Eden Springs (UK) Ltd Omdömen 

We are getting very frustrated with Eden Springs/BWT. No customer service at all. We have not had a delivery for 2 months and can't, seem to get through to anyone via email or phone. We have just received an invoice from them and we haven't had anything from them for months!! I am tempted to drop the water machine back at their office (only around the corner) and get a new supplier.

Since the acquisition of Eden Springs by BWT, the level of customer service has deteriorated significantly. Multiple business premises have been left without water deliveries for over 30 days, causing considerable disruption to daily operations. Repeated attempts to contact customer services by telephone and email have gone unanswered, with no meaningful communication or resolution provided.

For a company supplying an essential service, this level of support is unacceptable. Customers are being left without deliveries, without updates, and without any effective way to resolve ongoing issues.

Unfortunately since being taken over by BWT there is zero customer service at all. We have had no delivery for months and getting through on the phone is proving challenging. No ordering online option either so we are left without water and have empty bottles. Quick enough to send an Invoice though!
Really poor service which we are now thinking of cancelling and moving to a more reliable supplier.
Shame as before the takeover this was a great company to deal with and their customer service was fantastic.

THEY MAVE HAVE GONE OUT OF BUSINESS!! BE WARNED Eden Springs / BWT UK Ltd.
Recent new customer, sorry we ever changed supplier. Hold time on phone to order water 90 mins!!! Unable to order online, no response for callback message. No response to emails. Am now wondering if they are still in business. We also note that they never respond to any negative reviews

I was a customer of this company for almost a year, and unfortunately my experience steadily deteriorated to the point where I felt compelled to warn others.

The problems initially started with late and unreliable water deliveries, which was frustrating enough on its own. However, the situation became significantly worse when the machine stopped working completely. I was promised a replacement machine, but what followed was weeks of delays, constant chasing, broken promises, and extremely poor communication.

On several occasions I was told that delivery or collection would take place, only for nobody to arrive and no updates to be provided. Each time, I had to spend more time calling and emailing simply to get the most basic information.

Eventually, after considerable effort on my part, a replacement machine finally arrived — only for it to stop working again after just a few days. At that point it became clear that the reliability of both the equipment and the service was completely unacceptable, so I made the decision to close my account and move to another supplier, who has been absolutely superb in comparison.

However, even after closing my account, the issues continued.

I emailed in mid-March requesting cancellation of my account and collection of the faulty machine. Despite multiple follow-up emails and phone calls over several weeks, I struggled to get any meaningful response. I was repeatedly promised that the faulty machine would be collected “next week,” yet unsurprisingly nobody has still arrived 8 weeks later.

As a Customer Service Manager myself, I genuinely find this level of service so shocking. I would never dream of treating customers this way. Basic standards such as responding to emails, following through on commitments, communicating clearly, and resolving issues promptly seem completely absent here.

What is particularly frustrating is how quickly invoices are sent out — even for faulty equipment — while customer concerns and complaints are ignored for weeks. It gives the impression that billing is prioritised far above customer care.

After reading recent Trustpilot reviews, it is clear I am far from the only customer experiencing these problems. There appears to be a consistent pattern of poor communication, delays, and unresolved issues.

I do not leave negative reviews lightly, but this experience has been consistently stressful, time-consuming, and deeply disappointing from start to finish.

Based on my experience, I would strongly advise others to avoid this company entirely. The service is unreliable, communication is extremely poor, and resolving even simple issues requires an unreasonable amount of time and effort.

Since the takeover, I've had no show delivery without any communication. Trying to get ahold of anyone is very frustrating and a waste of time. I've waited so far today on the phone for 30 minutes as well as waiting for a call back. Getting water shouldn't be this time consuming. I just want to speak with a person and get some answers. Absolutely shocking.

Awful customer service! Our delivery was due 7 days ago and still not arrived. They never answer the phone or call back. Wouldn't recommend!

Terrible customer service! I have been trying for days to reach them by phone and online to order water and have not heard from them. Their phone system says wait time is over 10 minutes, but you never get through and every day it's the same message. I've sent 2 forms online for them to contact me and I'm still waiting!

Extremely poor service from Eden Springs / BWT UK Ltd.
We have experienced constant issues with water deliveries since last year. Deliveries are frequently cancelled at the last minute, leaving our office without water on multiple occasions. We are continuously having to chase updates, follow up on missing orders, and request emergency deliveries just to ensure our team has drinking water in the office — and even then, our requests are often ignored and the deliveries still do not arrive.
On top of this, we are also paying rental fees for a water cooler that has not been functioning properly, while waiting days for an engineer visit that still has not happened.
The level of customer service has been unacceptable, poor communication, unreliable deliveries, lack of accountability, and no sense of urgency when issues are raised. A company providing essential office supplies should be dependable, but unfortunately this has been the exact opposite of our experience.
Without doubt one of the worst service providers we have dealt with.

Absolutely shocking customer service. Delivery is due to us every 2 weeks and we haven't received delivery for 4 weeks now. Tried emailing and calling for an update but no response and when we finally get a call back, we are just lied to! Avoid this company at all costs!!!!

Update - had a call back after leaving this review and was told the issue has been escalated...still no update, still no water delivery and still no communication!

Once again our service / sanitation is overdue and I find myself having to email and telephone to get this arranged myself. Last year this happened (and also year before) and we were told that they were switching to a new scheduling / planning system so this will not be a problem in future but here we are again. We were also told that they had ran out of filters which I find hard to believe given that you can purchase exact same ones on Amazon. So, I have now emailed twice with no reply and also tried to call but the automated phone system says that nobody is available. I have just received an automated email saying that someone should be in touch within 5 days. Last year we only got a response once we left a review on here so lets see how long it takes this year. Terrible service and communication.

Can't get anyone to answer the phone. I eventually did get a call back after 3 requests only to be told that we were not on a scheduled delivery cycle even though we have been for the last 10 years, and also that our account number couldn't be found. Then was told a delivery would need to be requested and could take 5 days. This is the second time in the last month our office has ran out of water.

I would give no stars if possible as they keep missing their delivey dates and seem to be had to get a hold of. I've tried ringing with no one picking up leaving me just their online form which they take a day at least to reply.
This is the 3rd missed delivery within a year and they always say theres nothing they can do, I will be looking for a new supplyer now.

What a poor show! Missed deliveries with absolutely no communication leaving a fully staffed office plus meetings with clients with no water. Then having to try constantly to get through (on hold for 20mins at a time) no one returns calls or responds to emails! Laughable that the the account manager in client retentions didn't even respond to my reply to his email asking if there is anything they can improve on before we cancel our contract with them! After 6 weeks of chasing they are finally coming to remove their machines and already receiving good service from new supplier!

Very disappointing service. Orders were placed over three weeks ago and still haven’t arrived, despite delivery promises made after several chases. Communication is extremely poor - it’s almost impossible to get hold of anyone. I’ve been stuck on hold for over 20 minutes with no answer and still no update on where our order is. The line disconnected after 22 mins. Such a waste of time!
The online chat doesn't seem to be working either.
Will be looking elsewhere for a more reliable supplier.

On a contract for two weekly deliveries, only ever deliver once a month. Also had deliveries not arrive. Portal just says next delivery due at a date two weeks previous that didn't arrive. Cant talk to anyone, on hold 20 mins, then chose option for call back, no call back a week later. Filled out message on portal requesting urgent delivery, no reply, Emailed customer services nearly a week ago still no reply. Now been over a week without any water in the office. Keep having these issues, shocking service. Update - Its now 01/06/26 numerous emails ignored, no-one answers phone, requested call backs never received. Still being invoiced for rental even after cancelled in April. Eden/BWT no-one is taking any notice.

No words, just avoid. Placed an order on the 14th, got an email order confirmation, chased it a few days later to be told the order was still showing pending and that someone would look into it and get back to me. Heard nothing so chased it again a few days later, was told the same thing and again nobody got back to me, so contacted again to cancel as this isn't the first time deliveries haven't happened and at this point our office is completely out of water, was told they would cancel the order and email me confirmation that its been cancelled. Still no email to confirm cancellation, so just contacted them again to be told they cant even see an order on my account, pending or recently cancelled. What an absolute joke. On top of this, I emailed their accounts over a week ago as an invoice is still showing unpaid when it was paid on the 2nd April and I have the email confirmation to prove it, guess what surprise surprise, still no response from them either. Just avoid, terrible service from ordering right through to their accounts.

Please stay away from this company. I ordered a HydraHub unit with two bottles of water, for home use. I am pleased with the unit and quality of water. BUT, when it was time to order new bottles of water, that is when the fun and games started. Ordered on Monday 13/04/26 for next day delivery. Today is Thursday 16/04/26, no delivery and no tracking information. Telephoned customer support and spoke to a few pleasant lady, called Olga. She assured me that she would sort this out today. After 8 hours, I heard nothing, so I telephoned again. No information at all. I explained that the unit is no use to me, if I can't receive water and I wish to return the HydraHub for a full refund. Olga said, someone will ring me tomorrow, I won't hold my breath.

We use Eden as our office water supplier - we rent coolers from them and have monthly deliveries of bottles for those coolers. Sometimes they turn up when scheduled and sometimes they don't. As I write this, I've been on hold for 18 minutes (and counting) waiting to ask them what happened to our delivery that was scheduled to arrive 6 days ago.

I used to order extra bottles so that it wouldn't matter too much if they didn't show up the following month - wish I'd thought to do that last month.

One plus is that their customer service people are always very friendly and apologetic on the phone (when they answer!).

We have called numerous times and emailed our account manager but we are still without water and have been for over 2 weeks. This seems to happen every month.