Ember Technologies Avis 147

Utterly appalling, still waiting for a replacement lid 3.5 months down the line after numerous emails and discussions. This very expensive cup, still under warranty is unusable. Poor design, poor customer service, and a poorly run company. DO NOT BUY!!!

The charging plate failed within 6 months of purchase. I have sent multiple emails over the last 2 weeks and no reply. Very frustrating service and customer support. I would definitely not recommend purchasing any of these products.

Dont buy!!
Yes the mug keeps the drink hot but in less than 6 months the coating started coming off and then, god knows, what toxic metal you will be having with your drink. Emailed customer service, was promised a replacement. That was over a month ago. Tracking says it was never shipped. I kept chasing, asking for it to be forwarded to a manager if necessary and then they just stopped responding.
I gave up.
Bad product and bad customer service. Waste of (a lot of) money :(!!

Sold me used mug and are not answering emails.

Serious Quality & Safety Concerns Disappointed with Ember Mug

I purchased an Ember Mug and treated it with great care, but was very disappointed to find that the interior coating began chipping and flaking off over time. This raises serious concerns for me about potential toxin exposure, as I may have unknowingly ingested harmful materials.

I reached out to the company with hopes of a responsible resolution specifically requesting a replacement mug made of stainless steel or another safer, more durable material. Instead, I was offered only $32 toward the purchase of another expensive mug that could very well chip again.

This response felt inadequate and dismissive, especially given the potential health risks. TOXIN ALERT: I urge others to think twice before purchasing an Ember Mug until these issues are properly addressed. Product safety and customer health should be the top priority.

I emailed quite a few times before they replied as I had issues with the mug my daughter bought me for Christmas. I got a confirmation email to say they had shipped on 29th April and would take 3-5 business days for delivery. I’m still waiting and they have actually taken the order off the system. You couldn’t make this up.
Would never and would tell anyone not to buy any product from Ember Technologies

I've purchased several Ember mugs over the last 2 years and really liked the mug and how it kept my tea hot for a long period of time. But inevitably, as with any technology driven product, you will run into issues and when that happens, their customer support is frustratingly slow to respond. I ran into an issue with the charging coaster. It took their customer support 2 weeks just to get back to me and request serial number and photos, and after quickly providing that information to them, it took another two weeks for them to request the same information from me again and finally a month after that for them to offer to send a replacement coaster. It's really a shame that Ember doesn't seem to understand the importance of providing great customer support especially considering the price point for their products. They have forever lost a loyal customer in me, as I will never purchase another Ember product if I can't count on timely, effective responses from Customer Service.

I received a sage green Ember 2 for Xmas, and after not even 4 months of light use, the mug has stopped charging. I suspect it has something to do with the pins on the charging base not connecting. I've submitted a support request and attempted to follow up several times over the last month and a half, and I've gotten no response. Also tried sending a message on their Facebook page, and received no response. The mug was great while it lasted, but quite frankly for the price point they're charging for these mugs, it shouldn't be breaking after a few months, and their customer service should be ON TOP of every request. I'm extremely disappointed, and I wouldn't recommend anyone order from them.

I got the black and white Ember mug , The white one inside first showing the coating bubble up ,the white one Flake , I don't know what I have been drinking. They said those chemical coating is harmless! They ask me to give it my address and the serial number, and Haven't heard from them for months, I followed up and the email got ignored. Went on social media,, still no response, now it has been 5 months. Anyway , I don't understand why they would say the plastic coating is safe, anyway , The peeling got worst , and I just Trash it, going back to old school mug, Guess is better for me , less EMF.

Quite unbelievable how this gets so many great reviews online as a technology, but yet the underlying customer service is so bad.

I bought the 10oz mug and, after using it for a few weeks, decided I wished I'd gotten the 14oz mug instead. I tried to use their online return service to initiate a return, but it doesn't work for orders outside the US, so I had to email customer service. After chasing them a few times, I finally received a response three weeks later, asking me to ship the mug back to the US at my own expense (GBP 15) and send them the tracking number, and then they would refund me.

After reading all these other reviews about how bad the returns process is, I have decided to just keep the 10oz. I am very disappointed in this company and would not buy from them again.

Purchased x2 ember mugs but unfortunately needed to return. I followed the instructions on the website to do this. 1 week later and still do not have an RMA or return address. It's illegal in the UK to not allow me to return. The only option I have is to initiate a charge back, looks like I'll be getting my mugs for free. I encourage anyone else to use the charge back function if having issues.
Update, 17 days since contacting regarding a return and still no response. I will be reporting this company for illegal trading practices.

Coaster for my Ember Mug failed after less than 3 months of use (same issue as hundreds of other owners with charging pins becoming inaccessible, so it is clearly a design fault). Customer service is unresponsive. Very disappointed. Would not recommend this product or company.

2 MUGS FAILED! (IN LESS THAN 1 YEAR EACH)

First of all, it takes a very long time for their customer service team to respond and make you jump through hoops. It took 3 weeks and about 6 emails on my part to get a response. My first mug battery failed and they made me go through a TON of troubleshooting and then still didn't replace it, said it was 1 mo outside the warranty etc.

Second mug, the enameled paint on the inside started peeling :( I only use it once per day and am very careful with my things. Finally they offered to replace the mug, but I didn't want one that was painted again and asked to get a black ceramic one instead... nope, they will only replace the mug, not the base, so my $150 mug would be mismatched. For the price of their items, it's ridiculous they don't stand by them or have better support. This will be my last try with Ember and seeing all the similar reviews here, I wish I never would have bought one. Someone will surely come out with a superior product eventually and they will lose their customers. :( I would have bought one of these for my mom, seems like a great gift, but not with all these quality issues.

Received an Ember Tumbler as a present for Christmas.... It stopped working a few days out of the box. Contacted Ember via email and was told there was a "longer than normal response time" but was asked to send pics of the bottom of the tumbler, which I did. That was a month and a half ago.... Still no response. Tried again... No response. Contacted them through IG... No response.

I now have a $175+ paperweight that actually isn't even very good at that.

Tried three times to get a response from customer service and still none. The charging tray has failed after only two months use. No one responding...very irritating

Mug didn’t work as expected. Pretty poor product. Great idea of course but so many things that just don’t work as they should. For the cost v disappointing. The worst part though is the follow up and trying to get a refund. Utterly useless customer service levels. We’ve had to send about 3 emails to get one reply a week later. They respond on Instagram but don’t do anything about it. How you can operate a company like this is beyond me. Needs major investment clearly !!

Buy it on Amazon, don't buy direct

Bought a mug upon request for a family member who later changed their mind. Great, there's a 30-day money-back guarantee (based in the EU). Unfortunately it wasn't that simple.

It took several emails to get a return authorized, had to pay for return shipping (fair enough), and it took several emails again to get the full amount back. It was a huge hassle and therefore I wouldn't recommend that you buy direct from Ember.

I purchased the Ember Mug and used for a couple of months with only minor issues. Then it stopped working. Next winter, a few days after their terribly suspicious 1 year warranty wore off, I contacted customer service.

After providing countless photos and videos, and information I received zero support and was dismissed in a passive aggressive tone.

Do not purchase these shabby products. Look up the other, honest, reviews online and trust them. Do not repeat my, and our, mistake. These outrageously overpriced mugs do not work after trivial amounts of time.

I ordered an Ember Mug 2 for Christmas, but we were never able to get it to work properly. If you look online, you’ll see this is not an isolated issue (I wish I had checked beforehand!). The mug kept unpairing, and the app consistently showed the mug as empty, even when it was full of tea. Eventually, I decided to give up and contacted support to request a refund. It took almost three weeks to get a response, despite trying multiple channels to reach them. I was finally able to return the mug and receive a refund, but it cost me around €30 to ship it from France to the Netherlands. Overall, this was probably the worst online purchase experience I’ve ever had. So disappointing.

Terrible customer service and product mine stopped working in a few months I've emailed so many times now at one point they said I would get a replacement then no reply to my dozen emails. Pathetic company I hope they go bankrupt