25 Customer Reviews
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Review from Bob A
5 stars03/05/2024
I have dealt with PureFilters on a few occasions for furnace filters and for each of those times have found the online ordering process to be very easy and fast. The last order was placed Thursday, May 2, 2024 early afternoon. The order was delivered today, May 3, 2024. I could not have expected faster service. The price, ordering and delivery was great. I even had a follow up email from a service team member to ensure everything with the order was as expected. It was! *** **
PureFilters Canada Response
06/05/2024
We’re grateful for your loyalty and your kind words! It’s customers like you who inspire us to maintain the highest standards.Thank you ***!
Review from Greg W
1 star17/01/2024
They sent the wrong filter. When I asked for a refund or to ship the right filter, I just received an email that customer service would get in touch. They never responded again. Its been over a week.PureFilters Canada Response
01/02/2024
Hi ****, I’m so sorry you received an incompatible filter, and that you didn’t get a prompt reply when you reached out to our customer service team. We’re taking steps to improve our customer service to better serve our customers and to prevent issues like this from happening again in the future. Our records show that you have been refunded, and that Donna attempted to resolve this matter, but it took some time, and a I understand how frustrating that can be. Once again my sincere apologies. I value your business and hope that you’ll give us another chance in the future. We want to get it right, so if you decide to give us another shoot please use coupon code PUREFILTERS at checkout to get 10% off your future order. Apologies once again Greeg for the inconvenience that we caused. I look forward to better serving you in the future. Regards, Jay V. Owner & Founder of PurefiltersReview from Ken P
5 stars06/11/2023
The on- line order process was easy and the items I ordered were shipped and delivered in a timely and efficient manner. The follow up and tracking were excellent. I will gladly do more business with PureFilters. ***PureFilters Canada Response
06/11/2023
Hi ***, thank you so much for taking the time to share your positive experience with Purefilters. I'm so happy to hear that you're happy with the product and service you received, and can't wait to serve you again in the future. *** **** **** *** ***** *** *** ****** **** ******** ** *** *** *** **** ****** Thank you once again for your business *** and for the great feedback! Sincerely, Jay (Owner of PureFilters)Review from Johanne d
1 star26/10/2023
I ordered bags for my vacuum cleaner. They were supposed to let me know when they shipped. Nine days later, I still did not hear from them. I asked when they expected to ship my order and Donna replied : Thank you for your order. Our processing time is 3-5 days. Weekends are not included. Once the item is shipped you will be notified via email. 1) It's more than 3-5 days excluding the weekend. I still do not know when they'll ship my order. Never again.PureFilters Canada Response
07/11/2023
Hi *******, Thank you for bringing this matter to my attention. I’m very sorry we failed to meet your expectations, and that my team didn't effectively communicate delivery timing and shipping/warehouse delays. Our records show that your item was shipped - I hope you're happy with the product received and will give us another chance. I'm committed to improving our customer service team to better serve clients like you. I sincerely hope that you will give us the opportunity to better serve you in the future. ** *** ****** ** **** ** ******* ******* *** ****** **** *********** ** *** *** *** **** ****** Thank you *******. Sincerely, Jay (Owner/Founder - PureFilters)Review from Dan J
1 star20/09/2023
I ordered 2 refrigerator filters and they sent me the wrong ones. I received a return label and sent them back as I was instructed to do. Now they have stopped any communication, so they have the filters back and I have no refund or updates on what is going on. The phone number to contact them, which I have called daily only says that the call volume is too high and to contact via email. I have emailed repeatedly to no avail. Donna, is the name associated with my problem. I just want my refund. They took my money, I have returned the filters and now they won't speak to me.PureFilters Canada Response
19/10/2023
Hi ***, I’m so sorry you didn't receive the filters that you ordered, and that you didn’t get a prompt reply when you reached out to our customer rep. Donna. We’re taking steps to improve our customer service in order to better serve our customers and to prevent issues like this from happening again in the future. Thank you for your feedback, and once again my apologies that this happened. Our records show that you have been refunded, and that Donna reached out to resolve this matter. I do understand that it took some time, so my sincere apologies our team didn’t get back to you in a timely manner. We value your business and hope that you’ll give us another chance. I created a 10% coupon code specifically for you. Simply use coupon code PUREFILTERS at checkout to get 10% off your next order. Apologies once again Dan for the inconvenience that we caused. We appreciate your business and look forward to better serving you in the future. Regards, Jay V. Owner & Founder of PurefiltersReview from Brian P
4 stars14/09/2023
I found Donna very helpful in following up and arranging immediate shipping of my order.Review from Linda P
1 star19/07/2023
They send me the wrong product because they did not have the right product in stock. They put me through the wringer trying to get them to agree to pay for the return shipping because it was their mistake. It took several emails and about a month of back and forth. I mailed back the wrong item only to have the same wrong item send out to me again!. That started another round of emails. They credited my credit card incorrectly-there was a shortfall. More emails again. In the end, because I refused to give up, I got a full refund. I can honestly say it was the worst experience I have ever had with an online order. Their 1-888 number is out of commission, there is not local phone number, their office is in Liberty Village-no suite number and when I called the warehouse where the product was shipped from the person said he he never heard of Pure Filters and hung up the phone on me!PureFilters Canada Response
19/10/2023
Hi *****, I’m so sorry to hear that your experience with PureFilters wasn’t great. I know how frustrating it can be when you have a customer service issue that isn’t addressed right away. We’re taking steps to improve our customer service in order to better serve our customers, and to prevent issues like this from happening again in the future. In order to streamline our operations and pass savings on to our consumers, we send orders directly to our trusted manufacturers and suppliers to fulfill and ship (meaning the warehouse workers that work hard to fulfill orders are employed by our manufacturers and suppliers). Once again, my sincere apologies for the inconvenience that we have caused Linda. We hope that you will give us another chance. If you do, use code THANKYOU at checkout to get 10% off your next order. Regards, Jay V. Owner & Founder of PurefiltersReview from Dorota Z
1 star04/06/2023
I ordered a pool skimmer net and to avoid the shipping fee, I added some vacuum filters that I really didn’t need at the moment but I will eventually use (free shipping above 80$). I received the order in timely manner but they sent a wrong skimmer ( the item that was the whole reason for this purchase). They didn’t advise me that that the one that I ordered wasn’t in stock before sending out the order. BEWARE ! they will send you whatever if they don’t have the item that you ordered in stock. Then if you want to return it, they stall the return process for a month just to tell you you cannot return it after 30 days or stop responding whatsoever. *** *** **** **** ****** ******** ********* ** ** ********* ******* ** ***** *** **** ** ***** **** **** ****** **** ***** ******** ********PureFilters Canada Response
19/10/2023
Thank you so much for sharing your experience ******. I'm sorry to hear that you weren't satisfied with the product that you received and the customer service that you received. My sincere apologies. It appears that after being sent the incorrect product and our customer service team failed to sort out the reported issue in a timely manner. Your feedback helps us get better, and to put training in place to prevent issues like this from happening again in the future. We value your business and hope that you’ll give us another chance. *** *** ************* **** ** **** ******* ****** *** ****** **** *********** ** ******** ** *** *** *** **** **** ****** My apologies once again *****. We will continue to do everything we can to improve and better serve our customers. Sincerely, Jay (Owner & Founder of PureFilters)Review from Ella B
1 star16/08/2022
Refrigerator water filter leaves white chalky deposit in my glass and in my coffee maker. They will not refund the 3 I bought because they were outside of the 30 day period. I was stocking up so I didn't even open them before that. They don't stand behind their product.Review from Jennifer K
5 stars20/07/2022
I was looking for a replacement filter for our subzero freezer. What I didn't realize when I made my purchase was that the filter was made with environmentally friendly products. Instead of charcoal, they use coconut shells for filtration. I was a bit hesitant to use the filter but I have had it in use for over a month and the ice is as good, if not better than the charcoal filter! Delivery was about 1 week/5 business days. What I appreciated was receiving an email immediately after placing my order telling me exactly what to expect with regards to my delivery time and a few other lingering questions like an email confirmation, tracking number and so forth. Great service, good follow up and am very happy with my product purchase. Will purchase from them again in the future!PureFilters Canada Response
15/08/2022
Thank you for your kind words, we are so grateful for your business!
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