At Aquasana, we believe clean water and a healthy environment are the most important components of healthy living and overall well-being. Our sole focus is providing best-in-class water filtration products so every home can enjoy great-tasting, healthy water.
Aquasana (aquasana.com) has 169 customer reviews on Five Star Index, with an average rating of 1.5 out of 5.
Also known as
aquasana.com
Website
aquasana.com
Category
Industrial Supplies
Listed on Five Star Index
2026
About these reviews
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The company replied to 72% of reviews.
Latest
Most recent review: October 2026.
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Horrible company. Couldn't modify or cancel my order even though I made a mistake. Will never ever order from them again. They refused to cancel it even though it hadnt been shipped yet and I wanted to cancel immediatly after order
Response from AquasanaJun 24, 2025
Thank you for bringing this to our attention. It’s important to us that our customers are more than satisfied and we would like the opportunity to resolve this issue immediately.
If you’re open to discussing your experience further, please message us, and we will work to provide a resolution soon. You may also contact us directly at 866-662-6885 Option 1, Monday through Friday from 8 am-5:30 pm CST, or email us at [email protected].
NC
Nick C.
Long delivery time, confusing part #'s, terrible return policy
Bought house with Aquasana water filtration. Looked at info left with house and ordered replacement filters to part # on booklet. Well, so i thought. Aquasana in their infinite wisdom (not) has same part # with addition of the"+" symbol. 2 weeks to receive (could have had next day on amazon) Filters way smaller than needed. Contacted Aquasana and was told could return for refund. Thought I would get return label...nope! Just address and return #. Went to UPS and $16 bucks later they hopefully receive and refund my purchase money. Of course out the 16 bucks!
Response from AquasanaJun 13, 2025
We understand your concern. This Aquasana Refunds and Returns Policy ("Policy") applies to factory-direct purchases of Aquasana products made by consumers from Aquasana, Inc. ("Aquasana"). By purchasing any product from Aquasana you agree to this Policy. At this time, we’re unable to locate your account or order details based on the information provided. To assist you as quickly as possible, could you please share one or more of the following:
Your full name (as used on the order)
Order number
Email address associated with the purchase
Shipping address
Once we have this information, we’ll be able to look into the status of your refund right away.
MS
Markos S.
They charge you no matter what 25% restocking fees
They did not ship the order from canadian warehouse and as a result I had to pay customs to the border to get it shipped to canada. They told me they will ship the next order from canada and that's not my problem I should not pay customs if they shipped it from Canada. And on top of that they told me if I dont accept the order they will charge me 25% restocking fee. They policy is hidden and they should not charge 25% fee when they can easily ship from the canadian warehouse and avoid extra customs for the customers.
Update: based on the company's response its not the first time I'm buying the filters and I indeed signed up for the subscription so the finters should be sent from canada.
New Update November 2025: after all this trouble and they assured me the subscriptions are all cancelled , instead they did not cancel it and I got charged again and they shipped filters again. If no resolution in 7days I will escalate further to Federal Trade Commission(FTC) , Bureau of consumer protection and the consumer financial protection bureau (cfpb).
Response from AquasanaJun 11, 2025
Thank you for reaching out. We understand your frustration regarding the shipping origin of your recent order, and we sincerely apologize for any confusion or inconvenience this has caused.
To clarify, only orders placed through our auto-subscription program are shipped from our Canadian warehouse. All one-time purchases made through our website are fulfilled from our U.S. facility. During checkout, there is a required checkbox agreement to proceed with the order, which outlines the potential for additional taxes, duties, and international shipping.
We strive to make our policies as transparent as possible, and our Shipping, Returns, and Refunds Policy—available on our website—details this information, including the 25% restocking fee for returned items.
We genuinely value your business and appreciate your feedback. While we are unable to change the fulfillment process for one-time orders, we’d be happy to keep you enroll in our auto-subscription program to ensure future shipments come from within Canada.
Please let us know if you’d like assistance with that or if there's anything else we can do to help.
RP
Rosa P.
WORST COMPANY IN THE WORLD!!
WORST COMPANY IN THE WORLD!!! I used to get the water filters from them delivered to my home. They are in Texas and I am in California. Everytime I needed new filters, they would take about 4 weeks to get to my house! ENOUGH so I started ordering them on amazon to get them the next day. Now one of the filter holder containers cracked and ONLY THEY have them, so I had to order it from them UNFORTUNATELY!! I told them they take too long to ship. She told me to pay for expedited shipping and so I agreed to that to get them sooner. It's been a week nothing! I called them today to tell them that I can't leave the water on as the container is leaking, I can't ice, I can't drink water, WHERE ARE THE CONTAINERS, he didn't seem to know or give a crap that I had a flood in the house. DO YOURSELF A FAVOR DO NOT ORDER ANYTHING FROM THIS COMPANY. HORRIBLE HORRIBLE NON CARING EMPLOYEES, I WISHED I COULD HAVE CANCELEED THE ORDER AND i WOULD FIND ANOTHER WATER COMPANY SOURCE, AS YOU SEE FROM THE OTHER REVIEWS, THIS COMPANY SCORES A MINUS ZERO FOR CUSTOMER SERVICE.
Response from AquasanaJun 4, 2025
Thank you for reaching out, and we are truly sorry to hear about your experience with the shipping delay. We completely understand how frustrating this must be, and we want to do everything we can to make it right.
At this time, we’re unable to locate your account or order details based on the information provided. To assist you as quickly as possible, could you please share one or more of the following:
Your full name (as used on the order)
Order number
Email address associated with the purchase
Shipping address
Once we have this information, we’ll be able to look into the matter right away and provide a resolution.
We appreciate your patience and look forward to resolving this for you.
JD
James D.
Constant Leaks
Had the whole house system since 2018 and had to replace the system twice. The filters always leak between the tanks. First time, they replaced the filter and then one year later one of the filters leaked exactly in the same place. This time they wouldn't replace it because they said it was sun damage. Hard to believe since it isnt in the sun. What they were looking at is the filter medium leaking out between the tanks. I recommended this system to all of my neighbors and 5 of them bought it. Now they are having the same issue. If you are going to pay this much get a better built system.
Response from AquasanaJun 3, 2025
Thank you for reaching out and sharing your concerns. We understand your frustration regarding the recent decision not to replace the component under warranty, and we sincerely apologize for any inconvenience this has caused.
Please know that we have resubmitted your case to a supervisor for further review. They will be reaching out to you directly to discuss the matter in more detail and ensure all aspects of your situation are thoroughly considered.
We truly value your business and appreciate your patience as we work to resolve this issue. If you have any additional information or documentation you’d like us to include in the case review, feel free to reply.
DY
David Y.
Buyer Be Cautious
Don't get suckered in with the "Salt-Free Conditioner" slogan. This product does not remove calcium or magnesium and therefore lime scale clogs and water spots still exist. Tried it only to hate the way the water felt in the shower. They would not honor any kind of return so I had to take the loss and go with a true softening system. Granted, they don't call it a softener, but comparing to a salt system is purely false advertising.
Response from AquasanaMay 20, 2025
Thank you for reaching out. We understand your frustration, and we appreciate the opportunity to clarify a few points regarding your recent purchase.
Please note that our company cannot provide support or warranty coverage for products purchased through third-party sellers such as those on eBay, as we cannot verify the condition, authenticity, or handling of the product prior to your receipt. For full support and warranty coverage, we always recommend purchasing directly through our authorized retailers or our official website.
Additionally, we want to clarify that our AST system is designed specifically to help reduce scale buildup in plumbing and appliances. It is not a water softener and does not remove hardness minerals from the water. As such, we do not make any claims that it will soften water.
We truly value your interest in our products, and we’re happy to help guide you toward the right solution for your water treatment needs. If you have any further questions or need product recommendations that align with your goals, please don’t hesitate to reach out.
JW
Jim W.
I prepaid for the filter system and the installation but it was not installed correctly and does not work.
I prepaid for the filter system and the installation. During the installation, the plumber said "we only install this on the hot water side." I asked them why that was and he said it would cost an additional $1100 dollars to include the whole water system. (This was in addition to the $800 I had paid for installation.) I told him I had never heard of such a thing and he told me I obviously didn't know plumbing or construction.
I called Aquasana 7 times and was told twice that a supervisor would return my call. Nobody returned my call so I stopped payment on the replacement filters and they called to get a new payment method. When I told them I was not getting an answer and I was getting white minerals out of the water system I was again told a Supervisor would contact me.
I sent an email to customer service and requested the legal department contact me as I was going to file a small claims case against Aquasana and the installer.
On 5-20-25, The installing plumber (Rebel Plumbing) came out to the house and explained that the hook-up isolates the kitchen sink but the rest of the house was plumbed properly. He did have to switch two of the tanks but other than that, the problem was solved. The response from Rebel plumbing was quick and resolved my complaint.
Response from AquasanaMay 15, 2025
Hello Jim! Thank you for reaching out and sharing your concerns. We are very sorry to hear about your recent experience and can understand how frustrating it must have been to feel like your concerns weren’t being addressed.
After a thorough review of our records, we were unable to locate any previous calls or emails requesting to speak with a supervisor—aside from your recent request to cancel your Water for Life subscription. We also did not receive any communications requesting contact from our legal department. That said, we absolutely want to make things right and are here to assist you in resolving this matter.
We would appreciate the opportunity to speak with you directly so we can better understand the situation and work toward a resolution. Please feel free to contact us at 866-662-6885, option 1 or respond to this email with a convenient time and number for us to reach you.
We value your business and hope to restore your trust in our service.
MI
Mike
If I could give them 0 stars I would
If I could give them 0 stars I would. I ordered a direct connect filter system for my sink. When it arrived there was an additional charge for filter of >50% because it as being shipped to Canada. Buyer be ware. There is also a restocking fee of 25% if you reject the delivery. They have a 100% satisfaction guarantee - but then you have to accept the delivery, pay the duties and taxes and brokerage and then you have to pay to ship it back if you don't like it. Read the small print. Updated 06/09/2025 - Now that the system is fully returned I can share that the total cost to me was $120 after restocking fee, and return shipping. So, I paid $160 and was refunded $40 after returning the product. I wish I had done my research better - I hope trustpilot readers can benefit from my experience.
Response from AquasanaMay 13, 2025
Thank you for your review. We understand this can be frustrating. During the checkout process on our website, there was a checkbox that required acknowledgment of our policy regarding potential additional charges. This included sales taxes, customs duties, and handling or brokerage fees that may be applied by postal authorities after the point of purchase, which are beyond our control. By checking this box, customers agree that they understand these additional fees may apply upon delivery, depending on their location and the regulations of the destination country. We apologize for any confusion, and we are here to help if you have further questions or need assistance with any aspect of the order.
The 25% restocking fee is a part of Aquasana Shipping, Returns, and Refunds Policy, which can be found on our website. We have also attached below the link for this policy. We understand this may not be the answer you were looking for and we do sincerely apologize. Feel free to reach back out to us if you need to. https://www.aquasana.com/refunds-and-returns.html
