Business Profile

Bottled Water Companies

Primo Brands

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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

2,322 total complaints in the last 3 years.
1,115 complaints closed in the last 12 months.

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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:07/10/2025
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
*************************
Initial Complaint
Date:07/10/2025
Type:Product 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 have been a loyal and happy customer of formally known as ******* ******* since August 2019. I never had any issues with the billing nor my deliveries. As of May? of this year they merged with another company and are now under Primo Brands. Since the merger the company has become unreliable and negligent. My water delivery was scheduled for June 4th. I received and email the night before stating it had been rescheduled to the 5th. The night before the 5th I received an email stating it was rescheduled to the 6th, then the 9th, 10th and so forth. I called on the 17th to inquire about the delivery in which I was told it was scheduled for the 18th and I would receive it then. When I received an email stating it was pushed the 19th I called to cancel my service. At this point I have been out of water for a couple weeks and getting cases to hold me over until they delivered. We are unable to drink our tap water due to high contents of led. I have a baby at home I need clean water for to make his formula daily. When I called I was told they would pick up the ten empty water jugs and dispenser on the 30th of June. It is now the 10th of July and still no pick up. They refuse to issue a refund for these items until they are picked up. I've spent hours of my time calling them only to hear empty promises. We are moving out of this home July 31st and I have expressed this to them numerous times. We cannot have these items remain here and we deserve a refund, it is not my fault they can't get someone out here to pick it up! I would drive them somewhere if I could!
Business Response
Date: 07/11/2025
Dear ******,

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

I can confirm that the account has been closed for you. The company has experienced operational challenges in many areas since the company merge. Your pickup is scheduled for 7/14/25.

Since your account was not charged deposits per bottle, there would be no refund once they are returned.

Sincerely,

Darcy A***
Digital Communication Specialist
*************************
Customer Answer
Date: 07/11/2025

Complaint: ********

I am rejecting this response because: There has ALWAYS been a "5.0 GALLON BOTTLE DEPOSIT" charge when my delivery is made for the amount of full bottles given and a "5.0 GALLON BOTTLE RETURN" credit for the amount of empty bottles picked up. I cannot view my previous invoices because since your merger I am unable to access any invoices prior to June. Show me the invoice that includes my last delivery if you want to claim that no deposit was charged to me. My pick up may be scheduled for Monday July 14th, but I have zero faith that it will be done that day. My pick up has been scheduled since the day after I cancelled my services on June 18th and continue to be delayed to the next business day repeatedly. I have called numerous times to reiterate that we are moving by the end of July and that these items NEED TO BE PICKED UP. I have been told twice now that the pick up has been marked urgent/priority but alas they continue to sit on my porch. I am then told that I am unable to be credited for the TEN empty bottles I have because it cannot be issued until the pick up is done. No one has told me I cannot receive the refund because there was no deposit made initially, only that I am unable to receive it until you figure out how to get someone out here to retrieve them.

Sincerely,

****** ********
Business Response
Date: 07/18/2025
Dear ******,

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 confusion. You do currently pay $6.00 per bottle for a deposit. Upon review of your account, we can see the pickup has been rescheduled to 07/21, we will reach out to our local team to ensure this pickup is completed. If for any reason, the pickup is not completed by 07/31 we will process a refund for the deposits.

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.

Warm regards,
Tara A*****
Customer Answer
Date: 07/19/2025

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 by the 31st I will contact them in order to receive my deserved refund.
Thank you for your help on this matter.

Sincerely,

****** ********
Initial Complaint
Date:07/10/2025
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.
We received items that were different from what we originally ordered. Although the company promised to arrange a return pickup, it never happened. As a result, we disputed the charge with our credit card provider. However, the company continues to send us new invoices with increasing charges.

We’ve had a recurring water delivery (12 cases of *********, 24 bottles of 500ml each) from ReadyRefresh for years, typically costing under $100.
Earlier this year, ReadyRefresh merged with Primo Brands. On May 22, we received a delivery with incorrect brands, and were charged $211.63.
On May 28, after seeing the charge, we contacted Primo Brands. They promised to schedule a return pickup, but we waited over an hour on the line.
By June 2, there was still no follow-up or pickup, so we called again — but were redirected repeatedly with no resolution. We then contacted our bank to dispute the charge and canceled future deliveries. Also called Primo Brands to cancel our account.
Despite this, they charged our credit card again on:
* June 18: $217.13
* June 26: $222.78
We called the bank to dispute again to block further charges.?However, as of July 4, we are still receiving new invoices for $222.78, even though the account should have been canceled.
Our bank successfully disputed the charges, but we are still receiving invoices from the company with increasing amounts. We want the invoicing to stop and the account to be fully closed to avoid any further confusion or unauthorized billing.
Business Response
Date: 07/11/2025
Dear *****,

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

I can confirm that the account has been closed per your request. I have also adjusted the balance of $222.78 from the account. No further billing will apply.

Please let me know if you have any further concerns. I am happy to assist you.

Sincerely,

Darcy A***
Digital Communication Specialist
*************************
Customer Answer
Date: 07/13/2025

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:07/09/2025
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.
Prior to the merge with Primo Brands, I had to contact Billing each month since 11/24 to issue credits for empty bottles returned on each delivery. A credit of $160 reflected on invoice dated 5/18/25 covered 3 empty bottles from previous delivery of 4/2/25 & 1 empty bottle from the previous delivery to that. I made a payment that covered outstanding balance on 5/10/25 for $146.90, which is also reflected on 5/18 invoice and there should not be a Primo ACCTBAL CLR of $120. The invoice dated 5/18/25 does not reflect a credit of $120 for 3 empty bottles returned on delivery 4/28/25. The rental fee of $11.48 from 3/27-4/23 is also incorrect. I am owed a total credit of $251.48 [$120+$120+11.48=$251.48]. I have been calling for over a month now to get this billing issue resolved. I paid my balance of $60.93 but the remaining balance of $251.48 needs to be adjusted. My account was sent to collections and I have been trying to resolve this issue for over a month. I have outstanding credit and the mistakes of this company and the lack of customer service and resolution is affecting my credit. Not only were my deliveries rescheduled for over a month due to the merge and lack of drivers but the merge impacted the billing in my account. I was promised free deliveries for each delivery that was rescheduled since I had to purchase my own water for my family. I have called a total of 5 times, each time I have been told they would escalate this to the department in charge who will update the billing between 24-48 hours but no resolution to date. I called today 7/9/25 twice, on hold since requested a manager, since I spoke to a supervisor who said I needed to call the collection agency for information & I informed him that he will need to contact them to recall the balance, he hung up on me after the collection agency confirmed what I stated on the other line. I also called on 6/24/25 Case# ********, 6/12/25 Case#********, and 2 previous times where i didn't obtain a case #.
Business Response
Date: 07/09/2025
Dear ******,

I am responding to you regarding your complaint filed with the Better Business Bureau. I would like to apologize for any confusion with your billing.

So, I can better assist you, please let me know how many bottles you have on hand that are empty and full.

I look forward to hearing from you,

Sincerely,

Darcy A***
Digital Communication Specialist
*************************
Initial Complaint
Date:07/09/2025
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 was a customer of Ready Refresh by nestle which is a water delivery service for the past 7 years. Apparently it has been taken over by primo brands. For the past 3 months I have been being over charged for my water. I called 2 months for adjustments and month 3 they did it again. My account page clearly says $8.49 a bottle for ****** ****** 5 gallon my order was for 10 bottles and the invoice charged me $114.90. That is the water alone there are additional charges for delivery. My balance due with tip and charges was $143.11. I was overcharged $3 per bottle ($30) in addition I don’t order ****** ****** brand I order nestle pure life, I have no idea why my water was a different brand. upon calling they wanted to offer another credit I am furious with the whole situation and cancelled my long standing account. I have my account on auto pay and it’s no longer a convenience if I have to keep checking the account and policing and calling for adjustments.
Business Response
Date: 07/09/2025
Dear ******,

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

I can confirm that your account has been close per your request. A final pickup is scheduled for 8/29/25. The disputed amount was adjusted for you on 6/27/25 for the amount of $43.55. You will see this reflected on your next billing statement. The due balance is $80.01 for the last delivery completed on 7/8/25.

Please let me know if you have any questions, I am happy to assist you.

Sincerely,

Darcy A***
Digital Communication Specialist
*************************
Initial Complaint
Date:07/09/2025
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.
******* **********
*** ******* **** **
******** ******** ** *****
*******.**************
###-###-####
July 8,2025
Account: ********

Subject: Complaint Against ReadyRefresh / Primo Water – Missed Deliveries, Unnotified Charges, and Deactivated Account Billing

To Whom It May Concern,

I am writing to formally file a complaint against ReadyRefresh (Primo Water North America) for multiple issues related to my account, service, and billing.
1. Repeated Delivery Failures:
Despite having a scheduled delivery plan, ReadyRefresh has repeatedly failed to deliver water on time. These missed deliveries were not communicated in advance, causing significant inconvenience.
2. Lack of Notification:
I was not informed about delays or rescheduled deliveries. There was no phone call, email, or text alert—despite having my correct contact information on file.
3. Unauthorized Charges on Deactivated Account:
Even more concerning, my credit card was charged after I had deactivated my account. The charge was supposedly for a repair to the water dispenser, but I was never notified of any issue, nor did I authorize any service or repair.

These practices are deceptive and unacceptable. I attempted to resolve these issues directly with the company, but I have received either no response or vague answers that do not address my concerns.

I am requesting the following:
• A full refund of any charges made after the account was deactivated.
• A written explanation for the attempted charge for a repair I never requested.
• Confirmation that my account is fully closed and will not be charged again.
• An apology for the service lapses and failure to communicate delivery changes.

Please investigate this matter and assist in resolving it promptly.

Thank you for your time and assistance.

Sincerely,
**** **********
Business Response
Date: 07/09/2025
Dear ****,

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

I apologize for any miscommunication. The recent charge of $51.30 was for the cooler refurbishment fee. This fee is applied to all customers when they close the account, and the cooler is returned. This information is listed under the Terms and Conditions when signing up for services. You can view this information online.

I am very sorry for any inconvenience.

Sincerely,

Darcy A***
Digital Communication Specialist
*************************
Initial Complaint
Date:07/09/2025
Type:Delivery 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 have an account with ReadyRefresh (now Primo Brands) and was scheduled to receive my water delivery yesterday. When it didn’t arrive, I contacted customer service and was told it would be delivered later that day by 6–7 PM. That promise was not fulfilled.

I called again the following day and was told that due to the company’s migration to the Primo Brands system, deliveries are delayed. However, I was previously informed that my water was already on the truck for delivery—so the excuse does not add up. I was then told I’d have to wait until next week for redelivery.

This is unacceptable. I rely on ReadyRefresh for my drinking water. Being told to wait another week, without any effort to expedite the issue or provide alternative solutions, is a breach of their service commitment. I currently have no water.
Business Response
Date: 07/09/2025
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 day.

There have been operational challenges in many areas since the company meger. I see that you have spoken with a manager regarding this matter. Your delivery is set to arrive for you on 7/11/25.

Should you have any concerns, please feel free to reach out to me directly. I am happy to assist you.

Darcy A***
Digital Communication Specialist
*************************
Initial Complaint
Date:07/08/2025
Type:Product 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 Brands refuses to refund me the deposit on the water bottles that I returned. This has been going on for over two months. I have spent hours on this, multiple emails that have gone unanswered or been told repeatedly that the refund was being processed and have never received it. It's almost 500 dollars and this company is beyond corrupt. They must be investigated. I want my refund. Legally they owe me the money. I will never get back the time I have spent on this. But this company is really bad. I've been shuffled between "customer service" people who promise and never deliver.
Business Response
Date: 07/08/2025
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 delay with your refund.

The refund has been approved for you today, 7/8/25. You will see this reflected to your card on file within 3-5 business days.

Should you have any concerns, please feel free to reach out. I am more than happy to assist you.

Sincerely,

Darcy A***
Digital Communication Specialist
*************************
Customer Answer
Date: 07/08/2025
They called today and said they would refund me. I will let you know when I get the money. If I do then we will be done, but until I do I can't believe them until I get the refund.
Customer Answer
Date: 07/16/2025
I finally received my refund, after months of calls and emails. They only sent it when you got involved so thank you.
This is now closed.
Initial Complaint
Date:07/08/2025
Type:Delivery 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.
as a long-time loyal customer to express my growing frustration with the repeated delays and inconsistencies in our water deliveries.

Over the past several weeks, our scheduled deliveries have been postponed multiple times—often without sufficient notice—and, in some cases, the system has rescheduled or canceled deliveries on its own.

These disruptions have caused serious inconvenience to our operations. It has now been over two months since we received a consistent delivery, and we’ve had no choice but to begin ordering from another vendor just to ensure we have water on hand. And as customer we suppose adjust delivery date by our own, but Primo Brand system keep change date on the system without notify customer.

I have tried calling customer service numerous times, often waiting on hold for more than 40 minutes without resolution. Despite receiving an apology letter and multiple attempts to reach someone, the problem has still not been fixed.
Business Response
Date: 07/08/2025
Dear ******,

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

There have been operational challenges in many areas since the company merger. This has cause delivery delays and product shortage. The company is working as quickly and safely as possible to help correct this matter. Your delivery is set to arrive for you tomorrow, 7/9/25.

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
*************************
Initial Complaint
Date:07/07/2025
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.
We were originally customers for ******* ******* for our office water cooler. They merged with a company called Primo Brands. Primo was awful, they didn't show up with our order several times. We switched to another company and now they are refusing to pick up the empty bottles and credit our account for the ******* ******* bottle deposits. They "can't find a record" of the amount of the deposits, but I have attached my initial email from ******* ******* stating that there is a $6 deposit per bottle and we have four bottles, so 6 x 4 = 24. They could also possibly be working under the name Ready Refresh. If these guys aren't on your radar, they should be. They have mostly 1 star reviews on ****.
Business Response
Date: 07/08/2025
Dear ********,

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

I can confirm that the account has been closed per your request. I have adjusted the $24.00 for the bottle deposits. Your card on file will be refunded within 5 business days.

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

Sincerely,

Darcy A***
Digital Communication Specialist
*************************
Customer Answer
Date: 07/08/2025

Complaint: ********

I will accept this response once we see the credit on our credit card statement. Our new water delivery service told us on multiple occasions that they are constantly receiving new business requests from Triton customers that have similar complaints. It was not my choice to use this company but rather the result of a very poorly executed merger. I spent several hours and over two months to try to get these guys to do what they were supposed to do and would like the complaint to remain public for others to see until these guys can get their act together without having the BBB intervene.

Sincerely,

******** *****
Business Response
Date: 07/10/2025
Dear ********,

I see that your refund processed successfully on 7/9/25. You should see this reflected no later than 7/14/25. I apologize for this inconvenience to you.

Sincerely,

Darcy A***
Digital Communication Specialist
*************************
Customer Answer
Date: 07/10/2025

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,

******** *****

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Primo Brands is NOT a BBB Accredited Business.