Business Profile

Bottled Water Companies

Primo Brands

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Primo Brands's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

2,251 total complaints in the last 3 years.
1,042 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:07/22/2025
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was with Ready Fresh ******, I think. We have ********* delivered to our home. 5 gallon Bottles. I called and told them not to deliver 4 bottles on our last delivery. They were delivered. I called and spoke with a customer service rep. I chatted with a service rep. Both times I was told that I would Not be charged for the 4 bottles, my account would be credited. I have wasted over 3 hours trying to get this fixed. There is a 54.00+ charge on my account that should have been credited. They promised me it would be credited. Primo Brands as they are now known as has lied to me over and over again. I chatted with a rep named Val today who wasted more of my time. The customer service here is dishonest and PATHETIC! Horrible service. When we got our cooler/dispenser I was told it is self cleaning. I tried to return it to buy a new self cleaning one. The driver called me and asked me what is wrong with my Cooler/dispenser? I explained I would be buying a self cleaning one. He said the one I have is self cleaning. I called Customer service and they told me it is self cleaning. I called the manufacture. I was lied to. It is NOT a self cleaning cooler. It should have been cleaned months ago. Primo brands has lied to me about the cooler being self cleaning and the refund of the 4 delivered bottles that should not have been delivered. I originally told them come pick the bottles up and they said no, we will just refund them. Today Vel told me that I would be refunded for my next three (3) bottles on my next delivery. He said it is in the notes and he was too lazy to search my account or listen to phone calls from previous interactions. I would NEVER agreed to that. The four Bottles need to be refunded in full. They should have never been delivered and I will return the cooler as I was lied to and it is NOT self cleaning. I am sick of being lied to and pathetic service.
Business Response
Date: 07/22/2025
**** ********

I am responding to you regarding your complaint filed with the Better Business Bureau.

I have adjusted the cost for the bottles delivered on 6/27/25. Your card on file had declined this payment, so the balance was adjusted to $0.00. Your water cooler only requires a replacement filter for cleaning, and we can have this delivered to you. This is required every six months, and the cost is $29.99.

I would also like to update you that ********* Spring water will soon be discontinued. It will be replaced with ****** Spring water.

Please reach out to me directly if you have any further questions. I am happy to assist you.

Sincerely,

Darcy A***
Digital Communication Specialist
*************************
Customer Answer
Date: 07/23/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Darcy clears the balance to zero. She also promised to send a filter at no cost. ****** water is great. I am satisfied. She took care of me and did what others at Primo could not do in over 3 hours of chatting and calls.

Sincerely,

******* ******
Initial Complaint
Date:07/21/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to formally express my frustration regarding the repeated missed water deliveries to my address. Since April, I have been receiving the runaround from your company with no resolution in sight.

I am scheduled to receive my water delivery once a month. However, I have not received any deliveries for May, June, or now July. Each time I reach out, I’m told the delivery date will be extended, but the water never arrives.

As a senior citizen and primary caregiver for my disabled husband, I depend on this service to meet our basic needs. The lack of timely delivery has caused unnecessary stress and inconvenience, and I find it unacceptable.

I request immediate action to ensure my water is delivered without further delay and a clear explanation for these repeated service failures.
Business Response
Date: 07/21/2025
Dear *******,

I am responding to you regarding your complaint filed with the Better Business Bureau. First and foremost, I would like to apologize for the delivery delay.

There have been operational challenges in many areas since the company merge. There has also been a shortage in your area of **** **** drinking water. I do see that a delivery is set to arrive for you tomorrow, 7/22/25. If this order does not arrive for you, please reach out to me directly.

I apologize for this inconvenience.

Darcy A***
Digital Communication Specialist
*************************
Customer Answer
Date: 07/21/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* ********
Initial Complaint
Date:07/21/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We are scheduled for monthly water delivery. However, they never showed up in May but did deliver in June. In July our order/delivery has been scheduled 4 separate times, but all 4 timesno one showed up. This morning (July 18) we were promised delivery at 8:51. However there was no delivery as of 8:00 pm.I received an email saying they will now come July 22. Do I believe it? Not a chance. They have missed 4 deliveries already. We are long term customers and Diamond Springs and Crystal Springs were always dependable. Ready Refresh has been horrible in customer service and providing the product.
Business Response
Date: 07/21/2025
Dear ********,

I am responding to you regarding your complaint filed with the Better Business Bureau. I would first like to apologize for the delivery delays.

The company has experienced operational challenges in many areas since the company merge. This has caused delivery delays and route realignments nationally. I do see that you have a scheduled delivery for tomorrow, 7/22/25. Should this delivery not arrive for you, please feel free to reach out to me directly. I will be happy to assist you further.

I apologize for this inconvenience.

Sincerely,

Darcy A***
Digital Communication Specialist
*************************
Customer Answer
Date: 07/23/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******** ******
Initial Complaint
Date:07/18/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello, I am being charged the wrong amount for my water deliveries. In order to keep me as a client they applied a $20 repeat credit last year which is still showing in my account but not actually being credited. I now pay $20 per bottle of water to be delivered to my home. I would like to cancel and there is no way to cancel online. I have called 6x and the automated phone # repeatedly hangs up on me.
Business Response
Date: 07/21/2025
Dear ********,

I am responding to you regarding your complaint filed with the Better Business Bureau.

I have closed the account per your request effective today, 7/21/25. I have also adjusted the full cost for the most recent delivery for the amount of $63.95 for the inconvenience.

Should you have any further concerns, please feel free to reach out to me. I will be happy to assist you.

Sincerely,

Darcy A***
Digital Communication Specialist
*************************
Customer Answer
Date: 07/21/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

They still need to address the fact that their phones don't work.

Sincerely,

******** *********
Initial Complaint
Date:07/18/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On March 25, 2025 I paid this company $200 with check Number **** which they cash on April 10, 2025 which clear the account and I close the account. I was inform that they will pick all empty bottles and the water machine which is still in front of my home and which I was given two different pickup dates. March 25, 2025 and April 25, 2025 on pick yet.

I received a bill for $81.13 for May 5, 2025 till June 4, 2025. I call them on June 13, 2025 talk to Rhea about this account and she gave a case # ********. I was told that a new account # ********** was generated without my cent. I inform them that this was not by account, I was not paying this bill.

on June 20, 2025 I spoke with Aila who inform me that multiple people on this Account Number **********, ******* ******, ****** ****** and myself. I inform her that this account is not mines and to pick up all their equipment as promise and clear up this account discrepancy.

On July 18, 2025, I spoke with Karen about clear this account discrepancy and pick up their equipment. She in turn acquired me of being unprofessional because I requested I want to speak to a supervisor. She transferred me Tracy who would not or could not help clear up this matter.

I do not appreciate them informing me that if I did not make a payment in fall balance, this account will forward to a collection agency which will be reported to multiple credit bureaus.

I am not this account owner and would appreciate help me in clearing up this matter,
Business Response
Date: 07/21/2025
Dear ********,

I am responding to your regarding your complaint filed with the Better Business Bureau.

I have closed the account per your request. A final pickup is scheduled for 7/28/25. I have also adjusted the balance on the account to $0.00. No further billing will apply.

Should you have any further questions, please let me know. I am happy to assist you.

Sincerely,

Darcy A***
Digital Communication Specialist
*************************
Customer Answer
Date: 07/22/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. If they do not pick up equipment on 7/28/25 I will notify BBB and place all the bottles on the sidewalk on the next recycle day for pick up of these bottles. I also request that a letter stating that this account has been close with a zero balance and no negative report on any of my credit reports.

Sincerely,

******** *** *****
Initial Complaint
Date:07/16/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
"Primo" Water brands merged with ReadyRefresh, a company we moved away from 2 years ago because of their horrible delivery and customer service. We receive a delivery every 4 weeks for approximately 8-5 gallon water bottles of ******* ******* water. This company is the only company in our area that handles Spring water, not just purified. Our last delivery was 5/8/25. The next one scheduled for 6/5/25 was cancelled by ReadyRefresh. Because we had an ample supply, we gave it to July's delivery to get straightened out. We were not charged in June. Our next delivery was set up to 7/10/25 due to 4th of July holiday. On 7/9/25 our delivery was pushed to 7/11 and EVERY DAY since then our delivery has automatically changed to the following day with no excuse. On 7/11/25 I chatted with ReadyRefresh (attached) and was assured that the deliver would occur on 7/14. It did not. I now have 14 empty bottles in my house - which they charge a security fee for until they get them back and I am now out of water for my family. Additionally, I received a text indicating a balance has been sent to a collection agency. I own my equipment, do not have an open balance and have not received any bills. I want the company to deliver my order and to take the empty bottles.
Customer Answer
Date: 07/16/2025
After speaking with customer service today I was reassured and promised by supervisor Enakya that our delivery would arrive tomorrow 7-17-25. I just received notification at 6:15pm 7-16-25 that my order is rescheduled to Fri 7-18-25. Enakya even told me she spoke to our distribution center in ***** ******* ** after being on hold for 10 minutes.
Business Response
Date: 07/21/2025
Dear ****,

I am responding to you regarding your complaint filed with the Better Business Bureau. I would first like to apologize for this experience.

There have been operational challenges in many areas since the company merge. This has caused route realignments and delivery delays nationally. Your order is scheduled to arrive for you tomorrow, 7/22/25.

Please let me know if there are any concerns. I apologize for the inconvenience.

Sincerely,

Darcy A***
Digital Communication Specialist
*************************
Customer Answer
Date: 07/22/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

After speaking with another rep in Friday 7/18 we were told if we change the brand of water we will get our delivery. We did and we received delivery 7/22. Why wouldn’t anyone suggest this soon?!

Sincerely,

**** ********
Initial Complaint
Date:07/15/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered water and a cooler from them I received the water and not the cooler and they bill me $74 dollars I contacted customer service and they keep saying I received a cooler when I did not receive one. I need help
Business Response
Date: 07/17/2025
**** *******
Thank you for bringing your concerns to our attention through the Better Business Bureau. We sincerely apologize for any frustration or inconvenience you’ve experienced. Your feedback is important to us, and we take your concerns seriously.
Upon review of your account, we removed the equipment off file as of 7/16. We also refunded the $10.60 charged for the rental. This credit can take 24-48 hours to post. The remaining balance for $63.54 covers the delivery completed on 06/12 and 06/19. We have attached your invoices to this email.
If you have any further questions or concerns, you may respond to this email directly. We value your business and hope to restore your confidence in our company.
Thank you again for your feedback and for giving us the chance to make things right.
Warm regards,
Tara A*****

Customer Answer
Date: 07/18/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** ******
Initial Complaint
Date:07/14/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This company purchased ReadyRefresh, which provided water bottles for my office. I went to cancel my service as I was closing the business. I scheduled to have my water dispenser picked up multiple times, and they didn't come, each time not notifying me, just changing the date on their website. My business is now closed, and they continue to charge me rental fees for the water dispenser, that they would not pick up.
Business Response
Date: 07/18/2025
**** ******

Thank you for bringing your concerns to our attention through the Better Business Bureau. We sincerely apologize for any frustration or inconvenience you’ve experienced. Your feedback is important to us, and we take your concerns seriously.

We apologize for the delayed pickup. Our records show the equipment was collected on 07/11. We have processed a credit for $23.31. Please allow 7-10 business days for the credit to process.

If you have any further questions or concerns, you may respond to this email directly.

Thank you again for your feedback and for giving us the chance to make things right.

Warm regards,
Tara A*****
Customer Answer
Date: 07/18/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** ******
Initial Complaint
Date:07/11/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I closed my ReadyRefresh account in May 2025 and have continued to be billed in June and July.
I called on July 2, the rep promised a refund in 3–4 business days but nothing has happened. My credit card is still in their autopay system despite multiple requests to remove it.
This billing behavior is misleading and violates consumer protection laws. I request full refund of post-cancellation charges and that my payment info be removed immediately.
Business Response
Date: 07/11/2025
**** *******

I am responding to you regarding your complaint filed with the Better Business Bureau. I would like to apologize for this error.

I do see that the cooler was removed on 5/28/25. Unfortunately, it was not updated in the system. I have removed the cooler from the account internally and adjusted the cooler rental charge. Your card on file will be refunded within 5 business days.

I apologize for this inconvenience.

Sincerely,

Darcy A***
Digital Communication Specialist
*************************
Initial Complaint
Date:07/10/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I entered into a contract with Primo Brands Ready Fresh Water delivery company on June 4, 2025 for the amount of $58 to get a cooler and 3 5g water bottles delivered to my home. They delivered a damaged cooler and are REFUSING to send a replacement and keep pushing back the delivery date to get a new cooler replacement brought to my home but they continue to charge me. I call their number to cancel my account and I’m on hold for over an hour and REFUSE to cancel my account and refund my money. They stole money from me, refuse to replace the broken cooler, keep pushing back the delivery date and refuses to cancel my account and refuses to refund me.
Business Response
Date: 07/11/2025
Dear ********,

I am contacting you regarding your complaint filed with the Better Business Bureau. First and foremost, I would like to apologize that this matter was not handled for you sooner.

I have closed the account per your request. A final pickup is scheduled for 7/21/25. The disputed charges have been adjusted from the account for you. You will see this reflected on your final invoice.

Sincerely,

Darcy A***
Digital Communication Specialist
*************************

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Primo Brands is NOT a BBB Accredited Business.