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East Midlands Water Company

  1. Leicester
  2. Leicester Water Purification Services

Reviews, get directions and contact details for East Midlands Water Company

About

We are the number one UK wide provider of water softeners and water filters for both residential and business applications. If you need to ensure you have the best quality water, then talk to us first.

Story

East Midlands Water Company have been established since 1985 and since that time have been proud to supply and advise clients on the best possible solution to their water treatment problems.

Although based in the East Midlands, we supply the whole of the UK and many other countries, worldwide.

We supply water softeners and water filters to both residential and business customers, matching requirements to the best possible water treatment equipment.

It doesn’t just stop at the initial purchase either. Our aim is to ensure that your purchase continues to operate correctly during its lifetime. Our extensive range of filters for most makes of water filter and spares and softening salt for water softeners.

Mission

To continue to provide quality water treatment products, to match customers requirements at the best possible price.

Products

Water Softeners
Water Filters
Water Reverse Osmosis Systems
Ultra Violet water purification

Address: 2 Cannock Street Leicester , Leicester LE4 9, LEC, GB
Phone: 0116 276 3334
moc.ku.cwme@ofni
State: LEC
City: Leicester
Zip Code: LE4 9

Update Info

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Reviews
Bought a water filter and softener but it wouldn't fit so I needed to return it. No problem it seemed - at least to begin with. We got a return number and actually delivered it back to them in person hadn't even unpacked it. Getting the payment back was an entirely different matter. All sorts of excuses. After a week - they needed to unpack it and check it over. Then they needed permission from someone. Then they were short staffed. Then admin were only part time and so not available to do it. Then they pointed out it took time for the banks to act on their instructions and send a credit. Paid for by credit card on 21 Mar 24, refund received after much hassle on 7 May 24 - and that was £25 short of what I had paid. EMWC: If you are reading this, I'm still waiting.
0 STARS! DO NOT BUY FROM THESE PEOPLE!! I don't think I can even express how angry I am with this company's lack of communication skills. They're so eager to sell products but once you've bought something, DO NOT I cannot express this enough expect any sort of communication from them. My husband and I as well as my parents bought a bunch of products including their water softener kit during the grand designs show earlier this year. The director, Tom who won't tell you he's the director, just pushes that it's a family run company and his dad owns it was the "sales person" we met at the show. My husband had thoroughly explained the layout of our house and his response was a good plumber should be able to make the kit work for our house despite it being a bit of an odd layout in terms of how the plumbing is running through the property. We bought a fair amount of products for our home and my parents bought the same things for their home. We both had plumbers over to both the properties and were told by 2 different plumbers each that these water softener kits wouldn't work in our houses because of the layout. We immediately got in touch with EMWC and were told to email their returns department as they work part time and they work from home. This is where our problems began. Getting the returns department to actually respond to your emails is like watching pigs fly or catching a unicorn. Every time we called the EMWC number we were told to "just keep trying the email, I'm sure they'll get back to you". I understand there are different departments in companies but they're usually able to contact each other so customers can be made aware of process and what to expect. This isn't the case here. The sales team weren't too interested in helping, in fact they were getting annoyed with our phone calls. When we eventually got returns information that's when we learnt that we would need to pay for the returns from our own pocket which cost us over £100 to ensure it was insured. We weren't happy about this but we we wanted our money back and their products out of the house as they werent fit for purpose and were taking up too much space in the house. We had started the returns process within the 14 day period so we were within our rights to get a refund. The items from both my parents and my house were delivered and received by EMWC and signed for we have proof of delivery within a matter of days from their response email with returns information. They did not have the decency to tell us they had received the items or that they were starting the refunds process DESPITE us sending multiple emails to chase this up! They refused to respond to anything we sent! We started calling again and the sales team, as before we're reluctant to help us get a hold of someone. To say I am fuming is an understatemnet. We emailed them saying we would apply for a chargeback if they did not respond to our emails. Eventually a woman got fed up of me calling and said she "spoke with the director and our money would be returned to us by the end of the week". That was last week. Guess who still hasn't got their money back? I called again, and again and then another woman got fed up of my calling and put me through to the accounts team, a lady called Janice then told me because in one of our emails we had stated we would apply for a chargeback they placed a hold on our refund! EMWC YOU SHOULD HAVE COMMUNICATED THIS TO US! YOU SHOULD HAVE REPLIED TO OUR NUMEROUS EMAILS! I explained to her the while situation and the fact that our returns were made around a month ago and my parents returns about 3 weeks ago and the returns team do not respond to anything. This was on Friday, she told me she would speak to Tom on Monday and get his approval to refund myself and my parents. Today's Monday, I've just called them and "Tom isn't in because he's been away for 2 weeks at a show but Janice knows you've called and she will talk to him and you'll hear back from us". I KNOW I won't hear back from anyone because they didn't even take my number
Attention!!! EMWC Don't be fooled. I've got to speak up about a frustrating experience I've had with East Midlands Water Company. I returned their products Water softener and salt following all the instructions provided, over six weeks on, I still haven't received my refund. Despite numerous attempts to resolve this through the supposed "Returns Department", I've been met with silence and a nonchalant attitude unbecoming of a reputable company. This level of behaviour and service is beyond appalling. Don't deserve even a half star, only a befitting 5 thumbs down! #CustomerServiceFail #RefundDelay
5 ***** products 2** service Positives: great quality products at reasonable prices Negatives: poor customer service - Purchase experience Feb 2018 - Disappointing sales experience. . Inconvenienced for 7 days regarding dispatch, delivery, stock etc. Recommendation: Be sure to speak to management ONLY. . Product installation: Poorly descripted instructions. Incorrect semi-built connections on RO unit. . Customer support: Slow response times to email. No apologies. No rectifications. No effort made to right wrongs by sales-staff. - UPDATE March 2018: Poor post sales support concerning defective part. Sales-staff in denial needing management to apologise. Kudos to the manager who did actually take some time to speak and show interest in the matter and offer to make amends with an improved tap asap that arrived with 3 replacement filters for the main RO system. A fitting gesture because also unfortunately stressful to reach management and achieve a response, despite faulty hardware. - SECOND system: Sales-staff advised to include a de-ionisation filter that I was advised NOT to order by the first sales-rep. Confusing. Installation disrupted by needing to be fully taken apart and every connection re-sealed to ensure proper function. Disappointing regarding the pre-mounted comments on the websites!There were discrepancies with the mains connector brought to the attention of staff. Unfortunately, no reply. Post sales support: I enquired regarding whether the UV section should be switched off at night as there is no indication about running times and warmth is generated by the unit causing warm water, plus the connections on the UV filter keep periodically loosening and dripping water*, even after being re-sealed and tightened. Unfortunately no reply. *after re-sealing and tightening multiple times, it eventually stopped dripping - SUMMARY It would seem despite purchasing over 1200.00 GBP of goods that comprehensive service is not a strength of EMWC. The service* experience unfortunately detracts from all other positives. *Service is not only replacing a faulty product or part; service is about enquiring, responding and ensuring that the customer is pleased and supported in the transaction and satisfied and certainly not having/needing multiple discussions. RECOMMENDATION Get the higher grade tap-connector for the mains supply. It can be turned off when absent. The standard one can’t! The shower filter is a must-buy! - UPDATE Jan 2019 With both devices now running without issue for nearly 10-months and the faucets and water-quality being really outstanding, the review is being changed to 3*** to reflect the product performance. The EMWC product is 5***** easily. The service and support however detracts 2**. In hindsight the installation was tricky and without prior experience there are too many tiny errors to be made that can be easily avoided. The second installation went much easier than the first. We hope that EMWC improve their customer support. With a reliable customer support EMWC deserves 4****-5***** ratings. Update Oct 2021: Faucets are working fine and wearing well. We opted to get replacement filters from finerfilters.co.uk as the same filters cost about half the price. If EMWC had actual customer service they would still have our business, but the buying experience and the automated “replace your filters” emails and impersonal phone-calls give a rather negative impression that the attitude is just not there with EMWC. In the meantime I’ve also realised that similar setups at same quality point are available for less money too and the systems are all generic parts that just get branded stickers put on. Again, if the service was on point, not an issue, so if you’re in the market for a RO unit, do yourself a favour with a bit of homework. ;
Rude and illogical customer service. After insulting my intelligence and refusing to supply the product at the agreed promotional price, they had the gall to call me back and expect me to pay them more money as if nothing had happened. 1 star because the other product softener I bought works ok, but I effectively paid £500 extra over a low quality model from any random shop. The only real difference is that it regenerates on a metered basis which maybe saves £5 off my water bill a year
Purchased the EMS10 water softener and really seeing the benefits of soft water in London. I have noticed that my eczema is not as flared and aggravated after installing this water softener. Purchased from them at a home expo show and thought they were really knowledgable about the product and not a pushy or hard sales pitch. They delivered the item on a agreed date and can change the date if something changes. Item was well packaged and installation straight forward for a person with average diy skills. Support is a simple telephone call away and get straight through a real person and transferred to a knowledgable person for your questions you may have.
This is the second water softener we have bought from the East Midlands Water Company and we are very pleased with its effectiveness. We live in a very hard water area. Most importantly, their customer service is excellent. They retain a record of the purchase over many years and both times we have been the beneficiary of personal service and a special offer deal. Our latest model EMS10 has been updated with a new, improved resin which is designed to last longer and the company backs the water softener with a longer guarantee.
Customer service and product quality is not to standard and wouldn't recommend them. Only interested in selling. I bought a whole house water softener and filter which, according to our very experienced plumber, was overpriced. The filter's lid popped open as soon as it was installed, even though our water pressure was below the filter's pressure threshold. The plumber said he didn't trust the filter as it could cause water damage to our property and those below, and advised me to return it and ask for a refund. When I contacted EMW, sending them a detailed email and pictures of the filter, I didn't get any response until I called their customer service. EMW said they would first need to collect and assess the filter, so they did that weeks after I had first emailed them about it. After a few weeks, they sent back the filter saying it had been repaired. A few months later, the filter started leaking again and some of the internal contents were spewing out. This time, I refused a repair and just wanted the refund. Again, the communication took forever and they only agreed to refund part of the carbon filter that hadn't been used. They also said I needed to pay for the pick up and delivery, which was ridiculous given the trouble it caused for me and the plumber fees I had to pay. It has been 3 weeks since the filter had been picked up and I haven't heard anything back re. the assessment or refund.
DO NOT BUY FROM THIS COMPANY. I ordered a water softener from them, as having a kitchen refurb, didn't take delivery of the goods as unit wasn't suitable for my water inlet, cancelled in line with their policy and 8 weeks later and many emails to this company still have not received a refund. Their accounts department conveniently don't take phone calls, I wonder why? And don't reply to emails. Bunch of crooks
I have just installed an EMS-10 water softener, the installation went ok, the main problem being access to a drain, anyway that is solved now and the machine is in and running, so far the results are good with very soft water, we are looking forward to the long term results of not having scale on the taps and water stains on the shower screens !!! EMWC were very helpful with good advice and the purchase and delivery was very efficient, I would certainly recommend them if you are thinking of getting a water softener. Kim G.
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