Better late than never
Started off bad and apparently due to new owners my order was not dispatched even 6 days after I paid for it. However the apology was genuine and the item was dispatched by express post. Ended up excellent.
The reviewer stated that an incentive was offered for this review
Prices are good but expect to wait a long time
Be aware that there are 2 Product Review listings for this company, had I read all reviews I would not have ordered from them. There is Tru Water and also Tru Water AUST. I place an order for a Billi filter on December 18th and with the Christmas period I expected it would not be instant delivery. There was a note that there would be limited staff available but that orders would still be sent out and the filter I ordered was noted as being 'In Stock'. By 6th January I contacted them to ask when they expected to send as I had found the second...listing on Product Review and was getting quite concerned. I received a reply that they expected to post in about 5 days and I finally took delivery on January 18th. The product ordered arrived in good condition and is a genuine part, not as experienced by some other customers. I would order again as the price was a good saving of nearly $20 but would know that there would be a significant wait.
I got what I paid for after 6 weeks
I purchased online royal Berkey with extra filters ($600 order). Then I read all these negative reviews and I became concerned about my $600 investment. Long story short I got what I paid for in the end and I feel relieved that I didn't experience the same level of stress that many of the unsatisfied customers here. I will buy from them again but only with cash and pick up at store. When I enquired about my order via email the response was fast and reliable. I appreciate that.
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Customer Service non existent..but goods did arrive.
I ordered two x LG fridge water filters on 23 January 2016. I am in NZ and their online site looked very professional and the prices were certainly very good. On 12 Feb I emailed them for an update and got an automated reply that they would reply.. 10 days later (yesterday) I emailed again and received the same reply instantly. Then I tried to phone them from NZ and their quoted 1300 number wouldn't connect.. grrr. Then I found these reviews and printed out my order to go to the bank to try to cancel the credit card payment. However today the ...two filters (original LG) were in my letterbox here in Auckland so am very pleased - despite the negative reviews, the items have turned up - I give them 3/5 because of their poor customer service when trying to contact them - but I see they now have a different address and are at [Address details removed], phone [number details removed] (according to the delivery docket) which is not the number I was trying from the old website.. I note the packing slip was printed 16 Feb which means it took 3 weeks to process/dispatch the order.
Questions & Answers
Has anyone received a refund from Tru Water?
Hello, I didn’t receive a refund from Truwater as it is very difficult doing business with them once money has been paid to them; but my bank refunded as soon as I gave them proof of purchase. I also provided product reviews. I was told it would about 45 days before refund but it was 2-3 hours.
Yes, i did get a full refund - it was a lot of work, but i contacted NSW Fair Trading as they're currently putting a case against them. Tru Water then decided to actually contact me and they sent a refund.. just contact fair trading and report your case to them and it will get sorted/refunded.
Thanks for the answers. I have also now been refunded by my bank/Visa. However my bank has advised that the case is still ongoing. I assume they are attempting to recover the money from Tru Water.
Has anyone else recently received a shipping notice form Truwater? After several months of no product, no refund, and no reply I've suddenly got a shipping notice last Monday.
HOWEVER...its only "shipping information has been been received by Australia Post". And no tracking updates since then.
I.e.. they haven't shipped anything but this is just another delaying tactic.
Good ole Truwater.
Hi, I have not had shipping notice but been promised delivery on wed. Looking at buying from elsewhere as not optimistic. Can payment be reversed on visa? They may be gone by that time. Roy
FYI: winningappliances.com.au delivered in 3 business days. They were awesome.
So had a shipping notice so I requested Aust Post check, they had no record and suggested I get in touch with the sender! No reply which was expected. Still receiving promotional emails.
Hello again Daisy .
i am still waiting my refund as promised stop saying you will look into it when you have no intention of telling us when our refund will be returned
Charge back on your credit card. They get a ~$35 fine and you'll get your money back in ~45days. Quicker than waiting for a reply
My charge back was hours- they must be familiar with the business.
Hello Daisy do you sleep at night with all the lies you tell Aussie scammers we coming for you soon crap
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