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This company have stolen my money - goods have never arrived and customer service keep playing delay and time wasting tactics. DO NOT BUY FROM THEM. Over 4 months and counting.

I guess we are quite a few to have the same problem - Mine was a broken bottle when receiving the order and since March 8th (today is April 26th 2024), I've written maybe close to 20 mails to an AI customer service so getting always the same kind of responses. They end up sending another bottle but (no luck or bad karma) the parcel is stucked in Shenzhen (China) since March 22nd, supposedly in transit (that's a long one) - Hydrolite asked me to get in touch with China Post: shouldn't be Hydrolite to do that!!!????
I lived 6 years in China so I asked a Chinese friend to get in touch with China Post and guess what, they can't do anything, need to get in touch with the local shipper!!!
GOOD LUCK!!
So, HYDROLITE is the worst ever to deal with - 139€ in the trash - SO DO NOT BUY HYDROLITE!!!!

Place is a total sham. Took me 4 weeks to get my bottle. Customer service is terrible. DO NOT BUY.

This is a terrible company. If I could give zero starts I would. I ordered the first part of January. One of the water bottles worked for about a week. I reached out to customer service and after submitting videos and several emails, they finally said they would ship a replacement part. That was the end of January and I still haven't gotten it. I have asked for a partial refund and they just keep telling me they already shipped it. When I try to track it with the info given, it just says "No order found." I wish I had read reviews before I spent the money. I should have gone with the more expensive, reputable company rather than try to save a few bucks. Terrible, terrible customer service and they obviously don't stand behind their products.

I ordered March 10th and it is now April 17th and I have received NOTHING!! I have asked for a refund several times and they will not issue me one..they will not tell me where my item is but every time I check on their system it says, “item not shipped”. Please save yourself $50 and do not order from this fraudulent company. I should have come here first to read the reviews. I cannot believe they are allow to run a business like this that actually steals from people.

I ordered my product a month ago and never received it. I wrote to them many times but never got a reply! It's a scam.

Received two bottles from China; one never worked, and one stopped working after two weeks.
My request for a refund has been ignored; I've been told I would receive replacement parts, which never arrived.
Scam

Byers beware !! I wish I would have read these reviews beforehand. I ordered two bottles for my husband and I before Christmas. I instantly regretted my decision and tried to cancel. Never got a response- Fast foward a week and a half later- I received my bottles. I asked for a return for one bottle- Not once, Not twice, but 10 times. NEVER GOT A RESPONSE. My husband used his bottle - and after a week- it is leaking both on the top and the bottom. Terrible TERRIBLE customer service and a cheap product. Save your money...

LOVE our hydrolite bottles. Purchased 2, one for myself and one for hubby about 4 months ago. I was beginning to panick when almost 6 weeks after ordering they still hadn't arrived. Pretty sure at that point I had been taken for about $500! Luckily for us they did arrive eventually. The bottles work great and we use them several times per day. Packaging was nice, very well put together. Not 100% sold on the inhaler part though. Seems like a VERY narrow and long tube to allow much of anything through to the nose. Regardless, the main feature, hydrogenation of the water, works fine and we've had no problems.

Terrible product. Poor customer service. Did not work as advertised for more than 3 weeks.

Ordered back on February 24th . Received email on March 5th that product was on way. Fast forward to March 17th order no longer trackable and cancelled credit card charged. Emailing Lisa Miles not getting any answers wish I would have seen these reviews before buying calling my credit card company first thing tomorrow to dispute this charge and ordering from a reliable company.

Do not buy! Product leaks, does not turn on and off correctly. Impossible to get a refund. They say send a video of the problem. Horrible customer service and you can’t get your money back.

Product was defective, emanating a grease smell whenever it was used. I messaged customer service multiple times and they would wait days to respond and just give cleaning instructions. I asked for their return information and would not provide it. Do not buy this product. Get something like the Echo Go+ rather than this (I do not have the Echo Go+ nor am I an affiliate just in case anyone assumes I am.)

I ordered this product a month ago and have still not received it. They provided tracking which had no information every time I checked it. After 3 weeks tracking said it was returned as undeliverable. I contacted the company (which you can only do via email) and they acted like I provided them the wrong address. I confirmed the address was correct and that I have never had a problem receiving deliveries from any carriers. Since I had been waiting almost a month I asked that they FedEx the package. They responded to be patient because they are having shipping issues. They sent a new tracking number that is not expedited and a week later says "cannot find order". I have asked for a refund and have not heard back yet. I really wish I had checked TrustPilot first.

After 4 months of the water bottle working well, it malfunctioned and stopped working. I have now sent 3 emails including videos of the issue, however I continue to get the automated reply. Customer service and quality of product are of very poor standards. I would definitely recommend purchasing a hydrogen water bottle from a different company.

I’m in the same boat as the others. I placed an order with this company and never received it. Emailed them many times with no response. Started a dispute with my card company and to no surprise they sided with big business.
Card companies like citi are making this problem worse by letting this company get away with stealing from people. They are part of the problem! Please stay far away from this company or they will scam you.

Horrible customer service, purchased two Hydrogen water bottles and one was missing the gasket.
The online chat referred me to email Lisa Miles the Customer Service Manager who has never responded.
Unreal.,...

Agreeing with others. Product worked well. I was an idiot and broke the glass. It has taken me 3 months and $30 lost dollars to attempt to get a replacement glass. You cannot talk to a person and can only email customer service which may answer you 2 weeks later. I have been told my replacement was sent two different times but I never received it. It is a good product but don’t expect anything if it breaks

Google Maps shows no firm location for this business. There is no phone number, only email address.

I totally regret doing business with them. Emailed to ask why so many 1-star reviews here; instead of direct answer, the CS gushes about the technology of their hydrogen water bottles. Being naive or stupid, placed order but never got a shipping email; was a surprise even got the hydrogen water bottle.

Sadly, defective product. Hydrolyte cites their return policy of "only unopened and unused", so I request a replacement given 30-day warranty. As of this review, they're waffling about I need to "lift the charge" before they can assist again, and I emailed back stating replace defective product or better yet, just refund. The CC dispute is ongoing, and been clear with my CC company that their failure to answer my concerns directly and all is fraudulent per my culture.

I believe this to be a scam company. No updates and tracking is very deceptive. It now says that my order is expected to be delivered in March. Over thirty days from purchase. Do not buy this product.