The general technical assistance personnel are well versed in general issues. All Freshwater systems personnel are courteous and attentive to your needs. They provide guidance and solutions to get your water system back in order.
It may require some patience to get to speak to the expert technical associates for more complex issues and they are not always prompt to return calls but they are more knowledgeable than than the plumbers who installed the R/O system.
Fair pricing, customer focus and knowledgeable staff make a solid combination for my business.
The packaging of my UV bulbs was not in the expected tubes with bulbs in bubble rap. Instead they encased the bulbs in a spray type foam. The bulbs were difficult to get out of their encapsulating tomb and required great care to remove. Once removed they could not be put back for storage.
In the future I strongly request that Freshwater systems goes back to using the cardboard tubes with bubble wrap protection.
It has been over two weeks since FreshwaterSystems was advised of a missing part in their shipment. I still have not heard from them or seen the missing part appear. Not the kind of service one expects.
My equipment arrived on the day Freshwater said it would. And all three boxes and their contents were in except shape. Now installed the softener is working great and is very simple to operate. Thank you Freshwater.
I returned 2 water filters that you suggested were replacement for my old filter
As it turned out they did not fit. I returned two of the 3 because I opened one.
As per your instructions I returned the filters Re-RMA******* and I haven 't heard from you. I tried numerous times to get in touch with company and they put me on hold ten I get disconnected. I mam giving them a little more time
To see what happens. The rest of the order was fine.
I ordered 3 filters and received one 1. The issue I have is that no one contacted me nor did they follow up with a note or email telling me 1) why they only sent one filter, and 2) when the other 2 would be sent or shipped.
I honestly feel they don't care about me, the customer, nor do the have any quality control In place to ensure exceptional client service.
I have been a Freshwater customer for years. They used to have great prices and fast shipping. Unfortunately that is no longer the case. I placed my order in May for 6 filters and a string filter. Because the string filter was back ordered, I did not receive my order for 2 months. There was no communication provided on the status of my order and in general the customer service was none existent. I will not be ordering anything else from Freshwater.
On a. Reorder via phone, I impressed on her that it has to the same spec. One set of filter s was the wrong size. Equally important to note that they arrived with no packing material and box not fully seated. I called to complain and was supposed to have an RA to ship back the incorrect filter before they will ship the Correct one. In the meantime I cannot change my filtration system.
Since it not an error on my end why should I have to be. Penalized.
I found the pump that matched what was in our motor home, on their web site, and they offered free shipping. Since I wanted 2 day delivery, as we were preparing to leave on a trip, I phoned and the lady was very helpful, and assured me we'd have it on time. The correct pump arrived right on schedule.
I also found that their price was way below what I'd found elsewhere for the same item.
It had everything included to make the installation easy and complete.
What a difference the new pump makes in our house water pressure.
Jim Bracewell
Glen Ellyn, IL
Freshwater Systems has a friendly staff that took real good care of me and my order. I got the products i needed at a great price with reasonable shipping cost. Thanks FWS, i look forward to doing business with you in the future.
I ordered two types of filters for my RO system. It was apparent to me that one set of filters was old stock because of the older style label on them and some of the labels were stained. When I pointed this out to them, I was offered a small credit of $3.00 / affected filter. Still waiting for the credit. Probably will not use them in the future.
Very unhappy with Freshwater Systems and will never use them again. Waited two weeks for someone to return my call after Frank in customer services said someone would get back to me the next day. Called him several times and left messages and never got a return call. They sent me a filter that does not work in my refrig and now they are making me wait while their warranty department deems me worthy of a refund
My chiller stopped working so I removed it and got it recharged. When I went to hook it back up I was less than pleased with the previous installation (by me). Not to mention the filter had not been replaced in years.
So I made up a list of all the bits and pieces I needed as well as a couple of filters and a couple of days later they arrived at my door -- well done!
Ordered simple part. Checked the box that asked if a similar product would be okay. 2 weeks later I had to call them to ask why they were still "processing" my order. Was informed that part was back ordered but they had a different one they could use. I said well then use it! They finally shipped.
Sent us completely different system than we ordered, admitted it was their fault and said they don't carry advertised item, offered us $20 back on a $699 system. We refused their offer and are awaiting a fed ex call back. They would rather take back their item than provide customer service. Do not purchase anything from them!
My order was placed on backorder, was told to expect in a few weeks. Received
Email saying it would take a few more weeks. Did not receive for about an additional 3 months. I understand the company can not control the manufacturer, however maybe there should have been further indicating an updated time of shipment or a reasonable substitute. I don't blame the company except for lack of communication.
FreshwaterSystems provided the product as expected and within a reasonable amount of shipping time. They even used recycled packaging for a shipping container. Eco wise, if not a little unsettling to see the package arrive in a somewhat tattered condition. The product installed easily, however after one day the indicator light on the RO faucet failed to work properly. I'll have to disable the light to stop it from continuously blinking red. Too bad. My old faucet's indicator light never failed to work properly.
This was my first time ordering with this company. The customers service was so efficient and helpful when it came time to order a water filter replacement. They were fast and took care of my order in no time.
I received my filter a few days later without any problems. Will definitely order again in six months.
I found ordering from Freshwater Systems was especially easy online, since it's a repeat order of the filters & O-ring for my family's drinking water. A competitor had failed to put through an order for the same items and left us hanging for several weeks, before I understood they had failed on us. By then, we were desparate and Freshwater Systems got the order to us in just two or three days without extra shipping charges!
My original order was lost in the shuffle of Freshwater changing products, I have been on hold several times for a very long time. I had to call them to find out what happened to my product, they said it was back ordered (really for 3 months) finally I get the product the wrong filters came with it. After the having a professional plumber install it one of the filters came apart so it never created pressure. After taking pictures they wouldn't send me a replacement filter. Bad Company to deal with. I will find another supplier.
Overview
FreshwaterSystems has a rating of 3.2 stars from 3,922 reviews, indicating that most customers are generally satisfied with their purchases. Reviewers satisfied with FreshwaterSystems most frequently mention customer service, good price and fast delivery. FreshwaterSystems ranks 2nd among Water Filter sites.
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- Greenville, South Carolina
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Business History
In 2004, the company relocated its headquarters to Greenville in the verdant Appalachian foothills of South Carolina. Today Fresh Water Systems is one of the largest direct providers of all things related to water treatment and purification, supplying both homeowners and internationally recognized corporations with everything from hard-to-find small filter parts to large-scale purification systems. In 2014, the company moved into a new building with greatly expanded warehouse, call center and office space from where it serves an ever-increasing number of customers throughout the US and internationally.
FWS recognizes that its business centers around water, one of the Earth's most valuable resources, and takes very seriously its commitment to improving its impact on the environment. The company actively promotes and seeks out products that reduce pollution and support global sustainability. In its own operations, it has instituted comprehensive recycling programs throughout its everyday operations.
Company Representative
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- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members