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Filterbuy Reviews Summary
Filterbuy has a rating of 1.8 stars from 29 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers dissatisfied with Filterbuy most frequently mention and customer service. Filterbuy ranks 22nd among Air Filters sites.
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I purchased a pack of two AC filters from Filterbuy. They were shipped via UPS with no outer box, just the filters exposed, and they arrived damaged. I contacted customer service and they sent two replacement filters — shipped the exact same way — and those arrived damaged as well.
After that, I was asked to ship the damaged filters back at my own time and inconvenience. I spent time packing them up and dropping them off, only to be given the runaround for weeks regarding my refund. At one point, they even claimed they couldn't locate the return or the tracking information, despite the fact that this entire issue was caused by their improper packaging.
I've now spent over an hour of my personal time fixing a problem that never should have happened in the first place. After researching online, it's clear this is not an isolated incident — poor packaging, damaged products, and slow or confusing refunds appear to be a pattern with this company.
Do not buy from Filterbuy unless you're willing to deal with damaged items, wasted time, and refund hassles.
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!
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.
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!
After a very frustrating morning dealing with customer service I was issued a refund for the filters they sent me, which were the wrong size. It should not have been that complicated.
Hi Robert, I would like to respond to your review. I was able to listen to the call between you and our agent Allsion ( our calls are recorded for quality assurance) Allison was nothing but polite and apologetic. You both discussed that perhaps you received someone else's order and she apologized and offered you a solution. At no time did she accuse you of lying nor ask for you to drop the package at a courier. She did say she could provide a free label however you were not willing to listen nor print that label ( we would have emailed it to you) We could have then just had the box picked up. It is our protocol to ask for a picture of the delivered filters to make sure they are in the package and so we can note the error. In response to Allisons suggestion you responded with profanity and unwillingness to assist in the package return. You then demanded your refund and stated you would be immediately going to all social media outlets to post negatively about Filterbuy if we did not comply. Again, we are happy to have the package picked up, we simply asked if you would put the free label on the box. Once that box is in transit we can issue a full refund.
I have never given any authority to deduct money from my account and do not even have any use of a filter if that is what the money you have taken from my account is please reverse my money
Thank you
I am unable to locate an account with the name you have provided. If you can kindly email me the name on order as well as email I can assist. Jena@filterbuy.com
I have purchased from filterbuy 2 times. My first purchase was great. Exactly what I ordered and at a great price. My second purchase not so great. The site was more difficult to navigate. I ended up with the wrong filters which I hated but kept. Today much to my surprise I received another shipment of the wrong filters. They maintained that I had signed up for auto ship. I had not. There must have been a box you had to uncheck. Anyway I have run into the auto ship scam before. I do not intend to buy anything else from this company because of this scam. Buyer beware
Hi Carol, I would love to assist you with your experience. I am happy to hear your first experience was a great one! As for the second purchase, any particular reason why you kept filters you "hate"? We offer free exchanges if there is damage or a sizing error. Did you call in and speak with someone? As for the auto shipment- it is impossible for us to automatically sign clients up actually that would be unethical! In order to take part in the auto delivery a client must click on auto subscribe and select their own frequency of delivery. Many clients do this to take part in the 5% discount offered and then forget they signed up. Perhaps this was the case? Also, we send several notifications prior to delivery. I am able to look those up and make sure they were sent to you, and we can also see in the system if they were open and read by the client. Feel free to reach me at Jena@filterbuy.com and I will be happy to do that for you!
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!
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!
My experience with FILTERBUY is similar to others who have reviewed this site. Their rigid 90-day return policy doesn't take into account that you may have bought in bulk and don't use all of the filters within 90 days. The filters I bought here were the right spec but they didn't fit quite right and an AC repairman confirmed that they were the wrong filter size. I didn't discover this within the first 90 days but Filterbuy won't even EXCHANGE the remaining (unused, unopened) filters for the correct ones. (I guess I wouldn't want 'em back either).
Hi Neel, I am sorry that were not able to remedy the situation for you however our return and exchange policy is posted on our website. Had it been a few days past we would always try to do our best to exchange but you actually called to initiate a return almost 9 months after purchase (Order shipped December 5th 2022) You called to initiate the return September 14 2023. For future reference we understand sizing can be tricky. Nearly all filters go by the nominal size, which is the actual size rounded up to the nearest inch measurement. Usually, the nominal size is printed on the filter frame in larger print, while the actual size is in smaller print. All 600 sizes of filters we order are listed with the actual as well as nominal size in the description. We also offer articles and videos to assist with sizing should you want to give Filterbuy another chance. Again, we are sorry we could not accept your return request.
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/
Ordered 2 ac filters. First time buyer
Bath filters had the plastic bag cut open!
Phillip
Did reply and explained that is ok that is how they come?
Useless
A cut plastic is considered ok by customer service
Buy from a reputable seller!
Not acceptable I have to pay shipping!
I had possession of the filters 1 day
NEVER AGAIN
BUY FROM A REPUTABLE SELLER
THE CUSTOMER SERVICE IS A JOKE!
Hi Warren, I am sorry to read you are dissatisfied with your product. I am not sure what you are referring to when you mention the "bath filters" or the bag? We offer 100% free exchanges on any damaged products. If you would like to send me your name and order number, I will be happy to look into this matter for you! Jena@filterbuy.com
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!
I've included five photos of six filters purchased, although all have issues with crushed and uneven pleats. One had a dead bug and a piece of lint with a human hair in the pleats (not seen in the photos since that junk was discarded). I had to examine them all carefully for any tears in the filter material, I didn't see any yet still question the usefulness of these filters. I'm not happy with this purchase, I'm a disabled veteran with bigger problems than dealing with a company that can't make a proper filter, returning them only adds to those problems. I'm warning folks to steer clear of this company, spend a little extra for a brand name filter from a reliable source, it'll be worth it.
UPDATE 7/27: First, their website's return policy states, "If the filter is defective or flawed upon receipt... contact us as soon as possible to schedule a free return or exchange." So yesterday morning, I PM'd the CS rep seen here, his PM back modified their return policy, saying that returns are given if there's shipping damage, otherwise it's an exchange.
Then yesterday afternoon, I called their factory CS and spoke with a different CS rep (Jane) who said I'd get a refund in a couple of weeks after I sent pictures. I've not heard back but I expect to hear something soon, as well I expect a refund.
FilterBuy, the filters weren't damaged in shipping, all of them are clearly defective in manufacture. Understand, air filters with defective pleats are of no use, since it creates excessive air resistance that reduces filtration efficiency and leads to premature blower motor failure. I worked in the military with air handling and filtration equipment, I know what I'm talking about. Your company has serious quality control issues, fix that. And refund my payment.
UPDATE 7/28: After much frustration I got a refund confirmation. They kept insisting the filters were damaged in shipping and were intent on filing a claim for damages against FedEx. The defects seen in the photos couldn't have happened in shipping, all of the frames are intact, and look at the extreme run-out in the last photo. Only when I insisted that my photos weren't going to be used to make such a claim did they issue a refund. Filterbuy is a company with serious systemic issues.
Hi Doug, I am sorry to see such a sour review- may I ask - did our customer service team offer a free exchange for you? I cannot tell by the photos if the damage was caused by shipping or a manufacturing defect, nor can I verify anything such as a bug or piece of hair. Filterbuy prides itself on high quality yet affordable, USA made filters and as the largest air filter manufacturer in the United States I can tell you we are "brand name". We want our clients to be satisfied and we would like an opportunity to make this right for you. Please send your name, order number and address to Jena@filterbuy.com so I may assist and thank you for your service!
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!
The filters turned out to be too small for the opening. A 24 x 16 inch filter is actually 23.5 x 15.3. This caused the filter to get sucked up into the plenum towards the intake fan. Have used Filtrete filters in the past and never had this problem. They measured 23.8 x 15.7. Obviously a larger filter which did not get sucked up into the plenum.
Hi Alan, I am sorry to see there was an issue with sizing. I hope you took advantage of our free exchange option? All of our filters are listed with the "actual " and" nominal " sizing right in the size description. We also offer tons of articles and videos on how to properly size your filter to your unit as well as the difference between nominal and actual size. https://filterbuy.com/customer-service/?faq#help-card. We absolutely 100% offer a free exchange to our clients who may have ordered the wrong size. We want to help as best we can for solutions, so I do hope you give us a call! You can also email me at Jena@filterbuy.com so I may look into this further.
They are a scam, be careful of them signing you up for subscription you never approved. I had to file a claim with my credit card company to dispute. I'll never use them again.
Hi Kathy, just to clarify - we do not have the capability of auto adding clients for subscriptions. The client must select the quantity and frequency for delivery. What I have found is some customers sign up for the subscription for the initial discount and then forget to cancel. We send 4 emails alerting the client that the delivery is about to processed, an email to make any changes and then emails when you are about to be charged and when the items ship.
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!
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
I ordered and paid for a Merv 13 filter. They shipped a Merv 8 filter. So I called customer service they sent out another filter within 48 hours and again it was a Merv 8 I asked a customer service agent how they can make a mistake twice in a row like that. They then said they would send me another filter and I have been waiting almost a week for it. I was frustrated so I went on their chat line and told the Chad agent that I was thinking of canceling my three month subscription and they immediately terminated the subscription so then I wrote an email to the CEO of filterbuy and received no response back. So if the filter that I receive when it arrives and is the Merv 13 I paid for I will then purchase my filters from another company
Hi Chris, I am sorry to hear the experience you had with the wrong filter. I would like to look into this for you however I will need a bit more information. Could, you email me at Jena@filterbuy.com with your name address and order number please? I apologize that you went to the extent of trying to reach our CEO but as you can imagine he may not have had an opportunity to view that yet. I am the Director of Customer Experience for Filterbuy and will be glad to help!
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Hi Mr. Dooley, we were able to locate your order. This order was made via Amazon not Filterbuy direct hence the confusion. Unfortunately, Amazon has its owns set of rules regarding returns as we generally would never ask for a damaged product to be returned. As the agent explained, your area is part of a Roadie unboxed trial where the packages are sent without the traditional boxing as part of an eco-friendlier packaging trial. We apologize for the damage incurred. In regard to the refund delay again an unfortunate disconnect between the Amazon account and our system. I am happy to see you did receive your refund. In regard to any further compensation as you requested, we are unable to provide that nor would the threats of going to the BBB or social media etc as made be able to change that for the agents' capabilities to provide additional compensation. We do truly apologize for the unfortunate experience you had with delivery of our product as well as time spent contacting us for your refund. The agent did ask if you would like to send photos so we can use them for quality assurance reports of this new packaging however they are certainly not mandatory; we do not want to ask for any more of your time if unnecessary. We will certainly add your feedback to the program notes and truly apologize for your experience.