Aquasana Reviews 

I bought a whole house filtration system with them. Supposedly I was to receive a link to pay for the import taxes since I live in Spain. I never got the link to pay the taxes. Filters were returned to them. That’s what they claim. And now they want to charge me 128 pounds for something I never received. It’s a scheme. Don’t buy anything from them!

Worst customer service. dont even bother with this whole company. So many others doing the same thing. hope they go out of business for their gaslighting, playing dumb and simply terrible.

Every time you change the filters on this thing you have to cross your fingers and hope it doesn't start leaking. If it leaks you have to turn the water off, remove the housing, and mentally prepare yourself to deal with their customer service department.

This time I emailed them (auto response says "you can expect a response within three business days") and it took them a week to reply. The reply said to call customer service (pro tip: maybe just say that in the auto response). 45 minutes on the phone with customer service, including a one way video call where I deconstruct the unit to show them the problem. They eventually agree the filter housings need to be replaced again, at my expense. Shipping will take 7-10 business days. Another week or two without filtered water in the house. I could go on, but you get the point. I can't believe this was a Wirecutter recommended product, this is the worst recommendation they've made.

@Aquasana - no need for the boiler plate reply here.

EDIT - They're using chatGPT to draft these responses. Try pasting my review into your LLM of choice and ask it to draft the response for Aquasana, you'll pretty much get the response I received (down to the signature em dash)

This company is money hungry. The water and RO system are of absolutely poor quality. Your hair will thin and your skin will dry out. They sent me the filter without asking me and I have to pay for the shipping to return it. It's their fault, so why should I pay for the shipping? Customer service is a joke here. Very rude. This is a scam company making money selling poor quality products.

I've had the aquasana under the counter reverse osmosis system for over 10 years. I've had leaks over three different times over those 10 years that has caused damage under my sink. Customer support was rude and they are now charging me money to replace the housings that I thought were included with my water for Life plan. I'm done with this company!!

I 've been using Aquasana shower filter for 6 yrs approximately, never realizing this filtered water may very well be the cause of my hair fall, and super dry skin..It started soon after the first year. I called customer service and they denied their KDF filters components would cause that. Well I suspected, these filters were the reason, and decided to try another company. Also they increased the price of "filter for life" by $20.00 and didn't advise of increase. Customer service is useless...shower head leaks and very hard to unscrew to replace new one. I'm done with them. I did attempt to discuss a solution with their customer service, which was like talking to a wall.

Update: It has now been over 24 hours. Although Aquasana responded quickly to part of this review, they have not responded to my request — made both by email and here — to remove stored payment, billing, or address information from my account.

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I’ve been a customer for years. One week before this incident, I received a shower water filter replacement shipment with zero duty or brokerage charges.

Then my unit broke while changing the filter, so I ordered a $29 replacement part directly from Aquasana. At delivery, I was charged $43.60 in duty and brokerage fees — more than the item itself.

Aquasana includes an International Shipping Agreement checkbox, but there is no indication at checkout of the potential magnitude of these charges. Other reviews I’ve read here on Trustpilot report similar frustration with unexpected import fees and limited support when addressing them.

When I contacted Aquasana about this, their reply simply cited their standard terms: they stated that any refunded shipment would incur a 25 % restocking fee, any refund would be reduced by the cost of return shipping, and outbound shipping charges are non-refundable. They offered no guidance regarding the disproportionate import fees.

Receiving one shipment with no import costs, followed a week later by $43.60 in fees on a $29 item, and then a response that only referenced policy without addressing the disproportionate fees, was extremely disappointing.

International customers deserve clear estimates of duties and brokerage charges before completing a purchase, not after.

Following this experience, I will not be continuing as a customer.

P.S.: A word of caution: While attempting to remove my billing and address info from my account, I learned that there is also no self-service option to remove stored payment, billing, or address information from your account, which raises serious concerns about control over my personal and financial information.

For the second time since I have had the filter installed it sprung a leak. Tiny pin hole leaks in the actual plastic - not at any of the connections. (so NOT and installer issue.) Once the manifold sprung a leak and then in a filter basket. There is water damage to the cabinet and flooring. So I removed the filter system. To add insult to injury, I had a set of filters, that were shipped on the subscription plan. The box for the filters are unopened and never used. Since I don't have/want the leaking filter system any more I asked to return the unopened filters. I was told they were beyond the 90 day return policy (by just a few days) and they would not accept the filters for return. Now I have $80 worth of filters that are brand new that I can't use. Their customer service and the quality of their products are abysmal!

It saddens me to write this review, I originally owned the aquasana Claryum 2 stage under the sink filter and the shower filter since the early 2000's. With the sink filter I occasionally experienced leaks damaging the wood under my sink, I would call the company and they were very good in assisting me. then I upgraded to the Claryum 3 stage under the sink filter. With both sink filters, I noticed that my water still had the calcium deposits in it. Never thought anything of it, until I decided to test my water, and to my surprise I did not see much of a difference between the regular hard water and the filtered water. On top of that I was frustrated from constant leaks, and a charge every time they had to send me a small part to replace the damaged piece of plastic. So, decided to cancel my subscription and go with a different company. I went with aquatru last year and notice a huge difference. I tested the water with aquatru and it does actually filter out what it says it does. So far I'm very happy with aquatru, now I'm having issues with the aquasana shower filter. unfortunately, I'm still subscribed with them and was sent a faulty cartridge replacement, now I'm the one paying for shipping because the poor quality in their products. Can anyone recommend and good shower filter that actually works? I need to do my research before cancelling my subscription with aquasana.

The website is clunky, unusable, and confusing -- the ordering system is not transparent about shipping dates and is incredibly slow to send a sale confirmation or receipt, leaving you wondering if your order went through or not. I was triple charged for an item and was told I would have to pay for the shipping and would not be refunded the full amount I was initially charged. The customer service is understaffed, unknowledgeable, and useless. If I had known how bad the filter ordering process was ahead of time I would not have bought this product.

Spent over 200 on a system, got charged 80 on tariffs that were never mentioned or made aware. Denied the item and they proceed to charge me OVER 50 for restock fees and another 25% on return. Probably the worst customer service and return policies I've experienced, their email doesnt even work on their website. I lost $100 for no reason.

Aquasana Home Filter Systems is one of the most frustrating, opaque, and customer-hostile companies I have ever dealt with.

First, **they do NOT install their own systems**, **do NOT provide proper installation documentation**, and **do NOT provide any direct certified installers who are actually experts in their products**. They have a list on generic plumbers in the area, none of which says to be experts. You’re essentially on your own after purchase, which is unacceptable for an expensive whole-home filtration system.

Their **warranty is intentionally written to protect Aquasana, not the customer**. It is vague, subjective, and structured in a way that makes it extremely easy for them to deny claims. There are **no defined timelines** for resolving issues — meaning they can take an **INDEFINITE amount of time** while you wait with a malfunctioning system.

Even worse, Aquasana **does not have a clear procedure to determine whether a product is defective**. Instead, their warranty language states that *Aquasana must “believe” the product is defective*.

The company appears **ignorant of its own warranties, policies, and procedures**. Customer service representatives will say whatever they think sounds good in the moment to calm you down, but they **cannot answer direct questions** and **refuse to provide anything in writing**.

I spent **over an hour on the phone** with the Whole House Filter System replacement department, including a manager who was **rude, dismissive, and evasive**. He repeatedly tried to steer the conversation back to topics *he* wanted to discuss while **consistently ignoring my direct questions**. When I pointed this out, he **lied and claimed he was not avoiding my questions**.

After I clearly demonstrated that he had ignored the same question for over an hour, he **refused to apologize**, stating he had “nothing to apologize for.” He then said he *could not answer my questions*, would “create a ticket,” and that **someone else (who I was not allowed to speak to)** might call me back at some unknown time.

No accountability. No transparency. No professionalism.

Aquasana sells premium-priced systems but delivers **substandard support, evasive warranty practices, and dismissive customer service**. Once they have your money, you are on your own.

Just poorly designed. I’ve had the under the sink system with four filters for a couple of years now. It’s always been a huge pain in the a$$ to change the filters. The system takes up a bunch of space underneath the sink and so does bulky tank. If you do buy the system, make sure you get a shut off installed right before the supply line to the filters because it’s going to leak half the time you have to change the filters and it’s going to be semi impossible to figure out what you’ve done wrong. I’ve had less trouble out of my whole house water filtration system installed in my garage. Connections are much more secure, and it only takes me a couple minutes to swap the filters out with no leaks.

They have the worse customer service. I have cancelled my recurring filter 3 times and they keep sending me filters.

first one leaked all over the place. After hours spent with customer services, the second one also leaked, more time wth customer services only to be told warranty had expired and I had to go through to manufacturer - whoever that is. Thy also didnt mention poor pressure and noisy re-charge

Horrible customer service. I ordered a replacement filter because I’m having water pressure issues due to this filter and smelly water. It just was not shipping out. I emailed 3 times with no reply! I had to call. And I asked to speak to a manager and they never called me. I won’t do business with a company that acts this way. I’ve spent THOUSANDS here. No more!

Zero customer service. They sent a broken filter, ignored all my emails, and left my home without clean water for a week. I had to buy a ZeroWater pitcher to cope. Unbelievable negligence for an essential product.

I have had two major issues with this Aquasana system. First it the water filter came in damaged and leaked so it had to be re-ordered. The second is the water softener does NOT soften the water. my plumber has tested the water and is still in the extremely hard purple section of the test. Aquasana says that the water is just too hard and they can't soften it. Is that what a water softener does? DO NOT BUY THIS PRODUCT THEY DON'T STAND BEHIND THEIR PRODUCT!!!! YOU HAVE BEEN WARNED!!!

I used their services and refill filtered as well and never had issues

We installed a whole house Aquasana system for a well. My son and I did the installation and it went pretty well. My only real issue is with the salt free softener. After installation I turned off my regular softener and bypassed it. We began to notice a white powder floating whenever we put water in a container. When I called Aquasana I was told that I had to continue using my salt based softener along with the salt free softener. This is not what expected and I feel the salt free softener was a waste of money.