FreshwaterSystems

I have not installed the product yet so this is not a performance review. I ordered a Puro RO system and an additional set of cartridge refills. All I got was the refills. My order showed has having been completed. When I called, the error was acknowledged. And the RO system itself was sent out and I received it a week later. Given the difference in size, price, weight etc, it seems "sloppy" handling.

Even though the filters I ordered turned out to be on backorder, my credit card was still charged right away. Secondly, the filters shown online were the blue PUR filters, which is what I wanted. When the order arrived, I received the newer everydrop filters (which I had read a number of negative reviews on). There were no problems with packaging or shipping.

I tried steady 4 times to fill out your WEB in order to order part. Your site would not take a different shipping address if other than billing address

It's been several weeks since ordering, and I still don't know when it will arrive.

Got wrong part,

My order was shorted and I had to submit a photo to prove it. All for a dollars worth of material.

I called for the product, payed instantly. When it didnt arrive, I checked the tracking, it was sent to wrong address. That was 2 weeks. I called, there was no hurry up or Im sorry. In fact, they sent me a "no charge" for sending it... again. Oh ya, It arrived 2 weeks later. So you held my money, while I waited through inefficiency. An Im sorry would have been nice..

The two 30" x 30" platforms only had cardboard and straps around 2 sides.

In transit, the exposed ends were all scratched... just what you want to put your brand new AC on... so unnecessary

Unable to order filters or find any support for getting them. There are lots of other suppliers available and willing to work with and FOR the customer...

My RO unit took about a month longer to arrive than stated when I purchased the unit. When I would call to ask about anticipated delivery dates, response from freshwater systems was rather slow.

When we finally received the RO unit, there was some damage on the RO unit from shipping. I immediately let freshwater systems know about the damage but they have yet to rectify the situation one week later. I called freshwater systems to follow up and find out when replacement parts would be delivered, they told me they were looking into this situation and will get back to me with an update. It's been 4 days since this discussion, I still haven't heard back from fresh water systems. Another example of slow response.

The equipment and price is great, customer service/responsiveness needs significant improvement.

Also, when you haven't even shipped the order, it's really jumping the gun to start pestering your customers for a review, at least if you are looking for the review to be positive. Your supply chain and order fulfillment processes need work, and going forward, hold off on asking your customers to review their shopping experience until AFTER they've actually received their order.

Customer care did not process my request for a return and when I finally received it (after 2 extra calls), the whole process took almost two weeks before I could even get the needed information. They were consistently unfriendly.

They waited a week to even process the order. This was after LOTS of auto-generated worthless emails. I suspect an initial non-stock situation causing the delay. This was aggravating. I will now return to my previous supplier. The only good thing to come of this is the very review you are reading now.

The day after I placed the original order which was large enough for me to get
Free shipping, I realized that I forgot to order 1 small part. I called your customer
Service # wanting to revise me order and was told that your company would not
Allow me to do so that I had to place a second order and pay shipping costs for
The 1 very small item I needed to finish the job. I explained the shipping cost
Problem and basically was told too bad. So much for customer service.

Items received faulty. Still waiting on new parts.

Even since I bought the system, it vibrates before the air gap kicks in. I called twice to speak with a tech but was put on hold by a young sounding lady and then the line went dead. I have replaced all of the filters but it still vibrates.
If you wish a better review, please have a tech call me at *******557

I ordered 2 replacement filters for my undersink water filter. I recieved one correct one and one incorrect. Now I have to try and return the incorrect one of a two part filter system. Their site information said that it would specifically fit my system. Only one of two filters did. More work than it is worth. Now I will see how easy their return system is.

One fragile item was broken upon arrival. It was very difficult to reach anyone to arrange for replacement. On hold for a long time, left messages, sent e-mails... It's been a couple of weeks and still not completely resolved.

The delivery took a lot longer than expected. I kept looking for it email just kept saying in process. I didn't like not knowing when it was coming.

Not very good. Big banner for free shipping if you spend so many $ My order was well above this and quoted customer. However after I placed order and you read the fine print their major lines of what they sell are excluded. Lost money on this quote to customer.

Have a watts filter. Called to get smaller wrench needed. One shipped was way too big. Apparently there is two sizes of whole house filters. Measurements were not listed in description. Would have to pay shipping and a restocking charge per represenatve. No help in getting me the right size wrench either. Make sure you know what size you are ordering

I bought a low pressure alarm. It didn't work when I took it out of the box. Called company, filled out paperwork, took photos, and submitted paperwork and photos. Still waiting for a refund or replacement. Haven't been contacted by anyone to tell me they got the email, or as to when I can expect my refund/replacement. Time is money, and they have my money and are taking their time...

I love the design of the Neo-tote. It fits the 20oz glass jars that we use perfectly. The price is right too. I loved it so much I bought a different color for everyone in my family. However the first one out of the bag broke a zipper. And since then, I've broken two more zippers by basically just touching them. Customer support was nice enough to send me another one. But I'm not sure I would buy any more or recommend them because they break so easily. If you could beef up the zipper, it'd be a perfect product.