FreshwaterSystems

Multiple issues with shipping, some of which may fall on FedEx, but Freshwater Systems communications and customer service have been woefully lacking/not at all helpful. My package has yet to be delivered and I have yet to hear from a company representative despite requesting to speak with someone 7 days ago.

I ordered 2 filters in the middle of August, you sent me the wrong filters way past the date they were expected. Then you sent only 1 filter and the second filter has a 4 week lead time to come in. Meanwhile my customer is having to wait 2 months to get a filter. Moving forward we will never purchase anything from you again..

I purchased a defective product and call customer service to explain. I shipped back and have made several attempts to get call back from manager ken Smith but appears he too busy to reply vis email or give me a phone call.

Just want to know status of my return.

Bottom line very poor return policy and very poor at responding to their customers.

We were not getting the filtered water flow we usually enjoyed. The expensive RO filter for my Culligan system was plugged and I decided to buy one from Freshwater since the cost was significantly less then my local Culligan dealer. Problem solved and works great!

I purchased a new counter-top filter system. But I am still using my old one/same type. I just installed a new candle in it. Recently bought parts to install the new one
But didn't yet! The new one looks so different I'm sort of afraid to set it up. When I do I'll let you know. At 77 it always takes me so long to try something new.

I emailed the company requesting information on how to return an item that I found out was not needed on my R/O System and to date have not received an answer from them. They could have at least informed me as to whether or not they even take their product back.

Terrible service. Ordered 1.5 week and still didn't get the order. Emailed them and never responded to my email, then i called them to find out the part is not available. Never doing business with this company. I ordered thru Amazon and they will deliver in 2 days with cheaper prices.

I ordered online and paid for shipping. Never received a ship confirmation and no news so finally called them. They said they "lost" the order, that it never came through the system. Several more calls and emails later, and much prompting on my end, they finally shipped it out. The customer service rep offered to refund me the cost for shipping due to the inconvenience but never did.

Normally I have no problems with this company. However, after placing an order of over $160 recently, nothing indicated they were out of stock. Weeks later, I get a notice that they are out of stock. I emailed customer service and he was rude and patronizing. When I called to talk to a live person, she said, "They went out today. Now they are in stock." Poor customer service. Their reason for not having "out of stock" online was a lie. They said they work with many, many vendors. So what? Keep up with what you have in stock or don't. And don't give me some idiotic answer why I have to find out weeks later my item will take another three weeks to get to me.

I've been looking for a spout-less jug for several years. These jugs/jars fit the bill perfectly. I would assume it is a highly sought after item because it was on back order for a while. But once I received them, I totally forgot about the wait time.
Perfect!

I purchased a new exact replacement water storage tank for my RO system. Amazon had them available but several people complained that the tanks they received were heavily dented or damaged. Freshwater Systems had the same tank at very competitive pricing and reasonable shipping cost so I decided to buy from then rather than Amazon and I'm very happy with my decision. The tank I received from Freshwater Systems was well packed and not a scratch or dent on it and I received it quickly. Thank you Freshwater Systems for the excellent customer service and pleasant buying experience.

I ordered a water filter and although we are in the same city, it took a week for the filter to be delivered. When the filter arrived it was defective and it took two separate calls and several emails to resolve the issue. At first, they want me to file a warranty claim with the manufacture rather than just replace the filter. This is wrong on several levels but primarily because the manufacture does not deal directly with the ultimate consumer. Finally, I talked with a representative who simply refunded me my money (shipping excluded). I considered myself lucky and took this offer even though they should have refunded me the shipping as well.

Ordered a water filter for fridge, it took over 3 weeks for the product to arrive. I called a week after the order and was told it was on back-order. That it would be 2 weeks or so before it shipped. No offer of expedited shipping or shipping refund was offered, overall bad experience and will not order from vendor again.

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.

Just moved into older home with osmosis system in place, couldn't find the membrane or 3/8 in line filter until I found your site! Ordering was easy and at my door within five days! I will use your entire replacement kit next time!

No directions included. Called customer service regarding problem I had with leading water and then send in pictures of problem as requested. No answer for 48 hours soI called back. CS Rep was friendly and helpful but promised call back "within an hour" by tech service types never happened. Basically, very little support once they you my money.

When turning on the hot and cold lever there is a noise being emitted that didn't happen before the new filter was put in. Can you tell me why this is now happening? I would appreciate your input. Phyllis Stark *******@aol.com

I order 3x of one single part. I only got one of them correct, the other two were wrong sizes. Called to get one shipped out before Monday. For some reason, "There are zero callers ahead of you and an expected wait time of 0 mins", yet it took them 10 mins to answer my call. Customer service rep had no interest in helping. Had to fight her for a refund. Absolutely ridiculous. As someone who works in the water industry, I will NEVER use or recommend this site to anyone.

Miscommunication on original order only got me one of four pieces correctly. New parts were sent fast-no complaint there. Several weeks have passed with no refund in sight. Better upgrade your services before my next order.

Reasonable prices. Some items back ordered, but that happens. Shipped John Guest stems and elbows instead of swivel right angle adapters, but support said put a stem in an elbow and you have the same part. No problem other than my lack of knowledge. Would be nice if web site showed stock levels and /or estimated backorder times.

FreshwaterSystems has great quality filters available at amazing prices. Other sites wanted more than double for the pre-filter I ordered from FWS. Will order again when we need replacements. Thanks again!

Very good product, no problems, very fast delivery as promised. My only concern was the shipping packing of the product. The shipping box was abused and the taping was sub par. It's great to reuse but should consider making the box a bit smaller by modifying the reuse box. No damage to the contents. Just a thought. I have worked in a warehouse for 4 years and presentation is a plus. Overall will continue to shop and tell f&f where they can get filters. Thank you...

Ordered several parts for freshwater system... one lacked an o-ring as advertised which made the part useless. I emailed the company via the website system and have not heard an answer yet some 2 weeks later. Disappointed and now I must take time during work day to run someone down and complain. SKU 159-15 "O-Ring Assembly 15 mm" Steve