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reply posted Jun-05-2013 
“We are sorry for the wrong parts you received in error. We are also regretful for the delays you experienced in finally receiving the correct parts. Fresh Water Systems strives to supply not only the finest products to our customers, but also to deliver them in a timely and professional manner. We are deeply sorry that you did not see us at our best. Your case has pointed up some areas that we need to improve, and changes are currently taking place to make our selection and delivery process even better. Please accept our apologies.”
reply posted Jan-28-2013 “We certainly did not intend to upset or mislead you are any of our customers in any way. We spend a great deal of time making sure what we say and how we represent the products we sell is accurate and informative.
The customer ordered 4 sets of filters, part number W-250 by American Plumber. This set consists of a carbon block and a granular carbon filter. This set is also labeled and sold as the Culligan D-250, and the Pentek P-250. All manufactured by Pentair Filtration in China. The only difference is the label.
We tried to explain this fact to the customer but they were convinced we were up to something so we sent them a shipping label (our cost) for them to return the product back to us for a refund. This happened a day after their original call to us. When the products were received we issued a credit for everything except for $1.99 shipping cost which we will gladly credit as well. The statement the customer makes that we charged a restock fee is not true. They paid $102.39 total including the $1.99 shipping. They were given a credit of $100.40 within 3 days of our receiving the returned filters. It does take 3 to 5 business days for the credits to appear on account statements.
We celebrate 24 years in business this year and certainly would be out of business by now if our intent was to be unethical, unjustified or dismissive. We try to save our customer's time and money by weeding through some of the subtle nuances of the brand name filter business. Unfortunately some of our customers believe us to be sinister if our answer isn't immediate. We sell over 9,000 different items on-line and as much as we try to train our customer service staff, they are not all as well versed on every item as we would like. When they don't know an answer to a question, we would rather they place the customer on hold to get the right answer than quickly come up with something that may be incorrect. This requires the customer to be on hold for a time.
The customer complains they spent hours, made many calls and had several ruined afternoons. We answered the original call on the 7th of January. We issued a return authorization on the 8th and sent a return label on the 9th. The customer dropped off the package to FedEx on the 14th and we received on the 16th. The credit was processed on the 21st. We are truly sorry if this was a bad experience with us. Our goal is that our customers will want to come back to us for their filtration needs again and again. We do feel that this customer is a bit over zealous in their explanation of the treatment they received from us.”
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![Share](javascript:share_rating({"review_body":"Notice that most of FreshWaterSystems 5-star ratings are posted on the same day, such as Feb-22-2011? Looks like they're trying to artificially boost their ratings. What a scam!<br><br>Anyway, I placed 2 orders with this company and each time they put the wrong parts in the box. Be prepared to wait a long time if you call their "customer service" number. They seem disorganized and slow to respond. I will definitely NOT be be using FWS again!! ","link":"http:\/\/www.resellerratings.com\/store\/FreshWaterSystems\/review\/2949141#comment2949141","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/FreshWaterSystems.jpg","store_name":"FreshWaterSystems","username":"kiwisteve","rating":"1"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"I have to say this company is top notch. After speaking with their sales staff not only did they help find the right system but saved me considerable amounts of money. My local plumber had suggested a filter system that was completely overpriced and oversized for what was needed in my home. The RO system that was recommended and bought from Fresh Water arrived the day after I ordered it, some of the fastest shipping I have ever had only. Not only the does this system work great, but the replacement filters are cheap. I am a very happy customer, and would highly recommend FreshWaterSystems to any of my friends and neighbors.<br><br> ","link":"http:\/\/www.resellerratings.com\/store\/FreshWaterSystems\/review\/2846265#comment2846265","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/FreshWaterSystems.jpg","store_name":"FreshWaterSystems","username":"LeeHH","rating":"5"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"DO NOT ORDER FROM THIS COMPANY. I ordered UV bulb and quartz sleeve for my water sterilization system at 10:30am Wednesday. Website promised same day shipping. I paid extra for Fedex ground service over USPS. Their website said I am in their 1-day delivery zone using this shipping method. According to Fedex tracking, product did not reach them until 7:44pm Thursday--not even close to same day shipping. So it was a day late getting to me. Eh, OK, except that it was so STUPIDLY PACKAGED that the quartz sleeve was broken. I called Saturday morning asking for replacement with expedited shipping. Unhelpful service rep said no way, couldn't ship it out until Monday and would only ship it with same type\/speed of shipping as original. I asked when I could speak with manager; was told 8am Monday. Called 8am Monday; got same service rep. She clearly got up on the right side of the bed that day; said she would "put a rush on it" to get the replacement out. OK, I gave her the benefit of the doubt and didn't speak to manager--yet. Replacement did NOT go out until 1:50pm the FOLLOWING day (Tuesday) and not even through Fedex which is what I paid for. Instead, it was sent USPS regular mail. I finally got my parts 8 days after my order. According to their website, it should have been one day. Spoke with manager. Expressed regret but unwilling to provide any sort of compensation. I understand sometimes shipping is beyond their control, but this whole thing stemmed from how stupidly the original parts were packaged, which is totally in their control.","link":"http:\/\/www.resellerratings.com\/store\/FreshWaterSystems\/review\/2590083#comment2590083","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/FreshWaterSystems.jpg","store_name":"FreshWaterSystems","username":"040166","rating":"1"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"Ordered material on Mon. Agent said it would ship that day. Checked on Tues and it was not sent. Checked Wed morning and wrote email and then called. Agent then said it was sent via USPS and was enroute despite not showing it shipped. Wed night I get an email saying it would arrive on Fri via Fedex. it was shipped after I called on Wed. I wrote another email and still have not heard back from these people. Order taking ws simple. Customer service sucks.","link":"http:\/\/www.resellerratings.com\/store\/FreshWaterSystems\/review\/2565457#comment2565457","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/FreshWaterSystems.jpg","store_name":"FreshWaterSystems","username":"Tjstjs","rating":"2"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"***ORIGINAL COMPLAINT: JAN. 24, 2013, please see FOLLOW UP below***<br><br>Beyond Embarassing...<br><br>This company was totally unjustified and unethical with the delivery of product other than specified by invoice followed by being insistant that they were right. I even got the MANUFACTURER on the phone to resolve the issue and explain that there WAS in fact a difference in parts even though they'd both fit. HOURS, not minutes, HOURS and many calls and several ruined afternoons later they finally refunded after EXTENSIVE, EXTENSIVE struggling. Then, after it was all verbally worked out over the phone including agreement for a FULL REFUND, they only PARTIALLY REFUNDED and charged restocking\/ shipping ANYWAY! Oh yeah, I was P----D! I was grateful to have have a family member help me through the frustration on the last call because I was having a hard time accepting how BLATANTLY dismissive this company was...<br><br>WOW!<br><br>If I had the time to invest I'd write all the details of ACTUAL conversations and contradictions and long holds and more. I just wanted to get it right or refund. They JUST WANTED MY $ NO MATTER WHAT!<br><br>Lastly, if ANYONE from their company reads this, I am sure they won't be surprised I took a little MORE time to say these words...<br><br>Shop Elsewhere...<br><br><br><br><br><br><br><br>***FOLLOW UP IN RESPONSE TO VENDOR'S LENGTHY REBUTTLE JAN. 29, 2013***<br><br>Hum dee dum dum....<br><br>Oh BOOOOYYYY!!! Here we go!<br><br>Let's start with LIE #1...<br><br>I ordered The part you stated (Exhibit A, W-250 *interchangable with Pentek P-250 to spec*, NOT W-250a), indicated by the following link...<br><br>Exhibit A:<br>http:\/\/www.freshwatersystems.com\/p-904-american-plumber-w-250-replacement-filter-set.aspx<br><br><br>But you sent me a DIFFERENT part (Exhibit B) which according to the MANUFACTURER and other reputable retailers is SPECIFICALLY designed for removal of MTBE's (uncommon fuel bi-product which is not a concern of mine) and has a service life of HALF that of the part I ORDERED... <br><br>Exhibit B:<br>Pentek-P250A-Filter-Cartridge-Set<br><br><br>JUST BECAUSE THEY BOTH FIT DOES NOT MAKE THEM THE SAME!!!<br><br>CALL the MANUFACTURER (whose # I got FROM YOUR COMPANY!) like I DID. Interesting how THAT unfolded, too. After I called, hoping it was just a labeling issue as this company claims, I was given the FACTS which I have outlined herein. I even did further searches on other retialers to see that it was NOT a mix up across the board! I then RECONTACTED the accused herein and asked that the customer service representative allow me to 3-Way call the manufacturer and she declined... Imagine THAT! What a joke! Anyway, that's when the verbal agreement for a full refund was given. But, as I stated, THAT became it's OWN battle within the WAR!<br><br>I am sure Fresh Water Systems didn't gain 24 Years of good patronage or whatever he said by dismissing customer's research and spewing conveniently misleading and GROSSLY INNACURATE product info.<br><br>I needn't say more-<br><br>Lying IS unethical, and falsely representing a known product specification is, I would think..... ILLEGAL!!!<br><br>By the way, you withheld $11.26 on your 1st "Full Refund," not $1.99. WANNA SEE THE PAY PAL RECEIPT??? What gives you the right to withhold $.10 considering it was all YOUR mistake anyway?!<br><br>Just face it and DROP it this time. You were wrong. It's simple. I am wrong sometimes, AND IN THOSE CASES I HAVE TO SAY "YEP, I SUCK!" But this time it was YOU! You WERE WRONG, innacurate and even DECEPTIVE from the moment I entered my part # and hit enter on your search window! Then, when I tried MULTIPLE TIMES to settle things politely despite FEELING I was being misled and\/or dismissed with LENGTHY HOLDS and second-hand rhetoric, I FINALLY decided that setting things straight in MY OWN WAY was the ONLY WAY... NOW YOU CAN READ THIS EVERY DAY!!!<br><br>(Cheers and Thanks to resellerratings.com for your help :0)","link":"http:\/\/www.resellerratings.com\/store\/FreshWaterSystems\/review\/2318653#comment2318653","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/FreshWaterSystems.jpg","store_name":"FreshWaterSystems","username":"Cheers:0)","rating":"1"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"We have only placed one order with Freshwater Systems and our experience was just OK. They would have received higher marks if the items we ordered were actually in stock as indicated on their website. We placed the order on 5\/14\/12 and it was shipped on 6\/1\/12 ","link":"http:\/\/www.resellerratings.com\/store\/FreshWaterSystems\/review\/2260591#comment2260591","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/FreshWaterSystems.jpg","store_name":"FreshWaterSystems","username":"reasonable_person","rating":"3"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"This is my second motor. These motors are good quality, but I\u0027m a repeat customer mainly because of your excellent customer support (you may quote me using my full name). Have a great 2013!","link":"http:\/\/www.resellerratings.com\/store\/FreshWaterSystems\/review\/2258873#comment2258873","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/FreshWaterSystems.jpg","store_name":"FreshWaterSystems","username":"Tropfoods","rating":"5"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"On August 23, 2012, I ordered the ARS2000 automatic water distiller with the demand pump. That was on Thursday and I was gone until Tuesday of the following week, when I found a message on my answering machine from freshwater systems stating they had a unit that they had run water through. I don\u0027t recall the exact wording, but they offered me a discount on that machine. Inasmuch is the first-order had already been shipped it was too late for me to take advantage.<br>In setting up the distiller the nut and elbow were missing. My helper said\u0022the threads are stripped\u0022.<br> it was found that the inlet valve had Teflon pipe thread on it showing something had been removed.Numerous phone calls and e-mails to freshwater were ignored. Finally after many local phone calls and chasing, we we found the material needed to hook up the inlet valve.Hooking up the demand pump we found a ding in the hole on the reservoir which made it very difficult to seal so it wouldn\u0027t leak. We also found water in the pump. The pump had been shipped in cardboard that appeared to have been wet and looked like trash. <br>thinking back and considering everything I am wondering what really was shipped. I paid for a new unit???","link":"http:\/\/www.resellerratings.com\/store\/FreshWaterSystems\/review\/1986467#comment1986467","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/FreshWaterSystems.jpg","store_name":"FreshWaterSystems","username":"FJump","rating":"1"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"Order number 364880. Order shipped with practically no packing material and the RO tank had the paint off the top of it because of it beating against its base and other merchandise I had purchased. Called them as soon as I opened it and no one answered. I have emailed them 3 times so far about the problem and they will now answer any emails. If you buy from these people, do not expect any customer service help if something doesn\u0027t go right with the shipment. I will never buy from this place again.","link":"http:\/\/www.resellerratings.com\/store\/FreshWaterSystems\/review\/1881927#comment1881927","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/FreshWaterSystems.jpg","store_name":"FreshWaterSystems","username":"smh264","rating":"1"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"Terrible service!<br>Got a bad water test kit and wanted a refund; got the run around: \u0022need to get the money form the manufacturer first\u0022; giving money back \u0022is not an option\u0022.<br>Placed a dispute through credit card company.<br>Don\u0027t buy from them!","link":"http:\/\/www.resellerratings.com\/store\/FreshWaterSystems\/review\/1840399#comment1840399","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/FreshWaterSystems.jpg","store_name":"FreshWaterSystems","username":"bennyb1","rating":"1"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"I\u0027ve ordered a couple of different items from FreshWaterSystems over the past couple of years. Every time I have received the order in a VERY timely manner. Thanks for offering exactly what I need for my various water filtering appliances!","link":"http:\/\/www.resellerratings.com\/store\/FreshWaterSystems\/review\/1814183#comment1814183","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/FreshWaterSystems.jpg","store_name":"FreshWaterSystems","username":"nridenour","rating":"5"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"So far, the worst company I have ever dealt with, in terms of customer support. <br><br>1: Ordered a back-ordered product, and was not notified of this, for a week. <br>2: Once notified, it said estimated 7-10 days backorder - 3 weeks went by with no update. Called company, and asked for an update, with no response. Called again, and was able to change my order to a different part. <br>3: Receive part, and it does not work properly. File for RMA. <br>4: Several back and forth emails with \u0022Bob\u0022 and I get told it will be a month before I hear anything and that I should place another order in the meantime - Spend more money, and have a chance that they will deny my RMA - Yeah, Okay. <br>5: A month goes by, and I ask for an update with no reply from \u0022Bob\u0022<br>6: I continue to email, and call, with no response. Another Month goes by. Here it is, almost 4 months later, no customer support personnel can update me, Bob, and now John, will not respond to my calls\/emails. <br><br>- I still, do not have a working system. 4 Months later. <br><br>I will be contacting the Manufacture directly, I will also be doing a charge back on my credit card, and filing several more of these reviews, as it appears I am far from the only one with issues with this company. <br><br>They have ZERO care for their customers, and it is downright disrespectful. <br><br>They have some of the best prices around, I won\u0027t disagree with that, but if you get stuck in my situation, you will wish you paid a few extra $$ for the peace of mind, and knowing that you\u0027ll be up and running within half a year. <br><br>","link":"http:\/\/www.resellerratings.com\/store\/FreshWaterSystems\/review\/1794207#comment1794207","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/FreshWaterSystems.jpg","store_name":"FreshWaterSystems","username":"JTitocci","rating":"1"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"THIS IS A SCAM COMPANY i BROUGHT 2 AMANA WATER FILTERS BUT i MADE A MISTAKE WITH THE NUMBERS i WANTED TO EXCHANGE THEM AT MY EXPENSE THEY WILL NOT RETURN MY CALLS3 OF THEM AND 1 EMAIL FRED PAPPAS","link":"http:\/\/www.resellerratings.com\/store\/FreshWaterSystems\/review\/1756904#comment1756904","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/FreshWaterSystems.jpg","store_name":"FreshWaterSystems","username":"FredPappas","rating":"1"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"I purchased a water filter system from FreshWaterSystems.com about 3 years ago, and I come back every 6-12 months to get my replacement filters. Almost everyone in our neighborhood uses them, too. You would be hard pressed to find a better online company. They have the most knowledgeable and courteous sales staff, an easy to use website, and fast shipping. Keep up the great work FreshWaterSystems.com! ","link":"http:\/\/www.resellerratings.com\/store\/FreshWaterSystems\/review\/1751092#comment1751092","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/FreshWaterSystems.jpg","store_name":"FreshWaterSystems","username":"SusanHG","rating":"5"}, "single");){kind=link}
"The fridge filters were exactly as described on the website, and arrived in good time. Even with shipping costs, I was able to get them for a cheaper price than driving around the corner to my Lowes. The website was very refreshing, seemed fairly organized and eye-catching, unlike some filter websites I have used in the past.
Before ordering, I used their Live Chat feature to chat with customer service about the compatibility of my item, and while it took a minute or two waiting in line, they were super helpful. Overall I had no complaints about Fresh Water Systems, and will use them again when it's time to replace my filters again."