Nestle Waters North America Inc

Review: I gave Arrowhead my credit card information in January 2015 for autopay, and for some reason, they did not charge my card for 3 or 4 months. When I called on 5/29/15 to find out why they did not deliver the month before, they said it was because they could not setup autopay over the phone back in January, but they had my current credit, and had no problem charging me over the phone and setting up autopay at that time on 5/29/15. I paid the full amount due. If that was the case, why couldn't they charge my card before? The customer care person told me it was a good thing I called when I did because my account would have gone to collections in 3 days. They set up delivery for the following Tuesday, 6/2/15. My water was not delivered on Tuesday, and when I called Wed morning to find out why, the customer care person said she sees a payment was made, but my account had gone to collection with a ZERO balance due. She said someone would look into it and call me back by Friday.Desired Settlement: I am furious my account still went to collection and my water was not delivered. I will be even more furious if my credit is damaged in any way and if a collection account shows up on my credit report. I want this fixed immediately! The customer care person said I would get a call back by Friday to let me know what was going on. I want this resolved today, immediately. I want to know my account is no longer in collection, my credit will not be harmed in any way, and I want my water delivered by tomorrow.

Business

Response:

To Whom it May Concern:Customer Experience Specialist [redacted] spoke with Mr. [redacted] today in regards to his concerns. While all outstanding concerns have already been resolved, and the customer's account removed from the collection agency with no impact to his credit score, she apologized for the inconvenience and issued a $25 credit to his account. Mr. [redacted] stated that he is satisfied with the resolution to his complaint.Thank you,[redacted]

Review: This is my first and likely my only water delivery experience with Arrowhead Direct Delivery / Nestle Water.

I signed up and scheduled a delivery for today ( 07/31/2015 )

My delivery times were for between 1pm and 4pm.

At 3:53pm PST I called customer service to inquire where my delivery was. They advised me that they were sending a note to my local office and that my local office would contact me within 1 hour to let me know what was going on with my delivery.

At 5:10pm PST I called customer service back and advised them I had already called once and no one has called me back or told me anything at all. They apologized and told me that they would again send a note to the local office and tell them to get in touch with me.

It is now 6:51pm PST and I still have no information from the local office. No one has contacted me and I still have no water.

I had two tickets to go see a movie at 5pm which are now useless and non-refundable as a result of them not providing me with delivery at the accurate times.

According to my Arrowhead Direct Online Account it also now appears that... WITHOUT my consent they have re-scheduled my delivery for Monday August 3?!?!?!

Needless to say with this first "customer service" experience and water delivery experience I likely won't be doing any further business with your company.Desired Settlement: I deserve to be compensated for this miserable experience with Arrowhead Direct.

Business

Response:

To Whom it

May Concern,