11/10/25 Get this, MONTHS after cancelling service l received a new bill for a monthly fee . We have neither equipment nor their bottles , what l want to say something very ugly , but l wont . I hope people stay away from them ! read more

They kept postponing the deliveries. We haven't even gotten our water, we just finished one gallon to its final. We cannot seem to call them to get them delivered. read more

Have had an account for decades! First Diamond Springs who were awesome and then Crystal Springs who bought them. We have been attempting to get a delivery for 3 weeks now. Waited on hold for 2 hours just to have Ian in the support department lie to me. Waited on hold another 2 hours and thought I had the issue resolved only to have them not show up for the third time! We are a business and we need this water to do machine maintenance to keep our machines running. This company is a complete joke! We had another water company come in and bring us free water...I guess we will have to try their service. It can't be any worse than Crystal Springs! read more

Terrible. If I could give 0 stars i would. Was a Diamond Spring customer, service was great and water was delivered dependably. Since Primo took over 4 months ago, they have not been able to make a single delivery or pick up the empties after cancelling. They have missed every date they say and never follow through. Switched to Le Bleu and they are great. read more

They are the worst water company I have ever seen in my life. They don't do anything. They say they're gonna do. I've had empty bottles. They're supposed to pick up for two weeks now and still haven't picked up yet every day they tell me they're gonna pick them up and they don't read more

I was promised delivery every day for a week and a half and it would never come. I was promised ever day for a week that a manager would call, but they never would. I tried to cancel my membership but got the run around on that. I do not recommend read more

We were a Diamond Springs Water customer for over 20+ years until it was sold to Primo Water. We went from a family run company with exemplary customer service to a horrible customer oriented company. on top of that they have levied exorbitant fees and delivery charges. It has been a total nightmare. read more

I had an automated every 4 week delivery. I have not recieved any water since May. Also I have called and have been given 7 different delivery dates and still have not recieved anything. I supposed to have a cooler swapalso. Nope haven't gotten that either. It is beyound rediculous. I was told a message have been sent for a higher up to call me and that has not happened either. I would not recommend this company to no one. I truly miss diamond springs where I had great customer service. This company do not care read more

This company refuses to be held accountable for its shortcomings. At the very least acknowledging that errors were made on their part would've been respected. Instead the owner told me that delivery is a new service for them. As if that means it's ok for them to provide their customers with misinformation or in some instances no information at all. If only there were negative stars. I forgot to add the message from the owner requesting you to private message them with your contact information is a joke. They have no worthwhile information to provide and won't do anything to address your concerns. I wish I would've remembered to check Yelp before I signed up for this "service"; if you can even call it that. read more

We have had delivery issues for months. Our delivery was supposed to be on Wednesday, they missed it. I called, they said we'd get it Thursday. I call Thursday morning to make sure we were going to get it, they confirmed we would. 4:30, no delivery, I call again, now they can't deliver until next Thursday? They escalate the call, they *might* be able to deliver on Monday, if the branch agrees, it was "too late" for them to request Friday, even though I was supposed to have it yesterday. Then they tell me that the product we've been using for a decade was discontinued. There had been no outreach from the company to let us know that they couldn't fulfill the order and we'd need to pick a new product. I'm quoted $16.49 for the new product now I look at the website and see that it's actually $7.99???? By far the absolute worst customer service I have ever experienced. I will be advocating to my colleagues that we need a new service. read more

Just an update- no one EVER called me. No one ever resolved the issue. It did get worse though! They then said I had a balance of $0.00 due and needed to pay that to get my delivery. I said sure, please charge the $0.00. But they couldn't, because it was $0. Make it make sense. read more

For 15 years Diamond Springs was the best...then Diamond Springs changed over to Crystal Springs..with a few hicupps, we managed. Now has changed hands again to Primo Water! Just the worst at customer service and too many delivery issues to count . For a water company this big, you would think their transferring would have gone smoother. Looking for a new Company!!! read more

I was just threatened by the water delivery person all because I refuse to take water that I did not order. I asked for the customer service number and he refused to provide it. Since the merger, we do not have a way of getting in touch with the company. read more

Crystal Springs has been terrible. I've been a Diamond Springs customer for many years and the drivers always knew where to pick up my empties. Now the drivers are terrible. Missed picking up my 5 bottles, so they charged me for 5 new water bottle deposits. I called and the customer service was ineffective and useless. They scheduled a pickup for the empties a day later but the driver stopped at my house, never got out and then took off, I called again and the rep told me that wasn't my driver and that they will be picking up before 5pm. Well what do you think happened? The bottles are still sitting a day later. Terrible. read more

Still waiting on water delivery. I called three weeks ago and no show. I called again and they said today. Still no water refill bottles delivered. read more

I had hopes that the delivery would come today as scheduled. Unfortunately I received an email around 3 pm saying that there were delays in my area and they were working diligently to reschedule. No new date was listed and apparently the same cycle of rescheduling that went on 2 weeks ago is starting all over again. So disappointing! 7-10 UPDATE My water was delivered today. read more

Would leave 0 stars if possible. This company is absolute garbage and honestly unsure how they even stay in business. No one answers the phone when you call. No one calls when they say they will. They have literally never once delivered something on the day they said they will and are routinely late, rude, unhelpful, and downright unprofessional. Wildly disorganized. We have been waiting for our water dispenser delivery for over two weeks and whenever I call they say it'll be delivered that day only for, guess what, it not to be. Y'all suck. Do better. read more

Received my first bill from them after being a longtime DIamonds Springs customer. Too bad they bought out Diamond! "Welcome to Crystal Springs! We will now be charging you an EXTRA $14.00 a month to just to deliver, PLUS an $6.00/month to keep mailing you a bill." Talk about a money grab. Bye bye~ read more

Been a Diamond Springs customer for years and now it turned into Crystal springs, and the delivery charge went from 3.50 to 13.99. The website with my account isn't all that spectacular, it takes a minute to find and decipher your bill/ invoice. It would have been nice to of had some notice about the 250% delivery price incease. I inquired abour it through the "contact us -customer support" and never recieved a reply, thats a good indicator of how well they think of their customers. I'll be shopping around fo a better deal for sure. Update: Using the customer support portal on my account website and trying to contact Crystal Springs customer service to help me was a difficult process but Michael P contacted me after he seen my concerns on Yelp and he has been a tremendous help to me and worked with me to resolve all my issues. I really appreciate his help. read more

Another unhappy customer with Crystal Springs. Was a Diamond Springs customer and never had a problem. Since Crystal Springs has taken over, I haven't had a correct ordered delivered yet. I'm currently going on week three with no water delivery, however every day I get an email stating today is the delivery day. Later in the same day, I get another email saying the delivery is delayed. Every time I call I get a different reason why. read more

Train wreck of a service. Truly a frustrating experience from end to end. The only bright spot is the polite customer service team that unfortunately is highly experienced in dealing with pissed off customers. Four deliveries in a row over a week late each. I order more than the average customer and yet this company does not care enough to keep my business. I strongly urge anyone reading this to find another service as I am. Crystal Springs at the rate you are going it won't be long before you reach insolvency. read more

Diamond Springs provided great and timely service. However, since they were purchased by Crystal Springs/Primo Water, we have had extensive service delays and very poor response to requests. Can no longer recommend them. read more

Crystal Springs/Primo is a despicable entity! Customer Service (when you can get through to them) is rude and never follows up; our route manager still hasn't set us his voicemail (but it's only been 4 months!); website is a joke to try to set up extra deliveries/change options. We are desperately looking for an alternative. We would nothing more than to shut down our account with them. HELP!! Any suggestions out there and certainly welcomed. read more

Very hit or miss if you get your water delivered or not. I was eventually able to get my water delivered one month later but this was after talking to an extensive amount of people and being falsely reassured that my water was getting delivered when it was not. read more

Signed up at Costco. I can't believe Costco is doing business with this company! When you call customer service, get ready for a 25 minute wait until somebody answers. This happened to me four times today! They deliver orders that I cancelled and didn't deliver a cooler that I ordered. When they finally delivered the right cooler this evening, the driver set it up for me. As soon as he walked out my door, I smelled something burning and smoke was coming out of the machine. Thank goodness I was right there to prevent a house fire. I ran out and asked the driver to get it out of my house. A manager I talked to said that ALL of their coolers are refurbished. A rep told me that this happened to another customer in the last few months. I will buy my own new cooler at Costco and I can then sleep at night. read more

It's a shame you can't give negative stars!!! I am another Costco signee and agree I can't believe Costco is doing business with this company. Not only did they not deliver the water and cooler when they said they would,They haven't picked it up when they said they would. I can't believe this company is still in business!! TOTAL waste of time believe me you're going to waste a lot of time -A LOT OF TIME!!! I MEAN A LOT OF TIME TRYING TO GET THEM TO PICK UP THEIR OWN EQUIPMENT! My equipment was supposed to be picked up yesterday but I guess like the delivery it will be a few weeks late also, so it will sit on my porch being an eyesore, gathering dust & maybe mice since I live out in the county. My next steps are contacting Costco and tell them what I think of this partnership, if they like it or not and then the BBB. This is absolutely unacceptable practice from a business. Hopefully with reviews like this and people going to the BBB over the unacceptable business practices they won't be in business much longer. Add to this you can't file a complaint with the BBB on them because they aren't listed as CRYSTAL SPRINGS!!!! The only one that is, in Maryland has an F rating, imagine that! So I wonder, what name they are legally using to do business under, I also tried Primo Water, not that either! read more

HORRIBLE customer service. NEVER deliver on time! IM DEAD FROM DEHYDRATION!! Avoid this company. If you call the 800#, you'll be on hold at least 30 minutes. They suck! read more

If I could give no stars I would. We have had this water delivery for almost 15 years. In the last 2 years even before covid, we started having issues with deliveries. Its not that difficult to read an order that says leave 5 bottles every month, and just leave whatever they feel like. And to try to get them to re deliver is impossible, just as trying to get a person to talk to on the phone. It is absurd to be on hold over an hour to discuss their mistakes. Its worth the few extra dollars to go with another company than to use this one. I literally chased the truck out of my driveway trying to flag them down for not delivering the correct amount. Driver was oblivious. Dirty bottles, bad service and you would think a long standing customer they wouldn't want to lose. Why did we stay so long???? read more

One of the worst experiences I have ever had. Setup date not met, water not placed on hold when asked, more water being delivered then asked for, phone just rings at office, cancellation date not met, water being delivered AFTER cancellation, company has no record of cancellation AFTER they pick up water and cooler, still charging me for water not received and NOT wanted. STILL going around with Crystal Springs to STOP deliveries! DO NOT USE THIS COMPANY FOR WATER NEEDS *STAY AWAY* read more

Do NOT set up an account with these people! We signed up a week ago to get water delivery starting yesterday. They didn't show up so called them and got told they'd show up today. Nothing. So on the line now, 5 people so far who can only "set up" an account but can't cancel one. Still on hold doing the pass-off's. We are not getting this resolved tonight. These people are AWFUL!! As soon as we can get someone to cancel us we're moving on. UPDATE: As of about 2 minutes after I wrote this review, a driver showed up with our water. He was very nice and explained to us to never call customer service, just deal with our driver in the future. That tells us everything! Their customer service is a call center out of state and they really are AWFUL! read more

Don't waste your time or money! Original set up/delivery was rescheduled the day before because "I was never told about you." When he finally came, he was two hours late and brought the wrong water. The next delivery was late. The next time, he didn't show up at all. When I sent an email, I was told he would be there two days later. He didn't show again. I am still waiting... and looking for a new company. SHAME ON YOU! (And this seems to be a problem at all of their locations... just look at the Google and Yelp reviews.) I wish I had before I ordered from them. read more

I have been dealing with Crystal Springs for approximately 6 years. Recently I have had a very bad experience. One of their field representatives lied and said he delivered water to me and he did not. They took money from my account for the supposed delivery. Once I notified the company they said it would take 24 to 48 hours to be reimbursed. It has now been 3 weeks and the supervisors are backing the representative and they are refusing to reimburse me the funds which was wrongfully taken. I have proof through texts that he did not deliver any water to my home but Crystal Springs still refusing to pay me what they wrongfully took. I will not ever deal with this dishonest company again read more

I set this service up on 23Jul17 at Costco's. I figured that Costco would carefully screen vendors to ensure that they are ethical and trustworthy to solicit in their clubs. For starters, absolutely no one bothered to contact me within the 3 business days to set up a delivery date as indicated on the confirmation email that was sent to me from the Ipad rep. That was strike one. It was not until Friday, 28Jul17, after I called Costco's water service toll free number, 888-432-4823, to find out what was going on with my cooler and water and why no one had contacted me when I was informed that an appointment was already scheduled, not confirmed with me, on Monday, 31Jul17 from 0800 - 1200 hrs. That is not a date that I would have agreed to, but it had been over a week and I was anxious to get my cooler and water. I don't receive a good signal in my home. So, that is another reason that I would not have wanted my order delivered on that day since I was going to be off instead of at work. That was strike two. I specifically informed Tony at customer service to annotate on my account/profile that someone will need to email me, not call me. I also informed the rep at Costco when I set up the order and it was documented on my account as if it was not a problem. Each of them supposedly annotated on my account that an email should be sent to communicate with me. After waiting over half of the day on my day off that Monday, 31Jul17, I discovered after 1300 hours that a cooler and 4 bottles of water were left on my porch as I opened my front door getting ready to leave my home. That is not what I agreed to when I initiated this service and asked if the cooler would be installed. I was assured that it would be, yet here it is these items are sitting on my porch. That was strike three. To add further insult to injury, the water bottles looked dirty and the cooler was definitely raggedy looking and dirty. I contacted Costco's customer service to have these items picked up immediately as I refuse to pay for such items and/or service. That did not happen. Those items are still on my porch. By the way, I called the Costco club that I initiated the service from in Richmond, VA and the manger, Lenny wasted my time by supposedly taking my member number and phone number, but failed to follow up with me. I never would have accepted this dirty looking, raggedy cooler/water and I refuse to pay for them just because they were left on my porch. They will remain on the porch until someone from this company removes them from my home. I will dispute any charges this company attempts to charge against my credit card as I did not accept these items and I will be filing a complaint with the Better Business Bureau (BBB) and the Federal Trade Commission (FTC), if these things are not picked up by Wednesday, 02Aug17. By the way, the message playing while leaving customers on hold forever is clearly outdated as it indicates something to the effect that they strive to provide outstanding customer service. This experience is faaaaar from an outstanding service. There are numerous complaints online from Costco members regarding this water service all over the country. I would strongly recommend that anyone stay far away Crystal Springs water, as well as, Costco water services, which has proven to be an unethical, incompetent, unprofessional, company. Shame on Costco for condoning this type of service for its members. read more

I wrote a review a month ago and here we go again. Bottom line is we have had water delivery through Crystal Springs some time. We had a driver change.Our drive is too steep for the truck to drive up. Old driver parked at the bottom. New driver gunned his truck to make it up the drive bottoming out , cracking my driveway(I can only imagine what the underside of his truck looks like).I called 4 times to ask that they inform him to park and walk up instead of trashing the drive. He apparently got the message and in retaliation just stopped delivering. Branch Manager had to deliver water in his personal vehicle last time and here we are again on our scheduled delivery day and no water. Clearly the Company values their delivery driver that destroys customer property repeatedly more than their customer. I am livid and demand this not be a regular occurrence. I have given chance after chance and am at the end of my rope. Fix the problems Or you will lose a customer and get a bill for my driveway repair . read more

My place of business received an obscenely large invoice. It was more than double even our highest invoice in years of dealing with Crystal Springs. I spent *hours* on the phone with multiple customer service reps who assured me they would have a supervisor come on site to review actual water bottles on hand vs what we being charged for because I assume they were confusing us with another location. Nobody came. I was assured a credit would be issued when I threatened to end service. We never got a credit. We then went from an over $700 bill to a $17 bill. It was not due to a credit. It was because they stopped showing up. When they did show up they only brought 4 coolers vs the 25-30 we usually received. They were scheduled to come again on 2/4 and it's now 2/6 and no delivery. We've had to buy our own water coolers for our workers. When I call the customer service representatives "seem" kind and concerned but when it comes down to it, it is just lip service. Crystal Springs does not care about it's customers. We've had ongoing issues for MONTHS and not once has a supervisor called us back. read more