This is the second month in a row that I have had problems with delivery. Last month I was supposed to get a delivery on Monday. Monday came no delivery but got an email saying delivery delayed until Tuesday. Tuesday came and no delivery but another email saying delivery delayed until Wednesday. Wednesday came with no delivery but got another email say delivery delayed until Thursday. Thursday came and no delivery an another email saying it is delayed until Friday. Friday we finally got delivery. The exact thing happened this month and hopefully delivery is tomorrow (Friday). Last month they failed to pick up half the empty bottles that were left out. You cannot talk to anyone locally as all calls are routed to a call center. From the heavy, hard to understand accents of the call center people it sounds like the Philippines. Call center people tell you they don't have a supervisor that I can talk to and they can't transfer me to a local number. Last chance is tomorrow... then I'm done! read more

Poor they stop sending me a bill when I told the driver the cooler stop working he call it in but I got nothing 3 months or more the driver came by to check on the water saw I never got another one he had one change it out with another one the driver was great but the company not at all read more

Numerous times deliveries were incorrect and/or bottles were leaking and could not get replaced and was still charged. When closing the account was given a date/window when the equipment and empty bottles would be picked up. No one showed up. Called customer care they said they would have the driver call. That was Friday afternoon this is Monday morning no call! read more

I am having extreme difficulty getting my refund for bottle that were picked up at the end of my time with them, as I was moving. This is no way to treat people. As a local Realtor with the premier company in Wilmington, NC, I will tell you that if this is not remedied soon I will be telling the story in our broadcasted weekly meeting to over 800 Realtor associates in the area. read more

Worst company I've EVER dealt with, period! Customer service is horrible, and refunds, non existent. Do yourself a favor and stay away...far, far away from this company~ read more

Terrible customer service, constant & reoccurring water delivery cancellations which are confirmed several times but always get canceled on the day of delivery. Tons of excuses "truck broke down" is the typical excuse. This company does not care at all about their customers. Cancelled service - been 1 month and my equipment still has not been picked up. Major issues with this company.... stay away getting water should not be this hard!! read more

We have used this company for quite a few years now and never had any issues until recently. They have moved our delivery dates, even billing us for a delivery that did not happen. The biggest issue is, I have told them repeatedly and even have it written in a couple of different spots in our account that our office does not open until 9 AM so do not deliver before then. Once again, this month they left the water outside our back door and did not pick up the 13 empty bottles inside our office. I have reached out to the call center who says someone from the local branch will be in touch but that has not happened yet. It is so frustrating that this continually happens despite being addressed after every delivery. After reading everyone's reviews, I may need to jump on their train and find another water delivery service. read more

We had this service for three years and it started out great. About 18 months in our deliveries became sporadic sometimes two weeks after they were scheduled. Also closing the account was time consuming and way too difficult. read more

Horrible! They lie about service and change orders and delivery dates without informing the customer. Never trust people who don't keep their word. read more

Had an equipment failure and they have moved the delivery of a replacement cooler multiple times without any advanced notice. Called customer service multiple times and only got excuses still waiting for a replacement and a call from the district manager. They have no regard for their customers at all. They do however waist no time billing your credit card. Satisfied customers is not a priority. So another day has come and gone, no replacement and no call from the local manager. Did get a call from corporate and was assured it would br scalated again and the local manager would call me. Just seems to be more lip service i have a hard time understanding why Costco still uses them as a provider read more

Once again last Friday I watched neighbors all around me get their water delivered by this company while I got nothing. So as far as the "truck broke down" or "short staffed" excuses I keep getting don't make sense due to the fact you can deliver to my neighbors. This is the 3rd time this has happened - seriously inexcusable. My last delivery was Feb 3rd and my next scheduled is March 3rd. I did just talk to someone that said they would deliver tomorrow but I find that hard to believe since I also talked to someone Friday that told me they would deliver this past Saturday - empty bottles since sitting outside waiting. On a good note the person at the national call center was very nice on the phone; however, I need reliable water delivery. If this cannot be worked out I would like to cancel account right away. I don't know if this is a Wilmington issue or broader and I really don't care....please advise this is corrected or cancel my account. read more

I have been using this company for 3 or more years now. Initially I was paying $5.99 a bottle. Every few months the price would go up 50 cents without notice. I continued to pay because I live in an area with terrible water and me and my daughter drink a lot of water so it was still worth it to me. I have 3 bottles delivered every 2 weeks now at $8.49 a bottle for a total of $25.47 plus $4.99 monthly rental fee for the water cooler. This costs me roughly $56 a month. My my recent bi-weekly statement was $77 instead of the normal $17-25 (depending on how many bottles I order). I knew it was wrong so I called Crystal Springs (now owned by Primo water) and was told that they now charge a $13.99 delivery fee on every delivery. They said it went into effect Jan 8th. And that it was printed on my 1/28 bill effective immediately and they were back charging me for my prior deliveries! This is illegal and if they've done this to all of their customers they've scammed hundreds, potentially thousands of customers out of money. I have cancelled tomorrows delivery and will be taking my business elsewhere. And I can guarantee that a good chunk of the 9 clients I have referred, whom also signed up for service, will be leaving with me. Sad that greed has turned a once good company into a 1 star scam company. I will also be filing a dispute with my credit card company for the additional charges that I never approved or was made aware of. read more

2nd comment - 3 5 gal bottles need to be returned. Driver stated not showing - not true, I sat here all day waiting for him so I wouldn't miss. Bottles were outside. Called for address to deliver myself for refund - no response from anyone. I am surprised they are still in business. read more

I have repeatedly requested delivery and they randomly change my delivery dates and ignore the additional orders I place through their app. Even after calling and placing an order directly through customer service, they won't come. I'll find another service, Crystal springs is AWFUL. read more

We had this service in Jersey prior to relocating to nc. The service here is horrible. They skip deliverers,do not pick up their equipment or empty bottles. Trying to call again and I have been on hold over 20 minutes. I cancelled service after being skipped several times for delivery. It is over two months and I can not even get them to get their items. Customer service etc is unacceptable. How could they even be in business here. Even over a month ago the markets did not even have the water . They had delivery problems. Very sad customers get treated poorly. I Am still on hold waiting to speak to someone to get the equipment so I do not get charged. They are taking up Space and I want them picked up. Think twice before you deal with this company. I would not even give them any stars.well here we are our items are still outside waiting for pick up. We cancelled our service a month ago because of failed delivery of our water Now we can not even get our items removed. Even after talking to management . Very poor customer service. Please think twice before starting service with company. If you do use them you will be very disappointed.finally today feb5 after a supervisor helped us the bottles and equipment were picked up and out of our yard. Thank you David for helping us. read more

this is the WORST water company. the first month was great, our 2 deliveries came on time and they picked up the recycling as usual. The second month, our 1st order was "delayed" (aka canceled). They would then update us with our new delivery date which would be the 2nd date where we should be getting out 2nd order. And that one would be delayed/canceled as well. Customer service said they'd get water to us urgently. Never received it. So we canceled the service and they were supposed to come pick up their water dispensing machine today. but guess who didn't show up? read more

I have never had an experience with any company as I have Crystal Springs. They have been delivering water to my house charging me for water I haven't ordered changing my orders online delivering nine bottles instead of four bottles not allowing me to terminate my contract after contacting three representatives and continue to drop off bottles that I never scheduled I was told a driver would pick up the full bottles that weren't ordered and no driver ever arrived they also indicated they may not take the price off my bill. I now have 12 full bottles of water 7 empties and no where to store these. The customer service person was unbelievably rude and unprofessional. you're unable to take your credit card off their website and unable to terminate the contract with them. This company needs to be sued! Please don't ever ever use them. read more

Unreliable service!!!! If I could give -0 stars I would. This by far has been the worst experience with a business. DO NOT WASTE YOUR TIME! Our first couple of months were ok. They could never get my order right for some reason and as many times as I tried talking to customer service, nothing ever changed. Now it's been over a month since we've gotten water!!! I've called multiple times and they said they were down a couple drivers, which ok, I get that. But at this point, I'm cancelling our service because this is an unacceptable. read more

Unbelievable company and not in a good way . I have called 4 to 5 times for someone to come out and take care of my cooler instead of doing that they left me a new cooler outside which didn't solve my problem when I ask him again they did the same thing again when I asked him yesterday they were supposed to come yesterday the day before a date for that in today and guess what they didn't come getting rid of the service don't start with it if you have it yet read more

Despite canceling our service, Crystal Springs continues to charge our credit card account despite having sent a notice acknowledging the cancellation of service notice and picking up our dispenser and final empty bottles! We have to keep challenging the charges with our Bank. Unbelievable! read more

This is a company that CANNOT deliver its product to its customers on a consistant and reliable basis. I highly recommend considering another company. Crystal Springs constanly reschedules, and flat out cancels, delivery service WITHOUT warning. My establishment rents equipment from Crystal Springs that we CANNOT use because water delivery is either postponed or does not come. There is absolutely no way I'd recommend this "service." read more

Not sure what's going on with this company but they kept postponing my water delivery over a two week period. Very close to canceling my water delivery and going with another company. read more

I'm going to make this very clear- STAY AWAY from this business. This is the only time I've ever wanted to give a less than one star review but this company is deserving of it. I've had Crystal Springs Water service for a while now. I've been receiving invoices for my auto-drafted account and thought nothing of it. I went to log in to check my delivery schedule and saw a notification stating that my billing account was inactive. This seemed a bit odd to me, so I called the company. I was shocked to learn that my credit card had been denied since October and my account was sent to a collections agency. I had no idea that this happened, and had been receiving invoices which I assumed were auto-drafted as usual, and deliveries as usual. There was absolutely no notification provided to me that there was anything wrong with my account, no phone call or letter, nothing. I even tried to log onto my account to see if I could see notification of a balance but I'm locked out. I am now awaiting a call back from the company to pay off my bill. I have scheduled pick up of my cooler and water jugs. STAY AWAY from this company. I have NEVER had an issue that has led to my account being sent to a collections agency. To say I'm mad is an understatement. read more

Non-existent customer service - it's really Zero Stars. Very disappointing to have a good quality product and lousy service. If you're in Wilmington - find another vendor! No showed twice, reschedule twice, and still waiting. I've been a customer since late August, but have spent more time calling customer service than I have with other vendors I've used for 15+ years. If the local office has such dire staffing issues, it should close. read more

Long time customer. Repeated service delivery no-shows recently. National customer service does not resolve issues, only reports the bad news that local trucks are not running. read more

this company is horrible. we've had them for a couple of years now and you can't Ever reach the actual Wilmington branch. they always move our delivery dates without notification. then they just don't show up but they have no problem taking your money!! the fact that every time this happens I call the customer service number, they always tell me they can never even reach the branch location. I'm starting to think no one actually works there!! horrible!! read more

This water company needs some help both from a customer service standpoint communicating with their customers of any delays, rescheduling, etc. We had been waiting for 3 weeks past the original delivery date for pick up of used bottles and drop off of new supplies. Instead, of communicating that there was an issue delivering, they just do a 'no show' multiple times. We had a enough and moved on to a better supplier. The water is actually better as well. Doesn't leave a mineral deposit on the dispenser. Be aware that you will get poor and inconsistent service from this company. Not recommended. read more

So I waited until Monday morning at 8 am when the customer service call center was open. I will give high marks to the women I spoke to for their kindness. But I never blame the voice on the other end of the line. It's middle management that screws it up. PRIMO water out of Florida has Crystal Springs and others under one group. They need help understanding the basics of a water delivery service. Keep your promises, have customer service help 7 days a week and people will forgive the occasional glitch. I have stopped my service from PRIMO and gone to Culligan. Culligan was in contact with me from the first moment I emailed them. I now have a dependable water delivery service. I wish this had gone smoother for Crystal Springs. I like to keep my business local when I can. But I have to know my delivery will be there and I feel this is asking only a little from a water delivery company. read more

Great water but TERRIBLE service- went months with no water. although they kept promising us delivery and we'd put out the empty bottles, but no one came. Finally they got the water delivery back on schedule. In June I tried to exchange the dispenser we rent from them. Another aggravating show of ineptitude and broken promises. First they delivered the wrong one (a top loader....no thanks). Promised me they would come pick it up and deliver the correct one on 4 different dates (meaning that I had to lug their mistaken delivery out onto the porch 4 times) and, you guessed it, the didn't show up to pick it up. Plus, I run a B&B out of my home, so a huge water dispenser out on the front porch looks unsightly. After 2 weeks of this nonsense, I finally bought my own water dispenser online, and told Crystal Springs/Primo that if they didn't come pick up this top loader, which I had NOT ordered, I would drag it out to the street. They said I couldn't do that because I was responsible for it until they could pick it up. I told them they were absolutely wrong. They picked it up the next day. This business really sucks. read more

Actually ZERO stars. Customer Service is horrible. We relocated from FL where we never once had a problem with delivery. Now since transferring our service to Jacksonville we've been waiting on water for 3 weeks. They no showed twice and cancelled once again today, but not until 4:45pm. We keep getting the run around about issues with their trucks, but only after we call in to speak with Customer Service. As an established business the least they could do is call to reschedule if they aren't able to make it. I suggest you go with another water delivery service if you want to receive water. read more

Terrible customer service!!! We rent a water dispenser from them and have had to call three times to get a new one because they have all leaked water and caused severe water damage to our kitchen floor. The third time we called to complain the customer service lady sounded very robotic and didn't even apologize. They acted like we were merely calling to upgrade and didn't even acknowledge that our kitchen floor has water damage. At the end she said is there anything else we can do? Uhhh yes get us a dispenser that works! read more

Poor customer service, long wait times, missed deliveries and have had their equipment sitting on my porch for weeks now because they can't even schedule a pickup after I cancelled my order. Do yourself a favor and grab from the store or refill station. read more

Delivery driver rear ended me and then lied about it and purposefully got rid of the dash cam footage.

Water is good, delivery and service are deplorable. We cancelled one delivery order for 8 bottles online (as recommended) but evidently nobody looks at the change orders and we had the 8 bottles delivered anyway. We called to tell them we didn't need/want them and to come back and get them. They scheduled to come pick them up the next day but never came. Called again, promised us they would pick them up the following day... guess what? never came. We called immediately when we got the text that they "missed" us at 3:15 PM (long before their 5 PM quitting time) and we were told there was nothing they could do. Oh, I forgot to tell you the date - 12/23/21. So now they told us they wouldn't have anyone to get the bottles until 12/27/21 due to the Christmas holiday!!! So now we had 8 bottles of water on our front porch for Christmas!! Called to complain and got nowhere - the district manager would not call us and the poor girl on the phone could do nothing. The message from the district manager was that if we didn't want to have the water on our porch for 4 days (over Christmas) that we could bring it down to the office!!! APPALLING!!! We called Costco as well and they are reviewing the company's service. We were hoping someone would steal the water while we were away. I am sure we will now have to fight the charges for water we didn't want AND cancelled per their instructions. read more

Do not use! Unreliable. Missed 3 deliveries in a row. We switched to another vendor.

THE WORST!!! For months i had an incorrect bill. Between their drivers and their customer service, this is the worst delivery company I have ever worked with. I just recently was notified of a bill for product they picked up when i finally cancelled the service. PLEASE do not use this service. I am going to make sure everyone that gets this service in my neighborhood knows of my experience. read more

worst service I've ever seen, local office is useless and doesn't care about any of the employees or what they do, I've gotten multiple drop offs which were the wrong equipment or just plain take my equipment and leave me with nothing......save your time and use another company if you're in Wilmington. read more

Crystal waters wants to nickel and dime you as a customer! I paid my bill on time and when time came to get my delivery they no showed with the excuse that I owed then $5.12 for my cooler that was already paid for! read more

Just canceled our service after 4 years. I have had similar problems with them before, but cut them a break because it was about the time everyone was coming out of the Covid fog last summer. However, this was ridiculous. We had a delivery schedule for 4 bottles. Only 1 bottle was delivered. I called customer service within about 30 min to an hour of the delivery and the nice person on the phone said he was texting the driver right away and that the rest of my delivery would be dropped off that day. I made it clear that if it did not come that day I would need it within the week. After 4 days it had not arrived. I called to make sure it was on the way before we ran out of water, the nice person on the phone said that her computer said that it was coming on Thursday, but that she would put in a rush for Tuesday (the next day). She assured me that if it did not come Tues. it would definitely come Thurs. It did not come on either day. I contacted then again that Thursday afternoon and asked if it was coming, she said my appointment had been moved to Saturday; I told her that i no longer believed the computers and that she should tell the manager to have it to me by the next day or i would be cancelling, because at that point i would have to go out and pick up my own water so why should I be paying them for that service. She said she sent the note to the manager. Nothing showed up the next day. I called that afternoon and told the customer service person the whole issue and said that I would be now cancelling. He asked for a moment to see if there was something they could do to keep my business, he puts me on hold. He comes back and says that he spoke to the manager and that the delivery was definitely coming the next day and that the manager said HE WOULD WAVE THE DELIVERY FEE. WAVE THE DELIVERY FEE????? For the bottles that HE WAS SUPPOSED TO DELIVER TWO WEEKS BEFORE???? It was insulting, it was idiotic, it was the WORST customer service move I have ever seen. All he had to do was make a real peace offering, an actual deal and I probably would have said okay. I cancelled. Now let's talk about the equipment pick up. I was going out of town the next day, so I specifically scheduled the pick up for this week-- but for some reason later that same day I get a call from the manager who leaves a voicemail telling me to leave out the equipment for him to pick up the next day. I missed the call and wasn't going to be home anyway, as I'd already explained to customer service. BUT he finally calls me when I cancel to immediately come out to my house?? but made no effort in the previous 2 weeks to resolve my issue and get me the water that HE never dropped off?? (they told me it was the manager doing the actually deliveries!). Terrible. So, I get back from out of town and call to confirm that the pick up was still happening on schedule, and customer service tells me that it actually its been moved up to today so to put it out. Guess what's still sitting out in front of my house at the end of the day? They said that he was down 2 trucks and had no drivers. Well guess what? That means you're no longer a delivery service. Either way Primo the parent company who's customer service agents are all just lovely, also made no effort to resolve the issue when i spoke to the final persona and clearly take no responsibility for the poor management of their franchises so I will make sure not to use Primo or crystal springs, or any of its affiliate water companies ever again. read more

0 stars is most accurate. My first machine was just left on the porch-no help with set up. I was waiting inside. It would have taken the driver 3-4 minutes to say hello and get my machine started. Not knowing what I was doing, it took me about an hour to figure out that the machine didn't work properly. The directions on the machine are different than the ones they have online. I'm still not sure whether you take the top off the bottle or pierce it? When I called for help, I had to wait over an hour to talk to a representative. I was told the driver would fix or switch out my machine for a new one so I stayed home again, waiting. Surprise!-no knock again-just another machine left on the porch. More wasted time and this machine doesn't dispense hot water either. Now I have 2 machines that don't work!! I have never had such poor customer service. I'm on hold now, waiting to cancel. It's been 30 minutes so far. Steer clear of this company! Addendum: The phone call from start to finish was 1 hour and 46 minutes. Don't tell people their average wait time is 15 minutes if it isn't. Yes, there was an option for a call back instead, but that wouldn't have changed the wait time. A very nice woman named Brandy in the cancellation department helped me check the machines to insure that they weren't heating water properly. She gets 5 stars for listening to my frustration tirade and remaining calm and professional. You lost a customer because you wouldn't put on a mask and spend 4 minutes helping me on day 1. I would have gladly worn a mask as well. The risk to your driver is no greater than going to the grocery store which most all of us are doing now. No contact delivery is fine for established customers, but new customers need a little extra help. Culligan here I come! read more