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Business Profile

Bottled Water Companies

Primo Water North America

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Bottled Water Companies.

Complaints

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

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Primo Water North America has 4 locations, listed below.

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    Customer Complaints Summary

    • 1,210 total complaints in the last 3 years.
    • 653 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/25/2025

      Type:Customer Service 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.
      I have been trying to contact the company, and I cannot get though with email or phone. Im trying to cancel my account.

      Customer Answer

      Date: 07/09/2025

      The company did contact me and now the issue has been resolved. Thank you for your help.


    • Initial Complaint

      Date:06/21/2025

      Type:Customer Service 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.
      There is no way to communicate with this business. I have been trying to cancel my account for six months and have not been able to reach anybody. I call every day and leave a bad review on their service because nobody answers and I wait for over 30 minutes every time. There is no way for me to remove MY personal bank information from their website. I don't owe money to them, I need them to delete my account and pick up what belongs to them. Who is running this business??????

      Customer Answer

      Date: 07/07/2025

       
      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:06/20/2025

      Type:Service or Repair 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.
      We moved our business to a new location on 05/24/2025. I have been trying to contact Primo Water to update our address since 05/21/2025. I have tried to contact them through their website, by email and countless phone calls. I have waited on the phone for ***** minutes at a time on numerous occasions and no one ever picks up the call. I received an email requesting my account information and when I replied back it took them 9 days to get back to me. They told me that they closed my account on 06/07/2025 and provided the wrong account number of the account! When I call the phone number their automated system still has us set up for delivery. We have their equipment and multiple water bottles and all I want to do is change our address for service! This is the worst customer service I have experienced in a long time.

      Customer Answer

      Date: 07/09/2025

      I finally reached someone at this company to get our address changed.

    • Initial Complaint

      Date:06/18/2025

      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.
      Primo Water - looking into possible class action law suit. They recently acquired Ready Refresh. Customers have until 6pm the day before delivery to *************** for the following day. I tried to skip this delivery at 5:39PM but was not able to change delivery as chat bot said, "oops, something went wrong". I have these transcripts. Also, no phone number is listed on website to be able to contact customer service. I gave up and put my 6 empty bottles outside and skipped my July delivery instead of my June 13th delivery. My scheduled delivery is for 4 bottles but since the driver picked up 6, he left 6 and charged me for all bottles delivered. I emailed Primo immediately (their website says they will reply in 2 days). This was on 6/14 and I have yet to hear back. I contacted customer service today and they stated that since they already delivered, there was nothing they could do besides give me a discount for my August delivery. I informed them what transpired and that I wanted a refund and most likely would not be a customer in August to use the "discount". They stated there was nothing further they could do for me. I requested to escalate my request to a superior. The agent put me on hold for several minutes and then a recording came on to complete a survey and then hung up on me. I feel like this is not a one-off situation. They are not allowing customers to skip next day delivery, delivering more products than ordered and then billing customers for it. I tried to turn off my auto-pay but their system will not allow it unless you put in a new payment method.I feel this is a consumer fraud issue and I am looking into filing a class action lawsuit.

      Customer Answer

      Date: 07/02/2025

       

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 23485395, and find that this resolution is satisfactory to me.




      Sincerely,



      Leah Miyano

    • Initial Complaint

      Date:06/18/2025

      Type:Service or Repair 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.
      For weeks i have tried to CANCEL my account after they kept missing delivery dates and failed to replace a defective dispenser. Nobody answers a call, message, email etc. chat option is literally never working. they say Cust Serv is till 9 pm on the site but then says 6 on the recording which doesn't matter anyway as they don't answer calls. I was on hold for 40 minutes and then hung up on.I have kept screen shots of every attempt to reach someone to cancel my account. I am afraid that even though i removed my payment method from the app, they will still try to charge me and i cannot allow my credit score to be effected when i REFUSE to pay for a service I'm not even getting. PLEASE help me, all i want to do is cancel this account so i can find a reputable company to do the job instead.

      Customer Answer

      Date: 07/02/2025

       

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 23434106, and find that this resolution is satisfactory to me.




      Sincerely,



      Naomi Schneider

    • Initial Complaint

      Date:06/18/2025

      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.
      I am filing this formal complaint against Primo Water due to months of unacceptable service, lack of follow-through, and poor communication. These issues have been ongoing well before I canceled my membership, and they are the exact reason I chose to cancel.Despite repeated delays, inconsistent delivery, and hours of being placed on hold with no real resolution, Primo Water has still not retrieved their equipment, which includes a water dispenser and two 5-gallon glass water bottles that are currently sitting at my home.Ive received multiple automated text messages changing pickup or delivery dates, sometimes the day of or right before the scheduled date, making it impossible to plan or rely on them. For example, I was told the pickup would happen on the ******** it changed again, with no follow-up or clarity. This has happened more than once, and its starting to feel like Im being strung along.Ive contacted customer support, been put on hold for long periods, and only received apologiesno action. I even sent a direct email to Primo Waters CEO, ******* *********, and still received no response.The equipment is still sitting at my home with no timeline or plan for retrieval, and I should not be held responsible for equipment that Primo Water failed to pick up. The two glass bottles are outside my door, and if they remain unclaimed, Ill have no choice but to dispose of them. I will not accept any charges related to this situation, and if any are applied, I will pursue legal action.This is not just poor servicethis is neglectful business practice. I am asking the Better Business Bureau to intervene and ensure Primo Water is held accountable.

      Business Response

      Date: 06/25/2025


      Date:6/25/25
       
      Complaint ID #:23482508
       
      Consumer: Brittani Simpkins
       
      We have completed the consumer's request in full. The final pickup was successfully completed, and we followed up with the consumer to confirm resolution.
       
      Should you have any additional questions or concerns, please do not hesitate to contact our Customer Care Department at 800-492-8377.
       
      Regards,
       
      Primo Brands

      Customer Answer

      Date: 06/27/2025

       

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 23482508, and find that this resolution is satisfactory to me.

      The equipment was picked 6/25/25 1:13 pm not further action is needed thank you for addressing this matter . 




      Sincerely,



      Brittani Simpkins

    • Initial Complaint

      Date:06/17/2025

      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.
      We are a medical facility and we ran out of water. I called Primo who bought out Crystal Springs and I waited on the phone 54 minutes before a *** answered and assured me we would have water in 2 days. I told him that we are a medical facility and they skipped our last delivery and we are now without water. Wednesday came, no water. We decided to go with a new company and hired a new company. A week later, our water delivery comes and I send them away. We were charged for May 28th water delivery which we never received. I called the number they gave me to cancel, opted in to get a call back when a *** became available, after 2 hours, they called me and when I told them I wanted to cancel, they put me on hold. I hung up after 30 minutes. This is ridiculous, You can not get anyone on the line and there is no way to cancel service. we no longer want service from this company and we want the charge taken off our bill for services not rendered.

      Customer Answer

      Date: 07/01/2025

       

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 23480337, and find that this resolution is satisfactory to me.




      Sincerely,



      Debi Enderlin

    • Initial Complaint

      Date:06/17/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 requested several times, for this company to pick up my 4 bottles and water dispensers, and it has now been over a month now and this company will not pick up the items, on top of me calling and calling and calling for this same request nothing..

      Business Response

      Date: 06/24/2025

      Date:6/24/25
       
      Complaint ID #:********
       
      Consumer: ***** *******
       
      We have reviewed the concerns and coordinated a successful pickup of the items requested. We also spoke with the consumer to confirm and no further assistance was requested at that time.
       
      Should you have any additional questions or concerns, please do not hesitate to contact our ************************ at ************.
       
      Regards,
       
      Primo Brands

    • Initial Complaint

      Date:06/16/2025

      Type:Service or Repair 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.
      I am unable to cancel my account. I cannot reach anyone by phone, email, nor chat. When I call I'm just on hold for hours. I tried to remove my credit card from the website and it won't let me.

      Customer Answer

      Date: 06/30/2025

       

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 23473672, and find that this resolution is satisfactory to me.




      Sincerely,



      Tamara Parker

    • Initial Complaint

      Date:06/16/2025

      Type:Service or Repair 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.
      I cant get a hold of the company Get billed for bottles never delivered I have called and be put on hold for 5 hours with no contact I want the bill removed I would like the bottles picked up and refunded and services cancelled

      Business Response

      Date: 07/08/2025

      Date: 7/8/25

      Complaint ID #: ********

      Consumer: ****** ******
       
      <Resolutions> Customer dropped bottles off to ******* advise no balance account is closed no further action 

      Should you have any additional questions or concerns, please do not hesitate to contact our ************************ at ************.
       
      Regards,
       
      Primo Brands

      Customer Answer

      Date: 07/09/2025

       
      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,

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

    Primo Water North America is NOT a BBB Accredited Business.

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