After being a loyal delivery customer for over a y...

After being a loyal delivery customer for over a year, our water delivery needs had changed. When the delivery driver made our recent delivery, I informed him that we only needed two five-gallon bottles. He told me that they have a three- bottle minimum or they have to charge me an additional $15.00. I said I only needed two bottles and he gave me a receipt for the two bottles. Within several minutes the manager called and said he was going to charge me the additional $15.00 there are no exceptions. I explained to him that I didn t mind the additional fuel charges that they tack on to the bill every month unlike any other water service. However, as a matter of customer service I felt that the $15.00 was not reasonable and that I wanted them to deliver the extra bottle they were going to charge me for. The manager said he would not send his driver back, even though he was still in the area. I told him that I was puzzled by their lack of customer service/loyalty as there are many other options out there for similar products and services. He said there are no exceptions and I told him that as a matter of principle he would be losing a customer for life and he didn t seem to care. As a business owner myself for over 30 years I was blown away by their callous attitude. I will be taking my business elsewhere and let the public know of my experience.

Shortly after posting my review, I received a call from Jake Smith the general manager of Carlsbad Alkaline Drinking Water. He asked me for more details and my version of the events as to why I was dissatisfied with my experience. After hearing my side, he immediately apologized for any misunderstanding or inconvenience and offered me several options if I wanted to resume my service. I explained to him that we love their product and we are happy to continue being a customer. It is this type of customer service and prompt response to issues that set some companies apart from the rest. Thanks Jake for reaching out to us and helping to resolve our issue.