Ember Technologies Reviews 147

Ember cup malfunctions showing sequential flashing lights. Ember will not respond to repeated emails and will not answer phone to provide assistance.

Mug suddenly stopped working. Getting customer support was incredibly difficult, on average a week in betweem responses. Eventually they offered to let me buy a replacement mug at a $22 discount! Laughable.

Unresponsive customer service. Mug broke (battery died and won’t recharge) and I’m being ignored when trying to file a warranty claim.
Update: I contacted Ember’s customer service team via email, Instagram, Twitter and Messenger on November 14. It is now December 22 and I’m yet to receive a response.

Based on my personal usage of gen1 warming mugs, these products exhibit extremely bad performance from a couple of different perspectives. The first is that the bottom mug component is cracking and flaking off. It is getting severe again even though I had to pay for its replacement mid year for same issues. Ember was quite uncooperative in that they made me pay for half price for the replacement. Now one of two of my mugs have failed. It will not charge now it is useless. It’s not that we used them continuously but occasionally for hot chocolate. So we are very upset in this investment.

Mug lid not working - customer service 4 emails nothing after almost a month. Seems breakdown renders your £200 cup worthless landfill tat

If they had 0 stars that would be the score. The cup does not connect with the base. I have had it two weeks and not been able to use it. The app does not work properly. Asking Cust Service for help is as useful as planning a camping trip on the moon. Their instant standard reply is 'we are too busy to help customers at the moment. When we can be bothered, we may address your query but that time is not now'. Or words to that effect. Not a single reply other than 'we are too busy and important to deal with people who keep our business running, ie customers'. Thanks for nothing, literally.

Dreadful customer service, mug stopped charging, have replied to their emails 3 times, have tried all the trouble shooting but still not working. No one answering.
DO NOT BUY !!!!

The mug was great at the start - kept my hot drinks lovely and warm.

But after just a few weeks the app stopped working. One day it let me check on the temperature of the drink and adjust it, the next it had logged me out and refused to let me log back in.

I contacted customer support - they did reply quickly but basically said “well, the mug is still keeping your drink warm so no big deal”, and asked a few questions.

I replied to the questions emphasising that when spending £100 on their product their app really needs to work so I can use it properly. But they stopped replying. They didn’t come back to me after I answered their questions and don’t respond anymore.

This evening the mug doesn’t seem to be keeping my drinks warm either (though I don’t know if this is just a one-off as yet, as I write this).

The mug was brilliant. But the service - via app and customer support is appalling. And Ember don’t seem to care about their customers at all.

Great concept. Terrible product. Everything from having to download and install an app AND create a profile with the company to lack of removable battery, to a terrible warranty (30 days). Once your mug stops pairing (it will), it's just e-waste junk.

Their products are ok - I’ve bought the mugs for myself and as a gift. Nice design though overpriced for the functionality. Last month I pre-ordered the new tumbler. It was sent out at the last minute of the promised timeframe and shipped slowly from the west coast. By the time I received it I’d changed my mind and returned it - they didn’t refund the protection plan I bought. It took an email to the company to get that back. Disappointing experience for a $200 item.

I placed an order for my wife’s birthday, and on their site it says orders deliver in 3-5 business days, I received my order in 7 days. So far, mug2 seems okay, we charged and tested, it keeps the temperature of coffee, but not make it so hot. It is a good gift but a little over priced.

Just landfill tat. Doesn't connect, charging base breaks, can't replace the battery. Please don't buy, just think about the planet, no one needs this. Ember isn't a cool r&d Californian company, I think it's just trading bulk products from China.

Just got my mug for my birthday. The mug itself is fine, but using the companion app is a lesson in frustration to say the least. Like so many others, I have found that it continually disconnects. Sure, I can set my temperature and then just ignore the app, but the whole point of getting the ember is the precise control the app supposedly gives you. I'm thinking of having my daughter return the mug and getting a NextMug instead (which doesn't have an app, but is less expensive and provides 3 or 5 preset temperatures and also has a lid that helps it keep it hot longer).
Oh, and forget trying to install an update to the firmware. I have followed every option I've found that had worked for others except for the brute force method over the course of weeks/months. I even tried the official troubleshooting steps provided by ember support by resetting everything first and rebooting my phone. I can get the mug to connect, but it always disconnects when trying to update.

Received mug as Christmas gift from my daughter. It died after 4 months use. Wrote to company and complied with their request for model number, serial number, pictures of cup and bottom unit, etc. Sent me a second request for additional pictures of tiny connect fixture on bottom unit. Unable to comply. Very snide response from their PR rep. No support. I felt as though they were making fun of me.

I received this as a gift. This mug worked OK for me for awhile. I never messed with the app, just used it with the default settings. At some point, the paint started to chip on the bottom. To me, this presents a health hazard because I don't think ingesting paint chips is a good thing to do. I asked for a replacement, but received a run-around from customer service asking for pictures which I submitted multiple times. I would not recommend this mug to anyone.

Contacted them for the coaster pin issue. Was promised a replacement 2 months ago. Still waiting. Tried contacting them and they respond after more than a week each time promising its being dispatched shortly. Terrible customer service and terrible coaster charger.

Ember customer service sucks. They don't care, they are like weird robots who just tell you to keep warm. Yet another coaster pin issue and they have promised for 6 weeks to send another. They are as low as a company could get. I wouldn't ever buy this trash again.

As other reviewers have said, it is pointless having this mug as it never remains connected to the app so every time you try and use it you have to go through the whole searching and pairing process, which inevitably fails.

This is not a short term problem. I have had the mug for over 6 months and nothing has improved despite thousands of reviews which state the same issue.

I have many other devices connected via Bluetooth and never had a connection problem.

The only way to effectively use it is to get it set and forget about the app. This means you can't change the settings or preset temp.

One sole reason for 5* - Melissa in customer support. I had a mug that had started to deteriorate at the base. The support team knocked it out of the park in taking ownership of the problem and resolving. This is what customer service is all about.

Returned a travel mug as I wanted the base mug, they failed to provide proper return details and have sat on the refund for a few days now