Reverse Osmosis Superstore, L L C

I have worked with RO Superstore for over 2 years. Usually, they are professional, prompt, and helpful. But, my most recent order for a new pump, went from helpful to rude, unprofessional and curt correspondence.
When the pump wouldn’t work correctly, My plumber & I were blamed for incorrect installation. Next, I got a replacement part, yet the pump still had problems. I was spending hundreds of $$$’s with plumbers & contractors to work with me repairing it.
I switched to a second rep who guided me with another solution. I followed the instructions exactly, yet it wouldn’t work. At this point, the conversation went dead. No return calls, avoidance & curt correspondence.
The final curt and all caps response told me I needed to purchase another pump set & return the non-working one at my own expense. No warranty, no professionalism, no concern to maintain me as a long-term customer.
I finally figured out how to fix the pump and was able to find other companies that provide units and parts for much less and professionalism too!
RO Superstore was positive long ago, but is not friendly, professional or helpful anymore... I do NOT recommended this company anymore!

Buyer beware when dealing with Reverse Osmosis Superstore. Customer Service is rude and not helpful. I ordered filters with a 2 Day air shipment as well as included in the shipping instructions to deliver the filters on Monday. I did not want them showing up on Sat when no one was there. ON SATURDAY I received an email stating the package would be delivered on Tuesday. When I mentioned the issue with Tuesday not working the response was "then you should have used next day air not 2 day air" My calendar shows the next day after Friday being Saturday. The day I received a tracking number and the package was being handled. Besides, the shipping instructions which were clearly ignored stated Monday delivery was needed. The positive side, nothing they sell is exclusive to them. I would recommend not buying from Reverse Osmosis Superstore.

Worst return policy. Will never buy from this site again-- they don't stand behind their products. Buyer be ware

I called the Reverse Osmosis Superstore to get clarity of a few product questions before I purchase a system. The man that answered the phone told me "[redacted]" would call me back in 10 minutes. No call was returned. I called again and the same man said he's call "[redacted]" and [redacted] would call me shortly. No call was returned. I called again. The same man answered and I asked if they wanted my business. He asked me, "Is this Jo?" I said yes. He said [redacted] would call me but "it's Friday and a lot of people are getting ready to end their work week. He also said (in a rude tone" I told you he'd call you when he had a chance. I told him he actually told me [redacted] would call me 1st time within 10 minutes, 2nd time ...right back.. At this point I felt this man was not at all interested in me as a customer. I asked for clairification of the company name and he hung up. I wanted the exact company name so I could research and find upper management to complain to.

Review: On 1/26/14 I ordered RO filters with standard deliver (7-10 day), I got the UPS tracking email that a label had been created on 2/3. I called the company on 2/4 to ask when the package would be sent (no response from company).I called again on 2/20 to ask where package was and also sent email. No response to phone message two days later I get a return email stating they never got the phone calls that I left and that the package was damaged in delivery (package never left their office per UPS tracking statement). On 2/22 I advised them to cancel order and not send me the filter. On 2/24 the filter were sent per the shipping label and my credit card was rebilled after I contact my credit card company and had them cancel for not receiving the filters. 2/25 my husband called the company to ask for a return label to return the filter company did not answer phone or call us back. 2/27 I sent a email requesting a return label and credit on credit card. So far no return contact from the company.Desired Settlement: I want them to send me a shipping label so I can return their product that I canceled the order and they need to credit my credit card.I don't want anything to do with business that lie to their customers about shipments being damaged when they don't ship them or don't follow through on calling customers back. They stated they never received calls from us. I can pull phone logs that show we called them (1-888-309-2837).

Business

Response:

This is absolutely wrong that a complaint was filed and that you allowed it to be filed. First of all, this customer had been contacting the wrong company in their communications, we have proven that to them. Second, this customer not only received their water filter order, they also were given a full refund due to UPS having an issue with delivery of their address(although it was still delivered quickly). We bent over backwards to accommodate this customer and then this? We want this removed from the record immediately. We will have our legal team get involved if this matter is not resolved and our A rating not kept intact. We have thousands of transactions each month and a customer that received the filters and a refund cannot do this to harm a company.

[redacted] MBA

ReverseOsmosis.com

1888-309-[redacted]

1

Review: I have found the water filtration system stage 7 on amazon.com. Had additional questions so I called the seller directly at 888-309-2837, was directed to [redacted] who answered all questions and I purchased the system at that time using my credit card. My husband installed the system and it appeared right from the beginning that it was not producing enough of clean water it is supposed to. I called [redacted] on: - May 20, 2014 - [redacted] said that the holding tank should hold little over 2 gallons of clean water and to check the air pressure in the tank. My husband checked it that night and the air pressure was within the range. I called back next day on: - May 21, 2014 - nobody picked up the call, I left voice mail saying that we've purchased stage 7 filtration system and it does not work properly, please call me at 773.936.7393. nobody called back - May 22, 2014 - called again and left message saying that I called previous day in regard to stage 7 filtration system which does not work properly, please call me at 773.[redacted]. - May 27th, 2014 - nobody called me so I called again and left voice mail saying I'm calling for the 3rd time in regard to stage 7 system which does not work properly, please call me at 773.[redacted] - June 4th, 2014 - nobody called back so I called again and left voice mail saying I'm calling for the 4th time in regard to state 7 system which does not work properly, please call me at .... - June 5th, 2014 - I called again, got voice mail but I didn't leave any messages. Nobody has called me back as of today. They had my email address too since they've send me confirmation of purchase order. We have kitchen cabinets door open under the sink so we can watch if anything else happens. My husband noticed one day that the whole system is sweating which gave him an idea that water is being filtrated all the time. He detached a hose that was attached to plumbing which is supposed to get rid of the waste or contaminants in the water and noticed that water is running out non-stop. Like an open faucet. If we had a water meter, our bill would be huge. There isn't enough of clean water as most of it goes down the drain. There isn't any visible damage and we don't want to take things apart as this must have some kind of warranty.Desired Settlement: Refund. I wanted the Reverse Osmosis Superstore to exchange this for a good working system but seeing it everyday not working and them not responding, I do not want to do deal with them in the future at all. Please advise if there is anything else I can do. Thank you.

Business

Response:

The Reverse Osmosis Superstore would like to

respond to the dispute by [redacted]. First, we would like to

point out that we are an award winning company and a company with an A

rating on the Revdex.com. We process and ship thousands of orders each month to

customers across the country without complaint. Our systems are of the

highest quality, and we take pride in them being American made. Our

customer service staff works tirelessly to meet everyone's demands.

In

regards to [redacted], we worked beyond the call of duty for

this customer. From day 1, our customer service reps said she was

extremely hostile and combatant, and they could barely even reason with

her. Most of the time our reps don't remember someone's name due to

having so many calls, but with this particular customer, they remembered

the name quickly. Our systems are quite easy to install and come with

great directions. However, if someone is struggling to install a system,

we strongly recommend hiring a plumber to install it.

Our

call logs show that we spoke with her 4 separate times helping her with

the installation of her system. The reps stated to me that it was

extremely difficult to help her because of her attitude and she wasn't

listening to our advice. It is the responsibility of the customer to

install the system, we are a wholesale company that sells and ships out

the best equipment, but we are not on site to install the system in

their home. During the last call, we recommended hiring a plumber to

complete the install, but we did note that it seemed the install was

complete, because she stated the system was making water.

After

the 4th phone call with her, we never heard back and no calls were

logged from her into our system. A month later, we receive this dispute

with the Revdex.com. In this dispute from [redacted], the information is

quite inaccurate and false, and our attorneys believe it is legally

slanderous and defamatory. After receiving this report, we decided to go

even one step further in trying to help her, and we had our

manufacturer rep, [redacted], give her a call to try and remedy any

unsolved issues. He spoke with her on 3 occasions and clearly stated to

us that her system was making water and working quite well. He said that

if there was any issue, that it was due to her water supply needing

more pressure from her city water company, but that the system was

producing great water, but she thought it should have been producing

more. Our manufacturer rep indicates the system is in great working

order and the problem resolved, and even offered to further assist her

if need be.

We then thought Miss [redacted] would remove the

dispute or close it, we gave her a week to do so, and she still did not

remove the false dispute. At this time, we have turned it over to our

legal team to handle the matter, as we have gone above and beyond as a

company to satisfy [redacted] as a customer.

Thank you,