Hinckley Springs

I've called this company on several different occasions within the last week. Hold times of 30 minutes or longer.

We're experiencing high demand and updating our systems to serve you better. Some deliveries may be delayed, and call hold times may be longer than normal. Learn more about the new Primo Brands Delivery at water.com/questions and download the My Water+ app to stay updated on your order

We're experiencing high demand and updating our systems to serve you better.

(Message on their website)

Some deliveries may be delayed, and call hold times may be longer than normal. Learn more about the new Primo Brands Delivery at water.com/questions and download the My Water+ app to stay updated on your order, and I've experienced hold times of 30 minutes.

I had Century Springs water. They were the best company ever.

Hinkley Springs bought them out and never notified me that they took over. I found out by trying to log into my Century Springs account. I also found out that they changed my delivery date to a week after my original date. Again, they didn't notify me.

Fast-forward to my delivery date, and I waited until 6:20 pm for my delivery. When it still was not here, I contacted the company again. They told me the driver took 2 bottles and left 4. I explained to the lady that no one was here and that my 3 bottles were still in front of my house, and I am now out of water.

She told me that the best she could do was to have it delivered sometime tomorrow. I asked to speak to a supervisor, and she said there was none there. Being very upset, I said, this BS is unacceptable. She said you will not curse at me, and I said yes I will.

She processed to disconnect me, or so that is what I thought. Then she came back on the line and said she put me on hold until I calmed down. This made me even madder. And I am sure anyone who has dealt with this crap would be furious.

So now I have to wait until tomorrow to get my water and talk to their supervisor. I told her I expect my water by 8am and I better get a call at 8am also.

This is no way to do business. EVER!

Worst customer service experience ever!
Ordered Primo Water Delivery Service online. Placed order for (1) 5 gallon bottle of water & (1) Primo Bottom Load Hot/Cold Dispenser.

I chose Wednesday, June 14th as my delivery date and selected the 8:00 AM 12:00 PM delivery window. I received an email confirming my order and my delivery date. Both the web site and email indicated I needed to be home so they could set up the equipment. Its important that youre there for our first visit and the area is clear, so we can set up any equipment & explain how everything works.
On the morning of June 14th, I logged into my account and was presented with a delivery status saying my order was being loaded onto their truck.

At around 7:30 AM, my order status changed stating my delivery was on its way.
At noon, I had still not received my delivery, so I called customer service. I was told all their delivery windows are 8:00 AM 5:00 PM. (So, why did their web site direct me to select a 4 hour window?). The rep verified my phone number and stated he would find an estimated time for my delivery and call me back to let me know.
At 4:50 PM, I had not received my delivery and had not gotten a call back with an estimated time.

I logged back into my account to get the customer service phone number and saw that the status on my order had changed to Delivery on Thursday, June 15th. Just like that, my order was no longer "On the way". I didn't any notification via phone, text or email.
At that point, I called customer service and told them I would not be doing business with them and I wanted to cancel everything. Of course the rep asked about doing something to keep my business.

I told her I couldn't waste my time and miss another day of work waiting for them. Then, as if the coffin needed another nail, I was told I didn't need to be there for the delivery, the driver would just leave the dispenser and water outside my door. Seriously? What about Its important that youre there for our first visit and the area is clear, so we can set up any equipment & explain how everything works.?

Then I was offered the bottle of water for free! Really? My entire day is worth $6 to you? What if they throw in a 24 pack of individual bottles?

Great, so now my day is worth a whopping $14? No thank you. Just cancel everything.
The ONLY plus side is that everyone I spoke with was very professional and courteous. Certainly none of them is to blame.

However, I have honestly never seen a company work so hard to create such a horrendous first impression on a new customer. The primary reason I cancelled is the thought that if they are that terrible with a brand new customer, I could only imagine it would get worse from there.

Found out new HinkleySprings (aka Primo & DS Waters) customers were paying $4 (or 35% per 5gal bottle) less than I was and also discovered during subsequent competitor checks that HS $12.99 delivery charge was $10.24 more than at least one comparable HS competitor. Further, I inquired why the credit card processing fee that competitors do not charge.

HS has adjusted future pricing for my account to $7.49 per 5 gal bottle and offered a one-month delivery charge credit.

Their customer service person and, on a subsequent call, a manager said they were unable to change the delivery charge beyond the 1 month and suggested using a bank debit transaction to avoid the payment processing fee.

IMO, a higher corporate authority has bullet-proofed their local sites from negotiating delivery fees, probably because this must be a cash cow. I expect it is part of a 'business model' that is used to justify a claim that the charge is untouchable ***

Hinckley Springs is the worst company I ever dealt with. The customer service representatives are unprofessional, the supervisors are unprofessional, and no one resolves the customer's issues.

Hinckley Springs says that I was late on my payment, but I never receive an invoice, Why? Because they had my email incorrect, so I wasn't receiving my bill and the worst part they were charging me a late fee every time. I live on the 3rd floor and the delivery guy never delivers my water to my floor or pick up the empty bottles, so Hinckley Springs was charging me for not sending back my bottles. How can you send them back when your delivery driver never picks them up.

He rings my bell once and get back into his truck and drive off. I have a bad back, and I've told customer service many times to please have the delivery guy to deliver my water to my home he will leave it downstairs and never bring it up, so I would have to get my neighbors to bring my water to my home. When I tried to talk to the customer service representatives about this ongoing problem, they would have this nonchalant attitude. They were not compassion for the customers or my frustration and needs.

They seem to don't care what the customer is going through. I asked if they can schedule my delivery every month. Did the customer service representative do that? NO!

Come to find out, you have to get permission from the Branch office to get your service done monthly. I will NEVER EVER recommend any of my friends or family to do service with this company.