FreshwaterSystemsReviews 3,923

Placed an order for several filters. I did not have the part # for the carbon block house filter handy when asked for the part #. I had to go find the part information and I am almost certain I read the correct filter # because I only had in front of me the label contained part # 32-250-425-20 and would not have even known that 32-250-125-20 existed. When I called to report that I received the wrong filter, I was told that I had given the wrong filter # and therefore would have to pay for the return. I did not contest this at the time but the more I thought about it the more I thought this is not right. Please review the recorded phone transcript (if one was recorded) to verify that I read 32-250-425-20. This is not a big deal- I am glad I found FreshWaterSystems and I will order other filters in the future. I will be mailing the 32-250-125-20 back to FreshWaterSystems.

I ordered a 2-pack fridge filters that did not fit my fridge even though the product description said it did. I emailed their customer support via their website to inform them. Got no response. After 4 days, I sent a reply to the original order email. Then I got responses to both emails the next day. They asked for the product details (that were in the order email which I referenced by order # in my two emails). They should have had these details if they simply looked at the original order. They asked for my fridge model # which was also in my customer service emails. Then said they would send me an RGA label for the return via email. I waited 3 more days for the email with the label. All in all, it took 7 days from the time I sent the first email about the product not working to get the RGA label issued so that I could ship it back. Will never buy from them again.

I had asked some very technical questions regarding the water maker membrane that I was purchasing and the agent that I was talking to did not know the answer. This is not surprising considering the level of detail that I requested, Instead of saying "I don't know", or some other reason why the requested information could not be given, the agent contacted the manufacturer of the membrane and supplied me with very detailed pdfs along with a direct line to a technical support person at the manufacturer if I had additional detailed technical questions. Shipping was painless, it arrived quickly and there were no problems. Totally recommend Freshwater systems and will purchase there again when I upgrade my RO system in the near future.