Filterbuy Reviews 5,942

Very bad customer service I call and chat with two different agents to see if anybody can work with me and they both refuse to collaborated saying that filterbuy doesn't do return or refunds of any kind. Today I received and email from them saying they are shipping an item I did not order, so I call immediately to see if they can refund or return the item since it hasnt left there warehouse the order says creating label with UPS and the lady says they dont do that that I was under there 6 month auto subscription program. I dont remember applying for this but maybe while I check out the last time I clicked something. Anyhow I told them the AC unit that uses that filter I no longer have since I had to get a new unit if they can work with me so I can return this one and buy the correct ones for the unit I now have and they still refund to help me. I was asking for a switch in products the sales representative still refused and said they dont do refund or return when I see other review here and when you log in the account there is a button for refund but they prefer to lose a client instead of working with one.

Beware of this company, very poor customer service and do not back up what they advertise. Ordered 20x25x4 MERV 8 Pleated Air Filters (4) when selecting the “finish checkout” it switched to 1 custom filter. When contacting Customer Service, they refused to allow the return when what was ordered was not what was shipped.

Because I realize Amazon takes a large share from companies that sell on it’s platform, I specifically took the extra time and effort to AVOID buying a FilterBuy filter on Amazon. Instead, I BOUGHT DIRECT so that FilterBuy could keep the money that Amazon would eat up. I did right by FilterBuy. Unfortunately, the filter (recommended on their website) didn’t quite fit. When I requested a return authorization, Kristine in “Customer Service” refused to cover the return shipping cost. What sense does that make? If I bought the same filter, for the same price on Amazon, I would NOT have to pay return shipping. I tried to explain how lopsided this “fair policy” was, but it simply didn’t matter, FilterBuy is unwilling to do right by customers who go out of their way to do right by them.

I had an issue that had nothing to do with filterbuy but with Fedex. Filterbuy stood up and took care of my issue. They went above and beyond. Excellent Company and Excellent product! Thank you Stephanie at Filter Buy!

I had an ultra-light system installed in my A/C and my air ducts cleaned and sanitized by two awesome teams on the same day. They showed up in a perfectly timed manner. Did both tasks perfectly. I highly recommend Filter Buy for A/C installation and the above tasks. It was a great experience.

I tried to return a filter that didn’t fit. After numerous emails and 3 trips to FedEx stores, I was unable to get a proper return label. FedEx kept saying, they could not print a label from what was sent to me, FilterBuy kept saying they sent me what was needed. Around and around in circles. Very frustrating!

Gus made my purchase so easy. I ordered the wrong size and he helped correct my mistake at no extra charge. I got awesome service buying quality filters for my home. Filterbuy is the best. If you doubt my review, please check on Google. I’m a regular reviewer that always tells the truth.

The worst company to buy from. There was no packing slip in the box so I had to pay for shipping, which was half the price of the filter filters. Do not purchase from this company. Buy from Amazon.

I ordered 3 16x25x5 filters with specs slightly UNDER those dimensions so it would fit in my furnace. They sent me 3 filters with specs OVER those dimensions instead. (Not all 16x25x5's are the same size.) Because I didn't notice they sent me filters that didn't match my order confirmation (or packing slip) until after the 90-day window, I am now stuck with 3 filters I can't use. They wouldn't even exchange them - after initially saying they would via chat. Zero stars for service. This was a great reminder for me to shop local. I tried to save $8 and am now out over $100.

undersized filters, not the industry standard sized as advertised. What a horrible experience, terrible customer service. Filters are cut 1/2" smaller then every other company I have bought this same size standard 24x14 filter from. Filters allow dust into the system since they do not fit snug into the opening. Supervisor at company refused mt request to let someone know about this issue. What a disappointment.

Your reply of of course leaves out some facts like the cost for you to send me the industry standard size filters was to be twice the cost of the filters I bought. So this offered exchange nonsense is just that. I had no real option but to send back at my cost a product that does not fit as it should. And despite your suggestion your website did at ordering time list the filter as a different size, maybe not bait and switch maybe just an update someone missed making. That was oddly made after being brought to your attention, hmm? All the same horrible way to treat a customer. Not what I expect from a US manufacturer.

December 26, 2024

I purchased two 16x20x4 furnace filters from Filterbuy.com four months ago, in July. The filters they sent turned out to measure 15-3/8x19-3/8x 3-5/8. Sufficiently undersize to be unusable in my Trane heat pump.

Filterbuy initially acknowledged that the order fell within their warranty period of 180 days.
After much back and forth establishing order numbers and filter sizes, Filterbuy suddenly reversed their warranty position saying the refund/return policy is only 90 days, and refuse to cover their faulty filters, either by replacement or refund.

I attempted to copy the entire email sequence with Filterbuy, but apparently Trust Pilot does not allow that.

I strongly recommend avoiding this company due to their absence of any ethical standard or acceptable business practice. There are many other company options.

Follows is additional information requested by Filterbuy.

Contrary to Filterbuy’s comment about a 90 day warranty period, they notified me by email the period was 180 days. See below,
That may be a requirement of eBay where my order was placed, and fulfilled by Filterbuy.
The eBay order number they request, and already have, is 13-11839-46830.

From: @filterbuy.com
Sent: Monday, December 23, 2024 1:49 PM
To: john@nieXXX
Subject: RE: New message on FilterBuy.com

Hi John,
Thank you for reaching out, and I sincerely apologize for the inconvenience you’ve experienced with your filters.
If you could kindly provide me with your eBay order number, I’d be happy to assist in processing an exchange for the correct size filters that you need.
Since the order is still within the 180-day period, we can address this promptly.

Renee
Customer Service Email/Chat Representative
FILTERBUY

In the first place there is no 90 days limit. This is just a fiction you make up.
A fiction that you believe somehow rescinds any obligation to the customer or to the quality of your product. Once again your responses clearly indicate what an ethically bankrupt your company is.
I hope people reading this will seriously consider buying elsewhere, as you will never be treated fairly here.

I ordered 16x20x5 filters.
FIlterbuy delivered 16x22x5 filters.
Their error, I returned the useless filters.
They charged me $26.36 for the return.

Ordered in April 2024 for a new condo I am living in with unique filter sizes. Bought a pack of 4, shipped and when arrived all the wrong size. Told to donate them, which I went extremely out of the way to do, and I had to email a photo of the wrong filters to their customer service team. Then they sent me another pack of 4, this time only 3 were the correct size? The 4th filter was the wrong size, I contacted customer service and they again made me send a photo that one of them was the incorrect size and told me to donate the one I could not use. Told me a replacement was on the way, never came. Didn't think much of it because I had 3 to use before I needed to use the 4th. When I needed the 4th finally, contacted them that they never sent it and they hit me with "this is beyond our 90-day policy" there is nothing we can do at this point. Then they tried to sell me a subscription, who would subscribe when none of their orders have been correct thus far. Chat-bot and phone communication operated with an impolite tone, condescending when I did my part and they failed as a company to the right thing. The supervisors it was escalated to denied my request to fulfill the order correctly since it was outside of the 90 days. Won't be trusting them as a business due to this experience.

I did not read the sizing detail when I ordered my filters. I had ordered two 14x20x1 earlier this year .. I thought they were a bit loose when I installed them but didn't think much about it. When it came time to replace (Summer) I just picked up 2 more (3M) 14x20x1 at either Costco or Lowes. They fit nice and snug. Two weeks ago, I decided to buy from FilterBuy again and these were so small (yeah, I measured .. they were 13.5 x 19.5 x .75) there was a very visible gap between one of the filters and the return hole it was covering. I sent FilterBuy an email to complain. I was humbled of course when the support person stated "One thing to consider about air filters is that, generally, they are listed in their nominal size. It means it is rounded up to the nearest inch.
The actual size varies, thus, on our listing, we clearly state the actual size just below it." I admitted I was wrong for not reading and I will not attempt to rationalize anything here. I will make a statement however - I've lived in the same house for 25 years (several HVAC systems but same inlets and ductwork) - and I've NEVER had to care about filters not fitting IF I just purchased from Costco, Lowes, Home Depot, and once at a local grocery store. FilterBuy did nothing really wrong, and they were courteous but I will never buy from FilterBuy again.

Filterbuy initially sent the wrong MERV rating (13 when I ordered an 11). At first I thought, “Okay, that doesn’t make me too confident but at least they actually sent me a nicer product than I ordered.”

However, after going through several filters, I noticed many of them had gaps in the corners and weren’t completely closed. After reaching out to filterbuy, they stated that since this order was too old they couldn’t do nothing to return or replace these filters. This is a cheap company selling a poor quality product. Renee from customer service could do nothing to right this situation, and I will say you should carefully inspect all the filters upon arrival if you do care to give them your business. Personally, going forward I no longer trust them or their MERV ratings, and I’ll spring a little extra for 3M.

Great service! Exchanged my order even when it was my mistake.

Filterbuy shipped me the same order twice. They claim I used my current email and an email that I haven’t used in 8 years. When I asked them to cancel the order when I was charged on the same account twice they informed me there was only 1 order and one of the charges would fall off. To my surprise we received 2 orders of the same filters. Four years worth. I asked them to make it right. To take 1 back. They agreed to if I paid the shipping. I’m not going to pay for their mistake and will not do business with them again. Unfortunate since I’ve done business with them for years. I guess customer service is a thing of the past with them.

I was offered a 10% discount as a first time customer, the discount showed in my cart but when I completed the order, I was charged a different price. When I contacted customer service (3 times, both online chat and two calls), they did not make it right and broke promises to research and follow up. Not trustworthy. They simply don't care for customers - bait and switch on the price, promised follow up did not happen. Take your business elsewhere.

My FIRST and SECOND order (replacemnet), BOTH arrived DAMAGED! Contacted Filter Buy about the damages and provided proof! Requested a refund, was told that I would receive one and to be patient! Was EXTREMELY patient contacted my CU and they stated the merchant, FILTER BUY did not respond in a timely manner, hence the reason they denied my claim. I have been attempting to get this matter resolved for almost a year! DO NOT PURCHASE from them, customer service is HORRIBLE and products arrives dirty, smashed and unusable.

****UPDATE***** UPDATE*****UPDATE*****UPDATE*****
Savannah, with Filterbuy reached out to me, both via phone and email to rectify the situation. She DID, INDEED issue a refund and apology for the way the incident was handled. As a consumer, THAT means so much. It SHOWS the integrity of the company's values. As she assured me that NEW policies and procedures have been put in place, we will consider them again.

The size i ordered 25x16x5 that was the size I needed so filterbuy sent that exact size however there sizes are not what they sent ,on there filters yea it says 25x16x5 but the the 5inch was 4 1/4 so it didn't fit ,when I called them they said I needed a larger size lol so they don't know how to measure there own filters lol ,it's a scam scam scam so yea they sent me another filter the right size but for more money stay away from this company,label 5 inches and you tell me those aren't our correct dimensions lol in my book 5 inches is 5 inches save your bs for someone else lol