Aquatru Anmeldelser 

Please can somebody come back to me. I have left voicemails 2 weeks ago, used the WhatsApp messaging service and emailed. I got a response to an email asking the exact questions I had already included in my email, bar one. I replied the same day - Friday and haven't heard back.

My machine has always run slow. It is only 2 months old and I filter on average 3 litres a day. I use fresh water each time, clean both the water tank and carafe weekly and descaled it after 1 month.

It is taking over 30 minutes to filter and the tds is showing as 168. Something is definitely not right.

I used the Aquatru plugs and descaling solution and followed the exact instructions. I have checked the filters are seated properly a few times now

Please can someone come back to me.

Order number - AU16314

Thank you

I have been trying to contact them for few days before placing an online order. It's impossible to talk to any human, you get an aswer machine on landline, no answer to Whatsapp, no reply to emails. How can you trust a company that has no customer service? Trust in not only built with certifications. If I buy something expensive, I'd like to know there's some sort of assistance I can reach easily, but clearly it is NOT there.

I had received my AquaTru Classic and I am thrilled! The machine works wonderfully and the water is so delightful.
It would have made the machine more efficient if there are more functions as water cooling and heating, also the quality of the water- how polluted it is.
Overall I enjoy the quality of the product.

Very poor performance on the water filter and the company are very unhelpful.
Please avoid

I already reviewed aquatru the main company, so i hope its not breaking any community rules if i review the uk division separately. I had a very positive experience with their customer service so i think it makes more sense to actually post it here as well. My machine had a leak and because of it they sent us a whole new unit under their warranty. First they provided us with some simple easy to perform checks to make sure we installed everything properly. It was super fast and they were very responsive. I was also very suprised that they have such strict warranty policy that they sent a whole new machine to replace one that was still fully functional only leaking a little too much. I genuinely don’t think ive ever experienced such a responsive, fast and generous customer support from any other company i bought from. I highly recommend aquatru.

I've been using the Aquatru carafe for 6 months and I absolutely love it. I think it's probably the best reverse osmosis system available in the UK. Filters are also not too expensive. Good value for money.

Best water quality, but worst customer service experience.
​Review:
I am giving 2 stars because while the AquaTru is undoubtedly the best water machine on the market, the company's service is unacceptable.
​The Product: 5/5. If you care about health, this is the machine to get. It is one of the only systems that effectively removes PFAS, fluoride, and microplastics without using toxic BPA/BPS components (it uses Tritan and glass). The water quality is pure and the best I’ve ever tasted.
​The Service: 0/5. My experience was a nightmare. I waited 3 months for my order to ship. During this time, communication was non-existent. They missed multiple deadlines (mid-February, end February, March), and I had to constantly chase them for updates. Worse, they repeatedly ignored my emails asking for a fair resolution. I only received a partial refund (£25)after a very firm final demand and still needed to ask to actually get the refund processed.
​Summary: Buy this for the water quality, but be prepared to fight for your order and deal with being ignored by their support team.

Whilst their products are generally recognised as of high quality, the customer service of AquTru UK appears less good.

Many reviews mention difficulties in eliciting a timely response when customers make contact; the small print on the AquaTru website states that customers cannot cancel an order and that any returns have to be made at customers' expense; the phone contact details for the UK are not to a UK number.

These shortcomings are sufficient that I would rather place an order through Amazon than directly through AquaTru.

Si vous habitez en Suisse, mon expérience vous sera très utile.
J’ai commandé le 5 janvier 2026 une carafe Aquatru avec filtre alcalin (facture AQ22678). Dès la commande, j’ai remarqué quelque chose d’étrange : dès que l’on indique une adresse de livraison en Suisse, les prix passent automatiquement de euros à francs suisses avec un taux 1 € = 1 CHF, ce qui revient à dévaluer le franc suisse d’environ 8 %.
Le montant total reste identique, mais la ligne “TVA incluse” disparaît, sans aucune indication de détaxe ou d’ajustement transparent.
J’ai contacté Aquatru pour demander des explications. Voici leur réponse :
‘’Les différences de prix pour la Suisse seraient dues aux taxes d’importation, à la TVA locale, ainsi qu’aux coûts logistiques et d’expédition. Selon eux, le prix en CHF ne correspond donc pas à une simple conversion, mais reflète les “coûts réels” pour livrer en Suisse.’’
En résumé : ils justifient le taux de change gonflé par des frais divers.
Pourtant, leurs conditions de livraison indiquent clairement que les commandes de plus de 200 € bénéficient de la livraison gratuite en Suisse. Ma commande totalisait 479 € / CHF.
J’ai finalement reçu mon colis le 23 janvier (un article était en rupture de stock).
Mais quelques semaines plus tard, j’ai reçu une facture FedEx numéro 227849208 de 62,90 CHF de taxes, et inclus 22 CHF de frais de dossier, soit 34 % de frais supplémentaires.
J’ai échangé plusieurs emails avec leur directrice marketing, Mme Eia Santillan. Malgré mes arguments, Aquatru a maintenu que leur mode de facturation était “correct”.
À vous de juger de la transparence de la marque.
Pour ma part, j’ai trouvé une solution : faire livrer en France pour éviter ces pratiques et ces frais cachés.

Wouldn't ever buy again. Extremely slow customer service and delivery. It's taken over 2 months to receive some replacement filters for the water machine.

I ordered an AquaTru system directly from their website on the 19th because it was clearly listed as in stock. Days passed with no shipping update, so I finally emailed customer support—only to be told the product is actually out of stock. Apparently it won’t be available again until the end of the month.

So let me get this straight: AquaTru is perfectly happy to take your money immediately for an item they don’t even have, and they won’t bother telling you there’s a delay unless you chase them for answers yourself. That’s not just poor communication—it’s misleading and incredibly frustrating.

If a product is out of stock, say so. Don’t advertise it as available, take payment, and then quietly sit on the order until a customer has to ask what’s going on. At the very least, proactive communication should be the bare minimum.

Right now my experience with AquaTru has been nothing but wasted time and zero transparency. If this is how they handle something as simple as inventory and order updates, it doesn’t inspire much confidence in the company at all.

I was going to cancel my order, as I am was disappointed by the lack of response from customer service when I email them to ask when my Aquatru Carafe will arrive. It is true that I have since received a reply from them apologising for the delay with the promise of a further discount. However, I have yet to receive this! I reserve judgement to give Aquatru the opportunity to do this and to deliver the Carafe by the deadline given.

We bought our first water filter 18 months ago. We were very pleased with it, but we did have issues due to not following the guidelines around the descaling process correctly. We live in a hard water area. Reading the manual and understanding this Carafe and looking after it will be worth it! After liaising with a very very helpful customer support team via email, I was able to troubleshoot and correct the problems that had happened due to not following the instructions correctly. As a result, I managed to salvage the filter. Limescale build up can affect the water tank and I did have to replace that and afterwards it was working perfectly. You also need to replace the cartridges as soon as prompted to do so to maintain your system. Through proper care, maintenance and use, this is by far the best water filter carafe system on the market. I have since purchased another carafe so we now have two in the house. If you have very hard water, it is important that you descale your filter at least once a month. I would also recommend using the water softener taps to top up your water tank as long as you are using food grade salt tablets. This is kinder to your filter and limescale will not build up as quickly. Look after this filter and it'll give you the finest water you could possibly desire. I have also started using the Pre Carbon Mineral Boost cartridges just to replace with minerals lost during the reverse osmosis process. We love this filter!

Terrible customer service when the filter has faulted. The filters don’t last the time they claim, 2 years max- my lasted 6 months. Have had the unit less than 12 months the and CV Ange’s the filters twice and now it’s broken. Not fit for purpose and customer service is slow to response and repeatedly send troubleshooting tasks to complete- even when confirmed already carried out. Don’t buy.

I’ve been using the Auqatry Carafe for a few weeks now and I am very happy with my purchase. I switched from having mineral spring water delivered every three weeks to filtering at home. Not only does this lower my overall cost, but it also feels like I am reducing my environmental impact and making a positive difference.

But, it was the independently verified performance datasheet that truly convinced me to choose this company and product. It clearly outlines the impurities that can be present in our so-called “safe” drinking water (things like pharmaceutical residues and fluoride…), and that gave me confidence in the filtration quality. The machine itself feels well-built, sturdy, and durable. Delivery was quick (just 2 days), and the product was securely packaged with clear, simple setup instructions.

Customer service has also been good in my experience. They typically respond within a day or two, are friendly, and resolve matters effectively, which reassured me after seeing some mixed reviews online.

Overall, I am a happy customer and feel good about my decision. I am hopeful that AquaTru will continue working toward even more sustainable efforts in the future, such as filter disposal and recycling solutions.

Ordered AquaTru filters on 31 December. Took my money with no indication the item was out of stock.

Only found out after I chased them myself on 8 January. Was told stock was on the way and my order would ship by end of January at the earliest.

It’s now 27 January — still no shipment, no update, no communication.

What makes this worse is that the same filters are currently available individually, meaning they could easily have fulfilled the order but chose not to.

I’m left with a completely unusable AquaTru system because filters aren’t available.

Very poor stock management, poor communication, and missed commitments. Extremely disappointing experience.

They're not following good commercial practices. They put their products (including the Alkaline counter top RO filter that I bought) on sale while being out of stock.
It says deliveries can take a few business days, yet a month after my order I still haven't received the product I've paid for.

Order process was seamless and delivery was within a week. Purchased an AquaTru Carafe. What a great machine. Water tastes fantastic and so easy to use. Have changed from using a distiller to this reverse osmosis machine and it's great so far.

Their customer service is excellent. We've been using the aquatru classic for many years now. Had an issue with the base unit after using their desalinating kit and they resolved it for us with ease. Only recommendation I have is around design - it would be nice to be able to access the filter/motor of the unit. 9.5/10 product, 10/10 customer service. Keep it up!

Initially, I was an avid fan of the product and used it for five years. I recommended it to all my friends. After investing thousands of dollars in filters, tank replacements, and other accessories, the product suddenly stopped working. We emailed back n forth a half dozen times over two weeks and did loads of troubleshooting sessions, I was ultimately advised to purchase a new tank. Unfortunately, I am now unable to return it, even though it was recommended as a solution to the problem. (Hygiene ) Now, I am stuck with a new tank that I cannot return. Additionally, I have numerous new filters only work with their product , what began as a game-changer in the industry has turned into a scam. It may or may not work, and are forced to spend more money. Don't buy it. Save your money and your sanity.