Das Gerät war nach 4 Monaten defekt. Es war leider kein Umtausch möglich. Stattdesen sollte man Bilder / Videos hochladen. Auch nach dem Hochladen von Bildern / Videos, kam immer eine neu Nachricht... Leggi di più
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Scopri cosa dicono le persone
Sinds 5 jaar heb ik een Aquatru Classic. Ik ben zeer tevreden over het gebruiksgemak, de prijs en de service. Destijds koos ik dit aanrechtmodel omdat ik vlak voor een verhuizing zat en dit apparaat h... Leggi di più
Filter worked great until after 2 months. Where the internals started leaking. Wrote to customer service, they did one suggestion that didn't help and then went quiet. Have been trying to get in tou... Leggi di più
L'azienda ha risposto
We have owned our Aqua Tru Water machine for about two years now and it gives us incredible quality and tasty drinking water which, living in London, is absolutely imperative. It's easy to maintain a... Leggi di più
L'azienda ha risposto
Dettagli dell'azienda
- Servizio di trattamento delle acque
- Fornitore di filtri per l'acqua
- Azienda di depurazione dell'acqua
- Impianto di trattamento dell'acqua
Scritti dall'azienda
AquaTru EU is the official distributor of AquaTru water purifiers across the European Union, bringing clean, great-tasting water directly from your tap. Our award-winning reverse osmosis systems are independently certified to remove harmful contaminants such as lead, chlorine, PFAS, and microplastics—no plumbing or installation required. We’re committed to making pure water accessible, sustainable, and affordable for households throughout Europe. AquaTru purifiers offer a convenient and eco-friendly alternative to bottled water, helping to reduce single-use plastic waste and support healthier lifestyles—at the push of a button. With responsive EU-based customer service and a growing community of AquaTru users across the region, we’re proud to be your trusted partner in better water for your home, your health, and the planet.
Informazioni di contatto
Paesi Bassi
- aquatruwater.eu
2,9
Nella media
25 recensioni
Ha risposto al 54% delle recensioni negative ricevute
Solitamente risponde entro 2 settimane
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Le persone hanno visualizzato anche
Das Gerät war nach 4 Monaten defekt
Das Gerät war nach 4 Monaten defekt.
Es war leider kein Umtausch möglich. Stattdesen sollte man Bilder / Videos hochladen. Auch nach dem Hochladen von Bildern / Videos, kam immer eine neu Nachricht, das weitere Bilder geschickt werden sollten.
Keine Kaufempfehlung
13 marzo 2026
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Risposta di Aquatruwater
Hi Constance,
Thank you for sharing your feedback. We’re very sorry to hear about your experience and understand how frustrating it must be to have been unable to use your device for such a long time.
We can confirm that we are currently in contact with you by email and that your case is being actively reviewed by our team. The requests for photos and videos are part of our standard assessment process, as they help us understand the issue properly and make sure we guide you towards the right solution as quickly as possible.
We appreciate that this may feel repetitive, especially after you have already shared information, and we’re grateful for the time and effort you’ve taken so far. Our aim is not to delay the process, but to make sure we can move forward with the most appropriate next step.
We will continue supporting you directly by email and do our best to resolve this as soon as possible.
Thank you again for your patience and cooperation.
Op zich een hele fijne waterfilter maar zeer slechte Klantenservice
Ik heb in mei 2022 de aquathru waterfilter gekocht en ben erg blij met de werking van het apparaat. Het is wel een hele investering en dan heb je ook nog de jaarlijkse kosten voor filters en, blijkt nu achteraf, dat je hem ook moet ontkalken. Al met al een hele investering voor het hebben van een waterfilter maar dat had ik er best voor over ....totdat......
Ik kreeg ongeveer een maand of anderhalf geleden problemen met het apparaat dat hij water aan de zijkant eruit gooide als ik de watertank had gevuld en op de machine zette. Ik heb de klantenservice gebeld maar daar nemen ze consequent niet op. Via de WhatsApp krijg je uiteindelijk bericht maar dit gaat supertraag en daar gaan dagen overheen voordat je antwoordt krijgt. En het antwoord dat je dan krijgt lost het probleem niet op.
Nogmaals, ik ben zeer tevreden met de machine maar de klantgerichtheid verdient een hele dikke onvoldoende en weerhoud mij om dit apparaat aan anderen aan te bevelen of in de toekomst nog eens te kopen. Want zeg nou zelf, wat heb je nou aan garantie als je een nieuw apparaat koopt en de klantenservice niet of nauwelijks, maar vooral heel slecht bereikbaar is?
Update 14 april:
We zijn nu ruim 4 weken verder en ik heb ondertussen inderdaad contact gehad met de klantenservice en ze hebben mij geadviseerd om de machine te ontkalken om zo hoogstwaarschijnlijk. van mijn probleem af te komen. Ik heb zo'n ontkalkingskit gekocht inclusief een nieuwe watertank omdat ik graag van mijn probleem af wilde. Ik heb toen de machine ontkalkt en de nieuwe watertank in gebruik genomen maar het probleem is nog steeds hetzelfde. Ik heb daarom gisteren de klantenservice hierover gecontact en wacht nu op antwoordt wat zij denken dat nu het probleem is. Wordt vervolgd.
13 marzo 2026
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Risposta di Aquatruwater
Hi Robert,
Bedankt voor het delen van je ervaring.
Fijn om te horen dat je tevreden bent over de werking van je AquaTru, maar wat jammer dat je ervaring met onze klantenservice niet helemaal aan je verwachtingen heeft voldaan. We begrijpen goed hoe belangrijk het is om snel en goed geholpen te worden wanneer je ondersteuning nodig hebt.
We hebben inmiddels contact met je gehad en begrijpen dat je momenteel wacht op de ontkalkingskit. Bij dit type probleem kan kalkaanslag inderdaad invloed hebben op de werking van het apparaat, en we hopen dat dit de situatie voor je zal oplossen.
Wat betreft je ervaring met onze bereikbaarheid, dat nemen we serieus. We blijven werken aan het verbeteren van onze responstijden en communicatie, zodat dit beter aansluit bij wat je mag verwachten.
Mocht het probleem na gebruik van de ontkalkingskit nog aanhouden, neem dan gerust opnieuw contact met ons op. We kijken dan graag verder met je mee naar een passende oplossing.
Bedankt voor je feedback en geduld.
Fijn product, uitstekende service
Sinds 5 jaar heb ik een Aquatru Classic. Ik ben zeer tevreden over het gebruiksgemak, de prijs en de service. Destijds koos ik dit aanrechtmodel omdat ik vlak voor een verhuizing zat en dit apparaat heeft geen installatie nodig. Het onderhoud is eenvoudig en de keren dat ik een probleempje tegenkwam, werd dat altijd snel en vriendelijk opgelost door de klantenservice. Wat mij betreft een aanrader.
10 febbraio 2026
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Slecht product
Slecht product, werkt na 2 maanden al niet meer, bedrijf pushed om meer filters te kopen maar dat lost niets op. NIET KOPEN!
1 gennaio 2025
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Ik zou het apparaat niet aanraden
In het begin waren we enthousiast en hij doet wat ie moet doen. Het laatste half jaar maakt hij een enorme herrie bij het filteren. We hebben het apparaat altijd goed onderhouden en schoongemaakt. We hebben hem ongeveer anderhalf jaar kunnen gebruiken. Ik vind het de prijs niet waard! Nu helaas toe aan een andere. Geen aquatru meer voor ons.
1 novembre 2025
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Hier ook een aquatru waterfilter
Hier ook een aquatru waterfilter, steeds ellende, zeggen ontkalken maar doet gewoon niks, klikt een keer en doet verder niks, hoop geld gekost voor aanscgaf en ontkalking. Koop zoiets aub niet.
22 ottobre 2025
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I had some issues with my AquaTru but support save my day!
I had some issues with my AquaTru, but the customer support team was absolutely fantastic. They guided me patiently through every step, always quick to respond and genuinely committed to solving the problem. In the end everything was resolved and I couldn’t be happier with how I was treated.
Great product and truly outstanding support – I can honestly recommend AquaTru to anyone.
19 settembre 2025
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Belachelijke klantenservice
Belachelijke klantenservice! Ik heb een unit die zwarte rook in het water spuugt, in de boekjes staat dat dit na een aantal x weggaat. We zijn 50x verder en het gebeurt nog steeds. Klantenservice zegt dat dit kan gebeuren. 0 oplossingen 0 excuses. Helemaal dramatisch. Ondertussen heb ik nog geen glas ervan gedronken. Belachelijke service. Kijk liever naar alternatieven. Dit levert alleen maar stress op, zeker als je zo een half defect unit krijgt van ze.
1 agosto 2025
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Waiting for my carafe
I didn’t receive my filter yet but as I messed up my order, the client service made everything to make it right. So far I’m delighted. I’ll let you know more when I get the carafe. 💃🏼
14 agosto 2025
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Great product and aftersales service!
We have owned our Aqua Tru Water machine for about two years now and it gives us incredible quality and tasty drinking water which, living in London, is absolutely imperative. It's easy to maintain and clean and looks pretty cool on the counter top. The addition of the sliding tray is great for movement back and forth so that you can bring the machine to the counter edge to fill larger bottles. This review was prompted by a recent excellent customer service experience (Thank you Eia!) who dealt with our issue promptly and courteously, even though we are well out of warranty. I would defintely recommend this company if you want great quality, safe and tasty drinking water.
28 luglio 2025
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Risposta di Aquatruwater
Hi Roy,
Thank you so much for taking the time to share your experience and for being a long-time AquaTru user! We're happy to hear that your AquaTru continues to deliver the quality and convenience you need, especially in a busy city like London.
We're especially glad Eia could assist you so promptly and courteously, even outside the warranty period. We’ll be sure to pass along your kind words to her it means a lot to our whole team.
The sliding tray has indeed become a customer favourite, and we're happy to know it's making life easier for you too.
Warm regards,
The AquaTru Team
totally misled from start to finish
Ordered a product they didn’t have in stock (with no warning), got zero updates after purchase, and only after I reached out (2 weeks later) did they admit the delay without an apology or explanation.
I offered a fair resolution, but they canceled my order without consent — no apology, just a silent refund.
Completely unprofessional.
22 luglio 2025
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Risposta di Aquatruwater
Hi Dave,
Thank you for your feedback. We’re truly sorry if we didn’t inform you about the delay as quickly as we should have. That’s never the experience we want for anyone, and we understand how frustrating it can be when expectations aren’t met. We always do our best to keep customers updated and resolve any issues quickly.
In your case, we processed a full refund after receiving your message via WhatsApp, in which you requested either to receive the product along with a 50% store credit due to the delay, or alternatively, a full refund. Unfortunately, with our new stock not expected until early September, we didn’t want to keep you waiting without a clear shipping date. As a result, and to honour your request for a resolution, we issued a full refund promptly.
We truly regret not being able to fulfil your preferred solution. If you’d still like to receive the product once it’s back in stock, we’d be more than happy to assist you with a new order—and can discuss a goodwill gesture at that time.
We’re grateful you brought this to our attention and are actively working to improve how we communicate stock status and delays moving forward.
Warm regards,
The AquaTru Team
Snelle hulp bij probleem waterfilter
Mijn waterfilter filterde niet meer volledig door plots, direct gestuurd via WhatsApp naar de klantenservice... Ze vroegen me heel specifieke vragen om exact te weten wat er mis mee is... Uiteindelijk het "descalint kit" aangeraden & uitgevoerd waarna alles weer perfecte werkte!
Heel vriendelijke, snelle & goeie klantenservice!!!!
11 luglio 2025
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Risposta di Aquatruwater
Beste Gilles,
Hartelijk dank voor je mooie review! Fijn om te horen dat je zo tevreden bent over onze service en dat alles weer perfect werkt met behulp van de descaling kit.
We vinden het belangrijk om snel en gericht te helpen en het is geweldig om te lezen dat wij je snel via WhatsApp konden helpen.
We geven je complimenten zeker door aan onze collega's van de klantenservice!
Met vriendelijke groet,
Team AquaTru
Friendly customer service, good product :)
Customer service was friendly to deal with and my product works just as expected. The water tastes good :)
7 luglio 2025
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Risposta di Aquatruwater
Hi Brad,
Thank you so much for your kind words! We're delighted to hear that you're enjoying your AquaTru and that the water tastes great 😊
Our team is always happy to help, and it's wonderful to know you had a positive experience with us.
Wishing you many more litres of pure, great-tasting water!
Warm regards,
The AquaTru Team
Surprisingly good
I was a bit concerned after reading some reviews about purchases from the European branch.
Nevertheless, after watching some videos and reading a lot of positive reviews, I decided to take the risk.
It took about 2-3 weeks for delivery from the Netherlands to Bulgaria (Byala, Varna oblast). Order placed on 9 and received on 26 June 2025. The customer support wasn’t great. I requested details on my order the day after I made it, but I never heard back from the support team, even after following up with multiple emails. I tried calling once but got the answering machine, and when I called again a day or so later, I managed to speak with a lady from the support team. She gave me the weak excuse that my email—sent to both of their customer support emails—ended up in the spam folder. I would have believed that in the early 2010s, but not now, especially if that’s your business.
The product itself is absolutely amazing. I got the AquaTru Carafe with the alkaline mineralising filter. It was very well packed in a double box. I measured the TDS before the filter at around 200 particles, and after the filter (with re-mineralisation) it was around 50. Very simple to use—it takes about 10 minutes to fill a full jug of about 1.7 litres. Still haven't figured out how the waste water ends up back in the fill tank without having to go through the filters again...
5 luglio 2025
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Waardeloos product!
Waardeloos product!
De eerste paar maanden werkt het goed. Vervolgens beginnen de problemen. De klantenservice komt iedere keer met een steeds uitgebreidere 'oplossing'.
Filters vervangen, ontkalken, nogmaals ontkalken maar dan op andere wijze enzovoorts. Het kost zo veel tijd en geld om dit apparaat normaal werkend te krijgen.
Verspil je geld niet aan dit verschrikkelijke bedrijf en product!
1 luglio 2025
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Risposta di Aquatruwater
Beste Alexander,
Wat jammer om te lezen dat u deze ervaring heeft gehad. We helpen u uiteraard graag verder, maar we kunnen op dit moment geen bestelling onder uw naam terugvinden.
Zou u wellicht contact willen opnemen met ons klantenserviceteam, zodat we uw situatie verder kunnen bekijken?
Het klopt dat we bij eventuele storingen of problemen een aantal stappen doorlopen, zoals het ontkalken van het systeem of het vervangen van filters. In de meeste gevallen lost dit het probleem gelukkig op, maar het is vervelend te horen dat dit bij u niet het gewenste effect heeft gehad.
Laat het ons gerust weten via info@aquatru.eu, dan kijken we graag samen met u naar een passende oplossing!
Met vriendelijke groet,
Het AquaTru team
Excellent Customer Service Despite Shipping Issues
I had an issue with my AquaTru order where the original shipment was significantly delayed and eventually went missing in transit. While this was definitely frustrating, I have to say that the customer service team handled it exceptionally well.
They responded promptly to my emails, kept me informed throughout the process, and, once it became clear that the original parcel couldn’t be tracked, they didn’t hesitate to send out a replacement order via FedEx for faster and more reliable delivery.
Their communication was professional, understanding, and solution-focused. Even though the shipping problem was out of their hands, they took full responsibility and made sure I wasn’t left waiting.
It’s rare to see this level of support these days, and it made all the difference. I truly appreciate how they turned a frustrating situation into a positive experience.
Highly recommend AquaTru—not just for their products, but for the integrity of their support team.
20 giugno 2025
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They dont answer the phone or mail
They dont answer the phone or mail. Product is leaking
14 giugno 2025
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Fingers crossed your product isn’t damaged on arrival
ordered the AquaTru Classic with high expectations, given the premium price and supposed reputation. What arrived? A leaking, damaged unit straight out of the box.
You’d think a company charging this much would have solid build quality and basic quality control. Apparently not. Even worse, when I contacted them asking for a return and refund, their very first reply stated no returns allowed. Seriously? The product is faulty.
What followed was a painfully slow month-long back and forth — I was asked to endlessly test things, take photos, videos , and wait days between each response. No urgency, just hoops to jump through while I was left with a broken product.
Eventually, and without asking, they sent a replacement base. I had already requested a refund multiple times, which they ignored. Weeks later, they finally admitted fault but told me I’d need to pay to return both the broken unit and the replacement.
Let that sink in: they sent a broken product, delayed for weeks, sent something I didn’t agree to — and then expected me to pay to return it all.
I’ve now had to escalate this through the European Consumer Centre and my bank to get basic consumer rights respected.
If you’re considering AquaTru, pray your unit arrives intact — because if not, you’re in for a long, frustrating ride with one of the worst customer service teams I’ve ever dealt with. Hugely disappointing for a “premium” brand.
16 maggio 2025
Risposta di Aquatruwater
Dear Jack,
Thank you for sharing your experience. We sincerely regret that your initial AquaTru Classic arrived with a leaking issue and we understand how disappointing this must have been.
When you first contacted us, our goal was to quickly identify any simple issues that might be causing the leak—this is a standard part of our troubleshooting process designed to help customers resolve problems efficiently. When those steps didn’t fix the issue, we promptly sent you a replacement base to resolve the leakage.
We understand that by the time the replacement arrived, you no longer wished to keep the product. In recognition of this, and as an exception to our standard policy, we agreed to take back both the original device and the replacement base and issue a full refund. This was done to prioritise your satisfaction, despite the fact that the refund request came after we had already tried to resolve the matter.
We followed the appropriate steps carefully and went beyond our usual return policy to accommodate your concerns. We truly regret that the process felt slow from your perspective and appreciate your feedback, which helps us improve our customer service going forward.
Thanks again,
Customer Support Team - AquaTru Europe
Good tech awful customer service
2 stars because the Aquatru carafe seems to be working fine. I was tempted to give 1 star for the extremely crappy customer service though. It took 5 weeks for my order to come (I see from other reviews that I'm not the only one). Generously, after a few email, they offered me some descaling powder! Wow! 10 bucks gift: fantastic!!
Basically, if you order on their website, it says available when it's not. Be aware!
30 aprile 2025
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Risposta di Aquatruwater
Thank you for taking the time to share your feedback.
We're truly sorry to hear about your experience with the delay in receiving your order. Unfortunately, we were facing unexpected challenges at the time, including ongoing labor disruptions at the harbour, which caused our container with stock to be held up for several weeks. This had a significant impact on our delivery timelines, and we deeply regret the inconvenience it caused.
That said, we’re glad to hear that your AquaTru Carafe is working well, and we appreciate you acknowledging that in your review. We do our very best to keep our customers informed and supported, even in difficult circumstances, and we’re continuously working to improve our service and communication.
Thank you again for your honest feedback, it helps us do better.
Order AQ12286 I ordered products from…
Order AQ12286 I ordered products from Aquatru.eu on November 21st, and after a week, I received information about a 1-2 week delay. A few days ago, I wrote an email to check on my order. I only received a brief response that my order would be delayed by another month and would arrive in mid-January next year!!! What an unserious company! I hope the order finally arrives so I can change this review, but for now, the lowest rating possible.
Update: The order arrived today but is incomplete; one filter is missing (I sent the information and photos via email).
21 novembre 2024
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Risposta di Aquatruwater
Thank you for updating your review and sharing your experience.
Late last year, we were unfortunately hit by a period of unexpected delays due to a stock shortage, caused in part by transport disruptions. We know how disappointing it must have been to place your order with excitement and then face such a long wait, and for that, we sincerely apologise.
Regarding the missing item you mentioned: we looked into your case and already replied to your email in December to clarify the contents of your order. You ordered an AquaTru device together with a one-year filter pack. This filter pack includes three filters in total (2x Pre-Carbon filters [1–2] and 1x VOC Carbon filter [4]), and these, combined with the AquaTru unit, complete your order of four items.
We hope everything is now in place and working well, and we truly appreciate your patience.
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