ComplaintsforThe Berkey
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Complaint Details
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Initial Complaint
02/07/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I ordered a set of filters from the business in *************. They were shipped and ***** said they delivered them on ********** - which they did not. When I reached out to The Berkey for help, The Berkey instructed me to file a claim with ***** and to share the case number with them. After a few days, ***** requested more information from both me and The Berkey. I submitted the necessary paperwork, but The Berkey did not and - because of that - the claim from ***** was denied. I have emailed The Berkey fifteen times since***********. At first, the company was very responsive but once I let them know that they did not follow up with *****, they stopped responding to me. I would like for them to refund me for the filters I ordered since they did not follow up with *****.Business response
03/02/2022
Business Response /* (1000, 5, 2022/02/15) */ We are sorry for not responding to you sooner. We, as a dealer, are still waiting on the manufacturer's warehouse to follow up with ***** on this issue. Unfortunately, this is taking too long, and we are not seeing any progress on this matter, we've decided to make a full refund on this order. Again, we are sorry for the inconvenience we have caused you Consumer Response /* (2000, 7, 2022/02/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) After being contacted by the BBB, they acknowledged through this system that they took too long to respond to me and refunded me for the filters.Initial Complaint
01/18/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I placed an order with the company for two Black Berkley filters, and two arsenic and fluoride filters on November 27th. I received my order on December 13th; however, I only received the Black Berkey filters and not the arsenic filters. Additionally, the Black Berkey Filter are defective. I've followed up with the company on multiple occasions via email and by calling the number provided on their website **************** with no resolve. The resolve that I am interested in getting is 1.) replacing the Black Berkey Filters and 2.) receiving my order for the two arsenic and fluoride filters. At this time, I would like to receive a refund on my order. Their customer service is non-existent. After my second follow up via their online form on December 27th, I had received a message from "*******" of the Customer Support Team stating that they would check with the warehouse concerning the fluoride filters. It is now January 18th, 2022, and I have not heard back from Customer Support, after following up with them via email and calling them directly. Every time that I would call them directly during business hours (Monday - Saturday), no one would pick up the phone. I've left multiple messages with no call backs. I've also sent multiple follow up emails with no response. I've called them again today on January 18th, 2022, with no response. My order number is ************ Total cost of purchase was ******** Your assistance is greatly appreciated. Thank you, *****Business response
03/04/2022
Business Response /* (1000, 8, 2022/02/15) */ First of all, we apologize for how poorly our responses were made. We will strive to serve you far better for future opportunities. So there were two issues here. The PF-2 was delayed to shipping out due to the replenishment delay. This has been resolved as the customer confirmed last Jan 28 that the PF-2s were received. The second issue that the Black Berkey warranty claim for replacement seems to be the issue of the email response from the manufacturer going to her spam folder. We've confirmed that the response was made the day after the customer's request was made, and the email response from the manufacturer still stays unopened. This could have been solved far sooner if we had responded quickly to the customer. We've sent the new replacement, and the customer confirmed that the replacement Black filters were delivered last Feb 3. Again, we are sorry for the inconvenience we have caused you.
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Customer Complaints Summary
3 total complaints in the last 3 years.
1 complaints closed in the last 12 months.