Stay away
Stay away. This is probably the worst customer service I have ever experienced. In fact, I can't remember ever dealing with a company that is so unprofessional, disorganised, and rude.
Firstly, I ordered from Aquasana Europe, so when I placed my order for delivery to the Netherlands, I naturally assumed they had a European distribution centre or subsidiary. At no point on the website, including during checkout, was it made clear that I would be responsible for customs duties and import charges. A few days after placing my order, I received a message from the shipping company informing me that I had to pay additional customs and import fees before my package could be delivered.
I immediately contacted Aquasana by both phone and email. The woman I spoke to on the phone was extremely rude, dismissive, and continually interrupted me, talking over me whenever I tried to explain the situation. She told me she worked in sales, not customer service, and offered no help whatsoever. Their email responses were equally blunt and unhelpful, informing me that if I refused the shipment, I would still be charged return fees.
The entire process felt chaotic, from the unclear checkout process to the poor communication and lack of customer support. When I emailed to formally complain about the lack of transparency, the way I had been treated, and the unacceptable customer service, they simply ignored me.
As it stands, I have paid for an item that I have never received, and I still have not been refunded. After experiencing such a disorganised ordering process, an unclear website, rude staff who repeatedly talked over me, and unhelpful customer service, it genuinely makes me question whether the company can be trusted to deliver on the quality and performance it claims for its products.
You can report them to the following:
European Consumer Network – Contact the European Consumer Centre Netherlands (ECC Netherlands) for free advice on your cross-border consumer dispute.
ACM ConsuWijzer – Report the trader if you believe they failed to clearly disclose import charges before purchase.
Citizens Advice – Submit a complaint about the UK trader.
Citizens Advice can refer cases to Trading Standards where appropriate.
PayPal Resolution Centre – If you paid through PayPal, open a dispute there rather than sending an email