Hi Peter, can you expand on getting sent the wrong filters? I can try to help here with any questions, though you would have to email [email protected] for shipping filters to you. If you'd like to try reaching out to customer service again, please include the word "agent", your order number, and a short description of the issue. I'm sorry that our customer service did not do all they absolutely should have when you first contacted us. I also apologize for the late reply to your feedback. We are just now getting involved with Trustpilot.
SM
Steve M.
Brilliant Product but Forget Trying to get it the UK
I've been using these filters for a number of years now and they are fantastic. A single filter lasts 6 months with UK tap water. Replacement filters used to be readily available direct from Epic's UK website except now if you try and order to a UK address, you just get told they can't ship there. Their customer service is useless - I got replies varying from "it could be because the filters are not in stock" to "sign up for our affiliate program" which does not make them available either. A simple question of "can I or can I not order a replacement filter from you to the UK" goes unanswered.
If US demand is so high that they don't need to worry about the rest of the world, fine, but make it clear. Don't just leave them showing as 'in stock and ready to ship' to us UK customers when they aren't.
Response from epicwaterfilters.comOct 5, 2026
Hi Steve, I'm so sorry that our customer service was so unhelpful during this time and that we didn't do better to make sure our UK distributor kept filters in stock as they should have. We now work very closely with our current UK distributor to make sure they keep things in stock and are a proper reflection of our company. The difficulties we had with our distributor should have been communicated better and should have never affected our customers the way they did. Thank you so much for the kind words about our filters, which we've worked hard to make sure are the best they can be. I'm so sorry this was your experience with trying to get replacements and help.
TG
Tom G.
Terrible service
Terrible service. They cant keep product in stock. When they claim to have product in stock, they will take your money, charge way more than they should for shipping, and then continue to say "your order is packed and should ship soon", which I have been told for over 2 weeks. This is the only forum I found to leave a review, so Im sure they have a lot of unhappy clients like me. This would be my 3rd purchase (pitcher, replacement filters, and now dispenser) from this company. Had I known their service was going to be so bad, I never would have made a purchase from them.
Response from epicwaterfilters.comOct 5, 2026
Hi Tom, I'm so sorry you had this experience with us. We have since refined this process, though it should have never happened in the first place, with a product sitting unshipped for over two whole weeks! We offer reviewing on our website and on Amazon if you end up purchasing through our Amazon shop. Despite there being absolutely no excuse for such a major delay in the shipment of your product, did we end up resolving this for you at the time?
SO
Sophie
Scam
What’s the point in selling a filter bottle but no replacement filters? They have been out of stock on both the UK and US website for at least 6 months. I also went to the US and checked in stores but they’re not sold anywhere. This is a massive scam. Also my bottle randomly leaks when it is seemingly sealed as tight as it gets.
Response from epicwaterfilters.comOct 5, 2026
Hi, I know we had issues with our UK distributor at this time that our customers should have never been subjected to. You should have never had to deal with these issues. I apologize for the late reply, as we are just getting involved with this platform, but if we did not help you with your bottle leaking at the time, please still reach out to [email protected] so we can help now. Please include the word "agent", your order number, and a short description of the issue to help speed up a response.
We now work very closely with our current UK distributor, as they are a reflection of us. Stocking replacement filters is so important and something our customers rely on, and we should have been much more diligent about this. In the U.S., we have fixed these stocking issues and have not had anything close to a six-month period with our replacement filters being out of stock. I sadly don't have enough information to speak on exactly what was happening with UK inventory at this time. I'm sorry about your experience with us and that we let you down like this!
WS
Wayne S.
You can’t get replacement filters
The water bottle is amazing, keeps water cold all day even when it’s in a hot vehicle by a window. Only thing that lets them down is the supply of filters for these. UK don’t have stock and won’t say when they will. USA has stock but won’t deliver to the UK
Response from epicwaterfilters.comOct 5, 2026
So glad you have been enjoying your water bottle! And I'm so sorry about the difficulty we had with our UK distributor during this time not keeping up with having bottle replacement filters in stock. They are a reflection of us, and we should have been more involved in making sure they were on top of keeping our products in stock during this time. We are now very involved with our current UK distributor, but that should have always been the case. Were you able to get your bottle filter soon after this?
ST
Steve T.
Do Not Be Tempted to Buy
Don’t but absolutely rubbish, the bottle arrived pieces missing from the filter so the straw attachment doesn’t fit!!!!
Expensive trash!!!
I actually received a reply 16 months !! later, wow that should tell you everything you need to know
Response from epicwaterfilters.comOct 5, 2026
Hi Steve, can you please elaborate on this? Was the straw gasket missing somehow? Was our customer service able to resolve this for you at the time by, at the bare minimum, sending over the missing part? I'm so, so sorry you had this experience with our products!
SM
Suzi M.
Have used Epic jugs and bottles for…
Have used Epic jugs and bottles for years but it’s now becoming increasingly difficult to upkeep these products when living in the UK. Replacement filters don’t always arrive on time (I buy them on subscription) and spare parts are non existent (although readily available in the States it seems). I’m seriously considering moving to a UK supplier for my water filtration needs.
Response from epicwaterfilters.comOct 5, 2026
Hi Suzi, I'm so sorry you had difficulty getting replacement filters in a timely manner through our UK distributor. I hope they were able to resolve this for you. Over time, we have streamlined this and now work much more closely with our UK distributor, as they are a reflection of us and should always have replacement filters in stock and be helpful when it comes to spare parts. I'm sorry for the ways in which we were lacking before, with our UK distributor not keeping up and us not doing more to make sure things were running as they absolutely should have been.
CU
customer
Ordered auto replacement water filters
Ordered auto replacement water filters. I was charged 4/14/2025 but showed it hadn't been shipped. 5/6/2024 still no word nor able to contact either by phone or email.
Response from epicwaterfilters.comOct 5, 2026
Hi, were we able to resolve this for you? I'm so sorry our customer service did not get back to you in a timely manner and that your filter was not shipped when it should have been! I also apologize for the late reply. Trustpilot has just recently gotten on our radar.
