FreshwaterSystemsReviews 3,922

I ordered and of course prepaid, for another Polaris UV-2 system. I received instead a product that had nothing to do with what I ordered. I called FreshwaterSystems for a return authorization and was told I had to copy and fax over their request form. I told them I didn't have access to do that. The person stated that there wasn't an alternative to this problem. I had opened the Fedex sent parcel and revealed to her the enclosed item. She took on a completely different attitude when she learned this product was three times the value of what I had ordered and sent me the return instructions immediately to my email. My wife copied it and I attached it to the package and drove to a Fedex Office and sent it off. Freshwater systems now informs me the my original order is on back order it another month. A BIT dissatisfied? Will I order from them again? Hmmm... you be the judge

I have purchased several times over the last several years and have had good experiences. This last time however, was very frustrating. The order we received were two small florescent light bulbs instead of the uv bulbs we ordered. I paid close to 200.00 and waited for my order only to find the wrong product was sent. I then called right after the holiday weekend and was told to take pictures of what I received and send by email. I spoke with Sultana M. And was frustrated with having to take pics and send before anything would be done about correcting my order. However, I understand wanting to find out what happened, as we own two small businesses and that is responsible business practice. Sultana was very apologetic and polite, kind and professional. She is an asset in customer service to your company. However, I did not hear anything back for over 48 hours and therefore contacted Sultana again to see what she had found out. I did not hear back from her but from Katherine Boswell. She emailed to say she apologized for the incorrect order, she was sending me a return label and as soon as I returned the lightbulbs, my order would be shipped out. Her email to me, I feel, did not feel friendly and I was irritated to find after your company had my 200.00, sent me incorrect products, asked me to take pics of the products I received and then only after I returned these products would I get what I had ordered and paid for. In my opinion, Katherine could have been more forthcoming on what had happened, friendlier, more appreciate of the customer. Her email felt terse. I emailed her back about how I felt this was being handled. She "apologized" again and said she was handling this according to company policy. She did offer at that point to contact a supervisor to see if they could do something differently. I think she should have already done that before she emailed me back originally. For better customer service, Katherine could have been friendlier, replied much faster (instead of making me wait for over 48 hours and for me to contact them), and told me my corrected order was on the way, maybe a discount offered as well, as a good faith gesture. I don't believe I want to order again from Freshwater Systems due to this experience. Especially since in researching the bulbs before I ordered, I had found similar bulbs for substantially less money elsewhere.
Again, Sultana represented your company very well but I think Katherine could use more training. Thank you.

The product that was ordered was delivered significantly faster than originally quoted. Very positive experience!

Ordered sediment filters and UV bulbs for my system and my Mother's system. Service people at FWS are always helpful and my order always arrives in good shape.