A few months ago I ordered a six stage “Plus” RODI unit with triple TDS meter. They sent the regular six stage without the upgrades. Called and got a return slip and sent only the four stage section as the two DI resin sections would not need replaced. They did not offer to speed up shipping, so I waited and finally received the replacement. I opened the package and discovered that they sent the wrong one again. I got ahold of them and they apologized and shipped a replacement and again did not upgrade shipping or offer anything else to make it right.
By now my project was weeks behind and I expressed my frustration with their customer support. They said sorry and offered nothing - no reward points or anything. So I made another trip to ship the incorrect item back. I received notice they had shipped a replacement but saw that it appeared they may be shipping a full unit including the DI chambers even though I had made it VERY clear that I already had that section. I did not want to have to make another trip to ship another part back. I emailed and called and left a message. No response. Sure enough, they sent the entire unit - although what I received was a downgraded “upgraded” “new model” unit with dual TDS on the DI section and no chlorine test strips as was supposed to be part of the original package I paid for.
I called again and told them I was very disappointed with this whole scenario and was frustrated that I would now need to make yet another trip for a return. I also told them I would be keeping the triple TDS meter because that is what I had paid for. I also pointed out that I did not receive chlorine test strips which were part of the original upgraded package I had purchased. They said “sorry”, keep the extra DI section and we will send the test strips. No offer of reward points or anything else to compensate for this redicilous transaction. Sure I have another DI section, but I do not need it. I will probably sell it at some point.
My project ended up more than a month behind. I did another order weeks later because BRS was the only place I could find what I needed. Sure enough, items were missing, and as noted by the original poster, items were poorly packed and had banged around against each other. They sent the missing items with a “sorry” but no upgraded shipping or anything else.
Not sure why the sudden decline in performance but seems something is is up. They are not the BRS I have always ordered from. Sad and I hope they can turn it around.