Phox Water: most-reported complaints
Automated analysis of 635 public Trustpilot reviews published 2025-03-29 to 2026-09-23. TrustScore 4.7 from 11,970 total reviews — see the Trustpilot page. Quick answer: is Phox Water legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report issues with faulty products, accounting for 42% of the 179 complaints identified across 635 reviews. Delivery failures and unhelpful support each represent 17% of the complaints, with delivery-related issues showing a rising trend. Late deliveries account for 13% of the reported problems, also trending upward, while product faults remain flat.
How to reach Phox Water
These are the contact details Phox Water publishes on its Trustpilot profile, as of our last check on 2026-09-23 — it publishes no phone number there, email [email protected], address Brook Street Studios, Glasgow, G40 2AB, GB.
The company claimed its Trustpilot profile on 2020-10-26, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-09-14. Trustpilot ranks it 10 of 26 in Water Filter Supplier. We last checked this profile on 2026-09-23 and found 24 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Companies House: PHOX WATER LTD (no. SC580653), active, incorporated 2017 (8.8 years); next accounts due 2027-01-31, last accounts filed 2026-09-07. 2 current officers (9 on record historically), 4 resignations in the last 24 months; 7 filings in the last 12 months (62 filings on record). official record — public register facts, not an indicator of wrongdoing; officer changes are routine in many company structures. Live Companies House status as of 2026-09-23.
In the accounts to 2024-12-31, audited by BW Audit Ltd, the auditor reported a material uncertainty about the company’s ability to continue as a going concern: “The company ceased trading in early 2026 following the sale of the assets and trade. For this reason, the directors do not consider the company to be a going concern.”. This is a disclosure auditing standards require when such an uncertainty exists. It is a statement about the accounts, not a prediction that the company will fail, and many companies trade on normally after one. Filed at Companies House; reproduced as filed.
Forum footprint: 0 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count.
Elsewhere: 4.9★ on Google (0 reviews)
TrustScore over time
4.7 → 4.7 across 14 census measurements since 2026-08-11. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-11 (92%, 4.1d) · 2026-08-14 (92%, 4.1d) · 2026-08-18 (91%, 4.1d) · 2026-08-21 (90%, 4.0d) · 2026-08-24 (89%, 4.0d) · 2026-08-27 (87%, 4.0d) · 2026-09-01 (91%, 5.0d) · 2026-09-04 (92%, 5.4d) · 2026-09-07 (92%, 5.4d) · 2026-09-11 (96%, 5.7d) · 2026-09-14 (95%, 5.7d) · 2026-09-17 (96%, 5.7d) · 2026-09-20 (96%, 5.7d) · 2026-09-23 (95%, 5.7d).
Severity: 3% of this company’s 179 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
1★ share of negative reviews over time
Share of 1–3★ Trustpilot reviews that were 1★
In January 2024, 0% of 12 one-to-three-star reviews were 1★; in August 2026, 33% of 18.
Counted from January 2024 onward — the period for which our capture of 1★, 2★ and 3★ reviews is complete for all three. Months with fewer than 10 such reviews are omitted.
Reviewers here waited a median of 6.8 days between the experience and publishing their negative review (562 reviews record both dates).
Independent findings
The Advertising Standards Authority has upheld a complaint about this company’s advertising:
- 2022-11-02 (Internet (website content)) — A website for a water filter company was misleading because it discouraged essential treatment for health conditions for which medical supervision should be sought and made unsubst
These are the findings of the named independent body, reported here with attribution — they are not our conclusions and are separate from the review analysis above.
What their policy promises
refund window: 30 days
“you have 30 days from delivery to return an item”
refund window: 5-7 days
“a credit will automatically be applied to your credit card or original method of payment, within 5-7 days”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-12.
Policy-page monitoring
We monitor this company’s published policy page for changes. No changes have been detected since we started watching on 2026-09-01.
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Measured reply time: across 561 negative reviews that received a public reply, the median wait was 0.9 days — the company profile reports an average of 6 days. The two are measured differently: ours counts only replies we captured to negative reviews.
Reply quality: of 561 company replies to negative reviews analysed, 56% engaged with the specific problem and 40% were generic templates.
3% of its 406 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: faulty product makes up 42% of this company’s complaints vs a 33% median across 62 ranked companies in its sector.
Review velocity: 1,996 of this company’s 11,970 Trustpilot reviews (17%) were written in the last 12 months.
What are the most common complaints about Phox Water?
Faulty product
76 reports · 42% of complaintssteady“The flow of water through the filter is painfully slow. I contacted the company by email and never received a reply”
The company replied on 2026-05-29: “Hi Lois, I'm so sorry to hear about the delay you experienced on your email, I've looked into this for you and can see that someone from the team did reach out yesterday. Keep us posted and we can…”
Our classifier read this reply as a substantive response.
It promised: a replacement.
1 reader marked this review helpful on Trustpilot.
“water still appeared a little darker”
The company replied on 2026-05-19: “Hi Emma, We appreciate you sharing your experience with our filter cartridges and the issues you encountered with carbon residue. I'm really sorry for the delay in the customer service team's…”
Our classifier read this reply as a substantive response.
1 reader marked this review helpful on Trustpilot.
“I cannot get the jug back together after washing without it leaking everywhere”
The company replied on 2025-09-17: “Hi Claire, We're sorry you're having trouble with the jug and that the replacement gasket didn't solve the issue. Please reach out to us at [email protected] so that we can assist further. Best…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Delivery failed
31 reports · 17% of complaintsrising since 2026-04“You delivered the wrong product and want me to pay to return it.”
The company replied on 2026-06-11: “Hi Anne, Thank you so much for clarifying that, and I completely understand now! You already have our refillable cartridge and your true intention was simply to stock up on the refills. Please do not…”
Our classifier read this reply as a substantive response.
It promised: a replacement.
1 reader marked this review helpful on Trustpilot.
“Not only did they lose track of my latest order, they started using AI for tech support.”
The company replied on 2025-09-30: “Hi Danielle, Thank you for taking the time to share your feedback with us. We're so sorry to hear that your order has been lost and your experience with our customer support. Please be assured that…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“received an empty box. Customer service is not helping at all 3 weeks I've been waiting”
The company replied on 2025-09-04: “Hi Yanista, Thank you for your feedback, and we’re truly sorry to hear about your experience. We understand how frustrating it must be to receive an empty package and then face delays in resolving…”
Our classifier read this reply as a template response.
Support unhelpful
30 reports · 17% of complaintsfalling“Not only did they lose track of my latest order, they started using AI for tech support.”
The company replied on 2025-09-30: “Hi Danielle, Thank you for taking the time to share your feedback with us. We're so sorry to hear that your order has been lost and your experience with our customer support. Please be assured that…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“I cannot get the jug back together after washing without it leaking everywhere”
The company replied on 2025-09-17: “Hi Claire, We're sorry you're having trouble with the jug and that the replacement gasket didn't solve the issue. Please reach out to us at [email protected] so that we can assist further. Best…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“Asked if I could cancel, said she had already told me I couldn’t”
The company replied on 2025-05-28: “Hi Lianne, We’re really sorry that your recent experience wasn’t up to our usual standards. We take full responsibility for this, and we’re working to ensure it doesn’t happen again. As a gesture of…”
Our classifier read this reply as a substantive response.
It promised: a replacement.
1 reader marked this review helpful on Trustpilot.
Delivery late
23 reports · 13% of complaintsrising since 2026-04“only taken a month to actually receive container to put filters in.”
The company replied on 2026-09-10: “Hi Janet, Thank you for sharing your feedback with us. We want to make sure you're completely looked after. We have sent you a direct email to get this sorted for you. Kind regards, Phox Water”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“I still await delivery”
“Had to wait too long for delivery of my parcel”
The company replied on 2026-08-28: “Hi Sarah, I'm so sorry for the delays on our Royal Mail service on this order. If you have any future issues please reach out to the team and they will have a replacement sent as soon as the Royal…”
Our classifier read this reply as a substantive response.
It promised: a replacement.
Not as described
22 reports · 12% of complaintsfalling“filtering and especially softening performance is very poor”
The company replied on 2026-08-31: “Hi Peter, Thank you for sharing your feedback, Peter. We’re really sorry to hear about your experience. We take this very seriously and will be reaching out to you directly via email to make things…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“The filter leaks from the middle when there’s any water in the reservoir.”
The company replied on 2025-06-06: “Hi Andrei, Thank you for sharing your feedback with us. We’re sorry to hear that your recent experience didn’t meet your expectations. We will certainly pass on your comments to our product team for…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“The description was inaccurate. The jag capacity is 1.7 L and not 2.2”
The company replied on 2025-04-08: “Hi Stanislava, We appreciate you taking the time to share your feedback. We understand your disappointment with the product's capacity and performance. We value your insights and will take them into…”
Our classifier read this reply as a substantive response.
1 reader marked this review helpful on Trustpilot.
Support unreachable
14 reports · 8% of complaintssteady“filtering and especially softening performance is very poor”
The company replied on 2026-08-31: “Hi Peter, Thank you for sharing your feedback, Peter. We’re really sorry to hear about your experience. We take this very seriously and will be reaching out to you directly via email to make things…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“The flow of water through the filter is painfully slow. I contacted the company by email and never received a reply”
The company replied on 2026-05-29: “Hi Lois, I'm so sorry to hear about the delay you experienced on your email, I've looked into this for you and can see that someone from the team did reach out yesterday. Keep us posted and we can…”
Our classifier read this reply as a substantive response.
It promised: a replacement.
1 reader marked this review helpful on Trustpilot.
“water still appeared a little darker”
The company replied on 2026-05-19: “Hi Emma, We appreciate you sharing your experience with our filter cartridges and the issues you encountered with carbon residue. I'm really sorry for the delay in the customer service team's…”
Our classifier read this reply as a substantive response.
1 reader marked this review helpful on Trustpilot.
Compare Phox Water with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-23.