We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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

Find a Location

Primo Water North America has 4 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 1,279 total complaints in the last 3 years.
    • 727 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:06/06/2025

      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.
      I have been a customer for a year and a half and since the merger the service has been unacceptable.The business committed to delivering water to our home & did not deliver on the date. The order was rescheduled without my consent or notification multiple times. Upon trying to reach the company, I've called multiple numbers provided via their website, and I've not been able to reach anyone. I want to close the account and remove my billing methods, but this is not an option online, and no one is reachable to assist me.

    • Initial Complaint

      Date:06/06/2025

      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 has moved my water delivery 5 times since May 27th. I have messaged twice thru the app, called over 10 times, and have not been able to reach an agent or get a call back. I reached an agent over a week ago and she put the delivery on June 3rd, she moved up my delivery, which has been moved/cancelled 4 times since that call. I still cannot reach anyone. I am sitting on hold 19 mins as I type this.I have 14 empty water bottles, and my delivery keeps getting pushed back, with no resolution. I would like to speak yo a manager to get this rectified.

    • Initial Complaint

      Date:06/06/2025

      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 have a subscription to get water delivered every month. I am trying to cancel my service but their is no way to contact the company. The online chat bot goes in circles. There is no option to cancel service on my customer dashboard. There is no email address and the phone number does not work. The company takes money out of my account every month and I have been trying to cancel the service for over 6 months now. I **** two accounts and I want to cancel both of them.

    • Initial Complaint

      Date:06/06/2025

      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.
      This company is absolutely horrendous. They have rescheduled delivery innumerable times over the last two months. I was called, told that the reason I wasn't getting my deliveries was solved but that the next available date wasn't until June 4. June 4 has come and gone and my delivery has been rescheduled--without notice to me--not once but twice. It's now scheduled for June 9. They're so bad they've disabled comments on their ******** page because angry customers show up to complain about their awful service. We're out of water and they are not delivering!

    • Initial Complaint

      Date:06/05/2025

      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 cannot believe the amount of time our office has spent trying to deal with Primo Water. This was a disaster of an acquisition and seems illegal to conduct business this way based on all of the exact same complaints being registered. We were happy customers of *********************************************** and since the merger, we have been out of water, made attempts to chat, call, email, and message with no response. I want to CANCEL my account due to no service and DISPUTE the charges that keep incurring but cannot get ahold of anyone. Today I finally got someone to answer the phone and after 30 minutes on the phone, was disconnected. It seems intentional that no one answers the phone and needs to be investigated as there is no way to dispute the charges or cancel.

    • Initial Complaint

      Date:06/05/2025

      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 had a water subscription with sparklettes that was taken over by Primo. I have not had any service for over a month, but I pay by the month. Plus I have 8 empty waters that have not been picked up or refunded. When I have called 2 x I am on hold for over 30 minutes and am told that I will have a delivery in the next few days. Then I put all 8 water jugs and one dispenser in the hallway and they don't come. Then my landlord comes knocking on my door stating that I'm causing obstruction in the hallway that is a fire hazard. So, I put the bottles back in. I called again today after a 30 minute wait and they say the delivery will be on Monday. I'm so frustrated. Can you help me to get my money back and cancel this subscription and return all equipment?Each month is $45 plus 4.75 return for each empty bottle. I'm not sure about dispenser return. I pay rent on the equipment that I have currently.

    • Initial Complaint

      Date:06/05/2025

      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 recently bought or merged with ready refresh water. I was a customer of ***********************************************, so ********************** took my account. This was about six weeks ago. My orders have been delayed and incomplete but I am still getting charged. I can no reach anyone at there customer service number. I can not connect with anyone on their chat. I have sent multiple emails through their website with no response. My last email was Monday June 2 and I asked them to cancel service. I have not heard anything from them, but they have charged my account again, and I haven't even received anything. I want help canceling this service

    • Initial Complaint

      Date:06/05/2025

      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.
      On Tuesday, May 27th, 2025, the "Storm Black Bottom Load Hot And Cold Cooler" began dripping and spitting water in multiple places around the hot and cold taps. I reviewed the troubleshooting tips provided on line by Primo Water through **************************, but my attempts to fix the cooler failed. I phoned Primo Water's customer service. After a ************************************************* a representative would answer soon, I hung up. 10 days later (today, June 6, 2025), after 10 more phone calls to Primo Water, submitting 3 separate "Contact Us" forms online and sending an email on June 1, 2025 where after I received an email response that Primo Water would contact me within 48 hours, I have not yet been able to reach a representative or receive a call-back or an email regarding the problem. Additionally, during this 10 day period, I have received 3 separate Primo Water notices of funds withdrawn from my bank account that are a mystery to me because I put a water delivery stop on my account when I realized I could not reach Primo Water, and I discovered on Primo Water's website, **************************, that I can only cancel my subscription by talking to a representative. But it's impossible to reach a representative. I need to have my cooler either repaired or replaced, and I need to talk with a representative about my billing so I can understand it.

    • Initial Complaint

      Date:06/05/2025

      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 Brand Water deliver system. Hasnt picked up my bottles or delivered water in weeks, waited over an hour on the phone to speak to a representative only to find that did nothing, logging into website is impossible due to error. They have a recording that says theyre going through a system merger but this has been going on for weeks!

    • Initial Complaint

      Date:06/05/2025

      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 have a dispute with Primo water brands. My problem involves two complaints. I contacted the company and requested the return with of a leaking water dispensor that I rented since 2019 from ************************************** (which is a company that has merged with Primo water). They told me they were going to pick it up on May 13 and did not do so. They are still charging me $10.65 a month for this unusable dispensor. They sent me a message that they were going to exchange the dispensor on June 10. I did not ask for an exchange, since I purchased one. The second complaint is about three missed water deliveries. I was frustrated with the service of this company and attempted to close out the new Primo account and got no help from the customer service. The first time I called they started the the cancellation, but then all of a sudden said they could not hear me. I had to discontinue the phone conversation. My mother called them again and they hung up on her. Can you help me with this dispute?

    Primo Water North America is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.