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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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/13/2025

      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 signed up for water delivery service on 2/4/25 in *********, **. My last monthly water delivery was in April, due next in May. Primo never showed up, kept pushing back the delivery date for the water and the pickup of the cooler that I requested in the interim. In an effort to get someone out to the house, I sent numerous emails which then graduated to numerous phone calls holding for 45 minutes each time. The water never came, I cancelled my account, and the credit due on the account was not processed. When I called back to find out why, I was told my account wasn't cancelled. Cancelled my account again, was again told the credit on my account would process and surprise, surprise, no credit has posted or is pending. It's now June 13, 2025. The credit due on my account was determined by *** with Primo on 6/4/25 for incorrect charges to my account for paper billing (I requested electronic billing, never receiving a paper bill), erroneous charges for the cooler rental which I requested be pickup before the promotional period ended, and deposit credits for 10 empty five-gallon bottles. I would like my credit, Primo, and will not dismiss this complaint until it hits my account.

    • Initial Complaint

      Date:06/13/2025

      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.
      I have been on a 2-week delivery cycle with Ready Refresh for several years. Delivery has become totally unreliable since the Primo merger. Our last delivery was on May 17. They scheduled our next delivery for June 6, which was pushed out to June 9, again to June 13, and most recently to June 16. We have been without bottled water since June 6. No explanation has been provided. I have no choice but to cancel our account.

    • Initial Complaint

      Date:06/13/2025

      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.
      On regularly water delivery but one glass bottle was cracked at rim and Primo Water has refused to come and swap out bottle and refuses to cancel my request of service. They are still trying to bill and charge my credit card on file when I clearly cancelled service. They reply with auto email saying they'll contact you in 2 days but never happens. I'm done! The worst company ever

    • Initial Complaint

      Date:06/13/2025

      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 am a business using Primo water brands. They have failed us with service numerous times. I have attempted multiple times to cancel my account, they do not return our calls or acknowledge the inquiries. There is NO way to cancel my credit card information on their website therefore they will charge me again and I will have to dispute it. It cannot be legal to have absolutely no way of removing a payment method off of a website and not allow a person to cancel their account.

    • Initial Complaint

      Date:06/13/2025

      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.
      After 5 years I cancelled my service with Sparkletts(Primo). They owe me $30 in deposits **** have contacted customer service 3 times and been promised that my refund would be processed each time. Each time it was a lie. They are stealing my money from me.

    • Initial Complaint

      Date:06/13/2025

      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.
      I keep getting charged a delivery fee although the driver never shows up, I have not had water delivered in 2 months! I keep asking for dispenser to get picked up (since I have no water) and continue to see delivery fee and delivery "complete" on my account; however, I get home and dispenser is still sitting in my yard and no new bottles delivered either. I call and hold for over an hour, never get answered. I email, never get a response. I am stuck with a dispenser in my garage AND no water. I can't cancel, I can't return dispenser, I'm just stuck. I finally removed my payment method so hopefully I'll at least stop getting charged.

    • Initial Complaint

      Date:06/13/2025

      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.
      Since Primo Water bought or merged with ***************, we have been unable to receive delivery of regularly scheduled water. This was NEVER a problem before. Every day, for over three weeks, I receive notification that my delivery will be moved to the next day. We have 6 empty bottles for pickup and a $36 refund due to our credit card from thoseonce they are picked up. It is absurd that all of a sudden there is no one in this area to service us when it was never an issue prior to the merger. We were expecting one bottle of water to be delivered, but that was to be credited to our account for the inconvenience, and someone has removed that from our account. At this point, if someone shows up, takes the empty bottles, and refunds the money for them to our credit card, I will be happy to be done with this company.

    • Initial Complaint

      Date:06/13/2025

      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.
      I was scheduled for a water delivery on 4/28. It was repeatedly rescheduled 3 - 5 times/week for the next 5 weeks. I finally canceled service as they are just charging me rent for a water dispenser I couldn't use. Equipment pick up was scheduled for 6/2. They have now rescheduled the equipment pick up five times. I even spoke to an "escalation manager," which took me 90 minutes of waiting on hold, who told me they would be here on the 11th. And what happened on the 11th? I've been bumped to the 12th. I'm paying for nothing but frustration and wasting hours of my life on hold for people who cannot or will not help **** have called so many times and hold times are always over an hour. And I do wait and talked to people. **************** is basically an answering service they take and transmit messages, but you cannot speak to anyone who has any power to actually get anything done. They always promise me that someone will be there on whatever date gets me off the phone fastest, and no one ever shows up. Next time I call, they're "so sorry" and "escalate the call" and request the next delivery date. And then they don't show up. Repeat. To close my account, I have to wait 30 - 60 minutes until someone answers; they then have to transfer me elsewhere, because there is no direct way to reach the department I need, and then I'm waiting additional 30 - 60 minutes on hold. I have also tried to use their chat function. Chat is a bot and you cannot speak to a person or handle anything outside of a narrow set of pre-defined tasks. I have also tried their email form. They promise answers within 2 business days. I have received one auto-response saying responses were taking longer than 2 days. I have tried every way to get my account serviced and they refuse to honor any commitments. They only thing they can do is debit me they make sure they get my money, and I get nothing in return.I just want this account closed and the equipment gone, as soon as possible.

    • Initial Complaint

      Date:06/13/2025

      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.
      I need to be able to contact someone at Primo Brands and cancel services. Since the month of April the deliveries have changed to monthly. Today's delivery June 11 was marked as delivered and I still have 5 empty gallons in my front yard. This is false information. I should not be charged for a delivery that didn't happen. Also, I'm being charged to use their water dispenser and can't use it since I don't have water delivered. I've attempted to call customer service, I'm put on hold for about 5-10 minutes and then directed to complete a survey. No customer service agents are answering the phone lines. I've sent emails, no reply. I've used their chat support, no reply. I don't want to cancel service as soon as possible and stop any charges from accruing.

    • Initial Complaint

      Date:06/13/2025

      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.
      In April I got two water deliveries that were not scheduled leaving me with 14 empty jugs. I continued calling with no answer or reply and Primo continued charging me. On 5/9/25 someone answered, and I requested for Primo to cancel my account. ********************** stated they would pick up on 5/14/25and nobody showed up. Once again on 6/9/25 I told them how I closed my account, and they said on 6/11/25 someone will pick it the dispenser and empty 5-gallon water jugs. Again, no one showed up. I canceled my payment method so that Primo would not continue charging my account.Another note, every time I call, we are lucky for someone to answer in an hour, only, to be put on hold with no one ever returning to resolve the matter. Also, I was really trying to keep the service, yet . . .

    Primo Water North America is NOT a BBB Accredited Business.

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