Ann V.

We are very dissatisfied with our service. We have been customers for a while now 2013. When we moved back into the city is when we started having issues in 2015. The issues/incidents are not isolated and we have tried to escalate through customer service numerous times. To only be told we would get a phone call back to address the issue and still NOTHING! They never fix the root cause to the problem this is why the issues continue.
- Changes made to our account we did not authorize and we when ask who made the change they cannot answer us. I requested 5 - 5 gallons of water a month ago. First delivery went well. The next delivery two weeks later reverted back 3 - gallon bottles. When we called to inquire about the change they weren't able to pinpoint how this was made or who made. I am beginning to believe the drivers do not read the orders or pay attention, I seriously do not know what to think anymore. Maybe some is changing our account but wouldn't there be a record of the change?
-Products showing up at our door that we did not order or request. Ice waters added to our order earlier this year.
-The latest 8/13/2020 a missed delivery (this has happened more than once). We received a notification yesterday the delivery was coming out. EOD day no delivery, no water, no call or explanation. We call customer service to find out what happened see what they can do to make this right. We have had to go out and get our water twice these past couple of weeks because of their mess up. They are unable to explain what happened offer to credit us a bottle of water $5.99 (WOW). We are very upset with this ongoing issue and their lack of concern to fix the issue. Their "escalation team" NEVER calls us back. BOTTOM LINE: DO NOT USE THIS SERVICE IT IS ABSOLUTELY HORRIBLE AND YOU CANNOT RELY ON THEM.