Briowater Reviews 6

Warning!! I purchased this water cooler and ice dispenser in January 2025 and 14 months later it stopped working. Brio customer service says it is unfixable and out of warranty, so I will need to purchase a new machine however they will gladly provide me 30% off the $1300 machine. (Reference their email below)

It appears your cooler is experiencing an internal component failure that isn’t field-serviceable. Based on the purchase date, the unit is outside the one-year manufacturer warranty, but we are still here to support your next steps. If you would like to speak with a representative about our warranty policy, you can reach our team at 1-844-xxx-xxxx and press 2.
Otherwise, I can create a custom discount of 30% off your next purchase if you would like.

Let me know how you'd like to proceed or if you have any additional questions.

Thank you for being a valued customer here at Brio.

Warm regards,

Brio Customer Support

I have been putting off writing this review because there is so much wrong here that I don’t know where to begin, so let’s start with customer service, which is essentially non-existent. When I first set up the unit it made a high pitched beeping noise accompanied by a bright red Trouble light, and that was the first time I contacted Brio support. I can’t recall if I talked to a human being, but I don’t think so. I do recall the message “have you tried turning it off and turning it back on again?” You gotta love the classics.
It was a bit more complicated than that. You are supposed to shut it off overnight, so if you want heated or cold water in the morning you’re out of luck. Those will return after the machine has been plugged back but it takes about an hour. It made no difference to the beeping. Learn to live with the beep and the bright red trouble indicator.
I have made many attempts to talk to customer support. I politely informed them that I will write a detailed review and I’d like to talk to a representative before I wrote my review so I would not write about problems that could be fixed with proper support. They did not respond so I guess they don’t believe their product to be defensible and I’m free to make best guesses about what is going on over there. They might respond to the review, but they will not respond directly to help you manage this very troubled product.
The machines are made in China and Brio acts as a drop shipper, although they then drop ship to Amazon, which is where I bought my unit. As far as I can tell Brio has nothing to do with the design, maintenance or repair of this product. Brio doesn’t even slap their name on the product, that is also done overseas.
PRODUCT DEFECTS:
After about a year the machine started creating puddles. I won’t say that it leaks because that would mean a bad fitting and continuous wetness. Sporadically water will seep from the hot water dispenser and puddle on the floor. Sometimes an ounce, sometimes a pint. It happens randomly, you never know when things will get wet. A trail of hard water scale indicates clearly where the water is coming from. The machine is apparently programmed to perform periodic self maintenance. Possibly the leaking is related to that. I have no way of knowing and Brio isn't talking.
PURIFICATION: Once the trail of water scale appeared on the front of the machine we began to wonder if the machine is actually purifying our water. Clearly it does not remove hard water minerals, but that got me curious about what it does remove. I went through all the material that came with the product and no promises are explicitly made.
The business model is similar to your printer and its ink supply. On a regular basis you purchase 4 proprietary filter modules which are easy to install, although the actual process does not match the description in the instructions. You are supposed to run water through each filter for ten minutes as it is being installed and you are supposed to watch the water being expelled which is supposed to turn from dark and cloudy to clear. I have changed filters 3 times now and only one goes from murky to clear and that happens much faster than the instructions indicate.
I suspect that Brio's business model goes beyond just selling expensive filter modules and I have to wonder if it increases profits by selling expensive filter modules that don't actually filter. I asked this question directly to Brio and told them that I would address this in reviews and they never responded.
It would be interesting to cut open the filters and see what is actually in there and then send the "purified" water to a laboratory, but as far as I can tell this is an unregulated product that doesn't specifically promise to actually purify water.
Flipping through the manuals as I was writing this review I notice that the unblinking red light is supposed to indicate that the filters need to be replaced.
My experience is the red light is always on, even after the filters have been freshly replaced. Turning the unit on and off makes no difference.
It will be interesting to see if Brio responds to this review. They have nothing to say to me as a user of their product.

Very disappointing experience. It has been over 3 weeks since I placed my order, and the delivery was repeatedly delayed with excuses. For 3 days in a row, it showed “out for delivery,” but no delivery attempt was made.

I paid an installer in advance based on the scheduled delivery, but only partial items were delivered at first, making installation impossible and costing me extra money. The second box arrived days later damaged. I requested a replacement over a week ago, and there has been no response or update.

Brio and their delivery partner kept blaming each other, with no ownership or resolution. Poor communication, missed commitments, and unnecessary customer cost. I would not recommend Brio Water.

Horrible product with terrible customer service! Purchased a water cooler and followed the instructions which were to include 1/4-in tubing to flush the filters. I filled the 5 gallon bottle and attempted to use the hose that came with it, however they sent me 1/8 in tubing, which of course pumped water all over my newly renovated kitchen. When I call customer service which by the way is also technical support, I was told 'oh you don't need that. I was admonished for following the directions. Then he told me my directions were probably old as if I had packed them myself. He also had no knowledge of the giant 6-in sticker that had the directions about using the tubing.
The company does not take any type of accountability, they don't respond to emails. They have 16 unanswered complaints with the Better Business Bureau, and there are so many pending lawsuits that I literally have forgotten the number. In addition, they're currently being sued for manipulating Amazon reviews. Stay away!

I bought a countertop cooler that stopped working just a few months after the 1 year warranty. I purchased it because it said it has a 5-10 year life if you care for it well. I did all of those things and it broke in a household of two people…

Was not given a shipping notification, tracking number, or any kind of information at all about my order status. After about 2 weeks, I started to call their customer service to find out the status. It took several calls and several attempts to get it actually shipped. Now it arrived and the machine has a massive dent in it. This is a $600 machine, but the company did not take any care to protect it during shipping. I would not purchase from them again and am hoping they will refund me and take this dented machine back.