Before the merger it was a wonderful company that worked with us. Since the merger, we have received conflicting delivery dates and now we're completely out of water. The redesigned bottles are impossible to open, even with a construction cutting tools. I'm looking for another Water Delivery company unless they rectify this soon. read more

We had great service with them until they merged with ReadyRefresh. It has now been a month since we received a delivery. Multiple calls to customer service and no resolution. Each time I have called I have been on the phone for over an hour. I have received one generic answer after another. For over 2 weeks we have been being pushed out and pushed out for our delivery. read more

The worst. I have been a customer for 9 months and 50% of my deliveries have been rescheduled, and 50% of my deliveries have been delivered to the wrong place on my property. A driver broke the screen door to my front porch and after many attempts to contact the company, and, literally, hours of being on hold, I got a call back from someone named Logan who promised he would follow up with me and, supposedly, gave me his direct number. That was the last time I ever spoke to Logan, even though I have tried a number of times to reach him. All in all, this has been a terrible experience. read more

If there was a 1/2 star, I would use that. They continue to push our delivery back to a point that I have to buy water a Publix to supply our office. When you call they don't answer, when you chat the accomplish nothing. They are awful, what we thought was a good value we have learned is a unrulable company. read more

worst service I've ever experienced. it Is a maze just to speak to someone. company is a scam full stop.

I started my service with Crystal Springs in July. I got the first delivery, then NOTHING FOR 2 MONTHS. I still havent had a second delivery. I have called them 15 times to address this issue. NOTHING. The app just keeps changing the delivery times. Its HANDS DOWN the worst service I have ever had, FROM ANY COMPANY EVER. DO NOT RECOMMEND THIS COMPANY. Use anybody else, dig a well or just collect rainwater, it will be faster than waiting for their deliveries or their management to do anything about fulfilling your order. THEY. DONT. CARE. I wish i could give a 1/4 star... read more

Kris is our delivery guy and he has always been reliable and accommodated our office when we have needed extra deliveries.

I moved from California to Nevada then to Charlotte and had my water service transferred each time. No problems with their sister company, Sparkletts in the other two states. Now that I'm in Charlotte, Crystal Springs Water delivery is hit or miss. They seemed to be completely under staffed. Because of this I tried to make it easier on them and change my delivery from every two weeks to just once a month! Well that didn't help because they missed that too. I get emails saying "your delivery is tomorrow". Come the day or the delivery no one shows up. Therefore we are without water and have to buy it from the store. That's fine but what is the purpose of having a water delivery service if we have to buy water from the store!!? It's been well over a month and we still have no water. I don't blame my driver as he has been very helpful and apologetic. The company just doesn't have enough employees. Makes no sense. There's lots of people that need jobs! I plan on canceling and finding another water delivery service soon. Sometime positive: the water is GREAT! When my cooler broke down I was sent a new one with no hassle in a couple of days. If they kept up with deliveries I wouldn't need to leave the company. read more

I stopped service about 5 months ago because they, Crystal Springs kept missing deliveries to my address. They were supposed to come and pick up the water disperser I had been renting from them. They never picked it up. I scheduled several time for them to come pick it up and they did not. I received a notice that they have been charging me for the dispenser and are threatening to send a $30 dept to a collections agency. IT IS NOT MY FAULT THEY NEVER CAME TO PICK IT UP. I've called again to schedule a pick up and have them take the $30 off. It's the sorriest customer service I've ever experienced. The Charlotte Crystal Water office is awful!!' read more

I set up a water delivery service through this company. I waited on the established delivery date for the items. When I checked their app, the delivery date was changed without any notice to me. They require you be home when they are delivering a water dispensing unit so they can install it. When I complained that I took today off to accommodate their requirement, they said they could not change the delivery back to today. I wound up cancelling all services with them and found a new and even less expensive competitor to work with. read more

This is by far the worst run company I've ever seen! I've been a customer since I moved to the Lake Norman area almost 2 years ago. They consistently miss their scheduled delivery and NEVER give you notice that they are. In 2 years,. I've been promised that a customer service rep , route manager, or regional supervisor will call me back,.. and they NEVER have. Not once! I've been paying for a water cooler that doesn't t have water!! I'd cancel but they never even come to pick up the cooler! Do yourself a favor and drink from the tap!! Chrystal Springs/Primo Water SUCKS! read more

Crystal Springs Water - Empty water bottles that were supposed to be swapped out over a week ago!! - Water Delivery Near Me - Charlotte, North Carolina

I signed up with Costco last month- it's the worst delivery company I've ever dealt with in my life!!! My first delivery got cancelled for 4 days after initial and my next delivery has been postponed twice from Set delivery dates . These peeps a group of clowns! Good water ...horrible service! Stay away read more

We have a defective water cooler that leaked water on our kitchen floor. I have called Crystal Springs several times in the last week to get the cooler replaced and have held for 30-45 minutes to be connected to a customer service representative. I have never been successful in speaking with anyone at Crystal Springs. This customer-be-damned attitude is abominable. read more

I'm disappointed that I am forced to even give them a one star rating. Based on some of the other recent comments on Yelp I'm glad that I'm posting this review as it is going to be similar in nature. The comments below about the experience with Sparkletts in California and Crystal Springs in the Charlotte area are spot on for me as well. I never had an issue with my service in California, they always got my order right and were always on time. I've been in the Charlotte area for six years now and something as simple as water service has become such a point of frustration in my life because of how terrible their service is in this area. They've missed more deliveries then I can keep count of, and the frustrating part is that they fail to deliver my water even though they send me reminder emails and phone calls the day before about my upcoming service. Whenever you call Crystal Springs customer service they advise that they have to send an email and phone call to the local branch, but that I can't call them. And, you guessed it...they NEVER call. In addition to the terrible service their equipment that they brought to my house a few years back was broken and leaked water all over my hardwood floor, which ruined that section. The driver at the time told me to send him pictures of the floor and that they could probably do something for me to fix it; however, the driver left the company shortly after I sent him the photos. When I finally got around to following up with Crystal Springs I'm told that the statute of limitation has passed. After yet another missed delivery last week and zero return emails from the office of the president, I've decided to end my service after nine years. Ironically they told me they can have someone out at my house tomorrow to pick up the bottles and water cooler. I found it humorous that for a week they couldn't drop off water to my house but when I called to cancel they advised that they'll be here tomorrow morning already. I suspect this is a localized issue because if all of Crystal Springs operated this way, I can't imagine that they be in business much longer. read more

See all

Been a customer for 6 plus years......this is how they repay you!!! Poor customer service, goes up on bill with no notice and then when you call to cancel they offer you a lower rate than you ever paid in the past!!! Get with it, hold times are over 20 min. and then when you cancel they never pick up their stuff, I've been waiting a week and now the driver changed the date to a week out....when asked for local contact number and email for the branch manager they say Alex doesn't have one....WHAT? Who doesn't have an email and telephone number!!! DON'T BUY INTO THIS SERVICE...USED TO BE GOOD BUT NO MORE!! read more

If I could rate this company a zero I would !!! From the very beginning it's been , missed deliveries , set new delivery date - miss that too. now on hold 1 hour 10 minutes still no one picked up. Trying to get information on an invoice that won't pull up on the website. Highly recommend you stay clear of this company. read more

I was a customer for over a year. At first things were great but the last 3 months or so it got bad. No delivery always reschedule then again reschedule. I was never notified they could not come out I had to call after the 3rd time. Customer service went from 9/10 to 0/10 I highly urge anyone to avoid this if you are expecting water. read more

My water delivery was supposed to be 8/26 and they changed it to 9/9. I put my bottles out, and they just chose to skip me. This happens often, and I have to call in every time. They are not a dependable service. The only thing they do on time is pull money from my account. read more

Very, very, very POOR customer service. Crystal Springs changes delivery date without contacting the customer and instead of a bi-weekly delivery the scheduled timing turns into 1 delivery in 3 weeks. I scheduled delivery for an elderly couple, one of which has had brain surgery twice and four times in the past year they changed the delivery without coordinating with me. UNBELIEVABLE I spoke with the Regional manager Mike and the next day with no communication. read more

We have had crystal springs water service for 3 months and nothing has ever been delivered on time. Right now our delivery is over 2 weeks late but we have received multiple confirmation emails saying it will be delivered in the next day or 2. I've called multiple times with no real solutions offered we were forced to cancel service. read more

I rarely write bad reviews but feel compelled for this one. The water is fine, the cooler is fine and delivery (for the most part) is okay. However, if you need customer service for anything, plan on being on hold for at least 20 minutes and usually closer to 35-40 minutes. Very frustrating. One recent issue concerned our water cooler (which we rent for $5.00/month) stopped working. I called and waited for 30 minutes to explain the need for a new cooler. I was told that our water delivery was already set for that day so instead the cooler would be delivered the following day. It never happened. So, I called back and waited almost 25 minutes to cancel the service. Now I'm having trouble getting them to cancel my subscription. It's a shame. Very poorly managed. Mike Richardson read more

Aha! This makes more sense. I saw their rating on Google's search results, and it said a 4.9! I couldn't believe it. But then I tried to add a rating and it didn't allow it anywhere.. It's a closed system. So they are completely cheating and that is ridiculous. Ratings exist for a reason, open to the public, open to customers, not just partners at Home Depot.. We used to use Primo (which wasn't perfect), but ever since they were absorbed by Crystal Springs: 1) We can't get anyone on the phone (even waiting 2 hours - no exaggeration - on any help number) 2) Our delivery schedule constantly changes with changing drivers (making it impossible to put out your empties in time) 3) Our delivery amounts are ALWAYS INCORRECT I have spoken to multiple representatives when they first switched to Crystal Springs (back when people still answered their phones), and they would always say they updated our delivery amount. Then the delivery guy would still delivery the wrong amount. (We asked for 4 bottles every 4 weeks, they give us 2 bottles every 2 weeks or today - 5 bottles every 2 weeks...) Then they switch the schedule and charge us for the empties we didn't put out in time. This is very frustrating and as soon as we get a filter system in place, we are cancelling. read more

Still on hold. Been a combined 8 hours on hold for the past 5 weeks. Would someone please respond? We were billed for June and July but never received delivery of either our scheduled June or July deliveries, nor the special order we placed in the middle of June in order to make up for the fact that we were out of water. Next stated delivery date is now 8/5 and I'm not tempted to wait to find out that it too will not be delivered. Thank you. read more

Charlotte, North Carolina Terrible service! Don't bother if you are a residential customer. Repeatedly failed to deliver even when rescheduled. read more

Pretty bad service they have. As everyone here mentioned they keep skipping deliveries and give you all kind of excuses. Not worth it. read more

I am on the phone, on hold, right now, the 3rd time since Friday. I have been on hold for about 2 hours Friday Monday and today. We have had one delivered since May. And have called numerous times. I have now given up any hope of ever getting any Crystal Springs water delivered to my business. Primo never missed and was always happy to assist you with any needs. I would never call on Crystal Springs for water and anything else. RATING 0 read more

Would give a -* if it were available. WORST customer service ever! Sure wish I had reserched before I went with them. Delivery took forever to get. They brought 4 bottles. I said it will take me 2 months to use this, so he left just 2. Got charged for 4. Lots of fun getting a credit. I decided to cancel since they were not getting me on the schedule for delivery. Now I was scheduled today to pick up water cooler and 2 empties and they decided it was an inconvenient day and changed to tomorrow without notifiying me. DON"T use this company! read more

I am very displeased with this company. They rescheduled ourvery first initial delivery four times before they finally brought my water cooler. Then 7 days later they were suppose to make the first water delivery and never showed up. I got an email saying my next delivery date was April 2. And again no one showed up. I pull up my account online and have been charged for those two delivery dates despite not receiving ANYTHING. I call customer service and after waiting over 15 mins twice, I was hung up on. When I finally called the third time I was told I'd receive a call back and nothing. So I have no water and a bill for over $100. **update** I am very pleased to say I was contacted very promptly after my initial review and the matter was handled immediately. I am very appreciative for the prompt response and correction of their error. Hoping I don't encounter any further issues. But definitely wanted to give praise to the company for handling this so quickly! read more

Horrible company to deal with! Went 6 weeks with no water delivery! Finally cancelled service with them and they picked up my empties but haven't issued me a credit for them. Also, customer service doesn't care! read more

What is up with your company? Our deliveries are sporadic at best. We have called your telephone and let it ring for 23 minutes only to be disconnected. We are currently out of water AND our dispenser is not working properly. It makes an awful noise and the water barely comes out. We were inaccurately billed $190 and cannot get you on the phone to resolve the error. We hate to slam you online, but we are trying to get your attention!! Ed and Carol H. read more

I was with Crystal Springs for over a yr or more when their service starting going down with missed deliveries and water billed but not received. I called them to end my account and waited for the Final Bill to pay it, however, i never received one and my online account was closed out to where I could not view nor pay the Final Bill. Now, I have been contacted by some agency charging me extra money for non-payment with endless calls with no one on the other end. I contacted Crystal Springs but as normal with them their service is extremely lacking in doing business. I informed them I have not received a Final Bill from them nor can I view it online -- which their rep responded it was closed once I ended my account with them - which doesn't make sense since I still had an outstanding bill with them that needed to be paid. I informed her that I do not do business with billing agencies and requested they get it back - which she stated there was no way for them to do that - something I know isn't true. Businesses have the ability to take back clients from agencies. Their billing and customer representatives are extremely poor when it comes to contacting customers about their services and billing. I would have not given them a full Star --- read more

This 1 star goes to the management of the Charlotte branch. Whoever runs the delivery branch should be terminated immediately! I have been using Crystal Springs for a few years now. They used to be decently consistent on their deliveries but I have not had water in more than a month. They won't deliver water but they still want to charge me for the water dispenser. 4-5 weeks without water! Every time I call customer service, they are great. They are very polite and feel sympathetic and they will try to schedule a delivery, only to have the delivery time and date changed by the branch manager. I have been scheduled 4 times for delivery. If the next delivery does not go through, Crystal Springs can come pick up their equipment. read more

Bad news on that front. Your company has my phone number, and I have been in contact with your company multiple times. I do not go to Yelp to get a response from a company, I go here when a company won' t resolve its' own issues. Your company missed another date today that was set by your company. That makes 10 dates (all set by your company) in a row that your representative failed to show. I'm supposedly on the schedule for tomorrow. If your rep doesn't show again, then I'll be on the phone with your company again, again trying to work this out, but if I'm honest I don't have a lot of hope. read more

I wish I had read these reviews before calling this company for water service for my home. I called them back in October to schedule delivery of cooler and 2 bottles of water. No one came or even called on this 'scheduled' date but I surely got charged for the delivery. $73. I've been trying to get my money refunded ever since but the only thing they tell me is they have to email the local company to refund me. Oh! Then the next month, they charge me AGAIN!!! They are THE WORST. I just filed A COMPLAINT WITH THE BBB. Just give me my money back. I never want to deal with them again. Negative 100 stars. read more

I've been using Crystal Springs for water delivery for the last 5 months. The service has been great. Our driver has been accommodating and always shows up as scheduled every other week. One week we forgot to put our empty bottles in the porch and the driver knocked on our door to make sure we needed water and to see if we had empties to pick up. The water dispenser they provide has also worked flawlessly. Oh...and the spring water tastes delicious. Would definitely recommend Crystal Springs in Charlotte. read more

I haven't had a delivery since August, in spite of 4 phone calls to customer service and a call to the Operations Manager. I'm now waiting until October 2, 2020 to get delivery. They told me they've had staff reduction, however, that doesn't exempt them from actually delivering my water to me. I could understand if that meant my delivery would be less frequent, however, they haven't delivered any water at all or even properly communicated changes in delivery schedule to me. This is not the first time I've had difficulty with this company and my water delivery service. Last year, when I changed my address and attempted to transfer my service, it took them several weeks to get my water delivery back on schedule; This company does not have a good track record for delivery service. They do not deliver what they promise. I would never recommend using them. In fact, I plan to cancel my service now and go with a different one, a company who might actually care about their customers and want customers. This company delivers a lot of words, and that's it. I'm still waiting on the water. read more

I've been using Crystal Springs water delivery service since August 2016. Have the same delivery guy since. Have water delivered every other Friday, always on time. Once I forgot to leave empty bottles, he still left two buy my door. I never had a problem with them. read more

Crystal Springs Water, Charlotte is the worst delivery service I've ever encountered. I was scheduled for two week delivery for Mountain Valley Water delivery. Somehow, my scheduled delivery would constantly be rescheduled or delayed. I haven't received my order since July 18, 2021 and now after waiting over 4 hours over the span of 3 days with customer service, I was told they will deliver the water on August 30th. This is frustrating as I was charged for water that I didn't even collect. I cancelled my order but was told by customer service that they could not email a cancellation confirmation which is archaic for a delivery service. The Company is horrible and need a full overhaul from the subpar customer service to the mismanagement of branch supervisors which may be the reason why they lacked drivers to delivery the product. I am shocked that this branch is even profitable. I hope they're audited soon. read more

This company has some of the worst customer service. I've had multiple reschedules, the driver arrived rang my bell then left before we could get to the door. Since April 2020, when I started the service, I've had multiple reschedules without notice. I've called the 800 customer service number multiple times, and have asked for the facility manager, route manager, or even the district manager to call me. I still have not received one phone call. I highly recommend using a different water delivery service in Charlotte read more

We have utilized this service for almost a year. They are never on schedule. We have had them change our delivery schedule by removing a delivery that we did not request. They cannot get the credit card billing correct, they have had two different credit cards on file, but still send us a past due statement. They completely canceled our delivery stating it was due to us being closed. We were never closed for Covid, we are an essential business. I would strongly suggest against using this company. read more