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Although Sorso implies to sell a high quality product it is far from.
The product developed a crack within a week of use making it useless. The company considers this ‘normal’ wear and tear and does not offer replacement. The customer service is appalling and the issues appear to be recurring. I wish I would have none this before spending this amount on a product.
We purchased three Sorso units for our homes and have recommended the product to countless friends. For a while, we were genuinely happy with the system — until one unit stopped working less than six months after purchase.
That’s when everything fell apart.
Sorso’s customer service was shockingly poor. Instead of offering support or solutions, they repeatedly implied the issue was our fault. They provided no meaningful troubleshooting, no replacement options, and no sense of accountability. We were asked to send videos and attachments over and over again — easily a dozen times — with no progress and no real help.
The product works great… until it doesn’t. And when it doesn’t, the company completely fails to stand behind it. For customers who invested in multiple units and actively promoted the brand, it’s incredibly disappointing to receive zero recognition or support.
Overall, a frustrating experience from start to finish. No benefits to being a loyal customer, and no confidence that Sorso will stand behind their product when something goes wrong.
Delivery and Device Performance
The device was delivered within a reasonable timeframe, and it performed well upon initial use. There were no issues related to the functioning of the unit itself.
Serious Safety Hazard: Charging Cable Incident
However, a significant issue arose with the charging cable that accompanies the device. The cable, which is designed to plug into a USB port, unexpectedly caught on fire sometime during the night. Fortunately, there were no flammable items nearby when the incident occurred. The damage was extensive: the cable housing became bubbled and melted, leaving scorch marks throughout, and the fire also damaged the marble countertop.
Customer Service Concerns
Following the hazardous event, an email was sent to the company via their website to report the issue and raise awareness of the potential danger. Despite the company's web support page stating that responses would be provided within 24 hours, no reply was received, and it has now been over three days since the initial outreach.
Overall Recommendation
In summary, while the device itself worked well and was delivered promptly, the lack of customer service and the dangerous charging cable present serious concerns. The cable poses a fire risk, and the absence of support makes it difficult to resolve such issues. It is strongly recommended to avoid this product.
Was supplied a unit, and at the time did not realise it was supplied not correctly assembled. Unit lasted 6 months before it failed where the pump no longer switched on. Customer Support is clearly lacking as they dont even understand the basics of their product nor fluid mechanics. They merely wasted my time during fault finding to state there is a tear in the silicone and refuse to provide any further support. The tear they refer to is not even remotley close to impacting performance at all based on the sealing location. Furthermore the tear is how they supplied unit. Dont waste your money on this product.
TERRIBLE CUSTOMER SUPPORT DO NOT BUY!! be prepared to wait 2 months to get this trash product
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