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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

    • 1,244 total complaints in the last 3 years.
    • 694 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:06/11/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 /crystal Springs water delivery has claimed they merged with a new computer service causing delays. This has gone on for many months. They have charged me for deliveries much I never received. I keep getting texts saying they made the delivery but nothing has been delivered. I have asked for a refund and never got one. I have the phone and bank documents.

    • Initial Complaint

      Date:06/11/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      the business has a water delivery service, that has not been delivering water but charging as if they have. Try to contact customer service but online chat is unavailable and lines never answer, kept on hold for hours. At this point just want to cancel my account and have my money refunded, but cant even do that. Unable to get ahold of anyone from the company

    • Initial Complaint

      Date:06/11/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      My water delivery has been rescheduled EVERY SINGLE DAY. Ive called customer support and every time they said it will be delivered the next day and then at 5am the delivery get moved to the next day in the system. After they assure me that it will be delivered from 9-11am. I have case numbers and issues documentmented on the account, but no one is helping me in this situation. I live on a homestead and rely on this service to get water delivered to my house for my whole family. Absolutely horrible treatment everytime I call and they give me false promises. I finally got someone today who said we cant guarantee delivery, but I specifically ask them if they can guarantee and they said yes EVERYTIME on the phone. This is a horrible business practice and I am ******. Just look at the ******* account. So many others are in my situation and this company needs to be SHUT DOWN, FINED, and MORE.

    • Initial Complaint

      Date:06/11/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Weve been a client for years. This company has skipped deliveries, claimed deliveries that never occurred, has not credited us for empty bottles. They have skipped and delayed our deliveries at least 10x. They charged a late fee for deliveries that were inaccurate or didnt occur. When calling for assistance, you are made to stay on hold for close to 40mins before speaking to a rep. ** 4 separate calls, we are guaranteed delivery, but no one shows up or they change the date on the day of delivery or Jst the day before!

    • Initial Complaint

      Date:06/11/2025

      Type:Billing Issues
      Status:
      Unanswered
      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.
      Overcharged on bill and no resolution or refund. Monthly water dispenser fee 5.99 until this last month where price rose to ******. Overall **** **** from ***** to ****** for water delivery

    • Initial Complaint

      Date:06/11/2025

      Type:Delivery Issues
      Status:
      Unanswered
      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 Merged with ReadyRefresh. When the merger happened, they started becoming unreliable. So unreliable to the point that I have not had a water delivery since March 19th. They werent even billing correctly. We couldnt log in for weeks during the merger. When I finally did, there was a balance on my account. I paid It off. But 2 days later it said payment didnt go through. So I sent payment again with a late fee attached now. 2 days later the original payment and and the second payment both were deducted from my account to the tune of almost $800.After multiple attempts to get through waiting hours on hold over multiple days, I finally do. They say they will refund one of the payments. It would be up to 7 business days. It has now been over 3 weeks. I also had deliveries scheduled for May 27, May 30th, June 2nd, June 5th, June 6th, June 9th, and June 10th. Each time being told and guaranteed my delivery would arrive and nothing ever showing up. I have 3-5 gallon glass jugs that have costed me $40 deposits each, and 6-5 gallon plastic jugs that have all been sitting outside of my apartment for months. I am pregnant soon to give birth and have no space for these items. They do not make notes into the account for others to read. I have screen shots or emails showing I have a delivery, but then the day comes and the magically it is skipped. I dont know what else I can do at this point. I cant even cancel my account. Other say I have to wait until July 7th for another delivery

    • Initial Complaint

      Date:06/11/2025

      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 purchasing water from ReadyRefresh for the past 10 months, spending roughly $200 a month on their services, and after their recent merger, the company has been engaging in malicious business practices to prevent their customers from leaving. ******************** deliveries were consistent up until about 2 months ago when deliveries suddenly kept getting delayed and left my family without water for weeks. My family has health issues that make it difficult to lift heavy items and we've depended on this service to deliver drinking water. I have since decided to order water from a different company, however, I have been unable to close my account. The ** of their website and app intentionally prevents you from closing your account and only gives you the option of skipping orders, while it continues to schedule new ones. They offer a chat, message, and phone number as options to close your account, but the chat leaves you without any agents to talk to, I have not received a response to my message requesting to close my account, and the customer service phone number is not available, despite my calling during their business hours.I am now locked into a service that I no longer need, and am, likely intentionally, unable to indefinitely unsubscribe from this service. I feel deceived, misled, and taken advantage of as a consumer, and am frustrated that this company is able to get away with these business practices.

      Customer Answer

      Date: 06/26/2025



      I was (finally) able to get in contact with Primo Brands to cancel my service after multiple unsuccessful attempts and hours of being put on hold. 

      Being a customer of Primo Brands has been extremely frustrating, and had I not found the right phone number to call in some random google review, I would not gave been able to cancel my service.

      For the past few months, this business has consistently failed to deliver on promised delivery dates, and intentionally designed their website UI and customer support channels to make it nearly impossible to cancel service, leading to customers unwillingly being stuck with them.

      I understand that there might not be much we're able to do, but these business practices are deceptive and unethical and I hope that the BBB can take some type of action.
       


    • Initial Complaint

      Date:06/11/2025

      Type:Billing Issues
      Status:
      Unanswered
      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 signed up for water delivery through Primo Water. Over the past month, they have canceled nine scheduled deliveries without explanation. Ive tried canceling my service online and by phone multiple times, but they have refused to process my request or provide confirmation.The companys business practices are deceptive, and they have made it deliberately difficult to cancel a service I no longer want or need. I am seeking immediate cancellation of my account and confirmation in writing that I will not be billed further.Customer Name: ******* Odkan Location: **********, ** Preferred Resolution: Account cancellation and a formal written acknowledgment of closure.

    • Initial Complaint

      Date:06/11/2025

      Type:Product Issues
      Status:
      Unanswered
      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.
      They will not let me remove my payment method or cancel the account, even thought they have cancelled my last three orders and sent me an email saying I canceled, which I did not. I want nothing to do with this company and have called 20 times with no answer and chat does not work. I feel like a hostage and need help getting away from this company.

    • Initial Complaint

      Date:06/11/2025

      Type:Customer Service Issues
      Status:
      Unanswered
      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.
      Improper charges Missing deliveries **************** representatives disconnect the calls No response through web site messages

    Primo Water North America is NOT a BBB Accredited Business.

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