Aquatru レビュー 

Aquatru からの回答

2026年4月22日

Hi Magdalena,

Thank you for taking the time to share your feedback. We’re very glad to hear that you’ve been so pleased with the water quality and performance of your AquaTru.

We’re sorry that the delivery and communication experience did not meet your expectations. We understand how frustrating that can be, especially when you are waiting for an order and looking for clearer updates along the way. We have been in contact with you by email regarding this and appreciate the opportunity to address your concerns directly.

Thank you again for your honest feedback. We take it seriously and are continuing to work on improving the experience around order updates and customer communication.

Kind regards,
Team AquaTru Europe

Aquatru からの回答

2026年4月13日

Hi Bernard,

Thank you for taking the time to share your experience. We understand how frustrating unexpected charges can feel, especially with international deliveries.

We’d like to clarify a few important points for transparency:
- Your order was shipped to Switzerland, which is outside the EU. As such, it was correctly invoiced with 0% EU VAT.
- The charges you received from FedEx relate to Swiss import VAT (8.1%) and customs handling fees, which are applied by Swiss authorities and collected by the carrier upon import. These are standard for shipments entering Switzerland and are not charged by us.
- Our free shipping offer applies to delivery costs only and does not include import duties or local taxes, which vary by country.

Regarding pricing in CHF, we use region-specific retail pricing rather than live exchange rates. This ensures consistent pricing across markets, but we understand this may not always align with daily currency fluctuations.

That said, your feedback is valuable. We’re currently reviewing how we communicate international shipping costs and pricing to make this clearer upfront for our Swiss customers.

If you’re open to it, we’d be happy to look at your order again with you directly and ensure everything was handled correctly.

Kind regards,
Team AquaTru Europe

Aquatru からの回答

2026年4月14日

Hi Lara,

Thank you for sharing your feedback. We’re sorry to hear about your experience and understand how disappointing it is to wait so long for replacement filters.

We’ve looked into this on our side, but unfortunately we haven’t been able to identify an order that we can confidently associate with this review based on the name provided here. To help us review this properly and support you as quickly as possible, please reach out to our customer service team directly with your order number and details.

We would really like the opportunity to look into what happened and assist you further.

The AquaTru Team

Aquatru からの回答

2026年4月14日

Hi AJ,

Thank you for sharing your feedback. We’re very sorry to hear that this experience has been disappointing, especially while waiting for clarity on your order.

We completely understand how important clear communication around product availability and delivery timing is. We would also like to clarify that the item was listed as pre-sale on the product page at the time of purchase, and this was also mentioned in your order confirmation email. That said, we are truly sorry if this was not clear enough and for any confusion this may have caused.

Our team has since been in touch by email with further information about your order and the expected dispatch timeline, and we will continue to support you there directly.

We appreciate your feedback and recognise that order updates need to be clear and timely. Thank you again for raising this with us.

The AquaTru Team

Aquatru からの回答

2026年3月26日

Hi Gloria,

Thank you for sharing your feedback. We’re sorry to hear that your experience has been less smooth than expected, especially while waiting for an update on your order.

Clear and timely communication matters, particularly when you are waiting for a delivery and deciding whether to continue with an order. Our team has since replied to your email with an update on your AquaTru Carafe order and the expected delivery timing.

We recognise that delays and limited visibility can affect confidence and we take that seriously. If you have any further questions about your order, our customer service team will be happy to continue assisting you by email.

Thank you again for your feedback.

The AquaTru Team

Aquatru からの回答

2026年3月26日

Dear Tracy,

Thank you so much for your detailed and thoughtful review: we truly appreciate you taking the time to share your experience!

It’s great to hear how satisfied you are with your AquaTru system, and especially how you were able to resolve the initial challenges. Your insights around descaling, cartridge replacement, and general maintenance are incredibly valuable, particularly for customers in hard water areas.

You’re absolutely right: with proper care and regular maintenance, the system performs at its best and delivers exceptional water quality. We’re also glad to hear our customer support team could assist you effectively along the way.

Enjoy your two carafes and the added benefits of the Pre Carbon Mineral Boost: it’s a great way to enhance both taste and mineral balance.

Cheers,

The AquaTru Team

Aquatru からの回答

2026年3月12日

Hi Victoria,

Thank you for taking the time to share your feedback. We’re sorry to hear that your experience has not met your expectations.

We understand your concerns regarding the filter lifespan and the issues you’ve encountered with the unit. As mentioned in our ongoing email communication, our team is actively reviewing your case and working with you to better understand what may be happening with the system and the filter alerts.

Sometimes a number of factors can influence filter performance and replacement indicators, so it’s important for our team to review the details of the unit and its usage with you directly. We want to make sure we give you the most accurate guidance and support possible.

We appreciate your patience while we continue the conversation with you via email and remain committed to helping resolve this with you.

Best regards,

The AquaTru team

Aquatru からの回答

2026年3月26日

Dear AJ,

Thank you for sharing such a thoughtful and detailed review: we truly appreciate it.

It’s fantastic to hear that switching to AquaTru has not only reduced your costs but also helped you feel more confident about your environmental impact. That’s exactly the kind of positive change we aim to support.

We’re especially glad the independently verified performance data played a role in your decision. Transparency and trust are at the core of what we do, so it’s great to know that resonated with you. It’s also reassuring to hear that the product quality, delivery experience, and setup met your expectations.

Thank you as well for highlighting your experience with our customer support team, we’ll be sure to pass that along.

We also really appreciate your forward-looking suggestion around sustainability. Developing improved solutions for filter recycling and responsible disposal is an important focus area for us, and feedback like yours helps guide those efforts.

Thanks again for your trust in AquaTru, we’re glad to have you with us!

Kind regards,

The AquaTru Team

Aquatru からの回答

2026年3月26日

Dear Mr. Mikhail,

Thank you for your review. I’m really sorry to hear about your experience. This is clearly not the level of service we aim to provide.

You’re absolutely right to expect transparent stock information and proactive communication, especially when it impacts your ability to use your AquaTru system. The delay, combined with the lack of updates, is understandably frustrating.

Regarding the availability you’re seeing: in some cases, individual units and bundled packs are managed separately in our system, which can unfortunately lead to situations like this. That said, we fully understand how this comes across from your perspective and are actively working to improve both stock visibility and fulfillment flexibility.

Thank you again for bringing this to our attention: your feedback helps us improve.

Kind regards,

The AquaTru Team

Aquatru からの回答

2026年1月22日

Hi Gauthier,

Thank you for sharing your feedback. We’re really sorry for the frustration this delay has caused and understand why this has been disappointing, especially after placing your order during a sale.

At the time of your purchase, the AquaTru Classic Alkaline Complete Set was available to order, but due to an unusually high volume of orders during the promotion, it sold out while your order was in the queue to ship. We appreciate that this was not the experience you expected, and we’re sorry for the inconvenience this caused.

As we shared with you by email, new stock is already on the way to our warehouse, and we expect to be able to dispatch your order by the end of January at the earliest. As soon as it ships, you’ll receive your tracking details right away.

We understand the importance of clear communication around availability and delivery timelines, and your feedback helps us improve how we handle these situations during busy periods. If you have any further questions or would like to discuss your order, our customer service team is here to help.

Thank you for your patience, and we appreciate you raising this with us.

Best regards,

AquaTru Client Support Team

Aquatru からの回答

2025年12月23日

Thanks for your review Robin!

Best regards,

The AquaTru Team

Aquatru からの回答

2026年1月22日 に更新

Hi Mike, thank you for the kind words and for taking the time to share your experience. We’re really glad to hear that you’ve been using your AquaTru Classic for many years and that our team was able to help resolve the issue quickly.

We also appreciate your feedback on the design. Suggestions like yours are valuable to us and help inform how we continue to improve our products over time. It means a lot to know you’d still rate both the product and our customer service so highly.

Thanks again for your support and for sharing your recommendation!

The AquaTru Client Support Team

Aquatru からの回答

2026年1月22日

Hi Marie,

Thank you for taking the time to share your experience. We’re truly sorry for how frustrating this situation has been, especially after you used and recommended AquaTru for so many years. We understand how disappointing it is when a product you once trusted no longer performs as expected, and when the outcome doesn’t feel fair.

We recognise your concerns around the troubleshooting process, the recommendation to replace the tank, and the difficulty you’ve faced since. This is not the experience we want for our customers, and we appreciate you explaining how this has impacted you.

We’ve been in contact by email regarding your case and would still like to help review this with you properly. If you’re open to continuing the conversation, we encourage you to reach out to our customer service team so we can look at the situation again and discuss possible next steps.

Thank you for sharing your feedback. We value it and remain here to help if you’d like further support.

Best Regards,

The AquaTru Client Support Team

Aquatru からの回答

2026年1月22日

Hi Rajnesh,

Thank you for taking the time to share your experience. We’re sorry to hear about the frustration you’ve had, particularly around delivery timing, filter alerts, and the cost and frequency of replacements. We understand how disappointing this can be, especially when expectations are not met over time.

We’ve previously been in touch by email regarding your concerns and remain available to help clarify the filter behaviour you described and discuss the next steps. Our goal is always to make sure customers feel supported and confident in using their AquaTru.

Thank you for raising this and for sharing your perspective. If you would like further assistance, our customer service team is here to help.|

Best Regards,

The AquaTru Client Support Team

Aquatru からの回答

2026年1月22日

Hi Jas,

Thank you for taking the time to share your experience. We’re sorry for the frustration you felt at the time while waiting for your order. We understand how concerning delays and limited updates can be.

After reviewing this order, we can confirm that the parcel was delivered. We also acknowledge that our communication during that period did not meet expectations, and we appreciate you raising this. Feedback like yours helps us improve how we handle stock updates and customer enquiries, especially during busier periods.

If you have any remaining questions or need further support, our customer service team is always happy to help.

Best Regards,

The AquaTru Client Support Team

Aquatru からの回答

2025年12月23日

Hi Janet,

Thank you for taking the time to share your experience. We’re genuinely sorry to hear how frustrating this situation has been for you, that’s certainly not the experience anyone expects or deserves.

To clarify for other readers: this review relates to a purchase and customer service experience in the United States, which is handled by a separate distributor and support team. Our Trustpilot UK account represents AquaTru products sold and supported in the UK and Europe, with different service processes and return policies.

That said, we understand how disappointing it is when a product doesn’t perform as expected, especially so soon after purchase. We’re glad to hear a replacement base has been arranged, though we appreciate that the waiting time adds to the frustration.

Regarding reviews on our websites: we work with Yotpo (not Trustpilot) and you can definitely leave a review on our websites.

We truly regret that your experience has led to this level of dissatisfaction and hope the replacement resolves the issue fully.

Thank you for sharing your feedback, it’s important for continued improvement.

Kind regards,

AquaTru UK Team

Aquatru からの回答

2025年7月31日

Thank you so much for your kind words and for coming back to AquaTru for a second machine—it truly means a lot to us!

I'm really glad we were able to sort things out with your first unit, and even happier to hear you're now a satisfied customer. If there's ever anything else you need, I’m just an email or call away.

Enjoy your AquaTru and thanks again for your trust!

Warm regards,

Marixie
Customer Support | AquaTru UK

Aquatru からの回答

2025年5月7日

Thank you so much for your kind words! We’re thrilled to hear that you’re enjoying your AquaTru and that the water quality meets your expectations.

We’ll be sure to pass along your lovely compliment to Marixie, she’ll be so happy to know her support made a difference.

Aquatru からの回答

2025年5月7日

Thank you for your honest feedback, we're glad to hear that the unit itself has been working well and that you've been enjoying using it.

We completely understand your concerns about the environmental impact of used filters. You’re right that the used filters currently cannot be recycled through regular household recycling channels. At the moment, the best option is to dispose of them with standard residual waste. However, we do encourage customers to check with their local recycling centers, some facilities may be able to separate components or advise on a more sustainable disposal method.

We genuinely appreciate your feedback. Sustainability is a long-term commitment, and hearing from customers like you helps us better understand where we need to improve. Your comments will be shared with our team as we continue exploring better solutions.