Water2buy Reviews 388

Good customer service; they refunded the softer and allowed me to keep it when the installation guys kept cancelling on me. However, the installation guys are useless. I contacted them so many times, but they didn't turn up. In the end, I got a local plumber to do the job.
Good system, but the installation guys are letting them down.

The customer service isn't great which is unfortunate, promises are made but not kept. I paid for the pro install service which was booked in but the installer did not turn up and another one has not been scheduled. Really frustrating to see the water softener just sat there but not in use. The ticket for the installation has been closed for some reason and not clear when this will be resolved!

I have purchased a package consisting of W2B200, easy1 water filter and pro installation.
The water softener was installed but the plumber wouldn't put the water filter as he says the thread was too short - he told me to ask Water2Buy for the faucet with longer thread, which I did. He told me to contact him when this has arrived and he will fit the water filter.
The water filter faucet with longer thread has since arrived and i have been contacting this plumber to no avail. I am not good in DIY and this is the reason I have paid for pro installation. Now, water to buy has closed the issue- as if everything was resolved. Bad customer service.

Update. Yesterday they came to change again the softener and it seems to be working good. I hope it keeps working and it was the last time they had to change it. I still give 3 stars because I had to chase them a lot and It cause me a few moments of anger and a lot of time on the phone.
Have to give credit to Steven from customer service that was always trying to help and very pacient.

I bought a Water2buy softener in nov with the installation package that they promise will be installed in the next 10 days. I got the softener but then it was a pain to book the installation I had to chase them. They install the softener and it worked fine for a month. After a month I started to feel the water hard and tested and the water was completely hard. I started calling to customer service and they were supposed to give me a slot again so the plumber could come and check and I have to chase them for 3 weeks until the plumber finally came, he came and confirm that was not working, so we have to change for a new one. Again I had to chase them to book the plumber to come and change it. He came son Saturday and again I just tested the water and the water is completely hard so they have to change the softener again.

I bought this water softener from Water2Buy directly.

I decided to go for the largest one (designed for 10 people) even though we are only 2 people living in my household. That was because I read on the internet that the larger the water softener, the cheaper it is to run, as it will have to regenerate less frequently than a smaller water softener. Hence it uses less water and less salt over the same period of time comparing to a smaller unit. Well, this is what I know, but I could be wrong. At the same time I don’t have space constraints, so I don’t mind a tall unit.

The build quality is very good. The body is made of relatively thick and solid material. The resin tank takes 25 litres (20KG) of resin. The control unit and the plumbing parts seem to be well made. So, I am pleased with it. Well I like the colours too :-)

One of the advantages of this unit is it needs 1/2 inch hoses for both drain and overflow lines. So I don’t need to buy new expensive hoses. Any lousy garden hose can do the job. These houses are used for waste water, so they don’t have to be clean or perfect.

It was delivered by DPD only a couple of days after I put my order through their website.

I intend to install it myself, as it is relatively easy to install I definitely don’t need a plumber to do the work for me. Well, if a plumber can, then I can too. I have already bought isolation valves and a few other plumbing bits and pieces that I will need to use for installation.

N.B. The communications with their staff was very easy. They quickly pick up the phone and answer question. They are also very quick to respond to my emails. They answered all of my questions even the challenging ones. It was really pleasure talking to them. Actually one day they even gave me a call to explain the details to one of my difficult technical question. Frankly they really deserve to be thanked for these efforts.

So in brief the build quality is really good and the customer support staff are really pleasant to deal with.
At the present time, I can’t comment on the operation of the unit, as I still haven’t installed it. But I am optimistic. I will update this review after I use the system for a few months.

But from experience, I still can say, definitely recommended without any doubt.

Quick delivery easy set and it softens the water and comes with a 7 year warranty all for £310 what more do you want

Have always had a great experience dealing with water2buy. Rate the 5 stage RO system we purchase 5 years ago. Living in a very hard water area where the kettle in just a few days would scale up, to nothing without noticing any difference in taste and smell.
Good system very happy

Water2buy supplied myself and my neighbour a softener over 5 years ago (Which I fitted).

One softener developed an issue due to dirtysalt. I called them to ask if there was a fix.

They were very helpful, directed me to an online video and helped me resolve the issue without any fuss.

Great service!!! I can't recommend enough.

Thank you Water2buy.

I ordered this online and it was delivered within days which was great. I had also ordered the engineer fitting and this was hard to organise and I had to do a lot of chasing till a date was set. When the date finally arrived, the engineer Ross was very pleasant and knowledgeable and really tried his best to fit the big machine I had ordered in. I had also ordered an osmosis filter for my tap however this could not be fitted due to some fittings on my tap being missing. So Ross sent it back to the factory my account was not credited. I called and they said they will do it but alas nothing I then needed help as the machine just died the customer service were quick to help out and sent another charger but due to the complexity of how the filter was fitted I needed the engineer to do it. again I contacted him and with some chasing, he came around and again was great and took the measurements of my tap fittings to see if he could fit the filter. heard nothing. after waiting for a long time I requested a refund as can't be bothered to wait and chase. Sent an email later and they said they would look into it for me that was the 8Nov and to date 18 Nov still heard nothing. So not very impressed.

Great products, great service, great support, great price

Water2Buy has easy to install, efficient and cost-effective water solutions. I am also impressed with the post-sales services and the responsiveness and knowledge of the Water2Buy colleagues.

Water2Buy products provide clean filtered drinking water and limescale free home.

Have a water 2 buy softener on our kitchen tap for the last 5 years. I can only say that the customer service is impeccable. One call and everything is sorted. I called the other day as we had bought filter replacements, and my husband had a question about attachments. We were told immediately that we would be sent new attachments in the post, free of charge. Very happy.

If we could give more than 5 stars we would ! Any company is only as good as it’s customer service irrespective of how good their products - which they are did exactly what they said on the tin ! In particular Steven Forde of the customer service team sets the gold standard for customer care which in all our years we have not encountered ! Thank you so so much Steven for your determination to get the product delivered to us where multiple carriers tried tried again and failed you found the perfect solution and got it to us !

Bought my W2B200 from Amazon and got it fitted by a local plumber a few months ago. Not until recently, I found it wasn't working at all!

So I contacted the sales team (Steven) for Pro Installation and had Ross, the plumber in my area to get the refit done. Ross is absolutely professional and sorted out everything that the previous plumber didn't do. He explained clearly how the water softener works and I can tell he knows the product very well.

Overall, I'm happy with the after-sales and the refitting service

I first rated their product 5 stars shortly after purchase of the W2B200 water softener in August 2021. Unfortunately I have to revised my rate following a recent incident in September 2022.

The machine had worked well until it entered the 13th month of use. As I realised that no more soft water from the taps of my house, I contacted Water2buy for help in addition to their online resources. Their response shared with me nothing but simply recapped the links of the online resources. At that time I had already tried out different solutions based on those resources but they all failed to address with my case.

I contacted them again and their UK rep promised to give me a call the following day. Ten day past I still did not get his call despite my repeated appeals to him for how desperately I needed the water softener to be back in service. I just can not imagine how can a popular brand to have offered virtually NO post sale service. Really none at all except those self help videos on Youtube and they are expected to cover all failure scenarios - unfortunately no my case. Isn't it so difficult to give your customer a call and offer some advice?

Being helpless I resorted to trouble-shoot the problem myself by spending a considerable amount of time on online research and concluded that the resin probably required a deep clean. Finally a bottle of resin cleaner did the job.

When I bought the softener from Water2buy I received no advice whether from the company's website or from the packing instruction about the need for resin cleaning every 6 months to one year. As this is such an important maintenance requirement, Water2buy should have made it clear to their customers upon the time of product buying. Naturally the lack of information will create panic and hassle to customers who are first time user of water softener like me under these circumstances.

All in all, I do not recommend this brand unless one is an expert user. Despite their price, the sense of being helpless for the general household users is quite a thing whenever product failure is met with lack of after sale service and apathy.

They appear a bit chaotic in the way they process stuff but all contact was with a human and offers to resolve minor issues quick and correct. Got an email apologising about the delay in shipping the day after it arrived. The chat bot seems a bit useless but its a quick way to get your query sent to support.
The items sent via Amazon arrived as promised (install kit and 1" connectors), the softener maybe a day or 2 later

The product is relatively inexpensive, but works like a dream. I have had it installed for about a year, so I can confirm it has at least some staying-power! I installed the unit myself, taking advantage of the online instructional videos, which are very clear. I needed an accessory part, which was ordered and dispatched directly without a hitch (I bought the softener through Amazon). All in all, I am very happy with this purchase decision.

The staff were very responsible though there's some delay on the installation kit which was understandable since the parcel was sent from outside of UK, and so many uncontrollable factors to W2B. The staff do response to me patiently & tried every way to help whenever I chatted online or called them on phone. I would surely recommend W2B to my friends!

Accessing Refund.
I purchased the whole kit including the professional installation only to find this was not available in my area. I eventually received a full refund.

2 stars for now but I might drop it to 1 in the end. Had the softener and installation pack ordered 10 days ago with a promise of 2 days express delivery. I had the softener delivered as promised but the installation pack (which is a key for getting it in I’d think) is still nowhere to be seen. I was called last week to confirm my address (which was strange as it’s all there on my order confirmation and the label on parcel that got delivered) but nothing since. I then chased a couple of days ago to be told that it must be stuck in transit and they would update me shortly, still no call back. Today when I called them up again I was advised that it’s with DPD somewhere in Germany and when I started tracking it it’s been going around Europe for days. I also noticed that on DPD tracking website my address isn’t correct...! The worse is that W2B behave like this isn’t anything to do with them and it’s my problem... So now I’ll need to ask my plumber who’s booked in for tomorrow to source the fittings required to install it locally, which will come with additional cost...
I’m very disappointed with W2B and started to regret I didn’t go with different softener brand...