PureFilters Canada

I'm very disappointed with my overall experience with Pure Filters. I placed an order on March 10, 2019. The website stated delivery within 3 to 5 days which I thought was excellent. My order also qualified for free shipping so this was an added bonus. After placing the order their online order status indicated my order was "Processing" and estimated delivery would be March 20th. I emailed their customer service address asking why their system was indicating 10 days for delivery when the website states 3 to 5 days. I received a reply same day stating that they will email the warehouse to process ASAP. The next day their system still showed the order as "Processing" so I asked for an update and the tracking number once available. Their rep Donna replied stating that she has asked for a tracking number and would provide it to me once she receives it.

On March 17th, I received an email from Nadir (Co-Founder of the company) expressing thanks for my order and how they want me to have a great experience not just with the filters but their customer service. I replied back explaining that I was having difficulty getting accurate information as to when I could expect delivery of the filters I had ordered.

On March 19th, I received a reply back from Nadir apologizing for the delay. He indicated that they have been swamped with orders and it was taking longer than anticipate to process. He offered to include an additional filter at no charge if I was willing to wait longer or else they could cancel the order with a full refund. I replied stating that I would accept his offer of an additional filter and that I would like to know when they expect to ship the order along with a tracking number.

I reached out to him again on March 23rd as I did not hear anything back. Their customer service rep Donna replied same day stating very generically that she would send me a tracking number once available. On March 25th I sent another email asking for the tracking number or else to cancel the order if it had not been sent. Later that day Donna sent me an email with a *** tracking number indicating that it has been sent and delivery was estimated for March 28th (18 days from my original order date). I received the package on March 27th however it was sent using *** so I'm not sure why I received a *** tracking number. When I check it today it still shows the package as pending delivery.

I have to say this was the strangest online ordering experience I have had in my entire life. I've been ordering from various sites online for many years and this was just plain weird. I won't order from this company again for a few reasons. First of all communication is vague and inconsistent. I could only reach their rep via email or online chat. I tried calling the toll free number but there is no way to speak to anyone. The message directs you right back to their online chat or email. Second, I understand that there will be times orders get delayed however there should be a message on the website indicating that they are unable to meet the stated 3 to 5 day delivery window prior to someone placing an order. Had I known this I would have gone somewhere else as I needed to replace our furnace filter rather urgently. Third, the shipping tracking number provided to me did not match the courier they used to send the order. Lastly, the colour of the filters received (looks like an aqua blue filter) versus the white filters shown on their website is misleading. I'm no filter expert so I'm guessing the colour doesn't have any impact on the efficiency or effectiveness of the filtration but who knows.

I do have to say the pricing is hard to beat but not sure it's worth the aggravation to save a few bucks. Hoping that the company can sort out it's issues and make it a more pleasurable experience for others in the future.

Awesome customer service and experiece with PureFilters.
Received my order the day after placing it on line and received email notifications updating me with the delivery details.
***
Prices are very competitive and lower than the retail outlets such as *** and ***.

Great service, I ordered furnace filters on a Sunday evening and they were sitting on my doorstep Tuesday. How much better can it get!
Price was much better than other retail sellers.

Thank You
John A

I gave this company 5 stars, I ordered the filters on a Thursday noon time and the filters were at my door on Friday in the afternoon, and and I live in the sticks. The filters seem good quality and for my size of filter none of the big stores (***, *** etc) carry them. The price was also excellent.

George

After a few hiccups re the size of the filters, the company made extra efforts to rectify the situation. This included replacing filters which were damaged during transit which they replaced quickly upon notification. Customer service by the personnel was excellent.

Awesome service from this company. From the time I ordered furnace filters online until after they arrived only a few days later I was very impressed with the fact that I received emails to update me re my order and and to clarify if I was satisfied. ***
Anne R

Great service and quick delivery. There was an issue with some of the items in my order being damaged during delivery and they took the time to make it right quickly sent a replacement.

Thank you so much

We ordered our humidifier pads and they were to the exact specification for our particular machine, a great price and easy to order from the WEB site. What we did not realize was the awesome customer service and follow up that came with our order. Locally, we were not able to obtain the exact replacement parts but PureFilters had them. The follow up on our order is rarely seen or experienced in retail these days. It sure left us with no worries about ever ordering safely from this site again. Thanks Nadir.

Fast accurate Service. Great e-Mail response time. Good Selection. Saved about 10 - 15.-$ per Filter. Keep up the good Service.

I just received my Humidifier pads from ***. I ordered 8 pads at a cost of $11.40 with your discount and FREE SHIPPING!! It took only 8 working days. You guys are fantastic. I unfortunately bought a pad at a big hardware chain for almost $20.00 and it was 1/4 inch smaller in thickness - therefore not as efficient. You guys had the exact replacement. Also, the replacement pad at my furnace maintenance company is around $40.00. I now have enough for a few years.
I also appreciate your followup emails
I would rate you at 110%.

Well this the first email I have ever received like this, I am more than pleased with your product & your service.l would say that more companies should adapt your follow up procedures which would lead to a lot more HAPPY CUSTOMERS.
Thank you again for such GREAT SERVICE.
Bruce D

A great find! We had trouble sourcing replacement furnace filters locally, and found PureFilters online. It was easy to find the type of filter we required, the price was excellent and significantly less than we'd paid previously at the local supplier, completing the order was easy and trouble-free, and delivery had them to us in couple of days. In all, a drama-free purchase, and we'll be using PureFilters Canada from now on. Great inventory, easy purchase, the very best price, and at our door remarkably fast. Again, a great find!

Ordered a pair of filters but unfortunately the carton arrived badly crushed and ripped open. I sent pics of the mess that arrived to their customer service department and two new filters arrived in the mail about a week later. Top notch customer service is hard to find these days and I cannot say enough good things about how well they handled the problem and will definitely order from them again. Five star company in my book!

I was looking for furnace filters and contacted PureFilters Canada. The staff were very helpful, courteous, and knowledgeable about their products. They sent me links to compare different
filters for my home.
***
Regards, Judy

Just to let you know: We are delighted with the service and products we received from PureFilters!
We were kept informed on the status of our order and also received follow-up emails to ensure that we were completely satisfied with the transactions.
We will be dealing with PureFilters again and can recommend them to anyone. We wish them the best of luck!

very good service. received order very quickly. customer service was excellent and PureFilters Canada personally followed up after receipt of my order to know if everything met my expectations. price is very competitive and lower then most options out there. very glad I chose to do business with them.

after reading what a great business this was I ordered my filters thur them. (as they said I would receive my order with in 3-5 days. well after many e-mails to ( witch they did get back to me with in 24 hours) its going to be over a month before I receive my order.(MAYBE) was told it was shipped *** then *** o wait no its Canada Post. I think ill be just going to the hardware store next time.