I guess I can't be too harsh yet. My company has been using these guys for the 3 years that I've been working here, and so far have been alright. We have 10 5-gal bottles that we go through fairly quickly because we work hardest in the summer heat. Today, we ran out, and realized the water guy hasn't been here in a while. I call the number and get on the automated system and find that our next delivery is scheduled in 3 weeks! I figure, maybe one is coming today, and called to find out. I'm on hold, and have been for 42 minutes as I write this. I wonder if anyone is home? Has Covid-19 cleared their office? read more

You can't get anyone on the phone at ALL! Over 25 minutes on hold. Ran us out of water. How hard it to replace the 5 gallon jugs! Horrible can't say not one thing good! Worst service! read more

Unreliable Deliveries and Broken Promises Primo Water continues to provide terrible customer service. This is now the fourth time I've been promised a delivery date--only to get to the end of the day and see that my account has been updated with a new delivery scheduled for a different day. These empty promises are incredibly frustrating, especially when we haven't received a delivery in several months. Each time I call, customer service assures me it will be resolved, but nothing ever changes. There's no accountability, no follow-through, and no regard for the inconvenience this causes. Stop making promises you can't keep. Customers deserve better. I would not recommend this service to anyone. read more

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

I haven't had a delivery in over a month. They keep changing the delivery date. PRIMO bought them out and the service is almost nonexistent. HOW HARD CAN IT BE TO DELIVER SOME WATER JUGS? I cannot stress enough how incompetent this company is. From impossible to reach customer service, to NO deliveries for over a month? I'm at the grocery store buying water again after years of having no issues with the previous owner. GET YOUR ACT TOGETHER for Christ's sake people! read more

Bought by Primo. Worst website and service. Can't adjust deliveries. Can't reach a person. Awful.

I would give this company negative stars if at all possible !! I have spent at least three days -for a total of 2 1/2 hours- on hold with this company! I've tried to get water delivered from them, but for some reason they keep promising me delivery but yet no water shows up at my door! My empties are still sitting outside for the past two weeks and no water delivery truck has come at all. FOR THE LOVE OF CHRIST, PLEASE JUST DO YOUR JOB AND DELIVER MY WATER!!! This is an unbelievably horrible company. By the time you get through their phone line, be prepared to wait for at least an hour, the operators will tell you whatever you wanna hear which will be complete LIES! You will not get any water. You will not get any satisfaction and they could give a wit about you or your business I only pray that karma visits them and that they get the life they deserve !!!! read more

This is the worst company. They have merged with primo water. Do not expect a water delivery. Do not expect customer service but expect to be incorrectly billed. read more

We have used Crystal Rock for 20+ years, but once they were acquired by Primo, their service has been atrocious. We have not had any deliveries for several weeks and their customer service telephone lines put you on hold for 30 or 40 minutes and then cut you off! We cancelled. read more

I have been using this company for many years and have finally had it with their deliveries and customer service in general. I have now cancelled my account and highly suggest anyone go with a different company. They failed to deliver water for an entire month and could not tell me why the driver failed to make our stop. The dispenser started leaking and two weeks later, despite many promises, it has not been replaced. I do not recommend this company. read more

Promotional Scam to get your money! I was looking for a company to deliver water, and came across Crystal Rock/Primo Water. They were offering a $50 credit to sign up. Great! I was over charged (no $50 credit), and when I called, the customer service people they all gave me the run around! They were all very nice, but nothing is resolved. Where's my money??? You will see it in 2 days! You will see it in 5 days! You will see it! You will see it! Lies! Lies! Lies! It's been almost a month, and this is not what I signed up for. I did not authorize this company to charge my card almost $100! The language that enticed me to sign up was false. They charged my card very quickly (no delay there), but have had to call 5 times with no resolve on my refund. All I'm given is a ticket # and a promise! Scam!!! I'm contacting my bank tomorrow to dispute charges. read more

It's a year since my previous review. Service continues to be terrible. Weeks are still missed and promises are never fulfilled. Now, the drivers leave the bottles on the sidewalk in front of our business. They refuse to bring the bottles in or take the empty bottles. They also leave less than what we request when they can't find parking near the building. They will leave the 4 bottles that fit on the dolly and not make a separate trip. I say drivers, plural, because there are at least 2 who have done this. read more

This company needs to be shut down!!!! On September 3rd signed up and scheduled a noon delivery for the equipment and two 5 gallon water for September 23rd. Apparently they can actually deliver anytime from 8am to 5pm and just leave it outside. Fine, rolled with the punches and lugged it in myself and try to set it up. Was having trouble and called customer service. Still had trouble and someone was supposed to bring a replacement and set up. Also new water because one it tasted extremely nasty and the gallons were so dirty. Now knowing they can come anytime between 8am -5pm cleared my whole scheduled just to check the app around noon to see I have been rescheduled for the next day. Like why and how???? No one could make it, make sense if they could deliver all the way to 5pm why at 12pm am I rescheduled for the next day. Also with no notification. Now since I had so much trouble I want to cancel my account and come pick all this back up. Guess what customer service said, we can't get anyone out until October. Really???? There are so many other problems I can list that happened within these two days but I'm done typing. The customer service is horrible, and they don't help at all. This company needs to be shut down! I will post this review everywhere I can. Please do not sign up with this company, you will regret it. read more

DO NOT USE THIS COMPANY!! ypill just spend hours fighting with customer service after they charge your card for delivery you never received. I was a customer for years, and will tell everyone I know to never use them!! read more

This company has the worst service ever. They are so disorganized. In just the past two weeks we have dealt with the following issues: 1. We ran out of water and when we called to find out when our next delivery would be, we were told that our account was put "on hold" by us. We never put our account on hold, nor would we. They removed the hold and said our water would be delivered 2 days later on a Friday. 2. Friday came and they never brought water. We called and they said Monday instead. Monday came, they finally brought water. 3. Today, Wednesday (2 days after they delivered our water), we looked out our front window and saw the Crystal Rock truck driving away. We went out to our back door and sure enough, they brought another 5 bottles we didn't ask for. We immediately called customer service and asked them to contact dispatch and have the truck take the water back. They said "they are probably too far away now" (it was less than 5 minutes after the truck drove away). So now we are stuck with 5 extra bottles sitting in our backyard because we have no room for them. There have been issues prior to these as well. At this point, we will be looking into other water options because this is ridiculous. read more

I placed an initial order with this company this week but had to change the delivery date to Jan. 5th. I did this several days ago. This morning I looked outside and I have 2, 5 gallon jugs on my front porch. First, I ordered a dispenser and asked that they be carried up to my second floor apartment. I tried to move one bottle and threw out my back! I have called the main office twice today. I received an email that they can't come back until Tuesday, when I will need to go to work. So the two bottles sit outside in the sun until then. The main office doesn't seem to really care otherwise why would they be using these fools for delivery? I wish I had looked on Yelp before to see all of the one star reviews. This company has the worse customer service I have ever dealt with and obviously doesn't care about its customers AT ALL. I will be cancelling my service with them after all of this. Do not use them. They are awful to deal with. read more

Recent months have had water delivery continually delayed by days. This requires us getting water from the grocery store. Why pay the convenience fee of home delivery if the convenience is worse than running out of water? Called and spoke to customer service and they said we would get our water Friday. Just checked and we now got delayed again. Dropping the service. read more

totally unreliable. My delivery keeps getting rescheduled with no contact/communication whatsoever. 3 times I've been rescheduled in the past 2 weeks, and only way i know is when i go into the app and it shows a new delivery date. I've called customer service and waited (and waited). The support person just gives same excuse every time....understaffed, yada, yada,yada. I've asked that my issue be escalated to a manager and they don't call back. read more

I was asking around for quotes and everyone was giving me a week later schedule for water delivery so I wasn't sure I was going to be lucky after opening the above pool. Crystal Rock folks were quick to respond and delivered same day!! I couldn't be happier. Very professional and price was also very affordable. This will be my go to place from now on. read more

Crystal Rock is the worst company I have dealt with in my entire life! I have not gotten a correct delivery in well over a year! Unf'nbelievable! I am currently on hold with customer service. it has been 49+ minutes. This is not unusual...at all. EVERY time I have ever called at any time of day, their auto answer/hold greeting says "due to higher than normal call volume...." Bf'nSht! I am supposed to receive (2) 5 gallon jugs of Vermont Pure water every 2 weeks. Due to a car accident, I am unable to bring the water to my 3rd floor unit. THIS IS WHY I have water delivered outside my apartment door! This is the reason I have water delivered at all. Again, (2) 5 gallon jugs every 2 weeks. I have received 3 jugs, 4 jugs and 2 jugs with 2 cases of water. Online I can see that my order is correct. Now on hold for 56+ minutes1 I have called to ask that the driver brings the water to my door, (as in the delivery instructions online) not in the lobby at least 9 times...maybe more. I have left the building door code and instructions with a "customer care associate" every time! Over and over, and over again. I have asked for management...no change. I have even talked to the driver, who just gave me his card, and STILL drove away without bringing it up. I explained to him that I CAN'T. Now on hold for over an hour!!! They ask in the repeating message if I want to save time, by doing whatever..... How is waiting on hold for over an hour saving any time?!?! The have also sent the automated voicemail via my cell phone to tell me the delivery is coming the next day. Sometimes it is 3 days later, or even a week! A few times it said the deliver is coming tomorrow, so I bring my empties downstairs immediately, only to find it has already been delivered! Terrible! I chose Crystal Rock because they are not Nestle or owned by Nestle. If u don't know why...google their practices. Otherwise I would have left LONG ago! Terrible company. Top t bottom. Now on hold for an hour and 4 mins+ 1 hour and 18 minutes! THIS is "customer care"?? I am a pretty easy going guy and rarely ever a complainer. 1 hour and 27+ mins. I am now just staying on hold to actually see just how long it will take....horrible, but now amusing. What an embarrassment Crystal Rock is.. I think I will start collecting puddle water from the street. On hold now for 1 hour and 44 mins! Waahoooooo! Finally an knucklehead answered the phone after 1 hour and 53 mins. I asked to speak to management. He instead put me back into the cue for "customer care". At 2 hours and 12 mins another person answers. I ask to speak to management and was put on hold for a while, she then comes back on and says a supervisor is not available. Of course not! They never are! After 2 hours and 19 mins, they say I will get a call back today or tomorrow. The call will most likely never happen. Wow. The absolute worst. Do yourself a favor and shop elsewhere! Have a great day, everyone! :) Michael- Malden, Ma read more

My company has been using crystal rock a decade. Recently (March 2024) they refused to replace our old coolers we rent from them that were manufactured in 2011 and 2013. Instead, since becoming a customer we have had the exact same water coolers that were manufactured in 2011 and 2013 the entire time. We requested new machines this week but all that was done was we were given the exact same ones that were supposedly cleaned and refurbished. I find it incredibly ridiculous that despite paying monthly to rent two water coolers (which yearly amount to more than these machines cost if purchased outright) they will not give us newer water coolers that were at least manufactured in the past decade and instead they refuse. Paying this amount of money for coolers that are 10-13 years old seems ridiculous....Crystal Rock essentially told me to kick rocks. read more

Horrendous service. Scheduled my first delivery a month ago. App and website would say delivered, while no water whatsoever was delivered. Took a half day off on the date of first delivery to meet the driver as suggested on their website. Driver never showed up, neither did my water. At least 10 calls to an apologetic customer service rep and still no call back from local branch whatsoever. How do businesses like this stay open? One month later, no water delivered. read more

Delivery experience is and was horrendous !!! They told my wife with a broken back they couldn't set it up OR bring it in due to "covid" lol !!!! Are these people ok ? Serious question. ! Sending it back ! read more

For the second delivery in a row they have left an incorrect order. The last two deliveries we have ordered FOUR waters; they leave only three. And this is after (!!) the company emails us to confirm our order (which again, is FOUR, not THREE). Then, they charge us for the delivery of the fourth even though it was their mistake. Meaning I have to spend even more time on the phone waiting to get it fixed. Maybe they should just **actually** leave what you've ordered. And you can't call the local place because the number goes to the corporate place in Florida. Maybe they are only leaving as many bottles as they see empties? The reason we order FOUR is because we are nearly done with the fourth one from last time. Again, just leave what people actually ordered! read more

Crystal Rock Water - My confirmed order of FOUR bottles. I received THREE, for the second delivery in a row. - Water Delivery Near Me - Belmont, Massachusetts

The worst customer service ever! My 86 year old mom ordered 60 gallons of water for her Cpap.10 cases. She told them she needs them carried in for her when ordering. Truck delivers 10 case to her front porch, called said couldn't cause of Covid. Me, her son calls 800 number the same day and was told it will be handled and someone should be reaching out. So by the weekend and nobody reached out. So 2 gallons at a time I carry them upstairs for her. Monday the call after I went on social media and complained. Same guy came out and did the last 20 gallons. Everyone was like no big deal problem solved and that was it. All I can say is you better have a strong back with theses guys!! read more

I have never placed a yelp review but this company deserves a negative one. We finally cancelled our service after many years because they just couldn't get drivers to make the deliveries and when they did just left them outside and didn't take our empty bottles. Now we are storing those bottles with credits more than we owe and want to send us to collections. Its a no win situation. Stay away! read more

I thought Ready Refresh was the worst water company but Crystal Rock has won that honor. I was with Poland Springs 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 Ready Refresh you lost that status. Now going through Amazon, more expensive but worth the good service. (Oh, by the way, they use Ready Refresh,(lol) read more

Stay away!!!! I've been a customer for 20 years, given them over 60 thousand dollars of mine and now all they do is lie to me, treat me rudely, and never show up with the water. The only thing positive was our delivery driver, always a great guy, not his fault his company is a mess. read more

Tried ordering a water cooler and start a regular 5 gallon water delivery service They scheduled it for the 28th, then moved it to the 30th, then the 2nd, then the 6th I called and emailed multiple times being on hold for over 40 minutes No communication whatsoever Finally got on the phone with someone and cancel ed the service. Extremely unreliable and unresponsive. Would not recommend. read more

I have been waiting for our bottled water delivery since the beginning of July. I have spoken to customer service several times and was promised a delivery three times with nothing being delivered. I spoke to customer service again tonight and was given the excuse of lack of resources and drivers. I can understand one missed delivery in the height of the summer but if a company cannot staff and prioritize their existing customers and continually miss then they should not be in the business of offering a service or product. read more

They have the worst customer service I have ever dealt with in my life. Not the fault of the operators who are usually nice and probably long suffering. There is never less than a 15 minute wait time on the phone. They never once have answered numerous attempts to email them via their web interface. Their delivery is ok - guys are nice but they never have coffee so do not fall for their "bundle" you wont get the coffee and then you will get to wait forever on the phone. Their coffee/water dispenser breaks all the time. More time on the phone. I think you see the pattern here is they hope you just give up and pay them... You cannot cancel via the web interface- you must call. I cancelled and now am waiting two weeks later for them to come pick up their dispenser and they are telling me my next delivery is on the way! Their muzac message actually repeatedly touts their primo customer service. Yikes. I only went with these fools because the coffee/water dispenser seemed like a good idea for limited counter space. Nope!!! read more

I wish I read these reviews sooner! We've had this company for a few years now. I started having problems in November with not getting deliveries. I called over 17 times since Dec with only excuses and broken promises of call backs and deliveries. I ask for a supervisor of course one is never available. I finally cancelled and guess what they still haven't came to pick up the equipment. More broken promises of "we'll come tomorrow." I purposely called twice in a row to ask the same questions. I got two different people with two different answers. I've left emails with also no response. Train your staff! Horrible communication. Horrible customer service. I suggest Nestle! They've been great so far. I wish I could drop of my equipment, so I would never have to deal with this company again. read more

Horrendous service. Crystal Rock is 100% unreliable. AVOID AT ALL COSTS. Don't waste your money or your time Ever since they switched to "a new alignment" in March our business does not receive our scheduled deliveries. It's a series of no shows, no apologies and false promises of improvement from customer service. They change the delivery schedule with no notice & no apologies. I've tried several times to speak to management and it is not allowed. Emailed & left voicemail messages several times to local distributor in Belmont, MA to speak with a manager, all with no reply. When they eventually show up to 2 weeks late, they leave the bottles outside at random doorways and loading docks at our large building, which we have to search for and carry down stairways to our shop. We still haven't found our bottles that were "delivered" yesterday!! read more

They have not picked up the bottles in over 2 months. Every delivery is a problem. I have spent many hours on the phone with them and each time they have made a mistake. I have been trying to close the account for weeks now. The keep moving around the schedule and missing the pick up. I now have over 2 dozen bottles that I am trying to return to get my deposit back. They are crowding my apartment and I am tired of trying to squeez around them just to get through my door. Customer service said they could try to send someone out in a week to get them. I get an email confirmation and now the scheduled pick up is more than 2 weeks out. I have tried getting call backs from any manager or supervisor and they do not call back. Dealing with this place has been a disaster at every turn. save yourself the trouble read more

I tried to be a customer of these guys, but I just can't. Places an order for six cases of distilled water gallons, they bumped my delivery by 7 days without telling me, then they delivered 6 five gallon jugs of purified that I can't use. I'm calling them in the morning and if they can't pull this stuff out of here immediately I'm starting a chargeback. They suck. read more

this is seriously the worst company ive ever worked with. i had 4 corporate accounts and i am closing them all! they had the nerve to tell me they have no one to receive payments from their po box, then how do you make money?!?!?! ive never had to chase a company to give them money! then i told then when they take the equipment leave my full water bottles and they took them! and they dont give money back for full water bottles. i work for another (much bigger) corporation. i am currently writing an email to him to ccancel every crystal rock accounts we hold across the entire united states. read more

Terrible customer service. The driver, who's name is Roger, of the Belmont Massachusetts branch, has left the order of 5 5 gallon bottles in our driveway twice. I have explained several times, that I am not able to carry them up the stairs to the back porch myself, where I have explained I need him to deliver them to, due to a physical condition. I contacted the company 6 times about this, and they said that they contacted the local branch in Belmont 6 times, and would send Roger back out to take care of this for me, and take the 10 empties, 5 of which he didn't pick up last month. Roger missed 2 scheduled visits to take care of this problem. At this point, we are obviously being treated very badly by not only the driver, but by the branch. He is obviously blowing us off. Next time Roger makes a delivery, I will meet him at the door. I am also going to leave a review on Google, and anywhere else I possibly can. Terrible way to treat customers. 1 out of 5 star rating for this company, for obvious reasons. read more

A Carcass of a once great company... We signed up for Crystal Rock years ago when they were great, we loved working with them... Like all the other one star reviews, they dont seem to care... Lots of broken promises of deliveries, poor management. The drivers have always been great, its a shame, because they are still great, but the company is completely unreliable now. We have had 7 missed dates for delivery, thats 7 times we lugged 8 empties out into our parking lot and 7 times we lugged them back in after getting the email that they are not coming. They just dont care. We just cancelled our account. read more

Awful. They NEVER come when they say they will. I've left empty bottles outside for days waiting for them to come. When do they show up? The day I finally bring them inside. So, I'm stuck with lots of empties, and more water than I need. read more

As the person in the office who has had to deal with the problems associated with this company, I have one star to give. Our experience with Crystal Rock water delivery service started out bad, and continued to get worse. The delivery driver for our route is very nice, but he absolutely does not speak English. Unfortunately, no one in here speaks Spanish. So, there has always been a difficult time communicating to our driver. At first, they kept coming to make deliveries despite that we had postponed them due to not drinking as much water as we originally anticipated. We had to signal to the driver to take the jugs back to the truck. Fast forward a month later, we start to notice debris coming out of the water dispenser. Green film that looked like mold. I called, and spoke to customer service who told me someone would be out on Monday (this was Thursday) to replace our dispenser. No one came Monday, no one came Tuesday. I call again, and am told they will be out Wednesday for sure to replace our dispenser. At the VERY end of the day Wednesday, the delivery driver showed up with a new dispenser, but none of the other things for our order (bottled water or replacement jugs). We setup the new dispenser, only to learn the next morning that it has leaked all over our break room. Nearly half a jug gone over night and onto the floor. So, I call again. Im told they'll be out Monday to replace it, and bring the other products for our delivery. Monday they don't show up, Tuesday they don't show up. I called Wednesday afternoon at 1pm and was told we were 18 stops away before the driver would get to us. I reminded the woman that we close at 4pm. Guess what? the driver never came. So here we sit, with NO bottled water and a water dispenser that we cannot use because it leaks. I looked on our account this morning to learn our delivery has now been pushed back to November 9th, one week, unacceptable! We have been without bottled water or dispensed water for 15 days. I don't like being lied to, and that's exactly what's been happening since becoming a customer of Crystal Rock/Primo Water. I have sent three emails to their office with NO reply. If you'd like to come to our office at 56 Mill St in Brookfield and get your broken machine, please do. Were here til 4. I will be cancelling our service and requesting a refund! read more