ComplaintsforSantevia Water Systems Inc.
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Complaint Details
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Initial Complaint
03/03/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
To whom it may concern, I purchased one of your Alkaline Pitchers in the summer or 2021, hoping it would be the perfect solution to a unseasonably hot summer here in Calgary, AB, Canada. Unfortunately only a few weeks after purchasing it I noticed that the filter was defective and would not filter the water at all, but simply allow it to pass through. Thinking it was a fluke I decided to buy another filter to try and see if it was just a one off, unfortunately that did not resolve the issue. I took it back to the store today at which I purchased both the pitcher, and filters. They forwarded me onto Santevia Water Systems Inc. as this is a manufacturing defect and there is nothing they could do about it. I would like either a refund of my purchase or a replacement pitcher and two filters to be exchanged for the defective ones. I look forward to hearing back from someone promptly regarding these issues. Regards, ******Business response
15/03/2022
****** ******* contacted Santevia customer service via email on Dec 27/21. The Santevia customer service team responded to ****** on December 28/21 giving her instructions on how to resolve the issue of the water pouring through the system without going through the filter (push the filter further into the upper tank to create a tight seal). We also have video online to demonstrate this process. ****** replied to our email message requesting replacement filters (x 2) or a refund. She did not attempt to take the steps Santevia outlined to fix the issue and only insisted that the filters were defective and insisted that we replace two filters. Santevia replaced one filter and asked for receipts of the purchase of the filters. ****** did not produce receipts for the filter purchases. ****** informs us that she purchased the Santevia **** filters from a local retailer but has not informed us which retailer or supply receipts (we are very familiar with all our retailers in the Calgary area).
Santevia feels that our customer service has responded in an appropriate manner:
1. We informed the client how to resolve the problem
2. We replaced one Santevia **** filter free of charge - as a goodwill gesture, not because the filters are faulty
3. We asked for proof of purchase before replacing any additional filters and the client has not responded.
Santevia considers the case closed, but would be happy to reopen the case if the client provides proof of purchase.
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Contact Information
Delta, BC V4G 0A2
Business hours
Today,Closed
MMonday | 8:00 AM - 4:00 PM |
---|---|
TTuesday | 8:00 AM - 4:00 PM |
WWednesday | 8:00 AM - 4:00 PM |
ThThursday | 8:00 AM - 4:00 PM |
FFriday | 8:00 AM - 4:00 PM |
SaSaturday | Closed |
SuSunday | Closed |
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.