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Business Profile

Water Purification Equipment

Reverse Osmosis Superstore

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/31/2025

    Type:Product Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Date of transaction: Nov 17, 2024
    Order amount: 47.98
    Product purchased: Hague H3500/H6500 Reverse Osmosis Water Filter

    As advertised on their website that the filters they sold are supposed to be original replacement filters for hague RO filter. But what they have sent WOULD NOT fit and they charged 12$ for shipping and now they are issuing a RMA with return shipping and asking me to pay another 12$ for return shipping.

    I have tried to reach them multiple times about the concerns, but now they are not responding anymore.

    I have shared the pictures of the existing filter and what they were selling and they dont match in no way. I feel cheated and they are trying to pull more money by charging shipping from me for no fault of mine.

    I would appreciate if you can help in any way.

    Business Response

    Date: 02/14/2025

    Good Morning,

    This customer ordered a filter set online.

    (did not call us first to see if his filters would work for his unit or not)

    He said they would not fit, which is normal for a lot of people when they just order a set of filters when they just check out online.

    We have then followed our company return policy which is: **************************************************

    This clearly states the proper method of an RMA # and customer covers shipping charges back to us.

    The filters he have ordered from us, will actually fit in his unit.

    We have called him a few times to discuss this issue.

    Have not heard from him

     

    Thanks,

    ****

  • Initial Complaint

    Date:10/19/2024

    Type:Product Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    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

    Date: 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

    Date:04/27/2023

    Type:Product Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    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

    Date: 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.   ************

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