FreshwaterSystemsReviews 3,922

Anyone I have talked to for my orders has definitely known about the products they carried. If a part was damaged in shipping, it was easy issue to resolve.
Returns are also easy.

I CHOSE FRESHWATERSYSTEMS BECAUSE IT HAD EXCELLANT PRICES... I HAVE TRIED TO BUY REPLACEMENT FILTERS SUPPLY TWICE... I MADE THE 1ST MISTAKE,. COMP. REP MADE THE 2ND MISTAKE. SO I NOW HAVE 2 ORDERS OF OVER $400... SHIPPING FEES OF $40+... AND STILL DON'T HAVE THE REPLACEMENT FILTERS I WANT... W/ALL THE CONFUSION, AS A COURTESY, I DO NOT BELIEVE THAT I SHOULD PAY $40+ IN SHIPPING FEES. I AM VERY DISSATISFIED W/MY EXP. W/FWS'S... I DOUBT I WILL DO BUSINESS W/FWS'S AGAIN.

Their website was easy to navigate around and I recieved my order in a timely manner. I would definetly order from this company again!

I had the NeoPure Ultrafiltration system and ordered replacement filters. I had the system for 2 years with no problem, but the flow reduced to a dribble after 1 1/2 months of replacing the two carbon prefilters. These filters have a recommended life of at least 6 months.

I called and asked if they could be replaced. I was told first that I should replace another filter, the membrane filter that should have lasted a full year. Then I was told that I should replace all the filters and I should add a separate inline prefilter. This made no sense to me and would have been very costly. I asked about replacing the filters that had plainly failed and was refused a warranty claim even though the filters have a 1 year warranty. I was told I needed to submit a water quality report. I asked if they would at least discount the sale price for another set of the carbon filters and waive the shipping cost. I was told no. All they could offer me was "information".

In the end, I had to order replacements at the regular price. The only thing this company would do, after I persisted, was to give me free shipping on the replacements. The replacements incidentally solved the problem. I did not need to replace all the filters or add a separate prefilter.

This company essentially did nothing to rectify my problem except give me incorrect and costly advice. Later, I received a followup call from someone else. I told them how unhappy I was with the way the problem was resolved and was told a supervisor would call me back. I never heard from anyone again.

Incidentally I spoke with a competitor who told me their policy would have been to take back the filters, replace them and return the defective filters to the manufacturer. I was also told that the manufacturer had reported having a problem with filters if the medium was too tightly packed. That was why the competitor felt the burden should not be on the consumer. That kind of response was what I was expecting from Freshwater Systems, but did not get.

I received item timely but after inspection noticed what appeared to be a missing O ring. Called Watts Tech and they assured me that just one side of double union needed the o ring. Called Watts again several months later before install as it did not seem right - same response. Third call after install and leak, finally confirmed - item indeed needs o ring on both sides. Called two local big box store for 126 o ring and they needed dimensions never heard of 126 number. Another call back to same Watts person after all this frustration asking for a full replacement said they would not do that and pushed me back to Fresh Water Systems to get it resolved. Called Scott at FWS and he faintly recalled a similar problem and said he would investigate and call back. Waited 6 hours and called Scott again. Oh yes he had found out that Watts had sent FWS a batch of these without o rings. ( why did he not call me back quicker?) He asked me how many o rings and I asked for two thinking whole unit may need to be disconnected. It took two business days to ship and more than a week later I received ONE O RING (45 cents) to add insult to injury. Watts should have a parts schematic that shows all the parts, their employees were too lazy to make sure they were telling me correct info; when the NEW unit is not complete and installation without o ring may have caused mating surface distortion they should have immediately sent a new item. I was facing a potential $100+ additional Plumber charge let alone having the Plumber tell me "That's what you get for buying stuff on the Internet." After watching the pressure reducing valve leak for a week fortunately I was able to install the o ring myself. (After lucking out at Ace Hardware and finding the 126 o ring -hey Watts tell your customers to try ACE first!) Would you not think that the Manufacturer would be the one to know which parts are needed for their items? What a hassle and Fresh Water Systems gets a C even though I POSSIBLY may have been way ahead had I called them first. All for some FOREIGN manufacturing sloppiness OR Fresh Water Systems employee hocking an O Ring from my item for another customer? Guess I will never know.

I ordered three hard-to-find JACO plastic compression fittings from FreshwaterSystems for use on my swimming pool chlorine generator system. Because one of these items had to be backordered, and, in addition, one was inadvertently omitted from Freshwater's initial shipment to me, I exchanged email communications with their customer support. I found FreshwaterSystems to be extremely responsive to my needs and prompt with communications. I was completely satisfied by their service and will not hesitate to do business with them again.