Worst service. All the same company. Primo, crystal rock, ready refresh, Poland spring, pure life... all the same delivery service and they're TERRIBLE. I have 18 empty bottles sitting on the side of my house that they haven't picked up. They canceled deliveries without any notice, same with Pick Up. They just aren't reliable and their customer service is BS. read more

The service has been incredibly frustrating. Deliveries are constantly wrong, and they either drop them off at the wrong location or leave them somewhere random in our apartment complex. We're stuck with a pile of empty water bottles because they refuse to pick them up or don't show up when they claim they've delivered. When we complained about a missing order, they sent us a blurry picture of the bottles in a random spot that wasn't even our apartment, and then had the nerve to say it wasn't their problem. Do yourself a favor and stay far away from this company and their service. It's simply not worth the hassle. My wife and I are canceling our service, but after reading other comments, I'm bracing for a nightmare trying to get that done too. read more

Declining and Outsourced Ineffective Customer Service I have been with Poland Springs for about 23 years, and obviously it used to be a more local New England based company. While the drivers are still of course local, with the changeover to ReadyRefresh the customer service has gotten worse and a lot more bureucratic. As others have noted, it appears you get an off shore likely contracted call center whenever you call. There are also extra charges if you call to make a change instead of using the app. As these reps are off shore and outsourced, they are pretty much completely unable to do anything to help customers. Whenever you ask a question, they come back with give me 2-3 minutes on hold, and then they come back with a non answer. If you chat through the app, you first encounter an automated chatbot that is useless and just regurgitates information from the web site FAQs. This is common for these corporate chatbots not to really do anything useful for a customer. Its easier to work with the MA Department of Revenue than ReadyRefresh which is saying something! The last straw was a discount plan called Hydration Super Hero expired on my account. Because it was not set to auto renew, they advised it could no longer be offered. Without this plan, there is a per delivery fee, a higher fee for cleaning the cooler, and higher prices for the water bottles. It may be if I had this set to auto renew, I would have been able to keep it. I added 1 star to the review when I finally got a person on chat they did not do anything, but when I got a guy on the phone and I pushed him as to why they have discontinued this Hydration Super Hero plan he gave me $20 off my cooler cleaning and waived the delivery fee on my next 3 orders which is about a $10 fee per order. So it helped slightly in terms of not having the Hydration Super Hero subscription type plan. I still might be better off buying these bottles at the supermarket rather than paying these delivery fees! I would be interested in any other New England based water delivery services that do not outsource or off shore like this! When I got started with water delivery, again 23 years ago or so, you had the key choice of both Poland Springs and Belmont springs so there was some true competition in the mmarket. I don't like how Poland Springss was sold to this Readyrefresh company. read more

Horrible. They bought out Primo and prices went up. They won't return bottle deposits from Primo bottles. $6 junk fee added for paper bills that I didn't opt for, had to call to set up payment info. again and ask for junk fee removed, payment didn't go through despite a confirmation email with details of payment, then $20 late fee applied to the payment they didn't process. 20 minute wait on phone for customer service, call dropped TWICE on their end. Need more reasons to find a new company? I don't. Adios. read more

I wish a read the reviews before buying water/renting dispenser with this company. Their accounting department must have their heads up their butt. I get charged sporadically for my rental fee. Some bills (which it should stay this way) have my rental fee included, others they charge separately. This month I was charged on three different occasions (2 rental and 1 water delivery). They feel like they can just charge and take money out whenever they want. In the beginning (should have stopped with them then) they never got the amount of bottles I originally wanted. Going to call back to cancel. Ended up hanging up with them out of frustration. It's difficult speaking to people overseas as their entire customer care team is from out of the country. read more

I cannot stress enough that the behavior of this organization is criminal. Their policy is that the water delivery man only needs to claim verbal confirmation and he can add whatever up sales he would like. It started small...a few extra charges for cups, then claiming he was going to leave some free samples, then charging us for those, then just making up charges. It culminated with claiming he was asked to leave nearly $300 in Red Bull. After a long call with customer service I was assured that they would refund me and block any additional charges. Well, no money came to my card, and the refund was marked as credit. Took another call to get it actually refunded. Then the delivery driver claimed to leave ANOTHER fifty dollars in cups (he didn't) and had the audacity to give himself a gratuity. Do not use this company if you value your money or free time. This is not incompetence, it's criminal and intentional. read more

I wish I could give 0 stars. Never use ReadyFresh for water delivery! We have been trying to cancel this service for months and they just keep delivering water. I huess they must think that if they keep the corporate account open for as long as possible, they can keep scraping revenue. We went to a hybrid model after COVID and tried to ammend our deliver and they just keep coming. Now we have 17 bottles on our floor and they cant take them back. This is a scam dont use REadyFresh! read more

I canceled my service with Ready Refresh in 2021 and have this in writing. They continued to deliver to the office space that I moved out of and charge me. After several hours on the phone I was able to speak with a supervisor who got rid of the change and told me that she properly closed out my account. 6 months later Ready Refresh turned me over to a collection agency. When I called Ready Refresh to discuss they told me they no longer have access to the account as it was now with collections. Working with this company has turned into a giant headache that has resulted in hours of dealing with a collection agency. Do not order from Ready Refresh unless you are ready to have your credit impacted. read more

Why oh why can't you have zero stars. Got delivery setup for 5 gallon bottles at a summer cottage. The website is the worst ever. It is amazingly bad. They continually deliver water mid winter even though we try to put the service on hold or keep bumping out the deliveries. I have had to call neighbors to gather 4 5 gallon water bottles in the middle of the winter from unscheduled deliveries. They now want to charge you for calling them on the phone for customer service. I just canceled my account with them and they kept telling me they will pick up my empties Mar 7th, even though I keep telling them I will not be there till July. They also will not tell me how much deposits they have charged me. I suggest buying your 5 gallon bottles as you need them from a grocery store if possible. What is amazing is that they are still in business. I miss the day when you could call Poland Spring directly and get a real service. read more

Terrible service. No more flexibility on deliveries. Company often reschedules. Website is not at all user friendly. Coast is much too high. way too many price hikes. read more

Horrible service! This company does not respect customers, they charge for services that were not delivered and when you call, they simply ignore you. If you want peace, stay away from this company. read more

ReadyRefresh is one of the most unreliable companies I've dealt with of any kind. They cancel appointments at the last minute, or never show up at all with no notice. They are next to impossible to get on the phone. All calls are taken offshore, and some of the reps are actually drowned out by crowing chickens! Stay away from this company, or you will regret it as I do. read more

I actually was using this company now for almost 2 years. However, the service recently got progressively worse to the point I'm now canceling my service and moving on to another company. All the reviews about cancellations, reschedules are so true. The only thing this company is consistent at is unreliability and terrible customer service. For the latter, they off-shore their support and I think this makes the experience worse. Just terrible. read more

Worst service ever. Been with them 5 yrs, they have never EVER delivered on the day they were supposed to, you cant get a hold of anyone when you call and their app is the worst for customer service.... Well, we just found out another water distributor does our area so we will be canceling with RR read more

Christmas Eve arrives and the water still sat on my front steps. I hauled them to my car and personally drove the 5 miles to their distribution center which, being Xmas Eve was closed. I hauled them out of the car and left them under the ReadyFresh sign. Two days after Christmas and nearly one month after I cancelled my account, two ReadyFresh drivers show up to collected the now removed bottles. NEVER AGAIN! read more

Everything people said below about not being able to cancel your account and about no one answering the phone etc is true. It took a lot of work to close an account. :( read more

WOW, you just lost a 15 year+ loyal customer over $70. The cooler rental I had for many years broke and fell apart. I made the mistake of throwing it out to the trash as it was unusable and could not be fixed. When I asked customer service to remove it from my bill they said I would be charged $70. I have paid over $500 in rental costs ($9/month for 5 years) for this one cooler paying for it multiple times over. I have been a loyal customer for over 15 years spending close to $20,000 with Nestle/readyrefresh/polandspring. When I asked to waive the $70 charge for a cooler that you would only pick up and throw in the trash just as I did I was told no, I have to pay $70. I then asked to cancel my service and you STILL said I would get a bill for the $70. Unreal, you just lost a loyal customer over an unnecessary $70 charge. read more

I don't write reviews but specifically took the time to make sure this gets on record. This company is TERRIBLE - it is not worth it to go with this service for your water. I truly believe the big brands will drop this company soon. Do a search for them on Twitter and FB and look at the customer comments - it is no secret this company has an awful reputation of subpar delivery practices and nonexistent customer service. During my year as their customer, my service has been super inconsistent - I had specified in my online account that I wanted a recurring delivery and for months they would not deliver my order, even though each month I would go in and check to see what my account had on order. Every time I would go in my account, it would show my deliveries as "skipped", even though I wasn't skipping them, and each month I would go in and unskip them and each month it would just keep happening where there was no delivery because it had been "skipped", with no further explanation. When I tried calling customer service, I couldn't reach anyone and there was no prompt to change an order or ask a question through a virtual/computerized agent. After 3 months of not getting my deliveries (which again, was not what my online account was showing), I finally had had it and wanted to cancel my account. They don't allow you to cancel your account in your online dashboard (although they allow you to do everything else!), and wouldn't even let me change my "recurring delivery" to a one-time delivery, nor does the online account allow you to even change your payment info. You are literally stuck. They force you to call their 1-800 number to cancel your service, but when you call customer service, you literally get a message that says, "No one can answer your call right now." And no, you are not allowed to leave a message. So as of now, I am part of a service that hasn't delivered to me in 3 months, and will not let me cancel. This company needs to be reported. read more

We have had great service and have had the same delivery guy, Tom, for over a year. Very pleasant and cheerful.

A customer for over five years. In December 2018 they raised prices on the 5-gallon bottle so I switched to another brand with their company. It was $3.00 less a bottle. In January I received the delivery and an invoice for $5.99 per bottle. The next month the price went to $8.49 per bottle. I chatted with customer service who locked in my price at $5.99 for one year. Every month since I had to call to get the invoice adjusted. Painful with the the menus and hold time. Today I called again and was told they will not honor the price they quoted. I canceled the account. Going to give Crystal Rock a try. The price is the same as RR but the fact that they do not honor a price as promised is worth the switch. read more

I've been a customer of Poland Springs for 30 years. last week I received nine bottles that I did not ask for. when I call I get us the runaround I said I will keep them as long as they honor the price I was told OK. I told him please schedule somebody to pick up the nine bottles that are empty they told me I would be charged. I told them that is unacceptable that they never notified me they were delivering water nor did I request water. after spending an hour and 15 minutes on the phone with them I finally hung up telling them to pick up all 18 bottles 9 empty and 9 full and to cancel my account I've never dealt with such an awful company. Now I will put all the bottles in the street to see how long they sit there. read more

Horrible is all I can say. I have ordered water last week before your company. Everytime I call to see what the hold up, after now waiting for water last week and this week. All I keep getting is the driver cancelled the order and did not say why. Then I'm ask to reschedule . I did and not water yet. I finally called yesterday after waiting for the 2 time for water and still nothing. I called 3 times disconnected 2 times after asking to speak to a supervisor. I now get the representative on the phone who can not connect me with a supervisor. So I as for a call back and can't get that. But you are so willing to have me reorder and can not confirm I will get my water since now it's been 2 weeks So I finally decided to cancel my account and let everyone know that hot this offer to cancel it . I also advise I'm.call the BBB about this situation and leaving a review on Yelp as well. You have horrible service read more

This is my worst experience. I found this service from Costco's website. I tried twice on their website to make the order but I failed due to the bad website. then I call them to made the order. After about half an hour of waiting for their computer, I was told to wait for their call. Then I got nothing. I call again and this time it looks all set because my credit card was charged for that, and a dilivery appointment was made. but nobody came in the whole day. I call the number on their webpage, and was forward to another company. weird! damn! I give up! read more

Absolutely horrible service! On hold for 34 minutes this morning to let them know I didn't want a delivery this week. I had to wade through 14 minutes of automated messages about a computer issue their customers are having first.. Then, when I thought I was getting through and they asked me to speak or enter my answers to get to the right dept., the automated service wasn't working and I had to start over in a new cue! So frustrating and unprofessional. Poland Springs was bought out by this Ready Refresh company or turned itself into this new incarnation and it's turned into a corporate mess with little to no assistance or customer service. Also their water dispensers broke 6 times before one finally worked and they reduced the price of the rental as a consolation. Then they tripled the price about 4 months later and said it was a company price hike. Then they raised the price of their water by $2 per 5 gallon bottle and made deliveries contingent on a minimum amount of money spent. I have to spend at least $13 for a delivery or they will charge me that amount as a minimum charge. If I can find a better local water delivery service I will close both my home and office accounts. Will somebody please create a better more user friendly water delivery company, please?! In the meantime, go somewhere else for your water!!! read more

Awful, rip-off company looking to raise or charge fees wherever they can. 2019 saw big increase on 5-gallons (each year too). They charge and increase delivery/energy fee constantly. Never heard of such fee. And now they will charge $3 for paper bills. Never heard of that either. And like every review here, the phone wait is beyond. They don't want calls. They also forget what agreement they have made with you, thus prices resume at their preferred. Their website is lacking functions. Also, It's supposed to take morning or afternoon requests, but doesn't. read more

I have been a customer for over 25+ years and had been renting the cooler for all that time. In September that cooler began not working properly so I decided to get a new one but rather than renting one I decided to buy one. I talked with the agent on the phone and decided to get one with the water underneath the unit versus the bottle sitting on top. they delivered the new unit and took away the old one. After about a month or so I noticed the water began to taste "funny". It was at that time I was told that I needed to replace the filter cartridge and that they would send me a new one at no cost. After about another month or so the same thing happened, at which time I called and said I wanted to exchange this unit for a unit where the bottle just sat on top. They said it was too late to do that, that the warranty was up (30 days only). I was NEVER told when I purchased the unit that it required exchanging the cartridge every 2-3 months (at a cost of around $30). There is absolutely NO mention of that in the Quick Reference Guide that most people would use for set up. I am appalled at how they treated a 25+ year customer, who spent probably well over $2000 on a rental unit and would not find a way to refund and/or credit me for the $199 purchase that I had just mad or even offer to swap it out. They said it was mine and there was nothing they could (would) do, I would have to purchase or rent a new top-load dispenser. ABSOLUTELY RIDICULOUS!!!! They don't even know how to spell customer service!!!! BTW, their WebSite and billing system are terrible as well!!! My advice stay away from these guys unless you want to get aggravated with their lack of support/service!!! read more

There was a mix up on my water delivery with the extremely high demand due to the Coronavirus. I didn't get my water on Friday. I didn't expect to get water until my next scheduled delivery... but these guys made it happen! I got my water today! THANK YOU! read more