Reviews

Review Details

• Review fromAllysa B

  Date: 07/28/2025

  1 star
  I received a brumate 40oz era and its been my favorite cup ever! Until recently over the last month there has been a slow leak on the bottom of my tumbler - which is very odd Ive never had this issue before. I emailed the customer service team and have sent them a video of the issue happening where theres water on my desk under the tumbler from leaving it there over night and they said its not sufficient enough. It has leaked on my nightstand overnight, in my cupholder and anywhere I leave it for long periods of time. I dont have time to record hours of video to show the leak coming out of the water bottle. Im extremely dissatisfied in their willingness to help with a warranty exchange and I feel like theyre gaslighting me that its not happening. Our families have all made the switch to brumate from a leading competitor and its sad theyre unwilling to help. VERY disappointed in this company. I wont be repurchasing again.

• Review fromTonya R

  Date: 07/10/2025

  1 star
  This place is awful if you want to get a response in filing a warranty claim. I have a brutank *** owned 2 years and havent been able to use due to ice retention and leaking. My brutank holds ice no longer than 24 hours and by 48 all the ice is completely gone. I have emailed everything needed for the warranty and have yet to hear a response they emailed after day one to email picture to them and a week later no response. They say the honor and stand behind their product but getting a warranty approved has been the worst experience Never have I dealt with a company like this.

  BruMate, Inc.

  Date: 07/18/2025

  Hi *****, thank you for your feedback. We understand your frustration and want to assure you that our team has been actively communicating with you via email regarding your warranty claim. We have provided several troubleshooting steps and recommended tests to help assess the performance and insulation integrity of your BrTank. Our goal with these steps was to determine if there were any underlying issues we could assist in resolving. 

  
  At this time, if you'd prefer, you are welcome to proceed with a return for an exchange following the instructions we provided in our email correspondence. We appreciate your patience and the opportunity to make this right. 

• Review fromNicole H

  Date: 06/30/2025

  5 stars
  I am just in awe, honestly they went above and beyond with my issue and were very prompt with answering to my email. Thank you so much for the kindness and great customer service!

• Review fromChastity D

  Date: 06/10/2025

  1 star
  I ordered a Fathers Day engraved cup for my spouse. I have spent hundreds at brumate prior so Ive been a good loyal customer. This is the worst experience with any company to date with the first personalized item Ive ever ordered. They have NO phone number to talk to a person. THAT IS A HUGE PROBLEM! My order number is *********. The first cup I received have NO engraving. I emailed customer service and they responded back and sent a replacement. The replacement had a surf board engraving, NOT the Fathers Day one I paid for!! I sent an email with proof on the error AGAIN. They never responded to my email. They just sent me another replacement. Would you guess it? ITS WRONG AGAIN! They sent me the same surf board engraved cup. Does the engraving machine only engrave surf boards? Im so confused at this point! I sent videos. I sent pictures. I sent a screenshot to them from their website of the engraving I paid for and expected that they offer!!! I want the cup with the design I paid for!!!! This company has to do better. This is insane! Three cups sent to me. ALL WRONG!

  BruMate, Inc.

  Date: 06/16/2025

  Hi Chastity, I want to sincerely apologize for the frustration and inconvenience you've experienced with your recent order. We truly value your loyalty and are incredibly sorry that your experience with your first personalized item did not reflect the high standards we aim to uphold at BrMate. 

  
  As our team explained via email, our system records indicate that the order was placed with the surfboard icon engraving this is the default selection within our personalization module, so I apologize if there was any confusion with this. We understand how easily this can be overlooked and how disappointing it must be to receive something other than what you intended, especially for such a meaningful occasion. 

  
  To make things right, weve issued you a gift card equivalent to the full value of your original order. You can use this to repurchase the cup with your preferred Fathers Day engraving. We want to ensure you receive exactly what you envisioned. 

  
  We also appreciate the effort you've made to contact us and provide photos, videos, and additional documentation. While we may not offer phone support at this time, we are actively reviewing ways to improve our responsiveness and customer communication.

  
  Thank you again for your patience and for giving us the opportunity to make this right. Please dont hesitate to reach out if you need any help placing your new order wed be happy to walk you through the engraving process to ensure everything is perfect! 

• Review fromR. M.

  Date: 05/13/2025

  1 star
  Bad product. Drinking air. Customer support is very poor. No resolution. Dragged out support. No accountability. Doesnt care. First time customer here. Spend your money elsewhere.

  R. M.

  Date: 05/23/2025

  After weeks of trying to get resolution someone finally just decided to send me a replacement. Weeks of heartache and frustration and back and forth email threads. I definitely won't be a returning customer based on my experience with their support team and their failed product.

  BruMate, Inc.

  Date: 05/27/2025

  Hi ******, I'm truly sorry to hear about your recent experience with us. This is far from the standard we hold ourselves to, and I completely understand how frustrating it must have been to receive a defective product and feel unsupported during the resolution process. 

  
  Please know that we take your feedback seriously and are committed to making things right. Im glad to confirm that a replacement has already been issued and delivered for your defective item. We hope this new product meets your expectations and gives you the experience you deserved from the start. 

  
  Thank you for giving us a chance to make this right. If theres anything else we can do to assist, please dont hesitate to reach out! 

• Review fromTim N

  Date: 04/26/2025

  1 star
  At first the BruGuru responses come fast and furious which is good. I never got a spout plug for the removable tank advertised in every 55 quart BrTank 55 qt cooler. I just wanted to on occasion take out the 2.8 gallon drink tank and spout for more room inside the cooler. The ** that runs the BruGuru customer service insists that the part is on limited edition BruTanks and unavailable despite being listed on every 55 quart rolling cooler. There is absolutely no phone number to ensure you are speaking with a human. There are no signatures on any customer service email. There is no way its a limited edition part as it is as common as the drink tank itself, the signature part. I understand the email system allows customer service to be offshored or turned into ** at a cheaper cost. But there should always be a way to escalate it to an actual person for customers

  BruMate, Inc.

  Date: 04/28/2025

  Hi ***, thank you so much for reaching out and for your patience with us.
  First and foremost, I sincerely apologize for the confusion and frustration caused by the previous communications regarding the drain plug for your BrTank. We completely understand how important it is to receive all the parts that are advertised and expected, and I'm sorry we didnt meet that expectation in your experience, and additionally caused further confusion.
  
  
  I have since spoken with our customer service agent to clarify the situation, and I want to personally assure you that the spout plug you referenced is indeed available for the BrTank it is not limited edition. We appreciate you bringing this to our attention and allowing us the opportunity to correct it.
  
  
  Our team would be happy to send the correct spout plug out to you right away, and an agent will be following up with you via email very soon.
  
  
  Thank you again for your valuable feedback. We are continuously working to improve both our products and our service, and we appreciate customers like you.
  
  
  Please don't hesitate to reach back out if you have any further questions or needs were always happy to help!

• Review fromBrian C

  Date: 04/15/2025

  1 star
  I purchased the 55qt ocean swirl rolling cooler along with the cup holders and ice packs. I received everything however the cooler is neon pink. Youd think Id receive a return shipping label to which Id have to pack up the wrong item and go out of my way for a mistake they made. After several emails, Ive yet to receive a shipping label and the responses have been beyond confusing. The last one I received was a 40 dollar refund offer for the wrong cooler I received while still having to pay for the wrong cooler since it seems to take an act of ******** to get a return shipping label. I ordered the cooler to go on vacation for our anniversary which we leave for in a few days. Id try to sell the cooler but not many people are going to spend 500 dollars for a cooler and Im not helping this company out since they could care less about their customers. **************** is nonexistent. I suppose Im stuck paying for a mistake they made and evidently are unwilling to make right. Beyond disappointed.

  BruMate, Inc.

  Date: 04/17/2025

  Hi *****, thank you for reaching out and sharing your concerns. I want to sincerely apologize for the mix-up with your order and the frustration it has caused. We understand how disappointing it is to receive something other than what you expected, and we truly appreciate your patience as our team works to make things right.
  
  
  To clarify, the $40 refund offer was provided as an option if you preferred to keep the incorrect color cooler. However, as mentioned in our previous emails, we are more than happy to assist with a return for the correct color if thats your preferred resolution. You absolutely do not have to keep the item that you did not order.
  
  
  Our team is currently working with you to ensure a smooth return process and will provide the necessary shipping label. Were committed to resolving this swiftly and appreciate your continued communication as we work to correct the mistake.
  
  
  If theres anything further we can do to support you in the meantime, please dont hesitate to let us know. Thank you!

• Review fromOriyomi I

  Date: 04/05/2025

  1 star
  I purchased a Era 40oz | Turmeric color cup and the lid broke I wanted to get a replacement lid but I was told that I will have to mismatch on the lid which I was not happy with and I asked if I can get a new cup since it under warranty. Nobody has gotten back to me and its been a week now. I have a cup which I cant use and BrMate stopped connecting me on this issue. I dont know what to do next

  BruMate, Inc.

  Date: 04/08/2025

  Hi Oriyomi, thank you for reaching out to us, and I want to sincerely apologize for the trouble youve experienced. I'm happy to let you know that our Customer Experience team has gone ahead and set you up with a full unit replacement. You should already have received a confirmation email, and the replacement will be on its way to you as quickly as possible.
  
  
  If theres anything else we can assist you with in the meantime, please dont hesitate to let us knowwere always happy to help!

• Review fromErin V

  Date: 03/17/2025

  1 star
  Placed my order 3 weeks ago. For some reason it is still in the processing phase. I would recommend purchasing through ****** and not Brumate.

  BruMate, Inc.

  Date: 03/20/2025

  Hi there, thank you so much for reaching out, and I sincerely apologize for the delay and any frustration this has caused. I completely understand how disappointing it can be when an order takes longer than expected. 

  
  I wanted to let you know that your original order has now been delivered. Additionally, since we had already processed and shipped a replacement order for you youll actually be receiving two! 

  
  We truly appreciate your patience and understanding, and we hope this helps to make up for the inconvenience. If theres anything else we can do to assist, please dont hesitate to reach out. 

  
  Thank you again for choosing BrMate!  

• Review fromCK T

  Date: 03/13/2025

  1 star
  FALSELY ADVERTISES SHIPPING SPEEDS. Will have you pay extra for "expidited shipping" then refuse to tell the customer that even though they paid $20 for 2 day shipping, it still won't ship for 9-12 days.They then will not respond to any emails or calls asking repeatedly for a refund on the product. The order number is not showing any updates on their site and the customer service is AWFUL. There is no excuse for this type of service.

  BruMate, Inc.

  Date: 03/20/2025

  Hi there, thank you for reaching out and sharing your experience. We sincerely apologize for the frustration and inconvenience you've encountered. 

  
  After thoroughly checking both our records and Customer Experience inbox, we are unable to locate any orders or emails associated with the name or email address you provided. However, we definitely want to help resolve this issue for you as quickly as possible. 

  
  Please reach out directly to our Customer Experience team at ********************************* If you can provide your order number and any additional details, our team will be more than happy to assist you with your order status, shipping concerns, or refund request. 

  
  We truly value your feedback and appreciate the opportunity to make things right!