ReadyRefresh

Ordered for the first time and while I got a text saying my water was delivered, it wasn't. Their website doesn't make it easy to find a phone number to contact them but once I did, I called up and was on hold forever only to be spoken to rudely by a man who stated my order was stated as delivered. It wasn't. I can assure you. He said well I'll have it redelivered and I verified several times that I would not be charged twice. Be assured me I would not. Guess what?! I was charged again. Called again. Hung up on 7 times before I finally got thru. Cancelled my order entirely. Was given no definite reason why I was charged twice. Was told it would take 10-20 days to get back to my card. Ummmmm what? No. Let me speak to someone who can help with this. Sorry she said. It will take too long. Ummmmm what? I have time I said. 14 minutes later and a very abrubt woman gets on saying my account will be credited back within five days for the first charge and 24 hours for the second offering no explanation why I was even charged when I was assured I would not be. Boy, for a first time customer this was a horrible impression. Won't be using them ever. Stay away!

I have been a Poland springs customer for 20 years. Ever since ReadyRefresh changed to ready refresh it's been a CONSTANT NIGHTMARE They charge you for products never received or ordered. Say products were delivered and never were. They keep adding new fees and stop sending paper bills. I called to check on my bill and they said it was emailed to me I had no idea that was the way they were going to do their billing for now on they gave me no notice at all. Well they charged me a $20.00 late fee. I checked all my emails and never got one from them. They REFUSED to take off the late charge. I cancelled my service that day it took 40 minutes on the phone and conversations with 3 different people where not interested in helping me out or saving a customer that they had for 20 years. You can call customer service many many times and they will just "yes you to death" and you will have a VERY HARD TIME GETTING YOUR PROBLEM RESOLVED! Don't go here unless you like to get ripped off and stressed out!

Having been a customer for 9 years, we were always pleased with Deer Park Water. Then Nestle bought the company and everything went downhill. Deliveries were never when ReadyRefresh said they would be. We would get a schedule in the mail that would tell us one date, on the bill it would say a different date, then a confirmation call would come with yet a third date and then you just had to hope it would get here at all.

Trying to speak to someone - anyone - at the company became impossible! After 6 months of this nonsense, we decided to leave the company and switch to a local water delivery company in our town. No one at Nestle ReadyRefresh cared. No attempts were made to keep our business after 9 years of being a loyal customer.

The icing on the cake was we left the company and arranged with Ready Refresh a date that they would come to pick up the remaining bottles. They gave us one date, then said two days earlier and then showed up at our door this morning, two days earlier still at 8:45 a.m.

Buy your water anywhere but here!

Can I give them 0.25 stars?

1. EVERY delivery is delayed--since we started the subscription. I'm starting to think ReadyRefresh use horse-drawn carts to deliver and hire only retired WalMart greeters as delivery people.

2. We are never notified that the delivery will be delayed. There is frequently no e-mail and no notice for several days. We just wait and then have to go through the trouble of logging-in to see their little message that the delivery has been rescheduled.

3. Eventually, the deliveries come--after we've bought extra water elsewhere to fill in the gap. Two times, they left all our water bottles outside on the street rather than bringing them up to the apartment as agreed upon, presumably so that the neighborhood dogs could urinate on them. Or, perhaps they were feeling charitable enough to donate our water to the passers-by on the street. At least once, they left the bottles in the rain. At least the dog pee had been washed off so it was not quite as unpleasant to carry several giant 5-gallon bottles up myself.

4. Customer service resolves nothing--even when we call to say the delivery did not come. Usually, it's "Thank you for telling us; we value your input and we want to improve. Unfortunately, there's nothing we can do about it." Other times, it's "Yes sir! We completely understand your displeasure! That was very frustrating, I'm sure. We'll take care of that right away!" Of course, NOTHING gets taken care of. The delivery still doesn't come, and the next delivery is still late--as usual. I'm not sure which I dislike most--being told the truth or being lied to. I get that the customer service people are just relaying messages; it's not their fault--they need to eat. But clearly, they have no power to do anything but be a voice to make you think the company cares and is trying to resolve an issue. "Mm-hmm! Oh yes! That's 100% right! I agree with you! How terrible of us to be so remiss! We'll take care of this immediately!"

5. When the dispenser cleaning is scheduled (which you must pay for), they are quite prompt--early service with a smile. That never gets delayed because they charge extra for it. But for regular everyday service? There is no sense of urgency or even the slightest effort to do proper customer care. I think I've wasted a good ten hours of my life calling and waiting for customer service, buying extra water and trying to get resolution. I could have bought a dolly and delivered my own water for the time it has taken.

I wish everyone would read these terrible reviews before starting doing business with ReadyRefresh - ReadyRefresh are the ABSOLUTE WORST. We had been a customer since 2017, over that past 4 years at least six times we scheduled a delivery and they just don't show - then it is on me, the customer, to call - wait on hold for 35-45min each time to speak to a 'customer service' associate who can never tell you why your order was not delivered, only tell you that they can reschedule it for 2 or 3 days later (what's the point of scheduling a delivery if it's not going to show up when you need it?).
This last time was the last straw, we placed a delivery order for this past Monday, 8/16/21 - it didn't show up - when I called, around 3pm, they said "the ticket is still showing open, it should be delivered" - so I have to wait until after 5pm to call back to let them know that it was officially not delivered - they tell me they'll reschedule for Wednesday (the earliest they can reschedule)... we get an email Wednesday morning saying our deliver is now coming Thursday... then Thursday morning we get an email that our delivery is now coming Friday... we kept calling 'Customer Service' (which is a joke), and they have no answers, no accountability... nothing... totally useless - we finally cancelled our account completely. Nothing they can do to bring us back - totally unreliable and ZERO accountability and ZERO communication from them regarding their mistakes and bad service.
We just signed up with Instacart, placed an order for some 5 gallon water bottles - it was delivered within 1 hour this morning (WITHIN ONE HOUR!). Same price as ReadyRefresh - do yourself a favor and sign up for Instacart if you don't want the headache of dealing with a joke of a company like readyrefresh.

I have been a loyal customer since 2007. Earlier this year Ready Refresh turned my account in for collection. I had tried repeatedly for 3 months to pay my bill by phone as I have always done to avoid fraud issues that I have had with Bank Cards used online. NEVER since 2007 have their been any issues whatsoever regarding payment of my bill. I noticed that since the Pandemic hit February 2020 it had been extremely difficult to contact their office by phone, No one ever answers the telephone. The automated system puts you on hold and that is where you will sit and wait for as long as you are dumb enough to sit there. When I finally did get someone on the telephone ReadyRefresh advised me that my account had been turned over to a collection agency. I advised them that I had unsuccessfully tried to get someone on the phone to pay my bill for three months. The Rep apologized admitting that they had had issues fielding customer calls. I asked her then why did they turn my account in for collection in light of knowing their internal problems related to answering calls in combination with my long customer history with Ozarka / Ready Refresh? I immediately contacted the Collection Agency to pay the complete amount. It was paid in full on August 19,2021. Today December 27th after speaking to three or four of their offshore reps about recently missed deliveries, I was told that they had no record of my payment. I immediately advised them that I could verify payment with my bank statement. I read the Rep the name of the Massachusetts Collection Agency also giving her their telephone number right off of my bank statement. I asked, why after talking to NUMEROUS different reps the last three months has this never been mentioned or brought up? WHY is this now all of a sudden being told to me? Why are my records more complete than yours? Why are you telling me all of these things that I need to do when it is clear that things are very messy on Ready Refresh's end? Every time I have talked to them over the past 2 to 3 months to schedule a delivery and pick up of empties they have scheduled the deliveries without any mention of any issues with my account. I am suspicious that this is something that the last rep that I spoke to pulled out of the air to try to justify why they did not show for SCHEDULED deliveries and pick up of empties.

LAST WEEK, THEY EVEN SHUT DOWN THE AUTOMATED TELEPHONE ANSWERING SYSTEM FORCING ALL CUSTOMERS NEEDING TO CONDUCT BUSINESS WITH THEM TO DO IT ONLINE.

They have not shown up now for two scheduled deliveries for which I sat home ALL DAY two times waiting for them. I am a senior citizen with a very bad back. I struggled to put out empties for Ready Refresh to pick up two times and two times I had to struggle to bring them back in my house since they did not show up. I am in need of a delivery of water NOW as I have scheduled two times and not received.

DO NOT WASTE YOUR TIME OR YOUR MONEY WITH READY REFRESH. THE AUTOMATED TELEPHONE SYSTEM WILL PUT YOU ON HOLD FOR LONG PERIODS OF TIME, THEY NEVER ANSWER THE TELEPHONE. VERY POOR SERVICE, UNPROFESSIONAL, CUSTOMER SERVICE FARMED OUT TO OFFSHORE CALL CENTERS WITH REPS THAT ARE HARD TO UNDERSTAND, MOST DON'T MAKE YOU FEEL COMFORTABLE THAT THEY KNOW WHAT THEY ARE DOING.

I used Ready Refresh for over 20 years (including 2 company change overs). ReadyRefresh have gone down hill in service, customer relations and quality. Their prices increase every quarter. If you attempt to call their arrogant customer service staff you are warned you will have to pay a $3.00 fee. They charge you a monthly fee if you don't have paperless billing.

Yesterday I received a letter stating they were increasing their delivery fee $2.75. My water was suppose to be delivered today. I did not receive my delivery. Today (09/27) I received a letter stating they will no longer deliver to my neighborhood. They back dated the letter to 9/18. It DOES NOT take 9 days to received a letter through USPO. No advance notice.

Their billing department is totally insufficient. They send you an email stating your invoice is ready. When you go online to pay your bill it is not posted. If you call to obtain the balance you are charged a fee. You need to check their web page daily to obtain your balance and pay your bill online. If you don't check their site daily when they finally post your balance and you miss it, you are charged a $20.00 late fee. There seems to be a 2-day window between posting and due date.

I strongly urge anyone contemplating contracting with Ready Refresh to RECONSIDER. At one time this was a reputable company... those days are long gone.

I cancelled my Readyrefresh Account and haven't gotten deliveries since July yet ReadyRefresh just charged me $30. After 3 hours I finally got through to customer service and was told this was the reconditioning fee for the water dispenser and is in the terms of service. There was no terms of service on the site with this condition when I signed up. Nestle makes it impossible to contact them, and they charge for customer service. I quit because the price of spring water went up to $3.00 per gallon and because I NEVER got responses to the emails sent to them through the contact us page on the website. Oh yeah, the other reason was Nestle is trying to take over people's right to clean drinking water. They are as greedy and evil as any other big corporation, maybe more so. Customer service rep said she could not stop the payment because I agreed to it. The rep when I cancelled assured me there would be NO FURTHER CHARGES to my account. Liars, price gougers, big corporation evil overlords, they need to be stopped.

Since Ready Refresh took over Poland Spring ReadyRefresh have been awful to work with. The deliveries don't happen when they say and then it's wrong. I had so many things happen this summer that they said they would give me an extra water bottle for July and one for August. My September Delivery was to be 4 bottles total - 2 bottles I get each month and 2 free 5gal. When I was on my way home I get a text my order was Delivered. I got home and there were 4 bottles on one side of my steps and another 4 bottles on the other side of steps. I couldn't believe my eyes! I immediately called Ready Refresh and the Custimer service Rep telling her to call the driver to come back and pick up the 4 extra bottles I didn't order. The rep said they had 8 bottles written down. I told her I have no need for that much water for my husband and I. She said let me call him. Of course nobody picked up. The Rep said I can't get hold of him so just keep the 4 extra bottles. I said I don't want to be billed for this. She said you will not. It's our mistake. I told her please don't deliver water in October just pick up my empties. Today I see my checking account had $86 taken out. I was only suppose to be charged my usual $32. They charged me for all the bottles. I called them and the customer service rep said it has to go back into billing and they will have to figure it out. They wanted to give me credit for when I need water. I told them I won't need it til January and I want my money returned immediately. They are holding my my money hostage. I will get my bank on this as fraud. Can't believe my entire lunchtime between waiting and finally talking to the Rep took over a half hour and nothing got settled. Totally disgusted with this company!

I rarely take the time and effort to write a review about a company. It has to be a pretty bad situation for me to take the time to reflect a situation. My recent experience with Ready Refresh has been sooooooo horrendous that I just have to let everyone know what happened -- and how badly Ready Refresh responded... Two weeks ago, my geographic area had a bad snowstorm. Two weeks ago! But Ready Refresh has told me (for FOUR days straight) that that is the reason my usual delivery is late. And ReadyRefresh cannot tell me exactly when I might be receiving my water delivery! So, for the past four days, Ready Refresh has delayed my delivery date... day after day after day. Yesterday I had to actually go to my local grocery store to buy water. But I was assured I would receive my delivery by today (NOT! -- the website now says tomorrow).

Now, the customer service person's response is "... ma'am, there is never a guarantee of a delivery date. It is merely a SCHEDULED date -- not guaranteed". What?!? I immediately cancelled my account (I've been a customer for years!). I wholeheartedly do NOT recommend this company.

I was paying $7.00 for a 5 gal water container in Jan 2020 and have had 2 price increases. During the pandemic and now 1 year and 8 months later I get a letter my price will increase again 2.00 so now I will.be paying 14.00 for 5 gal container that's up 50,% that's taking advantage of customers. And my dispenser cost is going up 2.00. I have the same. Dispenser for three years and when it was acting up ReadyRefresh are suppose to replace it, they replace with used units but still. Chsrge you the same amount. I had to have my unit exchanged out 3 times, the first one didn't keep water cool, the second started to smoke(which they said was my error) rhey replaced with a third one that was scratched.up and dirty when I received it,, yes dirty during a pandemic... My delv. Guy is very nice and I will. Take care of him privately but for a company to suggest. To. Leave a tip for your delivery person on the bill is ludicrous with the prices they charge and unfortunately they are the only water company that delivers to my are... AGAIN they definitely take advantage of their customers

I have been a Nestle Ready Refresh customer for a long time, and never have I ever experienced such horrible customer service as I had in the past 5 months. My service is hardly ever on time... usually being delivered at least two days after the originally scheduled time. In March, the driver delivered two days after it was scheduled and did not even bring my bottles to my door. Instead, he left the bottles outside of my apartment building for the public to steal. Furthermore, the 5 empty bottles were never retrieved. As a result, one of the bottles was stolen from the hallway. I called customer service and explained what had happened, and I was guaranteed that this wouldn't happen again, and a driver would be out the following day to pick up the empty bottles. No one ever came. In April, the driver arrived two days after it was scheduled. Because of the March fiasco, I was reluctant to set my empty bottles out the night before. Instead, I set them in the hallway at 7:30 a.m., the morning of delivery. By 7 pm, there was no delivery, no pick-up, and no phone call with the new delivery time. The next day, I set the bottles out, still no delivery. I brought them back in. The following day, a delivery was made, but because of my past experiences with them, I did not set them out and my empty bottles were not retrieved. This past Tuesdsy, (May's delivery), the driver, again, left my bottles outside of the apartment building, did not pick up the now 9 empty bottles, and will not come back until Friday to pick them up. My apartment has been broken for about two weeks now, so it doesn't even require a code to open, but simply a regular tug. This means that the driver didn't even try to make a delivery. This all happened AFTER I called early this morning to explain what has been happening in the past, to verify delivery, and to verify that ReadyRefresh STILL had my door code.

This is VERY disappointing. I am not a fan of your service anymore, and after 6 years, I have cancelled my account. I will never use any of Nestle's services or any of your other water home delivery affiliates. I will be sure to share my horrible experience with my friends, family, and anyone else who could read my review on various websites.

My reply to their email:

Let me reiterate: I am not now and never have been a ReadyRefresh customer. There is no
Name Listed on the Account
• Account Number (provided on your invoice)
• Current Delivery Address
• Phone Number Listed on the Account

Because I never ordered from you -- ever.
I am not and never have been a ReadyRefresh customer.

I do not understand why you delivered these 4 heavy water bottles to my address.

I am trying to do the honest thing and tell you of your mistake and ask that you take back these water bottles as soon as possible. ReadyRefresh do not belong to me and I do not want them.

Lois Shatz
*******@outlook.com

From: Email2Case_Customer_Service <*******@readyrefresh.com>
Sent: Monday, January 17,2022 5:15 PM
To: *******@outlook.com
Subject: ReadyRefresh Responding to Your Case [ ref:_00D4111VOh._5003fHY63e: ref]

Dear Valued Customer,

Thank you for choosing ReadyRefresh® as your beverage delivery service. We appreciate the opportunity to assist you.

Unfortunately, we are unable to access your account information with the information provided in your email. In order to assist you, please provide us with the following information:

• Name Listed on the Account
• Account Number (provided on your invoice)
• Current Delivery Address
• Phone Number Listed on the Account

Once you have provided this additional information, we will be more than happy to assist you. Please reply to this email or contact or Customer Service Center at the number below.

Stay Hydrated,
Your friends at ReadyRefresh
Need to get back in touch? Click reply directly from this message, and the reference number included below will ensure we don't miss your response.

Opened an account for my business in August. Initially very happy with the customer service and service, that changed quickly. ReadyRefresh delivered the wrong water cooler. No big deal they said the one I ordered was on back order and when it comes in they would replace the one they gave me with the correct unit. Ok, they worked that out (after being on hold for almost 30 minutes then the automated system tells you to call back and disconnects the call. This happened 3 times). Then I my delivery dates kept getting delayed and we were out of water so back to the store I was running to get cases of water. Had my water delivery switched several days in a row for times outside my business hours. Every time I call the hold time is so long or i'm just told to call back later. When I finally got through after several calls I told them to just pick everything up and cancel my order. They showed up 2-3 days later and picked everything up but never closed my account. So there I am on hold for a total of several hours over a few days before I get someone. The gentleman told me he would put me through to someone who would be able to close my account and issue me my credits. I then spoke with someone who closed the account but also informed me that my membership fees could not be refunded. I told her that's insane. She then put me through to another department after another long hold where I was told there is a 3 day cancellation period. I then explained that how was I to know their service would suck! She then spoke with her supervisor and a credit is being issued. I would drink toilet water before using their service again!

So last year I was living in an apartment with terrible water. A very nice lady came to the door offering the service for Readyfresh water. ReadyRefresh carried my favorite brand Zephyrhills Bottled Water so I signed up. This year my apt doubled the rent so I had to move. First I thought I would be living with my sis so I had the address changed to her place. My friend called and needed help after coming out of the hospital and I decided to move there and help out. Since he did not have room for the water system and had filters on his personal well we decided I did not need to have the water system. So January I went on their website and closed the account. I received confirmation it was closed and though that was the end. But to my surprise, my sister received 3 bottles of water and I received the bill. I wrote to the company and again was told my account would be closed. Again, I looked at the account and I was scheduled for more water in Feb which is really stupid since I had been set to deliver every 2 months. Jan and Feb would be each month. So I wrote a third time and told them my account was closed and in Feb even though I had removed every item from the cart my sister received a bottle of water and I was billed. Today I wrote my 6th letter to their company asking them to take their heads out the ground and try to read the words I was writing. I DO NOT WANT ANY MORE WATER, I DO NOT WANT ANY MORE BILLS. DO NOT DELIVER ANYTHING TO THAT ADDRESS. I am not sure this is over with them but even though the bottles are not alot of money I am considering hiring a lawyer to make this clear to them. I DONT LIVE THERE< I CLOSED THE ACCOUNT.
Easy company to join, near impossible to leave. I was pleased with the service but their account people are bad.

Please do not use their service or should I say lack of service. This is the worst company I have dealt with in years. ReadyRefresh had a referral program where you get $50 for referring a friend. I made the mistake of not only signing up with them but referring my elderly parents. I have spent 2 months trying to get my credit with no luck. Emails, several hour long phone calls and nothing. Plus they messed up my parents order. Didn't bother to knock on door when leaving water or asking if they needed help. One of my orders was somehow doubled. At least my driver had the good sense to know it was a mistake. I cannot express how disappointed I am with their lack of service and customer service call center is the biggest joke. Supervisors are just as bad and could really care less. I can't believe Arrowhead/Starbucks etc. would want a company like this delivering their product. Please do not sign up with them you will be disappointed.

I've been trying to cancel my recurring products for literally over a year now. ReadyRefresh make it so that you can only 'skip' deliveries via their online portal - if you want to completely cancel your service you need to call them. Every time I call their answering service is unavailable (says it's "undergoing maintenance") so it's impossible to get a real person on the phone. I've also tried sending a message through their online portal and received an automated email back saying that someone will be reaching out to me by phone, but of course no one has. They also make it so you can't remove your payment info from their site - you need a card on file, so you can't just delete you info in order to stop the service. It's literally impossible to cancel my recurring service so I've been scammed into staying with this company for way longer than I intended. Seems like I'm going to have to go in every few months and 'skip' future deliveries for the rest of my life to avoid being charged for anything... AVOID using this company!

This company has the worst, most fraudulent selling practices I've ever seen. ReadyRefresh bait you with a low prices and over time, tell you the prices have gone up. I realized this when my parents started paying $12 for each 5 gallon mountain spring water. They were initially paying $8 per bottle. I started searching for more affordable options when I came back to their website. The same water is still listed for $8 per bottle. I called them and asked about the price discrepancy. One person said the price goes up after 3 months. I called again (because I knew I would get a different answer) and I was told the price changes after 6 months. Both representatives at ready fresh told me there is writing on the website that indicates that $8 is an introductory price and that it changes. There is no such writing on the site. I even went through the whole process of signing up and stopped at the last step. There is no indication that the price is going to change. This is a terrible company. They wait for you to set up and account and then send notices that the price is changing. If you are a current customer, get ready to start paying almost double what you initially agreed to.

I have been a customer for 4 years. I have decided to end my service because of the customer service and delivery service. Most of the time the delivery service does not deliver or pick up on the first or second day that I have scheduled. Although I call again and again to confirm the delivery my efforts are ineffective. Customer service does not apologize for the inconvenience of waiting four hours for a delivery that did not come. ReadyRefresh do not deliver on weekends or after work hours. So if you would like them to pick up your cooler so that you can close your account you may have to take off from work or spend a holiday waiting for them. I have done so many times and they have not showed up.
The water tastes well enough. The plastic bottles are beat up looking and sometimes appear dirty, giving no impression of hygienic concerns or again customer satisfaction.
I feel that I have been forced to maintain my service for 6 months because I can not close the account until the water cooler is picked up. Ad that has not been done successfully despite several vain attempts on my end.
I feel frustrated and mistreated by this company and would warn others away. If there is a smaller water delivery service in your area, support their business, even if it may be a little more costly. Or do as I have done and purchase a filter.

If I could I would give them 0 stars.

I was a faithful Poland Spring user for 15 + years. Somewhere down the line Ready Refresh took them over and their customer service is basically non existent... Forget Covid excuses. This has been going on BEFORE Covid. In Sept of last year my system sprang a bad leak all over the floor. I called them (9) times and sent them over 11 e mails
By some Fluke I spoke to a real person on my 9th time and he actually arranged to pick up my bad cooler. And take away the empties. PHEW
But wait there's more. Although I now have CLOSED the account I have 0 left zilch 0 BUT I am getting a bill every month and oh yes ea month another $20 late charge.is added on just to piss me off?
I have moved on to TWIN ROCKS and these guys are awesome.

I hate to write a scathing review about a company like this but I have all my e mails documented etc and I am not exaggerating...

My advise try anyone else but Ready Refresh!? My only help is someone sees this in their office and actually reaches out to me?

Just told Ready Refresh to come and get the water cooler and 2 bottles of water. ReadyRefresh purchased Diamond Springs out of Charlotte, NC and promptly raised the prices on water bottles. Started a $6.00 per bottle deposit and now a $8.95 delivery charge. Bull crap! Been with Diamond Springs and their predessor for 22 years. After 4 tries on the phone over a weeks time, on hold for 18 minutes this last time and listening to that God Awful can music and replays of "go to our website" crap, I finally reached a human voice who could have cared less about my complaints. Apparently longevity means nothing to this Corporation. I have read the reviews here and I am not about to give these greedy bastards the chance to overcharge us and/or give sorry customer service. Cut them off at the knees right now today, June 6,2019, they are picking up their cooler on Tuesday, June 11,2019. If they don't well, it's mine I guess. I don't believe in this calling over and over for them to do what they say they are going to do. Screw them.