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Bedrijfsgegevens

  1. Waterzuiveringsapparatuur leverancier
  2. Waterfilterleverancier
  3. Waterzuiveringsbedrijf
  4. Wateronthardingsapparatuur leverancier

Geschreven door het bedrijf

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—no plumbing or installation required. 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. 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.

Contactgegevens

2,7

Slecht

TrustScore 2.5 uit 5

14 reviews

5 sterren
4 sterren
3 sterren
2 sterren
1 ster

Heeft 75% van zijn negatieve reviews beantwoord

Reageert doorgaans pas na meer dan 1 maand

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Beoordeeld met 1 van de 5 sterren

"I am extremely disappointed with…

"I am extremely disappointed with AquaTru. The unit is not performing as advertised, and despite my repeated attempts to contact them, they have been ignoring my emails for over a week.
I explicitly told them that I need this water for my infant's formula, yet they showed zero urgency and zero interest in helping. They are quick to take your money, but when it comes to support and safety, they simply disappear. Unacceptable behavior from a 'premium' brand. Save your money and go elsewhere.

3 februari 2026
Review zonder uitnodiging
Beoordeeld met 1 van de 5 sterren

Ordered AquaTru filters on 31 December. Took my money with no indication the item was out of stock.

Ordered AquaTru filters on 31 December. Took my money with no indication the item was out of stock.

Only found out after I chased them myself on 8 January. Was told stock was on the way and my order would ship by end of January at the earliest.

It’s now 27 January — still no shipment, no update, no communication.

What makes this worse is that the same filters are currently available individually, meaning they could easily have fulfilled the order but chose not to.

I’m left with a completely unusable AquaTru system because filters aren’t available.

Very poor stock management, poor communication, and missed commitments. Extremely disappointing experience.

27 januari 2026
Review zonder uitnodiging
Beoordeeld met 1 van de 5 sterren

Very Poor Service

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 few business days, yet a month after my order I still haven't received the product I've paid for.

9 december 2025
Review zonder uitnodiging
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Antwoord van Aquatru

Hi Gauthier,

Thank you for sharing your feedback. We’re really sorry for the frustration this delay has caused and understand why this has been disappointing, especially after placing your order during a sale.

At the time of your purchase, the AquaTru Classic Alkaline Complete Set was available to order, but due to an unusually high volume of orders during the promotion, it sold out while your order was in the queue to ship. We appreciate that this was not the experience you expected, and we’re sorry for the inconvenience this caused.

As we shared with you by email, new stock is already on the way to our warehouse, and we expect to be able to dispatch your order by the end of January at the earliest. As soon as it ships, you’ll receive your tracking details right away.

We understand the importance of clear communication around availability and delivery timelines, and your feedback helps us improve how we handle these situations during busy periods. If you have any further questions or would like to discuss your order, our customer service team is here to help.

Thank you for your patience, and we appreciate you raising this with us.

Best regards,

AquaTru Client Support Team

Beoordeeld met 5 van de 5 sterren

Order process was seamless and delivery…

Order process was seamless and delivery was within a week. Purchased an AquaTru Carafe. What a great machine. Water tastes fantastic and so easy to use. Have changed from using a distiller to this reverse osmosis machine and it's great so far.

8 november 2025
Review zonder uitnodiging
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Antwoord van Aquatru

Thanks for your review Robin!

Best regards,

The AquaTru Team

Beoordeeld met 5 van de 5 sterren

Their customer service is excellent

Their customer service is excellent. We've been using the aquatru classic for many years now. Had an issue with the base unit after using their desalinating kit and they resolved it for us with ease. Only recommendation I have is around design - it would be nice to be able to access the filter/motor of the unit. 9.5/10 product, 10/10 customer service. Keep it up!

21 november 2025
Review zonder uitnodiging
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Antwoord van Aquatru

Hi Mike, thank you for the kind words and for taking the time to share your experience. We’re really glad to hear that you’ve been using your AquaTru Classic for many years and that our team was able to help resolve the issue quickly.

We also appreciate your feedback on the design. Suggestions like yours are valuable to us and help inform how we continue to improve our products over time. It means a lot to know you’d still rate both the product and our customer service so highly.

Thanks again for your support and for sharing your recommendation!

The AquaTru Client Support Team

Beoordeeld met 1 van de 5 sterren

Terrible Customer Service/Terrible Product

Initially, I was an avid fan of the product and used it for five years. I recommended it to all my friends. After investing thousands of dollars in filters, tank replacements, and other accessories, the product suddenly stopped working. We emailed back n forth a half dozen times over two weeks and did loads of troubleshooting sessions, I was ultimately advised to purchase a new tank. Unfortunately, I am now unable to return it, even though it was recommended as a solution to the problem. (Hygiene ) Now, I am stuck with a new tank that I cannot return. Additionally, I have numerous new filters only work with their product , what began as a game-changer in the industry has turned into a scam. It may or may not work, and are forced to spend more money. Don't buy it. Save your money and your sanity.

10 november 2025
Review zonder uitnodiging
Logo Aquatru

Antwoord van Aquatru

Hi Marie,

Thank you for taking the time to share your experience. We’re truly sorry for how frustrating this situation has been, especially after you used and recommended AquaTru for so many years. We understand how disappointing it is when a product you once trusted no longer performs as expected, and when the outcome doesn’t feel fair.

We recognise your concerns around the troubleshooting process, the recommendation to replace the tank, and the difficulty you’ve faced since. This is not the experience we want for our customers, and we appreciate you explaining how this has impacted you.

We’ve been in contact by email regarding your case and would still like to help review this with you properly. If you’re open to continuing the conversation, we encourage you to reach out to our customer service team so we can look at the situation again and discuss possible next steps.

Thank you for sharing your feedback. We value it and remain here to help if you’d like further support.

Best Regards,

The AquaTru Client Support Team

Beoordeeld met 1 van de 5 sterren

Pathetic and expensive filters. Stay away.

I bought AquaTru classic about hardly 1.5 years ago. First of all, bad first impression. I ordered on 20 June and my order was shipped on 31 July after I contacted them and confronted them about the delay.

Second issue. After 8 month of very low usage, my RO filter turned on filter replacement light. I ordered the 1st and 3rd stage filters. The water had started tasting not so good so I decided to change the 3rd filter (alkaline) as well even though it was a bit early for that. The replacement was all done after Descaling using AquaTru Descaling Kit. After 1 month max, my filter started indicating again for filter replacement.
At that time I knew I have been trapped in this expensive filter replacement cycle.

I then ordered 2nd (RO) filter. The most expensive one. Replaced it. and guess what, within 1.5 month my filter is again saying replace filter and the flow is dead slow again.

1 juli 2025
Review zonder uitnodiging
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Antwoord van Aquatru

Hi Rajnesh,

Thank you for taking the time to share your experience. We’re sorry to hear about the frustration you’ve had, particularly around delivery timing, filter alerts, and the cost and frequency of replacements. We understand how disappointing this can be, especially when expectations are not met over time.

We’ve previously been in touch by email regarding your concerns and remain available to help clarify the filter behaviour you described and discuss the next steps. Our goal is always to make sure customers feel supported and confident in using their AquaTru.

Thank you for raising this and for sharing your perspective. If you would like further assistance, our customer service team is here to help.|

Best Regards,

The AquaTru Client Support Team

Beoordeeld met 1 van de 5 sterren

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 september 2025
Review zonder uitnodiging
Logo Aquatru

Antwoord van 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

Beoordeeld met 2 van de 5 sterren

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 september 2025
Review zonder uitnodiging
Logo Aquatru

Antwoord van 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

Beoordeeld met 5 van de 5 sterren

Purchased two machines now

Purchased two machines now. Had issues with the first one which Marixie resolved. Happy customer.

1 maart 2025
Review zonder uitnodiging
Logo Aquatru

Antwoord van 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

Beoordeeld met 1 van de 5 sterren

Customer service, non existent via phone

Being trying to make phone contact with company this week on numerous occasions, no one has been answering the calls. Is there anyone there to help via the phone?

Reply to your response. Each time, I connect with yourselves, and a voicemail says you are not available for various reasons. Have just rung again as requested, same, a voicemail saying not available.

28 mei 2025
Review zonder uitnodiging
Logo Aquatru

Antwoord van Aquatru

Dear Joy,

We’re really sorry to hear you’ve had trouble reaching us by phone. Since our office is based in the Netherlands, it’s possible there was a connection issue or a mismatch in timing—especially as yesterday was a public holiday here.

Our team is ready to assist you, and we want to make it easy to get in touch. You’re very welcome to contact us via WhatsApp at +31 6 49 536 820, or by email at [email protected]. We’re available Monday to Friday during regular office hours.

Thank you for your patience and understanding,

The AquaTru Team

Beoordeeld met 5 van de 5 sterren

excellent customer service

excellent customer service by Marixie. produces clean water without nasty things inside.

1 oktober 2024
Review zonder uitnodiging
Logo Aquatru

Antwoord van 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.

Beoordeeld met 2 van de 5 sterren

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 januari 2025
Review zonder uitnodiging
Logo Aquatru

Antwoord van 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.

Beoordeeld met 5 van de 5 sterren

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 december 2024
Review zonder uitnodiging
Logo Aquatru

Antwoord van 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 [email protected], and we’ll make sure someone follows up.

We’d appreciate the chance to make things right for you.

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