Ember Technologies Omdömen 147

Issue with probes on gold charger and a commitment by Ember to replace . Two months later and no replacement charger , just endless fabricated excuses for the delay in shipment . Don’t waste your time or money , rubbish service levels and fault with probes on charger. Zero stars

Horrible, horrible, HORRIBLE customer support. Their coaster break constantly and they make it super hard to get a new one. Then when you get the approval, they send it to whatever address they want and don’t ask.

When it works, the product is great. However, their after-sales service is atrocious. The product comes with a 12-month warranty, but it's proven to be absolutely useless.

Product worked for about 2–3 months before it stopped charging. Since then, I’ve been stuck battling AI-generated emails while trying to get a promised replacement. The process has become a frustrating cycle: the replacement is ordered, then there's no further communication. I have to chase for updates, only to receive excuses about stock shortage and then be asked to choose another colour— then the whole cycle repeats.

After two weeks still not delivered. Couldn’t contact the company as the contact forms and emails were showing constantly errors on the website. Finally I found a group on Facebook where people face the same issue and get new contact email address. The replies are coming from AI, so it looks I lost £130, thinking it’s a good brand I let myself get scammed.

My Ember mug, purchased in January, stopped working in August. I've been emailing them and they simply...ignore emails. My mug is still covered under warranty, but that's useless if Ember does not respond to messages.

The mug was defective from beginning. the discussion with customer support was extremely slow it took about 4-5 month to really have an action on my complain. I was sending reminders every week. I got one or 2 emails to send some details and silence after that.
I assume it took time for my ticket to reach the corect person. I was very pleasantly surprised, after a bit more than 4 moths I was getting immediately reposes to my emails. And I got a replacement in 2 days.

I bought an Ember mug 2 in the middle of July this year and the charging pad has failed, one of the two pins have receded and isn't springing back up which stops the charging of the mug. Not even two months of use and it's broken (Not corrosion or water damage as I clean the contact pads of both mug and charging pad). Emailing got me an AI agent, I got put through to a person and they confirmed that they could send me out a replacement charging pad no extra charge.

Purchased an ember mug everything was wonderful for a while. Then the Bluetooth stopped working. It started telling me battery was dead. This that’s telling me all kinds of stuff I contacted ember they said send them pictures. I did. I have done so more than once they continue to tell me they’re closing my problem because it seems to be solved and I’m not getting back to them. This company needs to be banned from selling. They are bad bad bad. Do not buy an ember mug. You will be sorry.
This is what they say
Hi Cec,

We haven’t heard back so that we will be closing this ticket for now. If you still need assistance, reply to this email. We will reopen your ticket and be happy to continue supporting you.

Thank you again for reaching out to Ember!

On Tue, Aug 12 2025, at 09:44 PM,wrote:
and as I have said several times I replied back to you guys. I sent you the information more than once pictures everything what’s wrong

This company is beyond help, after sending them over 150 emails regarding the delivery of my mug. I have decided to give up wasting any more of my time conversing with Bots. I will spend my time now where possible steering potential customers away from this product and in turn wasting thier money.

TERRIBLE, TERRIBLE, TERRIBLE CUSTOMER SERVICE!!! Google search revealed 2 possible C.S. numbers - both bogus (both "out-of-service")! So, went to their website and "reached out" for a charging-coaster warranty replacement on 7/5/25. Literally, 8 e-mails later, I have not received the replacement that was promised on 7/13/25. AND, ALL OF THEIR RESPONSES HAVE HAD "This response was powered by AI."!!! And their tracking URL sent me to a netherworld of some sort that had no connection whatsoever to the replacement coaster that was or wasn't sent! My final inquiry to their AI C.S. promised me on 8/5/25: "Thank your for your patience. I understand your concern regarding the status of your replacement charger coaster. This ticket will be transferred to a human agent for further review and assistance regarding your shipment. Ellie @ Ember This response was powered by AI." Replied on 8/10 that NO HUMAN HAS RESPONDED YET!!! And guess what ... to this very moment, ABSOLUTELY NO RESPONSE FROM THIS "TAKE-THEIR-BIG-MONEY-AND-RUN, CUSTOMER-NEGLIGENT COMPANY!!!" They charge a huge premium for their products and then, via their uber-shitty C.S., give you the middle finger when you ask for your deserved after-the-sale help!!! Decent product (mug does seem to be well built; blue-tooth connection to phone app often sucks; charging coaster's connectors seriously under-engineered [the $30 after-market replacement I was forced to buy from the on-line vendor that is named after a South-American river is vastly superior to Ember's crappy OEM one]) but, trust me, keep your C.S. expectations of Ember rock-bottom and you won't be disappointed!!!!!

Avoid this company and their products at all costs. Choose OHOM, Nextmug or any other competitor.

My £150 mug lasted roughly 6 months before the ceramic coating inside began disintegrating. When contacting support, at first they seemed helpful and promised to honour their warranty with a replacement mug.

Months have passed since then, I've sent their customer support many follow up emails and they simply do not respond.

Furthermore, the charging bases have a long standing recurring issue where the pins can become recessed and thus the base no longer functional. This also happened to me...

Look at discourse online, these two issues happen very frequently and have been present for years, they have no interest in fixing them.

It's ironic that they sell mugs because that's what they think their customers are.

Despicable company.

Gave this one star as I wasn’t able to give none. A disgraceful company. I received a black mug2 for Christmas. In April it suddenly stopped working. I reached out to the customer service who initially responded asking for some extra details and photos (which I provided). They then requested the same information twice, which I supplied. I have not heard from them since. I've emailed repeatedly, no response other than an automated 'we're experiencing hight volumes of messages'. It's now August and the mug is unusable there seems to be no help from Ember in sight. Avoid at all cost, not worth the money. The customer service is non existent and the product is not fit for purpose. DO NOT PURCHASE!

Battery completely dead after 1,5 years of use. The mug only works if plugged in now, which makes it impossible to do anything with the mug, because it requires you to access the button on the bottom of the mug to be able to interact with it on the app.
The problem is that it runs out of power within 2-3 seconds of being removed from the charger

Bummer. Great product by these reviews confirmed my theory that they don’t care about customer satisfaction. Had several issues with my travel mug ($180). What could have been an easy fix became a hassle. No response from customer care. Had to message an AI bot that didn’t result in anything. No human phone number to call. This is everything wrong with what should be a great company but no customer care.

I have been patient and painfully endured their products for over three years. When the first set failed, I bought another set. (shame on me) The charging bases have an inherent design fault with their contact system. They use a poorly designed spring loaded contact that typically fails after a few months of use.

The cups, when new, work well and keep your beverage warm for an adequate period of time. What I have experienced with six of their cups is the enamel lining deteriorated , making a cup unusable. With the most recently purchased cups, we purposefully only ever used plastic spoons to stir, and yet we had the same result. The enamel coating on the bottom inside of the cup deteriorates and is faulty.

When Contacting customer service, their bot response was to send pictures, serial numbers, date purchased, and a phone number to be contacted. Abiding to their requirements, led to another email from them basically dismissing my complaint.

I’m done with this company. Their customer service is horrible. The design of their cup is quite questionable. Avoid this product.

There are several other products on the market that are highly rated that are actually less expensive. I highly suggest for you to Do your research before purchasing.

While it worked it was a fantastic product, but soon the enamel started to flake off and despite promising to replace my cup I waited for 3 months for nothing. Just got AI written responses and false information about my cup being on "back order". The cup was freely available to purchase from both the UK and US stores the entire time.

What makes it worse is that I never expected to get a replacement, but they offered it to me, got my hopes up and then never delivered.

TL;DR - great product, awful customer service.

A comple scam of a company. I received a black mug2 for Christmas. Really enjoyed using it until it suddenly stopped turning on in April. I reached out to the customer service who initially responded asking for some extra details and photos (which I provided). Radio silance since. I've emailed repeatedly, tried messaging on Facebook, no response other that automated 'we're experiencing hight volumes of messages'. It's not August and I have to been able to use my mug in 4 months with no help from Ember in sight. Avoid at all cost, not worth the money.

After 1.5 years of using the mug a few times per week, the coating chipped in multiple spots. Additionally, the mug cracked causing it to leak. This is after less than daily use, careful handling, and washing gently with soap and gentle sponge after every use. The quality is poor for the price. Contacted customer service and was offered $20 off on a new mug. I will not be repurchasing.

I was given my copper coloured ember mugs as a gift. I've loved it. But in February the handle started to come away from the mug. It hasn't come off completely but is unstable and unsafe to use with hot liquid inside. I have tried contacting Ember via Facebook messenger support from February until 1st April. Since then by email. I have 3 times had a 'we are currently experiencing high call volumes' message but no more. Today i had another one. i have never known anything so appalling, especially considering how expensive the mugs are. Over 6 months and I am no nearer to getting any sort of resolution.
I loved my mug, but have no faith in purchasing a replacement due entirely to their non existent customer support.

After about a month, the mug started delaminating. Customer service got back to me immediately and then told me they would replace the faulty product and to send my address. I responded and they then never reached back out. I have followed up 4 additional times including putting in a new inquiry but nobody will respond to me.