Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I haven't been able to update the firmware for several months. I have contacted the manufacturer a few times, but haven't received a response. I've read similar complaints. I would appreciate a response ASAP.

  Business Response

  Date: 03/27/2024

  
  
  Thanks for reaching out and sorry to hear you are having an issue with your Ember! It looks like we don't have any existing support tickets under the provided name, email, or phone number. To reach our support team please be sure to reach out via email to [email protected] so that we can provide the help you are looking for! Thanks and looking forward to hearing from you!

• Initial Complaint

  Date:02/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Mug purchased 1/18/2024. Return initiated and shipped 1/25/2024. Confirmed delivery of return 2/1/2024. Have not received any meaningful contact from Ember at any stage despite emails, Facebook messages, and Instagram messages. Have tried to find a number to call but none are available.

  Business Response

  Date: 03/27/2024

  
  
  Thanks for reaching out and my sincere apologies for the delayed response. Upon review I do see that your return was successfully processed and the requested store credit was issued. Please let us know at [email protected] if you have any additional questions or concerns as we are always happy to help! Thanks again!

• Initial Complaint

  Date:02/12/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on January 24th, order #734080. When UPS (tracking number 1Z48V9A9*********7) attempted to deliver the package the following week they indicated to take delivery I had to pay the following import fees $45.79:
  
  Invoice number: 174******* Shipper information: NORTH AMERICAN FREIGHT GROUP
  CONCORD, ON, CA
  
  I then emailed Ember support on January 31st asking for the company to pay the duties so I could receive my package that I had already paid for that included free shipping. After receiving no response I followed up with an email on February 6th and have still not heard anything from the company.
  
  At this point, I've paid for a product from the company and have received no goods in return.

  Business Response

  Date: 03/27/2024

  Thank you for reaching out to our support team! Our sincerest apologies for the delayed response here. We are currently experiencing a high volume of inquiries and are working to get back to each customer as quickly as possible. 
   
  I'm sorry to hear about this delivery issue. I have reported this to our shipping contact as there should not be fees upon delivery. I see the chargeback was resolved. Please let us know if you have any questions.

• Initial Complaint

  Date:02/08/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Placed an order for 2 Ember Tumblers on Dec 12 2023 for Christmas gifts. Unfortunately another family member bought the same product so I need to return these 2 unopened Ember Tumblers. Purchase was made on Dec 12 2023 and Ember noted they had extended holiday return period until end of January 2024. Purchase was made directly through Ember com site and came to a total of $433.39. My purchase order number from Ember was 12567-CA. I attempted to use Ember's online return system but it just says order number not found and instructs me to reach out via their email support line. I have reach out to their email support line 3-4 times and only get an automated response saying they have a high amount of requests and responses may be delayed. I have now been reaching out to Ember to initiate this product return for a month and a half with no response (outside of the automated response so I know my emails are being received). Looking to be able to initiate the return of this order for a full refund. As noted, online process is not working for my order number. Both Ember Tumblers are unopened and have attached photos of the serial numbers from the packages. Thanks!

  Business Response

  Date: 03/27/2024

  -- sorry for the delay! It looks like we sent the following reply on 3/04:
  
  Thank you for your patience!
  I've gone ahead and refunded the order and you should receive a confirmation email shortly. Please allow 3-5 business days for the amount to be reflected in your account, depending on your bank. 
  Thank you and please let me know if you have any additional questions or concerns!

  Customer Answer

  Date: 03/27/2024

  
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21266656, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  C**** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:02/07/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Transaction date was 12/17/2023. I requested a store credit upon return of the item to purchase a larger mug. The company will not respond to emails, messenger on facebook and there is no phone number in order to contact the company. I just would like to apply my credit to a new mug. They received the original mug on 01/26/2024. The person who received the returned mug was Gary. Very frustrating! And after reading numerous reviews, they are known for not responding to customers regarding their products. Thanks, C******

  Business Response

  Date: 03/27/2024

  Thanks for reaching out, my sincerest apologies for the delay! We are seeing higher than normal reply times and our team is hard at work following up with customers.
   
  I have looked into the return and am happy to see it has been approved and you should receive an email shortly with the store credit information. 
  Thanks again! Please let us know if you have any additional questions! 

• Initial Complaint

  Date:02/06/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Product doesn’t work. They don’t answer emails or phone calls. I want a replacement product that works. Terrible customer service (non-existent)

  Business Response

  Date: 02/16/2024

  Thank you for reaching out to us, and please accept our sincere apologies for the delayed response. We’re sorry to hear that your Charging Coaster is not working properly. We’d be happy to help! Based on the information provided, it sounds like you may need a replacement coaster. While we typically need to verify the warranty status of a product before replacing it, we recognize that our reply took longer than the prompt service our customers have come to expect. With that in mind, we’d love to replace your coaster free of charge. I’ve attached a personalized one-time-use discount code for ember.com to cover the cost of the new coaster. To redeem:
   
  Add a new coaster to your cart via the link below. Please ensure you select ‘no adapter needed.’
  Click ‘check out’ and add the discount code when prompted.
  Complete check out by adding your shipping information, and you’ll be all set!
   
  Here is a direct link to the coaster: *************************6377
  DISCOUNT CODE: ********
  
  Please be sure to follow the link listed in this message to receive the discount. Note that we do offer a package protection service at an additional fee.
  
  Have a great afternoon!

• Initial Complaint

  Date:02/05/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reached out to ember customer service (email and Facebook) three times over 18 days and never got any response about my mug that isn’t working.

  Business Response

  Date: 03/13/2024

  
  
  Thanks for reaching out and my sincere apologies for the delay! It looks like we replied on Feb 14 and are just waiting on some additional information from you. Please rest assured we want to help and are only requesting this information to have a better understanding of the issue so that we can provide the best possible solution. Thanks in advance! See our message below:
  
  In order to get a better understanding and provide best next steps, would you mind sharing a short video of the flashing lights displayed on the mug, along with a photo of the serial number on the bottom of the mug?
  
  Once we have this info, we’ll know what next steps to take!

• Initial Complaint

  Date:02/05/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am submitting a complaint against Ember due to their continuous disregard for customer service and failure to address a significant issue with their Ember Mug, which fails to pair reliably with my iPhone. Ember are failing to reliably deliver a feature advertised on the box as compatible with my device, and despite multiple attempts to seek a resolution, the responses from Ember have been unsatisfactory, showing a lack of commitment to rectify the situation and complicity in hiding behind a faulty product with no respect for customers.
  
  Timeline of Communication:
  
  Nov 30, 2023:
  Initial complaint about the mug's pairing issues, requesting a replacement.
  
  Dec 5, 2023:
  Follow-up due to no response, expressing frustration with product and service.
  
  Dec 6, 2023:
  Received Ember's first response suggesting impractical workarounds, not acknowledging the core issue.
  
  Dec 10 & 18, 2023:
  Reiterated my dissatisfaction due to Ember's continued neglect and ineffective solutions.
  
  Jan 19, 2024:
  Final attempt to demand a resolution, warning of further action through reviews, BBB, and contacting the CEO on LinkedIn due to lack of substantive response.
  
  Resolution Demanded:
  I demand that Ember provide a replacement for the defective Ember Mug that functions as advertised. This request stems from the company's failure to offer a viable solution to a fundamental product flaw and their subsequent neglect of my repeated attempts to engage with their customer service. This situation highlights not just a defective product but a broader failure by Ember to uphold standards of customer satisfaction and support.
  
  Conclusion:
  My experience with Ember has been characterized by frustration and disappointment, compounded by the company's apparent indifference to resolving customer issues. By filing this complaint, I seek not only a resolution to my issue but also to prompt Ember to improve their product quality and customer service practices.

  Business Response

  Date: 02/22/2024

  
  
  Thank you for trying the suggested tips to maintain connectivity with your Ember. First of all, I'm very sorry that it has taken so long to get back to you. That does sound frustrating and I would be disappointed too. We are sorry to hear this connection has been inconsistent and understand how frustrating this must be. All Bluetooth devices can experience issues surrounding connectivity, and this is something our team is continuously working on improving through App updates. As it turns out your mug is the Ember Mug 2, our most recent Ember Mug, and therefore any replacement would likely see the same result when paired with your phone. While this may be disappointing news, we have seen better results pairing with one of the compatible devices shared on our website:
  
  *************************352-App-What-mobile-devices-are-compatible-with-the-app-
  
  With the information provided in this ticket and feedback from our customers, we are able to provide more context for where the issue is occurring, so our team can make improvements accordingly. Please stay tuned for future app/firmware updates. As stated previously, we do want to assure you the Ember is fully functional if it disconnects from the Ember App. In this case, it will remember the preferred temperature and continue to maintain that temperature for each use!
  
  We thank you for your continued patience as our team works to resolve connectivity issues. If you have any additional questions or concerns, please let us know and we’d be happy to help!
  

• Initial Complaint

  Date:02/05/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an item from Ember Technologies on January 11, 2024. Their website states that they ship items within ~2 business days, Monday - Friday. It has been three weeks and my item has not shipped. I have contacted customer service three times about my order and have not received a response.

  Business Response

  Date: 03/27/2024

  
  
  Thanks for reaching out and my sincere apologies for the delayed response. It looks like your order was fulfilled on February 6th. Again, we are very sorry for any inconvenience as an inventory issue led to the delay of some orders. Thanks again for your support and please let us know if you have any other questions. Have a great one!

  Customer Answer

  Date: 03/27/2024

  
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21240238, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  M***** ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:02/02/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an Extra Charging Coaster (Replacement) Ember Mug / Sandstone / Yes - Include Adapter from Ember.com on January 16th, 2024. Shipping was for 3-5 business days and I have not yet received the product or any updates.
  
  Order #731785.
  
  They charged me $39.70 on 1/16/24 according to my credit card statement. This was for the cost of the coaster ($29.95), plus "Route Protection Package" ($1.95), 3-5 day standard shipping ($5.00) and Sales tax ($2.80).
  
  I have received email confirmation of the order.
  
  After not receiving the order I reached out multiple times and methods:
  
  Via email ([email protected]) on January 26th
  Via email ([email protected]) on January 31th
  Via the "Shop" app on 01/28/24
  Via Phone (*********8 - busy signal) 02/01/24
  Via Phone (*********8- busy signal) 02/02/24

  Business Response

  Date: 02/23/2024

  Thank you for reaching out to us, and please accept our sincere apologies for the delayed response. We’re sorry to hear that your Charging Coaster did not arrive with an adapter. We’d be happy to help! Your power adapter has been processed. Once in route, you’ll receive the tracking info via email. Again, we are so sorry for the inconvenience and the late response.
  
  Thanksagain for your support and have a great weekend!