Ember Technologies Reviews 147

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

One of the worst modern tech companies I've ever had to deal with. I won't get long winded. Their product is beautifully designed and it's a great concept. Ember executes it poorly. The mug quality is bad, costings wear off quickly, and the app is absolutely not functional. Secondly, the 40 dollar charging coaster you MUST have for it to work fails within weeks to months. There are two spring loaded charging pins and they fail from general use. I am on my third coaster for one mug and when this one fails I'll be moving on and just going back to an insulated mug. Their customer service is non existent, and that's not hyperbole. It took 6 weeks to get a response when my first mug failed, and they make you jump through hoops. Avoid like the plague

I already own a mug, and is happy enough with it to order another as a gift. However, the order has not even shipped, for over two weeks (they state 2 days max). I cannot get in contact with customer support, but they've charged my card just fine.

Illegal business practice in my country... the product is fine, but the company is horrible.

I purchased an Ember mug expecting a premium product, but unfortunately, my experience has been anything but premium. After just a few months, the mug stopped working entirely. Despite being under warranty, the support team seems more interested in wasting my time with repetitive, kid-level troubleshooting steps rather than addressing the core issue.

Over the course of multiple emails, I was asked to repeatedly perform the same basic tests (like resetting the mug or reinstalling the app) and submit videos and photos demonstrating the problem. All of this was despite my clear explanations and evidence showing that the cup no longer heats liquids, fails to recognize when it's filled, and is clearly defective.

Their sole purpose seems to be avoiding replacing the product, even though the warranty should cover such a failure. The mug was not cheap, and for it to fail so quickly with no resolution is simply unacceptable.

I expected better from a company that markets itself as offering high-quality products and customer service. Instead, I was met with endless delays, poor problem resolution, and wasted time.

Until Ember takes responsibility for their defective products and improves their support processes, I cannot recommend their products to anyone.

Very disappointed in the quality of the mug. Received the 14 oz in may 2024 and the pin failed on 2 of the charging pads. CS calimed the mug was out of warranty which seems crazy at 6 months old. they are selling faulty products with full knowledge of doing so.

We bought one of their mugs when the brand first launched. It was such a great idea and the build quality is actually quite good all things considered.

For 90% of the time we've had it, the mug hasn't really worked and has had endless connection problems though. Recently in their new update there are FAR less problems, so I'm really glad of this, because the only reason I didn't throw it away was because that felt wasteful. At least we now sometimes have a functioning mug.

Let's hope the app continues to get better!

Worked great for 2 months. Probably a simple fix, but their support is non-existent. Multiple support tickets created, all are completely ignored.

Battery on Ember tumbler won't hold a charge for more than 2 hours. Have tried resetting to no avail. Ember will not respond to over 8 emails I've sent. My daughter spent $235 on this for a gift seven months ago.

Ember Technologies must have total contempt for their customers. Their $140 coffee mug works fine but after a short while, the inner coating starts flaking off...and guess where those flakes are going? Yep right into your beverage!

When reaching out to customer service, Katia and Amanda explained how it's "safe" to consume the inner lining of the mug (which is made of collodial silica and inorganic pigment). Then they offered me $22 discount off a new mug, that's all.

This mug was barely out of warranty but Ember Technologies will not stand behind their product and would rather suggest that customers ingest the peeling lining of their mug rather than simply replace it, even after the warranty period. Horrific approach to customer service and product support. This is a premium product and priced accordingly.

Needless to say, I won't be using their insulting $22 discount and handing Ember Technologies more money. Considering how many other people online have having this same product issue, how about we file a class action instead? Would that get the point across?

Stay warm!

They didn’t ship my entire order (only shipped 1 out of 3 items). I initiated a chargeback to my credit card and Ember lied to my credit card company and said they shipped all 3 items. This is a fraudulent company. Stay away

The mug was great for the 7 months that it worked. The customer service options just generate automated responses. No help available. I gave up after reading that the warranty says it does not cover bluetooth issues, or software issues. I intended to buy multiple mugs as gifts, but I will definitely not be doing that now.

Order via company website has not been shipped for already 2 weeks. 3 cancellation and refund requests has been sent. No response.

Can I give them no stars? I emailed Ember 11/23, about my mug, no longer working within the warranty period, after a month of no response, I emailed them again and requested a response. One month later, they responded apologizing for the delay, requesting photos and information which I provided immediately. They replied one month later, asking for more information, which I provided immediately. This has continued multiple times, including today a response (One month from me providing the additional information they requested) asking me to send them a video; “would you please provide a video showing the following information:
- Ember on the plugged in charging coaster with hot liquids inside at your set temp (mug will show solid white)
- In the video, please remove the mug from the coaster to show how the LED directly under the Ember logo behaves.”

I'm shocked. Ember USED to have one of the best customer service team who were always prompt, polite and eagerly helpful. However recently they take weeks, yes WEEKS to reply to your inquiry! My charger which i purchased from their Amazon store broke and two weeks ago i made an inquiry with NO REPLIES. a few days later i created a second inquiry request and STILL NO reply! I cant use my mug and these people dont even bother to reply. How did Ember go from standard setting customer service to this?! So sad!
I previously gave them a 5 star but this is a sharp decline!

trying to get a ember replaced out of warrantty, whcih they say they support ("but out of warranty replacement options at a reduced cost are available.") but support doesn't respond after initial auto-reply asking for a ton of info.

i've send 4 emails, messages on facebook and tweeted.

I've emailed sales at Ember as well.

no one responds, no one seems to care about customer service at all.

Poor quality, didn't work, no way to contact, no phone number and they never replied to my support ticket. DON'T BUY THIS!

love the cup when it works; damages easily (a pin on the charger sticks); can't put in claim under warranty because the serial number is completely illegible --tiny, tiny print, red on red. Expensive given the frequent glitches and terrible customer service. 3 stars may be too high, but I am a fan of the cup.

I had the same experience as Karen. My Ember mug stopped working and the mug was within the warranty period. The customer support team responded and asked you a bunch of questions, asked for photos and other documentation, then did nothing.,The product worked until it didn’t which can happen but the customer support is really terrible. Also, the website does not allow for any customer reviews. I warn you DONT BUY THIS PRODUCT!

I wish I had read these reviews before purchasing this item. I bought the 14 oz mug in December and after 6 weeks it stopped charging - due to the universal problem with the charging pins that is mentioned everywhere. I have reached out to customer service by email as requested, provided photos, contact information etc and have gotten no response. This company should be investigated and shut down not just for a bad product but for the lack of customer support.

The product has two major design flaws that make it a poor choice and a very poor value for the money:
1) It charges using two tiny electrodes sticking up from the base that make contact with the bottom of the mug when it is resting there. The problem is those electrodes don't hold up very well. My experience is that one of them got pushed down to the point where it won't make sufficient contact and the mug will not charge.
2) Notice how the base of the mug is rounded (and it is rubberized). If you have it resting on your desk to the side (or even right in front of you), if you knock it (which is easy to do if you move at all or reach for something) guess what happens? The mug tips over, spilling your beverage all over your desk soaking your work, your books...anything else in the way. What a mess!

The customer service is customer no-service. The remedies they publish on their site are not working for me. As they suggested, I have "reached out" to them via email...three times. Repeatedly, no response.

I have observed other competing products at a MUCH lower price point that do NOT have the design flaws just mentioned: 1) they use magnetic induction to charge the mug so you aren't dependent on tiny electrodes that don't hold up very well, and 2) the bottoms are very modestly rounded and the shape is more trapazoidal, if you will, so that if you knock it with your hand while working, instead of tipping over spilling all over, it just scoots. Both are superior design features.

I bought the product because these guys were the first to market, and I thought that would make it the best. (Plus, I thought it looked pretty cool.) Experience has proven my decision to be a bad one. Knowing what I now know, I would not buy it again, and after about 24 months of use, will probably end up throwing it in the garbage.