AquaOptima Anmeldelser 64

I just wanted to thanks for excellent service I received from Lauren. When I called the service to ask where can I buy small part from broken lid, Lauren took my request seriously and solved my problem immediately. Very professional and very friendly customer service.
Thank you very much!

I purchased the Aqua Optima Aurora a couple of years ago, and for a while, it worked flawlessly. However, last month it suddenly started tripping the electrics in my home every time I switched it on. When I contacted the company, they acknowledged a known design flaw in the heating element and sent a replacement, explaining that newer units had improved engineering.

Unfortunately, the brand-new machine I received came with its own set of problems. It consistently dispenses inaccurate amounts of water. For example, selecting 300ml of hot water results in just 260ml, while 500ml gives only 400ml. Cold water dispensing is equally unreliable—selecting 500ml gives 550ml instead.

When I reported this issue, I was told there is a ±20% tolerance on water volumes. That’s a huge margin and makes the heavily promoted “49 different volume and temperature options” seem rather misleading if you can’t rely on them to be accurate.

In theory, the Aurora is a fantastic machine—when it works correctly. But based on my experience, it’s a gamble whether you’ll receive one that actually performs as promised.

Had a broken hopper and Lauren at Aqua sent me a new one. Then my filters were leaking through the hopper, I explained the issues and sent video and pictures and a seal was sent out for me. All of this at no charge and without and issues. Had my water chiller over two years and it's been brilliant. I would highly recommend purchasing any products from them. What fantastic service.

Don't waste your money.. it is so high maintaining its unreal.. every 3 days the chiller water needs draining.. its used every day... the descaling every month is such a pain.. my machine is actually stuck in descale loop and I can't get out of it.. loads of emails but you have lo log a ticket.. don't waste your money on high end complicated machine it's not woth the headache..

I had an issue with Aurora hot & cold water dispenser. Raised a fault ticket. Up stepped Lauren, advised what the problem might be & things to try. A month later, I advised Lauren that things were no better, then sent her more information that she requested & her response was to immediately send out a replacement machine. Which was received by10am the following day.
Thank you so much. (Also a shout out for Bimla who played her part in the great customer service experience).

Customer Service at its best!!

You only really know what a company is like when you have a problem.
Thank you AquaOptima for great customer service.

I ordered the watercooler off Amazon, and it was 2 days away from being out of warranty and the bung in the water tank failed. I panicked and thought id never be able to get a replacement (knowing amazon can be a pain). But i rang the number from the invoice and Lauren answered. She sent me a repalcement part in the post.
Great service, and very polite. Would highly recommend.

AquaOptima have been great. Not only did they get back to me straight away following my enquiry. They resolved the issue no questions asked. In particular, Lauren, within the enquiries department, was second to none. I couldn’t have asked for a better person to deal with throughout the whole process. Thank you.

Aqua Optima Aurora Hot Water Dispenser 3.0l, what a rubbish machine, to be fair when it works its good enough a little slow in dispensing hot water but i think most of these types of machines are like that, the descale option is a disgrace, its doing it way to often, and just cuts off to the descale light in the middle of make a cuppa, making it unusable until the descale is complete, it is dispensing way to much water when its only supposed to be 3l, last time was 12 litres, and now the filter caddy broke when i was taking out the filter to replace it, so that is now useless as the water just pours out the side where it is broke, the caddy is a bit tight removing and inserting a new filter it was always going to break at some point, it also broke a bit off the new filter and the water just pours out that hole now so that is also useless, the water tank is also quite tight and been an nightmare trying to get that off, no doubt that will break at some point also, its still in warranty, and have contacted the seller but they gave rubbish info about the descale option and i have to contact AO about the broken caddy if i had seen reviews on here first i would never have bought it, too much hassle for a hot water boiler

The cooling fan runs continuously, then it locks up and the only way to clear that is to dispence chilled water. It's an awful machine

Absolutely appalling product . These hot and cold dispenser last couple of months of even days .I had one that broke within two weeks
How I know It's my sixth one and I don't think I want another one. They are nearly a single use product

My original machine had a glitch and wouldn’t work through the start up process. Once I did get it working, it would lock out if you didn’t switch it off immediately. Customer service was great and they sent a replacement in four days. However the replacement had the same fault, my 3 is, when working, it works well and does the water to the correct temperature. In addition, the customer service was excellent. Just very disappointed with the glitch on the product which makes it so irritating.

I am extremely disappointed with my experience using the Aqua Optima device due to serious malfunctions and safety concerns.

The device has been malfunctioning. I followed the company's advice twice—once today and once three days ago—to let it rinse with 5 liters of water. However, it continued to rinse uncontrollably, using over 10 liters each time. I stood beside the device for hours, constantly refilling the tank, but it still did not work. The device does not respond to any button commands, making it completely unusable.

More concerning, while the device was turned off and I was cleaning it, it unexpectedly discharged boiling water, severely burning my hand and arm. This is a serious safety issue, and I have provided the company with video evidence of the malfunction and my injuries.

Additionally, my experience with customer service has been disappointing. Despite reaching out multiple times, the issue remains unresolved, and one agent I spoke with was dismissive and unhelpful.

This situation has been extremely frustrating, and I cannot recommend Aqua Optima’s products due to the safety risks and inadequate support. I urge the company to take responsibility for this faulty device and the harm it has caused.

The jug leaks around the lid when pouring.

Very good customer service very good company

If u could leave no stars I would . Ordered the aqua optima water chiller and water filter. After a few weeks noticed the water tested like plastic. Changed the filter and cleaned it all out , stil the same.
Complained to Debenhams who said they would contact the seller they refused a refund however said they would send out another item.
New item came and the same issue disgusting product and service from Debenhams.

I bought an Aqua Optima Aurora Instant Hot Water Dispenser, 3.0 Litre Capacity, Black colored from Amazon in 19th June 2024. The machine started to perform abnormally a week ago, I asked the seller about the maintenance via Amazon and he/she referred me to the website of Aqua Optima. After filling in the enquiry form from the online platform, a lady called Shelley flowers contacted me by email and asked me to video tape the problems. I sent right away a video and she told me to descaled the machine, I replied that I have been repeating the process for several days but the problem continued, it should be out-of-order and asked where I can send the machine for repair. I haven't received any response from them even after 4 more emails urging for a reply.

I bought this machine for less than 2 months, and it's meant to be used on daily basis, how inconvenient and troubling it is with such irresponsible reseller and manufacturer!! It is totally unacceptable!!!

Our Aqua Optima Aurora broke down after 2 years of using it without any problems due to a leak that managed to break the circuitry. The customer support team was very quick to help us out and when they realized it was unusable, they have sent us a replacement free of charge in under 2 weeks.

Aqua Optima Aurora Instant Hot and Cold Filtered Water Dispenser.
I bought this item in April 2022, worked well until March 2023 when it failed, causing the House Circuit Breaker to trip. Fortunately it was within the 1 yr warranty and was speedily replaced by Aqua Optima.
This replacement unit worked well until July 2024 (just over 1 year from new) when it failed with the same issue as the original i.e. 'trips the household mains circuit breaker'. Is there a design/quality issue? I believe so.
I again contacted Aqua Optima, but this time they refuse a replacement as my original purchase was in 2022 and their warranty is only 1 year. Response from Aqua Optima:
"I am sorry that you are not happy with the outcome and unfortunately we cannot help further."
So, although the unit is really good when it works, DO NOT EXPECT IT TO LAST MUCH MORE THAN ONE YEAR.
Rather an expensive product for 1 year service.

** UPDATE **
One day after posting this same review on 'Aqua Optima' Facebook page, I received a positive response from them:
"Hi Neil, thanks for taking the time to leave a review, and so sorry to hear you've had this experience with us! We are aware of the product issue that you've raised, and we have now rectified this. We would like to send you a replacement (apologies that this will be the second replacement!), as you are entitled to one under the guarantee. I have just tried to send you a direct message to request your details, but under your profile settings I am unable to reach out. Could you please send this page a direct message? And once again, we're so sorry you've had this experience with us! This is not the experience we expect for our customers."

The following week I received a new unit. As was stated in their response, they have resolved the product issue so I am hoping for long and happy use!!

I had this machine for 3 weeks and it began to get very hot and make a noise. It’s taken the Range 3 more weeks to answer my many messages and now they don’t have a telephone service for customers. I’ve been told the same as many others to use 2 litres of white vinegar to descale it. I’ve informed that if it catches fire I’ll sue them. Still waiting. I’m going to complain to head office as I’m a pensioner and can’t afford to throw £179 down the drain after only 3 weeks working. 😡😡😡