R D.
Not Customer Focused and it Leaks!
There are companies who put customers first. Aquasana is not one of them. My under sink RO system developed a leak, and I called customer assistance, who determined the o-rings needed replacing. So, they put in an order to send them (charging me for shipping, even as a "Water For Life" subscription member that is supposed to receive free replacement parts and shipping). One week later living with a leaking unit and nothing. I check and call to learn the o-rings are out of stock. GRRRR. Another phone call and I learn they don't know when they'll be in stock. So, I ask if I can get a sump unit as that is the next best solution. Long story short, it is on order, and yes, they are STILL charging me for shipping. (Order #100329287 in case you're here, Aquasana.) Come on, guys, I have a career in customer service and this was a simple slam-dunk customer case where you could have ended up with a delighted customer vs. one who will never trust you again. You don't empower your agents to offer customer-focused solutions to save a couple of bucks here and there. Penny wise and pound foolish.
Response from AquasanaFeb 3, 2025
Thank you for reaching out to us, and we are sorry to hear that you're upset regarding the shipping fee for your warranty order. We completely understand how frustrating this situation must be, and we appreciate the opportunity to explain. While we always strive to provide the best possible service to our customers, our shipping fee on warranty orders has been a part of our policy for quite some time. The policy states "Part(s) claimed to be defective or any expense incurred to remedy any defect in the product. Such charges may include, but are not necessarily limited to: All freight, shipping, handling and delivery costs of forwarding a new water filter or replacement part(s) to the owner." Unfortunately, we are unable to waive the fee, as it helps us cover the costs of handling and shipping the replacement item. We value your business, and we are here to assist with any other questions or concerns you may have regarding your warranty. If there’s anything else we can do to help make this process smoother for you, please don’t hesitate to let us know. Thank you for your understanding, and we look forward to resolving this matter to your satisfaction.