I used Arrowhead Delivery a few years starting in 2005. When they sold or switched to Nestle's ReadyFresh, the service began to take a spiral for the worst. It started with charges being missed and then being charges twice on the following month. Irritating, but no big deal as the funds were there. Then the price increases followed, as did the fees collection of empty bottles. Then came the cancelations of delivery dates, due to drivers not being available. Once or twice I could handle, but it began to reoccur two or three times a year. I had to wonder, how many employees do these guys hire? Obviously not enough to cover a route if someone calls in sick. But what made me realized I had fallen with with a bad company, was when I got a bottle with visible floating "sludge" in my bottle. It was white, with black specks and clear in some areas, foggy in others. It was disgusting. When I called the company they asked me a series of questions, in regard to the bottle, how long I'd had it, where did I keep it, etc. I knew they suspected I had planted it. If they had reviewed my customer history they would know I was a loyal customer. But instead they me read every row of numbers in fine print listed on the bottle. They said they would send someone to pick it up in two days and leave me a replacement. It might just be me, but considering this might have been consumed you'd think they might have added, "And we'll comp. your bill for that 5 gal. container". But by this time it didn't surprise me in the least. So two days later the bottle is gone, but no new bottle in it's place. I called and they apologized and said they would send a new one the next day. They next day came and went and no new bottle. The next morning a new bottle arrived, and at least I didn't have to call their office. What made me decide to drop their service, was the price increase that would make each 5 gal. container a total of 15.89 each. My bill with delivery fees, collection fees and taxes would be in the area of $38.00 (plus). For two 5 gal jugs of water a month.
When I called to cancel I first asked associate who took my call if he could do the math for me to maker use I was understanding the price increase. He didn't take but a second and said "Yes sir. That is correct".
Knowing it would be pointless to discuss it further, I said I'd like to cancel my account. He asked me two simple questions, "Why am I canceling?" and "What would change my mind?" I explained everything I wrote in this review, and told him the only way I would stay is if the service improved. Then he got snippy and said; "Well Sir, lets stay within reason." And I knew this company had no care for long term loyal customers, nor for the service they provide. He not once asked me how long I'd been a customer. With the slightest hope I thought he would take a look my my history if I asked him to please make sure I'm current and up to date on my payments. I didn't want my account to be charged a month later. But this seemed to upset him more. He demanded that their practice was to bill upon deliver, not after (I refrained from telling him of those months I wasn't bill but was billed twice on the next month).
I knew I'd get no customer support with this guy and followed through the cancellation. Not once did I get a follow up call from the company wanting to know why after 12 years, I decided to cancel. Sadly, they are the only delivery service that reaches out to my area in Orcutt CA.
But I'll admit, since I've dropped ReadyFresh, I've never looked back. With AmazonPrime I've been receiving reoccurring delivers of water monthly and well under $25.00 a month. WELL under. Sometimes leaving something you know for something new works in your favor.
I just think it's time Nestle's understand that the customer who pays their bill on time, should always come first. read more
