Pelican Water

I purchased replacement filters for my Pelican under the sink water filtration system. I was charged for the filters but they never arrived. I tried calling and spent 1.5 hours on hold (every 25 minutes or so a recording comes on and tells you that there are no customer service agents available and then disconnects you). So I tried pushing 1 for sales instead and my call was answered promptly. I explained to the sales guy what happened and asked if they were having phone issues. Sales guy sent a quick message to customer service and their reply was there were a lot of customer service agents available and no phone issues. Sales guy said he would leave a message for customer service to contact me. No contact hours later so tried calling and was able to get through after 10 mins. Customer service rep explained the filters never shipped. I asked why I wasn’t notified and was told the system isn’t set up to contact customers when there is a delay. I tried to leave feedback “Never received, never shipped, wasn’t notified, 1.5 hours to get through to customer service. Will not be ordering again.” But received an email stating my review didn’t meet their guidelines. Be wary of any company where you can’t leave an honest review. Couldn’t even find them on Yelp or Google review to leave feedback.

I bought Pelican model PSE-1800P, the “Pelican Whole House Filter & Water Softener Alternative” system in January 2016 and have enjoyed great tasting, i.e. clean and fresh, water since then. Absolutely no problems with the system or the water quality. In fact, the satisfaction of my wife and I led to friends of ours recently ordering this very same system. However, they were charged around $800 just on import duties to Canada alone! I don't recall being gouged nearly as badly as they were or else I would have never recommended it! As for me, since I was due to replace the carbon filter media in January 2022 after 5 years, I thought ordering November 5, 2021 would be more than early enough. I had to also order for other friends who had bought a carbon filter at the same time we did because they live in the country and only have a P.O. Box which Pentair doesn't deliver to, so I ordered two replacement media kits. The first one arrived within 2 weeks, but we were first charged $123 CDN in import duties by UPS! Our friends' package still hasn't arrived 6 weeks later and UPS has apparently lost it somewhere, or they haven’t been clear in telling us what to do if it has been held up in Customs. They have been entirely impossible to deal with and thus I'm entirely UNIMPRESSED with UPS. Pelican would do well to consider using USPS instead for their Canadian customers, in which case Canada Post would take over after packages cross the border. I suspect we would also avoid paying the utterly exorbitant import duties. Calls and e-mails to both Pentair and UPS have not resolved this problem, and I believe I have the right as a consumer to make my dissatisfaction known publicly. So as much as I love the products, I absolutely CANNOT recommend them if you live in Canada.

Product might be good...idk because I couldn't install it like I thought I could...so needed to return. Customer service and return policy is very poor. Instead of keeping a customer for life, they would rather not take a return of unused/unopened product...and lose a customer...forever. Seems like the norm nowadays. Make as much as possible in volume instead of making a killing in the long run with return customers...Ruturn policy and website representations are UNCLEAR at best. Addendum: What a patent response from pelican. I don't think they even read...or at the very least, understood the content. The focus of the review is hoe BAD the customer service and policies are.. not that I was upset about installation. Foolish.

Terrible, terrible high priced service!!! The $100+ test was done late. No-one would return my emails, incorrect info on first call, second call better but still no answer to emails. Terrible service for a company I used to like. This specific review was rejected - probably because they don’t want any negative comments.

I purchased a new NS3 salt Free water softener from Pelican on June 30, of 2020. I just had the plumber out to change the sediment filter. As he always does he checks the water hardness. It came in at 15 grams indicating that the unit was not softening the water. I called customer service(Trouble Ticket: 00040401) and waited nearly twenty minutes before I talked to anyone. I received no satisfaction just that the Calcium and goes through the pipes in a different form and is not responsible for having to replace the cartridge twice at my kitchen faucet, contrary to what the plumber found twice in 8 months on our new delta Faucet. But the biggest issue was the hardness level and all I was offered was a discount on a new system. the 12 year warranty is bogus unless you have a problem in 90 days. This system is touted as taking away the hassle of buying salt yet still softening the water. BS

We needed a filtration system for our well. The one we had used a resin filter and a salt-based water softener. We did not like the subtle salt tasting water and we discovered Pelican's advertising offering a salt less system that will give you drinking water that tastes better than bottled water. This is NOT true, and you get to find that out after you have spent several thousand dollars. Pelican came to our house, tested the water and suggested a $5k plus system. After installation, the water tasted OK, but was brown colored. They later said that we have tannins, therefore we need a tannin removing system that uses salt. We now have the same crappy salty taste that no one likes, but with an additional difference; the maintenance routine for the old system only required adding salt. The new Pelican system not only requires salt, but also requires adding chlorine almost every week, changing the sediment filter every 2-3 months, and replacement of very expensive parts on the chlorine mixing system. In addition, the beautiful, chromed tanks will also need to be changed in a few years. Please don’t let them fool you. Addendum: I just received a reply from Pelican. They are clearly not even reading their own notes well. The system I got initially was not to deal with Iron, it was what Pelican recommended TO DEAL WITH MY WELL WATER as a whole, based on the testing that was done before suggesting anything. I guess you did not charge for the additional equipment for the tannins after you realized your mistake. I wanted a salt less system that would provide good tasting drinking water. Nobody at home likes the weird tasting water from this system. We still need to buy bottled water. The elements inside the stainless steel filters will have to be changed in a few years, wether I wax the sleeves or not. You should study a little bit about your own products before answering complaints. Buying your product was a very expensive mistake.

Why are all these reviews from 2017 and like within a couple days of each other? I am beginning to think they aren’t real. I’m not happy with our product . I don’t like using the chemical injector- which is putting bleach into the system to change the chemical make up to remove the hardness of the water, and then it supposedly filters the chlorine out. But our water still smells like chlorine. I don’t trust it and there’s no way to feel safe because this company is in Fl and we live in MI. We spent over $5000 with product and installation and I would gladly give it all back and buy from a local company. The maintenance on the chemical injector is a pain. You have to redo the water at least every other week. We have 5 people in our house. And when the solution gets low, the water smells like chlorine really bad. I am super unhappy and feel like we wasted $5000 and we can’t do anything about it. I’m rating three stars because it does keep the scaling off the toilets and we don’t have hard water anymore . And the customer service is pretty good . But I wouldn’t recommend this product to anyone.

Not a good tank. Period. Water feels worse than before

I've been waiting 16 days since cancelling my order for my $2,100 to be returned to me. they take your money real fast but hang on tight to it when it's time to return it. Moreover, they don't respond to numerous contacts, therefore, I'm writing online reviews. This didn't need to happen Pelican!

Excellent customer service - a real person answers the phone and assists you as though you really matter to them.

Very good product and very healthy water. I feel relax whenever i drink the pelican water. very accomodating also

Good products at a good price with very helpful salespeople to steer me correctly on the purchase.

I will likely never buy from Pelican again. The product is fine, but the customer service is awful. I'll give you 3 examples: 1) The water was bothering my skin. I called to find out what we needed based on what we'd purchased and what was happening. The person I spoke with was so rude and unprofessional. Rather than being helpful, he said, "how do I know, I'm not a doctor." This was after he refused to send a service person out. 2) For a different issue with the product, they sent out a technician who changed our water filter. Some sand and sediment fell into the system while he was working on it. This clogged our water heater, so that only a trickle came out when warm/hot water was on. It also damaged the heating unit, which rendered us with only cold water for several days (we now need a new heating unit). Water pressure and temperature were not an issue before the technician came out and they were an issue almost immediately after he left. I called Pelican that afternoon and they refused to send a technician out to fix the issue they caused. I called multiple times. Even then, they refused to look at or repair the hot water heater. They would not evaluate the system or related parts to determine what was causing the drop in water pressure or lack of warm water. They only deal with cold water. They denounced all responsibility. 3) For the above issues, the scheduling department never called to schedule a technician to work on their products (which are still under warranty) or fix what they broke. I still have not received a call from the service department... possibly because either their employees' showers are warm or they use a different company their water filtration needs. The service manager told me to call a plumber. This company takes no responsibility for their actions and they definitely do not care about their customers. Don't just stay away, run and don't look back. It'll be the best decision you'll make all year. Again, I highly suggest you stay away from Pelican if you care about customer service, professionalism, being treated with politeness and respect, or if you value your time and energy. *The representative highlighted his email.

I am very glad I chose this water system. The representatives of Pelican are all professional. They were ready to assist me in every glitch and issue I had. Thanks!

Pelican Water came to my house today to check the quality of my water. I have a private water well. The technician's name was Roy Moore. Roy was very nice and professional. He checked a sample direct from the well and then another in my kitchen sink, downstream of my existing water softener system. He also inspected one of the toilets for staining, etc. Roy concluded that my water is in great shape. He didn't try to sell me anything that I don't need. He did recommend a sediment pre-filter that I can install myself that will make a minor improvement to the hardness but, all in all, he said we are in good shape. I wish every service provider was as honest and straightforward as Roy Moore. Very good experience!!!

We have white residue and scaling in appliances including refrigerator drinking water, dishwasher, coffee pot. It's even on the shower glass and floor. White particles are released with the ice in the refrigerator door. The system is not working to clean our water.

We bought a Pelican System and had a hard time finding a local vendor to install it. Once we finally got someone out here, they noticed the flow rate of the system was below the requirements of the fire suppression system. Even though our equipment hadn't even been taken out of the boxes, Pelican wouldn't offer a refund. We would have appreciated a return with a restocking fee or anything but they wouldn't budge. Their answer was to buy a second system and run it in parallel. One star rating for terrible customer service, and since I can't use the product, I don't even know how well it works. If you make the mistake we made and go with this company, make absolutely certain you have an installer lined up in advance. Updated review to address Pelican's response: As Pelican noted in the response to my review, they tried to sell us more equipment in order to meet the GPM restriction and run two systems in parallel. However, our installer wouldn't take on that liability in case one system had an issue at a time when the sprinklers needed full flow. In addition, he was the only local contractor (out of 8 that we tried) who actually indicated he could/would install the original system until running into the sprinkler flow problem. This is what caused the 6 month delay in finally getting someone out here to install it. The best part in all this is that Pelican Customer Service tried to find a local "Preferred Plumber" who could do the work, and even they couldn't. I live in an area with ~200k population, and the nearest "Preferred Plumber" they could find to do an install was an hour and a half away. It was clearly implied (by Pelican Customer Service management) that I could look for an unlicensed plumber to do the work "because it's so easy to install, there's just 6 valves to connect". No chance at a refund because I took too long; end of story. Read the replies to these reviews from the company; it's the customer's fault time and time again. So I stand by my original review. Beware the 90 day return window with this company because they are unwavering about this "Policy" and will not provide you a realistic solution (unless you consider buying more equipment or using an unlicensed plumber a realistic solution.)

HORRIBLE HORRIBLE HORRIBLE customer service. We were oversold a system that was too big for our house. 2 fresh, new tanks never used and Pelican will not even exchange them. The salesman wouldn't even discuss it just passed us to customer service who passed us to someone else to tried to sell us something more. We were told this company has tons of turn over and we can understand why. Bad information to get a higher commission is NOT good service. What would be good is to have Pelican do the RIGHT thing so we would be writing an awesome review. Think twice and do your homework. You cannot rely on their salesman to sell you anything you can use. HORRIBLE. #Cantsoftenthisblow #BBB

I ordered a salt-free water softener from Pelican and was looking forward to no more salt bags! It was $1,600 on special. Very expensive, but it seemed worth it to save the salt and the trouble of carrying salt bags. It also seemed more environmentally friendly. What I got was a big tin can with a card on top explaining “what to expect”. I’ll paraphrase it - hard water problems. I don’t know what this thing does, but it doesn’t soften water. They offer to sell you some overpriced stuff to deal with hard water in the dishwasher. Vinegar would be a lot cheaper. They also offer some tips on dealing with hard water in your shower etc. None of this is worth $1,600. Fortunately there is a 90 day money back. I’m still stuck with a bill for $100 to ship the thing to them. An expensive lesson in buyer beware. Do yourself a favor and steer clear of Pelican! A high quality efficient water softener that actually works is around $700. Still stuck with salt bags but at least it works as advertised.

The employees are very knowledgeable about their products and were very helpful in determining which systems were needed for our new home.