I will admit that after I placed my initial order with Sparkletts I came and read the reviews and was a little skeptical but after the initial delivery from Craig I felt better. He explained the process of delivery much more clearly than the website and was quite personable.
I received my first invoice and was concerned because it was A. a little hard to read and B. it was much higher than I had anticipated with charges I was not aware of (bottle deposit) I made a mental note to contact CS to find out about it, but hadn't had a chance yet. Then two days ago I received a request for a survey on my service so far, I answered honestly that while I love the service I was concerned about my invoice and the hold time to get a hold of Customer Service.
Today I received a call from Sparkletts management based on my survey responses and they walked me through the invoicing process and apologized for a slight mistake on the cooler rental price, saying they had already credited my account for the difference...They alleviated my concern on the extra charges explaining it was a one time bottle deposit fee for each of the bottles of water I ordered - but that it is only for the initial bill and will not be an ongoing charge....and they apologized for not making it clearer in the initial order breakdown admitting it is something they are working on being clearer about.
He also mentioned that they are going through a slight technical issue while trying to move their call center, making for longer hold times right now.
Overall, while initially skeptical - this ONE call from the company helped alleviate all my concerns with my water delivery service. GREAT customer service Sparklett's.