Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/11/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order with Embr on 3/19/25 and ultimately returned the items. On 4/4/25 I received a confirmation email advising that my refund had been processed. As of date only $26.96 has been refunded. I have reached out to my bank and they confirmed that only $26.96 has come in as a credit so the remaining $332.99 is still outstanding. I did respond to an email previously sent by Embr Labs to confirm my refund had been received, but they have not responded as of date. They have received their merchandise back and I simply want my money refunded. *** has been communicating with me up until the last email that I responded to.

  Business Response

  Date: 04/14/2025

  Hello,

  Thank you for bringing this to our attention, and were truly sorry for any frustration this delay has caused. We appreciate your patience and the opportunity to clarify the situation.
  
  After reviewing your order, we confirmed that your original purchase was made using Pay with Flex. According to our system, your full refundincluding the remaining $332.99was processed on our end on April 4, 2025. At this point, the refund is pending receipt through your original payment method.
  
  To help expedite the process, we recommend reaching out directly to Flex and your bank, as they may be able to provide more specific insight into the status of the remaining refund.
  
  We understand how important it is to resolve this promptly. If you need any assistance contacting Flex or have any additional questions, please dont hesitate to reach out to us directly at ***********************************************************. Were here to help and committed to seeing this through.
  
  Warm regards,
  Embr Labs

  Customer Answer

  Date: 04/14/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  Zorriana *****

• Initial Complaint

  Date:03/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought an Embr Mug from Target less than a year ago. The charging coaster stopped working about 9 months into the life of the product. The mug is also losing its coating, which is a safety issue.I have owned a few of these over the years, Embr Labs always replaces the mugs if they chip or the coaster stops working. When I reached out to their support this time, they said I have to buy a replacement. The item is still under warranty, and I would like a replacement mug + coaster. These are not cheap and the company is ripping folks off by selling a defective product and forcing them to purchase a replacement/parts when the product fails within the warranty period.

  Business Response

  Date: 03/26/2025

  Hello,

  I believe this is a case of mistaken identity. Embr Labs is the maker of the Embr Wave Heating and Cooling Wearable.

  I believe you are looking to file a complaint about ******************.

  Thank you,

  Embr Labs Team

  Customer Answer

  Date: 03/26/2025

  hello, this is for the embr labs heating mug, not the wearable. I am familiar with the wearable and know what that is (we have one) but this is about the embr labs mug 

  
  Regards,

  *******

   

   

  Business Response

  Date: 03/26/2025

  Hello,

  I understand that your complaint is about the mug, not the wearable.

  Those products are made by two different companies. Embr Labs only makes the wearable.

  ********* (with a second e) makes the mug. Embr Labs does not make or sell a mug, so we are not the right people to contact about this issue.

  I understand the confusion with the similar names, but you will need to register your complaint with ember the mug company.

  Thank you,
  Embr Labs

• Initial Complaint

  Date:02/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The lights are not coming on and this makes it difficult to operate.

  Business Response

  Date: 02/10/2025

  Hi Candy,

  I'm sorry to hear that you're having issues with the lights on your device. I was able to pull up your support ticket in our system, and see that we were in the process of troubleshooting with you. We will happily send you a replacement. Please confirm your address via email and we will get the order placed for you today! We will be able to send you a return label for the malfunctioning device once the replacement ships. 

  Please reach out with any additional concerns, and thank you for working with us!

  Warmly,

  The Embr Labs Team

• Initial Complaint

  Date:08/10/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an embr wave device to help alleviate a medical symptom Ive been struggling with. I dont believe in endless subscriptions so I was happy they had an option to purchase. They had a great return policy as well. I had nothing to lose. Since the product didnt help, and its battery life not satisfactory I followed the return instructions. I contacted them for permission to return, and was promptly given a return label. After a bit of time my return was returned to me with the reason listed as: undeliverable. Property is vacant. I want my money back, and for every customer to know this happened. This is blatant fraud.

  Business Response

  Date: 08/11/2024

  After taking a look at the return in process, there was an error with delivery at the return center. The full refund has now been manually processed for the total of $292.64, $299.00 less the HELLO10 discount used at the time of purchase. We're deeply sorry for any frustration caused by the error and resulting delay. 

  Customer Answer

  Date: 08/12/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************************

   

   

• Initial Complaint

  Date:07/22/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I entered into a subscription agreement for an embr wave device earlier in the year. I was renting it for $20 a month was the agreement with option to cancel at anytime. On 6/10 I emailed to cancel subscription and got quick response that another email would arrive with return label. On 6/19 I emailed to ask why I had not gotten label and was told they were experiencing technical difficulties and were working to resolve the problem. I followed up a couple more times with no response. On 7/3 I was charged $56 from my account so I sent another angry email demanding the label and refund. Was told management was working to address my concerns. I the. Asked for management contact info and an address so I could send device back myself at my own expense. I also asked for explanation of delay and the large charge and received no response. There have been other exchanges of emails with no answers , refund or label. Today I was charged an additional $21 and afterwards sent a label. I requested refund/explanation and was told that refund may be started but only when they had tracking my device was returned. I am refusing to return device until they explain all this and refund the charges incurred after I asked to cancel.

  Business Response

  Date: 07/23/2024

  This cancellation request issue has been escalated to the subscription team. We would like to apologize for the delay and all frustration caused by the technical issues experienced back in mid-June. The subscription team has confirmed that a refund is in process as well as the cancellation, including a return label. 

• Initial Complaint

  Date:07/15/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased two EMBR wave 2 products on June 19th. I requested a return one week later due to being dissatisfied with product/not working. Received a reply and return auth with pre paid shipping label. Returned product via **** next day. Item was returned and then refused by selling company, and item has now been in **** system for two weeks being returned to sender. I have emailed the company via email and customer support contact form on their website multiple times (more than 5) with NO reply as to why package was refused, or clarification or support on my return. Company has no contact phone number.

  Customer Answer

  Date: 07/26/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************************

• Initial Complaint

  Date:12/12/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This order was placed on the wrong card. The card used was a bank card that had been cancelled last year that they had saved on their system or the Shop system they use to process orders. My bank said these businesses pay for a service that **** offers that updates the card number when a card is replaced. This was not approved by me and when you cancel a card it should be inactive. The order was polaced at 10:52 pm EST on a Dec 9 and was immediately cancelled on the order page at 10:55 pm ***** Dec 9. Multiple messages were sent to Embr requesting cancellation and cancel order was clicked on the order confirmation. Someone from Embr reached out to me on Dec 11 with a message verifing I wanted to cancel the order. This delayed the cancellation of the order as I had already made 3 request to cancel in the app and oin the invoice. I responded to this message and later on the evening of 12/11 I received shipping confirmation. They did not cancel the order like requested and I have proof they received the cancellation of the request in plenty of time to cancel and prior to shipping with the email they sent. We now have to wait for the package to be delivered then try and refuse it, wait for it to be returned and then wait up to **** days for a refund. We find this completely unacceptible that your assiciate didn't cancel the order when requested and well withing the cancellation time frame.

  Business Response

  Date: 12/18/2023

  Hi ******,

  After reviewing your order, I can confirm that the order was refunded on December 12. In some cases, because our order system takes a bit longer to sync, the shipment is still sent. All you would need to do with the shipment is, if unopened, write "return to sender" on the box and put it back in the mail. I apologize for any confusion or inconvenience this has caused, but as I mentioned, your order has been refunded. I have included a screenshot for your records. Please let us know if you have any other questions or concerns regarding this order.

  Thank you!

• Initial Complaint

  Date:07/05/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchase the Embr watch and returned within the time frame and not able to receive my refund. I email and the response is stating they dont have my email on file, I email again with a copy of the email and the tracking showing the location and no one there at the business during business hours and they said they will send me a replacement that is not what I requested getting the run around called 3 times no one ever answer it goes to a answer machine. Telephone number ************** and email ********************************** I have my receipt from the post office that I attached. Also other artachments

  Business Response

  Date: 07/05/2023

  Hello, 

  After taking a look at the order and requested refund, I noticed that the email address was entered as *************************** rather than the email that we received correspondence from, **************************** Therefore, our system was not able to locate the order. We were just requesting that information to confirm and look up the order. The refund was stalled due to the shipping tracking number not being scanned as delivered. As of today, July 5, 2023, the order has been manually refunded by our support team. I hope this is helpful!

  Thank you!

• Initial Complaint

  Date:03/15/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have tried 2 waves and none worked for me I switched the first which was rose colored for the black. And was charged an additional $10.00 for what should have been an exchanged of a defective item. I also had to switch up my band because the band that came attached to the wave slips when you sweat. This item is supposed to be geared towards those who sweat, and why is a sweat proof an extra charged? I wanted this item to work so badly I shelled out the $360.00 of my social security check. Because of my, optimism, and prayers that the wave would work for me. My optimism soon crashed and burned when i flashed in the frozen food section of the market on a snowy day and found myself pushing the button on my wave and on my phone app several times in vain and frustration. I was drenched in sweat until i place a bag of frozen peas on my wrist and opening a roll of paper towels to help cool me and to dry my face and neck. I paid for the items , more money I had to dish out.I have sent both the wave and the band back and requested a refund. I received confirmation of return items. I received a letter from ********** for refund amount $ ****** I have received several correspondence from this company containing threats of my not receiving a full refund for the wave and the extra band. I cant believe how they treat customers who with medical conditions that would warrant paying with prayers for relief from suffering. I have to wait two weeks or more for Embr to examine and determine if I damaged the item before initiating my refund . They are selling false hope and making me pay by keeping part of my refund. I received an email offering a better wave. I thought I was getting the best item . I am reporting the indignities I have suffered I in hopes that no one else is treated so unfairly.

  Business Response

  Date: 03/16/2023

  After taking a look at all orders involved in this case, it seems that order ****** was originally placed using a $10 promo code "Well10". Therefore when the exchange for a Black Wave 2 from the Rose **** Wave 2 was made under order ******, and the $10 promo code was not entered or applied during the transaction, a $10 charge was applied. 

  As of 3/16/2023, all orders have been refunded. We received correspondence on 3/15/2023, at which time we further confirmed that all orders have been refunded in their entirety. There are no further funds that we have to refund on our end. 

  Customer Answer

  Date: 03/19/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:01/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought an Embr Wave bracelet back in 11/2022 around the 15th and then returned it on 12/8/22 because it didn't work. It was supposed to help with hot flashes especially at night, it did nothing for me. They were supposed to deduct 4 payments of $79.43 each month. They deducted the first payment in november and then on 12/12/22 they deducted the second payment of $79.42. I called them to let them know that I sent the product back on 12/8/22 and asked for my money back. The first payment I had to fight to get back finally on 12/27/22 but I still haven't gotten my second payment for the $79.42 that was deducted on 12/12/22. The company that is listed on my payment says Sp Aff ********************/** ** Card Purchase. I hope that you can help with this.

  Business Response

  Date: 02/02/2023

  On December 22, 2022, order ****** was fully refunded on the Embr Labs end. The order was originally placed through Affirm, which continues to process the payments even after the refund has been completed on the retailer's side. Once the payment plan contract period is complete, the amount should be refunded through Affirm directly. 

  Once we have processed the refund on our end, the funds are no longer available to us. We would suggest contacting Affirm to check on the status of your refund with relation to the end of your payment plan contract.