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Business Profile

Bottled Water Companies

Primo Brands

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Bottled Water Companies.

Complaints

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

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Primo Brands has 79 locations, listed below.

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    Customer Complaints Summary

    • 2,324 total complaints in the last 3 years.
    • 1,119 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/18/2025

      Type:Billing Issues
      Status:
      Resolved
      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.


      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,



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

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

    • Initial Complaint

      Date:07/18/2025

      Type:Billing Issues
      Status:
      Resolved
      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.


      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,



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

    • Initial Complaint

      Date:07/16/2025

      Type:Delivery Issues
      Status:
      Resolved
      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.
      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. 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.

      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:
      Resolved
      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.


      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,



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

      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*****
       

    Primo Brands is NOT a BBB Accredited Business.

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