Crystal Springs

Unresolved

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HORRIBLE CUSTOMER SERVICE.

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Service has gone down. Sporadic water delivery. Had to make several phone calls and still no water delivery ! Several water bottles stacked outside....canceling agreement.

We've used this company for two years and signed up through Costco. They started out professionally, delivered every two weeks, and had very nice drivers. They always called us the day prior to remind us to put our bottles on the porch and they usually arrived around the same time the next day. Then this past year, they have gone down hill very quickly. They told us they would start delivering once a month, so they gave us extra water. Then proceeded to deliver every two weeks. We ended up with way too much water. Then we started getting phone calls that they would be there on Thursday, but no show, and another phone call on Friday that the truck broke down and we received our delivery on Saturday. Now, we get a reminder call, but no one shows up at all. We've had to call a few times to tell them to come because we have run out of water and they always tell us the truck broke down. Then they ask us to stick to the original agreement of 2-3 bottles of water, which was fine when they came every two weeks, but we have to complain it's been 5 weeks and we need more. We are now canceling our service with them. It's been five weeks again, our empty bottles have been sitting on our porch for two weeks, and we are almost out of water.

Every month I call CS several times to try to get them to pick up our empty bottles to no avail! I currently have 16 empty bottles in my garage waiting- I finally told them I was finished with their company and that they should come and pick up the cooler and all empty bottles on April 28th, 2014. They apologized and said they would pick everything up the next day... No show! I called and rescheduled six additional times since then, ALL no shows!!! This is the WORST water delivery I have ever heard of!!! I strongly suggest that you not touch them with a ten foot pole, unless you enjoy frustration and high blood pressure-

Water is good. Price is fair. You can buy much cheaper water in store, but the whole point is home delivery, right? And it is where the big problems begin. In my personal expierience, timely delivery is made in one case out of five. And might be late for a period of up to three days - you never know exactly. Besides, if you do not check the company's website personally before EACH delivery, you never know what you'll get - the "automatic" system, theoretically amending the order on the basis of your previous orders, in practice can add what you never ordered or take away what you've asked three times to deliver. And if you ask about the reasons why the delivery is not made in time (again) - you get fantastic explanations like "the driver did not come for an unknown reason" or "we have to many customers to keep schedule". After another delivery delay for three days and another "we have too many clients" I decided to ease their burden by reducing the number of customers for one - me.

In April we came upon Crystal Bottled Water when shopping at Costco. We thought, "great!"...so we called and scheduled an appointment for them to deliver a water cooler and bottles of water. The delivery day came and my husband took time off of work. No one showed - all day. So he called and their explanation was that they needed to re-schedule. Ok, fine, but why did you not call and tell us that? So we re-scheduled for next day. Day 2, time off work once more and we thought we made it clear to have the delivery driver call us if there were any delays or cancellations. No one called, so again, my husband called and asked what the problem was this time. Again, driver could not make the delivery. We were getting frustrated so we told them to just forget it. A few weeks later we get a call from someone who wanted to schedule the delivery again, and against my concerns, my husband scheduled one last time to attempt delivery (He must have been really thirsty, lol)...well, once more they could not deliver the day they said they would but finally DID deliver the following day and at least called this time. So we finally have our cooler and our water....but, geesh, I'm not looking forward to the bottle exchanges!...Will keep you posted. I gave an overall rating of "C" to be generous because this service is ongoing and time will tell. Maybe they'll take this into consideration with their driver.

We have had this company deliver bottled water to our door for over two years. Unless you want to fill up your own 5 gallon water bottles, this is the only game in town. I rent my townhouse, and it has granite counters...To drill thru these for a faucet for a water system was not an option. Nor was one on the counter. After several calls we choose this company. Bottom line, the water is bottled water, delivered monthly to your door. The water dispenser is free to use as long as you give it back when you close your account. Their billing cycle is every 24 days. Yep you do the math on that one. Regardless of the plan you choose, 1 or 2 or 6 bottles, you will get billed that amount whether the water comes or not. IE.... We had a month of lite use, and decided to skip the next month and found this out when we got billed. It was explained to us that this is their billing policy. My bad for not reading the fine print. A year later we canceled the service for a month, the call it "putting your account on hold" to not recieve any water and not get billed. We got a double order instead. Since the water was delivered, they would not take it back. It took over three months to sort this out, mainly because the person you get on the phone, does not have an extension to call her/him back. I have never been so frustrated with a company, EVER. At this writing, we still have their service, and are very careful. My wife can here the driver, who drives all the way from Miami when they deliver, so we have avoided the issue of over delivery. The water is good bottled water, but the practices and the company are less that pleasant, especially if you have a problem.

.For the past several years, this company has become worse by the month. Forget the time of delivery, we can't even get our order on the day of scheduled delivery. We then make the phone call and get our apology along with a promise of next day delivery. Sixty percent of the time it does arrive next day but for the past ten months, it is never a complete order. We have to make another phone call. This past week, our delivery date was missed again along with the next two days. Finally, after three days of phone calls, we received our order. I don't know why this company is failing in their delivery department , but I do know it is getting worse not better.

The home office is really good, but the local Pittsburgh office is terrible. I have had deliveries come on the wrong days, incorrect number of bottles delivered, incorrect product delivery (spring water instead of distilled water), incorrect charges on my bill... Every time there is an issue I call the only number I have, which is the home office. They are very nice, do what they can to resolve the issue, and tell me the local office will follow up. The local office rarely, if ever, actually calls me. I am looking to replace this service.

They were very helpful and professional. The service was scheduled and he was prompt and very informative. The delivery man is very friendly and it is a pleasure doing business with them. I have had to contact them on a few occasions and their customer service is wonderful.

As a testament to how strongly I feel about Crystal Springs, let me start by saying this is the first review I've ever bothered to write (Angieslist or otherwise). They are AWFUL!!!!! I'm not exaggerating when I say that I had to call them at least once every 2 weeks to report that our delivery hadn't come, or that we were overcharged, or that they delivered the wrong amount of water jugs, etc. Each time having to sit thru 10min or more of hold music while trying to get an actual human on the phone. The people answering the phones were always nice and apologized profusely (I think they are just trained to constantly apologize). But all that apologizing just ends up being infuriating when you have to call back again the next week for the same exact problem. I don't get what's so complicated about their business- I pay you. You put an agreed-on amount of water on my porch. Its that simple. The last straw was when I was charged for a delivery that never came (despite me calling 3 times to say it hadn't come!!!). I cancelled my service and was supposed to be credited back the amount I was overcharged. Not only was I not credited back the money, they charged me again a couple weeks later for the next month of delivery! I'm currently waiting to hear back from somebody's supervisor about getting my money back. Our neighbors use them and hate them too, but they keep getting their water b/c supposedly it's the only brand with fluoride. I'd rather my teeth rot than deal with them anymore.

I was scheduled for delivery on Tues. Sept. 3 - no show- called and promised the 4th. Now it is 3P.M still not show, I called and they said delivery will be tomorrow the 5th. The way it is going I'll probably get my water my the end of the month if lucky. What a business! I don't think they want to do a good job for their customers. Like I said in other reviews, the CEO is probably on the golf course and knows nothing what or how his business is operating. Don't go Crystal Spring! You will be sorry.

June and July water was not delivered. I had to call. Never received any water in August. I called September 3 and was promised water that day and phone calls from local office management. Never happened. Still do not have water. Worst customer service we've ever received. We are cancelling this service today.

We'll see how it goes. Unfortunately, we don't have another choice.

Well, I thought it would be easier to get water delivered to my home if I could get it quickly. I signed up on Friday after moving into our newly purchased house. On the phone I was told my delivery would be there Monday. I asked 2 extra times "are you sure I will get it Monday, because if not, I can just purchase the bottles myself and not get it delivered." Well on Monday morning I was called and told that they have too many houses to go to and that I would need to wait until Wednesday. So I talked to the supervisor who assured me he would call the driver and get our water delivered today since that was the agreement. 2 hours later the driver called while I was at work and left a message saying he will be at my house Wednesday. I understand I have a small sample size with them, but 1 for 1 on being late doesn't sit well with me. I will be sure to call them tomorrow to ensure they cancelled my delivery.

They are good, quick to respond to repairs, delivers on time, and service obligation is pretty well. They are a good value for the products.

They were supposed to come for deliery and did not show.

It is excellent water and so far they have been responsive. I get 3-5 gallon jugs and I will be needing more. You can always call and have them drop off more. The total charge of water was equivalent to the bottled water I was buying elsewhere. Today was my first delivery. I have a 90 day tril before I can cancel the service, but so far I don't see any reason why I would cancel the service. Otherwise it's a set amount of water and a set use of the hot and cold water dispenser for a certain amount of months for the year.

POOR SERVICE, WATER DELIVERIES WOULD NOT HAPPEN WHEN SCHEDULED, THE THEY WOULD LEAVE WATER WHEN I HAD CANCELLED DELIVERY. FINALLY CANCELLED THE SERVICE IN MAY 11 WITH A CREDIT DUE TO ME OF OVER $100 IN DEPOSITS, STILL WAITING FOR THAT IN SEPTEMBER 11.

The company never called to set up a service time. When I called them on three different occasions to determine when they would be at my home, I received three different stories. Each time they did say that someone would be here but it could be anytime including midnight, not the convenient scheduled time they promised. When I spoke with the delivery man, he stated that he had been in my area, but no one had ever contacted him. The first time I called Crystal Springs they said that the representatives number had changed and they had no way to contact him. The second time they said he was just not answering. The third time, a supervisor told me that Charlotte had no cell service and that was why they could not reach him. The associates I spoke with including a supervisor stated that there was nothing they could do to assist me in getting the water delivered. I recommend staying away from this company even though their prices sound good.