Appalling customer service - bought as a replacement gift for another bottle (that was impossible to get spares for due to previous poor customer service experience) but didn’t realise my wife had alr... See more
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Both travel bottles had a hole in them within 1 week of use. Small hole that leaked water. I reached out to water well with the issues but did not hear anything back. Just beware they seem very frag... See more
Company replied
Really brilliant bottle, I've travelled round Turkey and Mexico with it drank tap water the entire time and have not got sick once! It's great to not be buying plastic bottle anymore and it's saved me... See more
Company replied
I've had my Waterwell bottle for a while now and yes, it filters water perfectly and has saved me carrying litres of water up mountains several times. BUT, more importantly... I have dropped this bot... See more
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Company details
Written by the company
Whether you’re a traveller, camper, hiker, outdoor enthusiast, or just someone concerned about your health, you can rely on WaterWell to give you a cost-effective and eco-friendly way to access clean drinking water. WaterWell was founded in response to the environmental crisis caused by incorrect disposal of single use plastic bottles and concerns of water safety when travelling. We wanted to create a sustainable solution for travellers and outdoor enthusiasts who are concerned about their impact on the countries and places they visit. At the same time providing peace of mind that they are drinking safe water wherever they are. We want everyone to have easy access and protection of their drinking water. We do this by creating reusable, sustainable products that will save you money as well! Choosing to buy a WaterWell filter bottle will not only save you money and enable you to drink safe water while travelling and hiking, you will also be helping to cut disposable plastic waste, making the world more sustainable one step at a time.
Contact info
MEADS Building, Leengate , NG7 2LX, Nottingham, United Kingdom
- +441913082226
- cs@orderwaterwell.com
- orderwaterwell.com
4.0
Great
64 reviews
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This company invites their customers to review, whether positive or negative
Replied to 100% of negative reviews
Typically replies within 24 hours
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Appalling customer service
Appalling customer service - bought as a replacement gift for another bottle (that was impossible to get spares for due to previous poor customer service experience) but didn’t realise my wife had already bought her own. Despite numerous attempts to get a return label from waterwell have received no reply, so now have a bottle I don’t want…
November 7, 2025
Reply from orderwaterwell.com
Hi Robin,
I’m really sorry to read this and to hear how frustrated you’ve felt – especially as you were buying the bottle as a replacement gift.
Looking back over our emails, I can see you’ve contacted us a few times since last year about spare parts and replacement bottles. In each case we replied with what we were able to offer at the time – for example, a full replacement lid, and later a full bottle including filter rather than the bottle-only option you were hoping for. I completely understand that not being able to buy just the individual parts you wanted was disappointing, and I’m sorry we weren’t able to meet your expectations there.
Just to reassure future customers reading this: we do normally offer spare parts as standard for our bottles (for example, replacement lids), but the specific part you originally enquired about was temporarily unavailable at the time, which is why we could only offer the complete lid assembly instead.
For your most recent order (#2771), we replied with our Freepost return details so you could send the unused bottle back at no cost for a refund. If that email didn’t reach you or wasn’t clear enough as a “return label”, that’s on us, and I apologise for the confusion.
We’ve now reached out to you directly to arrange a full refund for your order, and you won’t need to send the bottle back. If you don’t see our email or have any questions, please contact us at cs@orderwaterwell.com and we’ll make sure everything is sorted for you.
Best regards,
Callum
Customer Support, WaterWell
Both travel bottles had a hole in them…
Both travel bottles had a hole in them within 1 week of use. Small hole that leaked water. I reached out to water well with the issues but did not hear anything back. Just beware they seem very fragile. The filter seems okay though. No communications from water well whatsoever.
Edit: Waterwell have personally reached out to me and have issued a full refund and furthermore offered to send out another bottle. Very satisfied :)
February 18, 2025
Reply from orderwaterwell.com
Hi Chris,
We’re truly sorry to hear about your experience with our travel bottles. We take quality and customer service very seriously, and we regret that we weren’t aware of this issue sooner. After checking our records, we don’t seem to have received any correspondence from you—had we known, we would have provided immediate support.
To make things right, we have issued a full refund for your order, and we’ll be reaching out to you directly to ensure this is resolved to your satisfaction.
Best regards,
The WaterWell Team
Sent the incorrect filter twice….
October 14, 2024
Order not recieved
I ordered a new filter ages ago for my trip to Nepal. I left last week and it still hadn't arrived. Now into October! Very disappointed.
I will be returning it when I get back from my holiday.
September 18, 2024
Reply from orderwaterwell.com
Hi Dee,
We sincerely apologise for the inconvenience you’ve experienced. Unfortunately, our new stock has been delayed, and we completely understand your frustration. We have already issued a full refund for your order.
Best regards,
WaterWell Team
Great product
September 6, 2024
Got an email stating not available in…
Got an email stating not available in USA. Could be shipped from UK at additional cost. This was sent via email. I immediately responded as to cost with additional question as to if and when it could be available in USA. No response and no product- you want a rating?
May 30, 2024
Reply from orderwaterwell.com
Hi Sandra,
Thank you for taking the time to share your feedback. We sincerely apologise for any inconvenience you have experienced.
We did send a reply to your email, but it seems that it did not reach you. We are sorry for not following up earlier after not receiving a response from you. Please accept our apologies for any frustration this has caused.
We will reach out to you directly to resolve this matter promptly. Your satisfaction is very important to us, and we are committed to making this right. Thank you for your patience and understanding.
Best regards,
Callum Boaden
Customer Support
WaterWell
So the product is really good!!
So the product is really good!!! Super easy to use, the instructions are very easy to follow too. Shipping took a bit longer than expected, but it arrived safe and sound
March 10, 2024
Looks very nice and sturdy
I can comment on the experience of ordering this item as won’t be used until the trip to Thailand in the summer. Very easy and quick order. Delivered very quickly and the bottle looks very nice and sturdy.
February 21, 2024
Reply from orderwaterwell.com
Thank you for sharing your experience with the ordering process! We're thrilled to hear that everything went smoothly and that your item arrived quickly. It's great to know that the bottle meets your expectations in terms of appearance and sturdiness. We hope it serves you well on your trip to Thailand this summer. Safe travels and we look forward to hearing about your experience with the product after your trip!
Even while there is conflict in Israel…
Even while there is conflict in Israel my order still came through. Wonderful service and the replacement shower filter is a great product which we have been using for some time now.
October 19, 2023
post purchase customer care
The customer care was very helpful and prompt. The product seems very well designed.
August 29, 2023
Great company :)
June 25, 2023
Reply from orderwaterwell.com
Hi Sophie, Thank you for your positive review and for taking the time to share your pleasant experience with WaterWell. We're thrilled to hear that you're happy with our services. Your support means a lot to us. Thank you for choosing WaterWell!
Reply from orderwaterwell.com
Dear Mary,
We sincerely apologize for the inconvenience you have experienced regarding the delay in receiving your filter bottle. We understand your frustration, and please be assured that we are actively investigating the situation. Our team is working diligently to resolve this issue and ensure that you receive your order as soon as possible.
To address your concerns personally, a member of our customer support team will be reaching out to you shortly to provide you with an update on the status of your order. We value your patience and appreciate your understanding. If you have any further questions or need immediate assistance, please don't hesitate to contact us directly.
Thank you for bringing this to our attention, and we look forward to resolving this matter for you.
Best regards,
WaterWell Support Team
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