Review Time
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 :-)
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 timeThe 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 timeSO 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! LolBeautiful 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 :-)
⚠️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.
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.
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!
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
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.
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Phoenix Gravity Water Filters excel at manufacturing world’s no#1 product that efficiently eliminates 99.99%
contaminants. Our superior filtering solution ensures vital minerals for the human body are retained so that you always have access to healthy and fresh water.
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