There is no way to speak with billing, and the deliveries are never made. I starting keeping a log, due to how confusing the constant emails saying they were coming, then cancelling. The main number has no seeming access to what is really delivered. They quoted the delivery schedule, not actual deliveries. In 7 months, (which was supposed to be deliveries every 2 weeks), they have come 5 times. And very long wait times with call center and with staff who just try to appease you, without offering any real solution or information about what they are doing. It is such a potentially great business, people really want it, but Ive been very worried about them having my billing info and just never bringing anything. (And yet some of the staff seemingly thinking they did). I asked if I could speak to a person in billing and customer service said they did not have real people with whom the customers could speak. Crazy. After reading reviews I think I will cancel. Extremely worried about this unreliability, their lack of understanding about missed deliveries and getting billed for it all

After 15 years of good service, over the last few months (since Crystal Springs joined with Primo), I am done with the hassle. The last delivery I received was at the end of May. No delivery in June...received an automated email that I would get a delivery on 7/6...no delivery. I tried to reach out to the 800 number...waited on hold 45 minutes two times. You can not talk to a local person as their local number just connects you to the 800 number. I went by the local office on Departure Drive in Raleigh. I explained my situation and got very little customer service...just a promise to deliver on scheduled date at the end of July. At that point, Id had enough and was finally able to get real person on the phone and cancelled my service. They scheduled a date to pick up cooler/dispenser and our empty bottles. Guess what? No show....and its been 2 weeks now. Yesterday, I got a call telling me my account was past due...I pushed the number to talk to someone and waited 53 minutes before hanging up. The hold message tells you about their emphasis on exemplary customer service.They had no customer service and dont seem to care. Id advise you to look elsewhere

Dont buy from Crystals Springs. I have been waiting for my delivery for about two months. I moved here in 2017. I didn’t have this problem with my company l had before Crystals Springs Water. They called and say they are coming on whatever date they give me, but they dont show up. I am 72 years old. My daughters had to buy water for me.

My service is for the 5 gallon glass Mountain Valley water bottles. Excellent price considering the great quality of this water. Same delivery person for the past year: very professional individual. Nothing but great things to say about Crystal Springs.

Unfortunately I cannot give negative stars!I just wanted to update this post from weeks ago. If I could just help one person to not waste their time with company it is worth the countless hours I have wasted just trying to get water delivered! I cannot get a return call or receive water. This week it has been rescheduled 3 times and I still do not have any water. They clearly have no management or customer service. This is quite possibly the worst company that I have ever experienced. Before this experience I did not think it was possible to be this incompetent. Do your self the favor and read the reviews as this is just the sample of people who took the time to express their distaste for their service. Unless you like no water and empty bottles in your yard for weeks...I was previously a customer of Primo water. Their service was fantastic. Since all deliveries now go through Crystal, the service has been a disaster. Delivery person is fine but they continue to miss deliveries, sometimes like my current situation it may take weeks to get water even though I am on a bi-weekly schedule! My neighbor even received water even though they skipped my delivery on the same day! The worst part about their experience is the customer service. They send you to a national call center who is unable to really help to no fault of their own. They are extremely nice and apologetic but the results are the same. I understand that there will always be issues with staffing and delivery, but this goes way beyond that. They clearly do not value their customers or even seem to care. I have called and been promised contact with their local branch manager. Never have I heard anything. They continue to change my delivery days with no notification including yesterdays delivery. They are clearly over their head but there are no other options as they appear to be a monopoly. I rarely write reviews but maybe someone should be made aware of how bad their brands are being represented! Clearly from these other online reviews I am not the only one with these issues. I hope that it gets better but as of now beyond frustrated and tired of wasting time on hold and buying bottles at retail!

For 6 years would have gladly given 5 stars. But the past two months so many issues and frustrating. Delivery person not reading notes about what to deliver. Recently I had asked for 3 bottles to be picked up which I placed outside, but instead I got 3 NEW bottle along with my emptys sitting on porch!. NO communications by email with date delivery change and this has happened multiple times. Promises of delivery date and no show and no call or email letting me know it delivery was rescheduled, this happened 5 times in two weeks! Have asked multiple times to speak to manager and they say they will call you next day, and so far they havent. I understand they are short staff and hoping they will be able to return to the excellent service I am custom to receiving. If not we will find another company.

I would like to say our driver is awesome. Nice guy brings biscuits for the dogs. I just deal with him I leave notes getting the amount of water I need.

We cancelled our service in July because of missed deliveries. We have been attempting since July to get our empty bottles, which we paid a deposit per bottle on, refunded. No one would pick them up. So we took them to their collection site and got a receipt for our bottle return in Sept. We were told weeks ago that wed have our refund credited to our debt card within two business days. Still no refund!! COVID may be the reason for their shortness of staff, but this is ridiculous that is it has been multiple months attempting to get a refund after we took the initiative to return the bottles!! Highly do not recomment this business until they can get their act together.

Beware of their scam. They put extra charges on my bills which were automatically paid. By the time you realized of those charges( or not credit back your bottles), they won’t give you the money back. Always told me that the credit will go on the next bill, which never happened either. I have to call monthly to make sure they charge the correct amount. Every time I called, almost an hour hold guaranteed. What a horrible company. These happened so often until I believe these were intentional.

This is the worst deliver service I have ever worked with. They only reason why you sign up with one of these companies is for the convivence to know that you will get your delivery when you have it scheduled. We set up our service in August, and I should have known when our scheduled install was delayed that this was a sign to come. We were supposed to have our next delivery the next week and it came and went. Then we called the Primo 800 number and they told us they have someone out in 2 days. That came and went with no communication. The Primo Customer service number keeps directing blame on the branch and all they can do is add notes to the delivery. They will not connect you to the branch manager or anyone at the branch who can do something. Primo does not care about their customers. I would stay clear of this water delivery service.

Must add that Ive now been charged for a delivery we did not receive. Delivery ticket states that two bottles were delivered and two empties were picked up on July 10th which is a Saturday. We are only open Monday through Friday. I cant get them to deliver water, call me back or communicate with me in anyway about issues. Ive had one successful delivery and plan to cancel service. Better off with garden hose. Update. No deliveries. No communication possible with customer service.

When we moved we were not sure if we were going to keep the service. The company kept calling us about delivery and we kept telling them we have not settled into our new home. A week after we moved the products were dropped off at our new home without our request. We called and had them pick up the products and closed our account. I couple of months later we received a bill for $60. I called them and they had not removed the order from account. So they removed the charges but still wanted us to pay a $7 pick up charge. I said why do I have to pay for a pick up charge when we didnt authorize the delivery. She stated she could not reverse that charge and it would have to be escalated. I asked about the bottle deposit refund of $15 she said since we were not Costco members we were not charged a refund. They had are account all messed up. They didnt have us moving, and then stated because we did move the costco membership information had been dropped off. I thought this was all taken care of because they owed us $$. Now we get another bill from Crystal Springs stating we have a past due amount due of $39. I have been on hold with this company today for over an hour and still have not gotten through to anyone to discuss this issue.

My experience with this company has been well below what I would expect from a service company. I went an entire month without a delivery or pick-up of empty containers. When I was finally out of water for my business I tried calling to get replenished and there is no chance of speaking with a live person. Their automated system denies you all access and when you select option to speak with a person you are placed on hold until you give up. After three days of holding for over 30 minutes I finally got a delivery not because they honored my request but that was the day they choose to show up. I advise all not to sign-up for their service and as soon as I have some time to devote to changing I will become a FORMER UNSATISFIED CUSTOMER

My delivery has been cancel 3 times for no reason. There is no one answers the phone. worst customer service. I have been a customer for more than 5 years. will be cancelling the service.

I have been using this company for over a year. They have never missed a delivery yet. And our delivery guy is very sweet . Would highly recommend them

James Speed has been my delivery person for almost 6 years. He is timely, efficient, courteous and professional. He shares when there are specials and such and is simply a marvelous example of the quality of the Crystal Springs Water Company. High Praises all around. !

This company has been a big disappointment! It started out okay, but after a few weeks they have missed several deliveries of bottled water. Well get notifications the day before saying they are coming but they wont show up and wont contact us to let us know when and if they will pass by. To add insult to injury, calling customer service is pointless, because no one EVER picks up. Ive been trying for a week, have waited an hour in line and no one picks up. Will be cancelling service and do not recommend!

I have only had this water delivery service for a few months and have been ok with their service except that there are many things that you cant do online and you have to call for service. For the 2nd time I had to call the phone number because this time, I needed my water dispenser serviced because it is leaking all over my floor and was on hold with the company for 1 1/2 hours, only to be told that they couldnt service the dispenser until my next water delivery which is a week away.Between the extended hold time and the extended service time, it is absolutely unacceptable. In the meantime, I found another local company that is a little more expensive, but they have excellent customer reviews and guess what? When I called them they actually answered the phone, set up my new service and yes, I spoke to a human. Look elsewhere is service is important to you.

I am very satisfied with the service I receive from Crystal Springs. Although I only get water, Im happy they offer other products for home/ office use. My delivery drivers are awesome! I had an issue with a delivery time once and had to go to the office. I was helped by the driver on my route (coincidentally); he was very helpful and friendly. Love not having to buy individual bottles of water!

If I could I would give this company a minus rating! We never received the first delivery. After calling customer service several times and being given new delivery dates and apologies ......NOTHING. Not even a follow up phone call to ask if our problem had been resolved. They will however take your money in a timely fashion. In short, they suck!!

Great service and the water is very tasty. Easy system to utilize.

I cannot express how amazing the service, the customer service is when you are calling to voice a complaint or concern. I received a bottle that had what looked like dirt residue on the outside, the top was completely clean but I didn’t want to bring this bottle into my home. I called customer service and the most amazing gentleman answered the phone took very good care of me. He said do not bring that bottle I nto your house, we will have another one delivered to you first thing in the morning. And that is exactly what happened, first thing in the morning the unwanted bottle was replaced with what I am use to getting which is a pristine water bottle. The service was just amazing I mean just amazing and I’m not just talking about Crystal Springs service, the service was beyond world-class for any industry that I’ve ever contacted and I know Service!

Great delivery person, easy app to use for ordering and happy to be drinking mountain spring water instead of chemically treated tap water.

Called Wednesday before my scheduled delivery to tell them that my water cooler had broken, was told a new one would be dropped off with my scheduled delivery on Friday. Received a phone call from my wife telling me that the old cooler and empty bottles where still on the porch and that she notice a neighbor up the road had a new cooler and the exact amount of bottled water we ordered.Called immediately to see what was going on, was told oh well maybe they just signed up for service and the driver hasn’t made it to you or they took the last of what the driver had. I told her that I was sure charged for a delivery and the response I got was are you sure its not there??It is now Tuesday of the following week and I still have no cooler, no water, nor any answers. They refuse to call and talk to me, and all they call center can do is send messages and emails that never get answered by the local branch or any supervision. The only update is they will be out Friday, maybe to pick up the cooler from the wrong house and bring it to me! What a joke! I’m done.

I started this service two months ago and they have consistently been late in delivering the water, with each service getting progressively worse. To date I have been waiting for either an explanation of why my delivery is over eight days late, or for a delivery. Neither has happened. Each call is met with an assurance that will get my delivery the next day, only to get an email indicating that it has been rescheduled. There is no point of having a water delivery that doesn t deliver.

Absolutely terrible customer service! We only had the device 3 weeks before the water began to taste like pond water. Another device was sent how ever the hot water didnt work. I took a day off of work to wait for the 3rd device and no one showed. Deliveries were always postponed.We ended up totally running out of water. When I called to voice my concerns I was given no answers or reason for our inconvenience. Also I was promised that Bobby the manager was going to call me on numerousoccasions and no call! USE THIS SERVICE. I WISH THERE WAS A NEGATIVE STAR.

Have experienced unreliable delivery on multiple occasions.

Location: Bay Area, Ca (since it seems to matter where apparently).Brand bottle: AlhambraBefore the pandemic I was looking into water delivery. Single mom with 3 jobs it gets hard to take time to drive somewhere, carry cash or pay fees for using my card..some times I lived on the third floor! It’s the time and the weight carrying everything around. I’m so glad we finally took the leap.No more lifting heavy bottles, even for the dispenser omg, just stick the tube in and I empty out the leftovers into my own container during exchanges.Our service guy / delivery man is awesome! So friendly, explained everything and I just leave a post it note on my gallons for how many I want replaced and done. You can also manage your regular deliveries via their app, special deliveries, requests and they offer so many La Croix options (the bigger packages!)The first few containers took a while to get used to (I normally drink Dasani or mineral water I guess) this water is good, and I think because the dispenser was brand new it had to filter a taste out. Anyways, second delivery was better tasting (so many options for kinds of water so make sure you read them).Easy to pop the tube in, no lifting required..oh and they email you! Days ahead to tell you if you have time to edit, they also call you the day before to remind you to put them out. I’m sure depending on where you live it changes but for us, I leave mine out around 9pm or as late as I can before bed. I believe it’s here before 6am but for sure early morning.Always on time, never late or any issues, so 5 stars from me.

I previously had water delivery through Primo. Primo was recently acquired by Crystal Springs and the change has been nothing short of a nightmare. Primo billed me the exact same amount every month for years! Now, all of a sudden, there is a different amount every month and each amount is much higher than what I paid through Primo. I also just found out that the small print on their commitment to honor the amount charged by Primo is that they would only do that for a certain number of days before adding in their own fees (ie. Energy Charge to offset the cost of diesel fuel). This is a racket and I cancelled my service. Id advise you to keep shopping. This random and unpredictable billing is perfect for overcharging customers.

Deliveries are often missed with no resolution. Drivers do not leave the contracted number of water bottles requested and often leave unwanted products like individual water bottles which I do not use because of the plastic pollution. When issues are escalated nothing happens. It may just be a way to get upset customers off of the phone. The bill amounts are irregular and I found that I am often over charged. While doing research to find another delivery service, I found Crystal Springs water has a pH of 5.0 which is acidic. The customer service depends on who answers. Its been about 50-50 whether I get someone who tries or someone how is obviously unconcerned and rude. I would NOT recommend this company.

Never an on time delivery. Sometimes have to wait a month to be delivered an Im on a bi-weekly delivery. I do not recommend. You will go thirsty.Update: was contacted after reviewing and they assured me yet again that since they couldnt deliver Friday, they would deliver Monday. Guess what? I just got an email stating that they cant deliver yet again and itll be till next Friday. If I could give negative stars I would. I called and canceled service and will lodge a complaint with Costco as well since they referred this shady company to me.STAY FAR FAR AWAY FROM THIS COMPANY.

All the reviews are the same and it speaks volumes that the company doesnt care to address their issues. Their drivers do what they want. Missed deliveries and leaving incorrect orders. When you called customer service they have basics answers which mean nothing. They will tell you what you want to hear to get you off the phone. We are setup on a easy plan. 1 bottle every 2 weeks. The 18th of November 6 bottles were left. When I called I was told someone would come by to pick them up the next day. Never happened. I saw on my schulde it was changed to 11/25. On 11/25 I received a email that there were delays and it was changed until December 2nd. December 2nd was the next scheduled delivery for us. What happened was the driver saw he was going to pick up because of his mistake and cancelled. Not his decision! I called them to pick of their water and machine on December 2nd. Im done with this company and their poor customer service. Train your drivers to do better and maybe you can keep customers.

I have been using Crystal Springs since Sept 2018 and have had a very good experience. Jerry, who has been delivering for the past two years does a great job!.

ABSOLUTELY TERRIBLE! STAY AS FAR AWAY AS POSSIBLE!!! I cant belive Costco endorses this company. Water taste like iron. Customer service gives you the run around until you give up. Ive tried returning the water dispenser for a month and a half now and the local branch just keeps missing my delivery. The one time they showed up they just drove by. They didnt even get out of their truck. Your refund relies on the local branch managers approval that delived the water and dispenser, but theres no way to contact the local branch to complain. Just stay away from this terribly run company. AND DONT EVEN THINK ABOUT LEAVING YOUR BS PUBLIC APPOLOGY AND EMAIL. ITS USELESS AND WE BOTH KNOW IT.

Shawn is very efficient, communicative product is great. Really enjoy Crystal Springs

Another empty promise from this company. I ordered 5 bottles of water and only received 2. They promised it would be delivered the next day... Its been a week and still no water. As new customer this is horrible customer service. This should not be complicated.

The water has a special clean, healthy, and refreshing taste. The hot water dispenser on the sturdy tank is super convenient and piping hot! The service is always friendly, informative and accommodating. We truly enjoy the water and our occasional purchase of Crystal Springs specialty drinks.

In the beginning I was ready to stop service with Crystal Springs (CS). My area representative would not call me back, extra scheduled deliveries were never on time, broken water jugs...etc. However, CS has completely turned this all around. Customer Service is very responsive, the delivery person is super nice and attentive to my notes for more bottles when needed. CS is quick to resolve an issue with damaged bottles. I did learn that its best to schedule extra delivers on the phone than online, but otherwise Im quite happy with the service. Always nice during hurricane season too as I have extra 5 gallon spring water jugs at the house when all others are scrambling at the store. I do recommend CS now, I would not have said that 2 years ago.

I have never been let down by Crystal Springs. Always gewat, timely service and quality products.

I ordered my water cooler and water, I waited all day. No one came. I called twice. The rep could not reach the field representative. So no water and no resolution except it’s been sent to escalations. Meanwhile.... they put a $50 hold plus u have to pay for the equipment and water and your at home.... thirsty and waiting. This is not how I do business. No courtesy call or text not even an email. I’m reporting them to the business bureau. DO NOT USE CRYSTAL SPRINGS!

I found this company easy to deal with. I have received friendly, helpful service if I have a question or problem. The delivery people are the best. They run special deals often. They are customer friendly and work with you if there is a problem. I am very pleased with my service.

Very satisfied with the service and especially the water, live in Creedmoor NC and cant drink the water so this a refreshing delivery every two weeks.

Ive been a customer for 5 years and never had an issue. Our driver is always on point!!Thank you

Same issue as everyone else. Recurrent missed deliveries (no call/email no show), terrible customer service, and terribly managed. God forbid you have to return your products, theyll miss your pick-up for a month.

Enjoy having great tasting water delivered directly to my front door. Whenever Ive had problems, customer service has been great with a resolution. Would love for them to offer high alkaline water in 5 gallon refills.

Horrible customer service, horrible delivery and billing is terrible. how does a company like this stay in business with such a horrible customer service. Call them ask them a question about my bill, They said they dont know theyll check it out put a remark in the account on their side, Then I have to call back in a couple days to find out what they found out. Forget emailing them because they just ignore it. Theres other companies out with much better customer service, We will be switching.

If I could give less than a one, I would. They just dont show up. It is always, no one was there when we tried to deliver, we were short handed but we will deliver tomorrow, etc. However, they never let you know until you call and ask, where is my water delivery. Then they say, we will put in a ticket and our route manager will get someone out their ASAP. For example, if you have a standing schedule, you call them on Monday and they are due to come out on Friday, Friday will be ASAP. Doesnt matter if you are out of water our not.I understand that things happen, but it is standard business procedure with them. They pretty much tell you too bad with a smile. Polite disregard is still disregard.

Crystal Springs is very accommodating with its pick up and delivery when servicing our church. They are very responsive to concerns and issues as they arise. I have been very pleased with their services and would highly recommend them to anyone looking for water delivery services.

They have been our water supplier for close to 20 years and have always been very reliable!

Terrible customer service. Not even sure they hire anyone for that reason. They change their delivery schedule so you cant keep up and then overload you with water bottles. A simple knock on the door would be nice, but that never happens. Sometimes the water is dirty and gross, I thought it was supposed to be filtered so why is it brown?

Weve been getting 5-gallon jugs here for some time. Once we got the amount and schedule figured out, its been nice having better-tasting water for drinking and cooking (although a water test by a professional showed theres still chlorine in it, albeit less than in the tap water).

I have had Crystal Springs delivering water to me for several years. They always remind me a day before my delivery and get my order correct. I have never had to contact customer service because I have no complaints.

Haven’t been by my office in 4 months but continue to bill me. Have called and sent emails with no response.

Great service to have our water delivered to the office. Delivery is friendly and always prompt.

EXCELLENT PRODUCTS AND SERVICES. The Website is a little clunky though..... No worries. I love my cooler & water.

CS failed to deliver water on a dependable schedule, after 7 phone calls they blatantly lied and stated the water was being delivered, which never happened over the span of three weeks. They abandoned and breached the service agreement/contract. I originally started the service thru CostCo which worked for a little while. Driver delivered water and dispenser but would not set it up. BEWARE of CS for home service, they are the worst liars and have the poorest customer service.

TOTAL HELL doing business with this company!!!! They have owed me almost 200.00 for over 2 1/2 months! Always say they are sending the money and do not! DO NOT DO BUSINESS WITH THEM!

They have been wonderful for many years. Cant recommend them more highly.

We are very pleased with water quality and service!

Great company and always on time.

In one month of service I had to call 5 times because deliveries werent made on correct days and the wrong number of bottles were delivered..on every single occasion. I asked the customer service rep to please have the route manager contact me to resolve on-going issues (because they wont give you route manager contact information so you can call them directly). Rep said the route manager would contact me within 72 hours. I called the 800 number again after 9 days because I still hadnt heard from a manager and I had yet another incorrect delivery. I could modify delivery information (# of bottles) to my account online, but when I would call customer service they said what I did online basically didnt matter and they would correct the information in their system. I called and cancelled service Monday this week and confirmed there would be no more deliveries and my last pick up would be October 11th. Two days later there were 3 new bottles on my porch, even though we left no empties out. Clearly there is a lack of communication from customer service to route management to delivery personnel. I cant be more disappointed. Having read so many negative reviews after the fact, I am praying for my billing to be correct after we have all these bottles picked up (we now have 8, but 4 were delivered in error) but my confidence is low.If you want to avoid a lot of hastle go with another delivery service. Its a shame because the waste tasted fine.

Would prefer to give Zero star. Have used them for 20 years and I just have to reiterate all that prior reviews have said. In sum, not delivered as supposed to, phone calls get put on hold and then dropped, promise of supervisors to return call to correct, etc. Thankfully got through to a live person and cancelled service, though they have not picked up cooler or empty bottles yet. Wont be surprise if they go under real soon. Switched to Culligan and that driver told me he had had many new customers who had the same problems with Crystal Spring and switched.

Shawn does a phenomenal job taking care of us and adapting to our requests.

I was actually very happy with my water that I purchased from them for the past almost 2 years… They came in to our salon offering us a nice commercial kuerig machine at no charge. I bought water from them and coffee pods as needed from them and did ask if there was a minimum of coffee pods that need to be bought in order to keep the machine at no charge, at which they have replied no ma’am. Every time the delivery guy came I paid for the water that I got usually cash he would tell me how much I owed I always paid over. haven’t seen him in a couple months when he informed me that my last bill in August this now being October is rather large and I asked why and he said they were charging me Rental on the coffee machine… I told him I never agreed to rent a coffee machine nor would I .. This bill is now $194.06 and they won’t pick the machine up until I pay this. They’ve got my back against the wall because they won’t pick it up and the Chargers keep Accumulating until I pay this bill that are rightfully do not owe. I spoke with three different employees in corporate including one whom identified himself as a supervisor and he told me “” unfortunately ma’am we cannot pick up the machine until you take care of this balance “! The mistake I made was that I didn’t open each invoice as they came in because I always dealt with my delivery guy once a month… I also asked his help in dealing with this in August and since I hadnt heard from him thought it was taken care of… This bill just showed up And I almost fell on the floor!

Deliveries are on time. They respond to emails in a timely manner.

We’ve had this service less than 2 months and delivery is never when they say it is.... no phone call, no apologies... I am cancelling my service as soon as their office opens in the morning

This company has the worst service of any company of all the companies that I ever used to provide goods and services to my business. You have to beg and plead to get a delivery. We put up with this outfit for 3 years and cancelled our bottled water for our office.

Very hard to get in touch with anyone, no direct numbers to the local branch locations, no way to track anything they do or say, takes weeks for them to do anything. We are now with Le Bleu, much better service

Wonderful service. Always on time.

Worse experience we had with delivering 20 bottles of water per month and continued to get billed. They promised deliveries and didnt keep up their promises. Today, was supposed to have it delivered by noon. 3:00 now and no water. We called and cancelled. Both managers have no clue what collaboration or teamwork is. Company is run very inefficient in Raleigh, NC.

$50 OFF IS NOT WORTH THE TROUBLE - First, to try to get someone on the phone is next to impossible. I called customer service and was on hold for over 25 minutes. When I set up the account online, I select the next available delivery date. I stayed home that day, waiting for delivery - nothing. When it didnt arrive as scheduled, I called customer service and was told new orders took a minimum of 10 days to process before delivery. There was no indication of this on-line. She gave me the new delivery date at that time I also confirmed location directions to be passed on to the driver as my apartment is a little tricky to find. She said she noted the order and included my phone number to call if the driver got lost. The new delivery day came - no delivery. I called customer service 4 times (for a total of 45 minutes) before I gave up and called the sales department to have them put me through to customer service. I was told I was indeed set-up for delivery that day and that they would call the driver to find out what the status was. The route manager called me back and first said he didnt have my order. Then he said the driver came to the door, knocked and since no one answered they left. I asked if they followed the directions I gave to customer service and he actually said, No, how were they to know there were special directions or to call if no one answered. They werent mind readers. I cancelled my service before I even got it delivered.

The worse experience in delivery address change. The delivery guy took the new address and said he changed it. I just moved in and logged in online to verify he changed it and he hadnt. I called the customer support and I am still on hold after 30 minutes. The first person that answered confirmed that the wrong address was on file and said she would transfer me to someone who can update the information. I have heard their same greeting that plays continuously 4 times a minute about how you can ask a customer service representative or your delivery person.__

Love the water and love the customer service.

STAY AWAY. These guys are nuts. If you call, all you get is continue to hold we provide quality service. They never answer. So call back and press for a new customer. Then they answer. THEY LISTEN BUT DO NOTHING. They cannot stay in business much longer. All their reviews are one star. We have been trying for 4 weeks to cancel our service and have the dispenser picked up.

Trash water! 2 weeks and no one has called to explain how this happened. They do not care at all WORST company ever.

Horrendous customer service! Crystal Springs purchased my original provider 6 months ago. They only delivered water one time, and that was not a complete delivery. I never received an invoice for that one delivery nor any more deliveries despite several calls. The first correspondence I actually from Crystal Springs was from a collections company. Beware of these people!!

Absolutely horrible. Got phone calls as well as a schedule (which didnt match) for deliveries, and then they never showed up for either date. I called and complained several times, service never improved. I called to cancel, and supposed pickup date for the empty jugs I do have has passed with no word from them. STAY AWAY!!!!

False advertising. $30 off isnt applied. .and when you call for help the office people pass you around with false hope to another sales rep only to tell you that they cannot apply the $30 off the service for signing up. Moreover, they had delivered initially a fautly cooler and it leaked and then they brought me replacement. i asked the one delivering it if there was cost and he said no.the rep on phone told me i was charged for switching out the cooler .. stay far away from this company.i have had 2 weeks of total disappointment.. and promising to give credit is just that a promise. never kept though!

PLEASE DO NOT USE THIS COMPANY. I wish I read these reviews before, but please listen to me and the other people! The service is absolutely awful. I set up service for my office on 6/9/16 and was told they would deliver on 6/17/16. I got a confirmation email as well stating that date. The 17th came and went, we heard nothing from Crystal springs. Then I called and she tells me it was rescheduled for the 24th. they did not notify us, and she acknowledged that there was no communication. They did not offer a resolution, just another promised delivery date. OF COURSE THE WATER DID NOT COME ON THE SECOND TIME THEY PROMISED. I called today 6/27/16 and they said yes I see here we have a couple of missed deliveries, we have rescheduled it for the 29....at this point we were obviously no longer interested in doing business with them. But to miss our delivery 3 times before we ever even recieved the water cooler is absurd. PLEASE DONT WASTE YOUR TIME WITH THESE PEOPLE

Great water and great service!

Customer service is shamefully bad. We finally corralled our 12 empty bottles in time for our next (2 bottle) delivery and this was the result. We called to return 10. They refused, saying they wouldnt take them back until theyre empty. Who can drink this much water?

Im surprised they even have a 1 star. Only because the system wont allow zero.Terrible hold times for customer service... over 20 minutes this time.Last time it was 15 minutes and then when they answered, they pretended not to hear me.... really? Good water, and delivery people, but if you want to make a change, the website cant process it. it says it does, but not when youre waiting for the delivery on that day.Cancelled... going elsewhere.

I would recommend them, however I have had some issues with getting the right number of bottles delivered on right day.

Excellent service and wonderful water!

I was a customer for about 15 years and watched as the service continued to deteriorate. I also had my mother on my plan and after much driver turnover resulting in repeated calls to try to get them to deliver, I finally reached the straw that broke the camels back and cancelled the service after they failed to deliver for several MONTHS. I was tired of calling and having to be put on hold. I got stuck with about 9 empty bottles because most of the time the drivers run away as if they are penalized by having to bring back the empties, for which we are credited. This was a huge problem as I had nowhere to put them until I had to store them in my suv because we were having our kitchen renovated and kept having to haul them out to the front yard and back in when I needed the trunk space. Even my neighbors laughed at my yard art. I was livid because I could not get rid of these or get credit since some of them had by then been switched out with the identical looking Primo bottles by my unsuspecting husband when we were desparate for water and he had to run to the Food Lion next door to get some. Well turns out these guys are all scammers because they then refuse to take or credit each others bottles even though they are identical. Finally, I had to make a trip to the landfill and toss out the $63 worth of empty bottles. To add insult to injury, Crystal Springs has continued to bill me for their imaginary water delivery, which I refuse to pay. This is how they treat their long-term customers so buyer-beware!

DO NOT USE THIS COMPANY!!!I signed up for 3 bottles to be delivered on the second Tuesday of each month. But the reality is that on the second Wednesday of each month is when I begin 3 days of phone calls to this distributer and the corporate office due to my delivery not being made. Of course this rolls over to the next week and my water is delivered on the third Tuesday or Wednesday of the month (whichever day is good for the driver and thats exactly what the driver stated). One month we were shorted our three bottles due to the driver going on vacation. Still battling the payment. When you do call this distributer and the corporate office, you will hear excuse after excuse and promises of a call back, but they never do. Now onto the BBB. Synopsis: Horrible Customer Service, Fails to Honor Agreement, Charges You for Water You Didnt Receive, Have to Beg for the Product You Already Paid For. 1 star is too much for this company and distributer.

Can you give a ZERO???? Where do I start? No delivery when scheduled, no supervisor to help take care or resolve issues, changing out coolers when one is too worn or needing maintenance and then the new ones delivered are faulty, busted, or the delivery person busted it when they came in and dumped in on the floor. This place is NOT worth even $5 per month. Go somewhere else. Save yourself the headache. Oh, and did I mention they have an escalation department if you are lucky enough to call their corporate office, whose phone is either having an ERROR, or they dont call you back? Oh yeah.... just dont.....

Over a year, I had to call 5 times to get regular. Customer service was always a challenge and they lied about giving us credits. They are still trying to avoid picking up the cooler so they can charge me ongoing.I have literally made this as easy as possible for them. Paid the last bill and gave them 2 weeks to pick up their cooler.Today Im going to drop it off at their headquarters because this water delivery company cannot get a driver here and there excuse is no one has this route. What?!When I talked to their customer service and explained that this has been a major challenge she told me she understood because of the way the company is operated. Unbelievable!

Worst company ever had to deal with. Company started with scheduling us last Thursday to only reschedule us Friday then to reschedule us to Monday. We requested someone from operations to reach out to us about this, but still nothing. Company has poor customer service and lacks integrity in leadership...

Good reliable delivery!

I’ve had their service for 12 years and finally said I’m done and cancelled. They often overcharge and when you call to get it fixed you spend way too much time because they act all confused. And they never credit back when they say they’re going to.

CANCELLED AFTER A FEW MONTHS. MISSED DELIVERIES. TAKES ALMOST 3 WEEKS TO RESCHEDULE DELIVERIES. TERRIBLE.

HORRIBLE CUSTOMER SERVICE!!!!!DO NOT SIGN UP!! YOU WILL NEVER BE SATISFIED!! WORST CUSTOMER SERVICE I HAVE EVER RECEIVED!!!!

NEVER USE THIS COMPANY!!!!!!!! This will be the worst experiance you will ever have. I have been trying to cancel service for 2 months. Their equipment is now sitting outside

Shady management team. Prices all over the board and service in inconsistent. Too many options in this market.