Reviews

Wow these reviews are horrible but I thought I was the only one having a problem, I called and asked for a new hose the delivery driver cut the hose to short, I asked him if it was to short he "said No it would be fine" but of course I should have listened to myself cuzz yes it was way to short leaves an inch & a half of water left in the bottom of the bottle. So I called asked for a new hose said would be delivered ASAP, My delivery date is Dec 4th the driver showed up today( Nov 27th) drops a new bottle of water no hose. So I called back 2nd time now, they tell me they don't just do the hose have to replace the whole unit, but I'm going to be charged for the water he dropped off it s the holidays I don't have the Xtra $21.00 plus taxes money in my account for their screw up, I tried 7 Times to explain to people who barely speak ENGLISH that I did not want a water delivery my delivery date is Dec 4th, 7 damn times for them to say they are gonna charge me for their screw up, SO I CANCELLED THE DAMN ACCOUNT , I HAVE HAD ENOUGH......

I am writing to express my extreme dissatisfaction with the service I have received since signing up for a Crystal Rock Water membership at ****** on June 6, 2024. Upon receiving the cooler on June 10, 2024, I immediately noticed that it was used and unhygienic. Despite multiple attempts to contact your company, it took four tries before I was able to arrange for an exchange. I specifically requested a cooler that dispenses room temperature and cold water, instead of hot water. Since then, I have called your customer service department dozens of times, only to be met with empty promises and a complete lack of action. On June 21, 2024, I was assured by customer service that I would receive my cooler on Monday, June 24, 2024, "100%." However, upon calling today, I was informed that the cooler might arrive on Wednesday, June 27, 2024. This is unacceptable and completely ridiculous. Today is June 24, 2024, and I am still waiting for a replacement cooler. This has caused significant inconvenience, as there is no place to leave the cooler outside where I live, and no one is home during work hours. Consequently, I have had to adjust my work schedule repeatedly for this issue. To add insult to injury, I even convinced a friend to sign up for this service, expecting the reputable service associated with the ****** name. Instead, I have experienced the worst example of customer service. I do not have access to the water I need, which is essential for living, especially with a four-year-old child who depends on it. If I had known I would face such persistent issues, I would never have signed up for this service. I am deeply dissatisfied and regret this decision from the start. Unless I receive an apology and a new cooler by tomorrow, June 25, 2024, I will take further action. This includes writing about my poor experience on all social media platforms and filing a formal complaint with the Better Business Bureau. Sincerely, ******* *** 

I was a customer for 6 months , I want people to be aware because I was not informed I had gotten behind in my bill almost 2 months . Yesterday I paid my past due with a collection agency the send your bill too that has a 2.3 rateing which is very alarming. After I paid the bill I call Crystal rock customer to see if I can get my water service back . I was informed I could not because I was a customer for 6 months . After they get their money they do not care , even though I paid my old bill I was told nope . I think that is very misleading and not right especially if I paid my bill after you send my bill to a low rated non professional collection agency do better .This is not customer service then on top of it your agents are rude .

I wish there was something below 1 star to reflect the incompetence of this branch and company. Once a month, we just need the order that we contracted with Crystal rock to come to our door… I don’t know how many times I’ve told them that we need distilled water with every delivery… I cannot mix purified water with my baby formula. Every other delivery seems to have an error. We get all purified water a lot of the time. If you don’t have two jugs of distilled water to give me, then just give me three jugs of purified water I don’t want five jugs of purified water. I have nowhere to store five jugs of purified water on top of the two jugs of distilled water you forgot to deliver, and I don’t want to pay for 2 jugs I never ordered. They do this like clockwork. Happened again this week. Wednesday they delivered five jugs of purified water, and immediately I called customer care. they told me the guy would come back on Friday to take two purified off our hands and replace them with 2 distilled. Well, they came Thursday instead. I was not told to leave the jugs out on my porch for Thursday, I was told to leave them out on Friday... thank God I saw the guy out the window and was able to run downstairs with two 5 gallon jugs in tow to tell him I thought he was coming tomorrow. I’m not a big guy, running down a flight of stairs with ten gallons of water is an ordeal for me, Especially when it happens right in the middle of my workday, working from home. It was pretty embarrassing being in a one on one meeting with my boss, and telling him “sorry I gotta run out the door one second”. If I hadn’t caught him, I’d be sitting on seven jugs that I don’t have storage for, and would have been charged for them, even though I didn’t order them. The 1 star rating here tells me they’ve never cared and never will. They deliver whatever they feel like delivering, and charge (erroneously) for whatever they feel like charging. Whatever agreement you make with this company means nothing.

They are terrible to deal with on the phone and leave you on hold for over a half hour generally. They want their money at midnight on a credit card but when you close your account you’re expected to wait up to 8 weeks for a check via mail for a refund. Why should a customer have to wait and take a check at their convenience. They don’t have to wait for payment.

Terrible customer service. After cancelling the service because we are moving from this location, I was given a pick up date for the cooler and bottles. No one came to pick up and no one called to say they wouldn't be coming. I called and the company rescheduled for the next day. Again, no one showed up and no one called to communicate they would not be coming. Again, we were rescheduled for 7/14. No one came and no one called to say they weren't coming. We were rescheduled for 7/18. At 2pm on 7/18, still no one had come for the cooler. I called to confirm pick up was still scheduled and was told they had already collected the cooler, even though they had not. I was told they would reach out to the driver to tell him to come back. At 4.30pm, still no sign of of any one and no word. I call yet again, after waiting for 8 hours straight, because I was the only one in the office and didn't want to even leave to get lunch in case they showed up, being told that they would arrive before 5pm. I asked if he would have me believe that someone would be coming before 5pm and he repeated that they would. They didn't. This is absurd. My office is moving. We're vacating the building. I will not have access to the office. I am not paying someone to move it to my new office. I don't know how many times that needs to be communicated to you. I can't wait for someone to feel like they want to come pick up the cooler. And every time I call, it's, "I'm sorry, I'll reschedule." I don't want to reschedule, I want the water cooler to be picked up. I don't want sorry. I was told my information would be passed on to the District Manager. I have no proof that happened as I have not received a call, and still no one came for the cooler. This has been a terrible experience. Besides the fact that the water cooler frequently didn't even work, I'm now past the point that I would "not recommend" your service, so much as I will absolutely actively dissuade people from engaging with this company.

Terrible service dump and run type of service and when i had some issues with the dispenser no one even showed up as promised.

I placed an order for a water cooler and 6 of the five gallon jugs to be delivered on a bi-weekly basis. The order was placed on August 2nd 2022, and delivery was scheduled for the 5th. Nothing showed up and when I called Monday was informed they had cancelled that delivery and rescheduled for the 10th, nothing. Then the 11th… still nothing. So here we are on the 18th and the water nor cooler had yet to be delivered. Apparently customer service is not high on their priority list after guaranteeing twice the delivery would be there on the last two I cancelled today. Last I knew 60 gallons and a water cooler were nothing cheap and that would have been a reoccurring monthly charge. I’m going to culligan where I should have just gone before. They have quality service and customer service representatives that actually have time to handle your situation.

I thought ***** ******* was the worst water company but Crystal Rock has won that honor. I was with ****** ******* since 1991. Service went down hill so I cancelled and signed up with Crystal Rock. Here is how it went: 1. 8/2/22 signed up for delivery, promised water and machine by 8/5/22 2. 8/5/22, Web said delivery pushed to 8/8/22. 3. 8/5/22 Called, waited 45 min. Told Driver would call in 35 min 4. 8/5/22 No call, I called again, waited 45 min. Told I was lied to, needed 5 bus days to set up delivery. But would be here on 8/8/22 5. 8/8/22 Web pushed out to 8/9/22. Called, waited 45 min, Told would be her 8/9/22. 6. 8/9/22 Web pushed out to 8/11/22. Called, Waited 45 min. Told that they only deliver to my area on Thursdays and every other Wed. Would be her by 8/11/22. 7. 8/11/22 Web site pushed out delivery to 8/18/22! Found that if you go directly to new sales you don't have to wait 45 min. Asked if this was a real company or a scam to get money, then cancelled account. Got a confirmation # just in case. lol How do companies like this stay in business? Worst Water Company Ever! Sorry ***** ******* you lost that status. Now going through ******, more expensive but worth the good service. (Oh, by the way, they use ***** *******, (lol)

Spend 48hrs On hold and still can’t get a person to cancel. They used to be ok to deal with since the pandemic awful! Customer service said they refused to deliver to my whole state due to mud season! This company should be investigated!