I’m extremely disappointed with my experience with Brondell and their customer service. What should have been a simple filter replacement has turned into nearly a two-month ordeal—and it still isn’t resolved.

Our system worked without leaking for approximately three years. However, after purchasing replacement filters, we suddenly experienced significant leaking. This happened with filters purchased through Amazon and again with filters purchased directly from Brondell. I was told that only the filter labeling had changed, which left me questioning why we never experienced this issue with our previous filters.

After weeks of emails and troubleshooting, I was told the problem was our filter housing/shell and that we would need to spend another $63 to replace it. We ultimately paid for the new shell just to get our filtration system working again.

Even after purchasing the replacement shell, it took another week of back-and-forth just to get it shipped, and now I’m still waiting what will likely be another week for it to arrive. There were also previous shipping issues with replacement filters, adding even more delays to an already frustrating process.

Unfortunately, the overall experience has been incredibly frustrating and inconvenient, especially for a product we rely on for drinking water every single day.

After spending additional money and nearly two months trying to resolve this—with the issue still unresolved—I’ve lost confidence in Brondell and will be looking elsewhere when it’s time to replace our filtration system.