They have discontinued there best water. now forcing primo brands down our throats, literally. Primo has fully dismantled deep rock water and they don't even care. They randomly cut off the our service and drop off what ever they want, not even telling you they are discontinuing your water. I would of bought a 100 bottles before being forced to drink there bleach water read more

The customer service here is absolutely terrible. It felt like the staff lacked even the most basic communication or customer service skills. I won't be returning--I'd rather head to the mountains and bottle my own water than shop here again. read more

I would give it half a star, but I don't have that option. Poor Customer service!!! I just want to get my cooler exchange and nothing has happen. It's been close to a month now. read more

I have YET to have a correct order. This all started because I had some plastic cups added to my order. They were delivered, and were so nasty (packaging torn and dirt inside) that they are unusable. I called their customer service number (could barely understand the person on the other end, asked to speak to someone local or that spoke English, no luck there), they said they would replace them up the next day. I wasted the entire day and they didn't come. I called back, they said sorry, we will pick them up tomorrow, again, waisted my ENTIRE DAY and no show. It has been a week now, and they have done NOTHING. I have wasted an entire WEEK waiting for them to REPLACE the cups, and still nothing. I tried contacting my LOCAL Deep Rock office, and their customer service (who has been very difficult to understand on any of the calls I have made) tells me they can not give out that number, and that they can have the branch manager contact me within 72 hours. You can have water delivered from Walmart for a whole lot less. I will be having them pick up their equipment immediately. I have given them multiple opportunities to rectify the issue, and NOTHING. DO NOT use Deep Rock, or PRIMO Water products. read more

So I never got as far as receiving water from this company. I ordered, I was excited to get my cooler and water. On delivery day I got a message saying they had my order and we're on their way. I went on the app and looked at the progress. Order in, on the truck, out for delivery. No show. I waited and no contact except a message saying delivery cancelled. Ok. Surely they will contact me to reschedule. I expect too much. I finally call their customer service and they say that they are going to deliver on a certain day. I wasn't available then and could have said that, but hey, I wanted to get my water going. I said ok and changed my schedule around to my own detriment. Oh well. Be nice and patient. Delivery day! Message comes out telling me my order is out for delivery! I check the app and see the same info. This time, I made sure to put turn by turn instructions to my residence just in case. Waited all day. Sun going down and I get a message. No delivery. Ok so now I'm a little insulted. I did everything possible to assist these guys and they didn't show AGAIN. I email and tell them to just cancel it. I'm done getting hosed by these guys. "Area Manager emails me and says they can't find my residence and they have a bad phone number for me. So that's why I put turn by turn instructions in the website for them. Like this is MY fault? I expect too much... So I cancelled and will not go back. I do not recommend the deep rock people or Primo Water. Just too much headache and I'd rather not. Do yourself a favor and pass on these guys. Terrible company, but I expect too much. read more

This company is not worth your time and trouble. Our initial driver was wonderful, very friendly and helpful. My husband and I are both recovering from surgeries, his a very serious one, and our water does not show up last Friday. I discover that they have sent us a POSTCARD at some previous time that says they are having trouble processing our payment. They seem to be the only company in the United States that is now having a problem with the same payment information they have been using for a year. Now is NOT the time for us to have no access to water... the timing is horrible. Why couldn't someone PICK UP THE PHONE and call immediately if there was a "problem"? Today is Thursday. Even if our water is actually delivered tomorrow as promised, it will be the last delivery we accept from them. Our business is going elsewhere. read more

I have lost all faith in this company. For about 3 months, my water delivery went very well. The delivery guys were friendly, if anything was ever late, it usually showed that night. My last delivery was supposed to take place last Friday. I got an email saying my order was delayed. No big deal, it will be there when I wake up. Saturday morning rolls by, and I have a new email saying my delivery will come on Saturday. They apologize for any inconvenience. By the end of Saturday, my delivery still has not shown. I sent an email to the customer service line, and on their website. Now it is Wednesday, I have heard nothing about my delivery, and now the website just erased the Friday delivery as if it never happened with no indication of why it never showed. I will call the customer service line today, but since they only deliver on certain days, I assume I need to wait another 10 days to get my delivery. On all fronts, this is quite frankly pretty horrendous service. Delayed delivery turned into missed delivery turned into no explanation why, followed by nobody responding to my requests. I really hope there's another service around Centennial or I will just simply fill up at Sprouts when I need water. read more

Absolutely, the worst service in the history of any water delivery company. nothing could be worse than dealing with this company. The CEO should be fired. The owner did reach out to me after this review which I though was awesome. Nice to know someone at this company cares about their customers. She was very professional. That's worth another star. read more

Worse customer service than i have ever dealt with They miss your scheduled delivery and charge you double plus your missed delivery You can never speak to anyone as they never answer the phone I was kept on hold for 2 hours and hung up I tried to contact them via online and have yet to receive a response Why does a business offer customer service when they do not actually have it Im cancelling service with them but the only way to inform them will be to put their cooler and a note at my front door It is very pathetic to know a business has no regard for customer care I encourage any one about to start service with them to go else where It will do nothing but frustrate and waste your time I hate that i had to leave the one star because they do not even deserve that read more

The worst customer service I have ever experienced. i've been a customer for 8 months. On multiple occasions, the delivery driver has left an incorrect number of bottles. Most recently, I had had enough. I called customer service. The hold time was over an hour, they told me they couldn't help me because the invoice hadn't been entered yet. I called back the next day - another hour-long wait. They told me they would put a credit on my account for the two extra bottles the driver left. After two weeks, there was no credit. I called back, waited on hold for another hour. They told me it was on my account but the statement hadn't been created yet. It has now been a month, no credit. I will be calling back tomorrow for another long hold without any results, I would imagine. I also left a negative google review. A person from the company responded and asked me reach out to them and provided an email. I wrote an email - no response. I hope this company either goes out of business or gets a major management overhaul. I like their water, but the customer service makes this company worthless. read more

I have been a customer with Deep Rock for several years and have been fairly pleased. Lately, not at all. I moved and called to update address which was painless. HOWEVER, the last 3-4 months have been terrible. The address they were sending my water to doesn't even exist. By the time I got it sorted out I had no water and told lady on phone I needed an extra bottle. Didn't happen. Ran out of water again & now I've been charged for an order I have not received. I was on hold 1.5 hours yesterday and, so far 45mins today. Don't bother calling cause nobody gunna answer. If call volume is that high and y'all truly care have a "press 4 to leave a call back number" instead of us memorizing your hold script. As soon as I get ahold of somebody I'm cancelling and going elsewhere. read more

Our office had an account with Deep Rock. Really long hold time, get disconnected. Have to call multiple times to get someone to answer. For this reason, I canceled the account. It is 9/20/22 and on a monthly basis, I have been trying to get our refund since 6/27/22. I do not recommend this company at all. read more

I have asked Deep Rock to pick up the bottles as they say they own them. They will not come and pick up the bottles. They have scheduled to pick up the bottles numerous times only to never show up to pick up the bottles they own. I am filing a BBB complaint. They refuse to give me the actual date they will pick them up and now I am moving out and the bottles are HERE AT THE FRONT OF THE HOUSE at end of my lease!. I have to have them removed or the landlord will charge me to throw them away!!! I will be charged for the bottles they will not pick up! I am not responsible for bottles not picked up by your service! My service date passed and still no pick up 2 TIMES after 4 phone calls to DENVER OFFICE! BBB COMPLAINT FILED 3/23/2022 read more

WOW. Wow. wow. Never have I ever. BEWARE!! DO NOT USE DEEP ROCK/PRIMO in COLORADO! I have never experienced anything like what I've just been through with Deep Rock/Primo in the Denver Metro area. Their profound incompetence, dishonesty, disrespect, and cowardice have been on embarrassing display for the last 6 week as I have tried everything in my power to receive water delivery from them. I had water delivered once, months ago, and then the chronic problems, lies and broken promises began and continue through this very day. I have spoken to six Deep Rock staff members over the last several weeks and the conversation has been exactly the same every time. "We are so sorry our service has been so poor and that we have been unable to provide basic water delivery service to you multiple times, after promising we would. I'm going to fix it all for you right now, get your account straightened out and make sure we get some water to you as soon as possible." (20 minutes goes by) "OK, I have it all set up now. We will be delivering your water tomorrow. The delivery driver will call you when they are nearby, and again, I am so sorry for your bad experiences with Deep Rock/Primo." SIX times I had this conversation. Six times I trusted it would happen. No water came; no one called me; no one called me back who said they would; no one followed through on straightening out my account when they said they were on it; no one followed through with getting a supervisor to call me back - ever; and finally, no one brought me water. Deep Rock is the only water service that delivers what I need, in my area, and they have taken egregious advantage of this fact. They are not able to actually deliver water. If you decide to call Deep Rock, be prepared to speak, daily, with very pleasant, competent support people [who will soon be moving on because they know they are working for a company that is a nightmarish, chaotic mess]. They will try their best to help you and will be horrified at what you have experienced. But just know, they can't actually help you. They will work hard to help you, but the breakdown is at the top. Bottom line, after the six conversations over several weeks that I've had with this bizarre company, I begged the final support person to find out the truth about what the F was happening. He was nearly as gobsmacked as I was. I had spoken with him TWICE in the chain of the six support people. This support person asked his supervisor and was told that the truth is they don't actually have any drivers for my area. Wowee. They were just lying, over and over, and over, to me. The management of this company does not care whether you receive water or not. They don't care if they lie to you, repeatedly. They don't care if you pay for water you never receive. If this review is published, that means they refused to compensate me for my trouble by comping the water delivery I initially received. No one has EVER offered to compensate me, in any way, for this unprecedented level of incompetence and customer disrespect. Great job, Deep Rock/Primo. Maybe let someone deliver water who can actually carry out that oh-so-difficult mission. read more

Haha, stop telling people to message you when it's impossible! You message her!

I've been waiting for a delivery since before labor day and have been promised a delivery 4 times that never showed! I keep calling and being told that they sent an email to my local office and someone will contact me but that never happens! You guys are keeping members in areas you aren't servicing any longer or are just plain incompetent! Your empty bottles are on the curb. But I'm over your BS! read more

Don't buy Company has major customer service problems and prey on the elderly. Not a good experience. They are a con job and crooks. Will not contact you directly until I receive final bill and someone picks up your equipment. I have been waiting 3 days for pickup. read more

Worst service ever. They keep delaying my water delivery and every time I call they make it sound like they're doing me a favor by trying to get their driver to do their job. They're never truly sorry about the major inconvenience. Im ready to take my business elsewhere and am even willing to pay more if it means I'll be treated how I should be as a paying customer. I don't know what is going on with this company but it is going down hill. Update: there is no where for me to direct message you. I have called the company every day trying to find out when my water will be delivered and still haven't gotten my water. If you can't figure out how to actually deliver to your customers I will go else where. If it's not here by today, which is the latest estimate delivery, I will be canceling tomorrow and letting Costco know the garbage company they are associating with. No one seems to care if I take my business elsewhere either. read more

They most incompetent company I have ever tried and used. We set an order a week prior to my surgery to ensure we had water in the house. First delivery set for this Monday never showed. We called they said they were coming never showed. They rescheduled for Wednesday same thing again this time thr dispenser wasn't available. Rescheduled again for today got canceled on again for no reason. The company doesn't answer phone calls or emails. We had to go to their corporate office to get our money back. We couldn't even get through the first delivery. Im positive a monkey picking its butt could run a better business. Pathetic excuse of a company do not recommend. read more

If I could give them zero stars I would. I have been a customer for over a year. They have missed their scheduled delivery for the past six weeks. I call customer service and they scheduled a special delivery, and they missed that as well. I receive a voice mail the day before to remind me to put out my empty water bottles, thinking that they will deliver this time. Nope, they still don't deliver. I talk to charming people when I call customer service, but they can't do anything. They tell me that they are sorry, or that they will have the regional manager call me, I'm still waiting for that call. This is not a one time occurrence. I have had this issue multiple time over the course of doing business with them. We love their product, hate their service. I will be cancelling my service, and going with a company that is dependable and wants my business. After reading all the bad reviews, it is apparent they don't care. You can bet they will come right away to pick up their water dispenser. read more

I have had deep rock water for about 6 months now. First of all my delivery guy, Lenny is great and I am so glad he is still my delivery guy! I recently move and had a little bit of complication with the new address. The new area manager Ryan is AMAZING! He has stayed in contact with me and has made sure that I receive my bottle water service. Both men go above and beyond their duties to make their customers happy! Thank you guys. read more

If you want reliable service DO NOT purchase water from this company! They skip deliveries and won't call you back and obviously don't care about the medical necessities of their customers!! I have been waiting for 5 days for a delivery! read more

When I initially ordered the service, they never showed up on the scheduled delivery date. After calling the call center on multiple occasions they finally delivered three days after agreed date. He then came the following week to deliver more water and after an hour I noticed the unit was leaking. I called them On Monday and they said they would not be able to be there until Wednesday to replace the cooler, Wednesday came and went with no delivery. Called Thursday and they promised me a call from the local manager and I would get my cooler changed. Needless to say, it never happened. Severely displeased with the service. read more

I have had Deep Rock for my business for approximately 7 years. I went on vacation in the month of March and asked for service to pick back up the following month. I did not get delivery in April, but had a extra bottle, so it was good. I called to ensure my delivery was coming this next week and they said my account was in collections? What... I called them back believing it was a mistake and they said, no, that it had went to collections. Crazy, the bill I have from April 19th reports ZERO balance. So, I asked to speak to managers, asked to speak on a recorded line and let them know, they are horrible at communication and billing. This all ended up to be $62.05 owed. Do Not use Deep Rock, they Deeply Stink! read more

This is literally the worst service I've ever worked with in my entire life. They have never once delivered a correct order or an on time order. It is nearly impossible to get in touch with any customer service representatives and when I do, they inform me that they will put a request in for a next day delivery and still nothing. From other reviews, I can see that this a common issue and I would NEVER recommend using this company. read more

Deep Rock water has skipped my scheduled delivery 2 months in a row without notice or explanations. Super unhappy with this, cancelling tomorrow! read more

Horrible customer service, kept getting delivery for cases of water that I never ordered, yet continued to receive after cancelling several times, they send you paper bills and actually charge you 4.00$ for that piece of pape, even after telling them just use my card on file. Do not use this company. read more

Really disappointed with Deep Rock Water. Very tough to schedule deliveries and they did not remove our equipment when we cancelled. Also never refunded us for equipment and unused bottles. I do not recommend this company. read more

Apparently they take it upon themselves to reschedule your delivery without notifying you of any changes. We get around 30 5g bottles a week delivered and use it in our production. There have been multiple occasions where they have dropped the ball leaving us with employees standing around costing us tens of thousands of dollars. If you can, go with a company that is more reliable. read more

2 years in and so miserable. I'm being over charged for bottles that the website says are one price, but customer service argues with me. I'm on my 3rd unit because the hot water leaks and we end up losing a lot to the floor. Then comes where they take money out of my account whenever they want. Its ridiculous read more

I recently changed my review to a 5 star. Before I had a problem with my water being delivered to the public driveway behind my house, but recently this has been fixed and my water is once again being delivered to my front door. Other than that, I have always been very happy with The quality of the water and the service. read more

Deep Rock has redeemed themselves completely and have proven to be reliable and consistent!

I called the company twice because I never got my water. I never got any water but sure enough they charged my account 2 days after receiving nothing. The person I talked to on the phone tried to sell me everything that was on sale during the summer. This is a very poorly run company and has been that way for many, many years. I don't know what to do but call them again! And that always involves a wait of at least 15-20 minutes. read more

Do not get your bottled water from Deep Rock!! We have been a customer of theirs for 6 years but we have decided to close our account with them because their customer service has become completely unreliable and unacceptable for the third month in a row. They never showed up in June to deliver water and four times they didn't show up to deliver water in July and again this month they did not show up twice already, and now our account shows we are scheduled for a delivery on Sept. 6th, which is Labor Day holiday, so clearly they won't be showing up again then either. We get an automated call stating they will be delivering water the next day, but they don't show up. When you call customer service, they just make the same excuse that they are short of drivers. They claim a District Manager will be calling us but that call never comes. We are senior citizens who live on the 5th floor of an apartment building, so every time we're expecting a delivery, we have to carry up the empty bottles from our garage. So when they don't show up, we have to take the bottles back down to the garage because we cannot leave them in the hallway outside our apartment door. Costco needs to stop offering water delivery service through Deep Rock because it looks bad on Costco too. If they cannot deliver water to a 6-year customer, how in the world are they going to be able to deliver water to new customers signed up at Costco?!? We cannot believe Costco is continuing to offer water delivery service through Deep Rock. This has been so frustrating that it's just not worth it anymore! We will find another water delivery company. We would even rather go back to buying one gallon bottles of water than to keep dealing with this irritating hassle! Our advice is...Save yourself the headaches and do not do business with Deep Rock Water!!! read more

This is the absolute worst service I have ever experienced. We pay to rent equipment from them and they have not delivered to our business for over a month and a half. I have called countless times to be told "we're so sorry, let us reschedule your delivery", and every time they still do not show up. Absolutely ridiculous. Apparently my issue was "escalated" twice. I called over a week ago to cancel my service and ask that someone remove their equipment from our office, and surprise surprise they had to "delay" my pick up. How can you run a business like this? Honestly embarrassing. If you don't show up for over a month and a half, how is this not escalated?? Do better. read more

Deep Rock Water doesn't deserve even the 1 star! I contacted them to cancel services since I was moving and no longer needed the services. The representative cancelled my services and updated my new address, but apparently not. I did not get my final bill as they didn't properly update my new address and sent me to the credit bureau for the final bill plus they charged me $30 Late fee for ($10/3 months). This is their representative's fault for not getting the bill sent out to the correct address! Not to mention, Deep rock failed to try to even contact me as they have my phone number since it didn't change! Horrible horrible service for charging me something that is their error!!! I went ahead and paid the fee because I didn't want it impact my credit, but I will never ever give them business EVER again. I will let my family/friends now how horrible Deep Rock is! read more

The worst customer service ever, too bad it didn't have a negative star. I sign up for service at Costco and the rep was very helpful and answered all our questions. But what happen after is when I realize how bad this company operates. 1- After deliver date was set with rep, the date past with no call or email, I called the next day and for sure they were sorry, still didn't get the answer why. 2- Told a week later they would show up, stayed home and waited same thing happen no call or reason. 3- Finally after three weeks they show up with a call saying, then they deliver the wrong type of water dispenser.. driver acted like it was my fault. 4- called the company and customer service was rude and not very helpful they acted like opps I'm sorry we will exchange the dispenser next week... 5- two weeks go buy and no exchange yet, so I called and told them to pick it up and cancel my services...then she ask why..what a stupid question. 6- Driver show up to pick up cooler and water, he act likes he don't want to have a job, very not customer service kind of personality. He starts to walk away and I ask him for a receipt, so he turns around and said "oh you really wants a receipt because it will be in my computer" I said yeah I want one, he goes to his truck starts to slam the doors, etc. great way to promote your company. 7- He didn't even take the water bottles because it wasn't on his order, are you friken serious, now I have to call them back to schedule another pick up. 8- So now I have to ...........start from #1 again 9- Do not deal or sign up with this company, read more

My office have been using this company for years. Over time, it has gone completely down hill. I used to have the card of our actual delivery guy and I could call him directly and he would tell me what was happening if he was running late OR he would be the one to call me to let me know the status of delivery. THAT IS NOT THE CASE anymore. Deliveries not made on scheduled days. Random drop off, no bottle pick ups. So this last experience sounds a lot like the review on here who called 6 times and NEVER received water. I called on 8/26 for an additional delivery because we were down to a 1/4 of a bottle and our scheduled mostly was still 3 weeks out. We added more staff and our patient load have increased thus the reason the water ran out quicker than usual. That delivery was scheduled for Monday, 8/30. I checked in the afternoon on our online acct and it says "delivery in route. See you soon!" That day came and went. No water. Called Tues. CSR is VERY nice and apologetic. Says she will get the delivery out to me the next day. Wednesday. Again - check the account online the afternoon, same thing "Delivery in route. See you soon!" NO water AGAIN! I call that afternoon. The customer service rep was sweet and apologetic, says she is calling the branch manager and the delivery person directly while I'm on the phone with her. They don't respond or answer. She says she is putting the request in again for the next day. Note* We are completely out of water at this time. Thursday 9/2, check the status online. Same message. No water delivered. Called Cust service again. Poor representative is now getting the sh*t end of the stick with my frustration. Says she's going to put the request in for Tuesday 9/7 since Monday was a holiday. She also tried calling the branch manager and the delivery guy...no luck there. Here I am today...just spend 40 minutes on the phone with yet another sweet very apologetic rep not understanding why we still have no delivery. She takes my info and says her manager will call me soon. YAY! She called me back. She has nothing new to say except for telling me she is crediting my rental of the water dispenser. She has called the branch, regional and delivery managers and is waiting on a call from them and will let me know the outcome of that call. I have spent too much time away from my own job where my boss is paying me to run this office, trying to get water delivered. Its insanity at this point. And here we are...still no water almost 2 weeks after my request was put in the first time. Looking now for alternatives....any suggestions? read more

I would give them a -5 for water service. I set up water service online for a guaranteed delivery date and no one ever showed up. So the next day I called their customer number and was on hold for almost 40 minutes. Finally hung up called again and left my number to call me. One hour later they called back and upon looking at my setup acct is was to be the next day in the am after the date I was given. Argh. So, again I wait and again no one shows up. So, I decided I would call again. Same routine! This time they said they would text the delivery driver to come out after 4pm and again NO ONE shows up. So, I am done and will NEVER suggest this company to anyone. Customer service and their business is the worst! read more

We used them as a commercial account and had three jobs going at the same time that each had water coolers and bottles. Suddenly they stopped delivering water and said that are account was cancelled had been sent to collections. We contacted the collections department and found out that we were being charged for a unit that wasn't returned. That is when I found out that Deep Rock will not pick up the units at the end of the job. It is your responsibility to return it to their store. They will deliver it and deliver new bottles but won't pick the damn thing up. So now they wont service or pick up the other units from our other jobsites. They refuse to pick them up even though they are the ones that canceled the service. What a racket. Stay clear of this business!! They have found a way to make money by making you pay for equipment because of leaving it at your sites. We have a job in Pueblo that they delivered the unit to from Colorado Springs and now it is our job to get it back to their store in Colorado Springs. STAY AWAY!!! read more