Fair Trading issues warning not to buy from filter company Tru Water  

Public warning issued about popular water filter company after hundreds of customers are burned with delays and dodgy products: ‘Avoid dealing with them’

  • NSW Fair Trading warns consumers not to deal with filter company Tru Water 
  • The watchdog says there have been hundreds of complaints about the company
  • Common complaints are products not arriving or not being what was ordered  
  •  Angry customers have gone online to vent their feelings about the company

An official consumer watchdog has warned people not to do business with a company selling water filters after receiving hundreds of complaints about goods not being sent, wrong orders arriving and difficulty in getting refunds.

NSW Fair Trading Executive Director Valerie Griswold advised consumers not to buy from from Tru Water, which sells water filtration systems and purification tablets primarily through two websites: truwater.com.au and truwater.co.nz. 

Ms Griswold said that since April 2020 Fair Trading received 355 complaints and 164 enquiries concerning the company and its websites. 

An image from the Tru Water website with NSW Fair Trading issuing a warning to consumers not to deal with the company

An image from the Tru Water website with NSW Fair Trading issuing a warning to consumers not to deal with the company

‘Consumers complain about delayed and partial delivery of orders, products substituted without customer consent, and misrepresentation of goods advertised on the website,’ Ms Grisworld said.

On the productreview.com.au website the company averages a one-star rating with almost unanimous scathing feedback.

‘What a dreadful experience,’ one reviewer wrote.

‘Placed an order for an item, was told 5-10 days to ship. A month later nothing.’ 

Tru Water operates websites with Australian and NZ domain names but NSW Fair Trading has warned people to steer clear of them

Tru Water operates websites with Australian and NZ domain names but NSW Fair Trading has warned people to steer clear of them 

Orders not arriving was a common complaint.

‘I ordered two water filter candles three months ago from this company and after following up multiple times, my order is still “processing”,’ a website user wrote. 

‘I ordered two water filter candles three months ago from this company and after following up multiple times, my order is still “processing”,’ a website user wrote. 

“The first time I followed up my order (after waiting two months) the company was apologetic and said they had had a glitch and actually not processed my order from their end, but that I could expect the order to now be shipped in the next five days.

Tru Water customers have taken to online review websites to complain about products not arriving

Tru Water customers have taken to online review websites to complain about products not arriving

‘That was a month ago, and after following up again, I still have not heard back and my order has still has not been shipped. I asked the company for a refund for my $84 dollars which has gone unanswered. Very disappointed.’ 

Some customers say the products they have received are not the ones they ordered through the website

Some customers say the products they have received are not the ones they ordered through the website

Others complained they did not get the product they ordered  

‘Bought water filter listed as in stock and had no shipping update for 2 weeks,’ another reviewer wrote. 

A number of customers have complained that they had trouble getting their money back

A number of customers have complained that they had trouble getting their money back

‘Followed up and finally received a “compatible” product rather than the genuine water filter after a month. Go elsewhere.’

Tru Water has been contacted for comment.

Calling the numbers advertised on the company’s website resulted in getting an automated message that the ‘number is not connected’.

Tru Water sells a number of water filtration and purification products but customers have complained they haven't received what was advertised

Tru Water sells a number of water filtration and purification products but customers have complained they haven’t received what was advertised

Ms Griswold urged anyone who was unsatisfied in their dealings with Tru Water to contact NSW Fair Trading by calling call 13 32 20 or using their website.  

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