: 01/21/2025

  You need to clarify your shipping policies as they are not clear at all. And you did NOT refund my shipping cost. That is yet another lie. Are y'all reading all this feedback? Because you're not changing your practices. I've told everyone I know not to buy from Brumate and I'm sure everyone else commenting has done the same. Y'all are not customer friendly, you have deceptive practices, and in no way are you "committed to providing you with exceptional" anything other than excuses and shifting blame. Again, horrible experience, do not buy from this company unless you want to be told it's your fault they tricked you.

  BruMate, Inc.

  Date: 01/27/2025

  Hi ******, I would like confirm that your shipping refund of $7.99 was processed on 1/16/25. We apologize again for any inconvenience with this.  

  K. P.

  Date: 01/28/2025

  lol we just got the replacement that is supposed to have the personalization you failed to put on the first one. Its not personalized either. This company is a joke ****.

  K. P.

  Date: 01/31/2025

  I cant add screen shots here but shipping was $14.99 and it explicitly stated on the receipt 3-5 days.

  BruMate, Inc.

  Date: 02/07/2025

  Hi ******, as promised - you were refunded the difference in your express shipping cost. If your replacement order also has this issue, please just follow up with our CX team who would be more than happy to assist your further. 

• Review fromElle G

  Date: 01/10/2025

  1 star

  Elle G

  Date: 01/10/2025

  I ordered a personalized cup and received a plain cup that I couldve bought at a local store. Ive reached out to them many times only to receive AI generated emails with no human getting back to me and no customer service phone number. to call. Terrible service. This personalized cup I paid for was supposed to be a gift. Would not recommend them.

  BruMate, Inc.

  Date: 01/14/2025

  Hi Elle, thank you for sharing your experience with us. I sincerely apologize for the inconvenience youve faced and the frustration caused by receiving a plain cup instead of the personalized one you ordered. 

  
  Please rest assured that we are currently reviewing your order and working to resolve this matter as quickly as possible. Our goal is to ensure you receive the personalized item you initially requested and deserved.
  While I understand your concerns about our communication, I want to assure you that your feedback is taken seriously. We are committed to making this right for you.

  Thank you kindly for your patience and understanding while we address this issue! 

• Review fromLinds Y

  Date: 01/09/2025

  1 star

  Linds Y

  Date: 01/09/2025

  Order placed December 26, 2024 Emailed them asking where my tracking is and then turns out they only just shipped it out January 6, 2024 They havent responded and I paid for shipping.

  BruMate, Inc.

  Date: 01/10/2025

  Hi Linds, Thank you for taking the time to share your experience with us. We sincerely apologize for the delay in shipping your order and for not responding to your email in a timely manner. 

  
  The holiday season can sometimes cause unexpected delays in processing and shipping orders, but we understand that this does not excuse the inconvenience youve experienced. Additionally, we regret that our communication did not meet your expectations, and we are actively working to improve our response times to better serve our customers.

  
  Your feedback is invaluable in helping us improve, and we truly appreciate your understanding. Thank you for bringing this to our attention, and we hope to restore your confidence in us with a better experience moving forward.