Sooo... just to update my last review. They don't respond when you contact them after you've made a review, although they like to make it appear as if they care. They don't. The ONLY time you can guarantee they'll be there is to cancel your service. They had NO problem getting to my house today to pick up the last of my empty bottles that they couldn't exchange last month. We're saving so much money by going with A-1 Water in Duanesburg that I'll recommend anyone who can, switch to them!! read more

we were with crystal rock for a long time, but their IT and internet presence is terrible. when you need to use their password reset function, nothing happens. and no way to click it over into a higher level of issue, it just keeps sending nothing --- you can say you have it, but nothing come. their online presence is also terrible. no one responds on social media, and when you do call their account managers are just rude and bitchy. goodbye company. don't use them. read more

I wish there was something below 1 star to reflect the incompetence of this branch And company. Once a month, we just need the order that we contracted with Crystal rock to come to our door... I don't know how many times I've told them that we need distilled water with every delivery... I cannot mix purified water with my baby formula. Every other delivery seems to have an error. We get all purified water a lot of the time. If you don't have two jugs of distilled water to give me, then just give me three jugs of purified water I don't want five jugs of purified water. I have nowhere to store five jugs of purified water on top of the two jugs of distilled water you forgot to deliver, and I don't want to pay for 2 jugs I never ordered. They do this like clockwork. Happened again this week. Wednesday they delivered five jugs of purified water, and immediately I called customer care. they told me the guy would come back on Friday to take two purified off our hands and replace them with 2 distilled. Well, they came Thursday instead. I was not told to leave the jugs out on my porch for Thursday, I was told to leave them out on Friday... thank God I saw the guy out the window and was able to run downstairs with two 5 gallon jugs in tow to tell him I thought he was coming tomorrow. I'm not a huge guy, running down a flight of stairs with two massive jugs of water is an ordeal for me, Especially when it happens right while I'm working from home. If I hadn't caught him, I'd be sitting on seven jugs that I don't have storage for, and would have been charged for them, even though I didn't order them. The 1 star rating here tells me they've never cared and never will. They deliver whatever they feel like delivering, and charge (erroneously) for whatever they feel like charging. Whatever agreement you make with this company means nothing. read more

Recently switched to Crystal Rock from another company. My wife uses distilled water due to medical issues. I have had two deliveries thus far, and both went perfectly well. Arrivals before noon. Correct product. Very personable delivery guy. I am very pleased and appreciative. read more

I have been TRYING to cancel my deliveries for over a month and have had ZERO luck getting any response from anyone. I live by myself in a condo in Boston. CRYSTAL ROCK HAS BEEN SENDING ME EIGHT 5 GALLON JUGS OF WATER EVERY 2 WEEKS. I LIVE ALONE!!! I AM GOING TO BE FORCED TO LEAVE FUTURE DELIVERIES ON THE SIDEWALK. WORST COMPANY EVER!!! BEWARE!!! 1. I've been emailing with the customer service bot for weeks. It's useless. 2. I've spent 10+ hours on hold for a customer service agent that never comes... 3. Their website crashes when I attempt to log in. 4. In order to activate the app you have to receive an email. THE EMAIL NEVER COMES. THIS COMPANY IS A SCAM!!! read more

I used Crystal Rock water for my business for years. After I sold my biz, they never paid me back for the deposits for the water bottles nor for the unused and sealed bottles left over. Spoke to them and wrote to them numerous times and each time they said they would send me a payment in 3 weeks (why I had to wait 3 weeks until I get paid what the owe me- I don't know). Since Nov 2022; still waiting for the payment. This company is a rip off; don't use them. Mike A. read more

Day 5 of no delivery and no Notification, despite being assured yesterday they'd be here today, it's getting amusing, actually. Supposedly my account was escalated to the local manager--why am I skeptical! Next step is to the bring this to the local consumer advocate... read more

Love their product. Hate their service. Since the take over they absolutely suck. Never come on time or should say on the day they tell you. Plus I hate being over charged. $4 for a paper bill. $4 energy charge. All that went out in the 90's. I still have 5 empty bottles and haven't seen a truck in 2 months. $8 per bottle deposit each. Bottled water is expensive. Have a guy coming to look at installing a new cooler that filters house water like bottled water except no lugging bottles around. May be worthwhile since this company is not responsible read more

I was with them for 20 years! They used to be a good company but I understand they have been bought. Now, they are terrible! They are looking to scam you out of your money. Stay away! A few years back they instituted a "gas surcharge" when gas prices went up. This year after being with them for over 20 years I needed a new water cooler. They started charging me $11 a month for the cooler and $3 paper billing fee, and $5.57 energy surcharge fee. Wait, it gets better. Then a "bottle deposit fee" on each bottle of $8. My driver was a great guy. But this is a terrible company. When I complained they told me there was nothing they could do. When I finally got to the cancellation person she offered to stop the monthly rental fee but refused to refund me for the first three months of this year. Not a company you want to do business with, stay away!!! read more

I will keep it short Took them 2 months to replace a water dispenser. A month to deliver water with two previews canceled appointments by them. Customer service I needed to remind them after we already had a confirm water delivery date. 0 stars and go somewhere else. read more

I wish i could give them a worst review. First i got charged 35 dollars extra for some bottles that the local office reported and the customer service sent a email to them, which they never responded to. Now i got charged extra $125 dollars for a month i already paid. There billing system doesn't work and the local branch doesn't care. I cancelled my service today. I would never recommend no one to get this service just horrible. read more

Absolutely horrible experience with this company! Had multiple accounts set up for years, one ended up being deactivated and had a $3 balance which they "wrote off". We had a management change and called to reactivate. They treated me like absolute shit and refused to open a second account for me over a petty $3 balance which I would have gladly paid. They did not care AT ALL about me canceling our active account due to the absolutely horrendous way I was treated. I would NOT recommend doing business with this company!! read more

They drive over your yard with tractor trailer size trucks, dump water bottles wherever they please and send different people every time.BOO

its used to be very good company that I ve used for few years now they ve been bought by water.com which is ruined em totally Tried to arrange delivery for 3 weeks!! every day they say " you are scheduled, the driver is aware , you are on priority list etc" long story short-- 3 weeks - no water don't waste your time just go somewhere else read more

This company is NOT TO BE TRUSTED. I had an account with them for a couple years until I closed my business. I called them to pick up their equipment and gave them a week to do so. I watched one of their trucks drive right by two days before I vacated my location. Now, a year later I am still getting bills from them for the water cooler they failed to pick up. The landlord and new tenant were informed of the cooler's presence and imminent pickup. Crystal rock chose to abandon it and bill me instead, or they picked it up and think they can cheat me out of a replacement fee. I have contacted them via phone and email multiple times and only once did I get a response that was no less than insulting. Now, a half dozen emails later I am simply ignored. Then today they send a automatically generated bill for a replacement fee? This company lacks customer service, reliability, accountability, and honor. Reading all the other one star reviews I have to agree, there should be a zero star option. read more

one of the worst customer service experiences ever - just awful. have called seven times to get refunded for products that were returned due to strange odor and taste . scheduling delivery and pickup was also a nightmare . run ! read more

absolutely the worst water delivery company out there..... 5 times they did not show up in a row to get bottles, 12 of them. Stay away from this horrid company.... super long wait times on phone, website half time doesnt work or driver ignores instructions. read more

If I could give half a star, I would. The only redeeming quality was the friendliness of the person taking my order. Things went WAY downhill from there. This has been the absolute worst experience I've ever had with a company. I was assured before I signed up they would be able to deliver according to the instructions given. I was a customer years ago and never had an issue with this. This did not happen. I was told the delivery person would come back and correct the delivery location. This did not happen, despite being told by THREE different customer service reps that it would. Three strikes, they're out...I cancelled my account. I was told I would not be charged since the delivery was not made to the correct location. This was not true - my credit card was charged. I was told the charge would be refunded. Two weeks later, nothing. I finally spoke with a manager who told me they sent out A PAPER CHECK to refund PART of the charges and the rest would be credited to my credit card. ??? I had paid by credit card. WHY ON EARTH WOULD THEY NOT REFUND MY CREDIT CARD? WHO DEALS WITH PAPER CHECKS ANYMORE?!?! Over two weeks now and I am still waiting!!! As I mentioned, I had water delivery service with Crystal Rock years ago. Great service, never a delivery or billing problem. They were bought out a few years ago, not sure by who...DS Services or Primo Water? It's hard to follow. My advice is DO NOT DO BUSINESS WITH THIS COMPANY. They are not trustworthy. read more

No, no no... stay away as far away from these people. Can we go to a -10?/ This is the worst company I've ever dealt with regarding customer service. Rude, nasty, don't listen and talk over you constantly. I asked to speak to a supervisor regarding an issue with my service and the person on the other end refused to pass me onto someone else and began yelling at me, telling me i need to shut up. All I kept asking for was clarification as to why the water was not being delivered and what steps do i need to take etc. By the time I called back a 4th time, someone there told me that my phone number and account has been screened and red flagged and that i would no longer be receiving service. I was a customer for a couple of years. Crystal Springs Water ...GO $%#^***&@!! YOURSELF. read more

Negative 10 now! So apparently after me canceling 3 TIMES they didn't cancel my account and are instead pending termination of my account. Thanks for NOT resolving my issue with your lying, irresponsible, unprofessional company. If you don't cancel my account before your pending BS of a termination and this affects my credit in anyway shape or form you will be hearing from my lawyer. read more

I hate leaving bad reviews but I think this is the only way I'll get costumer support I need at this time. My delivery was supposed to come Monday got the voicemail and everything. I even saw the truck come into the condos I live in on Monday. But no water. I left a message for support on their website no response. I called and waited 30 minutes for a representative. They assured me I would receive a delivery on Wednesday. But here we are end of day Wednesday no delivery. The website then updated and the water would be delivered Friday. 2pm on Friday now and I call to ensure it will be here today and the representative says Monday now! What is happening. I'm told a supervisor can't contact me but they can put a request in. That after all the delays I can only be credited two bottles. What an inconvenience of going back and forth for very little sympathy for now 3 failed deliveries in a row. Terrible customer service. read more

WAS, repeat was a long-time customer. Had water delivered for years at my business with them. My average bill was $8-10 monthly. They must have switched hands or something. Called twice to tell them my dispenser was not working. 3 mos. later they bring in a new dispenser & 1 bottle. Get a bill in the mail for 5 bottles (meanwhile, I got only 1 bottle!) Now there's also an energy surcharge of $6 per month.... LMAO ??? (WAIT, THEY DON'T PAY MY ELECTRIC BILL!!!!) And a $4 charge for a paper bill!!!!!!! My bill is $120.94 ????? !!!!!!!!!!!!!! Called them & stated they'd put in a dispute for the incorrect bottle amount....lol dispute nothing, I'm not paying, so you can come pick up your machine and my 2 unopened bottles of water (that I've had for the last 6 months because my machine not working..... DONE, FINISHED, THE END. SO LONG CRYSTAL ROCK. read more

We were expecting a water delivery, always when we are on our last jug. I called customer service when they were one day late. The very nice lady said she would page the delivery driver and someone would get right back to me. They didn't. After two days late I called again. This time the cs rep said there have been trucks breaking down as well as dealing with short staff. I am so sick of hearing the short staff excuse. That is a hiring problem, not my problem. Anyway the cs rep said they were trying to outsource to a delivery company but there would be no guarantee of my delivery for another two weeks. Lovely! read more

The company is a joke and the service sucks. This far into COVID 19 other companies have figured out how to get back to a semblance of their former standards. Crystal Water can't even deal with remote telephonic order calls. There is such A long wait to speak with someone that they call you back usually an hour later. If you miss that call you go back to square one. I have scheduled three times for them to pick up empties, which accumulated before and during COVID-19. I am out of state and I am not permitted back into the state in which my house and water bottles are. If I am not in residence I cannot use more water. I have had three appointments with a no-show. read more

Their customer service is absolutely terrible. We canceled our services due to COVID and they told us they needed the bottles back or we will be charged. They were quick to swipe the card and have blown me off twice to pick them up. I told them multiple times that nobody is in the office and they will need to call to be let in. Nobody calls, nobody shows up, and their customer service is impossible to get a straight answer from. Update: I spoke with a local manager this morning who informed me that he had received an email late the night before for the first time. He was extremely kind to check that the issue had been resolved. Their drivers connected with me this morning to coordinate. It's sounds like there is a disconnect between the customer service center and the local branches. I would happily recommend the local branch representatives and diligent drivers but working with the parent company was our biggest frustration. 5 stars for the local reps but the parent company should do better in supporting them. read more

This company's service is beyond bad. They don't deliver correctly, make billing errors every cycle, then take 2-3 billing cycles to correct the errors, requiring multiple phone calls. It has become so bad that I now drive to the Supermarket can and personally pick up the 5 gallon Poland Spring bottles myself. Carrying 2 40 lb. bottles to my office is preferable to continuing deliveries from Crystal Rock. read more

I wish I could give this joke of a company 0 stars or even negative coz they are the worst company ever and I mean ever. Whoever is given even higher than one star is a dummy account. They are roaches and should be banned from operating. I would request anyone who is considering them please don't. Save your money and time. They don't deliver bottles on time. They charge you extra and when you cancel service they don't even come and pick up their equipment. This is the first time in my life I have ever written a negative review. But I had too coz they made me do it. read more

Crystal Rock was good until they were bought by DS Services. I had an issue where my cooler broke and it dumped out 5 gallons of water onto my floor. On a Monday I called the company and explained that I needed a new cooler and 3 more jugs of water. The woman on the phone said fine, and we scheduled a delivery for that coming Friday. I had someone stay home from work that day to be there for the delivery. Well, they never showed up. I called and asked what happened and they told me that the driver rescheduled for Saturday. I was pissed because we wasted an entire day waiting for them and they didn't even call to let us know. Saturday rolls around and I wait and wait and nobody shows up. I call and asked what time the driver will arrive and they confirm that the delivery is scheduled for today and they will have the driver call right away to let me know what time he would be there. No phone call and no delivery. I called back that evening and was told that the driver rescheduled for TUESDAY. I received no phone calls about ANY of this. I cancelled my account immediately and asked for a phone call from a manager that I could speak to. They said they would issue a refund once they picked up the cooler and bottles. They said they would come on Monday to pick up the equipment. I received no phone call and nobody showed up on Monday. Wednesday night, around 8:00 PM someone showed up at my house randomly to pick up the equipment. This company is awful. I still haven't gotten a refund and I doubt I ever will. read more

The worst customer service ever. In order to change your address, you have to call and they never answer. Skipped a delivery because I moved and their office was closed on 1/2-1/5 due to "company holiday"...? And I couldn't change my delivery online because you must call. I did have the option to skip BUT they still delivered to my old address and I don't have a car!! I also get charged $50 per month for three 5-gallon jugs of water.. ridiculous. I've been trying for a week to get a hold of these people to change my address, which resulted in no answer, a delivery to the wrong place, and a charge for a delivery I skipped on time and they did not adhere to it. They're the worst. read more

I have had this company for a couple of years now when they took over the previous company we had. Since they took over service has been terrible and forget about trying to get through to customer service!!! Virtually non existent and the extra charges every month which they cannot justify but when they were called on about it they said they would remove this month's charges, but that's it not the previous bogus charges for the past couple of years!!! We'll find a more honest company!! read more

We were suppose to get two water jugs a month and a case of seltzers. The price was supposed to be reasonable at approximately 30 dollars a month. This is a crooked company. They just leave water jug after water jug at our front door every other week. They are charging us a 170 dollars a month despite the fact we have called customer service multiple time to complain. We still have not been refunded and we got another un needed delivery two days ago. Thank God I used my American Express. I'll be contesting all of there illegal charges and reporting them to the BBB. read more

Total worst company in the world! They were great before being bought out now they suck so bad! Stopped there service 6 months ago they picked up there cooler and still billing us after calling at least 10 times. They suck BAD. DO NOT EVEN THINK OF DOING BUSINESS WITH THESE SNAKES! read more

Not a good company to work for or be a customer for... The way they treat there employees is horrible almost to abusive levels, and the way they treat there customers is like they own there customers. I worked with this company and when I had a death in the family of someone very close to me they told me I was not allowed to take a time to mourn or thought a week was too long for me to mourn and threaten to fire me. Their customer service is horrible upon deliveries their customer service side of things would get orders wrong therefore the customer angry and upset at the driver as a driver I would have to make it right or deal with an angry customer or make the order right which I did have to deal with and take all the blame for. read more

Terrible service! I halted service for a move and never continued service...they automatically started delivering water to my old address without my consent and under a different name! Started charging my card. I have called several times talk to several different people even been hung up on several different calls and I'm still dealing with these people. Do not use this service! To even have them pick up water bottles or the water bubbler itself is a hassle. You have to tell your same information answer the same questions over and over again and then you get disconnected and then they still do whatever they want to do. read more

Customer service is horrible. Crystal Rock was bought out by Primo Water and their customer service has dropped tremendously. We reduced our equipment in 2020 due to COVID. We continued to get billed for equipment we did not have. Equipment that was supposed to be delivered never was. After multiple calls to customer service and missed appointments by the delivery team, I requested an equipment audit for overcharges we have been receiving. Never got a call back. This has been going on since 2021. We have incurred in excess of $2000 in over charges. read more

Crystal Rock Water has the worst customer service!!! Water delivery never comes when it's scheduled and it takes days for a redelivery and numerous calls! No one will EVER call you back even though they promise to Get someone else if you actually want water!!!! read more

Avoid this company at all costs! We just signed up for water delivery and have been waiting for a week for someone to show up! Can't reach anyone by phone. Promised deliveries never arrive! Should have read these reviews before I ordered from them! read more

By far, the worst company to ever work with. They cannot stick to any of the delivery dates that they schedule you for. It has been 2 months since my last delivery. When I called to inquire about why the deliveries were not made 2 months in a row, they could not give me a clear answer. They basically stated it was the local vendors fault and did not even apologize or try to make things right. If you are charging me for a service then I expect the service to be provided. Crystal Rock is full of incompetent employees that have no ability to provide customer service. Do not waste your money with them You are better off picking up water from your local supermarket. read more

WORST FOLLOW UP, CUSTOMER SERVICE, DELIVERY SERVICE EVERRRRR!!!!! DO NOT USE THIS COMPANY if you actually want coffee delivered for your home or office. Do not use this service if you expect them to deliver on time. Then you have a scheduled delivery date and they push you back for 5 days. THEN you cancel your service with them and they push the pick up of their own equipment back several days also! What?! It's your equipment and you can't send someone here to pick it up until a week later!!??? Then they disconnect their machine and don't fix the water line right so that your new machine will work. Cheese and rice use someone else. This ordeal took over a month, a WHOLE MONTH, to sort out and it's still not right!? read more

Crystal Rock bought out our previous water delivery company (Campione from New Hartford NY). We cancelled our service due to us moving. I told them on the phone that we were cancelling because we moved and that we didn't need water service at the new address. About a month later, I get 3 voicemails (2 on the same day) asking why I had cancelled service. I ignored the voicemails. I figured I already told them. Another month or 2 later, I get a voicemail on my work phone (!!!) asking why I had cancelled service. I don't know how they got my work phone number but how dare they call me at work to ask why I cancelled. Especially when I told them why already. I emailed them (for a paper trail) repeating why I had cancelled service and firmly ask that they do not ever call me on my work phone ever again. But the biggest problem: When I cancelled, they agreed they had to return my bottle deposit fee. (The bottle deposits that technically Campione charged.) Instead of returning my deposit, $30, they charged my account another $30. I didn't see this until several weeks later when they emailed me about the balance on my account. I quickly figured out their mistake and contacted them regarding it. It took them 5.5 weeks to credit back $30 to negate the charge. We're at 11 weeks now and they still haven't correctly credited my account. Now they're trying to tell me that they don't have any record of Campione having charged bottle deposits. First of all, that's a lie. Campione would have had to turn over all their records for the last 7 years per federal law when Crystal Rock took them over. Second of all, they agreed when I had initially cancelled service that they owed me back my bottle deposits. They just mistakenly charged me instead of credited me. Then when they "fixed it," they only credited the charge, when they needed to credit the charge AND the original deposits. The customer service at Crystal Rock is the WORST. I have just sent them another email regarding this. read more