PUREPLUS: most-reported complaints
Automated analysis of 102 public Trustpilot reviews published 2025-03-31 to 2026-09-02. TrustScore 4 from 201 total reviews — see the Trustpilot page. Quick answer: is PUREPLUS legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report delivery failures, which accounted for 39% of the 31 complaints identified in 102 reviews. Support issues were also frequent, with customers citing unreachable or unhelpful assistance in 23% and 16% of complaints, respectively. Additionally, 13% of complaints involved late deliveries, with some reports noting significant delays and damaged items. No clear trend could be established for these issues due to the limited number of reviews.
How to reach PUREPLUS
These are the contact details PUREPLUS publishes on its Trustpilot profile, as of our last check on 2026-09-25 — it publishes no phone number there, email [email protected], address 15421 -91755 Gale Ave, City of Industry, 91715, US.
The company claimed its Trustpilot profile on 2023-12-27 and last replied to a negative review on 2026-09-08. Trustpilot ranks it 11 of 12 in Water Filter Supplier. We last checked this profile on 2026-09-25 and found 0 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
TrustScore over time
4.0 → 4.0 across 4 census measurements since 2026-08-17. 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: 2026-08-25 (94%, 3.0d) · 2026-09-03 (93%, 3.2d) · 2026-09-21 (100%, 3.3d).
Severity: 16% of this company’s 31 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 7.9 days between the experience and publishing their negative review (31 reviews record both dates).
What their policy promises
refund window: 7 days
“Within 7 days of delivery”
refund window: 30 days
“Within 30 days of delivery”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-17.
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 25 negative reviews that received a public reply, the median wait was 3.3 days — the company profile reports an average of 3 days.
Reply quality: of 25 company replies to negative reviews analysed, 32% engaged with the specific problem and 68% were generic templates.
Review provenance: 81 company-invited reviews in the recent window average 4.02★, while 25 organic (uninvited) reviews average 3.84★.
49% of its 70 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: delivery failed makes up 39% of this company’s complaints vs a 20% median across 49 ranked companies in its sector.
Review velocity: 78 of this company’s 201 Trustpilot reviews (39%) were written in the last 12 months.
Not enough reviews to establish a trend.
What are the most common complaints about PUREPLUS?
Delivery failed
12 reports · 39% of complaints“Received the product that doesn't fit”
The company replied on 2025-08-22: “We are truly sorry to hear about your experience and sincerely apologize for the inconvenience caused. Your feedback has been shared with our support team, and they will reach out to you via email to…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“They sent me the wrong product. They failed to replace or refund my order.”
The company replied on 2026-06-03: “We sincerely apologize for the inconvenience and frustration you have experienced. Our customer support team will continue to follow up on your case and work toward a resolution regarding the…”
Our classifier read this reply as a template response.
“Never received product”
The company replied on 2025-10-21: “We’re very sorry for the inconvenience you experienced. Our customer service team will reach out to you via email shortly to help resolve this issue. Thank you for your patience and understanding.”
Our classifier read this reply as a template response.
Support unreachable
7 reports · 23% of complaints“Received the product that doesn't fit”
The company replied on 2025-08-22: “We are truly sorry to hear about your experience and sincerely apologize for the inconvenience caused. Your feedback has been shared with our support team, and they will reach out to you via email to…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“It took 4 weeks 2 emails and no response”
The company replied on 2025-10-28: “We are truly sorry to hear about your experience and sincerely apologize for the inconvenience caused. Our customer service team will reach out to you via email shortly. Please keep an eye on your…”
Our classifier read this reply as a template response.
“I tried to contact customer service multiple times to return and reorder. which took almost 2 weeks.”
Support unhelpful
5 reports · 16% of complaints“They sent me the wrong product. They failed to replace or refund my order.”
The company replied on 2026-06-03: “We sincerely apologize for the inconvenience and frustration you have experienced. Our customer support team will continue to follow up on your case and work toward a resolution regarding the…”
Our classifier read this reply as a template response.
“No help from support I still have not received any help”
The company replied on 2026-01-19: “We’re very sorry for the inconvenience caused. Our customer support team has been notified and will contact you shortly by email. Please keep an eye on your inbox (and spam folder just in case).…”
Our classifier read this reply as a template response.
“proceeded to ignore my multiple e-mails to rectify it”
The company replied on 2025-10-09: “We’re truly sorry for the frustration you’ve experienced. Our team searched for emails and order records under your name but couldn’t find any information. There might be some misunderstanding or…”
Our classifier read this reply as a template response.
Delivery late
4 reports · 13% of complaints“delivered 19January2025 (over a month later) with a broken door latch”
The company replied on 2025-09-30: “We’re very sorry to hear about your experience. Our support team will contact you via email to assist further. Thank you for your patience.”
Our classifier read this reply as a template response.
“It took a long time to receive the product”
“I haven't received the product yet.”
The company replied on 2026-06-03: “We’re sorry to hear that you have not received your product yet. Our customer support team will contact you as soon as possible to investigate and help resolve this issue. Thank you for your patience.”
Our classifier read this reply as a template response.
Not as described
4 reports · 13% of complaints“what arrived wasn't the model I ordered and looks like I ordered from Ikea!”
The company replied on 2026-09-08: “We sincerely apologize for the confusion and disappointment with your order. We understand how frustrating it must be to receive a product that does not match what you expected. Our customer service…”
Our classifier read this reply as a template response.
“Still haven't received extra filters that were paid for.”
The company replied on 2026-02-28: “We’re very sorry for the frustration this has caused. This is not the experience we want you to have. Our customer service team has been notified and will follow up. We’ll do our best to resolve this…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
“Filters did not fit my fridge.”
Faulty product
4 reports · 13% of complaints“delivered 19January2025 (over a month later) with a broken door latch”
The company replied on 2025-09-30: “We’re very sorry to hear about your experience. Our support team will contact you via email to assist further. Thank you for your patience.”
Our classifier read this reply as a template response.
“Out of the four filters, one lasted about a week, some of the others lasted a bit longer, with the longest being one month.”
The company replied on 2025-11-28: “We’re very sorry to hear about your experience with the CRF-950-Z filters. This is certainly not what we want for our customers. We’d really like to help make this right — could you please contact us…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“dark material is accumulating on the edge of the water pool in commodes throughout the house.”
The company replied on 2025-08-19: “Thank you for reaching out and letting us know about the issue. We’re very sorry for the inconvenience this has caused. I’ve forwarded your message to our customer service team, and they will contact…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
Compare PUREPLUS 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 2026-09-03.