“I would not have given 1 star if given the option. I'm appalled at the less than substandard service received from Eden over the past few months. I did allow them to redeem themselves after eventually managing to speak to the customer service manager, but sadly the following months the same problems occurred - No delivery, I emailed all from original audit trail - no response. I then sent email direct to CEO (who was copied into original complaint) - no response, I called over the following week. CS manager in meetings, will call back - no response. Please take your business elsewhere as this company has way too many problems to solve and customers are not their priority it would seem. They leave their front line staff to deal with frustrated customers, who do not have access to the information needed to support them!”
“Had a visit 17th October from Eden staff member to service water cooler in SANDS AIRDRIE. Guy was called Darren, from Aberdeen (covering Airdrie) best visit yet. Guy was courteous, chatty and stood conversing with both staff and clients, whilst doing his intended job.
THINK SERVICE GUYS NEED TO KNOW THEY ARE APPRECIATED ON STORE VISITS TOO !!!!!!!
big pat on the back for Darren xx”
“I’m baffled by how irresponsible this company is. I haven’t subscribed to their services and yet I’m receiving invoices for over £1500 from them under a company name that has nothing to do with this address. I’ve called them and asked them to take my address off their system and they’ve promised to do it and yet I continue receive the invoices. I’ve since emailed them twice and they haven’t so much as acknowledged the email. I’m now being forced to get legal advice so that I don’t become liable for the expenses and I do not have time to continually contact them to no avail.”
“I cannot emphasize enough the abhorrent experience I've had with this water cooler/dispenser hire company. It's now August, and I signed up for their monthly subscription back in May, hoping for a reliable and convenient service.
From the very beginning, it was clear that customer satisfaction was at the bottom of their priority list. After signing up in May, I heard nothing from them for an astonishing six weeks. When I finally managed to reach them, their response was nonchalant, promising to "look into it" without providing any real assistance.
After multiple follow-ups, I agreed on a delivery date, but it never materialized, not once, not twice, but on three separate occasions. Each time, I had to take time off work to be present for the delivery, only to be left waiting without any explanation or apology. Furthermore, adding to the frustration, I received several out-of-the-blue delivery cancellation messages for days that I had never even agreed upon at completely random times.
The complete lack of communication and failure to fulfil promises have caused significant inconvenience and financial losses on my end. It's disheartening to see a company neglect its customers with such disregard for their time and trust.
I sincerely hope the company takes this feedback seriously and improves its customer service and delivery processes. As of now, I cannot recommend their services to others, as my experience has been a far cry from what I expected and deserved as a paying customer.
To the company: Please value your customers and their time. Address the issues that plague your service and strive to be more reliable and responsive. Your customers put their trust in you, and it's your responsibility to honour that trust with prompt and transparent communication. Only then can you hope to build a loyal and satisfied customer base.”
“If I could give -1 I would
There are NO water deliveries in 3 weeks
We run a health business in the hottest weeks of the year thus far!
Their systems do not exist and they are v unhelpful and do not know what is happening on ground level and deliveries.
Do not trust this business and save yourself admin- use another”
“AVOID! Worst company. They have told me 3 different delivery dates now and nothing shows up and they can never give you a proper answer. The company is a complete joke and waste of time. The customer service is terrible I will be telling everyone to avoid this company..dont waste your money. Go elsewhere”
“NEVER DEAL WITH THIS COMPANY. I placed an online order for a cooler and 4 water bottles with them on the 9th of August for £180 and the money was withdrawn instantly from my bank account without any invoice. Days and days passed without any delivery notifications until I went to their online chat and the person managed to get the delivery out from the depot after few days. On the 19th of August, Eden springs withdrew another £483 from my bank account and sent me an invoice with items that I have never placed an order for. Since then, I have been desperately trying to get this money back and all I get are useless emails from them. I hope that everyone reading this would imagine themselves in my situation begging to get their money back. I am very surprised that they have the time to respond to bad reviews here but they don't have the moral to refund money stolen from their clients' accounts.”
“If you haven't experienced a terrible experience in service, please try even the water company.
First, customer service is zero stars
The second quality of coolers is always the water that comes out of the cooler, and it takes ages to replace it.
Finally and most importantly they deliver your order in two months regardless of the extras every time in your bills. .”
“the driver ran out of time on the 17th July to deliver our water, and at no stage did he reschedule the delivery. so a month later, on the 18th august, i ring to ask when our next water delivery is, and i'm met with that pathetic excuse”
“The worst service ever can't even deliver on time and when you want to cancel they make you wait.
We have bottles which have not been collected for over a month and now they're dragging us cancelling the subscription out AVOID THIS COMPANY AT ALL COSTS....”
“First 6 months were excellent since then terrible my first order as usual online was told would be delivered by a date on that date 1/6/22 received a email that said thanks for telling them my order was no longer needed spoke to someone was told sorry and they would put order through now I’m new date even though I checked at about 1 pm and was told it was out for delivery now again I have no delivery and customer service is closed till Monday (it’s Friday) TERRIBLE service you are fobbed off on the phone and told you will receive your deliver I will be cancelling on Monday and telling them to come and take there water machine back”
“Worst customer service experience I have had for a long time. My order never got delivered after being promised on a delivery date twice.I asked for a full refund which you have to send an email requesting.”
“Ik ben al sinds oktober 2021 (een half jaar!) bezig om een creditnota van € 25 teruggestort te krijgen. Dit bedrijf maakt er een sport van om zulke processen zo veel mogelijk te vertragen en dat doen ze op Olympisch niveau.
Let op met deze partij want je bent er veel tijd mee kwijt voor je krijgt waar je recht op hebt, als je dat überhaupt ooit krijgt.”
“Horrific - just had to kick out a delivery man from our office owing to being rude to other members of staff.
We'll be cancelling the contract with immediate effect.
Possibly the single worst example of customer service I've ever seen.”
“Terrible company, avoid like the plague
I was wondering around my local Costco in the middle of a heat wave and some salesmen from Eden approached and after a short discussion I was sold on the idea of having a cold water machine in my house.
Delivery of the machine was quick, everything was great.
Then during the pandemic no water delivery's which I can appreciate. After 12 months I now decided it was a waste of money on a service we aren't receiving. I sent an email via the support site. Nothing. Called, advised that I would receive a call from the area manager to advise on collection etc, nothing. I have now called and emailed for going on 4 months. Everytime I get told the same lies. I still have the machine taking up space in my kitchen, I really want it gone. They are still sending me invoices. I rang up again, they said, oh we can see a cancellation pending. But we can't do nothing. Only your area manager can process the cancellation.
Seriously 4 months. They are taking the biscuit, they are refusing to process anything and are expecting me to carry on paying. I have cancelled my direct debit and advised them of this a month ago. But still nothing. Do they not want the machine? If so, I can happily dispose of it. Surely this item is no longer classed as being my responsibility? I filed for cancellation almost 4 months ago. I have fulfilled all my obligations as a consumer through the entire contract.
Avoid them. Not worth the hassle.
Shame, as the machine is decent. Just an appalling company to deal with.
They sent me a request through a review site for my account details on 12th November. Which I provided same day. Still nothing. I still have a machine in my house had yet another invoice come through. Seriously this is unbelievable, I am going to be contacting trading standards.”
“Deze organisatie is zeer, maar dan ook zeer slecht geregeld. Ik raad ieder dan ook af om gebruik te maken van hun diensten. Allereerst had ik een heet-koud watercooler besteld. Ik kreeg geleverd een koud-ongekoeld cooler na 1,5 week na akkoord van mijn offerte. Ik vroeg nog bij levering; dit is toch een heet-koud cooler. Ja, dat was het geval. Vervolgens gebeld. Ja, het was een foutje en ze zouden alsnog leveren, maar ze moesten eerst een heet-koud apparaat nog bestellen. Ik was verbaasd: hoezo nog bestellen, anders hadden jullie op de leverdag toch al mijn apparaat geleverd?!? Vervolgens begon het geouwhoer voor een omwisseldag. Omdat ik ook nog elders werk, was het lastig om afspraken te maken (wat in het verkoopgesprek geen probleem zou zijn). Tot 4 keer toe hadden we uiteindelijk een afspraak gemaakt waar géén bezorging uiteindelijk plaatsvond. Ik besloot de overeenkomst op te zeggen. In de week na de opzegging stond er zonder afspraak ineens een chauffeur voor de deur en belde mij op de telefoon. Omdat ik nog niet toonbaar was, aangegeven dat ik even wat aan zou trekken en dan het apparaat kon meegeven. Eenmaal bij de deur was de chauffeur weer vertrokken. Tevergeefs nog 2 keer proberen te bellen, maar de chauffeur nam de telefoon niet meer op. Kantoor gebeld: nee, de chauffeur komt niet meer deze dag. En daarmee had de chauffeur mij vroeg gewekt na een nachtdienst voor niets. Uiteindelijk een afspraak gemaakt voor een nieuwe afhaling. Bewust gekozen (vanwege een late dienst voorafgaand) om de chauffeur vanaf 12.00 uur te laten komen. Stond de chauffeur er al om kwart voor 10 met dat er was aangegeven hoe de levering kwam: smoesjes in mijn optiek, want er was gewoon helemaal niets over gecommuniceerd. Ik heb uiteindelijk 3 volle en verzegelde flessen weer retour gedaan en 1 aangebroken fles. De aangebroken fles vind ik logisch te moeten betalen, maar de verzegelde flessen (zijn niet voor niets verzegeld), zouden nu wel betaald moeten worden. Daar is van te voren niets over gezegd. Als ik dat had geweten, had ik ze net zo goed nog kunnen gebruiken! Wederom een punt van communicatie wat mist. Bovendien wat zeer hinderlijk is dat je als je belt, nooit iemand van de planning te spreken krijgt, ook niet met doorverbinden. Je kunt dus nooit afspraken maken met de organisatie, wat sowieso al lastig is. Voor mij een enorm slechte ervaring geweest en ik raad het dan ook echt af zaken te doen met hen.”
