Phoenix Gravity Filters (UK) Anmeldelser 93

OI purchased the filter with the extra flourude filters and it's was left outside my garden gate on public footpath so obviously didnt get it, after arguing and threatening them with going to my bank and getting a refund from them, they sent me another..after setting it up and filling it 4 times as instructed I transferred the freshly filtered water into glass water holder only to find lots of black sedement in the bottom..rang them and they made me take photos of the cloth I cleaned it out with to see if I was lying..the guy wanted to see a dirty black cloth.before he sent me a replacement filter.. this company is by far the worst company I have ever dealt with and I wish I'd never bought this filter as it doesn't filter as it claims to.. i have a water reader and the output is higer than tap water..I used to use a zero water filter and fortunately I have kept it...dont waste your money

I returned product new and unboxed as I no longer required it and was never given a refund despite many emails. Terrible company, avoid.

Very disappointed with the filter, the water doesn't taste any different from tap water. We have hard water in the tap, and without filtration, my tea is really murky, the cup is completely covered with residue, and it also tastes gritty. With this filter, it is the same as straight from the tap. Moreover, the website advertises a 100-day money-back guarantee if you are not happy for any reason, but the customer service refused the refund because I didn't buy their stainless steel container to hold water with my filter. I already have the same container at home, and this does nothing to the quality of water. After my complaint, they changed the wording on the website to suit their narrative (the date of the amended wording is still showing on the website). Therefore, overall, this product and the company are not worth your money and trust.

This gravity water filter is so good!
It clears 99.9% of impurities. This filter machine stands out from the crowd.

My water tastes really nice, no after taste, no need to camoflage the chemical taste any more with flavoured squash. In fact I'm drinking more water now than I ever did, which is always a healthy option for my body.

The photos of the water filter on the website really don't do it justice. It's really a beautiful piece to have on display. I bought the teak stand which looks beautiful with it. This comes with a steel tap included so no need to pay extra to fit one, like other sites. Just ensure you switch the tap into the 'off' position before you start filling it with water unlike myself who soon found it pouring out of the tap whilst filling it. Perhaps a little note with the tap warning buyers would help. However the instructions were clear enough, so easy to set up.

I looked at many options available before making my decision to buy. This one ticks all the boxes for removing contaminants.

My only regret is that I should have bought one of these years ago.

My order arrived today and I was SO excited after wasting £40 on a Brita glass filter jug which still made the water taste like PLASTIC!

Did all the instructions for assembly as I found a video on Youtube ( so helpful )

So it was super easy to set up!

And I was ready to go in no time

The water looks crystal clear and tastes lovely , slight after taste on first use even after flushing but SO much better than the Brita and I feel it will improve in time

SO happy I found the Pheonix after MUCH research as we do not want plastics in our water and yet most filters and jugs ARE plastic , so it makes no sense to me! Lol

Beautiful product beautiful water and I bought mainly as for some reason as I am getting older now I seem to be feeling ''less thirsty'' even though my body DOES need it , which happens when you get older , so I was not drinking enough!! :-(

NOT GOOD but I do love water and I have already found on day 1 I am drinking more because it is so lovely and clean and fresh tasting :-)

Non-existent customer service and filters that don't filter. Like all the other 1* reviews, and I wish I could give them 0, we tried to return our purchase within 4 days of receiving it only to jump through innumerable hoops before being informed that we couldn't return it as we had not complied with their Tumeric Test! There is NO mention of such a test in their 100 day returns policy - BEWARE. The best offer we got was a new set of cartridges, f.o.c., but these are still yet to arrive. If you want a proper, functioning, tower filter I recommend Berkey now available in UK.

Excellent value compared to other similar products. However, Phoenix were more honest about their product, which convinced me to purchase.

⚠️Warning: Poor and non-existent customer service.
No response, no follow-up, impossible to reach customer service.

The carafe works fine, but that's the only positive point.

When I placed my first order, the water filter with all the options was delivered as promised. However, when I placed my next order for replacement filters in November 2025, I have still not received anything (end of January 2026).

On top of that, I have a problem with a leaking tap, and the after-sales service has provided no support or assistance.

The product is acceptable, but the customer service is to be avoided at all costs.

I rarely leave negative reviews, especially for small businesses, but after weeks of trying to resolve this politely, I feel I have no choice but to share my experience so others know what to expect.

I ordered a set of carbon cartridges from Phoenix Gravity Water Filters. When they arrived, they had an extremely strong chemical smell — unlike anything I’ve experienced in over 10 years of using water filters. I didn’t feel comfortable drinking water filtered through them, let alone giving it to my children. I emailed the company the very next day to report the issue.

Because the product seemed faulty, I returned it that same day to the returns address listed on their website, and included my order number inside the parcel.

This is where things became unexpectedly difficult.

Over the following weeks, I found myself going in circles with different team members, repeatedly being asked for information I had already provided. No one mentioned at any point that these cartridges were “non-returnable.” Their website at the time clearly stated a 30-day return policy for all products, with no exceptions listed for cartridges or accessories.

After several long email exchanges, I was suddenly told that cartridges are considered “accessories” and can’t be refunded — something that doesn’t appear anywhere in their published policy. When I pointed this out, the explanation then shifted again, this time suggesting that because I used standard post (which their own policy allows), they now couldn’t locate the return.

Throughout this process, I genuinely tried to resolve things calmly and reasonably.

Weeks later, I’m unfortunately left with no refund, no product, and no real resolution.

The most disappointing part isn’t the £53 — it’s the feeling that despite following their policy in good faith, the responsibility has been pushed entirely onto me. As a customer, that’s disheartening.

I’m sharing this not out of anger, but so others know that returns may not be as straightforward as the website suggests. I genuinely hope Phoenix Gravity reviews their processes and communication to prevent other customers from going through the same experience. I will now be contacting Trading Standards and my credit card provider to pursue a refund.

Lovely filter, works so well. The water is so pure tasting and the carbon cartridges were so easy to prime.

The set up instructions are not the clearest, however, and the small parts could come labelled with stickers of letters as it was really hard to see on the instructions the tiny pictures. Luckily an online video saved me!

It is early days for me to share my experience.
But my tea taste is much better, and I do hope my kettle will be free of the limescale.

really happy with ours. we got the biggest and it easily provides filtered water for the entire family

I ordered this water filter as I liked the look . After two days it started to leak then the tap kept dripping I took apart and put back tightening everything it was fine for a couple of hours then started again . I took pictures sent to the company and requested how to return the product I wanted a refund only 5 days old . I didn’t hear anything back to called spoke to Bindra who promised she would get back to me with return details . I received an email from Dahlia who informed me I would have to send back the water filter at my own cost !! This box is heavy it’s going to cost a lot with tracking also could I send a video of it dripping I told her I couldn’t as I had boxed it all back up to return and you can clearly see the water on my work top that shows the unit above water on the legs of the stand all very visible in photos . I told her I do not want a replacement as disappointed with the product and don’t think it would last long . She promised to email me the returns address . Dahlia hasn’t and not heard back ..
Be very careful before you buy this product if you receive a faulty water filter you are expected to cover the cost of return I paid £266.05 and don’t think I should have to pay . Very unhappy customer

Helpful team. Lovely product. Glad to have both filters in place.

Really fantastic product. The taste of the filtered water was so much better. We had a little blip setting it up but a quick question sent and problem solved.
We then needed new filters, we’ve received them very quickly.
Can’t speak more highly of this company.

Ive owned a phoenix gravity water filter for 4 months, time came to make an order for fluoride filtering replacements, firstly the marketing strategy is misleading, essentially they say the more you buy in bulk the cheaper you’ll get it. Across the website is a rolling advertisement banner that says free shipping £99

I ordered the largest package of filter so that I’d get it cheaper because they’re quite pricey. Advertised at £99 for 12 months supply, I purchased that and expected free delivery, the charge taken was £105 (£99 for the product and £6 for shipping)
When I questioned it I was told that it is for orders over £99…..,fair enough, I feel it’s misleading but it’s there so can’t blame them, however the response I received was for another complaint for another customer but sent to me, the administrative qualities are poor, even when I received my actual response it’s barely had any response to the actual complaint.
The £6 is for a 48hr delivery as it’s clearly important to remove the fluoride from your water as the whole point of having one or a big part so you’d expect that you paid for this service it would arrive within 48 hours or 72 at worst, I still have no delivery despite the charge, the expense of these in the first place is high you’d expect customer delivery to be bang on.
That was 15th Sep and it’s now 21st upon leaving this review.
Poor service, misleading advertising, no loyalty to customers investing in their products which is crazy considering the high amounts of competition on these products, Doulton should’ve been my go to but hey you live and learn.

A friend of mine had recently bought a Phoenix Water Filter after looking into the research and quality of the system and had recommended it to me. I wasn’t sure what to order so I rang customer services and they were most helpful and knowledgeable in explaining their product. I received my water filter quickly and it was packaged well. It was easy to put together, but most of all the taste is perfect! Very pleased with it and it’s portable.

Great delivery service. Product is as described.

Instructions could have given a clearer overview om putting it together
Excellent water

Loving our new water filter
The water is so much smoother and clean tasting
Definitely recommend it