Charlotte W.
Product was used, not new
When I received the box, I could immediately tell the product had been previously used. There were scuff marks and dirt on the product, the filter rocks had already been installed and had dirt and other residue on them. I have not yet tried to install the product but am very disappointed that this company pulled this on me.
Response from PoposoapOct 8, 2026
Dear Charlotte We are very sorry for the inconvenience. Our returns warehouse and shipping warehouse are not the same. It's possible that some customers provided the wrong address for their returns, and our staff mistakenly sent you a used product. To ensure you have a complete user experience, please allow us to rectify the situation. Please provide your order number or contact our after-sales email: [email protected] We will resend you a new product, and I have already reported this issue to prevent it from happening again. Best regards, POPOSOAP