AquasanaReviews of aquasana.com

Terrible customer service. Terrible product. I paid full price for my system and have had leak issues on and off with every single filter change for almost 3 years. I pre pay for my filters in order to get the best warranty and still have to do all of the work just to get the parts. Every time I call for parts I get the run around and have to go do homework for them in order for them to send me the same parts I already told them I need. That is NOT customer service. Because of this constant issue we have to drink unfiltered well water until the issue is resolved. Because of their homework requirements from me, we will go an additional day without clean drinking water. What a joke. No customer service. Terrible quality of parts

I bought a whole house filtration system with them. Supposedly I was to receive a link to pay for the import taxes since I live in Spain. I never got the link to pay the taxes. Filters were returned to them. That’s what they claim. And now they want to charge me 128 pounds for something I never received. It’s a scheme. Don’t buy anything from them!

Worst customer service. dont even bother with this whole company. So many others doing the same thing. hope they go out of business for their gaslighting, playing dumb and simply terrible.

Every time you change the filters on this thing you have to cross your fingers and hope it doesn't start leaking. If it leaks you have to turn the water off, remove the housing, and mentally prepare yourself to deal with their customer service department. This time I emailed them (auto response says "you can expect a response within three business days") and it took them a week to reply. The reply said to call customer service (pro tip: maybe just say that in the auto response). 45 minutes on the phone with customer service, including a one way video call where I deconstruct the unit to show them the problem. They eventually agree the filter housings need to be replaced again, at my expense. Shipping will take 7-10 business days. Another week or two without filtered water in the house. I could go on, but you get the point. I can't believe this was a Wirecutter recommended product, this is the worst recommendation they've made. @Aquasana - no need for the boiler plate reply here. EDIT - They're using chatGPT to draft these responses. Try pasting my review into your LLM of choice and ask it to draft the response for Aquasana, you'll pretty much get the response I received (down to the signature em dash)

This company is money hungry. The water and RO system are of absolutely poor quality. Your hair will thin and your skin will dry out. They sent me the filter without asking me and I have to pay for the shipping to return it. It's their fault, so why should I pay for the shipping? Customer service is a joke here. Very rude. This is a scam company making money selling poor quality products.

I've had the aquasana under the counter reverse osmosis system for over 10 years. I've had leaks over three different times over those 10 years that has caused damage under my sink. Customer support was rude and they are now charging me money to replace the housings that I thought were included with my water for Life plan. I'm done with this company!!

I 've been using Aquasana shower filter for 6 yrs approximately, never realizing this filtered water may very well be the cause of my hair fall, and super dry skin..It started soon after the first year. I called customer service and they denied their KDF filters components would cause that. Well I suspected, these filters were the reason, and decided to try another company. Also they increased the price of "filter for life" by $20.00 and didn't advise of increase. Customer service is useless...shower head leaks and very hard to unscrew to replace new one. I'm done with them. I did attempt to discuss a solution with their customer service, which was like talking to a wall.

Update: It has now been over 24 hours. Although Aquasana responded quickly to part of this review, they have not responded to my request — made both by email and here — to remove stored payment, billing, or address information from my account. ---- I’ve been a customer for years. One week before this incident, I received a shower water filter replacement shipment with zero duty or brokerage charges. Then my unit broke while changing the filter, so I ordered a $29 replacement part directly from Aquasana. At delivery, I was charged $43.60 in duty and brokerage fees — more than the item itself. Aquasana includes an International Shipping Agreement checkbox, but there is no indication at checkout of the potential magnitude of these charges. Other reviews I’ve read here on Trustpilot report similar frustration with unexpected import fees and limited support when addressing them. When I contacted Aquasana about this, their reply simply cited their standard terms: they stated that any refunded shipment would incur a 25 % restocking fee, any refund would be reduced by the cost of return shipping, and outbound shipping charges are non-refundable. They offered no guidance regarding the disproportionate import fees. Receiving one shipment with no import costs, followed a week later by $43.60 in fees on a $29 item, and then a response that only referenced policy without addressing the disproportionate fees, was extremely disappointing. International customers deserve clear estimates of duties and brokerage charges before completing a purchase, not after. Following this experience, I will not be continuing as a customer. P.S.: A word of caution: While attempting to remove my billing and address info from my account, I learned that there is also no self-service option to remove stored payment, billing, or address information from your account, which raises serious concerns about control over my personal and financial information.