BRU Reviews 598

As a backer of the BRÜ tea machine on Kickstarter, I am profoundly disappointed with this product. After an excruciating wait of over five years – the campaign ran from October 1 to November 1, 2019 kickstarter – I finally received the machine, only to find it severely lacking in quality and performance. The campaign promised a revolutionary tea-making experience, but the reality falls far short.

The machine’s construction feels flimsy, and its performance is inconsistent at best. I contributed 135.00 CHF during the initial campaign for the BRÜ+ machine, which was supposed to include all the accessories (but where are the accessories?!). Later, when I saw that several units had already been shipped, I was asked in 2023 to pay an additional 118.00 CHF, with assurances that this extra payment would expedite delivery within a couple of months. Instead, I ended up waiting several more years. Throughout the process, communication was poor and customer support has been equally dismal – my inquiries were met with unhelpful, delayed responses, making the entire experience extremely frustrating.

I have not even opened the machine I received because I intend to return it in its entirety and request a full refund. I had a friend who bought the same machine and tested it, and he is now looking to resell his unit due to the problems he encountered – poor quality components and the same abysmal customer support I experienced.

I strongly advise potential customers to steer clear of BRÜ. The combination of subpar product quality, unacceptable delays, and inadequate customer support reflects a company that fails to deliver on its promises. Save yourself the disappointment and avoid this product. There are much better and far cheaper alternatives out there!

BRU teamaker is very convenient, and arrived as promised by pre-order, happily using for a week

Paid twice still no product.

Also after posting this review was emailed to attempt to remove my review, still no machine after years of waiting but still expected to remove my 1 star review.

Assume there would be considerably more 1 star reviews that have been removed buy convincing emails of worthless promises.

Having backed the initial kickstarter campaign I suppose opinons are already negative.

Having spent hundreds of pounds on the device, then more to cover increased shiping costs. The arriving device was defective. A new device was shiped (though return of the defective device was at my own cost from the UK to Switzerland so yet another £50).

These replacement unit has now also died after only a year of use. To then be told that this unit would have to be shipped to Germany to be repaired at yet another 50 Euros because the backers units were considered "gifts" and thus not eligible for an warantee is incredibly galling.

I am so incredibly disappointed that what when working was a fantastic device, has been ruined by poor customer service, and bad business decision making.

Recommend you look for a more established company that understands that they should take responsibility for defective units.

EDIT (5/11/24): The company have offered to repair the unit at their cost when their UK repair factory is online next year....Whilst this isn't ideal, I can understand the challenges that the company has to deal with and have updated this review on the assumption that this will occur

EDIT (30/7/25): Having spoken with the company, they have cancelled plans to sell and repair devices in the UK, and as such we are largely back to square 1 which a bricked device the company won't repair at their expense, a shipping cost valued at half the value of the machine, and a offer of only a 6 month warantee on the repair

This company went through Kickstarter and Indigogo, got more than a 1000% of their funding goal, and decided to use that money for other personal means. It is simply a fraud.
As of today, almost 3 years after the payment, I still have not received any product, and they are not planning on sending anything, anytime soon. Needless to say, they dont give any refunds as well.
Stay away from them.

Paid for their machine more than 5 years ago - in 2019. Nothing since. I don't live where I used to live 5 years ago, I don't drink tea, and I have no use for a product that they promised to deliver 5 years ago.

Reached out to ask if they would be willing to buy it back from me, at a 50% discount.

Nope, they won't be helping you.

Maybe 5 more years, and I'll see the machine I paid for. Who knows.

Oh, and now they flag my review, to take it down. How wonderful. Perhaps, this is why there are no negative reviews.

PS: was offered a refund if I remove this review. No refund if I do not. Very unpleasant company to deal with - avoid.

The machine is pretty good, I was one of the 'crowdfunders'. Alas this company fails on basic customer service in a big way. The first problem arose when I was sent an EU power cable but live in the UK. They expected me to pay for shipping of the correct power cable! Needless to say I refused and eventually was sent a cable at their expense, not mine. Now my Bru machine has developed a fault. I contacted them and was sent a video of a 'fix' that essentially is useless as it involves having to place a disk in a slot where it floats out as soon as you try to fill the chamber with water. Once the chamber is full, you can't put your hand in to place the disk properly without flooding your worktop with water. I have contacted Bru about this over two weeks ago and they still have not responded. Sadly this is quite a good product with incredibly poor customer service. Buyer beware.
EDIT: Bru state in their response that they had not received any new email from me. They had received two, one asking for help with the problemt, to which they replied with the useless 'fix' mentioned above. I had then asked for further help with the problem so they are simply lying when they say they hadn't heard from me. Further evidence that their customer service is as bad as I said. Since posting my initial review, they responded with another 'fix' that I have not yet tried, which involves leaving the pesky disk out to dry for a while. Note that they have not offered to send me a new disk. As stated earlier, buyer beware. The Bru machine is brilliant if you drink tea, as it delivers boiling water (something that coffee makers fail to do). But it's only good until something goes wrong.

I know a lot about tea, I am a "multicolour" drinker ( black, green, blue, herbal etc..) and I am blown away by this machine. The steeping time and water temperature settings for the different teas make a great cup. It's very easy to use ( the booklet makes setting up the machine easy). The design is great- it looks classy on the kitchen worktop, and it is slimline enough that the machine is not too imposing. I also use it to heat water for coffee. I hadn't thought about the ecological aspect when purchasing this machine_ that I would also be saving money on electricity, as I no longer need to use a kettle. The only disappointment is that the Android app isn't up and running yet; I dream of "pressing the buttons" via Bluetooth and having a cuppa waiting for me when I get back from the beach! I know that this is a young company that has had its' teething problems, but if you are hesitating in buying this machine, don't; it is well worth the money, and the customer service via Whatsapp has been exemplary. Four messages in two days about when the Android app will be working! !So, in short :
- adapts to make a great cup of tea, whether black , green or herbal.
- beautiful aethetic
- compact
-easy to use
- uses less electricity than a kettle
-good customer service
- great fun !

I hope that this review will help you. Drinking tea has always been a comfort thing for me, and this machine is just a joy to use.

Do not do business with BRU.
BRU have consistently refused to send my machine unless I pay them a further fee. All despite them not getting the machine certified for sale in my country despite taking many orders from people here. I can not recommend doing business with this company, they are deceitful and untrustworthy. They do not respond to any attempt at contact via email. I'm assuming they took my money and ran.

This is the third time I've posted this review. They keep having them deleted to hide negative feedback. They don't answer any emails or attempts at communication but have feedback here deleted asap. I've gone through the dispute process with trust pilot and submitted my receipts and proof of purchase but to no avail. I've set up a script to just repost this if it gets taken down.

They keep reporting this review and it keeps getting taken down. At no point has trust pilot asked me to verify my order number or other details, they just do what bru says and remove the review. But the script will just keep reporting it.

Update: this is now getting taken down within a week. Bru must be watching here for negatives and flagging them immediately. Trustpilot, if one of your staff ever wants to reach out I'll happily provide all the info you want so the review will stay up and I can stop this script just constantly reposting this once it's taken down. Technically my date of interaction with BRU is no longer with Trustpilots twelve month limit but that's because they keep taking down the review.

Scammed people,
Instead of complaining to the company directly and leaving bad reviews/ratings with no results after all these years, let's complain to the consumer protection agency with jurisdiction over their business operations.

I've done a little research and this company has violated several articles of consumer law in Switzerland and the EU.

The company operates out of Zurich Switzerland, and even though we all signed agreements with various online platforms, the company has not kept its promise and continues to sell online and benefit from our initial investments.

If we collectively contact the Federal Consumer Affairs Bureau (FCAB) - www. konsum. admin. ch - we can bring attention to the BRU company, and FCAB will most likely open an investigation into their business practices.

Most start-ups that advertise and take donations on Kickstarter, Indiegogo, and PledgeBox will fail to provide you with a reward based on their failure to raise enough capital to produce the product and close the business, rendering the company inoperable (bankrupt).

This is not the case with BRU, which has continued to thrive, expand, and maintain a growth trajectory while offering us empty promises of a product "shipping soon."

Based on my research, at least 3-5 articles of consumer law have been violated.

I am not an attorney so I can not provide legal advice but I asked around… so if you are serious about receiving a product, a refund, or just providing a real headache for Filip and Bogdan of the BRU company, join me in filing complaints.

You waited 3-4 years, so what do you have to lose :)

—————————
UPDATE — in response to BRU:

So you are saying that anyone who "invested" in your company before you started selling products (Kickstarter and Indiegogo days) is NOT considered a customer.

You built your company on the capital (aka money) that you happily accepted from people around the world and continued to prod and poke for more money with the excuse of receiving a BRU tea machine as soon as possible.

You placed your Kickstarter, and Indiegogo "customers" into 2 categories: those willing to fork over more cash and wait maybe 6-12 months for a BRU product; and those who preferred NOT to give you more money because a promise is a promise, and wait years; many, many years!

You continue to "brag" about how successful you are and build a company based on those who believed in you years ago when you were struggling with rejected molds, quirky apps, and failed certifications.

You can't just sweep your past under the rug and ignore the inequities your company is founded on.

As I stated earlier, most companies that abandon their goals go out of business, but not you; you feel privileged to continue making money for yourselves, and you sit there trying hard to justify what you are doing, when you know, deep down inside it's wrong!

You've read the numerous bad reviews here and on other sites that show who you really are.

If you are a successful business, then just issue refunds based on your profits and stop the greed.

4 years...Still waiting....
Gave Bru money on kickstarter over 4 years ago.

I'm still waiting,along with many others, for them to deliver my machine...the one they successfully launched and are selling retail..

So in short...1-star ,would not trust ...at all.

What an experience . Such a great machine and good and fast response. I hope the app will soon be available for ios. My tea tastes so much better when using the Brü machine.

I was informed once the item was back in stock. Then, the delivery was lightning fast (within EU I guess). Now, just waiting for the mobile app!

Excellent
Great Idea & it all works fine

Trustful and always giving feedback to supporters. Showing open cards so the community knows the real progress, where where the issues, what are the possibilities. It was hard for small companies to do manufacturing and be dependent on manufacturing from abroad in the time of covid. The effects of that are still present all around the world.
Also I bought the filter for the machine. Everything works great and ok.

Service is very good. Thanks

Fast response on the support and a quick handling of a spare part on the waranty.

The Bru Tea Maker is a really cool product. I would give 5 stars for the Tea Maker.
I have to take away one star for the advertisement, that the tea maker is available with an app. Just to find out after the purchase that the app is not available at the moment.
And the other star is removed because of the support. My first tea maker was broken, so i had to contact the support, who only responded to my second request a few days ago. And it takes nearly 4 weeks to replace the Bru Maker because the support only answered one time a day.

Buy in 2020... And still waiting for delivery.
They say I have to wait or pay extra hundred of dollars... Wth?
They sell it to anyone paying now but first backer can't have their products??

Note: I do am one of your costumer: Contribution ID
4308
Contribution Date
May 10, 2020

EDIT 2025: They opened in France. But I'm still wainting for my product, 5 years later.

Terrible customer service. Any concerns they ignore you.