"Device was easy to install have it in…"

Device was easy to install have it in over a year now very satisfied with water2buy Softner

"Stay away !"

I have had a terrible experience with Water2Buy. I live in West London and my history of interactions with them is summarized below for those who want to know what they can expect from them

23 August. After explicitly asking Water2Buy customer support whether the company can provide a weekend installation I ordered the W2B200 water softener and installation bundle from the Water2Buy website for £598

26-30 August. The installation company employed by Water2Buy called me to arrange an installation but refused to do a weekend one as promised by Water2Buy. It took more calls and emails with Water2Buy for the installers to reluctantly agree to do a weekend installation on Saturday 29 August.

28 August. At 8-9pm of the Friday before I was supposed to have the installation I got a call from the installers asking to postpone the installation by two weeks to 7 September and then to 14 September.

14 September. After clearing all weekend plans in order to stay home and wait for the engineers no one showed up or called all day. The engineer did not pick up his phone, the person who arranged for the engineer to come did not answer and Water2Buy customer service was closed. After multiple calls I got the person who arranged the engineers to answer and tell me he has no idea what's going on. A few days later he called again to say that they won't do a weekend installation after all.

18 September. I submitted a request to return the softener and receive a refund for it and the installation. It took until 8 October to get someone to pay attention to me and arrange for a courier to pick up the softener. Even though the £200 I paid for installation was completely unrelated to the product itself Water2Buy refused to refund that before they received the softener back.

8 October. After emailing more 3 times and calling 5-6 times since my initial request for refund I managed to get a Water2Buy representative to talk to me and arrange a pick up of the softener. Water2Buy required that we have someone present at home for the full day. We agreed on 21 October as a date that would be mutually convenient.

21 October. Once again no one showed up. This is even after I had called that morning to make sure the pick up is still happening and I was assured nothing has changed.

"Does a clean but silent job without the fuss"

Went for the beast 800 machine, although a smaller household owing to the amount of water it can process before the need for a regeneration. The last block salt machine was way too old and ended up swapping it for a new one. For the UK, one is better off with the 1/2" pipe fitting as the default one arrives with 1". With a few hoses from Screwfix, it was a DIY job which took less than 30 mins as it was a fairly straight swap out. Once switched on, it went through the 40 mins of regeneration as it was the first time and went quiet after that. So far the water pressure has been good and there has been no noticeable taste or smell to the water. Overall the company was fine to deal with and the order came via FedEx with tracked delivery. Compared to the cost of running block salts, I would definitely go for this one as its cheaper to run and there's no drop to water pressure unlike some of the machines which uses water pressure to get the internal mechanism working.

"A word of caution - updated"

We would caution anyone needing installation outside of london about using this company , or without significant DIY / plumbing experience that they could use if needed. We paid for a package of water softener and installation as we have no experience with plumbing and have only recently moved into our first house. It took weeks to get the unit installed as there were multiple days where the plumber just didn't turn up despite one of us having taken the day off. When it was it was eventually installed this was done late evening by a plumber who did an extremely amateur looking job, leaving multiple extra holes in the exterior of the house and two bright blue hoses hanging out the back of the house over the patio. On top of this - the water Is exactly the same hardness after installation as it was pre-installation. The customer service Is genuinely awful and it Is extremely difficult to get through to someone who can actually help over the phone. When we eventually did we have been told that it Is too far for the company to send another plumber and that we should just dismantle all the plumbing ourself and send the unit back (at our own cost) for a refund. I am not the type of person to ever write a review about a company but this service has been so terrible i actually think people need to be warned. We will likely have to take the matter to small claims court for resolution as we have had absolutely no luck with the company itself.

Update 17/10/19 - after a long period with no luck we have now managed to speak to someone in head office who appears to have taken control and has offered a very reasonable solution to our problems. If this all works out I will upgrade the star rating as appropriate.

Update 20/12/2019 - water softener has now been installed and all damage corrected with a full refund given. It took a long time but you can’t say fairer than that really so have updated to 5 star. Would advise anyone in the south/midlands area to check who is installing the unit before you proceed. The second plumber - Ross at Rhino plumbing did an incredible job really and everything looks neat and professional and most importantly the unit seems to work now. The first company “domestic and commercial heating” however, I am not even sure that guy they sent was a plumber and he literally bodged the unit in without a care in the world.

"I recommend this product to everyone."

I have bought the Reverse osmosis system last year and I am very happy with it. I have no more problem with the limescale and my children really like the taste of the filtered water.
I recommend this product to everyone.

"I have ordered a water softener from…"

I have ordered a water softener from Water2buy site about 3 weeks ago. When I inquired about the delivery date , they emailed me that this will be delivered in the next 3-4 days. But after 1 week from there, the company informed me that the item is not in stock and will take another 4 weeks for delivery, when I keep emailing them. I have requested for a cancellation and refund via email, but they keep saying to speak to me instead. However they are not calling me , but not refunded the money as well

Terrible company

"Failed to send out the braided hoses on…"

Failed to send out the braided hoses on time. Resent them using fedex (a terrible idea) they were supposed to arrive today, failed to deliver and now told they are going to arrive in 3 days time. Just not acceptable.

"Great company overall"

Great company overall

"excellent customer service"

excellent customer service, more than helpful

"Excellent post sales support"

I had bought a Water2buy water softener AS200 in 2012. It has performed well over the years with absolutely no issues. So much so that I recently also bought the Water2buy RO system and really happy with that too.

Recently, I observed that the metered water softener was not recording water flow and hence not running the automatic cycle.

I reached out to Water2buy support and Steve was very helpful and methodical. He first sent me a replacement motor which I replaced. When that didn't work, he sent me the complete valve assembly and after replacing that it has been working great again.

Also, for my new RO system when I observed a leak, Steve promptly sent me a set of replacement O-rings which fixed the issues

It's best to call the support line and talk to Steve and he would help resolve any issues.

Very happy with Water2buy and would absolutely recommend their products given that the marvellous post-sales support you receive.