Bottled Water Companies
Primo Water North AmericaThis business is NOT BBB Accredited.
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Complaints
This profile includes complaints for Primo Water North America's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,279 total complaints in the last 3 years.
- 729 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:06/10/2025
Type:Billing IssuesStatus:UnansweredMore 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 tired calling this company because I had questions about my bill, and to cancel my account. I could not do this online because my account was suspended for the $70 balance in question. There are charges that I don't understand and would like explained. After being on hold for 40 minutes, I gave up. I've tried calling several other timers, and the wait was the same. Their recording says for "even faster service", use the chat feature in their app or online. When I tried this, I got a message saying the chat feature is unavailable. I want my account canceled, effective immediately.Initial Complaint
Date:06/10/2025
Type:Service or Repair IssuesStatus:UnansweredMore 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 canceled my account with ********************** and I have not been reimbursed the bottle deposit for the two 5 gallon glass bottles that were returned. Customers cannot use the contact form on the website because the topic drop down is empty but also required to submit the form. When you call the company the maze of prompts is a dysfunctional mess. It is obvious they are trying to keep customers at bay.Initial Complaint
Date:06/10/2025
Type:Product IssuesStatus:UnansweredMore 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.
Company will not return request to cancel services. Driver refuses to assist and refers me to the customer service phone line. No one answers the phone and when I finally reached someone after 50 minutes, they refused to transfer me to management to finalize my request to cancel services. They did send an email with a case number referencing they would respond within 72 hours of which they took over 2 weeks with no opportunity to cancel services. When going to their app on the phone, the app is down as they claim to be doing updates. Nevertheless, they continue to charge my card on file. I wish to cancel this service as well as be refunded for deliveries I do not ********* is the case number I was given: Case Number: ******** Here is the email response they sent back on May 27th.:Thank you for contacting us. Weve received your message and will be in touch within 3 to 5 business days. Due to the recent merger of ReadyRefresh and Primo Water into Primo Brands, response times may be slightly longer than ******** a reminder, here are the details of your inquiry:Case Number: ******** Topic:Refresh | Member or Cancel Membership Your Inquiry:Not happy with the service. Please cancel my membership Sincerely,Your Primo Brands ************************* is acting fraudulent since they continue to charge and fail to cancel services. I am seeking assistance to put this company out of my life.Initial Complaint
Date:06/10/2025
Type:Customer Service IssuesStatus:UnansweredMore 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.
To Whom It May Concern,I have been a loyal Ready Refresh customer for over 1.5 years, with consistent bi-weekly deliveries that were always on timeuntil the recent merger with Primo Brands. Since then, my experience has been nothing short of *************** most recent deliveries throughout May and **** have been rescheduled repeatedlythe latest instance marks the FIFTH rescheduling of a single delivery. We participate in the bottle exchange program and have had bottles placed outside in anticipation, only for the scheduled delivery to be arbitrarily postponed time and again.I have exhausted every possible channel to resolve this. I have emailed. I have called. I have spent literal hours on hold attempting to speak to a human being. The level of serviceif it can even be called thatis appalling.I understand that mergers can come with transitional challenges. However, blaming all of this on "growing pains" is both insufficient and insulting. Your website doesnt even load. Meanwhile, there are internal employees publicly sharing troubling insights into your operations, including staff cuts alongside rising customer costs.I demand a prompt call back and immediate resolution. I will continue submitting complaints to the Better Business Bureau until this is addressed. The fact that the only customers getting results are those who escalate to public forums or social media is a testament to how broken your support model is. This is an embarrassing display of customer neglect, and your leadership team should be ashamed.Initial Complaint
Date:06/10/2025
Type:Order IssuesStatus:UnansweredMore 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 trying to cancel my water delivery service with Primo Water. I finally got a response from them on Monday June 9th, telling me I had to call ************** in order to cancel. No one answers the phone. When I signed up for this service it was owned by a small company who was very responsive. It has since been bought out by a large company. I never signed a contract with this company and I only want to cancel my service. I still have water so I asked that once I have used all the water, I want to arrange for a pickup of the empty water bottles and the rental water dispenser. I no longer want to use this service. I included the email correspondence in this report.Initial Complaint
Date:06/09/2025
Type:Service or Repair IssuesStatus:UnansweredMore 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 called primo water to cancel my service due to having a back injury and could not lift the 5 gallon bottles. I was told they would be here on June 4th. It is now June 9th and again I got an email it will be delayed and picked up on the 11th. I have a zero balance as of June 4th. I want this equipment out of my house. I cannot get in touch with anyone. I am on hold for 2 hours and hung up. App says I don't have an account. I just keep getting emails delaying the pickup of rental equipment and 3 full and 4 empty bottles. Please help me.Initial Complaint
Date:06/09/2025
Type:Service or Repair IssuesStatus:UnansweredMore 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 has rescheduled my water delivery four times over the past two weeks. It was just rescheduled again to two days from today, and I have no faith its going to get delivered on that date. This happened at a time when the delivery was much needed because I have many people visiting my home. I just had to buy a case of bottled water because I ran out of water. I tried calling the company and was disconnected due to high call volume. Its bad enough I ran out of water due to my delivery getting rescheduled multiple times, but not being able to get ahold of anyone who can help me is completely unacceptable. Im seriously considering switching to a different water delivery service.Initial Complaint
Date:06/09/2025
Type:Customer Service IssuesStatus:UnansweredMore 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 recently went through a merger. Service was never perfect, but now there is none. You cannot get someone on the phone. The one time I did (after being on hold 45 minutes) they said their systems were down and they could not help. They have missed scheduled deliveries and shown up on unscheduled dates. I have over 15 empty bottles since I do not know when they are coming. They changed me to a paper bill (I was electronically receiving them before). I was charged $6 for this, and will be charged this fee each month. When we received our last delivery, one bottle was leaking. I have not been able to get it replaced or get a refund. Online service is lacking, chat feature is only a bot, no live agents. My business also uses this company. The service issues have been the same. I would like to cancel my service due to the terrible service. We are currently out of water and do not know if (or when) we will receive more. DO NOT SIGN UP FOR SERVICE FROM THE COMPANY. YOU WILL REGRET IT.Initial Complaint
Date:06/09/2025
Type:Service or Repair IssuesStatus:UnansweredMore 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.
Where do I start? This company is a joke with the worst customer service I have ever dealt with. I cancelled services due to repeated skipped deliveries. Every time a delivery was skipped, I would call with a wait time of an hour or more only to be told so sorry about that we will come out on such and such date. 4 skipped deliveries so I cancelled. I was told to set my empty bottles out and cooler and they would pick it up. Guess what? It's still sitting out. No show Friday and no show Monday. Currently as I type this, I have been on hold for one hour and 12 minutes. One guy came on the line so quickly only to say please hold I will need to transfer you to ****** resoluition services since you ordered through them. They better not charge me if this equipment gets damaged or stolen or their lack of picking it up.Initial Complaint
Date:06/09/2025
Type:Service or Repair IssuesStatus:UnansweredMore 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 merged with Ready Refresh and has treated Ready Refresh customers poorly. I was billed late and charges a late fee of &***** even though I followed the directions and downloaded the new App for Primo Water to continue my water delivery service. As of 5/1/25 I have only received one delivery of 2 bottles and am not forecasted for another delivery until 6/25. Several delivery dates have been missed in between this time. I have spent over 3 1/2 hours on hold at a time without any communication. Sent messages go unanswered, Chat gives little options I address issues.
Primo Water North America is NOT a BBB Accredited Business.
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