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. H... Ver mais
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Veja o que dizem as avaliações
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 wate... Ver mais
A empresa respondeu
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 th... Ver mais
A empresa respondeu
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 f... Ver mais
A empresa respondeu
Detalhes da empresa
- Fornecedor de tratamentos para água
- Fornecedor de filtros
- Purificadora de água
- Fornecedor de equipamento para abrandamento da água
Escrito pela empresa
AquaTru UK is the official distributor of AquaTru water purifiers, designed to deliver clean, great-tasting water straight from your tap. Our award-winning reverse osmosis systems are independently certified to remove harmful contaminants like lead, chlorine, PFAS, and microplastics. We’re committed to making pure water accessible, sustainable, and affordable for every UK household. Our purifiers help reduce single-use plastic and provide a healthier alternative to bottled water, all with the push of a button. Our products are trusted by thousands of customers across Europe, with a large base of verified customer reviews collected through our official online stores. With dedicated UK-based customer support and a growing community of happy customers, AquaTru is your trusted partner for water you can feel good about every day.
Informações de contato
Groesbeekseweg 22, 6524 DB, Nijmegen, Holanda
- +31 24 202 21 95
- info@aquatru.co.uk
- aquatru.co.uk
2,8
Bom
26 avaliações
Sem histórico recente de pedidos de avaliações
Esta empresa não convidou os respectivos clientes recentemente, portanto as avaliações podem não ser representativas
Respondeu a 92% das avaliações negativas
Normalmente leva mais de 1 mês para responder
Como esta empresa usa o Trustpilot
Veja como as avaliações e classificações são obtidas, pontuadas e moderadas.
Order AU10652
Order AU10652
They have taken payment and sold something which they didn't have in stock waiting for dispatch from 2 weeks now
They said they have classic version available so we said ok sent us that one but still no reply and nothing dispatched yet
They Reply Emails after 3days or they don't reply at all.
Now we are feeling like scammed so had to call bank for chargeback soon
Don't use them wish i should have seen reviews before.
22 de setembro de 2025
Avaliação não solicitada
Resposta da Aquatru
Hi Jas,
Thank you for taking the time to share your experience. We’re sorry for the frustration you felt at the time while waiting for your order. We understand how concerning delays and limited updates can be.
After reviewing this order, we can confirm that the parcel was delivered. We also acknowledge that our communication during that period did not meet expectations, and we appreciate you raising this. Feedback like yours helps us improve how we handle stock updates and customer enquiries, especially during busier periods.
If you have any remaining questions or need further support, our customer service team is always happy to help.
Best Regards,
The AquaTru Client Support Team
Broken after 6 months.
After six months of owning the carafe filter, it no longer works. I purchased it in March and started having trouble with it almost right away. They should’ve replaced it then, but didn’t. Now the maintenance light won’t stop coming on even though I’ve descaled the unit and replaced a filter and it’s taking 2+ hours to fill the carafe. Customer service did not want to let me return it, but they did end up offering to ship me a new base. I’ll have to wait 10 days for this base to get here while I deal with the broken one I have. Not worth the time, energy or money!!!
Also, you can no longer leave a review on their site. So all those five star reviews? I don’t think so.
1 de setembro de 2025
Avaliação não solicitada
Resposta da Aquatru
Hi Janet,
Thank you for taking the time to share your experience. We’re genuinely sorry to hear how frustrating this situation has been for you, that’s certainly not the experience anyone expects or deserves.
To clarify for other readers: this review relates to a purchase and customer service experience in the United States, which is handled by a separate distributor and support team. Our Trustpilot UK account represents AquaTru products sold and supported in the UK and Europe, with different service processes and return policies.
That said, we understand how disappointing it is when a product doesn’t perform as expected, especially so soon after purchase. We’re glad to hear a replacement base has been arranged, though we appreciate that the waiting time adds to the frustration.
Regarding reviews on our websites: we work with Yotpo (not Trustpilot) and you can definitely leave a review on our websites.
We truly regret that your experience has led to this level of dissatisfaction and hope the replacement resolves the issue fully.
Thank you for sharing your feedback, it’s important for continued improvement.
Kind regards,
AquaTru UK Team
Purchased two machines now
Purchased two machines now. Had issues with the first one which Marixie resolved. Happy customer.
1 de março de 2025
Avaliação não solicitada
Resposta da Aquatru
Thank you so much for your kind words and for coming back to AquaTru for a second machine—it truly means a lot to us!
I'm really glad we were able to sort things out with your first unit, and even happier to hear you're now a satisfied customer. If there's ever anything else you need, I’m just an email or call away.
Enjoy your AquaTru and thanks again for your trust!
Warm regards,
Marixie
Customer Support | AquaTru UK
excellent customer service
excellent customer service by Marixie. produces clean water without nasty things inside.
1 de outubro de 2024
Avaliação não solicitada
Resposta da Aquatru
Thank you so much for your kind words! We’re thrilled to hear that you’re enjoying your AquaTru and that the water quality meets your expectations.
We’ll be sure to pass along your lovely compliment to Marixie, she’ll be so happy to know her support made a difference.
The filters are not recyclable - creates a lot of waste
The unit works well and we've been enjoying using it, but I just discovered that the filters, which need to be replaced every few months, are not recyclable at all. This is terrible - they are quite large and full of plastic and other materials which are damaging to the environment if sent to landfill. Their website is completely misleading, it boasts that they are making 'sustainability efforts', when this is the absolute opposite. It was a mistake to buy from them and we'll now look for another option.
17 de janeiro de 2025
Avaliação não solicitada
Resposta da Aquatru
Thank you for your honest feedback, we're glad to hear that the unit itself has been working well and that you've been enjoying using it.
We completely understand your concerns about the environmental impact of used filters. You’re right that the used filters currently cannot be recycled through regular household recycling channels. At the moment, the best option is to dispose of them with standard residual waste. However, we do encourage customers to check with their local recycling centers, some facilities may be able to separate components or advise on a more sustainable disposal method.
We genuinely appreciate your feedback. Sustainability is a long-term commitment, and hearing from customers like you helps us better understand where we need to improve. Your comments will be shared with our team as we continue exploring better solutions.
Still can trust this company
I ordered the Aquatru carafe on November 21 and received it on December 6, but it was faulty. Their customer service only sent a template email asking me to check a few things, like reinstalling the tanks, checking the magnet, and checking the floats, all of which are mentioned in the manual. I have been following up with them via email and WhatsApp, but I haven't received any response. It seems their strategy is to ignore requests until customers get tired and give up. Don't buy anything from this company; they cannot be trusted.
There are many ways to contact them, but you will always get a template reply without any additional information. Their responses sound like they are willing to help, with phrases like "Your satisfaction is our top priority," which is 100% not true. All they are doing is writing some nice words to buy time. Don't waste your money on them.
Update [23 Dec 2024]: Eventually, Aquatru sent me a brand new machine, and it works pretty well. Thus, I changed my rating to 5 stars, you still can trust this company.
16 de dezembro de 2024
Avaliação não solicitada
Resposta da Aquatru
We’re truly sorry to hear how disappointed and unsupported you’ve felt. That is never the experience we want for our customers.
We understand how frustrating it must have been to receive a faulty unit and then feel like your concerns weren’t addressed properly. Our first step is always to rule out the most common setup issues, which is why we often ask those initial troubleshooting questions. That said, if those steps didn’t resolve the issue, we absolutely should have followed up more quickly and clearly.
We’d really like to check whether this has since been resolved. If you’re still experiencing problems or haven’t received the support you need, please contact us directly at info@aquatru.eu, and we’ll make sure someone follows up.
We’d appreciate the chance to make things right for you.
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