Bolufe Enterprises, Inc

Dear D[redacted] On behalf of Fresh Water Systems, I'd like to sincerely apologize for your inconvenience. We have sent you a private email with the credit memo confirmation for your refund, Order Number...

[redacted]. Please allow 3-5 business days for this to be credited to your credit card.   Please contact us if you have any questions. We appreciate your feedback and hope to have the privilege of your business in the future. Sincerely,
[redacted]
Fresh Water Systems

Mr. [redacted],
We've sent you an email detailing that your prepaid shipping label will be sent for you to return your items for a full refund. We apologize for your inconvenience and for falling short with your customer experience. We will learn from this experience and always aim to do our best to help you obtain fresh water. 
Thank you for your feedback.
Sincerely,
Fresh Water Systems

Dear Sir,
You will be mailed a refund check in the amount of $89.99 per your request. Since the original transaction was in 2014 we can no longer refund the credit card that was used to place the order. I apologize for your inconvenience. Please let us know if you have any questions.
Mailing Address:
[redacted] Street[redacted], NY 11236
Thank you,
[redacted], CWS-II
Customer Service Manager
Fresh Water Systems, Inc.

The first item I order arrived broken, the second item I ordered arrived incomplete with parts missing. When the missing part arrived and I Tried the uv light system for the first time I noticed the item was defective and leaked. After contacting FreshWaterSystem they told me to deal with the manufacture and they could not help me. I contacted an attorney, then had a certified letter mailed to them requesting a product that was not defective. Only then were they willing to help me fix the problem they created. Search feshwatersystem dot com review on youtube, check yelp and other sites. Many people have had the same issues with this company.

Complaint ID: [redacted] Customer Name: [redacted]
 
Customer reported defective membrane (filter) and was shipped to manufacturer per warranty direction. Manufacturer tested...

and deemed the product not defective and sent product back to customer with new filters and connection parts. We have documentation from manufacturer validating their involvement and action taken.

Ordered a faucet from them online (on a Friday), and the website added an extra charge for shipping. The order went through Paypal and I saw the added charge. I called the company to ask about the extra charge, and they said that the order wasn't received. So I ordered another faucet with my credit card, with the less expensive shipping. The next day I receive the faucet from Paypal, that they said didn't process. I tried to call and cancel the alternative order, but no one answered the phone (Saturday). I called the following Monday and they said that I would have to pay for the return shipping of the extra one that came, even though it was their mistake that I ordered another faucet.

Mr.[redacted]
I apologize for the backorder delay for your Part# [redacted] 3 PK. We did experience additional delays from the manufacturer that were out of our control. We received information that the items were in route to FWS when they actually were not in yet and this caused us to...

have an incorrect estimated ship date. Your order was shipped on 8/13/14 via FedEx Tracking number [redacted] and delivered on 8/15/14. Again I apologize for the delay you experienced.
 
[redacted] CWS-II
Customer Support Supervisor
Fresh Water Systems, Inc.
864-[redacted] Phone
864-[redacted] Fax
www.freshwatersystems.com

Waited over a month on a part that was expected to take 2-3 days. Calls and emails were hardly ever returned. This company will lie to you and tell you that the parts will be "expedited" to you, but they won't be. I also couldn't even get [redacted] to email me a receipt for the purchase.
Then I decided to give them the benefit of the doubt and order some smaller parts that we needed. While these did ship fast, my order was incomplete and totally incorrect.
The return policy is nothing but a joke. They told me to send them a picture of my items that received and disputed my claim that I didn't receive some of my parts.
Overall a horrible experience. Please do not use this company.

[redacted],
We have since realized the [redacted] filters were defective and this customer was issued a full refund on 3/23/2016 in the amount of $165.37. 
Please let us know if we need to do anything else to clear this one up.
Thank you! Hope you have a great weekend.
[redacted]
Marketing Manager
2[redacted] Rd. [redacted], SC 29615
D: (864) [redacted] | M: (864) [redacted]freshwatersystems.com
freshwatersystems.com

Mr. [redacted]
I apologize for any inconvenience you may have experienced while processing your request to cancel your order [redacted].  This order has been canceled and the credit card authorization has been voided. Please note that you were...

never charged, we do not charge until an order ships.
 
[redacted], CWS-II
Customer Support Supervisor
Fresh Water Systems, Inc.
864-[redacted] Phone
864-[redacted] Fax
www.freshwatersystems.com

Mr. [redacted],
Our tech support and quality control department asked for flow rates and other information which was refused. They then advised you to send in the membrane and they would quality test it here in our facility to determine if it...

was defective. This is common practice on any warranty claim. The manufacturer will not replace these without diagnostic testing. You refused and stated that you would now be reporting us to the Revdex.com. We are very willing to quality test this product and if it is deemed defective we will absolutely replace it. If you would like to complete the warranty process please send the membrane to us direct and note your order number on the address label. See return information below.
FRESH WATER SYSTEMS
QC DEPARTMENT
[redacted] ROAD
GREENVILLE, SC 29607
Thank you,
[redacted]-**
Customer Support Supervisor
Fresh Water Systems, Inc.
864-[redacted] Phone
864-[redacted] Fax
www.freshwatersystems.com

STAY AWAY! This company lacks customer service IN A BIG WAY. 3 day shipping turned into 18 day shipping. When I requested a refund on shipping due to my endless trips to buy drinking water while awaiting filter (have well water not safe to drink) the company said it was my responsibility to get refund from [redacted]. Do they think they are talking to a box of rocks? THEY are the shipper, THEY need to request refund. Fed-X said due to delay they would more than gladly give them a refund IF they filed claim. Maybe they did & just pocketed the money. Who knows. Do yourself a favor. Buy off [redacted] where the sellers actually CARE about feedback & happy customers.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

A very devious company-very unwilling to resolve problems, total failure to issue refunds when they receive their defective product back after issuing me an RGA # for an approved return. Would not recommend ANYONE to shop with them-what a stressful experience, a first & definitely a last time.

I ordered Water Filter cartridges a few years ago via the company web and they arrived promptly and with no error. It's almost time to re-order and I will certainly buy again from this merchant. A+ Rating from me!

Mr. [redacted],
Tahoma; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA">Our goal at Fresh Water Systems is to ship all orders within the same business day that the order was received. We ship close to 400 packages a day and this promise to our customers means we have to move very quickly. Your order was printed in our warehouse, packaged and labeled prior to your contact with customer service.  Once labeled the packages are placed on pallets, shrink wrapped and rolled in to the FedEx trailer.  There really is no way to search for a package once in the trailer without shutting down our process, unload the trailer and go through box by box to find your package.  Therefore our customer service staff has no way to cancel an order once it is in the shipping process.  Several times during the day our computer system post batches which sends the emails out confirming shipping and providing tracking numbers as well as updating the on-line order status information.  This explains why your tracking number stated "label created", this status does not change until FedEx picks up the trailer at the end of the day. It is not our intent to ignore your concerns or request, unfortunately we are unable to stop the shipping process. We have included this information on our website as well, to give our customers beforehand knowledge of our shipping/cancellation policy. I have included a link for you reference. I apologize for any inconvenience this has caused and we will gladly accept this return and help you get the correct filters on order.
https://www.freshwatersystems.com/t-returns.aspx
[redacted], CWS-II
Customer Service Manager
Fresh Water Systems, Inc.
[redacted].com
864-[redacted] Phone
864-[redacted] Fax
www.freshwatersystems.com

Mr. [redacted],
Your Paypal account was refunded in full in the amount of $87.10 on 5/27/16. I apologize for the delay and any inconvenience.
 
[redacted]
Customer Support
Fresh Water Systems
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