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:10/27/2025

  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.

  Ordered June 2024. For starters, I didn't receive the accessories they advertise but never made an issue of it because I didn't need them and I knew within the first month they lied about the product's capabilities. It only affects the inch of skin it touches.I attempted to start the return process, but I held off because I was unable to find the original box it came in, which their website indicated they'd charge me for. I was terrified of being charged the full price, so I waited. I tried to initiate the process again in January of ************************************************** (couldn't print the label, misplaced the product as I'd had it set aside to return and it'd been unused for 6 months.)When my monthly rental fees ($25/per) added up to the amount of the full cost of the product, I was never offered a "buy out". Now they're saying that they're keeping my $400 and requiring return this $299 product that I'm certain they'll be turning around to sell to some other unsuspecting consumer because "the monthly billing continues as long as the device remains in your possession, per the subscription terms. The subscription differs from a one-time purchase. The device becomes yours only after its been bought out, or you purchased it outright." Again, I was never offered a buy-out option. They're happy to keep sucking money out of my account knowing they get the product back. They say a subscription is different than a product purchase, but the "subscription" is nothing but access to the product. Nothing else comes with this. This is nothing but a scheme to target people that struggle with neurodivergent disabilities and capitalize on the unorganized mind to see how long they can get away with charging monthly for a product that never worked as advertised.Their website says I don't exist. Support email asked me for proof that I'd ever reached out, which they should have had filed under my account. I bet they'll never lose my credit card number, though.

  Business Response

  Date: 10/28/2025

  Hello,
  
  Thank you for taking the time to share your experience. Its clear this has been frustrating, and thats not the outcome anyone wants.
  
  Heres what will do to resolve this for you:
  1. Canceled your subscription effective asap.
  2. Issue a full refund of the subscription charges billed to your account. You should see the credit on your original payment method within 57 business days (processing times vary by bank).
  
  Well also email you a prepaid return label so you can send the device back at no costno original box required. Any protective packaging is fine.
  
  Refunds are returned to the original payment method per payment-processor requirements; if your card number changed, your bank will typically route the funds to the updated card on the same account.
  
  Thank you,
  Embr Labs Customer Support

  Customer Answer

  Date: 10/30/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does more than satisfy my issues and/or concerns in reference to complaint #******** and I appreciate their addressing it fully and quickly. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***** ****

• Initial Complaint

  Date:09/08/2025

  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 returned my device and cancelled my subscription! I was supposed to get a refund but the card I had on file ended in 9455 which was closed due to fraudulent activity! I updated my new card number (ending in 3390) on file so they could issue the refund! But they still insisted that they refunded me on a card that was closed (9455) I explained the same thing to them and they said I should talk tk my bank but the bank said they should issue a refund on the new card in file! I still have not gotten anything!

  Business Response

  Date: 09/11/2025

  Hello,
  
  Thank you for reaching out and sharing the details of your situationwe understand how frustrating this has been.
  
  Refunds can only be processed back to the original payment method on file. This is not a company policy but a technical limitation of ******, our payment processor. Even if the card number itself was closed due to fraudulent activity, refunds are still routed back to the same underlying bank account. In most cases, banks will automatically apply the funds to the updated card number associated with the account.
  
  A refund for your order was issued on August 11 when it was first requested. Around the same time, a bank dispute was also filed for the same amount. Because of that, you should receive the refund either directly from the original refund we processed, or via the credit provided through the bank dispute. In some cases, customers may even see both, though your bank has the final say in how the credit is applied.
  
  We encourage you to follow up with your bank to confirm how the refund was handled on their end. If youd like, we can provide the Stripe refund confirmation details to support your discussion with them.
  
  We sincerely apologize that the process has not been smoother, and we want to make sure you receive the funds you are owed. Please let us know if providing documentation of the refund transaction would be helpfulwere happy to share it.
  
  Warm regards,
  Embr Labs Customer Support

• Initial Complaint

  Date:07/16/2025

  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.

  Just doesnt work. Only stays cool for less than a minute

  Business Response

  Date: 07/17/2025

  Hello,

  We are sorry to hear that you are not satisfied with your Embr Wave.

  You can return the device and receive a full refund via our 60-day return policy by visiting **********************************************************.

  Please reach out to ******************************** if you have any questions. 

  Thank you,
  Support Team

• Initial Complaint

  Date:06/22/2025

  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.

  I purchased and Embrwave device through an advertisement as I have heat intolerance. Their site claims falsely that their device assists your body in cooling/warming itself. It also shows I. Their site that the device is fsa/hsa eligible. My *** declined this charge as its non qualified and I was forced to pay out of pocket for something I believed to be a medical device. Furthermore, the device did nothing but shock the inside of my wrists, causing irritation and rashes to my skin. Attempts to return and contact the company have been unsuccessful.

  Business Response

  Date: 06/23/2025

  Hello,
  
  Thank you for bringing this to our attention. Were sorry to hear about your experience and that the Embr Wave did not meet your expectations.
  
  Weve reviewed your order and have issued a full refund of $291.30. You should see this amount reflected on your original payment method within 57 business days.
  
  Regarding the eligibility for FSA/HSA reimbursement: while the Embr Wave is frequently reimbursed by many *** and *** providers, we unfortunately cannot control or guarantee approval for reimbursement under every specific plan. Approval is determined solely by your individual plan provider.
  
  Again, we apologize for any inconvenience or discomfort you experienced and appreciate your feedback.
  
  If you have additional questions or need any further assistance, please dont hesitate to reach out.
  
  Warm regards,
  Embr Labs Customer Support

  Customer Answer

  Date: 06/23/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:06/12/2025

  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.

  About a year ago, I signed up for *********** rental program and received a device. Around Christmas, I decided to return it. I contacted **********, received a return label from them, and shipped the device back. Despite returning the product, I have continued to be charged over $21 per month every month since then. Ive reached out to resolve this issue but have not received a refund or confirmation that the charges would stop. Im requesting that the ongoing charges be canceled and a refund issued for the months after the return.

  Business Response

  Date: 06/16/2025

  Hello,
  
  Thank you for reaching out and bringing this issue to our attention. Im sorry for any frustration youve experienced, and I appreciate your patience as we resolve this.
  
  Weve reviewed your account, canceled your subscription effective immediately, and processed a full refund for all charges incurred since December. You should see the refunded amount reflected on your original payment method within 57 business days.
  
  If you have any further questions or need additional assistance, please dont hesitate to let us know.
  
  Warm regards,
  Embr Labs Customer Support

• Initial Complaint

  Date:05/28/2025

  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.

  PIN TO CHANGE MY WATCH BAND WASNT IN THE BOX WHY

  Business Response

  Date: 05/29/2025

  Hello,

  I am so sorry to hear about the issue with your watch band. Please reach out to our support team via ********************************* and they will send you a replacement watch band with the pins at no charge. Please reference this BBB request in your note.
  
  Thank you,
  Embr Labs

• Initial Complaint

  Date:04/11/2025

  Type:Sales and Advertising 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 placed an order with Embr on 3/19/25 and ultimately returned the items. On 4/4/25 I received a confirmation email advising that my refund had been processed. As of date only $26.96 has been refunded. I have reached out to my bank and they confirmed that only $26.96 has come in as a credit so the remaining $332.99 is still outstanding. I did respond to an email previously sent by Embr Labs to confirm my refund had been received, but they have not responded as of date. They have received their merchandise back and I simply want my money refunded. *** has been communicating with me up until the last email that I responded to.

  Business Response

  Date: 04/14/2025

  Hello,

  Thank you for bringing this to our attention, and were truly sorry for any frustration this delay has caused. We appreciate your patience and the opportunity to clarify the situation.
  
  After reviewing your order, we confirmed that your original purchase was made using Pay with Flex. According to our system, your full refundincluding the remaining $332.99was processed on our end on April 4, 2025. At this point, the refund is pending receipt through your original payment method.
  
  To help expedite the process, we recommend reaching out directly to Flex and your bank, as they may be able to provide more specific insight into the status of the remaining refund.
  
  We understand how important it is to resolve this promptly. If you need any assistance contacting Flex or have any additional questions, please dont hesitate to reach out to us directly at ***********************************************************. Were here to help and committed to seeing this through.
  
  Warm regards,
  Embr Labs

  Customer Answer

  Date: 04/14/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  Zorriana *****

• Initial Complaint

  Date:03/25/2025

  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 bought an Embr Mug from Target less than a year ago. The charging coaster stopped working about 9 months into the life of the product. The mug is also losing its coating, which is a safety issue.I have owned a few of these over the years, Embr Labs always replaces the mugs if they chip or the coaster stops working. When I reached out to their support this time, they said I have to buy a replacement. The item is still under warranty, and I would like a replacement mug + coaster. These are not cheap and the company is ripping folks off by selling a defective product and forcing them to purchase a replacement/parts when the product fails within the warranty period.

  Business Response

  Date: 03/26/2025

  Hello,

  I believe this is a case of mistaken identity. Embr Labs is the maker of the Embr Wave Heating and Cooling Wearable.

  I believe you are looking to file a complaint about ******************.

  Thank you,

  Embr Labs Team

  Customer Answer

  Date: 03/26/2025

  hello, this is for the embr labs heating mug, not the wearable. I am familiar with the wearable and know what that is (we have one) but this is about the embr labs mug 

  
  Regards,

  *******

   

   

  Business Response

  Date: 03/26/2025

  Hello,

  I understand that your complaint is about the mug, not the wearable.

  Those products are made by two different companies. Embr Labs only makes the wearable.

  ********* (with a second e) makes the mug. Embr Labs does not make or sell a mug, so we are not the right people to contact about this issue.

  I understand the confusion with the similar names, but you will need to register your complaint with ember the mug company.

  Thank you,
  Embr Labs

• Initial Complaint

  Date:02/10/2025

  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.

  The lights are not coming on and this makes it difficult to operate.

  Business Response

  Date: 02/10/2025

  Hi Candy,

  I'm sorry to hear that you're having issues with the lights on your device. I was able to pull up your support ticket in our system, and see that we were in the process of troubleshooting with you. We will happily send you a replacement. Please confirm your address via email and we will get the order placed for you today! We will be able to send you a return label for the malfunctioning device once the replacement ships. 

  Please reach out with any additional concerns, and thank you for working with us!

  Warmly,

  The Embr Labs Team

• Initial Complaint

  Date:08/10/2024

  Type:Sales and Advertising 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 embr wave device to help alleviate a medical symptom Ive been struggling with. I dont believe in endless subscriptions so I was happy they had an option to purchase. They had a great return policy as well. I had nothing to lose. Since the product didnt help, and its battery life not satisfactory I followed the return instructions. I contacted them for permission to return, and was promptly given a return label. After a bit of time my return was returned to me with the reason listed as: undeliverable. Property is vacant. I want my money back, and for every customer to know this happened. This is blatant fraud.

  Business Response

  Date: 08/11/2024

  After taking a look at the return in process, there was an error with delivery at the return center. The full refund has now been manually processed for the total of $292.64, $299.00 less the HELLO10 discount used at the time of purchase. We're deeply sorry for any frustration caused by the error and resulting delay. 

  Customer Answer

  Date: 08/12/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************************