The 4396841 PUR Push Button Review Holiday

I have purchased this refrigerator filter several times before from other sources, and have never had a problem. This time I found Amazon had the best price, so I bought here and even signed up for the subscription service, which gave me a 15% discount and would automatically reorder the item every 6 months.

The item arrived, and I waited until my then-current filter needed replacing. At that time I got out the new filter and tried to install it. I have done this with replacement filters before and it's always been quick and easy. This time I removed the old filter, took off the cap and placed it on the new filter, and tried inserting the new filter. The new filter went all the way in but would not catch and stay in, it kept popping back out. I switched back to the old filter and it went in just fine. I tried this repeatedly, as did a friend, and we always got the same result.

I tried to request a replacement online at Amazon, but was unable to do so because it was past the 30-day deadline after the purchase. I searched all over the site and found no way to contact an actual person to explain the situation. I contacted Whirlpool directly twice, and both times was told they could do nothing about my defective item because I had ordered through Amazon.

Today on a whim I Googled "contact amazon.com" and found a phone number. After a lengthy discussion the end result was that Amazon will let me return the item, but will charge me a restocking fee. The kicker is, they won't tell me what the fee is, they expect me to just return the item and then they will refund whatever amount is left after that fee. Despite my pointing out what a ridiculous practice that is, and mentioning that I will both cancel my subscription and post a negative review, that was the best I could get them to do.

So now I am posting this review and will cancel my subscription for future filter purchases. I have bought literally hundreds of items online over the past couple decades, and am really surprised that a company claiming to have such great customer service is responding this way. I don't think I've ever posted a negative review before, but I want others to know that if they buy this item direct from Amazon, they need to check it right away even if they won't be using it for a while, or risk getting stuck with a defective item, no refund/replacement, and lots of time wasted. Better yet, get your filters elsewhere and/or find a different brand!

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