Glacial Pure Reviews (%countItem)
Glacial Pure Rating
Address: 9910 Baldwin Pl, El Monte, California, United States, 91731-2204
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Address: 9910 Baldwin Pl, El Monte, California, United States, 91731-2204
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On January 13, 2020 I ordered two (2) filters for my refrigerator. Both filters failed and leaked. No support or response from Glacial Pure at all.
On January 13, 2020 I ordered two (2) filters for my refrigerator. I installed one (1) and it failed around three weeks later and began leaking water all over inside my refrigerator. I replaced it with the second one I purchased and it leaked immediately. I was forced to go to a local big box store and purchase a name brand filter to remedy the problem. After doing so I compared the new filter with the Glacial Pure filters an d discovered a manufacturing issue concerning the undersizing of the water inlet/outlet hole. I contacted Glacial Pure to communicate my concern and ask for a refund. I have never received any response now after two (2) attempts at seeking a refund. In addition, the telephone number just rings without anyone picking up or a recording. This is a terrible way to treat customers and conduct a business. I tried to do the right thing by contacting them repeatedly to resolve the issue but have now been forced to file a formal complaint.
Full Refund of
Dear customer,
We are really sorry we provide our customer a bad shopping experience.
We received our customer's emails that water filter was leaked. We are a Chinese company. We were in our Spring Festival and not able to deal with customers' issues those days. We finally replied to our customer but it is really a late reply.
We sent our customers' two emails to check this issue. We still wait for our customer's response and then we will resolve this issue for him ASAP.
We will continue to improve our service and make sure all our customers getting good service.
Once again, I am very sorry for all the inconvenience we made.
Best regards
Glacial Pure Water Filter
Document Attached***
We receive our customer's response and he choose to get a full refund. I have processed the refund to customer's account and he will receive it soon.
Best regards
Glacial Pure Water Filter
Purchased product was not received, faulty packaging. The company has refused to acknowledge any emails to resolve complaint.
I purchased a package of 3 refrigerator filters from Glacial Pure in January. The packaging they sent the filters in was a plastic bag, very poor idea for a awkward and heavy bag. This bag ripped en route and the contents were lost sans 1 filter. The filter received was damaged, but usable. I emailed the company multiple times (directly, through paypal, through credit card company, and directly again). this company has never once contacted me back with an alternative, nor an apology.
I will accept a variety of resolutions. Replacement of missing filters, or discount on upcoming filters. I would like them to change the packaging, so future filters will not be lost or damaged in the future.
Dear customer and Revdex.com Complaint Department,
We are very sorry we provide our customer an unhappy shopping experience.
We received our customer's email that she purchased 3 filters only receiving 1 and the package was broken. We are a Chinese company. Since we were in our Spring Festival and we were not able to deal with customers' issues those days. We replied to our customer late.
We are contacting our customer and trying to help our customer resolve this issue. We have provided several solutions to our customer. After getting her response, we will take further action to help her resolve this issue.
In addition, we will improve our package quality and shipment service as soon as possible. Such this issue will never happen again.
Once again, I am really sorry for all the inconvenience we made.
Best regards
Glacial Pure Water Filter
Document Attached***
Customer accepts the solution that we resend two new items. The package will be shipped after customer confirming her shipping address.
Best regards
Glacial Pure Water Filter
On January 10th, 2020 I made a purchase from this commerce for refrigerator filters for a total price of USD$32.80. The items have not been received, there is no information in UPS if I enter the tracking number provided, the seller does not respond to any emails sent to their customer care email address or messages via Facebook messenger (which are the service channels provided in their website). To this date there is no information about the purchased items, however the money was withdrawn from my account seconds after the purchase on January 10I had to buy the items from a different vendor which I already received so I no longer need the items originally purchased.
Product_Or_Service: Refrigerator Filter Whirlpool Filter 3
Order_Number:
Other (requires explanation) Refund the price paid in full.
Dear customer and Revdex.com Complaint Department,
I am very sorry we provide you an unhappy shopping experience. I sincerely apologize.
In some reasons, the package has not been deliver successfully.Customer sent us an email and we replied late.Since we are a Chinese company, we were in our Spring Festival holiday.We are not able to deal with customers' emails those days.
We have already resolved this issue for our customer after we back to work. After communication in the live chat, we processed a full refund to our customer.
We will continue to improve our service and prevent such issue happening again.
Once again, I am really sorry for all the inconvenience we made.
Best regards
GPE Customer Support
Hello,
Thank you for your email. I did receive a response from this vendor on February 28 after having contacting them first on January. As to date, I have not received the refund that was promised in their latest response. Considering that there has not been a refund, the answer is not satisfactory.
Best regards
Dear customer and Revdex.com Complaint Department,
Thank you for your message.
As my previous message stated, we contacted our customer in live chat and processed a full refund on Feb 28. According to the information on Asiabill, this refund was processed successfully on Mar 2nd on Asiabill. There I attached a screen shot with the detail of this transaction and refund information. All the information about this transaction is in this screen shot. Please check it.
In general, this refund will be back to customer's account in around 9-16 business days.depending on customer's credit card company.
Dear ***, may I suggest you wait for several days? Please rest assured you will receive this refund successfully.
If you have any problem and need further assistance. Please feel free to contact us, we will give you a quick response to help you.
I hope you receive your refund soon.
Thank you for your kind understanding.
Best regards
Glacial Pure Water Filter