EWT Water Specialists

Deeply disappointed with the customer after care. They do not take responsibility for their (and faulty) installation and avoid any contact when we ask to rectify the fault.It cost us £800 in the water bill before we found out their water softener was continuously flushing the system! I guess 10 year warranty is a scam! Be aware Guys!

Worst customer service ever. We are having an issue with the softener for almost a month and its still has not been sorted. They sent a technician to fix this but unfortunately we are still suffering. Two of my children have very sensitive skin and they are suffering because of hard water. All of our appliances and taps have gone white. It seems they only send technician as per their convenience with no regard to customer's urgency. We have been EWT'S customer for almost 10 years and their service has gone down over the recent years while their prices have gone up. They used to provide 6 bags of salt of 25kg which has been reduced to 5 bags of 15kg each at the same time increasing the monthly standing order. So double trouble and on the top this appalling customer service. We are really disappointed and would look into moving to another supplier. WE DO NOT RECOMMEND THIS COMPANY .

I’ve been a customer for over 10 years and stuck with them when they put up all there prices. Over the last couple of years the customer service level has plummeted. Have repeatedly emailed them with no response for various things. Example: Having to wait over eight months for salt that should’ve been delivered at the same time as the maintenance check.I have now come to the point we have issued an ultimatum give them five days to respond or I’ll be cancelling my direct debit and requesting a refund.Servicing is fine when you can get an appointment and the engineers do a very good job. But the stress of trying to contact them, get appointments booked and sort out problems just isn’t worth the service.The 2 stars is only for the engineer who has been to my house year after year. They make him travel 2 hours when another engineer lives 20 minutes away. Just shows the bad management they have now.

Water softener doesn't do the job.I tried getting hold off CS team to address the issue and had to constantly chase to get an answer.Their ops process of booking a service is like working with windows 95, very old. You have to wait 4 working days to get an appointment and if the planning team book a date and it's not the suitable for you, and if you think rebooking is straight forward a simple call..... Naah, they don't have the power to rebook. You will be put in queue like you just contacted them for the first time. Yes, back to the beginning!!Other issues:Technology fail: EWT App returns an error and gives the option to arrange a call back. However, no one calls!! YAY!!CS team: not upto the mark. I explained the problem to Steph (CS advisor) and constant fail of everything I do and unable to get a booking, I get a mechanical answer that she is unable to do anything. This is the protocol. I asked to speak to a manager. She won't transfer and I have to email. Apparently thats the protocol.I even told her in the first place that I needed a booking on a specific day as I have a job and can't do all days but they decided to do exactly what I don't want. And no concern whatsoever. And she is unable to do much. Protocols!!I have to go back to the queue.And guess what, me trying to get answers, she hang up on me saying I'm rude.

EWT staff were very very helpful when placing my order. Especially Abbie, she went an extra mile in making sure everything went smoothly. Order placed now and awaiting date for installation.

I recently contacted the EWT Customer Service team, and I must say it was an exceptional experience. My initial contact was with Andrew, who really demonstrated an impressive level of product knowledge. He patiently explained the intricacies of the Dual Water Softener System, addressing all my queries in detail. Andrew's expertise not only showcased the product's functionality but also instilled confidence in its capabilities. He then arranged a call back for a further better deal.Later, when the team reached out to me again and this time it was Abbie, the positive experience continued. She not only maintained the high standard of customer service set by Andrew but went above and beyond by offering a fantastic group discount for all the residents in our new estate. This gesture not only highlighted their commitment to customer satisfaction but also demonstrated a genuine effort to make their products accessible to a broader audience.The seamless transition from Andrew to Abbie showed a cohesive and well-coordinated team effort. Their professionalism, coupled with a friendly demeanor, made the entire interaction enjoyable. I haven't tested the Dual Water Softener System yet as the installation is just scheduled but with such a great customer service team, I am confident that the product will live up to expectations.Hats off to Andrew, Abbie, and the entire EWT Customer Service team for providing excellent care and setting a high standard for customer service. Their dedication and willingness to go the extra mile have undoubtedly left a positive impression, and I believe the same level of excellence when putting the Dual Water Softener Product to the test.

There is visible difference in water quality and there are no limescales. Engineer who came for installation was very professional and super helpful.Pretty impressed with the services offered until now. I would definitely recommend EWT as there products are good value for money considering the prices across major brands in UK. I called the contact centre and spoke to Kyle. He was so helpful on the call.

I had a water softener installed in Nov'22 which was done in a professional manner. However, I started seeing issues in Feb'23 wherein limescale marks were visible everywhere. A call-out was booked and they only changed few settings. This reduced limescale deposits but didnt resolve fully. It went to extremes and service call-outs were booked in Aug,Sep,Oct & Nov'23 to address the issue. They used to come and change minor settings and advise there is nothing wrong but the limescale issue was still rampant. Once water started to fill up in tank which was addressed by an engineer saying the piston responsible for the out flow was not working and has been looked into without any replacement. Limescale deposits are still rampant but now EWT says warranty has expired so we have to charge for a visit and there is no guarantee that we will fix your issue in next call-out. They are just concerned on charging without caring about resolving the issue at hand or any customer satisfaction. This is an ongoing issue never resolved satisfactorily.Their customer service is very poor and any service booking takes weeks before even booking is done. This looks like very unprofessional and a scam. Please stay away from this firm at all costs.

The process was quick and easy, customer service answered my emails and phone calls promptly. The installation window was easy to adjust according to my schedule and the installer came during the window they gave. The water softener doesn’t take up much space and the installation was quick, under an hour. Now I can feel, taste, and see the difference in our water!

Avoid like the plague. Fitted a softener and a RO that quickly started giving issue. Tested drinking water quality and was sub-standard, also limescale is back. Kept booking a repair, plumber doesnt show up, waiting for 2+ months now. Follow up and service is abysmal.