Bottled Water Companies
Crystal RockThis business is NOT BBB Accredited.
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Customer Review Ratings
Average of 12 Customer Reviews
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Review fromStephanie S
Date: 05/18/2025
1 starChanges delivery dates without notice. Doesn't deliver on days they say they will. Customer service has no one that speaks English. They are rude when you call to point out that THEY screwed up. They steal YOUR water jugs that don't belong to them. The leave the water delivery in the middle of the driveway exposed to the sun/ rain.
Those are why we finally decided to go with another company.Review fromJennifer S
Date: 05/14/2025
1 starDealing with this company is beyond frustrating. I cancelled my service because the salesperson lied to me and told me there was no delivery charge but I didn’t find out there was a charge until I received my first delivery. I immediately called to cancel the service and the driver returned to pick everything up, cooler was still in the box and water unopened. I thought this was taken care of until I received notice that my account was going to collections. I still have not resolved this because when I call the computer says my account and phone number don’t exist and I’ve waited up to 45 minutes to talk to a representative but have to hang up before I get to talk to anyone. Oh, and I entered my number for a call back and when they did call back the person acted like they couldn’t hear me. This is the worst company I’ve ever had to deal with.Review fromK. B
Date: 05/09/2025
1 starCompletely incompetent and unapologetic. I’ve been waiting over 3 weeks for my delivery. New delivery dates are assigned, and come and go without so much as a phone call to alert me of the cancellation. You cannot speak to anyone on the phone but the outsourced customer service reps who have no authority to rectify any issues and who instead offer empty promises. I have 2 other contacts who have used Crystal Rock and they have the same complaints. Stay away from this company! I will be canceling my account.Review fromYvonne N
Date: 11/27/2024
1 starWow these reviews are horrible but I thought I was the only one having a problem, I called and asked for a new hose the delivery driver cut the hose to short, I asked him if it was to short he "said No it would be fine" but of course I should have listened to myself cuzz yes it was way to short leaves an inch & a half of water left in the bottom of the bottle. So I called asked for a new hose said would be delivered ASAP, My delivery date is Dec 4th the driver showed up today( Nov 27th) drops a new bottle of water no hose. So I called back 2nd time now, they tell me they don't just do the hose have to replace the whole unit, but I'm going to be charged for the water he dropped off it s the holidays I don't have the Xtra $21.00 plus taxes money in my account for their screw up, I tried 7 Times to explain to people who barely speak ENGLISH that I did not want a water delivery my delivery date is Dec 4th, 7 damn times for them to say they are gonna charge me for their screw up, SO I CANCELLED THE DAMN ACCOUNT , I HAVE HAD ENOUGH......Review fromMustafa g
Date: 06/24/2024
1 starI am writing to express my extreme dissatisfaction with the service I have received since signing up for a Crystal Rock Water membership at ****** on June 6, 2024. Upon receiving the cooler on June 10, 2024, I immediately noticed that it was used and unhygienic. Despite multiple attempts to contact your company, it took four tries before I was able to arrange for an exchange. I specifically requested a cooler that dispenses room temperature and cold water, instead of hot water.
Since then, I have called your customer service department dozens of times, only to be met with empty promises and a complete lack of action. On June 21, 2024, I was assured by customer service that I would receive my cooler on Monday, June 24, 2024, "100%." However, upon calling today, I was informed that the cooler might arrive on Wednesday, June 27, 2024. This is unacceptable and completely ridiculous.
Today is June 24, 2024, and I am still waiting for a replacement cooler. This has caused significant inconvenience, as there is no place to leave the cooler outside where I live, and no one is home during work hours. Consequently, I have had to adjust my work schedule repeatedly for this issue.
To add insult to injury, I even convinced a friend to sign up for this service, expecting the reputable service associated with the ****** name. Instead, I have experienced the worst example of customer service. I do not have access to the water I need, which is essential for living, especially with a four-year-old child who depends on it.
If I had known I would face such persistent issues, I would never have signed up for this service. I am deeply dissatisfied and regret this decision from the start. Unless I receive an apology and a new cooler by tomorrow, June 25, 2024, I will take further action. This includes writing about my poor experience on all social media platforms and filing a formal complaint with the Better Business Bureau.
Sincerely,
******* ***Review fromAshleigh M
Date: 03/09/2024
1 starI was a customer for 6 months , I want people to be aware because I was not informed I had gotten behind in my bill almost 2 months . Yesterday I paid my past due with a collection agency the send your bill too that has a 2.3 rateing which is very alarming. After I paid the bill I call Crystal rock customer to see if I can get my water service back . I was informed I could not because I was a customer for 6 months . After they get their money they do not care , even though I paid my old bill I was told nope . I think that is very misleading and not right especially if I paid my bill after you send my bill to a low rated non professional collection agency do better .This is not customer service then on top of it your agents are rude .Review fromRafael H
Date: 01/25/2024
1 starI wish there was something below 1 star to reflect the incompetence of this branch and company. Once a month, we just need the order that we contracted with Crystal rock to come to our door… I don’t know how many times I’ve told them that we need distilled water with every delivery… I cannot mix purified water with my baby formula. Every other delivery seems to have an error. We get all purified water a lot of the time. If you don’t have two jugs of distilled water to give me, then just give me three jugs of purified water I don’t want five jugs of purified water. I have nowhere to store five jugs of purified water on top of the two jugs of distilled water you forgot to deliver, and I don’t want to pay for 2 jugs I never ordered. They do this like clockwork. Happened again this week. Wednesday they delivered five jugs of purified water, and immediately I called customer care. they told me the guy would come back on Friday to take two purified off our hands and replace them with 2 distilled. Well, they came Thursday instead. I was not told to leave the jugs out on my porch for Thursday, I was told to leave them out on Friday... thank God I saw the guy out the window and was able to run downstairs with two 5 gallon jugs in tow to tell him I thought he was coming tomorrow. I’m not a big guy, running down a flight of stairs with ten gallons of water is an ordeal for me, Especially when it happens right in the middle of my workday, working from home. It was pretty embarrassing being in a one on one meeting with my boss, and telling him “sorry I gotta run out the door one second”. If I hadn’t caught him, I’d be sitting on seven jugs that I don’t have storage for, and would have been charged for them, even though I didn’t order them. The 1 star rating here tells me they’ve never cared and never will. They deliver whatever they feel like delivering, and charge (erroneously) for whatever they feel like charging. Whatever agreement you make with this company means nothing.Review fromMelanie B
Date: 09/19/2023
1 starThey are terrible to deal with on the phone and leave you on hold for over a half hour generally. They want their money at midnight on a credit card but when you close your account you’re expected to wait up to 8 weeks for a check via mail for a refund. Why should a customer have to wait and take a check at their convenience. They don’t have to wait for payment.Review fromB. H.
Date: 07/18/2023
1 starTerrible customer service.
After cancelling the service because we are moving from this location, I was given a pick up date for the cooler and bottles. No one came to pick up and no one called to say they wouldn't be coming. I called and the company rescheduled for the next day. Again, no one showed up and no one called to communicate they would not be coming. Again, we were rescheduled for 7/14. No one came and no one called to say they weren't coming. We were rescheduled for 7/18. At 2pm on 7/18, still no one had come for the cooler. I called to confirm pick up was still scheduled and was told they had already collected the cooler, even though they had not. I was told they would reach out to the driver to tell him to come back. At 4.30pm, still no sign of of any one and no word. I call yet again, after waiting for 8 hours straight, because I was the only one in the office and didn't want to even leave to get lunch in case they showed up, being told that they would arrive before 5pm. I asked if he would have me believe that someone would be coming before 5pm and he repeated that they would. They didn't.
This is absurd. My office is moving. We're vacating the building. I will not have access to the office. I am not paying someone to move it to my new office. I don't know how many times that needs to be communicated to you. I can't wait for someone to feel like they want to come pick up the cooler. And every time I call, it's, "I'm sorry, I'll reschedule." I don't want to reschedule, I want the water cooler to be picked up. I don't want sorry. I was told my information would be passed on to the District Manager. I have no proof that happened as I have not received a call, and still no one came for the cooler. This has been a terrible experience.
Besides the fact that the water cooler frequently didn't even work, I'm now past the point that I would "not recommend" your service, so much as I will absolutely actively dissuade people from engaging with this company.Review fromWilfredo T
Date: 06/10/2023
1 starTerrible service dump and run type of service and when i had some issues with the dispenser no one even showed up as promised.
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