We do apologize for the delay in shipping product As much as we hoped to have a seamless movement of inventory from our old location to the new, there were some snags Some of the smaller parts were mis-located during the move This order actually shipped via US mail on the 10th and was delivered on the 15th Due to our issues we have temporarily removed the same day shipping banner from our site As soon as we are caught up we will put it back Again, our sincere apologies for the delay [redacted] Technical Sales Manager
Dear D [redacted] On behalf of Fresh Water Systems, I'd like to sincerely apologize for your inconvenienceWe have sent you a private email with the credit memo confirmation for your refund, Order Number [redacted] Please allow 3-business days for this to be credited to your credit card Please contact us if you have any questionsWe appreciate your feedback and hope to have the privilege of your business in the futureSincerely, [redacted] Fresh Water Systems
STAY AWAY! This company lacks customer service IN A BIG WAY day shipping turned into 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 *** 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
Ordered a faucet from them online (on a Friday), and the website added an extra charge for shippingThe order went through Paypal and I saw the added chargeI called the company to ask about the extra charge, and they said that the order wasn't receivedSo I ordered another faucet with my credit card, with the less expensive shippingThe next day I receive the faucet from Paypal, that they said didn't processI 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
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 returnWould not recommend ANYONE to shop with them-what a stressful experience, a first & definitely a last time
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint The business did send a prepaid FedEx return label AFTER this complaint had been filed, and after I had informed it of the complaint We have returned the merchandise using the label provided, but have not yet received a refund, although I am certain that the business will take care of it in a timely mannerMy main complaint here was that the merchandise did not properly fit a refrigerator made for the [redacted] water filter, which is how it was advertised on the company's website Installation of the product on this refrigerator also caused a leak in the refrigerator's water system In the last two weeks, we purchased a genuine [redacted] part [redacted] from a different supplier, installed it, and now the water system works properly again, and the leakage problem caused by the Water Sentinel [redacted] filter has ceased The business has in no way taken any responsibility for this problem or the damage it caused, and has treated us, the customer, as if we are out of line for suggesting that their product does not work properly Taking responsibility in writing for the problem and damage would resolve my complaintUnfortunately, the business has lost a repeat customer, and continues to sell the questionable water filters without warning to customers Regards, [redacted]
Complaint ID: [redacted] Customer Name: [redacted] Customer reported defective membrane (filter) and was shipped to manufacturer per warranty directionManufacturer tested and deemed the product not defective and sent product back to customer with new filters and connection partsWe have documentation from manufacturer validating their involvement and action taken
Mr [redacted] , Our tech support and quality control department asked for flow rates and other information which was refusedThey then advised you to send in the membrane and they would quality test it here in our facility to determine if it was defectiveThis is common practice on any warranty claimThe manufacturer will not replace these without diagnostic testingYou refused and stated that you would now be reporting us to the Revdex.comWe are very willing to quality test this product and if it is deemed defective we will absolutely replace itIf you would like to complete the warranty process please send the membrane to us direct and note your order number on the address labelSee return information below FRESH WATER SYSTEMS QC DEPARTMENT [redacted] ROAD GREENVILLE, SC Thank you, [redacted] ***- [redacted] Customer Support Supervisor Fresh Water Systems, Inc 864- [redacted] Phone 864- [redacted] Fax www.freshwatersystems.com
Mr[redacted] I apologize for the backorder delay for your Part# [redacted] PKWe did experience additional delays from the manufacturer that were out of our controlWe 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 dateYour order was shipped on 8/13/via FedEx Tracking number [redacted] and delivered on 8/15/Again I apologize for the delay you experienced [redacted] C Customer Support Supervisor Fresh Water Systems, Inc 864- [redacted] Phone 864- [redacted] Fax www.freshwatersystems.com
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 meAll the items have been packed in the original box as they were when they first arrivedThe box of the replacement shipment ( [redacted] Housing Caps) was never openedBoth will be taken to FedEx today with the labels providedNote: A lot of the teflon tape has been usedThe stainless steel connectors were taken out of their plastic coverings and were washed with light soapy water, and the two of the three were installed for a brief period of timeThe sediment filter was never openedThe housing sumps were cleaned with a new sponge and light soapy water, and new carbon block filters were placed inside with the housing caps screwed on , but the units were not installedFinally, the manufacturer defects mentioned can be found about six inches inside the sump from the topThere is a noticeable bump and a pit on the inner surface of both sumpsThey are minor, but the [redacted] explained to me how they occasionally happenThere was nothing wrong with the teflon tape, and I continued to use it after our exchange of emails yesterday, so if you decide to deduct the cost of the tape from the refund, that would be fineThis was an unfortunate experience for the both of usHopefully, we have both learned something hereFinally, I am truly grateful to the Revdex.com of Upstate South Carolina for providing a way to resolve consumer disputes like this oneRegards, [redacted]
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 refundWe apologize for your inconvenience and for falling short with your customer experienceWe will learn from this experience and always aim to do our best to help you obtain fresh water Thank you for your feedbackSincerely, Fresh Water Systems
The first item I order arrived broken, the second item I ordered arrived incomplete with parts missingWhen the missing part arrived and I Tried the uv light system for the first time I noticed the item was defective and leakedAfter contacting FreshWaterSystem they told me to deal with the manufacture and they could not help meI contacted an attorney, then had a certified letter mailed to them requesting a product that was not defectiveOnly then were they willing to help me fix the problem they createdSearch feshwatersystem dot com review on youtube, check yelp and other sitesMany people have had the same issues with this company
Mr. *** 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 $on 5/27/I apologize for the delay and any inconvenience [redacted] Customer Support Fresh Water Systems class="">
***, We have since realized the [redacted] filters were defective and this customer was issued a full refund on 3/23/in the amount of $ Please let us know if we need to do anything else to clear this one upThank you! Hope you have a great weekend [redacted] Marketing Manager [redacted] Rd [redacted] , SC D: (864) [redacted] | M: (864) [redacted] freshwatersystems.com freshwatersystems.com
Waited over a month on a part that was expected to take 2-daysCalls and emails were hardly ever returnedThis company will lie to you and tell you that the parts will be "expedited" to you, but they won't beI also couldn't even get [redacted] to email me a receipt for the purchaseThen I decided to give them the benefit of the doubt and order some smaller parts that we neededWhile these did ship fast, my order was incomplete and totally incorrectThe return policy is nothing but a jokeThey told me to send them a picture of my items that received and disputed my claim that I didn't receive some of my partsOverall a horrible experiencePlease do not use this company
Dear Sir, You will be mailed a refund check in the amount of $per your requestSince the original transaction was in we can no longer refund the credit card that was used to place the orderI apologize for your inconveniencePlease let us know if you have any questions Mailing Address: [redacted] Street [redacted] , NY Thank you, [redacted] , C Customer Service Manager Fresh Water Systems, Inc
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!
We do apologize for the delay in shipping product As much as we hoped to have a seamless movement of inventory from our old location to the new, there were some snags Some of the smaller parts were mis-located during the move This order actually shipped via US mail on the 10th and was delivered on the 15th Due to our issues we have temporarily removed the same day shipping banner from our site As soon as we are caught up we will put it back Again, our sincere apologies for the delay [redacted] Technical Sales Manager
Dear D [redacted] On behalf of Fresh Water Systems, I'd like to sincerely apologize for your inconvenienceWe have sent you a private email with the credit memo confirmation for your refund, Order Number [redacted] Please allow 3-business days for this to be credited to your credit card Please contact us if you have any questionsWe appreciate your feedback and hope to have the privilege of your business in the futureSincerely, [redacted] Fresh Water Systems
STAY AWAY! This company lacks customer service IN A BIG WAY day shipping turned into 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 *** 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
Ordered a faucet from them online (on a Friday), and the website added an extra charge for shippingThe order went through Paypal and I saw the added chargeI called the company to ask about the extra charge, and they said that the order wasn't receivedSo I ordered another faucet with my credit card, with the less expensive shippingThe next day I receive the faucet from Paypal, that they said didn't processI 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
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 returnWould not recommend ANYONE to shop with them-what a stressful experience, a first & definitely a last time
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint The business did send a prepaid FedEx return label AFTER this complaint had been filed, and after I had informed it of the complaint We have returned the merchandise using the label provided, but have not yet received a refund, although I am certain that the business will take care of it in a timely mannerMy main complaint here was that the merchandise did not properly fit a refrigerator made for the [redacted] water filter, which is how it was advertised on the company's website Installation of the product on this refrigerator also caused a leak in the refrigerator's water system In the last two weeks, we purchased a genuine [redacted] part [redacted] from a different supplier, installed it, and now the water system works properly again, and the leakage problem caused by the Water Sentinel [redacted] filter has ceased The business has in no way taken any responsibility for this problem or the damage it caused, and has treated us, the customer, as if we are out of line for suggesting that their product does not work properly Taking responsibility in writing for the problem and damage would resolve my complaintUnfortunately, the business has lost a repeat customer, and continues to sell the questionable water filters without warning to customers Regards, [redacted]
Complaint ID: [redacted] Customer Name: [redacted] Customer reported defective membrane (filter) and was shipped to manufacturer per warranty directionManufacturer tested and deemed the product not defective and sent product back to customer with new filters and connection partsWe have documentation from manufacturer validating their involvement and action taken
Mr [redacted] , Our tech support and quality control department asked for flow rates and other information which was refusedThey then advised you to send in the membrane and they would quality test it here in our facility to determine if it was defectiveThis is common practice on any warranty claimThe manufacturer will not replace these without diagnostic testingYou refused and stated that you would now be reporting us to the Revdex.comWe are very willing to quality test this product and if it is deemed defective we will absolutely replace itIf you would like to complete the warranty process please send the membrane to us direct and note your order number on the address labelSee return information below FRESH WATER SYSTEMS QC DEPARTMENT [redacted] ROAD GREENVILLE, SC Thank you, [redacted] ***- [redacted] Customer Support Supervisor Fresh Water Systems, Inc 864- [redacted] Phone 864- [redacted] Fax www.freshwatersystems.com
Mr[redacted] I apologize for the backorder delay for your Part# [redacted] PKWe did experience additional delays from the manufacturer that were out of our controlWe 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 dateYour order was shipped on 8/13/via FedEx Tracking number [redacted] and delivered on 8/15/Again I apologize for the delay you experienced [redacted] C Customer Support Supervisor Fresh Water Systems, Inc 864- [redacted] Phone 864- [redacted] Fax www.freshwatersystems.com
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 meAll the items have been packed in the original box as they were when they first arrivedThe box of the replacement shipment ( [redacted] Housing Caps) was never openedBoth will be taken to FedEx today with the labels providedNote: A lot of the teflon tape has been usedThe stainless steel connectors were taken out of their plastic coverings and were washed with light soapy water, and the two of the three were installed for a brief period of timeThe sediment filter was never openedThe housing sumps were cleaned with a new sponge and light soapy water, and new carbon block filters were placed inside with the housing caps screwed on , but the units were not installedFinally, the manufacturer defects mentioned can be found about six inches inside the sump from the topThere is a noticeable bump and a pit on the inner surface of both sumpsThey are minor, but the [redacted] explained to me how they occasionally happenThere was nothing wrong with the teflon tape, and I continued to use it after our exchange of emails yesterday, so if you decide to deduct the cost of the tape from the refund, that would be fineThis was an unfortunate experience for the both of usHopefully, we have both learned something hereFinally, I am truly grateful to the Revdex.com of Upstate South Carolina for providing a way to resolve consumer disputes like this oneRegards, [redacted]
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 refundWe apologize for your inconvenience and for falling short with your customer experienceWe will learn from this experience and always aim to do our best to help you obtain fresh water Thank you for your feedbackSincerely, Fresh Water Systems
The first item I order arrived broken, the second item I ordered arrived incomplete with parts missingWhen the missing part arrived and I Tried the uv light system for the first time I noticed the item was defective and leakedAfter contacting FreshWaterSystem they told me to deal with the manufacture and they could not help meI contacted an attorney, then had a certified letter mailed to them requesting a product that was not defectiveOnly then were they willing to help me fix the problem they createdSearch feshwatersystem dot com review on youtube, check yelp and other sitesMany people have had the same issues with this company
Mr. *** 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 $on 5/27/I apologize for the delay and any inconvenience [redacted] Customer Support Fresh Water Systems class="">
***, We have since realized the [redacted] filters were defective and this customer was issued a full refund on 3/23/in the amount of $ Please let us know if we need to do anything else to clear this one upThank you! Hope you have a great weekend [redacted] Marketing Manager [redacted] Rd [redacted] , SC D: (864) [redacted] | M: (864) [redacted] freshwatersystems.com freshwatersystems.com
Waited over a month on a part that was expected to take 2-daysCalls and emails were hardly ever returnedThis company will lie to you and tell you that the parts will be "expedited" to you, but they won't beI also couldn't even get [redacted] to email me a receipt for the purchaseThen I decided to give them the benefit of the doubt and order some smaller parts that we neededWhile these did ship fast, my order was incomplete and totally incorrectThe return policy is nothing but a jokeThey told me to send them a picture of my items that received and disputed my claim that I didn't receive some of my partsOverall a horrible experiencePlease do not use this company
Dear Sir, You will be mailed a refund check in the amount of $per your requestSince the original transaction was in we can no longer refund the credit card that was used to place the orderI apologize for your inconveniencePlease let us know if you have any questions Mailing Address: [redacted] Street [redacted] , NY Thank you, [redacted] , C Customer Service Manager Fresh Water Systems, Inc
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!