Anonymous
map-marker Columbus, Ohio

Their customer service dept was difficult to reach.and never answered my question. I was shuffled from site to site and never got an answer to anything.

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The first time I contacted their customer service line I asked to talk to a service rep.and was sent to a site that was. Going to charge me a 1.00 fee plus a 45.00 membership fee. I hung up. The second time I contacted customer service told the rep I wasn't going to pay anything to get an answer to my question,I was referred to another site which was still going to charge me a fee. I tried online via email. Si.ilar response. It's the worse customer service I've ever dealt with.
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User's recommendation: Don't buy Ember unless you just want to throw your product away when it stops working.

Ashleigh Jvb

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Verified Reviewer
| map-marker Reseda, California

Pins are stuck

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Ember - Pins are stuck
Ember - Pins are stuck - Image 2
I have yet to hear from the company! I have left messages, emails with pictures! Would just like them to send me a new charging plate! The pins first started to stick about one month after getting the Ember as a Christmas gift! Very disappointed in the company!
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2 comments
Guest

Exact same thing is happening to me! Absolutely no one is home in customer service. Worst I have ever seen.

Delaila Opk
reply icon Replying to comment of Guest-2541005

Same thing happening to me. I’ve sent them all the information they have requested and still no response. Just want to know if it’s possible to fix the pin that’s stuck down on my charging plate!

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Donna S Grr

Ember mug charger not working

Ember mug charger not working
Ember mug charger not working - Image 2
Ember mug charger not working - Image 3
Missing prong on my copper mug. I've emailed you twice and gotten nowhere. I am totally disgusted.
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Preferred solution: A new charger

Anonymous
map-marker Wayne, Pennsylvania

Still no word from ember !

Still no word from ember !
Still no word from ember ! - Image 2
Missing prong on my copper two mug. I've emailed you twice and gotten nowhere. I am totally disgusted.
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Patrice M Hro

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Verified Reviewer
| map-marker Farmingdale, New York

After asking to speak to a service representative. I was sent to a site to pay 1.00 which was refundable and a 45.00 membership. What kind of rip off is that?

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I'm not paying $45.00 to get an answer to a question! All I wanted to know was if my non-functioning cup was replaceable.
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Pros:
  • Loved the cup till it stopped working
Cons:
  • Lousy customer service

Preferred solution: Find out if my non-functioning cup is replaceable.

William M Zgo

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Verified Reviewer

Charging Base

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Original review Jun 01, 2024
Pin will not pop up. Cannot charge mug. Customer service does not respond. No phone contact. Email or text only.
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Loss:
$149
Cons:
  • Customer service is unresponsive and impossible to connect with

Preferred solution: Full refund

User's recommendation: Don’t buy anything from this company. Mu mug failed less than six months from purchase.

John C Wrp

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Verified Reviewer
| map-marker Brooklyn, New York

I lost the top of my ember travel mug 2+

I lost the top of my ember travel mug 2+
I lost the top of my ember travel mug 2+ can I get a replacement its a year when I bought it tho I dont have the receipt even tho I called Apple Store they dont have either then now I miss my coffee now
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Robbin Hjz
map-marker Topeka, Kansas

No response from customer service on defective mug.

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Ember - No response from customer service on defective mug.

My Ember mug has leaked glue/adhesive/plastic resin around the charging rings on the base. The rings are no longer level but tilt to

one side.

This mug has been used only a few times and is a replacement for a Mother's Day gift.

The gifted mug had defective charging pins on the charger. (One of the two pins was permanently depressed and therefore the "charger" would not charge.) A replacement was sent and now it is also defective as shown in the photo.

Therefore, two Ember mugs have been defective!!

I sent an email weeks ago and have not received any response.

As the mug was a gift, I do not have the receipt. The mug was purchased in California and mailed to me.

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User's recommendation: Do not purchase.

Donna G Ocx

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Verified Reviewer

My mug will not charge

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I have read every art article I can find to help reset my mug. Then I tried to call Ember and it will dial the number and then hangs up on me. EXTREMELY HORRIBLE EXPERIENCE FOR CUSTOMER SERVICE WHEN THE NUMBER WILL NOT EVEN CONNECT. I LOVED MY MUG WHEN IT WORKED BUT NOW I CANT GET IT TO WORK.
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Preferred solution: I would like help getting my mug to charge. And it’d be nice if someone would answer the phone instead of disconnecting me every time I dial.

User's recommendation: Don’t try to call them. They hang up on you.

Anonymous
map-marker South Portland, Maine

Broke in 3 weeks

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Our ember baby bottle system completely broke after just 3 weeks of use. It has been four months of conversations with their support team and they have still not made it right. Avoid. Great idea, terrible product.
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User's recommendation: Do not buy

Resolved
Susan L Srk

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Verified Reviewer

Resolved: My ember is not working well. Specifically I have power problems often.

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My ember is not working well. Specifically I have power problems often.
Updated by user Dec 06, 2023

Please replace the ember.

Updated by user Dec 06, 2023

It's hard Customer service is terrible

Updated by user Dec 06, 2023

Very uncomfortable customer service

Updated by user Dec 06, 2023

Customer service not easy

Updated by user Dec 06, 2023

Battery life too short

Updated by user Dec 06, 2023

I used 1 year. But there's battery problem.

Original review Dec 06, 2023
I fully charged. But power not turned on. It's not working. It happened very often. This time is very serious problem. Please advise.
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Preferred solution: Replacement

Linda L Zsg

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Verified Reviewer

Requested

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My Ember cup has quit working, but I cant get anyone from that company to return my calls or emails. They dont even allow phone calls. You have to leave a message.
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Loss:
$180
Pros:
  • But then if you want a 2nd cup
  • You have to wait three hours for the cup to recharge
  • It keeps things really hot for an hour
Cons:
  • It takes too long for the cup to recharge

Preferred solution: I want some help with a cup that quit working

User's recommendation: Very little

Rainie Vmi

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Verified Reviewer

Customer Servise is Nonexistent

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I'm shocked. Ember USED to have one of the best customer service team who were always prompt, polite and eagerly helpful. However recently they take weeks, yes WEEKS to reply to your inquiry! My charger which i purchased from their Amazon store broke and two weeks ago i made an inquiry with NO REPLIES. a few days later i created a second inquiry request and STILL NO reply! I cant use my mug and these people dont even bother to reply. How did Ember go from standard setting customer service to this?! So sad! I previously gave them a 5 star but this is a sharp decline!
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Loss:
$75

Preferred solution: Warranty

User's recommendation: How about you start by answering people's requests and emails?!

Catherine J Lnl

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Verified Reviewer
| map-marker Victoria, British Columbia

Ember return screen doesn't work and I need to return this mug asap

I want to return a mug. I was told in an email to enter the order number and postal code on the return screen. I have done this and every time, it comes back and says there is no record of my purchase. I HAVE to return this ASAP because I am leaving the country in two days and will not be back before 30 days. I have emailed numerous times to EMBER and so far, I have gotten ZERO help. Nowhere on the web site does it have a way to contact Ember by phone.
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User's recommendation: Be aware that if you want to return anything to Ember, you will get ZERO customer service if there is a glitch in their return system/screen.

Davelyn V

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Verified Reviewer
| map-marker Atlanta, Georgia

Problem with cup

No one responds. Have sent numerous emails. You cannot connect to the phone, because either get a foreign "try again" or a busy signal. I will not buy another one. I just don't know what to do to get the help I need.
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User's recommendation: Do not buy. Horrible customer service, i.e. none at all

William K Ack

Not charging

Make a better product. Have a better support system. A working customer support number Two different products issues.
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Cons:
  • Does not keep liquid hot enough

Preferred solution: Help

User's recommendation: Review product before buying

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