This company has no customer service. I signed up for their water delivery service online after receiving a promo flyer. At the end of the registration process got my delivery date confirmed. On the day of the scheduled delivery no one showed up, so I called the customer service. After spending 45 minutes on hold, I was informed that the delivery would take place on Monday the following week. There was no delivery on Monday either. I called again and decided to give them one last chance to make things right - I was assured of Tuesday' delivery. Tuesday was no go either. I called them one last time to cancel my service. read more

WARNING Do NOT use this company, Waited 5/12 hours for a delivery that didn't show . Lost 570.85 by taking a day off because the delivery window is between 1 and 5 pm. Customer service is a joke. I felt bad for the guy who has to field these calls from people let down by the New Jersey route managers. Do your self a favor, go buy your own cooler and water . It may not be cheaper but at least you know you can actually get the service you want. read more

DO NOT BOTHER..... If you value your time and do not want to be pest EVERY SINGLE MONTH... Do not bother..... Never in my life did I experience an incompetent company like this. For the past two years I've been experiencing a delivery issue ALL THE TIME. The only reason I stayed for that long is because they had a deal with Costco for $5 per 5 gallons bottles. For the sake of not carrying water myself from Costco and/or BJ's I went for it and kept on going with this madness. Every single month I would get the same BS... "we are sorry. We are going to contact the delivery team in Edison and we will schedule a delivery tomorrow." Tomorrow won't come for days and weeks... I even reached out to the Edison dist team myself. AGAIN... same BS... "we have an issue delivering to your area... we will be there... " and date/time won't comes for weeks. Then they decided to deliver anywhere between 12 to 15 bottles at a time. So they do not have to come for months. That genius idea created another headache.... called billing. So they started charging me twice. They would charge me for 5 @ $5 and 10 @5.99. Then the following month I get automatic charge of $24.99 for the Costco plan. So Not only did I pay for 10 bottles (that should have been delivered over two months) full price, I got charge for water I did not get. Once time I kept calling the Costco line to ask regarding a very odd bill I got. I would hold on for hours but nothing. Then I received another letter from them which had different phone #. So I gave this one a try. I finally got someone on the line. They told me that they froze my delivery since my bill is in 3 month default. I explain the bill was received about 2 weeks ago. I kept calling the Costco and send email but there was no one to talk to. Where the 3 month come from and why did you charge me an additional $24.99 for water I did not receive. Here is where we got stuck in rotten circle with a brainless customer rep. I have to pay the bill that charged me $120 for no clear reason of why in order for me to receive water but they are going to charge me the $24.99 every month regardless of delivery because I'm on the Costco plan. Meanwhile the bill that I received 2 weeks ago is 3 month overdue....... WHAT ON EARTH ARE YOU TALKING ABOUT.... Do you hear yourself... Did you think about what you are saying before it came out.... Cancelled my acct and called Poland spring.... DONE... OVER.. no one is that stupid... NO ONE.... read more

Consider my rating a 0. This company is terrible!!! They miss deliveries and make promises they can't keep. Use at you own risk.

Never delivered water on time in over a year! Customer service is Horrible!! Will be left on hold until you hang up after twenty minutes! When you finally cancel your deliveries from this missed managed company, It will take you days!! ALSO EMPTY BOTTLES FOR A MONTH NOW STILL OUTSIDE IN FRONT OF MY HOUSE!! read more

Canceled before it began. I made the mistake of not reviewing this company before I ordered. Even after I read the reviews I thought it was too BAD to be true. I was screwed over 3 times already and I haven't even had my cooler installed yet. First of all, scheduling online doesn't work. I asked for Thursday October 1st in the afternoon and received an email receipt saying it was scheduled for October 12th. On October 12th, nobody showed up. Called customer service and advised them of the situation and also asked that the driver come on a Thursday. The rep, who was actually very nice (I didn't have to wait on hold at all) advised me that I was scheduled for delivery on October 22nd which was fine with me. Yesterday I get home to see a note on my door for attempted delivery. I'm willing to wager that if I had waited until this Thursday to see if they show up, they won't. I found a local family run business in Belleville that has pickup of delivery services. It's on my way home so I'll be using them now. I'm already sick of this company. I have never in my 37 years of existence seen or heard of a company that is this horrible. Way to set the bar so low! Needless to say it's time for a major reorganization or just save everyone the headaches and close up shop. read more

Unfortunately, this company has poor or No communication. After the water cooler broke, I called to arrange for an exchange. I scheduled--so I was told--for the exchange to take place on 2/15/2019. On 2/15, I called water company to see if they could provide a window when I could expect the delivery of the new water cooler. The cs rep informed me that the "appointment" was rescheduled to 2/19. I informed her that I would be unable to meet the delivery man since I would be back @ work after Presidents' Weekend. I asked if 2/18 was doable. I was told Yes. Today, I called again to find out the delivery window. Again, I was told I was rescheduled to 2/19. ??? Because of the lack of communication And a rude cs rep, I asked to speak with a manager. After 2 more conversations, I finally spoke with a supervisor. I explained the issues And asked him to pick up Everything And to consider retraining the rude cs rep. He apologized And said they could do the pick-up on 2/19!!! This company is Not Very concerned with customer service. So Sad!! My takeaway: Cease transacting business with them. I'm considering calling 7 On Your Side. read more

Stay away - thought being connected with Costco would be a plus but never received my initial order for a cooler and water despite multiple inquiries. Strangest experience ever. read more

This company is very difficult to work with. It is impossible to get a hold of the route people through their call center. The call center is in Florida and does not pass on communications in any kind of a timely fashion. My business relocated and I needed product picked up. It took 4 (out of the 7 days) days of calling every day (hold times up to an hour) before the correct address was even part of the verification process. All I wanted was a courtesy call of the estimated pick up time from the driver prior to the day of pick up. I never got that. I called everyday for a week and the last day they arrived at my location within 45 minutes. Again no call. The driver stated it was the first and only notice he was given and they gave him both addresses so he really wasn't sure where to come. The local route person seems sincere and desirous to provide service but agreed the over company is difficult to work with. Unless you create a personal connection to the route driver and have a local phone number to call him with, I strongly recommend not using this company!!! read more

This is the worst company in regards to service and delivery. I became a new customer a month ago. I was told by the representative that I would receive my first delivery with dispenser on June 16, 2017, but I only received the water on June 13th. Mind you, I was never informed of the date change. I called on them 13th of June to ask why I didn't receive the dispenser, they didn't understand why that wasn't sent, then scheduled me for the 16th of June. My husband call to tell around 1pm there still was no delivery. Again I called Crystal springs customer service, and they told me the delivery was changed to the 19th of June. I never received a call, text message or email of this change. Meanwhile, the representative said she would send an email to the branch alerting them of the urgency to get out that day, Friday the 16th and they should have the driver contact me or my husband of their arrival. NO DISPENSER STILL! I call back after 5pm, they tell me it was moved to June 19th because i was due another delivery. I never received a call, text message or email of this change. June 19th comes, around 1pm I call and tell them I received the driver will call. 4pm I call, their responses they have till end of business day. 5pm I call, they said they would send an email. 6pm I call, I'm beyond livid, they changed the date to June 21st, I never received a call, text message or email of this change. Now I have cancelled my service and requested that they come and pick up the 5 gallon bottles (3 of them) that I haven't been able to use, I'm told that's illegal for them to according to FDA regulations. This is the worst company that COSTCO has contracted with. Avoid them as much as possible. read more

Terrible service from Crystal Springs. I have been out of water for 3 weeks. I put in a request for water delivery 3 weeks ago and each day the water does not come. When I check online I can see that the water delivery has been rescheduled. This has been going on for 3 week and I have arranged for another delivery service. And to add to my annoyance, when I first started service there was a special cooler rental price. I was supposed to be charge $1 and I have been charged $10 each month. They are going to credit me but it is just one more example of how terrible they are AND I had to wait 30minutes each time I called to speak with a customer service rep. There are lots of different water delivery services- Don't bother with this one. read more

HORRENDOUS! They told me to be home between 8 am - 5 pm for my initial delivery of the water cooler and bottles and NEVER showed. I sat in all day for nothing. They kept me on hold for 30 minutes both times I called customer service. Do NOT order from them!! read more

Run!!!!! This is the worst company EVER!!! You will never get your water when scheduled and even after canceling my service with them they refused after three weeks to come pick up their bottles. I've done my civic duty in warning the public. Stay far away from this company. I moved to polar springs water delivery service and so far they hav been great. read more

Everyone is right! I was a new costumer, made 1 delivery of 4 botles with the dispenser and that was it. Customer service is horrendous. They repeatedly lied promising deliveries on 6 separate dates but non ever came. STAY AWAY from them... read more

TERRIBLE!! We are a business that relies on water for our patients and are supposed to have a monthly delivery. Like other reviewers, I have to call multiple times to chase down our water because every other month they miss the delivery. And each time they reassure me that water will be delivered tomorrow. I have spoken to facility managers, regional managers, and route managers. All of them were blaming someone else and none of them were able to deliver water when we are supposed to get it. Use only if you enjoy calling around to chase down your water every month! read more

Its a big hassle to deal with these guys. They never deliver water on time and we have to waste the whole day waiting for them. They change the delivery dates without informing the customer. Their website and invoice method is terrible. In 4 months service, I had changes delivery date couple of times as we are out of water sooner and i got an email saying delivery date is changed but they dont deliver water and when i call customer service after a wait of 45 minutes someone says delivery date is different and they have no idea of what happened. BEWARE and stay away from this company. I am not sure why Costco allow these guys to advertise their products in the store. read more

Horrendous...by far the worse company I have ever dealt with, especially disappointing since they were recommended through costco. The local branch is wilfully negligent and incompetent. constantly missed deliveries without explanation or notice. not even a courtesy call when missed a delivery. even after i cancelled the account, they refuse to pick up 9 5-gallon bottles. They have missed the pick-up 3 times already without explanation.... still counting. the route manager is never available and then outright lies when contacted through the customer service. STAY AWAY!!! read more

Same experience as the last commentor.... They literally NEVER come when they say they will. I presently have 10 huge plastic bottles outside my offices that have been lugged back and forth 3 times now over the past month. No water either. They just don't show up. Customer service are very apologetic on the phone (except for one lady earlier today who gleefully told me, "Then fine, cancel your services then.") but then same thing..... I wait and wait and no one shows up. I switched over from Ready Fresh because of similar problems but honestly this company is worse. I at least got a call when Ready Fresh cancelled delivery. I am told this area (NJ) is short-staffed and so the manager himself is running deliveries. It's understandable if he is having staffing problems, but at least call or something. Either that or he must be terrible to work for that no one sticks around. Whatever is happening just save yourself the hassle and get your water somewhere else. read more

I had huge issues with ReadyFresh ever since they took over for Poland Springs Direct. They kept rescheduling the delivery at the last minute, drove me crazy! The last straw occurred last week when I got a last minute notice at 9:30pm at night telling me my water delivery the next day was being rescheduled for the third time! I called Crystal Springs and should have stopped right there when the rep who signed me up was a bit nasty and condescending. I was told I would get my new water cooler and water delivery in a week (August 1st). The day came and went and I got nothing. I called at 8:30pm that evening to be told that my order is not cancelled and should be there today! I said I wasn't going to open my door after 9pm and when it gets dark. I have small kids at home. They told me I would then get it tomorrow morning. Needless to say the day came and went again and no delivery! Called customer service who said that it was scheduled for that morning but the delivery manager rescheduled to August 8th! No email, phone call, nothing to tell me that was the case. If I didn't call to find out what happened I would have never known. I closed out my account without even getting my first delivery!! No one cares and both Crystal Springs and ReadyFresh are the same!! It seems like there are not too many choices for water delivery and I might have to deal with gallon jugs all over again if I cannot get a service that will work!! So frustrating!!!! read more

I have been with this same company for around 5 years. Service at times was good, meaning on time as scheduled. But a lot of times I have had to call to see where my service is. Always being told that they apologize and that water would be delivered by a certain day, which rarely happened. I haven't received a delivery to my schedule every other Friday since the beginning of September. It is now Oct 14th. I called last Thursday to be told that it would be here Friday for sure and that the driver and the route supervisor had been notified. Friday came and went, nothing. Called again Monday, given the excuse that it was supposed to have been delivered Friday, but I was apologized to again and assured that it would be on it's way Monday night, she had just text the driver. Monday came and went, I was busy on Tuesday, so at 9:00 am today, I place the call...on hold until 10:00 where I explained everything in a calm voice just to be told, I am sorry, we will have it to you by Friday. Calm went out the window at this point, I requested the supervisor. On hold again, 15 minutes...connected to the automated dialer again!!! This time I choose the selection....cancel my service. Spoke to a "supervisor" who apologized for everything and assured me that I would get my delivery by tomorrow. UNACCEPTABLE! Put 2 bottles in your car and deliver it to me if you can't find competent drivers! Poor customer service to say the least. Cancelled my water and cooler and have a new service starting tomorrow. DO NOT USE THIS COMPANY!! read more

Worst company EVER. I haven't received any water for the last 3 months. And if you happen to call and get connected to customer service after waiting on hold for 20-40 mins, they don't fix anything. I have spoken to 3 manager and they did nothing. They assured me every time that water will be delivered which didn't happen. And apparently it's in the contract "whether water is delivered or not, the customer has to pay the monthly charges". How can they miss every delivery for the past 3 months is amazing to me. I'm actually ok with paying anything at this point just to cancel my account and save my time and efforts from calling every single week to tell them that no water was delivered. Even when you call, you can press 1 to start new service and they pick up like in a second. Or you can press 2 for existing customer and you wait forever to get connected. That should tell you something!! read more

I ordered the 5 gallon water services with the cooler rental. First when I ordered it it said I would pay $16 and then around $10 every month after that. So I check my account a couple days after setting up my account to get water, and noticed $50 was being held. So I call and they said its being put on hold until the water and cooler are delivered to make sure my account can pay for the services. That is fine , I guess even tho I didnt see anywhere it said there would be a $50 hold for a $16 service. Unless it was in the smallest of print. Next my deliver date was the 25th of July I get a call on July 22nd asking if I was home they could deliver early. I say of course that would be great. They deliver and again I go to check my account to make sure the amount is gone and the $16 was just taken out. Nope now its $29 that is taken out of my account. As well as the delivery guy set me up for a twice a month delivery when I signed up for once a month. So I have to call (which I am on the phone for 2 1/2 hours) to find out why I was charged so much, which they cant tell me at all where that amount came from. Even in my billing statement it just says $29.50 fee. So they supposedly credited my account and it will go for my next months order. A day later (3 days lapsed) I go to get water from my cooler and it just stops working. The water wont come out at all. So that monday the 25th I call my route delivery man and he doesnt answer so i leave a message. I get no response, so I call again Tuesday morning. He answers and says " I got your message already i just dont have any replacement coolers on my truck so I didnt call". Ummm okay you just didnt call, he then tells me he can come out the next day and give me a new one. I ask what time he says the morning time, I ask again around what time , he just responds with sometime in the morning. Next day he comes around 9ish ( no call be for or anything) he comes in tests the cooler and of course it still isnt working. He seems a bit irritated he takes that cooler which had a gallon of water still in it and goes to get a new one off his truck. He comes back in says oh you only have a little bit of water left dont turn it on until you get water. Okay thats fine as well. He then makes statements "this one is brand new so no excuses for this cooler" . I am a bit confused in his rude statement and respond with ok. He then says "Yeah i cant keep coming out here I have 60 other deliveries to do". I am beyond mad at the service within the first week I have gotten. Also btw I was charged at $3 service charge for my replacement cooler. The route guy was beyond rude, ive been over charged and charged random amounts. This is not how things should be ran at a business. I am close to just canceling and buying my water from the store just to avoid this service and the guy who delivers. We are on well water and in the middle of no where with 20 mins to the nearest store so we thought this would be a wonderful idea. it has been nothing but headaches and stress. I would not recommend this service to anyone. read more

We never write reviews but felt compelled to do so after the absolutely terrible service we received from this company. Very disappointing that COSTCO maintains a relationship with them. Shame on COSTCO. Like all of the reviews before us, they were the most unreliable water delivery service (or any delivery service of any kind) that we have ever dealt with. They repeatedly did not show up when expected/planned, never (not once) delivered the correct amount of bottles as per our delivery contract, would change delivery dates without notification, delivered leaking bottles (that damaged our wood floors) without reimbursement for the bottles, and when calling customer service (which we had to do often) left us on hold upwards of 45 minutes. Ultimately, to add insult to injury, when we terminated our contract because of all of these issues and scheduled a pickup day for our water cooler (with an email confirmation date directly from the company) they did not show up. We were then told to leave it out on another day (when we would not be home) and if it got stolen or went missing we would be responsible for the cost. Unreal. #theworst #iwilljustdrinktap read more

This is by far the worst company I have ever dealt with! We should have bailed when it took over three weeks beyond our first scheduled delivery just to get the water cooler! After that, we never got a delivery without me calling to complain that our water hadn't come, and it would still take at least another week! Customer Service blames the delivery manager and always promises that someone will call back..they never do! On the rare occasion the delivery driver did show up, he would complain about how far away we lived and how much he hated driving to our area! I cancelled my service at the end of February after not receiving a delivery since November! They scheduled a pickup date for the cooler and empty bottles for March 6th. Today, June 8th...the guy shows up! This service is a complete joke and a waste of time and money as they still charge you for the cooler rental even though you go for months with no water! I wish I could give negative stars! read more

The worst customer service I've ever experienced in my life time. Buyer beware! I used Crystal Springs for a better portion of 8 years for deliveries. When I actually wanted to make a change to my account it was a disaster after several appointments and nobody showed up to replace my cooler I finally had to bash them on Facebook to get somebody to respond. Finally someone shows up to take my cooler and replace it with a new one only to be billed the wrong amount for months and then again nobody could fix the problem because nobody calls you back and it's just a joke. Even though I told them to cancel my account take my cooler and put it where the sun doesn't shine I'm still being billed for something I don't have. I can honestly say this is the worst customer service I've ever experienced in my entire lifetime and by the reviews everybody feels the same way. I brought a cooler at Walmart for $85 it works just fine and there's no BS... unfortunately I had to leave one star because there's no option for a negative star read more

Wow, I wish I read reviews (here and on BBB under DS Water Service) before choosing this company for water delivery! This company has TERRIBLE service and it has been such a huge headache dealing with them. In the span of 3 months, they missed TEN (yes, 10!!) scheduled and rescheduled deliveries. I repeatedly asked for updates/phone calls regarding missed deliveries so I'm not sitting around waiting for them or have water bottles sitting on my front steps for weeks. No one ever called. Despite my dozen phone calls and complaints, NOTHING was ever done to remedy ANY situation. All they would do is "email the route manager" (bc they couldn't pick up phones to call?!?) and then all responsibility would drop from there. Previously, I had been a customer with no complaints for almost a year. But I went through this SAME ordeal in Dec, Jan and Feb. Until finally I was so fed up, I called to cancel. IF ONLY that was the end of my relationship with them. They missed the scheduled pick up (of course, why should I expect any different?); I called to reschedule, 3 days later they came and got the water dispenser. In April, I get a bill and ignored it bc I figured it was a mistake and they'd credit it. In May, I get a bill for overdue payment. I call to find out that they were charging me for not returning their bottles. When I cancelled and scheduled pick up, THEY didn't take the bottles, (nor was I told by anyone that I should make sure they do their job and take the bottles). They didn't take any responsibility and refused to credit the charge. Luckily, we still had the bottles bc we had saved them for exchanges with a different water company. So they say they want them back and again "email the route manager" to call me to schedule a pickup. It's been a week and no phone call. (Surprise) I call them and they feed me the same BS about emailing the route manager and of course, at this point I'm out of patience. I said I don't care about the route manager or the bottles, just zero out my account, and asked to speak to a manager. After 30 min of being on the phone, she says she will transfer me to her manager. Lo and behold, I sit through their waiting music and after all that, it goes silent with no answer.....Of course....DS Services/Crystal Springs is the WORST. I'd rather pay a little more for water delivery with another *more reliable* company. So disappointed in Costco for having a partnership with such a terrible company. read more