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:03/25/2024

  Type:Service or Repair 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.

  My order: BM4765883 was purchased in early March. A tracking message was sent, but there is no tracking. It still says in warehouse. It was supposed to arrive on March ***** and still is not here and no where to be found. I have reached out to the company several times and no one messages me back. I will never use this company again and will take them to court if that is what it takes to get my $425 dollars back. Its the purpose. Also, how ridiculous is it that there is no company phone number for this business.that should tell everyone something!

  Business Response

  Date: 03/26/2024

  Hi ******,
  
  I'm very sorry for the issue with your recent order with **. Per our records, the carrier ***** picked up the package, and then failed to provide a tracking update with additional movement on the package since 3/12. While cases like this are rare, they do happen from time to time, and we sincerely apologize for the inconvenience this has caused. We do our best to provide exceptional customer experiences, but issues and delays with shipping carriers are simply outside of our control.
  
  UPS Tracking Number: 1Z39T1T90326684083
  
  You reached out to us via email on 3/12, to which an agent provided a response with tracking information on 3/15. As most recently mentioned by our agent via your email conversation, your package is covered by Green ******** Protection and there are options available to assist you. Please visit the Green ******** Protection Claim Dashboard to file your claim: **************************
  
  Important notes for filing your claim:
  -Enter the order number (using the ** order number) and the order's zip code
  -Once you submit a claim, please anticipate a response to your email within 1 business day. If you have not received a reply, please check your spam inbox
  -Large item and bulk orders may require longer waiting periods before claim eligibility
  -Additional information may be required to complete your claim 

  
  If you have any additional questions or concerns, please feel free to follow up with the agent you have been working with via email. Thank you kindly for your patience, and my apologies again for the inconvenience. Have a great day!

• Initial Complaint

  Date:03/20/2024

  Type:Service or Repair 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.

  On February 22nd, I purchased one of their new Mv tumblers (approx $50 USD). I picked it up on March 9th and used it for 6 days before I accidentally dropped it and the lid closure snapped in half, making it unusable. I emailed their **************** team and asked for a replacement lid, but was told that because I dropped it their warranty didn't apply and also they they don't have replacement lids available, even for sale.I felt this response was very dismissive and not a satisfying conclusion, so I submitted the following review to their website (2 star rating):"No Replacement parts available Enjoyed it for the 6 days I got to use it. Then I made the mistake of accidentally dropping it once, my lid broke, and now I can't use it. And they don't even sell replacement lids.l, so now it's basically useless."A few days later I received an email stating they had replied to my review and in that reply they had instructed me to contact their **************** (already had done that). However, when I checked their website, my 2 star review still had not been published, only a new 5 star review posted by another user had.I replied to them questioning why my review had not been submitted to the website and that suppressing reviews is a deceptive business process (as well as false advertising as their website basically states that EVERYONE recommends EVERY product.) I reviewed approx. 20k worth of reviews across about 20 different products and was unable to find even a single 1 or 2 star review. The lowest was 3 stars, and only a miniscule fraction of approved reviews are even that low.After I questioned this deceptive practice and legality of review suppression (and stated I would be filing a complaint with both the *** and BBB for review suppression), a few hours later I got another review reply stating they would send me a replacement and my review was finally posted.They seem to suppress all negative reviews and make false claims about customer satisfaction.

  Business Response

  Date: 03/22/2024

  This customer reached out regarding a damaged product that they admittedly dropped and broke. That is not covered under our warranty as outlined on our website, and is standard for all warranties from consumer brands. Under FTC guidelines, damage caused by shipping carriers or by the customer, along with shipping delays and other issues out of our control are not considered product reviews or required to be posted. Despite that, our team still approved the review and reached out to the customer and let her know that while we do not have replacement lids available yet, we would offer a brand new product at the cost of a replacement lid. Our team has gone above and beyond to try and resolve this issue for the customer and offered a resolution that resolves their original concern and offered a full replacement free of charge since we did not have replacement parts available yet. 

  Customer Answer

  Date: 03/29/2024

  They did not address my complaint that they were suppressing any reviews below 3 stars on their website in their response. However, once I informed them that I would be logging a complaint about that with the BBB and FTC, they modified their initial response to my 2 star review to indicate that they would send me a new cup and then published my review, along with their response, to their website. Since then, I have noticed a few other 1 and 2 star reviews start to appear on their website, so they seem to be approving SOME of them at least, and hopefully they are approving all of them so that they aren't advertising a higher satisfaction rate than they're truly receiving.

  Business Response

  Date: 04/11/2024

  I am sorry to learn that the customer is not satisfied, as we have amended the issue with her purchase. We never denied this customer's feedback, and we do believe that this case is closed. Thank you kindly. 

  Customer Answer

  Date: 04/11/2024

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

• Initial Complaint

  Date:03/18/2024

  Type:Service or Repair 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.

  It has been 10 days since order has been placed and I have still not received the purchased item. The tracking number that was given has stated that it was supposed to arrive each day for the last 5 days. But it never shows up. I think this is fraud.

  Business Response

  Date: 03/19/2024

  Hi *******,
  
  Thank you for your recent purchase with us. Please note that you purchased a pre-order item that was slated to ship around 3/22/24, as mentioned on our site before purchase, in cart, as well as on your order confirmation post-purchase. Apologies for any confusion there! The good news is that it looks like your order shipped out early, and has been delivered at this time. You can find tracking information for your package here: ************************************************************************************************************************
  
  UPS Tracking Number: **************************
  
  Thank you kindly, and have a great rest of your day!

• Initial Complaint

  Date:03/16/2024

  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.

  Item was shipped and made it to my state but the company requested the package back.

  Business Response

  Date: 03/19/2024

  Hi *****,
  
  I am very sorry for any confusion with your order's status. The only order that I am able to locate under your information *********************** is order BM4785812. This order has not yet shipped, but rather is a pre-order that was slated to ship around 4/15/24. It looks like the item has arrived early and the order is currently in the picking stage of fulfillment. If there is another order in question under different information, please just reach out to our customer experience team at ********************************* We would be more than happy to assist you with this.
  
  Thank you kindly!

• Initial Complaint

  Date:03/14/2024

  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.

  February 29, 2024 order #M4743604, ordered several items including a mystery box at $15 that has a stated value of $25 - $40. I was surprised to receive an item that was valued for less than I paid and less than their stated value. They sent an item that could be purchased for $14.99. I have nicely asked them to replace the item with something that meets the value they set, they have declined my request saying it was a surprise item. I agree it is a surprise but it is supposed to be worth at least $25.

  Business Response

  Date: 03/19/2024

  Hi ***,
  
  Thank you for your recent purchase with us. We are happy to offer the mystery item add-on option, as it creates a way to offer customers a fun surprise of an item they might already love, something new that they might not typically purchase, or an item to gift - all at a great price! Mystery items are $15, and are to have a value between $25 - $40 on our US website. The value means the original cost on our site, not a sale price or a price with discounts applied. You received a Hopsulator Twist, which does have an MSRP value of $24.99, as shown on our website. This may also be noted on the sticker on the bottom pad of the product. Please note that per our website, mystery items are not eligible for returns or exchanges. I do sincerely apologize for any confusion or inconvenience with this, and I do thank you kindly for your understanding. If there is anything else we can assist you with, please follow up with us via email.
  
  Have a great day!

  Customer Answer

  Date: 03/19/2024

   
  Complaint: 21434680
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************

  Customer Answer

  Date: 03/25/2024

  I have attached a screenshot of the mystery item offer. I agree it is not refundable or returnable but there is nothing that says it is based on original value, or that it no longer will have a value of $25 - $40. This was an offer to spend $15 to receive an item worth $25 - $40; that is what I expected to receive but did not receive.

• Initial Complaint

  Date:03/13/2024

  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.

  Brumate lists on their website that their products come with a lifetime warranty. However when you go to file a claim they tell you only the insulation is covered under their warranty. I believe this is false advertising. I paid $52 including shipping for a shaker bottle that the plastic broke after 6 months. They refused to offer a refund or replacement and only offered a $10 gift card for future purchase.

  Business Response

  Date: 03/19/2024

  Hi *****,
  
  I'm very sorry for the trouble you experienced while filing your warranty claim. Our products are backed by a limited lifetime warranty, for more than just insulation issues, and you can read more on our warranty policy here: *****************************************************
  
  I have escalated your claim, and at this time a full unit replacement has been issued for your product. Please see your email correspondence with us for more details. Once again I'm very sorry for the issues, and I thank you kindly for your patience and understanding with us.
  
  Cheers!

• Initial Complaint

  Date:03/05/2024

  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.

  On 1/12/24 I placed an order on Brumate.com that contained two pre-order items that were due to be released on 2/14/24. To date I have not received my items, with the company stating delays for one reason or another. After several email correspondence, and still not receiving my items, on March 1, I requested Brumate issue a refund. Brumate ceased communication. I followed-up today, March 5th, via email. Brumate haa yet to respond or issue my refund.

  Business Response

  Date: 03/05/2024

  Hi *********, I'm very sorry for the delay in your pre-order shipping. I can confirm that we received your request to cancel your order on 3/1, however it looks like your order had been submitted to our team for fulfillment on 2/26. Once an order reaches this point we are no longer able to process a cancellation. I have included our agent's response to your cancellation request email for your records. Your order has been shipped at this time, and additional information will become available once the carrier has scanned in the package. Your order can be tracked via LaserShip tracking number: 1LSCYG50035JGMX
  
  If you would like to return the order once it arrives for a refund, we would be happy to get you set up with a free return. If you have any additional questions or concerns, please feel free to follow up with the agent you're working with via email. Thank you kindly!

• Initial Complaint

  Date:03/02/2024

  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.

  Order #******* Ordered January 30, 2024 $96.09 paid in full NAV XL 32oz Neon Pink, Mystery Item, Liquor Canteen Red/White/Blue Swirl, ReHydration Mini 16oz Neon Pink, Personalization Charge, and Sustainability Charge Been reaching out to the company with no proper follow-up or return confirmations ************************************************* Last tracking was in ****************, on February 7, ********************************* the items and requested a refund I have yet to hear back from the company

  Business Response

  Date: 03/04/2024

  *******, I'm very sorry to see that your order has had no additional movement on its tracking status. Please note that your package is covered by Green ******** Protection which means that you are able to file a claim for a refund (or replacement) of your order. Please visit our Green ******** Protection Claim Dashboard to get the process started here: **************************
  
  Important notes for filing your claim:
  
  -Enter the order number (using the ** order number) and the order's zip code
  -Once you submit a claim, please anticipate a response to your email within 1 business day. If you have not received a reply, please check your spam inbox
  -Additional information may be required to complete your claim
  -Claims must be filed within 60 days of order delivery
  
  Thank you for your patience, and my apologies again for the inconvenience.

  Customer Answer

  Date: 03/13/2024

  I apologize, for I was not aware that you sent an email. 

  Thank you for following up.

  I have reached out to Brumate at the link above and I submitted a claim. It says someone should reach out within 24 hours.

  Customer Answer

  Date: 03/15/2024

  Not sure what you are asking for. I sent in all the information I have access to or that is available to me. I provided all the information that was requested upon submittal of claim.

  I have contacted my ******************* and they have reimbursed me, pending investigation. I have contacted Brumate, but there has been no success. 

  I don't have any files to upload.

  Business Response

  Date: 03/19/2024

  *******,
  
  I'm very sorry for the issue with your package's delivery. It looks like you have submitted a chargeback, which means that your funds have been returned to you at this time. It is unfortunate that our help with replacing your order was rejected, but if there is anything else we can assist you with going forward, please be sure to let us know. We are always happy to help!
  
  Have a great day!

  Customer Answer

  Date: 03/19/2024

  Hello.

  I did request a refund, but I have yet to hear from the company.

  When I log into the company's account, this is what I see:

  My Account
  Order History
  Edit Profile
  Address Book
  Sign Out
  Order History
  Previous
  Next
  Order #
  4671687
  Date
  Jan 30, 2024
  Status
  Paid
  PartiallyFulfilled
  More Details

• Initial Complaint

  Date:02/28/2024

  Type:Service or Repair 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.

  My order number is BM4638162. I made this order in January. It was a preorder and it had the estimated shipping time of 2/14. Its two weeks after the estimated shipping day. I have contacted brumate over and over again after that and all I get told is youre in queue or there is a delay in stock in our warehouse materials my order still shows as just placed. I needed these items here by today, 2/28/2024 and have even emailed brumate to let them know. After seeing reviews I see that they have done this to preorders from December and didnt ship their items out until a few days ago. This is disappointing and unethical to hold preorders without having the material on hand to fulfill orders. If you are not going to keep your promise to fulfill items of a preorder or be able to have the material in warehouse.don't have preorders. Because it will just cause disappointment and frustration with customers especially if they were trying to include your product in a special moment. I would like a solution and not a we are delayed or you are in queue I want either a refund or a shipping tracking number.

  Business Response

  Date: 02/29/2024

  Hi ******, I'm very sorry for the delay with your pre-order shipping, and that the order did not arrive to you by your desired date. The good news is that your order has been sipped at this time, and you can track it at the following link: *****************************************************************************************
  
  Or, ***** tracking number: 271546422032
  
  Thank you very kindly for your patience with this. If you have any additional questions or concerns, please feel free to follow up with the agent you have been working with via email. Cheers!

  Customer Answer

  Date: 02/29/2024

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

• Initial Complaint

  Date:02/26/2024

  Type:Service or Repair 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 a BruTank cooler from BruMate online on December 7th, 2023 for a Christmas gift. Upon gifting the item on December 25th, 2023 we realized that the cooler sent to us arrived damaged and defective- we are completely unable to utilize this item due to a broken handle. I reached out to BruMate customer service via email to request a replacement cooler on January 6th, 2024 as there's no phone number to contact them. BruMate refused to refund the item or allow me to send it back, but offered to send a replacement handle with instillation instructions for me to fix at home. They asked for my shipping address and on Feb 7th, 2024 I was informed that they shipped it to the wrong address. I asked for them to ship it to the correct address and as of Feb 26th, *********************************************** I received a tracking number however *** has not received the item to ship, so it never left BruMates store. We haven't been able to utilize the cooler due to the defects since purchasing in December. I have requested a refund and a return label multiple times to send the broken cooler back and I have not received any customer service response other than continuing to promise to send a new handle that seems to never actually arrive. I'd prefer to not have to dispute this charge with my bank and just have the refund processed as requested by the seller.

  Business Response

  Date: 02/29/2024

  Hi *****, I'm very sorry to learn that your BrTank handle arrived damaged, and that you have had a less than satisfactory experience with getting this resolved. I was able to review your email conversation, and it looks like this has been escalated at this time. One of our senior agents is getting you taken care of. Please give your inbox a check at your earliest convenience, and we'd be happy to get this resolved for you ASAP. Thank you kindly! 

  Customer Answer

  Date: 03/05/2024

   
  Complaint: 21347514
  
  I am rejecting this response because: I received an email on Feb 27th, 2024 from a manager offering to replace the cooler and send me a shipping label to return the broken one. Upon my response agreeing to this resolution, they changed their mind via email on March 5th, ************************************************************* reinstall it rather than replacing the broken product. Again- this is the SAME thing that they have offered since January without any actual successful resolution. This is unacceptable. All email correspondence updates have been attached.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/12/2024

  Hi *****, I've very sorry for the confusion with your replacement order. It looks like this has been corrected for you, and a complete replacement Denim BrTank has been issued for you. If you have any additional questions or concerns, please follow up with the agent you have been working with via email. Thank you kindly! 

  Customer Answer

  Date: 03/15/2024

   
  Complaint: 21347514
  
  I am rejecting this response because:
  This still has not been shipped to my correct address. We have been going back and forth on this for over three months and yet they still havent issued a replacement correctly or a refund. Unacceptable. Now they are asking me to return the broken item before shipping me a new one- I am not going to do that considering they clearly are unable to correctly send a replacement and at that point I will be out of luck in terms of ever receiving a refund or replacement. This needs to be handled by a senior leadership team member IMMEDIATELY. This is truly unacceptable customer service. 
  

  See attached email correspondences for proof. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/22/2024

  Hi *****,
  
  At this time, I can confirm your refund for the damaged BrTank on order BM4536285 has been processed, and you are welcome to keep the damaged BrTank as well for the troubles. If you have any additional questions or concerns, please reach out to us via email and we would be more than happy to get you taken care of. Thank you kindly, and have a great rest of your day.