Start with ordering, placed the order online, when comes to check out and payment, system is not working, tried two three different cards, paypal, no luck. Almost dropped the idea of purchase of RO System, then received a call from seller and took payment information over phone and finally some how the order went through.
Finally received the package after 20 days and one fine evening, I thought, lets install the RO system. As a habit, checked the parts as per instruction manual. One of the ball valve was not in the installation kit, rather a needle valve was in the installation kit, which is not useful for most of the modern house piping.
Contacted the Customer service with detail picture pf parts, Instruction manual and unopened remaining assembly, still in plastic pack.
The interesting part of this whole story starts now. Customer Service responded my email by literally saying it is what it is. Buy the missing parts from any hardware store or buy it from our product catalogue. I tried calling both 416 and 1888 numbers, as expected no one picked up the phone, but also there was no arrangement to leave a voice message.
At this point, I started wondering, I just bought the product and this is the Customer Service, what if I have a problem with product after 6 month, these folks wouldn't even acknowledge that I purchase the product from them. When I asked for option to return, I was told, I will not get refund for shipping, plus return shipping is on me and refund will be provided only if product is in resellable condition. Well that was enough for me to not lose any more money in return shipping, as I doubt they will even refund the cost of the product.
My feedback, even if the product is good and all, DO NOT Buy any product from this seller, worst Customer Service I have ever seen.
- Approximate cost of services:
- Company Response
It's unfortunate that this customer decides to give a 0/10 feedback for receiving product that is exactly as advertised. The ball valve in question is clearly indicated in the installation manual as an optional item, and our product website listing clearly shows only the needle valve in the parts list. Manufacturers cannot account for every installation environment and hence will only provide accessories that are most common. We suggested the customer can purchase the valve he needs locally, and as goodwill, the company can refund the cost back. We are disappointed that the customer felt the offer is not good enough for him. We also offered to accept the item back for refund. In this incident, we feel the customer is unreasonable in his reaction and expectations, and is writing such negative review out of spite. If one buys a picture frame, think most people will not go to the extent to give 0/10 feedback to the manufacturer for not including the hanging accessories. Similarly, one purchases a water system for the water system, not for the plumbing accessories.