FreshwaterSystemsReviews 3,922

This company is a disaster - they sent me a tracking number the day after my order, the tracking number was invalid, it took them a week to reply to my question and a full two weeks after my order to tell me they would be "shipping the order tomorrow" - I asked them to cancel the order and refund my credit card
Then several days later I received the "new tracking number" I made the "in stock" order on April 25th - today is June 11 and I have no order / no refund and no reply from this nightmare of a company

This was my first transaction with this supplier. They were lowest price on one item and $12 more on the other. One item was correct and I kept it. The second and more expensive item was the wrong part. It was a less expensive model than the one I ordered. The part number on the outside of the box was clearly not what I ordered. The box had been opened and resealed before. It looked like it had been shipped and returned previously.

I called customer service. An RMA was issued and I returned the part the next day. The RMA process was easy. The correct part was no longer available so they agreed to issue a refund when I elected not to pay $500 more for a newer, equivalent part. So, it looked like the issue was behind me and I ordered the part from another company and paid $12 less. I expected that refund to be issued based on my conversation with Freshwater customer service. However, it required 3 more calls 1-2 weeks apart in order to actually get the refund.

The customer service representatives were very nice but each time I called, the refund was to be issued 'today' or 'by the end of the week'. I had to twice turn down an offer to pay $500 more for a current production part. Of course by this time I had already ordered the correct part from another supplier and installed it in my home.

The refund (>$600) was eventually issued and I have resumed doing business with this company. They have a great selection, good product information on the web site and fair pricing.

Was not advised til after order placed that a primary part was on back order; could have been better, but was shipped complete when the part came in.

My order of two 50lb bags of calcite for my well filter was processed quickly and everything arrived well packaged and on time.

I made a typo in my payment info. Called the company on receiving an email notification. Order went through, but the person on the phone neglected to release the order. Called back a few days later, and the person on the phone released the order. I received my order in a few days. Good recovery.