My business has been a client for 7 years (Pelham, NY) when they were Crystal Rock and in 6 of those years, service was impeccable. Deliveries as promised according to schedule.
Issues resolved quickly. All good then company either changes owners or just a rebranded to Crystal Springs. The first red flag was an issue with changing the numbers of bottles needed on their revamped website. There's a disclaimer stating that changes cannot be made up to a certain date of delivery.
Understandable but when you change 2 weeks in advanced then there's no delivery on your date, go back to site and it states that last delivery was cancelled. Ok. No problem. Able to resolve with customer service.
But this happened more than once. Frustration building. My dispenser no longer chilled water so I needed a replacement. Made an order to replace (July 18th, 2019) and was told that as of July 1st, all water dispensers were charged a $2.99/month rental fee (No fee on original dispenser).
Increase frustration. Then the nightmare began. Pickup scheduled for Friday, July 19th. No show.
No call. Call customer service. Next pickup date, Monday, July 22. No show.
No call. This happened a total of 6 times! I cancelled my service after the first attempt due to their complete disregard for their clients time and gave another company the opportunity to earn my business. Finally on Aug 12th, they came and picked up their products.
The absolute WORSE!!! There's no ability to speak to area manager. You're stuck with a customer rep who cannot hold anyone accountable for poor service. There is something fundamentally wrong with the service they attempt to provide.
Advice: Go elsewhere with your water needs. Avoid Crystal Springs at all costs!!!
Product or Service Mentioned: Crystal Springs Water Delivery Service.
Reason of review: Poor customer service.
Preferred solution: I cancelled service after 7 years.
Crystal Springs Water Pros: Route driver was accomodating, Better when called crystal rock.
Crystal Springs Water Cons: How i was treated like i did not matter, Unreliable pickup then had to reschedule 6 times, No accountability, Communication between customer reps and area manager nonexistent, No communication to client when deliveries cannot be made.