After leaving the 1-star review below, I did receive a message from the HS social media team. Through that I was able to email, cancel our account and schedule an empty bottle return. Im thankful for that and that Lisa did all of the steps she outlined in her messages (including a refund for the empty bottles). With that, I am updating the review and increasing the star rating. We had a couple of really good years of service, and Im hopeful HS will get things organized better for others going forward.Same as all the other recent reviews - it was good until summer 2021 and now they charge for water, but never deliver. Weve submitted multiple online inquires and attempted to call all three customer service numbers available, but wait time fair exceed reasonableness. Of course you can only cancel with a phone call.

We have been waiting for a delivery in downtown Indianapolis and have been told 7 times that they would expedite the delivery and it never comes to be. The customer service people are starting to recognize my voice. Then i looked this morning and i had a delivery date for today and right in front of my eyes the date changed to 09/30/21. They told me that they had to call in workers from other areas and they even told me that they spoke to the manager and the driver was told to drop off water to us.... It did not happen. We have not had a delivery since the end of August

Did they go out of business?Hinckley Springs was to deliver our water once a month to our office. We also rent a cooler from them as well.Weve had issues getting our delivery for the past 2 weeks. I understand we had a non-payment issue (our payments come from our Corporate office, not from ours directly) and we understood that they wouldnt deliver without payment. Okay, Cool.When I go to check if our payment has posted, I see on our end that the payment has been cleared - but not applied to our account. So, naturally - I give the customer service line a ring and they tell me oh, we dont see a payment here. It will take 2-3 days to track down the payment and make sure theyre applied to your account. SO, youre telling me that our check has cleared our bank and has been reconciled -- but you dont know where it is? COOL.I go to check our account the next day and theres a website outage. Alright. This was on Thursday, our office was closed Friday. I tell myself Ill check on Monday. I go to check and the website is STILL down. I pick up the phone and am told that the wait time is going to be longer than usual.70 minutes later, Im still waiting to be answered. SEVENTY minutes later.Im looking at getting a quote from someone more local to us with better customer service. 0/5 stars if I could.UPDATE: Day 2 of calling. Ive been on hold for 63 minutes after being on hold for 120 minutes yesterday (I was unable to call back yesterday as it wouldnt connect). Ive emailed the company listed on the site requesting for someone to come pick up our equipment and cease service. This is ridiculous. I understand theres an outage - but I cant connect AT ALL.

Thank you to everyone who posted comments. I was in the process of deciding on which vendor for water delivery, and this company was top on my list. I will not use this vendor due to an enormous volume of similar complaints.

All of the reviews you see are very accurate. I’m so upset we have not had water in over a month with failed promises of delivery dates. The wait time is over an hour to finally speak to someone then transferred to another dept for another hour plus of holding but I was finally (hopefully) able to cancel my services. They are supposed to come pick up my empty bottles the 7/20/2021 let’s see how this goes. I couldn’t get a confirmation email stating I canceled per the rep because they have to pick up their equipment first. Please don’t waste your precious time or money on this company.

The water taste great and the customer service when signing up for delivery was exceptional but also local. Watch your bill closely, it fluctuates monthly and for no reason. When calling for billing inquiries you will be on hold forever, this is my 3rd call in a week where I have been on hold for over an hour, still havent talked to anyone and wasnt given a local option. I guess billing is through corporate where they dont like to answer the phone. If you are already on hold when closing time comes they just disconnect you. The 2 stars are for the water, the 3 stars they did not earn in this review are for the customer service.

We had great service for a year. Then in June 2021 they just stopped delivering to us with zero communication. BUT still charged us our monthly fee. I called at least 6 times in July 2021 after the 2nd month of missed delivery with zero communication. Was told several times I would get water delivered. Each day I was guaranteed delivery for a week. The absolute worst customer service I have ever experienced. Obviously we had to cancel and THEN they are going to charge me a pickup fee. You have got to be kidding me. DO NOT recommend.

We had great service until June. All of a sudden systems outages and then they stopped showing up for delivery. When calling customer service it took over 1.5hrs to connect with someone. I was told I’d get an additional delivery that same week which never happened. I’ve called 3x, each with the same wait time and the same result. They have now missed 4 deliveries (2 regularly scheduled deliveries and 2 additional deliveries). I was told I would get a phone call from the manager confirming my delivery. That call never came. I’ll be canceling our services and taking my business elsewhere. This is the worst customer service experience I have had so far and I am HIGHLY disappointed. Would NOT recommend.

I’ve been trying to get water delivered for 3 weeks now. They set up a date, but no one ever shows up. Currently on hold for an hour, and counting. Ridiculous! Save yourself time, and just go anywhere else.

Horrible service. Customer services only able to say sorry and fake promise to deliver but still no delivery. I’m going to go through the pain of this long wait time to cancel my service. If you don’t pick up your equipment by the date you promised your bottles and equipment will be left at your front door 9890 E 121st. I refuse to call again wait for hours as if I’m on the clock for you to lie about your scheduled times. Your company CEO should be ashamed of running a business like this. Do better. SMH!

After looking around for water delivery service I decided to go with Hinckley. I had an appointment for delivery at 2 pm. After I didn’t receive it at that time. I continuously called and never got an answer. They finally delivered the cooler and 4 5-gallon bottles of water and left it out side the door. They never knocked on my door. I decided to put it together myself and I took the box off my cooler and the darn thing is used and dirty! 🤢 This is horrible! If this is the way things are starting, I don’t want to deal with it!

Absolute worst company I have dealt with in a long time. After getting rescheduled twice and spending an hour on hold 3 different times I finally got through and cancelled my account. Id rather drink hose water than deal with this company. I dont even care about getting my deposit back for the empty bottles I have, not like they would ever get picked up anyway.

Missed my delivery last week, I had to call in. They said yes looks like we missed you and reschedule for next week. Then called today (next week) at 6:20 pm with no delivery and was told that I could have possibly next week. Told them Id like to cancel. Had to wait longer on hold for a different department. Lady sounded like she was taking a walk on her cell phone. She read notes from the manager of the route, sounded like the operation poorly managed and worse, it was apparent in the comments that there was no way they were coming today and it was known on my first call. Its a shame, I was a long time customer in West Chester, Oh and liked their product.

Do not use this place. They will not show up when they are scheduled, they will not give u the credit for ur jugs, and you will rarely get someone on the phone in less than 20 minutes. But it hasnt done me any good they owe me $40 for STEALING my extra jugs and not putting credit on my account. And I still have no water. They need to credit my account for the cooler I rent from them since they havent brought me water to put in it.I made a big mistake using this service.To he first guy that came and dropped off my cooler was great, even though I didnt get the cooler I ordered. I probably should have sent him on his way then but u gave them a chance to screw me over some more.

Ive had Hinkley for a couple years now and they were great till Primo took over. They have stopped making deliveries and it takes forever to get ahold of someone through customer service. I ended up cancelling their service a few weeks ago and I cant even get them to come pick up their own equipment.

Initially great experience with Hinckley, we found them via Costco. However the last several weeks the water delivery did not arrive on the scheduled day. I contacted customer service and they didn’t know why the delivery was skipped but they’re explanation was that they just didn’t have a driver in the area. I received NO notification that it wasn’t going to be delivered. They made no effort to get the water out to us sooner and basically said it is what it is. Taking my business to somewhere with more consistency and care for their customers.

I waited 3 weeks for a delivery and finally I just gave up. I was told by customer service that the branch manager would call me but they never did. I asked them to pick up my empty bottles but to call first and of course they came when the bottles were not out. After 3 weeks I moved them off my front porch. They said they would come today but never showed. Really poor service.

This company has become a joke and has provided what may be the worse customer service I have ever received. We are like the other reviews and now we cant cancel service because nobody will answer the phone.

I have been a customer for several years and satisfied most of the time. However, on multiple occasions delivery is a no show and I receive no contact from the company to help with reschedule. I have rescheduled and then that is also a no show.

Has anyone been able to cancel their service? I have elderly parents who have full water bottles stacked up and getting more monthly. Over an hour on hold...always concerning when you have to contact a corporate number versus a local number to talk to someone.

Support people on the phone lines are very kind and understanding, HOWEVERHinckley Springs charged us in July for a delivery they never even attempted. This isnt even the first time this has happened. Called support 4 times and had the issue escalated to a manager 3 times with a promise to call back within 24 hours. It is now August 9th and the delivery was for July 20th with NO delivery. Still have not been contacted by them, I have to call and they still give me the same line escalating to a manager, will attempt next day delivery and return call in 24 hours. Today AFTER HAVING TO CALL THEM MYSELF AGAIN they mentioned having a driver shortage that they expect to be resolved in September. This is the FIRST anyone there has mentioned that. So it is clear that management are actively avoiding giving customers information, not meeting their end of a contract ON PURPOSE (because you can have other drivers make different routes, its not my fault YOU have a shortage) and also opting out of telling them that their order WONT be delivered and LYING instead. This is shady business. I informed them that I will move my services to a competitor starting tomorrow August 10th if I dont receive a call from them by then.If they come through with the delivery, Ill update this, but otherwise will be cancelling tomorrow, August 10th, and will begin ACTIVELY advising others to do the same. I also intend on contacting Costco to inform them of their partners NON FULFILLMENT and shady practices. If they refuse to meet their end of a contract, but still expect payment, thats shady on their part and dont deserve customers.

HORRIBLE DELIVERY SERVICE..... I scheduled 3 time in 1 week and NO ONE SHOWED UP, I finally called and they said they could not even guarantee my next regular schedule delivery... DO NOT USE THEM!!!!

This company is lazy and LIES about the water delivery service. I cannot believe that COSTCO uses them as their water service. Placed an order for a home service, was confirmed to have it arrive by July 6th 2021, did not show up, no phone calls, or emails explaining why. I had to call them on the 7th, was waiting a minimum of 20 minutes with the most annoying music playing in the background. After finally talking to a representative, she called the branch, told me it would get delivered 7th... it was already 4:30pm. When i mentioned the time, she called the water branch manager, he told her they wouldnt have time on the 7th, and would delivery it on the 8th. It is now the 9th. No water. No calls. No email. Do NOT use this company

Our last delivery was in freaking June. This is freaking ridiculous. I call every two weeks and still no delivery. Screw this place.

They dont know what they are doing.

No one ever answers the phone, waited an hour today, said they’d be here today . Where do I take equipment? Choosing to drink water out of my rain barrels now, never again will I sign this company up, how they stay in business by the reviews I read, baffles me.

Pretty satisfied with service. This is the only place I have found spring water!!

Constant delivery issues, invoices and incorrect product. Now I have canceled and can’t get the equipment picked up.

Horrible experience, scheduled my delivery 4 times and even after the customer service promised that they will come, then they never showed up and I had canceled the service.

We have been using Hinkley Springs for about two years. We live on a well and our dental bills were skyrocketing. Our dentist recommended fluoridated water. We chose Hinkley to provide our service. We love our delivery person; he is dependable, friendly and trustworthy. It is easy to change our monthly order online and pay online as well. We are saving the environment using the 5 gallon water system to refill our water bottles. In addition, we have saved hundreds of dollars on dental bills. Cold or hot, the water is delicious and convenient!

They have changed our delivery date 3 times. I called customer service and was told the driver was in our area and will send a text with an ETA. That text never came. First delivery was suppose to be 7/30/21 then it changed to 8/6/21 then changed again to 8/13/21!!!

Terrible service - can not get through and have not delivered to our site but continue to bill. They will answer if you ask for new service but will not answer for existing service. Said there systems have been down for 1week.

We’ve been using Hinckley for about a year now and have had nothing but great experiences.

Horrible customer service. I called to have water dispenser and empty bottles picked up since I am moving. Of course the guy doesn’t show up, which doesn’t surprise me because there has been no consistency or communication since I moved here. I called customer service and they said to leave the bottles outside. Fine, but don’t try to hold me responsible if they are stolen. Then the local manager calls me directly... for what, I don’t know — just to be rude I guess... he asked a question then when I started to answer it he hung up on me.I don’t think I’ll be going back to this company, even after I move. Too many customer service issues and too much miscommunication.

ZERO customer service. Unable to contact online. I tried calling several times. Apparently you get some outfit out of state that sends you through a phone tree of Were sorry, longer wait times due to Covid 19, blah, blah, blah. Covid has now been going on for 5 months! Get your act together.Finally, I drove to the local Hinckley Springs outlet in Fishers. No one at the front desk. A local number to call! But, of course, no one answered. Left a message, no one ever called back.Seriously, how does this company stay in business, and why would anyone ever sign up with a company with such abysmally poor customer service?

I signed up in Costco for this service. Please learn from my mistake -- do NOT do business with this company. They originally said it would be Tuesday -- any time that day. They didnt show. I called their Customer Service who told me I was now set for Friday -- any time that day. I said what if I am not home, she said we will cancel your delivery. Sorry, I am not willing to take 2 days off work to have bottled water delivery setup. When I finally said forget it, I was transferred to 3 different departments. I hung up. Let them figure it out.

Our route sales/delivery driver is extremely friendly, helpful, and professional. He is a breath of fresh air in the dying art of customer service. Two thumbs up in this area.

I have to give one star to post. Cant chose 0 though. My account went to collection for the reason that i didnt return the Equipment. Well guess what we returned it before our move. never they mailed or called or left a voicemail about this situation. So now I cant get them on phone or a call back but collection guys are calling me day and night. I will raise this issue with COSTCO also to blacklist them

I have not had a problem like some of the reviews, a few problems with the number of bottles delivered but they arrive timely and every scheduled visit.I have changed this review from 5 stars to 1 because they have now missed three delivery dates! Customer Service has been useless

We’ve had our water delivered monthly since January and are very happy with the water and service. I leave my bottles out on the scheduled day, when I get home from work I have fresh jugs of water waiting. Our tap water is extremely hard and it’s nice they offer this service.

We had this service for 1 month and canceled it. Unfortunately, we put a new 5 gallon jug on our water unit on a Friday, left for the weekend, and came back to find it had leaked and emptied all 5 gallons all over our floor and into our fortunately unfinished basement. Ultimately, we canceled because I just cant take the risk of that happening further. Why do I give it 4 stars, then?? To counteract all of the horrendous reviews about customer service. Despite our issue with the equipment, the customer service was very very good. When we signed up online to get the service, we got a call from our local delivery person the next day as to when the installation would be scheduled. They showed up on time, were very friendly, and got the equipment installed. When we decided to cancel, I called the national number, reached someone immediately, and they processed the cancellation right away. The delivery person called the day the equipment was supposed to be picked up, and was very concerned about why we were canceling. When I explained it to him, he said he absolutely understood and picked up the equipment and went on his way. We also had a small balance on our account and it appears that they have credited that amount back to us, resulting in us ultimately not paying anything at all. Unfortunately we had a poor experience with the equipment, but the customer service experience was exceptional and nothing like the other reviews on here.

Fantastic service and customer service, all you need to do is leave a note or call with what you need and its taken care of.

We have purchased Hinckley Springs Mountain Valley Spring Water for over 33 years. Have never been disappointed with the quality of their water nor our delivery person!

Horrible experience: I moved from Fishers to the Carmel area. They couldnt figure how to change over addresses so they didnt bother delivering to my new address nor did they contact me about it. I called several times about this issue but they always fell through about fixing it. However they kept on charging me monthly. I fnally cancelled, however they are still unable to fully cancel my account.

Ive been a Hinckley Springs Water customer for more years than I can recall. Their customer service has been excellent, as well as their delivery personnel (always courteous).

I had an awful time getting anyone to communicate with me after I setup my initial order. I took the day off to make sure I was home to receive the first delivery of water along with the cooler. They never showed up. Then I couldnt find out why or when. Finally, they delivered. The driver gave me his number and told me I didnt ever have to deal with CS again and that he would take care of me. He never responded when I called/texted him.I had a set number of bottles to receive and keep filled - no more, no less. I was promised if I only had 6 empties instead of 8, they would only refill the 6 -- WRONG! I left notes for the driver - they were ignored.We left our previous delivery company because we had the need to have only distilled water and they didnt carry distilled. After all of these months, weve discovered that sometimes we get distilled and sometimes we get purified. This is an issue! We have various pieces of equipment that require distilled water only!Customer Services told me yesterday that the driver would return today to replace the purified with distilled -- and he no showed.Im seriously considered buying a water distiller and doing it myself.

Ive been a customer for several years now and Im very satisfied with their service and products.

Terrible! Bought through Costco and had to call three times just to get them to come out to install unit. Installer was a nice guy but customer service through home office is non existent. Use a different company and save yourself the hassle!

Love them and worth every penny!

Love the quality and service.

Hinkley springs has the worst customer service I have ever experienced. They don’t deliver on there schedule dates. They charge a fuel charge even though oil is $50.00 a barrel. Terrible company!!!!

I wish I had read all these reviews before I decided to go with Hinkley. I didnt because it was a service offered at Costco and thought how could it be bad? Its absolutely the worst company! I cant get delivery, I cant get cancelled, I cant get a return call. I loaded up dispenser and water bottles and returned them to Costco. Maybe if enough customers do that someone will eventually take notice. DO NOT even consider Hinkley Water!!!

We are always taken care of at our insurance office downtown. Fast and friendly!

Love the dispenser, water and delivery service

After establishing an account in February for an April 1 business start and reminding them on March 15 and calling for my water on April1 and 9th and subsequent promises of delivery on 7th and then the 12th, I still have an office of people without drinking water. I am easy to please and this is Awful!

I had great service for over a year until the cooler leaked and I contacted customer support to replace/fix it. I was promised itd be swapped out the following day. Its now 2 weeks later and theyve still not addressed the issue. Ive called and spoken to customer service over 8 times, spoken to 3 supervisors, and emailed the company 6 days ago and still have not had the issue resolved. When I call they are, overall, friendly but no one seems to take any ownership or resolve to fix the issue. I cancelled my service 10 days ago due to bad service and the cooler and 5 water bottles are still sitting in my office waiting to be picked up. I would never recommend this company.

Convenient and great service.

Worst customer service ever. “Accidentally” delivered 12 bottles the first month. It went downhill from there.

Great delivery; but costs soon may be prohibitive!

Their driver was making unauthorized changes to our account. We went from $20-40/month for water and a cooler to over $100/month.

We have been a customer for years and decided to stop using them due to price. Have been calling them for MONTHS to cancel our water and to come pick up their 5 gallon jugs which they charged us a deposit on when we first signed up with them. They ignore our calls to come pick up their jugs and wont refund our deposit. So we have 10 5 gal jugs sitting in our break room taking up space.

Great friendly fast to unload

I just called costumer service in Fishers and was told that they cant get anyone out here in Carmel to deliver water for 3 weeks! They suggested I go to Home Depot and replace my water bottles there. Not costumer friendly and not really wanting our service.Very disappointing!!!!

Horrible customer service - been trying to cancel for a week - over an hour on the phone and still have an active account that is being billedcall center refuses or is unable to give any local numbers or addresses to drop off equipment - was told local office would call a week ago and they have not - find another provider

Terrible experiences with billing.