ComplaintsforReverse Osmosis Superstore

• Initial Complaint

  10/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I google searched for a filter for a Rainsoft UltraPure II and Reverse Osmosis Superstore came up. I ordered the filter and it did not fit. I contacted the company and they said it would not fit my water system and would not let me return the filter because it was opened, of course it was opened, I had to try to install it. They also would not refund my purchase price. They said my model is not supported. I never saw this through the order process as it was not obvious. Why would they allow an option to order when searching for a specific brand and model? This is a form of false advertising and misleading advertising at the least. I requested a refund of my purchase prices less a restocking fee which they declined. I now would like a full refund of my purchase price.

  Business response

  11/01/2024

  Client failed to return product in original packaging as stated on our site. Please see below:

  Refund Policy | Reverse Osmosis Superstore Returns and Refunds
  Requesting a Return or Exchange
  To initiate a return or exchange, please email ************************** with your order details.
  All returns must have an RMA#.
  Call or email us, and our experts will generate an RMA# for you.
  Returns
  15% Re-stocking fee on all returns, no exceptions. If unsatisfied with your purchase, you can exchange or return it within 30 days of your order. All items must be unused and in the original packaging.  Please do not send your purchase back to the manufacturer.  

   

   

• Initial Complaint

  04/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  2/17/23 - order number ***** with Reverse Osmosis Superstore (************ **************************). I purchased a reverse osmosis system for $******. Licensed plumber installed it. The water tasted like chemicals and black particles were floating. Called the company, and they said to keep flushing it. I did that and still had issues. The company then said it must be a cracked carbon cartridge. By this point, I was very concerned about this being the drinking water with black particles and tasting like chemicals I wanted to just return it. Was an extremely long process to get them to comply. Then they did not give a full refund. They kept **%. I paid a plumber $*** to install and then $*** to uninstall. Plus $** for shipping. So out all that money. The system was defective, that is why I was returning. The refund that was given was for only $******. They are short $******. I am not even asking for the $*** I paid out for the plumber and shipping fees. I just want a full refund for a defective system. Any help would be greatly appreciated. Thank you. Christian *********. ************

  Business response

  06/07/2023

  Good morning. My name is Andre and I'm the manager here at Reverse Osmosis Superstore. I spoke with this client briefly. He said that he was getting particles in his drinking glass that he believed to be caused bythe RO system. I requesed photos of what he was experiencing as he informed me that he had already sent the system back to us. I confirmed with our shipping department and we did just recieve his returned system. We opened the box to put the RO system on our diognostics system and instantly noticed the problem. The installer used plumbers putty instead of required teflon tape on the connection nipple where the service valve screws on to the tank.The putty was clearly gumming up the outlet port and tubing of the service line. This could have been an easy fix but, client insisted that it was not his plumber's fault and wanted a full refund. The system performed exactly the way it is supposed to. We refunded him for all re-sellable items. Please let me know if this helps.   ************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩