, , , US
For 3 weeks, I have tried to cancel my shower filter subscription, but every time I call Aquasana, instead of letting me leave a message, their phone just cuts me off, thus Aquasana has made it impossible for me to cancel my subscription. I then tried to cancel in my account where Aquasana tells me to call their customer service, which I already did many times. I also sent Aquasana an email from their website telling them to cancel my subscription and they just ignored my email, will never, ever purchase anything from Aquasana. Eileen F.
They have a canadian site and still charge in usd ! The customs fees were 190$ for a 350usd purchse … Customer services said that i should read the fine prints … never again
I have made multiple purchases from Aquasana, including shower filters, countertop kitchen water filters & most recently 2 clean water system units. Unfortunately, I have had some recent bad experiences with Aquasana. One of my clean water units was not pumping and I called customer service to discuss solutions. The customer service representative did not offer any suggestions and was about ready to order a new unit. Then I asked if it made sense for me to remove the base & try to fix the pump. The representative then told me how he had a similar issue and how he got his clean water to work. So, I did not order the replacement and temporarily fixed my unit using his suggestion. I am disappointed he did not mention that before I was about to order a new unit. Ultimately, my old clean water unit needed to be replaced. I ordered a new unit on Saturday 3/22 and, realizing that the old unit was not properly functioning and we needed the new unit faster than normal shipping, I paid for delivery within 3-6 days. Per the UPS tracking it did not ship until 3/26, 4 days after the order was accepted. When I call customer service and after waiting on hold for over 30 minutes, I was told that since the order was on a Saturday the 3-6 day shipping period would not start until Monday 3/24 and that per Aquasana’s records it shipped on Tuesday 3/5 even though UPS records show it did not leave a Texas location until 3/26. I was then told that if the unit was not received by 3/31 or 4/1, either 9 or 10 days after the order was accepted, I could request a refund for the accelerated shipping cost. This is deceptive customer service and I believe it is unacceptable. Not sure if I can recommend Aquasana or continue to use Aquasana.
My Aquasana whole house system for wells is less than 10 years old and when I called Aquasana to purchase additional o-rings needed to replace the water filters they informed me they no longer stock the o-rings for my system. How is it they have systems in the field less than 10 years old and do not stock consumable parts like o-rings. I was able to find replacements on Amazon. If I was able to find them online why isn't Aquasana stocking them for customers. Very disappointing!!!
like many others here, I wish I had read the reviews before I purchased. this company makes you call them to manage your subscription, and doesn't email you before your subscription ships. this might seem fairly neutral but together these practices are anti-consumer and reflect back to me the values of this business. it's not safe to give this company your money, they will charge you for return shipping, they will not email you about your order you no longer wanted, you will just see the charge come through and even though you call them right away, they will make you pay return shipping in order to return. strongly recommend that you avoid this company.
They do not disclose this, but you are going to pay for BROKERAGE fees (UPS probably) and it's going to cost over a hundred dollars! They don't tell you this so you buy their machine. They also deliberately omit currency in their website so when you buy and see something costs "$115" for example, it's going to be a lot more because it's in USD but they do not clarify. Customer service is not helpful. It's a slimy company. I'm very disappointed and will be looking for a Canadian brand instead.
There are companies who put customers first. Aquasana is not one of them. My under sink RO system developed a leak, and I called customer assistance, who determined the o-rings needed replacing. So, they put in an order to send them (charging me for shipping, even as a "Water For Life" subscription member that is supposed to receive free replacement parts and shipping). One week later living with a leaking unit and nothing. I check and call to learn the o-rings are out of stock. GRRRR. Another phone call and I learn they don't know when they'll be in stock. So, I ask if I can get a sump unit as that is the next best solution. Long story short, it is on order, and yes, they are STILL charging me for shipping. (Order #100329287 in case you're here, Aquasana.) Come on, guys, I have a career in customer service and this was a simple slam-dunk customer case where you could have ended up with a delighted customer vs. one who will never trust you again. You don't empower your agents to offer customer-focused solutions to save a couple of bucks here and there. Penny wise and pound foolish.
If there was a zero star rating that's what I would choose absolutely horrible customer service no customer service made 10 phone calls no answers back emailed no answers to my emails horrible company you will get burned if you buy this product any of their product. This is the same way you reply to everyone once you get called out. Your company is a joke. You don't reply when your product fails, which is ALL THE TIME.
Do not buy from these scammers! I bought the countertop filtration unit. Upon taking it out the box I noticed rattling in the sealed engine section, presumably from pieces that must have broken off in there. I contacted them to report that they had sent a defective unit and could they give me a return label to send it back and then send me a replacement unit. Their response was that I had to pay to ship it back. They refused to acknowledge that the unit is defective, taking zero responsibility and making me pay to send their dud back to them. You can’t make it up!
I don’t seem to be able to give ZERO STARS, shame. Two years ago they took my money for 2 x packs of filters but they never arrived. After TWO YEARS of fighting and discussion, they claimed to have lost all records of the purchase (don’t worry I HAVE NOT lost the records). They suggested that if I buy a whole new system, then they would graciously provide me with 1 x pack of filters and A SMALL GIFT? A SMALL GIFT??? So is this incompetence or is it fraud? I will let Mastercard figure that out. DO NOT USE THIS FIRM. They are so bad that I will use this as a story while having a drink with my mates - but I am not paying them for THAT service.
I have membership in this company. They are constantly changing the prices for replacement filters as they want. And your membership turns more expensive than a regular purchase. Now I caught them again for charging wrong prices. Also, last time they did withdraw money but didn't send one of the items. This customer service is horrible. And no one even apologizes for these actions.
Do not buy this piece of junk .. We installed this purifier in our Florida home in Jan and we left in April When we came back fir Labor Day week end in Sept 2 it was leaking .. ruined our kitchen cabinet and our vacation .. customer service was MIA on the long week end .. what a disgrace🤬🤬🤬🤬 Do NOT BUY THIS Crap..
The company's water for life program is a joke. As soon as you try to get a replacement base unit they want you to show the unit through a video chat. My unit is 7 years if not older, it's made out of plastic and is now leaking. I told them you can't see the leak the unit is all wet and there's water everywhere. Their comments we can be on video for as long as it takes. I canceled my water for life and will be purchasing from another company. I would rather have to replace the unit myself every couple of years then believe that it will be covered because of some bogus program. The companies reply makes no scene.My review is about their water for Life program whereas as long as I have an active membership broken items are supposed to be replaced free of charge. their response is referring to a one-year warranty.
They sent me the wrong filters. They were supposed to be color identified and were not. Not sure what I have but I sent in a review to the company and they sent it back to me saying that it didn't meet their standards. I would have hoped they would have wanted to rectify the problem and give me the right filters. Guess not. i'll be cancelling and switching to a better product.
Bought a whole house water system. Two years in the post filter started leaking. No one carries an airing the size they use. I tried using Teflon tape to slow down the leak and when I turned the water back on the post filter housing exploded. They refused to do anything to help unless I signed up for their filters for life or pay $100 for a new post filter that I would have to contact them for parts support. Their customer support lacks any empathy and might as well have been talking to a computer. Wouldn’t ever use this system again.
ABSOLUTE SCAM. We ordered a whole house well water salt free system based on AQUASANA recommendations. It was the WORST decision and I feel like we got sold a terrible BS filter system. I’m a licensed builder for nearly 25 years and deal with homeowners all the time and I can’t stress enough DO NOT USE Aquasana. The filters are cheap and do not do anything in regards to filtering well water, iron, minerals, and sediments. Sadly I also recommended this to my neighbor and he too is having issues. I’ve contacted Aquasana several times and ZERO help from them. I feel they are more of a scam than anything else. I’ve also have had several water companies out and they also said they REMOVE Aquasana filters since frequently because they fail within months. Coincidently after the 90 day warranty period. If you have any questions about this removed feel free to reach out to me personally.
I was so excited to receive the under sink system as a gift. However, I have had an extremely poor experience with the Aquasana customer support and multiple system failures. After multiple months of long hold times and trial and error fixes that worked for only a few days or weeks I requested a return/refund and was denied due to a 30 day return policy. I would not recommend the system or company to anyone. Look for a different water filtration system elsewhere, Aquasana is not for you.
I needed an o-ring replacement for my pre filter that was leaking I called on a Thursday and was told no charge for the part but had to pay for shipping I opted for 2 day because of the leak I called back on the following Wednesday to check on the status and saw the mailing label was just made and was awaiting USPS pickup Meanwhile I’m emptying buckets of water I was told they were a bit behind because of the July 4 holiday- that was 2 weeks ago! The worst customer service How do I respond to Aquasana?
I've come to understand that I am unable to cancel my contract online. Consequently, I've made multiple attempts to reach out to Aquasana, enduring 30-minute holds each time. It's evident that Aquasana should consider augmenting their staff or refining their cancellation procedures. My time has been squandered on these fruitless calls. As of now, I have not been able to connect with a representative. Added on July 17 This company's behavior is quite perplexing. Despite never answering my calls or emails, they promptly respond to my Trustpilot review. Now, they are requesting my address, phone number, and email here. How peculiar! Please search your inbox and locate my contact details. I reside in San Diego, zip code 92122, and my phone number ends with 9005. I no longer require your services and wish to cancel my subscriptions immediately.
I have been a customer for going on twenty years, what once was good is now bad. Have a 3 stage under sink filter system and the production quality for filters and replacement parts has declined in the past 2 years. First problem was plastic fail flooded floor under sink. Several years ago. Filters have a large fail rate as of the last year or so. Now they sent the wrong length filters. Gone through 3 first stage black filters that fail to send water through the system. Stay away from Aquasana.
