Edit: Isn't it funny how customer service representatives come out of the woodwork to act "concerned" when they receive a negative review? This rep's name doesn't even match!
This company will not help you if you have any concerns or issues. Honestly the most pathetic customer support experience I've ever encountered. Stay away!
16 x 25 x 5 merry 13 filters. The measurements slightly smaller than nominal measurement allowing perfect fit. Also each filter sealed in plastic to keep dirt out during storage. Price was about 20% less than filter direct and quality made in a
America is excellent. Free shipping and two day delivery. What not to like.
Thanks, Dave, for the 5 star review! We are happy to have you in the Filterbuy family!
Be aware of their 90 day limit on returns. They are very inflexible. I ordered 4 "Apilaire 2200/201 filters in January to be ready for my replacement in July. I change my filter 1-2 times a year, which is typical for this type of filter. When I just went to install, I found they do not fit. Customer service refused to hear my issue, because it had been beyond 90 days. Flat out no, with no discussion. Now I am out $141.
Hi Marty, I would like to look into this for you as all of our calls and email transactions are recorded for quality assurance. We do have a 90-day return policy which is stated on the website however if you send me a message I can see if we can offer a free exchange for you. Please email me at Jena@filterbuy.com with your name and order #. I also would like to look into the conversation you had with our customer service rep, as we pride ourselves on excellent customer interactions, this seems out of the norm and could most certainly be a coaching opportunity, so we make sure not to happen again! We truly value our clients, allow me an opportunity to try to make this right for you!
On Amazon they sell their merchandise as third party sellers, and they explicitly say that they can offer a refund within 30 days as long as I have the receipt. Guess what. I wanted to return the item, and I am being charged 60 dollars for shipping fees. When I asked them for a refund, they said that they will not honor the shipping cost because the package was delivered. Now, if I want to get a refund, I have to pay 60 dollars, to get a refund on an 80 dollars package. And this is the thing, a company is not required to issue refunds. I get that, but whenever you mention explicitly the page that you will give a refund but you do not outline that I have to pay the shipping cost it's clearly deceiving and in bad faith.
No wonder you guys dont have a Google Reviews page even though your website says that you have a "5 star service" because you know that if you were to make it public, you will have less than 2 star reviews.
Unfortunately, with limited information we cannot locate your order. Amazon generally does not charge for returns within 30 days so we would like to look into this for you. Please contact us through Amazon so we may assist. Also- we are 100% listed on google reviews. We have many excellent reviews but as with any company when you fulfil over 58 million orders, there may be some instances when a customer just isn't satisfied. We do our best to go above and beyond to resolve those customer issues. Please allow us to look into this for you.
I've lived in my house for 25 years. Decided to buy four 20x30x1 filters.
They arrived and are too small. In large print on the filter it shows "20x30x1". But in small print is the actual size and they are not even close. It does not fit. They would not pay for return shipping.
Be ware of this company!
Hi Andrew, This thread will not allow me to post the picture direct from our website but this is taken directly from the product description and is clearly labeled on our website when making a selection- 20x30x1 Air Filter Description
Actual Size: 19 1/2" x 29 1/2" x 3/4"
Model: AFB20x30x1M8
Available In MERV Rating: 8, 11, 13, Odor Eliminator
Made in the USA
Ships in 24 hours
We sent the exact size of the order you placed and once we were notified today by you that this product did not fit,our agent Steph offered you a free exchange for 2 custom size of 19.875x29.875x1 filter $46.64. We have been awaiting your response. We do not offer free returns when we have shipped the order correctly as placed. We do offer 100% free exchanges for customer error. If you would still like to take advantage of that we are happy to assist.
I just put the 6th and final filterbuy filter in my system. They are inexpensive, but they are undersized. I needed 14 by 14. What I got was 13.5 by 13.5ish leaving a big gap around the filter and making the air quality in my home worse. Never again.
Hi Misty, our replacement filters are listed with both the "actual" as well as " nominal sizing in the product description. The listing for the 14 x 14 x 1 direct from our site is as follows: 14x14x1 Air Filter Description
Actual Size: 13 1/2" x 13 1/2" x 3/4"
Model: AFB14x14x1M8
Available In MERV Rating: 8, 11, 13, Odor Eliminator
Made in the USA
Ships in 24 hours
When replacing your air filter, most people will find the nominal size or dimensions located on the edge of your current air filter. If you don’t have the previous filter handy, you’ll need to measure your intake vent for the actual size of your air filter.
"Nominal" refers to the product sizing chart that fits into your intake vent. "Actual" size refers to the true measurements of your air filter dimensions, which will be slightly smaller than the intake vent dimensions. When searching for a 16x25x1 air filter, for example, you’ll likely see 15.5" x 24.5" x.75" listed. Nearly all AC filters go by the nominal size, which is the actual size rounded up to the nearest inch.
We offer many articles, videos and FAQs on how to properly size for a replacement filter. We also are happy to send a free exchange for the proper size and hope you take advantage of that offer!
Not sure this company can be trusted. I placed an order for 12 total filters, 6 of each size. Received only one size and sent an inquiry. After a week of silence I sent another, Maybe they're out of business, maybe not, but with that kind of customer service they definetly should be.
Hi Jerome, we are most certainly open! If you could kindly email me your order number and email address, I can look into this for you. Thankfully we have transcripts of all email/chat contact, and I can look into what has happened. From what I understand you received one box of 6 and are missing the other 6 in a different size? It may be that a package was lost in transit. Did you receive a tracking number I can investigate for you? Jena@filterbuy.com I look forward to helping you out with this inquiry- this certainly isn't the experience we want you to have!
Cheap, but unfortunately I got what I paid for! The size of the filter did not match the Honeywell filter. Filterbuy posted size 19 7/8 x 24 3/4 x 4 3/8. The actual length is 24 7/8. The filter is too long to fit in our unit. Look elsewhere.
Hi Martin, I am sorry to hear this size doesn't work for your unit! Our website offers many articles including one specifically regarding this size in regard to ordering. Every product list in the description the " actual vs nominal size" We understand this can be confusing for some customers and mistakes happen - this is why we offer a 100% free exchange and assistance with proper sizing. I do hope you took advantage of that offer so we can help you find the right fit! https://filterbuy.com/20x25x5-air-filters/
Although I sent the size I required, they sent European size that is different from American and they don't fit. Contacted company and of course, no response. Do not buy from company and save yourself some frustration
Hi Terri, we would like to investigate your claim further. If you can provide your order number and name, I will be glad to assist. Please send to jena@filterbuy.com. We do not "take orders" so I am curious as to how your order was placed. We do not sell in European sizing, however there are 2 listed for each filter, "actual " and "nominal" We offer various articles and videos on the website on how to properly size your filter and hope you took advantage of these. Also, we offer 100 % free exchanges if you happened to have made an error in sizing. Please give us a call so you can take advantage of that offer and we can also assist in finding the proper size for you!
DO NOT BUY FROM FILTERBUY! Placed order-was never shipped nor received. Ordered replacement, same thing-never shipped nor received. Called Filterbuy directly and their solution was simply cancelling the replacement order. No attempt to correct the problem or retain me as a customer. I got the impression that they don't care.
Hi Bill, your experience posted certainly isn't the norm for our customer experience. I would like an opportunity to look into this for you. We do have transcripts of calls/emails etc. and I would be happy to review for you and make sure you get your product. I can be reached at jena@filterbuy.com
Overview
Filterbuy has a rating of 1.6 stars from 28 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers dissatisfied with Filterbuy most frequently mention and customer service. Filterbuy ranks 27th among Air Filters sites.
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- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
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Hi Jay, I am very sad to see this review as we pride ourselves on some of the best customer service experiences around! I would love to look into this further for you. You can email me at Jena@filterbuy.com. All of our agents are monitored for quality assurance and if you did not receive that experience, we want to make it right!