Aquatruwater Reviews 24

I had some issues with my AquaTru, but the customer support team was absolutely fantastic. They guided me patiently through every step, always quick to respond and genuinely committed to solving the problem. In the end everything was resolved and I couldn’t be happier with how I was treated.

Great product and truly outstanding support – I can honestly recommend AquaTru to anyone.

I didn’t receive my filter yet but as I messed up my order, the client service made everything to make it right. So far I’m delighted. I’ll let you know more when I get the carafe. 💃🏼

We have owned our Aqua Tru Water machine for about two years now and it gives us incredible quality and tasty drinking water which, living in London, is absolutely imperative. It's easy to maintain and clean and looks pretty cool on the counter top. The addition of the sliding tray is great for movement back and forth so that you can bring the machine to the counter edge to fill larger bottles. This review was prompted by a recent excellent customer service experience (Thank you Eia!) who dealt with our issue promptly and courteously, even though we are well out of warranty. I would defintely recommend this company if you want great quality, safe and tasty drinking water.

Ordered a product they didn’t have in stock (with no warning), got zero updates after purchase, and only after I reached out (2 weeks later) did they admit the delay without an apology or explanation.

I offered a fair resolution, but they canceled my order without consent — no apology, just a silent refund.

Completely unprofessional.

Customer service was friendly to deal with and my product works just as expected. The water tastes good :)

I was a bit concerned after reading some reviews about purchases from the European branch.

Nevertheless, after watching some videos and reading a lot of positive reviews, I decided to take the risk.

It took about 2-3 weeks for delivery from the Netherlands to Bulgaria (Byala, Varna oblast). Order placed on 9 and received on 26 June 2025. The customer support wasn’t great. I requested details on my order the day after I made it, but I never heard back from the support team, even after following up with multiple emails. I tried calling once but got the answering machine, and when I called again a day or so later, I managed to speak with a lady from the support team. She gave me the weak excuse that my email—sent to both of their customer support emails—ended up in the spam folder. I would have believed that in the early 2010s, but not now, especially if that’s your business.

The product itself is absolutely amazing. I got the AquaTru Carafe with the alkaline mineralising filter. It was very well packed in a double box. I measured the TDS before the filter at around 200 particles, and after the filter (with re-mineralisation) it was around 50. Very simple to use—it takes about 10 minutes to fill a full jug of about 1.7 litres. Still haven't figured out how the waste water ends up back in the fill tank without having to go through the filters again...

I had an issue with my AquaTru order where the original shipment was significantly delayed and eventually went missing in transit. While this was definitely frustrating, I have to say that the customer service team handled it exceptionally well.

They responded promptly to my emails, kept me informed throughout the process, and, once it became clear that the original parcel couldn’t be tracked, they didn’t hesitate to send out a replacement order via FedEx for faster and more reliable delivery.

Their communication was professional, understanding, and solution-focused. Even though the shipping problem was out of their hands, they took full responsibility and made sure I wasn’t left waiting.

It’s rare to see this level of support these days, and it made all the difference. I truly appreciate how they turned a frustrating situation into a positive experience.

Highly recommend AquaTru—not just for their products, but for the integrity of their support team.

They dont answer the phone or mail. Product is leaking

ordered the AquaTru Classic with high expectations, given the premium price and supposed reputation. What arrived? A leaking, damaged unit straight out of the box.

You’d think a company charging this much would have solid build quality and basic quality control. Apparently not. Even worse, when I contacted them asking for a return and refund, their very first reply stated no returns allowed. Seriously? The product is faulty.

What followed was a painfully slow month-long back and forth — I was asked to endlessly test things, take photos, videos , and wait days between each response. No urgency, just hoops to jump through while I was left with a broken product.

Eventually, and without asking, they sent a replacement base. I had already requested a refund multiple times, which they ignored. Weeks later, they finally admitted fault but told me I’d need to pay to return both the broken unit and the replacement.

Let that sink in: they sent a broken product, delayed for weeks, sent something I didn’t agree to — and then expected me to pay to return it all.

I’ve now had to escalate this through the European Consumer Centre and my bank to get basic consumer rights respected.

If you’re considering AquaTru, pray your unit arrives intact — because if not, you’re in for a long, frustrating ride with one of the worst customer service teams I’ve ever dealt with. Hugely disappointing for a “premium” brand.

2 stars because the Aquatru carafe seems to be working fine. I was tempted to give 1 star for the extremely crappy customer service though. It took 5 weeks for my order to come (I see from other reviews that I'm not the only one). Generously, after a few email, they offered me some descaling powder! Wow! 10 bucks gift: fantastic!!
Basically, if you order on their website, it says available when it's not. Be aware!

Order AQ12286 I ordered products from Aquatru.eu on November 21st, and after a week, I received information about a 1-2 week delay. A few days ago, I wrote an email to check on my order. I only received a brief response that my order would be delayed by another month and would arrive in mid-January next year!!! What an unserious company! I hope the order finally arrives so I can change this review, but for now, the lowest rating possible.

Update: The order arrived today but is incomplete; one filter is missing (I sent the information and photos via email).

I have paid for two aquatrus and haven’t received either one. Customer service contact has NOT been available the last four times I tried to call. Extremely bad experience so far.

Filter worked great until after 2 months. Where the internals started leaking. Wrote to customer service, they did one suggestion that didn't help and then went quiet. Have been trying to get in touch with them for over 2 weeks but without reply. Product doesn't seems solid and customers service is non existing in my case.

Update: I managed to get in touch with the CEO and he helped to resolve the situation immediately. I have a new unit on the way. It's a bit shame it took so long but he reassured me they will discuss the case / mistake and it should not occur again.

After one week of waiting, I opened DPD website to check where my shipment is. Unfortunately the item is stuck in the Netherlands. So I emailed the company multiple times and no one is replying.. The last email I sent is cancelling the order and I demanded a refund. Of course no one answered that email as well. I will forward this issue to my credit card company so they refund my money. Absolutely not recommended to buy anything from this company!