This establishment is egregiously deceptive. I deeply regret not perusing the multitude of unfavorable critiques prior to engaging with them. For over a year, they have artfully siphoned funds from us under false pretenses. Our initial agreement was for the replenishment of a dozen jugs, yet, inexplicably, this number escalated to 16, while having been charged the whole time. On a separate occasion, five jugs were erroneously filled with distilled water instead of purified. Given my autoimmune condition, distilled water poses a significant health risk, depriving my body of essential nutrients. Upon addressing this concern, we were met with a defensive and evasive attitude, insinuating that the errors were of our own making. It's evident through the multitude of disapproving reviews that this company is not committed to the welfare of its clientele. I strongly advise against any association with them. They are scam artists with zero compassion. I am currently in process of filing complaints with the Washington state attorney general- consumer protection, and the Washington utilities and transport commission. I highly encourage you all to do the same until they change their asinine ways. I've taken the liberty of providing those numbers down below. Washington State Attorney General - Consumer Protection * Phone: 1-800-551-4636 (for in-state calls) Washington Utilities and Transportation Commission (WUTC): * Phone: 1-888-333-WUTC (9882) or (360) 664-1160 read more

After being with Mountain Mist for over a decade, our office is shattered. We did MM because Crystal Springs and Primo water tastes like tap water. Trust me, we are water snobs. When Primo/Crystal Springs took over, we assumed they would use the same water source, however, that is not the case. It isn't just just a name takeover. So, we gave it like a few bottles before we asked customer service, if this was a water source change as well. Let's just be honest, it tastes like tap water. Not just tap water but metal pipes that need upgrades tap water. Now, without MM, we are stuck. Everyone in our office is now bringing their own water in. It is a sad day. read more

This is the worst company on earth. Seriously!!! I have a schedule for delivery and they never show up on that date. I receive automated phone calls for my delivery, and they don't show up. Out of the blue, I find a few bottles of water delivered on dates that are not scheduled. Because of this, I have accumulated at least a dozen empties. I have been a client for about four years and I am terminating water delivery with them. read more

We have not received a single water delivery in over two months, yet the company continues to send payment requests. Repeated calls to both Crystal and Primo Waters have gone unanswered or unresolved. The lack of communication and follow-through is extremely frustrating and unprofessional. We've since switched to a more reliable service that offers unlimited filtered water at a fixed price -- no delays, no stress. I've referred over a dozen others to do the same. This company has clearly lost its ability to operate reliably. Would not recommend to anyone. read more

Primo water customer service is horrible. Wrong orders and broken promises. Promoting fake deals and not returning money.

Always issues. Can never reach anyone. 3 calls today. Over 1.5 hours on hold to speak to nobody still. Wrong water delivered today. Several issues this year. read more

Crystal Springs Water - Been like this over a week. Can't message, can't even, & can't get an answer when you call. - Water Delivery Near Me - Kent, Washington

They have gone from bad to worse, so much so that they don't even care if you cancel your service They value customer depending on whether you are in their preferred service area or not, & they have lowered the frequency of delivery from 2-3 days to 2-3 weeks Maybe they are a monopoly, which means, most people who live in east Bellevue are SOL Find alternatives like purification system etc. To add insult to injury, they have also increased price, with lower quality service If I can get negative star rating, I would read more

I am facing a problem with the new driver not replacing the exact number of empty jugs that were taken away, which was not a concern prior to their arrival. During the last two deliveries, I put out 5 empty jugs but only received 4 refills. So each time I had to call customer support to have the 5th refilled jug delivered. According to the delivery options listed on your website, Replenish: When you leave out your empties, we'll replace that quantity with full bottles. My orders have been to replenish. The review rating is based on the most recent two deliveries. read more

This company sucks - I have to call customer service every month (usually 2-3 times) because the invoices are NEVER correct. The customer service rep you speak to has to "send a note" to upper management/branch who I do not think does anything helpful...ever. Most recently I was told the credit needs to be approved by the branch and it takes 24 hours... its been a week and the branch has not even looked to approve the credit. The other unfortunate thing about this company is they are the only company that can deliver the glass jugs of mountain valley water in the state. So either you deal with constant hell to get a reuseable/sustainable water source delivered to you or cancel your service and the options available to you are limited. read more

Their customer service/Product is non-existant. I cancelled their "service " over a month ago. I haven't received any water deliveries, and yet they keep sending me texts about upcoming deliveries. Yesterday I received an invoice! DO NOT ENGAGE WITH THESE PEOPLE! THEY WILL PROMISE YOU THE MOON AND WHEN THEY DON'T DELIVER, YOU CAN'T GET RID OF THEM! read more

$14/5 gallon bottle? Once Mountain Mist died, all of the buy-outs and name changes conceal HUGE price increases. Service has been OK, but I may begin drinking gasoline as it is almost cheaper. read more

At first, I enjoyed the service. My first 2 deliveries went off without a hitch. My third delivery, the amount of bottles were doubled without warning, which of course, doubled the price. For the next month, my delivery was canceled by them and pushed out until the following month. But they didn't tell me it was going to be canceled. I got the email saying my delivery was the next day, and they just never showed. No warning.. Just didn't show. I received an email saying they were having trouble finding delivery drivers, but then I see multiple delivery trucks coming through the area? After a good 3 months of waiting, I finally saw that my delivery was schedule led for this week on the app. When I looked again, pushed out until August. I'm done. Don't waste your time or money. They clearly don't care. I'm not sure why they keep avoiding my house when they come by the area pretty consistently, but it's poor business on their part. read more

I've been a Crystal Springs/Primo water bottle delivery customer for a few years and I really like the water a lot. What I don't like is their account management and poor customer service. Whenever they exchange bottles or equipment, they never deduct what they take, so if they pick up 3 bottles they stay on my account until I call customer service (often more than once) and have them removed. Why does it matter? Each bottle you have on hand requires a deposit. Another major issue is changing/canceling delivery dates. Sometimes I can do it on the app/online and sometimes I can't. I've been trying to skip my next delivery for the last 2 weeks and keeps reverting back to the date I want to skip. As far as deliveries are concerned, they have always delivered on the date shown on the calendar in my account and they have always delivered the number of bottles I requested. Other than not deducting the bottles/equipment they pick up, the delivery drivers have been excellent. If I had a different service available, I would've switched along time ago. I I give the water an A, the drivers a B, and their customer service an F minus. The whole point of using a water delivery service is convenience and their terrible customer obliterates that, which is why I'm giving them such a bad rating. read more

I am a long-time customer since 2007 but I've never experienced with this terrible delivery schedule for this year Without any giving me a notice, my orders have been skipped already 4 times Even though I made phone calls and talked with so called assisting agents after a LONG wait, my orders been skipped with no cause till today Now I don't have any water bottle left I eagerly want to terminate my account read more

This is the WORST company I have ever dealt with!!! My order is always wrong, they haven't made my deliveries in several months, then the last delivery my order was doubled. My husband told them as they were delivering to take it back as we didn't need 14 jugs of water, 2 cases of coffee and 2 cases of sparkling water, etc... they just shrugged and said that's what they were told to deliver, got in their truck and drove off. I called them immediately, sat on the phone for an 1.5 and the lady finally said they would pick them up the next day, they never showed, then I get a random text 2 weeks later saying my scheduled pickup would be today, so again I put it all out, and no one showed. Here we are 2 months later still getting $400 bills for stuff I never ordered, and they won't pickup. I wrote to corporate like it says on the bill and no response, it also says while I'm disputing my bill they won't try to collect on my bill and it won't interrupt my service, yet I still getting bills and no water deliveries or pickups yet. And after reading these reviews I see their response is to email them... WHAT A JOKE!!!!! Do yourself a favor and just avoid this company and save your sanity! My next step is to report them to the BBB. read more

Worst company I have ever dealt with. When I called to cancel my service and pay my bill they transferred me then when I was finished paying my bill they hung up on me without saying a word. I called the company back again because I wanted the equipment picked up and the recording kept saying that I didn't have an account there. When I finally got a hold of somebody and told them that I paid my bill and I needed the equipment picked up. We scheduled a date showed up. I tried calling them again and as soon started talking and I told him my situation they hung up on me. Then I emailed them and heard nothing back and have emailed them again. Also tried again to call today and they hung up on me. Don't even engage company because it's a never-ending abyss of bullshit. read more

I would give this company ZERO stars if possible. Never can reach a person when calling. Hold for more than 30 minutes is more than anyone should tolerate. Emails go unanswered for weeks. My Water + app does not work. Online chat function does not work. Being ignored after being a loyal customer for YEARS is insulting. read more

-Zero is my Rating Requested dispenser and 7 5 gallon water jugs. No one showed up, yet they want you available for 1st delivery. I called the 800 number 3 times for delivery updates, they were useless. The last call I placed told me my delivery would be the following day. OH NO, I have a job to be at, CANCEL ORDER! After I canceled the order there was no follow up to see how this may be resolved, no apologies, nothing! Steer clear from this company. I believe they have the clients they want and need no new business! read more

Came on with crystal Springs after they bought out Mountain Mist. What a joke of a company. The cost of our service doubled after the switch and the service and communication is severely lacking in quality ---NO VALUE. Any semblance of a company that cares about the customer is not there. read more

We were happy customers of Mountain Mist, a local water delivery service for several years until they were bought out by Florida based Primo Water (Crystal Springs). The transition didn't start well when several delivery dates were missed and I had to inform their staff that Mountain Mist had a scheduling policy where national holidays advanced the delivery day schedule by one day which they were unaware of. After a couple of months, they in fact were forced to adapt the same Holiday advancing schedule that Mountain Mist had previously employed due to delivery backups. Never-the-less several missed deliveries continued. The straw that broke the back of our relationship was when a delivery was set on our porch and unbeknown to us, an ice cream dollop of black grease (think-black CV joint grease) was stuck to the bottom of one of the containers. Not knowing, we brought it into our house and set it on our entry rug where it made a baseball size mark on what had been a beautiful rug. Had a rug cleaner attempt to clean it and they were able to get a bit of the stain out, but it the stain was still very visible. After being promised a reimbursement, (about 10 phone calls, 3 months, never a return call) they did finally reimburse for the cleaning fee. This is an international $775 million dollar company that has a near stranglehold on all spring and filtered water delivery services. We cancelled our service and now purchase spring water from a large retailer with free on time delivery and at far less expense. Be forewarned! read more

DON'T DO BUSINESS WITH THEM!!! We've had nothing but problems with their deliveries. From the start we've had problems with them. First, they promised no dispenser charge. We never got it until multiple complaints. Now our water deliveries have not happened right. Last month they said our water would be here on a Wednesday. It never came. We called them and they said it would be here on Friday. It never came. They said it would then come on the following Monday. Again it didn't come. We called the regional office and finally they got it delivered. Now it's happened again. Our delivery scheduled for Wednesday didn't happen. They say they won't be in Puyallup again until the end of August. What? They're only in this area one day a month??? We'll be long out of water by the time we get another delivery. You can be sure we're canceling our business with this untrustworthy place!!! read more

Terrible service and support. Been a customer for 6+ months, not one delivery has occured on time without issue.

Our office water delivery is two and a half weeks late, and I keep being told it will be the next day. Getting through to anyone on the phone requires a lengthy hold time, and filling out the contact us form has yielded no results Right now, I am on hold, and have been for more than an hour and a half. This is not the first time we've had similar issues, and I am now exploring other options for the office. EDIT: Someone finally answered the call at the 1 hour 43 minute mark, and promptly disconnected the call. read more

The delivery service grew terrible about a year ago. No communication and no water for weeks. Granted, there was a pandemic. Many companies had a hard time meeting customer needs but now the delivery has commenced again the quality is horrible. In the past four months we've received two bottles that each had a small puncture near the top so that when we turned the water upside down into our dispenser and went about our day, the water slowly leaked out and covered the kitchen floor. The punctures were not detected until the bottles were turned upside down. How are heavy duty plastic bottles getting small, nail-sized punctures in a place that makes them undetectable until used? Far worse, two other bottles contained debris. One is pictured here with a green label floating in the water. A previous bottle had a white plastic plug floating inside. We've also seen several bottles with black mold and/or dirt blotches on the interior. We returned all of these for replacement but after this month's delivery had a punctured bottle and the green label floating, I'm way past done. I can no longer drink this water. Who knows what else is in it? Canceling. read more

Crystal Springs Water - Green label floating in water. - Water Delivery Near Me - Kent, Washington

So, did a review before at 1 star, then raised it once they fixed the issue. Well, that didn't last long. It has been since 12/6/21 since we have received service. I called last week to complain, and the customer service agent set a new delivery date, and assured that service would happen 1/31/22. Well, after again not getting a delivery, I called to see what happened. The customer service agent this time said that there was no new notes on the account, and we weren't scheduled to get service till 2/14/22. Save yourself the time and hassle and go through another company. Could not recommend this company at all. read more

Crystal Springs Water - Water finally came - Water Delivery Near Me - Kent, Washington

I would not recommend this water delivery service to my worst enemy. They are extremely unreliable (they missed my last 6 water delivery dates) when you call them on the phone they are very pleasant, and assure you that your delivery is on the way- then it never comes. I set this company up through Costco, and to be honest I'm surprised that Costco even teamed up with such an unreliable company. read more

Crystal Springs Water - All my my empty water bottles, waiting to be picked up. - Water Delivery Near Me - Kent, Washington

*UPDATE*! Now the delivery has been changed once again to 3/11/24 without so much as an email or phone call to let us know why they are not delivering water when it is supposed to be delivered! This company is ridiculous! If I could give this negative zero's I would do it! I can't for the life of me understand how this company stays in business! They have skipped at least 6 delivery dates in the last 6 months! Now we were supposed to get a delivery on 2/22 but of course they skipped it! The last delivery guy that brought us water said that he was from Macon and helping out the local branch because the driver quit! Why on earth would he tell a paying customer that? Why does our place of business have to suffer because they can't keep adequate staff? Don't waste your time calling customer service because I was just told "oh we can't really do anything but I see you have a delivery scheduled for 3/7" I mean lady I just told you we are out of water! Oh they need minimum of 7 days notice to set up an extra delivery? I was like am I in the twilight zone?! You didn't even bring me my last scheduled delivery but I have to wait 7 more days to see if they will even bring me the water order?! Come on make it make sense! So here we are going to buy bottled water from the store so I am just thinking we will have to cancel this lack luster service and continue to buy from the store. You can't get help, you can't get your delivery, so what is the purpose of this business? Perplexing!!!!! read more

Have had intermittent delivery problems with Primo (formerly Crystal Springs) over the last couple of years. Last year for several weeks deliveries would be skipped for no apparent reason (that they say). Calling customer service (somewhere on the east coast) does nothing as all they can do contact the local distributor in Kent and leave a message. If you call or go online, they will re-schedule a delivery for that day (to make up for the miss) but it will never happen as it's all dependent on the Kent distributor. When you call back, customer service is very apologetic, tells you delivery will now be in two days and will contact distributor again to see if it can be done sooner. Mind, you will never hear from anyone but you won't get your water either. Now, for the last 10 months they've been doing well for me, but it happened again this week with the same run around. I asked for the Kent distribution center # of course they won't give it out. They now charge $13 delivery fee BTW. If the disconnect between main office on East coast and Kent distribution center wasn't happening they probably wouldn't have such bad reviews. Rescheduling a missed delivery when experience shows it still won't happen and no communication to the customer either isn't boding well for Crystal Primo water. If a delivery is missed, they should make up that delivery by the next day. read more

If I could give them a zero I would! We've been a customer of Crystal Springs for almost 10 years. A year ago their delivery and customer service went down hill! Twice this year alone our service was skipped due to "lack of drivers" or some other company issue. The first time they skipped us it was only a month, but the second time was over 3 months. I would get notifications that my delivery was scheduled then late at night we'd get an automatic apology email and a new rescheduled delivery- then they would skip that day too, promise a new date a few days later and next thing I know, it's been 3 months and I've been buying water from the store! Customer service is terrible- they also promise delivery and nothing happens. When I call them, I can't get through and when I email them I get an automatic reply that currently they are "experiencing outages on our website and phone system, which is impacting our call center." BTW, for over 3 months they've been experiencing this issue. I get a reply every now and again and am told that they've escalated my account to the route manager in my area but I never hear anything from them and they don't deliver! I'm so disappointed in how they treat their customers. I'm tired of the broken promises and terrible routing. After 3 months of skipped services- they lost another customer. And it looks like I'm not the only one!!! read more

BEWARE OF THIS COMPANY!¡ They are a monopoly and an example of what's wrong in Corporate America. They are buying out the industry leaving no other options, no competition and making it hard for entry into the business (can you say monopoly). Unfortunately, no matter what is said They hold all the cards and they know they don't have to solve issues because no one cares when you are the only player in the game. BEWARE!!! CHECK YOUR LABELS!! Even when you think you are choosing another option you are not. PRIMO OWNS ALL OF IT!! And then there is someone else that owns PRIMO!¡ Corporate America doing Corporate America on the backs of the common man. They will steal your money for services not rendered, they will justify taking your money without your knowledge without proof, they have the last word. So make sure you get all your documentation, do not do paperless billing or autopsy (although they will sign you up without your knowledge and you can't turn it off), they will come after you for money months later, etc. This is too much just for water but it's the greatest scam undetected!! BEWARE, BEWARE, BEWARE. I predict that like all scams, what's done in the dark always comes to the light. I got taken as a customer of a bought out company and am warning others...do not fall for this company scam!! You decide...do your research...get all you can in writing. And to those employees bought out that are driving this mess...I get it...feed your family but at some point let your conscience be your guide. We all have to choose what GOD we serve. read more

Just like seemingly everyone else here, they have decided that delivering water is not something a water delivery company can handle. I cancelled our service three weeks ago, after not getting a delivery pushed back four times within two weeks, when our office ran out of water. They STILL can't even manage to pick up the dozen or so empty bottles we have on site. I'm done calling them about it, if they don't come within a week then their bottles are just going into the recycling bin. I've never seen worse customer service in my entire career as a Facility Manager. read more

After my initial review, a rep from Crystal Springs contacted me to help resolve my lack of service. I wasn't expecting much at first because of all the steps I took for service. The help I received from the rep was quick and precise and she worked to provide me and my tenant service. Until this point, the service and the quality of the product were outstanding. I hope to be back there soon. I want to thank the Crystal Springs rep for all her hard work. read more

I would give ZERO stars if I could. We have been having delivery issues for the past year. Any time I try to contact someone with the provided numbers through their website, I am directed to a new phone number to call and then transferred again only to wait on hold for 30+ minutes and still receive no solution. We have been told twice we are past due and in collections and then when we finally talk to the service rep, they say "I'm sorry, I don't know why your account says that, you are not in collections", yet it remains the same. We are on auto pay, always have been. Our account is current. The customer care team don't actually care to try to hear and resolve, just quickly send you to the next team. We are going to be canceling our service as soon as I can get through to someone who will actually keep me on the line longer than 3 seconds before sending me to the next. read more

If there was an option for negative stars, that's what I would be picking. They have missed more deliveries than they have made. When they do make it, it's rarely on the day they are supposed to deliver which has resulted in me having to store a bunch of empty 5-gallon bottles because I didn't set them out since I didn't know they were coming. Now I'm moving and they were supposed to pick everything up this last Friday. No one showed so I called Monday and was assured someone would be there that day. No one showed so I called Tuesday and the CS agent said she would call the local branch to verify a pick up date and then would call me back. No one called me back.I called again and they scheduled someone to pick up the equipment my last day living in my place. I ldon't have much faith of that happening and let them know that, if no one shows, the equipment and bottles will be given away or left on the street. I would suggest staying far away from this company. Nothing but headaches. read more

We ordered this service through Costco thinking it was reputable. First we almost didn't get the dispenser and then when the hot water feature didn't work we called the Primo customer service to get a new dispenser. Two weeks later we've been told someone would be there and we are done. No water delivery no calls back. read more

All of the bottles I get from them leak. It's easy to get them delivered but I don't need it if they leak all over the place. The seals are weak on all of them. And it's like that every time unfortunately. Going to have to cancel their service read more

Crystal Springs Water - Leakage - Water Delivery Near Me - Kent, Washington

It seems since I left that first review that they have resolved their delivery issues. Part of it was that they made it seem as though you could schedule a delivery at any time, which is not exactly true. You can schedule deliveries within the windows that they are in your neighborhood. Once they forwarded me a delivery calendar and I aligned with that, everything was fine. read more

These are literally the worst guys ever. I understand things can be difficult with deliveries. I am a delivery driver, but these guys are never consistent. I have been a customer for over 6 years and the prices go up but the quality of service goes down. I have cancelled my service and scheduled for a pick up yesterday and they couldn't even get that right. No communication. Terrible delivery service. Customer service promises you stuff and never gets delivered. I don't know how these guys are still in business. Delivery water should be easy. read more

So I canceled my subscription like 1 month ago? The lady at the phone said there were going to pick up the bottles that are still in my apartment at Oct 3rd and give my back my deposit. And of course they didn't show up (jokes on me to think they were gonna do it this time) nor did I return my deposit. The five empty bottles are still in front of my apartment lol readers please please please don't subscribe to this shitty company. Please. read more

I am not one to leave negative reviews. But, I was so excited for my new Costco membership and that I could order from crystal springs. I have called every day for over a week asking where my water is and every day they give me some excuse as to why my delivery date keeps getting changed. My water was supposed to be here over a week ago. Yesterday they told me it won't be here now until 9/13. The first excuse was "the driver popped a tire" the second excuse was "we are short staffed. But the driver will deliver to you today and call you to let you know he's on his way". Never heard a word. I got this excuse twice, two days in a row. The excuse I got yesterday for it not being able to be delivered until 9/13 is "the bridge is out". This is the worst service I have experienced, especially as a new customer!! Do not recommend using this service!! Go elsewhere!! read more