primo brands: pay attention!

I have a water cooler and have gotten water delivered for over twenty years.

First it was directly from Poland Spring. Then Ready Refresh (part of the same family owned by BlueTriton Brands) took over. All was good until recently when BlueTriton merged with Primo Brands. 

Now it's an utter sh*t show.

I'd never heard of Primo Brands until June, when I unexpectedly receive two, 5-gallon bottles of Poland Spring, along with two cases of the half liter size. It's a lot for my small apartment to handle, as I also have four empty, 5-gallon bottles that Primo did not pick-up as I had no clue they were even coming. Nothing in my account noted a delivery.

I call. It takes about 35 minutes now to reach someone in the Philippines.  In the past, I would always reach someone in Massachusetts within a couple of minutes. Anyway, I reach Mae and she tells me to keep the water and I won't be charged.

In late August, I order three, 5-gallon bottles for two reasons. 

1. Primo charges a ridiculous $13.99 for delivery (though mine is waived this time) so I over-order to reduce my number of deliveries.
2. I need to get rid of the six empty five-gallon bottles I have stuffed in closets.

This time I am delivered only two bottles — not the three I ordered.

I call back. This time it takes 40 minutes to reach someone.  A new delivery is scheduled for a few days later to have the third, missing bottle delivered. I am told I won't be charged.

The five-gallon bottle is delivered as anticipated. But so is a case of Saratoga water in glass bottles and a cleaning kit for a cooler that doesn't even work with my model. I am charged $56.91.

I call again. And again. And again. Each time I'm on hold between 35-45 minutes.  Twice I am disconnected. 

When I finally do reach someone, I get apologies and promises.  I am told to keep the water. I am given future waivers on the delivery fee. And I am told the charge will be removed.

It's been three days. The charge of $56.91 still sits on my Amex. No reversal has yet appeared. 

But I do have plenty of water.

* With more in the fridge and cooler.