You sent the order to the wrong address and I have tried several times to contact you but to avail.Please contact me about the order #ER430044
Response from epicwaterfilters.comSep 26, 2026
Hi Denis! We’ve been trying to get in touch with you, but it looks like our emails may not be getting through.
Could you please email us at [email protected] and confirm the best email address and phone number where we can reach you directly? If you have an alternate email address you’d prefer us to use, feel free to include that as well.
Thank you! We look forward to getting in touch with you.
BR
BReiter
They sent me the new filter with the…
They sent me the new filter with the case (because I didn't have one) but it wouldn't drain. When I contacted customer service I only received an AI response which was absolutely worthless. No matter how many times I inquired as to where the water was supposed to drain from the case I could not get a response that made sense. They finally sent me a new one and it became clear that the original case did not have holes drilled in the bottom. It is ridiculous and unacceptable that I could not get a human to respond.
Response from epicwaterfilters.comSep 24, 2026
We're truly sorry for the frustration you experienced, both with the defective filter case and the difficulty getting the support you needed. We understand how disappointing it must have been not to receive clear answers when reaching out for help. This is certainly not the experience we want for our customers. We're glad you received a replacement, and we appreciate your feedback as we continue working to improve our products and customer service. If you need any further assistance, please contact us directly at [email protected], and our team will be happy to help.
PT
Paula T.
Hit or Miss
We live in Singapore with relatively clean tap water. Household of 3. These filters are hit and miss, cost SGD80 on Amazon and this lasted 3 weeks only. Other times can last 2 months. Water does taste great when they do work. Have been using for 3 years as like the convenience of the water dispenser in the fridge.
Response from epicwaterfilters.comOct 5, 2026
Hi, can you please reach out to us at [email protected] and include the word "agent" in your email, along with your order number and a short description of the issue? Filters should not be lasting only 3 weeks. Please reach out so we can make this right.
TM
Tobin M.
Epic Pure XP filter lasted 3 weeks
The Epic Pure XP filter stopped flowing after just three weeks of moderate use in a household of three. We're in Seattle and the plumbing is new throughout the house. Our city water is free of sediment and relatively very high quality for an urban system. So I can't see any way that this is a water issue.
Response from epicwaterfilters.comOct 5, 2026
I'm sorry you've had to deal with this Tobin. Can you please reach out to customer service at [email protected], include the word "agent" in your email, along with your order number and a short description of the issue? They will be able to help troubleshoot and make this right. Thank you for this feedback.
CD
Catherine D.
Do not purchase this product for UK…
Do not purchase this product for UK use. They’re not set up to operate here.
The product itself is good, however, filters go out of stock and customer service is not helpful with information in restocks and delivery timeframes. Their responses to questions are vague, they’ve sent me to the wrong websites twice to try and order, and given extremely confusing answers to questions only to provide a completely different answer when I ask for clarification. For instance, they told me I just needed to switch to a new refillable filter, but I can’t order that product to a uk address, and it took multiple back and forth emails where I was being told to clear cookies and cache only to eventually be told that the original filters are out of stock and I just have to wait. I’m guessing the new filters are not available for uk, but this wasn’t explained. How do you not know which countries your product is available to be sent to? Or, emails just go unanswered. It’s so bad I actually wonder if it’s a real person responding or AI. I’m sticking with it for now as a filter has just been dispatched to me but imagine we’ll have to buy a new system in the near future because this is a huge time wasting exercise.
Response from epicwaterfilters.comOct 5, 2026
Hi Catherine, this genuinely sounds so frustrating, and I'm so sorry our customer service did not do a better job explaining the situation. It is also a great failing on our part that we did not press our UK distributor and work with them closely enough here to make sure they didn't run out of stock of product. We have since become closely tied to our UK distributor, making sure they are a proper reflection of us as a company.
It is possible the responses were automated answers to questions, but it should have never gone on that long if that was the case. We are just now getting involved with Trustpilot, so I apologize for the late reply, but if you reach out to customer service, please say you need an "agent" in your email to ensure you get someone from our customer service team immediately. Again, I apologize for all the ways we were lacking when dealing with this situation.
DT
David T.
Not operating in the UK, unable to restock.
Pretty appalling customer service, does not operate in the UK. Waiting for replacement pitchers for almost a year, constant promises that "coming soon" amount to nothing. Assume that business is about to become bankrupt. Avoid and go somewhere reliable.
Response from epicwaterfilters.comOct 5, 2026
Hi David, I'm so sorry that the last time you checked, our filters were out of stock in the UK. Our replacement filters should have never gotten to that point there, as our customers rely on their availability for clean water. We have done a lot of updating with the UK over the past year and now work very closely with our UK distributor. I also apologize greatly for the late response, as we are just now getting involved on this platform.
KM
Keri M.
I got a defective replacement filter
I got a defective replacement filter, it's like it shrunk and rattles and can't filter water. I let them know and they sent me...another defective filter. Ugh. I'm looking into which kind to change to.
Response from epicwaterfilters.comOct 5, 2026
Hi Keri, was this our old Pure Filter? On occasion these would crack in shipment. Having this happen twice is very unfortunate and unacceptable, and I apologize greatly. Thank you for the feedback.
M2
Mary%2BEllen
What a piece of junk this pitcher is
What a piece of junk this pitcher is. It has little crevices in lid that are extremely hard to clean. Some
areas I had to clean with a toothpick. Problem is that black gunk gets into these crevices:you have to look for it but unless you do and clean it out it stays there.
I thoroughly cleaned the pitcher this morning but COULD NOT GET THE LID BACK on no matter how hard I tried. My husband, the most patient man in the world, also tried. After 30 minutes I threw the whole thing in the trash. Even if we had been able to get it on, I would never have wanted to wrestle with it again.
This was also not the style of pitcher I requested: bamboo handle. I see that is the only style on the website now. I should have complained then but I let it go. I’m extremely sorry we ever bought this, no matter how well it filters the water. PIECE OF JUNK. If I could give it zero stars, I would.
Response from epicwaterfilters.comOct 5, 2026
I'm so sorry you had this experience with our pitcher. The lid not going back on was likely because the reservoir was placed in backwards. There are arrows on it, but they can be difficult to see since the reservoir is all clear. There are also instructions for this in the manual, but since this wasn't your first time assembling it, it makes sense why none of this helped fill the gap as to what was making the lid not sit properly.
I apologize for the late reply, but if you'd like, I hope we could still make this right. We do also sell a Navy Blue Pitcher without a Bamboo Handle. If you click on the Pure XP Pitcher on our website, there are two options for pitchers, though the bamboo one is the main image that shows before clicking on the listing.
If you'd like to reach out to customer service at [email protected] about this failing on our part, please write "agent", include your order number, and a short description of the issue to speed up their ability to help in making this right.
