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Bru Mate (brumate.com) has a 1.6 out of 5 rating on OK.one, based on 100 user reviews collected here. It is listed under Food, Beverages & Tobacco and its reputation is poor. 79% of reviews are 1 star, a relatively high share; The business has not yet replied to negative reviews; Reviews mostly discuss Product, Customer service, Quality. Last updated 2026-08-12.
Most reviewers were let down by their experience overall. Customers frequently experienced poor customer service, describing long communication delays, unhelpful responses, and significant overall difficulty reaching a human representative. Additionally, people noted recurring issues with product quality, such as leaking drinkware, cracking parts, and broken components. Though some customers experienced difficulties, a few reviewers were happy with the vibrant colors and solid build of their cups. Some reviewers were also satisfied with helpful support interactions and appreciated assistance when resolving returns or replacements. Consumer feedback indicated that certain items successfully kept beverages cold and functional despite the prevalent drawbacks.
Auto-generated from all reviews of this business. For reference only.If I could give a zero for customer service I would. I purchased 3 replacement gaskets for my 16oz slim bottle cooler. Which is a great product but unfortunately the replacements would not fit. There is no customer service number only a email. They responded saying they received my email and would get back to me. It’s been over 3 weeks and no response. This is the worst customer service ever.
I bought the 55gal hard cooler and opted to return it for the smaller version. After a MONTH since the return they have still not registered it as “returned” and it has been arrived for so long now that USPS is going to “RETURN” it back to me!! Now it’s the end of the summer and they told me someone would get back to me in 2-3 weeks!! I told them to forget the store credit and give me my money back. My mind is truly blow at how bad their service is. I never in my life could image a company that could continue operating with this level of incompetence.
I have the Nav XL (32oz) in dark aura. Pros: the color is lovely, it keeps drinks warm for an adequate amount of time. Cons: the design is awful. The cap frequently leaks and gets stuck so it's impossible to open. It is the most poorly designed travel mug lid I've ever had. I've had it less than a year and it's completely unusable now, not a single person I know can remove the lid. When I left a review on the BruMate site it was never posted. When I asked them why, they said it was posted. It's not, my review is not on their site. They get around large numbers of negative reviews by filtering them on product color and frequently changing colors available. That, or they hide/remove negative reviews instead of improving their products. Overall, they are a shady company with poor quality travel mugs.
DO NOT PURCHASE THE ROTERA!! 3 of my kids ones broke with two weeks of using and mine is failing. Extremely difficult to open. Do not buy them. Waste of money since they refuse a refund on their website warranty, only a replacement.
The 3 in1 does NOT keep drinks cool, and after spending $30 for it, you have to spend more to fit a popular Coors Light can! After several contacts with the company, they are more about their policies than real customer service. They do not listen or care and I will never do business with them again - not that they care.
This company’s service is absolutely horrendous. 1 week shipping time, incorrect/incomplete products sent, over a week response time with customer service not to mention the customer service was rude and basically said I should be happy with a 1 week response time…. I returned all several hundred dollars worth of products due to their poor service. If I have an issue with a product in this price tier compared to its competitors, I should have a resolution in a week (new part or product in hand) not my first response at 1 week. I’m not sure where the company’s profits are going, but they should be putting some towards customer service if they want to keep people loyal to their brand.
Purchased the Era bottle from Brumate via amazon. The handle was wonky when it arrived and the allen key screws on the handle would not tighten. I contacted brumate but because I had purchased from amazon (sold by amazon) and not amazon (sold by brumate), they would not refund or replace as it did not qualify for a warranty (BEWARE). needless to say a couple of weeks later the handle broke off and now I have a handle-less bottle which is not ideal.
I DO NOT RECOMMEND THIS BUSINESS after purchasing a 32oz Mug for $92 Australian Dollar's and using it 4 Time's only to have the Lid Seal become Faulty and Not Seal. I took photo's and sent an Email asking for a New Seal..Apparently These item's come with a lifetime warranty.. INCORRECT information there.. They do offer a Link to Purchase a New Lid because they don't have replacement parts. AGAIN I DO NOT RECOMMEND PURCHASING FROM THIS BUSINESS, THEIR PRODUCT'S ARE RUBBISH AND THEIR AFTER SALE'S CARE IS PATHETIC.. very unhappy customer.
I purchased two bronze leopard cups. The clear coat is peeling of these life time guaranteed cups. Do not purchase them. The company refuses to do ANYTHING for the issue. Their customer service is non existing. There cups were not used in the dishwasher, in a bag with loose change or even mis used. Don't fall for their "Life time guarantee" it's a lie!
Amazing bottle, so aesthetic and keeps water cold for so long. I love how leak proof it also is.
SAD, terrible customer service. I never received my product so I asked them to just cancel my order and refund me. Within 20 minutes they emailed me back that they had shipped my product. Now I have to pay to get my money back by shipping it back to them! Terrible company. I’m a business owner myself, and I would never treat my customers this way.
I have a few Brumate products but the era and the rotera I am not happy with at all. Had to replace them both water did not stay cold in them. Ice melted with about 4 hrs. I do not recommend these at all. I like the fact that the don’t leak but useless to keep something cold. I have had good experiences with the customer service but as far as these to products. 👎
I ordered 2 Brumate trio’s which appear to be ok. I also ordered a Nav XL which turned out to be too large for me. Apparently, because it was on sale, it was not returnable but that was not noted when I ordered it. I also ordered the mystery item which was supposed to have a value of $25-$40. My mystery item was a flask-24.99 and not something I can use and apparently that is not returnable either. A friend of mine had received a mystery item with their order and it was a really nice beverage cup, so I took a chance…never again.
POOR CUSTOMER SERVICE / QUALITY CONTROL. Bought the Era after waiting for months. Arrived with bottom peeling off / scratched. Rather than send me a new Era, they wanted me to superglue on a new base!! SO BAD! I refused & then they wanted me to cover postage to return it. Disappointed because I really thought they stood by their brand.
We have loads of Brumates and they really are decent quality overall. Well made, proper rubber bottoms, no "sharp-edge" lip when you're drinking without a lid, class leading heat retention and the screw-on type leakproof lids 100% work. The lids do have a habit of getting jammed in the cups (whether through expansion or accidental misthreading) they are easy enough to get off once you get the knack. Plus you tend to learn pretty quickly how to avoid getting them jammed in the first place. HOWEVER... if you break your lid or it becomes worn out (this happens a lot - we have a stack of lids in various states of uselessness - cracked, crazed, fogged, dropped, sealing ring loose etc.) you literally have zero chance of ever getting a replacement. BevLock lids are NEVER in stock at BruMate.com (I've given up after months of waiting) and you can't buy them anywhere else. Plus some lids - including for current models like the 32oz "Nav" mug - aren't even listed. This problem is even worse when you are a non-USA customer. Really great product let down massively by crappy after sales. No doubt they just want you to buy another whole mug/tumbler instead of a replacement lid, which I absolutely refuse to do on principle. Companies like these who use "saving the planet" as a sales tactic make an absolute mockery of themselves with nonsense like this. It's a shame because the products themselves are decent and would otherwise last a long time.
Bought a $24 mug ($32 order with shipping/tax). It was literally thrown into a poly mailer bag as-is. There was no box or bubble wrap or any kind of packageing to protect it. So of course, it arrived with a damaged lid - the top flap totally broken off. I contacted them asking for a return/refund, or a replacement. They told me they would mail me out a replacement lid. Fine, ok, that works. 2 weeks later, I have no order confirmations, tracking or anything. So I message them and they say "oh yeah, the lids are on a 2-3 month backorder, you'll get it then". I'm like "yeah no, that doesn't work for me". So they say "ok, you can pick another item, but we don't have the color you ordered so you'd have to pick something else." I ordered it specifically for the color (purple aura), so I say "Nope, I don't want another color, I want what I ordered or I want a refund". So they take a week to get back to me, then tell me they had to get "special authorization" to issue a refund - which they would do only once the cup was received back to them. Mind you, all of this ridiculous back and forth is for a $32 order. So I mail the item back. It's been 3 weeks, no refund. So today, I am fed up and I file a CC dispute. Within 20 minutes I get an email that they are issuing a refund - but its for the price of the product - not for the tax I paid or the shipping. I don't care that much about $8 that they shorted me, but it's the priniciple that at every turn, they've fought me to avoid taking any responsibility. They'd rather upset a customer and short me by $8 on my refund, than just do the right thing and refund me for the full value of my order that they shipped without any padding or protection. Absolutely insane the lengths they will go to save a few dollars, without any regard for customer retention. I placed this order in February and here we are at the end of April, still dealing with it - over 15 emails sent back and forth, all over $32. I hope the $8.27 they spent 2 months trying to siphon from me was worth me leaving this review on all of their channels. Nice job Brumate.
I have not received my order, and it has been over six months. There is no phone number to contact them, and they have not responded to my emails. I feel like I've been ripped off and have no recourse to get my 80.00 back. I am very disappointed, as I have heard good things.
According to this company if you want a chance to get free items or anything like that you have to spend over $400 to then be able to use your points to "buy" a free item. Their current rewards system is built for the overconsumer and not someone who has to skrimp and save. Definitely not someone who has recommended them and can only buy when they can. If you're going to give away or offer free products to "loyal customers" at least try and make it fair. Set up a proper "free" system, BrüMate or don't offer one at all.
Ordered a tumbler on Jan 1, 2024. Was told that the tumbler would not ship until sometime in mid February. That was fine. The tumbler shipped towards the end of February but the seller chose to ship with a service called Innovations provided by UPS. That is, UPS picks it up and gets it to my city, then hands off to the USPS to deliver it to me. Since March 5th my cup has been sitting at the USPS receiving warehouse. Can’t get anymore updates. When I got the cup, apparently I was charged a dollar for insurance. I had to file a claim and was told that I would be refunded the money. To this day, I’m still waiting for the money to be credited back to my account. Do yourselves a favor and look into other cups out there that are just as good without the terrible wait times and shipping.
Buyer beware!!! I bought 4 Era mugs; I kept one and the other 3 were gifts. My cup arrived with a broken straw, and it took over a month for the company to replace it. I gave my 75 year old mother one of the mugs and she loved it until the top plastic peace broke on the inside while she was washing it. There is a warranty, and I filed a claim a month ago but no response yet. Spend your money elsewhere.
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