Glacier FreshReviews of glacierfreshfilter.com

Response from Glacier FreshJun 3, 2026

Thank you for sharing your honest feedback, and I am deeply sorry to hear about your frustrating experience with our RFID chip and our return policy. First, I want to acknowledge how disappointing it must be to purchase a filter for your brand‑new 2025 LG refrigerator, only to find that the chip is not recognized. You expected a product that works seamlessly, and we failed to deliver that for you. I sincerely apologize. About our return policy You are correct that our standard policy does not allow refunds on opened filters, and we charge a 20% restocking fee plus return shipping. Please understand that this policy exists because opened filters cannot be resold – for hygiene and safety reasons. However, I completely agree with you that when a product is faulty (like an RFID chip that doesn't work as advertised), the policy should not stand in the way of a fair solution. What we have done (and will do) for you I understand that our support team has been communicating with you about a refund or replacement. Please know that we take chip compatibility issues very seriously. We are listening, and we are improving Your review has been shared with our product team. We are actively testing our RFID chips on newer LG models to ensure compatibility. We are also reviewing our return policy for defective products – because when we make a mistake, you should not have to pay for it. Again, I am truly sorry for the trouble and frustration we have caused you. This is not the experience we want any customer to have. Please give us one more chance to make it right.

Response from Glacier FreshMay 19, 2026

We are incredibly sorry for all the inconvenience and disappointment this has caused you. We fully understand how upsetting it is to wait so long for your replacement filters without receiving any timely updates. Due to unexpectedly high market demand, our RV 2 stage system filters have been temporarily out of stock, which unfortunately held up your shipment. Our team is speeding up restock arrangements urgently, and your order will definitely be shipped out within the next two days. We also sincerely apologize for not being able to answer phone calls promptly recently. If you have any questions or need order updates, please feel free to reach out to us via official email([email protected]), and we will get back to you as soon as possible. We truly value every customer’s shopping experience, and we are deeply regretful for this unsatisfactory service. We will actively improve our inventory management and customer service to avoid similar situations happening again. Thank you so much for your patience and understanding.

Response from Glacier FreshApr 21, 2026

We are truly sorry for the lack of response you received when you tried to cancel your order, and for the frustration this has caused you. During the period you reached out, our customer service team was short-staffed due to unexpected personal leave, which led to your cancellation request being overlooked and your order proceeding to shipment. This was entirely our fault, and we deeply regret the inconvenience and stress this has put you through. We would like to follow up with you directly: has the after-sales issue been resolved to your satisfaction so far? If you still need help with returning the incorrect filters, processing a refund, or have any other concerns, please let us know immediately, and we will prioritize your case to make this right for you. Again, we are truly sorry for the poor experience. Thank you for your patience, and we look forward to hearing from you.

Response from Glacier FreshMar 23, 2026

Thank you for your honest feedback, and for taking the time to update your review. We sincerely apologize for the frustration and delays you experienced, and we want to be transparent about what happened. Our team was handling a significant backlog of emails following our company anniversary, and during that same period, one of our customer service team members was out on maternity leave. Because of that, we were slower to respond than we should have been — and we’re truly sorry for the time it took to resolve your case. We processed your full refund of $149.99 as part of our normal process, not because we saw your Trustpilot review. That said, we completely understand why the timing may have appeared otherwise, and we’re sorry for the confusion and frustration it caused. The $5 offer was meant as a genuine thank-you gesture for your patience, not as a bribe. Looking back, we can see how it came across the wrong way, and we’re sorry for that as well. We’ve learned a lot from your experience, and we’re working hard to ensure our response times and communication improve. Thank you for holding us accountable — it truly helps us get better. If there’s ever anything else we can do for you, please don’t hesitate to reach out.

Response from Glacier FreshMar 23, 2026

Thank you for your honest feedback — and for giving us the opportunity to make things right. We're glad to hear that the water tastes great and that your switch to filtered water has been a positive change. 😊 We sincerely apologize for the leak you experienced and for the delay in our initial response. Your detailed videos and insights were incredibly helpful, and we immediately shipped a replacement canister from our latest production batch, which has been improved to address this issue. We're glad the replacement is now up and running, and we truly appreciate your patience throughout the process. Your feedback has been shared with our quality team to help us continue improving. If anything else comes up, please don’t hesitate to reach out — we’re here for you.

Response from Glacier FreshMar 23, 2026

Thank you for your honest feedback. We sincerely apologize for the frustration you experienced with your initial system and the slow response during our team’s company retreat — that timing was unfortunate, and we’re truly sorry for the delay and the impact it had on your experience. After you shared your concerns, we sent you a brand‑new replacement system from our latest production batch, which has been improved to address the leaking issue. The tracking shows it was delivered on March 6, and we understand you’ll be trying it soon. We value your feedback, and we hope the replacement gives you the clean, leak‑free water you expected from the start. If you’re open to updating your review after you’ve had a chance to try the new system, we’d be grateful — but regardless, we appreciate you giving us the opportunity to make it right.

Response from Glacier FreshSep 29, 2025

We are genuinely saddened by this review and the misunderstanding that has occurred. Our brand serves customers globally, with strong operations in both Asia and Europe. To facilitate international payments, our payment institution is based in Hong Kong, which is why the transaction appeared as such. This is a standard practice for global businesses and does not reflect our physical operations. Our products are certified to NSF/ANSI 58, 53, and 42 standards – certifications we hold with verified test reports. While we source components globally, all final assembly and quality assurance for US orders is completed within the United States. Regarding this specific order: The system automatically shipped the package shortly after the order was placed. Upon receiving the cancellation request, we immediately intercepted the shipment and processed a full refund on the same day we confirmed the interception. The delay in the refund appearing was due to standard bank processing times, which can take 5-10 business days. The refund was fully completed by us promptly. We truly regret this experience and the frustration it caused. We sent multiple emails apologizing and explaining the situation, but unfortunately did not receive a further response. We are proud of our products and our commitment to customer satisfaction. This situation appears to have been a perfect storm of automated shipping and financial processing timelines. We sincerely wish we could have resolved it more smoothly for you.

Response from Glacier FreshFeb 10, 2025

Dear Customer.Thank you for taking the time to share your detailed experience, and we sincerely apologize for the frustration and inconvenience this has caused. We take your feedback very seriously. A few clarifications: Glacier Fresh is a global company with U.S. headquarters and warehouses, manufacturing partners in China, and facilities across Asia — like many international brands. We proudly serve thousands of U.S. customers daily from our domestic warehouses. Regarding your unit: You are absolutely right that the initial release of our RO system had design flaws, including the faucet length issue you experienced. We deeply apologize that you were affected by these early production challenges. Since then, we have made significant improvements: ✅ Redesigned the faucet to fit all standard countertops ✅ Strengthened all internal connections to prevent leaks ✅ Now test every new model with longtime customers before public release to catch issues early ✅ Streamlined our customer service and refund processes to respond faster and more fairly We are sorry our initial response fell short, and we appreciate you bringing this to light — it has helped us become better. If you are open to giving us another chance, we would like to send you a completely free, improved RO system (no cost, no strings attached) for you to experience the difference yourself. Thousands of customers now love this redesigned version. Just email us at [email protected], and we will make it right. Thank you for your honesty, and we hope to earn back your trust.