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  1. petrarch1604 says:

    just get a water filter. Poland springs is practically faucet water anyways.

  2. sketchy says:

    I blame the customer.

    Ny, really this is very poor service, Lynne should be contacting her CC company and instigating a chargeback and notifying them that Poland Springs is/has been making unauthorized transactions. Worked for me when my car insurance company kept charging me for insurance in another Province on a car I no longer owned.

  3. B says:

    Bottled water is bad. Switch to tap water and you’ll be getting all those wonderful pharmaceuticals you’ve been missing out on.

  4. greensmurf says:

    maybe they dont remember because of all those hormones and drugs that are in the tap water?

  5. Me. says:

    Yay! She knows how to write a great letter.

  6. sleze69 says:

    @sketchy: RTFA. She contested it with Amex. Everytime. They finally got around that (Amex loves its customers) and just billed her directly.

    Since they mailed it to her, it sounds like a nice case of MAIL FRAUD.

  7. whatever1 says:

    So how did Poland Spring know your new address?

  8. Kajj says:

    @petrarch1604: @B:
    Yeah, where does [consumer] get off using [commercial product and/or service] anyway! S/he was asking for it!

  9. Falconfire says:

    @sleze69: it was a joke…

  10. TechnoDestructo says:

    @Slick36: Why should chicks have all the fun?

  11. stpauliegirl says:

    This is a great complaint letter, especially the timeline of events. Most of the letters that are posted on this site are just rambly and way too long, but this one hits the nail right on the head.

  12. ChuckECheese says:

    @B: Hands off my stash, B.

  13. skwidspawn says:

    @stpauliegirl: Aye. Clear and concise, just the way it should be.

    It’s refreshing to read a letter that doesn’t require me to use all of my brain power to understand. I’m glad that she finally got it cleared up.

  14. mammalpants says:

    great letter! it made me thirsty for some aquafina!

  15. gamehendge2000 says:

    Hmm, she didn’t ask for nor authorize deliveries to her new house.

    So how’d the delivery guy get the new address? And the move in date?

    Something smells fishy and it’s not just in her underoos.

  16. ogman says:

    @gamehendge2000: Forwarding address, new address linked to the credit card they were billing, or one of the many other ways that companies get our information everyday.

  17. ogman says:

    “While your products are great, it seems that there is quite a disconnect between customer service and operations that needs to be addressed.”

    Usually it’s because those operations are not even in the same country.

  18. gamehendge2000 says:

    @ogman: If the water company can’t get their shite together on stopping the deliveries in the beginning, it’s hard to believe they’d be this on top of the new address, the week she moves in to the new place.

  19. mv0093 says:

    That really was a great letter. A customer service and marketing VP that just now found the Consumerist..shocking. I bet after posting her letter she searched for her company’s name on the know…just to make sure…lol.

  20. Quaoar says:


    You comment is unwarranted. Stick to the facts.


  21. zimzombie says:

    Shouldn’t that account # be redacted?

  22. sketchy says:

    @sleze69: Why don’t you you RTFA…

    January 2008: In all of this, I was still getting my American Express charged. I alerted the card company that these were unauthorized charges.

    January 2008.

    If you need someone to fight with, punch out your paperboy or something.

  23. Ariah says:

    She writes a truly fine complaint letter. Concise, factual, and complete.

  24. scoosdad says:

    @zimzombie: LOL yeah, she’s probably posted a few emails like this all over the web with her account number still in it, and random people are calling Poland Springs to re-activate her account on her behalf:

    “Uh yeah, this is Lynne calling…account number xxxxx… I was just kidding, you can resume my service anytime now…yeah, the address on file is just fine.. yup, use that credit card too.”

  25. nuton2wheels says:

    heh this is a company owned by Nestle, the huge multinational corporation that got busted for peddling infant formula as a superior alternative to breast milk in developing countries

  26. sauceistheboss says:

    So many Poland Spring shills on this page!

  27. irid3sc3nt says:

    Yes, excellent letter. It’s concise and devoid of the rambling bitchiness that most letters here have. I especially enjoyed the “Fruit of the Month Club” reference!

  28. thisisjacked says:

    @mv0093: Now THAT is funny.

  29. Since85 says:

    I clicked this link for the stuffed puppy.

  30. sleze69 says:

    @sketchy: Perhaps you need a dictionary. []

    January 2008: In all of this, I was still getting my American Express charged. I alerted the card company that these were unauthorized charges.

    When she informed Amex that these charges were unauthorized, was was invoking…now get ready…a chargeback.

  31. IrisMR says:

    Right. bottled water is pretty much faucet water so don’t waste your time… Never buy from them again and use your tap.

  32. tmlfan81 says:

    That’s a fantastic letter. No personal attacks, snappy remarks – nothing that cannot be backed with actual facts.

  33. bigvicproton says:

    i love the part “this will be on your credit report”. This is what America has come to. If only we could live without credit we could be free again…

  34. tmlfan81 says:


    I hate when companies say that “this will count against you on your credit report”. I’ve had places call me on accounts less than 10 days past due and warn me that unpaid accounts will be reported after 30 days.

    OK, you have absolutely no faith that I will pay the account with you now – over the phone mind you with a major credit card – and resolve the issue?

    Customer Service is a “lost art”. More importantly, so is tact.

  35. babaki says:

    wow, she sounds exasperated.

  36. lynne701 says:

    Hi everyone — Just wanted to let you know that I just received a call from Mr. Muscato at Poland Springs. He apologized profusely for the mix-up and wanted to amend the situation. The accounts receivable/collections department is indeed outsourced and they are looking into the individual who threatened my credit due to the extraneous charge. There will be no more invoices or deliveries, thank goodness.

    PS To answer one of the comments — my new address was gotten by two sources — the credit card company and through the mail forwarding feature form the Post Office — it alerts people of the new address upon moving. Nothing fishy there. And no, this isn’t posted anywhere else but here and directly with the company.

    Thank you to this site for helping to expedite the resolution. I appreciate it.

  37. sketchy says:

    @sleze69: Hey, douchey, from July to January there was no contact with AMEX, thus no chargeback.

    Get some reading glasses.

  38. lynne701 says:

    @sketchy: I probably didn’t make this clear — I did ask the cc company to have the monthly amount charged back. After that, Poland Springs then sent me an actual invoice (without charging the Amex)for the amount due. That’s when accounts receivable guy called me to demand the money.

  39. lynne701 says:

    @mv0093: Actually, that’s a good idea!

  40. SkokieGuy says:

    Great letter, but I find the “Fruit of the Month” comment to be rather homophobic.

    And her new address? Since she was fighting with customer service after she moved to the new home, she would have likely provided her new phone and address so they could send confirmation the account was closed, credits issued, etc.

  41. You pay to have water delivered to your house? I have that shit on tap for virtually free.

    Bottled Water is an environmentally irresponsible sham.

  42. minvasive says:

    This is why you, and not your bank, should be paying your bills each month.

  43. Rectilinear Propagation says:

    Great letter, but I find the “Fruit of the Month” comment to be rather homophobic.

    @SkokieGuy: Explanation for those of us who don’t watch Seinfeld?

    I have that shit on tap for virtually free.

    @suburbancowboy: And if your tap tasted like shit you’d probably buy bottled (or at least a filter).

  44. meeroom says:

    I’m a good environmentalist and don’t have my Poland Spring cooler in my house anymore, but I miss it so much. My Brita just isn’t the same as that readily available tasty water from my own fancy water cooler.
    Sigh. I hate being responsible.

  45. lynne701 says:

    @SkokieGuy: I hope you are kidding – did you see the episode in question? Nothing homophobic about it. It is an acutal business: []

  46. lynne701 says:

    @Rectilinear Propagation:

    Here is an explanation of the Everybody Loves Raymond episode in question:

    + Watch video

  47. mikala says:

    Poland Springs? Is this water coming from springs in Poland? Are the CS offices there too?

  48. DeleteThisAccount says:

    People have no idea how easy it is to install a good water filter that actually filters water. I installed a RO system under my kitchen sink in less than an hour.


    It cost about 160, and i’ve gone through one set of filters at 60 dollars.. but they last somewhat over 6 months and we cook with that water too…

    Saves so much time and money.

    Probably still getting my birth control dose through it though :-/

  49. bobblack555 says:

    The water is called “Poland” Springs – what do you expect? : )

  50. ChuckECheese says:

    @IrisMR: Most commerical non-spring-sourced bottled water is municipal water that is ion-distilled and/or reverse-osmosis filtered and sterilized. Minerals are added back in for flavor. My water has industrial and agricultural chemicals in it, and way too much salt (it actually tastes salty). It often smells like a swimming pool or worse. It makes terrible coffee and tea. My tap water does not have the quality of bottled water.

  51. consumerd says:


    Since I’ve been drinking tap water, I’ve been growing tits.

    LMAO!! Good one!