AquaTru Avis 

Love my countertop Carafe. I use this for my kettle and for my dog, who has issues with my very hard water.

Excellent design, fits nicely in small kitchen, works great, and the filters last a long time.

For $500 it’s a relatively cheap design. Both holding tanks are small and plastic. You cannot simply add water to the unpurified water tank, you must remove it, empty it and refill it or it warns you will risk ruining the filtration system. Every time you remove the unpurified water tank water leaks out and fills in the holding area of the tank. If you don’t wipe it up when you put the tank back it’ll spill out all over your counter. The system is not smart enough to realize that the old unpurified water has not been replaced so when you go to get a glass of water it starts trying to purify the leftover water in the unpurified tank which as stated earlier can cause harm to the system. This requires you to basically always have the second tank removed when you aren’t actively filtering water which leaves the 2 rubber filter lines exposed. Pretty disappointed to have paid so much for a pretty basic water filter that requires more work than your $25 filters.

I had an issue with the water tank. Aquatru responded and took care of the matter. Good customer service!

Water taste good and easy to use.
Small footprint.

It looks nice and it was easy to set up and figure out. I am now drinking coffee with pure, clean water. That feels good. I need to find a nontoxic water bottle and then I'll start using it for my daily water intake. I also want to purchase an alkaline filter so I can still get the minerals that are normally in bottled water.

We like the clean water, much better than our old charcoal filter system.
We don't like the water that is wasted after the filtering cycle is completed. Could add up to a considerable amount of $$,
We find the process of filling the supply bucket very clumsy.

I worked with Jesus who gave exceptional customer service! I had a delivery problem of a product which he solved with ease, simplicity and quickness. Bravo Jesus you made a big difference in my life. Thank you!

I was sent a new RO filter after troubleshooting with your Customer Service and it’s not any better I called again two days ago and they said to send him a video which I did I have not heard back from anybody

We absolutely love the Carafe purifier we purchased from you. The water it delivers has zero taste or smell, just pure and the filters long lasting. An excellent investment in our health.

Our aqua tru produces excellent water and is easy to fill. We ordered a second pitcher due to wanting them in the fridge and it’s an excellent addition. We love the design of the pitchers and they are easy to pour into any vessel.

I cant speak more highly of this company!! I purchased the countertop RO system earlier this year and can "clearly " see and taste a difference!! Love not using bottled water anymore but above all of that is this company's customer service. In a time when it is truly not the best Aquatru shines thru!!! Thankyou for that :)

Easy to set up.
Excellent design.
A pleasure to use and maintain.
Great value.
Keep up the strong work!

I'm a Canadian that bought the AquaTru Carafe directly from the AquaTru web-site instead of from a Canadian distributor because I could get a larger discount. I had concerns over whether I would get dinged for hidden additional costs like duty, brokerage fees, shipping costs, tariffs, etc - but I paid exactly what was shown in the checkout form on the web-site. I'm very happy with my purchase. It is so convenient to have this counter-top model right next to my fridge where I can then put the newly filled carafe in my fridge for easy access to cold purified water. Would highly recommend.

Bad experience. Basically shouldn’t have bought it. Stopped working after two months. Company said we need to descale it once a month. But the descaling product is not available. And we didn’t sign up for the added expense.

See their response
(Just for record, living in Chelsea central london.)

Thank you for getting in touch, and for the clear detail you have provided about your situation.

When both the “Empty & Refill” and “Purifying” lights are illuminated simultaneously and the filtration process stops, this indicates a Maintenance alert. It is important to follow this warning, as it helps prevent clogging of the filters and blockage of the pump. Ignoring this signal may eventually lead to further performance issues with the unit.

We checked the water hardness in your area and it's 14.5°dH or 259 ppm. We mention in our user manual that it is recommended not to use AquaTru if your tap water hardness exceeds 171 mg/L, which is approximately 9.5°dH (degrees of hardness) or 171 ppm. However, if your tap water is harder, you can still use AquaTru effectively by performing our descaling procedure with our descaling kit on a monthly basis. This will help prolong the lifespan of both your filters and the device, ensuring you get the best performance from your AquaTru.

If your tap water is significantly harder, it may also be beneficial to use a water softener before filtering the water with AquaTru. This additional step helps prevent excessive limescale buildup and optimizes the performance of your system.

Given the hardness of your tap water, you might need to replace your filters, especially the RO filter, more frequently due to limescale buildup. The good news is that the RO filter prevented all the contaminants in your tap water from entering your body.

Normally, we would recommend descaling the device to resolve this issue and restore your AquaTru to optimal functioning. This can easily be done using our AquaTru Carafe Descaling Kit. Unfortunately, the descaling kit is currently out of stock due to raw material delivery delays and is expected to remain unavailable until the end of July.

In the meantime, we recommend trying the following steps:
Please check the pins on the back of the unit where the tap tank sits. Press them down gently and make sure they move smoothly, go down when pressed, and spring back up when released.
We also recommend starting and stopping the pump a few times:
Place the full tap tank onto the base.
Let the unit purify for a few seconds.
Then remove the glass carafe.
Repeat this process approximately 3 to 4 times.
This can sometimes help loosen minor blockages or air buildup in the system.

If you still experience the same issue after trying these steps, we would recommend waiting until the descaling kit becomes available again, as a full descaling procedure will most likely be necessary.

We apologise for the inconvenience and appreciate your patience.

If you have any further questions or require additional assistance, please don't hesitate to contact us again. We would be happy to help.

Best Regards/ Mit freundlichen Grussen/
Cordialement/ Met vriendelijke groet,

AQT logo (3).jpeg

Eia Santillan
Team AquaTru UK

Aqua Tru is great. I trust their water filters . They really work wonderfully. It feels good to know I'm drinking safe water. Their Customer Service is also very friendly and helpful and easy to work with. I highly recommend AquaTru

​I bought an AquaTru water filter pitcher, and it stopped working completely after only 6 months of use.
​I reached out to customer support, but it has been over a month now and the issue is still not resolved. They sent a replacement power adapter that did not fix the problem at all, and since then, they either ignore my emails or send generic replies without taking action.
​I have sent 4 daily follow-ups recently and still no concrete solution (no replacement, no refund). A product at this price point should not fail in 6 months, and a company should not abandon its customers like this.
​Avoid this company if you expect reliable products and decent customer support.

So far the AquaTru is performing well and to our liking.

I strongly recommend that potential customers read this before ordering from AquaTru UK. From march until now July I have not been helped and not got my refund.

My AquaTru Classic arrived faulty. It would not switch on and produced a burning smell when first plugged in, so I stopped using it because I was concerned about electrical safety.

I contacted AquaTru immediately and followed every troubleshooting instruction they provided. After considerable delay, they gave me their own prepaid Royal Mail return label. I returned the full unit with all components and obtained proof of postage.

The parcel was then lost after being accepted by Royal Mail. AquaTru later confirmed in writing that:
• I had returned the item using their prepaid label
• I had provided valid proof of postage
• Royal Mail could not locate the return
• AquaTru accepted that my order should be refunded

However, they then said they could not issue the refund while a Chase chargeback remained active and repeatedly asked me to close it.

Acting in good faith, I requested that Chase close the dispute because AquaTru promised in writing that my refund would be processed immediately once it was closed.

Chase has since confirmed that the dispute was fully closed on 9 July and that the merchant was notified on the same day. Despite this, AquaTru continues to state that the chargeback is showing as active in its payment system, and I still have not received my refund.

I have sent numerous emails and, at one stage, four or five messages were ignored before I eventually received another response.

I have complied with every instruction. AquaTru has the proof of return, has accepted that I am entitled to a refund, and has repeatedly promised to refund me. Yet I remain without both the faulty product and my money.

This has been one of the most stressful and disappointing customer-service experiences I have ever had. Based on my experience, I cannot recommend purchasing from AquaTru UK, particularly because of how difficult and drawn-out the refund process has been.

The customer service team are delaying the refund.

⚠️ I will update this review fairly if and when AquaTru finally processes my full refund.

Worked fine until it stopped due to need to descale. Then after ordering descaler directly from Aquatru, discover that it takes weeks for delivery (from China), duringvthose weeks - back to drinking tap water.

Worse, when you complain of delays, they try and mislead you suggesting it’s been shipped but will take weeks to show up on tracking.

Weeks.

“Sorry for the misunderstanding” they say and then offer a discount.

“American?”

No, I don’t think so. Maybe its American owned, but it appears to now effectively be another drop shipping Chinese operation with questionable honesty.