Ember Technologies Omdömen 147

Love the mug, disappointed by the experience.

I purchased a Navy Blue Ember Mug 2 in July 2025. Within 6 months, the gold charging contacts on the coaster broke off completely — the mug became a very expensive coffee cup. The mug itself is great, but a $150 product shouldn't have a charging coaster fail in under a year of normal use.

Ember did honor the warranty and sent a replacement coaster at no charge, which I appreciate. However, the replacement is not the same coaster that came with the mug. They offered only a "compact version" — smaller than the original — and explicitly stated it is not the standard coaster. So the warranty replacement is a downgrade from what I originally purchased. On top of that, Navy Blue wasn't available in the compact version anyway, so I'm also left with a mismatched coaster on a premium mug.

The support process added to the frustration — multiple follow-ups over several weeks, including an AI-generated non-answer, before a real person resolved it.

Bottom line: great product concept, but the coaster durability is a real weakness and the warranty replacement process leaves a lot to be desired. If your original coaster fails, don't expect a like-for-like replacement.

Overall the product IDEA is great, but this product falls flat. The charging coasters go faulty after about a year. Poorly designed. The pins to charge the mug get stuck & won't charge the mug anymore. The mugs themselves also stop working after a year or two & no longer charge. I'd stay away from this company & go find a similar product elsewhere.

The complaints on here are ridiculous. This product is amazing. I use my mug every day and have no issues. It keeps my coffee at the perfect temperature and makes my mornings so much better. The one time I contacted support with a question about the app they were quick to respond and resolved my issue immediately. I love this product and I have bought 2 others as gifts.

Purchased a mug for my husband. He charged it and connected it to the App. He didn’t like the idea of having to use an App for the temp control and we immediately decided to return it. They charged a $10 return fee and a few weeks later I received an email saying that because we turned it on (never actually used it though) we were not eligible for a return/refund. No word about if they are sending the mug back to us or what the plan is. Their return policy is ridiculous. Don’t buy one.

I had an issue with the battery on my mug which, after a year and a half of use, would max out at 80% capacity. I contacted customer support who replied promptly and offered helpful suggestions. When the fixes didn't work, they shipped me a new mug right away even though I was out of warranty. Very pleased with the service and a great product overall.

Had an issue with my Ember coffee mug not fully charging. Contacted Ember support and determined one of the charging pins wasn’t making contact. Ember provided a replacement charging coaster. Very pleased with the service. Highly recommended.
CM

I've had the mug for four years and replace the charging coaster over 8 times. Done with it, what a waste of money

I ordered this mug. Hated it. Bluetooth lost connection repeatedly. Please don’t disregard these reviews. I returned with THEIR shipping label, per their policyNever got my money back. Now I’m out the mug AND money.

SCAM on return. I purchased 4 mugs on Black Friday 2025 as gifts I I returned 3 of them. The company received them on 12/16/2025. Today is 1/31/2026 and I have not received my refund. I have been in contact with them several times. I am told to be patient. ARE YOU KIDDING! I was told that returns would take 7-10 days. It has been over 6 weeks. AVOID this place. It is a SCAM.

Shocked to see all the negative reviews. In the past I had issue with my charger and they replaced it for me.. I’ve just had an issue with my mug and, despite it being out of warranty, they’re sending me a new one. Customer service was unbelievably fast to response - thanks Sweety!! Fan for life!!

Absolutely appalling customer service. As a Product Design engineer there is a major design flaw with the charging pins. They are very poorly designed and are bound to fail after only short use. I have pointed this out and any reputable manufacturer would have redesigned this flaw immediately. Trading Standards need to get involved as this product is not fit for purpose. There is no acknowledgment of this issue and simply offer to sell new charging bases!

Do not order items from ember.com. They ship products with significant delays. My order was placed seven days in advance. After receiving a delay notification from Ember, I contacted them before the items left the original warehouse. I informed them that I no longer wanted the products because I was only staying in the USA from December 27 to December 30. After that date, I returned to Switzerland. The response I received was an automatic AI-generated message that did not address the content of my message. The full amount was charged to my credit card, and I have lost the entire payment.

This company should not be allowed sell in UK. I bought a mug directly from them and it broke within weeks. Have now spent several weeks emailing them and still no refund or replacement. They ignore your statutory rights.

After around 1 year the battery is completely dead and cannot be charged. After the 2nd year the cup wont even work when in the charging station. I had to buy a 3rd party app to get the bluetooth connection to work

This is a pretty cool product and works great when it works.

PROBLEM: My mug has a defective base. The pins in the base won't rise up to make contact with the mug.
For $100 I certainly expect more!

I spent literally months trying to get Ember to send me a new base. Sent photos as requested, etc.

Totally unresponsive to my basic need. I have talked to others who own this mug and they have had the same problem and if they got customer support it took a YEAR to get satisfaction. At least they eventually got satisfaction.

My only satisfaction is in writing this review.

Any class action lawyers out there, I think there is a case here. Nothing would make me happier at this point.

Can't get anyone to help. I got my ember mug/cup last xmas, the last few months it hasn't been doing well keeping my drink hot, then I noticed its not charging. The prongs are pushed in. No support for this. These mugs are too expensive for this to be happening and not being able to get help. Will NEVER recommend this product. $100 down the drain. so disappointed. :(

Didn’t work. Terrible customer service. Offered me a new mug for another $80!!

Customer service is non existent !!!
Had an issue with my travel mug 2
Initially got a response from their Ai bot saying my issue would be upgraded to their technical team…… Nothing since even after sending two more emails…It’s been 10 days…
Shocking customer service,truly shocking.
Waste of time…

I received a Ember mug for Christmas of 2024, Loved it!! Bought two additional charging coasters and now I am having the problem it seems everyone is having! The charging pins drop down, and charger won't work. I should have read the the reviews on their web site as it is a VERY common problem. Some guy said put a drop on vinegar on it. Well, it did help to get the pin pulled up enough so it started working again, but then I noticed the coaster was getting hot, so I stopped using it.
So no STEVE, it didn't help.
I think the company has known for a long time the problem, but they don't seem to care. In fact it may be by design, because some people will still buy a replacement, even after they fail!

Well, reading most of these reviews, I can now see I’m not alone! I’ve actually been an advocate for Ember products, recommending to several friends. However I recently had a problem with a Travel Mug, and emailed Ember for advice.
They did reply, initially, and were very apologetic and suggested as the mug was out of warranty they would provide a replacement at a discounted price. This was fair and I accepted and paid the invoice.
Despite an update stating low stock, but not to worry it will be on the way soon, after weeks of prompting I eventually received a flat response stating the order had been cancelled as they could not supply!
It left me feeling that if I were paying full price I would have received a replacement by now!
Clearly the item is still ‘available’ on line…. And although I pointed this out, I have never had a reply.
Just sadly disappointing.