Primo Brands Delivery Bronx — Attraction in Town of Mount Pleasant

One of the worst water delivery services that I ever used. They never delivered the water when they said they would. If they weren't able to deliver the water, they would just skip my delivery all together and therefore I would have to wait for another two weeks to have my water delivered. They claimed that they are experiencing water delivery delays because they don't have enough drivers. I have stuck with them with the notion that they would become more reliable once they hire more drivers - that was a year ago now. Currently we have 15 water jugs in our garage because they have not picked them up in months. Our HOA does not allow me to leave the jugs outside (especially because they are so large and they blow away) and I asked customer service to please tell the driver to call me on days there were going to do a drop off so I could be home to give him the jugs - this never happened. Customer service is terrible. In the last two weeks I was told that they would deliver the water last Friday, I stayed home from work to ensure that I would be here to give them the 15 jugs in my garage - they never came. Same story for Monday. I have bought water from the store for the last three months. I signed up for this service so I wouldn't have to buy, carry and store water from the store - but that is exactly what I am doing. This company and service was a bigger headache then a convenience. This is the first negative review I have ever written for a company - but I am that disappointed in...

Update 7-16-2024* CS has responded to this review in less than a few hours and is asking me to email their social team. Why should I do that? Primo/Crystal Springs should be calling and emailing me like their customer service team has promised but I still haven't heard from them.

Our experience with Crystal Springs, especially since the transition to Primo, has been nothing short of disappointing. Despite being loyal customers for several years, we've encountered significant problems, particularly exacerbated during the current heatwave in NYC. Our water delivery is now four days overdue, with no assurance of when it will arrive.

What's most frustrating is the disconnect between their customer service and their local districts. Customer service claims they have no authority over delivery schedules, deferring all decisions to their "districts," yet they provide no means to contact these districts directly. And so, of course escalation of issues results in promises of follow-up that never materialize. No one has called me or emailed me. They don't even have a ticketing system to give me a case number.

In a situation where reliable water delivery is crucial, especially in extreme weather conditions, Crystal Springs' inability to coordinate basic service is deeply concerning. Their lack of empathy and accountability reflects poorly on their commitment to customer...

I have been a customer of ReadyRefresh since March of 2021. No problems. But the past two weeks have been an absolute nightmare. No water delivery. Lied about original delivery and attempt redelivery. My contract with them is to deliver AND pick up empties. No delivery was made, empties are still here. You can't even get through to talk to anyone unless you have the time to wait on hold for over an hour! There are no callbacks, no responses to emails at all. I am looking through my invoices and noticed a nearly $10 discrepancy between the amount posted on my account on the Primo app, and what was actually charged to my card. Pay attention everyone! The extra charge is NOT the tip as they would want you to believe. This has been going on for months. Something wicked going on here . Attaching photo of my empties and my neighbor's empties still waiting for pick up and delivery of our order since June 2nd. And they claim they delivered and already charged me. Will not provide me with photo of door they claim they delivered to. I have asked three times for this photo so that I can verify. They lie over and over again. I notified my bank and Primo is hereby on notice! Photo also of length of call on hold!...