DS Services - Lakeland, Florida

Eric Matthews

Well- I am getting the run around on pickup of my Aqua Cafe Water Cooler and 3 empty bottles. I cancelled my service last Monday, October 24th and was told my Aqua Cafe Water Cooler would be picked up on Thursday, October 27th. It was not picked up as promised. I then called in on Friday, Oct 28th, and spoke to Christian, who stated she was a member of the leadership team- the issue was my appointment for pickup on Thursday, Oct 27th was changed to Friday, Oct 28th without notifying me. I then asked Christian when on Friday, Oct 28th I could expect my items picked up. She checked the driver route schedule and told me I was NOT on the scheduled route for pickup on Friday, Oct 28th even though Primo Water North America had moved my appointment to that date. She said my pickup would have to be rescheduled for Monday, Oct 31st and she promised my items would be picked up. Well as you can guess Monday, Oct 31st came and went and still my items haven't been picked up. I called into the company once again on Tuesday, November 1st and was told my Aqua Cafe Water Cooler would be picked up today along with my empties. This company is the worst company ever. The reason I was cancelling my account with them is because the driver kept delivering my bottles of water to my office when my office was closed and not picking up my empties for the deposit return I am charged on my bottles. Horrible customer service. If I could give them a zero star rating I would. It seems I'm not the only one that experiences this poor service as can be noted by other Google Reviews. I am going to file a better business bureau complaint on them making it attention of their CEO Thomas J. Harrington for a response back. I'll let everyone know how this turns out. BE WARNED!!!!!! DON'T DO BUSINESS WITH THIS COMPANY!!!!!! THEY ARE HORRIBLE!!!!!

Andrea Waters

I would give them zero if I could. Stay away from this company! I canceled their service within 24 hours of ordering it because the water machine made a lot of noise and the hot water dispenser only dispensed warm water. When I called to cancel the service, I was told by them that I would have to pay $22 when they came to get the water dispenser and the unopened water bottles. I was okay with that since I had opened one of the water bottles and figured they need to be payed to come back and pick up the equipment and water bottles I did not open. I wrote them a check and returned everything when they came the next day. Well, to my surprise, 1 month later I got a bill in the mail from them for $80! When I called to ask about the bill they told me that I had to pay for the 7 (unopened) bottles that I returned to them when I canceled the service. I was never told I was going to be charged for those unopened bottles when I called to canceled the service, nor was I given an option to drink or keep the water that they were going to charged me for. I called them, explained the situation, complained to the supervisor and they said I had to put everything in writing. I wrote a detailed letter and thought that they had dismissed the charges. To my surprise, when I was checking my credit report, I found out today that they sold my account to a collection agency! Unbelievable!!! I called them just now and was told there was nothing they could do anymore because my account was sold to collection! I called the collection company and was told that in order to clear my credit report I will have to pay the $80. Needless to say I feel ripped off. It is not the $80 that upset me, but their deceitful business practice and unwillingness to be fair and do the right thing with a brand new customer. I hope this review prevents many people from doing business with them and making the same mistake I did.

Alexis Jordan

We give a five-star rating for the overall earnest attempts to reconcile with long standing customers.

We are awaiting a response from a written letter to the company regarding the more than doubled price of case gallon water. Since that letter was mailed, I learned a little bit more about the limited availability of this product.

We applaud our driver for always being friendly and helpful. We were quite disappointed in failed deliveries which resulted in at least nine calls in a short six week period with long wait times most call logs.

We had contemplated canceling service after accumulatively 30+ years relation across several states but are willing to give DS/Crystal/Kentwood/ Deer park/ Primo water another opportunity.

David Belleperche

Customer for over 30 years. Account went neg $89 dollars due to the auto pay system not working. After I noticed the issue I paid the collections fees and the balance. Now can't get new water delivery started because I am getting the back and fourth. I hope someone there reads this and realized that you lost a customer of 30 years over a $90 balance. Incompetence at its finest. I would be willing to change my review if I can get someone that can actually do something. Not give me the run around.

Scott Gilman

I called standard coffee service because of their reputation and the fact that I have dealt with them before. This is been one of the worst customer experiences I have ever dealt with. I was able to get through to their call center in about 15 minutes the first time I called. We worked out pricing and even though they told me it would be 5 days before they could deliver I could deal with that. The first delivery showed up and everything went well with one exception. The price on the ticket was almost double what we had agreed to. The driver said he would go back to his office that night and he would work it out and call me. I got the call, he said they worked it out, and that we would receive an updated invoice. Never got the invoice. About three weeks later, even though we had been told that we would have bi-monthly service, no one ever showed up. We were running low on coffee so I asked my admin to call in and order coffee and cups. Three days later I noticed that we are almost out of coffee and we had not received our order. I called, spent 22 minutes on hold this time waiting for somebody to pick up the phone, and had a long conversation with the lady about the original invoice. Apparently the pricing was never corrected and now they had our account on hold. She could not explain why, just that it was on hold and promised that she would get us coffee in the next couple days. I came back to the office and found two cases of coffee and "lo and behold" no cups. Certainly didn't want to spend 22 minutes on hold again so I said the heck with it went bought some at the store. Guess what though. The little ticket that he left us still had the wrong pricing on it. So I called, spent 25 minutes on hold waiting for somebody to pick up, and when I got through explained to the story for the third or fourth time, agent finally told me yep, we see your notes, we see what happened , will go ahead and get you out a corrected invoice. We did receive the corrected invoice for this delivery and we processed it for payment. About a month later I realize that we're almost out of coffee again. Kind of hate to call it this point because of the 20 minute hold times but I asked my admin to call and place the order. She did and was told that our account was on hold again. I asked her to transfer the call to me and I asked why. The rep told me that they had not received payment for the original invoice, the one that I've been trying to get corrected for two months, and then they hadn't come by or delivered because of that. I explained my situation again, got put on hold for 16 minutes, and the agent finally came back and said oh yeah we see where we made the mistake, we will get it fixed, and hopefully you'll have coffee sometime next week. I asked why we couldn't get the delivery the next day since they had made the mistake , and I was told that their system takes time to update, and until the system updated they could not make a delivery. I asked to speak to a manager. I was on hold for 12 minutes. Got the manager, explain the situation and she did what everybody else has done the whole time that I've been working with this company. She explained what she could not do. I finally asked them to pick up the machine and that I would find a different service. When can someone they can pick it up? No surprise. They told me August 1st. I told him it might be sitting outside the back door.
A service business should explain what they can do, and when they make an error they should take responsibility for it and fix the problem. Telling a customer that they can't get service because of a system problem that is internal is horrible customer service. All I wanted to do was pay my bill, get serviced on the schedule that they offered me in the beginning, and I certainly didn't want to spend almost 2 hours trying to rectify a simple coffee delivery. I strongly recommend going to someone else so that you don't deal with the same horrible customer service that I just experienced.

Brian Adamo

Just got off the phone with Jessica at CS--she was not very accommodating. She put me on hold to speak with her manager--when she came back to phone I asked to speak with her manager and she said she was busy in a meeting---really? They have been charging me for the past 2 years for literally no reason--I have not received their products for years. When I asked for a refund they said no. I will have to dispute the charges with the bank and go to the better business bureau.

Stephen Spiegel

We signed up for water service to receive 4 bottles of water per month for our water cooler. Everything was going great until they charged us almost double. When we called, they said we were delivered 7 bottles. When I told them that we did not request the extra water and asked for a refund they refused. Watch out!

Kelly Bible

Most dishonest company I have dealt with in years. They offered water delivery service through Costco and when we cancelled they refused to pick up their equipment and sent our account to Collections. When you call to find out why, they won't give you any information and can only direct you to their collections company. I have looked at the reviews for DS Services as well as their local delivery company and they have a dismal record. They even had their employees post reviews to try to get their rating above 1 star. Pathetic! I'm going to contact Costco and see if they won't take DS Services along with any of their affiliate companies off their vendor list. Costco members shouldn't have to be subjected to this kind of treatment. I'm also going to call the Utah Department of Licensing and Consumer Affairs to see if Fraud charges can be brought against this company.