US Water Systems Inc
View company profile →
Deceitful and Rude
* note that a service recovery effort was made and is explained later. They are deceitful and twist policies around to cover their own behind at YOUR expense! I ordered 2 UV units over the phone from a salesman that said both were in stock and that I would have them within 5 business days. Then when only one showed up I called to find out what happened. It took 3 business days to get a real response from them. Then they were completely unsympathetic to the fact that I was lied to and rudely told me that the second unit was still going to arrive within the 7-9 business day window for free shipping. HERE'S WHERE IT GETS WORSE: I politely asked for an RMA to return the second unit because it was taking too long based on what I was told over the phone, and I was informed that not only would I have to pay for return shipping, but they would deduct the outbound shipping cost from my refund. I had thoroughly read their return policy multiple times before and even taken some screen shots to protect myslef, and what do you know? they changed their return policy page right in the middle of this dispute. So I have screen shots of both versions of their return policy, the one before I asked them to honor what it said, and what they changed it to to cover their behind. Originally their was a clause stating: "shipping costs will not be refunded", however I did not pay anything for shipping, and nowhere in the policy did it state that actual costs of shipping would be deducted from "free shipping" returns. 2 customer service agents treated me very rudely and insisted that their "return policy page had not changed in over a year", and their "IT guy isn't even here today". Then when a manager/owner called me back he calmly insisted that even though they DID just change their return policy page they still would be deducting shipping cost from my return. He did not give 2 craps about the satisfaction of his customers or even honoring his own "No Hassle Return Policy". I HIGHLY advise staying away from this company! They try to sell you based on good support and service but its all a lie. Also be advised that you can find most of these products cheaper elsewhere, just keep looking! Response to business reply: You may have been "planning" to change your return policy for a long time,(contrary to what I was told by you over the phone, that it "hasn't changed since you started") but the fact is you had not when I placed my order and I need you to honor your return policy as it was stated. Verbiage is important! The facts: My order was placed on Nov 23rd, the first unit was received Nov 29th in 3 business days and the second unit was not received until Dec 5, 7 business days from the order date. *Service recovery: after this review was posted I was contacted by the head of marketing to apologize about my terrible experience. He did pay for return shipping and gave me the refund that I deserved.