Nestle Waters North America, Inc.

I have been a customer of Nestle delivery services for yearsIn the recent 3-months the delivery services has turned *** My scheduled deliveries got rescheduled multiple times without noticeI have contacted customer services and filed complaintsThe first 2-instances the company handled my complaints properly and provided refund and ensured the water ordered were delivered promptly after my inquiriesThis last one was rescheduled times and is now one week lateI have two elderly at home and I work long hours away from home so the extremely unreliable delivery has caused me to having to take time off from workI called today 7/and a representative consistently refused to take responsibility of the issue and insisted on “we know of the issues” “they, the last cal delivery branch needs to fix it”And when I requested to speak to a supervisor, she initially refused and said that they do not have supervisor to transfer calls toWhen I noted prior inquiries handled

To whom it may concern,Customer was able to contact our Customer Service Center and cancel the service requestNo payment was received, therefore, no action taken. Regards,*** ***Nestle Waters North America

To Whom it May Concern:We attempted to reach *** *** on 1/22/in regards to her concerns. Unfortunately, we did not have the opportunity to speak as she disconnected the call after I indicated that I was calling from *** by Nestle.Our records indicate that on 1/4/2016, *** ***
fully closed her account and discontinuted service with our company. Her last delivery was made on 12/29/2015, which was prior to the closure. We do not charge for our service until after deliveries are made, and as MsDoyle was enrolled in our recurring automatic billing option, we charged her credit card for this delivery on 1/19/2016, after her invoice closed on 1/16/2016. This billing practice is standard for all of our customers, and we have never charged *** *** for a delivery prior to it being made.Regardless, we apologize for any confusion this situation may have caused and regret that she had an experience with one of our representatives that failed to meet her standards. Feedback will be provided and addressed appropriately. Additionally, as a courtesy, her final payment will be refunded to her credit card within 2-business days.Per her request, we have also emailed a confirmation of the account closure to *** ***, as well as an explanation of the situation as we were unable to speak today. If there are any further questions or concerns, we hope to have the opportunity to address them.Thank you,Kate O'***Customer Experience SpecialistReadyRefresh by Nestle/Nestle Waters North America

For the 6th time, Nestle has accepted my order and payment for water delivery service but has refused to deliver the water to me due to a non-specific and claim of "unsafe conditions"For each of the scheduled deliveries, they send me an email and text "confirmation" a few days prior to the delivery date and then again on the delivery date saying "they will arrive within minutes", but no water delivery is madeThis happens again and again each day, for days total now across a period of monthsThey are unable to give any specifics on what or where the "unsafe condition" is, which leads me to believe it is an untruthful claim

To Whom it May Concern:
We first spoke with Mr*** in regards to his concerns on January 24, 2017. Unfortunately, an unresolved billing issue led to a suspension of deliveries, which in turn led to a buildup of empty bottles and crates. We were able to resolve these
matters, and all empty bottles and crates have been picked up, and delivery of bottled water has resumed.Mr*** has indicated his satisfaction with the resolution to this issue and will be continuing service with our company. We are thankful for the opportunity to resolve these issues, and appreciate Mr***'s continued loyalty to our serviceThank you,
Kate O***
Customer Experience Specialist
Nestle Waters North America

I ordered a delivery for cases of water on September 5th, due to the expected arrival of Hurricane Irma, and received a confirmation for delivery on September 7thOn September 6th, I contacted the company and spoke with Jasmin who confirmed I would be receiving the order on September 7thI again called on September 7th in order to track my order only to be told that my order was pushed out because of the large demandCustomer service could not explain why my order was confirmed online and on the phoneThey failed miserably during a very crucial timeWill never recommend nor order again

Our regular and recurring bottled water delivery has been late for nearly weeks nowThis is not a new accountMultiple calls to the company have resulted in assurances and downright promises that delivery would be made the following dayThis has happened times, all of which resulted in no deliveryA delivery notification was given that a delivery was made last night, July 11th, at 6:15pm ESTI confirmed with the building guard that the water delivery service obtained the key to unlock the doors on my floor (this was after business hours)There was STILL no delivery of our water, or pick up of our empty bottlesA call to the company resulted again in another promise of a delivery but not until this FridayThis is patently unacceptable

I used a water delivery service from this company, Ready Refresh, which is part Nestle Waters of North AmericaAs part of the service, I had a rented water dispenserI filled a claim with the company because mold started growing on it and they agreed to replace itIt took them months to come replace it and when they finally did, they just took the dispenser and never came backThey started sending me letter that I owed them money for water delivery that I already paid for and changed the dates of my deliveries so it seems like they delivered later onI have several water bottles unopened at home that I could never use because of the dispenser, no service, and a bill that keeps increasing with late fees

The WORST EVERI was a loyal Deer Park customer for yearsSince Nestle acquired Deer Park and delivered water under the ReadyRefresh brand, the quality of customer service has declined precipitouslyMost recently, my delivery has been rescheduled EVERY DAY for the last TWO WEEKS without explanation, by robocall and emailWhen I called on customer service, the recording says call back another day, we are overwhelmed by call volume Well, let me spare you a callI am cancelling today

To Whom It May Concern:
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We spoke with *** *** *n 9/1/in regards to her concerns with her account having a balance and her bottles not yet picked up. We apologized for any concern this may have caused and assured her that we would remove the account’s balance and ensure pick up of the bottles for tomorrow, 9/At this time, MsSanchez’s account has been brought to a zero balance We appreciate the feedback and the opportunity to work directly with Ms***z in order to resolve this matter
Thank you,
*** ***
Digital Communications Specialist
ReadyRefresh by Nestle/Nestle Waters North America
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Such a drastic change in serviceI enjoyed a number of years in which deliveries were consistent, on timeIf there was ever an issue, a call to customer service brought quick resolveFor nearly a year now, I've encountered numerous schedule changes that push delivery out two weeks or moreI've sent messages to the company, posted to the ReadyRefresh social media page...even attempted to contact someone by phone to no avail Erratic schedules, late deliveries and poor customer service are not the exception; these occurrences have become the ruleYet the expectation is that I pay my bill in a timely manner no matter when the water comesThis past week, ReadyRefresh notified me that the May delivery (which I confirmed) will not be delivered until MayMy payment is due on MayInteresting business model, to say the leastI've begun warning friends and relatives off this business, since I will be ditching it soon myself

This is the worst water delivery company I have now had my delivery rescheduled two times in a row When I call the number I am given some crazy story that doesn't make sense like they do not have water or jugs I have been with the company for over years and will be looking for alternatives People need to start going elsewhere for their water delivery DO NOT DO BUSINESS WITH THIS COMPANY The Branch Manager is suppose to call me to resolve the matter but I am not holding my breath This company needs to be shut down for their business practices If I had a cash flow problem I would sstill be required to pay my bill They inconvenience their customers with no thoughts or regrets Why did I get an email two days ago to confirm my delivery if they knew they had an issue since it has been going on for over weeks now

We were customers with ReadyRefresh of Nestle since August of We were trusting customers that paid our bill on-time through auto-pay each month and never needed to check our bill When we initially signed up for the program, we were getting free rental on the water-cooler unit that we were using to disperse water Out of nowhere, in March of they started charging us $2/month for renting the cooler The price increased to $3/month in January of 2014, $4/month in January of 2015, and $5/month in February of In total rental charges of our "free cooler" as agreed to in our initial contract cost us $ Upon complaining to the company and trying to resolve the issue, they stated that they could only refund back two months, since that is their policy and she indicated that she was refunding us $and change They also claimed to have warned us of such increase, which was noted on the online invoice as "some products may change in price" The customer service repres

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** ***

To Whom it May Concern:We attempted to reach Mr*** on 7/6/and 7/7/in regards to his concerns at the number included with his complaint: ***. Customer Experience Specialist *** *** left messages with her direct contact information. We look forward to
speaking with Mr*** at his earliest convenience in order to review his account and resolve any outstanding issues. Thank you,*** ***

This company does not follow through on its contractI set up for deliveries the 3rd of each monthEVERY month the delivery is rescheduled countless timesIf they deliver late one month, they automatically change your entire schedule to that date, pushing your deliveries further back consistentlyThis month alone I have been rescheduled timesThey don’t notify until the night before ypunare expecting your deliveryThis has been going on for monthsI have called many times to talk to customer service and I am constantly told they hired more drivers and it won’t haplen anymore but it constantly doesThey lead me to believe this was a local issue with a delivery route, but when I looked on social media they are doing this to all their customers nationwidePlease look into this company’s business practices

I started new service with themIt has been a disasterThey failed to deliver my entire first order, though they charged me for the entire thingWhen they delivered the missing items they charged me a second time in the amount of $I contacted support on 12/to sort it outI received one (unhelpful) response, and they have since ignored all follemailsFrustrated, I opened another ticket on 12/to cancel all future reoccurring orders (they don't let you do it via their site for some ridiculous reason)I have yet to receive ANY response
I've filed a fraud dispute with *** *** for the double billing, and I've placed a merchant block on them to prevent future billingI've opened a third ticket to inform them of these actionsI don't expect a response
Abysmal customer service!

I've been a nestle pure life customer for little over year, my account is set up to get deliveries as we place ordersIt is for Art school, so we have kids and adults here
Since I started the account I've made orders every month and a half and out of all deliveries only 15% were with no problemsAll others always miss deliveries without notificationsWe are after school program, so most days we open at 3pm, so our account was set up to be delivered 3pm-6pmRout manager called me few times telling me we can't deliver for you (after I called the number and complaint), because the guys finished earlyI told him, I live close by, so if they can call me I'll be there early to open and get the deliveriesLast time my delivery was supposed to be March 23rd, they missed again, I called them and was told it will be next day Friday, I called Friday and was told it will be delivered on Friday (same day) then rout manager called me and said I told you I can make the deliveries on Saturday for you, (because we open early on Saturdays) and I reminded him that I asked them to call me before hand and I'll be here early to get my delivery, so it doesn't get pushed backHe was short and said OKSaturday came and he didn't make the delivery, instead I received automated phone call that my delivery was rescheduled for next day (which was Sunday)I called Saturday again and the agents told me it will not be until Monday, I asked them to make the delivery on Tuesday because we are closed on Mondays, I spoke to the manager name Halley, she asked me to call her in case it doesn't get deliveredToday is Tuesday March 28th, they didn't deliver the water again, so I called again and asked to speak to managerI spoke to manager name Christine and explained the situation again, she apologized and said she will make sure the delivery happens tomorrowI did tell her this is my last order with them because of my experienceI also mentioned her that the delivery guy once told me that my issues are because I'm on second floor and I order five gallons, so no one wants to bring it up, everyone pushes back so they don't have to carry it upstairsBut when I called they said that they suppose to go up to the 3rd floor

To whom it may concern,I spoke with Mr***We made a payment arrangement, late fees were waived and service will resume on schedule 9/26/2017. Regards,Jennifer J***Nestle Waters North America