Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/03/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a filtered shower head from Purwater with a subscription for filters on Nov. 11, 2024. Order#**** It states that you can skip or cancel the filters anytime. I reached out to Purwater via the customer service email to cancel the subscription before it shipped because I dont like the shower head and do not need the filters. I was told by ****** B that I could not cancel the subscription until after 5 billing cycles and she sent me filters and charged my card anyway, order #*****. I have a screenshot of my original purchase where they clearly state skip or cancel at anytime. At this point Id like to return the original shower heads and filters, but Id be happy with being able to return the filters they just sent, that I asked them not to, and refund me, as well as cancel the subscription as advertised. Thank you for your help,******* ********

• Initial Complaint

  Date:03/03/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 25, 2024 I placed my first order with PurWater for two shower heads which included filters. By December 27, 2024 I still hadnt received my order of shower heads so I emailed the company. I didnt get an answer. I sent my second email on January 20, 2025 reiterating my first email and including the fact that they charged my card again for filter replacements which I did receive but I cant use them anyway. I did receive a response from ****** *. from PurWater who assured me that I would get my shower heads. By February 24, 2025 I still had no shower heads so I sent a third email. To this day I have not gotten a response for that email. The first order included two shower heads, three filters, and one hair catcher which all totaled $62.10. The second order of filter refills was $35.40. Im requesting a refund for everything as well as immediate cancellation of my subscription, please.

• Initial Complaint

  Date:02/23/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I found this product on ******** and decided to purchase. As stated on the website there was a 90 day return window. Product purchased around Thanksgiving 2024. Product was purchased as a gift and was not received until January 2025, making this an over 6 week fulfillment turn around time. The product was less than satisfactory. I have reached out to the companys email, ******** profile and phone. I have yet to receive any response to my request for correspondence with anyone. In addition I have been charged re-occurring charges not approved by me. I only am seeking reimbursement for an item that arrived late and was not satisfactory condition once received. Also for the ongoing charges they are failing to stop. This company is less than satisfactory in regards to customer service and communication. I would also add a scam warning as there is no viable communication efforts.

• Initial Complaint

  Date:02/22/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dates of transactions are 8/26/24, 11/24/24, 2/22/25 I had received my first package after almost over a month. I went to install it a bit later and the item was broken. I contacted via email since the phone number is not active to reach anyone. I requested for a replacement or reimbursement. No answer therethen months later they charge my account again for a new showerhead filter when I didnt request to purchase one. I didnt receive an answer for that one either. At some point, someone did respond, what they do is keep your card on file in your account you made and its a subscription but cant get into to cancel it. I asked that they did it for me for the second time around and just cancel my whole order and handle my original issue. I had not response at all this time. Ive sent several emails to them and no responses. They however just charged my account again and I saw the email saying they are shipping out my refill and of all things it is going to my old address againmy first product went there and then I moved and my second went as well and I never received it, nor will I get this upcoming one. All im asking is to politely reimburse me for the broken one and the second and cancel my subscription with the 3rd coming so i dont have to be charged again. The price of each 3 orders is $53.30 equaling to $159.90 They were advertised on most social media platforms such as tiktok, instagram, and ********

• Initial Complaint

  Date:02/06/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a product that I paid for and have not received. After emailing 4 times I got a response saying there was a delay in shipping and I would have my purchase in 2 weeks. It has now been 6 weeks since then and I can not get a response from the company. I placed the order in beginning of December 2024 it is now February 2025

• Initial Complaint

  Date:01/29/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  States its an **************** however the shower heads came from *****. When attempted to cancel order they would not cancel. Now I want to cancel the shower head filters and they keep charging my card saying its a 5 minimum billing cycle when its not outlined on their website anywhere. It states you can cancel any time. I have disputed charges with my credit card company.

• Initial Complaint

  Date:01/29/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased showerheads from this company that was finally delivered after almost 2 months and multiple emails to the company as well as a previous complaint to the BBB. When I purchased the shower heads the company automatically signed me up for a recurring subscription to receive filters every 3 months for $33. They stated that I could "skip or cancel at anytime". I sent them multiple emails asking to cancel this subscription with NO response from the company. Yesterday they charged me for the filter subscription and sent me a order receipt. I had to contact my bank to get a new bank card and file a complaint with them to attempt to recover my unauthorized payment. I then received an email from Purwater informing me that I could cancel "after 5 billing cycles" per the contact. As I previously stated, this is false and I have the receipt from when I order the showheads and filters that clearly states that I can skip or cancel at anytime.This "company" is very difficult to contact as multiple emails have gone unanswered and their "customer service " phone number is only a voicemail message claiming that they are so busy that no one is able to take my call so I should contact them through email. The product I received was inferior and definitely something I would find in a discount retail store.Please contact the company and warn off anyone who is thinking of purchasing from this so called "retailer "

  Customer Answer

  Date: 02/09/2025

  I received this email from "******" from Purwater and I think it constitutes a deceptive business practice.   My receipt clearly states that I could skip or cancel my filter subscription at anytime and I believe they hid their supposed policy in some fine print.  It clearly states on their site and on the receipt in BOLD, CLEAR letters that it can be cancelled at ANYTIME.  

  As I stated in my last correspondence, I have cancelled the credit card that I purchased it with and informed my bank of this company's unfair business practices.  I would like the company to be contacted, reprimanded and informed to have no more contact with me.

  Please let me know if you need more information from me and keep me updated as to the status of your findings 

  Customer Answer

  Date: 02/17/2025

  The company sent the package after I informed them that I would like to cancel my subscription for filters and told them that I would deny delivery.  I am attempting to contact both Purwater and UniUni (who is the delivery company) to get further information about how to send back the unopened package.   I have attached a picture of the package with return to sender printed on it.

  Please contact Purwater to assist me in returning the package and confirming that my subscription is successfully canceled 

• Initial Complaint

  Date:01/28/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Firstly, the product took more than 6 weeks for delivery and the product is cheaply made. I requested refund (website says 90 day money back guarantee) and cancellation of subscription. They havent responded to my 3 emails and then they just processed the second order.

• Initial Complaint

  Date:01/27/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Full order did. It arrive and the two showers heads we received and installed both broke within the first use on different showers. Super cheap and now nobody with return my multiple emails and phone calls.

• Initial Complaint

  Date:01/27/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made this purchase and it was guaranteed your money back within 90 days. I attached the email string. Their website states the 90 days return policy. I have sent an email to cancel my subscription and was told it needed 5 billing cycles before I could cancel. So when I finally received the items and tried it, I did not get the shower pressure that they advertised. I would like to return them and the filters that they sent (have not received them yet) for a refund. I have sent 3 emails and they do not respond.