Not sure what is going on with this new company. I've been a customer with the service for over 20 years when they were Deep Rock Water. Now they are Primo Water. The water dispenser they leased to me no longer works. I scheduled time for them to pickup. They cancelled three times. The 4th time, I actually got a confirmation. Unfortunately, it was a no show. Nothing. Very unprofessional. I called them only to be put on hold for 60+ minutes. Their solution? Schedule another date for a pickup which is two more weeks out. Needless to say, I cancelled my service. UPDATE (07/10/2025): The rescheduled date for the company to pickup my water dispenser was today. Another no show. No calls or anything. At this point, I am going to have to figure out where their Denver office is so I can drive down there to drop the unit off myself. read more

Deep Rock Water - Water Delivery Near Me - Denver, Colorado

Deep Rock has recently merged with ReadyRefresh and become Primo Brand. Since doing so they've been unable to replace our water dispenser . . . have added a "delivery fee" of $13.99 for each delivery . . . and have left me on hold a minimum of 20 minutes every time I call to get these things corrected. Suffice to say they SUCK worse than they did when they were just Deep Rock Water. I don't know if this is due to the transition or not . . . but that is NOT anything their customers (for over 5 years) should have to endure. We will be looking for another provider of water immediately. read more

I have been a customer with Deep Rock for a long time. Recently they merged with Primo Water and it has been absolutely horrible. My deliveries are randomly canceled and always late. Their customer service takes 30 minutes minimum to get a hold of someone. Also, the new website glitches and rarely works. It is sad to see a great company go so far down hill in a matter of months. read more

I have had my Deep Rock water delivered for years without problems. Now Premo water enters the picture and they have missed delivery, excessively charge for each delivery and change my brand to Arrowhead water. I called and they say they do not delivery Deep Rock anymore. So, I canceled my account and will find a place to buy Deep Rock. I will also file a complaint at Costco, this is where I joined Deep Rock delivery. read more

This company since being sold has turned into one of the worst companies. I have ever had the displeasure of dealing with... When one calls customer service, you are put on, hold for 45 minutes. And then they come on and they say, oh I'm sorry, but your account has been migrated, and then they switch you over to somebody else where you have to wait another 45 minutes. I have tried for 2 months to get them to pick my equipment up and discontinue my service. Today, I'm going down to 26 in California. Personally, to let them know my displeasure... read more

My driver, Chris, is great! And the water is the only brand I can have with a medical condition I have (we've tried others and they cause issues). My only complaint is since the company merged and transfered their admin/customer service from Atlanta to overseas there has been problems. Again, the Denver department and my driver, Chris, are great!! read more

Ever since Deep Rock got bought by Primo I can't get anyone on the phone for 30 minutes. Ive asked endless times to cancel my account and pick up their equipment. They say they are coming and never do. Then they claim they came by but they never do. They lie. On Monday I'm driving to their office and leaving everything on their front door. 30 years a customer and overnight the company went to $hit. read more

Under no circumstance should you start service with this company now that they merged with another company. They constantly cancel and move delivery dates or skip them all together and then charge you for them. it's been hell and there is absolutely no way to contact them and their live chat is a bot. I'm finding a way to cancel as soon as they open. read more

I have received three emails from Deep Rock since signing up for their delivery service at Costco. One was the introductory email and the other two were emails telling me "tomorrow is your first deliver." I never received a delivery and I hav not received a response. I've waited over 10 minutes twice on their toll free customer support number and no response from two emails. im so glad I didn't cancel my Eldorado water deliver. We just thought we'd try Deep Rock and compare the two. We are sticking with Eldorado! read more

Deep Rock Water - Wait time with no answer. This was my second time calling waiting. - Water Delivery Near Me - Denver, Colorado

I can now understand why all the bad reviews are listed. I signed up for water delivery and the first delivery came as planned... great! However, my second delivery on Friday never showed up. No email, text or phone call explaining why. When I called they explained it would 'hopefully' be here on Monday.... after the weekend. The third delivery never showed up, as well. What kind of company is this? Customer service is very poor!! Update: When the response says to 'Direct message' them it does absolutely no good whatsoever! read more

AVOID THESE FOLKS......Two scheduled deliveries in a row should have been missed with no communication as to why. I last saw these people over 4-6 weeks ago. The first delivery was a couple of Fridays ago. They said they were delayed and missed the delivery so they would return on Saturday, but that delivery never arrived. I called on a Monday (because you cannot talk to a human on the weekends), and they told me a truck broke down. There was no email, no correspondence, and nothing on why this happened. My next delivery was supposed to be yesterday, but it never showed. There was no email. I called apparently too late and cannot see why it never showed b/c Deep Rock doesn't care to tell you when they screw up. I am still trying to figure out what I should do to convince a company to give them money for water. This is easily one of the easiest businesses to make money in Colorado and these people have found a way to f that up. I will cancel my service once I can talk to a human. read more

Every single time... That I had an order with them they miscalculated the bottles delivered and the bottles that I returned Every single month I had to go and talk to Customer service who really didn't make a difference Really demanding high energy for a product that is supposed to have customer service that serves us Don't do it read more

Don't use these people. First off I had several missed deliveries with no explanation, but that wasn't the big issue. I fell on hard times and called them immediately to cancel my service so that I would not get behind. I set up an appointment for them to come get their dispenser and their bottles, but they never showed. Next thing I know my bill keeps getting larger and larger and I keep calling them and telling them to come get their dispenser and bottles, but they won't until I pay the past due balance that they keep increasing every month while i have their equipment. I called them immediately and if they would have come and picked it up I woule have only had the "one" month of service to pay for. I tried to explain them the situation and told them that I absolutely would pay my final bill, but they refused to come get their stuff and they keep adding fees onto my past due balance, however, they are not servicing my home... I have called and asked to speak to supervisors, and I have even offered to drop the equipment off at one of their locations so that I can quit accruing further charges and fees, but they will not give me a place to do it and they will not return my calls. Now I hear from a couple other people in the area that same thing has happened to them and now they owe over $300 to pay for the dispenser and the bottles when all they wanted to do was cancel their service as well. Would not recommend at all. I wanted it to be clear that at no point in time was I refusing to pay the one month of service that I didn't even receive any bottles for but since I did have their equipment, I certainly don't mind paying that but now my relatively small bill is fast growing. read more

I enjoy the product and the deliverymen are polite and work hard. However, the customer service on the phone is often awful and the billing is bordering on scam. The charges are odd and ever-increasing. They charge you a bottle deposit for every bottle you have and they're supposed to refund the deposit money when you give back your empty bottles, but they never do it. So my last bill, for 6 five gallon bottles, a deliver fee and rental fee for the water dispenser was $93.00 which is insane. They never refunded my $6.00 per empty bottles that I returned. I've regularly had to call and request the bottle deposit to be refunded. Sometimes the delivery never comes and they don't contact you to tell you it's not coming. So my six empty bottles - I always get five or six - will be sitting on my porch waiting to be picked up. They won't come and you'll still get billed and overcharged. I sent an email a week ago request a refund because my $93.00 bill is just outrageous for six five gallon bottles of water. No response to my email. So today I was chatting and the guy Keven was rude, did not resolve the problem and ended up disconnecting our chat. If my next deliver does not go smoothly and I'm not charge the proper amount, I'm going to cancel the service. These incorrect billing methods are outrageous. read more

I ended up buying my own water cooler and filling it up for 50 cents a gallon at the grocery stores. Deep Rock is like everyone else said such a scam!! I canceled my service back in October for the reasons in other reviews. Inconsistent delivery and pickup, random charges, no shows and added deliveries. Never again. So after canceling I forget and never hear from them. No emails nothing. I try and log in. Locked out. Finally in January I get in touch with them again and ask why my equipment is still here and not picked up. In which they informed me of a $200 bill. Excuse me? I canceled in October. They have been billing me since October the rental and late fees etc. I refuse to pay any of these fees. I chose to pay $80 on charges since October from the rental fees and told them again to get the equipment. Still sitting here at the house hung picked up. Call again to see when they will get it and they tell me I've a $96 balance. I said what is the balance in which they say fees. I already paid up I'm not paying fees as you can't even get the equipment. So today I looked up the address and came across yelp. Found and decided to leave this review before I physically go drop off the equipment to their faculty with my $100 delivery fee and bill to them. They can pay me the $100 fee to return their equipment months after I asked to cancel and even paid the rentals after canceling. My bf got deep rock 2 weeks ago and I got him a cooler as well. He was well wishing time to cancel his agreement luckily. read more

Deep Rock Water - Cooler waiting to be picked up - Water Delivery Near Me - Denver, Colorado

Worst service ever. These folks are thugs. They will charge you and will not deliver water to you. You will end up chasing the customer service several times and those folks at customer service will have no idea about your delivery. Website is down most of the time. Never thought Costco will have a service which will be so frustrating. Costco please scrap their contract it is spoiling your name read more

I would give them 0 stars if possible. Not only did they deliver when I had all deliveries cancelled for months out, but that was even after I called and spoke to a rep who ensured me that they would not deliver the order. I have called at least 6-8 times in the last few months about problems on their end. They cannot seem to get it together and I'm not sure if their drivers are just lazy, confused, or both. The last excuse was that they did not show up to swap out my water cooler and deliver my 2 bottles of water because the driver noted 'property not accessible.' They inquired if my community was gated. I live in a HOUSE. There is no locked entry that they cannot get into to leave the items on the porch. Not to mention they were supposed to follow up with me over 3 times now to schedule or resolve my problem and cannot be bothered to. I wrote an email to the regional manager, Veotus, to see if he can make the local branch manager, Ryan, get it together and hold a higher standard for customer service for both himself AND his employees (drivers). Ridiculous! I've been waiting for a call from Ryan on two separate occasions now and all I hear are crickets. DS Water Services owns Deep Rock Water here and in Arizona they own Sparkletts. I had this same water cooler rental and water delivery set up with Sparkletts in AZ and they were extremely competent, helpful, and responsive. It is completely the opposite of Deep Rock here. Absolutely, positively, do not sign up for services with this company. They are not competent, do not help you, make promises all the time that they never follow through on, and you cannot get contact information to even get in touch with someone local who could actually do something for you. I am about to research online right now a different company to rent a water cooler through and deliver my water. I will gladly pay MORE to be provided with ACTUAL customer service. Deep Rock Water is complete trash. I rented my water cooler and get water services at a discounted rate because I am a Costco member. I am also going to contact Costco to let them know how horrible Deep Rock is and that they should no longer support this local vendor. Costco holds a high standard for customer service and I'm sure they wouldn't want their members treated like this. The only time I got horrible customer service at Costco the manager called me later and sent me a $20 gift card in the mail because of my experience. read more

DO NOT USE THIS COMPANY!!!! I have been trying to get them to pick up my machine and water for the past 6 months. They sent me to collections and I paid the amount due as this was the excuse they couldn't come, and after paying collections they still never showed up! I would appreciate if someone could help me resolve this immediately! Every time I call I'm told an email is being sent to the district manager, yet I never get a call back! This company is being fraudulent and continuing to charge me after I have made it clear I do not want to continue my service! I'm stuck with 33 bottles of water due to deliveries I did not set up and they owe me money for the bottle deposits. Deep rock do better and pick up your equipment and water and refund my money! read more

Truly an unorganized and mismanaged business. Despite problems with every single order over the course of years, it always seemed like less trouble to just deal with the Deep Rock situation rather than find another water supplier. If you are about to begin services with Deep Rock - PLEASE consider your other options; don't make my mistakes, don't get entangled with this disaster of a business. For years water bottles have been left outside the building, despite this being made clear that it's not okay. After a very long hold (~30min) and discussion with an irate and probably overworked employee, it turns out that they can only "request" a delivery off time during my business hours. No guarantees, no recourse, no one to ask for confirmation, no contact at my local distributor. I fully expect to either miss this order, or come to find water bottles left out front next to garbage and debris blowing around the sidewalk, assuming they haven't been stolen. I expect this because this is what happens every. single. time. Delivery guys are always friendly - no issue there read more

No I will not talk to your "cancelation specialists" for the 10th time. I'm tired of giving you another chance, we have been doing this since March. At this point it feels like you are getting it wrong on purpose. Why am I dealing with a different person every single time? Does deep rock water cycle thru cancellation specialists as fast as their truck drivers? How can you not know we have had this same exact conversation so many times? You call me, say you're sorry, claim that you personally will deliver the water correctly without dumping full glass bottles outside of my apartment building. We have been having these conversations since march where I beg you to stop leaving the bottles outside my apartment- since march! My building manager has asked me numerous times to stop this and has placed a permanent sign saying don't leave deliveries here and you STILL leave the water jugs there. I've called you NUMEROUS TIMES in March, April, May, June, July, now its August and you still aren't listening to me. What is wrong with you? Seriously, WHAT IS WRONG WITH YOU?? read more

Deep Rock Water - Water Delivery Near Me - Denver, Colorado

Please check all these rating before you think about using them. I wish I did. I've been trying to return my empty bottles and pay my bill for weeks. After hours of waiting on hold and waiting for call back I started trying to go in. It was no better. Hearing about how great their customer service is while waiting on hold for hours is outrageous. I have never experienced a company that is harder to work with in my life. They don't answer the phone and they're not in the office. I just need help to pay my bill and close my account. read more

OMG, after 25 days and 15 phone calls, they finally just picked up our stuff!! I almost fell over and could not believe it! Now we'll see if we get our deposits back. read more

Needed a replacement cooler, called them twice a week for the last 2-3 months. The customer service rep schedules a drop off every time and assures me they can replace it, no one ever shows up. Incompetently ran company. read more

I have never experienced such HORRIBLE customer service. I don't even comprehend how Deep Rock is in business. I have never in my fifty years felt a need to warn/ advise others on such a matter. I am a very kind and forgiving person, but my limit has been found by Deep Rock Water. I almost feel guilty about writing this but that is how bad they are. Hi Jose. You asked me to send my direct number and address. Why do you respond so quickly on this public platform? Are you s supervisor? Because a supervisor already called and promised a delivery which FAILED. In what way would you make a difference? read more

Back in January 2024 we were visiting family in San Tan Valley, AZ & my sister in law showed us a hot & cold water Primo water dispenser that loads from the bottom of the unit. We thought it was pretty cool, but since we live in Grand Lake, Colorado in the mountains we didn't think they would deliver to us (we drive 90 miles to the closest Costco). Back in January I tried going to the Customer Service Desk at the Wheat Ridge, CO Costco to see if they could deliver the water to us & they gave me the Customer Service # to call at their main office...we kind of got the run around so we kind of gave up! Then a lady we know at a local business in Grand Lake mentioned that she gets non perishable goods delivered in Grand Lake from Costco, so we had hope! A month or 2 later we were at the Costco in Wheat ridge again & a really nice lady was there demo-ing the same hot & cold water dispenser that we saw in Arizona. We discussed our situation, being in Grand Lake & that since the Troublesome Fire in 2020, we do not trust the quality of our well water as a lot of fire retardant chemicals most likely seeped into the ground & water supply. The Deep Rock/Primo water Rep said that she would have someone from their Company call us to see if we may possibly be able to get water delivered up here. A Rep. by the name of Victor Soto from Deep Rock/Primo Water in Denver called us & said he would come up to discuss delivery there. He came up a few days later & he said yes, they could deliver up here. We were so happy & we asked for two dispensers & several bottles of water & we told Victor that several others up here would also probably be interested in the water service. The water is excellent & we appreciate having good water that we can trust up here and Victor is awesome. Victor is very positive & friendly & very strong. We love the service & no more hauling cases of bottled water up here...not to mention that we no longer have a bunch of plastic bottles to throw away constantly. Anyhow, we love the carefree water dispensers, the excellent quality of the water & the quick, efficient service. This was Deep Rock Water but now goes by the name of Primo. We are so happy we ran into the nice Rep at Costco...I wish I could remember her name...but we are happy mountain customers. read more

UPDATE JULY 23: it's been over a week! They haven't come to collect their bottles, which means we still haven't received our refund!!! How are they still in business?!?!? This is absolutely unacceptable. I have never experienced customer service from a delivery service this poor. I worked in the service industry for many years so it takes A LOT to make me mad and even more for me to post a negative review. Apparently they won't be up here til next Wednesday This means that if I were still waiting on water they would have missed my delivery by three weeks. Someone did reach out to me here on yelp but said they can't locate the account in question. ‍ I REPEAT DO NOT USE DEEP ROCK unless you don't mind paying for a service you never receive. JULY 17th 2020 I know this is cheapest water delivery available, that's why we picked them, but DO NOT USE THEM!!! First two deliveries were okay but the third one just never showed up. Our delivery was supposed to be Wednesday 7/15. We got an email that said they were going to miss our delivery and will be delivered tomorrow (7/16). By 3:00pm on the 16th we still hadn't received our water. I called to find out what was going on and they assured me someone would deliver it that evening. They would make a special trip if they had too. No water ever showed up. This is more than just an inconvenience because we live in the mountains our well water isn't great to drink so we rely on delivered water for drinking and cooking. Also I am in the vulnerable group of people due to a lung condition so we rely on things to be delivered to keep our exposure to COIVD down. It is now 7/17 and I called to find out where our six , 5 gallons of water are. Apparently this morning around 6:00 They changed the delivery to 7/22 without informing us or any consideration for the fact the water is already three days late. So I just canceled our service. Chanteau is the rep I spoke to and she was great. She was kind and apologetic as she worked to cancel our service. But this complete disregard for communication and follow through is unacceptable. Our water never showed up and then they just changed the delivery date to a week later. Absolutely not okay. This is not okay during normal times and completely unacceptable during a pandemic. Things happen, delays happen, etc but to not make it right and in fact just ignore it all together is what made our decision to cancel so easy. So we will be paying more but hopefully actually receiving water we pay for with another service. read more

Deep Rock Water - Another cancellation - Water Delivery Near Me - Denver, Colorado

See all

I had my water delivered today and this was in the bottle!! A luggage tag from the Airport from February. Very unsanitary. I canceled my service today! 4-2-2020 read more

See all

Horrific service- they do not pick up empty bottles and their customer service is truly awful. Do not use this company-

Been on the line for 1 hour 30 minutes, just to cancel my service. Had to cancel because they couldn't switch addresses for a new move due to their employee error. We sat on the line for hours and they never could work it out, they would put us on endless hold. So after another hour and a half wasted today, apparently they are going to charge to pickup their bottles and dispensers. I suspect there may be a class action on these guys for a multitude of shady practices. You CANNOT switch your address online and you CANNOT cancel online. In fact you just sit on hold for hours to do either one of those. Don't even try these guys, it's like a bad date. I just hope my car doesn't get keyed. This review is my opinion only. read more

Their water tasted of plastic and was undrinkable. No refund was offered for a toxic waste product sold under the guise of a healthy water alternative. Use their service at your own risk. From their response: "While we would be glad to pick up full bottles from your location, we are not able to credit your account for the return of any product. To ensure product purity and the highest quality standards for our customers, we require that any unopened water returned to us be discarded. If any full bottles are picked up from you, your Route Sales Representative will discard the water." In other words tough luck, thanks for your money. read more

Trust me, don't get this service. Reasons: 1. Confusing website 2. Missed deliveries 3. Unclear contract 4. Poor quality water cooler (top loading) 5. Poor customer support They really need to train their sales staff and drivers in basic things. The only plus is that the water is good and reasonably affordable. Very sad it didn't work out, but there are many other providers available that offer better service. You can't put a price a good service. read more

We have been Deep Rock customers through Costco for about 5 or so years. We have had minor issues through the years but Deep Rock always stepped up and took care of any issues without hesitation. This time I believe we are somehow falling through the cracks of their tattered customer service and delivery program. I received the automated phone call on July 19th that we would be receiving a delivery the next day, July 20th and to place our bottles out, and so I did. July 20th came and went and the bottles sat empty in their place. I thought maybe they are just running behind a day, stranger things have happened. July 21st came and went, still no delivery. I called on July 22nd and was told that there is currently a shortage of drivers on our route so they are running behind and would have our delivery to us by July 23rd. Still no delivery, we are now out of water, we don't drink the tap water at home as we don't like the quality of it. We went camping for a long weekend and returned on July 27th. Still no delivery. I called again and was told that they would make a delivery the next day, July 28th, the Deep Rock truck came roaring down the cul de sac on July 29th, wahoo I thought, they dropped water at my neighbors house and left. My bottles still sit empty in my front yard. I called again and was told they wouldn't be able to get out until August 3rd, so I said fine, August 3rd came and went, guess what? They delivered to my neighbors house again and we are STILL OUT OF WATER!!! I called again and have been told that they won't be able to deliver to our address until August 17th, which is our next scheduled delivery date. As luck would have it our city just placed us on a "Boil Water" restriction as they found e-coli in the drinking water, another reason for us to have this service that won't currently deliver. We have had such great service until this. I am so mad. All of their customer service reps are very nice and understanding and do exactly what a customer service rep should do however none of them are actually able to get me in touch with a manager or someone in my local area. I don't want to have to cancel our membership and I understand that in the big scheme of things our residential account is small potatoes but we are still customers who pay for a service and this time Deep Rock has let us down. **update** The delivery mishap has been handled. We now have water. The "boil" advisory for our area has been lifted. We will continue to be Deep Rock customers. I'm very appreciative that they took care of this for our family. We were given a 2 bottle credit for the mishap. read more

1. They missed the delivery time.. 2. I canceled my order.. 3. when i returned home, the Delivery was sitting at my front door. 4. One Bottle was leaking all over the floor good thing its linoleum. the cooler looks like it was taken out of the garbage.. it was very dirty. 5. no communication from Sales person, and i never signed anything... What gives with this company. read more

No water for 4 weeks, I've been promised it would be delivered and it never came. One customer service rep said they were having issues due to manpower and I was understanding. He said a district manager would be calling me and that never happened. Called again, customer service rep sounded frustrated and said water would be delivered the next day. It never came and now I am beyond frustrated, water is "supposed " to be delivered today, if it doesn't come I'm done with them! read more

We live east of Brighton and delivery is spot on. No problems at all. Great service and products. We have used them over 3 years with excellent service. We Needed a new water dispenser, I made a call and no problem delivered us a new one. Delivery guy even called me. He informed me there was a YouTube video for start up of the new water dispenser. Great Job! Thanks Dave D. read more

Absolutely no regard for customer service. Dave, 'the supervisor' could care less if any of his paying customers are even receiving the water. Deliveries unreliable, billing is a disaster, and management is rude. We are now using Eldorado Water and could not be happier. I wish I had read these reviews years ago. read more

I've had 4 no shows and a delivery of water WITHOUT the cooler. Can't drink the water without the cooler but still managed to bill me. This has been over a month waiting for my cooler. Have called several times (the hold time was ridiculous) with NO help whatsoever. read more

I wish I could rate this with zero or negative stars. How this company is an affiliate of Primo water is beyond me. I have had Primo and Sparkletts water delivery service for years and never had an issue. Delivery drivers always left their cell number for me to contact directly to update my orders and if something was off they would call me. I can't even get my deep rock driver to show up. They continually reschedule without warning, my first delivery service was over a week late. And every delivery after that has been rescheduled or missed. How this company stays in business is beyond me. Thankfully primo customer service is able to cancel my account and I don't have to deal with them at all. read more

I found this service at Costco. Everything was explained at that time . Including the dispenser was at Costco. No surprises. Customer Service made sure I could login. Even though I received an email explaining their services and delivery dates ( I selected) 1 week later after my Costco visit. My delivery person, Nick is very professional and explained delivery process. Extremely satisfied ! read more

Horrible customer service. I spent a total of 3 hours on hold Trying to discontinue service and now I've been scheduled 3 times for empty bottle pick up. They tell me what day to set them out and no one shows up. When I call they just apologize and set up another pick up date. Unfortunately for them I've been a customer for 20 plus years. They don't seem to care read more