AquaTruReviews of aquatru.com

I really regret purchasing the AquaTru Carafe. I was genuinely excited about this product and expected a reliable, low-maintenance solution. Unfortunately, my experience has been very disappointing. Only a few weeks after purchase, the water developed a bitter taste and I needed a replacement VOC Carbon Filter. After only about 3 months of use, the filter and descaling warning lights appeared, the water flow became extremely slow, and the machine started making unusual noises. I was then informed that because of my local water hardness, the machine may require much more frequent descaling and filter replacements than expected, which creates significantly higher ongoing costs. My biggest concern is that this information has a major impact on the real cost and practicality of owning the product. I wish the potential maintenance requirements for harder water areas had been made much clearer before purchase. A product that requires this level of maintenance and expense after such a short period is not what I expected when investing in a premium water purifier. I also noticed that on AquaTru’s own website I could only see positive customer reviews, and I was unable to find an option to submit my own review or share my experience there. I believe customers should have access to a balanced view, including both positive and negative experiences, before making a purchase decision. I would strongly recommend checking your local water hardness and calculating the true ongoing costs before purchasing. Based on my experience, I would not make the same purchase again.

The water purification is fine, but it seems clear that this company spent as little money as possible on developing the app that must be used with their “smart” products. The purifier is connected to my network and transmitting data daily, but the app is full of errors and will not add my purifier, meaning I can’t check filter status or water usage, making the extra money I spent on a smart unit a complete waste. If you’re considering purchasing a “smart” product from this company, I’d recommend reconsidering or settling for a non-WiFi unit.

Bad design/construction — the water tank is very difficult to put in place, which causes water to leak, and the top lid doesn’t close properly. There is also a lot of wasted water. The water filters are expensive, and some of them need to be replaced after only 6 months. The red lights keep flashing, showing that the filters need to be replaced, even though they have just been replaced and all the buttons have been pressed as advised in the instructions. The glass water carafe broke when I tried to close the lid, and a replacement one is expensive at £40. The water started to smell foul after less than a year, even with newly replaced filters. When I contacted customer service, they asked me to send them close-up photographs twice, with a flashlight, so they could see the valves. They probably thought that I don’t clean the unit and that this was why the water smelled of eggs. Because they couldn’t see anything wrong, they advised me to sanitise the unit, which means I need to buy descaling filters for £25. I think these should be provided for free in a set, since the unit needs to be sanitised and descaled regularly. A complete waste of nearly £500. Customer service also refused to accept the return of the faulty unit. They said that you can only return it if it is unopened and unused within 14 days of receipt. For all these reasons, I do not recommend this product to anyone.

Didn’t want to write this but nearly 2 months and still no sign of my water filters i ordered I get told they’re coming next week constantly but the delivery never arrives I asked either for a partial compensation if they delivery or a full refund if they are unwilling to Aquatru is now holding my own money from me I have bought two water machines and multiple filters and now I am left with a machine that is not usable as I need new filters My advice to Aquatru is to be honest instead of being unethical and lying. Don’t take orders you can’t fulfill

I am deeply disappointed with the company and their service! Three months ago, I purchased an AquaTru water purifier from them. I ordered the first set of replacement filters well in advance so the delivery would arrive on time. It has now been almost a month, and I still haven't received the filters I paid £124.95 for in advance. I have emailed the company multiple times asking about the status of my order, but every week I receive the exact same template email stating they will send it 'next week'. Since the purifier cannot function without a filter change, I am now forced to drink tap and bottled water again. In my last email, I informed them that I would be returning the water purifier, as they are unable to provide the necessary filters that make the unit operational. I haven't received a response since. My trust in this company and the product they sell is completely gone; I would not recommend buying from them to anyone.

#1 - they shipped the wrong item to me, which I had to return and wait on the correct item to be delivered #2 - when I got the classic aquatru it appeared the membrane was defective giving me a TDS reading of over 160ppm. I been doing water filteration for a long time and had RKIN RO system and now WaterDrop RO systems and they always been (after re-minerailization) around 25 to 28ppm. 160ppm was not correct. #3 - Dealing with Customer Service at AquaTru was a nightmare and took tons of my time out of my life. They wanted me to pay to ship the defective item back - which took two calls to get that resolved. I sent the item back then had to make more calls to tell them I did along with the tracking number so I could get my refund (nothing like returning something on amazon!). #4 - finally got reimbursed and will never buy anything from aquatrue again in my life. I bought waterdrop RO countertop system from amazon at $240 which has all the same certifications and after re-mineralization my same TDS reader displays 29ppm on the 4th gallon of water i put through it. on the aquatru classic i ran 7 gallons of water through it and still ready 160ppm. The customer service guy at Aquatru tried to make me believe this was normal - but youtube videos say otherwise (where they demo'd the TDS). If i was not experienced with water, I would be drinking contaminated water if i believed the bad customer service representative. I will never do buisness with AquaTru again, because I don't believe they are True but try to tell you something is not defective and normal when it is NOT.

Bad experience. Basically shouldn’t have bought it. Stopped working after two months. Company said we need to descale it once a month. But the descaling product is not available. And we didn’t sign up for the added expense. See their response (Just for record, living in Chelsea central london.) Thank you for getting in touch, and for the clear detail you have provided about your situation. When both the “Empty & Refill” and “Purifying” lights are illuminated simultaneously and the filtration process stops, this indicates a Maintenance alert. It is important to follow this warning, as it helps prevent clogging of the filters and blockage of the pump. Ignoring this signal may eventually lead to further performance issues with the unit. We checked the water hardness in your area and it's 14.5°dH or 259 ppm. We mention in our user manual that it is recommended not to use AquaTru if your tap water hardness exceeds 171 mg/L, which is approximately 9.5°dH (degrees of hardness) or 171 ppm. However, if your tap water is harder, you can still use AquaTru effectively by performing our descaling procedure with our descaling kit on a monthly basis. This will help prolong the lifespan of both your filters and the device, ensuring you get the best performance from your AquaTru. If your tap water is significantly harder, it may also be beneficial to use a water softener before filtering the water with AquaTru. This additional step helps prevent excessive limescale buildup and optimizes the performance of your system. Given the hardness of your tap water, you might need to replace your filters, especially the RO filter, more frequently due to limescale buildup. The good news is that the RO filter prevented all the contaminants in your tap water from entering your body. Normally, we would recommend descaling the device to resolve this issue and restore your AquaTru to optimal functioning. This can easily be done using our AquaTru Carafe Descaling Kit. Unfortunately, the descaling kit is currently out of stock due to raw material delivery delays and is expected to remain unavailable until the end of July. In the meantime, we recommend trying the following steps: Please check the pins on the back of the unit where the tap tank sits. Press them down gently and make sure they move smoothly, go down when pressed, and spring back up when released. We also recommend starting and stopping the pump a few times: Place the full tap tank onto the base. Let the unit purify for a few seconds. Then remove the glass carafe. Repeat this process approximately 3 to 4 times. This can sometimes help loosen minor blockages or air buildup in the system. If you still experience the same issue after trying these steps, we would recommend waiting until the descaling kit becomes available again, as a full descaling procedure will most likely be necessary. We apologise for the inconvenience and appreciate your patience. If you have any further questions or require additional assistance, please don't hesitate to contact us again. We would be happy to help. Best Regards/ Mit freundlichen Grussen/ Cordialement/ Met vriendelijke groet, AQT logo (3).jpeg Eia Santillan Team AquaTru UK

I strongly recommend that potential customers read this before ordering from AquaTru UK. From march until now July I have not been helped and not got my refund. My AquaTru Classic arrived faulty. It would not switch on and produced a burning smell when first plugged in, so I stopped using it because I was concerned about electrical safety. I contacted AquaTru immediately and followed every troubleshooting instruction they provided. After considerable delay, they gave me their own prepaid Royal Mail return label. I returned the full unit with all components and obtained proof of postage. The parcel was then lost after being accepted by Royal Mail. AquaTru later confirmed in writing that: • I had returned the item using their prepaid label • I had provided valid proof of postage • Royal Mail could not locate the return • AquaTru accepted that my order should be refunded However, they then said they could not issue the refund while a Chase chargeback remained active and repeatedly asked me to close it. Acting in good faith, I requested that Chase close the dispute because AquaTru promised in writing that my refund would be processed immediately once it was closed. Chase has since confirmed that the dispute was fully closed on 9 July and that the merchant was notified on the same day. Despite this, AquaTru continues to state that the chargeback is showing as active in its payment system, and I still have not received my refund. I have sent numerous emails and, at one stage, four or five messages were ignored before I eventually received another response. I have complied with every instruction. AquaTru has the proof of return, has accepted that I am entitled to a refund, and has repeatedly promised to refund me. Yet I remain without both the faulty product and my money. This has been one of the most stressful and disappointing customer-service experiences I have ever had. Based on my experience, I cannot recommend purchasing from AquaTru UK, particularly because of how difficult and drawn-out the refund process has been. The customer service team are delaying the refund. ⚠️ I will update this review fairly if and when AquaTru finally processes my full refund.