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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

    • 1,280 total complaints in the last 3 years.
    • 728 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:06/11/2025

      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

    • 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.
      There is literally no way to cancel the service. Web menus do not bring you to any option to cancel, just skip future deliveries. Been on phone multiple times for literally hours in total and there is no option of getting a live person or menus option to cancel service

    • Initial Complaint

      Date:06/10/2025

      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.
      I was supposed to get a water delivery on June 2nd; the company rescheduled for the 3rd, rescheduled again for the 4th, rescheduled again for the 5th, rescheduled again for the 6th, rescheduled again for the 9th and when I called to complain that we had no water they told me we would be priority to receive a water delivery June 10th after being rescheduled 6 times. Here it is June 10th and NO ONE showed up to deliver water. I called and they said they would reschedule for the 16th and I said that was unacceptable. I sat on hold for an hour while the representative said he was talking to the dispatch and the call was disconnected and no one tried to reach back out. This is insane. *** never had this many issues until the company started doing mergers. My son and I rely on this water since we live in an area that is well water. The fact that they can reschedule me 6 times without a valid reason is really a horrible business. Now my water app says I wont be getting another delivery until June 30th. RIDICULOUS.

    • Initial Complaint

      Date:06/10/2025

      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.
      This is a TERRIBLE company! Given how advanced technology is today, I find it hard to believe that this company is performing so poorly. I am experiencing issues with both my residential delivery and two business deliveries. Their website portal is not working at all. I call everyday to see if I can speak to someone but have no luck.. I want to cancel my autopay and close the account.

    • Initial Complaint

      Date:06/10/2025

      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 took over for sparkletts water delivery. They have rescheduled my delivery 3 times then charged me for water that was not delivered. I have sent emails and called to no avail. There is no way to cancel this account. They took my credit card from my sparkletts account and can continue to charge without any service. I just want to cancel my account and say goodbye to the money lost.

    • Initial Complaint

      Date:06/10/2025

      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 customer with Crystal ******************** for 10 years. It then turned into Readyrefresh and now is known as Primo brands or Primo water. We now have 11 empty 5 gallon bottles that we just keep moving in and out of our house waiting for a delivery that never shows! We had to call and reschedule their no showed last time and for the I convenience they offered a free bottle. And once again, NO SHOW!! We have a newborn baby and depend on having drinking water in our house and this company has offered no communication what so ever! Who is running this business?? It was hard enough even finding a phone number to call someone. Whoever is in charge of this merge failed miserably and the customers are suffering because of it, while paying top dollar!

    • Initial Complaint

      Date:06/10/2025

      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 wife, ****** ******* (deceased) had an account with Crystal Springs Water, which merged with Primo. She had the account initially when we lived in *******, but transferred the service to this address when we moved to **** in July of 2023. When she was in hospice, she lost track and did not pay the bill. It went to collections. I have called and spent hours on the phone with the business trying to get them to come out and pick up the equipment. Finally, I was told I needed to pay the collection agency and call them after 2 hours and 4 minutes on the phone with them on May 28. I called the collection agency and paid the $500 that day. I have tried to get them to come get their equipment on numerous occasions. They have trouble locating the account in their systems and are not responsive to my request. I would throw it away, but I do not want to get charged for their equipment. I just want it out. I will never use their service again. My wife used it as she needed bottled water when she was not well.

    Primo Water North America is NOT a BBB Accredited Business.

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