Brandbrandnew GmbH Reviews 395

After buying one of their induction plates at an auction (ricardo.ch), I've ordered more accessories directly from the manufacturer.
While the concept is really interesting, there are a number of negatives that prevent me from giving it 5 stars.
Firstly, the only delivery option is via DHL. This is simply unacceptable as it adds quite a lot to the bill, no matter what you are actually buying.
Secondly, their packaging is similar to Ali-Express standard. All you get is your stuff wrapped in bubble wrap and a tiny piece of cardboard. Very minimalist for what are, in my opinion, quite expensive items.
The target temperature is a hit-and-miss ... I've never actually managed to reach the temperature indicated (checked with a laser thermometer), no matter what container I'm using.
The 'milk adapter' is not magnetised. This means you have to dip it in whatever liquid you like and then fish it out after use in one way or another. Very bad. In its current version, the price is actually a rip-off, in my opinion.
The 'glass tray' is not designed to hold the 3 different discs at the same time. It's simply not deep enough to hold the 3 of them. Also, because the discs are magnetic, they pile up and scratch each other every time you use them. Not ideal, really.
Bottom line: an interesting product, but you have to be willing to make a few sacrifices.

My heating disc exploded. After only using it for a few weeks. I reached out to return my heatle and were told (after sending two messages) I need to return it in the original packaging, which I don’t have. I wrote back to them to tell them and also sent photos of the exploded product as proof, and surprise!!!! No one is responding. After paying an extortionate amount for this product, waited for more than a year for it to be delivered and then some more money for shipping, I only got to use it for month or two. Very bad product and very bad customer service. Do not waste your time or money on this!

My item was left outdoors unsafely by the courier while I was on holiday and wasn't there when I got back. I needed Heatle to raise a claim with the carrier and send me a replacement - they were very responsive when they needed money from me and now have ignored all my emails for 4 weeks. I supported their crowdfunding campaign 3 years ago and have just waited patiently despite all the understandable delays due to the pandemic. It is sad that multiple people have had to resort to leaving a public review so that someone can finally reply to them. Really bad customer support. I would just like a replacement item.

I purchased a Heatle in the presale in 2021. I waited patiently and believed all their newsletter emails about problems with manufacturing etc but that it would be ready soon.

In December 2023 I received and email to say my Heatle was going to be delivered soon with a DHL tracking link.

I was very excited and kept track of the link. The status on the tracking has always said they are waiting on my package to arrive. That was almost 6 months ago and I still have nothing.

At the start of April I email Heatle support to find out what happened and they apologised and said they would send a new Heatle. A month later and I had heard nothing more. No tracking details, no dispatch notice, nothing!

I have since emailed them every week and have received no reply.

I cannot express how frustrated and disappointed I am with this company and their service. They have taken my money and seemly have no intention of keeping up their end of the contract.

I have tried to get a refund through PayPal but as they have firstly marked my order as being sent (IT WASN'T!) and secondly my dispute of the order was over 180 days after purchase I don't qualify for help from PayPal.

I am therefore put in the horrible position of having to look into taking legal action against this company. What a complete waste of my time and energy!

I'm not the only person in this position, just look at these reviews and their Instagram comments (before they delete them all again!)

Astonishingly bad service. Do not waste your time or money here!!!

I really wish I had never purchased this product. It makes me so sad and I feel like I have been scammed.

EDIT: To add fuel to the fire they are currently selling Heatles on their website with the promise of delivery in mid June when they can't fulfill orders from 2021! That's an absolute joke!

Scam company - device stopped working mid February 2024 after less than 6 weeks use. Seems to be the same time everyone elses device stopped working and the company suddenly stopped posting on socials - they've oviously laid off all of their staff and run with the last of their stock discounted on their website (if your lucky to ever recieve it).

Multiple DM's and emails sent with no reply. They have dropped of the face of the planet - go on their website and take a good look at their faces to remember what scam artisits look like.

Contact Shopify, PayPal & your bank to report them as a scam if you are an existing customer.

Heatle is not working any more after a few weeks. Sent emails and DMs multiple times, but no reaction.
Delayed deliveries were annoying, but acceptable. No reaction to complaints about a faulty product however, is not at all acceptable!

This has been the most frustrating and disappointing experience with a company, both on the product front and customer service front. Non-existent quality control on both fronts leading to a very poor customer experience. An absolute shame considering the product has an awesome potential to change the market.

Poor Experience 1: Product
The product was not working straight out of the box. At all. I needed to process a return right away.

Poor Experience 2: Customer service (01)
Upon using the communication methods outlined on the Heatle website, I never got a response back. This in spite of chasing for over 6 weeks. FInally, a negative comment on their Instagram post was what elicited a response from their team. Apparently their systems had failed to raise a ticket based on my initial complaint message.
They then processed a return for my faulty product. 6 weeks after.

Poor Experience 3: Customer Service (02)
Having returned the faulty product on time (UK to Berlin), the product was allowed to sit in the Berlin post office for 6 weeks now. Upon emailing them repeatedly to pick it up (as I could track it from my end), they responded saying they are waiting for multiple packages to arrive at the same time so they could pick it up all at once. This was 5 weeks ago now.

I just received a notification last week saying due to non-collection of the package, the Berlin post office are now returning the product back to me. And no response from Heatle customer service.

Heatle did not collect the returned package from the local depot, even after they acknowledged that it was ready for collection.

This is just an extremely extremely bad example of service that really should have been set up when a customer facing product company would be set up. I am now demanding a full refund for the product (obviously no response from any one).

If I could give this zero stars, I would.

Great product and we even took part in their Kickstart……. but now experiencing doggy customer support and false advertisements.
Waiting since Nov 2023 for an order and , when support did answer, got answers from forgot to send, issues with support, team change, no longer deliverable,…… overall great product and idea but the support and commercial side is killing my trust for this company and looking at some of the comments on the web not alone on this sad

UPDATE: today the 3 parts where delivered after 4 months but still no reaction to my last mails. Fun fact: the compensation they offered me to not cancel the order was NOT delivered and no note was made as to why………Just a dishonest unprofessional company making me want to complain with the German “Verbraucherschutz”

UPDATE: seems they have asked via trustpilot for more details to understand my experience. Curious to see what happens now. Still owing me compensation item btw…..

Great design standing in my kitchen, joy to use on daily basis, and no energy wasted!

I really like how Heatle doesn't just save me energy, but also time. It's handy to just add your cup on the device turn it on, and let it work....instead of filling a water kettle, estimating how much water you'll need (I'm always adding more water than I need), and then pooring it into my cup.

Ordered almost three years ago and still not received product. Customer service have sent shipment tracking number that has no indication of where the parcel is.
Emailed several times, last email on 18th December totally ignored.

Update following their response:
1. They already lied to PayPal saying they sent my parcel in July 2023. The tracking number for this parcel says "we are expecting shipment data soon."

2. There is no proof the current parcel, they claim they have sent through both DHL and Royal Mail in December 2023, has even left Germany. Also, why on earth would you send a parcel worth nearly £200 half by DHL and half by Royal Mail when DHL delivers to the UK?? The whole thing makes no sense at all.

I've asked for a refund.

Update 15th January:
Still no parcel or refund. No contact from them for a week and no update as to where the parcel or refund is.

DO NOT TRUST this company. They owe me nearly 200 euros and as of today are ignoring my emails.

Delivery 5 months after promise. Device has a built in flaw (drains a lot of power in standby). Manufacturer doesn’t reply to mails at all. Red Flag company!

Update: Unlike the company posted as reply under this rating nobody from them reached out to me or even replied to my countless mails. Thats pretty poor behaviour!

We are very happy to support this great product. It took some time to receive but we knew it is a small company doing a lot of work. We received our black and white Heatles last week and it is exactly what we wanted. Very beautiful product. Thank you so much. All the best to you. Greeting from Spain.

Heatle is a scam, dont order here.
I ordered about 1.5 years ago and still havent received anything.

I appreciate that this is a startup so they have limited resources, but the lack of communication over the order and length of time from ordering (February 2021) in the presale to still having no product meant we no longer required it so we requested a refund - we were advised that the money would be received within 30 days of providing our account details for payment, but it’s now 49 days and we have received no refund nor the courtesy of a reply to emails requesting assurances that payment will be received. I have seen from other reviews that others have had the same issue when a refund has been requested. Very dissatisfied but still hopeful that we might receive our money back (perhaps I am being overly optimistic….)

EDIT after this review they asked for my order details (through trustpilot) and I have now received my refund. So disappointing that it took a negative review in a public forum to get their attention.

Excellent product and a great advert for German ingenuity and manufacturing quality. The device is user-friendly, sleek and efficient.

I will be buying a second one later in the year and can recommend both this company and the Heatle device.

I ordered my Heatle in a pre-sale on feb 9th 2021 with expected delivery by end 2021.
Heatle fails to keep me informed about concrete schedules they only writes sad stories about 'problems'.
In the May 2023 newsletter they roughly expected delvery of the batch my order was in in June/July 2023. Again no Heatle and also no update with information.
At the same time Heatle offers new (pre-sale) customers delivery by Oktober 2023 on their website today. Seeing how Heatle fails to inform and deliver on what they inform i warn new customers to not believe their 'expected' delivery date.

--- update aug 29th

Heatle staff replied many times before that all problems are behind them. So far history proved the optimism wrong. Heatle replied here that their shipment crossed my review. That information is not fully true.

DHL informs me DHL order data has been transmitted electronically on Aug 25th 18:48 (shupment announced not handed out to DHL). Today Aug 29th DHL status shows that the package has been handed out to DHL and is on its way (finally). At the same time Heatle staff informed me today via email that i will receive my product end of Sept and will at that time receive DHL tracking information. Today i will trust DHL information over Heatle staff, not only because that means the product arrives earlier.
I hope finally this 'lack of concrete and correct information nightmare' comes to an end and i can enjoy the Heatle and no longer have to deal with Heatle staff misinformation.

Beautiful, intriguing, fast ! I'm spellbound !

Only small problem : if the container is too thick... the temperature isn't always right and the machine stops before that.

I ordered this on kickstarter. Came sooner than expected and works way better than expected. Quiet and solid, quality construction. Was worth the wait. Our kettle rarely gets used! Brilliant.

I have been waiting 8 weeks for my refund. right up until I gave them my refund details they were very responsive. The second they had them they've ignored 10+ emails from me. Not an honest business, I would avoid. I know they're busy but their emails says a few days to respond, not a few months.