Neverfail Spring Water (page 2 of 10)

Have been with Neverfail for over 5 years, service previously was great however the last 2 years have seen a huge change, it is very hard to get in contact with the company by phone and even their web site or logging into your account. Will be closing our account.

I placed an order middle of december 21 and as of the beginning of February, still have not received the delivery. After numerous attempts via online chat, email and a number of lengthy phone calls (wait times of up to 40 mins) I still could not get an answer for a delivery... that's over 7 weeks without a delivery, confirmation or supplier initiated correspondence. I would avoid engaging with this company.

First off, the website is terrible.
It takes ages to load anything, constantly brings errors to formatting etc.
secondly you can fully sign up online, the whole transaction, but if you want to cancel then you will need wait 30 minutes in a telephone queue to do so.
Don't try and cancel via chat, they are just another company with scummy anti-consumer tactics.
they are betting you won't call to cancel as its such a pain.
Also if you are a residential customer the drivers will just routinely not turn up.
They will give you a date to leave your em...

Customer for 25 years and always paid cash on delivery until they stopped it. Now cutting delivery if emailed invoice not paid on day. Would stop using but no alternative drinking water. Disgusting customer service!!! Drivers are lovely though.

We get 10 bottles every month. And always get 1 to 3 bottles that are green .
They say sorry we will swap em.
What is that ?
Unhygienic and should be reported

I have used your product now for a great number of years but owing to adverse situations I am unable to continue to purchase same and on returning my empty containers to where I have purchased for years they now tell me they do not refund on empty containers (4 of) and to my mind I have 4 bottles which equates to $40.00. I do not wish to complain about the quality of your product just that I would like my deposit back.

The depot that I purchased these from is a Coles Shell Service Station, Cnr Carrington and Marmion Streets, Palmyra, Western Australia.
Would appreciate your reply and thank you in advance.
Kind regards Evelyn Searle

Ordered water in the middle of Dec 21. Its now the 5/1/2022 and a second phone call to follow up on when we are likely to received our delivery. Admin advised the order will be treated as a priority but wasn't able to advise on an delivery date and time. Neverfail, your service to deliver is appalling!! May need to rethink about doing business with you. Neverfail always fails :-(

Left without water again over Christmas. No phone calls or messages to let me know. Was promised delivery on the 4th of January but nothing came. Promised a phone call morning of the 5th but no call came in. Excuse they gave was they are busy as it’s Christmas. Not good enough for a someone who has been a customer for years.

Not even worth the 1 star! Only there because we can’t rate any lower. Customer Service is horrendous! Operators don’t even know their own policies and are quite rude! I had to wait on hold for over 2.5 hours to find out where my order was, only for an inexperienced operator to tell me that the orders to my area had been “cancelled” and “that there was nothing he could do”. When I stated that I received a delivery the month before, he simply tried to cover his tracks and say that “he had a different account open” which was rubbish because he ju...

Paid my bill on the 14/12/2021 and have not rec'd any water look at website and it says no orders delivered until 04/01/22 don't drink tap water so an not happy

Keep charging cooler rental 2 months after reporting lost. We need to pay lost asset fee for the cooler on top of 2 months rental. The call centre staff basically saying they didn't have conversation record as excuse. It took more than two months for them to finally close the account. It is very difficult to talk to someone as the call centre always has long queue then they need to transfer the call to other people.

If I could give a zero I would. The service they provide is reprehensible. They send incorrect invoices, with incorrect charges and dates and when you follow up you hear nothing back for months until they refer you to a debt collection agency.
Live chat barely works, you are put on hold for hours, then promised a call back, which you never receive. I've been hung up on and lied to about a multitude of things. Anyone considering using, look at Big Wet or Olinda Spring Water- they give you an email to contact that actually is looked at.
Have filed a complain to consumer affairs and I encourage all other customers to do the same.

I have been a customer for 15 years have decided to cancel my service with them which is proving the hardest thing ever to do !!
Keep getting charged for deliveries that have NOT been made. No money returned from them.
No sorry for the constant muck around and over charging. Operators are rude.
Would not recommend going with them. Have had to give them 1 star but would prefer to give them nothing.
BE WARNED !!!

Yesterday I received an email from a collection agency for my overdue account ! I had genuinely forgotten to pay this $50.00 account, I received no reminder email letting me know about the missed payment ! I found the action they took to be heavy handed !
As I said to the customer service guy, what if I had been sick or having financial troubles ? What if I had mental health issues ? Not to mention the effect this could have on my credit rating!! So I have now closed my account after 25 years ! So much for customer loyalty!!!

After being with Neverfail for over 5 years and having nothing but great service a new company took over this year and everything has literally turned to crap. Invoiced for water that was never delivered, waiting for 4hours to talk to customer service (numerous times) for it still not to be fixed then being sent to debt collection for something that they never delivered. Honestly steer clear they are hopeless and will only end in complete frustration.

Whether you call, email or live chat expect them to do the exact opposite of what you ask.
Cancel your account? Expect a random delivery the next week!
Call to have those bottles picked up? Expect MORE to be delivered.
Call to confirm that you haven't been and wont be billed? Expect another direct debit!!

Although I really enjoy having Neverfail water the service/accounts/admin side is horrible. I’ve made about 5 complaints about billing over the last 18 months as they assure me they will sort the problem but don’t. They have no record of payments we made on their automated phone system even though we have a bank statement proving this. They send my account to a credit agency even though we have paid but they cannot find it, even though we have proof. Billing is NEVER accurate. I’ve never dealt with a worse company. They are also very very difficult to get hold of. There are plenty of other companies that offer the same so we will look elsewhere.This company probably needs to be reported to the accc and held accountable.

The product is actually a JOKE - no clear communication, no proper customer service, no confirmation of funds being taken off my credit card, sending my bundle to the wrong address, now painfully trying to get my money back but getting invoiced saying I owe THEM money!!

I used them about 8 years ago and it was totally fine, now it's a joke! I ordered my first bundle and paid via credit card but received NO confirmation or correspondence to confirm that my order was being shipped, because on their end IT WASN'T, they just took my money... th...

Have told them to collect their bottles as we closed account due to very arrogant staff and service
Refuse to and said sent to land fill so don’t care about environment at all

I’ll try to be brief. We got a bill for a couple of hundred dollars from a debt collector acting for Neverfail. 1st contact from a debt collection agency ever and I’m almost 60, gainfully employed and earning a good wage. After investigating a bit I learned that Neverfail had done some sort of overhaul of their web page. Our regular deduction payment details appear to have disappeared, so yes we were in arrears but didn’t know. After about 12 years doing business with them I wondered ‘why didn’t somebody call us to tell us there was a prob...

We have been with Neverfail for over 20 years, not sure what is going on at the moment our regular delivery fortnightly hasnt happened for months. Ordered twice online after creating login - received confirmation email but still NO water. Chatline doesnt open for communication. Received invoice for our cooler rental not paying until i get water or service. Havent sighted truck in our area at all. Thought maybe gone broke ? Changing supplier LOST us.

I have had Neverfail water delivered for 21 years
When it was operated and delivered by [Name Removed], it was an awesome service.
Every fortnight without fail he walked in, installed bottles and went to front desk for payment SO SIMPLE!
Then someone else took over.
They sent new driver who is not allowed to collect payment
and to top it off the deliveries were so erratic its ridiculous
Since the takeover I have not had one invoice emailed to me to show amounts owing
I am constantly checking to see how much the amount is...
and get....
"SYNCHRONISING INVOICE"...

I have been a Neverfail customer for 20 years and never really a problem until this year and the change in accounting software.
Since Neverfail has worked on its “new” accounting software, things have gone wrong.
My automatic payment was disabled and I was unwittingly 3 months behind in payments until I received a “final notice” and delivery was halted.
Paid the outstanding invoice but no indication how to restore deliveries (no way of contacting delivery driver). After several abortive attempts to contact by phone (various lengths of waiting t...

So angry right now. Contacted Neverfail well in advance of leaving my place on the Gold Coast in June 2021. They reassured me no problem, I paid out the account, & they pledged to pick up the empties & cooler. Once I moved out, notices kept coming, I kept contacting them. Finally on my thousandth call they apologised, said there was a miscommunication with the driver, & they would pick up the cooler, & no charge outstanding. Months later, I get an email from a debt collector agency stating I owe hundreds, & this could jeapardise my reputation at a time when I'm desperately hunting down rentals. Unbelievable. How hard can communication be, big organisation or not???

This is probably the most inefficient and non customer friendly company i have ever dealt with...You wait for ever on the phone, the dont deliver and when requesting a refund for them failing to provide service they make you fill out a refund application form....instead of simply reversing the charges like other reputable companies...