Ember Technologies Reviews 147

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!

I am going to put it out there, but I am def an Ember stan.

I own their mug and just recently got their travel mug (yay Black Friday).
I also got my partner a mug so he wouldn't steal mine. And I've gifted mugs to friends because...who doesn't like a hot cup of coffee or tea???

Mug Review:
I own a white mug, my partner has black. ISSUE 1: The white mug seemed to be made of a different coating as my first white mug got stained within a few weeks no matter how much I cleaned the mug immediately after coffee. My partner's black mug remained well... black. But the coating on his cup also remained smooth whereas mine seemed to have a bit of a texture. Fastfoward to a replacement mug (due to not holding a charge) my second white mug still continues to look brand new, even with my same coffee/habits. So I'm convinced there were at least 2 different version of the white. ISSUE 2: Not even 1 year into owning the mug I started to have battery issues where the mug would not hold a charge or charge to 100%, even after charging overnight and ISSUE 3: my coaster pin corroded and would remain retracted. Partner and I shared a coaster until I was able to get a replacement, but had some issues with their customer service.

Customer Service:
As far as their CS, I made sure I purchased the extended warranty with Xcover due to the complaints I've read online. When I initially reached out to Ember CS I didn't check my exact date of purchase. After MULTIPLE messages to troubleshoot and go through the gauntlet of questions via FB messenger, CS said my mug issues (battery, coaster pin) would not be covered under regular warranty, but I could reach out to Xcover. I reached out to Xcover whom (to their credit) immediately let me know I was still less than 1 year from my date of purchase and the Ember needed to handle the issue. So I go back to Ember and immediately got a replacement mug and coaster sent to me. Not sure why the first few Ember CS reps didn't think to check. But could have saved a lot of unnecessary back and forth. Nevertheless I am back to a working mug (oh happy day) and ended up purchasing the travel mug after (with the extra warranty).

TLDR: Ember has great products, but be sure to get the extra warranty for that peace of mind. Cheers!

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

toller Reisebecher aber leider miese Qualität. Der Deckel ist nach 5 Monaten gebrochen!

Aber viel schlimmer finde ich den miesen Support!
Ich habe noch Garantie auf den Becher, schreibe zig Mails und ich bekomme keine Reaktion!

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.”

Leider funktioniert der Smart Mug nicht zuverlässig. Immer mal wieder hört er einfach mal auf zu heizen und der Kaffee wird doch kalt. Erst nach ein wenig in der App herumdrücken findet er die Verbindung wieder. Würde der Becher die Hälfte kosten, ich empfände das schon als Frechheit! Aber ein derartig brutal teures Produkt sollte dann doch problemlos funktionieren! Leider kann ich deswegen guten Gewissens keine Kaufempfehlung geben.
Der Support funktioniert auch überhaupt nicht. Zweimal habe ich es probiert, es kam nur eine Standard-Mail. Auf meine Probleme wurde absolut nicht eingegangen. Ein günstiger Tassenwärmer, der nur einen kleinen Bruchteil des Smart Mugs kostet, leistet bestimmt ähnlich guten Dienst. Das Geld für einen Smart Mug kann man sich wirklich sparen.

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!

Ich habe dieses total überteuerte Produkt im Dezember 2023 mit Zubehör gekauft. Der Grund war auch die Produktinfo auf der apple-Website. Habe mich 100%ig an die Pflegehinweise gehalten und trotzdem war der Deckelverschluss nicht mehr dicht. Habe dann den Support am 03.02.24 kontaktiert (war viel "Rumgeklicke"). KEINE Reaktion! Am 23.02.24 habe ich eine Erinnerung geschickt und am 01.03.24 kam die erste Reaktion. Ich sollte die Unterseite des Deckels fotografieren und es zum Support senden, was ich sofort gemacht habe. Ein neuer Deckel wurde am 04.03.24 verschickt und soll zwischen dem 17. und 23.03.24 ankommen. Also nochmals ca. 3 Wochen. Klickt man auf die Paketverfolgung kommt man auf eine Seite der italienischen Post die keine relevanten Details zeigt. Über "parcelsapp. com / de" sah ich, dass die Sendung aus UK kommt und die geschätzte Ankunft. Eins ist klar, nie wider Ember. Viel Geld für wenig Leistung. Minderwertige Qualität in Verbindung mit miserablem Service. Sehr ärgerlich!

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.