One star given only because the delivery driver deserves it - Wayne is lovely.
Otherwise am completely fed up with the website and trying to view invoices/make payments - it is feckin ridiculous in this day and age to not have a working website. The old one was crap but the new one is worse. Trying to get hold of someone on the phone who speaks understandable English is impossible.
Online billing/website function appallingly slow
I work shift work in a rural town. I definitely recommend the product for a clean water supply but the website is unbelievably slow and often doesn't work. It literally takes 5-10 mins to load pages and often crashes altogether. I have rung up several times over a 6 month period and they say they are doing updates but it is still crap. I will probably cancel contract as I can't view the billing/invoices and don't feel it is worth the cost.
Purchased in May 2018 for $150.00.
Billing online system terrible
The last order I placed with them was Online using Paypal, so the order was paid straight away.
But somehow the system invoiced me after I had paid the water, and I started receiving outstanding invoice letters and outstanding amount letters.
I have contacted them on numerous occasions and they have confirmed that the account is paid but they still haven’t fixed the problem, when I log into the account it says that money is outstanding and that the account is suspended?
Purchased in January 2019 for $80.00.
Appalling Customer Service
We have only become new customers of Never Fail but definitely won’t remain with this service. We have had no delivery of new water bottles for over 3 weeks despite myself and my partner calling on 4 separate occasions. My most recent call occurred yesterday with the person I spoke with guaranteeing that a delivery would occur today and that he had specifically emailed the dispatch team to ensure that there would be a delivery today. I called at 4pm as no delivery had happened and was told that it would happen tomorrow - when I asked why I was ...specifically told by a different staff member that it would occur today and that an email had been sent to back this up, the staff member was unable to answer and when I asked to speak with a senior consultant to make a complaint, I was advised that they don’t take phone calls!!! Disgusting customer service and no capacity to make a complaint makes for a very poor service... unfortunately Never Fail has definitely failed this time
Purchased in March 2019.
Invoice and billing issues glaore
I’ve had a unit now for 4 months. In this time not one thing has been correctly invoiced. I’ve spent hours on the phone and sending emails (which I never get responses to) trying to get this sorted out. Then tonight I recieve the following email:
“You are requested to make a payment and bring the account up to date within 7 days of this letter date to prevent the collection of your equipment and the closing of your account.
Alternatively if we receive no response regarding payment of overdue invoice(s), we advise that our driver will be colle...cting your equipment on the next delivery date after the expiration of this letter. If our driver is unable to collect our equipment your account will be charged $275 inc GST per cooler and $10 per bottle that is not collected.” I won’t be renewing this subscription, I now regret taking out a 12 month rental from Neverfail. I highly recommend purchasing NOTHING from this company. Billing is not their forte.....
Purchased in November 2018 for $1,000.00.
- Verified purchase
Website is a joke staff members don’t stick to there end of the deal
Was receiving neverfail for over 3 years and the service has become worse and worse we moved 5 blocks in a small rural town of only 2000 people to be told neverfail doesn’t deliver to this district FAIL 1.. to then be charged for delivery’s we never received FAIL 2.. I updated my new address 4 bloody times online to it still saying my old address FAIL 3.. I took time outta my day to phone some useless call centre to be told I would be credited 4 free bottles didn’t receive them did get charged for them FAIL 4.. to now receive an Email saying th...e mechine is to be left outside for pickup and account to be paid within so many days or could lead to further action FAIL 5.. i have now taken more time outta my day to find out I have no 1 but 2 accounts but 1 unit?? Seriously neverfail you bloody FAIL you need a new business name!
- Verified purchase
Bad Service over and over again.
We have three accounts with Neverfail which is where the first problem arises. Instead of putting them all on the same statement they can't do this as apparently - it has to be separated by delivery addresses. This would be all fine if their staff were actually able to differentiate between each of them. For weeks we were hounded about overdue accounts which we kept paying over and over again for small silly amounts. Eventually they worked out that we had been paying all three accounts into the one account and one was seriously in credit whilst...the others were all overdue. We requested all three accounts to be sent through to the same email address on six different occasions but no they kept posting physical invoices to each different location which half the time they didn't arrive and we couldn't keep track of them. The last straw was the water being delivered to our Maryborough office and my staff member being told by the delivery guy that water deliveries were going to be stopped because we are so bad at paying our accounts. If I have learnt anything in business, the lack of payment of accounts is generally the fault of the person sending them not the person paying them. A small percentage of people will always be difficult to get payment from but not 50% of your purchasers as your Product Reviews suggest. I am not going to have my good name dragged through the mud because you guys are incapable of organising yourselves in a professional manner. Even today when I called for the last time they were still unable to send through all the statements for the three separate accounts - they only sent two. As a last resort, I called and asked to speak to someone who was actually in charge as the girls I was dealing with - [names removed] - were incapable of giving us what we needed - phone call after phone call. Apparently there was no one available to talk to us as managers don't take calls from feeble account holders like us. It was at this point that I was googling a contact number for someone else at NeverFail that I stumbled across Product Review and realised the sheer amount of complaints made about this supplier and their invoicing system. I thought maybe if I made a Product Review - one of those managers might find the time to call and actually assist but they may all be far too busy to assist us with our invoicing issues that no-one seems to be too concerned about.
Neverfail delivery services
Neverfail says it has "outstanding delivery services", which is a joke. I note numerous other complaints. Driver (CQ02CS) parked a semi trailer illegally on our private property, despite a sign specifically prohibiting it. He also parked within two meters of our homes with his engine running, and blocking pedestrian and resident vehicle access. Why does Neverfail train its drivers to break the law? Why does Neverfail see itself above the law? I would not recommend this company.
Worst accounting system ever (even worse than their website and that's saying something!). They attribute payments to oldest invoice so there is NO WAY to track a missed payment or a missed invoice. They have been claiming a missed payment for over a year but when asked to send a copy of the invoice allegedly not paid all they can do is send different ones going back over a year hoping that's the missed one. The time it takes THE CUSTOMER to check their records and verify all the payments is ridiculous and should never happen. To add insult to...injury despite every "guess" invoice being verified as paid they referred the matter to a collection agency who (thankfully) agreed the entire process was a waste of time and desisted after the invoice THEY sent was verified as paid. Neverfail are still sending "guess" invoices almost a year on. Avoid at all costs,unless you want your time going towards dealing with their mess of accounts at YOUR cost in time and angst.
You should change your name to FAIL
Admin 0/10. Your website -9/10. What saves you is your drivers. Invoices don't match on website. Website takes forever, even though all other websites load fast around it. I was once charged a bill that wasn't ours and kept getting notices about owing 100 dollars but later found this invoice from six months prior wasn't ours and had never been sent to us. Since then keep getting told the website will be repaired but am still waiting.
Always fail spring water
We were a customer for about two years. Worst experience ever company website is a total disaster. Charges for deliveries not delivered, lost invoices. Phone center won’t help you they never ring back when you try to sort out invoices. Avoid this company like the plague.
- Verified purchase
Bad communication, infinite phone loop - get your act together
Neverfail (more like fails occasionally). They've replaced our previous water service saffron springs in Geelong which was an ad hoc supplier (IE true water on demand). We were first hesitant to get forced to go a monthly plan, however it worked fairly well. Unfortunately we got too many bottles (people go on leave etc) and tried to suspend the delivery which didn't work. Recently they missed a delivery month, now we have no water.
The main reason I've given them 2 stars is due to poor communication. You can't get through the phone line (in...finite regressive loop constantly leading you back to go to the website). They take a while to get back to emails which in turn didn't get resolved. NOTE: A fancy new website doesn't make up for poor customer communication. Take my money and give me water, haha how hard is that? I haven't even mentioned the new website billing and invoice dashboard thing, just a big mess...
Neverfail should be renamed to Everfail; they are horrible
I haven't received a bottle in water since June (it's October 31st), and have been told it'll be another three weeks before a driver comes around. The funny thing is, a driver is in town every two weeks; they just want MY driver to make the delivery. This is the same driver, who's failed to deliver water about a dozen times. I have called and complained, for a couple of years, now; but they just don't give a damn. Even worse, the tank has started developing a nasty white substance; which I've been cleaning out, but it's not good enough - I want a replacement unit. I'm so over this horrible company; it's not even funny.
- Verified purchase
Horrible delivery guy with an attitude
Hi I am dr Prabath owners of Unique medical Cranbourne medical center which has been using your products for 2 years but after today’s incident with Indian delivery guy with bad manners and attitude thinking to change company straightaway. I have never dealt with company myself and today when he was delivering merely try to ask few questions but was spoken with such arrogant and attitude that I have asked my manager to look for another company. If it want to keep my business please discipline this driver who delivered water to unique medical Cranbourne on 23/10. I am the customer who pays the bills and not otheway round.
Ok water quality and over the phone customer service staff are helpful but deliveries, billing and now their new DIY dashboard interface are so fustrating. So suprising given they are part of CCA. You'd think a successful co like that would have this nailed but far from it. The left hand doesnt know what the right is doing.
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Questions & Answers
Why is the Chlorine level so high in your water
Where can I purchase 15 lt bottles of never fail off the rack so to speak. In Geelong Victoria? Saffron Springs is no longer operational and I’m not aware of a replacement company. I like to purchase at my convenience and not feel pressured in to a constant delivery I wouldn’t require. Some weeks drink more than others. Buy as needed. Thanks
Hi Lee. Neverfail Springs has actually taken over Saffron Springs so you have come to the right place. You can buy as you go water bottles and get them delivered to you. Best way to organise buy as you go is to call our Customer Care team on 13 30 37 or via LiveChat on our website. We also do stock 15L Pet One Way Spring Water Bottles at selected Coles Express & BP Service Stations - I will come back to you to confirm if the stockists are in Geelong.
Many thanks for the information provided. Will await your next response so I may consider the options you have outlined. Thanks again.
Still waiting 3months on for the response you were going to get for me, regarding the availability of your 15 lt bottles from the local service station in Corio, Geelong or surrounding area. As such I will not be thanking you at this time until you do respond and hopefully in an affirmative and pleasant manner.
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