This company is absolute trash.. I have talked to two different supervisors, one promising to keep in touch as the issue is worked through but has failed to maintain this.. Here we are a month since my last delivery and still no water. I had a driver come to my house, take the bottles but leave no water. Since this pick up of bottles, crickets front he company. They have shifted my delivery date multiple times. And now the delivery I was suppose to have today has been moved to 5 June. At this point that will be more than a month without a water delivery when my scheduled deliveries is every 2 weeks,. The excuse I have heard is due to the rebranding blah blah.. This should have very little impact to your customer base if this was planned out and organized appropriately. At this point the company might as well pick up their equipment and close my account. When people are spending the amount of money for a service, the response is beyond unacceptable nor really compensating to keep a customer. Just shameful but the best way to let companies know this is not okay is by not spending our money with them. I can't post the review without a star rating.. Honestly, the company does not deserve even a 1 star rating but it is definitely the minimum I am giving just so I can post this. read more

This company was tolerable in the past. However, with the recent consolidation with Primo Water this year, it has been atrocious and unbearable. Missed and skipped monthly deliveries. Almost impossible to speak to a live rep for assistance, unless you happen to have 3 hours to kill while on hold. Billing issues. And be careful - their drivers will leave a sleeve of plastic cups with their delivery and charge you and additional $7 on your next invoice. Very sneaky and unethical. Change to a local water delivery company that is NOT affiliated with Primo. Unfortunately, there aren't many companies left. read more

STAY AWAY! Would give ZERO stars if I could, but since I want this posted...After 20+ years of home spring water delivery, Primo water's acquisition of Poland Spring, Ready Refresh, etc has ended what was an otherwise outstanding customer service experience. Drivers are pushed to incentivize "add-ons" to existing deliveries - and the last delivery left me 2 x 12 bottle cases of metal water bottles AND charged me an additional $60 for something I NEVER authorized or ordered. "Customer service" is non-existent - I cancelled my account online but was asked to "allow us to earn your service" with a discount. When I requested confirmation of an existing route for my delivery address: radio silence (because they're constantly changing delivery routes and changing your delivery date(s)). After a month of "having my place on the delivery route changed" I'm DONE. I can buy the same 5 gallon water bottle at Harris Teeter for $9.99 - not $15.99/bottle - saving $60/delivery. read more

Terrible customer service, took us to collections despite having a valid CC on file. Been drinking Mountain Valley water for over 50 years and now will be buying from Whole Foods instead of delivery. Delivery missed several times read more

Update: scheduled to end renting the water cooler from them the last payment cycle. Since then, they have failed to follow through on their multiple scheduled pick up times. Not only have they failed to deliver water for everybody, but we just got charged for the cooler...which isn't being used because we CANCELED AND DON'T HAVE WATER!! read more

Absolutely horrible service. They miss delivery dates, hang up when you call and make it impossible to cancel. This is not a business that operates in good faith. They should be referred to consumer affairs for their business practices. read more

Awful service. I can see I am not the only one given that this business has 59 1 star reviews--wow! This company was quick to answer my phone calls to take my money but since we've been a customer, it is IMPOSSIBLE to get anybody on the phone. I've now missed my water delivery day twice. I didn't receive my order yesterday and received no communication ahead of time about it. Online, it says it won't be delivered until next week which is nearly a week late. We are out of water in the meantime. We also have a scheduled pickup for our water cooler from last week and nobody has been by to pick it up. I'm currently on hold and have been for 25 minutes. This is so ridiculous. Do yourself a favor and don't use this business! read more

I agree with all the other comments on here. I have not had a water delivery in a month, they keep on rescheduling and trying to get ahold of them is like an hour on hold on the phone. I do not understand how this company can stay in business, the product we all pay for has not been provided at all. I am even having a difficult time closing my account and getting my credit card off of my account. STAY AWAY FROM THIS COMPANY!!!!! read more

I had a very very bad experience while trying to contact with customer service. It was so disappointed!!!

I ordered water to be delivered the beginning of January. All set up to get my first 5 gallon jug the next week on a Tuesday. No water. I called them and the CS rep said oh it'll be 10 minutes; an hour and a half later I called back and they said next week. Waited the following week, no water called again and they put me down for the following Tuesday, which would have been this week. No water. Called again and they said Friday. Well today is Friday so I called again to make sure it would be delivered today. CS said yes, today. It's now 7:30pm and no water so I checked just for a laugh to see when they rescheduled delivery this time and now it's supposedly on Monday. I cannot believe a business could stay in business with habits like this. If my order was too small for them it would have been perfectly acceptable for them to let me know and I could look elsewhere. No way to get in touch with the branch delivering the water just a general 800 number with people who have no idea what's going on in my area. Looking to get my money refunded and let others know to stay far far away from ordering. Really should have believed the abysmal reviews. read more

Our water company sold to Crystal Springs and what can I say except they are literal idiots. Pretty much every order is wrong or late or never shows. It doesn't matter that I have called again and again to tell them it's wrong. They swear they will fix it and it won't happen again and it happens again. We order 4 bottles of water we get 3- whatever we order is always wrong. They never show up on delivery day despite sending us emails and texts to expect the delivery. They get 1 more chance and if they get it wrong again they are fired. read more

Terrible customer service! If you want to avoid a frustrating experience with Primo Water staff, steer clear and don't look back. They are unreliable. Also, avoid adding your credit card to their app--it's not worth the hassle. read more

We have had water delivery for over 10 years, the company originally started with was sold to Crystal Springs Water and they are TERRIBLE.. They miss delivery dates, they charge for water we never ordered, the customer service says we will have someone from the local office call you , never happens. We are exploring other options as there has to be better ones out there. read more

Our company has been getting their water delivery from them for over three years. But they have become absolutely the worst. They have not delivered the water to our office nor picked up the old containers in 30 days now. We have delivery every 2 weeks so they have missed two deliveries! At first, they said it was the weather but the weather has been good now for almost two weeks. I just called them and let them know that we will cancel our account and take the business to another vendor if they do not deliver as they claim again "tomorrow". Stay away is my advice! There are other companies for this service. read more

Ridiculous how difficult it is to cancel services. It has to be done over the phone, and they simply do not pick up. They intentionally make it as difficult and as frustrating as possible. Just wildly unprofessional and clearly designed by an absolute jackass. read more

Worst experience ever. In four months my water never was delivered at the time. Instead of once every four week four bottles of water I would delivered every week or once in 5 weeks, 5 bottles instead of 4 and 3 bottles next week. And every time customer service was saying "we got you; sorry for mistake; we updated your account" and yet I have been skipped also this time because management have decided that my delivery is next week which means after 5 week. Four months of updating the system to get a water at right time never worked read more

I am incredibly frustrated with the  service that I have been receiving this entire month. I was scheduled to get a delivery on 08/06/21 that was pushed back to 08/13/21, I contacted you guys and was told that a driver was sick and this is why I did not get the delivery, EVEN THOUGH IT SHOWED UP AS DELIVERED AND I STILL HAVE THE CHARGE ON MY ACCOUNT. After contacting you guys you said that it would be credited back to my account and it has not been. This delivery was rescheduled 08/25/21 and when the delivery did not come I contacted all of you again. The gentleman I spoke with on the phone informed me that he contacted the route manager, Eric, and that the reason the water wasn't delivered was because they could not get into the building, which is a lie because the front desk staff is always down there, as well as this is different from the previous statement saying the water wasn't delivered because the driver was sick. that he would pick up the bottles tomorrow and make a delivery on the following day 08/26/21. The operator then said that he spoke with the route manager who then confirmed the water would be delivered 08/26/21. It is now 08/26/21 and the bottles have not been picked nor have the extra bottle been delivered. The young lady I talked to on the phone said that on the account it did not show the bottles being scheduled to be picked up or delivered today and the earliest date was 08/30/21. She then said that there is a SEVERAL WEEK DELAY that has been going on and I should have been notified about this. THIS IS THE FIRST TIME I AM HEARING this and frankly at this point I feel I have been 1) Lied to and 2)Getting the run around at this point. I am very upset at the sheer unprofessionalism of the Richmond team here and Eric, and need to know who I can talk to about this situation because this is absolutely ridiculous at this point. read more

Crystal Springs Water - Water Delivery Near Me - Franconia, Virginia

Horrible service. Every month I am fussing about not getting my water delivered. I am so tired of the terrible service mainly with the drivers/deliveries. I cancelled mu service today. read more

Our office has used Crystal Spring (DS Services) for many years. Unfortunately due to COVID-19, we have had to cancel our service. We have tried numerous times to cancel and have them pick up our cooler equipment. So far, three dates have come and gone with no one showing up. Unable to get in touch with a human due to hours long hold times. Take my advice and DO NOT use this company for your office water service. read more

You will never get a resolution when they make a mistake. Which they will. Charged me more than once, never saw the refund. I asked several times to have my incident escalated to a manager. No one ever called me back. It's really bad guys - and they don't care. I'd avoid. read more

Do not order anything from them They are unreliable, unprofessional and irresponsible with customer time money and they demonstrate poor internal communication and do not deliver on time nor inform customers when they decide not to deliver to you on the day specified. It's only 1 star because I had to choose, it would be negative 5stars if I could designate what my experience truly was. read more

I was a Crystal Springs customer for years in Woodbridge. When I got an HVAC system with the humidifier built-in, I no longer needed the the distilled water. Not only did they refuse to take back the three unopened bottles, they insisted I had to use up those before I could return the three empties I had. Took months, but I returned them the end of April. Refund check for bottle deposit was supposed to take four weeks. We're coming up on twelve weeks. Each time I remind them I get a "Sorry" and am told it's another four to six weeks. This has to be an intentional rip off. If they steal $36 from every departing customer, that's going to really add up. read more

There is no way to cancel your autopay through the portal. I contacted customer service 3 times and each time they say they have removed autopay. I was still getting charged for deliveries. read more

We will be ditching them after on next order. Bumbling, poorly informed workers. Long holds, disconnected multiple times. Can't do a simple address correction truly sad! Go with someone else don't even bother with them. *update after talking to a local manager following this first episode which took a manager 45 minutes to deal with and still wasn't fully corrected, we were put in touch with local office and end result was we supposed to have water redelivered to our correct address Friday between 8-2pm. However, by 1 we had no delivery. When I called to follow up and make sure it was In route because we were closing,I was told my account was inactive!?? Low patience for this nonsense. My statement to management was have my water delivered to me by 2pm or my account will be closed. They got it there by 2:30...2 late!! read more

For several months, deliveries would be missed, and then on random dates a delivery would arrive. Orders did not match what we requested - I would often have to go to a local supplier to buy water since a delivery did not arrive on time - even though the delivery had been confirmed from their own email. I asked to cancel the service, but then they delivered on time. Since they delivered water bottles, they would not return them, so we had to pay full price and wait to return at the next delivery. The next delivery they again dropped of more bottles, and did not take any of the returns. Crystal Springs advised me that I could not return any of the bottles unless they were empty. Fortunately, they have not delivered any new bottles, but I still will need them to come out and pick up the empties (without delivering any new bottles). Let's see how this turns out! read more

Holly cow I read atleast 3 comments and I can relate to them, almost feel like I can copy and paste. Lol Anyways do not give them a chance to tangle you in there service it's been almost a month since I cancelled they have yet to come pick up there crappy cooler and about 10 empty bottles, I asked to speak to a manager or someone In charge no response. It's a Bullshit company and if I see the rep at Costco his gonna hear it. read more

I suppose to have my water delivered on Monday 7-18-22 but I didn't get it :: I called the office and was told they were sorry for the delay but it will be delivered on Tuesday 7-19-22 but it wasn't:: I called office again was told they were sorry again and it would be delivered on Wednesday 7-20-22 :: it wasn't::: I called again and was told sorry but it will be delivered on Thursday 7-21-22:::::: This is unbelievable!!!!!!! This isn't the first time this has happen to me but believe me it will be the last time!!!!!!! If I don't get my delivery on Thursday (7-21-22) I WILL DEFINITELY CANCEL MY ACCOUNT!!!!!! I pay on time every month but can't get water on time!!!!! THIS IS RIDICULOUS!!!!!!!!!!! VERY DISAPPOINTED CUSTOMER :::::: EDNA read more

I would give them a negative 5 stars if possible. I completely agree with most reviews here. These people are the worst ever!!! I have never had such unreliable and frustrating service. They don't show up on scheduled days then you end up having to store a gazillion bottle and call to beg them to come every day but they still wouldn't show up. Ask for 2 water bottles and get 8, yes it happened to me. It's like they are in business to piss off people and cause them great totally unnecessary distress. read more

Let me just chime in and say that this is the world's worst company, if you haven't gotten that idea already from the other reviews. We finally ditched them today after years of suffering (and two missed deliveries in a row... one of which we were charged for.) Ugh, don't even consider them. Run! read more

Do not use this service in the Fredericksburg area. They only delivered once and for three months have canceled the delivery. DO NOT USE THIS SERVICE read more

Most incompetent company I have ever dealt with in regards to deliveries and billing. They don't do anything right! I just canceled!

1 star I pay my bill on time every month. My delivery was supposed to be May 5th. At 3pm I called and asked why they did not come. They said they changed my delivery dates......WHAT?? NO email, NO letter in the mail, NO phone call notifying me of such insanity....What kind of company does that, and doesn't notify their customers? Bad business practice, no courtesy at all!! They also said they would be delivering my water when I called at 3pm...I came home at 9pm and they NEVER SHOWED UP.....very nice.....I'm cancelling my service effective immediately!! read more

NEVER EVER use Crystal Springs for water delivery. I totally agree with other reviews. Wrong delivery every single time, wrong bills all the time, and terrible customer service. Now I closed my account, But they still deliver the water bottles and charge me the same amount.... sigh.... I called over and over and over with same issue but never solved... Driver never showed up to pick up the bottles that I did not want.. and you know what?? They told me to drop them off at the local branch... hahahahah You gotta be kidding me... This is never ending story in worst way... Do not use this company!! read more

We Shenandoah Water service for many years and it was great - then Crystal Springs bought them and it's been awful. We moved to a different state in November 2021, gave them several weeks notice - the cooler/empty bottles sat at the top of the driveway for two weeks after the buyers moved in. We're still getting billed for the cooler we don't have as well as the one we have in our new place. All phone contact falls on deaf ears with promises and platitudes that never materialize. Save yourself and go elsewhere please! read more

I used to use Crystal Springs for the water club at my office. I was in charge of collecting the money and making the payments, etc. I agree with another reviewer that you absolutely have to watch your bill because they will add in charges and charge you for extra bottles even though you didn't ask for or use them; like Verizon but for water instead of tv! I switched to DrinkMore Water. Much happier now! Don't waste your time. These companies need to figure it out, its not hard. Just do what you said you were going to do and you'll get five stars! read more

Worst delivery service. Came on random days - even when delivery was cancelled via the Internet. Cancelled service and water was still delivered after explicitly cancelling the last delivery. Charges were more than what was estimated. Customer Service never had an explanation when they were contacted. read more

I dropped Crystal Springs over a year ago. Not only was their service terrible (as others note, they didn't deliver when scheduled) but their delivery truck damaged a brick retaining wall next to my driveway while backing in. I called to complain and was given a number to call to make a damage claim. After several calls I never heard a word from them. I would never use this company again. Update 8/17/2018 After posting this review I was contacted by a representative of Crystal Springs, who arranged to have someone come out to inspect the damage (which I had yet to repair). I was told to get estimates for repair and forward the estimate to the company. It didn't go quickly, but to their credit I was reimbursed for the cost of repair. read more

Signed up for service through Costco and was told I would be receiving 3 emails prior to delivery. One was a confirmation email of my new service. I received one email on how to pay my account online. Water and dispenser scheduled for delivery today. I called yesterday and informed them that I had not received any confirmation and had no idea when they were coming. They noted the account to have someone contact me to confirm the delivery and time. Fast forward to today. 3pm and no call. I just called to find out what was going on and I was told they changed the delivery to Thursday the 8th. Guess they didn't feel the need to let the customer know!!! I was told they didn't give a reason why it was changed. The Crystal spring customer service rep contacted my local branch because customers aren't allowed to!! WTH is that?!? Asked for a supervisors name or the local branch contact so I can complain and was told they aren't allowed to give that information out!!! So we will see what happens on Thursday!! After reading the reviews I don't have high hopes of getting my water!! Edit*** got my water over a week late. Here we are for my first monthly del livery that was scheduled for 7/6.... missed! Rescheduled for the 7/10... missed and no notification. Called customer service and they said it was marked as missed with no reschedule date! Customer service rep scheduled it for 7/13.. who wants to bet I don't get water!!! Will be sending an email to Costco informing them of who they have representing them! Oh and don't ask to speak to mgmt they don't call or email you back!! read more

If I can give Crystal Springs Water a rating of ZERO, I would. I can write a best seller on my nightmarish experience with them. I can totally relate to the experience described by Nancy S.; deliveries are NEVER made on time; Customer Service would NEVER give resquested information; response on all complaints is a form email with the claim: " This complaint is not customary of our level of service and we are sorry your experience with our company has not been satisfactory. We appreciate you bringing this matter to our attention." No matter how detailed the complaint you outlined; the same form email is sent. It is very clear that no one ever takes the time to read complaints and act on them. The last straw for me was when they delivered water that I did not order; did not pick up empty bottles that are supposed to be given to them when water is delivered; and then they debited my account without authorization from me. I usually pay my account when they send me the invoice; but this time they went ahead within a few days of the unauthorzed water delivery and debited my account. I sent them a four-page complaint letter in August which included a request for the reversal of the debit on my account; but all I got back is the form email. I contacted my bank, filed a complaint and send them copies of my complaints to Crystal Springs Water and the form email responses to each complaint. My bank reversed the charges pending a response from Crystal Spring Waters to their inquiry. To my knowledge, there is no response from them as of today. It is an absolute nightmare dealing with Crystal Springs Water; gratfeully, I do not have to any longer. read more

Worst service ever! It seems like this company is run by bunch of baboons!!! If they don't miss the delivery, they short you and don't give you the entire order. I'm giving them one last try, next time they mess up, they're gone! read more