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:07/28/2025

  Type:Delivery Issues
  Status:

  AnsweredMore 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.

  
  
  Complaint: 23667601
  
  
  
  I am rejecting this response because: I stated in an email from Sunday, that I didn't want anything from this incompetent company. I'm never going to buy anything ever again so there is no need for that paltry offer of a $30 gift certificate. I just wanted my money back, but seeing that you can't even do that properly. Yes I blocked your phone number because I don't need to hear from you. There still is no response of responsibility, one meger piece of tape to secure a package is alright then I don't want to be involved with purchasing anything from this company. That is why I am thinking that I will not receive my package im supposed to today except for an empty box because you cannot garuantee that I will get anything. And that package has twice as much stuff. So if you do send out my missed stuff it will automatically be lost with your shipping department because as of Sunday you stated that one piece of tape is enough to secure packages. It's all about speed of sending shit and nothing about security. 
  
  
  
  Sincerely,
  
  
  
  ***** ******

  

  Business Response

  Date: 07/29/2025

  Hello, *****,

  Hope you are well.
  
  We are truly sorry for the less-than-stellar customer experience you experienced recently. We pride ourselves on White Glove service with every interaction and it appears that we fell short.  As our customers are the most important--and best-- part of our business, we are committed to partnering with you to ensure a great and acceptable resolution.

  One of our Team Leads, ******, reached out today by phone to you at ************* but was unsuccessful in reaching you; she received a message stating the number "is invalid or has been blocked." She did follow up with an email to you detailing and reiterating our commitment to resolve your issue easily and frustration-free. The email follows:
  
  "Hello *****,

  My name is ****** with My Patriot Supply. I hope your day is going well. I want to offer my sincerest apologies for the frustration and inconvenience you've experienced with your recent order. I understand how disappointing it must have been to receive an incomplete shipment. That is not the experience we aim to provide.

  After thoroughly reviewing your order, we'd like to move forward with sending out the missing items. In addition, as a gesture of our appreciation for your patience, we'd also like to offer you a $30 in-store credit for any future purchase.

  We want to make this right and ensure you feel taken care of. Please let us know if you'd like to proceed with this resolution, and we'll begin processing it immediately.

  I was unable to reach you at the phone number ************. Please feel free to email or give me a call directly. I am available. Sunday-Thursday 11-7:30 pm MST. Our contact number is ************. Again, my name is ******.

  Thank you again for bringing this to our attention. We genuinely appreciate your business and the opportunity to make this right.

  Phone: **************
  Availability: 24/7/365
  Email: ****************************
  Chat-Text-Facebook-Instagram-YouTube-X-GETTR
  My Patriot Supply Preparedness Advisor,
  ******"

  Please be sure to check your Spam/Junk folder if the email did not reach your Inbox.

  To recap, we would like to move forward with sending out your missing items and additionally, as a gesture of our appreciation for your patience, we'd also like to offer you a $30 in-store credit for any future purchase.

  Please advise if this sounds agreeable to you.

  Thank you again for allowing us the opportunity to be of service to you, improve your experience, and make it right.

   

• Initial Complaint

  Date:09/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

   
  
  Complaint: 22232978
  
  
  
  I am rejecting this response because:
  
  My first filter which I bought lasted 5 months. The replaced you send me lasted 2 months or less which leads me to believe you sent me a faulty or used filter. I have done all troubleshooting possible . I learned it with the original purchase. How can a brand new filter last less than 2 months with only 20 gallons or less of usage ? This is a faulty filter by far & you’re refusing to acknowledge it 

  
  Sincerely,
  
  
  
  Gianna Kovats

  by their word! When I’m
  Not using the filter it is stored in a plastic bag in the refrigerator as stated so it won’t dry out.

  

  Business Response

  Date: 09/05/2024

  Good morning,

  First and foremost, we want to extend our sincerest gratitude for bringing your recent experience to our attention. We genuinely appreciate your willingness to share your thoughts, as this allows us the opportunity to directly address any concerns you may have. Our customers' satisfaction is our highest goal, as they are the very best part of our business.
   
  We are troubled to learn that there may have been an issue with your purchase, as it is always our policy to ensure complete satisfaction by replacing any damaged or defective items promptly. Upon reviewing your case, we did come across an account associated with the email provided, and it appears that a free replacement was previously provided on 6/24/2024. 

  Additionally, we educated Ms. Kovats on filter care and advised her that replacement filters will need to be replaced when they have reached their usage capacity, which can vary per customer and based on the type of water, proper storage, cleaning and usage.

  Please see the following timeline of events of interactions with Ms. Kovats as well as our warranty information, which states that "Actual performance is dependent on influent water quality, flow rates, system design and applications. Your results may vary".

  
  9/3/24: Customer called requesting a free replacement,  Alexapure Pro filter, claiming her filter was defective, (which is a free replacement filter previously provided)
  Link to website with policy: **************************************************************************************************************************
  CSR KE identified the customer had already received a free replacement 6/24/24.
  This free replacement* *********, was provided outside of our terms and conditions, per warranty policy, as posted on our website, as a courtesy.

  
  Research for the free replacement 6/24/24:
  3/12/24: Customer called in and spoke with Sales AH to order
  3/15/24: Customer email claims filter is slow asking if there is a way to increase flow rate
  Reply from CSR JT: Provided standard troubleshooting, incident form filed
  3/19/24: Customer emailed pictures of the rubber ring and question about the filter (turning it upside down 24h)
  Reply from CSR JT: Advised the customer no need to soak and offered a replacement for the rubber ring
  3/19/24: Free replacement of rubber ring provided through Alexapure, Order#  *******
  3/22/24: Customer email received with storage questions regarding filter (how to store in fridge up/down, etc)
  Reply from CSR TL JB:  Advised to store tip up to prevent air bubbles and details of proper storage
  Second Email from Customer: Complaining about flow, says it is taking about 4h. 
  Reply from CSR TL JB: Advised the customer flow rate will increase by adding a second filter, advised of the 200 gallon estimated quantity based on water source and turbidity of the water. "Some people need to change the filter every few months, while others get a year of use," and advised of how to properly clean the filter.
  Email from Customer: Claims she does not have all necessary steps and the filter has stopped filtering, asking for zoom or phone call. Also asked for return policy.
  Reply from CSR HG: How to check for vacuum lock, wiping down to make sure the chamber edges are dry, standard troubleshooting. 
  3/23/24: 1 star review posted by customer.
  4/4/24:  Chat from Customer: States she has two filters, asking when the backup filter will expire. 
  Reply from CSR TL JB: Advised if unopened it will last "almost indefinitely" and "once opened to keep it hydrated, with details: If you are not running water through your unit for more than 5 days or more you will want to store the filter in a plastic bag or container with 1/3 cup of distilled water in the fridge. This will keep it from drying out"
  Reply Chat from Customer: States filter stopped working, no water will filter through, threatens BBB complaint if a new filter is not sent out.  Photo of filter requested by CSR TL JB.
  Photo from Customer: Received by CSR HG
  6/24/24: Call to MPS: CSR HG: Advised customer that a free replacement filter order will be created as troubleshooting had been previously completed 
  Call Review: 6/24/24: Customer stated she only used every 7-8 days, stated she had previously done troubleshooting and has been following steps as provided for storage 
  Call Link: ********************************************************
  6/24: CSR HG created a free replacement order for one filter 
  Call Review 9/3/24: CSR KE: Customer stated she purchased the filter in April and she has now only used it a total of 10 times, stating it is blocked and clogged, stating troubleshooting has already been done, storage in the refrigerator when not in use.  Customer stated she purchased the filter in March 2024.  CSR KE inquired of the customer if she had stored and cleaned the filter properly.  Also, advised the customer she had already been provided a new filter in June 2024.  CSR KE reviewed details of the function of the filter; once the filter is full of contaminants, it is designed to stop filtering, also advised of our warranty policy and how the customer is outside the warranty and she was unable to provide another free replacement at this time.

  
  Customer threatened to file a complaint with the BBB.  CSR KE reminded the customer that the filters are replacement filters and they will need to be replaced when they have reached their usage capacity, which can vary per customer and based on the type of water, proper storage, cleaning and usage
  
  
  
  ALEXAPURE PRO WARRANTY POLICY:
  From MPS website, AP Pro Filter Page:
  Our Guarantee
  We extend a 30-day, no-questions-asked return policy on unopened products. After 30 days—or for products already opened—we will review your return request on a case-by-case basis.
  Our goal is to ensure you have a pleasant experience from start to finish!
  *Capacity is determined under controlled laboratory conditions and established protocols. Your conditions may vary based on target contaminant and influent water quality.
  **Chlorine reduction claims are not performance tested beyond 200 gallons. Additional performance claims are based on independent laboratory and manufacturer’s internal test data. Actual performance is dependent on influent water quality, flow rates, system design and application. Results may vary.
  This system has been tested for the reduction of the substances listed in the product test data sheets. The concentration of the indicated substances in water entering the system was reduced to a concentration less than equal to the permissible limit for water leaving the system, as specified in NSF/ANSI 53. Minimum substance reductions are listed on the provided test data sheets for testing up to 200 gallons.
  System and installation to comply with state and local laws and regulations. Do not use with water that is microbiologically unsafe or unknown quality without adequate testing and/or disinfection before or after the system. Manufactured from NSF/ANSI standard 61 and California Prop 65 Compliant certified coconut shell carbon and raw materials.
  For the best results, store replacement filters at temperatures above 35°F. Keep the filter moist and from drying out at all times for maximum filtration capacity.
  PERFORMANCE: Performance claims are based on independent lab results and manufacturer’s internal test data*. Actual performance is dependent on influent water quality, flow rates, system design and applications. Your results may vary. Performance claims are based on a complete system, including a filter and housing. This filter must be operated according to the system’s specifications to deliver the claimed performance. It is essential to follow operational, maintenance, and filter replacement requirements as directed for each application for this filter and system to perform correctly. Read the Manufacturer’s Performance Data Sheet accompanying the system and change the filter as suggested. The contaminants or other substances removed or reduced by this water filter are not necessarily in all users’ water.
  WARRANTY: LIMITED LIABILITY: Alexapure, LLC makes no warranties of any kind, expressed or implied, statutory, or otherwise, and expressly disclaims all warranties of every kind, concerning the product, including, without limitation, warranties of merchantability and fitness for a particular purpose, except that this product should be capable of performing as described in this product’s data sheet. Alexapure’s obligation shall be limited solely to the refund of the purchase price or replacement of the product proven defective, in Alexapure’s sole discretion. Determination of suitability of this product for uses and applications contemplated by Buyer shall be the sole responsibility of Buyer. Use of this product constitutes Buyer’s acceptance of this Limited Liability.
  Please be advised that, for returns of opened-box Alexapure Pros within the 30-day return window, a restocking fee of $75 may be incurred.

  We hope this insight is helpful.

  Thank you and whope you have a great day ahead.

• Initial Complaint

  Date:05/21/2024

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****************************************************tee if not satisfied. I dont feel I should pay for shipping for defective items that allegedly have a 30 day guarantee.

  

  Business Response

  Date: 05/23/2024

  The following communications were sent to our customer on 5/22/2024:

  "Hi *********, I have requested a refund for the 2 Outdoor Solar-Powered Motion Sensor Lights (4-pack) with the 212 LED and it has been submitted. Once the refund is processed, you will receive a confirmation. We deeply apologize that your experience did not meet our usual standards. We consider our customers as extended family and strive to provide five-star service in every interaction, but we failed you this time. We are truly sorry.

  "My name is *****, I am a senior representative here at My Patriot Supply, I wanted to reach out to you and also apologize for the frustration and inconvenience you experienced. This is not what we ever want our customers to have to deal with. I have reviewed your order and the emails sent back and forth.
  I see you have been refunded and issued the in-store credit. As for those solar lights that you have, please dispose of them. We are not requesting them back.
  If there is anything I can do to help you now or in the future, please do not hesitate to reach out to me, I am more than happy to help you any way that I can".
  

  We also provided the customer a $25 gift card as a way of saying that we are sorry for a less than White ***** experience.  We at My Patriot Supply remain committed to treating each customer like family, and strive to provide a 5-Star experience on every interaction:)

   

• Initial Complaint

  Date:05/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 ordered military meals. They were suppose to be delivered on May 4. I never got them. When I contacted the company all they did was keep sending foggy pictures and saying it was delivered. The pictures are very foggy. I cannot even tell what was delivered. I feel like they scammed me, stole my money. I want my money back.

  

  Business Response

  Date: 05/21/2024

  First and foremost, we want to extend our sincerest gratitude for bringing your recent experience to our attention. We genuinely appreciate your willingness to share your thoughts, as this allows us the opportunity to directly address any concerns you may have. 
   
  We are troubled to learn that you were provided a less than stellar customer experience and we are committed to making it right. We strive to provide a frustration-free White ***** experience on each and every interaction. 
   
  Your feedback is invaluable to us and plays a significant part in our continuous efforts to enhance our services. We have a robust process in place for logging and addressing customer issues because we believe in making constant strides toward improvement. 
   
  Please rest assured that we are committed to turning your experience around and ensuring that you feel confident in our dedication to quality and service excellence.  We have reached out to you and provided replacement products, along with a $50 gift card to use at your convenience as a way of saying we are sorry for any frustration caused. (This was done on May 16, 2024).

  Again, please accept our sincere apologies for any frustration or inconvenience...and thank you for being the best part of My Patriot Supply.