“I am not a happy customer, iI have had a residential water cooler since before COVID and I enjoy getting my water this way however, this company has changed the way they do everything and it is not customer friendly. You could go online, organise to have collection of old bottles, and order new water bottles and it worked, now I can't ever get into my account, I can't order online seamlessly as it normally takes 3 or 4 attempts. No opportunity to return bottles so now I have loads I have to get rid of and when u call up thier system means you can't pay your invoice especially if it's in advance!
I understand that businesses change thier way of working but I was never informed it had all changed, no email to explain a new website and new size bottles, now they are not delivered by courier but Royal Mail. It would be nice to be treated like a valued customer, communication is pretty important, and it affects my use of this companies products. The way they work now I don't really think is designed for people like me, Joe Average who just likes having a water cooler at home. I don't feel like I'm a valued customer and I'm fed up with it always being a chore to order water. Maybe my 4 bottle order every few months isn't big enough to make a difference to thier profits, but it wouldn't hurt to just feel like you are a good customer. Over all it's not a good experience using this company.”
“As a residential user it is very complicated to pay the invoice and not set up monthly direct debit. Also the change of water bottle size is not good. Prefer the larger bottles but for some reason this was stopped.”
Hi Jolie,
Thank you for your feedback & we apologise for any inconvenience caused.
The quality of service you received recently was not of the standard we look to uphold as a business. We recently experienced some issues with shipping which impacted your order. We have now resolved those issues and are closely monitoring our shipping going forward.
Kind regards,
Team HydraHub by Eden Springs
Thank you for your feedback. We apologise for the delay on your order, we can now see that this was delivered, yet of course this does not reflect the standards we wish to uphold as a business.
Over the Christmas and New year period we experienced a number of delays to our orders, we have now resolved these delays and are working to monitor them going forward.
Kind regards,
Team HydraHub by Eden Springs
“ordering through hydrahub is a nightmare for next day delivery you must order by 2pm and i make sure my order goes in hours before and i have only had my water next day delivery twice i think and eden springs wont take any respossability for the dely even though its eden springs i buy my water from most of the time its 3 days before i get my water and sometimes i get half my order in 3 days then the other half in 4 days dont get me wrong the ordering is easy enough but for the reasons above i cant give it any more than 1 star”
Thank you for your feedback. We apologise for the inconvenience caused by delayed shipping.
I will ensure your feedback is taken to our leadership team so we can work on improving our service. We know over the Christmas and New year period we experienced a number of delays to our orders, we have now resolved these delays and are working to monitor them going forward.
Kind regards,
Team HydraHub by Eden Springs
Thank you for your feedback.
Unfortunately we were unable to provide a refund for your order as delivery was not accepted and water is a non returnable item.
Kind regards,
The HydraHub Team
“Your service is not good. Order are incomplete, they sent damaged bottles . Packaging wrapped on tape . Overall no good services was much better when you used the bigger water bottles and the quality of water I think was better.”
Hi Alex,
We apologise for the way your water was delivered. This does not reflect the standard we wish to uphold as a business. We believe your bottles were damaged in shipping as this is not how we would send bottles out from our site. I will ensure this is escalated internally and that our courier is notified to prevent this in future.
Kind regards,
The HydraHub Team
“Water bottles are not delivered to the door steps .. they are delivered to conceirge and no alert is sent to me that it is delivered. Really appreciate if the water bottles are delivered to my door step. Thanks”
